CUSTOMER SATISFACTION
Customer satisfaction may lead to brand loyalty,
every product of any kind of product should attach utmost important to creating customer
satisfaction
RESEARCH METHODOLOGY
Primary data has been collected through the questionnaire to 50 respondents Secondary data has been collected through the books and websites
COMPANY PROFILE
TVS was established in 1911. The business activities include dealership for automobile vehicles, distribution of spares, Products for special applications like construction & material handling. In its desire to reach out to the customers directly, TVS & sons entered into the business of customer centric car services through its brand My TVS. MyTVS is an independent, multi brand and integrated after-market car services business with core value of relationship and trust. It provides car owners regular periodic maintenance services and complete car body repair facility through MyTVS all car service and provide emergency services (24x7).
VISION
To maintain cumulative growth in sales
To implement its focused and improved
value engineering program to reduce costs
To enhance quality
INFERENCE: From the table we find that the respondents belonging to the age group of 15-24 is 52%. 32% of the respondents belong to 25-35 age group and the remaining 16% of the respondents come under 35 & above age
RESPONDENT
36
PERCENTAGE
C H A R T SH O W I N G O C C U P A T I O N
72
HOUSE WIFE
18
EMPLOYED
10
INFERENCE: From the table we infer that 72% of the respondents are students, 18% of the respondents are house wives & 10% of the respondents are employed women
EMPLOYED
8 6 10
8%
6%
50%
INFERENCE: From the table we infer that 50% of respondents use scooty pep.26% of respondents use streak. 8% of respondents use teenz, 6% of respondents use champ & 10% of respondents use scooty es.
26%
INFERENCE: From the above table we infer that mileage constitutes 30% , style and maintenance of the vehicle constitute 24% of the respondents. Price constitutes 16% and fuel efficiency constitutes 6%
40 40
INFERENCE: From the table we infer that 20% feel highly satisfied, 40% of the respondents are satisfied with the service and 40% of the respondents feel that after sales service should be improved.
TOOLS APPLIED:
I have used CHI SQUARE Test for analyzing the findings of the study. The result of the analysis shows There is no significant difference between the factors influencing the buying pattern & quality of the product.
FINDINGS
Most of the customer feel that the fuel efficiency
of the vehicles need to be improved Most of the customer feel that the mileage of the two wheelers is satisfactory We also find that TVS should improvise on the advertising of the brand. We find that the intimation of the date of after sales service is given to the customers. The customer face problem with storage space
SUGGESTIONS
The TVS company has to concentrate on
mileage of the two wheelers which is only 35 cc. The brand has to improve the baggage provisions Proper after sales service & intimation of date can help the company to retain their customer It can add some additional safety features like hand bar lock etc The TVS company has to concentrate more on
CONCLUSION
The organization should concentrate on
the mileage & after sales service. The company should take periodical advertising to retain its existing customers and to acquire new customers.
THANK YOU