A PROJECT REPORT on Customer Perception Towards the Post-Sale Services Provided by TVS Auto Ltd

7/31/2019 A PROJECT REPORT on Customer Perception Towards the Post-Sale Services Provided by TVS Auto Ltd

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“Customer Perception towardsthe Post-sale services provided by Umarani TVS

auto Agencies”

EXECUTIVE SUMMARY

The automobile industry in India is growing is at rapid rate of 42%.In general the Two

wheeler segment is growing at the rate of 26%.The global Manufacturers like Honda,

Yamaha and Suzuki have entered Indian market in collaboration with some Indian

companies. The motor cycle segment has become the core of two wheeler market with

new launches like TVS Flame, Hero Honda Hunk, Honda Shine,Bajaj Pulsar, Apache

RTR 160,Tvs Scooty Pep, Honda Pleasure, CBZ Extreme and so on and there are many

still to come. This shows the potential of Indian Two wheeler market and low cost of

production will make India a major Auto manufacturing hub. As the launch of various

models increase there is an increase need for servicing of this Vehicle

TVS is unique from all other two wheeler company in the country because it is without

any foreign collaboration. The company was established by T.V Sundaram Iyengar in

the year 1911 and was primarily into the production of mopeds. TVS Motor Company

Limited, the flagship company of the USD 2.2 billion TVS Group, is the third largest

two-wheeler manufacturer in India and among the top ten in the world, with an annual

turnover of over USD 650 million. The company has many first to its credit like the

introduction of the first indigenous moped and a 100 cc motorcycle in collaboration

with Japanese auto giant Suzuki.

When the collaboration ended in 2003, many thought that the company would die a

natural death due to the exit of the foreign collaborator. However the company proved

its detractors wrong by introducing the TVS Victor and rest as they say is history.

It is the third largest two wheeler manufacturer in India and has reached tenth position

among the world listing. Its dealer and customer network is widely spreaded in India

which includes over 500 dealers.

This company has been honored with The Deming Prize' for Total Quality Management

(TQM) with the hallmark of Japanese Quality.

TVS Apache- Bike of the Year 2006 by Business Standard Motoring. International

certifications like QS 9000, ISO 9000 and TS 16949.

Babasabpatilfreepptmba.com




auto Agencies”

The Project titled “ Customer Perception Towards the Post-Sale Service Provided by

Umarani TVS Auto Agencies, Hubli.” Is an attempt to check the is to check the

satisfaction level of TVS customer regarding the post –sales service provided by

Umarani TVS Agency. The main aim of this project was to find the level of satisfaction

of the customers regarding the post-sales service & customer preferred areas of

improvement for Umarani TVS Auto Agency.

Area of study was limited to Hubli City. The methodology has been adopted to

Questionnaire methods with personal interviews and the results collimated according to

the nature of questions asked.

I have used both open-ended and close-ended questions in the questionnaire. With

given restricted sample size of the customers in the given area all efforts have made to

make sure that data is collected and analyzed.

I believe that the conclusions that I have drawn are based on the data I have collected

and interpretations I have made are based on the customers feed back.

Title of the Project:

“ Customer Perception towards the Post-sale services provided by

Umarani TVS auto Agencies”

Objective:

To know customer perception towards the post-sale service provided byUmarani TVS auto agencies”

Sub objectives:1) To study various attributes customers prefer in a two-wheeler service.

2) To analyze the extent of the customer satisfaction for a two wheeler

Service

3) To find out difference in perception of customers towards authorized

Service provider Vs unauthorized service providers in Hubli city.

4) To study the mindset of customers towards authorized servicesOffered by Umarani TVS.





auto Agencies”

INDUSTRY PROFILE

History of Two Wheeler Industry

India is the second largest manufacturer and producer of two wheelers in the world. It

stands next only to Japan and China in terms of the number of two wheelers

produced and domestic sales respectively. The distinction was achieved due to

variety of reasons like respective policy followed by Government of India

towards the passenger car industry, rising demand for personal transport,

inefficiency in the public transportation system etc. Invention of Two-Wheelers

History can't be stored or categorized in a water tight compartment; neither can some

things be definitely told or strictly defined. In this section a general history of

two-wheelers is being traced without trying to venture into strict classification

and differentiation. Around 1840 a Scotsman named Kirpatrick Macmillan came

up with an idea of a pedal driven bicycle, Macmillan a blacksmith by profession

got the idea when he was asked to repair a hobby horse. The first bicycle which

its inventor called velocipede slowly started catching the fancy of the people, as

inquisitive minds started thinking of faster ways of getting around the town.

Ind 1868 in France MIchaux-Perraux attached a small steam engine to a bicycle thus

adding a little more steam to the development. Around the same time across the

Atlantic a similar steam propelled machine was demonstrated by built by

Sylvester Howard Roper of Roxbury, Massachusetts.

However the invention of the first motorcycle was done by the German inventors ottlieb

Daimler and Wilhelm Maybach in 1885. The first petroleum-powered vehicle, it

was essentially a motorized bicycle, although the inventors called their invention

the Reitwagen ('riding car'). This engine was prepared more for experimentation

rather than for commercial purposes.

However as early as 1894 a motorcycle was available for commercial purposes. The

bike named Hildebrand and Wolfmuller was manufactured in a small scale few





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hundreds to be precise. These two wheelers died a natural death due to high cost

and technical difficulties.

Slowly the motorcycles were improved upon and soon they become faster, reliable and

more fuel efficient. For a separate history on the development of scooters check

out origin of scooters

The History of Indian two Wheeler Industry

In 1955, the Indian government needed sturdy and reliable motorcycles for its Army

and police to patrol the rugged border highways. The first batch of 350cc Bullet

from the Royal Enfield Company of UK were received and assembled at

Chennai.

Bajaj Auto began trading in imported Vespa scooters and three wheelers. Finally in

1960, it set up a shop to manufacture then in collaboration with Piaggio of Italy. The

agreement expired in 1971.

In the initial stages, the scooter segment was dominated by API,it was later overtaken

by Bajaj Auto. Although various government and private enterprise entered the fray for

scooters, the only new player that has lasted till today is LML.

Under the regulated regime, foreign companies were not allowed to operate in India. It

was a complete seller market with the waiting period for getting a scooter from Bajaj

Auto being as high as 12 years

The motorcycles segment was no different, with only three manufactures viz Enfield,

Ideal Jawa and Escorts .While Enfield bullet was a four stroke bike,Jawa and the

Rajdoot were two stroke bikes. The motorcycle segment was initially dominated by

Enfield 350 cc bikes and Escorts 175 cc bike.

The two wheeler market was opened to foreign competion in the mid -80s.And then the

market leaders Escorts and Enfield were caught unaware by the onslaught of the 100 cc

bikes of the four Indo –Japanese joint ventures.





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With the availability of fuel –efficient low power bike, demand swelled, resulting in

Hero Honda then only producer for four stroke bikes (100 cc category ),gaining top

slot.

The first Japanese motorcycles were introduced in the early eighties. TVS Suzuki and

Hero Honda brought in the first two stroke and four stroke engine motorcycles

respectively. These two players initially started with assembly of CKD kits, and later on

progressed to indigenous manufacturing. In the 90s the major growth of motorcycles

segment was brought in Japanese motorcycles, which grew at a rate of nearly 25% in

the last five years.

The industry had a smooth ride in the 50s,60s and 70s when the government prohibited

new entries and strictly controlled capacity expansion. The industry saw a sudden

growth in the 80s. The industry witnessed a steady growth of 14% leading to peak

volume of 1.9mn vehicles in 1990.

The entry of Kinetic Honda in mid –eighties with a variometric scooter helped in

providing ease of use to the scooter owners. This helped in inducing youngsters and

working women towards buying scooters, who were earlier inclined towards moped

purchase. In the 90s ,this trend was reversed with the introduction of Scooterette. In the

line with this, the scooter segment has constiently lost its part of the market share in the

two wheeler market.

In 1990s, the entire automobile industry saw a drastic fall in demand. This resulted in a

decline of 15% in 1991 and 8% in 1992,resulting in a production loss of 0.4 mnvehicles. Barring loss due to increase rise in fuel prices, high input cost and reduced

purchasing power due to significant rise in general price level and credit crunch in

consumer financing .factors like increased production in 1992,due to new entrants

coupled with the recession in the industry resulted in companies either reporting losses

or fall in profits.

Segmental Classification and Characteristics





auto Agencies”

The three main products segments in the two wheeler category are scooters,

motorcycles and mopeds. However, in response to evolving demographics and various

others factors, other sub segment emerged, viz.scootrretess, gearless scooters, and 4

stroke scooters .While the first two emerged as a response to demographics changes, the

introduction of 4 stroke scooters has followed the imposition of stringent pollution


Scooter Motorcycle Moped

Price*(Rs. A > 22,000 > 30,000 > 12,000

Stroke 2-stroke, 4-stroke Mainly 4-stroke 2-stroke

Engine Capacity (cc) 90-150 100, 125, > 125 50, 60

Ignition Kick/Electronic Kick/Electronic Kick/Electronic

Engine Power (bhp) 6.5-9 7-8 and above 2-3

Weight (kg) 90-100 > 100 60-70

Fuel Efficiency (kms per litre) 50-75 50-80+ 70-80

Load Carrying High Highest Low




auto Agencies”

The growth of production in Automobile industry in 000s


Category 2000-

01

2001-

02

2002-

03

2003-

04

2004-

05

2005-

06

2006-

07

Passenger

cars513 564 609 842 961 1,046 594

Multi-utility

vehicles128 106 112 146 249 263 144

Commercial

vehicles 157 163 204 275 350 391 237

Two

wheelers3,759 4,271 5,076 5,625 6,527 7,600 4,155

Three

wheelers203 213 277 341 374 434 264

Total 4,760 5,317 6,278 7,229 8,461 9,734 5,394

Growth in

percentage10.47 11.70 18.60 15.12 16.80 14.97 18.04




auto Agencies”

Technology

Hitherto, technology transfer to the Indian two-wheeler industry took place mainly

through: licensing and technical collaboration (as in the case of Bajaj Auto and LML);

and joint ventures (HHML). .

A third form - that is, the 100% owned subsidiary route - found favour in the early

2000s. A case in point is HMSI, a 100% subsidiary of Honda, Japan. Table 2 details the

alliances of some major two-wheeler manufacturers in India.

Besides the below mentioned technology alliances, Suzuki Motor Corporation has also

followed the strategy of joint ventures (SMC reportedly acquired equity stake in Integra

Overseas Limited for manufacturing and marketing Suzuki motorcycles in India).

Table 2

Technological tie-ups of Select Players

Nature of Alliance Company Product

Bajaj Auto Technological tie-up Kawasaki Heavy Industries Ltd, Japan Motorcycles

Technological tie-up Tokya R&D Co Ltd, Japan Two-wheelers

Technological tie-up Kubota Corp, Japan Diesel Engines

HHML Joint Venture Honda Motor Co, Japan Motorcycles

KEL Technological tie-up Hyosung Motors & Machinery Inc Motorcycles

KEL Tie up for manufacturing

and distribution

Italjet, Italy Scooters

LML Technological tie-up Daelim Motor Co Ltd Motorcycles

Hero Motors Technological tie-up Aprilia of Italy Scooters

With the two-wheeler market, especially the motorcycle market, becoming extremely

competitive and the life cycle of products getting shorter, the ability to offer new

models to meet fast changing customer preferences has become imperative. In this





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context, the ability to deliver newer products calls for sound technological backing and

this has become one of the critical differentiating factor among companies in the

domestic market. Thus, the players have increased their focus on research and

development with some having indigenously developed new models as well as

improved technologies to cater to the domestic market. Further, with exports being one

of the thrust areas for some Indian two-wheeler companies, the Indian original

equipment manufacturers (OEMs) have realised the need to upgrade their technical

capabilities. These relate to three main areas: fuel economy, environmental compliance,

and performance. In India, because of the cost-sensitive nature of the market, fuel

efficiency had been an interest area for manufacturers.

It is not only that the OEMs are increasing their focus on in-house R&D, they also

provide support to the vendors to upgrade the technology and also assist them striking

technological alliances.

MAJOR COMPETITATORS AND THEIR PRODUCTS

Hero Honda MotorsIn 1984, Hero Honda started as a Hero Cycles Of India and Honda Motors Company Limited

of Japan. Hero Honda has the unique distinction of being awarded the Bike maker of the Year

award for 3 consecutive years by Overdrive magazine .

Hero Honda is the clear market winner in the two-wheeler segment and boasts of more than 5

million customers. Located at Dharuhera and Gurgaon in Haryana, Hero Honda Motors

Limited has over 1500 sales outlets all over India.

HERO HONDA MOTORCYCLES

MODEL CAPACITY

Hero Honda Achiever 149.1 CC

Hero Honda CBZ 156 CC

Hero Honda CD Dawn 97.2 CC

Hero Honda CD Deluxe 97.2 CC

Hero Honda CD 100 97.2 CC

Hero Honda CD 100 SS 97.2 CC

Hero Honda Glamour


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auto Agencies”

• Glamour

•

Glamour - FI

124.7CC

124.8 CC

Hero Honda Karizma 223 CC

Hero Honda Passion Plus 97.2 CC

Hero Honda Sleek 97.2 CC

Hero Honda Splendor

Splendor +

Super Splendor

97.2CC

124.7 CC

Suzuki Motor Corporation

Suzuki Motor Corporation has a wholly owned subsidiary in India-Suzuki Motorcycle

India Private Limited. The Indian subsidiary employs about 650 people including the

contract workers. Suzuki Motorcycle is a manufacturer of two-wheelers and has

manufacturing facility at Gurgaon, Haryana. The company started its manufacturing

operations in February, 2006.

SUZUKI MOTORCYCLES

MODEL CAPACITY

Suzuki Heat 125 CC

Suzuki Zeus 125 CC


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auto Agencies”

Kinetic Motor Company Ltd.

Kinetic Motor Company Limited was incorporated in 1984 as a joint venture with

Honda Motor, Japan and is a part of the Kinetic group of companies. The company has

a state of the art manufacturing facility at Pithampur, near Indore, Madhya Pradesh and

has a strong network of over 400 dealers and authorized service centers. Kinetic Motor

is ISO 9001 certified from DNV for all models and activities. USA, Canada, Latin

America, Europe, Africa, Middle East and South Asia are the main export markets for

the Kinetic Motor automobiles.

KINETIC MOTORCYCLES

MODEL CAPACITY

Kinetic Aquila 249 CC

Kinetic Boss

• Boss

• Boss 115

97.2 CC

Kinetic Challenger 97.2 CC

Kinetic Comet 250 CC

Kinetic GF

• GF Laser

• GF 170

• GF 125

166 CC

166 CC

125 CC

Kinetic Stryker 97.2 CC

Kinetic Velocity 115 CC

Bajaj Auto Ltd.


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auto Agencies”

Bajaj Auto Limited is one of the pioneering companies in the two wheeler industry.

Bajaj Auto has a vast network of about 1500 service centers and 500 dealers all over

India. It has 3 manufacturing plants located at Akurdi, Waluj and Chakan in

Maharashtra. The company's technology partner is Kawasaki Heavy Industries, Japan.

The company exports to ASEAN region, South America and Africa.

BAJAJ MOTORCYCLES

MODEL CAPACITY

Bajaj Avenger 180 CC

Bajaj CT 100 99.27 CC

Bajaj Discover

• Bajaj Discover

• Bajaj Discover DTSi

111.63 CC

124.52 CC

Bajaj Kawasaki Caliber 111.6 CC

Bajaj Kawasaki Boxer 111.6 CC

Bajaj KB 125 123 CC

Bajaj 4S Champion 99.35 CC

Bajaj Platina 99.27 CC

Bajaj Pulsar DTSi

• Pulsar 180 DTS-i UG

• Pulsar 150 DTS-i UG

180 CC

150 CC

Bajaj Wind 125 124.6 CC

TVS - "Inspiration in Motion"


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auto Agencies”

TV Sundram Iyengar, 1877 – 1955 was the founder of TVS Group.

TVS Motors: In 1980 TVS 50, India's first two-seater moped rolled out of the factory at

Hosur in Tamil Nadu, Southern India. A byword for reliability, the TVS 50 had proved

itself promising and successful in every test and paved a way for many successes for

TVS Suzuki. Likewise the TVS champ and super Champ gave a reliable and sturdy two

wheeler to public, who wanted looks fused with economy. These two wheelers together

redefined the category of mopeds in India. TVS later left its collaboration with Suzuki

and started to manufacture its own vehicles.

COMPANY FLASHBACK

TVS Motor Company Limited is the flagship company of TVS Group, the USD 2.2

billion group. The Group is the third largest two-wheeler manufacturer in India and

globally among the top ten, with an annual turnover of over USD 650 million.

Currently, the group has more than 30 companies and employs over 40,000 people

worldwide. With steady growth, expansion and diversification, it commands a strong

presence in the manufacturing of two-wheelers, auto components and computer

peripherals. They also have vibrant businesses in the distribution of heavy commercial

vehicles (HCV) passenger cars, finance and insurance.

1980 is the red letter year for TVS when India's first two-seater moped rolled out. It

ushered in an era of affordable personal transportation.

Quick Facts

Founder T V Sundaram Iyengar

Country India

Year of Establishment August 1980 (TVS Group in 1911)

Industry Manufacturing of two-wheelers and auto components

Business Group TVS Group

Listings & its codes NSE





auto Agencies”

TVS -Suzuki Ltd: TVSSUZUKI

TVS Motor Company Limited: TVSMOTOR

TVS Motor Company Limited: TVS-SUZUKI

BSE

TVS Motor Company Ltd.: 532343

Head Office TVS Motor Company

Jayalakshmi Estates V Floor

8, Haddows Road, Chennai - 600006

Tel.: +(91)-(44)-28272233

Fax: +(91)-(44)-28257121

Factory Post Box No. 4Harita, Hosur - 635 109

Tel.: +(91)-(4344)-276780

Fax: +(91)-(4344)-276878

Post Box No.1

Byathahalli Village, Kadakola Post

Mysore - 571 311Tel.: +(91)-(821)-2596561

Fax: +(91)-(821)-2596550/ 2596553

Website http://www.tvsmotor.in/

BOARD OF DIRECTOR OF TVS

Venu Srinivasan

Chairman & Managing Director

Gopal Srinivasan r r

Director

T.K.Balaji


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auto Agencies”

Director

T. Kannan

Director

N. Ganga Ram

Director

C.R.Dua

Director

H. Lakshmanan

Director

T. R. PrasadDirector

K.S.Bajpai

Director

K.N. Radhakrishnan

Director

S. G. Murali

Sr.Vice President - Finance

T.S.Rajagopalan

Secretary

Globally, TVS Motor Company is the first two-wheeler manufacturer to be honored

with the hallmark of Japanese Quality - The Deming Prize for Total Quality

Management. TVS Motor Company is part of Sundaram Clayton group in TVS group

of companies. TVS Motor Company is the main flag ship company of Sundaram

Clayton group.

In 1979 Sundaram-Clayton Limited (SCL) started Moped Division at Hosur to

manufacture TVS 50 mopeds, indigenously designed and developed.





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In 1982 SCL established Joint Venture with Suzuki Motor Corporation.

In 1994 the company entered the market segment of scooters with introduction of

Scooty 2S, which was totally an indigenous design.

In 2000 the first 4 stroke motorcycle was launched called Fiero.

To become independent & increase profitability the R&D activities were focused &

after parting away with Suzuki in 2001 TVS motor company was formed. The first

indigenous product “ Victor” was launched which was very popular.

This success triggered introduction of new models every year. TVS Motor the launched

variants of Victor, Fiero & new products like Centra & star.

Overall TVS Motors established the presence in each segment of two wheelers:

Mopeds, Motorcycles and scooters. .

TVS Group Companies are:

Sundaram Brake Linings

Sundaram Fastners

Southern Roadways

Sundaram Finance





auto Agencies”

TVS Group

The TVS Group is India's leading supplier of automotive components and one of the

country's most respected business conglomerates.

Originating as a transport company in 1911, it now comprises over 29 companies that

operate in diverse fields like automotive component manufacturing, automotive

dealerships and electronics.

Underlying the success of the group is an ethos of commitment to the values of Quality,

Service and Reliability. Continuous innovation and close customer interaction have

enabled the Group to consolidate its position at the leading edge of the automotive

industry.

Axles India Limited Company Profile

Axles India was promoted by Sundaram Finance, Wheels India and Eaton corporation

for the manufacture of axles for medium and heavy duty commercial vehicles in India.

Production of pressed axle housings commenced in 1983. In the latest production year,

axle housings coming out of Axles India's two world class production units exceeded

80,000 nos.

Products and Services

Besides drive axle housings, Axles India has in its range, capability for Trailer axle

beams and hub reduction axle housings. Drive heads for medium and heavy duty

commercial vehicles are being developed now.

Brakes India





auto Agencies”

Brakes India was incorporated in 1962 as a joint venture between TV Sundram Iyengar

and Sons Ltd. and Lucas Industries Plc., UK, (currently TRW) to manufacture braking

equipment for automotive and non-automotive applications. The company's

manufacturing plants are located at Chennai, Sholinghur and Polambakkam in Tamil

Nadu, Nanjangud in Karnataka and Gurgaon in Haryana. Brakes India caters to over

60% of the domestic OEM market, besides exporting its products to over 35 countries

worldwide. Its Brake Divisions at Padi , Chennai, Sholinghur, Polambakkam and

Gurgaon are QS 9000 certified and the Foundry Division is ISO 9002 certified. The

Company's Foundry Division manufactures permanent mould dye-castings, Grey Iron

and SG castings using the Disamatic process.

Sundaram Polymers Division manufactures Engineering Plastic compounds for various

applications.


Foundation brake equipment comprising Brake Assemblies, Calipers, Rotors, Tandem

Master Cylinders, Boosters, Wheel Cylinders, Valves and other installation parts,

Heavy Duty Brakes and clutch fluid to Dot.3 and Dot.4 specification, Permanent mould

ferrous dye-castings, Grey Iron, SG castings & Engineering Plastic compounds.

TVS Finance Limited

Incorporated on 9th February 1998, TVS Finance LTD (TVS F&S) is a finance

company under the TVS Group. With a share capital of Rs.130 million, TVS F&S is in

the business of retail finance, hire purchase, leasing and bill discounting. TVS F & S

stock on hire and leased assets as on 31st March 1999, stood at Rs.6999 million and

Rs.646 million Respectively.





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The fund base of TVS F&S, mobiles from retail clients, by way of deposits/secured

non-convertible bonds was at Rs.1415.6 million as on 31st March 1999. The net worth

of the company on the same date was Rs.289 million, funds deployed were Rs.2538.5

million

.


TVS F & S's core business includes both corporate and retail finance. The products

offered to the corporate sector include leasing and hire purchase of equipment and

discounting of bills. Retail financing is focused on financing products comprising TVS

Suzuki two wheelers, consumer durables and other IT products. Over the years, F & S

has built up a customer base of more than 50,000 households.

The company renders prompt customer service with the help of its computerized back-

office operations supported by state-of-the-art computer hardware and software.

Lakshmi Auto Components Limited

Company Profile

The company is a subsidiary of TVS-Suzuki, manufacturing gears, crankshafts and

connecting rods for TVS-Suzuki motorbikes and mopeds. Specialized components for the Fuel injection equipment project of Lucas-TVS are also made by LAC. With its

state-of-the-art manufacturing facilities and heat treatment equipment, LAC is one of

India's leading precision machining units.

Its division, Harita Rubber Products, manufactures rubber moulded components and air

brake hoses for the automotive industry with installed capacity of 750 tpa.





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Another division, Sundram Plastics, manufactures plastic injection moulded

components for two wheelers & home appliances.

Sundaram Textiles Limited

Company Profile

Sundaram Textiles was formed in 1960 to manufacture 100% cotton and synthetic yarn.

It has two units: one at Nanguneri in Tirunelveli District and another at Therkutheru in

Madurai. The unit has 47000 spindles and 720 rotors. Currently the company exports

50% of its production to several countries in Europe, Middle East, Far East and South

Asia.


Quality carded and combed cotton/blended yarn in hanks and cones, in counts of 16s to

120s, in single and double yarn. TFO, knitting, weaving yarn, gassed, singed,

mercerized, Bleached yarn on cones and hanks. Open end yarn in cheese and hanks in

counts 6s to 20s.

Transenergy Limited

Company Profile

Transenergy Limited is promoted by Sundaram Finance and associate companies. Itwas incorporated in 1981 in technical collaboration with Deltec Fuel System BV,





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Holland, internationally renowned manufacturers of Fuel Charging Systems for Internal

Combustion Engines using Gaseous Fuels such as LPG (Liquefied Petroleum Gas) and

CNG (Compressed Natural Gas). The factory and R&D Unit are located at Chennai.

Over 6000 cars have been retrofitted with CNG kits in the cities of Delhi, Mumbai,

Surat, Ankleshwar and Baroda with a market share in excess of 50% in the country.


CNG Conversion kits suitable for Premier Padmini, Ambassador, Contessa, Maruti 800,

Omni, Esteem, Gypsy and Zen.

Turbo Energy Limited

Company Profile

Turbo Energy Limited was incorporated in 1982 in technical and financial collaboration

with Aktiengesellschaft Kuhnle, Kopp & Kausch (KKK), Germany (presently 3K

Warner Turbo systems), internationally renowned manufacturers of Turbochargers.

The manufacturing plant is located at Pulivalam, Vellore District, Tamil Nadu, and the

R&D centre at Padi, Chennai. The company's service centres are located at Chennai,

Calcutta and Delhi. TEL Turbochargers are fitted as Original Equipment for Ashok

Leyland, Simpson, TELCO, BEML and KOEL engines for industrial and automotive

applications.


The latest K series Turbochargers for automotive and non-automotive applications.

TVS Cherry Limited

Company Profile





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The company was formed in 1994 as a joint venture between TVS and Cherry Electric

Corporation, USA. Manufacturing started in 1994


Manufacturers of precision miniature, sub-miniature, selector switches and hall effect

sensors for the appliances industry, office automation and applications.Keyswitches and

advanced performance/special purpose keyboards for the Line of IT industry.

TVS Interconnect Systems Limited

Company Profile

TVS Interconnect Systems Limited was incorporated in the year 1999. The company

has its manufacturing facility located at Madurai. The Business Development and

Marketing Functions are head quartered at Bangalore. The regional marketing offices

are located at Bangalore, Hyderabad, Mumbai and Delhi


Manufacture and assembly of Electronic connectors, Rf Coax Product, Cable

Assemblies, Fiber Optic Products and accessories.

TVS Lanka Pvt Ltd.

Company Profile

A JV established in 1995 by T V Sundram Iyengar & Sons Limited, Asia Match

Company Limited, Ashok Leyland Holdings Limited, Ashok Leyland InvestmentsLimited from India with Worldwide Enterprises Pvt. Ltd of Sri Lanka. The commercial





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operations were commenced from 1997 and the Company has established a vast

network of over 60 dealers across the length & breadth of the Country. Initially the

focus was on distribution of genuine replacement parts for Ashok Leyland and Tata

commercial vehicles from Quality auto component manufacturers from India,

JV is now looking at expanding the scope of distribution to cover distribution of spare

parts for Japanese vehicles also. The core strength of the company is its large supplier

base from India and vast network of dealers


Distribution of Ashok Leyland commercial vehicles, spare parts for Ashok Leyland,

Tata vehicles and Tractors. These are sourced from more than 30 leading, Indian,

ancillary component manufacturers. Most of these suppliers are ISO accredited

companies with strong R&D facilities for meeting global standards

TVS - Motor Company Limited

Company Profile

TVS Motor Company Limited is one of the largest two-wheeler manufacturers and also

among the fastest growing companies in the country. It is the largest manufacturer of

sub 100cc (50cc, 60cc & 70cc category) 2-wheelers in the world.

It has the unique distinction of having sold nearly 4 million mopeds the highest ever in

India. It exports its range of products to 17 countries worldwide. Its unrelenting pursuit

of customer satisfaction in all aspects of manufacturing of 2-wheelers is reflected in

over 6 million satisfied owners of mopeds, motorcycles and scooters. Its 4000 highly

motivated employees manufacture high quality vehicles from two manufacturing plants

in Hosur and Mysore, with a wide dealer network of around 410 & 1200 service outlets.






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Motorcycles, Mopeds, Scooterettes and Scooters.

TVS R&M Limited

Company Profile

The company was formed in 1995 as a joint venture between the TVS Group and

Reichle De Massari, Switzerland. Manufacturing started in 1997.


Manufacturers of main distribution frames and accessories, cross connection cabinets,

distribution point boxes, drop wire modules and fiber distribution frames for public and

private telecom networks.

TVS Sewing Needles Limited

Company Profile

TVS Sewing Needles was established in 1962 as a joint venture with The Singer Co.,

USA. Production commenced in 1964. The initial range included two types of needles

manufactured with milled groove technology.

Today, the licensed production capacity is 100 million needles of 45 different types,

manufactured with die-press, eye rounding technology. Needles are also exported to

United Kingdom and Japan. The company has 140 employees.


Household needles in six sizes, industrial needles (of 20 different types) for garment,

hosiery, shoe, leather, canvas and jute stitching industries.

TVS Srichakra’s Limited

Company Profile





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Incorporated in 1982, TVS Srichakra’s has emerged as a leader in tyres and tubes for

two wheelers. Accredited with ISO 9001 certification, TVS Srichakra’s, with the brand

TVS Tyres, manufactures the complete range of tyres and tubes for mopeds,

motorcycles, scooters and three wheelers. It is the largest single supplier to two wheeler

manufacturers in India. Supported by a wide network of dealers all over the country,

TVS Srichakra’s enjoys an excellent reputation in the Indian market. The company has

also developed a range of industrial pneumatic tyres, farm tyres, mining tyres and

implement tyres for export.

TVS Srichakra's networking division distributes structured cabling products from

Reichle De Massari of Switzerland


Tyre Division

Tyres and tubes for two and three wheelers, industrial pneumatic tyres, farm and

implement tyres, mining tyres and antique tyres. Phenolic and rubber moulded

products.

Networking Division

Distributor of structured cabling products. Structured cabling solutions in copper and

fibre for data, voice & video applications. Consultancy for active components: Hubs,

Switches, Routers and Wan connectivity. Turnkey solutions for LAN and WAN

infrastructure.

TV Sundram Iyengar & Sons Limited

TVS & Sons Ltd., established in 1911, is the parent and holding company of the TVS

Group. TVS & Sons Ltd. is the largest automobile distribution company in India with a

turnover exceeding US$ 450 million (over RS 15000 million). It employs over 5000

persons. The company operates through three divisions; TVS & Sons, Sundaram

Motors and Madras Auto Service.






auto Agencies”

TVS & Sons distributes Heavy Duty Commercial Vehicles, Jeeps and Cars. It

represents various leading manufacturers like Ashok Leyland, Mahindra and Mahindra

Ltd., Fiat and Honda. The company has more than 100 outlets and is also the largest

distributor of spare parts in India, handling more than 70 suppliers and 25000 part lines

TVS & Sons has grown to become a leading logistics solution provider and has setup

state-of-the-art warehouses across the country. The Logistics Division has tied up with

leading logistics consultants across the globe and provides logistics support to almost

all the leading automobile manufacturers in India. TVS & Sons has recently diversified

into distributing Garage Equipment ranging from paint booths to engine analyzers and

industrial equipment products. The strength of the company is the after-sales-service it

provides.

TVS Automotive Europe Ltd.

Company Profile

Erstwhile known as Unipart TVS Limited, the JV established in 1997 has been renamed

as TVS Automotive Europe Limited to reflect the changes made in the shareholding

structure. The company is promoted by T V Sundram Iyengar & Sons Limited from

India with JBE Ltd in UK and is primarily engaged in distribution of automotive

components and other engineering products sourced primarily from India. The company

covers United Kingdom and Western European Countries and is a single contact point

for potential buyers who want to source a range of components from different

manufacturing companies in India. Turnover for the year 2000 exceed 1 Million GBP.

The company has plans to expand the scope of sourcing to neighboring Asian countries

also in the near future

.Products and Services

Distribution of automotive components and other engineering products sourced

primarily from India.





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Wheels India Limited

Company Profile

Wheels India was set up as a joint venture between TVS and Dunlop, UK in 1960. The

company supplies wheels as Original Equipment to all major vehicle manufacturers in

the country. Wheels India is entering into collaboration with Titan, the world leader in

off-highway vehicle wheels relating to earthmoving, construction and agricultural

equipment. Manufacturing Plants are located at Chennai, Tamil Nadu, Rampur, UP andRanjangaon, Maharashtra. Wheels India has a workforce of 1200.


Wheels for commercial vehicles, cars, jeeps, tractors, construction equipment / earth

mover and defence vehicles, wire wheels for export and air suspension systems for

commercial vehicles

TVS offers a wide range of two-wheelers

Uncompromising Quality, Technology

TVS Motor Company’s R&D division has an imposing pool of talent and one of the

most contemporary labs, capable of developing innovative designs.

Committed to achieving total customer satisfaction through Total Quality Control

(TQC), the Company continuously strives to give the customer, the best value for

money.

Eco-friendly

TVS is committed to protecting the environment. The company’s manufacturing

facilities at Mysore & Hosur have state-of-the-art facilities & air pollution control

measures. Even the suppliers are encouraged to ensure that their products meet eco-

friendly norms





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Mopeds:

In the Moped segments there are 3 Models:

1. TVS Champ 50 cc

2. TVS XL Super 70 cc

3. TVS heavy duty 70 cc

All these models are popular in the rural area especially in south and we hold 80 % of the market in this segment.

Scooterettes:

In this segment

1. TVS Scooty

2. TVS Scooty PEP

3. TVS Scooty PEP +

4. TVS Scooty Trenz

Motorcycles

In motorcycles we have variety of models and its variants. These can be classified as

1)Victor family and it’s variants

a) VICTOR GLX (124.8 CC )

b) VICTOR GX (109.3 CC )

c) VICTOR Edge (125 CC )

2. Star Family (99.7 CC)

a) Star ( 99.7 CC)





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b) Star city (99.7 CC)

3. Centra (99.8 CC)

4. Max R 5. Apache (147.5 CC)

6. TVS Fiero (147 CC)

a) Fiero F2 (147CC)

7.TVS Sport (100 cc)

Milestones of TVS Motor

1980: India's first 2 seater 50cc Moped TVS 50, launched in August.

1984: First Indian Company to introduce 100cc Indo-Japanese

motorcycles in September.





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1994 :Launched first indigenous Scooterette (sub-100 cc variomatic

scooters), TVS Scooty in June.

1996: Introduced first catalytic converter enabled motorcycle, the 110cc

. Shogun in December

1997: Launched India’s First 5-speed motorcycle, the Shaolin in October.

2000: Launched TVS Fiero, India's first 150 cc, 4 stroke motorcycle in

April.

2001 : Launched TVS Victor, 4-stroke 110 cc motorcycle, in August,

India's first fully indigenously designed and manufactured motorcycle.

2002 – Deming Application prize (First powered two wheeler company

in the world to be awarded this prize for TQM )

2002 – Best Technology award for TVS Victor from Ministry of

Science and Technology, Govt of India

2003 – Best managed and most investor friendly company by Business

today

2004 - ‘Best design’ award in the two wheeler category for Scooty PEP

from National Institute of design and Business world.





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2004: Launched TVS Centra in January, a world-class 4-stroke 100 cc

motorcycle with the revolutionary VT-i Engines for best-in-class mileage.

2004: Launched TVS Star in Sept, a 100 cc motorcycle which is ideal for

rough terrain.

2006: Launched TVS Scooty Pep 90 CC Scooter

Launched TVS Apache 147.7 CC Motorcycle

2007 : Launched TVS STAR SPORT 100 CC Motorcycle .

FINANCIAL REPORT OF T VS

IN CRORES

Financials of TVS Motor Quarterly Annual

Income Statement (Mar '07) (Mar '06)

Net Sales 919.88 3234.96

Other Income 26.96 80.72PBDIT 37.04 283.35

Net Profit 9.05 117.00

Balance Sheet

Total Share Capital 23.75

Net Worth 766.12

Total Debt 385.04

Net Block 766.78

Investments 344.19

Net Current Assets -80.29

Total Assets 1151.16





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Umarani Tvs Auto Agencies ,Hubli partnership firm, with Mr. Somashekar V.

Umarani as managing partner, was established in the year 2006,as an authorized

dealership for TVS Motorcycles sales and service. It is the main dealer of TVS

motorcycles in Hubli.

PROFILE

Somashekhar V. Umarani (MBA)

Managing Partner Umarani Autos

STRENGTHS:

Somashekhar V. Umarani has 20 years experience in various capacities i.e. commercial

and financial sectors. He was personally responsible in establishing Centurion Bank

Ltd.From scratch at a time when private sector banks had a real tough time to win the

confidence and trust of the customers. Being a commerce graduate he has acquired

sufficient Administrative and Managerial Skills and post graduation in management has

definitely given him that extra strength. He has experience in managing financial

institutions and has sound knowledge of stock market as well as commodity market.

PRESENT POSITION:

• Since August 2006,he is running TVS Motor Co Ltd. Two wheelers Main

Dealership in Hubli in the name of Umarani Autos

• Director of Sri Sai Urban Co-operative Credit Society Ltd. Hubli.

• He is active member of Rotary Club of Hubli (North).





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We are committed to customer satisfaction by giving high quality and value for money

products to customers not only this but also it is environmentally friendly & lifetime

personal transportation under TVS Brand. We are selling a leading product which is

one among the top two wheeler manufacturers in India and one among the top five two

wheeler manufacturers in Asia

OBECTIVES

To maintain lifetime personal transportation we do the following activities.

1. We do fallow up for free service

2. We are calling up customer get post service feedback.

3. We deliver the service vehicle on time

4. We use company genuine parts and company provided lubricant Oil for the

vehicles.

SERVICEWe have High –Tech service station and spares section in the same premises. We have

trained manpower including the High tech tools and equipments (as per the TVSM

standard) to take care of the after sales service requirements. All our mechanics and

supervisors are trained by TVS-M. We provide three types of service to the customers.

1. Free Service

2. Paid coupon Service

3. Post warranty Service

We sell all TVS-M two wheeler genuine spare parts and TVS-M recommended

lubricant oil in spares shop.

The Company launched TVS Star ,Apache, Scooty pep,Scooty Trenz, Scooty as the

products into the market .It has done sales about 1400 vehicles in just eleven months

.this is great achievement because it has done a great number of sales in just short span

of tie .this shows the great work done by Umarani Tvs autos

.





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Umarani TVS Autos Agencies also have automated workshop with fully trained senior

mechanics to look after servicing of customers bikes. They provide door service,

express service, on the spot service ,breakdown service and help in getting insurance

claim for accident vehicles

The Showroom is fully centralized with smart looking and courteous sales staff. Their

showrooms also have ICICI, Centurion, TVS Finance Bank personnel, as they help

customer in getting vehicles loans.

The service enter is fully automated with experienced and well trained mechanics .The

customer Lounge is Air Cooled with facilities provide to customer like Television,

Magazines, Newspaper, Water cooler, Clean toilets etc.The billing system and Job card

entry system are fully computerized .There is one service manager, four supervisor,10

mechanics and 5 helpers mechanics. The service center also provides facilities like

mobile charger, drop home facilities, door service, Sunday service,

customer information, pay board, express service, insurance renewal and claim

assistance break down service etc…

The Umarani TVs auto agencies occupies a unique place in the heart of the city i.e.

vidyanagar Hubli and also in the hearts of people of twin cities the newly built

showroom is two floored cellular being the service center, ground floor being the

showroom, ground floor being the showroom in the first floor being the office


ManagingDirector

Sales

Manager

Accountan

t

Asst

Accountan

t

Sales

Man

Finance

Manager

SalesMan

Clerk




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PRODUCTS ARE





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THEORETICAL BACKGROUND FOR THE PROJECT

The marketing is a process which starts with customer and ends with customer. The

Customer has become the main focus and all the marketing strategies revolve around

him. Previously the manufacture used to make a product and the self it to the customer

without any importance to after sales-service. But the market has totally changed know

and based on the customer wants the services are designed and provided and the best

example for this is SAP.





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In case of services industry also the scenario has totally changed. Till early 90’s

companies did not pay much attention to after sales service and they mainly

concentrated only on the sale of the product. But later after LPG(Liberalization

Privatization Globalization) there was a vast change in Indian economy as most of the

foreign companies entered the Indian market and competition creped in and it was Do

or Die situation for the Indian companies. It was a tough task for the Indian companies

to compete with these global players. The Global players were more customer centric

and believed that service is the only way to keep in close proximity with customers.

The Indian companies also began to realize the importance of service industry

contributes 52% to Indian economy according a latest survey. The after sales service

plays a vital role in the customer choice of the vehicle.

RATIONALE BEHIND THE CHOICE OF THE PROJECT

The Indian automotive industry consists of five segments: commercial vehicles; multi

utility vehicle & passenger cars; two-wheelers; three-wheelers; and tractors. With

9,822,963 units sold in the domestic market and 8,53,591 units exported during the first

nine months of FY 2007 (9MFY 2007), the industry (excluding tractors) marked a

growth of 26% over the corresponding previous. The two- wheelers sales have

witnessed a spectacular growth trend since the mid nineties.





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The Two-wheeler market in India is growing at a rapid rate of 26%. India is the second

largest two-wheeler market in the world, today. Two-wheeler account 79% of the total

automobile sales in India. The three main product segments in the two-wheeler

category, motorcycles dominate, largely because when compared to scooters or

mopeds, they are seen as objects of desire, in addition to utility. Out of the nearly nine

million two-wheeler sold annually in India today, 3.8 million are motorcycles.

Due to increase in the sales of the vehicle the need for after sales service has also

become very important. The after sales service is playing a main role in the choice of

the vehicle. The various customer satisfaction surveys carried out points that the

customer awareness regarding servicing of their vehicles has increased and customers

perceive the after sales service as an important aspect.

The increasing focus towards post-sales customer satisfaction has made me choose this

topic for my MCP. Beside all this was, an underlying interest in automobiles, which

made me to choose this project.

UTILITY OF THE PROJECT

The project was a learning experience to me in the marketing stream. Through this

project I was able to learn a lot of things and co-relate them to theory with the practice

on the field, following were some of the utilities to me from the project.





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Understanding of various attributes involved in case of a Two-Wheeler

servicing and their importance to the customers.

Customer perception regarding post-sales services provide by authorized service

dealer.

It helped me in getting practical exposure in the field of Services Marketing.

It helped to understand what role Service plays when a customer purchases a

Two-wheeler.

It will help to understand what role service plays when a customer purchases a

Two-Wheeler.

The Project will help the organization in the following ways

Perception of the customer regarding Post-Sales services for the motorbike.

To get the strong attributes of the Organization services and areas of

improvement in the service aspect.

The strategies that the organization can adopt to attract the customers.

To know the customer awareness level of various schemes launched.

The utility of various schemes launched and their customer appreciation.

The project is not only useful to the company but also the customers.

Their opinions will help the company to tailor-make the services they desire at

their feasible price.





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To Provide them a better service in the way they would prefer.

To express their opinion to the company through my Questionnaire.

TOPIC OF STUDY:

Title of the Project: Customer Perception towards the Post-Sales Serviceprovided by Umarani TVS Auto Agencies, Hubli.





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Area of Study: Marketing

Organization Name: Umarani Auto Agencies-Authorized dealer of TVS

motorbikes in Hubli.

OBJECTIVES OF THE STUDY

To study various attributes customers prefer in a two-wheeler service.

To analyze the extent of the customer satisfaction for a two wheeler

Service.

To find out difference in perception of customers towards authorized

Service provider Vs unauthorized service providers in Hubli city.

To study the mindset of customers towards authorized services

Offered by Umarani TVS.

Methodology adopted:

Sources of data





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Data are facts, figures and other relevant materials, past and present, serving as bases

for study and analysis. The data serves as the basis for analysis without an analysis of

factual data no specific inferences can be drawn on the questions under study.

Inferences based on imagination or guesswork cannot provide correct answers to the

research questions, the relevance, adequacy and reliability of data determine the quality

of the findings of a study. For the purpose of present study, data from two sources

have been collected namely primary and secondary data.

Primary data

Primary data are the data that are collected to help solve a problem or taken advantage

of an opportunity on which decision must be taken. The main method of collecting

primary data is survey method, there are different types of survey techniques for

example personal interview, mail survey, Internet survey and telephone survey.

Primary data is first hand information that has been collected by the researcher from the

respondents of Hubli city through personal interview method with the help of

questionnaire. Analysis, interpretation, summary of findings, conclusions and

recommendations are completely based on primary data.

Secondary data

Secondary data are data that were developed for some purpose other then helping to

solve the problem at hand. After identifying and defining the research problem and

determining specific information required solving the problem, the researchers task is to

look for the type and sources of data, which may yield the desired results.

Secondary data in this research references made by the researcher with the other

published sources. The present research will not be complete without the complete

reference to the relevant secondary data.

The sources of secondary data including the following





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• Internet

www.India automobile.com

www.Tvs motors.com

www.Hero Honda motors .com

www.indiabike.com

www.acma.com

• Newspaper : Business line, Business Standard, Times of India.

• Magzines-

Auto India, Overdrive, Hot Wheels.

Sampling Design

Steps


http://www.india/

http://www.tvs/

http://www.hero/

http://www.indiabike.com/

http://www.acma.com/

http://www.india/

http://www.tvs/

http://www.hero/


http://www.acma.com/




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1. Define the Population

2. Specify sampling Frame

3. Specify sampling unit

4. Specify Sampling Method

5. Determine sampling size

6. Specify sampling plan

7. select the sample

1. Define the Population:

Element- Owners of TVS two-wheeler in Hubli.

Sampling Unit- Customers who own TVS motorbike.

Extent- Hubli territory

Time- During the period of Dec 10, 2007 to April 19, 2008.

2. Specify the sampling frame:

Vehicle owners list from TVS Umarani Auto Agencies( Dealer of TVS in Hubli),

Education institutions, Offices etc.

3. Specify sampling unit/ Element:

Customers who own TVS bike in Hubli City.

4.Specify sampling method :

Non-Probability Convenient Sampling

5. Determine Sampling size :

Umarani TVS Servicing Customers: 80




Which is TVS bike you own?

T v s E x c e l

a p a c h e

s c o o t y

a p a c h e R T R

1 6 0

s c o o t y p e p

s c o o t y p e p +

s t a r s t a r c i t y

T V S v i c t o r

P e r c e

n t

40

30

20

10

04

8

4

13

21

910

31


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25 31.3 31.3 31.3

8 10.0 10.0 41.3

7 8.8 8.8 50.0

17 21.3 21.3 71.3

10 12.5 12.5 83.8

3 3.8 3.8 87.5

6 7.5 7.5 95.0

1 1.3 1.3 96.3

3 3.8 3.8 100.0

80 100.0 100.0

TVS victor

star city

star

scooty pep+

scooty pep

apache RTR 160

scooty

apache

Tvs Excel

Total

ValidFrequency Percent Valid Percent

Cumulative

Percent

Inferences:

Among the 80 responded surveyed I found that 25 customers are have TVS Victor

that shows 31% respondents preferred Tvs Victor as there Bike. Scooty Pep+ anScooty Pep 21% and 12.5% customer having the two wheeler. That shows most of

the customers prefer Victor Pep And Pep+ bike as there Two Wheeler.

Frequencies





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How frequently you get your bike serviced? once in

26 32.5 32.5 32.5

30 37.5 37.5 70.0

20 25.0 25.0 95.0

3 3.8 3.8 98.8

1 1.3 1.3 100.0

80 100.0 100.0

2 months

3-4 months

5-6 months

6-8 months

9-11 months

Total

Valid

Frequency Percent Valid Percent

Cumulative

Percent

1.3%

3.8%

25.0%

37.5%

32.5%

9-11 months

6-8 months

5-6 months

3-4 months

2 months

Findings

Out of the 80 respondents surveyed

37% i.e. 30 got their vehicle serviced once in 3-4 months

32% i.e. 26 got their vehicle serviced once in 2 months


Conclusion

By this survey we can found that most of the people prefer service after

3-4 months. there are 25% people who prefer service every 5-6 months

company may convert them to turn as 3-4 month customers.





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Frequencies

Rank your priorities in case of servicing of you bike?

5 6.3 6.3 6.3

20 25.0 25.0 31.3

27 33.8 33.8 65.0

15 18.8 18.8 83.8

9 11.3 11.3 95.0

4 5.0 5.0 100.0

80 100.0 100.0

pricing

location of service center

problem ractification

On time delivery

cleanliness of service

center

others

Total


Cumulative

Percent

Graph

o t h e r s

c l e a n l i n e s s o f s e r v i

O n t i m

e d e l i v e r y

p r o b l e m r a c t i f i c a t i o

l o c a t i o n o f s e r v i c e

p r i c i n g

C o u n t

30

20

10

0

4

9

15

27

20

5

Findings

27 of them gave problem rectification as 1st Priority this show that customer of Umarani

TVS auto agencies give more preference to problem ratification so company have to

concentrate on problem rectification. Location of service center and on time delivery are

equally important company must give preference to on time delivery it will help them to

gain customer or maintain customers.





auto Agencies”

Frequencies

was the problem of your vehicle rectified to your satisfaction during the last

servicing?

55 68.8 68.8 68.8

21 26.3 26.3 95.0

4 5.0 5.0 100.0

80 100.0 100.0

fully ractified

partly ractified

not ractified

Total

Valid


Cumulative

Percent

Graph

5.0%

26.2%

68.8%

not ractified

partly ractified

fully ractified

Findings

Out the 80 respondents surveyed

69% respondents vehicle problem were Fully Rectified.

26% respondents vehicle problem were Partly Rectified.

5% respondents vehicle problem were Not Rectified.

Conclusion

Most respondents problem were Fully Rectified but still there is Scope for improvement.





auto Agencies”

Frequencies

Your opinion regarding pricing of services by Umarani Autos?

22 27.5 27.5 27.5

50 62.5 62.5 90.0

8 10.0 10.0 100.0

80 100.0 100.0

high priced

moderaltely priced

economically priced

Total

Valid


Cumulative

Percent

Graph

10.0%

62.5%

27.5%

economically priced

moderaltely priced

high priced

Findings

Out of 80 respondents surveyed

62% of respondents feel that pricing of service is moderate

27% of respondents feel that pricing of service as high

10% of respondents feel that pricing of service is economical

Conclusion

Most of the respondents felt the pricing to be moderate but a certain number of

respondents feel it to be highly priced.





auto Agencies”

Frequencies

Your opinion about the org picking up your vehicle for servicing on a phone call?

26 32.5 32.5 32.5

36 45.0 45.0 77.5

11 13.8 13.8 91.3

7 8.8 8.8 100.0

80 100.0 100.0

i liked it i am using

this service

i did not know about

this service if detail

given i will pre

dont know and dont

prefer if i know

i know about this but

dont want to prefer Total


Cumulative

Percent

8.7%

13.8%

45.0%

32.5%

i know about this bu

dont know and dont p

i did not knowabout

i liked it i amusin

Findings


45% said they would go for the pick-up service if detail were given

32% said they are using the service

14% said they don’t know about this and would not use it if even detail were given

9% said they knew about this service and would not prefer.

Conclusion





auto Agencies”

Most respondents would go for service if details were given and hence communication

should improve regarding the services.

FrequenciesWas the servicing/ repair done in the bike explained to you at the time of

delevery?

69 86.3 86.3 86.3

11 13.8 13.8 100.0

80 100.0 100.0

yes

no

Total

Valid


Cumulative

Percent

Graph

13.8%

86.3%

no

yes

Findings


86% were explained about the repair/ servicing carried out

14% were not explained about the repair/ servicing carried out

Conclusion

Most of the respondents were explained about the repair/ service carried out but still

there is scope for improvement.





auto Agencies”

FrequenciesQ9)b) if yes how did you feel about the service carried out?

48 60.0 60.0 60.0

23 28.8 28.8 88.8

5 6.3 6.3 95.0

4 5.0 5.0 100.0

80 100.0 100.0

i liked it very much

i did not feel the

difference

i did not feel satisfied

i did not feel it worthwhile

Total


Cumulative

Percent

Graph

5.0%

6.3%

28.7%

60.0%

i did not feel it wo

i did not feel satis

i did not feel the d

i liked it very much

Findings


60% liked about the repair explanation

29% did not feel the difference

6% were not satisfied

5% felt it was not worth while

Conclusion





auto Agencies”

Most of the respondents liked the service explanation and still there is scope for

improvement. Company also give preference to other 40% customer and try to

convert them to feel as its worth while.

Frequencies

Are you aware of any TVS promotional activity?

63 78.8 78.8 78.8

17 21.3 21.3 100.0

80 100.0 100.0

yes

no

Total


Cumulative

Percent

Graph

21.3%

78.8%

no

yes

Findings

out of the 80 respondents surveyed

79% are aware of TVS promotional activities

21% are not aware of TVS promotional activities.

Conclusion





auto Agencies”

Most of the respondent are aware TVS promotional activities. Still there are

respondents who don’t know about these activities company have to concentrate on

these customers.

Frequencies

if yes do you think such a scheme will work in service aspect?

67 83.8 83.8 83.8

13 16.3 16.3 100.0

80 100.0 100.0

yes i think it will work

no i think it will not work

Total

Valid


Cumulative

Percent

16.2%

83.7%

noi think it will n

yes i think it will

Findings

Out of respondents surveyed

84% felt that the such scheme will work

16% felt that scheme will not work

Conclusion

Most of the respondents felt that such scheme will work so company must offers such

scheme in future also and such scheme should be encouraged.





auto Agencies”

Frequencies

1.3%

35.0%

52.5%

11.2%

Average

Good

Very Good

Excellent

Findings


52% of respondents felt the service station ambience as Very Good

35% of respondents felt that service station ambience as Good

11% of respondents felt that service station ambience as Excellent

1% of respondents felt the service station ambience as Average

Conclusion

Most of the respondents felt the service station ambience is Very Good

Frequencies





auto Agencies”

Please tick the attribute you feel appropriate in case of Umarani Auto

Agencies in Process of servicing your vehicle(Water Wash and Polish)

8 10.0 10.0 10.0

30 37.5 37.5 47.5

40 50.0 50.0 97.5

2 2.5 2.5 100.0

80 100.0 100.0

Excellent

Very Good

Good

Average

Total


Cumulative

Percent

Graph

2.5%

50.0%37.5%

10.0%

Average

GoodVery Good

Excellent

Findings


50% of respondents felt the Water Wash service Good

38% of respondents felt the Water Wash service Very Good

10% of respondents felt the Water Wash service Excellent

3% of respondents felt the Water Wash service Average

Conclusion

Most of the respondents liked the Water Wash Service.

Frequencies





auto Agencies”


Agencies in Process of servicing your vehicle(Promptness in delivery)

3 3.8 3.8 3.8

8 10.0 10.0 13.8

36 45.0 45.0 58.8

29 36.3 36.3 95.0

4 5.0 5.0 100.0

80 100.0 100.0

Excellent

Very Good

Good

Average

Poor

Total


Cumulative

Percent

Graph

5.0%

36.3%

45.0%

10.0%

3.8%

Poor

Average

Good

Very Good

Excellent

Findings

Out of the 80 respondents surveyed45% of respondents felt the Promptness in Delivery Good.

36% of respondents felt the Promptness in Delivery Average.

10% of respondents felt the Promptness in Delivery Very Good.

5% of respondents felt the Promptness in Delivery Poor.

4% of respondents felt the Promptness in Delivery Excellent.

Conclusion

Most of Respondents Felt the Promptness in delivery was Good but still there is a lot of

scope for improvement.Frequencies





auto Agencies”


Agencies in Process of servicing your vehicle(Location of Service station)

6 7.5 7.5 7.5

48 60.0 60.0 67.5

25 31.3 31.3 98.8

1 1.3 1.3 100.0

80 100.0 100.0

Excellent

Very Good

Good

Average

Total


Cumulative

Percent

1.3%

31.3%

60.0%

7.5%

Average

Good

Very Good

Excellent

Findings


60% of the respondents felt the Location of Service Station as Very Good

31% of the respondents felt the Location of Service Station as Good

8% of the respondents felt the Location of Service Station as Excellent

1% of the respondents felt the Location of Service Station as Average.

Conclusion

Most of the respondents liked the location of service station.





auto Agencies”

Frequencies


Agencies in Process of servicing your vehicle(Staff behavior)

2 2.5 2.5 2.5

25 31.3 31.3 33.8

45 56.3 56.3 90.0

6 7.5 7.5 97.5

2 2.5 2.5 100.0

80 100.0 100.0

Excellent

Very Good

Good

Average

Poor

Total

Valid

Frequency Percent Valid PercentCumulative

Percent

Graph

2.5%

7.5%

56.3%

31.3%

2.5%

Poor

Average

Good

Very Good

Excellent

Findings


56% of respondents felt the Staff Behavior as Good

31% of respondents felt the Staff Behavior as Very Good

8% of respondents felt the Staff Behavior as Average

2.5% of respondents felt the Staff Behavior as Poor

2.5% of respondents felt the Staff Behavior as Excellent.

Conclusion

Most of the respondents liked the Staff Behavior but still there is scope forimprovement.





auto Agencies”

Frequencies


Agencies in Process of servicing your vehicle(Understanding the repair

requirement by supervisior)

11 13.8 13.8 13.8

20 25.0 25.0 38.8

45 56.3 56.3 95.0

3 3.8 3.8 98.8

1 1.3 1.3 100.0

80 100.0 100.0

Excellent

Very Good

Good

Average

Poor

Total

Valid


Cumulative

Percent

Graph

1.3%

3.8%

56.3%

25.0%

13.8%

Poor

Average

Good

Very Good

Excellent

Findings


56% of respondents felt the understanding of repair requirements as Good

24% of respondents felt the understanding of repair requirements as Very Good

14% of respondents felt the understanding of repair requirements as Excellent

4% of respondents felt the understanding of repair requirements as Average

1% of respondents felt the understanding of repair requirements as Poor.

Conclusion

Most of the respondents felt the staff were well equipped to understand the repairrequirements.





auto Agencies”

Frequencies


Agencies in Process of servicing your vehicle(Problem rectification)

14 17.5 17.5 17.5

23 28.8 28.8 46.3

37 46.3 46.3 92.5

4 5.0 5.0 97.5

2 2.5 2.5 100.0

80 100.0 100.0

Excellent

Very Good

Good

Average

Poor

Total

Valid


Cumulative

Percent

Graph

2.5%

5.0%

46.3% 28.7%

17.5%

Poor

Average

GoodVery Good

Excellent

Findings

Out of the 80 respondents surveyed.

46% of respondents felt that the Problem Rectification was Good

29% of respondents felt that the Problem Rectification was Very Good

17.5% of respondents felt that the Problem Rectification was Excellent.

5% of respondents felt that the Problem Rectification was Average.

2.5% of respondents felt that the Problem Rectification was Poor

Conclusion





auto Agencies”

Most of the respondents Problem Rectification was Satisfactory but still there is scope

for improvement.

FINDINGS & CONCLUSION FOR LOCAL SERVICINGCUSTOMERS

Frequencies


8 38.1 40.0 40.0

2 9.5 10.0 50.0

3 14.3 15.0 65.0

5 23.8 25.0 90.01 4.8 5.0 95.0

1 4.8 5.0 100.0

20 95.2 100.0

1 4.8

21 100.0

TVS Victor

star city

star

scooty pep+scooty pep

others

Total

Valid

SystemMissing

Total


Cumulative

Percent

4.8%

4.8%

23.8%

14.3%

9.5%

38.1%

4.8%

others

scooty pep

scooty pep+

star

star city

TVS Victor

Missing





auto Agencies”

\Frequencies

How frequently you get your bike serviced? once in

4 20.0 20.0 20.0

3 15.0 15.0 35.0

12 60.0 60.0 95.0

1 5.0 5.0 100.0

20 100.0 100.0

2 months

3-4 months

5-6 months

6-8 months

Total


CumulativePercent

5.0%

60.0%

15.0%

20.0%

6-8 months

5-6 months

3-4 months

2 months

Findings



20% i.e. 12 got their vehicle serviced once in 2 months







auto Agencies”

Conclusion

Most people prefer service after 5-6 month.

Frequencies


7 35.0 35.0 35.0

5 25.0 25.0 60.0

1 5.0 5.0 65.0

2 10.0 10.0 75.0

3 15.0 15.0 90.0

2 10.0 10.0 100.0

20 100.0 100.0

Pricing

Location

Problem Ractification

On Time Delivery

Cleanliness

Staff Beahviour

Total


CumulativePercent

Graph


S t a f f B e a h v i o u r

C l e a n l i n e s s

O n T i m

e D e l i v e r y

P r o b l e m R a c t i f i c a t i o

L o c a t i o n

P r i c i n g

C o u n t

8

7

6

5

4

3

2

1

0

2

3

2

1

5

7

Findings


35% of them gave first preference to Pricing & Location

25% of them gave preference to Location

Conclusion





auto Agencies”

The first important priority is Pricing & Location

Frequencies

you get bike serviced from any local service station If yes why?

11 55.0 55.0 55.0

4 20.0 20.0 75.0

5 25.0 25.0 100.0

20 100.0 100.0

Economic Pricing

Better Problem

Rectification

Good staff Behavior

Total

Valid


Cumulative

Percent

25.0%

20.0%

55.0%

Good staff Behavior

Better ProblemRecti

Economic Pricing

Findings


55% Shifted Because of Pricing

20% shifted Because Better Problem Rectification

25% Shifted Because they Find Good Staff Behavior

Conclusion

Most of respondents Shifted due to pricing.





auto Agencies”

Frequencies

Please tick the attribute you feel appropriate in case of Local Servic StationIn case of servicing your Vehicle(Service Station Ambience)

1 5.0 5.0 5.0

17 85.0 85.0 90.0

2 10.0 10.0 100.020 100.0 100.0

Very Good

Good

AverageTotal


CumulativePercent

10.0%

85.0%

5.0%

Average

Good

Very Good

Findings


85% of respondents felt that local service station ambience as Good

10% of respondents felt that local service station ambience as Average

5% of respondents felt that local service station ambience as Very Good

Conclusion





auto Agencies”

Most of the respondents liked the ambience.

Frequencies

Please tick the attribute you feel appropriate in case of Local Servic Station

In case of servicing your Vehicle(Water Wash & Polish)

1 5.0 5.0 5.0

7 35.0 35.0 40.010 50.0 50.0 90.0

2 10.0 10.0 100.0

20 100.0 100.0

Excellent

Very GoodGood

Average

Total


CumulativePercent

10.0%

50.0%

35.0%

5.0%

Average

Good

Very Good

Excellent

Findings


50% of respondents felt that Water Wash service Good

50% of respondents felt that Water Wash service to be Very Good

50% of respondents felt that Water Wash service Average





auto Agencies”

50% of respondents felt that Water Wash service Excellent.

Conclusion

Most of the respondents liked the Water Wash Service.

Frequencies


In case of servicing your Vehicle(Delivary Time)

11 55.0 55.0 55.0

8 40.0 40.0 95.01 5.0 5.0 100.0

20 100.0 100.0

Very Good

Good Average

Total

Valid


Cumulative

Percent

5.0%

40.0%

55.0%

Average

Good

Very Good

Findings


40% of respondents felt the Promptness in Delivery Good

55% of respondents felt the Promptness in Delivery Very Good

5% of respondents felt the Promptness in Delivery Average.

Conclusion





auto Agencies”

Most of the respondents Felt the Promptness in Delivery Was Very Good.

Frequencies


In case of servicing your Vehicle(Location)

1 5.0 5.0 5.0

12 60.0 60.0 65.07 35.0 35.0 100.0

20 100.0 100.0

Excellent

Very GoodGood

Total


Cumulative

Percent

35.0%

60.0%

5.0%

Good

Very Good

Excellent

Findings


60% of respondents felt the Location of Local Service station as Very Good

35% of respondents felt the Location of Local Service station as Good

5% of respondents felt the Location of Local Service station as Excellent





auto Agencies”

Conclusion

Most of the respondents liked the Location of Local service station and felt it was Very

Good.

Frequencies


In case of servicing your Vehicle(Staff Behavior)

9 45.0 45.0 45.0

9 45.0 45.0 90.0

2 10.0 10.0 100.0

20 100.0 100.0

Very Good

Good

Average

Total

Valid


Cumulative

Percent

10.0%

45.0%

45.0%

Average

Good

Very Good

Findings


45% of respondents felt the Staff Behavior as Good

45% of respondents felt the staff Behavior as Very Good





auto Agencies”

10% of respondents felt the staff Behavior as Average

Conclusion

Most of the Respondents liked the Staff Behavior of Local Service Station

Frequencies


In case of servicing your Vehicle(Repair Requirement)

15 75.0 75.0 75.0

5 25.0 25.0 100.0

20 100.0 100.0

Very Good

Good

Total


Cumulative

Percent

25.0%

75.0%

Good

Very Good

Findings


75% of respondents felt understanding of repair requirements as Very Good

25% of respondents felt the Understanding of repair requirements as Good

Conclusion

Most of the respondents felt the staff were well equipped to understand the repair





auto Agencies”

Requirements.

Frequencies

Please tick the attribute you feel appropriate in case of Local Servic StationIn case of servicing your Vehicle(Problem Ractification)

14 70.0 70.0 70.0

5 25.0 25.0 95.0

1 5.0 5.0 100.0

20 100.0 100.0

Very Good

Good

Average

Total


Cumulative

Percent

5.0%

25.0%

70.0%

Average

Good

Very Good

Findings


70% respondents felt the Problem Rectification was Very Good.

25% respondents felt the Problem Rectification was Good.





auto Agencies”

5% respondents felt the Problem Rectification was Average.

Conclusion

Most of the respondents Problem Rectification was satisfactory.

Frequencies

was the problem of your vehicle rectified to your satisfaction during the lastservicing?

5 25.0 25.0 25.0

13 65.0 65.0 90.0

2 10.0 10.0 100.0

20 100.0 100.0

fully ractified

partly ractified

not ractified

Total


CumulativePercent

10.0%

65.0%

25.0%

not ractified

partly ractified

fully ractified

Findings









auto Agencies”

Conclusion

Most of respondents problem were partly rectified but still there is scope for

improvement.

RECOMMENDATION

Following are some of the recommendations I would like to give based on analysis of

data collected from respondents and also my personal observation during the visit to the

service center

Maintain Customer Database and follow-up the dropouts of the service.

Get the regular feedback from the customer and improve on the areas

suggested by the customer

Personalize the service by maintaining a particular staff to a particular

customer based on customer preference.

Regularly communicate the customer regarding various schemes.

Introduce various schemes for student segments like giving discounts on

servicing

Work upon the delivery time of the vehicle.

Improve upon the Water Wash service, as it is the most important aspect in

two-wheeler service.

Get feedback from the customer regarding the Problem Rectification.

Conduct regular customer satisfaction survey to keep a track of level of

customer satisfaction.





auto Agencies”

LIMITATIONS

Following were the some of the limitation encountered during the project tenure.

All the practical experiences cannot be put on the paper.

The units of TVS bikes in the Twin City is very large and the sample

chosen may not represent the entire population.

The respondents view could be biased and ambiguous.

The research was conducted in Hubli City between Dec 10 April 19 and the

findings are related to particular area and time only.

Due to busy schedule of respondents it was difficult to even interact with

them.

The respondent’s satisfaction for service of Two-wheeler is difficult to

measure and the analysis of data is through personal experience.

The given time span for study was very less to cover the topic of the study.

There are many areas on which the project can be further worked upon.





auto Agencies”

Respected Sir/Madam,

RESPONDENTS DETAILS

Name :____________________________________________________________

Age :______________________

Gender :___________________

Occupation:_____________________________________

Address :___________________________________________

___________________________________________

Contact No.: ________________________________________

Date : __________________________________

Income (Per Annum Rs) ________________________





auto Agencies”

Q1. Which is the TVS bike You own?

Star Sport Star City Star Scooty Pep+

Scooty Pep Apache RTR 160 Scooty Apache

Q2.Which is the model of bike you own?

_________________________________________________________

Q3. How Frequently you get Your bike Serviced? Once in

2 months 3-4 months 5-6 months 6-8 months

9-11 months A year or more

Q4. Rank your priorities in case of servicing of you bike? (Rank 1 for topmost

Priority, 2 for next and so on)

Pricing ______________________

Location of service center ______________________

Problem Rectification ______________________

On Time Delivery ______________________

Cleanliness of service Center ______________________

Others ______________________

Q5. When is the last time you got your bike is serviced?

____________________________________________

Q6. Was the problem of your vehicle rectified to your satisfaction during the last

Servicing ?

Fully Ractified Partly Rectified Not Rectified





auto Agencies”

Q7. Your opinion regarding pricing of services by Umarani Autos?

High Priced Moderately Priced Economically

Priced

Q8. Your opinion about the organization picking up your vehicle for servicing on a

Phone call?

I liked it and I am using this service of Umarani Auto Agencies.

I did not know about this service provided and will so for it if given details.

I did not know about this service and will not prefer even if details are

given.

I knew about this service but did not prefer.

Q9. Was the servicing/repair done in the bike explained to you at the time of

Delivery?

Yes No

If YES, how did you feel about the service carried out?

I liked it very much I dud not feel the difference I did not feel

satisfied

I did not feel it worthwhile

Q10. Are you aware of any TVS promotional activity?

Yes No

If YES, do you think such a scheme will work in service aspect?

Yes, I think it will work No, I think it will not work





auto Agencies”

Q11. Please tick the attribute you feel appropriate in case of Umarani Auto

Agencies

In the process of servicing your vehicle.

Attributes Excellent Very Good Good Average Poor

Service station

Ambience

Water Wash

and Polish

Promptness in

Delivery

Location of

Service station

Staff behavior

Understanding

of repair

requirement by

concerned

supervisor

Problem

rectification

Space for Specific Feedback/ Suggestion for Umarani Auto Agencies

_____________________________________________________________________





auto Agencies”

Q1. Which is the TVS bike You own?

Star Sport Star City Star Scooty Pep+

Scooty Pep Apache RTR 160 Scooty Apache

Q2.Which is the model of bike you own?

_________________________________________________________

Q3. How Frequently you get Your bike Serviced? Once in

2 months 3-4 months 5-6 months 6-8 months

9-11 months A year or more

Q4. Rank your priorities in case of servicing of you bike? (Rank 1 for topmost

Priority, 2 for next and so on)

Pricing ______________________

Location of service center ______________________

Problem Rectification ______________________

On Time Delivery ______________________

Cleanliness of service Center ______________________

Others ______________________

Q5. Where do get your bike serviced?

____________________________________________

Q6. Did you get bike serviced from any local service station?

Yes No

If Yes why?





auto Agencies”

Economic Pricing Accessibility Better problem Rectification

Good Staff Behavior Others

Q7. Please tick the attribute you feel appropriate in case of Local Service Station

In the process of servicing your vehicle.

Attributes Excellent Very Good Good Average Poor

Service station

Ambience

Water Washand Polish

Promptness in

Delivery

Location of

Service station

Staff behavior

Understanding

of repair

requirement byconcerned

supervisor

Problem

rectification

Q8. Was the problem of your vehicle rectified to your satisfaction during the last

servicing at Local Servicing StationFully Rectified Partly Rectified Not Rectified





auto Agencies”

Q9. Please rate the attribute you feel appropriate in case of Umarani TVS Auto

Agencies in the process of servicing your vechicle in the scale of 1 to 5.( 1 being

poor and 5 being Excellent)

Service station Ambience 1 2 3 4 5

Water Wash and Polish 1 2 3 4 5Promptness in Delivery 1 2 3 4 5

Location of Service station 1 2 3 4 5

Staff behavior 1 2 3 4 5

Understanding of Behavior 1 2 3 4 5

Understanding of repair requirements

by concerned supervisor

1 2 3 4 5

Problem rectification 1 2 3 4 5

Space for Specific Feedback/ Suggestion for Umarani Auto Agencies

_____________________________________________________________________





auto Agencies”

BIBLOGRAPHY

Books

Services Marketing By Kenneth Clow & David Kurtz

Magazines

Motoring, Auto India, Override, Hot Wheels

Newspapers

Business Line, Business Standards, Times of India

Websites

www.tvsindia.com

www.indiabike.com

www.icraindia.com

www.waytowealth.com

www.industry20.com

\

http://www.tvsindia.com/


http://www.icraindia.com/

http://www.waytowealth.com/

http://www.industry20.com/

http://www.tvsindia.com/


http://www.icraindia.com/

http://www.waytowealth.com/

http://www.industry20.com/

A PROJECT REPORT on Customer Perception Towards the Post-Sale Services Provided by TVS Auto Ltd

Documents

Transcript of A PROJECT REPORT on Customer Perception Towards the Post-Sale Services Provided by TVS Auto Ltd