Study of Customer Perception and Loyalty towards Bijjaragi Motors

STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI
MOTORS
CONTENTS
Chapter 1
 Executive Summary
 Introduction
 Automobile Industry
 Tata motors

Chapter 2

 Bijjaragi History and concerns
 Organization Profile
 Benefits of employee & customer
 7 P’s

Chapter 3
 HR department
 Service department
 Sales department

Chapter 4
 Findings
 Suggestion
 Conclusion
 Questionnaire
 Bibliography

BABASAB PATIL Page 1

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EXECUTIVE SUMMARY
This project mainly concentrates on the
“Organization Study & Study of Customer perception and
loyalty towards BIJJARAGI Motors Bijapur”.

A consumer may have set of interests, benefits, attitudes and life style before
purchasing a product. But there might be a major change in his taste of preference after
the purchase has been made. In such a position it is difficult for the marketer to know the
behaviour of the consumer. With this view in mind the research study will be conducted
to find out the consumer preference towards store and loyalty.
To carry on the study the research has been conducted as per the marketing
research process. As the study requires the customer (potential) opinion it will also help
to know the awareness level of store and loyalty in Bijapur district and also the opinion
regarding the vehicle as well as the overall performance of bijjaragi Tata motors. The
study will also help us to identify the factors that influence to buy the store and loyalty
which will helpful to company for better improvement of the vehicles & stores. For this
study I had collected the primary data through questionnaire and the company catalogues,
brochures are collected for secondary information. To collect primary data survey is
conducted on individuals (potential customers) this study is limited to the Bijapur district
only. The sample size that I had taken is 50.

This study will also help company to know the customer like as well as there need, want
& satisfaction in stores. (Like bijjaragi motors, manikbag motors, bhagyodaya motors.


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INTRODUCTION

Market area in India has been witnessing several changes in charter and
Complexity since the last few years. These changes include a higher reach of mass media,
particularly due to an increased penetration of satellite Channels, availability of a greater
assortment of products and services. Higher level of consumer spending on items other
than basic necessities, more discerning choice behavior exhibited by consumers, and a
clear Indication of consumer preference for better value in products and services.

The passenger vehicle segment in the automobile industry plays a vital role in
India .The present day market is such that the passenger vehicle is affordable by Middle
class people in urban and semi-urban areas; it is also more convenient for traveling short
and long distance. Over the years the sales figured of the four wheelers has increased to a
very large extent. The sale of the four-wheeler in 1950 was nearly 300 units whereas now
the sales have shot up to millions.

The Indian automobile industry is now striding inroads into the rural middle class
after its inroads into the urban markets and rural rich. It is trying to bring in varying
products to suit requirements of different class segments of customers.

Vehicles that can be considered automobiles were demonstrated as early as 1769
and 1885 marked the introduction of gasoline powered internal combustion engines.


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History of Automobile Industry

The history of the automobile industry in India actually began about 4,000 years
ago when the first wheel was used for transportation. In the early 15th century, the
Portuguese arrived in China and the interaction of the two cultures led to a variety of new
technologies, including the creation of a wheel that turned under its own power. By the
1600s, small steam-powered engine models were developed, but it was another century
before a full-sized engine-powered automobile was created.

The dream a carriage that moved on its own was realized only in the 18th century
when the first car rolled on the streets. Steam, petroleum gas, electricity and petrol started
to be used in these cars.

India's transport network is developing at a fast pace and the automobile industry
is growing too. The automobile industry also provides employment to a large section of
the population. Thus the role of automobile industry cannot be overlooked in Indian
Economy. All kinds of vehicles are produced by the automobile industry. It includes the
manufacture of trucks, buses, passenger cars, defence vehicles, two-wheelers, etc. The
industry can be broadly divided into the car manufacturing, two-wheeler manufacturing
and heavy vehicle-manufacturing units.

The major car manufacturers in India are Hindustan Motors, Maruti Udyog, Fiat
India Private Ltd., Ford India Ltd., General Motors India Pvt. Ltd., Honda Siel Cars India
Ltd., Hyundai Motors India Ltd., Skoda India Private Ltd., Toyota Kirloskar Motor Ltd.,
to name just a few.


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RATAN TATA

Chairman of Tata Sons and major Group companies, including Tata Motors,
Tata Steel, Tata Consultancy Services, Tata Power, Tata Tea, Tata Chemicals, Indian
Hotels, Tata Tele-services and Tata Auto Company.

Vision Statement
“To be the Most Sought after Organization for Enabling
Tata Group Companies Achieve Industry Leadership”

Values
“Credibility, Integrity, Excellence & Continuous Learning and Sharing”
The Tata Group is one of India's largest and most respected business
conglomerates, with revenues in 2005-06 of $21.9 billion (Rs 967,229 million),
the equivalent of about 2.8 per cent of the country's GDP, and a market
capitalisation of $62.2 billion as on July 12, 2007. Tata companies together
employ some 2, 46, 000 people. The Group's 28 publicly listed enterprises —
among them stand out names such as Tata Steel, Tata Consultancy Services,
Tata Motors and Tata Tea — have a combined market capitalisation that is the
highest among Indian business houses in the private sector, and a shareholder
base of over 2 million. The Tata Group has operations in more than 54 countries
across six continents, and its companies export products and services to 120
nations. Products of TATA Motor Heavy Vehicles.


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INDIAN AUTOMOBILE INDUSTRY

The Indian auto industry has grown at an impressive 16.82 per cent over
the last year with total sales of vehicles reaching around 10 million vehicles till
November 2006 as against 8.5 million in 2005. Spurred by a huge demand from the
market, the increase in production is set to improve further driven by a buoyant economy,
with increasing purchasing power, new product launches, coupled with attractive finance
schemes from automobile manufacturers and financial institutions. The domestic
passenger car market recorded a historic 22.66 per cent growth in April-December, 2006,
second only to the 28.56 per cent in fiscal 2003-04. Analysts believe the industry will
close fiscal 2006-07 with around 22-23 per cent growth, against just 16 per cent in
2005-06.

Destination India: India is on every major global automobile player's roadmap, and it
isn't hard to see why:

• India is the second largest two-wheeler market in the world
• Fourth largest commercial vehicle market in the world
• 11th largest passenger car market in the world
• Expected to be the seventh largest by 2016

Robust production: The cumulative growth of passenger vehicles segment during
April-February 2007 compared to the corresponding period in the last year was 22.91
per cent, while that of passenger cars in the same duration was 24.76 per cent, says
the Society of Indian Automobile Manufacturers (SIAM). The commercial vehicles
segment grew by 36.12 per cent during the April-February 2007 period, while three
wheeler sales grew by 14.5 per cent, it added.


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MOTORS
Ashok Leyland
HMT Tractors
Royal Enfield

Audi AG
Honda Motors Co. Ltd.
San Motors

Bajaj Auto
Hyundai Motors
Scooters India Ltd

BEML
Indofarm Tractors
Skoda Auto India

BMW
Kinetic Motor Co. Ltd.
Sonalika Tractors

Bentley Motors Limited
Lamborghini
Suzuki Motors

Chevrolet
LML India
Swaraj Mazda Ltd.

Daewoo Motors
Mahindra & Mahindra
Ltd.
Tafe Tractors

Eicher Motors
Maruti Suzuki India Ltd.


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Economic Survey 2007-08 says:
The installed capacity of the automotive industry has been growing at a compounded
annual rate of over 16 per cent since 2001-02. It produced a wide variety of vehicles
including 1.7 million four wheelers (passenger cars, light, medium and heavy commercial
vehicles, multi-utility vehicles such as jeeps), and over 8 million two and three wheelers
(scooters, motor-cycles, mopeds, and three wheelers) in 2006-07.
India is the second-biggest market for small cars after Japan. It accounts for 60% of the
domestic market.

Facts Figures
It seems that India has finally arrived in the big league of Asian car markets. Steady and
impressive annual growth rate, presence of international automakers, relaxation of
foreign exchange and equity regulations, reduction of tariffs on imports and few others
are the components of its booming auto market. The country has now come to be
recognized as a potential emerging auto market. The perception of foreign investors has
changed, everybody wanting to be here.

For the first time, in the financial year end in 2005, the total sales of passenger vehicles -
cars, utility vehicles and multi-utility vehicles - crossed the one-million mark to touch
1.06 million, with exports of 166,000 vehicles.

Study says that by 2010 India will take over Germany in sales volumes and
Japan by 2012. And by 2050, Indians will buy every sixth car produced in the world.
Apart from serving the domestic market, the auto sector has turned as a sourcing base for
the global auto majors. The auto component market is also in its full swing. As per the
research of RNCOS, one of the leading industry firms, the Indian automobile component


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industry is estimated to triple from USD 63 billion to USD 190 billion within a span of
six years by 2012.

Indian Automobile Industry Estimation:

Estimated turnover USD 12 billion, plus components revenue USD 3 billion, this is the
vastness of Indian automobile industry. Industry analysts predict this industry to touch
USD 13000 million marks by 2010, a cumulative growth of 9.5% annually. It is said that
for every Re 1 spent, the auto sector returns Rs. 2.24 to the Indian economy.

Automobile Dealers Network in India

In terms of Car dealer networks and authorized service stations, Maruti
leads the pack with Dealer networks and workshops across the country. The other leading
automobile manufactures are also trying to cope up and are opening their service stations
and dealer workshops in all the metros and major cities of the country. Dealers offer
varying kind of discount of finances who in tern pass it on to the customers in the form of
reduced interest rates.

Automobile Export Numbers

Category 1998-99 2004-05 (Apr-Dec)
Passenger Car 25468 121478
Multi Utility Vehicles 2654 3892
Commercial Vehicles 10108 19931
Two Wheelers 100002 256765
Three Wheelers 21138 51535
Percentage Growth 16.6 32.8

The industry has adopted the global standards and this was manifested in the increasing
exports of the sector. After a temporary slump during 1998- 99 and 1999-00, such exports


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registered robust growth rates of well over 50 per cent in 2002-03 and 2003-04 each to
exceed two and- a-half times the export figure for 2001-02.

EVEN Growth

Opposing the belief that the growth in automobile industry has catered
only to the top income-stratum of society, Growth of exports of 32.8 % in the first three
quarters of 2004-05, the fastest growth in volumes has come from commercial vehicles as
against passenger car.

Between 1998-99 and 2003-04, output of commercial vehicles has grown 2.8 times
compared to the 2.2 times increase in passenger cars. Furthermore, two-wheeler output
continues to dominate the volume statistics of the sector. In 2003-04, for every passenger
car turned out by the sector, there were 7 two-wheelers produced. In the two wheeler
segment, there is a greater preference for motorcycles followed by scooters, with both
production and domestic sales of motorcycles increasing at faster rates than for scooters
in the current and previous years. However, mopeds have registered low or negative
growth. Export growth rates have been high both for motorcycles and scooters.


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THE KEY FACTORS BEHIND THIS UPSWING:

Sales incentives, introduction of new models as well as variants coupled with easy
availability of low cost finance with comfortable repayment options continued to drive
demand and sales of automobiles during the first two quarters of the current year. The
risk of an increase in the interest rates, the impact of delayed monsoons on rural demand,
and increase in the costs of inputs such as steel are the key concerns for the players in the
industry.

As the players continue to introduce new models and variants, the
competition may intensify further. The ability of the players to contain costs and focus on
exports will be critical for the performance of their respective companies.

The auto component sector has also posted significant growth of 20 per
cent in 2003-04, to achieve a sales turnover of Rs.30,640 crore (US$ 6.7 billion). Further,
there is a potential for higher growth due to outsourcing activities by global automobiles
giants. Today, this sector has emerged as another sunrise sector.

Why India: The economy of India is emerging. The following table shows the ranking of
India in the past four years.

Rank 2005 2004 2003 2002
1 China China China China
2 India Thailand Thailand Thailand
3 Thailand India USA USA
4 Vietnam Vietnam Vietnam Indonesia
5 USA USA India Vietnam
6 Russia Russia Indonesia India
7 Korea Indonesia Korea Korea


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Twin Advantages:

• Scaling costs
• Optimizing resources

INDUSTRY GROWTH

The passenger car and motorcycle segment in Indian auto Industry is growing by
8-9 per cent.

• The automobile industry crossed a landmark with total vehicle production of 10
million units.
• Car sales was 8,82,094 units against 8,20,179 units in 2004-05.
• The two-wheeler market grew by 13.6 per cent with 70,56,317 units against
62,09,765 units in 2004-05.
• Commercial vehicles segment grew at 10.1 per cent with 3,50,683 units against
3,18,430 units in 2004-05

Passenger car business unit

The company's passenger car range comprises the compact car Indica, the
midsize Indigo and Indigo Marina in both petrol and diesel versions. The Tata Sumo, the
Tata Safari and its variants are the company's multi-utility vehicle offerings.
In addition to the growth opportunities in the domestic market, the company is
pursuing growth through acquisitions. In 2004, it acquired the Daewoo Commercial
Vehicle Company, Korea's second-largest truck maker, now named Tata
Daewoo Commercial Vehicles Company. In 2005, Tata Motors acquired a 21-per cent
stake in Hispano Carrocera, a reputed Spanish bus and coach manufacturer, with an
option to acquire the remaining stake as well.


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Indian Auto Market Growth for the year 2007-08

1. The domestic automobile industry sales grew 12.8 per cent at 89,10,224 units as
against 78,97,629 units in 2004-05.
2. The automotive industry crossed a landmark with total vehicle production of 10
million units.
3. According to the Society of Indian Automobile Manufacturers (SIAM), car sales
was 8,82,094 units against 8,20,179 units in 2004-05.
4. The growth of domestic passenger car market was 7.5 per cent
5. Car exports stood at 1,70,193 units against 1,60,670 units in 2004-05.
6. The two-wheeler segment, the market grew by 13.6 per cent with 70,56,317 units
7. Motorcycles had the upward march, 17.1 per cent in domestic market touching
58,15,417 units against 49,64,753 units in 2004-05.
8. Scooter segment grew by 1.5 per cent, fall at 9,08,159 units against 9,22,428 units
in 2004-05.
9. Commercial vehicles segment grew at 10.1 per cent with 3,50,683 units against
3,18,430 units in 2004-05.
10. Medium and heavy commercial vehicles managed a growth of 4.5 per cent
against 23 per cent growth in the year ended March 31, 2005.
11. Light commercial vehicles sales growth was 19.4 per cent at 1,43,237 units
12. Three-wheelers sales rose by 17 per cent at 3,60,187 units against 3,07,862 units
in 2004-05.


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TATA MOTORS IN INDIA

Type Public (NYSE: TTM)
Founded 1960
Headquarters India
Industry automotive
Products commercial vehicles
INR 369.88 billion or $9.07 billion
Revenue
(F.Y. 2006, converted)([2])
Website http://www.tatamotors.com/

Profile:
Tata Motors, the flagship company of Tata group. Established in 1945 Tata
Motors is India's largest automobile company, with revenues of Rs/- 24,000 crore (USD
5.5 billion) in 2005-06. The company began manufacturing commercial vehicles in 1954
with a 15-year collaboration agreement with Daimler Benz of Germany.

It is the leader by far in commercial vehicles in each segment, and the second-largest in
the passenger vehicles market with winning products in the compact, midsize and utility
vehicle segments. The company is the world's fifth-largest medium and heavy
commercial vehicle manufacturer.

Tata Motors Limited, formerly known as TELCO (TATA Engineering
and Locomotive Company), is India’s largest passenger automobile and commercial
vehicle manufacturing company. It is also the world's 5th largest commercial vehicle


MOTORS
manufacturer. It is part of the Tata group. Tata Motors is widely credited for putting India
on the automotive map by designing and developing its own range of cars. Tata Motors
date back to 1945 when they started making Trains. Tata Motors was first listed on the
NYSE in2004. Tata Motors had created the wealth Rs 320bn during 2001-2006 and stood
among top 10 wealth creators in India.. In 2004 it also bought Daewoo's truck
manufacturing unit in South Korea. In March 2005, it acquired a 21% stake in Hispano
carrocera SA, giving it controlling rights in the company. Tata Motors and the Fiat group
have signed a new memorandum of understanding (MoU) to establish a 50:50 joint
venture to manufacture passenger vehicles, engines and transmission systems for both
domestic and export markets Tata Motors is a company of the Tata and Sons Group,
founded by Jamshetgi Tata. It is currently headed by Ratan Tata.The company has the
workforce of 22000 employees working in its three plants and other regional and zonal
offices across the country.

Tata Motors' range of passenger cars is still not comprehensive by international
standards. In commercial vehicles, Tata Motors commands an imposing 65% market
share in the domestic heavy commercial market. The company is trying to modernize its
range of commercial vehicles. Tata Motors hived off its vehicle finance business into a
separate subsidiary, TML Financial Services (TMLFS), in September 2006. The
company plans to build a car that will cost just under Rs 1,00,000 considering that 2
wheelers in India cost Rs 50,000/-.

Indigenously developed mini-truck. Tata motors manufacturing units are
located at Jamshedpur, Lucknow and Pimpri-Chinchwad (Pune). The Pune plant
manufactures the passenger cars.

AREA OF BUSINESS:

Tata Motors' product range covers passenger cars, multi-utility vehicles as well as light,
medium and heavy commercial vehicles for goods and passenger transport. Seven out of


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10 medium and heavy commercial vehicles in India bear the trusted Tata mark. The
company developed India's first indigenously developed light commercial vehicle, India's
first sports utility vehicle and, in 1998, the Tata Indica — India's first indigenously
manufactured passenger car. Within two years of launch, Tata Indica became India's
largest selling car in its segment.

Research and development
Tata Motors invests approximately up to 2 per cent of its annual turnover on
research and development, with an emphasis on new product / aggregates development
and technology up gradation. Its Engineering Research Centre in Pune employs over
1,400 scientists and engineers and has India's only certified crash-test facility and hemi-
anechoic chamber for testing of noise and vibration.

The company also draws on the resources of leading international design
and styling houses like the Institute of Development in Automotive Engineering, SPA,
Italy, and Stile Bertoni, Italy. The company has also been implementing several
environmentally sensitive technologies in manufacturing processes and uses some of the
world's most advanced equipment for emission checking and control.

Environmental responsibility

Tata Motors has led the Indian automobile industry's anti-pollution efforts through a
series of initiatives in effluent and emission control. The company introduced emission
control engines in its vehicles in India before the norm was made statutory. All its
products meet required emission standards in the relevant geographies. Modern effluent
treatment facilities, soil and water conservation programmes and tree plantation drives at
its plant locations contribute to the protection of the environment and the creation of
green belts.

Global Competition


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Tata Motors have some distinct advantages in comparison to other MNC
competitors. There is definite cost advantage as labor cost is 8-9 per cent of sales as
against 30-35 per cent of sales in developed economies. Tata motors have extensive
backward and forward linkages and it is strongly interwoven with machine tools and
metals sectors. India is an excellent source for IT based engineering solution for products
& process Integration. There are strong supporting industries

Exports
Tata Motors' vehicles are exported primarily to Europe, Africa, the Middle
East, South and South East Asia and Australia. The company also has assembly
operations in Malaysia, Bangladesh, Ukraine, Kenya and Russia. Over the years, the
company has received more than 50 awards from the government of India's Engineering
Export Promotion Council, for its export initiatives. While currently about 14 per cent (as
on March 31, 2005) of its revenues are from its international business, the company
intends to increase its international business through organic and inorganic growth routes.

Milestones


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It has been a long and accelerated journey for Tata Motors, India's leading
automobile manufacturer. Some significant milestones in the company's journey towards
excellence and leadership.

Awards

Tata Motors has been chosen as India's Most Trusted Brand in cars in a
Readers Digest-AC Nielsen consumer survey in 2006.

Tata Motors' mini-truck, Ace, which has created an all-new category in the
commercial vehicles market, received the BBC-Top Gear' Design of the Year
2006. The company's Star bus low-floor city bus and the Novus heavy truck were
adjudged second and third respectively.

For the second consecutive year, Auto Monitor as the ‘Commercial Vehicle
Manufacturer of the Year’ rated Tata Motors for 2006.

The Commercial Vehicle Business Unit won the CII-Exim Bank Award for 2005
for Business Excellence, for being a role model of excellence in management. The
award particularly recognizes excellence in the management of quality as a
fundamental process. The two divisions of the company also won the Tata
Group's JRD QV Awards for Business Excellence in 2005. The Jamshedpur plant
and the car plant at Pune received the Union Ministry of Power's National Energy


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Conservation Award, which recognize significant initiatives to reduce energy
intensity and improve energy efficiency.

The Jamshedpur plant won the award for the fourth year in a row. The
Commercial Vehicle Business Unit and the Passenger Car Business Unit also
received the CII's National Award for excellence in energy management. The
Foundry Division at the Pune plant received the Gargi Huttenes Albertus Green
Foundry of the Year Award.

Manufacturing

Tata Motors owes its leading position in the Indian automobile industry to its
strong focus on indigenization. This focus has driven the Company to set up world-class
manufacturing units with state-of-the-art technology. Every stage of product evolution-
design, development, manufacturing, assembly and quality control, is carried out
meticulously. Our manufacturing plants are situated at Jamshedpur in the East, Pune in
the West and Lucknow in the North.

Jamshedpur:
This was the first unit of the Company established in 1945 and is spread over an
area of 822 acres. It consists of 3 divisions - Truck, Engine (including the Gear Box
division) and Axle. The divestments in March 2000.

Pune:
The Pune unit is spread over 2 geographical regions- Pimpri (800 acres) and
Chinch wad (126 acres). It was established in 1966 and has a Production Engineering
Division, which has one of the best motors.


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Lucknow:
Established in 1991 and covering an area of 600 acres, the Lucknow Plant was
established to assemble Medium Commercial Vehicles (MCVs) to meet the demand in
the Northern Indian market. In 1995, the unit started manufacturing bus.

Products
Passenger Cars, Indica, Indigo
Utility Vehicles- Safari, Sumo
Trucks- NOVUS and others
Bus- Starbus, Globus and others
Defence Vehicles

Research Tata Cars in India

The India Cars. They understand market and Indian roads better here. Have been
successful in creating right brand equity and share. Offering very practical and economic
cars are their prime motive and they are doing well with it. However Tata cars cannot be
considered as perfect by any means. They have expertise in diesel technology and lack in
petrol. Highly successful Indica's latest petrol version Xeta is Tata's biggest hope.

Products
Passenger cars and utility vehicles

• Tata Sierra
• Tata nano
• Tata Sumo
• Tata Safari
• Tata Indica
• Tata Indigo
• Tata Indigo Marina


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END A PROFILE AND
INTRODUCTION
OF TATA MOTORS

BIJJARAGI MOTORS
Company profile of Bijjargi Motors

Bijjargi Motors has made deep inroads in the cars market at north region of
Karnataka with top breeds cars from the house of Tata Motors. As a professionally
managed car dealer. Bijjargi Motors is committed to excellence in serving all our
esteemed customers.
Bijjargi Motors has earned a new name & fame since it has become an authorized
dealer ship for Tata Motors in car passenger world. Its has been on the growth trail with
no looking back. As an authorized dealer of Tata Motors cars, we bring to you first rate
cars & leave no stone unturned to provide great service. A modern show room of Bijjargi
Motors welcomes you. Well maintained fleets of test drive cars are there to give you feel
experience & drive dynamics on actual driving condition. The showroom even supports
you with the service centre, to assure you of quality service. The Sales Team at bijjargi
Motors is made up of dedicated show room & field professional with associated with


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various sections to guide our valuable customers through the entire sales process right
from assisting in the choice of model, colour & features to extend a helping hand for our
customers.

We bijjargi motors are proud to say that we have been made an elite dealer by Tata
Motors for recognition for outstanding achievements & dedicated dealership
enhancement.

Bijjargi Motors of Bijapur has been the winner for best seller award from Tata
Motors& in our services too.

Show Room of Bijjargi Motors

Make your dreams & aspirations come true. This elegant exclusive modern show room
of Bijjargi Motors an authorized dealership of Tata Motors is designed to meet the rising
expectation of the customers. Here a fleet of well maintained Tata Cars awaits your
perusal. We are connectively located at “NH-13 BYE- PASS, INDI ROAD CROSS, at
BIJAPUR’. We are providing better access to both the proud owner as well as
prospective buyers. We have market & service of Tata Motors vehicles like Tata Indica,
Indica, Vista, Indigo, Sumo, Safari, and Sumogrande through our sales & services out
lets.

The showroom through its large workshop would offer sales service, Spare parts &
accessories support to its customers. Our service centre is out fitted with the latest
modern equipments & updates with Tata challenging world standards. Our technical team
is qualified & trained to analyze & provide accurate solution as service point of view.


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Objectives of Bijjargi Motors:
 To give quality service to customers.
 To know the expectations of the customers & to fulfil the
expectations.
 To Maintenance of good relations with customers.
 To Quality service & reasonable charge.
 To maintain the healthy environment in the organization.
 To give full support to the employees & the customers.
 To provide training & development to the employees to satisfy the
Customers to the maximum extent.
 To Job satisfaction for employees.
 To Main objective is to satisfy the customers to the maximum extent

ORGANIZATION PROFILE
Company Name : BIJJARAGI MOTORS
Established on : In the year 1991


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Address : BIJJARAGI MOTORS
Indi cross, Bijapur 586104
Plant Area : 2.5 Acre
Capital : 1.5 Crore
Owner/Partner : Partner
Managing Director : Raju.Bijjargi
Total No of Employees : 160

BIJJARAGI MOTORS LOGO IS

BIJJARGI AUTOMOBILES (Tata Motors Authorized Service Station)

Bijjargi Automobiles an authorized service station started in Feb 2004, having with (12)
members as staff. At present the company has almost tripled the strength i.e. (39) in
numbers. In the first financial year we placed 1st rank in spare part section & 2nd rank in
service section for the financial year 2004 -2005. Due to our excellent service many
customers from Light commercial vehicles like (ACE, 207,407,709,909,1109) & Heavy
commercial Vehicles like (1510,1613,2515,2518,3516,4018,4923) all the customers are
satisfied.
Due to this reason Bijjargi Automobiles service network got popularized from north India
to south India & got a brand name through out India. Bijjargi Automobiles has been place
d in top ranking continuously since 2004 to current financial year, our staffs are
completely skilled in handling light & heavy commercial vehicle in terms of repair,
service, Accidental ( Body shop), AMC. Our Brand customers (Fleet owners) are Piramal
& company, Essel Transport Company, Manisha Parivahan Pvt Ltd, Kataria Movers pvt,
Ltd., Bharadwaj Road Lines, Ideal Movers., and Global Frieght Carriers. Our final aim
ends with customer satisfaction & to continue the service relation with latest technology
along with human relation.


MOTORS

WORKING HOURS
• Morning 9.30a.m. to 2.00 pm Noon

• Noon 2.00p.m. to 2.30 p.m. Break for lunch

• Noon 2.30p.m to 5.30p.m. Evening.

ACTIVITIES:
Sale of Light Vehicles of TATA Motors
Repairs/services of all ranges of TATA vehicles
Sales of spare parts of TATA vehicles (Light &Heavy vehicles)

VARIOUS FACILITIES AVAILABLE AT BIJJARGI AUTOMOBILES LTD.

Good infrastructure, well qualified & trained man power, state of art diagnostic
equipments & innovative ideas are the key elements in making Bijjargi Automobiles
successful operation (ASO).

FACILITIES AVAILABLE

Sl.No. Facilities & System Availability
1. Good infrastructure
2. Trained man power
3. Computerized engine
facility
4. Computerized wheel
aligner
5. Computerized wheel
balancer
6. Pneumatic lines & tools


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7. Stand by vehicles for
customers
8. Service promotion activity

9. Feedback card analysis

10. Customer complaint
handling

11. Customer care management

12. Quick repair facility

MISSION AND VISION

The mission and vision of the organization was ultimately the customer
to satisfy the customer and have a potential customer bases this is what the have earned in
these year. A potential and prospective customer bases that are satisfied with kinds of
products they are Dealing with and the kind of service they are giving to the customer.

The company has two divisions:

 Light Motor Vehicle section
 Heavy Motor Vehicle Section

Light motor Vehicle section is also called “Auto care Centre” and “Heavy
Vehicle Section” is called motor section.
This company started with Auto care centre in 1991.
K.S.T. No. 5251781-0


MOTORS
C.S.T. No. 5256781-3
In the year 1998 company started heavy vehicle section with
K.S.T No. 5713459-5
C.S.T.No. 5718459-8
In the year 2008 recently Feb, Bijjargi Motors started to sell the products of TATA
Motors Light Vehicles in Bijapur.

Roles and Responsibilities:

Managing Director:

RAJU BIJJARAGI

 As Managing director he will be the responsible for the over all
functioning and administration of the company.
 The Managing director also decides the major changes and adoption of
new technology He will provide all types of support to the management
representative in implementing and maintaining quality system in the
company.
 He will chair the steering committee [management review] meeting and
assess the effectiveness of the quality system.
 He will be the authority for approving the quality manual, quality policy
and quality objection of the company.

Assistant General Manager:

Mr. Kumar G Kalmath


MOTORS
 He is the head of marketing and sales department
 He will guide the staff to maintain all concerned records
 He will be the responsible for sales promotion planning.
 He will be the responsible for realizing sales targeting set by the
company.
 He will be having the authority to the control all staff of sales wing.
 He will be the responsible for the maintains of quality system in the sales
deportment
 He will be chief authority for sales related issues.

CRM (Customer relationship manager)

Mr. Ramesh

 Responsible for taking the customers care when came for vehicle
servicing
 He will be the single point responsibility to resolve all customer
complaints and issues within dealership.
 He will be responsible to provide clean and attractive ambience to
customers.
 Responsible to minimize customer complaints
 Responsible for take care of front office of workshop.
 He Identify and bridge in customers’ perception.
 He will be responsible to monitor customer satisfaction.

Work Manager:

Mr.Muniraj

 Workshop auditing
 He will responsible to Improve quality repairs


MOTORS
 Maintain repeat complaint analyses reports
 He will be the responsible to reduce customers’ complaints and improve
productive Hours.
 He is the head of workshop having authority to control the workshop.
 He will be the responsible for the maintains of quality system in his
deportment.
 He acts as the grievance handler in the workshop of organization.

Spares Manager:
Mr: Anand

 He his the head of spares deportment
 He will be having the authority to control his colleague
 He will liaison with managing director and works manager for placing
indents of spares of Tata Motors
 He will be responsible if any mishandling of spares takes place.
 He will guide his colleague to maintain all required records.
 He is the authorized to prepares bill and spare discrepancy report

Company has following facilities:

1. Good & pure water facility
2. Large space for parking for both light & heavy vehicles
3. Good infrastructure
4. Rest room for customers as well as employees
5. Separate cash counter section.


MOTORS
6. Spare part division for each section
7. Uniforms for all the employees
8. Entertainment facilities for the customers
9. Refreshments (Tea) for the customers.
10. Customer lounge & toilet facilities for the customers & employees

Auto Care Centre

Auto care centre means Light motor vehicle (Cars) is being selling
serviced & repaired (minor & major). This section was started in 1991 and brand
new showroom was established in 2008.
K.S.TNo.5251781-0
C.S.T.No. 5256781-3
The products are
 SAFARI
 SUMO
 SIERRA
 ESTATE
 SPACIO
 INDICA
 INDIGO

This section has more than 53 employees. At a stretch nearly 8-10 vehicles are being
serviced/repaired every day.

MANPOWER:


MOTORS
WORKERS IN CAR SECTION
Workers -50
Managerial Staff - 8
Manager-2
Accountant-4
Supervisors-3
CRO-1

HEAVY VEHICLE SECTION
Bijjargi Motors started heavy vehicles section in the year 1998.
Following vehicles are services in this section
• TATA 407
• TATA 608
• TATA BUS
• TATA 6 Wheeler Track
• TATA 10 Wheeler Track
This section has more than 32 employees. At a stretch nearly 5-10 vehicles are
being serviced / repaired every day.

WORKERS IN AUTOMOBILE SECTION

Workers -30
Managerial Staff - 4
Manager-2
Accountant-2
Supervisors-3
CRO-1


MOTORS
Divisions:
This motor section is divided 4 further divisions. They are listed below
1) General work
2) Body work
3) Electrical work
4) Engine work
Front office workers totally 30 employees are engaged.

Benefits to Employees:

1) Uniform: Company provides uniform to all the employees after they are been
selected.
2) Salary: The Company pays salary to the employees according their
qualifications, experience, and their ability.

3) Bonus: At the end of every year bonus is paid to every employee.

4) Incentives: According to the employee’s performance incentives are been paid.

5) Compensation: if any accident happens and if serious damages are caused
accidentally `to the employee at the work place compensation is been paid.

6) First aid kit: Company has arranged first aid kit in every division of the motor
section for the safety of the employees.

7) Water facility: Company provides pure & healthy drinking for the employees.


MOTORS
8) Refreshment facility: Company provides 2 times tea i.e. morning & evening to
all the employees. A Television set is been kept in the division where the
employees can entertain themselves during the lunch hours.
9) Training Facilities: Company provides training facilities to their employees.

10) Experience: it is a best opportunity to employees for a improving the work
style and growing relation with customer in the specific field on the job purpose.

Rules & Regulations for the employees:

1. The employee should be in the company premises before 9 am and should work
up to 5 pm.
2. Employee should wear the uniforms everyday as it is mandatory.
3. Every employee should follow the safety rules.
4. Company has provided holiday at every Sunday and other local festivals.
5. If any employee damages any of the tools & equipments of the company or
customers then the damages will be deducted from his salary.
6. Every 15 days all administrative staff should attend the General Meeting.
7. All the details of any TATA vehicles serviced or sold should be updated to the
Head-office at Mumbai.
8. All the employees should undergo training and development program.

Benefits to Customer:

 Quality & error free service.
 Genuine spare parts.
 Highly sophisticated workers for quality work.


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 Reasonable rates.
 Rest room for customers.
 Good & pure drinking water.
 Two times tea for the customers who to stay for days together to get their
vehicles serviced/ repaired.
 Mobile service is been provided for any serious breakdowns at any place. ATM
(All Time Mobile Service).

Value added benefits:

 A camp for free service twice a year.
 Discount on spares & lubricants during the camp.
 Free labour charge.
 Gifts to the vehicle drivers.
 Health check up (AIDS awareness & check up) for vehicle drivers.
 Mess for drivers/ customers is been constructed.
 Bathroom & toilet facilities for customers.
 SMP (Service Marketing Person) stays always in touch with customers either
personally or through telephonic conversations.

7P’s
Product: All type of TATA products service provided in Bijjargi Motors (Light
& Heavy Vehicles).
The services are: General Work


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Body Work
Electrical Work
Engine Work

Price: Bijjargi Motors Charges medium price which should be affordable to all
level of customers and customer save their money instead of going to other
districts like Hubli, Gulbarga & Hospet.

Place: Service Place is convenient which is on Highway NH -13 and this place
is nearer to other Districts.

SOLAPUR HOSPET

BIJAPUR

HUBLI GULBARGA

Promotions: To increase the service Bijjargi Motors providing Free Washing Mela, Free
Check up etc. It also helps to increase the sales in spares department.

Physical Evidence:
1. It is very important, so Bijjargi Motors always maintain clean & safe
around the Bijjargi Motors.

2. Customer they can view, where the mechanics of Bijjargi Motors
working area.

3. Bijjargi Motors providing visitors room/lounge to their customers.

4. Bijjargi Motors always offer welcome Tea/Soft drink to their customers.


MOTORS
5. Customers can see the new technology, when they enter into the service
station.

People: If once the Customer satisfied in service they became the permanent customers
to the Bijjargi Motors. They often & often visit to the Bijjargi Motors and also suggest to
other people to get their vehicle service in the Bijjargi Motors.

Process: They maintain all records who visit to their service station and they provide
higher technology, skilled & skilled mechanics and technicians to complete the work of
the vehicles.

ORGANISATION STRUCTURE
OVER ALL CHART OF ORGANISATION STRUCTURE

Dealership Principal / Managing
director

General General Manager or Head
Manager (Customer support)

Customer Workshop Manager Body shop Manager Spare parts Finance
Relationship Manager
Manager

Customer 1 Team per 100 Workshop Accountant
Relation Officer vehicles sales
Quality Warranty In House
Security, Sweeper
Administration e.g.

Auditor Supervision Trainer
/PDI Team (TTP) Team Leader-1 Counter sales Account
Service Advisor
TEAM “A” team Manager
Dent Beater-3
1 per 30 vehicles
Service Advisor Field Sales Accounts
TEAM “B” Painter-3 man
1 per 30 vehicles

Service Advisor Technicians
TEAM “C” (L-1)-3
1 per 30 vehicles


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Service Advisor
Quick Repair
Team

Service
Marketing
Officer

Reception-cum-
Telephone
operator

Bijjaragi Motors Pledge is:

Tata Car care – beyond compare,
Dear Customer it is own salesman pledge that we shall always endower to
1) D- Diagnostics
Listen to customer carefully understand the problem and identify and exact
cause by using diagnostics.

2) Q- Quality
Ensure repair quality on par with O.E Build quality by using genuine space
standard repairs process. Special tools and quality parties.
Do it right first and every time car deliver car neat and clean.

3) C- Cost
Provide paper repair estimate explain work carried out and its changes.

4) T- Time
Prepare and time estimate,
Be prompt at all times
(Repair order to preparation and billing delivery and complaint
Handling)


MOTORS
Provide fast service bin with time and standard/ using quick repair bays
delivery at promised time.
5) C- Customer and Complaint Handling
All customers after service to ascertain satisfaction.
Record analysis and resolve all complaint be courteous at all time.
We forever remain committed to service and excellence

H. R. (Human Resource) Department.
Recruitment
Job analysis
Advertisement
Selection
Appointment
Performance appraisal

Job Analysis:
After the man power audit (DQ-1) is carried out the DQCTC team
leader should discuss following with the dealership principal.
• Number of people to be recruited.
• Job analysis of each position.
a) Job description given in the site naukari.com (link TATA motors
Dealers)
B) Job specification education, skill, experience, special qualities.
• The salary offered far this position in the market.

Advertisement:
Dealership should give the advertisement for the posts to be filled the advertisement can
be placed in
• Job search site – NAUKARI.Com


MOTORS
Tata motors has tied up with naukari.com for provide channel to the dealerships to
get man power as per standard dealers need to register and place the vacancy
notification or the site.
The individual response can be viewed only by that dealer and not by any dealer.
Local manpower/ automobile magnize.
Dealership own website.

Selection:
First stage in the selection in short listing of candidates applies the following short
listing.
Does the candidate have required qualifications as specified by tata motors?
What is his experience in the similar position else where?
What is the skill level he has? Preference should be given if he has worked on higher
technology car like CRDI, EURO Cars.
Second stage is interviewing
The panel of the interviews should include ideally 2-3 people general manager works
manager any other experienced person from industry final interview by CEO or
dealer principal for the past of worker manager/ general manager/ spare parts
Manager do involve CSE’s in the panel.
This interview should be targeted at assessing the capabilities of the person to the take
up with the current profile, ability to deliver results and learning attitude.

Appointment:
Dealership should after an appointment letter mentioning the terms
and conditions remuneration and various benefits. It is a good strategy for improving
retention that the candidate signs a 3-4 years bond with the company. Alternatively a
small portion from retention money and can be rein based after 3 years.

It is good to finalized at least 2-3 candidates for each vacancy. This date will be
helpful in care dealership need to appoint some body in the immediate future.


MOTORS

Performance appraisal (Measurement):
The performance of the various personnel is found out through
various DQCTC audit and reports. These are included management basis.
Basis on the D-2 audit G.M (General Manager), W.M (Work
manager), C.R.M (Customer relation manager) has to do some basic preparation to
conducting review.

1. collect all the back-up sheets( audit forms)
2. Do the qualitative analysis of the report a note down the areas where performance
has gone down for each person.
3. Analyze yourself the reasons for poor performance.

Work manager:
DQCTC
D- Diagnostic
Q- Quality
C- Cost
T- Time
C- Customer and complaint handling

Work manager role are

1) To give hassle free service experience to the customer by
-Minimizing the repeat complaint and revisits within service and intervals
-Ensuring that work is called out as per time schedule so that there is no
deviation in promise time.
2) Improve the revenues the work shop through
-improving productivity
-Minimizing repeat complaints by ensuring the repair and maintenance is


MOTORS
Carried out as per the standard process defined by the TATA motors.
3) To manage the training needs of the technicians.

Customer expectation as per JDP (James David Power) Parameters.

Service quality
♦ Ability to diagnose problems properly
♦ Quality of work performance on the vehicles
♦ Toughness in fulfilling requests
♦ Availability of pets for service

Problems experienced
♦ Trouble free operation
♦ Freedom from squeals and rattles
♦ Ease of maintain and repair overall quality relialibility and duties

User friendly service
♦ Consideration for the customers free
♦ Standing behind their service
♦ Convents days and hours of operation
♦ Cleanliness and appearance of service facility.


MOTORS

Standard Modules
A) Performance management

a. Ensuring repair quality

• Sign specific tools/equipments
• Adhering to quality parameters specified
• Carrying out all prework standard checks
• To ensure this a work manager has to do a (c-2) (b) job card, audit
on daily basis for each team. It should be a live audit.
• To ensure that the quality parameters have indeed has been
adhered to work manager should ask the technical to show the
quality parameter value set on any particular car.
b. Ensuring washing quality
c. Ensuring timely delivery
d. Improving worships productivity.

B) Customer complaint management
a. Work manager has to refers to (c-8) on daily basis to know and resolve the
open complaint.
b. Whenever a complaint vehicle comes to workshop for resolution, work
manager will himself diagnose the problem with service advisor.
c. Complaint open for more than 3 days work manager should put up this
comments obey the complaint cannot be closed


MOTORS

C) Human resource management
e. training
f. incentives/rewards
g. house keeping
h. review

Daily review

• Conduct review with TC on the C-2(B)
• Conduct daily review along with CRM(customer relationship
management)on the shop floor in the front of daily meeting board
• Discuss the repeat complaint received during the calls made on the previous
day with the concerned team

Weekly review

• Conduct weekly review along CRM in the shop floor in front of C-5 and
C-6 board
• Discuss the critical performance parameters
• Set targets for next weak and prepare action plan for each group

Monthly review

• Participate in the monthly review meeting along with TATA motors
representatives.
• Discuss the performance scores critical manpower like quality audit
• Discuss process score like C-2,C-4
• Prepare monthly action plan and set targets for composite score for the next
month


MOTORS

Organisation structure of sales department

AGM
Assistant General
Manager

Sales Back office
Reception Accessories

Account manager
Accessories
Sales Sales In charge
Sales
manager1 manager2 manager3
Account in charger

Assistant
accessories
in charge
Sales Sales Sales Sales Assistant account in
executive executive executive executive charge

Showroom sales
executive
PDI L1 Electrician
Sales Sales Supervisor technician
executive executive

System admin Data entry Insurance and executive Back office in charge SSM
in charge Sales
satisfaction
manager


MOTORS

Work Profile, Roles and Responsibilities of sales department

Sales manager
 Conduct a meeting at sharp 9.30am, taking daily commitment(delivers{finance
and ex-warranty},new enquiry generation and booking)
 Taking knowledge of CRMDMS and operating system.
 Taking care daily enquiries and opening the green forms
 Taking care of requirements of vehicles.
 Taking care of committed daily target.
 Arranging the weekly training according to the requirements of the sales
executives.
 Planning for the demo camp and test drive camp every month 10to 22nd and
execute them successfully.
 Submit report to AGM & TATA motors (with necessary documents) of the demo
camp after the event.
 Replaying to any mail or sending any mail has mark to AGM
 Vehicle allotment
 Keeping knowledge about competitive products, scheme and price.

1. Showroom executive
 Attending the walk-in customers.
 Taking care of green forms of the prospective customers.


MOTORS
 Maintaining the showroom walk in & inquiry register.
 Taking care of water & tea for the customers.
 Guiding the customers to solve there quarries, & informing the responsible
persons.
Taking care of the cleanness of showroom & display vehicles in showroom

2. Sales executive
 At morning, daily commitment of green & yellow forms & delivery
 Taking care of finance, insurance, warranty, commitments of relative customers.
 Executive has to take care of customers before booking to hand over the final
documents to customers.
 Prior approval of SM before commitment
 Taking care of outdated (30days) green forms.
 At evening, report of the morning commitments.
 Keeping knowledge about competitive products, scheme & price.
Finance Manager
 Providing the full information of finance scheme & finance documents to the
customer & charges of documents.
 Finance manager has take care all the financial issues (receipt, invoice, insurance
copy & key), it may be in house or non in house, bank.
 Taking care of the RO & finance amount.
 After receiving the payment by the financier arrange to send documents for
financier (finance company or bank).
 Replaying to any mail or sending any mail has to AGM
SSM
 Taking care of vehicle delivers in time.
 Making the available all the resources at the times of delivery.
 Before delivery checking the file of the customer & taking the signature of
accountant, sales manager, and assistant general manager on that file.
 Taking care of white forms, maintaining the quality of white form.
 Sending the photo & thanking letter to customer.


MOTORS
 Making calls to customer within 48 hours after the delivery of vehicle.
 Corresponding with TATA motors (RSSM, SSM, and TML).
 Taking care of empower card.
 Replaying to any mail or sending any mail has to AGM

BACK OFFICE

1. System operator
 Opening green and yellow forms in CRMDMS
 Invoicing, sales certificate
 Taking care of out dated green & yellow form
 At the end of the day mailing the daily reports (stock, A/C, billing) to AGM.
 Taking care of the documents of TP.
 Replaying to any mail or sending any mail has mark to AGM.

2. System admin
 Sending daily enquiries reports to PCDB
 Taking care of punching of vehicles
 Checking the TML & TMLD payments
 Checking the mails & informing the concern person
 Taking care of mails correspondence.
 Taking care of reports like rolling plan, activity plan, off take & retails,
opening & closing stock of the month.
 Taking care of connectivity of CRMDMS
 Providing the training & solving the problem of the CRMDMS
 Taking care of computers of the organization.
 Replaying to any mail or sending any mail has mark to AGM.


MOTORS
3. Billing personal
 Taking care of back office work.
 File updating, maintaining the soft copy of customer data.
 Putting payments receipt in customer’s file.
 Taking care of extended warranty & sending payments in time according to
global administration commitments.
 Sending finance documents after receiving the payment from the financier.
 Taking care of TP & all documents of the customers.
 Replaying to any mail or sending any mail has mark to AGM

ACCESSORIES

 Convincing the customers for accessories(sales and service)
 Taking care of FOC accessories.
 Taking care of accessories bill before delivery of the vehicle
 Taking care stock report & daily reports.

PDI In charge
 Checking the vehicle properly after receiving from TATA motors(condition of
vehicle, any denting & damages in transport report immediate to AGM)
 Taking care of delivery vehicle ( with all fitments )
 Taking care of showroom display.
 Taking care of stock vehicles(keep clean)
 Service manual, tool kit, spare bulbs, parking triangle, first aid kit & remote of
the stereo or vehicle had to keep out side safely.

Receptionist

 Inviting the customer who is coming in the showroom & introduce to concern
person.


MOTORS
 Attending the call coming on board.
 Taking care of the couriers(sending & receiving)
 Attending the customers in showroom.
 Taking care of the customer (water & tea)

ACCOUNTS

 A/C person should available in office hours in his cabin to collect the cash &
raise a receipt against it in CRMDMS.
 After cash receiving immediately raise a receipt in CRMDMS.
 Coordinating with finance manager regarding the finance payments & raising
the receipt in CRMDMS.
 Daily morning reporting with the A/C detail of TML & TMLD & details of
booking payments.
 Daily reporting dealer A/C online operated by customer or executive.
 Don’t accept out station cheque.
 Before delivery of vehicles check the payments details & sign on the customers
file.

END OF THE ORGANISATION
STUDY OF
BIJJARAGI MOTORS


MOTORS

RESEARCH PROBLEM

The Research Problem
“Study the Customer perception and loyalty towards Bijjargi motors”

OBJECTIVES OF THE STUDY

1. To know Indian Auto Industry.
2. The main objective is to know customer behaviour towards Bijjaragi motors.
3. To know the how many customer are loyal towards Bijjaragi motors.
4. To determine the customer awareness towards Bijjaragi store.
5. To know the factors influencing customers to buy in that particular store.
6. To know the customer loyalty towards BIJJARAGI MOTORS.
7. To study whether company is succeeded in developing a store styled to the
particular customer personality or status.

RESEARCH METHODOLOGY
The methodology is the method used in the collecting the information, which
assists for the research problem

Description of research
Marketing research design specifies the procedure for conducting a research project.
The survey was conducted with the objective “To study the Customer perception towards
store and loyalty of bijjaragi motors


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Data Collection Method:

 Primary data: In this study the primary data is collected by survey research
I.e. systematic collection of information directly from the respondents.

 Secondary Data: The company manuals& reports.

SAMPLING METHOD

Define Population: Population is defined in terms of elements, sample units

Sampling Unit: BIJAPUR.

Sampling Frame: Potential Customers for Tata Motors

Sampling Method Selected: Non Probability Sampling Method is chosen.

Sample Size: 50 Respondents

Instrument: Questionnaire

DATA ANALYSIS AND INTERPRETATION
Frequencies

Do you have own TATA motor car?


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Frequency Percent Valid Percent Cumulative
Percent
Valid yes 96.1 98.0 98.0
no 2 2.0 2.0 100.0
Total 100 98.0 100.0
Missing System 2 2.0
Total 102 100.0

120

100

80

60

40
Frequency

20

0
yes no


Data analysis
From the above graph it has been observed that out of 50 respondents,
 98% are owner of Tata motor car
 2% are not.

Interpretation
Most of respondents have own Tata car.

Frequencies
Which motor car you have?

Percent
Valid Tata indica 50 49.0 50.0 50.0


MOTORS
Tata indigo 10 9.8 10.0 60.0
Tata sumo 20 19.6 20.0 80.0
Tata safari 20 19.6 20.0 100.0
Total 100 98.0 100.0
Total 102 100.0

Which motor car you have?

Missing

tata safari

tata indica

tata sumo

tata indigo

Data analysis
From the above graph it has been observed that out of 50 respondents.
 There are 50% respondents have TATA indica car,
 10% respondents have TATA indigo,
 20% respondents have TATA sumo,
 20%respondents have TATA safari.

Interpretation
Most of respondents have TATA INDICA car.

Frequencies
Since how long you are using this car (year)?

Percent
Valid 0-2 30 29.4 30.0 30.0
2-4 30 29.4 30.0 60.0
4-6 20 19.6 20.0 80.0


MOTORS
more than 6 20 19.6 20.0 100.0

Total 100 98.0 100.0
Total 102 100.0

Since how long you are using this car(year)?

Missing

more than 6
0-2

4-6

2-4

Data analysis
 30% of the respondents are using 0-2 year.
 30% of the respondents are using 2-4 year,
 20% of the respondents using 4-6 year.
 20%of the respondents are using more than 6 years. 2% missing.

Interpretation
Most of respondents are using in between 0-2 year to 2-4 years.

Frequencies

Where did you purchase tata motor car?

Frequency Percent Valid Cumulative
Percent Percent
Valid Bijjaragi
motors 70 68.6 70.0 70.0
Manikbag
motors 10 9.8 10.0 80.0


MOTORS
Bhagyodaya
motors 10 9.8 10.0 90.0
Sterling
motors 10 9.8 10.0 100.0
Total 100 98.0 100.0
Total 102 100.0

Where did you purchase tata motor car?

Missing

sterling motors

bhaguodaya motors

manikbag motors

bijjaragi motors

Data analysis
 70% of the respondents purchased car in Bijjaragi motors.
 10%of the respondents purchased in Manikbag,
 10%of the respondents purchased in Bhagyodaya,
 10%of the respondents purchased in Sterling.

Interpretation
Most of respondents have purchased (70%) car in Bijjaragi motors Bijapur.

Frequencies
Why did you purchase in that show room?

Percent Percent
Valid on time 10 9.8 10.0 10.0
delivery

service 35 34.3 35.0 45.0
nearest 40 39.2 40.0 85.0


MOTORS
availability 15 14.7 15.0 100.0
Total 100 98.0 100.0
Total 102 100.0

Why did you purchase in that show room?

Missing
on time delivery
availability

service

nearest

Data analysis
 10%of the respondents purchased car in that showroom because of on time
delivery,
 35%of the respondents purchased car because of service,
 40% of the respondents purchased car because of nearest showroom,
 15% of the respondents purchased car because of availability.

Interpretation
Most of respondents are to purchase a car in Bijjaragi motors because of nearest place for
purchase.

Frequencies
How do you rate the dealership facility in Bijjaragi motors?
Percent
Valid Highly 33 32.4 33.0 33.0
satisfied
satisfied 48 47.1 48.0 81.0
dissatisfied 9 8.8 9.0 90.0
Highly 5 4.9 5.0 95.0
satisfied
average 5 4.9 5.0 100.0


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Total 100 98.0 100.0
Total 102 100.0

How do you rate the dealership facility
in bijaragi motors?

Missing

average

highly dissatisf ied

dissatisf ied highly satisf ied

satisf ied

Data analysis
 34% of respondents are highly satisfied with dealership facility in Bijjaragi
motors,
 47% of the respondents satisfied with dealership facility in Bijjaragi motors ,
 9% of the respondents dissatisfied with the dealership facility in Bijjaragi motors,
 5% of respondents are highly dissatisfied with dealership facility in Bijjaragi
motors,
 5% of the respondents on an average.

Interpretation
Most of respondents are (47%) satisfied with the dealership facility in Bijjaragi motors
Bijapur.
Frequencies
How do you rate the fairness of your deal in Bijjaragi motors?
percent Percent
Valid highly 46 45.1 46.0 46.0
satisfied
satisfied 29 28.4 29.0 75.0
highly 5 4.9 5.0 96.0
dissatisfied
average 4 3.9 4.0 100.0
Total 100 98.0 100.0


MOTORS
Total 102 100.0

How do you rate the fairness of your
deal in bijjaragi motors?

Miss ing
average
highly diss atis fied

diss atis fied

highly satisfied

satisfied

Data analysis
 46% of the respondents are highly satisfied with Fairness of deal in Bijjaragi
motors,
 29% of the respondents satisfied with the fairness of deal in Bijjaragi motors,
 16% of the respondents dissatisfied with the fairness of deal in Bijjaragi motors.
 5% of the respondents highly dissatisfied,
 4% of respondents on an average.

Interpretation
Most of respondents are highly satisfied (46%) with the fairness of deal in Bijjaragi
motors Bijapur.
Frequencies
How do you rate your experience of the sales person of Bijjaragi motors?

Frequency Percent Valid Percent Cumulative Percent
Valid highly satisfied 67 65.7 67.0 67.0
satisfied 24 23.5 24.0 91.0
highly dissatisfied 3 2.9 3.0 98.0
average 2 2.0 2.0 100.0
C Total 100 98.0 100.0
Missin System 2 2.0
g
Total 102 100.0


MOTORS

How do you rate your experience of the sales
person of bijjaragi motors?
Mis s ing
average

highly dis s atis fied
dis s atis fied

s atis fied

highly s atis fied

Data analysis
 67% of the respondents are highly satisfied with experience of the sales person in
Bijjaragi motors.
 24% of the respondents satisfied,
 4%of the respondents dissatisfied,
 2%of the respondents on an average.

Interpretation
Most of respondents are highly satisfied (67%) with experience of the sales person in
Bijaragi motors Bijjaragi.

Frequencies
How do you rate the financial process in Bijaragi motors?

Cumulative
Frequency Percent Valid Percent Percent
Valid Highly 38.0
satisfied 38 37.3 38.0
Satisfied 47 46.1 47.0 85.0
Dissatisfied 9 8.8 9.0 94.0
highly
average 3 2.9 3.0 100.0
Total 100 98.0 100.0


MOTORS
Total 102 100.0

How do you rate the financial process in
bijaragi motors?
Miss ing

average

highly diss atisfied
dis satisfied

highly s atis fied

satis fied

Data analysis
 38% respondents highly satisfied with the financial process in Bijjaragi motors,

Interpretation
Most respondents satisfied (47%) with the financial process in Bijjaragi motors.

Frequencies
How do you rate the purchase process in Bijjaragi motors?

Cumulative
Valid highly
satisfied 44 43.1 44.0 44.0
satisfied 45 44.1 45.0 89.0
highly
average 2 2.0 2.0 100.0
Total 100 98.0 100.0


MOTORS
Total 102 100.0

How do you rate the purchase process
in bijjaragi motors?

Missing

average

highky dissatisfied

dissatisfied

highly satisfied

satisfied

Data analysis
 44% respondents highly satisfied with the purchase process in Bijjaragi motors,
 2%of the respondents highly dissatisfied,

Interpretation
Most of respondents are satisfied (45%) with the purchasing process Bijjaragi motors.

Frequencies
How do you rate the delivery timing in Bijjaragi motors?

Cumulative
Valid highly
satisfied 30 29.4 30.0 30.0
satisfied 60 58.8 60.0 90.0
Total 100 98.0 100.0
Total 102 100.0


MOTORS

How do you rate the delivery timing
in bijjaragi motors?

Mis sing

diss atis fied

highly satisfied

satisfied

Data analysis
 30% of respondents highly satisfied with the delivery timing in Bijjaragi motors.
 60% of the respondents satisfied with the delivery timing in Bijjaragi motors,
 10% of the respondents dissatisfied with the delivery timing in Bijjaragi motors,

Interpretation
Most of the respondents (60%) satisfied with the delivery timing in Bijjaragi motors
Bijapur.

Frequencies

Are you satisfied with overall performance of Bijjaragi motors?

Percent Percent
Valid highly
satisfied 80 78.4 80.0 80.0
satisfied 20 19.6 20.0 100.0
Total 100 98.0 100.0
Total 102 100.0


MOTORS

Are you satisfied with overall performance
of bijjaragi motors?
Missing

satisfied

highly satisfied

Data analysis
 80% of the respondents highly satisfied with the over all performance of Bijjaragi
motors,
 20% of the respondents satisfied with the overall performance of Bijjaragi motors.

Interpretation
Most of respondents are highly satisfied (80%) with the overall performance of Bijjaragi
motors Bijapur.

Frequencies
Do you recommend your friend & relative to purchase motor car in Bijjaragi
motors?

Percent
Valid Yes 85 83.3 85.0 85.0
No 15 14.7 15.0 100.0
Total 100 98.0 100.0
Total 102 100.0


Study of Customer Perception and Loyalty towards Bijjaragi Motors

Study of Customer Perception and Loyalty towards Bijjaragi Motors

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Study of Customer Perception and Loyalty towards Bijjaragi Motors