after sales sarvice

GENERAL INTRODUCTION
Tata Motors Limited is India’s largest automobile company with consolidated Revenue
of Rs. 92,519 crores in 2013-2014. As an enterprise Tata Motors automotive industry is at the
centre of India’s new global dynamics has grown significantly in the past 68 years, since its
Establishment in 1945. The company caters to three main market segments globally: the
passenger cars, light commercial vehicle, small commercial vehicle and buses.
In 2005, Tata Motors created a new segment by launching the Tata
Ace, India's first indigenously developed mini-truck. It is an attempt to Study the TATA ACE
Small Commercial Vehicle Customer view with respect to Product & Service available in the
market of Bijapur City.
As the project title “CUSTOMER SATISFACTION ” Suggests that the
project report is all about the technical and the commercial aspect of the company. Nearly 100
customers have been surveyed from 20 June to 20 August 2013 for analyzing the primary data
collection. While doing survey I realize that the things learnt from the books are quite different
from the actual practice in field.
The body of the project report takes a micro level approach, using each step of
the marketing research process. The main source of analyzing the data is through questionnaires.
A complete analysis has been done in research methodology part to find the advantages and
disadvantages of the company.
The best part of this project report is the analysis and interpretation of the
various services provided by Service Station. This part directly shows whether the customers are
satisfied with the products and services of Tata Motors and criticizes the ill part of the company.
A complete Analysis of variance has been done to find the kind of
satisfaction Tata Motor’s Service Stations provides to their Customers.
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EXECUTIVE SUMMARY
This project mainly concentrates on the“A Study on Customer Satisfied
for Tata Ace in Bijapur city with reference to Patil Trucks ”. 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 behavior of the consumer. With this view in mind the research study
will be conducted to find out the consumer preference towards Tata Ace.
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 Satisfied level of the Tata Ace in Bijapur
city and also the opinion regarding the vehicle as well as the overall
performance of Patil trucks. The study will also help us to identify the factors
that influence to buy the vehicle which will helpful to company for better
improvement of the vehicles. 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 100.
“To Study on Customer Satisfaction towards Tata ACE on Patil
Motors in Bijapur”
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2) company profile:
Type Public
Traded as
BSE: 500570 (BSE SENSEX Constituent)
NSE: TATAMOTORS
NYSE: TTM
Industry Automotive
Founded 1945
Founder(s) J. R. D. Tata
Headquarters Mumbai, Maharashtra, India[1]
Area served Worldwide
Key people
Ratan Tata (Chairman Emeritus)
Cyrus PallonjiMistry (Chairman)
Karl Slym (Managing Director)
Ravi Kant
Products
Automobiles
Commercial vehicles
Automotive parts
Services
Vehicle leasing
Vehicle service
Revenue US$ 32.67 billion (2014)
Operating income US$ 03.06 billion (2014)
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Profit US$ 02.28 billion (2014)
Total assets US$ 28.05 billion (2014)
Total equity US$ 06.44 billion (2014)
Employees 59,759 (2014)
Parent Tata Group
Divisions Tata Motors Cars
Subsidiaries
Jaguar Land Rover
Tata Daewoo
Tata Hispano
Website www.tatamotors.com
(a) General Introduction: Background
Founded by Jamsetji Tata in 1868, Tata’s early years were inspired by the spirit of nationalism. It
pioneered several industries of national importance in India: steel, power, hospitality and airlines
In more recent times, its pioneering spirit has been showcased by companies such as TCS,
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India’s first software company, and Tata Motors, which made India’s first indigenously develop-
ed car, the Indica, in 1998 and recently unveiled the world’s lowest-cost car, the Tata Nano in
2008 & Tata Indigo Manza in 2011.
Tata companies operate in seven business sectors: communications and information technology,
engineering, materials, services, energy, consumer products and chemicals. They are, by and
large, based in India and have significant international operations. Each of these companies has
its own board of directors and shareholders, to whom it is answerable. The major Tata companies
are Tata Steel, Tata Motors, Tata Consultancy Services (TCS), Tata Power, Tata Chemicals, Tata
Tea, Indian Hotels and Tata Communications.
Tata Motors is among the top five commercial vehicle manufacturers in the world and has
recently acquired Jaguar and Land Rover. TCS is a leading global software company. Tata Tea
is the second largest branded tea company in the world. Tata Chemicals is the world’s second
largest manufacturer of soda ash and Tata Communications is one of the world’s largest
wholesale voice carriers.
(b) NATURE OF BUSINESS CARRIED:
Tata Motors Limited is India's largest automobile company, with consolidated revenues of INR
1,88,818 crores (USD 34.7 billion) in 2011-12. It is the leader in commercial vehicles in each
segment, and among the top in passenger vehicles with winning products in the compact, midsize
car and utility vehicle segmentsa It is also the world's fourth largest truck and bus
manufacturer.The Tata Motors Group's over 60,000 employees are guided by the mission "to be
passionate in anticipating and providing the best vehicles and experiences that excite our
customers globally."Established in 1945, Tata Motors' presence cuts across the length and
breadth of India. Over 7.5 million Tata vehicles ply on Indian roads, since the first rolled out in
1954. The company's manufacturing base in India is spread across Jamshedpur (Jharkhand),
Pune (Maharashtra), Lucknow (Uttar Pradesh), Pantnagar (Uttarakhand), Sanand (Gujarat) and
Dharwad (Karnataka). Following a strategic alliance with Fiat in 2005, it has set up an industrial
joint venture with Fiat Group Automobiles at Ranjangaon (Maharashtra) to produce both Fiat
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and Tata cars and Fiat powertrains. The company's dealership, sales, services and spare parts
network comprises over 3,500 touch points.
Tata Motors, also listed in the New York Stock Exchange (September 2004), has emerged as an
international automobile company. Through subsidiaries and associate companies, Tata Motors
has operations in the UK, South Korea, Thailand, Spain, South Africa and Indonesia. Among
them is Jaguar Land Rover, acquired in 2008. In 2004, it acquired the Daewoo Commercial
Vehicles Company, South Korea's second largest truck maker. The rechristened Tata Daewoo
Commercial Vehicles Company has launched several new products in the Korean market, while
also exporting these products to several international markets. Today two-thirds of heavy
commercial vehicle exports out of South Korea are from Tata Daewoo. In 2005, Tata Motors
acquired a 21% stake in Hispano Carrocera, a reputed Spanish bus and coach manufacturer, and
subsequently the remaining stake in 2009. Hispano's presence is being expanded in other
markets. In 2006, Tata Motors formed a 51:49 joint venture with the Brazil-based, Marcopolo, a
global leader in body-building for buses and coaches to manufacture fully-built buses and
coaches for India - the plant is located in Dharwad. In 2006, Tata Motors entered into joint
venture with Thonburi Automotive Assembly Plant Company of Thailand to manufacture and
market the company's pickup vehicles in Thailand, and entered the market in 2008. Tata Motors
(SA) (Proprietary) Ltd., Tata Motors' joint venture with Tata Africa Holding (Pty) Ltd. set up in
2011, has an assembly plant in Rosslyn, north of Pretoria. The plant can assemble, semi knocked
down (SKD) kits, light, medium and heavy commercial vehicles ranging from 4 tonnes to 50
tonnes.
Tata Motors is also expanding its international footprint, established through exports since 1961.
The company's commercial and passenger vehicles are already being marketed in several
countries in Europe, Africa, the Middle East, South East Asia, South Asia, South America, CIS
and Russia. It has franchisee/joint venture assembly operations in Bangladesh, Ukraine, and
Senegal.
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The foundation of the company's growth over the last 68 years is a deep understanding of
economic stimuli and customer needs, and the ability to translate them into customer-desired
offerings through leading edge R&D. With over 4,500 engineers, scientists and technicians the
company's Engineering Research Centre, established in 1966, has enabled pioneering
technologies and products. The company today has R&D centres in Pune, Jamshedpur,
Lucknow, Dharwad in India, and in South Korea, Spain, and the UK.
It was Tata Motors, which launched the first indigenously developed Light Commercial Vehicle
in 1986. In 2005, Tata Motors created a new segment by launching the Tata Ace, India's first
Indigenously developed mini-truck. In 2009, the company launched its globally benchmarked
Prima range of trucks and in 2012 the Ultra range of international standard light commercial
vehicles. In their power, speed, carrying capacity, operating economy and trims, they will
introduce new benchmarks in India and match the best in the world in performance at a lower
life-cycle cost.
Tata Motors also introduced India's first Sports Utility Vehicle in 1991 and, in 1998, the Tata
Indica, India's first fully indigenous passenger car.In January 2008, Tata Motors unveiled its
People's Car, the Tata Nano. The Tata Nano has been subsequently launched, as planned, in
India in March 2009, and subsequently in 2011 in Nepal and Sri Lanka. A development, which
signifies a first for the global automobile industry, the Nano brings the joy of a car within the
reach of thousands of families.
Tata Motors is equally focussed on environment-friendly technologies in emissions and
alternative fuels. It has developed electric and hybrid vehicles both for personal and public
transportation. It has also been implementing several environment-friendly technologies in
manufacturing processes, significantly enhancing resource conservation. Through its
subsidiaries, the company is engaged in engineering and automotive solutions, automotive
vehicle components manufacturing and supply chain activities, vehicle financing, and machine
tools and factory automation solutions.
Tata Motors is committed to improving the quality of life of communities by working on four
thrust areas - employability, education, health and environment. The activities touch the lives of
more than a million citizens. The company's support on education and employability is focused
on youth and women. They range from schools to technical education institutes to actual
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facilitation of income generation. In health, the company's intervention is in both preventive and
curative health care. The goal of environment protection is achieved through tree plantation,
conserving water and creating new water bodies and, last but not the least, by introducing
appropriate technologies in vehicles and operations for constantly enhancing environment
care.With the foundation of its rich heritage, Tata Motors today is etching a refulgent future.
(C) VISION:
TML’s vision is to be “best in the manner in which we operate best in the products we deliver
and best in our value systems and ethics”. TML has come to be known as an innovator in the
passenger car segment not just in manufacturing but along multiple areas along the value chain.
The Tata Indica and Tata Nano are prime examples of the company’s innovation capabilities and
Bear testimony to the strength of the company’s R&D efforts. This innovation fuelled growth
Coupled with strategic acquisitions is expected to catapult the company to a preeminent position
Internationally.
MISSION:
Our Mission in Tata is to improve the quality of life in India through leadership in targeted
sectors of national economic significance to which the Group can bring a unique set of
capabilities.
POLICIES FOLLOWED BY TATA GROUP
PURPOSE:
Our purpose in Tata is to improve the quality of life in India through leadership in
Targeted sectors of national economic significance to which the Group can bring a unique set of
capabilities.
Our past success in delivering such purpose provides the basis for our belief in the future
and our role in it. Our Group size and scale will provide management and financial resources to
profitably cater to the emerging opportunities and to develop globally competitive skills to
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succeed in this endeavor. Our long-term success requires us to considerably focus our portfolio,
our management efforts and our investment priorities so that Group synergy is brought to bear at
the point of delivering value to the customer. The enormous Group resources: in people and
finance needs to be re-architecture so that the whole is larger than the sum of its individual parts.
(d)PRODUCT PROFILE
(1) Passenger Car (2) Utility vehicles (3) Trucks (4) Commercial Vehicles (5) Defence vehicles
1) Passenger Cars
a. Indica Vista
b. Indica V2 xeta
c. Nano
d. Indigo Manza
2) Utility Vehicles
a. Safari Dicor
b. Sumo Grande MK II
c. Sumo
d. Xenon XT
3) Trucks
a. Prima, Construck, Tata Novus
b. ICV (Intermediate commission vehicles)
c. LCV(Light commercial Vehicles)
d. SCV(Short commercial vehicles)
4) Commercial Passenger Carriers
a. Buses
b. Tata Ace
c. Winger
d. Tata Magic
e. Tata 207-DI
f. Xenon
In year 2005, Tata Ace mini-truck launched in Commercial Vehicle segment. It has mainly there
2 categories as Tata Ace HT and Magic.
A) Tata Ace is used as a mini-truck for transportation in city area.
B) Tata Ace Magic is passenger vehicle used for Schools.
Promotion Slogan: Chota Haathi/Small is Big, Aapka bharosa ka saathi.
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PRODUCT FEATURES:
a) Style
b) Savings
c) Versatility
d) Performance
e) Safety
f) Comfort
SERVICE PROFILE
Tata Motors Service Edge Company’s nationwide service network of 800 service centres’s
spread across 500 cities and towns. Three core customer-desired service attributes are --
1) Response in minutes, resolve in hours:
Tata Motors Service Edge will bring speedy assistance to customers when in need.
24X7 On-road assistance programmed: across the country accessed through a toll free helpline
(1800 209 7979) and serviced by a dedicated network of over 2,000 authorized service providers.
Rapid repair: Rapid repair is a cost effective, quick and specialized body repair programmer for
Small dents, scratches and such body jobs are attended with an assurance of the car delivered.
e-Service appointments: Through an online service appointment facility, customers can select a
time slot, date and a dealer of their choice for servicing their vehicle..
2)Service with unmatched reliability:
Symptom based diagnostics: A state-of-the-art diagnostic system ensures quick and
comprehensive check of the vehicle. At each dealership a technician has been intensively trained
as Diagnostic Expert Technician (DET).
Flying doctors: A pool of 10 on-call technical experts has been set up across the country for
higher level diagnostics to address any issues where dealers & DETs need support.
Quality repairs: Under this programmer each vehicle is subjected to standard quality checks to
identify repair requirements not noticed or reported by the customer, ensuring that complete
health of the vehicle is assessed, attended to and customers are apprised.
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3)Assured value for money:
The company has standardized and regulated service & repair charges which are reasonable.
Value care & Extended Warranty: The Value care plan covers labor, parts, and consumables
and ensures appropriate resale value for the vehicle at the time of exchange. The programme
extends warranty for up to 4 years or 150,000 kms, applicable to all Tata passenger vehicles.
Tata Motors’ Original Parts (TOP) & Insurance: 1 year warranty on its genuine spare parts,
which are trademarked as ‘TOP’. The insurance scheme offers convenience of on-line policy
issuance & near cashless repairs facility across the Tata Motors authorized network.
(e) AREA OF OPERATION – (global / national / regional)
Tata Motors has subsidiary/associate companies outside of India as under:
• Tata Daewoo Commercial Vehicle Co. Ltd., Korea
• Nita Company Limited, Bangladesh
• Tata Precision Industries Pvt., Ltd., Singapore
• Tata Technologies Limited, USA/UK
• Tata Motors European Technical Centre, UK
• Tata Motors (SA) Proprietary Limited, South Africa
• Tata Motors (Thailand) Limited, Thailand
The Tata Group has operations in more than 85 countries across six continents
and its companies export products and services to 80 nations. In the past few years, the TATA
group has led the growing appetite among Indian companies to acquire businesses overseas in
Europe, the United States, Australia and Africa - some even several times larger - in a bid to
consolidate operations and emerge as the new age multi-nationals. The TATA group is 11th most
reputable company in the world according to Forbes. At home in the world anchored in India
and committed to its traditional values of leadership with trust, the Tata group is spreading its
footprint globally through excellence and innovation. Each operating company in the group
develops its international business as an integral element in an overall strategy, depending on the
competitive dynamics of the industry in which it operates. Over the past eight years the group
has made overseas acquisitions of $18 billion.
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Among the bigger deals on this front have been Tetley, Brunner Mond, Corus,
Jaguar and Land Rover in the UK, Daewoo Commercial Vehicles in South Korea, NatSteel in
Singapore, and Tyco Global Network and General Chemical in the US. Priority markets: While
individual Tata companies have differing geographical imperatives, the Tata group is focusing
on a clutch of priority countries, which are expected to be of strategic importance in the years
ahead. The regions are North America, UK, China, the Netherlands, Germany, and South Africa,
members of the Gulf Cooperation Council, Brazil, Vietnam, Thailand and Sri Lanka.
(f) OWNERSHIP PATTERN
Tata Sons, Tata Industries, Group holding structure
Tata Sons and Tata Industries are the two promoter companies of the Tata Group. A more
detailed profile of these companies can be accesses through the ‘related info’ links on the right.
Tata Sons
This premier promoter company of the Tata’s was established as a trading enterprise by group
founder Jamsetji Tata in 1868.It is the promoter of all key companies of the Tata Group and
holds the bulk of share-holding in these companies. The chairman of Tata Sons has traditionally
been the chairman of the Tata Group.
Tata Sons is the owner of the Tata name and the Tata trademark, which are registered in India
and several other countries. About 66 per cent of the equity capital of Tata Sons is held by
philanthropic trusts endowed by members of the Tata family.
Tata Industries
Tata Industries was set up Tata Sons in 1945 as a managing agency for business it promoted.
Following the abolition of the managing agency system, Tata Industries’ mandate was recast, in
the early 1980s,to promote the Group’s entry into new and Tata Industries has over the last two
decades, initiated and promoted the Group’s ventures into several sectors, including control
systems, information technology ,financial services ,auto components, advanced materials and
telecom hardware. Tata Motors has several joint venture, subsidiary and associate companies:
Jaguar Land Rover
Tata Daewoo Commercial Vehicle Company Ltd
(TDWCV)
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Tata Technologies Ltd. (TTL) and its subsidiaries Hispano Carrocera S. A. (HC)
Telco Construction Equipment Co. Ltd. (Telcon) Tata Motors Insurance Broking & Advisory
Services Ltd (TMIBASL)
HV Axles Ltd. (HVAL) Tata Motors European Technical Centre plc
HV Transmissions Ltd. (HVTL) Tata Motors Finance Limited
TAL Manufacturing Solutions Ltd. (TAL) Tata Motors Thailand
Sheba Properties Ltd. (Sheba) Tata Marcopolo Motors Ltd (TMML)
Concorde Motors (India) Ltd. (Concorde) Tata Motors(SA) Proprietary Ltd (TMSA)
Tata Motors Limited is a public limited company listed on 2 stock exchanges (Bombay Stock
Exchange and National Stock Exchange of India Limited) in India. Company’s Depositary
Receipt Programme is listed on the New York Stock Exchange.
Group Holding
1)Ratan N Tata Chairman
2) Ravi Kant Non executive, vice chairman
3) Mr.N.N.Wadia Director
4) J.J. Irani Director
5)Mr. V.K.Jairath Director
6) N. N. Wadia Director
7) Mr. Carl-Peter Forster Chief Executive Officer & Managing Director
8) Mr.Debasis Ray Corporate Communications
9)Mr.H.K.Sethna Company Secretary
10) Mr. N Pinge Chief Internal Auditor
11) Mr. R Pisharody President (C V Business Unit)
12)P.M. Telang MD- India operations
13) C. Ramakrishnan
14) Cyrus Mistry
Chief Financial Operations
(Chairman 2012 – present)
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(g) COMPETITORS INFORMATION
(h) Production capacity:
The segment wise production is as follows :
Location Type of vehicle manufactured Production capacity(Lakh/PA)
Pune Passenger cars (India, Indigo, Marina) 2.7L/pa
Pune Commercial Vehicles 2.5L/pa
Jamshedpur Trucks & Special Purpose Vehicles 1.08L/pa
Lucknow Buses 0.6L/pa
Pantnagar Mini Truck (Ace), passenger
carrier(magic)
2.25L/pa
Dharwad Marcopolo -
(i) AWARDS
Tata Motors Ltd., has many awards since its inception but below are mentioned very few its
 CVBU Pune declared winner of the MPCB Vasundhara Awards 2010...
 Tata Nano bags the Gold Prize in the 2010 Edison Awards ...
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TATA MOTORS
EICHER
ASHOK LEYLAND
MAHINDRA &
MAHINDRA
PIAGGAIO

 CVBU Lucknow bags Excellent Energy Efficient Unit-Award for the second time.
 Tata Motors bags four ABCI awards
 Tata Nano's design receives world’s oldest and coveted international award...
 CVBU Pune receives Excellent Energy Efficient Unit award...
 Tata Motors is commercial vehicle maker of the year for 2009
 Tata Motors bags two awards for excellence in IT implementation...
 Auto critics recognize new generation Tata Motors Cars...
 Land Rover Discovery 4 named best 4X4 at the 'What Car Awards 2010'...
 National Energy Conservation Award 2009 for Pantnagar Plant...
 Car Plant Pune bags 'Gold Category Award in National Productivity Contest'...
 Tata Motors has received the prestigious NDTV Profit Business Leadership Award...
 Tata Motors among India’s most Trusted Brand in cars...
 Tata Motors wins award at the Bangkok International Motor Expo...
 Tata Motors bags the NDTV Profit Business Leadership Award 2008...
 Tata Motors awarded the Top Exporter Trophy by EEPC..
 Tata Motors Pune – CVBU has bagged the “Golden Peacock National Quality Award.
And many more awards.
k) Tata motors milestones
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.
1945
• Tata Engineering and Locomotive Co. Ltd. was established to manufacture locomotives
and other engineering products.
1948
• Steam road roller introduced in collaboration with Marshall Sons (UK).
1954
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• Collaboration with Daimler Benz AG, West Germany, for manufacture of medium
commercial vehicles. The first vehicle rolled out within 6 months of the contract.
1959
• Research and Development Centre set up at Jamshedpur.
1961
• Exports begin with the first truck being shipped to Ceylon, now Sri Lanka.
1966
• Setting up of the Engineering Research Centre at Pune to provide impetus to automobile
Research and Development.
1971
• Introduction of DI engines.
1977
• First commercial vehicle manufactured in Pune.
1983
• Manufacture of Heavy Commercial Vehicle commences.
1985
• First hydraulic excavator produced with Hitachi collaboration.
1986
• Production of first light commercial vehicle, Tata 407, indigenously designed, followed
by Tata 608.
1989
• Introduction of the Tatamobile 206 - 3rd LCV model.
1991
• Launch of the 1st indigenous passenger car Tata Sierra.
• TAC 20 crane produced.
• One millionth vehicle rolled out.
1992
• Launch of the Tata Estate.
1993
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• Joint venture agreement signed with Cummins Engine Co. Inc. for the manufacture of
high horsepower and emission friendly diesel engines.
1994
• Launch of Tata Sumo - the multi utility vehicle.
• Launch of LPT 709 - a full forward control, light commercial vehicle.
• Joint venture agreement signed with M/s Daimler - Benz / Mercedes - Benz for
manufacture of Mercedes Benz passenger cars in India.
• Joint venture agreement signed with Tata Holset Ltd., UK for manufacturing
turbochargers to be used on Cummins engines.
1995
• Mercedes Benz car E220 launched.
1996
• Tata Sumo deluxe launched.
1997
• Tata Sierra Turbo launched.
• 100,000th Tata Sumo rolled out.
1998
• Tata Safari - India's first sports utility vehicle launched.
• 2 millionth vehicle rolled out.
• Indica, India's first fully indigenous passenger car launched.
1999
• 115,000 bookings for Indica registered against full payment within a week.
• Commercial production of Indica commences in full swing.
2000
• First consignment of 160 Indicas shipped to Malta.
• Indica with Bharat Stage 2 (Euro II) compliant diesel engine launched.
• Utility vehicles with Bharat 2 (Euro II) compliant engine launched.
• Indica 2000 (Euro II) with multi point fuel injection petrol engine launched.
• Launch of CNG buses.
• Launch of 1109 vehicle - Intermediate commercial vehicle.
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 2001
• Indica V2 launched - 2nd generation Indica.
• 100,000th Indica wheeled out.
• Launch of CNG Indica.
• Launch of the Tata Safari EX
• Indica V2 becomes India's number one car in its segment.
• Exits joint venture with Daimler Chrysler.
 2002
• Unveiling of the Tata Sedan at Auto Expo 2002.
• Petrol version of Indica V2 launched.
• Launch of the EX series in Commercial vehicles.
• Launch of the Tata 207 DI.
• 2,00,000th Indica rolled out.
• 5,00,000th passenger vehicle rolled out.
• Launch of the Tata Sumo'+' Series
• Launch of the Tata Indigo.
• Tata Engineering signed a product agreement with MG Rover of the UK.
 2003
• Launch of the Tata Safari Limited Edition.
• The Tata Indigo Station Wagon unveiled at the Geneva Motor Show.
• On 29th July, J. R. D. Tata's birth anniversary, Tata Engineering becomes Tata Motors
Limited.
• 3 millionth vehicle produced.
• First CityRover rolled out
• 135 PS Tata Safari EXi Petrol launched
• Tata SFC 407 EX Turbo launched
 2004
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• Tata Motors unveils new product range at Auto Expo '04.
• New Tata Indica V2 launched
• Tata Motors and Daewoo Commercial Vehicle Co. Ltd. sign investment agreement
• Indigo Advent unveiled at Geneva Motor Show
• Tata Motors completes acquisition of Daewoo Commercial Vehicle Company
• Tata LPT 909 EX launched
• Tata Daewoo Commercial Vehicle Co. Ltd. (TDCV) launches the heavy duty truck
'NOVUS' , in Korea
• Sumo Victa launched
• Indigo Marina launched
• Tata Motors lists on the NYSE
 2005
• Tata Motors rolls out its 500,000 th Passenger Vehicle
• The Tata Xover unveiled at the 75th Geneva Motor Show
• Branded buses and coaches - Starbus and Globus - launched
• Tata Motors acquires 21% stake in Hispano Carrocera SA, Spanish bus manufacturing
Company
• Tata Ace, India's first mini truck launched
• Tata Motors wins JRD QV award for business excellence.
• The power packed Safari Dicor is launched
• Introduction of Indigo SX series - luxury variant of Tata Indigo
• Tata Motors launches Indica V2 Turbo Diesel.
• One millionth passenger car produced and sold
• Inauguration of new factory at Jamshedpur for Novus
• Tata TL 4X4, India's first Sports Utility Truck (SUT) is launched
• Launch of Tata Novus
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• Launch of Novus range of medium trucks in Korea, by Tata Daewoo Commercial
Vehicle Co. (TDCV)
2006
• Tata Motors unveils new long wheel base premium Indigo & X-over concept at Auto
Expo 2006
• Indica V2 Xeta launched
• Passenger Vehicle sales in India cross one-million mark
Tata Motors and Marcopolo, Brazil, announce joint venture to manufacture fully built buses
& coaches for India & markets abroad
• Tata Motors first plant for small car to come up in West Bengal
• Tata Motors extends CNG options on its hatchback and estate range
• TDCV develops South Korea's first LNG-Powered Tractor- Trailer
• Tata Motors and Fiat Group announce three additional cooperation agreements
• Tata Motors introduces a new Indigo range
2009
2010
2011
2012
2013
• Tata Motors launches the long wheel base Indigo XL, India's
first stretch limousine
• Indica vista –the new generation indica is launched.
• Tata motors launched NANO –The people’s car.
• The new IndicaEv2 is launched.
• Tata Motors launched Tata ACE Zip.
• Tata motors launched Tata indica vista D90.
• Tata motors launched Tata sumo gold.
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Introduction:
It is the largest mini trucks dealership in bijapur.The founder name is sunilgouda patil year 2010
found of patil trucks pvt ltd
In the year 2004 focused the business there were patil Honda and 2010 patil trucks of
commercial vehicle. So patil trucks started into dealership
Distributor for I T C partner 2004
Mangalwedhi petroleums partner 2005
Patil automatic Honda executive dealer 2006
Patil biwheely pvt ltd 2011
Patil developer in 2012
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Profile of patil trucks
NAME OF THE FIRM : Patil Trucks Pvt.Ltd. Co
ESTABLISHMENT : 2010
FOUNDER : Sunil gouda Patil
TYPE OF THE FIRM : Pvt . Ltd .Co
SOURCE OF FINANCE : S B I , ING
PRODUCTS : TATA MOTORS
ADDRESS : PATIL TRUCKS Pvt. Ltd .Co.
Opt Golgumbaj
Station road
Bijapur -587
PHONE NO : 08352-244455
DISTRICK : Bijapur
STATE : Karnataka
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SERVICES OF PATIL TRUCKS
Patil trucks is exclusive show room for the Tata Motors situated
at Station road , Bijapur & it’s the single showroom which is covering Bilapur & Bagalkot
districts name .
1) BIJAPUR
2) INDI
3) SINDGI
4) MUDDEBIHAL
5) B.BAGEVADI
6) BAGALKOT
7) ILAKAL
8) BADAMI
9) JAMAKANDI
10) MUDHOL
Page 25

It is also having showroom at Bagalkot & Bijapur to cover those areas which are working under
of guidance of patil trucks the main branch using promotional activities such as periodical
advertisement offers insurance , road shows demonstration .
Since patil trucks is the only showroom the promotion activities Conducted most of reaching
effective to customer of other district simultaneously it is losing Customers in other district
Objective Of Patil Trucks
1. They want to be best in the automobile company
2. To the every customer in the market in sales and service
3. To open branches in different location for customers to excess
easily to dealership
4. Organize service camp at customer places to know the needs of
the service
5. Sales maximization
6. Achieving leadership in the market
7. Employee/worker satisfaction
VISSION
The vission statement of Patil Trucks Pvt Ltd is “Best in the manner
in which we operate best in the product we operate best in our value system
and ethics
MISSION:
Page 26

Our Mission in Tata is to improve the quality of life in India through leadership in targeted
sectors of national economic significance to which the Group can bring a unique set of
capabilities.
OWNERSHIP PATTER
In the Tata Motors Patil Trucks Pvt Ltd they have sole pattern of
investment
BRANCHS OF PATIL TRUCKS
1) BIJAPUR ----Head Office
Branches:
2) BAGALKOT
3) ILAKAL
4) JAMAKANDI
5) MUDHOL
Service set up:
6) INDI
7) SINDGI
8) BADAMI
ACHIVEMENTS
* Best Dealership Award from TELCO
* Best Dealership Award from TATA ACE
* Best Dealership Award from HONDA
Page 27

ACTIVITIES UNDER TAKEN
UNIQUE 3s
* SALES
* SERVICES
* SPARE PART
Workflow chort
Managing director
General Manager
Asst General Manager
Sales Manager
Asst Sales Manager
Sales Executive
Finance Coordinator
Showroom In charge
Back office
Page 28

Work flow may be viewed as one primitive building block of organization the relationship
among these concepts are described later in this entry, the adjacent diagram explains the work
flow model of patil trucks pvt.ltd.
IT is a systematically and very smooth way of function in the company,
In this organization, based on the customer need the tata ace will be ordered and then the general
manager will give information about the vehicle to the senior manager then it goes to asst
manager later it will be transfer the information to the sales executive then they have the
responsibility to commence the business who visit the showroom and enquire about the vehicle,
sales satisfaction manager will enquire about the vehicle problems and remind about service and
special offers to the customer, showroom in charge will manage the showcase in the showroom.
COMPETITORS:
• MAHENDRA motors
• Ashok Leyland
• EICHER
• paiggio
Page 29

Company product
1) tata ace
2) tata magic
3) tata zip
4) tata 207
5) tata xenon
Page 30

Tata Ace, India's first indigenously developed sub-one ton mini-truck, was launched in May
2005. The mini-truck was a huge success in India with auto-analysts claiming that Ace had
changed the dynamics of the light commercial vehicle (LCV) market in the country by creating a
new market segment termed the small commercial vehicle (SCV) segment. Ace rapidly emerged as
the first choice for transporters and single truck owners for city and rural transport. By October
2005, LCV sales of Tata Motors had grown by 36.6 percent to 28,537 units due to the rising
demand for Ace. The Ace was built with a load body produced by Autoline Industries. By
2005, Autoline was producing 300 load bodies per day for Tata Motors.
Ace is still a top seller for TML with 500,000 units sold to date (June 2010). In 2011, Tata
Motors invensted Rs.1000 Crore in Dharwad Plant, Karnataka with the capacity of 90,000 units
annually and launched 2 models of 0.5T capacity as Tata Ace Zip, Magic Iris.
Ace has also been exported to several Asian, European, South American and African countries
and all-electric models are sold through Polaris Industries' Global Electric Motorcars division. In Sri
Lanka it is sold through Diesel & Motor Engineering (DIMO) PLC under the name of DIMO
Batta.
Page 33

There are four departments available in patil trucks pvt. Ltd .company
a) Sales department
b) Service department
c) Spares department
d) Account department
Sales department work:
When the customer enter showroom the reception guide
them to respective sales executive. The executive delivers sufficient information regarding the
tata ace which they desire and also clear the doubt , queries they have. The client is also educated
about the price, offers facilities and loan if they are willing. After explanation the customer also
offered a tast driver if he wishes. The Sales executive fills prospect from to collect the data of
customer and later follow up is done. If customer is convinced and confirms to purchase at that
movement order form is filled with Rs 10000/- or more as initial payment by client convince.
The confirmed booking is placed to Asst. Manager when the customer pays full amount Asst.
Manager Forward the booking to Senior Manager then orders for tata ace is placed to the
company with specification. The customer is given 7 to 15 days duration for delivery of vehicle.
SALES DEPARTMENT:
Page 35

The Sr.sales manager Mr.I.P. katamballi of the sales department
Showroom In charge - H.B.Patil
Asst. Sales manager - A. Khadhar
Sales executive (TATA ACE ) - Ravi N
Abdul
Ragunath
Sales executive (MAGIC IRIS) - Ayub.P
Salear
Ishay
Sales executive (ZIP) - Pratap.R
Parasuram
Sales executive (SUPER Ace) - Yusuf B
Rafiq
Sales executive (207&xenon) - Maheboob D
Sales executive (Winger ) - Ayub P
Objective:
Page 36

1) First and foremost objective is to increase the sales
Turnover by every year .
2) To increase the market share
3) To increase the response to the customer.
4) Customer satisfaction.
Function:
1) Searching the customer
2) Targeting the customer
3) Recurring order acceptance
4)Sending quotation to customer
5)Supply the product
6) Recurring and solving the customer problems.
year 2010-11 2011-12 2012-13
Sl .no 900 940 980
Page 37

Mr.H.S.Patil is general manager of service department
and under guidance
Work manager - Mr. Joshi.N.P
Work in charge - Mr.Farhan
Floor in charge - Mr.Anand K.B
Mr. Gaibu
Tools in charge - Mr.Sangu
Service advisor - Mr.Santosh
.Mr.Shahbaaz
Service supervisor - Mr. Rahis
Mr. Riyaz
PDI in charge - Mr. Shahbaaz
Mr.Asif
Mr.Kiran
Mr.Javeed
OBJECTIVE:
Page 39

1) To provide high class service to the customer.
2) To properly deal with customer problems.
3) To response to customer queries.
4) To maintain relationship with existing customer & serving new
Customer.
FUNCTION:
1) Communicating with customer periodically.
2) To provide better quality service to the customer.
3) To manager service shop infrastructure environmental & safety
issue
4) To observe dealership guidelines & fulfill manufacturer’s priority
Task.
5) To coordinate services and warehouse operation.
SPARES DEPARTMENT:
Page 40

Mr.Ganesh is the head of the spares
department
Senior spares executive - Mr . Ganesh
Asst. spares executive - Rajashekar
Spares executive - Anand
Objection:
1) To provide high class services to the customer
2) To identified the correct parts
3) To respond to the customer quarries
4) To maintain the maximum possible parts to service the
customer immediately.
Function:
1) Communicating with customers periodically.
2) To provide the better quality spares the customer.
ACCOUNTS DEPARTMENT:
Page 41

Commercial vehicle division (CVD) - Mr. Ravi
Finance coordinator - Mr.Sunil K
Accounts executive - Mr. Venkatesh
OBJECTIVE :
1) Providing / facilitating finance information to the various
department.
2) Controlling / reducing the cost of department.
3) To effective management in the organization.
FUNCTION:
1) Auditing the record of the department
2) Maintain the books of account.
3) Attending internal auditing
4) Raising funds from bank
5) Preparing income tax and cost sheet
BANKERS OF PATIL TRUCKS PVT LTD:
1) ING
2) S B I.
LAST THREE YEARS TURNOVER:
Page 42

year 2010-11 2011-12 2012-13
Sl.no 20.7cr 25.20cr 31.50cr
4.SWOT Analysis
Page 43
STRENGTH WEEKNESS
Strong presence in marketplace concentration on passenger cars only
Skill based manufacturing Image of low quality makers
Robust sales growth
OPPORTUNITY THREATS
Product launches competition from global players
Alliances and joint ventures global economic conditions

STRENGTH:
 Strong brand name of TATA.
 First mover advantage.
 Good relationship with customer & dealers.
 Better Logistic management.
WEAKNESS:
 More concentration of Passenger Car Vehicles.
 Complaints on gearing shifting.
 Concentrated to the middle class customers only.
OPPURTUNITIES:
Page 44

 Further fragmentation of market.
 High growth rate of SCV & LCV.
THREAT:
 Creation of new segment & Increased competition from
Piaggio, Mahindra & Mahindra, Force Motors, Ashok Leyland.
CUSTOMER SATISFACTION:
Customer satisfaction, a business term is a measure of how product and services
supplied by a company meet or surpass customer expectation.
Whether the buyer is satisfied after purchase depends on the offer’s performance in relation to
the buyer’s expectations. In general, Satisfaction is a person’s feeling of pleasure resulting from
comparing a product’s perceived performance (or outcome) in relation to his or her expectations.
As this definition makes clear, satisfaction is a function of perceived performance
and expectations. If the performance falls short of expectations, the customer is dissatisfied. If
the performance matches the expectations, the customer is satisfied. If the performance exceeds
expectations, the customer is highly satisfied or delighted. The result is high customer loyalty.
Page 45

TATA MOTORS is not only concerned with selling of their products they also
concerned with providing service to the customers after selling. So there is necessity for the
company to find out the satisfaction level of the customers, at different levels in the company.
Which help the organization to find out the ways in improving the services being provided to the
customers, to increase the satisfaction level.
Customer satisfaction is how happily a customer is with a product or service,
both in the product’s performance as well as the company’s delivery of the product to the
market.
Customer satisfaction = Delivery - Expectation
Delivery means customer perception of the actual of the product & services
Expectation means customers expectation about that product or services.
Flow Chart Diagram of Customer Satisfaction:
Page 46
Purchase

STATEMENT OF PROBLEM:
A Study on CUSTOMER SATISFACTION TOWARDS TATA-ACE Mini-Truck to
measure the satisfaction level and attitude of the customers towards the service provided at
PATIL TRUCKS - TATA MOTORS in Bijapur.
Page 47
Usage of the Product/Service
Evaluation
Satisfaction
Loyalty Repeat Purchase Referrals Retention

Development of an effective business strategy for educating the prospective customer
through the survey, however, the services parameters, & the relation with the customer’s attitude
towards purchase of the service are the priorities area of study that are included
Customer Satisfaction surveys Studies show that although customer are dissatisfied
with one out of every four purchases, less than 5 percent of dissatisfied customers will complain.
Most customers will buy less or switch suppliers. Complaint levels are thus not a good measure
of customer satisfaction. Responsive companies measure of customer satisfaction directly by
conducting periodic surveys; they send questionnaires or make telephone calls to a random
sample of recent customers. They also solicit buyer’s views on their competitor’s performances.
For customer-centered companies, customer’s satisfaction is both a goal and a
marketing tool. Companies that achieve high customer satisfaction ratings make sure that their
target market knows it.
NEED for the STUDY:
As the market for the automobile is having the huge accelerating growth in the Indian
market, to check out the drastic changes and all the companies are acting according to it because
to survive in the market and this should be achieved by studying about the customer options and
analyzing their future requirements. This study is definitely going to help to analyze the
customer and can take necessary steps for the improvement of the services by the company.
Because customers are the real advertisement for any product so the company
should be in position to meet the customer requirements and also should maintain the
CUSTOMER RELATIONSHIP against competitors.
OBJECTIVES OF STUDY:
Primary objectives
Page 48

 To ascertain the level of satisfaction among the Tata Motors vehicle owners (commercial
vehicles) with respect to services provided by authorized service stations.
 To evaluate critically market acceptance of Tata Motors (CV) products.
 To analyze the price sensitivity in various spares.
 To find out the customer’s perception on different attributes through questionnaires.
Secondary objectives
 Consumer perception towards the products of Tata Motors.
 Advice to change some attributes of Service Station.
 To know what people perceive & thinking about Tata Ace product.
 What are the ways to retain the existing customers of commercial vehicles to service
station against local services centers?
SCOPE OF THE STUDY
As the title of the project “CUSTOMER SATISFACTION ’’ suggests that the
project is divided into two major parts:
1) Technical
The scope of the technical part is limited to the company premises only. Various raw materials
are imported from our own Domestic and foreign market also. The research and development
department of TATA MOTORS is constantly attempting to lower the cost of some of the models.
Page 49

2) Commercial
The scope of the commercial part is very wide. The geographical area covered is BIJAPUR. The
time period assigned to me was complete six to eight weeks. The authorized service station
covered for the survey was PATIL TRUCKS at Bijapur.
• It helps to understand the perception of customers & thinking about TATA motors
products
• It helps to act as secondary data for future management students
• It helps to form new strategies for increasing the sales
METHODOLOGY OF DATA COLLECTION
To fulfill the objectives of my study, I have taken both into considerations viz. primary &
secondary data. Basically there was a questionnaire to which the respondent has to respond.
Type and collection of data used
Primary Data: Primary data has been collected through personal interview by direct contact
method. The method which was adopted to collect the information is
A: Interview
B: Questionnaires
Interview: Interview is one of the chief means of collecting data in research process. Interview
may be defined as a systematic conversion initiated for a specific purpose and focus on certain
planned content areas. It is not a simple two way conversion between an investigator and an
informant.
The primary data under processing is collected from both direct filling the questionnaires and
through Personal Interviews.
Page 50

Secondary Data: The data once collected by one person become the secondary data if used by
another person.
Sources Of secondary data: The various sources of secondary data are as follows:
• The internal sources of the company
• Manuals and books of the company
• Internet sources
• Weekly magazines
• Newspapers
The secondary data like information of existing customers, information about company’s profile
product line and sales figure has been taken from company’s website.
RESEARCH DESIGN:
Research Design is the arrangement for conditioned for data collection & analysis of
detain a manner that aims to combined relevance to research purpose with economy in
procedure. A research design is a master plan or model for the conduct of formal
investigation. It is blue print that is followed in completing study. The research conducted
by me is a descriptive research. This is descriptive in nature because study is focused on
fact investigation in a well structured form and is based on primary data.
RESEARCH PLAN:
I have gone for sample study because of wider size of population, geographical
spread & the time limitation it was not convenient for me to cover entire population .So
sample study suited us rather than census study. A sample design is a definite plan for
obtaining a sample from a given population. It refers to the technique or the procedure
that researcher would adopt in selecting items to be inched in the sample i.e. the size of
sample. Sampling plan is determined before data are collected.
Page 51

SAMPLING STUDY
The list of sampling units from which sample is taken is called sampling frame.
A sample is a part of the population. The sample should be representative of the population and
the information obtained must be reliable. In any survey where reliability is desired, the error and
variance have to be controlled, measured, and interpreted.
The sample size is of one hundred for existing customers.
The type of population selected is the TATA MOTORS service station named PATIL TRUCKS
at BIJAPUR District, Karnataka.
Sampling Technique: Non – probability judgment sampling
LIMITATION OF STUDY
Every study conducted may have certain shortcomings and unfortunately ours is also a similar
case. A few errors have crept in despite our best effort to avoid them but it is expected that still
our study and findings are very much relevant.
 An error may have been due to the samples taken not conforming to the actual
population: this is because the sample is a convenience sample.
 Personal bias or error of the interviewer might also have crept in: some cases, while
interpreting the respondents.
 Certain questions which are not properly responded by the responders.
 Some of the respondents have not responded totally.
 The Project is focused to Bijapur City only
Page 52

 The duration of the Project is 8 weeks so scope of in-depth valuation Results is limited.
Auto drivers/owners surveyed may tend to get bias towards their perception and may project a
false picture which may affect the reliability and validity of the study.
GRAPHS FOR ANALYSIS
TABLE1:Which tata vehicle do you have
Page 53

Which tata vechicle do you have
Frequency Percent
Valid
Percent
Cumulative
Percent
Valid Tata magic 21 21.0 21.0 21.0
Tata ACE 59 59.0 59.0 80.0
Tata xenon 10 10.0 10.0 90.0
Tata 207 10 10.0 10.0 100.0
Total 100 100.0 100.0
Interpretation:
Among 100 customers response, 59% customers said Tata ACE,21% customer said tata
magic,10% customer said tata xenon and 10% customer is tata 207 the overall 100 survey out of
59% people tata ACE have
TABLE2:What factor made you to buy
Page 54

What factor made you to buy
Frequency Percent
Valid
Percent
Cumulative
Percent
Valid Price 40 40.0 40.0 40.0
Performance 25 25.0 25.0 65.0
Service 20 20.0 20.0 85.0
Others 15 15.0 15.0 100.0
Total 100 100.0 100.0
Interpretation:
Among 100 customers response, 40% customers said Price,25% customer said
Performance,20% customer said Service and 15% customer is Otheras the overall 100 survey out
of 40% people Price factor to buy
Page 55

TABLE 3: Are you satisfied with price/ charge paid for the service ?
Experience at Glance No. of Respondents
Satisfied 83
Dis- satisfied 17
Graph 3: Shows Customer response to the explanation
Analysis: Among 100 customers response, 83 customers said satisfaction for the price and
charge paid services explanation & 17 customers said dissatisfaction
Interpretation:
Page 56

83 customers are satisfied with the charges paid for the service, because of vehicle problem
better servicing and return of the vehicle on time to the customers. 17 customers are dissatisfied
with the charges paid, because they didn’t interact with the advisor before and after the service.
Overall customers are ready to pay charges as described by the service center, but they want
vehicle should be in good condition.
TABLE 4: Are you satisfied with mileage of mini trucks ?
Graph 4: Shows Customer response to the charges paid.
Analysis:
Page 57
Satisfied 92
Dissatisfied 08

Among 100 customers response, 92 customers are satisfied with charges paid for the services &
08 customers are dissatisfied with the price charges.
Interpretation:
During survey maximum customers are explained about the it is good mileage to the vehicle
after servicing before charges paid for the services. Customers interact with the advisor to know
about the charges paid for the service. 08 customers didn’t get details of mileage because of rush
in the service center and urgency of customers to take as early as possible from the service
center.
TABLE 5: Where do you purchase spare parts required for you vehicle
At showroom 81
At retail outlet 19
Graph 5: Shows Customer response to the spare parts availability
Page 58

Analysis:
Among 100 customers, 81customers are satisfied with the spare parts availability at the service
center & remaining 19 customers are dissatisfied.
Interpretation:
81 customers are satisfied with spare parts availability, because it will save their time and
money to bring spare parts from our local distributor service center shop. 19 customers are
dissatisfied with the spare parts non-availability which result in the delay of servicing vehicle
and also takes much more time to bring them from our distributor, which may be of duplicate
qualities compare to the service center product qualities.
TABLE 6: Tick following feature on 1 to 6 or rating scale ?
(1 Best ,6least )
Mileage 35
Comfort 12
Load capacity 16
Design 10
Performance 14
Resale value 13
Graph 6: Shows Customer response to the mileage of Tata Ace
Page 59

Analysis: Service is differentiated into six types as: a) mileage b) comfort c) load capacity d)
design e) performance d) resale value
Interpretation:
Among 100 customers, most of the customers i.e. 35 come for mileage & only 12 out of 100
customers said that good comfort. Out of 100 customer 1 only 16 customer said that load
capacity.10 customer told that design is good.14 customer said that ace performance is good. 13
customer told that resale value is good.
TABLE 7: Is it the spare parts charged reasonable in service station ?
YES 65
NO 35
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Graph 5: Shows Customer Service requirement
Sales
YES
NO
Analysis: among 100 customer.65 customer told that yes reasonable .35 customer said that not
reasonable service station
Interpretation:
Among 100 customers, most of the customers 65% customers fully reasonable of spare
parts.35% customer told that not reasonable service n station.
TABLE 8: How do you feel about service provided by Patil Trucks?
Excellent 28
Good 45
Ok 20
Bad 07
Page 61

Graph 8: Shows Customer Service feelings
Analysis: Among 100 customers, 28 customers told Excellent, 45 customers told Good, 20
customers told Moderate, 7 customers told Bad .overall good feel about patil trucks.
Interpretation:
According to the survey 93% customers are fully satisfied and feel about with patil trucks , 07%
customers are dissatisfied with the service provided by the service center. Most customers are
satisfied with the good dealership & quality aspects.
TABLE 9: which facility do you expect from the dealer most ?
Timely delivery 33
Quality of service 31
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Discount on spare parts 19
Less labor charges 17
Graph 9: Shows Customer Service Care at the Service centre
Analysis: among the100 customers said that their vehicle under warranty was accepted. 33%
customer said that timily delivery,31% customer told that quality of service.19% customer told
that Discount on spare parts & 17% customer said that Less labor charges
Interpretation:
33% Customers vehicle is immediately accepted at the service center. Among 31% customers
told that Quality of service in service station.19% customer said that we need for to discount on
spare parts in workshop. 17% customer said that we need for less labor charge in service station.
TABLE 10: How do you rate our overall dealer performance?
Excellent 20
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Satisfactory 45
Good 25
Fair 10
Graph 10: Shows time taken for the service
Analysis: Among 100 customers, 20%customers told excellent,45% customers told
satisfactory,25% customers told good,10customers told that fair in workshop.
Interpretation:
Depending upon the service warranty & vehicle condition time varies from customer to
customers, but then also 90% customers told that patil trucks dealership, service and other
activities is good.10 %customer told that fair .
TABLE 11: Are you satisfied with promotional activity carried out by dealer?
YES 74
NO 26
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Graph 11: Shows customer interaction with advisor
Analysis: Among 100 customers, 74 customers interacted with the advisor & remaining 26
customers are not interacted with the advisor.
Interpretation:
According to the survey 26% customers who have no problem with the vehicle did not interact
with the service advisor & 74% customers are interacted with the advisor due to the vehicle
problems. Some customer said that the service advisor did not understand their problem and had
taken their problem casually.
TABLE 12: Do you have to make advance booking for service?
YES 60
NO 40
Page 65

Graph 12: Shows Customer demand for the Service
Analysis: Regarding advance booking for the Service, Customers are interviewed with Yes or
No option for the questionnaire.
Interpretation:
60% Customers have to make an advance booking for servicing because of the rush of customers
time consumption is more. This results in a loss of the customers. Therefore they have to do
advance booking. Only 40% of the samples customers do not do advance booking. These
customers mainly come for paid repairing of the vehicle and not for free servicing. Many
customers have to wait in the queue because of the rush.
TABLE 13:Which of vehicle parameter was more highlighted while sale promotion?
TABLE 13: After servicing was it delivered on time?
YES 78
NO 22
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Graph 14: Shows delivery of vehicle on time or not
Analysis: After servicing vehicle delivery on time questionnaire- Among 100 customers, 78
customers said Yes & 22 customers said No
Interpretation:
78% Customers said that their vehicle was delivered on time. Only 22% said it was not delivered
on time. According to the survey one customer said that the dealer once delayed for 2-3 days in
delivering the vehicle because then parts were not available. Sometimes queue is formed in the
workshop due to minor problems.
TABLE 15: How was the overall experience with Tata Ace?
RATINGS RESPONSE
Page 67

Excellent 40
Satisfied 30
Good 20
Bad 10
Graph 15: Shows customer overall experience at the service center
Analysis: Among 100 customers, 40 customers told Excellent, 30 customers told Good, 20
customers told Moderate, 10 customers told Bad overall experience with the Tata Ace.
Interpretation:
According to the survey 90% customers are satisfied with the Tata Ace, 10% customers are
dissatisfied with the product & service provided by the service center. Most customers are
satisfied with the product features & quality aspects.
TABLE 16: Likings of the vehicle compared with other competitor vehicle?
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REASONS CUSTOMER RESPONSE
Brand 60
Product 15
Service 15
Quality 10
Graph 16: Shows customer liking with compare to the competitor vehicle
Analysis: Among 100 customers, 60 customers like Brand name of Tata , 15 customers like
quality aspects, 15 customers like product features, 10 customers like service factors during
overall experience with the Tata Ace.
Interpretation: 60% customers like the brand of TATA as it is a trusted company
15% of the customers like the service of TATA commercial vehicles because of quality.
15% customers like product features of the mini-truck.
Only 10% customers like the service of TATA C.V.
TABLE 17:If any suggestions to Patil Trucks
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Good 90
Improve service 10
Graph 17:Shows costumer suggestions to Patil Trucks
Analysis: On time questionnaire- Among 100 customers, 90 customers said it is good & 10
customers said that it is need for improvement service
Interpretation: 90% customer said that patil trucks service and dealership is
excellent. 10% customers told that it is need improve in service and workshop.
OBSERVATIONS
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 65% of the customers said they got details about service done to the vehicle.35%
customers didn’t get servicing explanation.
 78% of the customers are satisfied with the charges paid to the servicing, 22% customers
didn’t satisfied with the charges.
 85% of the customers are satisfied with the mileage of the Tata Ace.
 60% of the customers interacted with the advisor regarding the problems of the vehicle.
 40% of the customer didn’t interact because of their time shortage & works.
 Maximum customers are made advance booking for the servicing.
 58% customers came back to the servicing center regarding same problem.
 Customer whoever came back interacted with advisor to solve their problems.
 42% customer didn’t came back due to the proper servicing.
 86 % customers are happy with the cleanliness & infrastructure.
 On an average 10-20min is taken to take vehicle into the workshop for servicing.
 36% of the customers are under Free & 20% warranty period of the vehicle.
 63 customers are happy regarding spare parts availability in the servicing center.
 Many customers give suggestions for covering of the body to protect from rain.
 60% are explained regarding time & cost for the vehicle.
 Near about 80% customers are overall satisfied with the Tata Ace product.
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 60% customer like Brand name Tata.
 Many customers prefer Tata Ace compare to the competitor’s products.
CONCLUSION & RECOMMENDATIONS
CONCLUSION
Customer Satisfaction plays pivotal role in any company’s improvement and is the ultimate goal
of any organization. It’s great learning experience to work with TATA MOTORS. I would like
to conclude that a heavy, medium & small commercial vehicle has a great market potential.
During the project I learned about SCV products of TATA MOTORS & the customers view
about the product performance. I also came to know different views of the customers about the
services provided by the service work stations.
I also suggested some of my views to the customers and also to the PATIL TRUCKS how they
can make their service much better. I understood the customer’s problems, found the solutions
with the service advisor and explained to them. From the survey I found that some customers are
dissatisfied with the product quality and some are dissatisfied with the services provided by the
dealer.
 Customers should be interacted with the advisor of the service center.
 Customer requirements should be taken into the considerations.
 Service center needs to be updated with technological instruments.
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 All Spare parts should be available at the service center.
 Many customers demanded outer covering body for the Tata Ace.
As the study concentrates to find the satisfaction level of customers of TATA commercial
vehicle and from the findings it can be concluded that almost every area needs improvement
whether it is product quality, services or spares provided by the dealer workshop. If these areas
are improved systematically there is no doubt that customer will receive more satisfaction and
the future of this company will be glorious in the field of automobile. At last I would say that I
enjoyed every moment working with Tata Motors.
RECOMMENDATIONS:
• Spare parts should be available in the workshop as & when required by the customers.
• Workplace should be increased for repairing as there is a queue formed in the workshop.
• Washing space should be increased.
• At least two supervisors and service engineer should be kept in the workshop to see
whether the mechanics are properly doing the work and they need to guide them time to time.
• At least 4 mechanics professional as well as non professional, are being given training in
a year rather than two.
• Proper estimate of the cost and the time taken to repair should be given before only.
• During the training I even suggested the customers to please interact with the service
advisor about their problems.
Page 73

• Mechanics should be increased as there is much waiting time for the customers. They
should also keep more professional & trained mechanics for much faster & smart work.
• One time work should not be done twice shortly afterwards by the mechanics.
• Road test should be taken for every vehicle after the repairing is finished.
• One service advisor should always be there when the customer arrives in the front office
to guide them.
Page 74

11) ANNEXURE 1:
TATA MOTORS - PATIL TRUCKS
QUESTIONNAIRE
Name of the customer:
Address :
ContactNo :
Vehicle Model :
Occupation :
Q1Which tata vehicle do you have
a)Tata Magic( ) b) tata ace( )
c) tata xenon( ) d) tata 207( )
Q2What factor made you to buy
a)Price( ) b)performance( )
c)service( ) d)other( )
Q3) are you satisfied with price/ charges paid for the service ?
a) Satisfied ( ) b) dis-satisfied ( )
Q4) are you satisfied with mileage of mini trucks ?
a) Satisfied ( ) b) dis-satisfied ( )
Q5) where do you purchase spare parts required for your vehicle
a) At showroom ( ) b) at retail outlet ( )
Page 75

Q6) Tick following features on 1 to 6 or rating scale?
( 1 best , 6 least )
a) Mileage ( ) b) Comfort ( )
c) Load capacity ( ) d) Design ( )
e) Performance ( ) f) Resale value ( )
Q7) Is it the spare parts charged reasonable in service station?
a) Yes ( ) b) No ( )
Q8) How do you feel about service provided by PATIL TRUCKS ?
a) Excellent ( ) b) Good ( )
c) Ok ( ) d) Bad ( )
Q9) Which facility do you expect from the dealer most?
a) Timely delivery ( ) b) Quality of service ( )
c) Discount on spare parts ( ) d) less labor charges ( )
Q10)How do you rate our overall dealer performance?
a) Excellent ( ) b) Satisfactory ( )
b) Good ( ) d) Fair ( )
Q11) Are you satisfied with promotional activity carried out by the dealer ?
a) Yes ( ) b) No ( )
Q12) Do you have to make advance booking for service?
a) Yes ( ) b) No ( )
Page 76

Q13) which of the vehicle parameter was more highlighted while sale promotion ( rating 1 to 5)
Sl
no
Parameter Excellent Good Average Need improvement
1. Fuel efficiency
2. Technology
3. Design
4. Load capacity
5. Comfort
6. After sale & service
Q14) After servicing was it delivered on time ?
a) Yes ( ) b) No ( )
Q15) How was the overall experience with TATA ACE ?
a) Excellent ( ) b) Satisfied ( )
b) Good ( ) d) Bad ( )
Q16) Likings of the vehicle compared with other competitor vehicle ?
a) Brand ( ) b) Product ( )
b) Service ( ) d) Quality ( )
Q17) If any suggestions to Patil Trucks
……………………………………………………………………………………………………
……………………………………………………………………………………………………
……
Page 77

ANNEXURE 2: The general technical specification being submitted to customers is as follows.
• Model : TATA 275 IDI NA BS-II (and BS-III)
• Type: 4-stroke, naturally aspirated, indirect injection diesel engine Max. Output: 16 hp @
3200 rpm Max. Torque : 3.8 mkg @ 2000 rpm Displacement : 700 cc Special Items :
catalytic converter (only in BS III)
• GEAR BOX : GBS 65-4/5.27 Type : Synchromesh (4 forward gears), Sliding mesh
(reverse gear)
• STEERING : Mechanical, variable ratio (20.5 to 24.5), 380 mm dia
• BRAKES Type : Dual circuit hydraulically activated Front : Disc brakes Rear : Drum
brakes (200 mm dia x 30 mm) Parking Brake : Cable operated mechanical linkages acting
on rear wheels
• SUSPENSION Type : Parabolic leaf spring suspension at both front and rear Shock
absorber : Hydraulic double-acting telescopic type both at front and rear
• WHEELS AND TYRES 145R12 LT 8PR RADIAL FUEL TANK Capacity 30 liters
Page 78

• PERFORMANCE Max. Speed: 64 kmph Max. Gradeability : 16%
• Overall Length (A) : 3800 Width : 1500 Wheel base (D) : 2100 Overall height © : 1820
Track Front (E) : 1300 Track Rear (F) : 1320 Min Turning Circle Dia : 8.6 m
• WEIGHTS Max. GVW : 1550 kg Kerb weight : 805 kg Seating capacity : Driver +
(10)BIBLIOGRAPHY
BOOKS REFERRED:
1) Marketing Management 13th
Edition by Philip Kotler
2) Research Methodology 2nd
Revised Edition by C R Kothari
3) Consumer Behavior- By Leon Schiff man
4) Business Research Methods-By S.N.Murthy
WEBSITES:
1) www.tatamotors.com
2) www.tatasons.com
3) www.bseindia.com
4) www.google.com
5) www.moneycontrol.com
Page 79

INTERNAL RECORDS:
Annual Report of Tata Motors
Page 80

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