CONSUMER SATISFICATION ON TVS BIKES – 2019

Overview Of Study Customer satisfaction is term frequently used in marketing. It is a measure of

how products and services supplied by a company meet or surpass customer expectation.
Customer satisfaction is defined as “the number of customers or percentage of total customers,
Whose reported experiences with a firm, its products or its services(ratings) exceeds specified
satisfaction goals. India is the second largest manufacturer and producer of two-wheelers in the
world stands next only to Japan and china in terms of the number Of two-wheelers and produced
and domestic sales respectively.This distinction was achieved due to variety of reasons like
restrictive policy followed by the government of india towards the passenger car industry, rising
demand for personal transport, inefficiency in the public transportation system etc. The Indian
two-wheelers industry made a small beginning In the early 50s when Automobile Products of
India(API) started manufacturing scooters in the country.In the last few years, the Indian two
wheelers has spectacular growth the country stands next to china and Japan in terms of
production and sales respectively.Majority or Indians especially the youngster prefer motorbikes
rather than cars. Capturing a large Share in the two wheelers industry, bikes and scooters cover
major segment.Bikes are large variety of two wheelers are available in the market known for the
latest technology and enhanced mileage Indian bikes, mopeds represent style and class for both
men and women In India.

KEYWORDS : Rating, service, consumer perception, bike segments.

A STUDY ON CONSUMERS BUYING BEHAVIOUR TOWARDS TVS

MOTORS - Vol-7 Issue-3 2021

The Research was entitled under “A Study On Consumers Buying Behaviour Towards TVS
Motors”, which focuses on Consumer behaviour is the study of when, why, how, and where
people do or do not buy a product. This research identifies the foremost influenced factors of the
consumer buying behavior based on the Psychological Factors, Social Factors, Cultural Factors,
Personal Factors, Economic Factors. It attempts to know the buyer deciding process, both
individually and in groups. It studies characteristics of individual consumers such as
demographics and behavioral variables in order to understand the needs and wants of people. It
also tries to assess influences on the consumer from groups such as family, friends, reference
groups, and society in general. Consumer behaviour study is predicated on consumer buying
behaviour, with the consumer playing three distinct roles of user, payer and buyer. The sample
size determined for this study is 177. The Convenience sampling was used in this study. The
primary data was collected through questionnaire and analyzed with the help of statistical tool
namely Uni-variate Percentage analysis, Weighted Average and Chi – square analysis. The
findings of the study and recommendation are mentioned. It is concluded that, the organization
might effectively use all the promotions tools for making efficient communication to all the
consumers.

KEYWORDS: Consumer Buying Behavior, Buying Decision ,Psychology, Sociology.

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Customer Satisfaction and Expectation Towards After Sales Service of TVS

Motors Ltd - Volume-III, Issue-IV- 2019

Customer satisfaction is a strategic goal of any organisation, since a satisfied customer is the core
concern of any organisation; they pay close attention to the factors that influence customers’
satisfaction. After sales service is one of the important factor that influence customer satisfaction
in case of durable goods. After sales service is needed to prevent dissatisfaction, frustration and
it will among present customers against the product and its manufacturers. This study basically
focuses on after sales service offered by “TVS Motors Ltd”. This study has considered different
aspects of after sales service that has impact on customer satisfaction. The data required for study
is collected through a structural questionnaire. It includes opinion of customers on various
aspects of customer’s expectations and customer satisfaction also.

KEYWORDS: Strategic goal, customer expectation, customer satisfaction, After Sales Service,
TVS Motors.

A Study on Consumer Satisfaction towards TVS Motors - Volume : 4 | Issue :

9 | Sept 2015

In India two wheeler industry has acquired a new height’s during the last five years with heavy
competition and inception of the state of art and changes in technology. The owner of two
wheelers have now a wide choice of models. In India, generally in urban areas, two wheeler is
used for various purposes connecting to work. Visiting people, carrying loads, outdoor jobs like
selling etc. In Rural areas it enables people to travel more frequently to nearby towns for their
daily needs. In other words, it has also become a valuable support for increasing productivity and
profits, as well personal transportation. Two wheelers in usage are of three types mopeds,
Scooters & motor cycle.

KEYWORDS : Two Wheeler Industry, Automobile Industry, Moped, Scooters, Motor Cycle.

A Study on Consumer Preference and Satisfaction Towards TVS SUZUKI -

2018; 5(2)

This research analyses the customer satisfaction towards two wheelers. The study was conducted
Coimbatore city only. The total numbers of respondents are 100 it has included men and woman.
The customers have a wide choice of brands to select from many brands. In order to survive the
competition the companies have to do a better job of meeting and satisfying customer needs than
their competitors. Many companies are aiming for high satisfaction (delighted) because
customers who are just satisfied still find it easy to switch when a better offer comes along. The
preference of the customers clearly signifies that their importance of family and friends
influencing their purchase.
KEYWORDS: Customer, Customer Satisfaction, Preference 5

CUSTOMER SATISFACTION TOWARDS TVS BIKES - Vol. 3 No. 3

January 2016

In today’s competitive marketplace where companies compete for customers, customer

satisfaction is seen as a key success factor and is considered as a vital point of overall business
strategy. There is a substantial body of empirical literature that establishes the benefits of
customer satisfaction for firms. In today’s competitive world, any organization needs to have a
greater focus on a major aspect called “Customer Satisfaction” which decides the future of the
business as well as the organisation. Recent interpretations in the consumer domain now couch
satisfaction as a fulfilment response. Fulfilment implies that a consumption goal is known, as in
basic motives of hunger, thirst, and safety. However, observers of human behavior understand
that these and other goals can be and frequently are modified and updated in various ways. Thus,
consumer researchers have moved away from the literal meaning of satisfaction and now pursue
this concept as the consumer experiences and describe it. Satisfaction is the consumer’s
fulfilment response. It is a judgment that a product or service feature, or the product or service
itself, provided (or is providing) a pleasurable level of consumption-related fulfilment, including
levels of under- or over-fulfilment.

KEYWORDS: marketplace, business strategy, consumer, Satisfaction, TVS Motor, Customer

Satisfaction.

A Study on Customer Satisfaction towards TVS Two-Wheeler -  Vol 8 No

4 (2021)
VS is one of India’s largest diversified industrial conglomerates, with its principal headquarters
in Madurai and international offices in Chennai. TVS motor company is a multinational
motorcycle company is the third-largest motorcycle company in India. In today’s competitive
world, market research player, a vital role to aid the company in understanding the customer
expectation from the company. Customer satisfaction is an important component of a company’s
relationship with their customers it is effectively utilizing marketing and sales resources has been
a top priority for many organizations. In this study, an attempt has been made to analyze the
satisfaction level of the customer towards TVS two-wheeler in Madurai city; a sample of 45
respondents has been selected using a simple random sampling method questionnaire has been
used to collect primary data from the respondents. SPSS software is used to analyze the data
statistics.
KEYWORDS : Customer, Two-wheeler, Automobile, Occupation, Industry.

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A STUDY ON CUSTOMER SATISFACTION - Vol-4 Issue-4 2018
Automobile sector is one of the evergreen part in everyone life. India is one of the biggest
manufacturer and producer of two wheelers in the world. It stands next only to Japan and China
in terms of the number of two-wheelers produced and domestic sales respectively. The India
two-wheeler industry made a small beginning in the early 50’s when automobile products of
India (API) started manufacturing scooters in the country. Customer satisfaction is the degree of
satisfaction provided the goods or services of a company as measured by the number of repeat
customer. The main objectives are to find out the customer satisfaction and loyalty towards TVS
bikes. Descriptive research is followed in this research. The universe of the population includes
the respondents who are the customer of TVS bike. The majors findings of the study are most of
the respondents opined that TVS has improved. After TVS bikes, from the research it is
concluded that the demographic variable such as age group, gender and occupation are having
less impact on the factors of customers satisfaction. The research outcome also indicated that,
most of the customers are satisfied towards TVS bike with respect to the chosen factors.
KEYWORDS: Customer satisfaction, population, Descriptive research.

A Study of Customer Satisfaction on After Sales Service of Two Wheelers -

Vol. 1, Issue 1
The purpose of this study is to explore the relationship between various identified after-sales
service attributes of Two Wheeler brands and customer satisfaction. It further intends at
segregating the major after sales service as per Kano Model. This research is a quantitative
research with a sample size of 280, 40 each on the basis of brands of bike and scooter. Sample is
selected in a quota and convenience basis. The brands which are taken as samples includes
Honda, Hero, Bajaj, Mahindra, Yamaha, Royal Enfield and others (TVS, Suzuki and VR). Kano
Model analysis, frequency analysis, correlation, ANOVA test, independent sample t-test, etc. are
used for data analysis. Kano model is taken as a basic model for the study.
KEYWORDS: Aftermarket, Customer Satisfaction, Kano Model, Descriptive and Inferential
Analysis.

9
A Study on two Wheelers Buying of Customer Satisfaction - Volume 2, Issue
5, May – 2017
The origin of Indian Two-wheelers market, we think of old and stodgy Vespa based models of
scooters and Japanese models of motorcycles, but now in the era of globalization the situation
has completely changed as the many industries are sizzling hot with continuous poaching of
scooters by motorcycles as well as regular launching of new models of motor bikes. Earlier the
shelf life of models was in tune of 10-15 years but now it has come down drastically due to
intense competition in motor bike industry. Hero Honda is trying to save its dominance in
motorbike market from rigorous attacks of Bajaj Auto and TVS while Bajaj Auto is changing its
portfolio by heavy inclusion of motorcycles in it. In this battle LML Group, Kinetic Group,
Yamaha Motors, Honda Motors and Royal Enfield are also trying to provide something new to
the customers.
KEYWORDS: Analysis of two wheelers, customer satisfaction and manufacturing company.

THE STUDY ON CONSUMER SATISFACTION TOWARDS GEARLESS

TWO WHEELER - September 2018, Volume 5, Issue 9
This research was carried out to measure the satisfaction level of the customer for gearless two
wheelers. Customer satisfaction is a feeling of pleasure or disappointment resulting from
comparing a product perceived performance or outcome in relation to his or her expectation.
Now a day gearless two wheelers are the first choice of Indian men and women, easy drive and
easy to handle make it very popular. This study was restricted only in Ahmedabad city. A total
400 consumers of gearless two wheelers surveyed with structured questionnaires. The present
study was undertaken with an aim of brand selection and personal factors influence satisfaction
of gearless two wheelers users. The statistical technique such as chi-square test, percentage and
factors analysis have been used to analysis data. The research found that there is significance
association between personal profile of users and the preferable factors like mileage, comfort,
price, resale value and after sales service.
KEYWORDS - consumer satisfaction, buying behavior, two wheelers, chi-test

11
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