Tvs Report

A STUDY ON CUSTOMER SATISFACTION TOWARDS
BILGUNDI AUTOMOTIVES TVS MOTORS IN KALABURAGI CITY
CHAPTER -1
INTRODUCTION
1.1 Introduction
Today is the customer driven economy all firms are engaged in a rat race to attract
customers and build a long-term relationship with their loyal customers. The key to
customer loyalty is through customer satisfaction as satisfied customer will act as of
spokesperson of the company’s product and bring in more buyers.
Over the recent years, the Indian market has witnessed a spate of advertisement
campaigns by different companies in this whole effort. Various brands of products are
available to the customers. Customers choose products according to their wants and
demands. Therefore marketer have to produce and offer the goods and services according
to the wants and demands of the customers or as per the requirements of the customers.
This study makes an efforts to understand the satisfaction level of customers for
TVS Vehicle in Kalaburagi City. Although TVS Vehicle has strong campaigns, it is
important to know the customers problems. The effort is to study the services offered by
the TVS Vehicle to its customers.
Therefore, today’s winning company are those who succeed best in satisfaction,
indeed delighting their target customer.

1.2 Review of Literature
Hemans CR, 2011”emphasized the need for continuous market research. He suggested
that there is a genuine need for continuous sales analysis to sustain the market share.”
Rishikesha T. Krishnan and Ganesh N. Prabhu,
1999 “suggested in their study entitled 'Creating successful new products: Challenges for
Indian industry' that success of business in India will be determined by the marketing
strategies targeting the rising urban middle class.”
Virupaxi Baroda and Biswajit Mahanoy, 2008 “highlighted customer satisfaction as of
India, articles, Journals from Indian management, journals of services marketing,,
journals of marketing, journals business reviews, journals of the academic of marketing
science, journals of marketing research , journals of retailing, and South Asian journal
of marketing, Newspapers and Web sites.

1.3 Objective of Study
 To study the customer satisfaction towards TVS vehicle.
 To analyse the satisfaction level of customers towards the services rendered by
the dealer.
 To study effectiveness of media in minds of consumer towards purchasing the
TVS vehicle.
 To study various attributes of TVS leading in higher customer satisfaction.
 To as certain various parameters of satisfying customers.

1.4 Statement of the Problem
The present economy is the customer driven economy, all firms are engaged in
attracting customer and build a long-term relationship with their loyal customers. The key
to stop loyalty is through customer satisfaction as satisfied customer will act as a spoke
person of the company product and being in more buyers.
The customer needs best quality for consumption and satisfaction it is not easy for
manufacturer to meet customer desire. So thee company has to make various attempts and
centre process of satisfying customer to the full cost. Organizations should understand
various needs and wants in order to satisfy them and attend profit and profit
maximization.
The present possession of the vehicle competition have to increase and study on
the fact of customization so that the satisfaction can be achieved. Kalaburagi is growing
market for automotive with lot of market potential and market status.
So a research has been chosen for a topic on customer satisfaction towards TVS
Vehicle in Kalaburagi City, following objectives were framed.

1.5 Scope of Study
The study covers to understand the customer levels of satisfaction and also tried to
understand the designs preferred by consumers. The study further tries to establish the
after sales satisfaction of customer regarding vehicle of TVS. It covers the awareness of
designs among consumers. The study includes the preferences of consumers based on the
design and performance of TVS vehicle.

1.6 Research Methodology
A study on is based on both forms of data
1. Primary data.
2. Secondary data.
PRIMARY DATA
The primary data was collected through observation, direct interview with the
officials. Questionnaire with stratified sample of 100 respondents have been taken for
carrying out the study.
The study is based both on primary as well as secondary data.
SECONDARY DATA
It was collected through official websites, magazines, journals, reports and other
documents.
Sample size:
100 respondents are selected for survey

1.7 Data Analysis
The information which are gathered from the sample customer are systematical
analysed and present through the table. The simple statistical tools namely percentage,
Bar diagram and pai chart are used for interpretation and analysis of the data.
1.8 LIMITATION OF STUDY
1. Time was one of the major limitation due to Covid-19
2. Cost was also another limiting factor.
3. Due to lack of time comparative study was also not carried out.
4. Study was limited only to Kalaburagi city.
5. Number of respondents were only 100.

CHAPTER - II
THEORETICAL BACKGROUND
MARKET
Market is a physical place where buyers and sellers gathered to buy and sell
goods.
OR
A market consists of all potential customers sharing a particulars need or want
who might be willing and able to engage in exchange satisfy the need or want.
Originally the term market stood for the place, where buyers and sellers are
gathered to exchange their goods and services. Economists use the term market to refer to
collecting buyers and sellers who transact over a particular product. Markets see the
sellers as consoling the market.
Definition:
“A market means coming together of offers and for economic goods irrespective
of the physical presence of contracting parties”.
Prof. Seligman
“A market means any body of persons who are in intimate business relations and carry
on extensive transactions actions in any commodity”.
Jevons.
MARKETING
Marketing is a social and managerial process by which individual and groups
obtain what they need and want through creating offering and exchanging products of
values with others.

Marketing includes all those activities having to do with effecting changes in the
ownership and possession of goods and services. It is delivery of standards of living to the
society. It is designed to bring about the desired exchanged with the targeted audience for
the purpose of neutral gain.
“Marketing is a process by which individuals and groups obtain what they need
and want by creating and exchanging products and value with others. Marketing is a total
system of interacting business activities designed to plan, price to target markets to
achieve organizational objects”.
William Stauton.
Marketing management is a process of planning and executing the conception
pricing promotion and distribution of ideas goods and service to create exchanges that
satisfy individual and organizational goals.
SIGNIFICANCE OF MARKETING
 It improves the standard of living among the people.
 It provides employment opportunities.
 It establishes the economic connection.
CUSTOMER
The simple meaning of a Customer is person who buying goods and services from
a shop.
Customer is central point and all the marketing activities revolve around him, the
main aim of marketing is to meet and target Customers need and wants.
Through Customers buy on industrial machinery or customers products or service
oriented intangible products, they are expectoration level of satisfaction of particular
needs or situation requirements at a particular period.

“A Customer is the most important visitor on our premises, He is not dependent
on us. We are dependent on him. He is not an interruption on our work, he is the purpose
of it. He is a part of it, we are not doing him a favour buy serving him the is doing us a
favour by giving us an opportunity to do so”
M.K. Gandhi.
SATISFACTION
Satisfaction is a persons feelings of pleasure or disappoint consulting from
comparing a product perceived performance in relations to his or her expectation.
As this definition makes clear that Satisfaction is a function of perceived
performance and expectations, if the performances falls short of expectations, the
customer is dissatisfied, it the performance exceeds expectation, the customer is highly
satisfied or delighted, many companies are aiming for high satisfaction because customer
who are just satisfied still find it Easy to switch whom a better offer comers along there
are highly satisfied are much ready to switch high satisfaction or delight create a
emotional affinity with the brand not just a rational performance the result is high
customer legality. How do buyers from their expectations. Their expectations are
influenced by their past buying experience, friends, and advice and marketers.
Although the customer centered firm seeks to create high customer, satisfaction its
main goal is to maximize customer satisfaction. First the company can increase customers
satisfaction by lowering its price on increase its service, but the result may be lower
project. Second the company might be able to increase its profitability by means other
than increased satisfaction third the company has many stock helpers. Spending more in
increase customer satisfaction of other pattern on the philosophy that is trying to deliver a
high level of customer satisfaction subject to delivering acceptable of satisfaction to the
other.
FIVE CHARACTERISTICS OF CUSTOMERS ARE COMMON WORLD WIDE
1. Whether buying is an inexpensive or expensive commodity product are customer
buy satisfaction.
2. The satisfaction is inspired by the total product service package offered.
3. Customer pay the price for wrong buying decisions as well as for the wrong or
inferior products.
4. Customers and buyers are less likely to shop around if they get value for money,
an experience above their exception quality standards and price related to life time
costs expects in pure commodity markets with no product differentiation.
5. Many industrial and private customers may be willing to replace a level priced
arid get hotel room, computers, terminal computer software or garment or clothing
with one providing a surprise enhanced performance image quality pre and after
sales service at an incremental significantly higher prices in all industries, there
are exiting one company charging too much same are charging a severing the
premium price few placing safe by discounting and other charge distressingly rack
bottom price, holders within constraints of its total seriousness.
CUSTOMER LOYALTY
A Customer decision to be loyal or defect is the sum of many small encounters
with the product and the company. Consulting firm corporation says that in order for all
these small encounters to add up to customer loyalty. Companies need to treat a branded
customer experience.
Many companies are aiming for high satisfaction because customers who are just
satisfied still find it easy to switch when a better offer comes along, these who are highly
satisfied are much less ready to switch high satisfaction.

CUSTOMER VALUE:-
The key to generating high Customer loyalty is to delivers high Customer Value,
as the customers buy from that firm which they perceive offers the highest customers
delivered value. Customers delivered value is the, difference between total customers
value and total customers lost where.
The Customer Value is the bundle of benefits customers expects from given
product or service. The customers lost is the bundle of costs customers expects to incur in
evaluating obtaining using and disposing of the product or service. This would mean
customer dissatisfaction and less of business.
Strategy
Source : Consumer Behaviour by Suja.R.Nair
The Customer is at the center triangle because every activity must be seen in terms of its
impact on customers views the organizations performance rather than accepting an
internal view. The three points are as follows.
 Strategies: The Customer service and support strategy must express how it is to be
measured and the priorities for improvement the value of service and support to the
Customer and identify those aspect which create conflictive advantages for the
organization it must be a fully restored statement of intent made after careful planning.
 System: Having classified the strategy the systems
employed buy the customer service and support organization must reviewed in the
light of any changes in content or shift in emphases & content or shift in emphases and
productivity and that these on Customer satisfaction.
 People: The people are those who delivers service they will be more effective if they
are clear, as to what the task is through a consistent service strategy and they had
opportunity to contribute to its formulations.
The scope of customer services support
The primary focus of Customer service and support is to ensure that the Customer
has maximum utility and drives maximum value for his money from the purchase.
The term customer service is often used by people to cover the process of dealing
directly with customer, much has been written on general topic of customer care ranging
from telephone technique to dealing with difficult customers. Jancarlzon of airlines, SAS,
popularized their area by using the term movement of truth pointing out that the customer
judged the whole organization by the part which is visible to him. This aspects of new
customer service and support is delivered and its impact on customers must not be
overlooked and if it is neglected this would mean customer dissatisfaction and loss of
business.
CUSTOMER SATISFACTION:
Whether the buyers is satisfied after purchase depends on the offers performance
in the buyers expectations. In general certification it is a persons feeling of pleasure of
disappointment resulting from comparing products perceived performance in relation to
his or her expectations. If the performance falls short of expectations, the customer is
dissatisfied. If the performance is matches the expectation the customer is satisfied if the
performance is exceeds expectations the customer is highly satisfied of delighted.

MEASUREMENTS OF CUSTOMERS SATISFACTION
Unless we are consistently measuring levels of Customer satisfaction and their
attitudes to service recovery. We will not know what the cost is to us and whether we are
doing the right things do recover from service failure.
The way in which this can be done are,
1. Information gathered by the front line people at the time of service either in a
structured way the once is on the service mangers to encourages, their staff to
report failure. This method gives the best opportunity of responding quickly to
failure and achieving Customer Satisfaction.
2. Getting customer to call when things go wrong can be encouraged through
publicity
3. cards with users and the provision of a free phone to a hot line customers
services all opened by banks. ....
4. Questionnaires left with the customer at the time of a service visit. The response
rate from this technique may be low as at may fail to identify the disgruntled
customers who or we and to find another company to buy from questionnaires
are given to guests in hotels and restaurants to solicit their response.
5. Mailed questionnaires with some inducement to complete them. Such as all
response being pertaining into a drawn for a prize will increase the response rate
and also sent the message that the service company is keen to get a feedback or
Customer satisfaction.
6. A telephone call to customer who have had contact with the service and support
organization in the recent part also gives the opportunity to pickup customers
who night not have replied to a mailed questionnaires and year are dissatisfied.
7. Telephone calls from managers is randomly selected customers while the
sample size may be too, the impact on the service managers can be dramatic. It
also gives customers a sense that the “service and supports management cases
about what is happening to them. It may use in house or employ a specialized
internal agency to carry out the work.
The results from Customer satisfaction survey can be used most powerfully when
they are translated into cost of last sales so that the impact on revenue and profits is clear
to the service management team and subsequently to the top management this also allows
the management of the performance of individuals service, branches. This can be used in
the appraisal of service managers and incorporated into their reward package.
Marketing companies quickly realize that performance in recovering from service
failure has a great influence on the satisfaction rating they receive from their customers
such awards are highly motivating for company's management and staff as well as for
customers.
MANAGING OF CUSTOMER SATISFACTION
The need based satisfaction will depend upon customers perception of product
service performance. The satisfaction desired will be proportional to the difference
between actual performance and perceived performance of a product the lower the
difference the greater the satisfaction.
Customer satisfaction is gaining greater importance today then ever before for
following reasons.
A. Large number of competing brands of product is available in the market.
B. Better brands or betters substitutes are coming up in the market to replace old
brands or products.
C. Customer awareness has gone up tremendously due to mass advertising on
electronic media.
D. Better technology available to give better product quality.
E. The marketing companies being interested to achieve long term objective through
customer satisfaction.
Hence the reach for excellence for those concerned with customers service and
support for a product is being driven by above cited factor, to achieve this, this sector
must be fully integrated into every relevant activity if it is to be managed effectively from
the design stage to final stage of the product good Customers service and support may
with good business
PRODUCT MANAGER ROLE IN ACHIEVING CUSTOMER SATISFACTION
Product manager has vital role kin teeth dissecting and supporting the sales force.
It includes securing improvement in the product service package the introduction of new
products or services the organization of product briefings, he focus of the sales force on
there market most in need of the companies product or services and improving the image
customers have the product or service package by effective and customers’ service
support.
The aim is to provide or to ensure that the sales force can spend less time thinking about
where is sell, what to sell, how to sell and whether the customer will get what ordered
when required and can concentrate on servicing satisfied customers. happening to them. It
may use in house or employ a specialized internal agency to carry out the work.
The results from Customer satisfaction survey can be used most powerfully when
they are translated into cost of last sales so that the impact on revenue and profits is clear
to the service management team and subsequently to the top management this also allows
the management of the performance of individuals service, branches. This can be used in
the appraisal of service managers and incorporated into their reward package.
Marketing companies quickly realize that performance in recovering from service
failure has a great influence on the satisfaction rating they receive from their customers
such awards are highly motivating for company's management and staff as well as for
customers.
MANAGING OF CUSTOMER SATISFACTION
The need based satisfaction will depend upon customers perception of product
service performance. The satisfaction desired will be proportional to the difference
between actual performance and perceived performance of a product the lower the
difference the greater the satisfaction.
Customer satisfaction is gaining greater importance today then ever before for
following reasons.
Large number of competing brands of product is available in the market.
Better brands or betters substitutes are coming up in the market to replace old brands or
products.
Some writers think that the business mens operational interpretation of customer
orientation has not approached the philosophical meaning of promising customer
satisfaction as the ultimate goal of marketing’s according to one of them one apparent
reason is that the attempt to provide customer satisfaction may conflict directly with the
most basic operational goal of business to earn a satisfactory rate of return on its share
holders investments.
Although customer satisfaction is the basic level of marketing concept in practice the firm
do not tend to minimize consumer satisfaction*-If that was the case as professor Kotler
has very sincerely said it company could simply put out the best product at service in the
world and price it below cost there by it mailed create substantial customer satisfaction.
Customers Satisfaction expectation are often reflected in their sacrifice preference in
terms of money against their rating of products. This may be known by carefully plan
research capable of monitory.
For ex: consumer price expectation.
SOME & LOCATIONS IN MEASURING CUSTOMER SATISFACTION
When customers rate their satisfaction with on element of the company
performance say delivery the company needs to recognize that customers very in how
they define good delivery. It could mean early delivery on time delivery order
completeness and so on. Yet if the company had to spell out every element in detail
Customers could face a huge questionnaires.
Company should also note that manager and sales peoples can manipulate their
rating an Customer satisfaction another danger is that if customers know that the
company will go out of its way to please Customers, some Customers may express high
dissatisfaction even if satisfied in order to receive more concessions.
It is not sufficient if a product enjoys good market share. If the company sits back,
one fine day it might find that the market share enjoyed by only manager created by
artificial market conditions it is essential for a companies to periodically assessment
customers satisfaction levels and take remedial action if needed some indicators of a
satisfied customer base are values satisfaction for this they have to ensure.
Products are development to meet consumer requirement. Brands are positioned
so as to company distinctiveness. Communication are used to company to consumer to
experience that on using a value added product relationship it built to offer life time
customer value to enable the consumer to experience value satisfaction.

All the efforts of the marketers are trying to understand buying motives organizing
buying behaviour and working out settable promotional strategy to suit the customer
behavior is to ensure customer satisfaction in today competitive environment while
companies are adopting have make all efforts to understand all the complexities which go
into buying behavior and from marketing programmer to the target market.
CHAPTER-III
COMPANY PROFILE
The leader:
TVS motor company limited, part of the TVS Group is one of the leading India’s
two wheeler manufacturers with a turnover of Rs. 1800 crores the company
manufacturers a wide range of motor cycles. Scooters mopeds and scooters little
wounded, it boasts of more than 5 million happy customers.
Domestic Range - Two Wheeler
Three Wheeler tvs king

The beginning:
The year 1980 was a batch mark for the Indian two-wheeler industries. For it was
this year that saw India’s first two seats moped, TVS 50, rolling out on the Indian roads
with the joint venture with Suzuki motor corporation in 1983. TVS Suzuki became the
first Indian company to introduce 100 cc indo Japanese motor cycles in September 1984
through an available agreement the two company parted ways in September 2001.
Board of directors:
The company has six directors with Mr. Suresh Krishna as the Chairman and
Managing Director.
An eminent industrialist Mr. Krishna was chosen as the “Business Man of the year
1995” awarded by Business India and All India Management Association and Prestigious
“JRD TATA Corporate leadership award” for the year 2000.
Other members of the board:
Venu Srinivasan K.N.Radhakrishnan Chairman & Managing Director President
& CEO H. Lakshmanan H.S. Goindi Director President - Marketing & Sales T. Kannan
Hame Vinay Chandrakant Director President - NPI C.R. Dua S.G. Murali Director
Executive Vice President - Finance K.S. Bajpai Company Secretary Director K.S.
Srinivasan R. Ramakrishnan Director Prince Asirvatham Director
Eco-friendly:
TVS is committed to protecting the environment the company manufacturing
facilities at Mysore and Hosur have state of the art facilities and air pollution control
measures. Even the suppliers are encouraged to ensure that their product meet eco
friendly norms.
Always first:
 Launched TVS 50, India’s first 2 seater, 50 cc moped in August 1980.
 First Indian company to introduce 100 CC indo Japanese motor cycles in
September 1984.
 Launched India’s first indegenerous scooterettes TVS Scotty in 1994.
 Introduced India’s first catalytic converter enabled motor cycle the 110 CC
Shogun in December 1996.
 Launched India’s first 5 speed motor cycle, the Shoolin in October 1997.
 Launched India’s first high performance moped - the XL super with a 70 CC
engine in November 1997.
 Launched Victor in August 2001 a world class 4 stroke 110 CC motor cycle.
 2004 Launched the revolutionary VT-I engine for the best in class mileage in TVS
Centra
 2006 Launched TVS Apache - first bike to win 6 awards in a row
 2007 Apache RTR - first two wheeler in India to have racing inspired engine and
features.
 2008 TVS Flame, TVS Scooty Electric Vehicle and Three wheeler TVS King
launched. 2009 TVS Apache RTR 180 and TVS Streak launched.
Group companies:
With study growth expansion and diversification today TVS commands a strong
presence in various fields two wheelers, automotive components automotive spares,
computer peripherals and finance Lakshmi Auto Components limited large OE Supplier
of two wheelers gears and camshafts Lucas Indian Service Limited
(www.lucasindia.com) company looks after the distribution of auto electrical
components are over India.
Harita Grammer Limited - manufacture of automobile seats in collaboration with
Grammer. World leader in the category India, motor parts and accessories Limited. One
of the India’s largest distribution of spare parts and India Nippon Electricals Limited
(www.indianippon.com) a joint venture with Kokusan Denki, Japan involved in the
manufacture of magnetos Iucas industries, UK manufacturers range of auto electrical
systems, also develops and produces vaccum pumps and gear starters with tritachi
limited.
(http://www.tvsiyangar.com/sundardmmotors.htm) dealers for Indian and foreign
cars in South India Sundaram Qayton Limited Collaboration with Clayton-Devendra and
Webco Wasting house is the largest manufacturer of air brake activation systems TV
Sundaram Iyangar and Sons limited (www.tvsiyengar.com) Ahna Motor of the TVS
group based on Madurai holding company for the TVS Madurai group.
Wide network:
With a strong sales and service network of 470 authorized dealership, 1048
authorized service centre and occurs 364 certified service points. TVS is growing from
strength to strength.
World class facilities:
The company manufacture its motor cycles scooterettes and mopeds at its state of
the art factories in Mysore and Hosur. The current manufacturing capacity is 75000 units
at Hosur and 15,000 units at Mysore per month.
Impressive range:
TVS Motor Company is the third largest two-wheeler manufacturer in India and
one among the top ten in the world, with annual turnover of more than USD 1 billion in
2008- 2009, and is the flagship company of the USD 4 billion TVS Group.
A bike for anyone
TVS Motor currently manufactures a wide range of two-wheelers from mopeds to
racing inspired motorcycles.
 Motorcycles (Apache RTR 180, Flame DS 125, Flame, TVS Jive, StaR City,
Sports)
 Variomatic Scooters (TVS Wego, Scooty Streak, Scooty Pep+, Scooty Teenz)
 Mopeds (TyS-XL Super, TVS XL Heavy Duty) ;
Uncompromising quality technology:
TVS motor company R&D Division has an imposing pool of t and one of the most
contemporary labs, capable of developing innovative designs. Committed to achieving
total customer satisfaction through total quality control (TQC). The company
continuously strives to give the customer the best value for money.
Penchant for Quality
The company has 4 plants - located at Hosur and Mysore in South India, in
Himachal Pradesh, North India and one at Indonesia. The company has a production
capacity of 2.5 million units a year.
Innovation at the helm
TVS Motor's strength lies in
design and development of new products
- the latest launch of 7 products on the
same day seen as a first in automotive
history. We at TVS deliver total
customer satisfaction by anticipating customer need and presenting quality vehicles at the
right time and at the right price. The customer and his ever changing need is our
continuous source of inspiration.
15 million smiles on the Road
TVS has always stood for innovative, easy to handle, environment friendly
products, backed by reliable customer service.
No wonder, then, that our 15 million customers on the road have a reason to smile.
ORGANIZATIONAL STRUCTURE
There are about 60 workers working under Amrut Ratna TVS and they are;
There are 4 main managers:
 Spare manger
 Workshop manager
 Sales manager.
 PDI Manager
Under these managers again certain in charge workers are working under like
there are;
 Spare Manager
 Spare in charge
Workshop manager
 Floor in charge
 Workshop in charge
 Sales manager
 Sales in charge
 Cashier
 Accountant
 PDI manager(pre delivery inspection)
 Service adviser
 Clerk
 Peon
 Watchman
ORGANISATION STRUCTURE
PRODUCT PROFILE
Various Models Of Tvs
Tvs Apache
Available Models
 Apache RTR 160
 Apache RTR FI 160
 Apache RTR 180
Tvs Star
Available Models
 Star City
Tvs Victor
Available Models
 Victor GX
 Victor Edge
 Victor GLX
Tvs Sport
Available Models
 Sport ES 100
CHAPTER - IV
ANAYSIS AND INTERPRETATION OF DATA
Table-1: Gender of respondents
Gender No. of respondents Percentage
Male 64 64
Female 36 36
Total 100 100
Source of Field Investigation
From the above table it was noted that, there were 100 respondents of which 64
percentage of respondents were male and 36 percent were female

Graph-1:
Gender of respondents
70
64
60
50
40
36
PERCENTAGE OF
RESPONDENTS
30
20
10
0
Mal Femal
e e
GENDE
R
Table-2: Age of respondents
Age No. of respondents Percentage
15-30 36 36
30-45 30 30
45-60 24 24
60 & above 10 10
Total 100 100
From the above table it was noted that, 36 percent of respondents belong to the
age group of 15-30, 30 percent of the respondent belongs to age group of 30-45, and 24
percent of the respondents belongs to age group of 45-60, and 10 percent of the
respondents belongs to age group 60 & above.

Graph-2:
Age of respondents
40
36
35
30
30
25 24
Percentage of
respondents
20
15
10
10
0
15- 30- 45- 60 &
30 45 60 above
AG
E
Table-3: Occupation of respondents
Occupation No. of respondents Percentage
Govt. Employee 36 36
business 24 24
professional 30 30
Student 10 10
Total 100 100
From the above table it was noted that, 36 percent of respondent belong to Govt,
employee, 30 percent of respondent belongs to professional. 24 percent of respondent
belongs to business, 10 percent of respondent belongs to student.

Graph-3:
Occupation of respondents
40 36
35
30
30
24
25
Percentage of
20
respondents
15
10
1
0
0 Govt. busines profession Studen

Employee s al t
OCCUPATI
ON
Table-4: Monthly income of respondents
Income No. of respondents Percentage

10
Below 10.000 10
10,000-20000 36 36
20,000 & Above 30 30
Not Applicable 24 24
Total 100 100
From the above table it was noted that, 10 percent of respondents income below
36 percent of respondent income is 10,000—20,000, 30 percent of respondent income
20,000 & above, 24 percent of respondent income is not applicable.

Graph-4:
Monthly income of respondents
10
10 0
0
90
80
Percentage of
respondents
70
60
50
40 36
30
30 24
20
10
1
0
0 Below 10,000- 20,000 & Not TOTA

10.000 20000 Above Applicable L
INCOME
Table-5: Purpose for using TVS vehicle by respondents
Purpose No. of respondents Percentage
Office purpose 36 36
Personal purpose 30 30
Joy purpose 24 24
other 10 10
Total 100 100
From the above table it was come to know that. 36 percent were dealing with their
office purpose, 30 percent respondents were in personal purpose, and 24 percent
respondents were use for joy purpose and 100 percent respondents were use for other
purpose.
Graph-5:
Purpose for using TVS vehicle by respondents
10
10 0
0
90
80
70
60
Percentage of
respondents
50
40 36
30
30
24
20
10
10
0
Office Person Joy other Tota
purpose al purpose l
purpos
SOURC
e ES
Table-6: Reason how respondents come to know about TVS vehicle
Sources No. of respondents Percentage
Television 36 36
News paper 24 24
Magazines 10 10
Friends/Relatives 30 30
Total 100 100
From the above table it was clear that, 36 percent respondents get the information
from television, 24 percent respondents were get the information from magazine, 10
percent from news paper and 100 percent respondents get information from
friends/relatives.
Graph-6:
Reason how respondents come to know about TVS vehicle
10
10 0
0
90
80
Percentage of
respondents
70
60
50
40 36
30
30 24
20
10
10
SOURC
ES
Table-7: Reason for choosing TVS vehicle by respondents
Reason No. of respondents Percentage
Quality 36 36
Durability 24 24
Economy 30 30
Any other specify 10 10
Total 100 100
From the above table it was noted that, 36 percent of respondents were influenced
by the quality of vehicle, 24 percent of respondent were influenced by the durability of
vehicle and 30 of percent were influenced by the economy of TVS vehicle and 10 percent
influenced by other specifics.

Graph - 7
Reason for choosing TVS vehicle by respondents
10
10 0
0
90
80
70
60
Percentage of
respondents
50
40 36
30
30
24
20
10
10
0
Qualit Durabilit Econom Any Tota
y y y other l
specify
SOURC
ES
Table-8: Types of TVS vehicle
Vehicle No. of respondents Percentage
Star City 16 16
Scooty 32 32
Flame 10 10
Apache 28 28
XL 10 10
Any other 04 04
Total 100 100
From the above table it was clear that, what type of TVS the respondents have.
Star City 16 percent
Flame Apache Vehicle
Scooty 32 Percent
Flame 10 percent
Apache 28 percent
2 Stroke (XL) 10 percent
Any other 4 percent

Graph-8:
Showing types of TVS vehicle
10
10 0
0
90
80
70
60
Percentage of
respondents
50
40
32
28
30
20 16
10 10
10
4
0
Star City Flam Apach X Any other
Scoot e e L Tota
y l
VEHIC
LE
Table-9 : The factor below influence your decision
Factors No. of respondents Percentage
Price 30 30
Mileage 36 36
Quality 24 24
Status symbol 10 10
Total 100 100
From the above table it was noted that, 30 percent of respondents influence by
price, 36 percent of respondents influence by mileage, and 24 percent of respondents
were influence by quality and 10 percent of respondents influence by status symbol.

Graph-9:
The factor below influence your decision
10
10 0
0
90
80
70
60
Percentage of
respondents
50
40 36
30
30
24
20
10
10
0
Pric Mileag Quality Status Tota
e e symbol l
FACTO
RS
Table-10: Opinion of TVS motor bike
Opinion No. of respondents Percentage
Affordable 44 44
Competitive 32 32
Camparatively high 24 24
Total 100 100
From the above table it come to know that, 44 percent of respondents opinion is
affordable, 32 percent of respondents opinion were competitive, and 24 percent of
respondents opinion were comparatively high.

Graph-10:
Opinion of TVS motor bike
12
0
10
10 0
0
80
Percentage of
respondents
60
44
40
32
24
20
0
Affordabl Competitiv Camparatively Tota
e e high l
OPINION
Table-11: Mileage of your vehicle
Average No. of respondents Percentage
40-50 64 64
50-60 20 20
Above 60 16 16
Total 100 100
From the above table it is noted that 64 percent respondent vehicle any is 40-50 20
percent respondent vehicle average is 50-60 16 percent respondent vehicle average is
Above 60
Graph-11:
Mileage of your vehicle
10
10 0
0
90
80
70
64
60
Percentage of
respondents
50
40
30
20
20 16
10
0
40- 50- Above Tota
50 60 60 l
AVERA
GE
Table-12: Opinion of quality satisfaction of TVS vehicle
Particular No. of respondents Percentage

32
Highly satisfied 32
Moderately 36 36
Satisfied 24 24
Not satisfied 08 08
Total 100 100
From the above table the quality of TVS vehicle shows. 32 percent of respondents
were highly satisfied and 36 percent of respondents were moderately, 24 percent of
respondents were satisfied, and 8 percent of respondents were not satisfied.

Graph-12:
Opinion of quality satisfaction of TVS vehicle
10
10 0
0
90
80
70
60
Percentage of
respondents
50
40 36
32
30
24
20
8
10
0
Highly Moderately Satisfied Not Tota
satisfie satisfied l
d PARTICULA
RS
Table-13: Opinion of performance satisfaction of the TVS bike that you are
currently having.
Highly satisfied 36 36
Moderately 32 32
Satisfied 24 24
Not satisfied 08 08
Total 100 100
From the above table it is noted that, 36 percent of respondents were highly
satisfied by the performance of TVS bike, 32 percent of respondents were moderately,
and 24 percent of respondents were satisfied, and 8 percent of respondents were not
satisfied.
Graph-13:
Opinion of delivery of the bike after service at the promised time
10
10 0
0
90
80
70
60
Percentage of
respondents
50
40 36
32
30
24
20
8
10
0
Highly Moderately Not Tota
satisfie Satisfie satisfied l
d d
PARTICULA
RS
Table-14: Opinion of delivery of the bike after service at the promised time
On time 50 50
Almost 30 30
Not on time 20 20
Total 100 100
From the above table shows that, 50 percent of the respondents opinion is on time,
30 percent of respondents opinion were almost, and 20 percent of respondent opinion is
not on time.
Graph-14:
Opinion of respondents do service only at the authorized TVS service centers.
10
10 0
0
90
80
70
60
50
Percentage of
respondents
50
40
30
30
20
20
10
0
On Almos Not on Tota
time t time l
PARTICULA
RS
Table-15: Opinion of respondents after service have you ever found any problem.
Yes 20 20
No 50 80
Total 100 100
From the above table it is noted that, 20 percent of respondents found problem
after service, and 80 percent of respondents say no.

Graph-15:
Opinion of respondents after service have you ever found any problem?
10
0
10
0
90
80
70
60
50
Percentage of
respondents
50
40
30
20
20
10
0
Ye No Tota
s l
OPINIO
N
Table-16: Opinion about convenient timing of the service station.
Very convenient 36 36
Convenient 46 46
Inconvenient 18 18
Total 100 100
From the above table it comes to know that, 36 percent of the respondents were
very convenient in timing, 46 percent of respondents were convenient, and 18 percent of
respondents were inconvenient.

Graph-16:
Opinion about convenient timing of the service station.
10
10 0
0
90
80
70
60
Percentage of
respondents
50 46
40 36
30
18
20
10
0
Very Convenie Inconvenien Tota
convenient nt t l
OPINION
Table-17: Opinion of respondents relationship between you and your service
provider.
Excellent 24 24
Good 46 46
Fair 20 20
Poor 10 10
Total 100 100
From the above table it is clear that, 24 percent of respondent were excellent
relationship with service provider, 42 percent of respondent were good and 10 percent of
respondents we fair, and 10 percent of respondents were poor.

Graph-17:
Opinion of respondents relationship between you and your service provider.
10
10 0
0
90
80
70
60
Percentage of
respondents
50 46
40
30
24
20
20
10
10
0
Excelle Goo Fair Poo Tota
nt d r l
PARTICUL
AS
Table-18: Compare to other company vehicle the respondents satisfaction with the
durability of TVS vehicle.
Highly satisfied 20 20
Moderately 46 46
Satisfied 24 24
Not satisfied 10 10
Total 100 100
From the above table it is found that, 20 percent of respondents said that they are
highly satisfied with the durability of TVS vehicle and 46 percent of respondent are
moderately , 24 percent of respondents are satisfied ,and 10 percent of respondents were
not satisfied.
Graph-18: Compare to othencompany vehicle the respondents satisfaction with the
durability of TVS vehicle.
10
10 0
0
90
80
70
60
Percentage of
respondents
50 46
40
30
24
20
20
10
10
0
Highly Moderatel Satisfied Not Tota
satisfie y satisfied l
d PARTICULA
RS
CHAPTER - V
FINDINGS
1. It was found 64 percent of the respondents were male buyers.
2. It was found that 36 percent of respondents of TVS is government employee.
3. It was found that 36 percent of respondents using TVS bikes for office
purpose.
4. It was found that 3 percent of respondents buying TVS bike after watching
advertisement on television.
5. It was found that 36 percent respondents believe in the quality of TVS vehicle.
6. It was found that 32 percent of respondents were buying TVS Scotty.
7. It was found that 44 percent of respondents opinioned is affordable.
8. It was found that 64 percent of respondents of vehicle average range is 40-50.
9. It was found that majority of 36 percent of respondents were moderately.
10. It was found that 36 percent of respondents were satisfied by the performance
of TVS bike
11. It was found that majority of 50 percent of respondents are satisfied of
delivery of bike after service at the promised time.
12. It was found that 64 percent of the respondents do service only at authorized
TVS service center.
13. It was found that 80 percent of respondents are are satisfied with the TVS
company.
14. It was found that 46 percent of respondents are convenient timing of the
service station.
15. It was found that 60 percent of respondents are satisfied with the service
advisor.
16. It was found that 46 percent of respondents are satisfied with the relationship.
17. It was found that 46 percent of respondents are satisfied with durability of
TVS vehicle.
18. It was found that 70 percent of respondents are good satisfied with the rating
of TVS vehicle.
SUGGESTIONS
 Timely supply holds the key in improving the confidence among the buyer
industry.
 They should provide better service after sales for their executing customers.
 They should improve more on the styling of vehicle,
 They should provide various discounts and coupons to attract customer.
 They should help the customer, understanding the usage of the vehicle by telling
various features of the bike, mopeds.
 The company should focus on improve the mileage of vehicles.
 The company should try to keep prices of the vehicles economical to the customer
the company should focus more in its vehicle quality and durability.
CONCLUSION
The study concluded with the view that the bikes market is highly growth oriented
where survival is definite factor. Almost all people were aware and buying vehicle and
most of them were the regular customers of TVS vehicle. It had got loyal customers and it
would easy for TVS vehicle to retain its customers.
In Kalaburagi City, compare to other vehicle, TVS vehicle is at No. 2 position so,
organisation strive for maintaining that position in the maintaining that position in the
maintaining that position in the market in the future course of time.

BIBLIOGRAPHY
Consumer behavior : Philip Kotler. (The millenium edition 2001.
(Marketing Management).
- SujaNair
Marketing research : M.N. Mishra
Company Profile : https://www.tvsmotor.com/Book-a-ride

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A STUDY ON CUSTOMER SATISFACTION TOWARDS

BILGUNDI AUTOMOTIVES TVS MOTORS IN KALABURAGI CITY

customer loyalty is through customer satisfaction as satisfied customer will act as of

spokesperson of the company’s product and bring in more buyers.

the TVS Vehicle to its customers.

indeed delighting their target customer.

Rishikesha T. Krishnan and Ganesh N. Prabhu,

strategies targeting the rising urban middle class.”

Virupaxi Baroda and Biswajit Mahanoy, 2008 “highlighted customer satisfaction as of

India, articles, Journals from Indian management, journals of services marketing,,

journals of marketing, journals business reviews, journals of the academic of marketing

of marketing, Newspapers and Web sites.

 To study the customer satisfaction towards TVS vehicle.

 To analyse the satisfaction level of customers towards the services rendered by

 To study effectiveness of media in minds of consumer towards purchasing the

 To study various attributes of TVS leading in higher customer satisfaction.

 To as certain various parameters of satisfying customers.

person of the company product and being in more buyers.

Vehicle in Kalaburagi City, following objectives were framed.

design and performance of TVS vehicle.

carrying out the study.

The study is based both on primary as well as secondary data.

100 respondents are selected for survey

1. Time was one of the major limitation due to Covid-19

2. Cost was also another limiting factor.

4. Study was limited only to Kalaburagi city.

5. Number of respondents were only 100.

A market consists of all potential customers sharing a particulars need or want

sellers as consoling the market.

of the physical presence of contracting parties”.

on extensive transactions actions in any commodity”.

Marketing is a social and managerial process by which individual and groups

values with others.

the purpose of neutral gain.

system of interacting business activities designed to plan, price to target markets to

achieve organizational objects”.

Marketing management is a process of planning and executing the conception

satisfy individual and organizational goals.

 It improves the standard of living among the people.

 It provides employment opportunities.

 It establishes the economic connection.

Through Customers buy on industrial machinery or customers products or service

oriented intangible products, they are expectoration level of satisfaction of particular

needs or situation requirements at a particular period.

favour by giving us an opportunity to do so”

Satisfaction is a persons feelings of pleasure or disappoint consulting from

comparing a product perceived performance in relations to his or her expectation.

As this definition makes clear that Satisfaction is a function of perceived

performance and expectations, if the performances falls short of expectations, the

customer is dissatisfied, it the performance exceeds expectation, the customer is highly

high level of customer satisfaction subject to delivering acceptable of satisfaction to the

1. Whether buying is an inexpensive or expensive commodity product are customer

2. The satisfaction is inspired by the total product service package offered.

costs expects in pure commodity markets with no product differentiation.

sales service at an incremental significantly higher prices in all industries, there

bottom price, holders within constraints of its total seriousness.

A Customer decision to be loyal or defect is the sum of many small encounters

satisfied are much less ready to switch high satisfaction.

value and total customers lost where.

customer dissatisfaction and less of business.