CUSTOMER PERCEPTION _ BIJJARAGI MOTORS PROJECT REPORT MBA MARKETING

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CUSTOMER PERCEPTION _ BIJJARAGI MOTORS PROJECT REPORT MBA MARKETING Powered By Docstoc
					   CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS

                         CONTENTS
            Chapter 1
                          Executive Summary
                          Introduction
                          Automobile Industry
                          Tata motors


            Chapter 2


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


             Chapter 3
                          HR department
                          Service department
                          Sales department


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




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     CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS

                            EXECUTIVE SUMMARY
                      This project mainly concentrates on the

   “ORGANISATION STUDY & TO STUDY OF CUSTOMER PERCEPTION

        TOWARDS TO STORE & LOYALTY OF BIJJARAGI MOTORS”



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


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




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




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


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




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




                          History of Automobile Industry




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      CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS

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


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


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


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




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                             RATAN TATA

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


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


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




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                        INDIAN AUTOMOBILE INDUSTRY

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

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

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

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




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Ashok Leyland            HMT Tractors               Royal Enfield

Audi AG                  Honda Motors Co. Ltd.      San Motors

Bajaj Auto               Hyundai Motors             Scooters India Ltd

BEML                     Indofarm Tractors          Skoda Auto India

BMW                      Kinetic Motor Co. Ltd.     Sonalika Tractors

Bentley Motors Limited   Lamborghini                Suzuki Motors

Chevrolet                LML India                  Swaraj Mazda Ltd.

                         Mahindra & Mahindra
Daewoo Motors                                       Tafe Tractors
                         Ltd.

Eicher Motors            Maruti Suzuki India Ltd.   Tata Motors

Escorts Ltd.             Mercedes Benz              Telcon

Fiat India Pvt Ltd       Mitsubishi Motors          Terex Vectra

Force Motor              Monto Motors               Toyota Kirloskar Motors

Ford Motors              Nissan Motors              TVS Motor Co.

General Motors           Porsche                    Volvo

Hero Honda               Reva Electric Co.          Yamaha Motor

Hindustan Motors         Rolls-Royce Motor




Economic Survey 2007-08 says:

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      CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS

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


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

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

              Study says that by 2010 India will take over Germany in sales volumes and
Japan by 2012. And by 2050, Indians will buy every sixth car produced in the world.
Apart from serving the domestic market, the auto sector has turned as a sourcing base for
the global auto majors. The auto component market is also in its full swing. As per the
research of RNCOS, one of the leading industry firms, the Indian automobile component
industry is estimated to triple from USD 63 billion to USD 190 billion within a span of
six years by 2012.




Indian Automobile Industry Estimation:



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      CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS

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


Automobile Dealers Network in India

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

                             Automobile Export Numbers


        Category                            1998-99           2004-05 (Apr-Dec)

        Passenger Car                       25468             121478

        Multi Utility Vehicles              2654              3892

        Commercial Vehicles                 10108             19931

        Two Wheelers                        100002            256765

        Three Wheelers                      21138             51535

        Percentage Growth                   16.6              32.8


The industry has adopted the global standards and this was manifested in the increasing
exports of the sector. After a temporary slump during 1998- 99 and 1999-00, such exports
registered robust growth rates of well over 50 per cent in 2002-03 and 2003-04 each to
exceed two and- a-half times the export figure for 2001-02.




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EVEN Growth

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




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




THE KEY FACTORS BEHIND THIS UPSWING:

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       CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS

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

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

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

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


Rank        2005                2004               2003                2002

1           China               China              China               China

2           India               Thailand           Thailand            Thailand

3           Thailand            India              USA                 USA

4           Vietnam             Vietnam            Vietnam             Indonesia

5           USA                 USA                India               Vietnam

6           Russia              Russia             Indonesia           India

7           Korea               Indonesia          Korea               Korea




Twin Advantages:


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       CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS

       Scaling costs
       Optimizing resources


INDUSTRY GROWTH

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

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


Passenger car business unit

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




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            Indian Auto Market Growth for the year 2007-08

  1. The domestic automobile industry sales grew 12.8 per cent at 89,10,224 units as
     against 78,97,629 units in 2004-05.
  2. The automotive industry crossed a landmark with total vehicle production of 10
     million units.
  3. According to the Society of Indian Automobile Manufacturers (SIAM), car sales
     was 8,82,094 units against 8,20,179 units in 2004-05.
  4. The growth of domestic passenger car market was 7.5 per cent
  5. Car exports stood at 1,70,193 units against 1,60,670 units in 2004-05.
  6. The two-wheeler segment, the market grew by 13.6 per cent with 70,56,317 units
     against 62,09,765 units in 2004-05.
  7. Motorcycles had the upward march, 17.1 per cent in domestic market touching
     58,15,417 units against 49,64,753 units in 2004-05.
  8. Scooter segment grew by 1.5 per cent, fall at 9,08,159 units against 9,22,428 units
     in 2004-05.
  9. Commercial vehicles segment grew at 10.1 per cent with 3,50,683 units against
     3,18,430 units in 2004-05.
  10. Medium and heavy commercial vehicles managed a growth of 4.5 per cent
     against 23 per cent growth in the year ended March 31, 2005.
  11. Light commercial vehicles sales growth was 19.4 per cent at 1,43,237 units
     against 1,19,924 units in 2004-05.
  12. Three-wheelers sales rose by 17 per cent at 3,60,187 units against 3,07,862 units
     in 2004-05.




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



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

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

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




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

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

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




AREA OF BUSINESS:
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Tata Motors' product range covers passenger cars, multi-utility vehicles as well as light,
medium and heavy commercial vehicles for goods and passenger transport. Seven out of
10 medium and heavy commercial vehicles in India bear the trusted Tata mark. The
company developed India's first indigenously developed light commercial vehicle, India's
first sports utility vehicle and, in 1998, the Tata Indica — India's first indigenously
manufactured passenger car. Within two years of launch, Tata Indica became India's
largest selling car in its segment.


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

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


Environmental responsibility

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




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     CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS

Global Competition

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


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




Milestones

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     CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS

    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              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.




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 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         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 vehicles 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.




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    CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS




 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.




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             3 millionth vehicles produced.
             First City Rover rolled out
             135 PS Tata Safari EXi Petrol launched
             Tata SFC 407 EX Turbo launched


 2004        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 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 the 500,000th Passenger Car from its Car Plant
              Facility in Pune

             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


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             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
             Launch of Novus range of medium trucks in Korea, by Tata Daewoo
              Commercial
              Vehicle Co. (TDCV)



 2006        Tata Motors vehicle sales in India cross four million mark
             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 Marco polo, 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


 2007        Tata Motors launches the long wheel base Indigo XL, India's first stretch
              limousine




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   Awards

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

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

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

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

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




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Manufacturing

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


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


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


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


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




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      CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS

Research Tata Cars in India

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

Products
Passenger cars and utility vehicles

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




            END A PROFILE AND INTRODUCTION
                               OF TATA MOTORS




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       BIJJARAGI MOTORS
Company profile of Bijjargi Motors

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


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


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




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


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




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

                          ORGANIZATION PROFILE
       Company Name               :       BIJJARAGI MOTORS
       Established on             :       In the year 1991
       Address                    :       BIJJARAGI MOTORS
                                          Indi cross, Bijapur 586104
       Plant Area                 :       2.5 Acre
       Capital                    :       1.5 Crore
       Owner/Partner              :       Partner
       Managing Director          :       Raju.Bijjargi
       Total No of Employees      :       160

BIJJARAGI MOTORS LOGO IS




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


         WORKING HOURS
                Morning 9.30a.m. to 2.00 pm Noon
                Noon 2.00p.m. to 2.30 p.m. Break for lunch
                Noon 2.30p.m to 5.30p.m. Evening.

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




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VARIOUS FACILITIES AVAILABLE AT BIJJARGI AUTOMOBILES LTD.


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


                               FACILITIES AVAILABLE


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

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

    9.                        Feedback card analysis

    10.                        Customer         complaint
                              handling

    11.                       Customer care management

    12.                       Quick repair facility




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MISSION AND VISION


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




The company has two divisions:

               Light Motor Vehicle section
               Heavy Motor Vehicle Section


         Light motor Vehicle section is also called “Auto care Centre” and “Heavy
         Vehicle Section” is called motor section.
         This company started with Auto care centre in 1991.
         K.S.T. No. 5251781-0
         C.S.T. No. 5256781-3
         In the year 1998 company started heavy vehicle section with
         K.S.T No. 5713459-5
         C.S.T.No. 5718459-8
 In the year 2008 recently Feb, Bijjargi Motors started to sell the products of TATA
Motors Light Vehicles in Bijapur.




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                     Roles and Responsibilities:

                        Managing Director:

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



                       Assistant General Manager:

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




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              CRM (Customer relationship manager)

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




                              Work Manager:

       Mr.Muniraj

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




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                                Spares Manager:
         Mr: Anand


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




     Company has following facilities:


  1. Good & pure water facility
  2. Large space for parking for both light & heavy vehicles
  3. Good infrastructure
  4. Rest room for customers as well as employees
  5. Separate cash counter section.
  6. Spare part division for each section
  7. Uniforms for all the employees
  8. Entertainment facilities for the customers
  9. Refreshments (Tea) for the customers.
  10. Customer lounge & toilet facilities for the customers & employees




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Auto Care Centre


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


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




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


                      WORKERS IN AUTOMOBILE SECTION


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


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




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    CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS

Benefits to Employees:


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


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


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


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


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


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


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


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




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Rules & Regulations for the employees:


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


       Benefits to Customer:


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




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   Value added benefits:


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




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

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




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      CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS

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


                      SOLAPUR                          HOSPET




                                    BIJAPUR


                           HUBLI                   GULBARGA

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


Physical Evidence:
                1. It is very important, so Bijjargi Motors always maintain clean & safe
                   around the Bijjargi Motors.
                2. Customer they can view, where the mechanics of Bijjargi Motors working
                   area.
                3. Bijjargi Motors providing visitors room/lounge to their customers.
                4. Bijjargi Motors always offer welcome Tea/Soft drink to their customers.
                5. Customers can see the new technology, when they enter into the service
                   station.
 People: If once the Customer satisfied in service they became the permanent customers
to the Bijjargi Motors. They often & often visit to the Bijjargi Motors and also suggest to
other people to get their vehicle service in the Bijjargi Motors.

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




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                   CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS




                                ORGANISATION STRUCTURE
                               OVER ALL CHART OF ORGANISATION STRUCTURE

                                                Dealership Principal / Managing
                                                            director




           General                                                                                   General Manager or Head
          Manager                                                                                      (Customer support)
          (SALES)


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


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




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

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

Service Advisor
 Quick Repair
     Team

   Service
  Marketing
   Officer



Reception-cum-
  Telephone
   operator


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Bijjaragi Motors Pledge is:

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


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


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


   4) T- Time
            Prepare and time estimate,
            Be prompt at all times
            (Repair order to preparation and billing delivery and complaint
            Handling)
            Provide fast service bin with time and standard/ using quick repair bays
   delivery at promised time.
   5) C- Customer and Complaint Handling
            All customers after service to ascertain satisfaction.
            Record analysis and resolve all complaint be courteous at all time.
       We forever remain committed to service and excellence



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




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


Advertisement:
Dealership should give the advertisement for the posts to be filled the advertisement can
be placed in
              Job search site – NAUKARI.Com
      Tata motors has tied up with naukari.com for provide channel to the dealerships to
   get man power as per standard dealers need to register and place the vacancy
   notification or the site.
The individual response can be viewed only by that dealer and not by any dealer.
       Local manpower/ automobile magnize.
       Dealership own website.


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


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

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


   Performance appraisal (Measurement):
                   The performance of the various personnel is found out through
  various DQCTC audit and reports. These are included management basis.




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                  Basis on the D-2 audit G.M (General Manager), W.M (Work
  manager), C.R.M (Customer relation manager) has to do some basic preparation to
  conducting review.


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



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


Work manager role are


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



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    CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS




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


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


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


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




Standard Modules
BABASAB PATIL

                                                                               46
   CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS


    A) Performance management
         a. Ensuring repair quality


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


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


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




BABASAB PATIL

                                                                                    47
   CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS

     Daily review


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


     Weekly review

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



     Monthly review


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




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                                                                                 48
                   CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS



                             Organisation structure of sales department


                                                         AGM
                                                   Assistant General
                                                        Manager


       Sales                                              Back office                   Reception            Accessories



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

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


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




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




                BABASAB PATIL

                                                                                                                49
   CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS

     Work Profile, Roles and Responsibilities of sales department


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


1. Showroom executive
   Attending the walk-in customers.
   Taking care of green forms of the prospective customers.
   Maintaining the showroom walk in & inquiry register.
   Taking care of water & tea for the customers.
   Guiding the customers to solve there quarries, & informing the responsible
     persons.
     Taking care of the cleanness of showroom & display vehicles in showroom




  2. Sales executive

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    CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS

   At morning, daily commitment of green & yellow forms & delivery
   Taking care of finance, insurance, warranty, commitments of relative customers.
   Executive has to take care of customers before booking to hand over the final
      documents to customers.
   Prior approval of SM before commitment
   Taking care of outdated (30days) green forms.
   At evening, report of the morning commitments.
   Keeping knowledge about competitive products, scheme & price.
Finance Manager
   Providing the full information of finance scheme & finance documents to the
      customer & charges of documents.
   Finance manager has take care all the financial issues (receipt, invoice, insurance
      copy & key), it may be in house or non in house, bank.
   Taking care of the RO & finance amount.
   After receiving the payment by the financier arrange to send documents for
      financier (finance company or bank).
   Replaying to any mail or sending any mail has to AGM
SSM
   Taking care of vehicle delivers in time.
   Making the available all the resources at the times of delivery.
   Before delivery checking the file of the customer & taking the signature of
      accountant, sales manager, and assistant general manager on that file.
   Taking care of white forms, maintaining the quality of white form.
   Sending the photo & thanking letter to customer.
   Making calls to customer within 48 hours after the delivery of vehicle.
   Corresponding with TATA motors (RSSM, SSM, and TML).
   Taking care of empower card.
   Replaying to any mail or sending any mail has to AGM




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                                                                                 51
    CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS

BACK OFFICE


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


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


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

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                                                                                 52
    CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS

      Taking care of TP & all documents of the customers.
      Replaying to any mail or sending any mail has mark to AGM


 ACCESSORIES


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


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


 Receptionist


    Inviting the customer who is coming in the showroom & introduce to concern
      person.
    Attending the call coming on board.
    Taking care of the couriers(sending & receiving)
    Attending the customers in showroom.
    Taking care of the customer (water & tea)




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                                                                                 53
   CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS

 ACCOUNTS


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




   END OF THE ORGANISATION
                            STUDY OF
              BIJJARAGI MOTORS




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                                                                             54
     CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS




RESEARCH PROBLEM


The Research Problem
    “To study the Customer perception towards store and loyalty of

bijjaragi motors”




OBJECTIVES OF THE STUDY


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

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

Description of research
     Marketing research design specifies the procedure for conducting a research project.
The survey was conducted with the objective “Study of customer perception and loyalty
towards Bjjaragi motors.




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     CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS

Data Collection Method:

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


    Secondary Data: The company manuals& reports.



SAMPLING METHOD


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


Sampling Unit: BIJAPUR.


Sampling Frame: Potential Customers for Tata Motors


Sampling Method Selected: Non Probability Sampling Method is chosen.


Sample Size: 50 Respondents


Instrument: Questionnaire




         DATA ANALYSIS AND INTERPRETATION

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                 CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS

            Frequencies

            Do you have own TATA motor car?

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



                            Do you have own TATA motor car?
                   120



                   100



                    80



                    60



                    40
Frequency




                    20


                        0
                                          yes                    no


                            Do you have own TATA motor car?

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

            Interpretation
            Most of respondents have own Tata car.


            Frequencies


            BABASAB PATIL

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     CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS

Which motor car you have?

                                Frequency   Percent   Valid Percent Cumulative
                                                                     Percent
    Valid         Tata indica      50        49.0          50.0        50.0
                  Tata indigo      10         9.8          10.0        60.0
                  Tata sumo        20        19.6          20.0        80.0
                  Tata safari      20        19.6          20.0       100.0
                     Total        100        98.0         100.0
  Missing          System           2         2.0
   Total                          102       100.0



                      Which motor car you have?


    Missing

    tata safari




                                                               tata indica



    tata sumo




    tata indigo




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

Interpretation
Most of respondents have TATA INDICA car.


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


BABASAB PATIL

                                                                                 58
     CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS

                            Frequency   Percent   Valid Percent Cumulative
                                                                 Percent
   Valid         0-2           30        29.4         30.0        30.0
                 2-4           30        29.4         30.0        60.0
                 4-6           20        19.6         20.0        80.0
              more than 6      20        19.6         20.0        100.0

                   Total      100       98.0         100.0
  Missing         System       2         2.0
   Total                      102       100.0



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


    Missing

    more than 6
                                                                   0-2




    4-6




                                                                   2-4




Data analysis
From the above graph it has been observed that out of 50 respondents.
    30% of the respondents are using 0-2 year.
    30% of the respondents are using 2-4 year,
    20% of the respondents using 4-6 year.
    20%of the respondents are using more than 6 years. 2% missing.

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



Frequencies

Where did you purchase tata motor car?


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                                                                             59
     CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS

                            Frequency   Percent    Valid        Cumulative
                                                  Percent        Percent
   Valid        Bijjaragi
                motors         70        68.6       70.0            70.0
               Manikbag
                motors         10         9.8       10.0            80.0
              Bhagyodaya
                motors         10         9.8       10.0            90.0
                Sterling
                motors         10        9.8       10.0             100.0
                 Total        100       98.0       100.0
  Missing       System          2        2.0
   Total                      102       100.0


           Where did you purchase tata motor car?

    Missing

    sterling motors



    bhaguodaya motors




    manikbag motors




                                                            bijjaragi motors




Data analysis
From the above graph it has been observed that out of 50 respondents.
    70% of the respondents purchased car in Bijjaragi motors.
    10%of the respondents purchased in Manikbag,
    10%of the respondents purchased in Bhagyodaya,
    10%of the respondents purchased in Sterling.

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


Frequencies
Why did you purchase in that show room?


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                                                                               60
      CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS

                                  Frequency   Percent    Valid    Cumulative
                                                        Percent    Percent
   Valid            on time          10         9.8      10.0        10.0
                    delivery

                    service          35        34.3      35.0        45.0
                    nearest          40        39.2      40.0        85.0
                   availability      15        14.7      15.0       100.0
                      Total         100        98.0     100.0
  Missing           System           2          2.0
   Total                            102       100.0



           Why did you purchase in that show room?


    Missing
                                                                  on time delivery
    availability




                                                                          service




    nearest




Data analysis
From the above graph it has been observed that out of 50 respondents.
    10%of the respondents purchased car in that showroom because of on time
       delivery,
    35%of the respondents purchased car because of service,
    40% of the respondents purchased car because of nearest showroom,
    15% of the respondents purchased car because of availability.

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

Frequencies
How do you rate the dealership facility in Bijjaragi motors?


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     CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS

                                Frequency   Percent   Valid Percent Cumulative
                                                                     Percent
   Valid           Highly          33        32.4          33.0       33.0
                 satisfied
                 satisfied         48        47.1         48.0              81.0
                dissatisfied        9         8.8          9.0              90.0
                   Highly           5         4.9          5.0              95.0
                 satisfied
                  average          5         4.9          5.0              100.0
                   Total          100       98.0         100.0
  Missing         System           2         2.0
   Total                          102       100.0


              How do you rate the dealership facility
                               in bijaragi motors?

    Missing

    average

    highly dissatisfied

    dissatisfied                                                 highly satisfied




    satisfied



Data analysis
From the above graph it has been observed that out of 50 respondents.
    34% of respondents are highly satisfied with dealership facility in Bijjaragi
       motors,
    47% of the respondents satisfied with dealership facility in Bijjaragi motors ,
    9% of the respondents dissatisfied with the dealership facility in Bijjaragi motors,
    5% of respondents are highly dissatisfied with dealership facility in Bijjaragi
       motors,
    5% of the respondents on an average.

Interpretation
Most of respondents are (47%) satisfied with the dealership facility in Bijjaragi motors
Bijapur.
Frequencies
How do you rate the fairness of your deal in Bijjaragi motors?
                        Frequency Percent           Valid   Cumulative
                                                   percent    Percent
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                                                                                     62
     CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS

   Valid           highly       46           45.1         46.0             46.0
                 satisfied
                 satisfied      29           28.4         29.0             75.0
                dissatisfied    16           15.7         16.0             91.0
                   highly        5            4.9          5.0             96.0
                dissatisfied
                 average         4            3.9          4.0            100.0
                   Total        100          98.0         100.0
  Missing         System         2            2.0
   Total                        102          100.0


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

    Missing
    average

    highly dissatisfied



    dissatisfied

                                                                 highly satisfied




    satisfied



Data analysis
From the above graph it has been observed that out of 50 respondents.
    46% of the respondents are highly satisfied with Fairness of deal in Bijjaragi
       motors,
    29% of the respondents satisfied with the fairness of deal in Bijjaragi motors,
    16% of the respondents dissatisfied with the fairness of deal in Bijjaragi motors.
    5% of the respondents highly dissatisfied,
    4% of respondents on an average.

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


                                 Frequency      Percent    Valid Percent            Cumulative Percent

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                                                                                              63
     CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS

 Valid    highly satisfied         67           65.7         67.0                67.0
         satisfied                24           23.5          24.0                91.0
         dissatisfied               4            3.9           4.0               95.0
         highly dissatisfied       3            2.9           3.0                98.0
         average                  2            2.0         2.0                   100.0
       C Total                   100         98.0         100.0
 Missing System                    2            2.0
 Total                           102         100.0


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

     average

     highly dis s atis fied

     dis s atis fied

     s atis fied




                                                                         highly s atis fied




Data analysis
From the above graph it has been observed that out of 50 respondents.
    67% of the respondents are highly satisfied with experience of the sales person in
       Bijjaragi motors.
    24% of the respondents satisfied,
    4%of the respondents dissatisfied,
    3% of the respondents highly dissatisfied,
    2%of the respondents on an average.

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

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



BABASAB PATIL

                                                                                      64
     CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS

                                                                      Cumulative
                                Frequency   Percent   Valid Percent    Percent
    Valid          Highly                                               38.0
                 satisfied         38        37.3         38.0
                 Satisfied         47        46.1         47.0           85.0
                Dissatisfied        9         8.8          9.0           94.0
                   highly
                dissatisfied       3          2.9         3.0             97.0
                 average           3          2.9         3.0            100.0
                   Total          100        98.0        100.0
   Missing        System           2          2.0
    Total                         102       100.0


        How do you rate the financial process in
                               bijaragi motors?
    Missing

    average
    highly dissatisfied

    dissatisfied

                                                           highly satisfied




    satisfied




Data analysis
From the above graph it has been observed that out of 50 respondents.
    38% respondents highly satisfied with the financial process in Bijjaragi motors,
    47% of the respondents satisfied,
    9%of the respondents dissatisfied,
    3% of the respondents highly dissatisfied,
    3% of the respondents on an average.

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


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


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     CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS

                                                                           Cumulative
                                   Frequency   Percent   Valid Percent      Percent
    Valid             highly
                    satisfied         44        43.1         44.0               44.0
                    satisfied         45        44.1         45.0               89.0
                   dissatisfied        7         6.9          7.0               96.0
                      highly
                   dissatisfied        2         2.0         2.0                98.0
                    average            2         2.0         2.0               100.0
                      Total           100       98.0        100.0
  Missing            System            2         2.0
   Total                              102      100.0



              How do you rate the purchase process
                                  in bijjaragi motors?

    Missing
    average

    highky dissatisfied

    dissatisfied



                                                                    highly satisfied




    satisfied




Data analysis
From the above graph it has been observed that out of 50 respondents.
    44% respondents highly satisfied with the purchase process in Bijjaragi motors,
    45% of the respondents satisfied,
    6%of the respondents dissatisfied,
    2%of the respondents highly dissatisfied,
    3% of the respondents on an average.

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


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

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     CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS

                                                                     Cumulative
                               Frequency   Percent   Valid Percent    Percent
    Valid          highly
                 satisfied        30       29.4         30.0            30.0
                 satisfied        60       58.8         60.0            90.0
                dissatisfied      10        9.8         10.0            100.0
                   Total         100       98.0         100.0
  Missing         System           2        2.0
   Total                         102       100.0




              How do you rate the delivery timing
                           in bijjaragi motors?

    Missing

    dissatisfied

                                                            highly satisfied




    satisfied




Data analysis
From the above graph it has been observed that out of 50 respondents.
    30% of respondents highly satisfied with the delivery timing in Bijjaragi motors.
    60% of the respondents satisfied with the delivery timing in Bijjaragi motors,
    10% of the respondents dissatisfied with the delivery timing in Bijjaragi motors,

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


Frequencies

Are you satisfied with overall performance of Bijjaragi motors?



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     CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS

                            Frequency   Percent     Valid      Cumulative
                                                   Percent      Percent
   Valid         highly
                satisfied      80        78.4       80.0           80.0
                satisfied      20        19.6       20.0           100.0
                 Total        100        98.0      100.0
  Missing       System         2          2.0
   Total                      102       100.0



       Are you satisfied with overall performance
                            of bijjaragi motors?
    Missing

    satisfied




                                                             highly satisfied



Data analysis
From the above graph it has been observed that out of 50 respondents.
    80% of the respondents highly satisfied with the over all performance of Bijjaragi
       motors,
    20% of the respondents satisfied with the overall performance of Bijjaragi motors.

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


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


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                 CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS

                                            Frequency      Percent   Valid Percent Cumulative
                                                                                    Percent
                Valid             Yes             85        83.3          85.0         85.0
                                  No              15        14.7          15.0        100.0
                                 Total            100       98.0          100.0
              Missing           System             2         2.0
               Total                              102       100.0




                            Do you recommend your friend & relative to purchase motor car in bi
                   100



                    80



                    60



                    40
Frequency




                    20



                        0
                                            yes                      no


                            Do you recommend your friend & relative to purchase motor car in bijjara

            Data analysis
            From the above graph it has been observed that out of 50 respondents.
                85 % of the respondents recommend their friend/relative to purchase motor car in
                   Bijjaragi motors.
                15% of the respondents do not recommend their friend and relative to purchase
                   motor car in Bijjaragi motors.

            Interpretation
            Most respondents (85%) recommend friend/ relative to purchase a motor car in Bijjaragi
            motors Bijapur.

                                                        FINDINGS



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   CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS

      From graph 1st it can be analyzed that 98% of the respondents have own TATA

       motor car, 2% of are not.

      From the graph 2nd it can be analyzed that 50% of the respondents using tata

       indica car, 10% of the respondents using tata indigo car, 20% of the respondents

       are using tata sumo, 20% of the respondents are using tata safari.

      From graph 3rd it can be analyzed that 30% of the respondents are using 0-2

       years, 30% of the respondents using 2-4 years, 20% of the respondents using 4-

       6 year, 20% of the respondents using more than 6 years.

      From graph 4th it can be analyzed that 70% of the respondents are purchased

       car in bijjaragi motors, 10% of the respondents are purchased car in manikbag,

       10% of the respondents are purchased car I bhagyodaya motors, 10% of the

       respondents purchased car in sterling motors.

      From graph 5th it can be analyzed that 10% of the respondents are purchased,

       because of on time delivery, 35% of the respondents are purchased, because of

       service, 40% of the respondents are purchased, because of nearest, 15% of the

       respondents are purchased, because of availability.




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   CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS

      From graph 6th it can be analyzed that 33% of the respondents are highly

       satisfied, 48% of the respondents are satisfied, 9% of the respondents are

       dissatisfied, 5% of the respondents are highly dissatisfied, 5% of the

       respondents are on an average.

      From graph 7th it can be analyzed that 46% of the respondents are highly

       satisfied, 29% of the respondents are satisfied, 16 % of the respondents are

       dissatisfied, 5% of the respondents are highly dissatisfied, 4% of the

       respondents are on an average.

      From graph 8th it can be analyzed that 67% of the respondents are highly

       satisfied, 24% of the respondents are satisfied, 4% of the respondents are

       dissatisfied, 3% of the respondents are highly dissatisfied, 2% of the

       respondents are on an average.

      From graph 9th it can be analyzed that 38% of the respondents are highly

       satisfied, 47% of the respondents are satisfied, 9% of the respondents are

       dissatisfied, 3% of the respondents are highly dissatisfied, 3% of the

       respondents are on an average.

      From graph 10th it can analyze that 44% of the respondents are highly satisfied,

       45% of the respondents are satisfied, 7% of the respondents are dissatisfied, 2%

       of the respondents are highly dissatisfied, 2% of the respondents are on an

       average.




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   CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS

      From the graph 11th it can be analyzed that 30 %of the respondents are highly

       satisfied, 60% of the respondents are satisfied, and 10% of the respondents are

       dissatisfied.

      From the 12th graph it can be analyzed that 80% of the respondents are highly

       satisfied, 20 % of the respondents are satisfied.

      . From the 13th graph it can be analyzed that 85 % of the respondents

       recommended their friends relatives to purchase a car in Bijjaragi motors, 15%

       of the respondents do not recommend their friend relative to purchase car in

       Bijjaragi motors.




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     CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS




                              SUGGESTIONS


                   According the research I suggest bijjargi motors that they need to
deliver the vehicles at promised time as well as in time for the first time purchase or by
the time of taking service after purchase by which it can attract more customer by referral
of satisfied customer of bijjargi motors


And I also suggest the bijjargi motors to increase basic facilities in the showroom.




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     CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS




                                 CONCLUSION

       To conclude, most of the respondents are very much satisfied with the service

provided by the bijjaragi motors. Looking into the long term perspective it is very best

sign for the company.

       By measuring respondent’s satisfaction level it will bring out positive benefit to

bijjaragi motors, sale person and customers. Respondent’s satisfaction boosts more sales

and faithful customer to the bijjaragi motors; it will also help to the bijjaragi motors to

introduce more and more promotional activities, good margin and better service.

       And also customer perception towards to bijjaragi motors is very much helpful in

the selling of products more with the help of store loyalty, as many of the customers are

loyal with the Bijjargi motors




                                 QUESTONNARIES

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     CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS



Dear sir/madam,

Name: _________________________________________

Occupation: ____________________________________

Mobile: ________________________________________

Address: _______________________________________

         ______________________________________

         ______________________________________


   1) Do you have own TATA Motors car?

          a) Yes               b) No

   2) Which motor car you have?

       a) Tata Indica            b) Tata Indigo

       c) Tata Sumo               d) Tata Safari


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

     a) 0-2             b)     2-4

     c) 4-6             d) more than 6




   4) Where did you purchase tata motor car?

      a) Bijjaragi Motors              b) Manikbag Motors

      c) Bhagyodaya motors               d) sterling motors

   5) Why did you purchase in that show room?

      a) On time delivery                b) Service

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    CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS


      c) Nearest                       d) Availability


  6) How do you rate the dealership facility in Bijjaragi motors?

     a) Highly satisfied              b) Satisfied

     c) Dissatisfied                  d) Highly dissatisfied

     e) Average


  7) How do you rate the fairness of your deal in Bijjaragi Motors?

      a) Highly satisfied              b) Satisfied

      c) Dissatisfied                  d) Highly dissatisfied

      e) Average

  8) How do you rate your experience of the sales person of Bijjaragi
     motors?

      a) Highly satisfied              b) Satisfied

      c) Dissatisfied                  d) Highly dissatisfied

      e) Average

  9) How do you rate the financial process in Bijjaragi motors?

      a) Highly satisfied              b) Satisfied

      c) Dissatisfied                 d) Highly dissatisfied

      e) Average

 10) How do you rate the purchase process in Bijjaragi motors?

      a) Highly satisfied             b) Satisfied

      c) Dissatisfied                 d) Highly dissatisfied

      e) Average


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     CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS

 11) How do you rate the delivery timing in Bijjaragi motors?

      a) Highly satisfied             b) Satisfied

      c) Dissatisfied                  d) Highly dissatisfied

      e) Average


12) Are you satisfied with overall performance of Bijjaragi motors?

     a) Highly satisfied              b) Satisfied

     c) Dissatisfied                   d) Highly dissatisfied

     e) Average



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

       a) If yes, Why___________________________________

       b) If no, Why____________________________________



14) Any suggestion _____________________________________

                       _____________________________________

                       _____________________________________

                       _____________________________________




BIBILIOGRAPHY

Reference Book:



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     CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS

Marketing Research by Parasuraman


Marketing Research by Tull and Hawkins


Website:


www.google.com


www.tatamotors.com




                     THANK YOU




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   CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS




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