Post on 06-Apr-2018
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A STUDY ON CUSTOMER
SATISFACTION ONTVS BRANDS WITH
REFERENCE TO T V & SONS
NAME : S.REMYA
REG NO: 8PGO67
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CUSTOMER SATISFACTION
Customer satisfaction may lead to brand loyalty,
every product of any kind of product should
attach utmost important to creating customer
satisfaction
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OBJECTIVES OF THE STUDY
To study about the customer satisfactionof TVS products
To analyze the buying behaviour of thecustomers
To analyze the factors influencing thebuying behaviour of the customers
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SCOPE OF THE STUDY
The project completely studies about the
products of the TVS Company and
customer services rendered by them
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LIMITATIONS OF THE STUDY
Limited time
Respondents opinion may be biased
Sample size is limited to 50
It is very difficult to measure the exact
level of satisfaction
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RESEARCH METHODOLOGY
Primary data has been collected throughthe questionnaire to 50 respondents
Secondary data has been collectedthrough the books and websites
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COMPANY PROFILE
TVS was established in 1911. The business activities include
dealership for automobile vehicles, distribution of spares, Productsfor special applications like construction & material handling. In its
desire to reach out to the customers directly, TVS & sons enteredinto the business of customer centric car services through its brandMyTVS.
MyTVS is an independent, multi brand and integratedafter-market car services business with core value of relationship
and trust. It provides car owners regular periodic maintenanceservices and complete car body repair facility through MyTVSallcar service and provide emergency services (24x7).
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TVS & SONS
GLOBAL BUSINESS:Business of sourcing precision qualityautomotive/industrial components & productsfrom India and other leading competitive
countries in Europe, UK & USA.GLOBAL SOURCING:
It offers a comprehensive menu likesupplies/supplier management, product/process
audits, warehousing solutions combining thecapabilities of TVS logistics services ltd
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VISION
To maintain cumulative growth in sales
To implement its focused and improved
value engineering program to reduce costs
To enhance quality
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TABLE SHOWING CLASSIFICATION
OF AGE
AGE RESPONDENT PERCENTAGE
15-24 26 52
25-35 16 32
35&ABOVE
8 16
INFERENCE:From the table we find that the respondentsbelonging to the age group of 15-24 is 52%.32% of the respondents belong to 25-35 agegroup and the remaining 16% of the
respondents come under 35 & above age
0
5
10
15
20
25
30
15-24 25-35 35&ABOVE
AGE OF THE RESPONDENTS
15-24
25-35
35&ABOVE
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TABLE SHOWING THE OCCUPATION OF
THE RESPONDENTS
OCCUPATION RESPONDENT PERCENTAGE
STUDENT 36 72
HOUSE WIFE 9 18
EMPLOYED 5 10
C H A R T SH O W I N G OC C U P A T I O N
STUDENT
HOUSE WIFE
EMPLOYEDINFERENCE:From the table we infer that 72% of therespondents are students, 18% of therespondents are house wives & 10% of therespondents are employed women
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TABLE SHOWING THE MOST USED
TWO WHEELER
TWO
WHEELER
RESPONDENT PERCENTAGE
SCOOTY PEP 25 50
STREAK 13 26
TEENZ 4 8
CHAMP 3 6
SCOOTY ES 5 10
INFERENCE:From the table we infer that 50% of therespondents use scooty pep.26% of therespondents use streak. 8% of therespondents use teenz, 6% of therespondents use champ & 10% of therespondents usescootyes.
CHART SHOWING THE MOST USED T WO-WHEELER BY THE
RESPONDENTS
50%
26%
8%
6%
10%
scooty pep
streak
teenz
champ
es
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TABLE SHOWING THE FACTORS
INFLUENCING THE BUYING BEHAVIOUR
FACTORS RESPONDENT PERCENTAGE
PRICE 8 16
STYLE 12 24
MILEAGE 15 30
MAINTANENCE
12 24
FUEL
EFFICIENCY
3 6
INFERENCE:
From the above table we infer that mileageconstitutes 30% , style and maintenance ofthe vehicle constitute 24% of therespondents. Price constitutes 16% andfuel efficiency constitutes 6%
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TABLE SHOWING THE SATISFACTION OF
AFTER SALES SERVICE
PARTICULARS RESPONDENT PERCENTAGE
HIGHLYSATISFIED
10 20
SATISFIED 20 40
CAN IMPROVE 20 40
INFERENCE:From the table we infer that 20% feelhighly satisfied, 40% of therespondents are satisfied with theservice and 40% of the respondentsfeel that after sales service should be
improved.
10
20 20
0
5
10
15
20
HIGHLY
SATISFIED
SATISFIED CAN
IMPROVE
AFTER SALES SERVICE
HIGHLY SATISFIED
SATISFIED
CAN IMPROVE
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TOOLS APPLIED:
I have used CHI SQUARE Test foranalyzing the findings of the study.
The result of the analysis shows There isno significant difference between the
factors influencing the buying pattern &quality of the product.
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FINDINGS
Most of the customer feel that the fuel efficiencyof the vehicles need to be improved
Most of the customer feel that the mileage of
the two wheelers is satisfactoryWe also find that TVS should improvise on the
advertising of the brand.We find that the intimation of the date of after
sales service is given to the customers.The customer face problem with storage space
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SUGGESTIONS
The TVS company has to concentrate on
mileage of the two wheelers which is only
35 cc. The brand has to improve the baggage
provisions
Proper after sales service & intimation of date
can help the company to retain their customer It can add some additional safety features like
hand bar lock etc
The TVS company has to concentrate more on
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CONCLUSION
The organization should concentrate onthe mileage & after sales service.
The company should take periodicaladvertising to retain its existing customersand to acquire new customers.
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THANK YOU