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A

SUMMER TRAINING PROJECT REPORTON

CUSTOEMR SATISFACTION TOWARDS

TATA MOTORS

Submitted in partial fulfillment of the requirement

For the award of degree

Of

MASTER OF BUSINESS ADMINISTRATION

SESSION (2012-2013)

SUBMITTED TO: - SUBMITTED BY:-

Ms. Itisha Rohatgi Devendra Singh

Assistant Professor. MBA 3rd Semester

Roll No. 11021043

IFTM UNIVERSITY, MORADABAD

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ACKNOWLEDGEMENT

It is my pleasure to be indebted to various people, who directly or indirectly

contributed in the development of this work and who influenced my thinking, behavior,

and acts during the course of study.

I express my sincere gratitude to Mrs. Manjula jain (Director Deptt of

Management), for providing me an opportunity to undergo summer training at Tata

Motors securities.

I am thankful to Ms. Itisha Rohatgi (Project Guide). for his support,

cooperation, and motivation provided to me during the training for constant inspiration,

presence and blessings.

I also extend my sincere appreciation to Mr .PRASHANT KUMAR.who

provided his valuable suggestions and precious time in accomplishing my project report.

Lastly, I would like to thank the almighty and my parents for their moral

support and my friends with whom I shared my day-to-day experience and received lots

of suggestions that improved my quality of work.

(Devendra Singh)

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CERTIFICATE OF ORIGINALITY

I Mr. Devendra singh Roll No.11021043 a full time bonafide student offirst year of

Master of Business Administration (MBA) Programme of IFTM University,

Moradabad. I hereby certify that this project work carried out by me at TATA

MOTORS and the report submitted in partial fulfillment of the requirements of the

programme is an original work of mine under the guidance of the industry mentor

Mr.Prashant kumar and faculty mentor Ms. Itisha Rohatgi and is not based or

reproduced from any existing work of any other person or on any earlier work

undertaken at any other time or for any other purpose, and has not been submitted

anywhere else at any time.

( )

Date 3rdjuly 2012:

( )

Date:15th Agust 2012

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CERTIFICATE OF THE COMPANY

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EXECUTIVE SUMMARY

The project work is pursued as a part of MBA summer training at IFTM

University, Moradabad. It is undertaken as a traineeship at Tata Motors. The project

is done under expert supervision and guidance of Mr . Prashant Kumar (Center Sales

Manager, Tata Motors)

The Project is about the study of Customer satisfaction towards Tata Motors

The automotive industry is at the centre of Indias new global dynamics. Tata

Motors, having a Tata Motors product range covers all the range of four wheelers

As the project title Customer Satisfaction Survey Suggests that the project report is

all about the technical and the commercial aspect of the company. While doing

survey I realize that the things learnt from the books are quite different from the

actual practice in field.

The body of the project report takes a micro level approach, using each step of the

marketing research process. The main source of analyzing the data is through

questionnaires. A complete analysis has been done in research methodology part tofind the advantages and disadvantages of the company.

A complete Analysis of variance has been done to find the kind of satisfaction Tata

Motors provides to their Customers.

The best part of this project report is the analysis and interpretation of the various

services provided by Tata Motors. This part directly shows whether the customers are

satisfied with the products and services of Tata Motors and criticizes the ill part of

the company.

At the last part I wrap up the project with suggestion and recommendations to

enhance the future growth and prospects of the company.

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TABLE OF CONTENTS

Chapter No. Chapter Name Page No.

Acknowledgement....

(I.)

Certificate of Originality.(.II.)

Certificate from Company.(III.)

Executive Summary...(IV.)

Chapter 1 INTRODUCTION ... .1

Chapter 2 COMPANY

PROFILE..11

Chapter 3 OBJECTIVE OF STUDY: ..18

Chapter 4 SCOPE AND RATIONALE OF THE STUDY.....20

Chapter 5 REVIEW OF LITERATURE

22

Chapter 6 RESEARCH METHODOLOGY.25

Chapter 7 DATA ANALYSIS AND INTERPRETATION...

28

Chapter 8 RESULTS AND

FINDINGS....42

Chapter 9 DISCUSSIONS ...

..44

Chapter 10 CONCLUSION..47

Chapter 11 LIMITATIONS OF THE STUDY...49

Chapter 12 SUGGESTIONS AND RECOMMENDATIONS..

51

BIBLIOGRAPHY...53

ANNEXURE:

o ANNEXURE I QUESTIONNAIRE

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