A project report on customer perception towards the post sale services provided by tvs auto ltd

“Customer Perception towards the Post-sale services
provided by Umarani TVS auto Agencies”

CONTENTS

SECTION DETAILS Page No
NUMBER

1 Executive Summary 6-10

2 Industrial Profile 11-22

3 Company Profile 23-37

Theoretical Background
4 38-44
Utility of the Project
5 50-57
Methodology Adopted
6 58-60
Findings and Conclusion
7 61-75
Recommendations
8 76-77
Limitation
9 78

10 Bibliography 79-84

KLES’s Institute of management studies and Research, Hubli
1

“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”

EXECUTIVE SUMMARY

The automobile industry in India is growing is at rapid rate of 42%.In general the Two
wheeler segment is growing at the rate of 26%.The global Manufacturers like Honda,
Yamaha and Suzuki have entered Indian market in collaboration with some Indian
companies. The motor cycle segment has become the core of two wheeler market with
new launches like TVS Flame, Hero Honda Hunk, Honda Shine,Bajaj Pulsar, Apache
RTR 160,Tvs Scooty Pep, Honda Pleasure, CBZ Extreme and so on and there are
many still to come. This shows the potential of Indian Two wheeler market and low
cost of production will make India a major Auto manufacturing hub. As the launch of
various models increase there is an increase need for servicing of this Vehicle

TVS is unique from all other two wheeler company in the country because it is
without any foreign collaboration. The company was established by T.V Sundaram
Iyengar in the year 1911 and was primarily into the production of mopeds. TVS
Motor Company Limited, the flagship company of the USD 2.2 billion TVS Group, is
the third largest two-wheeler manufacturer in India and among the top ten in the
world, with an annual turnover of over USD 650 million. The company has many first
to its credit like the introduction of the first indigenous moped and a 100 cc
motorcycle in collaboration with Japanese auto giant Suzuki.

When the collaboration ended in 2003, many thought that the company would die a
natural death due to the exit of the foreign collaborator. However the company proved
its detractors wrong by introducing the TVS Victor and rest as they say is history.
It is the third largest two wheeler manufacturer in India and has reached tenth
position among the world listing. Its dealer and customer network is widely spreaded
in India which includes over 500 dealers.
This company has been honored with The Deming Prize' for Total Quality
Management (TQM) with the hallmark of Japanese Quality.
TVS Apache- Bike of the Year 2006 by Business Standard Motoring. International
certifications like QS 9000, ISO 9000 and TS 16949.

The Project titled “ Customer Perception Towards the Post-Sale Service Provided by
Umarani TVS Auto Agencies, Hubli.” Is an attempt to check the is to check the

Babasabpatilfreepptmba.com Page 2


satisfaction level of TVS customer regarding the post –sales service provided by
Umarani TVS Agency. The main aim of this project was to find the level of
satisfaction of the customers regarding the post-sales service & customer preferred
areas of improvement for Umarani TVS Auto Agency.

Area of study was limited to Hubli City. The methodology has been adopted to
Questionnaire methods with personal interviews and the results collimated according
to the nature of questions asked.

I have used both open-ended and close-ended questions in the questionnaire. With
given restricted sample size of the customers in the given area all efforts have made to
make sure that data is collected and analyzed.

I believe that the conclusions that I have drawn are based on the data I have collected
and interpretations I have made are based on the customers feed back.
Title of the Project:

“ Customer Perception towards the Post-sale services provided by
Umarani TVS auto Agencies”

Objective:

To know customer perception towards the post-sale service provided by
Umarani TVS auto agencies”

Sub objectives:
1) To study various attributes customers prefer in a two-wheeler service.

2) To analyze the extent of the customer satisfaction for a two wheeler
Service

3) To find out difference in perception of customers towards authorized
Service provider Vs unauthorized service providers in Hubli city.

4) To study the mindset of customers towards authorized services
Offered by Umarani TVS.

INDUSTRY PROFILE



History of Two Wheeler Industry

India is the second largest manufacturer and producer of two wheelers in the world. It
stands next only to Japan and China in terms of the number of two wheelers
produced and domestic sales respectively. The distinction was achieved due to
variety of reasons like respective policy followed by Government of India
towards the passenger car industry, rising demand for personal transport,
inefficiency in the public transportation system etc. Invention of Two-Wheelers

History can't be stored or categorized in a water tight compartment; neither can some
things be definitely told or strictly defined. In this section a general history of
two-wheelers is being traced without trying to venture into strict classification
and differentiation. Around 1840 a Scotsman named Kirpatrick Macmillan
came up with an idea of a pedal driven bicycle, Macmillan a blacksmith by
profession got the idea when he was asked to repair a hobby horse. The first
bicycle which its inventor called velocipede slowly started catching the fancy of
the people, as inquisitive minds started thinking of faster ways of getting around
the town.

Ind 1868 in France MIchaux-Perraux attached a small steam engine to a bicycle thus
adding a little more steam to the development. Around the same time across the
Atlantic a similar steam propelled machine was demonstrated by built by
Sylvester Howard Roper of Roxbury, Massachusetts.

However the invention of the first motorcycle was done by the German inventors
ottlieb Daimler and Wilhelm Maybach in 1885. The first petroleum-powered
vehicle, it was essentially a motorized bicycle, although the inventors called
their invention the Reitwagen ('riding car'). This engine was prepared more for
experimentation rather than for commercial purposes.

However as early as 1894 a motorcycle was available for commercial purposes. The
bike named Hildebrand and Wolfmuller was manufactured in a small scale few
hundreds to be precise. These two wheelers died a natural death due to high cost
and technical difficulties.



Slowly the motorcycles were improved upon and soon they become faster, reliable
and more fuel efficient. For a separate history on the development of scooters
check out origin of scooters

The History of Indian two Wheeler Industry

In 1955, the Indian government needed sturdy and reliable motorcycles for its Army
and police to patrol the rugged border highways. The first batch of 350cc Bullet
from the Royal Enfield Company of UK were received and assembled at
Chennai.

Bajaj Auto began trading in imported Vespa scooters and three wheelers. Finally in
1960, it set up a shop to manufacture then in collaboration with Piaggio of Italy. The
agreement expired in 1971.

In the initial stages, the scooter segment was dominated by API,it was later overtaken
by Bajaj Auto. Although various government and private enterprise entered the fray
for scooters, the only new player that has lasted till today is LML.

Under the regulated regime, foreign companies were not allowed to operate in India.
It was a complete seller market with the waiting period for getting a scooter from
Bajaj Auto being as high as 12 years

The motorcycles segment was no different, with only three manufactures viz Enfield,
Ideal Jawa and Escorts .While Enfield bullet was a four stroke bike,Jawa and the
Rajdoot were two stroke bikes. The motorcycle segment was initially dominated by
Enfield 350 cc bikes and Escorts 175 cc bike.

The two wheeler market was opened to foreign competion in the mid -80s.And then
the market leaders Escorts and Enfield were caught unaware by the onslaught of the
100 cc bikes of the four Indo –Japanese joint ventures.
With the availability of fuel –efficient low power bike, demand swelled, resulting in
Hero Honda then only producer for four stroke bikes (100 cc category ),gaining top
slot.



The first Japanese motorcycles were introduced in the early eighties. TVS Suzuki and
Hero Honda brought in the first two stroke and four stroke engine motorcycles
respectively. These two players initially started with assembly of CKD kits, and later
on progressed to indigenous manufacturing. In the 90s the major growth of
motorcycles segment was brought in Japanese motorcycles, which grew at a rate of
nearly 25% in the last five years.

The industry had a smooth ride in the 50s,60s and 70s when the government
prohibited new entries and strictly controlled capacity expansion. The industry saw a
sudden growth in the 80s. The industry witnessed a steady growth of 14% leading to
peak volume of 1.9mn vehicles in 1990.

The entry of Kinetic Honda in mid –eighties with a variometric scooter helped in
providing ease of use to the scooter owners. This helped in inducing youngsters and
working women towards buying scooters, who were earlier inclined towards moped
purchase. In the 90s ,this trend was reversed with the introduction of Scooterette. In
the line with this, the scooter segment has constiently lost its part of the market share
in the two wheeler market.

In 1990s, the entire automobile industry saw a drastic fall in demand. This resulted in
a decline of 15% in 1991 and 8% in 1992,resulting in a production loss of 0.4 mn
vehicles. Barring loss due to increase rise in fuel prices, high input cost and reduced
purchasing power due to significant rise in general price level and credit crunch in
consumer financing .factors like increased production in 1992,due to new entrants
coupled with the recession in the industry resulted in companies either reporting
losses or fall in profits.

Segmental Classification and Characteristics
The three main products segments in the two wheeler category are scooters,
motorcycles and mopeds. However, in response to evolving demographics and
various others factors, other sub segment emerged, viz.scootrretess, gearless scooters,
and 4 stroke scooters .While the first two emerged as a response to demographics



changes, the introduction of 4 stroke scooters has followed the imposition of stringent
pollution

Scooter Motorcycle Moped

Price*(Rs. A > 22,000 > 30,000 > 12,000

Stroke 2-stroke, 4-stroke Mainly 4-stroke 2-stroke

Engine Capacity (cc) 90-150 100, 125, > 125 50, 60

Ignition Kick/Electronic Kick/Electronic Kick/Electronic

Engine Power (bhp) 6.5-9 7-8 and above 2-3

Weight (kg) 90-100 > 100 60-70

Fuel Efficiency (kms per litre) 50-75 50-80+ 70-80

Load Carrying High Highest Low

The growth of production in Automobile industry in 000s



Category 2000 2001 2002 2003 2004 2005 2006-
-01 -02 -03 -04 -05 -06 07
Passenger
513 564 609 842 961 1,046 594
cars
Multi-utility
128 106 112 146 249 263 144
vehicles
Commercial
157 163 204 275 350 391 237
vehicles
Two
3,759 4,271 5,076 5,625 6,527 7,600 4,155
wheelers
Three
203 213 277 341 374 434 264
wheelers
Total 4,760 5,317 6,278 7,229 8,461 9,734 5,394
Growth in
10.47 11.70 18.60 15.12 16.80 14.97 18.04
percentage

Table 7.5 : Automobile export
(Numbers in 000)



Category
(till Sept’06) 2000-01 2001-02 2002-03 2003-04 2004-05 2005-06 2006-07

Passengercars 23 50 71 126 161 170 98

Multi-utility vehicles 4 3 1 3 6 5 3
Commercial vehicles 14 12 12 17 30 41 23

Two wheelers 111 104 180 265 367 513 332
Three wheelers 16 15 43 68 67 77 62

Total 168 185 307 479 620 806 519
Growth in per cent 20.24 9.74 65.35 55.98 31.25 28.03 27.43

Source: Ministry of Heavy Industries & Public Enterprises (Department of Heavy
Industries

TWO WHEELER Manufactures

• The Major Two wheeler Manufactures of India are
• TVS Motors Company LTD ( TVS )
• Honda Motors Ltd ( HHML )
• Bajaj Auto Ltd ( Bajaj Auto )
• Yamaha Motors India Ltd ( Yamaha )
• Honda Motorcycles & Scooter India ( P ) Ltd ( HMSI )
• Royal Enfield Ltd ( REL )
• Kinetic Motor Company Ltd ( KMCL )
The Indian two wheeler industry is highly dominated by three players TVS Motors
Company ( TVS ) ,HERO HONDA Motors Ltd ( HHML ) and Bajaj Auto Ltd (Bajaj
Auto ) accounting for over 80 % of sales in 2007.

Technology

Hitherto, technology transfer to the Indian two-wheeler industry took place mainly
through: licensing and technical collaboration (as in the case of Bajaj Auto and LML);
and joint ventures (HHML). .



A third form - that is, the 100% owned subsidiary route - found favour in the early
2000s. A case in point is HMSI, a 100% subsidiary of Honda, Japan. Table 2 details
the alliances of some major two-wheeler manufacturers in India.

Besides the below mentioned technology alliances, Suzuki Motor Corporation has
also followed the strategy of joint ventures (SMC reportedly acquired equity stake in
Integra Overseas Limited for manufacturing and marketing Suzuki motorcycles in
India).

Table 2
Technological tie-ups of Select Players

Nature of Alliance Company Product

Bajaj Auto Technological tie-up Kawasaki Heavy Industries Ltd, Japan Motorcycles

Technological tie-up Tokya R&D Co Ltd, Japan Two-wheelers

Technological tie-up Kubota Corp, Japan Diesel Engines

HHML Joint Venture Honda Motor Co, Japan Motorcycles

KEL Technological tie-up Hyosung Motors & Machinery Inc Motorcycles

KEL Tie up for manufacturing Italjet, Italy Scooters
and distribution

LML Technological tie-up Daelim Motor Co Ltd Motorcycles

Hero Motors Technological tie-up Aprilia of Italy Scooters

With the two-wheeler market, especially the motorcycle market, becoming extremely
competitive and the life cycle of products getting shorter, the ability to offer new
models to meet fast changing customer preferences has become imperative. In this
context, the ability to deliver newer products calls for sound technological backing
and this has become one of the critical differentiating factor among companies in the
domestic market. Thus, the players have increased their focus on research and
development with some having indigenously developed new models as well as
improved technologies to cater to the domestic market. Further, with exports being



one of the thrust areas for some Indian two-wheeler companies, the Indian original
equipment manufacturers (OEMs) have realised the need to upgrade their technical
capabilities. These relate to three main areas: fuel economy, environmental
compliance, and performance. In India, because of the cost-sensitive nature of the
market, fuel efficiency had been an interest area for manufacturers.

It is not only that the OEMs are increasing their focus on in-house R&D, they also
provide support to the vendors to upgrade the technology and also assist them striking
technological alliances.

MAJOR COMPETITATORS AND THEIR PRODUCTS

Hero Honda Motors
In 1984, Hero Honda started as a Hero Cycles Of India and Honda Motors Company Limited
of Japan. Hero Honda has the unique distinction of being awarded the Bike maker of the Year
award for 3 consecutive years by Overdrive magazine .

Hero Honda is the clear market winner in the two-wheeler segment and boasts of more than 5
million customers. Located at Dharuhera and Gurgaon in Haryana, Hero Honda Motors
Limited has over 1500 sales outlets all over India.

HERO HONDA MOTORCYCLES
MODEL CAPACITY
Hero Honda Achiever 149.1 CC

Hero Honda CBZ 156 CC

Hero Honda CD Dawn 97.2 CC

Hero Honda CD Deluxe 97.2 CC

Hero Honda CD 100 97.2 CC

Hero Honda CD 100 SS 97.2 CC

Hero Honda Glamour
124.7CC
• Glamour
124.8 CC

• Glamour - FI
Hero Honda Karizma 223 CC

Hero Honda Passion Plus 97.2 CC

Hero Honda Sleek 97.2 CC



Hero Honda Splendor 97.2CC

Splendor +
124.7 CC
Super Splendor

Suzuki Motor Corporation

Suzuki Motor Corporation has a wholly owned subsidiary in India-Suzuki Motorcycle
India Private Limited. The Indian subsidiary employs about 650 people including the
contract workers. Suzuki Motorcycle is a manufacturer of two-wheelers and has
manufacturing facility at Gurgaon, Haryana. The company started its manufacturing
operations in February, 2006.

SUZUKI MOTORCYCLES
MODEL CAPACITY
Suzuki Heat 125 CC

Suzuki Zeus 125 CC



Kinetic Motor Company Ltd.
Kinetic Motor Company Limited was incorporated in 1984 as a joint venture with
Honda Motor, Japan and is a part of the Kinetic group of companies. The company
has a state of the art manufacturing facility at Pithampur, near Indore, Madhya
Pradesh and has a strong network of over 400 dealers and authorized service centers.
Kinetic Motor is ISO 9001 certified from DNV for all models and activities. USA,
Canada, Latin America, Europe, Africa, Middle East and South Asia are the main
export markets for the Kinetic Motor automobiles.

KINETIC MOTORCYCLES
MODEL CAPACITY
Kinetic Aquila 249 CC
Kinetic Boss 97.2 CC
• Boss

• Boss 115
Kinetic Challenger 97.2 CC
Kinetic Comet 250 CC
Kinetic GF
• GF Laser 166 CC
• GF 170 166 CC
125 CC
• GF 125
Kinetic Stryker 97.2 CC
Kinetic Velocity 115 CC

Bajaj Auto Ltd.

Bajaj Auto Limited is one of the pioneering companies in the two wheeler industry.
Bajaj Auto has a vast network of about 1500 service centers and 500 dealers all over



India. It has 3 manufacturing plants located at Akurdi, Waluj and Chakan in
Maharashtra. The company's technology partner is Kawasaki Heavy Industries, Japan.
The company exports to ASEAN region, South America and Africa.

BAJAJ MOTORCYCLES
MODEL CAPACITY
Bajaj Avenger 180 CC

Bajaj CT 100 99.27 CC

Bajaj Discover
• Bajaj Discover 111.63 CC
124.52 CC

• Bajaj Discover DTSi
Bajaj Kawasaki Caliber 111.6 CC

Bajaj Kawasaki Boxer 111.6 CC

Bajaj KB 125 123 CC

Bajaj 4S Champion 99.35 CC

Bajaj Platina 99.27 CC

Bajaj Pulsar DTSi
• Pulsar 180 DTS-i UG 180 CC
150 CC

• Pulsar 150 DTS-i UG
Bajaj Wind 125 124.6 CC

TVS - "Inspiration in Motion"



TV Sundram Iyengar, 1877 – 1955 was the founder of TVS Group.
TVS Motors: In 1980 TVS 50, India's first two-seater moped rolled out of the factory
at Hosur in Tamil Nadu, Southern India. A byword for reliability, the TVS 50 had
proved itself promising and successful in every test and paved a way for many
successes for TVS Suzuki. Likewise the TVS champ and super Champ gave a reliable
and sturdy two wheeler to public, who wanted looks fused with economy. These two
wheelers together redefined the category of mopeds in India. TVS later left its
collaboration with Suzuki and started to manufacture its own vehicles.

COMPANY FLASHBACK

TVS Motor Company Limited is the flagship company of TVS Group, the USD 2.2
billion group. The Group is the third largest two-wheeler manufacturer in India and
globally among the top ten, with an annual turnover of over USD 650 million.

Currently, the group has more than 30 companies and employs over 40,000 people
worldwide. With steady growth, expansion and diversification, it commands a strong
presence in the manufacturing of two-wheelers, auto components and computer
peripherals. They also have vibrant businesses in the distribution of heavy commercial
vehicles (HCV) passenger cars, finance and insurance.
1980 is the red letter year for TVS when India's first two-seater moped rolled out. It
ushered in an era of affordable personal transportation.
Quick Facts

Founder T V Sundaram Iyengar
Country India
Year of Establishment August 1980 (TVS Group in 1911)
Industry Manufacturing of two-wheelers and auto components
Business Group TVS Group
Listings & its codes NSE
TVS -Suzuki Ltd: TVSSUZUKI
TVS Motor Company Limited: TVSMOTOR
TVS Motor Company Limited: TVS-SUZUKI
BSE



TVS Motor Company Ltd.: 532343
Head Office TVS Motor Company
Jayalakshmi Estates V Floor
8, Haddows Road, Chennai - 600006
Tel.: +(91)-(44)-28272233
Fax: +(91)-(44)-28257121
Factory Post Box No. 4
Harita, Hosur - 635 109
Tel.: +(91)-(4344)-276780
Fax: +(91)-(4344)-276878

Post Box No.1
Byathahalli Village, Kadakola Post
Mysore - 571 311
Tel.: +(91)-(821)-2596561
Fax: +(91)-(821)-2596550/ 2596553
Website http://www.tvsmotor.in/

BOARD OF DIRECTOR OF TVS

Venu Srinivasan

Chairman & Managing Director
Gopal Srinivasan r r

Director
T.K.Balaji
Director
T. Kannan
Director



N. Ganga Ram
Director
C.R.Dua
Director
H. Lakshmanan
Director
T. R. Prasad
Director
K.S.Bajpai
Director
K.N. Radhakrishnan
Director
S. G. Murali
Sr.Vice President - Finance
T.S.Rajagopalan
Secretary

Globally, TVS Motor Company is the first two-wheeler manufacturer to be honored
with the hallmark of Japanese Quality - The Deming Prize for Total Quality
Management. TVS Motor Company is part of Sundaram Clayton group in TVS group
of companies. TVS Motor Company is the main flag ship company of Sundaram
Clayton group.

In 1979 Sundaram-Clayton Limited (SCL) started Moped Division at Hosur to
manufacture TVS 50 mopeds, indigenously designed and developed.

In 1982 SCL established Joint Venture with Suzuki Motor Corporation.



In 1994 the company entered the market segment of scooters with introduction of
Scooty 2S, which was totally an indigenous design.

In 2000 the first 4 stroke motorcycle was launched called Fiero.

To become independent & increase profitability the R&D activities were focused &
after parting away with Suzuki in 2001 TVS motor company was formed. The first
indigenous product “ Victor” was launched which was very popular.

This success triggered introduction of new models every year. TVS Motor the
launched variants of Victor, Fiero & new products like Centra & star.

Overall TVS Motors established the presence in each segment of two wheelers:
Mopeds, Motorcycles and scooters. .

TVS Group Companies are:

Sundaram Brake Linings

Sundaram Fastners

Southern Roadways

Sundaram Finance

TVS Group



The TVS Group is India's leading supplier of automotive components and one of the
country's most respected business conglomerates.

Originating as a transport company in 1911, it now comprises over 29 companies that
operate in diverse fields like automotive component manufacturing, automotive
dealerships and electronics.

Underlying the success of the group is an ethos of commitment to the values of
Quality, Service and Reliability. Continuous innovation and close customer
interaction have enabled the Group to consolidate its position at the leading edge of
the automotive industry.

Axles India Limited Company Profile

Axles India was promoted by Sundaram Finance, Wheels India and Eaton corporation
for the manufacture of axles for medium and heavy duty commercial vehicles in
India. Production of pressed axle housings commenced in 1983. In the latest
production year, axle housings coming out of Axles India's two world class
production units exceeded 80,000 nos.

Products and Services

Besides drive axle housings, Axles India has in its range, capability for Trailer axle
beams and hub reduction axle housings. Drive heads for medium and heavy duty
commercial vehicles are being developed now.

Brakes India

Brakes India was incorporated in 1962 as a joint venture between TV Sundram
Iyengar and Sons Ltd. and Lucas Industries Plc., UK, (currently TRW) to manufacture
braking equipment for automotive and non-automotive applications. The company's



manufacturing plants are located at Chennai, Sholinghur and Polambakkam in Tamil
Nadu, Nanjangud in Karnataka and Gurgaon in Haryana. Brakes India caters to over
60% of the domestic OEM market, besides exporting its products to over 35 countries
worldwide. Its Brake Divisions at Padi , Chennai, Sholinghur, Polambakkam and
Gurgaon are QS 9000 certified and the Foundry Division is ISO 9002 certified. The
Company's Foundry Division manufactures permanent mould dye-castings, Grey Iron
and SG castings using the Disamatic process.

Sundaram Polymers Division manufactures Engineering Plastic compounds for
various applications.


Foundation brake equipment comprising Brake Assemblies, Calipers, Rotors, Tandem
Master Cylinders, Boosters, Wheel Cylinders, Valves and other installation parts,
Heavy Duty Brakes and clutch fluid to Dot.3 and Dot.4 specification, Permanent
mould ferrous dye-castings, Grey Iron, SG castings & Engineering Plastic
compounds.

TVS Finance Limited

Incorporated on 9th February 1998, TVS Finance LTD (TVS F&S) is a finance
company under the TVS Group. With a share capital of Rs.130 million, TVS F&S is
in the business of retail finance, hire purchase, leasing and bill discounting. TVS F &
S stock on hire and leased assets as on 31st March 1999, stood at Rs.6999 million and
Rs.646 million Respectively.



The fund base of TVS F&S, mobiles from retail clients, by way of deposits/secured
non-convertible bonds was at Rs.1415.6 million as on 31st March 1999. The net
worth of the company on the same date was Rs.289 million, funds deployed were
Rs.2538.5 million

.

TVS F & S's core business includes both corporate and retail finance. The products
offered to the corporate sector include leasing and hire purchase of equipment and
discounting of bills. Retail financing is focused on financing products comprising
TVS Suzuki two wheelers, consumer durables and other IT products. Over the years,
F & S has built up a customer base of more than 50,000 households.

The company renders prompt customer service with the help of its computerized
back-office operations supported by state-of-the-art computer hardware and software.

Lakshmi Auto Components Limited

Company Profile

The company is a subsidiary of TVS-Suzuki, manufacturing gears, crankshafts and
connecting rods for TVS-Suzuki motorbikes and mopeds. Specialized components for
the Fuel injection equipment project of Lucas-TVS are also made by LAC. With its
state-of-the-art manufacturing facilities and heat treatment equipment, LAC is one of
India's leading precision machining units.

Its division, Harita Rubber Products, manufactures rubber moulded components and
air brake hoses for the automotive industry with installed capacity of 750 tpa.

Another division, Sundram Plastics, manufactures plastic injection moulded
components for two wheelers & home appliances.



Sundaram Textiles Limited

Company Profile

Sundaram Textiles was formed in 1960 to manufacture 100% cotton and synthetic
yarn. It has two units: one at Nanguneri in Tirunelveli District and another at
Therkutheru in Madurai. The unit has 47000 spindles and 720 rotors. Currently the
company exports 50% of its production to several countries in Europe, Middle East,
Far East and South Asia.


Quality carded and combed cotton/blended yarn in hanks and cones, in counts of 16s
to 120s, in single and double yarn. TFO, knitting, weaving yarn, gassed, singed,
mercerized, Bleached yarn on cones and hanks. Open end yarn in cheese and hanks in
counts 6s to 20s.

Transenergy Limited

Company Profile

Transenergy Limited is promoted by Sundaram Finance and associate companies. It
was incorporated in 1981 in technical collaboration with Deltec Fuel System BV,
Holland, internationally renowned manufacturers of Fuel Charging Systems for
Internal Combustion Engines using Gaseous Fuels such as LPG (Liquefied Petroleum
Gas) and CNG (Compressed Natural Gas). The factory and R&D Unit are located at
Chennai.



Over 6000 cars have been retrofitted with CNG kits in the cities of Delhi, Mumbai,
Surat, Ankleshwar and Baroda with a market share in excess of 50% in the country.


CNG Conversion kits suitable for Premier Padmini, Ambassador, Contessa, Maruti
800, Omni, Esteem, Gypsy and Zen.

Turbo Energy Limited

Company Profile

Turbo Energy Limited was incorporated in 1982 in technical and financial
collaboration with Aktiengesellschaft Kuhnle, Kopp & Kausch (KKK), Germany
(presently 3K Warner Turbo systems), internationally renowned manufacturers of
Turbochargers.

The manufacturing plant is located at Pulivalam, Vellore District, Tamil Nadu, and
the R&D centre at Padi, Chennai. The company's service centres are located at
Chennai, Calcutta and Delhi. TEL Turbochargers are fitted as Original Equipment for
Ashok Leyland, Simpson, TELCO, BEML and KOEL engines for industrial and
automotive applications.


The latest K series Turbochargers for automotive and non-automotive applications.

TVS Cherry Limited

Company Profile

The company was formed in 1994 as a joint venture between TVS and Cherry Electric
Corporation, USA. Manufacturing started in 1994




Manufacturers of precision miniature, sub-miniature, selector switches and hall effect
sensors for the appliances industry, office automation and applications.Keyswitches
and advanced performance/special purpose keyboards for the Line of IT industry.

TVS Interconnect Systems Limited

Company Profile

TVS Interconnect Systems Limited was incorporated in the year 1999. The company
has its manufacturing facility located at Madurai. The Business Development and
Marketing Functions are head quartered at Bangalore. The regional marketing offices
are located at Bangalore, Hyderabad, Mumbai and Delhi


Manufacture and assembly of Electronic connectors, Rf Coax Product, Cable
Assemblies, Fiber Optic Products and accessories.

TVS Lanka Pvt Ltd.

Company Profile

A JV established in 1995 by T V Sundram Iyengar & Sons Limited, Asia Match
Company Limited, Ashok Leyland Holdings Limited, Ashok Leyland Investments
Limited from India with Worldwide Enterprises Pvt. Ltd of Sri Lanka. The
commercial operations were commenced from 1997 and the Company has established
a vast network of over 60 dealers across the length & breadth of the Country. Initially



the focus was on distribution of genuine replacement parts for Ashok Leyland and
Tata commercial vehicles from Quality auto component manufacturers from India,

JV is now looking at expanding the scope of distribution to cover distribution of spare
parts for Japanese vehicles also. The core strength of the company is its large supplier
base from India and vast network of dealers


Distribution of Ashok Leyland commercial vehicles, spare parts for Ashok Leyland,
Tata vehicles and Tractors. These are sourced from more than 30 leading, Indian,

ancillary component manufacturers. Most of these suppliers are ISO accredited
companies with strong R&D facilities for meeting global standards

TVS - Motor Company Limited

Company Profile

TVS Motor Company Limited is one of the largest two-wheeler manufacturers and
also among the fastest growing companies in the country. It is the largest
manufacturer of sub 100cc (50cc, 60cc & 70cc category) 2-wheelers in the world.

It has the unique distinction of having sold nearly 4 million mopeds the highest ever
in India. It exports its range of products to 17 countries worldwide. Its unrelenting
pursuit of customer satisfaction in all aspects of manufacturing of 2-wheelers is
reflected in over 6 million satisfied owners of mopeds, motorcycles and scooters. Its
4000 highly motivated employees manufacture high quality vehicles from two
manufacturing plants in Hosur and Mysore, with a wide dealer network of around 410
& 1200 service outlets.


Motorcycles, Mopeds, Scooterettes and Scooters.



TVS R&M Limited

Company Profile

The company was formed in 1995 as a joint venture between the TVS Group and
Reichle De Massari, Switzerland. Manufacturing started in 1997.


Manufacturers of main distribution frames and accessories, cross connection cabinets,
distribution point boxes, drop wire modules and fiber distribution frames for public
and private telecom networks.

TVS Sewing Needles Limited

Company Profile

TVS Sewing Needles was established in 1962 as a joint venture with The Singer Co.,
USA. Production commenced in 1964. The initial range included two types of needles
manufactured with milled groove technology.

Today, the licensed production capacity is 100 million needles of 45 different types,
manufactured with die-press, eye rounding technology. Needles are also exported to

United Kingdom and Japan. The company has 140 employees.


Household needles in six sizes, industrial needles (of 20 different types) for garment,
hosiery, shoe, leather, canvas and jute stitching industries.

TVS Srichakra’s Limited

Company Profile

Incorporated in 1982, TVS Srichakra’s has emerged as a leader in tyres and tubes for
two wheelers. Accredited with ISO 9001 certification, TVS Srichakra’s, with the



brand TVS Tyres, manufactures the complete range of tyres and tubes for mopeds,
motorcycles, scooters and three wheelers. It is the largest single supplier to two
wheeler manufacturers in India. Supported by a wide network of dealers all over the
country, TVS Srichakra’s enjoys an excellent reputation in the Indian market. The
company has also developed a range of industrial pneumatic tyres, farm tyres, mining
tyres and implement tyres for export.

TVS Srichakra's networking division distributes structured cabling products from
Reichle De Massari of Switzerland


Tyre Division

Tyres and tubes for two and three wheelers, industrial pneumatic tyres, farm and
implement tyres, mining tyres and antique tyres. Phenolic and rubber moulded
products.
Networking Division

Distributor of structured cabling products. Structured cabling solutions in copper and
fibre for data, voice & video applications. Consultancy for active components: Hubs,
Switches, Routers and Wan connectivity. Turnkey solutions for LAN and WAN
infrastructure.
TV Sundram Iyengar & Sons Limited

TVS & Sons Ltd., established in 1911, is the parent and holding company of the TVS
Group. TVS & Sons Ltd. is the largest automobile distribution company in India with
a turnover exceeding US$ 450 million (over RS 15000 million). It employs over 5000
persons. The company operates through three divisions; TVS & Sons, Sundaram
Motors and Madras Auto Service.


TVS & Sons distributes Heavy Duty Commercial Vehicles, Jeeps and Cars. It
represents various leading manufacturers like Ashok Leyland, Mahindra and
Mahindra Ltd., Fiat and Honda. The company has more than 100 outlets and is also



the largest distributor of spare parts in India, handling more than 70 suppliers and
25000 part lines

TVS & Sons has grown to become a leading logistics solution provider and has setup
state-of-the-art warehouses across the country. The Logistics Division has tied up
with leading logistics consultants across the globe and provides logistics support to
almost all the leading automobile manufacturers in India. TVS & Sons has recently
diversified into distributing Garage Equipment ranging from paint booths to engine
analyzers and industrial equipment products. The strength of the company is the after-
sales-service it provides.

TVS Automotive Europe Ltd.

Company Profile

Erstwhile known as Unipart TVS Limited, the JV established in 1997 has been
renamed as TVS Automotive Europe Limited to reflect the changes made in the
shareholding structure. The company is promoted by T V Sundram Iyengar & Sons
Limited from India with JBE Ltd in UK and is primarily engaged in distribution of
automotive components and other engineering products sourced primarily from India.
The company covers United Kingdom and Western European Countries and is a
single contact point for potential buyers who want to source a range of components
from different manufacturing companies in India. Turnover for the year 2000 exceed
1 Million GBP. The company has plans to expand the scope of sourcing to
neighboring Asian countries also in the near future

.Products and Services

Distribution of automotive components and other engineering products sourced
primarily from India.

Wheels India Limited


Company Profile

Wheels India was set up as a joint venture between TVS and Dunlop, UK in 1960.
The company supplies wheels as Original Equipment to all major vehicle
manufacturers in the country. Wheels India is entering into collaboration with Titan,
the world leader in off-highway vehicle wheels relating to earthmoving, construction
and agricultural equipment. Manufacturing Plants are located at Chennai, Tamil
Nadu, Rampur, UP and Ranjangaon, Maharashtra. Wheels India has a workforce of
1200.


Wheels for commercial vehicles, cars, jeeps, tractors, construction equipment / earth
mover and defence vehicles, wire wheels for export and air suspension systems for
commercial vehicles

TVS offers a wide range of two-wheelers

Uncompromising Quality, Technology

TVS Motor Company’s R&D division has an imposing pool of talent and one of the
most contemporary labs, capable of developing innovative designs.
Committed to achieving total customer satisfaction through Total Quality Control
(TQC), the Company continuously strives to give the customer, the best value for
money.

Eco-friendly
TVS is committed to protecting the environment. The company’s manufacturing
facilities at Mysore & Hosur have state-of-the-art facilities & air pollution control
measures. Even the suppliers are encouraged to ensure that their products meet eco-
friendly norms

Mopeds:
In the Moped segments there are 3 Models:



1. TVS Champ 50 cc

2. TVS XL Super 70 cc

3. TVS heavy duty 70 cc

All these models are popular in the rural area especially in south and we hold 80 % of
the market in this segment.
Scooterettes:
In this segment

1. TVS Scooty

2. TVS Scooty PEP

3. TVS Scooty PEP +

4. TVS Scooty Trenz
Motorcycles
In motorcycles we have variety of models and its variants. These can be classified as

1)Victor family and it’s variants
a) VICTOR GLX (124.8 CC )

b) VICTOR GX (109.3 CC )
c) VICTOR Edge (125 CC )

2. Star Family (99.7 CC)
a) Star ( 99.7 CC)
b) Star city (99.7 CC)
3. Centra (99.8 CC)
4. Max R



5. Apache (147.5 CC)
6. TVS Fiero (147 CC)

a) Fiero F2 (147CC)
7.TVS Sport (100 cc)

Milestones of TVS Motor

1980: India's first 2 seater 50cc Moped TVS 50, launched in August.

1984: First Indian Company to introduce 100cc Indo-Japanese
motorcycles in September.

1994 :Launched first indigenous Scooterette (sub-100 cc variomatic
scooters), TVS Scooty in June.



1996: Introduced first catalytic converter enabled motorcycle, the 110cc
. Shogun in December

1997: Launched India’s First 5-speed motorcycle, the Shaolin in October.

2000: Launched TVS Fiero, India's first 150 cc, 4 stroke motorcycle in
April.

2001 : Launched TVS Victor, 4-stroke 110 cc motorcycle, in August,
India's first fully indigenously designed and manufactured motorcycle.

2002 – Deming Application prize (First powered two wheeler company
in the world to be awarded this prize for TQM )

2002 – Best Technology award for TVS Victor from Ministry of
Science and Technology, Govt of India

2003 – Best managed and most investor friendly company by Business
today

2004 - ‘Best design’ award in the two wheeler category for Scooty PEP
from National Institute of design and Business world.

2004: Launched TVS Centra in January, a world-class 4-stroke 100 cc
motorcycle with the revolutionary VT-i Engines for best-in-class mileage.

2004: Launched TVS Star in Sept, a 100 cc motorcycle which is ideal for
rough terrain.



2006: Launched TVS Scooty Pep 90 CC Scooter
Launched TVS Apache 147.7 CC Motorcycle
2007 : Launched TVS STAR SPORT 100 CC Motorcycle .

FINANCIAL REPORT OF T VS
IN CRORES
Financials of TVS Motor Quarterly Annual
(Mar '07) (Mar '06)
Income Statement
Net Sales 919.88 3234.96
Other Income 26.96 80.72
PBDIT 37.04 283.35
Net Profit 9.05 117.00

Balance Sheet
Total Share Capital 23.75
Net Worth 766.12
Total Debt 385.04
Net Block 766.78
Investments 344.19
Net Current Assets -80.29
Total Assets 1151.16



Umarani Tvs Auto Agencies ,Hubli partnership firm, with Mr. Somashekar V.
Umarani as managing partner, was established in the year 2006,as an authorized
dealership for TVS Motorcycles sales and service. It is the main dealer of TVS
motorcycles in Hubli.



PROFILE

Somashekhar V. Umarani (MBA)
Managing Partner Umarani Autos

STRENGTHS:

Somashekhar V. Umarani has 20 years experience in various capacities i.e.
commercial and financial sectors. He was personally responsible in establishing
Centurion Bank Ltd.From scratch at a time when private sector banks had a real tough
time to win the confidence and trust of the customers. Being a commerce graduate he
has acquired sufficient Administrative and Managerial Skills and post graduation in
management has definitely given him that extra strength. He has experience in
managing financial institutions and has sound knowledge of stock market as well as
commodity market.

PRESENT POSITION:

• Since August 2006,he is running TVS Motor Co Ltd. Two wheelers Main
Dealership in Hubli in the name of Umarani Autos
• Director of Sri Sai Urban Co-operative Credit Society Ltd. Hubli.
• He is active member of Rotary Club of Hubli (North).
• He is involved actively in promoting education to the downtrodden class to
bring their children to the main stream.

Rajashekhar V Umarani (B Sc )
Partner
Sales department



STRENGTHS:
15 years Marketing experience in FMCG

Siddalingesh V Umarani (BA ,ITI )
Partner
Service Department

STRENGTHS:
Worked as supervisor in Kirlosker Ferros for 10 years

Andanappa V Umarani (BA)
Partner
Accounts dept.

STRENGTHS:
Worked in various organization as an accountant for 25 years

VISION

Umarani TVS will provide total customer satisfaction by giving the customer the right
product, at the right price, at right time. Umarani TVS strives for long-term relation
ships of mutual trust and interdependence with its customers, employees & suppliers

MISSION .

We are committed to customer satisfaction by giving high quality and value for
money products to customers not only this but also it is environmentally friendly &
lifetime personal transportation under TVS Brand. We are selling a leading product
which is one among the top two wheeler manufacturers in India and one among the
top five two wheeler manufacturers in Asia

OBECTIVES

To maintain lifetime personal transportation we do the following activities.



1. We do fallow up for free service
2. We are calling up customer get post service feedback.
3. We deliver the service vehicle on time
4. We use company genuine parts and company provided lubricant Oil for the
vehicles.

SERVICE
We have High –Tech service station and spares section in the same premises. We
have trained manpower including the High tech tools and equipments (as per the
TVSM standard) to take care of the after sales service requirements. All our
mechanics and supervisors are trained by TVS-M. We provide three types of service
to the customers.
1. Free Service
2. Paid coupon Service
3. Post warranty Service

We sell all TVS-M two wheeler genuine spare parts and TVS-M recommended
lubricant oil in spares shop.
The Company launched TVS Star ,Apache, Scooty pep,Scooty Trenz, Scooty as the
products into the market .It has done sales about 1400 vehicles in just eleven
months .this is great achievement because it has done a great number of sales in just
short span of tie .this shows the great work done by Umarani Tvs autos
.
Umarani TVS Autos Agencies also have automated workshop with fully trained
senior mechanics to look after servicing of customers bikes. They provide door
service, express service, on the spot service ,breakdown service and help in getting
insurance claim for accident vehicles

The Showroom is fully centralized with smart looking and courteous sales staff. Their
showrooms also have ICICI, Centurion, TVS Finance Bank personnel, as they help
customer in getting vehicles loans.



The service enter is fully automated with experienced and well trained mechanics
.The customer Lounge is Air Cooled with facilities provide to customer like
Television, Magazines, Newspaper, Water cooler, Clean toilets etc.The billing system
and Job card entry system are fully computerized .There is one service manager, four
supervisor,10 mechanics and 5 helpers mechanics. The service center also provides
facilities like mobile charger, drop home facilities, door service, Sunday service,

customer information, pay board, express service, insurance renewal and claim
assistance break down service etc…
The Umarani TVs auto agencies occupies a unique place in the heart of the city i.e.
vidyanagar Hubli and also in the hearts of people of twin cities the newly built
showroom is two floored cellular being the service center, ground floor being the
showroom, ground floor being the showroom in the first floor being the office

Managing
Director

Finance Sales
Manager Manager

Accountan
t Sales Sales
Man Man

Asst Clerk
Accountan
t

PRODUCTS ARE



THEORETICAL BACKGROUND FOR THE PROJECT

The marketing is a process which starts with customer and ends with customer. The
Customer has become the main focus and all the marketing strategies revolve around
him. Previously the manufacture used to make a product and the self it to the
customer without any importance to after sales-service. But the market has totally
changed know and based on the customer wants the services are designed and
provided and the best example for this is SAP.

In case of services industry also the scenario has totally changed. Till early 90’s
companies did not pay much attention to after sales service and they mainly



concentrated only on the sale of the product. But later after LPG(Liberalization
Privatization Globalization) there was a vast change in Indian economy as most of the
foreign companies entered the Indian market and competition creped in and it was Do
or Die situation for the Indian companies. It was a tough task for the Indian
companies to compete with these global players. The Global players were more
customer centric and believed that service is the only way to keep in close proximity
with customers. The Indian companies also began to realize the importance of service
industry contributes 52% to Indian economy according a latest survey. The after sales
service plays a vital role in the customer choice of the vehicle.

RATIONALE BEHIND THE CHOICE OF THE PROJECT

The Indian automotive industry consists of five segments: commercial vehicles; multi
utility vehicle & passenger cars; two-wheelers; three-wheelers; and tractors. With
9,822,963 units sold in the domestic market and 8,53,591 units exported during the
first nine months of FY 2007 (9MFY 2007), the industry (excluding tractors) marked
a growth of 26% over the corresponding previous. The two- wheelers sales have
witnessed a spectacular growth trend since the mid nineties.

The Two-wheeler market in India is growing at a rapid rate of 26%. India is the
second largest two-wheeler market in the world, today. Two-wheeler account 79% of



the total automobile sales in India. The three main product segments in the two-
wheeler category, motorcycles dominate, largely because when compared to scooters
or mopeds, they are seen as objects of desire, in addition to utility. Out of the nearly
nine million two-wheeler sold annually in India today, 3.8 million are motorcycles.

Due to increase in the sales of the vehicle the need for after sales service has also
become very important. The after sales service is playing a main role in the choice of
the vehicle. The various customer satisfaction surveys carried out points that the
customer awareness regarding servicing of their vehicles has increased and customers
perceive the after sales service as an important aspect.

The increasing focus towards post-sales customer satisfaction has made me choose
this topic for my MCP. Beside all this was, an underlying interest in automobiles,
which made me to choose this project.

UTILITY OF THE PROJECT

The project was a learning experience to me in the marketing stream. Through this
project I was able to learn a lot of things and co-relate them to theory with the practice
on the field, following were some of the utilities to me from the project.

 Understanding of various attributes involved in case of a Two-Wheeler
servicing and their importance to the customers.



 Customer perception regarding post-sales services provide by authorized
service dealer.

 It helped me in getting practical exposure in the field of Services Marketing.

 It helped to understand what role Service plays when a customer purchases a
Two-wheeler.

 It will help to understand what role service plays when a customer purchases a
Two-Wheeler.

The Project will help the organization in the following ways

 Perception of the customer regarding Post-Sales services for the motorbike.

 To get the strong attributes of the Organization services and areas of
improvement in the service aspect.

 The strategies that the organization can adopt to attract the customers.

 To know the customer awareness level of various schemes launched.

 The utility of various schemes launched and their customer appreciation.

The project is not only useful to the company but also the customers.

 Their opinions will help the company to tailor-make the services they desire at
their feasible price.

 To Provide them a better service in the way they would prefer.

 To express their opinion to the company through my Questionnaire.



TOPIC OF STUDY:

 Title of the Project: Customer Perception towards the Post-Sales Service
provided by Umarani TVS Auto Agencies, Hubli.

 Area of Study: Marketing



 Organization Name: Umarani Auto Agencies-Authorized dealer of TVS
motorbikes in Hubli.

OBJECTIVES OF THE STUDY

 To study various attributes customers prefer in a two-wheeler service.

 To analyze the extent of the customer satisfaction for a two wheeler
Service.

 To find out difference in perception of customers towards authorized
Service provider Vs unauthorized service providers in Hubli city.

 To study the mindset of customers towards authorized services
Offered by Umarani TVS.

Methodology adopted:

Sources of data
Data are facts, figures and other relevant materials, past and present, serving as bases
for study and analysis. The data serves as the basis for analysis without an analysis of
factual data no specific inferences can be drawn on the questions under study.
Inferences based on imagination or guesswork cannot provide correct answers to the
research questions, the relevance, adequacy and reliability of data determine the
quality of the findings of a study. For the purpose of present study, data from two
sources have been collected namely primary and secondary data.



Primary data
Primary data are the data that are collected to help solve a problem or taken advantage
of an opportunity on which decision must be taken. The main method of collecting
primary data is survey method, there are different types of survey techniques for
example personal interview, mail survey, Internet survey and telephone survey.
Primary data is first hand information that has been collected by the researcher from
the respondents of Hubli city through personal interview method with the help of
questionnaire. Analysis, interpretation, summary of findings, conclusions and
recommendations are completely based on primary data.

Secondary data
Secondary data are data that were developed for some purpose other then helping to
solve the problem at hand. After identifying and defining the research problem and
determining specific information required solving the problem, the researchers task is
to look for the type and sources of data, which may yield the desired results.
Secondary data in this research references made by the researcher with the other
published sources. The present research will not be complete without the complete
reference to the relevant secondary data.

The sources of secondary data including the following

• Internet
www.India automobile.com
www.Tvs motors.com
www.Hero Honda motors .com
www.indiabike.com
www.acma.com



• Newspaper : Business line, Business Standard, Times of India.

• Magzines-
Auto India, Overdrive, Hot Wheels.

Sampling Design
Steps

1. Define the Population
2. Specify sampling Frame
3. Specify sampling unit
4. Specify Sampling Method
5. Determine sampling size
6. Specify sampling plan
7. select the sample



1. Define the Population:
Element- Owners of TVS two-wheeler in Hubli.

Sampling Unit- Customers who own TVS motorbike.

Extent- Hubli territory

Time- During the period of Dec 10, 2007 to April 19, 2008.

2. Specify the sampling frame:

Vehicle owners list from TVS Umarani Auto Agencies( Dealer of TVS in Hubli),
Education institutions, Offices etc.

3. Specify sampling unit/ Element:

Customers who own TVS bike in Hubli City.

4.Specify sampling method :

Non-Probability Convenient Sampling

5. Determine Sampling size :

Umarani TVS Servicing Customers: 80

Unauthorized Servicing Customers: 20

Total Sample size: 100



FINDINGS & CONCLUSION OF UMARANI CUSTOMERS
Frequencies

Which is TVS bike you own?

Cumulative
Frequency Percent Valid Percent Percent
Valid TVS victor 25 31.3 31.3 31.3
star city 8 10.0 10.0 41.3
star 7 8.8 8.8 50.0
scooty pep+ 17 21.3 21.3 71.3
scooty pep 10 12.5 12.5 83.8
apache RTR 160 3 3.8 3.8 87.5
scooty 6 7.5 7.5 95.0
apache 1 1.3 1.3 96.3
Tvs Excel 3 3.8 3.8 100.0
Total 80 100.0 100.0



Which is TVS bike you own?
40

30 31

20 21

13
10
10
Percent

9
8

4 4
0
TV

st

st

sc

sc

ap

sc

ap

Tv
ar

ar

oo

oo

ac

oo

ac

s
S

Ex
ci
vi

ty

ty

he

ty

he
ty
ct

c
pe

pe

R

el
or

TR
p+

p

16
0

Inferences:

Among the 80 responded surveyed I found that 25 customers are have TVS
Victor that shows 31% respondents preferred Tvs Victor as there Bike. Scooty
Pep+ an Scooty Pep 21% and 12.5% customer having the two wheeler. That
shows most of the customers prefer Victor Pep And Pep+ bike as there Two
Wheeler.

Frequencies
How frequently you get your bike serviced? once in

Cumulative
Valid 2 months 26 32.5 32.5 32.5
3-4 months 30 37.5 37.5 70.0
5-6 months 20 25.0 25.0 95.0
6-8 months 3 3.8 3.8 98.8
9-11 months 1 1.3 1.3 100.0
Total 80 100.0 100.0



9-11 months
1.3%

6-8 months
3.8%

5-6 months 2 months

25.0% 32.5%

3-4 months
37.5%

Findings

Out of the 80 respondents surveyed

37% i.e. 30 got their vehicle serviced once in 3-4 months

32% i.e. 26 got their vehicle serviced once in 2 months

25% i.e. 20 got their vehicle serviced once in 5-6 months

Conclusion

By this survey we can found that most of the people prefer service after 3-4 months. there
are 25% people who prefer service every 5-6 months company may convert them to turn as
3-4 month customers.

Frequencies



Rank your priorities in case of servicing of you bike?

Cumulative
Valid pricing 5 6.3 6.3 6.3
location of service center 20 25.0 25.0 31.3
problem ractification 27 33.8 33.8 65.0
On time delivery 15 18.8 18.8 83.8
cleanliness of service
9 11.3 11.3 95.0
center
others 4 5.0 5.0 100.0
Total 80 100.0 100.0

Graph
30

27

20
20

15

10
9

5
Count

4
0
pr

lo

pr

O

cl

ot
ea
ca

n

he
ic

o bl
in

tim
ti o

n

r
e

s
g

l in
m
n

e

es
of

de
ra

s
se

ct

li v

of
i fi

er
rv

ca

se
ic

y
tio

rv
e

i

Findings

27 of them gave problem rectification as 1 st Priority this show that customer of Umarani
TVS auto agencies give more preference to problem ratification so company have to
concentrate on problem rectification. Location of service center and on time delivery are
equally important company must give preference to on time delivery it will help them to
gain customer or maintain customers.

Frequencies


was the problem of your vehicle rectified to your satisfaction during the last
servicing?

Cumulative
Valid fully ractified 55 68.8 68.8 68.8
partly ractified 21 26.3 26.3 95.0
not ractified 4 5.0 5.0 100.0
Total 80 100.0 100.0

Graph

not ractif ied

5.0%

partly ractif ied

26.2%

f ully ractif ied

68.8%

Findings

Out the 80 respondents surveyed
69% respondents vehicle problem were Fully Rectified.
26% respondents vehicle problem were Partly Rectified.
5% respondents vehicle problem were Not Rectified.

Conclusion

Most respondents problem were Fully Rectified but still there is Scope for improvement.

Frequencies


Your opinion regarding pricing of services by Umarani Autos?

Cumulative
Valid high priced 22 27.5 27.5 27.5
moderaltely priced 50 62.5 62.5 90.0
economically priced 8 10.0 10.0 100.0
Total 80 100.0 100.0

Graph

economically priced

10.0%

high priced
27.5%

moderaltely priced

62.5%

Findings

Out of 80 respondents surveyed

62% of respondents feel that pricing of service is moderate
27% of respondents feel that pricing of service as high
10% of respondents feel that pricing of service is economical

Conclusion
Most of the respondents felt the pricing to be moderate but a certain number of
respondents feel it to be highly priced.

Frequencies



Your opinion about the org picking up your vehicle for servicing on a phone call?

Cumulative
Valid i liked it i am using
26 32.5 32.5 32.5
this service
i did not know about
this service if detail 36 45.0 45.0 77.5
given i will pre
dont know and dont
11 13.8 13.8 91.3
prefer if i know
i know about this but
7 8.8 8.8 100.0
dont want to prefer
Total 80 100.0 100.0

i know about this bu

8.7%

dont know and dont p

13.8%
i liked it i am usin

32.5%

i did not know about

45.0%

Findings
45% said they would go for the pick-up service if detail were given
32% said they are using the service
14% said they don’t know about this and would not use it if even detail were given
9% said they knew about this service and would not prefer.

Conclusion
Most respondents would go for service if details were given and hence communication
should improve regarding the services.

Frequencies



Was the servicing/ repair done in the bike explained to you at the time of
delevery?

Cumulative
Valid yes 69 86.3 86.3 86.3
no 11 13.8 13.8 100.0
Total 80 100.0 100.0

Graph

no

13.8%

yes

86.3%

Findings

86% were explained about the repair/ servicing carried out
14% were not explained about the repair/ servicing carried out

Conclusion

Most of the respondents were explained about the repair/ service carried out but still
there is scope for improvement.

Frequencies



Q9)b) if yes how did you feel about the service carried out?

Cumulative
Valid i liked it very much 48 60.0 60.0 60.0
i did not feel the
23 28.8 28.8 88.8
difference
i did not feel satisfied 5 6.3 6.3 95.0
i did not feel it worthwhile 4 5.0 5.0 100.0
Total 80 100.0 100.0

Graph

i did not f eel it w o

5.0%
i did not f eel satis

6.3%

i did not f eel the d

28.7%
i liked it very much
60.0%

Findings
60% liked about the repair explanation
29% did not feel the difference
6% were not satisfied
5% felt it was not worth while

Conclusion
Most of the respondents liked the service explanation and still there is scope for
improvement. Company also give preference to other 40% customer and try to
convert them to feel as its worth while.
Frequencies



Are you aware of any TVS promotional activity?

Cumulative
Valid yes 63 78.8 78.8 78.8
no 17 21.3 21.3 100.0
Total 80 100.0 100.0

Graph

no

21.3%

yes

78.8%

Findings
out of the 80 respondents surveyed
79% are aware of TVS promotional activities
21% are not aware of TVS promotional activities.

Conclusion

Most of the respondent are aware TVS promotional activities. Still there are
respondents who don’t know about these activities company have to concentrate on
these customers.

Frequencies



if yes do you think such a scheme will work in service aspect?

Cumulative
Valid yes i think it will work 67 83.8 83.8 83.8
no i think it will not work 13 16.3 16.3 100.0
Total 80 100.0 100.0

no i think it w ill n

16.2%

yes i think it w ill

83.7%

Findings

Out of respondents surveyed

84% felt that the such scheme will work

16% felt that scheme will not work

Conclusion

Most of the respondents felt that such scheme will work so company must offers such
scheme in future also and such scheme should be encouraged.

Frequencies



Average

1.3%

Good

35.0% Excellent

11.2%

Very Good

52.5%

Findings

Out of 80 respondents surveyed

52% of respondents felt the service station ambience as Very Good

35% of respondents felt that service station ambience as Good

11% of respondents felt that service station ambience as Excellent

1% of respondents felt the service station ambience as Average

Conclusion

Most of the respondents felt the service station ambience is Very Good

Frequencies
Please tick the attribute you feel appropriate in case of Umarani Auto
Agencies in Process of servicing your vehicle(Water Wash and Polish)

Cumulative
Valid Excellent 8 10.0 10.0 10.0
Very Good 30 37.5 37.5 47.5
Good 40 50.0 50.0 97.5
Average 2 2.5 2.5 100.0
Total 80 100.0 100.0



Graph

Average
Excellent
2.5%
10.0%

Good
Very Good
50.0%
37.5%

Findings


50% of respondents felt the Water Wash service Good

38% of respondents felt the Water Wash service Very Good

10% of respondents felt the Water Wash service Excellent

3% of respondents felt the Water Wash service Average

Conclusion

Most of the respondents liked the Water Wash Service.

Frequencies



Agencies in Process of servicing your vehicle(Promptness in delivery)

Cumulative
Very Good 8 10.0 10.0 13.8
Good 36 45.0 45.0 58.8
Average 29 36.3 36.3 95.0
Poor 4 5.0 5.0 100.0
Total 80 100.0 100.0

Graph

Poor

5.0%
Excellent

3.8%

Very Good

10.0%

Average

36.3%
Good

45.0%

Findings

45% of respondents felt the Promptness in Delivery Good.
36% of respondents felt the Promptness in Delivery Average.
10% of respondents felt the Promptness in Delivery Very Good.
5% of respondents felt the Promptness in Delivery Poor.
4% of respondents felt the Promptness in Delivery Excellent.

Conclusion
Most of Respondents Felt the Promptness in delivery was Good but still there is a lot of
scope for improvement.
Frequencies



Agencies in Process of servicing your vehicle(Location of Service station)

Cumulative
Very Good 48 60.0 60.0 67.5
Good 25 31.3 31.3 98.8
Average 1 1.3 1.3 100.0
Total 80 100.0 100.0

Average

1.3%

Excellent

7.5%

Good

31.3%

Very Good
60.0%

Findings


60% of the respondents felt the Location of Service Station as Very Good

31% of the respondents felt the Location of Service Station as Good

8% of the respondents felt the Location of Service Station as Excellent

1% of the respondents felt the Location of Service Station as Average.

Conclusion

Most of the respondents liked the location of service station.

Frequencies


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