CHAPTER I INTRODUCTION AND DESIGN OF THE STUDY INTRODUCTION OF TWO-WHEELERS The product definition of two-wheeler has undergone a seachange

e in recent times from a semi luxury product for the urban middle class in the 1980s and earlier, the two-wheeler has now become the most popular form of personal transport and also a personal (household durable) possession amongst nearly all consumer classes, except perhaps the most affluent. The motorcycle category is leading this emergent boom in the industry given long-term factors like the absence of good public transportation affordability (price cuts, rising incomes and easy financing) and replacement demand (two stroke with four stroke) The industry seems to be poised for robust growth in the coming years. The Two-wheeler industry can be broadly classified into motorcycles, mopeds and scooters. The ownership and utilization of motorcycles in the world are growing rapidly. The over-increasing trend in the sales of motor vehicles during different periods would substantiate the above statement. The deliberations at the conferences had focused the role that technology can play in two wheelers industries and not on the travel demand management options. In India the need for personalized means of transport has been fulfilled to a greater extent by the powered two-wheelers, for the
1

reasons that they are comparatively with in the reach of the need. In the recent past the two-wheeler industry has witnessed a boom resulting in a market entry of a number of new brands with the aggressive marketing strategy adopted by the two-wheeler market. Marketing is the process of defining, anticipating and catering customer needs. All the organizations are trying to satisfy the consumer needs at any cost. Satisfaction of consumers needs and wants is the essential task of the marketing concepts. The knowledge of consumer behavior is vital for the firm to achieve its marketing objectives. MARKETING AN OVERVIEW Marketing is a societal process by which individuals and groups obtain what is needed through creating, offering and freely exchanging products and services for values with others. Marketing has often been described as The art of selling products. But people are surprised when they hear that the most important part of marketing is not selling. Selling is only the tip of the marketing iceberg. Today it is fashionable to talk about the new economy, where businesses are operating in a globalized economy that things are moving at a nanosecond pale, that our markets are characterized by hyper competition, that disruptive technologies are challenging every business and that businesses must adopt to the empowered consumer.

MARKET AND PROSPECTS A Marketer is some one seeking response from another party called the prospect. It two parties are seeking to sell something to each other both of them are called marketers in one aspect and prospect in another aspect. MEANING OF MARKETING According to Ad sin Palmer, the services constitute: The production of an essentially intangible benefit, either in its own right or as a significant element of a tangible product which through some form of exchanges, satisfies an identified need According to S.M.JHA, The term marketing which includes a function by which a marketer plans, promotes and delivers goods and services to the customer or clients. In the marketing of services, the providers are supposed to influence and satisfy the customers or user. An Institution or an Individual may act as a service provider who requires professional existence to influence the impulse of prospects and to transform them into actual customers. When we buy services offered by a services generating organization in a true sense, we buy the time, knowledge, skill or resources. The application of marketing principles in the services sector is the main thing in the services marketing.

CUSTOMER AND CONSUMER The term Customer is typically used to refer to someone who regularly purchases from a particular store or company. A consumer is an individual who consumes goods manufactured by firms or created by nature (air, water, etc) and services offered by the government, or firms, hospitals, educational and institutions etc., The term consumer is often used to describe the two different kinds of consuming entities the personal consumer and the organizational consumer. The personal consumer buys good and services for their own use, for the household, or as a gift for a friend. In all of these contents the goods are brought for final use by individuals, who are referred to as end users or ultimate consumers. The organization consumer encompasses profit and non profit business, government agencies and institutions all of which must buy products, equipments and services, must buy the raw materials and other commodities to manufacture and sell their own products or services. MEANING OF CONSUMER BEHAVIOURS The study on consumer behaviors is the study of how individuals make decisions to spend their available resources (namely time, effort, money) on consumption related items. It includes the study of what they buy, when they buy, how often they use it.

The term consumer behavior is a subset of human behavior. How ever, It does not mean that all human behavior is oriented towards consumption. In the words of GREEN WELTERS, Human behavior refers to the total process by which individuals interact with their environment. Consumer behavior is the act of consuming or using goods or services. Buyer behavior, on the other hand it, leads to the process of purchasing. In this processing two activities take place on the part of the consumer. 1) They analyse and decides what to buy, when to buy etc. 2) The resultant activity via accepting or rejecting a product In this broadest sense, consumer behavior is the process by which individuals decided whether, what, when, how and from whom to purchase goods and services. DEFINITION OF THE CONSUMER BEHAVIOUR Walter C.G. and G.W. Paul says, The consumer behavior is the services where by individuals decide whether, what, when, how, where, and then from whom to purchase goods and services. According to Boone and Kurtz, Consumer behavior is the outcome of both individual and environmental influence. CONSUMER SATISFACTION Satisfaction is the level of a persons felt state resulting from comparing a products perceived performance (or outcome) in relation
5

to the persons expectations. Thus the satisfaction level is a function of the difference between perceived performances and expectations. A Customer could experience one of three broad levels of satisfaction. If the performance matches the expectations, the customer is satisfied. If the performance exceeds the expectations, the customer is delighted. Delight creates an emotional affinity with the brand, not just a rational preference, and this creates high customer loyalty. CONSUMER SATISFACTION Satisfaction is a persons feeling of pleasure or disappointment resulting from comparing a products perceived performance (or outcome) in relation to his or her expectations. A buyer satisfaction is a function of, the products perceived performance and the buyers expectations. Recognizing that higher satisfaction leads to higher consumer loyalty. Many companies today are aiming for total consumer satisfaction, for consumer decent rated companies. Consumer satisfaction is both a goal and marketing tool. Marketing is all important, because it is directed towards the satisfaction of consumer needs. The Consumer is the center of alteration for around which marketing is carried out. The marketing manager is dealing with diverse complex personalities whos likes,/dislikes and styles of living are hard to determine. Hence human personalities are different among themselves. It is the prime duty of marketing to find the needs of the consumer and accordingly satisfy the needs.

TRACKING CONSUMER SATISFACTION 1) The company can increase consumer satisfaction by lowering its price or increasing its services, but this may result in lower profits. 2) The company might be able to increase its profitability in other ways, such as by improving its manufacturing or investing more in R&D. 3) The company has many stakeholders including employees, dealers, suppliers and share holders. Spending more to increase consumer satisfaction would divert funds from increasing the satisfaction of other partners. 4) METHODS TO MEASURE CONSUMER SATISFACTION Companies owe the following methods to measure how much consumer satisfaction they are creating. COMPLAINT AND SUGGESTION SYSTEMS A customer centered organization would make it easy for its customers to deliver, suggestions and complaints. Suggestions and complaint boxes are common sight nowadays. CONSUMER SATISFACTION SURVEYS Companies cannot use complaint levels alone as a measure of consumer satisfaction. Responsive action obtains a direct measure of consumer satisfaction by periodic surveys. They send questionnaires to a random sample of their consumers to find out how they feel about various aspects of the companys performance and also solicit views on their competitors performance. It is useful to measure the
7

consumers willingness to recommend the company and brand to other persons. A high positive word of mouth score indicates that the company is producing high consumer satisfaction. GHOST SHOPPING Another useful way to gather a picture of customer satisfaction is to hire persons to pose as potential buyers to report their findings on strong and weak points they experienced in buying the companys and competitors products. These ghost shoppers can even pose certain problems to test whether the companys sales personnel handle the situated well. LOST CONSUMER ANALYSIS Companies should contact consumers who have stopped buying or who have switched to another supplier to learn why this happened. Companies should also note that managers and salespersons can manipulated their ratings on consumer satisfaction. CONSUMER VALUE AND SATISFACTION CONSUMER PERCEIVED VALUE Our premise is that consumers will buy from the firm that they see as offering the highest perceived value. Consumer perceived value (CPV) is the difference between the prospective consumers evaluation of all the benefits and all the costs of an offering and the perceived alternatives. Total consumer value is the perceived monetary value of the bundle of economic functional and psychological benefits consumers expect from a given market offering. Total consumer cost

is the bundle of costs consumers expect to incur in evaluating, obtaining, using and disposing of given market offering. TOTAL CONSUMER Whether the buyer is satisfied after purchase depends on the offers performance in relation to the buyers expectations. In general satisfaction is a persons feelings of pleasure or disappointment resulting from comparing a products perceived performance (or outcome) in relation to his or her expectations. If the performance falls short of expectations, the consumer is satisfied. If the performance exceeds expectations, the consumer is dissatisfied. If the performance exceeds expectations the consumer is highly satisfied or delighted. CONSUMER EXPECTATIONS How do buyers derive Expectations from their experience? From past buying experience, friends, and associates, advice, and marketers and competitors information and promises. If marketer raise expectations too high, the buyer is likely to be disappointed. However, if the company sets expectations too low, it wont attract enough buyers (although it will satisfy those who do buy)?

DETERMINATES OF CONSUMER-DELIVERED VALUE

Consumer Delivered Value

Total consumer Value

Total consumer Cost

Product Value

Monetary Cost

Service Value

Time Cost

Energy cost Personnel value

Psychic cost Image value

10

DELIVERING HIGH CONSUMER VALUE The key to generating high consumer loyalty is to deliver high consumer value. According to Michael Lanning, in his delivering profitable value, a company must design a competitively superior value proposition aimed at a specific market segment, backed by a superior value-delivery system. The value proposition consists of the whole cluster of benefits the company promises to deliver, it is more than the core positioning of the offering. For example core positioning is safety but the buyer is promised more than just a safe car; other benefits include a long-lasting car, good service, and a long warranty period. Basically the value proposition is a statement about the resulting experience consumer will gain from the companys market offering and from their relationship with the supplier. The brand must represent as promise about the total experience consumers can expect. Whether the promise is kept depends on the companys ability to manage its value-delivery system. The value-delivery system includes all the experience the customer will have on the way to obtaining and seeing the offering. MEASURING SATISFACTION Although the consumer-centered firm seeks to create high consumer satisfaction, that is not its main goal. If the company increases consumer satisfaction by lowering its price or increasing its services, the result may be lower profits. The company might be able to increase its profitability by means other than increased satisfaction (for example by improving manufacturing processes or investing more in R&D). Also the company has many stakeholders, including
11

employees, dealers, suppliers and stockholders.

Spending more to

increase consumer satisfaction might drive funds from increasing the satisfaction of other Partners. Ultimately, the company must operate on the philosophy that it is trying to deliver a high level of consumer satisfaction to delivering acceptable level of satisfaction to the other stakeholders, given its total resources. When consumers rate their satisfaction with an element of the companys performance-say, delivery-the company needs to recognize that consumers vary in how they define good delivery. It could mean early delivery, on-time delivery, order completeness, and so on. Yet if the company had to spell out every element in detail, consumer would face huge survey questionnaire. The company must also realize that two consumers can report being Highly Satisfied for different reasons. One may be easily satisfied most of the time and the other might be hard to please but was pleased on this occasion. CONSUMER SATISFACTION SURVEYS Studies show that although consumers are dissatisfied with one out of every four purchases, less than 5 percent will complain. Most consumers will buy less or switch suppliers. Responsive companys measure, consumer satisfaction data, it is also useful to ask additional questions to measure repurchase intention and to measure the likelihood or willingness to recommend the company and brand to others.

12

STATEMENT OF THE PROBLEM This research is pertaining to find out the present consumer satisfaction of the study well with special reference to Scooty Pep in Rasipuram town. The study on consumer satisfaction helps to know who are the consumers, what they want, how they use and react to the product. The wants of the consumers are carefully studied by conducting survey on consumer satisfaction. This study will help to gain knowledge about the market share for each brand, factor influencing the consumer to prefer a particular brand and problems faced by them on using such brands and so on.

13

OBJECTIVES OF THE STUDY The following objectives are sought to be achieved in the study The main object of the study is to analyze the consumer satisfaction

To find the sex wise and age wise usage pattern of Scooty Pep in Rasipuram town.

To find the specific reason behind choosing Scooty Pep. To analyze the consumers satisfaction towards the performance of the Scooty Pep and factor influencing the satisfaction.

14

NEED OF THE STUDY Consumer needs can be fulfilled based on their requirements and interest. The two-wheeler industries are satisfying the consumer needs and wants. In the Present scenario the consumers are given more importance for easy, convenient, stylish and more comfortable vehicles rather then highly sophisticated vehicles. In the market more variety of fashion vehicles are introduced to satisfy the present and prospective consumers. A cut-throat competition is existing in two-wheeler market to compete one brand with another brand. In this juncture an attempt was made on the study of Scooty pep. The study related to how they are fulfilling the needs and wants of the consumers to what extent the company is concentrating on innovative technology in style, fashion and economy towards the two-wheelers and the spare parts and accessories.

15

SCOPE OF THE STUDY The scope of the study is confined with Scooty Pep at Rasipuram town. The study has been conducted to evaluate the present scenario of the consumer and to find out the influencing factors of awareness of the study and special reference to identifying them to the organization to market their products in a better position. This study would be helpful to rectify the problems and to provide good measures to the concern to enlarge their market. This study has got wider scope in the sense, i.e., common to consumers in general and would lead to and self analysis on part of the management and also pave the way for further studies in the similar field and would have valid perception that could be taken for a study. This study will be highly informative to the future researchers as well as the management and to the students interested in similar field.

16

METHODOLOGY OF THE STUDY The research methodology adopted for the present study regarding sources of data, sample size, period of study, sampling design, data analysis and research tools and techniques. SOURCES OF DATA The study is mainly based on primary and secondary data. PRIMARY DATA The primary data were collected from the customers and for this purpose a questionnaire was prepared in a detailed manner so as to collect the required data. SECONDARY DATA The secondary data was also collected for the study. Books, leading journals and magazines were referred for this purpose from the library to facilitate proper understanding of the study. SAMPLE SIZE AND PROCEDURE In the study primary data is collected from the people who use Scooty Pep in Rasipuram town. Two Hundred Samples were selected for the study. method is used. PERIOD OF THE STUDY The study is conducted for the period of one year. The data were collected during January, February and March 2012. In the selection of respondents, convenient sampling

17

AREA OF THE STUDY The data for the study has been collected from the respondents in Rasipuram City. SAMPLING DESIGN For the purpose of the study 100 respondents are selected, and data were collected using the questionnaire. For the purpose of selection of respondents convenient sampling method is used. DATA ANALYSIS AND METHOD OF PRESENTATION In this analysis, the data are classified under various heads, are supplemented with necessary tables and diagrams. STATISTICAL TOOLS USED In order to analyze the data, various statistical tools were used in this study. STATISTICAL TOOLS USED IN THE STUDY The following statistical tools are used in the study for the purpose of analysis Percentage Analysis Weighted score Analysis Chi-Square Analysis Percentage Analysis: Percentage analysis refers to a special kind of ratio, percentage is used in making comparison between two or more series of data and percentage are used to describe relation.
18

Some of the percentage

reduce everything to a common has, (say 100) and it allows a meaningful comparison. No. of respondents Percentage = x 100 Total no of respondents Chi-Square Analysis A family of probability distribution, differentiated by their degree of freedom, used to test a number of different hypotheses about variances, proportions and distribution goodness of it. Chi-square test ( 2 ) =

(O E)2
E

Degree of freedom = (R-1) (C-1) Where as, O E R C = = = = Observed frequency Expected frequency Number of rows Number of columns

19

LIMITATIONS OF THE STUDY

The study is subject to the following limitations The market survey is conducted only in Rasipuram town.

Hence the results arrived from the study may not be extended to other parts or city.
The same consumers opinions may vary at different times

because of their psychological instincts.

Due to short span of time, the sample size is limited to 100

samples only.
The period of the study is limited to three months.

20

CHAPTER SCHEME The study has been prepared in five chapters which are described below CHAPTER I This Chapter Introduction and Design of the Study deals with Introduction, Statement of the problem, objectives, Scope, Methodology of the Study and Limitations of the Study. CHAPTER II This Chapter Review of Literature Presents a brief review of studies related to the present study. CHAPTER III This Chapter Profile of the Company presents the details of Scooty Pep and its History. CHAPTER IV This Chapter Data Analysis and Interpretation based on the Objective of the Study the Presentation of Data and Analysis is done. Analysis and Interpretation of data collected and analysis to determine their opinion and consumer attitude. CHAPTER-V In this Chapter Findings, Suggestions and Conclusion the researcher presents the findings, suggestions and conclusion based on the research conducted.

21

CHAPTER II REVIEW OF LITERATURE

Review of literature is essential for every researcher to carry on the investigation successfully. A review of literature will expose the researcher to previous researches conducted, Their area of study etc., which in turn would help him to decide upon the area not studied upon and that which the study should contain. The literature of previous studies will inform the researcher of the limitations of the study, and thereby, the researcher can take adequate measures to overcome them. The review of literature chapter gives the reader a broader outlook on the background on which the study was conducted. It is helpful when conclusions and interpretation are drawn to verify whether these results contradict or concur the previous research result. A brief report of literature reviewed is presented below Kenneth and Runyon (1950)1 hold the view that in terms of individuals conscious feelings and attitude about themselves as persons self concept gradually emerges through interaction with other people and self concept is subject to change. Self concept again depends upon clarity of experience provided by new perception, the way the revised concept fit into existing self organization and the relation of revised concept to individuals needs, the basic purpose of all human activity is protection, maintenance and enhancement not of the self but the self
1

Kenneth and Runyon Dawid W. Steward Consumer Behaviour and the practice of marketing London Merrill publishing co., 1987.

22

concept or symbolic self and here lies the importance of self concept for marketing. Bems and Skinner (1953)2 rejects the widely held assumption that individual himself has privileged access to and knowledge of his own internal beliefs and feelings. According to Bems and Skinner, individuals not the situational context and their own behaviour and on the basis of these observations the attitudes to themselves. They add that individuals come to know their own attitudes, emotions and other internal status partially by information than from observation of their own over behavior and or the circumstances in which this behavior occurs. Thus to the extent that the internal eyes are weak, ambiguous, or uninterruptible the individuals is functionally in the same positions as an outside observer. The contribution of Bem is popularly known as self perception theory. Prof. Sandage (1975)3 An Advertisement has itself the task of interpreting the qualities of a product in terms of consumers needs and wants Briefly stated, advertising is the art of influencing human action, the awakening of the desire to posses, and possess ones product. It is a mass persuasion and it is any form of publicity given to products or services at expenses of the person who wants such publicity for bringing his product and services to the notice of the general public. MR. Rajeev Lochan, (1976)4 says in his articles TVS model lead on ownership costs per km, Furthermore, executive and
2 3 4

Bems and Skinner, Consumer Behaviour and the practice of Marketing London merril publishing co., 1987. Prof. Sandage (1975), Advertising theory and practice, Richard Irwin, PP.251. Mr. Rajeev Lochan, The free press New York (Mc. Millan publishing company 1976.)

23

standard motorcycle models are relatively more fuel efficient, and hence owners of these bikes spend less on fuel compared to owners of cruiser motorcycles. While fuel efficiency positively impacts the over all cost performance for the high selling Bajaj Boxer and TVS Victor, these models perform equally well on other cost measures to lead their respective segments. Adil Jal Darukhanawala (1990)5 says in his article Reviving up, TVS-Suzuki is a low cost manufacture with low overheads now. The next step was to upgrade mopeds and improve the styling and power of the motorcycles. even by competitors. TVS Suzuki has always been acknowledged as a company with excellent engineering background I would rate them as the best motorcycle engineering people in the country". Murray Kaith B and Schalacter John L (1990)6 tested the prediction that goods and services are associated with important consumer differences with respect to specific risk and product variations perceptions. Results indicate that product attributes can Pater point to significantly increased influence risk perceptions. Greater financial risk and perceived risk was associated with services. the purchase of services. perceived convenience, safety and psychological risk associated with

Adil Jal Darukhanawala, The impact of services versus goods on consumers journal the academy of marketing science 1990) Murray Kaith B and Schalacter Jhon L, The impact of services versus goods on consumers journal the academy of marketing science 1990)

24

De Bono Kenneth G and Packer Michelle (1991)7 examined the relationship between self monitoring and relation to image oriented Vs Quality oriented advertisement. Respondents in the study were classified as either high or low self monitors on the self monitoring scale. High self monitors evaluate image oriented advertisements to be of higher quality. The more image based on the advertisement to be of higher quality. The more image based on the advertisement tended to be, the more self relevant, high self monitors considered them to be and the more quality oriented they were the more self relevant low self monitors thought they were. Kokta Thomas.L (1992)8 in his study has attempted to analyse the effect of price, advertising and reputation signals on perceived quality. The research deals with market where consumer uncertainty regarding product quality exists. The influence of the extrinsic cues viz., price, advertising and reputation has been investigated in an experimental setting using multi-item measure. The results indicate that all the three signals affect consumer quality perception and that they only have an influence on purchase intent. Sushila Ravindranath, (1993)9 stated in his article Corporate Reports, Scooty Pep is currently testing prototype motor cycles fitted with fuel injected engines. Srinivasan and his team are optimistic about the preliminary result. However for some reason this experiment does

De Bono, Kenneth G and pacter Michelle The effects of advertising appeal on perceptions of products quality personality and social phychology bulletin April 1991. Kokta Thomas L. Perceived quality and price/Advertising/reputation signals journals of consumer research 1992. Sushila Ravindranath, Business India, Issue no.392, March 15-28, 1993, P-68.

25

not take off. The company will go in for four-stroke engines although it means a steep investment. P.R.Rasmi (1998)10 A Comparative Study On Advertisement of Various Products coming in Mathrubhumi, Malayala Manorama, Doshabimani, Madhiyamum, The objectives of the study was to find out the advertisers response through survey and the problem, dissatisfaction and expectation. R.L.Ravichandaran, (1998)11 General Manager, marketing, TVS group of companies says in the article Reviving up, We have given our bikes a new definition. According to him, these are the least maintenance cost bikes in the country. Simultaneously, the company is also rectifying its other major flow problems with dealers. Dealers are being educated to sell and not to deliver. We are making sure that they have the adequate infrastructure, working capital and manpower to support our marketing thrust. Caprihan (1999)12 says in his article, Negotiating the Blends, There is no question of the two-wheeler market being affected by second hand cars, one think that the automobiles market will expand. This generation is ready to spend and to save time, ours did the reverse.Dr. NasarAhmed (1999)13 conducted the study on TwoWheeler purchase preference.
10

He stated that the study is to

P.R.Rasmi (1998) A Comparative study on a function of consumer behaviour with special reference to television sets. Unpublished M.Phil., dissertation, PP. 27-28. 11 R.L. Ravichandaran, A Comparative study on advertisement of various products, PP.27-28. 12 Caprihan, Negotiating the blends, Advertising and Marketing, Vol. X, issue February 16-28, 1999, P-68. 13 Dr. Nasar Ahmed, Negotiating the blends, Advertising and Marketing, Vol. X, issue February 16-28, 1999, P-68.

26

determine why people want to buy a two-wheeler and how they decide which brand to buy, how much information they have, to make a decision and how their decision is implemented. Mr. Kamalakannan (1999)14 on his study Customer Satisfaction towards after sale services of TVS dealers with special reference to Lotus Agencies,found 47% of the respondents are satisfied with the free services offered by the dealer. SenthilKumar.A (2000)15 A Study on Customer Satisfaction of TVS Vehicle with specific reference of M/S. Sarathi Agencies. The Objective of the Study was to find out the level of Customer Satisfaction of TVS Vehicles into finding out whether the owners of vehicles are satisfied with their vehicle. Tools used for data interpretation was ranking and percentage. The finding of the project, if all the persons are satisfied with this TVS Vehicle. R.Subramanian, (2000)16 Vice president, Finance, TVS group of company highlighted that After we took over the mopeds division and went in for a right issue of Rs.14 crores, we ended the year 19891990 with a profit of Rs.3 crores and an accumulated loss of Rs.8 crores we thought will wipe out the loss the next year.

14

Mr. Kamalakannan (1999) on his study Customer satisfaction towards after sales services of TVS dealers with reference to Lotus Agencies. 15 Senthilkumar (2000) A Study on customer of TVS Vechicles with specific reference of M/S. Sarathi Agencies unpublished M.Phil., dissertation, PP 32-33. 16 R. Subramanian, Corporate Report-Scooty Pep Business India, issue no.392, March 15-28, P-68.

27

Venue Srinivasan (2001)17 in his article Reviving up stated, Now we have three clear options of value, beauty, and power, offered by Max 100; Samurai and Shogun respectively. bikes. R.S.Seshasayee (2001)18 says in the articles Pole Position, personal vehicles are aspirational products and as life style props, foreign brands hold great attraction, and they are fairly compatible with Indian roads. Ashok (2003)19 says in this article, commercial vehicles, The out look for the next few years does not look very encouraging and it appears quite certain that the commercial vehicles segment will ever be going back to the boom times of the past. Few selected domestic auto manufacturing companies in the commercial vehicles segments are analysed. Anand Prakash (2003)20 of product planning in his article Bike Test said, The customer is more interested in pricing rather than looking at non essential functionality. Mr.M.Siddharth Kumar, (2003)21 executive director, George Oakes pointed out in his article, Two-wheeler emission control drive,
17

Sundaram

Clayton, the mother company, is a monopoly manufacturer of our

Venue Srinivasan, When qulity cuts costs, Business Indian, issue no.605, may 4-27, 2001 P-114. 18 R. Seshasayee, pole position Advertising and marketing, Vol. XIII, issue April 15th 2001. 19 Ashok, Commercial vehicles, monthly commentary, vol. XIV, No.12, July 2003, P-6. 20 Anand Prakash, Bike Test, Auto Indian, June 2003, P-34. 21 Mr. M. Siddharthkumar, Two-wheeler emisssion control drive, Motor India Vol.48, No.1, August 2003, p.66.

28

that Since many of the group companies are using a good number of two-wheelers, the check-up campaign was started at the premises, and more than 60 two-wheelers were attended, similar check-up campaigns would be organized in the various Amalganation Group companies Ms.S.Rajeswari (2005)22 A Study on buyer satisfaction towards TVS Scooty in Dharapuram Town the objective of the effectiveness of the satisfaction of the buyer after using the TVS vehicles. It was found that majority of the customer buy it for business purpose of come to know through advertisement. Mr.Akbar Ebrahim (2008)23 says in his article, China Vehicle exhibition evoke good response, while the success of J.K.Tyre National Karting Champions have Popularized Karting @ Motorsports across the nation, we believe that such infrastructure would play a significant role in taking karting to global levels of competition. The amazing performance and improvement these youngsters have displayed have only furthered our confidence in the talent our country possesses and what it can achieve, given an adequate training infrastructure. Suresh Lulla (2009)24 in his article when quality cuts costs, This will include training in the TVS Culture and Values, health and yoga therapy. The attention paid to the employees of the organization helps

22

Ms.S.Rajeswari (2005) A Study on buyer satisfaction towards TVS Scooty pep in Dharapuram town. 23 Mr.Akbar Ebrahim, China Vehicle Exhibitions evoke goods response, Motor India, Vol, 47, No.7, February 2008, p.32. 24 Suresh Lulla, When quality cuts costs Business India, Issue No.605, May,2009,pp.30.

29

boost morale and productivity. A prerequisite to customer satisfaction is employee satisfaction

30

CHAPTER III PROFILE OF COMPANY

HISTORY OF TWO-WHEELER The dynamic of the motorized two-wheeler industry in India makes fascinating reading. From a semi luxury product for the urban middle class in the eighties and earlier, two-wheeler has now become not only the favorite mode of personal (household durable) possession among nearly all consumer classes, emergent, expect perhaps that seems to be equally at home on highways and rural byways. The trend however has been somewhat similar in all the emerging markets of the world thanks to the giving economically active and ambitions class, the relative youth of the population. The lower cost of the two-wheeler compared to cars in terms of number of monthly wages required to pay for its interest attractiveness especially to the young male. The worlds longest market is China followed by India. These countries are also hosts to world class plants. Along with the obviously powerful and influential Japanese manufacturing and brand image such as TVS, Yamaha, Suzuki, Honda and so on. We also see the advent of national brands likely to go global setting up marketing and manufacturing arrangements in the other popular market of Asia. The game is going to hot up by the year and will remain extremely price-competitive remaining performance and reputation driven. TVS motor company is the third largest two-wheeler manufacturer in India and one among the top ten in the world with
31

annual turnover of more than USD 1 billion in 2008-2009, and is the flagship company of the USD 4 billion TVS Group. TVS Motor currently manufactures a wide range of two-wheelers from mopeds to racing inspired motorcycles. Motorcycles(Apache RTR 180, Flame Ds 125, Flame, TVS Jive, Star city, sports) variomatic Scooters (kZTVS wego, scootey streak, Scooty pep+, Scootey Teenz) Mopeds (TVS XL Super, TVS XL Heavy Duty) The company has 4 plants-located at Hosur and Mysore in South India, in Himachal Pradesh, North India and one at Indonesia. The company has a production capacity of 2.5 million units a year. TVS Motors strength lies in design and development of new products. The latest launch of 7 products on the same day seen as a first in the automotive history. TVS deliver total Customer satisfaction by anticipating customer need and presenting quality vehicles at the right time and at the right price. The customer and his ever changing need is our continuous source of inspiration. ORIGIN & DEVELOPMENT OF TVS MOTOR COMPANY TVS was started by Thiru. Srinivas. He came out with the idea that two wheeler vehicle is, peoples vehicle. This was then moved to Thiru. Sundaram, who established the central image of the TVS Company. In the year 1980, TVS 50 was launched. The Suzuki Ltd was officially incorporated on 15th July 1982 as private limited company in the name of India Motorcycle private limited for the purpose of manufacturing motor cycles in collaboration

32

with Suzuki Motor Corporation Japan, for the first time in the History of India. The company was converted into a Public Limited Company and the name was changed as IND-SUZUKI Motorcycles limited on 12th January 1984. The product IND-SUZUKI-AX 100 was the first new brand, two stroke 100cc motorcycles introduced in the country and there was an overwhelming response to the product from the customers. The August 1986, the name of the company was changed as TVS SUZUKI LIMITED to represent the name of the group which it belongs in addition to the name of collaborator. In September 1987, the company acquired the entire assets of the moped division from Sundaram Clayton Ltd., for a consideration of Rs.31 core and commenced production of the prestigious TVS Moped. In December 1987 the company invested Rs.3920 lakhs in the equity share capital of Lakshmi Auto Components Limited. This was formed to fulfill the Committed Phased Manufacturing Program (PMP) Submitted to the Government. Lakshmi Auto Components were formed at the project cost of Rs.15 Crores and were financed by Rs.600 lakhs as equity shares and the balance by loan funds. The company was formed to meet the requirements of crankshafts, connecting rods and gears and shafts by the company. The Company obtained a huge export order for exporting moped to Hungari and Yugoslavia. The Hungarian order was executed but the
33

order from Yugoslavia was not executed due to political disturbances in the company. The export order was useful to the company to set right the imbalance of working capital substantially. During 1990, the company entered into the collaboration agreement for improvement of fuel efficiency in the motorcycle through improved fuel injection process. For the purpose, technical development fund loan of Rs.123 lakhs was sanctioned by IDBI. As on 31st March 1991 the company repaid all the term and foreign currency liabilities availed at the inception of the project. During the year 1992, the company introduced a model moped called TVS ASTRA with a vario metric transition. The product was received well in market. From time to time, the company also upgraded the motorcycles and introduced different versions viz., Max 100R, Max 100, Samurai and Shogun. These models commenced very good demand in the market and the company improved its volume of motorcycles sales substantially. As on September 1993, the company wipeout the entire accumulated losses with the help of increased sales and improved margins. In November 1993 the company launched a new product called TVS Scooty with a 60cc engine. This Vehicle was also Variometric type. The product was successfully brought to the market at a project cost of Rs.9 cores. This was sanctioned with a term loan of Rs.65 cores by IDBI.

34

MILESTONES: Launched TVS 50, Indias First 2-Seater, 50cc Moped in August 1980. First Indian Company to introduce 100cc Indo-Japanese Motorcycle in September 1984. Launched Indias first indigenous Scooterette, TVS Scooty in June 1994. Introduced Indias first catalytic converter enable motorcycle, the 110cc Shogun in December 1996. Launched Indias first 5-speed motorcycle the Shaolin in October 1997. Launched Indias First high performance Moped the XL, Super with a 70cc engine in November 1997. Launched Victor in August 2001, a world class 4 stroke 110cc motorcycle. Launched Centra in January 2004, a world class 4 stroke 100 cc motorcycles with VT-I engines for best in class mileage. AWARDS TVS Motor won the Deming Application Prize in 2002, becoming the first and only Indian two-wheeler company to win the award given to companies that do outstanding work in the field of Quality Management. It is considered to be one of the world's most prestigious quality awards. The same year, the work done for the TVS Victor motorcycle won TVS Motor the National Award for successful commercialization of indigenous technology from the Technology Development Board, Ministry of Science & Technology,

35

Government of India. In 2004, TVS Scooty Pep won the 'Outstanding Design Excellence Award' from BusinessWorld magazine and the National Institute of Design, Ahmedabad. The effective implementation of Total Productivity Maintenance practices won TVS Motor the TPM Excellence Award given by the Japan Institute of Plant Maintenance in 2008. TVS Motor has won several management awards, notable among them being the Emerging Corporate Giant in the Private Sector awarded by The Economic Times and the Harvard Business School Association of India. Business Today magazine awarded TVS Motor the Best Managed Company and the Most Investor Friendly Company awards. Its advertising practices won it the Good Advertising award by Auto India Best Brand Awards 2009. Company Chairman Venu Srinivasan is a recipient of several awards for corporate excellence such as the Star of Asia Award by Bloomberg BusinessWeek and the JRD Tata Corporate Leadership Award. The University of Warwick, United Kingdom gave him an honorary Doctorate of Science degree while the Government of India honoured him with the Padma Shri, one India's highest civilian distinctions. Innovative implementation of Information Technology has won TVS Motor the Ace Award for Most Innovative NetWeaver Implementation in 2007 awarded by technology major SAP AG and the Team Tech 2007 Award of Excellence for Integrated use of Computer-aided engineering Technologies. MISSION TVS Motor Company

36

We are committed to being a highly profitable, socially responsible, and leading manufacturer of high value for money, environmentally friendly, lifetime personal transportation products under the TVS brand, for customers predominantly in Asian markets and to provide fulfilment and prosperity for employees, dealers and suppliers. VISION STATEMENT TVS Motor - Driven by the customer TVS Motor will be responsive to customer requirements consonant with its core competence and profitability. TVS Motor will provide total customer satisfaction by giving the customer the right product, at the right price, at the right time. TVS Motor - The Industry Leader TVS Motor will be one among the top two two-wheeler manufacturers in India and one among the top five two-wheeler manufacturers in Asia. TVS Motor - Global overview TVS Motor will have profitable operations overseas especially in Asian markets, capitalizing on the expertise developed in the areas of manufacturing, technology and marketing. The thrust will be to achieve a significant share for international business in the total turnover. TVS Motor - At the cutting edge

37

TVS Motor will hone and sustain its cutting edge of technology by constant benchmarking against international leaders. TVS Motor - Committed to Total Quality TVS Motor is committed to achieving a self-reviewing organization in perpetuity by adopting TQM as a way of life. TVS Motor believes in the importance of the process. People and projects will be evaluated both by their end results and the process adopted. TVS Motor - The Human Factor TVS Motor believes that people make an organization and that its well-being is dependent on the commitment and growth of its people. There will be a sustained effort through systematic training and planning career growth to develop employees talents and enhance job satisfaction. TVS Motor will create an enabling ambience where the maximum self-actualisation of every employee is achieved. TVS Motor will support and encourage the process of self-renewal in all its employees and nurture their sense of self worth. TVS Motor - Responsible Corporate Citizen TVS Motor firmly believes in the integration of Safety, Health and Environmental aspects with all business activities and ensure protection of employees and environment including development of surrounding communities. TVS Motor strives for long-term relationships of mutual trust and interdependence with its customers, employees, dealers and suppliers.

38

ABOUT THE PRODUCT TVS scooty is launched by TVS in India. It is designed as a family two wheeler and features for the safety and security. The Scooty pep is a motor scooter made by TVS motor cycle and scooter India. It was launched in India in 1993. It is perfect in design and technology, On Scooty Pep there are couple of other models of same type. Since the mileage, maintenance, availability of spares, service centre Distance, Looks, were all in our favour, TVS showroom/ service centre is right at walking distance too. The two wheeler has a powerful 90cc four-stroke engine that churns out a peak power of 5 bhp and a peak torque of 5.8 Nm. The vehicle has better mileage & auto-choke for instant start, auto reserve fuel tap and power/ economy mode. Pep has a 5 litres petrol fuel tank capacity which will give an average of 250 Km. Since TVS Scooty Pep is four strokes engine the power and mileage is good. It comes with a self start and an auto choke, speed meter, has Fuel Indicator. It has speed, power/economy mode, Turn Indicators, Head Lamp Indicator and a Side stand buzzer which is very useful. It has a cool small dickey kind of rack right below the ignition, where couple of small things can be kept, like CDs, papers, cell phone & cleaning cloth too. TVS SCOOTY PEP The most awaited two-wheeler, TVS Scooty Pep was launched in June 1994, with its new style and enhanced features. This TVS
39

Scooty Pep is available in different metallic colors that make it all the more attractive. Its specially designed hydraulic shock absorber for smoother riding and comfortable for the user. TVS Scooty Pep with 4 strokes, 75cc single cylinder air-cooled engine that poses ideal for the ladies. Its powerful engine generates maximum power of 5bhp @ 6500 rpm and maximum torque of 5.8 Kgm @ 4000 rpm. TVS Scooty Pep is spreading success wings all over the market due to its sleek dual tone body, with complementary colored mirrors, appealing body lining. The TVS Scooty Pep attracts people because of its features like side reflectors, multi reflector headlamp, puncture resistant tyre and side stand alarm etc. TVS Scooty Pep recognized two attachments where user can keep the little poly packs, one above this rack which can be pulled open and the other one below the seat were user locks the helmet, The TVS Scooty Pep has got a huge space in the dickey, It also comes with puncture Resistant Tyres, side stand buzzer which is really very good. The TVS Scooty Pep is available in Different colours Black Blue Red Green Silver TVS Scooty pep is also available in colours like Orange trap, Electric Red, Purple Mischief, Night Black and Copper Mystery etc, Moreover they are 99 colours are available in TVS Scooty Pep.

40

TVS Scooty Pep is More Powerful & Playful light Scooterette, It is also a modern 4 stroke 75cc Scooty that is ideal for ladies. Some of the best features of the TVS Scooty Pep are Jewed Box headlamp, integrated tail lamp, chrome plated exhaust, multi reflector indicators and the striking pillion grab rail. Besides these, there are many other features to this scooterette that prove very user friendly auto choke, bag hooks, compartmentalized utility box, auto fuel tap, glove box, push and pull bag holder among others. TVS SCOOTY PEP TECHNICAL SPECIFICATIONS ENGINE Type Bore and Stroke mm Displacement (cc) Max power Torque (mm) Clutch operated Drive ELECTRICALS Ignition System Head Lamp Tail Lamp Turn Signal Lamp Battery : : : : :
41

: : : : : : :

4 stroke single cylinder forced air-cooled 51 & 43 87.8 3.68 Kw(5bhp) @ 6500 rpm 5.8 @ 4000 rpm Pivoted clutch centrifugally

Automatic CVT with torque Sensor Digital DC CDI 12V,35/35 W 12V, 21/5 W 12V, 10 W 12 V, 5 Ah

DIMENSIONS Wheel base (mm) Kerb weight (kg) Brake drum front (mm) Brake drum rear (mm) Ground clearance (mm) Tyre Size FR & RR (inches) Fuel tank Capacity (1tr) : : : : : : : 1230 95 110 110 135 3.00X10 5

42

CHAPTER IV DATA ANALYSIS AND INTERPRETATION

AGE GROUP OF THE RESPONDENTS Age is an important factor that reflects the maturity in decision making on matters consumed with day to day life of an individual. Thus age of an individual is an indirect tool in taking a wise decision. TABLE NO 4.1 AGE GROUP OF THE RESPONDENTS S.No. 1 2 3 Age Group 18 - 35 years 36 - 50 years 51 years and above No. of Respondents 60 25 15 100 Percentage (%) 60 25 15 100

Total Source: Primary data INTERPRETATION

The above table interprets the age group of the respondents. Out of 100 respondents, 60% of the respondents are in the age group of 18-35 years, 25% of the respondents are in the age group of 36-50 and 15% of respondents are in the age group of 51 years and above. Majority 60% of the respondents are in the age group of 18 to 35 years.

43

44

SEX OF THE RESPONDENTS Sex is physically identity, Gender means either of two main groups viz male and female into which living thing is placed according to their reproductive function. It plays a vital role in any decision making process. TABLE NO 4. 2 SEX OF THE RESPONDENTS S.No. 1 2 Gender Male Female Total Source : Primary data INTERPRETATION: The above table clears shows the Sex of the respondents. Out of 100 respondents, 46% of the respondents are Male and 54% of the respondents are Female who are mostly preferred and satisfied with Scooty pep. Majority 54 % of the female respondents preferred and satisfied with Scooty Pep. No. of Respondents 46 54 100 Percentage (%) 46 54 100

45

46

MARITAL STATUS OF THE RESPONDENTS Marriage is a fortunate function in ever of human life. Married peoples are given a special recognition in the society. The style changed after the married life. In this study the marital status has been classified into two categories such as Married and Unmarried. TABLE 4.3 MARITAL STATUS OF THE RESPONDENTS S.No. 1 2 Marital status Married Unmarried Total Source: Primary data INTERPRETATION: The above table depicts the marital status of the respondents. Out of 100 respondents, 45% of the respondents are married and 55% of the respondents are unmarried. Majority 55% of the unmarried respondents preferred and satisfied with Scooty Pep. No. of Respondents 45 55 100 Percentage (%) 45 55 100

47

48

EDUCATIONAL QUALIFICATION OF THE RESPONDENTS Education is the importance of learning emphasizes to enable the individual to put his potentials to optimal use is self-evident. In this study the educational qualification has been classified into four categories such as Illiterate, Up to HSC, Graduate and Post-graduate. TABLE 4.4 EDUCATIONAL QUALIFICATION OF THE RESPONDENTS S.No. 1 2 3 4 Marital status Illiterate Up to HSC Graduate Post-graduate Total Source: Primary data INTERPRETATION: The above table clearly shows the educational qualification of the respondents. Out of 100 respondents, 8% of the respondents are illiterate, 19% of the respondents are up to HSC, 38% of the respondents are graduate and 35% of the respondents are post graduate. Majority 38% of the respondents are Graduate who preferred and satisfied with Scooty Pep. No. of Respondents 8 19 38 35 100 Percentage (%) 8 19 38 35 100

49

50

OCCUPATION OF THE RESPONDENTS In this study the Occupation has been classified into six categories such as Business, Professional, Employee (Govt.), Employee (Private), Agriculturist and Others. TABLE 4.5 OCCUPATION OF THE RESPONDENTS S.No. 1 2 3 4 5 6 Occupation Business Professional Employee (Govt.) Employee (Private.) Agriculturist Others Total Source: Primary data INTERPRETATION: The above table shows the occupational status of the respondents. Out of 100 respondents, 7% of the respondents are businesses, 10% of the respondents are professional, 17% of the respondents are government employee, 47% of the respondents are private employee, 8% of the respondents are agriculturist and remaining 11% of the respondents are other categories. Majority 47% of the respondents are Private Employees, who preferred and satisfied with Scooty Pep. No. of Respondents 7 10 17 47 8 11 100 Percentage (%) 7 10 17 47 8 11 100

51

52

MONTHLY INCOME OF THE RESPONDENTS In this study the monthly income has been classified into three categories such as Below Rs. 10,000, Between Rs. 10,001 and Rs.15,001 and above. TABLE 4.6 MONTHLY INCOME OF THE RESPONDENTS S.No. 1 2 3 Monthly Income Below Rs. 10,000 Between Rs. 10,001 to 15, 000 Rs.15,001 and above Total Source: Primary data INTERPRETATION: The above table denotes the Monthly Income of the respondents. Out of the 200 respondents, 36% of the respondents are having a monthly income below Rs.10,000, 41% of the respondents having the monthly income between Rs. 10,001 and 15, 000 and remaining 23% of the respondents are having a monthly income Rs. 15,001 and above. Majority 41% of the respondents are having the monthly income between Rs. 10,001 to 15,000, who preferred and satisfied with Scooty Pep. No. of Respondents 36 41 23 100 Percentage (%) 36 41 23 100

53

54

BRAND PRESENT

PREFERENCE

OF

THE

RESPONDENTS

AT

In this study the brand of vehicle has been classified into three categories such as Scooty Teenz, Scooty Pep and Scooty Stero. TABLE 4.7 BRAND PREFERENCE OF THE RESPONDENTS AT PRESENT S.No. 1 2 3 Brand Scooty Teenz Scooty Pep Scooty Stero Total Source: Primary data INTERPRETATION: The above table revealed the brand preference of the respondents. Out of 100 respondents, 17% of the respondents have prefered Scooty Teenz, 68% of the respondents have prefered Scooty Pep and remaining 15% of the respondents have preferred Scooty Stero. Majority 68% of the respondents preferred the Scooty Pep. No. of Respondents 17 68 15 100 Percentage (%) 17 68 15 100

55

56

BEFORE BUYING VEHICLE DID YOU POSSES THE SAME COMPANY VEHICLE? In this study the respondents posses the same company vehicle has been classified into two categories such as Yes and No. TABLE 4.8 BEFORE BUYING VEHICLE DID YOU POSSES THE SAME COMPANY VEHICLE? S.No. 1 2 Yes No Total Source: Primary data INTERPRETATION: The above tables detect using of the same company vehicle before buying their own vehicle of the respondents. havent the same company vehicle. Majority 87% of the respondents before buying the vehicle didnt posse the same company vehicle. Out of 100 respondents, 13% of respondents say yes and 87% of the respondents Opinion No. of Respondents 13 87 100 Percentage (%) 13 87 100

57

58

POSSESSION OF ANY OTHER COMPANYS VEHICLE BEFORE PURCHASE OF SCOOTY PEP In this study the respondents posses categories such as Yes and No. TABLE 4.9 RESPONDENTS POSSESSION OF ANY OTHER COMPANYS VEHICLE BEFORE PURCHASE OF SCOOTY PEP S.No. 1 2 Yes No Total Source: Primary data INTERPRETATION: The above table showed whether respondents are in possession of any other companys vehicle before purchase of Scooty Pep. Out of 100 respondents, 35% of the respondents say yes and 65% of the respondents say no. Majority 65% of the respondents possessed any other companys vehicle before purchase of Scooty Pep. Opinion No. of Respondents 35 65 100 Percentage (%) 35 65 100 any other companys vehicle before purchase of this vehicle has been classified into two

59

60

REASON FOR CHANGING THE PREVIOUS BRAND In this study the respondents specification of the reason for changing the previous brand has been classified into four categories such as Low mileage, Low pick up, Engine and Others. TABLE 4.10 REASON FOR CHANGING THE PREVIOUS BRAND S.No. 1 2 3 4 Reason Low mileage Low pick up Engine Others Total Source: Primary data INTERPRETATION: The above table interprets the reason for changing the previous brand. Out of 100 respondents, 27% of the respondents stated the reason of low mileage, 18% of the respondents stated the reason of low pick up, 21% of the respondents stated Engine and remaining 34% of the respondents stated other reason. Majority 34% of the respondents stated other reasons for changing the previous vehicle. No. of Respondents 27 18 21 34 100 Percentage (%) 27 18 21 34 100

61

62

MODE OF BUYING THE VEHICLE In this study mode of buying the vehicle has been classified into two categories such as Cash and Loan. TABLE 4.11 MODE OF BUYING THE VEHICLE S.No. 1 2 Cash Loan Total Source: Primary data INTERPRETATION: The above table inferred mode of buying the vehicle Out of 100 respondents, 66% of the respondents buy the vehicle with cash mode, and 34% of the respondents buying the vehicle with loan mode. Majority of the respondents (66%) were buying the vehicle with ready cash. Mode of Buying No. of Respondents 66 34 100 Percentage (%) 66 34 100

63

64

HAVE YOU BOUGHT THE VEHICLE AS BRAND NEW OR SECOND-HAND. In this study the respondents have bought the vehicle has been classified into two categories such as Brand new and second - hand. TABLE 4.12 HAVE YOU BOUGHT THE VEHICLE AS NEW OR OLD ONE S.No. 1 2 Vehicle as Brand new Second hand Total Source: Primary data INTERPRETATION: The above table showed that 92% of the respondents were brought the vehicle as a new one and 8% of the respondents were brought it as Second hand. Majority 66% of the respondents were brought as a new one. No. of Respondents 92 8 100 Percentage (%) 92 8 100

65

66

PERIOD OF USAGE TWO WHEELER In this study, how long they are in possession of two-wheeler has been classified into four categories such as 3 years, 9 years, 6 years and 5 years. TABLE 4.13 PERIOD OF USAGE TWO WHEELER S.No. 1 2 3 4 Period of usage 3 Years 9 Years 6 Years 5 Years Total Source: Primary data INTERPRETATION: The above table indicates how long the respondents have possessed the two wheelers. Out of 100 respondents, 66% of the respondents possessed the vehicle 3 years, 18% of the respondents possessed the vehicle 9 years, 10% of the respondents possessed the vehicle 6 years and remaining 6% of the respondents possessed the vehicle 5 years. Majority 66% of the respondents are using the two wheelers for the period of 3 years. No. of Respondents 66 18 10 6 100 Percentage (%) 66 18 10 6 100

67

68

MODE OF MAINTENANCE In this study, the respondents mode of maintenance of their vehicle, has been classified into two categories such as Authorized mechanics and unauthorized mechanics. TABLE 4.14 MODE OF MAINTENANCE S.No. 1 2 Mode of Maintenance Authorized mechanics Unauthorized mechanics Total Source: Primary data INTERPRETATION: The above table shows the mode of maintenances of their vehicle. Out of 100 respondents, 94% of the respondents are maintaining with authorized mechanics and 6% of the respondents are maintaining vehicle with unauthorized mechanics. Majority 94% of the respondents are maintaing the vehicle with authorized mechanics. No. of Respondents 94 6 100 Percentage (%) 94 6 100

69

70

REASON

OF

MAINTENANCE

THROUGH

THE

AUTHORIZED MECHANIC In this study, reason of the maintenance of their vehicle is done through the authorized mechanic has been classified into five categories such as Genuine spares, delivery in time, minimum cost of service, more faith in service provided and proximity. TABLE 4.15 REASON OF MAINTENANCE THROUGH THE AUTHORIZED MECHANIC S.No. 1 2 3 4 5 Reason Genuine spares Delivery in time Minimum cost of service More faith in service provided Proximity No. of Respondents 22 33 11 29 5 100 Percentage (%) 22 33 11 29 5 100

Total Source: Primary data

The above table indicates that, reason of maintenance through the authorized mechanic. Out of 100 respondents, 22% of the respondents said the reason of genuine spares, 33% of the respondents said the reason is delivery in time, 11% of the respondents said feel mechanic is in minimum cost of service, 29% of the respondents got more faith in service provided and 5% of the respondents proximity. Majority 33% of the respondents said delivery in time through authorized mechanics is the main reason.

71

72

DISTANCE COVERED PER DAY In this study, distance covered per day has been classified into four categories such as less than 20km, 21 40 km, 41 60 km and More than 60 km. TABLE 4.16 DISTANCE COVERED PER DAY S.No. 1 2 3 4 Distance covered Less than 20km 21 40 km 41 60 km More than 60 km Total Source: Primary data INTERPRETATION: The above table clearly showed the distance covered per day of their owned vehicle. Out of 100 respondents, 50% of the respondents less than 20km, 43% of the respondents 21 40km, 4% of the respondents 41 60km and 3% of the respondents more than 60km. Majority 50% of the respondents travel less than 20 km covered per day. No. of Respondents 50 43 4 3 100 Percentage (%) 50 43 4 3 100

73

74

WHETHER THE VEHICLE USED BY OTHER FAMILY MEMBERS In this study, whether the vehicle used by other family members of the respondents has been classified into two categories such as Yes and No. TABLE 4.17 WHETHER THE VEHICLE USED BY OTHER FAMILY MEMBERS S.No. 1 2 Yes No Total Source: Primary data INTERPRETATION: The above table informed that, vehicle is used by other family members. Out of 100 respondents, 80% of the respondents said their vehicles are used by family members and 20% of the respondents said their vehicles are not used by other family members. Majority 80% of the respondents said were used by other family members. Used by other family members No. of Respondents 80 20 100 Percentage (%) 80 20 100

75

76

MONTHLY FUEL EXPENSES OF TWO-WHEELER In this study, a monthly petrol expense of two-wheeler has been classified into three categories such as up to Rs.300, Between Rs.301 Rs.500 and Between Rs.501 Rs.1000. TABLE 4.18 MONTHLY FUEL EXPENSES OF TWO-WHEELER S.No. 1 2 3 Petrol Expenses Up to Rs.300 Between Rs.301 Rs.500 Between Rs.501 Rs.1000 Total Source: Primary data INTERPRETATION: The above table depicts monthly petrol expenses. Out of 100 respondents, 28% of the respondents said petrol expenses are up to Rs.300, 67% of the respondents said petrol expenses are between Rs.301 Rs.500 and 5% of the respondents said petrol expenses are between Rs.501 Rs.1000. Majority 67% of the respondents said petrol expenses of vehicles are between Rs.301 Rs.500. No. of Respondents 28 67 5 100 Percentage (%) 28 67 5 100

77

78

OPINION ABOUT THE DESIGN OF THE VEHICLE In this study, the respondents opinion about the design of the vehicle has been classified into four categories such as Very good, good, satisfactory and bad. TABLE 4.19 OPINION ABOUT THE DESIGN OF THE VEHICLE S.No. 1 2 3 4 Very good Good Satisfactory Bad Total Source: Primary data INTERPRETATION: The above table indicates the, opinion about the design of the vehicle. Out of 100 respondents, 12% of the respondents opinion about the design of the vehicle is very good, 72% of the respondents opinion about the design of the vehicle is good, and 16% of the respondents opinion about the design of the vehicle is satisfactory. Majority 72% of the respondents opinion about the design of the vehicle is good. Opinion No. of Respondents 12 72 16 0 100 Percentage (%) 12 72 16 0 100

79

80

RESALE VALUE OF VEHICLE In this study, resale value of vehicle has been classified into four categories such as High, Medium, Low and No idea. TABLE 4.20 RESALE VALUE OF VEHICLE S.No. 1 2 3 4 High Medium Low No idea Total Source: Primary data The above table indicates that, resale value of vehicle. Out of 100 respondents, 7% of the respondents opinion about the resale value of the vehicle is high, 45% of the respondents opinion about the resale value of the vehicle is medium, 26% of the respondents opinion about the resale value of the vehicle is low price and 22% of the respondents opinion about the resale value of the vehicle has no idea. Majority 45% of the respondents opinion about the resale value of the vehicle is medium. Opinion No. of Respondents 7 45 26 22 100 Percentage (%) 7 45 26 22 100

81

82

CHAPTER V SUMMARY OF FINDINGS, SUGGESTIONS AND CONCLUSION

FINDINGS The major findings of the study are as follows: 60% of the respondents are in the age group of 18 to 35 years. 54% of the female respondents preferred and satisfied with Scooty Pep. 55% of the unmarried respondents preferred and satisfied with Scooty Pep. 38% of the respondents are Graduate preferred and satisfied with Scooty Pep. 47% of the respondents are Private Employees, who has preferred and satisfied with Scooty Pep. 41% of the respondents are having the monthly income Between Rs. 10,001 to 15,000, who has preferred and satisfied with Scooty Pep. 68% of the respondents preferred the Scooty Pep.

87% of the respondents before buying the vehicle did not possess the same company vehicle.

65% of the respondents possessed other companys vehicle before purchase of Scooty Pep. 66% of the respondents are buying the vehicle with ready cash.

83

 66% of the respondents are using the two-wheeler for the period of 3 years. 94% of the respondents maintained the vehicle with authorized mechanics. 33% of the respondents said delivery in time is the main reason for servicing the vehicle through the authorized mechanics. 50% of the respondents travel less than 20 km per day. 80% of the respondents said their vehicles were used by family members. 67% of the respondents said their petrol expenses of vehicles are between Rs.301 Rs.500 per month. 72% of the respondents opinioned that the design of the vehicle is good. 45% of the respondents opinioned that the resale value of the vehicle is moderate.

84

SUGGESTIONS Based on the major findings, the following suggestions are offered to make the study more worthy.
Most of the female respondents are using it for their personal use.

Hence it is imperative that the company may incorporate design features to facilitate the convenience of the female rider.
The company should introduce new models for their customers. The company has to make proper arrangements and liberalize the

loan facilities for credit purchase.

It is recommended to reduce the price of the vehicle because most

of the respondents are in the income group of less than Rs.10000 per month.
The company should increase the advertisement for this vehicle.

85

CONCLUSION This research is a fact finding and rewarding excise to the researcher. After analysing the various problems and findings, the researcher offered suitable suggestions for better consumer satisfaction. Even quality goods offered at a fair price will succeed, only when adequate awareness is created among the public about it. The study concluded that the performance of the Scooty Pep is good. To increase the sales the company may concentrate on the suggestion given in this report.

86

BIBLIOGRAPHY
BOOKS Philip Kotler. Principles of Marketing, Prentice hall of India Pvt., New Delhi.

C.B Gupta and Dr.Rajan Naiyar, Marketing Management, 8th edition,2006.

C.R.Kothari,Research Methodology, Vishwa Prakashan, New Delhi, 2003. S.P. Gupta, Statistical Methods

JOURNAL & MAGAZINES Journal of Marketing, April 2007.

Business Today, November 10th 2002, p.76. India Today, February 24th 2003. Business India, August 18th 2002.

Yojana, February 2001.

WEBSITES SURFED www.scootypep.com www.google.com www.yahoo.com www.wikipedia.com