A STUDY ON CUSTOMER SATISFACTION ON TVS BRANDS WITH REFERENCE TO T V & SONS

NAME : S.REMYA REG NO: 8PGO67

CUSTOMER SATISFACTION
Customer satisfaction may lead to brand loyalty,
every product of any kind of product should attach utmost important to creating customer

satisfaction

OBJECTIVES OF THE STUDY

To study about the customer satisfaction
of TVS products

To analyze the buying behaviour of the

customers

To analyze the factors influencing the

buying behaviour of the customers

SCOPE OF THE STUDY

The project completely studies about the
products of the TVS Company and

customer services rendered by them

LIMITATIONS OF THE STUDY

Limited time Respondents opinion may be biased Sample size is limited to 50 It is very difficult to measure the exact
level of satisfaction

RESEARCH METHODOLOGY
Primary data has been collected through the questionnaire to 50 respondents Secondary data has been collected through the books and websites

COMPANY PROFILE
TVS was established in 1911. The business activities include dealership for automobile vehicles, distribution of spares, Products for special applications like construction & material handling. In its desire to reach out to the customers directly, TVS & sons entered into the business of customer centric car services through its brand My TVS. MyTVS is an independent, multi brand and integrated after-market car services business with core value of relationship and trust. It provides car owners regular periodic maintenance services and complete car body repair facility through MyTVS all car service and provide emergency services (24x7).

TVS & SONS

GLOBAL BUSINESS: Business of sourcing precision quality automotive/industrial components & products from India and other leading competitive countries in Europe, UK & USA. GLOBAL SOURCING: It offers a comprehensive menu like supplies/supplier management, product/process audits, warehousing solutions combining the capabilities of TVS logistics services ltd

VISION
To maintain cumulative growth in sales
To implement its focused and improved
value engineering program to reduce costs

To enhance quality

TABLE SHOWING CLASSIFICATION OF AGE

AGE OF THE RESPONDENTS
AGE
15-24 25-35 35&AB OVE RESPONDENT 26 16 8 PERCENTAGE 52 32 16

30 25 20 15 15-24 25-35 35&ABOVE

INFERENCE: From the table we find that the respondents belonging to the age group of 15-24 is 52%. 32% of the respondents belong to 25-35 age group and the remaining 16% of the respondents come under 35 & above age

10 5 0 15-24 25-35 35&ABOVE

TABLE SHOWING THE OCCUPATION OF THE RESPONDENTS

OCCUPATION
STUDENT

RESPONDENT
36

PERCENTAGE

C H A R T SH O W I N G O C C U P A T I O N
72

HOUSE WIFE

18

EMPLOYED

10

STUDENT HOUSE WIFE

INFERENCE: From the table we infer that 72% of the respondents are students, 18% of the respondents are house wives & 10% of the respondents are employed women

EMPLOYED

TABLE SHOWING THE MOST USED TWO WHEELER

TWO WHEELER SCOOTY PEP STREAK TEENZ CHAMP SCOOTY ES RESPONDENT 25 13 4 3 5 PERCENTAGE 50 26
10%

CHART SHOWING THE MOST USED TWO-WHEELER BY THE RESPONDENTS

8 6 10
8%

6%

50%

INFERENCE: From the table we infer that 50% of respondents use scooty pep.26% of respondents use streak. 8% of respondents use teenz, 6% of respondents use champ & 10% of respondents use scooty es.

scooty pep streak teenz champ es

the the the the the

26%

TABLE SHOWING THE FACTORS INFLUENCING THE BUYING BEHAVIOUR

FACTORS PRICE STYLE MILEAGE MAINTANENC E FUEL EFFICIENCY RESPONDENT 8 12 15 12 3 PERCENTAGE 16 24 30 24 6

INFERENCE: From the above table we infer that mileage constitutes 30% , style and maintenance of the vehicle constitute 24% of the respondents. Price constitutes 16% and fuel efficiency constitutes 6%

TABLE SHOWING THE SATISFACTION OF AFTER SALES SERVICE

PARTICULARS HIGHLY SATISFIED SATISFIED CAN IMPROVE RESPONDENT 10 20 20 PERCENTAGE 20

AFTER SALES SERVICE

20 20 20

40 40

15 10 10 HIGHLY SATISFIED SATISFIED CAN IMPROVE

INFERENCE: From the table we infer that 20% feel highly satisfied, 40% of the respondents are satisfied with the service and 40% of the respondents feel that after sales service should be improved.

5 0 HIGHLY SATISFIED CAN SATISFIED IMPROVE

TOOLS APPLIED:
I have used CHI SQUARE Test for analyzing the findings of the study. The result of the analysis shows There is no significant difference between the factors influencing the buying pattern & quality of the product.

FINDINGS
Most of the customer feel that the fuel efficiency
of the vehicles need to be improved Most of the customer feel that the mileage of the two wheelers is satisfactory We also find that TVS should improvise on the advertising of the brand. We find that the intimation of the date of after sales service is given to the customers. The customer face problem with storage space

SUGGESTIONS
The TVS company has to concentrate on
mileage of the two wheelers which is only 35 cc. The brand has to improve the baggage provisions Proper after sales service & intimation of date can help the company to retain their customer It can add some additional safety features like hand bar lock etc The TVS company has to concentrate more on

CONCLUSION
The organization should concentrate on
the mileage & after sales service. The company should take periodical advertising to retain its existing customers and to acquire new customers.

THANK YOU