A STUDY ON CUSTOMER SATISFACTION TOWARDS CAR SERVICE AT MANICKBAG AUTOMOBILS
EXICUTIVE SUMMARY Tata Motors Limited is India's largest automobile company, with revenues of Rs. 32,426 crores (USD 7.2 billion) in 2006-07. It is the leader by far in commercial vehicles in each segment, and the second largest in the passenger vehicles market with winning products in the compact, midsize car and utility vehicle segments. The company is the world's fifth largest medium and heavy commercial vehicle manufacturer, and the world's second largest medium and heavy bus manufacturer. Established in 1945, Tata Motors' presence indeed cuts across the length and breadth of India. Over 4 million Tata vehicles ply on Indian roads, since the first rolled out in 1954. The company's manufacturing base is spread across India - Jamshedpur (Jharkhand) in the east, Pune (Maharashtra) in the west, and in the north in Lucknow (Uttar Pradesh) and Pantnagar (Uttarakhand). A new plant is being set up in Singur (close to Kolkata in West Bengal) to manufacture the company's small car. The nation-wide dealership, sales, services and spare parts network comprises over 2,000 touch points. The company also has a strong auto finance operation, TML Financial Services Limited, supporting customers to purchase Tata Motors vehicles.
ABOUT THE TOPIC: 1. Statement of the problem. A STUDY ON CUSTOMER SATISFACTION TOWARDS CAR SERVICE AT MANICKBAG AUTOMOBILS & to measure the satisfaction level and attitude of the customers towards the car service provided at Manickbag automobiles Development of an effective business strategy for educating the prospective customer through the survey, however, the services parameters, & the relation with the customer’s attitude towards purchase of the service are the priorities area of study that are included Understanding the latest technology adopted in the service station , Identifying and studying the domain of the service. Analyzing the need of the customer. Babasabpatilfreepptmba.com
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A STUDY ON CUSTOMER SATISFACTION TOWARDS CAR SERVICE AT MANICKBAG AUTOMOBILS
2. Need for study: As the market for the automobile is having the huge accelerating growth in the Indian market, to check out the demand for the sophisticated service in future, analyzing other driven areas where the service might be in need , to check the satisfaction level and attitude of the customers towards service 3. Study Objective. To identify the key purchase drivers To understand the new needs from the customers about the service provided To retain the present customer. 4. Proposed outcome or benefits of the study. After studying we come to know regarding the future requirement in the service of entirely new segment in cars coming in the recent future to the Indian market, what were the purchasing behaviors of the customers when buying the service & their requirement from the service providers. Selection of data collection method 1. Survey:
Personal Interview of customer
2. Measurement Technique:
Questionnaire
3. Method of analysis:
Simple Percentage Method, tabulation, etc
4. Sample Size:
100
DATA COLLECTION METHOD: 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. Secondary data: Secondary data collected from distributors, company people, guide line book and internet.
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A STUDY ON CUSTOMER SATISFACTION TOWARDS CAR SERVICE AT MANICKBAG AUTOMOBILS
BRIEF FINDINGS: •
Out of total sample taken 46% respondents are Indica car users, 22% are Indigo car users, 7% are Fiat car users, 11% are Safari users and remaining 14% are Sumo users.
•
Among the car owners 17% are influenced by Brand image of the car, 43% are influenced by Economy of the vehicle, 17% are influenced by brand image of the company, 14% are influenced by Aesthetics of the vehicle and remaining 9% are influenced by Power of the vehicle.
•
100% of Manickbag customers are aware of post services provided by the company.
•
All customers of Manickbag automobiles are guided about the use and maintenance of the vehicle.
•
93% of customers are obeyed that the service advisor attends them in reasonable time i.e. 15 minutes and the remaining 7% are not obeyed.
•
While customer is in free servicing 69% of them are satisfied with the service given and 25% are neutral about the service and the remaining 6% are unsatisfied while they are under free service.
•
All customers of Manickbag automobiles are satisfied with the car which they are presently using.
•
All customers are aware of new services provided by Manickbag automobiles.
•
Among total sample 78% are willing to pay more charges for the service provided by the company and remaining 22% are not willing to pay more charges except the present charges.
•
Out of total customers 82% of them are satisfied with the service charges paid to the Manickbag and remaining are neutral with the service given after free service is over.
LIMITATIONS: Sample size is small. All the practical experiences can not be put on the paper.
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A STUDY ON CUSTOMER SATISFACTION TOWARDS CAR SERVICE AT MANICKBAG AUTOMOBILS
RECOMMENDATIONS: The company has to upgrade the service station to improve the technical feasibility for servicing the cars in shortest possible time available. The requirements of the customers are to be checked at very regular interval of time to satisfy the customer with the new requirement in the service offered and to improve service. Educating the customers using different channels of advertising to make the customers aware about the present and newly introduced services offered at the service station. CONCLUSION:
Entire auto sector is booming in the country. India is becoming attractive destination for the most of the top auto players of the world, General Motors, Honda, Hyundai, BMW, Mercedes etc.
The auto manufactures, who are trying to understand the requirement of the Indian middle class customers in purchasing and maintaining the car the owners have to come to the stand still conduction that there is a large middle class segment to be trapped and the demand is same low cost high fuel efficiency cars. A part from manufacturing the cars to maintenance of the car at minimum monthly cost in terms of serving the cars also gaining significant importance in the automobile sector.
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AUTOMOBILE INDUSTRY PROFILE
In India there are 100 people per vehicle, while this figure is 82 in China. It is expected that Indian automobile industry will achieve mass motorization status by 2014. Industry Overview Since the first car rolled out on the streets of Mumbai (then Bombay) in 1898, the Automobile Industry of India has come a long way. During its early stages the auto industry was overlooked by the then Government and the policies were also not favorable. The liberalization policy and various tax reliefs by the Govt. of India in recent years have made remarkable impacts on Indian Automobile Industry. Indian auto industry, which is currently growing at the pace of around 18 % per annum, has become a hot destination for global auto players like Volvo, General Motors and Ford. A well developed transportation system plays a key role in the development of an economy, and India is no exception to it. With the growth of transportation system the Automotive Industry of India is also growing at rapid speed, occupying an important place on the 'canvas' of Indian economy. Today Indian automotive industry is fully capable of producing various kinds of vehicles and can be divided into 03 broad categories: Cars, two-wheelers and heavy vehicles. Snippets •
The first automobile in India rolled in 1897 in Bombay.
•
India is being recognized as potential emerging auto market.
•
Foreign players are adding to their investments in Indian auto industry.
•
Within two-wheelers, motorcycles contribute 80% of the segment size.
•
Unlike the USA, the Indian passenger vehicle market is dominated by cars (79%).
•
Tata Motors
dominates over 60% of the Indian commercial vehicle market.
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•
2/3rd of auto component production is consumed directly by OEMs.
•
India is the largest three-wheeler market in the world.
•
India is the largest two-wheeler manufacturer in the world.
•
India is the second largest tractor manufacturer in the world.
•
India is the fifth largest commercial vehicle manufacturer in the world.
•
The number one global motorcycle manufacturer is in India.
•
India is the fourth largest car market in Asia - recently crossed the 1 million mark.
Segment Among the two-wheeler segment, motorcycles have major share in the market. Honda
Hero
contributes 50% motorcycles to the market. In it Honda holds 46% share in
scooter and TVS makes 82% of the mopeds in the country. 40% of the three-wheelers are used as goods transport purpose. Piaggio holds 40% of the market share. Among the passenger transport, Bajaj is the leader by making 68% of the three-wheelers. Cars dominate the passenger vehicle market by 79%.
Maruti
Suzuki has 52% share in
passenger cars and is a complete monopoly in multi purpose vehicles. In utility vehicles Mahindra holds 42% share. In commercial vehicle,
Tata Motors
dominates the market with more than 60% share.
Tata Motors is also the world's fifth largest medium & heavy commercial vehicle manufacturer. Miscellaneous Hyderabad the Hi-Tech City, is going to come up with the first automobile mall of the country by the second half of 2008. It would be set up by city-based Prajay Engineers Syndicate in area of more than 35 acres. This 'Autopolis' would have facilities for automobile financing institutions and insurance services to create a complete range of services required for both
auto companies
and customers. It will also have a multi-
purpose convention centre for auto fairs and product launches.
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INDIAN AUTOMOBILE HISTORY During the 1920s, cars exhibited design refinements such as balloon tires, pressedsteel wheels, and four-wheel brakes. In Brief The origin of automobile is not certain. In this section of automobile history, we will only discuss about the phases of automobile in the development and modernization process since the first car was shipped to India. We will start automotive history from this point of time. The
automobile industry
has changed the way people live and work. The earliest of
modern cars was manufactured in the year 1895. Shortly the first appearance of the car followed in India. As the century truned, three cars were imported in Mumbai (India). Within decade there were total of 1025 cars in the city. The dawn of automobile actually goes back to 4000 years when the first wheel was used for transportation in India. In the begining of 15th century Portuguese arrived in China and the interaction of the two cultures led to a variety of new technologies, including the creation of a wheel that turned under its own power. By 1600s small steam-powered engine models was developed, but it took another century before a full-sized engine-powered vehicle was created. The actual horseless carriage was introduced in the year 1893 by brothers Charles and Frank Duryea. It was the first internal-combustion motor car of America, and it was followed by Henry Ford's first experimental car that same year. One of the highest-rated early luxury automobiles was the 1909 Rolls-Royce Silver Ghost that featured a quiet 6-cylinder engine, leather interior, folding windscreens and hood, and an aluminum body. It was usually driven by chauffeurs and emphasis was on comfort and style rather than speed. During the 1920s, the cars exhibited design refinements such as balloon tires, pressedsteel wheels, and four-wheel brakes. Graham Paige DC Phaeton of 1929 featured an 8-cylinder engine and an aluminum body. Babasabpatilfreepptmba.com
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The 1937 Pontiac De Luxe sedan had roomy interior and rear-hinged back door that suited more to the needs of families. In 1930s, vehicles were less boxy and more streamlined than their predecessors. The 1940s saw features like automatic transmission, sealed-beam headlights, and tubeless tires. The year 1957 brought powerful high-performance cars such as Mercedes-Benz 300SL. It was built on compact and stylized lines, and was capable of 230 kmh (144 mph). This was the Indian automobile history, and today modern cars are generally light, aerodynamically shaped, and compact. INDUSTRY INVESTMENT: According to Commerce Minister Kamal Nath, India is an attractive destination for global auto giants like BMW, General Motors, Ford and Hyundai who were setting base in India, despite the absence of specific trade agreements. Current Scenario •
On the cost front of Indian automobile industry, OEMs are eyeing India in a big way, investing to source products and components at significant discounts to home market.
•
On the revenue side, OEMs are active in the booming passenger car market in India.
Overview •
By 2010, India is expected to witness over Rs 30,000 crore of investment.
•
Maruti Udyog
•
Hyundai
•
Tata Motors
•
General Motors
•
Ashok Leyland and Tata Motors have each announced over Rs 1,000 crore of
has set up the second car with an investment of Rs 6,500 crore.
will bring in more than Rs 3,800 crore to India. will be investing Rs 2,000 crore in its small car project. will be investing Rs 100 crore and Ford about Rs 350 crore.
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Why India? The economy of India is emerging. The following table shows the ranking of India in the past four years. Rank
2005
2004
2003
2002
1
China
China
China
China
2
India
Thailand
Thailand
Thailand
3
Thailand
India
USA
USA
4
Vietnam
Vietnam
Vietnam
Indonesia
5
USA
USA
India
Vietnam
6
Russia
Russia
Indonesia
India
7
Korea
Indonesia
Korea
Korea
Twin Advantages: •
Scaling costs
•
Optimizing resources
Note: Excellent source for IT based engineering solutions - for products & process integration. Facts & Figures: The
automobile industry
in India is on an investment overdrive. Be it passenger car or
two-wheeler manufacturers, commercial vehicle makers or three-wheeler companies everyone appears to be in a scramble to hike production capacities. The country is expected to witness over Rs 30,000 crore of investment by 2010. Over the next one year, some 20 new cars will be seen on Indian roads. Take note of this, Maruti Udyog is coming up with new Zen and the diesel version of Swift during the next few months.
Hyundai
will also be unmasking the Verna and a brand new diesel
car. General Motors will be launching a mini and may be a compact car. Most of the companies have made their intentions clear. Maruti Udyog has set up the second car plant with a manufacturing capacity of 2.5 lakh units per annum for an investment of Rs 6,500 crore (Rs 3,200 crore for diesel engines and Rs 2,718 crore for Babasabpatilfreepptmba.com
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A STUDY ON CUSTOMER SATISFACTION TOWARDS CAR SERVICE AT MANICKBAG AUTOMOBILS
the car plant itself). Hyundai and
Tata Motors
have announced plans for investing a
similar amount over the next 3 years. Hyundai will bring in more than Rs 3,800 crore to India; Tata Motors will be investing Rs 2,000 crore in its small car project. General Motors will be investing Rs 100 crore,
Ford
about Rs 350 crore and
Toyota
announced modest expansion plans even as Honda Siel has earmarked Rs 3,000 crore over the next decade for India - a sizeable chunk of this should come by 2010 since the company is also looking to enter the lucrative small car segment. Some new entrants will also taste the water. They are the big names in passenger cars like Citroen, Volkswagen AG, Nissan (separately, apart from its tie-up with
Suzuki),
Alfa Romeo, Maserati, Land Rover and Aston Martin. Talking about the commercial vehicle segment, Ashok Leyland and Tata Motors have each announced well over Rs 1,000 crore of investment.
Mahindra & Mahindra's
joint
venture with International Trucks is expected to see an infusion of at least Rs 500 crore. In two-wheelers segment, Chinese bike major Lifan and the iconic US brand HarleyDavidson are expected to enter India soon. manufacturing plant.
Bajaj Auto
and
Hero Honda
TVS Motors
is about to establish its fourth
are moving to the excise-free zones of
Himachal Pradesh and Uttaranchal for putting up new capacity.
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INDIAN AUTOMOBILE INDUSTRY GROWTH: The passenger car and motorcycle segment in Indian auto Industry is growing by 8-9 per cent. Current Scenario •
The Indian automobile industry crossed a landmark with total vehicle production of 10 million units.
•
Car sales was 8,82,094 units against 8,20,179 units in 2004-05.
•
The two-wheeler market grew by 13.6 per cent with 70,56,317 units against 62,09,765 units in 2004-05.
•
Commercial vehicles segment grew at 10.1 per cent with 3,50,683 units against 3,18,430 units in 2004-05.
Overview •
India, sourcing base for global auto majors.
•
Passenger car and motorcycle segment is set to grow by 8-9%.
•
The two-wheeler segment will clock 11.5% rise by 2007.
•
Commercial vehicle to grow by 5.2 per cent.
•
Estimated component market size is US$ 6.7 bn.
Facts & Figures India, in auto sector, is turning to be a sourcing base for the global auto majors. The passenger car and the motorcycle segment is set to grow by 8-9 per cent in coming couple of years, says the ICRA report. The industry is likely to maintain the growth momentum picked up in 2002-03. The ICRA's analysis points on the auto sector that the passenger car market in the country was inching towards cars with higher displacements. The sports-utilityvehicle (SUV) that was getting crowded everyday, would witness intense competition as many SUVs had been competitively priced, the report said. Honda, Suzuki, General Motors
and
Hyundai,
the global automakers had already launched
their premium SUVs in the market to broaden their portfolio and create product Babasabpatilfreepptmba.com
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excitement in the segment estimated at about 10,000 units annually. In the two-wheeler segment, according to the report, the motorcycles would clock 11.5 per cent rise during 2004-2007 over its siblings-scooters and mopeds. Scooters sales would decelerate and mopeds would also see the same. Overseas market would present huge opportunities for the two-wheeler makers. The commercial vehicles are likely to grow at a CAGR of 5.2 per cent. Heavy commercial vehicles market would rise at 5.5 per cent and sales of light buses and trucks would achieve 4.7 per cent growth. For the tractors, the report predicts a growth at 4.6 per cent. Indian Auto Market Growth for the year 2005-06 •
The domestic
automobile industry
sales grew 12.8 per cent at 89,10,224 units as
against 78,97,629 units in 2004-05. •
The automotive industry crossed a landmark with total vehicle production of 10 million units.
•
According to the Society of Indian Automobile Manufacturers (SIAM), car sales was 8, 82,094 units against 8,20,179 units in 2004-05.
•
The growth of domestic passenger car market was 7.5 per cent
•
Car exports stood at 1, 70,193 units against 1, 60,670 units in 2004-05.
•
The two-wheeler segment, the market grew by 13.6 per cent with 70, 56,317 units against 62, 09,765 units in 2004-05.
•
Motorcycles had the upward march, 17.1 per cent in domestic market touching 58, 15,417 units against 49, 64,753 units in 2004-05.
•
Scooter segment grew by 1.5 per cent, fall at 9, 08,159 units against 9, 22,428 units in 2004-05.
•
Commercial vehicles segment grew at 10.1 per cent with 3, 50,683 units against 3, 18,430 units in 2004-05.
•
Medium and heavy commercial vehicles managed a growth of 4.5 per cent against 23 per cent growth in the year ended March 31, 2005.
•
Light commercial vehicles sales growth was 19.4 per cent at 1, 43,237 units against 1, 19,924 units in 2004-05.
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•
Three-wheelers sales rose by 17 per cent at 3, 60,187 units against 3, 07,862 units in 2004-05.
Auto Component Market The Indian auto parts industry is significantly fragmented with a large number of players having a turnover of less than US$10 million per year. The industry directly employs about 2, 50,000 people and has an annual turnover over US$ 56.3 billion. •
Estimated market size - US$ 6.7 bn
•
Estimated market size by 2012 - US$ 17 bn
•
Projected CAGR - 15%
Note: Nearly two-thirds of the auto component production is consumed directly by Original Equipment Manufacturers (OEMs). Market Advantage •
Fast paced urbanization to rise from 28% to 40% by 2020.
•
Upward migration of household income levels.
•
Middle class expanding by 30-40 million every year.
•
Growing working population.
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VEHICLE PRODUCTION IN INDIA: India is the 11th largest Passenger Cars producing countries in the world and 4th largest in Heavy Trucks Indian Market Analysts are jubilant over the fact that India has the fastest growing automobile industry (passenger cars segment) in the world today. This is seen as the result of rapid increase of middle-class population in the country combined with the government's pro-development policies. The findings of International Organization of Motor Vehicle Manufacturers revealed that in India the car production had grown to 30% in 2004, thus leading the table, Brazil came a distant second with the increase of 17%.
Automobile Industry
is the largest industry in India with an impressive growth in the last
two decades. The reason behind the growth was abolition of licensing in 1991 and permitting automatic approval and successive liberalization of the sector. According to estimation the compound annual growth rate (CAGR) of Indian Automobile sales will grow at 9.5% and will touch a mark of 13,008 million by 2010. The figure for FY05 was 8.45 million units. To tap this large opportunity, the Indian Auto Companies
along with the global giants have announced huge expansion plans.
Maruti Udyog Ltd. was the largest 4-Wheelers producer in 2005-06 followed by Motors. Hyundai
Tata
did well but the difference was nearly half of Tata Motors.
Current Scenario •
The growth rate of Passenger Cars in 2004 was 30% in India where as the average growth rate of top 12 Passenger Cars producing countries were just 5.1%. In Heavy Trucks it was 32% and 14.6% respectively.
•
Component industry's growth was only 9% between 1997-2000. But between 2000-2005 it has grown to 20%. It is projected 17% between 2005-2014.
Overview
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•
Largest industry in India.
•
By 2010 there will be 13,008 million cars.
•
Maruti Udyog Ltd.
is the leading 4-wheelers manufacturer.
Production of 4-Wheelers
Types of Vehicle Passenger Vehicles Utility Vehicles Multipurpose Vehicles Total
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2002-03 557400 114470 51450 723320
2003-04 782550 146330 60670 989550
2004-05 960480 182020 67370 129870
2005-06 1045880 196380 66665 1308925
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CAR STATISTICS INDIA The Indian automotive industry is the 2nd fastest growing in the world. About 8 million vehicles are produced annually in this country toady. During 2005-2006, India has emerged as the 3 rd largest market in the Asia Pacific Region. With various car manufacturing companies setting up their units in different parts of the country, the production of the cars will increase at a very fast rate. The car statistics indicate that India will soon become one of the top 10 car manufacturing countries , leaving behind the U.K. Car statistics also show that by the end of the fiscal year 2006-2007, the car production capacity in India will exceed the mark of 2 million. Thus, the production of cars will increase by 70% from the present capacity of 1.2 million. The domestic sales of passenger cars have increased significantly over the years. A graphical representation of the domestic sale of cars will give you an insight about the present market situation prevailing in the country:
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In the recent years, India has emerged as one of the major bases for manufacturing small passenger cars. At present the Indian automotive industry boasts of being the 3rd largest manufacturer of small cars. According to the car statistics almost 70 % of the cars sold in this country come under the segment of small cars. A number of car manufacturers like: Maruti Udyog, Tata Motors, Hyundai, Honda, Ford, Hindustan Motors, Fiat, General Motors etc offer various new model of cars now and then. It is expected that the various automobile manufacturers will be investing about $ 5 billion in India, between 2005-2010. As per the car statistics, export of passenger cars from India has also grown considerably over the last decade. A graphical representation of car export trend will help you to make an in-depth analysis of the present status of the Indian automotive industry:
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With new strategies being implemented and more investments being made in Indian automotive industry the production as well as the domestic sale and exports will increase substantially. A graphical representation of the total sale trend of passenger cars (including the domestic sale and exports) is given below:
To know more about car statistics and matters related to automobiles, do browse through the pages of automobileIndia.com. India definitely is shining; with a GDP that is sparkling at over 8 per annum the country certainly is on the right course. The automobile exports are at an all time high as was indicated by Society of Indian automobile Manufacturers in a report released in 2006. According to the report, the passenger car segment saw a rise of 9% in January 2006. Babasabpatilfreepptmba.com
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The following table will provide a clear picture of the rapid rise of automobile Export in India. Types of Vehicle
2002-03
2003-04
2004-05
2005-06
Passenger Vehicles
70250
125300
160650
170200
Utility Vehicles
1180
3050
4510
4490
Multipurpose Vehicles
570
915
1225
1100
Total
72000
129265
166385
175790
Analysis of Indian Exports: Strengths •
Cost competitiveness in terms of labor and raw material.
•
Established manufacturing base. Economics of scale due to domestic market.
•
Potential to harness global brand image of the parent company.
•
Global hub policy for small car like Hyundai, Suzuki, etc.
Weakness •
Perception about quality.
•
Infrastructure bottlenecks.
Opportunities •
Huge export markets such as Europe, America, Africa, and others for Indian cars.
Threats •
China, Malaysia, Thailand, etc.
•
Many other countries also have strategies for export promotion.
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Export Imperatives: Internal Factors: •
Attaining high quality for global standards.
•
Continuous cost reduction for global competitiveness.
•
Supply chain management (logistics).
•
Attaining economies of scale & scope.
External Factors: •
Improve infrastructure (ports, roads, etc).
•
Improve EXIM regulations. VEHICLE DISTRIBUTION IN INDIA
Maharashtra has maximum number of registered vehicles in India. Overview In this section we will discuss about distribution of vehicles in Indian States and Union Territories. If we look at the graph of vehicle distribution by area, we will learn that in Maharashtra, maximum number of vehicles ply. Check yourself from the following details. Non-Transport Vehicles in States •
Maharashtra has the most number of vehicles followed by Tamil Nadu and Gujarat the figures are 8133837, 8004982 and 6508397 units respectively.
•
In cars, Maharashtra leads the path with 831261 registered cars and next to it is Tamil Nadu and Gujarat having 690271 and 504801 registered units respectively.
•
In two-wheelers, Tamil Nadu has registered the maximum units, 6260093.
Transport Vehicles in States •
Maharashtra is the leader once again with a total of 1066610 registered vehicles.
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•
In Light Motor Vehicles for goods Maharashtra has registered 228157 vehicles; Tamil Nadu with 195069 vehicles holds the second position.
•
In Light Motor Vehicles for passengers, Maharashtra tops by having 463550 units and Kerala follows with 276244 units.
•
Most number of taxis ply is Tamil Nadu which is followed by Kerala and then by Maharashtra. The figures are 110080, 108503 and 94920 units respectively.
Non Transport Vehicles in Union Territories •
Total non-transport vehicles in the Indian Union Territories are 4669433.
•
Delhi has the maximum registered non-transport vehicles plying, 3751582. Next is Chandigarh with 548790 and Pondicherry with 275422 registered vehicles.
Transport Vehicles in Union Territories •
Total numbers of transport vehicles in the Indian Union Territories are 6999998.
•
Delhi has the maximum registered transport vehicles plying, 219288. Next is Pondicherry with 17054 and Chandigarh with 12985 registered vehicles.
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COMPANY PROFILE Tata Motors Limited is India's largest automobile company, with revenues of Rs. 32,426 crores (USD 7.2 billion) in 2006-07. It is the leader by far in commercial vehicles in each segment, and the second largest in the passenger vehicles market with winning products in the compact, midsize car and utility vehicle segments. The company is the world's fifth largest medium and heavy commercial vehicle manufacturer, and the world's second largest medium and heavy bus manufacturer. The company's 22,000 employees are guided by the vision to be "best in the manner in which we operate, best in the products we deliver, and best in our value system and ethics." Tata Motors helps its employees realize their potential through innovative HR practices. The company's goal is to empower and provide employees with dynamic career paths in congruence with corporate objectives. All-round potential development and performance improvement is ensured by regular in-house and external training. The company has won several awards recognizing its training programmes. Established in 1945, Tata Motors' presence indeed cuts across the length and breadth of India. Over 4 million Tata vehicles ply on Indian roads, since the first rolled out in 1954. The company's manufacturing base is spread across India - Jamshedpur (Jharkhand) in the east, Pune (Maharashtra) in the west, and in the north in Lucknow (Uttar Pradesh) and Pantnagar (Uttarakhand). A new plant is being set up in Singur (close to Kolkata in West Bengal) to manufacture the company's small car. The nation-wide dealership, sales, services and spare parts network comprises over 2,000 touch points. The company also has a strong auto finance operation, TML Financial Services Limited, supporting customers to purchase Tata Motors vehicles. Tata Motors, the first company from India's engineering sector to be listed in the New York Stock Exchange (September 2004), has also emerged as an international automobile company. In 2004, it acquired the Daewoo Commercial Vehicles Company, Korea's second largest truck maker. The rechristened Tata Daewoo Commercial Vehicles Company has launched several new products in the Korean market, while also exporting these products to several international markets. Today two-thirds of heavy commercial vehicle exports out of South Korea are from Tata Babasabpatilfreepptmba.com
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Daewoo. In 2005, Tata Motors acquired a 21% stake in Hispano Carrocera, a reputed Spanish bus and coach manufacturer, with an option to acquire the remaining stake as well. Hispano's presence is being expanded in other markets. In 2006, it formed a joint venture with the Brazil-based Marcopolo, a global leader in body-building for buses and coaches to manufacture fully-built buses and coaches for India and select international markets. Tata Motors also entered into a joint venture in 2006 with Thonburi Automotive Assembly Plant Company of Thailand to manufacture and market the company's pickup vehicles in Thailand. In 2006, Tata Motors and Fiat Auto formed an industrial joint venture at Ranjangaon (near Pune in Maharashtra, India) to produce both Fiat and Tata cars and Fiat powertrains for the Indian and overseas markets; Tata Motors already distributes and markets Fiat branded cars in India. In 2007, Tata Motors and Fiat Auto entered into an agreement for a Tata license to build a pick-up vehicle bearing the Fiat nameplate at Fiat Group Automobiles' Plant at Córdoba, Argentina. The pick-up will be sold in South and Central America and select European markets. These linkages will further extend Tata Motors' international footprint, established through exports since 1961. While currently about 18% of its revenues are from international business, the company's objective is to expand its international business, both through organic and inorganic growth routes. The company's commercial and passenger vehicles are already being marketed in several countries in Europe, Africa, the Middle East, Australia, South East Asia and South Asia. It has assembly operations in Malaysia, Kenya, Bangladesh, Ukraine, Russia and Senegal. The foundation of the company’s growth is a deep understanding of economic stimuli and customer needs, and the ability to translate them into customer-desired offerings through leading edge R&D. The R&D establishment includes a team of 1400 scientists and engineers. The company's Engineering Research Centre was established in 1966, and has facilities in Pune, Jamshedpur and Lucknow. The ERC has enabled pioneering technologies and products. It was Tata Motors, which developed the first indigenously developed Light Commercial Vehicle, India's first Sports Utility Vehicle and, in 1998, the Tata Indica, India's first fully indigenous passenger car. Within two years of launch, Tata Indica became India's largest selling car in its segment. The ERC in Pune, among whose facilities are India's only Babasabpatilfreepptmba.com
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certified crash-test facility and hemi-anechoic chamber for testing of noise and vibration, has received several awards from the Government of India. Some of the more prominent amongst them are the National Award for Research and Development Efforts in Industry in the Mechanical Engineering Industries sector in 1999, the National Award for Successful Commercialisation of Indigenous Technology by an Industrial Concern in 2000, and the CSIR Diamond Jubilee Technology Award in 2004. The company set up the Tata Motors European Technical Centre (TMETC) in 2005 in the UK. TMETC is engaged in design engineering and development of products, supporting Tata Motors' skill sets. Tata Daewoo Commercial Vehicle Company and Hispano Carrocera also have R&D establishments at Gunsan in South Korea and Zaragoza in Spain. The pace of new product development has quickened through an organisation-wide structured New Product Introduction (NPI) process. The process with its formal structure for introducing new vehicles in the market, brings in greater discipline in project execution. The NPI process helped Tata Motors create a new segment, in 2005, by launching the Tata Ace, India’s first indigenously developed mini-truck. The years to come will see the introduction of several other innovative vehicles, all rooted in emerging customer needs. Besides product development, R&D is also focussing on environment-friendly technologies in emissions and alternative fuels. Through its subsidiaries, the company is engaged in engineering and automotive solutions, construction equipment manufacturing, automotive vehicle components manufacturing and supply chain activities, machine tools and factory automation solutions, high-precision tooling and plastic and electronic components for automotive and computer applications, and automotive retailing and service operations. True to the tradition of the Tata Group, Tata Motors is committed in letter and spirit to Corporate Social Responsibility. It is a signatory to the United Nations Global Compact, and is engaged in community and social initiatives on labour and environment standards in compliance with the principles of the Global Compact. In
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accordance with this, it plays an active role in community development, serving rural communities adjacent to its manufacturing locations. With the foundation of its rich heritage Tata Motors today is etching a refulgent future. Tata Motors (Previously known as Tata Engineering and Locomotive Co) is the youngest passenger car company in the world. It was established in the year 1945. Initially, they were into the manufacturing of trains. However, Tata motor is solely responsible for showcasing India's automotive industry to the rest of the world. It did so by designing and developing its own indigenous cars and thus placing India on the world automobile map. Tata Motors much like its parent company (Tata Group) has far fetched vision and always thrives for excellence. It was established with a vision of becoming a global car manufacturer from India. And today, it has indeed achieved its feat of becoming a global player in the automobile industry. It has a wide range of automobiles varying from commercial vehicles to passenger vehicles to multi-utility vehicle etc. Tata Motors is very committed to issues like Corporate Social Responsibility, Human Rights, Labour, and Environmental Standards. They are partners to the United Nations Global Compact. Tata Motors is India's largest automobile company and the sixth biggest commercial vehicle manufacturer in the world. In the year 2004, it became the first Indian Engineering Company to be listed in the New York Stock Exchange. The company had earned revenue of Rs 24,000 crores for the financial year of 2005-06. Hence, making its' presence felt on the Indian roads on a regular basis. Since, 1954 (when the first Tata vehicle was launched) till today, over 3.5 million Tata vehicles ply on the Indian roads. Today, Tata is a global player having markets in Europe, Africa, South Asia, South East Asia, Middle East and Australia. This leap in the global market started from 1961. Once, the export division was established. Tata Motors initially started by manufacturing trucks by collaborating with Daimler Benz of Germany form 1954 till 1969. At that point of time, the trucks that were manufactured were known as Tata Mercedes-Benz Trucks. However, after the collaboration period was over, the trucks were then called Tata Trucks. Babasabpatilfreepptmba.com
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But it was just the starting for them. Later, in the early 90's they entered the passenger vehicle segment by launching the Tata sierra, (India's first sports vehicle) and the Tata Estate. However, the biggest achievement came later in 1998, when Tata developed the first indigenously developed small car of India called the Tata indica. And then Tata Indigo was launched in 2002. The name "indica" came from the words "India's Car". And very soon Tata indica became the most popular car in this segment. Then, later in 2005 they launched India's first indigenously developed Mini- Truck called the Tata Ace. Recently, in order to fulfill its global dream, Tata Motors has acquired the Daewoo Commercial Vehicles Company, Korea's second largest truck manufacturer, in the year 2004. In 2005, they acquired 21% stake in Hispano Carrocera, a Spanish bus and coach manufacturer. They have manufacturing plants in Jamshedpur, Pune and Lucknow. They also have assembly operations in Malaysia, Kenya, Bangladesh, Spain, Ukraine, Russia and Senegal. The success story of Tata Motors can be based on the facts that they have excellent foresight, they understand the needs and the wants of their customers very well, they have a well organized and efficient R&D department and that they have high aims and standards which are fulfilled but not at the cost of quality and efficiency.
AREAS OF BUSINESS Tata Motors' product range covers passenger cars, multi-utility vehicles and light, medium and heavy commercial vehicles for goods and passenger transport. Passenger car
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The Company launched the compact Tata Indica in 1998, the sedan Indigo in 2002 and the station wagon Indigo Marina in 2004. The next car to be rolled out will be the Nano, unveiled in January 2008. Tata Motors already distributes Fiat-branded cars in India. Utility vehicles
Tata Sumo was launched in 1994 and Tata Safari in 1998. Variants of these models are also available in the market. Commercial vehicles The company entered the mini-truck segment in 2005 with Tata Ace. The commercial vehicle range extends from the light two-tonne truck to heavy dumpers and multiaxled vehicles in the above 40-tonne segment. Through the Tata Daewoo Commercial Vehicle Company it offers high horsepower vehicles of 220 HP to 400 HP for dump trucks, tractor-trailers, mixers and cargo applications. The company also manufactures and sells passenger buses — 12-seaters to 60-seaters — in the light, medium and heavy segments, including Magic, a four-wheeler public transport developed on the Ace platform, and Winger, a maxi-van. Research and development Tata Motors has over 1400 engineers and scientists in six R&D centers in India, South Korea, Spain and the UK. The company's R&D facilities include India's only certified crash-test facility and a hemi-anechoic chamber for testing of noise and vibration. The company draws on the expertise of leading international design and styling houses such as the Institute of Development in Automotive Engineering and Stile Bertoni in Italy. The company is developing environment-friendly electric and hybrid vehicles as well as vehicles that can run on alternate fuels (such as biofuels and hydrogen) for personal and public transportation. It also implements several environment-friendly technologies in manufacturing processes so as to enhance resource conservation. Exports Tata Motors' vehicles are exported to Europe, Africa, the Middle East, South and Babasabpatilfreepptmba.com
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South East Asia and South America. The company has joint ventures and franchisee operations in Bangladesh, Ukraine, Kenya, Russia and Senegal. Associates Tata Motors is pursuing growth internationally through exports and acquisitions. It has a joint venture with Marcopolo, the Brazil-based maker of bus and coach bodies. It has also entered into a joint venture with Thonburi Automotive Assembly Plant Company of Thailand to manufacture and market the company's pickup vehicles in Thailand. Tata Motors and Fiat Auto have entered into an agreement for a Tata license to build a commercial vehicle at Fiat's facilities in Córdoba, Argentina. The company has made substantial investments in building a network of associate and subsidiary companies and joint ventures that complement and support its business activities. These include: •
Tata Daewoo Commercial Vehicle Company is a 100 per cent subsidiary of Tata Motors in the business of heavy commercial vehicles. It is South Korea's second largest truck maker and the largest exporter of heavy trucks.
•
Telco Construction Equipment Company makes construction equipment and offers allied services. Tata Motors has a 60 per cent holding; the rest is held by Hitachi Construction Machinery Company, Japan.
•
Tata Technologies provides specialized engineering and design services, product lifecycle management and product-centric information technology services. It has two operating companies, INCAT and Tata Technologies iKS.
•
Tata Cummins manufactures high horsepower engines used in the company's range of commercial vehicles.
•
HV Transmissions and HV Axles are 100 per cent subsidiaries that make gearboxes and axles for heavy and medium commercial vehicles.
•
TAL Manufacturing Solutions is a 100 per cent subsidiary that provides factory automation solutions and designs and manufactures a wide range of machine tools.
•
Tata Motors European Technical Centre is a UK-based 100 per cent subsidiary engaged in design engineering and development of products.
•
TML Financial Services is a 100 per cent subsidiary in the business of financing customers and channel partners of Tata Motors.
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•
Hispano Carrocera is a reputed Spanish bus manufacturing company in which the company has acquired a 21 per cent stake.
•
Tata Auto Comp Systems
(TACO) is a holding company for promoting domestic
and foreign joint ventures in auto components and systems. It is also engaged in engineering services, supply chain management and after-market operations for the auto industry. •
Concorde Motors is a 100 per cent subsidiary that retails Tata Motors' range of passenger vehicles
Corporate social responsibility Tata Motors is a signatory to the United Nations Global Compact. It focuses on health, education, water management, environment and employment generation issues in areas where it operates. These continuing initiatives have received national recognition: Tata Motors was conferred the 'CII-ITC Sustainability Award 2006 for Significant Achievement on the Journey towards Sustainable Development' and the 'Golden Peacock Award for Corporate Social Responsibility'. Tata Motors has led the Indian automobile industry's anti-pollution efforts through a series of initiatives in effluent and emission control. The company introduced emission control engines in its vehicles in India before the norm was made statutory. Modern effluent treatment facilities, soil and water conservation programmes and tree plantation drives at its plant locations contribute to the protection of the environment and the creation of green belts. Location Tata Motors' plants are located at Jamshedpur (eastern India), Pune (west), Lucknow and Pantnagar (north). Tata Motors and Fiat have set up a common manufacturing facility at Ranjangaon, near Pune. The company is establishing two new plants at Dharwad (south) and Singur (east). Contact Bombay House 24, Homi Mody Street Babasabpatilfreepptmba.com
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Mumbai 400 001 India Phone: +91 (22) 6656 1676 Email: am@tatamotors.com Email for international inquiries: rbc@tatamotors.com
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MILESTONES: It has been a long and accelerated journey for Tata Motors, India's leading automobile manufacturer. Some significant milestones in the company's journey towards excellence and leadership. Tata Engineering and Locomotive Co. Ltd. were established to manufacture locomotives and other engineering products. 1948
Steam road roller introduced in collaboration with Marshall Sons
(UK). 1954
Collaboration with Daimler Benz AG, West Germany, for
manufacture of medium commercial vehicles. The first vehicle rolled out within 6 months of the contract. 1959
Research and Development Centre set up at Jamshedpur.
1961
Exports begin with the first truck being shipped to Ceylon, now Sri
Lanka. 1966
Setting up of the Engineering Research Centre at Pune to provide
impetus to automobile Research and Development. 1971
Introduction of DI engines.
1977
First commercial vehicle manufactured in Pune.
1983
Manufacture of Heavy Commercial Vehicle commences.
1985
First hydraulic excavator produced with Hitachi collaboration.
1986
Production of first light commercial vehicle, Tata 407, indigenously
designed, followed by Tata 608. 1989
Introduction of the Tatamobile 206 - 3rd LCV model.
1991
Launch of the 1st indigenous passenger car Tata Sierra.
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TAC 20 crane produced. One millionth vehicle rolled out. 1992
Launch of the Tata Estate.
1993
Joint venture agreement signed with Cummins Engine Co. Inc. for the
manufacture of high horsepower and emission friendly diesel engines. 1994
Launch of Tata Sumo - the multi utility vehicle.
Launch of LPT 709 - a full forward control, light commercial vehicle. Joint venture agreement signed with M/s Daimler - Benz / Mercedes - Benz for manufacture of Mercedes Benz passenger cars in India. Joint venture agreement signed with Tata Holset Ltd., UK for manufacturing turbochargers to be used on Cummins engines. 1995
Mercedes Benz car E220 launched.
1996
Tata Sumo deluxe launched.
1997
Tata Sierra Turbo launched.
100,000th Tata Sumo rolled out. 1998
Tata Safari - India's first sports utility vehicle launched.
2 millionth vehicle rolled out. Indica, India's first fully indigenous passenger car launched. 1999
115,000 bookings for Indica registered against full payment within a
week. Commercial production of Indica commences in full swing. 2000
First consignment of 160 Indicas shipped to Malta.
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Indica with Bharat Stage 2 (Euro II) compliant diesel engine launched. Utility vehicles with Bharat 2 (Euro II) compliant engine launched. Indica 2000 (Euro II) with multi point fuel injection petrol engine launched. Launch of CNG buses. Launch of 1109 vehicle - Intermediate commercial vehicle. 2001
Indica V2 launched - 2nd generation Indica.
100,000th Indica wheeled out. Launch of CNG Indica. Launch of the Tata Safari EX Indica V2 becomes India's number one car in its segment. Exits joint venture with Daimler Chrysler. 2002
Unveiling of the Tata Sedan at Auto Expo 2002.
Petrol version of Indica V2 launched. Launch of the EX series in Commercial vehicles. Launch of the Tata 207 DI. 2,00,000th Indica rolled out. 5,00,000th passenger vehicle rolled out. Launch of the Tata Sumo'+' Series Launch of the Tata Indigo. Tata Engineering signed a product agreement with MG Rover of the UK.
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2003
Launch of the Tata Safari Limited Edition.
The Tata Indigo Station Wagon unveiled at the Geneva Motor Show. On 29th July, J. R. D. Tata's birth anniversary, Tata Engineering becomes Tata Motors Limited. 3 millionth vehicle produced. First CityRover rolled out 135 PS Tata Safari EXi Petrol launched Tata SFC 407 EX Turbo launched 2004
Tata Motors unveils new product range at Auto Expo '04.
New Tata Indica V2 launched Tata Motors and Daewoo Commercial Vehicle Co. Ltd. sign investment agreement Indigo Advent unveiled at Geneva Motor Show Tata Motors completes acquisition of Daewoo Commercial Vehicle Company Tata LPT 909 EX launched Tata Daewoo Commercial Vehicle Co. Ltd. (TDCV) launches the heavy duty truck 'NOVUS' , in Korea Sumo Victa launched Indigo Marina launched Tata Motors lists on the NYSE 2005
Tata Motors rolls out the 500,000th Passenger Car from its Car Plant
Facility in Pune Babasabpatilfreepptmba.com
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The Tata Xover unveiled at the 75th Geneva Motor Show Branded buses and coaches - Starbus and Globus - launched Tata Motors acquires 21% stake in Hispano Carrocera SA, Spanish bus manufacturing Company Tata Ace, India's first mini truck launched Tata Motors wins JRD QV award for business excellence. The power packed Safari Dicor is launched Introduction of Indigo SX series - luxury variant of Tata Indigo Tata Motors launches Indica V2 Turbo Diesel. One millionth passenger car produced and sold Inauguration of new factory at Jamshedpur for Novus Tata TL 4X4, India's first Sports Utility Truck (SUT) is launched Launch of Tata Novus Launch of Novus range of medium trucks in Korea, by Tata Daewoo Commercial Vehicle Co. (TDCV) 2006
Tata Motors vehicle sales in India cross four million mark
Tata Motors unveils new long wheel base premium Indigo & X-over concept at Auto Expo 2006 Indica V2 Xeta launched Passenger Vehicle sales in India cross one-million mark
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Tata Motors and Marcopolo, Brazil, announce joint venture to manufacture fully built buses & coaches for India & markets abroad Tata Motors first plant for small car to come up in West Bengal Tata Motors extends CNG options on its hatchback and estate range TDCV develops South Korea's first LNG-Powered Tractor- Trailers Tata Motors and Fiat Group announce three additional cooperation agreements Tata Motors introduces a new Indigo range 2007
Tata Motors launches the longwheel base Indigo XL, India's first
stretch limousine Tata Motors' integrated Customer Relationship Management (CRM)- Dealer Management System (DMS) initiative crosses the significant milestone of covering 1000 locations in India and abroad. Tata Motors introduces Magic & Winger - creates new segments in urban and rural passenger transportation.
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Management:
Board of Directors Mr. Ratan N Tata (Chairman) Mr. N A Soonawala Dr. J J Irani Mr. V R Mehta Mr. R Gopalakrishnan Mr. Nusli N Wadia Mr. S M Palia Dr. R A Mashelkar Mr. Ravi Kant Mr. P M Telang
Senior Management
Mr. Ravi Kant
Managing Director
Mr. P M Telang
Executive Director (Commercial Vehicles)
Mr. Rajiv Dube
President (Passenger Cars)
Mr. C Ramakrishnan Chief Financial Officer Mr. P Y Gurav
Vice President (Corporate Finance-Accounts &Taxation)
Dr. S J Tambe
Vice President (Human Resource)
Mr. Zackria Sait
Vice President (Technical Services)
Mr. A M Mankad
Head (Car Plant)
Mr. S B Borwankar Head (Jamshedpur Plant) Mr. S Krishnan
Vice President (Commercial-PCBU)
Mr. Ravi Pisharody Vice President (Sales & Marketing) Mr. H K Sethna
Company Secretary
Corporate Communications
Mr. Debasis Ray Tel: 022 - 66657613
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Head - Corporate Communications
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Flash Figures for March, 2008 PRODUCTION Category
Mar'08
M & HCV LCV* UTILITY CARS TOTAL
20312 14628 5917 21024 61881
Mar'07 17785 14352 6325 21024 59486
Mar'06 15586 11601 5007 16978 49172
2007-08 175383 167988 49715 182212 575298
2006-07
2005-
185091 151499 50074 195782 582446
06 136111 107380 40378 169689 453558
SALES: A. For the month
Category M&
Domestic Exports Total Mar'08 Mar'07 Mar'06 Mar'08 Mar'07 Mar'06 Mar'08 Mar'07 Mar'06 20639 17673 16312 1637 1410 1036 22276 19083 17348
HCV LCV* UTILITY CARS TOTAL
15354 6560 18177 60730
13047 6109 19651 56480
10977 4954 17655 49898
3076 57 995 5765
2948 118 1823 6299
2915 367 2190 6508
18430 6617 19172 66495
15995 6227 21474 62779
13892 5321 19845 56406
B. For the year Domestic Category
2007-08
Exports 2006-07
2005-06
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Total
2007-08 2006-07 2005-06 2007-08 2006-07 2005-06 Page 38
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M & HCV
166037
173381
128714
13363
11560
8249
179400
184941
136963
LCV
147334
125792
86236
26100
23412
21848
173434
149204
108084
UTILITY
47700
47893
37905
2599
1416
1881
50299
49309
39786
CARS
167058
179000
150951
12210
16408
18561
179268
195408
169512
TOTAL
528129
526066
403806
54272
52796
50539
582401
578862
454345
PRODUCTS OF TATA MOTORS: Indica V2 Indica V2 Turbo Indica V2 Xeta Indica V2 Dicor Indigo Marine Indigo Indigo XL Indigo CS Fait Palio Stile Multijet Fait BRAVO Fait 500 Safari Dicor Sumo grande TATA Sumo
Trucks: Medium and heavy commercial Vehicals Intermediate commercial Vehicals Light commercial Vehicals Small commercial Vehicals Babasabpatilfreepptmba.com
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Tata Novus TL 4x4 Star buses and Globus Other buses Defence Vehicals
Tata’s competitors in cars, SUV’s and MUV’s: Mahindra & Mahindra Maruti Suzuki Hyundai Toyota Ford Fait General Motors Skoda Honda Renault Mitsubishi Hindustan Motors
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MANICKBAG PROFILE Service of Manickbag: Manickbag is a exclusive showroom for Tata motors situated in vidyanagar Hubli. It is the single showroom Which cover 6 districts Viz. Bagalkot, Dharwad, Belgaum , Bijapur, Gadag and Haveri. It is having small showroom at ankola an bijapur to cover other areas, Which are working under the guidance of Manickbag the main branch. It is using promotional activities such as periodical advertisement, Offers and insurance, Road shows and demonstrations. Sales executives are playing an important role in attaining the enquires of their customers. Since Manickbag is the only big showroom the promotional activities conducted are not reaching effectively to customer of other districts, It shows that most of their sales are in Dharwad district simultaneously it is loosing customers in other districts. Presently they are in: Hindustan petroleum
since 1950
Simpson
since 1951
Mico
since 1956
Kirloskar Bearing
since 1975
TVS Motors
since 1979
Sesa goa pig iron cike & coal
since 1990
T ATA Motors
since 1992
BRANCHES OF MANICKBAG Head Office: Hubli Branches:
Belgaum, Bijapur, Ankola, Gulbarga.
SERVICE SETUP: Bagalkot, Bidar, Chikodi MAN POWER:
Workers –
528
Staff -
320
Service -
200
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ACHIEVEMENTS: Best dealership award from TELCO. Best dealership award from MICO. Best dealership award from TVS. ACTIVITIES: 1. Sales of Tata motors cars. 2. Service/repair of all range of Tata cars. 3. Sales of Tata cars spare parts. ADRESS FOR CONTACT: Manickbag Automobiles Pvt. Ltd, Unit of Tata motors ltd, Vidyanagar P.B. Road Hubli- 580031 Tel: 0836 2374535 / 2372486 E-mail: salespcdh@manickbag.com INFRASTRUCTURE AVAILABLE: Cover area
1 acre
Open area
4500 sq feet
No. of bays
more than 50
No. of operational bays
12
No. of PDI (pre delivery inspection Bays)
02
No. of bays foe accident repairs
12
Bays (parking area)
4 acres
No. of trained mechanics
125
No. of trained supervisors
06
TWO MAIN DIVISONS IN THE FIRM: 1. Commercial vehicle division. 2. Passenger vehicle division.
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DEPARTMENT PROFILE: There are mainly four departments in Manickbag automobiles Pvt. ltd. They are 1. sales department 2. service department 3. spares department 4. account department 1. SALES DEPARMENT: Sales department is headed by sales manager Mr. Wilson A.M under him Show in charge
Mr. Salikoppa
Asst. sales manager
Mr. Anand Barimani & Mr. Karikatti
Finance executive
Mr. Ravi Shetti
Sales executive
Mr. Anil Hittalmani & Mr. G.N. Kulakarni
Customer care executive
Miss. Savita
2. SERVICE DEPARTMENT: Mr Mahaveer angadi heads service department and under his guidance. Service advisor
Mr Sunil.Aingad & Mr Sunil Iraddi & Mr. Sham Shuddin
PDI in Charge
Mr. Kalappa
Customer car executive
Miss Safena
Denting and Painting in Charge
Mr Vonid
3. SPARES DEPARTMENT: Mr. Kishore Kurthkoti heads it under his guidance: Mr. G.M.Hegde Mr. Akbar Mr.Vinayak 4. ACCOUNTS DEPARTMENT: Mr. Shindey maintains all the records Babasabpatilfreepptmba.com
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ORGANIZATION STRUCTURE PCD MANAGING DIRRECTOR
Sales
Sr. Manager Sales
Spares
Account
Service
Manager
Manager
Manager
Asst Manager Sales
ASM
Show room Incharge
Store Keeper
Sales Executive
Store Asst
Administration Staff
Supervisor
Biller
Cashier
Service Staff
Service Advisor
Works I/C Supervisor
Sales Consultant Showroom Mechanics
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A STUDY ON CUSTOMER SATISFACTION TOWARDS CAR SERVICE AT MANICKBAG AUTOMOBILS
SWOT ANALYSIS: Strengths: The can ask for test drive The customers are attended as soon as they come. The area available for operation is very spacious They have their own finance. The dealer’s have high goodwill in the market for service. The presence of effective flow of communication between the departments of the Manickbag is the greates strength, which ensures smooth flow of operations. Weakness: Tough competition from the other companies. The dealer prefers experience rather than talent. Diffculty in marketing petrol cars as it is set in minds of public that TATA is for diesel vehicles. Opportunities: It can capture rural areas when they are going to launch their new vehicle. The dealer can go for diversification The dealer can conduct exchange promotional activities to increase its sales. Threats: Changing market trends Competition from other models. Globalization and privatization. Any sudden changes in the government policy may affect the sales. New interacts from competitors like price and quality. Change in the market that is from seller’s market to buyers market.
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A STUDY ON CUSTOMER SATISFACTION TOWARDS CAR SERVICE AT MANICKBAG AUTOMOBILS
PRODUCT PROFILE: Indica Turbo Diesel To complete at a higher level, performance has to be continuously redefined. and the only way to do that is by harnessing the power within. That's exactly what the new Indica V2 Turbo Diesel does. IT redefines the performance of diesel cars. With 68 PS of gut-wrenching power backed by 13 Kgm of torque, the Indica Turbo will leave petrol cars fading into the backdrop faster than you can imagine. Add great engine responsiveness, superior drivability, and mid-size sedan space, and you have a car that score maximum on all-round performance. Test Drive the Indica V2 Turbo today, and discover the new power of diesel Indica Diesel The best value offer in the segment. With fabulous new features. A sleek new look that
will turn heads. And comfortably refurbished interiors for the most pleasant drives. All in all, the New Indica V2 will make you stand apart Indica XETA Petrol The New Indica Xeta. Its 1.4 liter extra fuel efficient, Torque Advantage petrol engine delivers a frugal fuel consumption at 14 kmpl*. The 32-bit microprocessor in the Xeta petrol engine even includes a knock sensor, which helps reduce damage from adulterated fuel, and maintains at the efficiency. Furthermore, there isn't any compromise in power and torque, which at 70 PS and 12.4 Kgm, make every drive a thrill. The luxurious beige interiors come as a standard feature and are a first. All this at an unbelievable price, against cars that are much smaller and with lower specifications. Step into the Indica Xeta today you will realise why it is not just a common car Indigo Petrol There comes a time in your life when it's only right for you to think of yourself for a change
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A STUDY ON CUSTOMER SATISFACTION TOWARDS CAR SERVICE AT MANICKBAG AUTOMOBILS
Indigo Diesel There comes a time in your life when it's only right for you to think of yourself for a change Indigo XL Petrol In today’s intrusive world, personal space is at a premium. Space that can only be yours, where you can be with yourself, sort out your thoughts in personalized luxury and comfort. Space where you can listen to your favorite music, communicate with the world when you want to and relax. Or conduct business. Your own personal lounge where you are the master and sharing it and how is entirely your discretion. Indigo XL Diesel In today’s intrusive world, personal space is at a premium. Space that can only be yours, where you can be with yourself, sort out your thoughts in personalized luxury and comfort. Space where you can listen to your favorite music, communicate with the world when you want to and relax. Or conduct business. Your own personal lounge where you are the master and sharing it and how is entirely your discretion. Indigo Marina Petrol Everyone and everything you've ever loved, right by your side, on every drive Indigo Marina Diesel
Everyone and everything you've ever loved, right by your side, on every drive Fiat Palio 1.6 Sports This Car engine is designed to protect itself. With Double Crank Prevention system, you will have to switch off the ignition before you restart the engine. Thus helping to safeguard vital engine components. We make sure that you don't make a mistake even by mistake. Fiat's unique Reverse Gear Lock prevents you from engaging the reverse gear, while the car is traveling forward, thus protecting the engine. Checkered upholstery makes sure that style is not
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A STUDY ON CUSTOMER SATISFACTION TOWARDS CAR SERVICE AT MANICKBAG AUTOMOBILS
just restricted to the outside of this car. Luxury is sinking into a deep, wellupholstered seat with adequate under-thigh support Fiat Palio nv 1.2 All the pampering is not just reserved for the driver. We have made sure that everyone travels in luxury. Shown here is the well upholstered door with fabric insert. Utility meets Italian style. The driver-friendly dashboard has all the controls, ergonomically placed while keeping a fine eye on style. Keep your eyes on the road even if your eyes will be drawn to the tow tone beige-n-grey dashboard and woodenfinished AC fascia. Luxury is sinking into this beige colored lap of comfort. The Seats are designed to provide good under-thigh support and is spacious enough for you to stretch your legs comfortably UTILITY VEHICLES: Safari Dicor Petrol Designed to put maximum distance between you and civilization this direct injunction Common Rail (DICOR) Engine is an indigenously developed powerhouse. A 32 bit microprocessor electronically monitor and controls the fuel pressure, quantity and injection timing, making the engine extremely responsive and fuel efficient while keeping the emission and NVH levels significantly low. With a power output of 115 PS and best in class torque of 300 Nm, Dicor hardly breaks a sweet affording, climbing up steep inclines or zipping past landscapes Safari Dicor Diesel Designed to put maximum distance between you and civilization this direct injection Common Rail (DICOR) Engine is an indigenously developed powerhouse. A 32 bit microprocessor electronically monitor and controls the fuel pressure, quantity and injection timing, making the engine extremely responsive and fuel efficient while keeping the emission and NVH levels significantly low. With a power output of 115 PS and best in class torque of 300 Nm, Dicor hardly breaks a sweet affording, climbing up steep inclines or zipping past landscapes. Babasabpatilfreepptmba.com
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A STUDY ON CUSTOMER SATISFACTION TOWARDS CAR SERVICE AT MANICKBAG AUTOMOBILS
Safari Petrol You only need to get behind the wheel of the new Tata Safari EXi Petrol to understand that life begins of 80kmph. With 135 bhp of power growling under it's hood, thanks to a revolutionary new 16 V DOHC MPFI petrol engine, the EXi has enough speed to make the very idea of a shortcut redundant. Safari Diesel The Tata Safari EXi features a Blaupunkt Palm Beach head unit with a front staged 5component speaker system with two 6.5" woofers, a dual-voice coil woofer and two tweeters and aligned on an axis ensuring better directivity. The dual voice coil 8" woofer at the rear complements the acoustic ambience by adding deep bass. Designed specifically for the Tata Safari, the music system ensures that your driving experience is unparalleled Sumo The Tata Sumo +'s engine has a linered block which comes mounted on a ladder frame structure. The unit body construction of the air filter, the aluminum intake manifold, the bigger oil filter and oil sump all restrict friction and wear and tear of the engine to a considerable extent, thereby increasing the engine life of the Tata Sumo+ Series. Victa The sumo has always been preferred for its spaciousness. The Victa adds a touch of elegance and panache with its all new interiors that allow you to use it effectively. The new seating arrangements enables you to split and fold the second row while the third row of front facing seats can be completely removed. So you have more than half a cabin for luggage. In fact that's 2160 liters to be precise. You also have the option of being in your own space, in a cabin that's the quietest in its class.
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A STUDY ON CUSTOMER SATISFACTION TOWARDS CAR SERVICE AT MANICKBAG AUTOMOBILS
ABOUT SERVICES Reducing Emissions: A specialized laboratory has been set up to measure levels of emission of vehicles using petrol, diesel or CNG. This laboratory helps Tata Motors achieve fuel consumption efficiencies that would conform to international standards, under varying driving cycles. It stands testimony to Tata Motors commitment to help bring down levels of atmospheric pollution caused by vehicular exhaust. Gold club membership Excellence boundless, over time, becomes a habit. It is not something one aspires for, but rather the way one lives, and thinks. And if you are a Tata Motors customer, it is the way you drive. Having understood you passion for excellence, we at Tata Motors, would like to offer you the Tata Motors Gold Club membership plan, for all your servicing needs and requirements. It offers you the following: •
This privileged membership offers you a bouquet of free services, attractive discounts and special offers, over a 2 year membership period.
•
You shall be entitled for priority service at the Dealer / Tata Authorized Service Centre workshop, where you have registered for the membership. No prior appointment shall be required.
Gold Club membership and avail of the special price of Rs 499/- as against the regular price of Rs 999/- . And you can ensure quality service for your car for a full 2 year.
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A STUDY ON CUSTOMER SATISFACTION TOWARDS CAR SERVICE AT MANICKBAG AUTOMOBILS
The Membership is available across our service network. To register your self, kindly ask the Service Marketing Officer / Service Advisor of the authorized workshop you patronize, for details and registration procedures.
Tata Provides Protection service:
It has been objective to introduce quality products and treatments which you can avail off during you vehicle ownership period. Towards fulfilling these objective, we are pleased to inform you that Tata have tied up with M/s Eftec Shroff (Dinitrol), M/s Opulent Waxoyl, M/s 3M India Ltd, M/s Worth for Anti Rust / Sound Deadening / Engine Waxing treatment. Anti Rust Treatments shall protect your car from Corrosion thereby increasing safety during your handling of the car and also increasing the life of the car. Tata are giving below some frequently asked questions which you may have when going in for Anti Rust Treatment. Under-coatings: •
Under-coatings are chemical compounds usually applied to the undercarriage of a motor vehicle, hence the name
•
Under-coatings may also be applied to other areas such as the trunk, wheel wells, etc.
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Properties of under coating: 1. High rubber solid contents: This will make a flexible, chemical-resistant coating. A flexible, not brittle, coating will bend with the car metal during normal stress and will not crack. Chemical resistance offers protection against salt water, solvents, oil, gasoline, and other corrosive chemicals. 2. High coverage: This means a denser coverage of the surface. There are no “pinholes� wherein rust will begin to attack. 3. Tough finish: A tough surface offers better abrasion resistance.
Areas that shall be covered under Anti Rust treatments:
Bonnet
Front wings
Rear Wings
Rear Wings
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Boot Lid
Door
Door
Sills
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A STUDY ON CUSTOMER SATISFACTION TOWARDS CAR SERVICE AT MANICKBAG AUTOMOBILS
Anti Rust Treatment during the service at low Price: Vehicle Treatment type Customer Price Tata Indica Full Body Anti rust treatment 3750 Tata Indica Only underbody treatment 2530 Tata Indica Internal Panel Protection 1530 Tata Indigo Marina Full Body Anti rust treatment 4050 Tata Indigo Marina Only underbody treatment 3050 Tata Indigo Marina Internal Panel Protection 1800 Tata Sumo / Safari Full Body Anti rust treatment 4500 Tata Sumo / Safari Only underbody treatment 3050 Tata Sumo / Safari Internal Panel Protection 2070 BenefitsUp to 60 months warranty & up to 10 free checkups available for Underbody Treatments. Sound Deadening PadsDoor vibration deadeners - These pads when stuck on the insides of the sheet metal increase sheet metal rigidity, reduce vibrations and increase riding comfort. Benefits: •
Used for reducing the sheet metal vibration in a vehicle.
•
Product to be used once in the life of the vehicle - Life Time Warranty.
•
Effect is Life long i.e. until & unless pads are physically removed.
•
Negligible increase in Weight & hence no effect on fuel consumption.
•
Areas covered - four doors, rear quarter panels & dickey. In case of diesel vehicles, can be used in the bonnet.
Engine Wax Treatment:
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Engine Wax is a beige colored transparent lacquer coating on the engine compartment. Its features are: •
Corrosion Prevention for the Engine compartment
•
Neat, Clean and New Look to Engine compartment
•
No effect on MPFI vehicles
•
Engine wax can withstand up to 200 degrees temp
•
No need of cleaning the engine compartment with diesel once engine wax is sprayed
•
Life of over a year
Vehicals Interior and Exterior enrichmentTata has been introducing quality products and treatments which you can avail off during your vehicle ownership period. Towards fulfilling these objectives, we are pleased to inform you that Tata has tied up with M/s 3M India Ltd, M/s Opulent Waxoyl & M/s Worth for Vehicle Interior / Exterior Enrichment programs. These treatments shall make your car look new and also shall protect your car paint from getting faded. It shall protect your car interior like seats from stains which may happen on account of spill and give a clean look to your vehicle interior. We are giving below some frequently asked questions which you may have when going in for vehicle interior / exterior enrichment program. Benefits: Vehicle Interior Enrichment •
Removal of medium stains and dirt from all interior parts of the car
•
Cleaning of windshield, backlit and all windows (inside and outside)
•
Dressing of all internal plastics (eg: door pad trims) and rubber parts
The treatment involves cleaning and dressing of ALL parts of the exposed interiors.
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Driving tips through service program for • Better fuel economy • Driving under Adverse conditions • Driving Safety tips
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A STUDY ON CUSTOMER SATISFACTION TOWARDS CAR SERVICE AT MANICKBAG AUTOMOBILS
INTRODUCTION ABOUT TOPIC STATEMENT OF THE PROBLEM. A study on customer satisfaction towards car service at Manickbag automobiles & to measure the satisfaction level and attitude of the customers towards the car service provided at Manickbag automobiles Development of an effective business strategy for educating the prospective customer through the survey, however, the services parameters, & the relation with the customer’s attitude towards purchase of the service are the priorities area of study that are included Understanding the latest technology adopted in the service station , Identifying and studying the domain of the service. Analyzing the need of the customer RATIONAL BEHIND THE PROJECT: As the market for the automobile is having the huge accelerating growth in the Indian market, to check out the demand for the sophisticated service in future, analyzing other driven areas where the service might be in need , to check the satisfaction level and attitude of the customers towards service. The service provided by all the service station has to compare with certain bench mark in the service industry & the bench marks are to be meet by each and every service station of the company & the company has to under-take upgrading of the service requirements and this can be done only by completely understanding the requirements of the customer & the satisfaction level to the provided service, so the provided service can be improved on the basis of the feedback &
the opinion
provided by the customer itself, the valuable inputs in the form of the opinion are provided through the closed end questionnaire so that the new service introduced such as upgrading in the technology, new time requirements for the service, service on the Sundays, picking the cars from the home or dropping the customer to the home who comes to leave the car for the servicing are the major once among any other upgrading
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A STUDY ON CUSTOMER SATISFACTION TOWARDS CAR SERVICE AT MANICKBAG AUTOMOBILS
STUDY OBJECTIVE. To identify the key purchase drivers To understand the new needs from the customers about the service provided To retain the present customer. PROPOSED OUTCOME OR BENEFITS OF THE STUDY. After studying we come to know regarding the future requirement in the service of entirely new segment in cars coming in the recent future to the Indian market, what were the purchasing behaviors of the customers when buying the service & their requirement from the service providers. Selection of data collection method 1. Survey:
Personal Interview of customer
2. Measurement Technique:
Questionnaire
3. Method of analysis:
Simple Percentage Method, tabulation, etc
4. Sample Size:
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REACERCH METHODOLOGY 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. Secondary data: Secondary data collected from distributors, company people, guide line book and internet. Measurement Technique:In this project following measurement techniques are use to collect information. Questionnaire:For the purpose of this project self-administered questionnaire to potential customers and for standard commercial business enterprises located in Hubli Dharwad city. Analysis of DATA Data are useful only after analysis. Data analysis involves converting the series of data recorded observations into descriptive statements. The survey will carried out in Hubli-Dharwad city, and the sample size was 100.The information gathered is transferred to a SPSS coding sheet, interpretation. The measurement and evaluation of data is done using SPSS 11.0 version software, simple frequency cross tabs and graphical representations.
Ethics of the research In this study, the questionnaire is designed in such a way that the feelings of respondents as well as the ethics of the company are not disturbed. The research and research report is not misleading any way.
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A STUDY ON CUSTOMER SATISFACTION TOWARDS CAR SERVICE AT MANICKBAG AUTOMOBILS
ANALYSIS Which car do you own?
Frequenc y Indica 46 Indigo 22 Fiat 7 Safari 11 Sumo 14 Total 100
Percent Valid Percent Cumulative Percent 46.0 22.0 7.0 11.0 14.0 100.0
46.0 22.0 7.0 11.0 14.0 100.0
46.0 68.0 75.0 86.0 100.0
Which car do you own? 50
46 40
30
22
Percent
20
10
11
14
7 0 Indica
Indigo
Fiat
Saf ari
Sumo
Which car do you own?
Out of total sample taken 46% respondents are Indica car users, 22% are Indigo car users, 7% are Fiat car users, 11% are Safari users and remaining 14% are Sumo users.
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What influenced you to buy this car?
Frequenc y Brand Image 17 Economy 43 Reputation 17 Aesthetics 14 Power 9 Total 100
Percent Valid Percent Cumulative Percent 17.0 43.0 17.0 14.0 9.0 100.0
17.0 43.0 17.0 14.0 9.0 100.0
17.0 60.0 77.0 91.0 100.0
What influenced you to buy this car? 50
43
40
30
20
Percent
17
17
14
10
9 0 Brand Image
Economy
Reputation
Aesthetics
Pow er
What influenced you to buy this car?
Among the car owners 17% are influenced by Brand image of the car, 43% are influenced by Economy of the vehicle, 17% are influenced by brand image of the company, 14% are influenced by Aesthetics of the vehicle and remaining 9% are influenced by Power of the vehicle. Economy is gaining more importance so the company has to focus on fuel efficiency and low cost cars to get a significant market share.
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Are you aware of post services provided by Manickbag?
Valid
Yes
Frequency 100
Percent 100.0
Valid Percent 100.0
Cumulative Percent 100.0
100% of Manickbag customers are aware of post services provided by the company.
Whether you guided by Manickbag Automobiles Ltd. for use and maintainence of the vehicle?
Valid
Yes
Frequency 100
Percent 100.0
Valid Percent 100.0
Cumulative Percent 100.0
All customers of Manickbag automobiles are guided about the use and maintenance of the vehicle.
Are you satisfied whith the car you are presently using?
Valid
Yes
Frequency 100
Percent 100.0
Valid Percent 100.0
Cumulative Percent 100.0
All customers of Manickbag automobiles are satisfied with the car which they are presently using.
Are you aware of new services provided by manickbag?
Valid
Yes
Frequency 100
Percent 100.0
Valid Percent 100.0
Cumulative Percent 100.0
All customers are aware of new services provided by Manickbag automobiles.
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When you came to the workshop/garage, did the service advisor attend to you in a reasonable time? (15 mins)
Frequenc y Yes 93 No 7 Total 100
Percent Valid Percent Cumulative Percent 93.0 7.0 100.0
93.0 7.0 100.0
93.0 100.0
When you came to the workshop/garag, did the service advisor att 100
93 80
60
Percent
40
20
7
0 Yes
No
When you came to the workshop/garag, did the service advisor attend to o
93% of customers are obeyed that the service advisor attends them in reasonable time i.e. 15 minutes and the remaining 7% are not obeyed. Company has to meet customers in a reasonable time to retain them for a longer time.
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A STUDY ON CUSTOMER SATISFACTION TOWARDS CAR SERVICE AT MANICKBAG AUTOMOBILS
Please rate the service provided to you while you where on the free servicing? Frequenc y Unsatisfied 6 Neutral 25 Satisfied 69 Total 100
Percent Valid Percent Cumulative Percent 6.0 25.0 69.0 100.0
6.0 25.0 69.0 100.0
6.0 31.0 100.0
Please rate the service provided to you while you where on the 80
69 60
40
25
Percent
20
6
0
Unsatisf ied
Nuetral
Satisf ied
Please rate the service provided to you while you where on the free serv
While customer is in free servicing 69% of them are satisfied with the service given and 25% are neutral about the service and the remaining 6% are unsatisfied while they are under free service. Some of the customers are unsatisfied and neutral while they are in free service company has to concentrate on every customer because today the service is becoming a major factor to separate from others.
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A STUDY ON CUSTOMER SATISFACTION TOWARDS CAR SERVICE AT MANICKBAG AUTOMOBILS
Are you willing to pay more for the services provided to you at Manickbag?
Frequenc y Yes 78 No 22 Total 100
Percent Valid Percent Cumulative Percent 78.0 22.0 100.0
78.0 22.0 100.0
78.0 100.0
Are you willing to pay more for the services provided to you at Ma 100
80
78
60
Percent
40
20
22
0 Yes
No
Are you willing to pay more for the services provided to you at Manickba
Among total sample 78% are willing to pay more charges for the service provided by the company and remaining 22% are not willing to pay more charges except the present charges. Some of the customers are not willing to pay more charges. Company has to meet there requirements to get more service charges and to analyze why they are not willing to pay.
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A STUDY ON CUSTOMER SATISFACTION TOWARDS CAR SERVICE AT MANICKBAG AUTOMOBILS
Please rate your satisfaction level towards service charges at Manickbag Automobiles?
Frequenc y Neutral 18 Satisfied 82 Total 100
Percent Valid Percent Cumulative Percent 18.0 82.0 100.0
18.0 82.0 100.0
18.0 100.0
Please rate your satiafaction level towards service charges at 100
80
82
60
Percent
40
20
18
0 Nuetral
Satisfied
Please rate your satiafaction level towards service charges at Manickbag
Out of total customers 82% of them are satisfied with the service charges paid to the Manickbag and remaining are neutral with the service charges. Majority of the people are satisfied with the service and the cost of the service at Manickbag so they don’t have to change any tariffs in pricing the services provided at service station.
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A STUDY ON CUSTOMER SATISFACTION TOWARDS CAR SERVICE AT MANICKBAG AUTOMOBILS
Which car do you own? * What influenced you to buy this car? Crosstabulation Count What influenced you to buy this car? Economy Reputation Aesthetics 34 12 10 12
Brand Image Which car do you own?
Indica Indigo Fiat Safari Sumo
7
Total
9 43
17
5 17
Power
Total
2
7 2
14
9
40
34
Percent
30
What influenced you
20
Brand Image Economy 10
12
10
12 9
7 7
5 22
0 Indica
Indigo
Fiat
Safari
Reputation Aesthetics Pow er
Sumo
Which car do you own?
Around 34% of indica users are influenced by economy and 12% are influenced by reputation of the vehicle in the market. 10% of indigo users are influenced by Brand image and 12% are influenced by Aesthetics. 7% of Fiat users are influenced by power. 7% of Safari users are influenced by brand image, 2% are influenced by Aesthetics and 2%are by power. In Sumo users 9% are influenced by Economy and 5% are from reputation of the vehicle. Economy is gaining more importance in the auto sector so the companies like a Tata motor which is launching low cost and more fuel efficient cars to get the market share.
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46 22 7 11 14 100
A STUDY ON CUSTOMER SATISFACTION TOWARDS CAR SERVICE AT MANICKBAG AUTOMOBILS
Please rate your satisfaction level towards service charges at Manickbag Automobiles? * Are you willing to pay more for the services provided to you at Manickbag? Crosstabulation Count Are you willing to pay more for the services provided to you at Manickbag? Yes No Please rate your satisfaction level towards service charges at Manickbag Automobiles?
Neutral Satisfied
Total
Total
10
8
18
68
14
82
78
22
100
80 70
68
Percentage
60 50 40 30 20 10
Willing to Pay
14
10
8
0 Neutral
Yes No
Satisfied
satisfaction level towards service charges at manickbag
Out of 18 neutral satisfiers 10 are willing to pay more for the service charges. And out of 82 satisfied customers 68 are willing to pay more charges for the service provided by the Manickbag automobiles.
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A STUDY ON CUSTOMER SATISFACTION TOWARDS CAR SERVICE AT MANICKBAG AUTOMOBILS
OBSERVATIONS FINDINGS: Out of total sample taken 46% respondents are Indica car users, 22% are Indigo car users, 7% are Fiat car users, 11% are Safari users and remaining 14% are Sumo users. Among the car owners 17% are influenced by Brand image of the car, 43% are influenced by Economy of the vehicle, 17% are influenced by brand image of the company, 14% are influenced by Aesthetics of the vehicle and remaining 9% are influenced by Power of the vehicle. 100% of Manickbag customers are aware of post services provided by the company. All customers of Manickbag automobiles are guided about the use and maintenance of the vehicle. 93% of customers are obeyed that the service advisor attends them in reasonable time i.e. 15 minutes and the remaining 7% are not obeyed. While customer is in free servicing 69% of them are satisfied with the service given and 25% are neutral about the service and the remaining 6% are unsatisfied while they are under free service. All customers of Manickbag automobiles are satisfied with the car which they are presently using. All customers are aware of new services provided by Manickbag automobiles. Among total sample 78% are willing to pay more charges for the service provided by the company and remaining 22% are not willing to pay more charges except the present charges. Babasabpatilfreepptmba.com
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A STUDY ON CUSTOMER SATISFACTION TOWARDS CAR SERVICE AT MANICKBAG AUTOMOBILS
Out of total customers 82% of them are satisfied with the service charges paid to the Manickbag and remaining are neutral with the service given after free service is over. Around 34% of indica users are influenced by economy and 12% are influenced by reputation of the vehicle in the market. 10% of indigo users are influenced by Brand image and 12% are influenced by Aesthetics. 7% of Fiat users are influenced by power. 7% of Safari users are influenced by brand image, 2% are influenced by Aesthetics and 2%are by power. In Sumo users 9% are influenced by Economy and 5% are from reputation of the vehicle. Out of 18 neutral satisfiers 10 are willing to pay more for the service charges. And out of 82 satisfied customers 68 are willing to pay more charges for the service provided by the Manickbag automobiles.
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A STUDY ON CUSTOMER SATISFACTION TOWARDS CAR SERVICE AT MANICKBAG AUTOMOBILS
RECOMMENDATIONS The company has to upgrade the service station to improve the technical feasibility for servicing the cars in shortest possible time available. The requirements of the customers are to be checked at very regular interval of time to satisfy the customer with the new requirement in the service offered and to improve service. Educating the customers using different channels of advertising to make the customers aware about the present and newly introduced services offered at the service station.
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A STUDY ON CUSTOMER SATISFACTION TOWARDS CAR SERVICE AT MANICKBAG AUTOMOBILS
CONCLUSION Entire auto sector is booming in the country. India is becoming attractive destination for the most of the top auto players of the world, General Motors, Honda, Hyundai, BMW, Mercedes etc. The auto manufactures, who are trying to understand the requirement of the Indian middle class customers in purchasing and maintaining the car the owners have to come to the stand still conduction that there is a large middle class segment to be trapped and the demand is same low cost high fuel efficiency cars. A part from manufacturing the cars to maintenance of the car at minimum monthly cost in terms of serving the cars also gaining significant importance in the automobile sector. The new technologies introduced in the service sector the new short time for service on Sundays and even services at high so the people can drive there cars to there work in morning are ingreat demand in the service sector. The company has to take significant care in providing services to the customer and even upgrading the service at resultant interval of time is very important
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ANNEXURE Respected Sir/madam,
Name: __________________________________________________________ Occupation: ______________________________________________________ Address: _________________________________________________________ _________________________________________________________ 1. Which car do you own? a) Indica
b) Indigo
d) Safari
e) Sumo
c) Fiat
2. When did you purchase car? a) Year and month of purchase ______________________ 3. What influenced you to buy this car? a) Brand Image
b) Advertisement
c) Economy
d) Reputation
e) Aesthetics
f) Power/fuel
4. Are you aware of post services provided by Manickbag Automobiles? a) Yes
b) No
5. How many free services have been given to you? Specify the number _____________________ 6. Whether you guided by Manickbag automobiles Ltd. for use and maintenance of the vehicle? a) Yes
b) No
7. When you came to the workshop/garage, did the service advisor attend to you in a reasonable time? (15 mins) a) Yes Babasabpatilfreepptmba.com
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A STUDY ON CUSTOMER SATISFACTION TOWARDS CAR SERVICE AT MANICKBAG AUTOMOBILS
8. Please rate the service provided to you while you were on the free servicing? 1. Highly unsatisfied
2. Unsatisfied
4. Satisfied
5. Highly satisfied
1
2
3. Neutral
3
4
5 9. Are you satisfied with the car you are presently using? a) Yes
b) No
10. Are you aware of the new services provided by Manickbag? a) Yes
b) No
11. Are you willing to pay more for the services provided to you at Manickbag? a) Yes
b) No
12. Please rate your satisfaction level towards service charges at Manickbag Automobiles? 1. Highly unsatisfied
2. Unsatisfied
4. Satisfied
5. Highly satisfied
1
2
3. Neutral
3
4
5 13. Any suggestions to improve the quality of service provided by Manickbag. __________________________________________________________________ __________________________________________________________________ ______
*****Thank you for spearing your valuable time with me*****
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CODING SHEET Sl.No. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45
Q1 3 1 4 5 5 5 2 2 2 2 1 1 1 1 1 3 1 4 1 1 3 1 4 5 5 5 2 2 2 2 1 1 1 1 1 1 1 4 1 1 3 1 4 5 5
Q3 6 3 1 4 3 4 1 5 1 5 3 3 4 4 4 6 3 6 3 3 6 3 1 4 3 3 1 5 1 5 3 3 4 4 4 3 3 1 3 3 6 3 1 3 3
Q4 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1
Q6 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1
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Q7 2 1 1 1 1 1 1 1 1 1 1 1 1 1 1 2 1 1 1 1 2 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 2 1 1 1 1
Q8 3 4 4 3 4 4 4 4 4 4 4 4 3 3 4 2 4 4 4 3 2 4 4 3 4 4 4 4 4 4 4 4 3 3 4 4 4 4 4 3 3 4 4 3 4
Q9 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1
Q10 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1
Q11 2 2 1 2 1 2 1 1 1 1 1 1 1 1 1 2 1 1 1 1 2 2 1 2 1 2 1 1 1 1 1 1 1 1 1 1 1 1 1 1 2 2 1 2 1
Q12 3 4 4 4 4 4 4 4 4 4 4 4 3 3 4 3 4 4 4 4 3 4 4 4 4 4 4 4 4 4 4 4 3 3 4 4 4 4 4 3 3 4 4 4 4 Page 75
A STUDY ON CUSTOMER SATISFACTION TOWARDS CAR SERVICE AT MANICKBAG AUTOMOBILS
46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93
5 2 2 2 2 1 1 2 1 1 1 1 4 1 1 3 1 4 5 4 5 2 2 2 2 1 1 2 1 1 1 1 4 1 1 3 1 4 5 5 5 2 2 2 2 1 1 1
4 1 5 1 5 3 3 5 4 4 3 3 6 3 3 6 3 1 3 1 3 1 5 1 5 3 3 5 4 4 3 3 5 3 3 6 3 1 3 4 3 1 5 1 5 3 3 4
1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1
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1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 2 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 2 1 1 1 1 1 1 1 1 1 1 1 1
4 3 4 4 4 3 4 4 3 4 4 3 4 4 3 2 4 4 3 4 3 4 4 2 4 4 4 4 3 4 4 4 4 4 3 3 4 4 3 4 4 4 4 2 4 4 4 3
1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1
1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1
2 1 1 1 1 1 1 1 1 1 1 1 1 1 1 2 2 1 2 1 2 1 1 1 1 1 1 1 1 1 1 1 1 1 1 2 2 1 2 1 2 1 1 1 1 1 1 1
4 3 4 4 4 4 4 4 3 4 4 4 4 4 4 3 4 4 3 4 4 4 4 4 4 4 4 4 3 4 4 4 4 4 4 3 4 4 4 4 4 4 4 4 4 4 4 3 Page 76
A STUDY ON CUSTOMER SATISFACTION TOWARDS CAR SERVICE AT MANICKBAG AUTOMOBILS
94 95 96 97 98 99 100
1 3 1 1 4 1 1
4 6 3 3 5 3 3
1 1 1 1 1 1 1
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1 1 1 1 1 1 1
1 2 1 1 1 1 1
3 2 4 4 4 4 3
1 1 1 1 1 1 1
1 1 1 1 1 1 1
1 2 1 1 1 1 1
3 3 4 4 4 4 4
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A STUDY ON CUSTOMER SATISFACTION TOWARDS CAR SERVICE AT MANICKBAG AUTOMOBILS
BIBILIOGRAPHY Reference Books Marketing Management
-
Philip Kotler.
Marketing Management
-
K.D.Basava
Service Marketing
-
V.A.Zeithamal, D. D. Gremler M. J. Bitner and Ajay Pandit
Websites: www.manickbag.com www.tatamotors.com www.Indianautomobiles.com
Others: News Paper & Magazines
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