SYNOPSIS

On
Customer Satisfaction Level towards TVS Bikes
Submitted to for the Partial fulfillment of the requirement for the award of
The degree of
MST!" O# B$SIN!SS %MINIST"TION
(Approved by AICTE !ovt" of India#
ACA$E%IC SESSIO&
('()(*)'#

%e&artment of Mana'ement Studies
Ideal Institute of Tec(nolo')
*(a+ia,ad
-M.MY T!C.NICL $NIV!"SITY/

S$BMITT!% TO0 S$BMITT!% BY0
S$"B. PN1" .IMNS.$ "1T
SST2 P"O#!SSO" MB 3
t(
S!M2
"oll No2 4556785544
C9NO1L!%*!M!NT
The re+ear,h report will be in,omplete without a,-nowledge giving my +in,ere gratitude to all
per+on+ who have helped me in the preparation of thi+ di++ertation"
.ir+t of all I than- !O$ A/I%I!0T12 for the ble++ing+ +howered on me throughout thi+
re+ear,h pro3e,t wor- whi,h ha+ helped me in the +u,,e++ful ,ompletion of the training e4pre++
my +in,ere than-+ to Mr2 MIT :IN -.O% O# MB %!P"TM!NT O# I%!L
INSTIT$T! O# T!C.NOLO*Y *;B2/ for ,on+tant en,ouragement and +upport to ,omplete
the report"
I ta-e thi+ opportunity to e4tend my +in,ere gratitude and profound
obligation toward+ my re+ear,h guide Ms2 S$"B. PN1" -SST2 P"O#!SSO"/ for
giving me valuable +ugge+tion+ 5 guidan,e rendered to me throughout the re+ear,h pro3e,t and
friend+ 5 all other fa,ulty member+ for without their en,ouragement and ,ontinuing +upport thi+
re+ear,h pro3e,t would not have been po++ible.


.IMNS.$ "1T
%6A 7
th
Sem"
8oll &o" )(('9:(())
%!CL"TION
I .imans(u "awat +tudent of %a+ter Of 6u+ine++ Admini+tration Ideal In+titute of Te,hnology
!ha;iabad would li-e to de,lare the pro3e,t titled <Customer Satisfaction Level towards TVS
Bikes in partial fulfillment of the requirement for the degree of %6A i+ my own wor- and it i+
not +ubmit anywhere el+e for the reward of any $egree<$iploma<Certifi,ate"

.IMNS.$ "1T
MB 3
t(
S!M
"oll No2 4556785544
INT"O%$CTION
In thi+ a +tudy i+ ,ondu,ted to analy;e the +ati+fa,tion level of Indian ,on+umer+ about T=S
bi-e+"
T=S %otor Company i+ the third large+t two*wheeler manufa,turer in India and one among the
top ten in the world with annual turnover of more than >S$ ) billion in '((9*'((? and i+ the
flag+hip ,ompany of the >S$ 7 billion T=S !roup"
T=S %otor ,urrently manufa,ture+ a wide range of two*wheeler+ from moped+ to ra,ing
in+pired motor,y,le+"
%otor,y,le+ (Apa,he 8T8 )9( .lame $S )'@ .lame T=S Aive Star City Sport+#
S,ooter+ (T=S Bego S,otty Strea- S,ooty PepC S,ooty Teen;#
%oped+ (T=S D/ Super T=S D/ 0eavy $uty#
The Company ha+ 7 plant+ * lo,ated at 0o+ur and %y+ore in South India in 0ima,hal Prade+h
&orth India and one at Indone+ia" The ,ompany ha+ a produ,tion ,apa,ity of '"@ million unit+ a
year"
CONT!NT
INT"O%$CTION
"!S!"C. OB:!CTIV!
"!S!"C. M!T.O%OLO*Y
"!S!"C. %!SI*N
%T COLL!CTION
SMPL! %!SI*N
%T NLYSIS=INT"O%$CTION
T=S %otorE+ +trength lie+ in de+ign and development of new produ,t+ * the late+t laun,h of : produ,t+
on the +ame day +een a+ a fir+t in automotive hi+tory" Be at T=S deliver total ,u+tomer +ati+fa,tion by
anti,ipating ,u+tomer need and pre+enting quality vehi,le+ at the right time and at the right pri,e" The
,u+tomer and hi+ ever ,hanging need i+ our ,ontinuou+ +our,e of in+piration"
> #IN%IN*S
LIMITTION O# T.! ST$%Y
CONCL$SION > S$**!STION
"!COMM!N%TION
BIBLIO*"P.Y
NN!?$"!
O,@ective of t(e stud)
To give the feedba,- about the performan,e of the bi-e+"
To give the information about the performan,e of +ervi,e in wor-+hop+"
To +ugge+t the ,ompany in improving the +hort,oming of their bi-e+"
The 8e+ear,h may ,ome to -now that mo+tly whi,h -ind of ,on+umer preferring tho+e
+ele,ted bi-e+" .or E4F In,ome Age et,"
8e+ear,h may -now the e4a,t ,ompetitor+ of their bi-e+"
0elpful in -now the media for performing the vehi,le"
0elpful in demand fore,a+ting"
"!S!"C. M!T.O%OLO*Y
E+tabli+hing re+ear,h ob3e,tive i+ an important and ne,e++ary +tep for ,ondu,ting any
re+ear,h" It originate+ from problem it+elf that the ,ompany i+ fa,ing"
It i+ important to e+tabli+h the re+ear,h ob3e,tive be,au+e it de,ide+ the path on whi,h
re+ear,her+ ha+ to move +o that he ,an ,olle,t appropriate information and ,an drive
,on,lu+ion whi,h ,an help management to ta-e appropriate de,i+ion to fa,e and +olve the
problem"
%ata Collection
A+ we -now that mo+t mar-ing re+ear,h report whi,h underta-e +urvey to learn about people
-nowledge benefit+ preferen,e +ati+fa,tion and +o on applie+ data" The que+tionnaire i+ the
mo+t ,ommon in+trument for ,olle,ting primary data" The que+tionnaire prepared wa+
,arefully developed te+ted and debugged before being admini+tered on a large +,ale" The
form wording and +equen,e of the que+tion+ in the que+tionnaire were -ept +imple dire,t and
unbia+ed"
Sam&le Plan
A pre*pilot te+t wa+ underta-en to +tudy the Owner+ of 6i-e+ then a pilot +urvey wa+ done"
After through +tudy the final que+tionnaire wa+ prepared and re+ear,h wa+ underta-en"
Sam&le Si+e
Sample +i;e mean+ G0ow many retailer+ +hould be +urveyed" A+ we -now that large +ample
give+ more reliable re+ult+ than +mall +ample" .or my report I Surveyed )(( owner+ of bi-e+
in !ha;iabad City"
LIMITTION
/imited time wa+ a++igned to ,omplete the 8e+ear,h" In the ,urri,ulum it wa+ given a full
+eme+ter to ,omplete the 8e+ear,h but for me it wa+ only for two month+"
/imited area+ were a++igned to me be,au+e of the time ,on+traint+" !ha;iabad area wa+
a++igned to me"
/imited information from the dealerH+ +howroom" The dealer+ have not given me the
proper and +uffi,ient amount of information regarding the ,ompany profile and other
,on,erned information"
I had fa,ed few problem+ by the ,u+tomer+ during the time problem+ by the ,u+tomer+
during the time of filling of que+tionnaire" %o+t of them had behaved very rudely with
me a+ they are not +ati+fied with vehi,le"
A limited re+our,e wa+ there"
CONCL$SION
The following were the finding+ of the +urveyF
Two*Bheeler +egment ,ontain+ to attra,t the mo+t intere+t in the Auto Indu+try"
%otor,y,le+ have gone up @7"?I (':)'J?# unit+ during .ebruary '((J"
0E8O 0O&$A the mar-et leader i+ in two wheeler +egment and 6a3a3 Auto i+ in
+e,ond pla,e"
T=S motor+ have pu+hed up their motor,y,le +ale+"
It wa+ found that mo+t of the re+pondent+ (o,,upation 5 age wide# prefer 0E8O
0O&$A 5 then 6AAAA %OTO8 C1C/E T=S ,ome+ i+ Jrd pla,e"
In bi-e pur,ha+e priority it wa+ found that high mileage in the fir+t preferen,e and then
+tyle and pri,e ,ame at '
nd
and J
rd
po+ition"
%o+t li-ely model wa+ +plendor Pa++ion /ibero Pul+ar T=S ,ome+ on after that"
%o+t preferred 7 +tro-e bi-e+ in Splendor and Pul+ar"
%o+t preferred '*+tro-e bi-e in T=S %AD T=S S,otty"
BIBLIO*"P.Y
)" Kotler Philip %ar-eting %anagement Planning Implementation 5 Control 0all"
'" /eon !" S,hiffmal<Con+umer
J" C"8" Kothari< 8e+ear,h %ethodology"
4. www"google",om
5. www"tv+motor+",om
www"yahoo",om