Tvs Two Wheeler Customer Satisfaction

 

TVS TWO WHEELER CUST CUSTOMER OMER SATISFACTION SURVEY IN TIRUPATI

 

OBJECTIVES:

•

TO MEASURE THE TVS TWO WHEELER CUSTOMER SATISFACTION LEVEL IN TIRUPATI.

•

•

TO IDENTIFY THE INFLUENCING FACTORS REGARDING CUSTOMER SATISF REGARDING SATISFACTION. ACTION. TO REDESIGN THE MARKETING STRATEGIES BASED ON THE STUDY, IF REQUIRED.

 

TVS MOTO MOTOR R COM COMP PAN ANY Y LTD:  Tvs Motor

Company Company Limited Limited is a multinational motor cycle company headquartered at Chennai,India.

 It

was founded founded by T. T.V. Sundar Sundaram am Iyengar Iyengar in 1978.

 It

produces Motorcycles,Scooters,Thre Motorcycles,Scooters,Three-wheelers e-wheelers and

Spare parts.  It is the third largest two wheeler manufacturer in India.  Revenue(2017-18 Revenue(2017-18):15129 ):15129 Cr  Net income asset s  Total assets

Rupees

(2016): 328 Cr Rupess (2016): 4922 Cr Rupees

 

HISTORY:  Sundara Sundaram m Clayt Clayton on

was formed formed in 1962 in collabor collaboration ation with

Clayton Dewandr Clayton Dewandre e Holdings Holdings U.K.It U.K.It produces produces bre breaks aks,ex ,exhaus hausts ts and various Automotive parts.  They

set up a new plant plant at Hosur in 1978 to manu manufactur facture e Mopeds.

 In 1980 TVS 50,India’s first two

seater sea ter moped moped was relea released. sed.

 Then

in 1982 the company collaborated with Suzuki Ltd resulted result ed in a joint venture.Commer venture.Commercial cial production of motor

cycles began in 1984  Tvs and Suzuki shared shared a 19 year long rrelationship elationship producing producing suzuk suz ukii samur samurai, ai,sup supra ra,sh ,shogu ogun n model models.In s.In 200 2001 1 compan company y wa wass seperated sepera ted and renamed renamed as TVS Motor. Motor.

 

MODELS:

Motorcycles:

Tvs apache

Tvss star city Tv

Tvs sport

Tvss Victor Tv

 

scooters

Tvs wego Scooty pep

Tvs jupiter

Tvss zest Tv

 

MOPED

TVS XL

 

INDIAN TWO WHEELER MARKET BRAND NAME

SHAR SH ARE E IN 20 %M2018 ARKE18: T SHA:RE

HERO MOTOR CORP INDIA PVT LTD

36.56%

TVS MOTORS INDIA PVT LTD

14.24%

HONDA MOTOR INDIA PVT LTD CYCLES & SCOOTERS

28.60%

BAJAJ INDIA PVT LTD

9.5%

ROYAL ENFIELD MOTORS INDIA PVT LTD

4.7%

YAMAHA MOTORS INDIA PVT LTD

3.92%

OTHERS

2.5%

 

Tvs sales Growth rate rate ffor or the past 6 years years

YEAR

NO OF UNITS SOLD

GROWTH RATE

2010-11

11768910

2011-12

13409150

13.93%

2012-13 2013-14

13797185 14806778

2.89% 7.30%

2014-15

15975561

7.90%

2015-16

16455851

3.00%

2016-17

17589738

6.80%

2107-18

20192672

14.70%

 

RESEARCH METHODOLOGY:

•

RESEARCH DESIGN: DESCRIPTIVE DESIGN

•

DATA SOURCE: •

SECONDARY SOURCE: tvsmotor.com

•

PRIMARY SOURCE: Through Questionnaire

•

RESEARCH APPROACH: Through Survey

•

RESEARCH INSTRUMENT: Questionnaire

•

•

•

SAMPLING PLAN: •

SAMPLE SIZE –  SIZE – 97 97

•

SAMPLE FRAME –  FRAME – TIRUPATI TIRUPATI

•

SAMPLE METHOD –  METHOD – CONVENIENCE CONVENIENCE SAMPLING

CONTACT METHOD: CONTACT METH OD: PERSONAL PERSON AL INTERVIEW INTERVIEW STATISTICAL TOOL: CHI SQUARE TEST

 

SATISFACTION: CUSTOMER SATISFACTION:

•

•

•

CUSTOMER SATISFACTION SURVEY IS A MEASURE OF HOW PRODUCTS AND SERVICES SUPPLIED BY A COMPANY MEET CUSTOMER EXPECTATION. IN GENERAL CUSTOMER RESPONSES ARE COLLECTED AND USED TO ANAL ANALYZE YZE WHETHE WHETHER R ANY CHANGES N NEED EED TO BE MADE TO IINCREASE NCREASE THE OVER ALL SA SATISF TISFACTION ACTION OF CUSTOMERS. CUSTOMER SATISFACTION IS DIRECTLY CONNECTED TO CUSTOMER NEEDS.

 

1)GEND 1)G ENDER ER DISTRI DISTRIBUT BUTION ION::

PARTICU LARS

NO OF RESPON DENTS

%

MALE

77

79.38%

FEMALE

20

20.61%

MALE FEMALE

INTERPRETATION: INTERPRETA TION: FROM THE ABOVE CHART CHART,, WE CAN CONCLUDE THAT 79.38% OF THE RESPONDENTS ARE MALE AND 20.61% OF THE RESPONDENTS ARE FEMALE.

 

2)AGE 2)A GE DISTRI DISTRIBUT BUTION ION:: 18-25

AGE

NO.OF RESPON DENTS

PERCEN TAGE

18-25

22

22.68 %

26-35

32

32.98%

36-45

27

27.83%

>45

16

16.49%

TOTAL

97

100%

26-35

12%

28%

36-45

>45

22%

33%

INTERPRETATION:FROM THE ABOVE CHART WE CONCLUDE THAT 22.68% OF RESPONDENTS ARE OF AGE 18-25, WHILE 32.98% ARE OF AGE 26-35, 27.83% ARE OF AGE 36-45 AND 16.49% ARE OF OF AGE > >45 45 YEARS YEARS

 

3) TVS VEHICL VEHICLE E USAGE USAGE Sales NO. NO. OF YEARS

NO.OF RESPONDE NTS

% 46.39%

25.77%

< 1 YEAR 1-2 YEARS

< 1 YEAR

25

25.77%

1-2 YEARS

27

27.83%

>2 YEARS

45

46.39%

27.83%

> 2 YEARS

INTERPRETATION: FROM THE ABOVE T INTERPRETATION: TABLE ABLE IT IS CLEAR T THA HAT T 25.77% ARE USING TVS TWO WHEELER VEHICLE FOR