AN INUSTRIAL PROJECT REPORT

ON

CONSUMER SATISFACTION

AT

ANNAPURNA TVS, SILIGURI, WEST BENGAL

PREPARED BY:

NAME : BIKASH JHA

ROLL NO: 79/BBA/080221

REG.NO: 790080

DATE : 16/05/2011

UNDER GUIDENCE OF

EXTERNAL GUIDE INTERNAL GUIDE

MR.KAMAL LAKHOTIYA ABHIJIT ROY

( MANAGER) (lecturer) dep of

mgt of G J C

SUBMITED TO:

GYAN JYOTI COLLEGE UNIVERSITY OF NORTHBENGAL

DARJEELING: 734013

1
DECLARATION

I DO HERE BY DECLARE THAT THIS REPORT IS SUBMITTED BY ME FOR

PARTIAL FULLFILMENT OF THE BACHELOR OF BUSINESS
ADMINISTRATION IN INFORMATION TECHNOLOGY CENTRE, NORTH
BENGAL UNIVERSITY.THE REPORT IS EXCLUSIVELY PREPARED BY ME
AND HAS NOT BEEN SUBMITTED TO ANY OTHER INSTITUTION OR
PUBLISHED ANYWHERE BEFORE.

DATE: SIGNATURE
 Certificate from internal guide

To whom it may concern

This is to certify that the project entitled “CONSUMER SATISFACTION” at

‘TVS’ company, area of marketing submitted to Gyan Jyoti College in partial
fulfillment of requirement for the award degree of Bachelor of Business
Administration in the record of original and independent work carried out by Mr.
Bikash jha under my guidance and supervision.

This has not been previously formed a basis of the award of any
degree / diploma or other similar title of recognition.

_________________________

Date Signature of Internal Guide

ACKNOWLEDGEMENT

AT THE VERY OUT SET, I WOULD LIKE TO THANK MR.KAMAL

LAKHOTIYA OF ANNAPURNA TVS MOTORS FOR HIS GUIDANCE TO

UNDERTAKE THIS PROJECT.

I AM GRATEFUL TO SIR FOR ENABLING ME TO TURN DREAM TO

REALITY.

I EXPRESS MY DEEP SENSE OF GRATITUDE TO MY INTERNAL GUIDE,

MR. SUVAMAY BHOUMIK (FACULTY MEMBER, LECTURER) FOR HIS

HELP AND ADVICE DURING THE PREPARATION OF THIS REPORT.

DATE: BIKASH JHA

SIGNATURE
 CONTENTS
PARTICULARS

1. Introduction of the Project

2. Need of the study

3. Objectives of the Study

4. Statement of the problem

5. Company Profile

6. Literature Review

7. Methodology

8. Data Analysis

9. Findings & Conclusion

10. Suggestion

11. Bibliography

12. Appendix
INTRODUCTION

REASON TO MONITOR CUSTOMER SATISFACTION

The reason an organization is interested in the satisfaction of its consumers is

because the consumer purchase or use the organization products. The organization
is interested in retaining its existing consumer and increasing the numbers of its
customers. The state of satisfaction depends on a number of both psychological
and physical variables which correlates with satisfaction behavior such as return
and recommend rate. The usual measures of consumer satisfaction involve a
survey instrument with a set of statements using different scales. The consumer is
asked to evaluate each statement in term of their perception and expectation of the
performance of the organization being measured.
The TVS Group is one of India's largest industrial conglomerates. TVS undram
Iyengar and Sons Limited, established in 1911, is the parentand holding company
of the TVS Group. TVS Motor Company is the third largest two-wheeler
manufacturer in India and one among the top ten in the world, with annual turnover
of more than USD 1 billion in 2008-2009, and is the flagship company of
the USD 4 billion TVS Group. With a workforce of over 5000, the company has
4 plants - located at Hosur and Mysore in South India, in Himachal Pradesh,
North India and one at Indonesia. The company has a production capacity of 300
thousand units a year. T V S a n d S o n s a l s o d i s t r i b u t e H e a v y D u t y
C o m m e r c i a l V e h i c l e s , J e e p s a n d C a r s . I t r e pr e s e n t s pr e m i e r
a u t o m o t i v e c o m p a n i e s l i k e Ashok Leyland, Mahindra and Mahindra Ltd.,
Fiat and Honda. It also distributes automotive spare parts for several leading
manufacturers. TVS & Sons has grown into a leading logistics solution provider
and has set up state-of-the-art warehouses all over the country. It has also
diversified into distributing Garage equipment that ranges from paint booths to
engine analyzers and industrial equipment products.

Consumer Satisfaction, commonly abbreviated CS is a business term which is used

to capture the idea of measuring how satisfied an enterprise’s consumer are with
the organization effort in a market place. The best way to find out whether our
consumer are satisfied or not is to ask them. It is seen as a key business
performance indicator and is part of four perspectives of a balance score card.
Consumer satisfaction is essential survival of our business. Every organization
has consumer of some kind. The organization provides products (goods or
services) of some kind to its consumers through the mechanism of a market place.

Whether the buyer is satisfied after purchase depend on the offers performance in
relation to the buyer expectation. In general satisfaction is a person's feeling of
pleasure or disappointment resulting from comparing a products perceived
performance relation to his/her expectations. If the performance falls short of
expectation, the consumer is dissatisfied. If the performance matches the
expectation consumer is satisfied. If the performance exceeds the expectation the
consumer is highly satisfied.

Consumer satisfaction cannot be very difficult. After all you either satisfied with
the services you receive or you are not. If you don’t you are not. If it is that easy,
then obtaining people's opinion about how satisfied they are with relatively straight
forward matter- or is it?. Consumer satisfaction is a marketing tool and a definite
value added benefit. It is often perceived by customers as important as the primary
product or service your organization offers.

What is consumer satisfaction?

“consumer satisfaction” satisfaction of a consumer want is an essential
Part of the market operation fundamentally, a person buys (acquires) a
Product for the satisfaction it will provide.

What is meant by the term consumer satisfaction?

Consumer satisfaction is measure of how the products or services that are supplied
by a company match up against consumer’s expectations of that product or service.
For example if you purchase an item from a T.V commercial that guarantees
consumer satisfaction, it must be a product that matches your expectation of how
good you think the product will be or how good it perform. There’s a consumer
satisfaction index for measuring these expectations closer.

What does the term primary consumer mean?

A primary consumer simply put is a behavior. It is the first level of organisms on
the food chain that doesn’t produce its own food.
NEED OF THE STUDY
I have done the project on consumer satisfaction under TVS SIIGURI. In this
project, I have to judge the satisfaction level of the consumer towards the
company.

This study gives me an opportunity to experience the practical marketing scenario.

This project helps me to know different consumer opinion regarding the company.
Most important thing is that this study gives me an opportunity to work under a
well established company.

This project will help the company to know the problems of the consumer that they
are facing and help them to get some new idea to increase the sales in future.

The needs for the study of consumer satisfaction are as follows:-.

 It generates sufficient demand of product means the new product in market. It

induces the consumer to enhance the new product.
 It influence consumer and make them aware of the product of the company.
 The Marketing research is helpful for us to get the real market experience. Even
this study is helpful for the company to increase the sales by understanding the
consumer and their changing taste, preference and also to analyze the
competitor promotional strategy.
 Competitor’s current position
 Get some practical knowledge about the market.
STATEMENTOF THE PROBLEM

The Automobile industry has become very competitive especially with the entry of
global players TVS, BAJAJ, YAMAHA, HONDA, HERO HONDA, SUZUKI and
many other Automobile industry. TVS comes under the category of Automobile
industry. The service and different product launched by TVS are relatively more
expensive and these products are expected to have a longer life. Consumer Are not
particularly loyal to any products but often take considerable time to compare and
evaluate the brand.
My study is to Asses the consumer satisfaction of TVS Silliguri. The Study
will Asses broadly on choice and preference of the consumer strengthens,
measuring the quality of the product. So it’s a different task for the company to
know the point view of the consumers. It always creates a problem for the
company for being a leader. The company has to face many problems and he has to
know who the competitors in the market are and what type of service they are
providing and current product they are launching.
This project will obviously help them to become to a number one company in
the market.
OBJECTIVE OF THE STUDY

 The important objective of preparing this project is to benefit the consumer and
the company.
 Being a project trainee my objective was to understand the consumer behavior
through this project.
 To find out the average consumer of TVS SILIGURI.
 To find out the premium product in the market and its unique features.
 The objective of the company is to see where it stands in the eyes of its
consumer there by enabling services and product improvement which will lead
to higher satisfaction level.

The objective of a consumer is to gain maximum satisfaction from the services of a

company. Thus to fulfill consumer need a company should take care of their
consumer opinion, suggestion, and recommendation.
Company profile

Date of Establishment 1982

Revenue1043.85 ( USD in Millions )
Market Cap 26153.5456257 ( Rs. in Millions )
Corporate Address Jayalakshmi Estates,29 (Old No.8) Haddows Road, Chennai-600006, Tamil
Nadu
www.tvsmotor.co.in

Chairperson - Venu Srinivasan

MD - Venu Srinivasan
Directors - C R Dua, H Lakshmanan, K S Bajpai, K S Srinivasan, Prince Asirvatham, R
Ramakrishnan, T Kannan, T S Rajagopalan, Venu Srinivasan

Business OperationAutomobile Two & Three Wheelers Background

TVS Motor Company was incorporated in 1982. It is third largest two-wheeler manufacturer in
India and one among the top ten in the world. TVS Motor is the flagship company of the $4
billion TVS Group.

The company manufactures a wide range of two wheelers such as mopeds, scooters and
motorcycles. It has four manufacturing.

Financials Total Income - Rs. 44968.7 Million ( year ending Mar 2010)

Net Profit - Rs. 880.1 Million ( year ending Mar 2010)

Company Secretary K S Srinivasan

Bankers Auditors Sundaram & Srinivasan

TVS Motor Company Limited is an India-based company. The Company is engaged in

manufacturing of a range of two-wheelers from mopeds to racing-inspired motorcycles. It has
two segments: Automotive vehicles and Automotive components. Motorcycles offered by the
Company include Apache RTR 180, Flame DS 125, Flame, TVS Jive, StaR City, Sports. .
Variomatic scooters offered include TVS Wego, Scooty Streak, Scooty Pep+, Scooty Teenz, and
mopeds include TVS XL Super and TVS XL Heavy Duty. During the fiscal year ended March
31, 2010 (fiscal 2010), the Company launched TVS JIVE 110 cubic centimeter, TVS wego, TVS
Apache RTR 180 and TVSTRU4. The Company has four plants, which is located at Hosur and
Mysore in South India, in Himachal Pradesh, North India and one at Indonesia. The subsidiaries
of the Company include Sundaram Auto Components Limited, TVS Energy Limited and TVS
Housing.

TVS COMPANYSVISION AND MISSION:-

Mission:
They have commited to being a highly profitable, socially responsible, and
leading manufacturer of high value of money, environmentally friendly, lifeline
personal transportation product under the TVS brand, for consumer predominantly
in Asian market and to provide fulfillment and prosperity for employees, dealers
and suppliers.

VISSION STATEMENT:

TVS MOTOR- DRIVEN BY THE CONSUMERS

TVS Motor will be responsible to consumer requirement consonant with its core
competence and profitability. TVS Motor will provide total consumer satisfaction
by giving the consumer the right product, at the right price, at the right time.

TVS MOTOR-THE INDUSTRY LEADER

TVS Motor will be one among the top two wheeler manufacturers in India and one
among the top five two-wheeler manufacturer in Asia.
TVS MOTOR-AT THE CUTTING EDGE
TVS Motor will hone and sustain its cutting edge of technology by constant
benchmarking against international leaders.

TVS MOTOR-COMMITED TO TOTAL QUALITY

TVS Motor commited to achieving a self-reviewing organization in perpetuity
TQM as a way of life. TVS Motor believes in the importance of the process.
People and projects will be evaluated both by their end results and the process
adopted.

TVS MOTOR-THE HUMAN FACTOR

It believes that people make an organization and that its well being is dependent on
the commitment and growth of its people. There will be a sustained effort through
systematic training and planning career growth to develop employees talents and
enhance job satisfaction. TVS Motor will create an enabling ambience where the
maximum self-actualisation of every employee is achieved. TVS Motor will
support and encourage the process of self-renewal in all its employees and nature
their sense of self-worth.

TVS MOTOR-RESPONSIBLE CORPORATE CITIZEN

It firmly believes in the integration of safety, health and environmental aspect with
all business activities and ensure protection of employees and environment
including development of surrounding communities. TVS Motor strive for long-
term relationship of mutual trust and independence with its consumer, employees,
dealers and suppliers.
COMPANY HISTORY

TVS Motor Company was incorporated in 1982. It is third largest two-wheeler

manufacturer in India and one among the top ten in the world. TVS Motor is the
flagship company of the $4 billion TVS Group.

The company manufactures a wide range of two wheelers such as mopeds, scooters
and motorcycles.

It has four manufacturing facilities located at Hosur, Mysore,  Himachal Pradesh

and Indonesia and a production capacity of 300 thousand units a year. 

In the motorcycles segment company it has created brands like TVS Apache, TVS
Star and TVS Flame.

In variomatic scooters segment TVS Motor manufactures brands like TVS Scooty
Pep + and TVS Scooty Teenz.

It has created brands like TVS XL Super and TVS XL Heavy Duty in mopeds
segment.

Milestones
In the year 1980 TVS Motor launched India’s first two-seater 50cc moped TVS 50.

In 1984, the two-wheeler major became the first Indian company to introduce
100cc Indo-Japanese motorcycles.

In 1994 it launched India’s first indigenous scooterette -- TVS Scooty,a 100cc

model.

 
Awards
TVS Motor Company is the only two-wheeler company in the world to be
honoured with Deming Prize as recognition in Total Quality Management

It was awarded by Ministry of Science, Government of India for its indigenous

technology for TVS Victor at Technology Award 2002

Outlook
In order to cater premium segment TVS motors launched Apache RTR 160 RD
motorcycle.

Leading TVS bike dealers since 1996 in Neyveli, SRI BALAJI TVS, expanded its
network of sales to Neyveli , Township ,Vadalur, SriMushnam, Pennadam,
Thittkudi, Veppur, Thozhuthur, and Kadampuliyur. Equipped with sales and
marketing team numbering more than 20 to cater to the needs of people in and
around neyveli with the best matched models of TVS range of Bikes.

With 20years of association with TVS Motor Co., they have crossed many miles
stones in their business of Motor Bikes Sales. Their performance in terms of sales
and service brought them many awards & Rewards.

They offer best services for Bikes to their customers to complete satisfaction.
Exclusive service station to meet the consumer demand with state of art facility in
service of vehicles and delivery in schedule. They have reached to the extent of
Sales achievement by appointing four authorized service center in and around
Neyveli :

 
AUTHORIZED SERVICE CENTRES:

 
Sri Sembai Agencies (Vadalur),

Arthi Motors(Pennadam),

Shri Kannabiran Motors(Thittakudi),

Sri Prathiyangara motors (SriMushnam).

With employees counting to 60 and above they work for the better improvement in
sales of their products and increasing their area of sales with maximum count.
They believe in Quality sales and service of Bikes with complete satisfaction of
our consumer that helped them in improving their consumer database with more
than  10000 consumers. They are proud to produce their achievements on
milestones reached by them.
LITERATURE REVIEW
The Indian economy has grown at an annual rate of more than 8% over the last five
years and the industrial production has made an outstanding contributi on
to this growth. MOTORCYCLE company was licensed, controlled and
restricted in the early years of independent India and had a limited
contribution to the economy. The industry currently contributes about5% of the
GDP and it is targeted to grow fivefold by 2016 and account for over 10%
of India’s GDP. Over a period of more than two decades the Indian Automobile
industry has been driving its own growth through phases. The entry of TVS
Corporation in Indian passenger bike manufacturing is often pointed as the
first sign of India turning to a market economy.
Since then the automobile sector witnessed rapid growth year after year. By late-
90's the industry reached self reliance in engine and component manufacturing
from the status of large scale importer. With the Indian middle class earning higher
per capita income, more people are ready to own private vehicles including
two-wheelers. Product movements and manned s e r v i c e s h a v e
boosted in the sales of medium and sized commercial
vehicles for passenger and goods transport. Side by side
w i t h f r e s h v e h i c l e s a l e s g r o w t h , t h e automotive components sector
has witnessed big growth. The domestic auto components consumption has crossed
rupees 9000 crores and an export of one half size of this figure. The key players
in the automobile industry are-TVS, Honda, bajaj, Yamaha, suzuki etc. The
Indian automobile industry is going througha p h a s e of r a p i d c h a n g e a n d
h i g h gr o w t h . W i t h n e w p r o j e c t s c o m i n g u p o n a r e g u l ar basis, the
industry is undergoing technological change. The major players are expanding
their plants and focusing on mass customization, mass production, etc. The
Government of India has liberalized the foreign exchange and equity regulations
and has also reduced the tariff on imports, contributing significantly to
the growth of the s e c t or . H a v i n g f i r m l y e s t a b l i s h e d i t s p r e s e n c e i n
t h e d o m e s t i c m a r k e t s , t h e I n d i a n automobile sector is now penetrating the
international arena. Vehicle exports from India are at their highest levels v a r i o u s
perspectives of brand loyalty have been studied by many
m a r k e t e r s a n d researchers.
RESEARCH METHODOLOGY

1.1 DATA COLLECTION METHEDOLOGY

I have categorized the options, taking the frequencies. I have used pie charts and
tables to represent my findings.

Prepared questionnaire
Applied Statistical tool of ‘Simple Random Sampling’ to find out the percentage of
Consumer of TVS SILIGURI. The research is conducted to achieve the objectives,
which are both explorative and descripted in nature and involved personal
interviews based on the questionnaire format. This research is a part of exploratory
research which helps to get inside to a research problem & also it is a part of
survey method to gather data from a selected number of people

The major part of the research Methodology is:-

 Research Method:- i.e. Primary & Secondary

 Sampling Plan

 Questionnaire Design

The data is collecting from both from the primary data and secondary data source.
Primary data source: - The data is collecting from the customers, buyer, user,
dealers and some other respondents by following:-

 Questionnaire method
 Personal interview
 Observation

Secondary data source: - The information required can be collected entirely

from published source and internal records. The data is collecting from the
company internal as well as from the external resources. Internal sources include
company catalog, and also from the company website. External sources include
magazines, journal, etc.

1.2 SAMPLE DESIGN:

 Target population:

The survey is conducting mainly by visiting customer in SILIGURI only.

 Sampling Frame:
 The survey is conducting within the city of Siliguri.

 Sample size:

Visited 25 respondents and others customers in SILIGURI.

 Sampling technique:

Here the sampling technique followed is simple random method.

TOOLS

Use of percentages & bar graph for analysis

Bar chart

Pie chart

Data Analysis
Mean: mean or Arithmetic mean is defined as the sum of observation divided by
the number of observation. Symbolically x= weight age average mean is obtained
on multiplying the values of the variables by the corresponding weights and then
dividing the sum of product by the sum of the weight.

1. How do you know about TVS?

Response Frequency(f) Percentage

Friends 5 20
Television 16 64
Newspaper 3 12
Radio 1 4
Total 25 100

Calculation of weighted arithmetic mean:-

 Weighted
Frequency(f) Score(w) Score(f*w)
Friends 5 3 15

Television 16 4 64

Newspaper 3 2 6

Radio 1 1 1

Total number of respondent =25

Mean =

Where,
wi = score assigned
fi = number of responses received in each case
n= sample size

Mean = = 86/25 = 3.44

Hence in this case we see that mean=3.44, which is closer to 2 and 3. It is a

response between ‘Friends’ and ‘television. So we can say that it is a good
response,

2. Where will you rate TVS?

Response Frequency(f) Percentage
Good 14 56
Better 8 32
Best 3 12
Excellent 0 0
Total 25 100

Calculation of weighted arithmetic mean:-

 Weighted
Frequency(f) Score(w) Score(f*w)
Good 14 4 56

better 8 3 24

Best 3 2 6

Excellent 0 1 0

Total number of respondent =25

Mean =

Where,
wi = score assigned
fi = number of responses received in each case
n= sample size

Mean = = 86/25 = 3.44

Hence in this case we see that mean=3.44, which is closer to 2 and 3. It is a

response between ‘good’ and ‘better’. So we can say that it is a good
response,

3. What type of service they provide when you go for maintenance?

Response Frequency(f) Percentage
Good 14 56
Better 8 32
Best 2 8
Excellent 1 4
Total 25 100

Calculation of weighted arithmetic mean:-

 Weighted
Frequency(f) Score(w) Score(f*w)
Good 14 4 56

better 8 3 24

Best 2 2 4

Excellent 1 1 1 Total number

of respondent
=25

Mean =

Where,
wi = score assigned
fi = number of responses received in each case
n= sample size

Mean = = 85/25 = 3.4

Hence in this case we see that mean=3.4, which is closer to 2 and 3. It is a

response between ‘good’ and ‘better’. So we can say that it is a good
response,

4. Promotion technique used by TVS?

Response Frequency(f) Percentage

Paper 14 56
Advertisement
Hoarding 9 36

Exhibition 2 8

Total 25 100

Calculation of weighted arithmetic mean:-

 Weighted
Frequency(f) Score(w) Score(f*w)
Paper
advertisement 14 3 42

Hoarding 9 2 18

Exhibition 2 1 2
Total
number of respondent =25

Mean =

Where,
wi = score assigned
fi = number of responses received in each case
n= sample size

Mean = = 62/25 = 2.48

Hence in this case we see that mean=2.48, which is closer to 2 and 3. It is a

response between ‘paper advertisement’ and ‘hoarding’. So we can say that
it is a good response,
 5. How attractive is the TVS brand?

Weighted
Response Frequency(f) Score(w)
Frequency(f) Percentage Score(f*w)
Very attractive 5 3 15
Very Attractive 5 20
Attractive 17 17 4 68 68
Boring 3 12
Boring 3 2 6
Very Boring 0 0
Total 25 100

Calculation of weighted arithmetic mean:-

Very boring 0 1 0

Total number of respondent =25

Mean =

Where,
wi = score assigned
fi = number of responses received in each case
n= sample size

Mean = = 98/25 = 3.92

Hence in this case we see that mean=3.92, which is closer to 3 and 4. It is a

response between ‘very attractive and ‘attractive’. So we can say that it is a
good response.

6. How does they response to your complains?

Response Frequency(f) Percentage
Very Fast 2 4
Fast 15 60
Very Slow 2 4
Slow 6 24
Total 25 100

Calculation of weighted arithmetic mean:-

 Weighted
Frequency(f) Score(w) Score(f*w)
Very fast 2 1 2
Very slow
fast 15 3 45 6
2
slow 2 1 2 12

Total number of respondent =25

Mean =

Where,
wi = score assigned
fi = number of responses received in each case
n= sample size

Mean = = 67/25 = 2.68

Hence in this case we see that mean=2.68, which is closer to2 and 3. It is a
response between ‘very slow and ‘fast’. So we can say that it is a good
response.
CONCLUSIONS
Preparing this project is a great experience in terms of the knowledge that I gained,
working with TVS SILIGURI is a get privileged to me.

In the project, I have got the task of a marketing research, where I have to track the
responses of the consumer in TVS SILIGURI. To talk about my project, I mainly
have to focus on the consumer, where I have to take 25 respondents feedbacks and
analyze what difference, how many of them are loyal to the preferred company,
satisfaction level etc.

In competitive environment, company has to make SWOT analysis publicize its

strength and attract the consumer, identify the opportunities and make maximum
effort to utilize its opportunities and overcome its weakness.

The project involves interaction with different kinds of people with different
background which has helped me to know the kind of problem faced by the people
conducting market survey. Market survey has helped me to get information about
consumer, their satisfaction and other forces in the market places.

It took about 3 months to complete the project but these three months has
hopefully taught me what to expect in corporate future.

The TVS SILIGURI was very co-operative and gives me the times and I hope the
sincere work that I have done will be of great help to TVS SILIGURI in
understanding consumer satisfaction and to use the information as a corrective
measure for a better future.

SUGGESTION &RECOMMENDATION
The study revealed and taught me a lot of things Based of the findings of the study
I think a few recommendations are necessary:-

A. Communication with the consumers should be improved.

B. The company should use new era of methodology to improve their brand.

C. The TVS SILIGURI should reduce the price of the product so that lot of
consumer of Middle and lower class family can enhances the brand.

D. Quality & model of product should be improved.

E. Servicing process should be improved & they should treat their consumers
well.
 BIBLIOGRAPHY

BOOKS REFERRED
Marketing Management by Rajen Saxena

Marketing Research by Rajendra Nargundkar

Marketing Research by GC Beri

WEBSITES
www.tvs.co.in
www.Answers.com
www.consumersatsfaction.com
www.questionnaire.com
www.shine.com

MAGAZINES
India Today
Business World

Appendix
 QUESTIONNAIRE

PERSONAL DETAILS:-

NAME: - ______________________________

AGE: - ______________________________

ADDRESS: - ______________________________

OCCUPATION: - ______________________________

1. How do you know about TVS?

FRIENDS TELIVISION NEWSPAPER RADIO

2. Are you satisfied by the brand TVS?

YES NO
3. Do you think TVS is better than other brand?

YES NO

4. Does TVS need to improve quality of product?

YES NO

5. Would you like to prefer other bike than TVS?

YES NO

6. Where will you rate TVS?

GOOD BETTER BEST EXCELLENT

7. What type of service they provide when you go for

maintenance?

GOOD BETTER BEST EXCELLENT

8. Do you have motorcycle in your home, if yes which one?

 TVS HONDA HEROHONDA BAJAJ

YAMAHA SUZUKI NON OF THESE

9. Promotion technique used by TVS?

PAPER ADVERTISEMENT HOARDING EXHIBITION

10. How attractive is the TVS brand?

VERY ATTRACTIVE ATTRACTIVE BORING

VERY BORING

11. How is the behavior of TVS Company?

VERY FRIENDLY FRIENDLY NORMAL RUDE

VERY RUDE

12.How does they response to your complains?

VERY FAST FAST VERY SLOW SLOW

13.Are you loyal to the company?

ALWAYS USUALLY RARELY NEVER

14.The price of product of TVS is?

VERY HIGH HIGH AVERAGE LOW

15.What type of service does company supply?

GOOD BETTER BEST BAD