ACKNOWLEDGEMENT

The completion and drafting is a solitary task but one which has been made smoother with the help of many. Here I take this opportunity to thank those who have made a vital contribution in shaping this study I would like to express my profound gratuity to Mr. Sheel Mirji (Managing Director) and Mr. Abhishek Desai (HR Manager) for giving me an opportunity to take my In-Plant Training at Manickbag Automobiles Pvt. Ltd, Dharwad Road, Belgaum. Any accomplishment requires the efforts of many people. I am indebted to all the Employees of Manickbag Automobiles Pvt. Ltd, who extended their help and cooperation in collecting data for my project Regardless of the source I wish to express my gratitude to those who have contributed to my project, even though anonymously I extend my thanks to our Director, Mr.Rajendra M, Principal, Sadanand Havangi & Arun Kubsadgoudar (Marketing Faculty) for providing me an opportunity to work for Manickbag Automobiles Pvt. Ltd, Dharwad Road, Belgaum. I would also like to thank my parent and friends for their infinite love, valuable guidance, support and help during my project. This project wouldnt have seen the light of the day, if it wasnt for the cooperation of all these people. Place: Hubli. Samarpan Martin Luther.V

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STUDENT DECLARATION

I Samarpan Martin Luther hereby declare that this project report entitled A STUDY ON PRE AND POST SALES SERVCES AND ITS IMPACT ON CUSTOMER SATISFACTION with reference to MANICKBAG AUTOMOBILES PVT LTD under the guidance of Prof. Arun Kubsadgoudar is original and not copied from any other earlier report. The empirical conclusion and finding of this report is based on the information collected by me.

I further declare that the project report has not been earlier submitted to any other university for the award of any diploma\degree\ fellowship.

Place: - Hubli.

Samarpan Martin Luther

IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

Contents Sl. Titles No.

I

Page No.

Chapter 1
Introduction Literature Review Statement of the Problem Purpose of the Study Scope of the study Objectives of the Study Organization Profile Tata Motor Manickbag Automobiles Pvt. Ltd. Organization Chart Sampling Research Design Data Collection Method Measuring tools 2 3 5 7 8 9

II

Chapter 2
11 33 37 38 38 40 40

III

Chapter 3 Results & discussion with Charts & graphs 42 58

IV

Recommendations Chapter 4 Appendix Questionnaire Bibliography

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IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

1. Introduction. 2. Literature Review. 3. Statement of the Problem. 4. Purpose of the Study. 5. Scope of the study. 6. Objectives of the Study.

IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

INTRODUCTION

Manickbag automobiles Pvt Ltd deals with heavy light and medium commercial vehicles. It includes all Tata Motors. Apart from this it has its own Services Center and Spare Parts Center. In the present scenario the industry has given utmost importance of doing particular task at fastest time In order to satisfy the customers and attract new customers. In this project well come to know whether the customers of Manickbag automobiles Pvt Ltd have satisfied with pre & post sales services provided by them and the project emphasizes on A study on Pre and Post Sales Services and its impact on customer satisfaction at Manickbag automobiles Pvt Ltd. This project report contains the marketing research on customer satisfaction of Pre & post sales services towards a Tata motors. This study is entitled as A study on Pre and Post Sales Services and its impact on customer satisfaction at Manickbag automobiles Pvt Ltd.

OBJECTIVES OF THE STUDY To know what customer feels about the Manickbag automobiles service station. To measure the satisfaction level of customers at station. To know what specific services can be made available to the customers. To know the reasons for servicing in local garages. To know awareness level of Manickbag automobiles Service station.

IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

LITERATUR REVIEW

MEANING OF CUSTOMER SASTISFACTION Customer satisfaction refers to degree of satisfaction received by the customer on purchasing certain products. The level of satisfaction depends upon the experience and knowledge gained by the customer after using the product and services over a period of time. If the level of satisfaction is high the customer will become loyal to the product and to the manufacture other hand, if satisfaction level is low the customer then changes the product may will have bad impression on the company. It is a set of favorable or unfavorable feeling with ones consumer view their tasks. so in this project I have taken study on pre and post sales services and its impact on customer satisfaction at Manickbag automobiles. SATISFACTION: The contentment you feel when has done something right, the chef tasted the sauce with great satisfaction.. KINDS OF SATISFACTION: Pridesatisfaction with your (anothers) achievements. Complacency, complacence, self-complacency, and self-satisfaction----the feeling you have when you are satisfied yourself. 7

IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

Fulfillment----A feeling of satisfaction at having achieved your desires. Gloat, gloating, glee---malicious satisfaction.

DISSATISFACTION: Unhappiness caused by the failure of ones hopes, desires, or expectations disappointment, discontent, discontent, disgruntlement, letdown, and regret. See happy/unhappy. IMPORTANCE OF CUSTOMER SATISFACTION: The dealer has to conduct market surveys success or failure from long-term prospective. It is an effort to discover how satisfied customers are. The study depends much on the feedback given by customer. It creates brand name and image. It helps in identifying gray areas if any. It helps future improvement. PRE-SALES SERVICES: The services provided to the customer before the sale of products. These are also the important services that customers are expecting from the company. For example: Demo: Introduction of the product. Test drive: A test drive with customer. POST-SALES SERVICES: The service provided to the customer after the sale of product. These are the important services that customers are expecting from the company. 8

IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

For example: Free services: These are the services that company will provide free to its customers. Paid services: The customers have to pay for the services provided by the company.

STATEMENT OF THE PROBLEM

This Particular topic is selected because customer satisfaction plays very important role determining the success of any industry. Many Companies are aiming for high satisfaction because consumers who are just satisfied still find it is easy to switch when better offer comes along. Those who are highly satisfied does not switch to other brands. Management Problem: Company wants to know whether the customers of Manickbag automobiles Pvt Ltd are satisfied with the pre and post sales services provided by them to improve the quality of services.

Research Problem: A study on Pre and Post Sales Services and its impact on customer satisfaction at Manickbag automobiles Pvt Ltd. This project is aimed at analyzing the impact of pre & post sale services on customer satisfaction at Manickbag automobiles Pvt Ltd for Tata Motors.

SAMPLING
Population: Whole Belgaum city

IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

Sampling Frame: Customers of Manickbag automobiles Pvt Ltd are considered for the study that is only concentrated on owners of Tata Motors.

Sampling Unit: Were randomly selected from the available customer database. Sampling Method: Selective Random sampling survey method Sampling Size: A sample of 100 was chosen for the purpose of the study.

DATA COLLECTION METHOD

Primary Data: Questionnaire Secondary Data: Manickbag automobiles Pvt Ltd Records and Reports, and Websites.

MEASUREMENTS TOOLS
Measurement technique used for survey is questionnaire to collect information from the respondent through personal interaction.

Analytical technique:
Statistical technique used for measuring the response using SPSS software to find out the percentage.

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PURPOSE OF THE STUDY

To gain practical knowledge, experience and various challenges faced in the corporate world.

To know what customer feels about the Manickbag automobiles service station. To measure the satisfaction level of customers at station. To know what specific services can be made available to the customers. To know the reasons for servicing in local garages. To know awareness level of Manickbag automobiles Service station.

It helps to improve the quality of the services to satisfy the customers. It is also helps to identify the level of customer satisfaction towards Tata Motors at Manickbag automobiles Pvt Ltd.

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SCOPE OF THE STUDY

The research was undertaken to gather information from the respondents, to know exactly how customers are having perception towards the Tata Motors at Manickbag automobiles Pvt. Ltd. The questionnaire was specifically framed keeping in mind all the aspects and requirements that would fulfill our objectives and give us exact picture and that would help the organization to take better decisions. Primary data was collected by administrating questionnaire of 100 respondents. In the questionnaire all the questions were specifically framed as per the survey requirements and following are its details. Direct contact was maid with the respondents through the random sampling and all the customers were those who had come to buy the Tata Motors at Manickbag automobiles Pvt. Ltd. The study was conducted various part of the Belgaum City customers located in different part of the Belgaum City. The information was collected through Questionnaire. The questionnaire was administrated and collected on the spot.

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OBJECTIVES OF THE STUDY

To know what customer feels about the Manickbag automobiles service station. To measure the satisfaction level of customers at station. To know what specific services can be made available to the customers. To know the reasons for servicing in local garages. To know awareness level of Manickbag automobiles Service station.

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1. Organization Profile Tata Motor 2. Manickbag Automobiles Pvt. Ltd. 3. Organization Chart 4. Sampling 5. Research Design 6. Data Collection Method
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7. Measuring tools

Organization Profile. Tata Motors Ltd.

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BACKGROUND
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 realise 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 recognising 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 16

IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

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 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 Brazilbased Marcopolo, a global leader in body-building for buses and coaches to manufacture fullybuilt 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 Crdoba, Argentina. The pick-up will be sold in South and Central America and select European markets.

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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 companys 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 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.

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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, Indias 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 accordance with this, it plays an active role in community

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IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

development, serving rural communities adjacent to its manufacturing locations. With the foundation of its rich heritage, Tata

VISION:
Best in the manner in which we operate, best in the product we deliver and best in our value system and ethics

VALUES:
The Tata Group has always sought to be a value-driven organisation. These values continue to direct the Group's growth and businesses. The five core Tata values underpinning the way we do business are: Integrity: We must conduct our business fairly, with honesty and transparency. Everything

we do must stand the test of public scrutiny Understanding: We must be caring, show respect, compassion and humanity for our

colleagues and customers around the world, and always work for the benefit of the communities we serve. Excellence: We must constantly strive to achieve the highest possible standards in our day-

to-day work and in the quality of the goods and services we provide. Unity: We must work cohesively with our colleagues across the Group and with our

customers and partners around the world, building strong relationships based on tolerance, understanding and mutual cooperation.

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IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

Responsibility: We must continue to be responsible, sensitive to the countries, communities

and environments in which we work, always ensuring that what comes from the people goes back to the people many times over.

AREA OF BUSINESS:
Tata Motors product range covers passenger cars, multi utility vehicles as well as light, medium and heavy commercial vehicles for the goods and passenger transport. Seven out of ten medium and heavy commercial vehicles in India bear the trusted Tata mark. The Company has over 130 models of light, medium and heavy commercial vehicles ranging from two tonnes to 40 tonnes, buses ranging from 12 seaters from 60 seaters, tippers, Special Purpose Vehicles off road vehicle and defence vehicles. In addition to the growth opportunities in the buoyant demostic market, the company is pursuing growth through acquisition (it acquired Daewoo Commercial vehicles, Korea in 2004) and alliances (it has entered into a tie-up with MG Rover, UK, to supply 100000 Indicas to be budged as City Rover) in other geographies.

ENVIRONMENTAL RESPONSIBILITIES:
Tata Motors has led the Indian Automobile Industrys Anti-Pollution efforts through series of initiative in effluent and emission control. The company introduced emission control engines in its vehicles in India before the norms was made statutory. Modern effluent treatment facilities, soil and water conservation programs of the environment and the creation of green belts . EXPORTS: 21

IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

Tata Motors vehicles are exported to over 70 countries in Europe, Africa, South America, Middle East Asia and Australia. The company has also assembly operations in Malaysia, Bangladesh, Kenya, South Africa and Egypt.

LOCATION:
Tata Motors has manufacturing plants at Jamshedpur, Pune, Lucknow and Dharwad as well as integrated national sales, services and spares parts network that is focused on providing users with easy access services solutions.

MANAGEMENTS:
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 Mr. Ravi Kant Mr. P P Kadle Mr. P M Telang

Senior management:
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Senior Management
1. 2. 3. 4. 5. 6. 7. 8. 9. 10 . 11 . 12 . 13 . 14 . 15 . 16 .

Mr. Ravi Kant Mr.Praveen.P Kadle Mr. P M Telang Mr. A P Arya Mr. Rajiv Dube Mr.CRamakrishnan Mr. Shyam Mani Mr. K C Girotra Mr. R S Thakur Mr. M V Rajarao Mr. P Y Gurav Dr. S J Tambe Mr. Zackria Sait Mr. A M Mankad Mr. S Krishnan Mr. H K Sethna

Managing Director Executive Director (Finance and Corporate Affairs) Executive Director (Commercial Vehicles) President (Heavy and Medium Commercial Vehicles) President (Passenger Cars) Vice-President (Chairman's Office) Vice President (Sales and Marketing) CVBU Vice President (Lucknow Works & FBV) Vice President (Finance) Vice President (Manufacturing - Pune) Vice President (Corporate Finance-Accounts and Taxation) Vice President (Human Resource) Vice President (Technical Services) Head (Car Plant) Vice President (Commercial-PCBU) Company Secretary

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ASSOCIATES:
Tata Motors has made substantial investments in building associate and subsidiary Companies that complement and support its business activities. Those include: Tata Daewoo Commercial Vehicle Company manufactures heavy trucks ranging from

15T GVW. Tata Motors acquired this company in March 2004. Tata Cummins a joint venture with Cummins, USA, manufacturers Cummins engines for

Tata Motors. Telco Construction Equipment Company a joint venture with Hitachi Machinery

Company, Japan, is engaged in the manufacturer and sale of earth moving machinery and constructions equipment such as hydraulic excavators, cranes and wheel-leaders. Tata Technologies provides IT supports in area of engineering design, development and

validation, business information systems and ERP systems. HV Axles, manufacturer axles for Tata Motors Medium and Heavy Commercial Vehicles. HV Transmissions, supplies the Gearboxes for the companys Medium and Heavy

Commercial Vehicles. Tata Holset, a joint venture between Holset Engineering Company, UK, a wholly owned

subsidiary of Cummins Engine Company, USA and Tatas (Tata Motors, Tata International and 24

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Tata Industries are shareholders) Incorporated in 1994, this company manufacturers turbochargers for engines made by Tata Cummins Ltd as well as other auto manufacturers. TAL Manufacturing Solutions, manufacturers painting systems, welding lines, material

handling systems and robotics. It also develops factory automations solutions and provides consultancy services in the field of manufacturing process and factory and factory layouts. Concord Motors (India), Retails Tata Motors range of passenger vehicles. Tata Precision Industries, Singapore and Tata Engineering Services, Singapore, are

engaged in the manufacture of high precision tooling and spares parts, and warehousing respectively. Nita Company, Bangladesh is engaged in the assembly of Tata Vehicles for the

Bangladesh market.

PRODUCT GALLERY:
Commercial Vehicles/Light commercial vehicles Tata 207 DI single cab: 497 SP, diesel and direct injection engine, vacuum-assisted

hydraulic dual-circuit breaks with tandem master cylinder. Tata 207 DI crew cab: 497 SP, diesel, direct-injection engine with vacuum-assisted

hydraulic dual-circuit breaks with tandem master cylinder. SFC 407 Ex turbo truck: 497 SP turbo (India 2000) engine, vacuum-assisted hydraulic

dual-circuit breaks with tandem master cylinder. SFC 407 turbo truck: 497 SP turbo engine with vacuum-assisted hydraulic dual-circuit

breaks with tandem master cylinder; available in cab load-body, cab chassis, truck cowl and bus cowl versions. 25

IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

SFC 709 E truck: 497 D-four cylinder engine with vacuum-assisted hydraulic dual-circuit

breaks with tandem master cylinder; available in cab chassis and cab load-body versions LPT 709 E truck: 497 D-four cylinder engine with dual-circuit full air S-Cam brakes;

available in cab chassis and cab load-body versions. SFC 709 E aerial lift turbo truck: 497-turbo engine with vacuum-assisted hydraulic dual-

circuit with automatic brake adjuster. LPT 407 turbo truck: 497 SP turbo engine with vacuum-assisted hydraulic dual-circuit

with automatic brake adjuster; available in cab load-body, cab chassis version. Intermediate commercial vehicles: LPT 1109 turbo truck: 497 turbo four-cylinder engine with dual-circuit full air S-Cam

brakes. LP 1109 turbo truck: 497 turbo four-cylinder engine with dual-circuit full air S-Cam

brakes.

Medium and heavy commercial vehicles:

LPT 1615 TC turbo heavy-duty truck: Cummins 6 BT 5.9 TC water-cooled, turbo-

charged diesel engine with 6 inline cylinders, dual-circuit full air S-CAM service brakes. SE 1613 TC turbo truck: Cummins 6 BT 5.9 TC water-cooled, turbo-charged diesel

engine. With 6 inline cylinders and dual-circuit full air S-CAM service brakes. LPT 1613 TC turbo truck: Cummins 6 BT 5.9 TC water-cooled, turbo-charged diesel

engine with 6 inline cylinders and dual-circuit full air S-CAM service brakes.

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LPT 2515 TC turbo truck: Cummins 6 BT 5.9 TC water-cooled, turbo-charged inter

cooled diesel engine with 6 inline cylinders and dual-circuit full air S-CAM service brakes. LPT 2516 TC: With Cummins 6 BT AA 5.9 TC water-cooled, turbo-charged, inter-cooled

diesel engine with 6 inline cylinders and dual-circuit full air S-CAM service brakes.

Buses: SFC 407 turbo mini- bus: 497 SP turbo water-cooled direct injection diesel engine with

vacuum-assisted dual circuit hydraulic with tandem master cylinder. LPO 1510 CGS bus (CNG bus): 6B 5.9 CNG NA engine with 6 inline cylinders, fully

duplicated full air S-CAM brake system. LP / LPO 1510 Bharat stage II bus: 697 NA engine with 6 inline cylinders, fully

duplicated full air S-CAM brake system. LPO 1616 TC inter luxury Bharat stage II bus: With Cummins 6 BT AA 5.9 TC water-

cooled, turbo-charged, inter-cooled diesel engine and 6 inline cylinders and dual-circuit full air S-CAM service brakes

Defence Vehicles:
Tata 407 (4x4) soft-top troop carrier: 4 SP turbo engines with vacuum-assisted

independent hydraulic brakes. Tata 407 / (4x2) hard-top troop carrier: 4 SP TC engine with vacuum-assisted hydraulic

dual circuit breaks and tandem master cylinder (exhaust brake optional). Tata SD 1015 TC (4x4): Cummins 6 BT engine with air over hydraulic breaks with

independent hydraulic circuit for front and rear. 27

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Tata LPTA 1621 TC (6x6): Cummins 6 BT engine with dual circuit full air S-CAM

brakes and provision for trailer brakes.

SALES PERFORMANCE:

Marketing:Retail of vehicles: 1. Demos, financer meets, customer meets. To generate enquiry. 2. Check whether FTU (first time users) or existing customers or business man. 3. Information is been provided regarding finance facility usually Tata finance is been given first preference. 4. Then vehicle is temporarily registered 5. Once R.O (Release order), Bank DD, Margin money is received then insurance is done and vehicle is named with concerned people. Sales process:Under the sales process following bifurcations is been done C0, C1, C2, C3 C0 indicates person who is interest in buying C1 indicates person who has taken a quotation C2 indicates either he has booked or given Bank DD, Release Order (R.O) C3 indicates person who has taken the delivery of vehicle Sales performance: Market share analysis Financer & Model wise: - For the period from 1-4-2006 to 31-3-2007 28

IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

FINANCER Tata Finance Telco Bhpc City corp. Kotak Mahi Sundaram Cholamandal Centurian All Banks ICICI All NBFC Cash Sale TOTAL

207 407 709 1109 ACE 1613 2515 SK 42 0 0 1 1 0 0 4 2 0 2 53 17 0 0 0 0 0 0 16 10 1 4 49 1 0 0 0 0 0 0 2 0 0 0 3 6 0 0 0 1 2 0 4 8 0 1 22 144 0 0 0 1 0 0 72 19 5 7 251 84 0 1 12 25 0 0 51 61 41 8 283 37 0 0 1 17 0 1 33 28 56 0 173 30 0 3 10 15 2 10 67 45 44

SE TOTAL 1 0 0 0 0 0 0 8 0 0 376 0 4 30 70 4 11 276 183 160 30 1149

1 0 227 9

Financial performance
Commercial Vehicles

Sales turn over Profit before tax Profit after tax Financers:-

2008-2009 18368.28 259.27 163.18

2009-2010 20687.99 157.44 92.99

2010-2011 25125.60 290.30 187.33

TATA Finance, Telco BHPC, CITI Corporation, KOTAK Mahindra, Cholamandal, Centurian Bank, ICICI Bank, All Banks, All NBFC.

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MILESTONES: 1945 Tata Engineering and Locomotive Co. Ltd. was 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 Tata-mobile 206 - 3rd LCV model. 1991 Launch of the 1st indigenous passenger car Tata Sierra, TAC 20 crane produced, One millionth vehicle rolled out. 30

IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

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, LPT 709 - a full forward control, light commercial vehicle and Joint venture agreement signed with M/s Daimler - Benz / Mercedes Benz for manufacture of Mercedes Benz passenger cars in India and 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 and 100,000th Tata Sumo rolled out. 1998 Tata Safari - India's first sports utility vehicle launched. 2 millionth vehicle rolled out and 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, 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 and Launch of 1109 vehicle - Intermediate commercial vehicle.

2001 Indica V2 launched - 2nd generations Indica, 100,000th Indica wheeled out, Launch of CNG Indica and Tata Safari EX. Indica V2 becomes India's number one car in its segment. Exits joint venture with Daimler Chrysler.

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2002 Unveiling of the Tata Sedan at Auto Expo 2002, Petrol version of Indica V2 launched, Launch of the EX series in Commercial vehicles, Tata 207 DI, Tata Sumo'+' Series and Tata Indigo. 2,00,000th Indica rolled out and 5,00,000th passenger vehicle rolled out. Tata Engineering signed a product agreement with MG Rover of the UK.

2003 Launch of the Tata Safari Limited Edition, 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 vehicles produced. First City Rover rolled out, 135 PS Tata Safari EXi Petrol and Tata SFC 407 EX Turbo launched

2004 Tata Motors unveils new product range at Auto Expo '04. 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 Daewoo Commercial Vehicle Co. Ltd. (TDCV) launches the heavy duty truck NOVUS, in Korea, Tata Motors lists on the NYSE, and Tata LPT 909 EX, Sumo Victa, Indigo Marina launched.

2005 Tata Motors rolls out its 500,000 Passenger Vehicle, Tata Xover unveiled at the 75th Geneva Motor Show, Branded buses and coaches - Star bus and Globus launched, Tata Motors acquires 21% stake in Hispano Carrocera SA, Spanish bus manufacturing Company, Tata Motors wins JRD QV award for business excellence, One millionth passenger car produced and sold, Inauguration of new factory at Jamshedpur for Novus, and Tata Ace, India's first mini truck, power packed Safari Dicor, Indigo SX series - luxury variant of Tata Indigo, Indica V2 Turbo Diesel, Tata TL 4X4 , India 's first Sports Utility Truck (SUT), Tata Novus

32

IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

and Novus range of medium trucks in Korea , by Tata Daewoo Commercial Vehicle Co. (TDCV) is launched. 2006 Tata Motors unveils new long wheel base premium Indigo & X-over concept at Auto Expo 2006,Passenger Vehicle sales in India cross one-million mark, Tata Motors and Marco polo, Brazil, announce joint venture to manufacture fully built buses & coaches for India & markets abroad and Indica V2 Xeta launched. AWARDS: 33 Tata Motors chosen as India's Most Trusted Brand in Cars... Business today selects Mr. P.P. Kadle as India's Best CFO in 2005... Pune Foundry Division bags prestigious Green Foundry Award... Tata Motors is 'Commercial Vehicle Manufacturer of the Year'... ACE bags 'Best Commercial Vehicle Design' at the BBC-Top Gear Awards....
Jamshedpur bags National Energy Conservation Award for the fourth consecutive ye...

Tata Motors bags the prestigious' CII-EXIM Bank award' for business excellence... Tata Motors receives JRD QV awards for Business Excellence... Tata Motors receives JRD QV awards for Business Excellence... Car Maker of the Year' Award for Tata Motors... Tata Motors is 'Commercial Vehicle Manufacturer of the Year'... TNS Voice of the Customer Award for Indica Diesel... CFO of the Year Award 2004 awarded to Mr. Praveen P Kadle, Executive Director. Tata Motors wins the prestigious 'Corporate Platinum' Award at the India Manuf...

IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

 34

Tata Motors wins 'Golden Peacock Award' for Corporate Social Responsibility... Tata Motors CVBU Pune wins National Energy Award... Tata Motors - Jamshedpur wins Energy Efficient Unit Award... Tata Motors wins the first CSIR Diamond Jubilee Technology Award...
Tata Motors Training Division Wins Golden Peacock National Training Award 2004...

Tata Motors Jamshedpur & Lucknow win awards... Tata motors case study wins first prize in iiie productivity contest... Tata motors wins award for fair business practices... Tata Indica and Tata Safari EXi win awards... Tata Motors-Car plant gets two ISO certifications... Tata Motors bags awards at 14th National Convention of INSAAN... Indica and Safari win accolades... Tata motors pune awarded second place in national level competition in energy co... Tata Motors Receives "India's Best Employer" Award From The Employe... Tata Motors, CVBU, Pune has won the prestigious Handa Golden Key award institute... CVBU Receives Commendation Certificate for 'Strong Commitment to TQM'... Tata Motors team wins The Runners Up Position at The Asian Business Simulation The prestigious balanced scorecard collaborative hall of fame award... Tata Motors receives all India trophy for Top Exporters... Tata Indigo ad campaign wins Effie award... Golden Peacock Environment Management Award 2003...

IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

Industry and Technology Award, 2002... Advertising Awards... Tata Indigo Most Exciting New Car of the Year ICICI Bank & Overdrive Awa... Tata Engineering - A Socially Responsible Corporate, says TERI... Prof. Vasant Rao Rolling Trophy' for Value Engineering - 2002... Tata Engineering was conferred Bharat Gaurav Puraskar...
Best Value for Money Car of the Year Tata Indigo CNBC Auto Car Auto Awards 2...

Voice of the Customer Award for Best Diesel Small Car - Tata Indica by NFOA... India CFO Award 2002... Tata Engineering bags INSAAN awards... National Best Training Establishment Award...

SOCIAL RESPONSIBILITIES:
Green Matters: Tata Motors is committed in letter and spirit to Corporate Social Responsibility. It is signatory to the united nation Global Compact and is engaged in community and social initiatives on labour and environmental standards in compliances with the principles of Global Compact. In accordance with this, it plays active role in community development, serving rural communities around to its manufacturing locations. Tata Motors believes in technology for tomorrow. Our product stands testimony to this. Our annual expenditure on R & D is approximately 2% of our turnover. We have also set up two in house Engineering Research Centers that house Indias only. Certified Crush Test Facility. We 35

IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

ensure that our products are environmentally sound in the variety of ways. These include reducing hazardous materials in vehicle components, developing extended

Restoring Ecological Balance:

Tata Motors has set up effluent treatment facilities in its plants, to avoid release of polluted water into the ecosystem. In Pune, the treated water is conserved in lakes attracting various species of birds from around the world thus turning the space into a green belt. Tree plantation programmers involving villagers and Tata Motors employees; have turned acres of barren village green. Tata Motors has planted as many as 80,000 trees in the works and the township and more than 2.4 million trees have been planted in Jamshedpur region. Over half a million trees have been planted in the Poona region. Tata Motors directed all its suppliers to package their products in alternate material instead of wood.

Community Development:
The Companys Community Service Davison works through various societies to improve the conditions of neighboring villages encouraging economic independence through selfinitiated cottage industries and contributing to community and social forestry, road construction, rural health, education, water supply and family planning.Tata Motors has been making numerous well-panned efforts in the area of rural development, with specific focus on the following:

Health & Sanitation:

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IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

Mobile health service staff provides preventive and curative health services under the Health for All programmed. They train village health workers in conducting the same. Safe drinking water facilities are provided to ensure health of the villagers.

Community Centers:
These centers are situated in various parts of Jamshedpur, Pune and some of their neighboring towns. The centers regularly organize various programmers & neighboring populations are encouraged to participate in these activities.

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IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

Organization Profile. Manickbag Automobiles Pvt. Ltd.

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IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

Background
The Manickbag group was founded by two families Dharmappa Mirji and Manickchand Shah in the year 1920.The name Manickbag was adopted because it was started on the land, which was donated by one Mr.Manickchand P.Zaveri of Mumbai to Jain Boarding and hence the area was known as Manickbag concerns got under the way. First Manickbag rice mill was started then it was diversified to Manickbag soap factory .Due to some policy matter it was closed and a groundnut oil mill was started this group believes in the honesty and quality so were successful in producing the products, which was accepted abroad also .Manickbag oil mill exported the groundnut oil. In the year 1950 two young family members turned there focus to the business. Manickbag owned little petrol fueled Trucks, So to maintain these trucks small workshop was started at Manickbag engineers. Soon diesel came into market taking the advantage of this opportunity Manickbag engineers started converting petrol trucks into diesel by changing the engine assembly. Simpson was the leading manufacturing of diesel engines then, and they offered the dealership of their engines to the Manickbag in the year 1956. At the same time Ashok Leyland dealership was taken in 1956 in the name of Manickbag Automobiles then for engine rebuilding a full fleged machine shop was started. In the year 1980 Sundram Clyston TVS dealership was taken. In the year 1965 separate firm Manickbag diesel was started exclusive for Mico products, Manickbag Garage and industries for machine shop; and layland services for repairs and services of layland vehicles.

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IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

1st branch outside Belgaum was opened in Hubli in 1984. Taken up the TATA MOTORS dealership for tata diesel vehicles in 1992. Following branches started from Bijapur 1993, Ankola1995, Gulburga 2004, Gokak 2005 Services setup in Bagalkot, Bidar, and Chikkodi. Manickbag Automobiles was converted into Pvt Ltd Company on 1st April 2002.

Awards and honour

Best dealership award from TATA Motors(Telco) Best dealership award from MICO Best dealership award from TVS Motors Co. All India best CSI by honorable chairman Shree Ratan Tata

COMPANY PROFILE:
Registered and corporate office is situated in Belgaum and it has five branches all over in Karnataka. (Hubli, Bijapur, Ankola, Gulbarga, Gokak). Services are set up in Baglkot, Bidar, and Chikkodi. Total 1048 employees are working in that Workers-528, Staff-320, Services-200.

GROUP OF COMPANIES:
40 Hindustan Petroleum Simpson MICO Kirloskar Bearing TVS Motors Co. -Since 1950 -Since 1951 -Since 1956 -Since 1975 -Since 1980

IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

Sesa Goa. Pig iron Coke and Coal -Since 1990 Tata Motors -Since 1991

SALES PERFORMANCE:

Market Share Analysis (Model Wise Sales performance as on (01/04/2010 to 31/03/2011). S NO, 1 2 3 4 5 6 7 8 9 Total Models TATA ACE TATA 207 DI EX TATA 407 EX TATA LPT 709 EX TATA LPT 1109 EX TATA SK 1613 TATA 2515 TATA SK TATA SE Total 205 46 64 7 21 183 116 192 5 881

Financers
TATA Finance, Telco BHPC, CITI

Corporation, KOTAK Mahindra, Cholamandal, Centurian Bank, ICICI Bank, All Banks, All NBFC and Cash Sale.

ORGANIZATION CHART

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IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

Chairman

Managing Director

Sales Manager

Working Manager

HCV/LCV Manager

Manager

Workers

Workers

Manager

Supervisor

Supervisor

Supervisor

Workers

Workers

Workers

SAMPLING
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IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

Population: Whole Belgaum city is considered as population for the purpose of the study Sampling Frame: Customers of Manickbag automobile Pvt.Ltd are considered for the study that is only concentrated on owners of Tata Motors.

Sampling Unit: From large number of customers of Manickbag automobile Pvt Ltd Were randomly selected from the available customer database.

Sampling Method: Random sampling survey method was adopted for the purpose of the study.

Sampling Size: A sample of 100 was chosen for the purpose of the study. Sample consist all Force three Wheeler customers of Manickbag automobile Pvt Ltd

RESEARCH DESIGN Title of the project: A study on Pre and Post Sales Services and its impact on customer satisfaction at Manickbag automobile Pvt Ltd. Objectives:
To know what customer feels about the Manickbag automobile service station. To measure the satisfaction level of customers at station. To know what specific services can be made available to the customers. To know the reasons for servicing in local garages. To know awareness level of Manickbag automobile Service station.

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IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

STATEMENT OF THE PROBLEM

This Particular topic is chosen because customer satisfaction plays very important role determining the success of any industry. Many Companies are aiming for high satisfaction because consumers who are just satisfied still find it is easy to switch when better offer comes along. Those who are highly satisfied are much less ready to switch to Other brands.

Management Problem:
Company wants to know whether the customers of Manickbag automobiles Pvt Ltd are satisfied with the pre and post sales services provided by them to improve the quality of services.

Research Problem:
A study on Pre and Post Sales Services and its impact on customer satisfaction at Manickbag automobiles Pvt Ltd. This project is aimed at analyzing the impact of pre & post sale services on customer satisfaction at Manickbag automobiles Pvt Ltd for Tata Motors.

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IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

Limitation of Study
whole. Information is partly based on secondary data and hence the authenticity of the study can Since Sample size is only 100, which is not a true representative of the population as a

be visualized and is measurable. Level of accuracy of the results of research is restricted to the accuracy level with which

the customers have given their answers and the accuracy level of the answers cannot be predicted.

DATA COLLECTION METHOD

1. Primary Data: For a study of this nature of the data is primary data it is collected through by making survey directly from the respondents. (Questionnaire). 2. Secondary Data: This is been is collected through Manickbag Automobiles Pvt Ltd Records and Reports, and Websites.

MEASUREMENTS TOOLS
For the of purpose measurement technique used for survey is questionnaire to collect information from the respondent through personal interaction. Analytical technique: Statistical technique used for measuring the response using SPSS software to find out the percentage

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1.

Results & discussion with Charts & graphs

2. Recommendations and Conclusion.

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RESULTS AND DISCUSSION WITH CHART AND GRAPHS

1) The location of Manickbag Automobiles service station is good.

Strongly disagree 2

Disagree Neither agree nor Agree disagree 5 0 17

Strongly agree 76

100

80

60

40

Frequency

20

0 Strongly disagree Disagree Agree Strongly Agree

The location of Manickbag Automobiles Pvt Ltd is good.

Interpretation: The above table and chart shows that 76% of respondents strongly agree, 17% of respondents agree and 5% respondents disagree, 2% respondents strongly disagree of location of Manickbag Automobiles service station. 47

IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

2). Demo

provided by Manickbag Automobiles Pvt Ltd is good.

Strongly disagree 5

Disagree Neither agree nor Agree disagree 8 9 73

Strongly agree 5

80

60

40

Frequency

20

0 Strongly disagree Niether Agree nor Di Disagree Agree Strongly Agree

Demo provided by Manickbag Automobiles Pvt Ltd is good.

Interpretation:

The above table and chart shows that 5% of respondents strongly agree, 73% of respondents agree, 9% respondents neither agree nor disagree, 8% respondents disagree, 5% respondents strongly disagree of Demo provided by Manickbag Automobiles Pvt Ltd. 48

IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

3). Test drive provided by Manickbag Automobiles Pvt Ltd is good.

Strongly disagree 15

Disagree Neither agree nor Agree disagree 19 15 42

Strongly agree 9

50

40

30

20

Frequency

10

0 Strongly disagree Niether Agree nor Di Disagree Agree Strongly Agree

Test drive provided by Manickbag Automobiles Pvt Ltd is good.

Interpretation:

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IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

The above table and chart shows that 9% of respondents strongly agree, 42% of respondents agree, 15% respondents neither agree nor disagree, 19% respondents disagree, 15% respondents strongly disagree of test drive provided by Manickbag Automobiles Pvt Ltd. 4).The behavior of sales person during pre-sales service is good.

Strongly disagree 11

Disagree Neither agree nor Agree disagree 15 14 51

Strongly agree 9

60

50

40

30

20

Frequency

10

0 Strongly disagree Niether Agree nor Di Disagree Agree Strongly Agree

The behaviour of sales person during Pre-sales service is good.

Interpretation:

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IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

The above table and chart shows that 9% of respondents strongly agree, 51% of respondents agree, 14% respondents neither agree nor disagree, 15% respondents disagree, 11% respondents strongly disagree of the behavior of sales person during pre-sales service at Manickbag Automobiles Pvt Lt

5). Free sales service provided by Manickbag Automobiles Pvt Ltd is good.

Strongly disagree 2

Disagree Neither agree nor Agree disagree 6 5 47

Strongly agree 40

50

40

30

20

Frequency

10

0 Strongly disagree Niether Agree nor Di Disagree Agree Strongly Agree

Free sales service provided by Manickbag Automobiles Pvt Ltd is good.

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IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

Interpretation: The above table and chart shows that 40% of respondents strongly agree, 47% of respondents agree, 5% respondents neither agree nor disagree, 6% respondents disagree, 2% respondents strongly disagree of free sales service provided by Manickbag Automobiles Pvt Ltd.

6). Paid sales services provided by Manickbag Automobiles Pvt Ltd is good

Strongly disagree 3

Disagree Neither agree nor Agree disagree 29 18 38

Strongly agree 12

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IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

50

40

30

20

Frequency

10

0 Strongly disagree Niether Agree nor Di Disagree Agree Strongly Agree

Paid sales service provided by Manickbag Automobiles Pvt Ltd is good.

Interpretation: The above table and chart shows that 12% of respondents strongly agree, 38% of respondents agree, 18% respondents neither agree nor disagree, 29% respondents disagree, 3% respondents strongly disagree of paid sales service provided by Manickbag Automobiles Pvt Ltd.

7). I am satisfied with pre-sales services provided by Manickbag Automobiles Pvt Ltd.

Strongly disagree 2

Disagree Neither agree nor Agree disagree 4 9 49

Strongly agree 36

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60

50

40

30

20

Frequency

10

0 Strongly disagree Niether Agree nor Di Disagree Agree Strongly Agree

I am saisfied with Pre-sales service provided by Manickbag Automobiles P

Interpretation: The above table and chart shows that 36% of respondents strongly agree, 49% of respondents agree, 9% respondents neither agree nor disagree, 4% respondents disagree, 2% respondents strongly disagree of pre-sales services provided by Manickbag Automobiles Pvt Ltd.

8. I am satisfied with post-sales services provided by Manickbag Automobiles Pvt Ltd.

Strongly disagree 8 54

Disagree Neither agree nor Agree disagree 13 13 52

Strongly agree 14

IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

60

50

40

30

20

Frequency

10

0 Strongly disagree Niether Agree nor Di Disagree Agree Strongly Agree

I am saisfied with Post-sales service provided by Manickbag Automobiles

Interpretation: The above table and chart shows that 14% of respondents strongly agree, 52% of respondents agree, 13% respondents neither agree nor disagree, 13% respondents disagree, 8% respondents strongly disagree of post sales service provided by Manickbag Automobiles Pvt Ltd.

9. The service provided by Manickbag Automobiles Pvt Ltd. is in time.

Strongly disagree 55

Disagree Neither agree nor Agree disagree

Strongly agree

IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

10

39

32

50

40

30

20

Frequency

10

0 Strongly disagree Niether Agree nor Di Disagree Agree Strongly Agree

The service provided by Manickbag Automobiles Pvt Ltd is in time.

Interpretation: The above table and chart shows that 32% of respondents strongly agree, 39% of respondents agree, 9% respondents neither agree nor disagree, 10% respondents disagree, 9% respondents strongly disagree of the service provided by Manickbag Automobiles Pvt Ltd. is in time. 10. All required parts are available or made available at Manickbag Automobiles Pvt Ltd.

Strongly disagree 56

Disagree Neither agree nor Agree disagree

Strongly agree

IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

43

39

50

40

30

20

Frequency

10

0 Strongly disagree Niether Agree nor Di Disagree Agree Strongly Agree

All required parts are available or made available at Manickbag Automobi

Interpretation: The above table and chart shows that 39% of respondents strongly agree, 43% of respondents agree,5% respondents neither agree nor disagree,6% respondents disagree, 7% respondents strongly disagree of all required parts are available or made available at Manickbag Automobiles Pvt Ltd. 11) The cost of service at Manickbag Automobiles Pvt Ltd is nominal.

Strongly 57

Disagree Neither agree nor Agree

Strongly

IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

disagree 10

disagree 32 3 39

agree 16

50

40

30

20

Frequency

10

0 Strongly disagree Niether Agree nor Di Disagree Agree Strongly Agree

The cost of service at Manickbag Automobiles Pvt Ltd is nominal.

Interpretation: The above table and chart shows that 16% of respondents strongly agree, 39% of respondents agree, 3% respondents neither agree nor disagree, 32% respondents disagree, 10% respondents strongly disagree of the cost of service provided by Manickbag Automobiles Pvt Ltd.

12) The behavior of technicians with customers is good.

Strongly disagree 58

Disagree Neither agree nor Agree disagree

Strongly agree

IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

34

41

50

40

30

20

Frequency

10

0 Strongly disagree Niether Agree nor Di Disagree Agree Strongly Agree

The behaviour of technicians with customer is good.

Interpretation: The above table and chart shows that 41% of respondents strongly agree, 34% of respondents agree, 8% respondents neither agree nor disagree, 9% respondents disagree, 8% respondents strongly disagree of the behavior of technicians with customers at Manickbag Automobiles Pvt Ltd. 13). How many times have you got your vehicle serviced till date?

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IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

<5 21

5-10 49

>10 30

60

50

40

30

20

Frequency

10

0 <5 5-10 >10

How many times have you got your vehicle serviced till date?

Interpretation: From survey we come to know that 21%of respondents say that they have serviced their vehicle less than five times, 49% of respondents say 5-10 times, 30% of respondents say more than 10 times at Manickbag Automobiles Pvt Ltd

14). Where you have got your vehicle serviced?

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Manickbag Automobiles Pvt Ltd 57

Other garages 11

Both 32

60

50

40

30

20

Frequency

10

0 Manickbag Automobile Other gareges Both

Where you have got your vehicle serviced?

Interpretation:
From the graph it is clear that 57% of respondents say that they got their vehicle serviced at Manickbag Automobiles Pvt Ltd, 11% of respondents say at other garages, 32% of Respondents say that both of the Manickbag Automobiles Pvt Ltd and other garages, they have got their vehicle serviced.

FINDINGS

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IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

93% of respondents agree for the location of Manickbag Automobiles Pvt. Ltd. And 7% respondents disagree of the location.

78% of respondents agree, 9% respondents neither agree nor disagree, 13% respondents disagree of the Demo provided by Manickbag Automobiles Pvt Ltd. 51 %of respondents agree where as 15% respondents neither agree nor disagree & 34% respondents disagree of the test drive provided by Manickbag Automobiles Pvt Ltd. 60% of respondents agree where as 14% respondents neither agree nor disagree & 26% respondents disagree of the behavior of sales person during pre-sales service. 87% respondents agree is higher by comparing with both 5% respondents neither agree nor disagree and 8% respondents disagree of the free sales service provided by Manickbag Automobiles Pvt Ltd. 50% respondents agree with paid sales services provided by Manickbag Automobiles Pvt Ltd where as 18% respondents neither agree nor disagree & 32% respondents disagree. 85% respondents agree with pre sales services provided by Manickbag Automobiles Pvt Ltd where as 9% respondents neither agree nor disagree & 6% respondents disagree. A postsales service provided by Manickbag Automobiles Pvt Ltd is agreed by 66% respondents where as 13% respondents neither agree nor disagree & 21% respondents disagree. The service provided by Manickbag Automobiles Pvt Ltd is in time is agree by 71% of respondents where as 9% respondents neither agree nor disagree & 19% respondents disagree.

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IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

82% respondents agree of all required parts available or made available at Manickbag Automobiles Pvt Ltd where as 5% respondents neither agree nor disagree & 13% respondents disagree.

42% respondents disagree with cost of services provided by Manickbag Automobiles Pvt Ltd where as 3% respondents neither agree nor disagree & 55% respondents agree. Highest agree 79% respondents for the behavior of technicians with customers by respondents where as 14% respondents neither agree nor disagree & 7% respondents disagree at Manickbag Automobiles Pvt Ltd. From survey we come to know that 40%of respondents say that they serviced their vehicle less than five times, 46% of respondents say 5-10 times, 14% of respondents say more than 10 times at Manickbag Automobiles Pvt Ltd. From the graph it is clear that 52% of respondents say that they got their vehicle serviced at Manickbag Automobiles, 26% of respondents say at other garages, 22% of Respondents say that both of the Manickbag Automobiles and other garages, they have got their vehicle serviced.

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IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

RECOMMENDATIONS AND CONCLUSION

Company has to take continuous feedback from the customers regarding service provided by them. Company needs to reduce the labor charge of service, because most of the customers are not satisfied with the charges, which company is charging. Company needs to give timely services to its customer by making materials available when ever demanded by customers. Company can train their workers to communicate softly and gently with the customers which will lead to customers satisfaction and loyalty in customer. Company need to improve their service station, means all facilities should be available in their shop. Company can give offer at special occasion to its regular customers. o Ex: The Company can give 20% to 50% discount to the customers who regularly get their vehicle serviced at this station.

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IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

CONCLUSION: Manickbag Automobiles Pvt Ltd is registered and corporate office is situated in Belgaum and it has five branches all over in Karnataka. (Hubli, Bijapur, Ankola, Gulbarga, Gokak). Services are set up in Baglkot, Bidar, and Chikkodi. From the study it is cleared that nearly 70% customers are satisfied with sales service provided by Manickbag Automobiles Pvt Ltd and 30% not satisfied. To over come this problem the company have to adopt effective measures for the improvement of sale services i.e., the companys sales executive should keep in touch with the customers after delivery of the vehicles and informing the customer regarding the services due. So this will help to increase the customer satisfaction. Effective service and attaining to complaints of customers immediately will satisfy them; this satisfaction will act as psychological motivation, indirectly will reflect and increase the sales of Tata Motors at Manickbag Automobiles Pvt Ltd.

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IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

1. Appendix a. Questionnaire 2. Bibliography

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Questionnaire for customer Satisfaction Survey

Dear sir/madam, I am pleased to introduce myself as Samarpan Martin Luther .V BBA VIth sem Student from (Institute of Business Management & Research, Hubli). As a part of curriculum I have undertaken a research A study on pre & post sales services and its impact on customer satisfaction at Manickbag Automobiles Pvt Ltd. The information provided by you will be strictly kept confidential and used for academic purpose only. Please co-operate. Directions: please circle the one number for each question that comes closest to reflecting your opinion about it.

Survey Questions

strongly disagree neither agree strongly Disagree Agree agree Nor Disagree

1. The location of Manickbag Automobiles Pvt Ltd service station is good. 2. Demo provided by Manickbag Automobiles Pvt Ltd is good. 3. Test drive provided by Manickbag Automobiles Pvt Ltd is good

1 1 1

2 2 2

3 3 3

4 4 4

5 5 5

4. The behavior of sales person during pre-sales service is good.

5. Free sales service provided by Manickbag Automobiles Pvt Ltd is good. 6. Paid sales services provided by Manickbag Automobiles Pvt Ltd is good.

1 1

2 2

3 3

4 4

5 5 7. I

am satisfied with pre-sales services provided by Manickbag Automobiles Pvt Ltd 8. I am satisfied with post-sales services provided Manickbag

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IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

Automobiles Pvt Ltd 9. The service provided by Manickbag Automobiles Pvt Ltd is in time. 1 2 3 4 5

10. All required parts are available or made available at Manickbag Automobiles Pvt Ltd 1 2 3 4 5

11. The cost of service at Manickbag Automobiles Pvt Ltd is nominal 12. The behavior of technicians with customers is good

13. How many times have you got your vehicle serviced till date?
1. <5 2. 5-10 3. >10

14. Where you have got your vehicle serviced? 1. Manickbag automobiles Pvt Ltd 2.Other garages 3.Both

15. In case of services at other garages, give reason ________________________________________________ ________________________________________________________________________________________

16. The pre-sales service suggestions _____________________________________________________________ _________________________________________________________________________________ 17. The post -sales service suggestions ___________________________________________________________ ________________________________________________________________________________________

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IBMR HUBLI,KARNATAK UNIVERSITY DHARWAD

Personal information: Name: _________________________________________________________________________________ Address: _______________________________________________________________________________ Designation: _________________ Phone No: _________________ Vehicle No.______________________

Thank you for your valuable time and cooperation!!

BIBLIOGRAPHY Reference:
Marketing Management Consumer Behavior Lamb, Hari, & Denial Leong Schiffman Leslie Lazar Kanuk Exploring marketing research William G Zikmund

Web sites
www.google.com www.Tata

Motors.com

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