A Project Report on CUSTOMER SATISFACTION TOWARDS CAR SERVICE AT MANICKBAG AUTOMOBILS

A STUDY ON CUSTOMER SATISFACTION TOWARDS CAR SERVICE AT MANICKBAG AUTOMOBILS

EXICUTIVE SUMMARY

Tata Motors Limited is India's largest automobile company, with revenues of Rs.

32,426 crores (USD 7.2 billion) in 2006-07. It is the leader by far in commercial

vehicles in each segment, and the second largest in the passenger vehicles market with

winning products in the compact, midsize car and utility vehicle segments. The

company is the world's fifth largest medium and heavy commercial vehicle

manufacturer, and the world's second largest medium and heavy bus manufacturer.

Established in 1945, Tata Motors' presence indeed cuts across the length and breadth

of India. Over 4 million Tata vehicles ply on Indian roads, since the first rolled out in

1954. The company's manufacturing base is spread across India - Jamshedpur

(Jharkhand) in the east, Pune (Maharashtra) in the west, and in the north in Lucknow

(Uttar Pradesh) and Pantnagar (Uttarakhand). A new plant is being set up in Singur

(close to Kolkata in West Bengal) to manufacture the company's small car. The

nation-wide dealership, sales, services and spare parts network comprises over 2,000

touch points. The company also has a strong auto finance operation, TML Financial

Services Limited, supporting customers to purchase Tata Motors vehicles.

ABOUT THE TOPIC:

1. Statement of the problem.

A STUDY ON CUSTOMER SATISFACTION TOWARDS CAR

SERVICE AT MANICKBAG AUTOMOBILS & to measure the satisfaction level

and attitude of the customers towards the car service provided at Manickbag

automobiles

Development of an effective business strategy for educating the prospective

customer through the survey, however, the services parameters, & the relation with

the customer’s attitude towards purchase of the service are the priorities area of study

that are included

Understanding the latest technology adopted in the service station ,

Identifying and studying the domain of the service.

Analyzing the need of the customer.

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2. Need for study:

As the market for the automobile is having the huge accelerating growth

in the Indian market, to check out the demand for the sophisticated service in future,

analyzing other driven areas where the service might be in need , to check the

satisfaction level and attitude of the customers towards service

3. Study Objective.

To identify the key purchase drivers

To understand the new needs from the customers about the service provided

To retain the present customer.

4. Proposed outcome or benefits of the study.

After studying we come to know regarding the future requirement in the

service of entirely new segment in cars coming in the recent future to the Indian

market, what were the purchasing behaviors of the customers when buying the service

& their requirement from the service providers.

Selection of data collection method

1. Survey: Personal Interview of customer

2. Measurement Technique: Questionnaire

3. Method of analysis: Simple Percentage Method, tabulation, etc

4. Sample Size: 100

DATA COLLECTION METHOD:

Primary data: Primary data are the data that are collected to help solve a problem or

taken advantage of an opportunity on which decision must be taken. The main method

of collecting primary data is survey method, there are different types of survey

techniques for example personal interview, mail survey, Internet survey and telephone

survey.

Secondary data: Secondary data collected from distributors, company people, guide

line book and internet.



BRIEF FINDINGS:

Out of total sample taken 46% respondents are Indica car users, 22% are Indigo

car users, 7% are Fiat car users, 11% are Safari users and remaining 14% are

Sumo users.

Among the car owners 17% are influenced by Brand image of the car, 43% are

influenced by Economy of the vehicle, 17% are influenced by brand image of the

company, 14% are influenced by Aesthetics of the vehicle and remaining 9% are

influenced by Power of the vehicle.

100% of Manickbag customers are aware of post services provided by the

company.

All customers of Manickbag automobiles are guided about the use and

maintenance of the vehicle.

93% of customers are obeyed that the service advisor attends them in reasonable

time i.e. 15 minutes and the remaining 7% are not obeyed.

While customer is in free servicing 69% of them are satisfied with the service

given and 25% are neutral about the service and the remaining 6% are unsatisfied

while they are under free service.

All customers of Manickbag automobiles are satisfied with the car which they are

presently using.

All customers are aware of new services provided by Manickbag automobiles.

Among total sample 78% are willing to pay more charges for the service provided

by the company and remaining 22% are not willing to pay more charges except

the present charges.

Out of total customers 82% of them are satisfied with the service charges paid to

the Manickbag and remaining are neutral with the service given after free service

is over.

LIMITATIONS:

Sample size is small.

All the practical experiences can not be put on the paper.



RECOMMENDATIONS:

The company has to upgrade the service station to improve the technical

feasibility for servicing the cars in shortest possible time available.

The requirements of the customers are to be checked at very regular interval of

time to satisfy the customer with the new requirement in the service offered

and to improve service.

Educating the customers using different channels of advertising to make the

customers aware about the present and newly introduced services offered at

the service station.

CONCLUSION:

Entire auto sector is booming in the country. India is becoming attractive

destination for the most of the top auto players of the world, General Motors,

Honda, Hyundai, BMW, Mercedes etc.

The auto manufactures, who are trying to understand the requirement of the

Indian middle class customers in purchasing and maintaining the car the

owners have to come to the stand still conduction that there is a large middle

class segment to be trapped and the demand is same low cost high fuel

efficiency cars.

A part from manufacturing the cars to maintenance of the car at minimum

monthly cost in terms of serving the cars also gaining significant importance

in the automobile sector.



AUTOMOBILE INDUSTRY PROFILE

In India there are 100 people per vehicle, while this figure is 82 in China. It is

expected that Indian automobile industry will achieve mass motorization status by

2014.

Industry Overview

Since the first car rolled out on the streets of Mumbai (then Bombay) in 1898, the

Automobile Industry of India has come a long way. During its early stages the auto

industry was overlooked by the then Government and the policies were also not

favorable. The liberalization policy and various tax reliefs by the Govt. of India in

recent years have made remarkable impacts on Indian Automobile Industry. Indian

auto industry, which is currently growing at the pace of around 18 % per annum, has

become a hot destination for global auto players like Volvo, General Motors and

Ford.

A well developed transportation system plays a key role in the development of an

economy, and India is no exception to it. With the growth of transportation system the

Automotive Industry of India is also growing at rapid speed, occupying an important

place on the 'canvas' of Indian economy.

Today Indian automotive industry is fully capable of producing various kinds of

vehicles and can be divided into 03 broad categories: Cars, two-wheelers and heavy

vehicles.

Snippets

The first automobile in India rolled in 1897 in Bombay.

India is being recognized as potential emerging auto market.

Foreign players are adding to their investments in Indian auto industry.

Within two-wheelers, motorcycles contribute 80% of the segment size.

Unlike the USA, the Indian passenger vehicle market is dominated by cars

(79%).

Tata Motors dominates over 60% of the Indian commercial vehicle market.


http://www.surfindia.com/automobile/tata-motors-ltd.html


2/3rd of auto component production is consumed directly by OEMs.

India is the largest three-wheeler market in the world.

India is the largest two-wheeler manufacturer in the world.

India is the second largest tractor manufacturer in the world.

India is the fifth largest commercial vehicle manufacturer in the world.

The number one global motorcycle manufacturer is in India.

India is the fourth largest car market in Asia - recently crossed the 1 million

mark.

Segment

Among the two-wheeler segment, motorcycles have major share in the market. Hero

Honda contributes 50% motorcycles to the market. In it Honda holds 46% share in

scooter and TVS makes 82% of the mopeds in the country.

40% of the three-wheelers are used as goods transport purpose. Piaggio holds 40% of

the market share. Among the passenger transport, Bajaj is the leader by making 68% of

the three-wheelers.

Cars dominate the passenger vehicle market by 79%. Maruti Suzuki has 52% share in

passenger cars and is a complete monopoly in multi purpose vehicles. In utility

vehicles Mahindra holds 42% share.

In commercial vehicle, Tata Motors dominates the market with more than 60% share.

Tata Motors is also the world's fifth largest medium & heavy commercial vehicle

manufacturer.

Miscellaneous

Hyderabad the Hi-Tech City, is going to come up with the first automobile mall of the

country by the second half of 2008. It would be set up by city-based Prajay Engineers

Syndicate in area of more than 35 acres. This 'Autopolis' would have facilities for

automobile financing institutions and insurance services to create a complete range of

services required for both auto companies and customers. It will also have a multi-

purpose convention centre for auto fairs and product launches.


http://www.surfindia.com/automobile/auto-companies.html


http://www.surfindia.com/automobile/mahindra-mahindra-ltd.html

http://www.surfindia.com/automobile/maruti-udyog-ltd.html

http://www.surfindia.com/automobile/bajaj-auto-ltd.html

http://www.surfindia.com/automobile/tvs-motor.html

http://www.surfindia.com/automobile/hero-honda-motors-ltd.html



INDIAN AUTOMOBILE HISTORY

During the 1920s, cars exhibited design refinements such as balloon tires, pressed-

steel wheels, and four-wheel brakes.

In Brief

The origin of automobile is not certain. In this section of automobile history, we will

only discuss about the phases of automobile in the development and modernization

process since the first car was shipped to India. We will start automotive history from

this point of time.

The automobile industry has changed the way people live and work. The earliest of

modern cars was manufactured in the year 1895. Shortly the first appearance of the

car followed in India. As the century truned, three cars were imported in Mumbai

(India). Within decade there were total of 1025 cars in the city.

The dawn of automobile actually goes back to 4000 years when the first wheel was

used for transportation in India. In the begining of 15th century Portuguese arrived in

China and the interaction of the two cultures led to a variety of new technologies,

including the creation of a wheel that turned under its own power. By 1600s small

steam-powered engine models was developed, but it took another century before a

full-sized engine-powered vehicle was created.

The actual horseless carriage was introduced in the year 1893 by brothers Charles and

Frank Duryea. It was the first internal-combustion motor car of America, and it was

followed by Henry Ford's first experimental car that same year.

One of the highest-rated early luxury automobiles was the 1909 Rolls-Royce Silver

Ghost that featured a quiet 6-cylinder engine, leather interior, folding windscreens and

hood, and an aluminum body. It was usually driven by chauffeurs and emphasis was

on comfort and style rather than speed.

During the 1920s, the cars exhibited design refinements such as balloon tires, pressed-

steel wheels, and four-wheel brakes. Graham Paige DC Phaeton of 1929 featured an

8-cylinder engine and an aluminum body.


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The 1937 Pontiac De Luxe sedan had roomy interior and rear-hinged back door that

suited more to the needs of families. In 1930s, vehicles were less boxy and more

streamlined than their predecessors. The 1940s saw features like automatic

transmission, sealed-beam headlights, and tubeless tires.

The year 1957 brought powerful high-performance cars such as Mercedes-Benz

300SL. It was built on compact and stylized lines, and was capable of 230 kmh (144

mph).

This was the Indian automobile history, and today modern cars are generally light,

aerodynamically shaped, and compact.

INDUSTRY INVESTMENT:

According to Commerce Minister Kamal Nath, India is an attractive destination for

global auto giants like BMW, General Motors, Ford and Hyundai who were setting

base in India, despite the absence of specific trade agreements.

Current Scenario

On the cost front of Indian automobile industry, OEMs are eyeing India in a

big way, investing to source products and components at significant discounts

to home market.

On the revenue side, OEMs are active in the booming passenger car market in

India.

Overview

By 2010, India is expected to witness over Rs 30,000 crore of investment.

Maruti Udyog has set up the second car with an investment of Rs 6,500 crore.

Hyundai will bring in more than Rs 3,800 crore to India.

Tata Motors will be investing Rs 2,000 crore in its small car project.

General Motors will be investing Rs 100 crore and Ford about Rs 350 crore.

Ashok Leyland and Tata Motors have each announced over Rs 1,000 crore of

investment.


http://www.surfindia.com/automobile/general-motors.html


http://www.surfindia.com/automobile/hyundai-motor.html



Why India?

The economy of India is emerging. The following table shows the ranking of India in

the past four years.

Rank 2005 2004 2003 2002

1 China China China China

2 India Thailand Thailand Thailand

3 Thailand India USA USA

4 Vietnam Vietnam Vietnam Indonesia

5 USA USA India Vietnam

6 Russia Russia Indonesia India

7 Korea Indonesia Korea Korea

Twin Advantages:

Scaling costs

Optimizing resources

Note: Excellent source for IT based engineering solutions - for products & process

integration.

Facts & Figures:

The automobile industry in India is on an investment overdrive. Be it passenger car or

two-wheeler manufacturers, commercial vehicle makers or three-wheeler companies -

everyone appears to be in a scramble to hike production capacities. The country is

expected to witness over Rs 30,000 crore of investment by 2010.

Over the next one year, some 20 new cars will be seen on Indian roads. Take note of

this, Maruti Udyog is coming up with new Zen and the diesel version of Swift during the

next few months. Hyundai will also be unmasking the Verna and a brand new diesel

car. General Motors will be launching a mini and may be a compact car.







Most of the companies have made their intentions clear. Maruti Udyog has set up the

second car plant with a manufacturing capacity of 2.5 lakh units per annum for an

investment of Rs 6,500 crore (Rs 3,200 crore for diesel engines and Rs 2,718 crore for

the car plant itself). Hyundai and Tata Motors have announced plans for investing a

similar amount over the next 3 years. Hyundai will bring in more than Rs 3,800 crore

to India; Tata Motors will be investing Rs 2,000 crore in its small car project.

General Motors will be investing Rs 100 crore, Ford about Rs 350 crore and Toyota

announced modest expansion plans even as Honda Siel has earmarked Rs 3,000 crore

over the next decade for India - a sizeable chunk of this should come by 2010 since

the company is also looking to enter the lucrative small car segment.

Some new entrants will also taste the water. They are the big names in passenger cars

like Citroen, Volkswagen AG, Nissan (separately, apart from its tie-up with Suzuki),

Alfa Romeo, Maserati, Land Rover and Aston Martin.

Talking about the commercial vehicle segment, Ashok Leyland and Tata Motors have

each announced well over Rs 1,000 crore of investment. Mahindra & Mahindra's joint

venture with International Trucks is expected to see an infusion of at least Rs 500

crore.

In two-wheelers segment, Chinese bike major Lifan and the iconic US brand Harley-

Davidson are expected to enter India soon. Hero Honda is about to establish its fourth

manufacturing plant. Bajaj Auto and TVS Motors are moving to the excise-free zones of

Himachal Pradesh and Uttaranchal for putting up new capacity.


http://www.surfindia.com/automobile/tvs-motor.html

http://www.surfindia.com/automobile/bajaj-auto-ltd.html


http://www.surfindia.com/automobile/mahindra-mahindra-ltd.html

http://www.surfindia.com/automobile/suzuki-motor-corporation.html

http://www.surfindia.com/automobile/toyota-kirloskar-motor-ltd.html

http://www.surfindia.com/automobile/ford-india-limited.html



INDIAN AUTOMOBILE INDUSTRY GROWTH:

The passenger car and motorcycle segment in Indian auto Industry is growing by 8-9

per cent.

Current Scenario

The Indian automobile industry crossed a landmark with total vehicle production of

10 million units.

Car sales was 8,82,094 units against 8,20,179 units in 2004-05.

The two-wheeler market grew by 13.6 per cent with 70,56,317 units against

62,09,765 units in 2004-05.

Commercial vehicles segment grew at 10.1 per cent with 3,50,683 units

against 3,18,430 units in 2004-05.

Overview

India, sourcing base for global auto majors.

Passenger car and motorcycle segment is set to grow by 8-9%.

The two-wheeler segment will clock 11.5% rise by 2007.

Commercial vehicle to grow by 5.2 per cent.

Estimated component market size is US$ 6.7 bn.

Facts & Figures

India, in auto sector, is turning to be a sourcing base for the global auto majors. The

passenger car and the motorcycle segment is set to grow by 8-9 per cent in coming

couple of years, says the ICRA report. The industry is likely to maintain the growth

momentum picked up in 2002-03.

The ICRA's analysis points on the auto sector that the passenger car market in the

country was inching towards cars with higher displacements. The sports-utility-

vehicle (SUV) that was getting crowded everyday, would witness intense competition

as many SUVs had been competitively priced, the report said.

Honda, Suzuki, General Motors and Hyundai, the global automakers had already launched

their premium SUVs in the market to broaden their portfolio and create product








excitement in the segment estimated at about 10,000 units annually.

In the two-wheeler segment, according to the report, the motorcycles would clock

11.5 per cent rise during 2004-2007 over its siblings-scooters and mopeds. Scooters

sales would decelerate and mopeds would also see the same. Overseas market would

present huge opportunities for the two-wheeler makers.

The commercial vehicles are likely to grow at a CAGR of 5.2 per cent. Heavy

commercial vehicles market would rise at 5.5 per cent and sales of light buses and

trucks would achieve 4.7 per cent growth. For the tractors, the report predicts a

growth at 4.6 per cent.

Indian Auto Market Growth for the year 2005-06

The domestic automobile industry sales grew 12.8 per cent at 89,10,224 units as

against 78,97,629 units in 2004-05.

The automotive industry crossed a landmark with total vehicle production of

10 million units.

According to the Society of Indian Automobile Manufacturers (SIAM), car

sales was 8, 82,094 units against 8,20,179 units in 2004-05.

The growth of domestic passenger car market was 7.5 per cent

Car exports stood at 1, 70,193 units against 1, 60,670 units in 2004-05.

The two-wheeler segment, the market grew by 13.6 per cent with 70, 56,317

units against 62, 09,765 units in 2004-05.

Motorcycles had the upward march, 17.1 per cent in domestic market touching

58, 15,417 units against 49, 64,753 units in 2004-05.

Scooter segment grew by 1.5 per cent, fall at 9, 08,159 units against 9, 22,428

units in 2004-05.

Commercial vehicles segment grew at 10.1 per cent with 3, 50,683 units

against 3, 18,430 units in 2004-05.

Medium and heavy commercial vehicles managed a growth of 4.5 per cent

against 23 per cent growth in the year ended March 31, 2005.

Light commercial vehicles sales growth was 19.4 per cent at 1, 43,237 units

against 1, 19,924 units in 2004-05.




Three-wheelers sales rose by 17 per cent at 3, 60,187 units against 3, 07,862

units in 2004-05.

Auto Component Market

The Indian auto parts industry is significantly fragmented with a large number of

players having a turnover of less than US$10 million per year. The industry directly

employs about 2, 50,000 people and has an annual turnover over US$ 56.3 billion.

Estimated market size - US$ 6.7 bn

Estimated market size by 2012 - US$ 17 bn

Projected CAGR - 15%

Note: Nearly two-thirds of the auto component production is consumed directly by

Original Equipment Manufacturers (OEMs).

Market Advantage

Fast paced urbanization to rise from 28% to 40% by 2020.

Upward migration of household income levels.

Middle class expanding by 30-40 million every year.

Growing working population.



VEHICLE PRODUCTION IN INDIA:

India is the 11th largest Passenger Cars producing countries in the world and 4th

largest in Heavy Trucks

Indian Market Analysts are jubilant over the fact that India has the fastest growing

automobile industry (passenger cars segment) in the world today. This is seen as the

result of rapid increase of middle-class population in the country combined with the

government's pro-development policies.

The findings of International Organization of Motor Vehicle Manufacturers revealed

that in India the car production had grown to 30% in 2004, thus leading the table,

Brazil came a distant second with the increase of 17%.

Automobile Industry is the largest industry in India with an impressive growth in the last

two decades. The reason behind the growth was abolition of licensing in 1991 and

permitting automatic approval and successive liberalization of the sector.

According to estimation the compound annual growth rate (CAGR) of Indian

Automobile sales will grow at 9.5% and will touch a mark of 13,008 million by 2010.

The figure for FY05 was 8.45 million units. To tap this large opportunity, the Indian

Auto Companies along with the global giants have announced huge expansion plans.

Maruti Udyog Ltd. was the largest 4-Wheelers producer in 2005-06 followed by Tata

Motors. Hyundai did well but the difference was nearly half of Tata Motors.

Current Scenario

The growth rate of Passenger Cars in 2004 was 30% in India where as the

average growth rate of top 12 Passenger Cars producing countries were just

5.1%. In Heavy Trucks it was 32% and 14.6% respectively.

Component industry's growth was only 9% between 1997-2000. But between

2000-2005 it has grown to 20%. It is projected 17% between 2005-2014.

Overview





http://www.surfindia.com/automobile/auto-companies.html



Largest industry in India.

By 2010 there will be 13,008 million cars.

Maruti Udyog Ltd. is the leading 4-wheelers manufacturer.

Production of 4-Wheelers

Types of Vehicle 2002-03 2003-04 2004-05 2005-06

Passenger Vehicles 557400 782550 960480 1045880

Utility Vehicles 114470 146330 182020 196380

Multipurpose Vehicles 51450 60670 67370 66665

Total 723320 989550 129870 1308925




CAR STATISTICS INDIA

The Indian automotive industry is the 2nd fastest growing in the world. About 8

million vehicles are produced annually in this country toady. During 2005-2006, India

has emerged as the 3 rd largest market in the Asia Pacific Region. With various car

manufacturing companies setting up their units in different parts of the country, the

production of the cars will increase at a very fast rate. The car statistics indicate that

India will soon become one of the top 10 car manufacturing countries , leaving behind

the U.K. Car statistics also show that by the end of the fiscal year 2006-2007, the car

production capacity in India will exceed the mark of 2 million. Thus, the production

of cars will increase by 70% from the present capacity of 1.2 million.

The domestic sales of passenger cars have increased significantly over the years. A

graphical representation of the domestic sale of cars will give you an insight about the

present market situation prevailing in the country:

In the recent years, India has emerged as one of the major bases for manufacturing

small passenger cars. At present the Indian automotive industry boasts of being the

3rd largest manufacturer of small cars. According to the car statistics almost 70 % of

the cars sold in this country come under the segment of small cars. A number of car

manufacturers like: Maruti Udyog, Tata Motors, Hyundai, Honda, Ford, Hindustan



Motors, Fiat, General Motors etc offer various new model of cars now and then. It is

expected that the various automobile manufacturers will be investing about $ 5 billion

in India, between 2005-2010.

As per the car statistics, export of passenger cars from India has also grown

considerably over the last decade. A graphical representation of car export trend will

help you to make an in-depth analysis of the present status of the Indian automotive

industry:

With new strategies being implemented and more investments being made in Indian

automotive industry the production as well as the domestic sale and exports will

increase substantially.

A graphical representation of the total sale trend of passenger cars (including the

domestic sale and exports) is given below:



To know more about car statistics and matters related to automobiles, do browse

through the pages of automobileIndia.com.

India definitely is shining; with a GDP that is sparkling at over 8 per annum the

country certainly is on the right course. The automobile exports are at an all time high

as was indicated by Society of Indian automobile Manufacturers in a report released

in 2006. According to the report, the passenger car segment saw a rise of 9% in

January 2006.

The following table will provide a clear picture of the rapid rise of automobile Export

in India.

Types of Vehicle 2002-03 2003-04 2004-05 2005-06

Passenger Vehicles 70250 125300 160650 170200

Utility Vehicles 1180 3050 4510 4490

Multipurpose Vehicles 570 915 1225 1100

Total 72000 129265 166385 175790



Analysis of Indian Exports:

Strengths

Cost competitiveness in terms of labor and raw material.

Established manufacturing base. Economics of scale due to domestic market.

Potential to harness global brand image of the parent company.

Global hub policy for small car like Hyundai, Suzuki, etc.

Weakness

Perception about quality.

Infrastructure bottlenecks.

Opportunities

Huge export markets such as Europe, America, Africa, and others for Indian

cars.

Threats

China, Malaysia, Thailand, etc.

Many other countries also have strategies for export promotion.

Export Imperatives:

Internal Factors:

Attaining high quality for global standards.

Continuous cost reduction for global competitiveness.

Supply chain management (logistics).

Attaining economies of scale & scope.

External Factors:

Improve infrastructure (ports, roads, etc).

Improve EXIM regulations.

VEHICLE DISTRIBUTION IN INDIA

Maharashtra has maximum number of registered vehicles in India.





Overview

In this section we will discuss about distribution of vehicles in Indian States and

Union Territories. If we look at the graph of vehicle distribution by area, we will learn

that in Maharashtra, maximum number of vehicles ply. Check yourself from the

following details.

Non-Transport Vehicles in States

Maharashtra has the most number of vehicles followed by Tamil Nadu and

Gujarat the figures are 8133837, 8004982 and 6508397 units respectively.

In cars, Maharashtra leads the path with 831261 registered cars and next to it

is Tamil Nadu and Gujarat having 690271 and 504801 registered units

respectively.

In two-wheelers, Tamil Nadu has registered the maximum units, 6260093.

Transport Vehicles in States

Maharashtra is the leader once again with a total of 1066610 registered

vehicles.

In Light Motor Vehicles for goods Maharashtra has registered 228157

vehicles; Tamil Nadu with 195069 vehicles holds the second position.

In Light Motor Vehicles for passengers, Maharashtra tops by having 463550

units and Kerala follows with 276244 units.

Most number of taxis ply is Tamil Nadu which is followed by Kerala and then

by Maharashtra. The figures are 110080, 108503 and 94920 units respectively.

Non Transport Vehicles in Union Territories

Total non-transport vehicles in the Indian Union Territories are 4669433.

Delhi has the maximum registered non-transport vehicles plying, 3751582.

Next is Chandigarh with 548790 and Pondicherry with 275422 registered

vehicles.



Transport Vehicles in Union Territories

Total numbers of transport vehicles in the Indian Union Territories are

6999998.

Delhi has the maximum registered transport vehicles plying, 219288. Next is

Pondicherry with 17054 and Chandigarh with 12985 registered vehicles.



COMPANY PROFILE

Tata Motors Limited is India's largest automobile company, with revenues of Rs.

32,426 crores (USD 7.2 billion) in 2006-07. It is the leader by far in commercial

vehicles in each segment, and the second largest in the passenger vehicles market

with winning products in the compact, midsize car and utility vehicle segments. The

company is the world's fifth largest medium and heavy commercial vehicle

manufacturer, and the world's second largest medium and heavy bus manufacturer.

The company's 22,000 employees are guided by the vision to be "best in the manner

in which we operate, best in the products we deliver, and best in our value system

and ethics." Tata Motors helps its employees realize their potential through

innovative HR practices. The company's goal is to empower and provide employees

with dynamic career paths in congruence with corporate objectives. All-round

potential development and performance improvement is ensured by regular in-house

and external training. The company has won several awards recognizing its training

programmes.

Established in 1945, Tata Motors' presence indeed cuts across the length and breadth

of India. Over 4 million Tata vehicles ply on Indian roads, since the first rolled out

in 1954. The company's manufacturing base is spread across India - Jamshedpur

(Jharkhand) in the east, Pune (Maharashtra) in the west, and in the north in Lucknow

(Uttar Pradesh) and Pantnagar (Uttarakhand). A new plant is being set up in Singur

(close to Kolkata in West Bengal) to manufacture the company's small car. The

nation-wide dealership, sales, services and spare parts network comprises over 2,000

touch points. The company also has a strong auto finance operation, TML Financial

Services Limited, supporting customers to purchase Tata Motors vehicles.

Tata Motors, the first company from India's engineering sector to be listed in the

New York Stock Exchange (September 2004), has also emerged as an international

automobile company. In 2004, it acquired the Daewoo Commercial Vehicles

Company, Korea's second largest truck maker. The rechristened Tata Daewoo

Commercial Vehicles Company has launched several new products in the Korean

market, while also exporting these products to several international markets. Today

two-thirds of heavy commercial vehicle exports out of South Korea are from Tata



Daewoo. In 2005, Tata Motors acquired a 21% stake in Hispano Carrocera, a

reputed Spanish bus and coach manufacturer, with an option to acquire the

remaining stake as well. Hispano's presence is being expanded in other markets. In

2006, it formed a joint venture with the Brazil-based Marcopolo, a global leader in

body-building for buses and coaches to manufacture fully-built buses and coaches

for India and select international markets. Tata Motors also entered into a joint

venture in 2006 with Thonburi Automotive Assembly Plant Company of Thailand to

manufacture and market the company's pickup vehicles in Thailand. In 2006, Tata

Motors and Fiat Auto formed an industrial joint venture at Ranjangaon (near Pune in

Maharashtra, India) to produce both Fiat and Tata cars and Fiat powertrains for the

Indian and overseas markets; Tata Motors already distributes and markets Fiat

branded cars in India. In 2007, Tata Motors and Fiat Auto entered into an agreement

for a Tata license to build a pick-up vehicle bearing the Fiat nameplate at Fiat Group

Automobiles' Plant at Córdoba, Argentina. The pick-up will be sold in South and

Central America and select European markets.

These linkages will further extend Tata Motors' international footprint, established

through exports since 1961. While currently about 18% of its revenues are from

international business, the company's objective is to expand its international

business, both through organic and inorganic growth routes. The company's

commercial and passenger vehicles are already being marketed in several countries

in Europe, Africa, the Middle East, Australia, South East Asia and South Asia. It has

assembly operations in Malaysia, Kenya, Bangladesh, Ukraine, Russia and Senegal.

The foundation of the company’s growth is a deep understanding of economic

stimuli and customer needs, and the ability to translate them into customer-desired

offerings through leading edge R&D. The R&D establishment includes a team of

1400 scientists and engineers. The company's Engineering Research Centre was

established in 1966, and has facilities in Pune, Jamshedpur and Lucknow. The ERC

has enabled pioneering technologies and products. It was Tata Motors, which

developed the first indigenously developed Light Commercial Vehicle, India's first

Sports Utility Vehicle and, in 1998, the Tata Indica, India's first fully indigenous

passenger car. Within two years of launch, Tata Indica became India's largest selling

car in its segment. The ERC in Pune, among whose facilities are India's only



certified crash-test facility and hemi-anechoic chamber for testing of noise and

vibration, has received several awards from the Government of India. Some of the

more prominent amongst them are the National Award for Research and

Development Efforts in Industry in the Mechanical Engineering Industries sector in

1999, the National Award for Successful Commercialisation of Indigenous

Technology by an Industrial Concern in 2000, and the CSIR Diamond Jubilee

Technology Award in 2004.

The company set up the Tata Motors European Technical Centre (TMETC) in 2005

in the UK. TMETC is engaged in design engineering and development of products,

supporting Tata Motors' skill sets. Tata Daewoo Commercial Vehicle Company and

Hispano Carrocera also have R&D establishments at Gunsan in South Korea and

Zaragoza in Spain.

The pace of new product development has quickened through an organisation-wide

structured New Product Introduction (NPI) process. The process with its formal

structure for introducing new vehicles in the market, brings in greater discipline in

project execution. The NPI process helped Tata Motors create a new segment, in

2005, by launching the Tata Ace, India’s first indigenously developed mini-truck.

The years to come will see the introduction of several other innovative vehicles, all

rooted in emerging customer needs. Besides product development, R&D is also

focussing on environment-friendly technologies in emissions and alternative fuels.

Through its subsidiaries, the company is engaged in engineering and automotive

solutions, construction equipment manufacturing, automotive vehicle components

manufacturing and supply chain activities, machine tools and factory automation

solutions, high-precision tooling and plastic and electronic components for

automotive and computer applications, and automotive retailing and service

operations.

True to the tradition of the Tata Group, Tata Motors is committed in letter and spirit

to Corporate Social Responsibility. It is a signatory to the United Nations Global

Compact, and is engaged in community and social initiatives on labour and

environment standards in compliance with the principles of the Global Compact. In



accordance with this, it plays an active role in community development, serving

rural communities adjacent to its manufacturing locations.

With the foundation of its rich heritage Tata Motors today is etching a refulgent

future.

Tata Motors (Previously known as Tata Engineering and Locomotive Co) is the

youngest passenger car company in the world. It was established in the year 1945.

Initially, they were into the manufacturing of trains. However, Tata motor is solely

responsible for showcasing India's automotive industry to the rest of the world. It did

so by designing and developing its own indigenous cars and thus placing India on the

world automobile map. Tata Motors much like its parent company (Tata Group) has

far fetched vision and always thrives for excellence.

It was established with a vision of becoming a global car manufacturer from India.

And today, it has indeed achieved its feat of becoming a global player in the

automobile industry. It has a wide range of automobiles varying from commercial

vehicles to passenger vehicles to multi-utility vehicle etc. Tata Motors is very

committed to issues like Corporate Social Responsibility, Human Rights, Labour, and

Environmental Standards. They are partners to the United Nations Global Compact.

Tata Motors is India's largest automobile company and the sixth biggest commercial

vehicle manufacturer in the world. In the year 2004, it became the first Indian

Engineering Company to be listed in the New York Stock Exchange. The company

had earned revenue of Rs 24,000 crores for the financial year of 2005-06. Hence,

making its' presence felt on the Indian roads on a regular basis. Since, 1954 (when the

first Tata vehicle was launched) till today, over 3.5 million Tata vehicles ply on the

Indian roads. Today, Tata is a global player having markets in Europe, Africa, South

Asia, South East Asia, Middle East and Australia. This leap in the global market

started from 1961. Once, the export division was established.

Tata Motors initially started by manufacturing trucks by collaborating with Daimler

Benz of Germany form 1954 till 1969. At that point of time, the trucks that were

manufactured were known as Tata Mercedes-Benz Trucks. However, after the



collaboration period was over, the trucks were then called Tata Trucks.

But it was just the starting for them. Later, in the early 90's they entered the passenger

vehicle segment by launching the Tata sierra, (India's first sports vehicle) and the Tata

Estate. However, the biggest achievement came later in 1998, when Tata developed

the first indigenously developed small car of India called the Tata indica. And then

Tata Indigo was launched in 2002. The name "indica" came from the words "India's

Car". And very soon Tata indica became the most popular car in this segment. Then,

later in 2005 they launched India's first indigenously developed Mini- Truck called

the Tata Ace.

Recently, in order to fulfill its global dream, Tata Motors has acquired the Daewoo

Commercial Vehicles Company, Korea's second largest truck manufacturer, in the

year 2004. In 2005, they acquired 21% stake in Hispano Carrocera, a Spanish bus and

coach manufacturer. They have manufacturing plants in Jamshedpur, Pune and

Lucknow. They also have assembly operations in Malaysia, Kenya, Bangladesh,

Spain, Ukraine, Russia and Senegal.

The success story of Tata Motors can be based on the facts that they have excellent

foresight, they understand the needs and the wants of their customers very well, they

have a well organized and efficient R&D department and that they have high aims and

standards which are fulfilled but not at the cost of quality and efficiency.

AREAS OF BUSINESS

Tata Motors' product range covers passenger cars, multi-utility vehicles and light,

medium and heavy commercial vehicles for goods and passenger transport.



Passenger car

The Company launched the compact Tata Indica in 1998, the sedan Indigo in 2002

and the station wagon Indigo Marina in 2004. The next car to be rolled out will be the

Nano, unveiled in January 2008. Tata Motors already distributes Fiat-branded cars in

India.

Utility vehicles

Tata Sumo was launched in 1994 and Tata Safari in 1998. Variants of these models

are also available in the market.

Commercial vehicles

The company entered the mini-truck segment in 2005 with Tata Ace. The commercial

vehicle range extends from the light two-tonne truck to heavy dumpers and multi-

axled vehicles in the above 40-tonne segment. Through the Tata Daewoo Commercial

Vehicle Company it offers high horsepower vehicles of 220 HP to 400 HP for dump

trucks, tractor-trailers, mixers and cargo applications.

The company also manufactures and sells passenger buses — 12-seaters to 60-seaters

— in the light, medium and heavy segments, including Magic, a four-wheeler public

transport developed on the Ace platform, and Winger, a maxi-van.

Research and development

Tata Motors has over 1400 engineers and scientists in six R&D centers in India, South

Korea, Spain and the UK. The company's R&D facilities include India's only certified

crash-test facility and a hemi-anechoic chamber for testing of noise and vibration. The

company draws on the expertise of leading international design and styling houses

such as the Institute of Development in Automotive Engineering and Stile Bertoni in

Italy.

The company is developing environment-friendly electric and hybrid vehicles as well

as vehicles that can run on alternate fuels (such as biofuels and hydrogen) for personal

and public transportation. It also implements several environment-friendly

technologies in manufacturing processes so as to enhance resource conservation.



Exports

Tata Motors' vehicles are exported to Europe, Africa, the Middle East, South and

South East Asia and South America. The company has joint ventures and franchisee

operations in Bangladesh, Ukraine, Kenya, Russia and Senegal.

Associates

Tata Motors is pursuing growth internationally through exports and acquisitions. It

has a joint venture with Marcopolo, the Brazil-based maker of bus and coach bodies.

It has also entered into a joint venture with Thonburi Automotive Assembly Plant

Company of Thailand to manufacture and market the company's pickup vehicles in

Thailand. Tata Motors and Fiat Auto have entered into an agreement for a Tata

license to build a commercial vehicle at Fiat's facilities in Córdoba, Argentina.

The company has made substantial investments in building a network of associate and

subsidiary companies and joint ventures that complement and support its business

activities. These include:

Tata Daewoo Commercial Vehicle Company is a 100 per cent subsidiary of

Tata Motors in the business of heavy commercial vehicles. It is South Korea's

second largest truck maker and the largest exporter of heavy trucks.

Telco Construction Equipment Company makes construction equipment and

offers allied services. Tata Motors has a 60 per cent holding; the rest is held by

Hitachi Construction Machinery Company, Japan.

Tata Technologies provides specialized engineering and design services,

product lifecycle management and product-centric information technology

services. It has two operating companies, INCAT and Tata Technologies iKS.

Tata Cummins manufactures high horsepower engines used in the company's

range of commercial vehicles.

HV Transmissions and HV Axles are 100 per cent subsidiaries that make

gearboxes and axles for heavy and medium commercial vehicles.

TAL Manufacturing Solutions is a 100 per cent subsidiary that provides

factory automation solutions and designs and manufactures a wide range of

machine tools.


http://www.tata.com/tal/index.htm

http://www.tata.com/tata_cummins/index.htm

http://www.tata.com/tata_tech/index.htm

http://www.tata.com/tce_cons_engg/index.htm


Tata Motors European Technical Centre is a UK-based 100 per cent subsidiary

engaged in design engineering and development of products.

TML Financial Services is a 100 per cent subsidiary in the business of

financing customers and channel partners of Tata Motors.

Hispano Carrocera is a reputed Spanish bus manufacturing company in which

the company has acquired a 21 per cent stake.

Tata Auto Comp Systems (TACO) is a holding company for promoting domestic

and foreign joint ventures in auto components and systems. It is also engaged

in engineering services, supply chain management and after-market operations

for the auto industry.

Concorde Motors is a 100 per cent subsidiary that retails Tata Motors' range of

passenger vehicles

Corporate social responsibility

Tata Motors is a signatory to the United Nations Global Compact. It focuses on

health, education, water management, environment and employment generation issues

in areas where it operates. These continuing initiatives have received national

recognition: Tata Motors was conferred the 'CII-ITC Sustainability Award 2006 for

Significant Achievement on the Journey towards Sustainable Development' and the

'Golden Peacock Award for Corporate Social Responsibility'.

Tata Motors has led the Indian automobile industry's anti-pollution efforts through a

series of initiatives in effluent and emission control. The company introduced

emission control engines in its vehicles in India before the norm was made statutory.

Modern effluent treatment facilities, soil and water conservation programmes and tree

plantation drives at its plant locations contribute to the protection of the environment

and the creation of green belts.

Location

Tata Motors' plants are located at Jamshedpur (eastern India), Pune (west), Lucknow

and Pantnagar (north). Tata Motors and Fiat have set up a common manufacturing

facility at Ranjangaon, near Pune. The company is establishing two new plants at

Dharwad (south) and Singur (east).


http://www.tata.com/tata_autocomp/index.htm


Contact

Bombay House

24, Homi Mody Street

Mumbai 400 001

India

Phone: +91 (22) 6656 1676

Email: [email protected]

Email for international inquiries: [email protected]


mailto:[email protected]

mailto:[email protected]


MILESTONES:

It has been a long and accelerated journey for Tata Motors, India's leading

automobile manufacturer. Some significant milestones in the company's journey

towards excellence and leadership.

Tata Engineering and Locomotive Co. Ltd. were established to manufacture

locomotives and other engineering products.

1948 Steam road roller introduced in collaboration with Marshall Sons

(UK).

1954 Collaboration with Daimler Benz AG, West Germany, for

manufacture of medium commercial vehicles. The first vehicle rolled out

within 6 months of the contract.

1959 Research and Development Centre set up at Jamshedpur.

1961 Exports begin with the first truck being shipped to Ceylon, now Sri

Lanka.

1966 Setting up of the Engineering Research Centre at Pune to provide

impetus to automobile Research and Development.

1971 Introduction of DI engines.

1977 First commercial vehicle manufactured in Pune.

1983 Manufacture of Heavy Commercial Vehicle commences.

1985 First hydraulic excavator produced with Hitachi collaboration.

1986 Production of first light commercial vehicle, Tata 407, indigenously

designed, followed by Tata 608.

1989 Introduction of the Tatamobile 206 - 3rd LCV model.

1991 Launch of the 1st indigenous passenger car Tata Sierra.



TAC 20 crane produced.

One millionth vehicle rolled out.

1992 Launch of the Tata Estate.

1993 Joint venture agreement signed with Cummins Engine Co. Inc. for the

manufacture of high horsepower and emission friendly diesel engines.

1994 Launch of Tata Sumo - the multi utility vehicle.

Launch of LPT 709 - a full forward control, light commercial vehicle.

Joint venture agreement signed with M/s Daimler - Benz / Mercedes - Benz

for manufacture of Mercedes Benz passenger cars in India.

Joint venture agreement signed with Tata Holset Ltd., UK for manufacturing

turbochargers to be used on Cummins engines.

1995 Mercedes Benz car E220 launched.

1996 Tata Sumo deluxe launched.

1997 Tata Sierra Turbo launched.

100,000th Tata Sumo rolled out.

1998 Tata Safari - India's first sports utility vehicle launched.

2 millionth vehicle rolled out.

Indica, India's first fully indigenous passenger car launched.

1999 115,000 bookings for Indica registered against full payment within a

week.

Commercial production of Indica commences in full swing.

2000 First consignment of 160 Indicas shipped to Malta.



Indica with Bharat Stage 2 (Euro II) compliant diesel engine launched.

Utility vehicles with Bharat 2 (Euro II) compliant engine launched.

Indica 2000 (Euro II) with multi point fuel injection petrol engine launched.

Launch of CNG buses.

Launch of 1109 vehicle - Intermediate commercial vehicle.

2001 Indica V2 launched - 2nd generation Indica.

100,000th Indica wheeled out.

Launch of CNG Indica.

Launch of the Tata Safari EX

Indica V2 becomes India's number one car in its segment.

Exits joint venture with Daimler Chrysler.

2002 Unveiling of the Tata Sedan at Auto Expo 2002.

Petrol version of Indica V2 launched.

Launch of the EX series in Commercial vehicles.

Launch of the Tata 207 DI.

2,00,000th Indica rolled out.

5,00,000th passenger vehicle rolled out.

Launch of the Tata Sumo'+' Series

Launch of the Tata Indigo.

Tata Engineering signed a product agreement with MG Rover of the UK.



2003 Launch of the Tata Safari Limited Edition.

The Tata Indigo Station Wagon unveiled at the Geneva Motor Show.

On 29th July, J. R. D. Tata's birth anniversary, Tata Engineering becomes

Tata Motors Limited.

3 millionth vehicle produced.

First CityRover rolled out

135 PS Tata Safari EXi Petrol launched

Tata SFC 407 EX Turbo launched

2004 Tata Motors unveils new product range at Auto Expo '04.

New Tata Indica V2 launched

Tata Motors and Daewoo Commercial Vehicle Co. Ltd. sign investment

agreement

Indigo Advent unveiled at Geneva Motor Show

Tata Motors completes acquisition of Daewoo Commercial Vehicle Company

Tata LPT 909 EX launched

Tata Daewoo Commercial Vehicle Co. Ltd. (TDCV) launches the heavy duty

truck 'NOVUS' , in Korea

Sumo Victa launched

Indigo Marina launched

Tata Motors lists on the NYSE

2005 Tata Motors rolls out the 500,000th Passenger Car from its Car Plant

Facility in Pune



The Tata Xover unveiled at the 75th Geneva Motor Show

Branded buses and coaches - Starbus and Globus - launched

Tata Motors acquires 21% stake in Hispano Carrocera SA, Spanish bus

manufacturing Company

Tata Ace, India's first mini truck launched

Tata Motors wins JRD QV award for business excellence.

The power packed Safari Dicor is launched

Introduction of Indigo SX series - luxury variant of Tata Indigo

Tata Motors launches Indica V2 Turbo Diesel.

One millionth passenger car produced and sold

Inauguration of new factory at Jamshedpur for Novus

Tata TL 4X4, India's first Sports Utility Truck (SUT) is launched

Launch of Tata Novus

Launch of Novus range of medium trucks in Korea, by Tata Daewoo

Commercial

Vehicle Co. (TDCV)

2006 Tata Motors vehicle sales in India cross four million mark

Tata Motors unveils new long wheel base premium Indigo & X-over concept

at Auto Expo 2006

Indica V2 Xeta launched

Passenger Vehicle sales in India cross one-million mark



Tata Motors and Marcopolo, Brazil, announce joint venture to manufacture

fully built buses & coaches for India & markets abroad

Tata Motors first plant for small car to come up in West Bengal

Tata Motors extends CNG options on its hatchback and estate range

TDCV develops South Korea's first LNG-Powered Tractor- Trailers

Tata Motors and Fiat Group announce three additional cooperation

agreements

Tata Motors introduces a new Indigo range

2007 Tata Motors launches the longwheel base Indigo XL, India's first

stretch limousine

Tata Motors' integrated Customer Relationship Management (CRM)- Dealer

Management System (DMS) initiative crosses the significant milestone of

covering 1000 locations in India and abroad.

Tata Motors introduces Magic & Winger - creates new segments in urban and

rural passenger transportation.



Management:

Board of Directors

Mr. Ratan N Tata (Chairman)

Mr. N A Soonawala

Dr. J J Irani

Mr. V R Mehta

Mr. R Gopalakrishnan

Mr. Nusli N Wadia

Mr. S M Palia

Dr. R A Mashelkar

Mr. Ravi Kant

Mr. P M Telang

Senior Management

Mr. Ravi Kant Managing Director

Mr. P M Telang Executive Director (Commercial Vehicles)

Mr. Rajiv Dube President (Passenger Cars)

Mr. C Ramakrishnan Chief Financial Officer

Mr. P Y Gurav Vice President (Corporate Finance-Accounts &Taxation)

Dr. S J Tambe Vice President (Human Resource)

Mr. Zackria Sait Vice President (Technical Services)

Mr. A M Mankad Head (Car Plant)

Mr. S B Borwankar Head (Jamshedpur Plant)

Mr. S Krishnan Vice President (Commercial-PCBU)

Mr. Ravi Pisharody Vice President (Sales & Marketing)

Mr. H K Sethna Company Secretary

Corporate Communications

Mr. Debasis Ray

Tel: 022 - 66657613 Head - Corporate Communications



Flash Figures for March, 2008

PRODUCTION

Category Mar'08 Mar'07 Mar'06 2007-08 2006-07 2005-

06

M & HCV 20312 17785 15586 175383 185091 136111

LCV* 14628 14352 11601 167988 151499 107380

UTILITY 5917 6325 5007 49715 50074 40378

CARS 21024 21024 16978 182212 195782 169689

TOTAL 61881 59486 49172 575298 582446 453558

SALES:

A. For the month

Domestic Exports Total

Category Mar'08 Mar'07 Mar'06 Mar'08 Mar'07 Mar'06 Mar'08 Mar'07 Mar'06

M &

HCV

20639 17673 16312 1637 1410 1036 22276 19083 17348

LCV* 15354 13047 10977 3076 2948 2915 18430 15995 13892

UTILITY 6560 6109 4954 57 118 367 6617 6227 5321

CARS 18177 19651 17655 995 1823 2190 19172 21474 19845

TOTAL 60730 56480 49898 5765 6299 6508 66495 62779 56406



B. For the year

Domestic Exports Total

Category 2007-08 2006-07 2005-06 2007-08 2006-07 2005-06 2007-08 2006-07 2005-06

M & HCV 166037 173381 128714 13363 11560 8249 179400 184941 136963

LCV 147334 125792 86236 26100 23412 21848 173434 149204 108084

UTILITY 47700 47893 37905 2599 1416 1881 50299 49309 39786

CARS 167058 179000 150951 12210 16408 18561 179268 195408 169512

TOTAL 528129 526066 403806 54272 52796 50539 582401 578862 454345

PRODUCTS OF TATA MOTORS:

Indica V2

Indica V2 Turbo

Indica V2 Xeta

Indica V2 Dicor

Indigo Marine

Indigo

Indigo XL

Indigo CS

Fait Palio Stile Multijet

Fait BRAVO

Fait 500

Safari Dicor

Sumo grande

TATA Sumo



Trucks:

Medium and heavy commercial Vehicals

Intermediate commercial Vehicals

Light commercial Vehicals

Small commercial Vehicals

Tata Novus

TL 4x4

Star buses and Globus

Other buses

Defence Vehicals

Tata’s competitors in cars, SUV’s and MUV’s:

Mahindra & Mahindra

Maruti Suzuki

Hyundai

Toyota

Ford

Fait

General Motors

Skoda

Honda

Renault

Mitsubishi

Hindustan Motors



MANICKBAG PROFILE

Service of Manickbag:

Manickbag is a exclusive showroom for Tata motors situated in vidyanagar Hubli. It

is the single showroom Which cover 6 districts Viz. Bagalkot, Dharwad, Belgaum ,

Bijapur, Gadag and Haveri.

It is having small showroom at ankola an bijapur to cover other areas, Which are

working under the guidance of Manickbag the main branch. It is using promotional

activities such as periodical advertisement, Offers and insurance, Road shows and

demonstrations.

Sales executives are playing an important role in attaining the enquires of their

customers. Since Manickbag is the only big showroom the promotional activities

conducted are not reaching effectively to customer of other districts, It shows that

most of their sales are in Dharwad district simultaneously it is loosing customers in

other districts.

Presently they are in:

Hindustan petroleum since 1950

Simpson since 1951

Mico since 1956

Kirloskar Bearing since 1975

TVS Motors since 1979

Sesa goa pig iron cike & coal since 1990

T ATA Motors since 1992

BRANCHES OF MANICKBAG

Head Office: Hubli

Branches: Belgaum, Bijapur, Ankola, Gulbarga.

SERVICE SETUP: Bagalkot, Bidar, Chikodi

MAN POWER: Workers – 528

Staff - 320

Service - 200



ACHIEVEMENTS:

Best dealership award from TELCO.

Best dealership award from MICO.

Best dealership award from TVS.

ACTIVITIES:

1. Sales of Tata motors cars.

2. Service/repair of all range of Tata cars.

3. Sales of Tata cars spare parts.

ADRESS FOR CONTACT:

Manickbag Automobiles Pvt. Ltd,

Unit of Tata motors ltd,

Vidyanagar P.B. Road

Hubli- 580031

Tel: 0836 2374535 / 2372486

E-mail: [email protected]

INFRASTRUCTURE AVAILABLE:

Cover area 1 acre

Open area 4500 sq feet

No. of bays more than 50

No. of operational bays 12

No. of PDI (pre delivery inspection Bays) 02

No. of bays foe accident repairs 12

Bays (parking area) 4 acres

No. of trained mechanics 125

No. of trained supervisors 06

TWO MAIN DIVISONS IN THE FIRM:

1. Commercial vehicle division.

2. Passenger vehicle division.



DEPARTMENT PROFILE:

There are mainly four departments in Manickbag automobiles Pvt. ltd.

They are

1. sales department

2. service department

3. spares department

4. account department

1. SALES DEPARMENT:

Sales department is headed by sales manager Mr. Wilson A.M under him

Show in charge Mr. Salikoppa

Asst. sales manager Mr. Anand Barimani & Mr. Karikatti

Finance executive Mr. Ravi Shetti

Sales executive Mr. Anil Hittalmani &

Mr. G.N. Kulakarni

Customer care executive Miss. Savita

2. SERVICE DEPARTMENT:

Mr Mahaveer angadi heads service department and under his guidance.

Service advisor Mr Sunil.Aingad & Mr Sunil Iraddi

& Mr. Sham Shuddin

PDI in Charge Mr. Kalappa

Customer car executive Miss Safena

Denting and Painting in Charge Mr Vonid

3. SPARES DEPARTMENT:

Mr. Kishore Kurthkoti heads it under his guidance:

Mr. G.M.Hegde

Mr. Akbar

Mr.Vinayak

4. ACCOUNTS DEPARTMENT:

Mr. Shindey maintains all the records



ORGANIZATION STRUCTURE

PCD

MANAGING DIRRECTOR

Sales Spares Account Service

Sr. Manager Manager Manager Manager Sales

Asst ASMManager Administration Service Sales Staff Staff

Show room Store Supervisor Service Incharge Keeper Advisor

Sales Store Biller Works Executive Asst I/C

Cashier Supervisor Sales Consultant Showroom

Mechanics



SWOT ANALYSIS:Strengths:

The can ask for test drive

The customers are attended as soon as they come.

The area available for operation is very spacious

They have their own finance.

The dealer’s have high goodwill in the market for service.

The presence of effective flow of communication between the departments of the

Manickbag is the greates strength, which ensures smooth flow of operations.

Weakness:

Tough competition from the other companies.

The dealer prefers experience rather than talent.

Diffculty in marketing petrol cars as it is set in minds of public that TATA is for

diesel vehicles.

Opportunities:

It can capture rural areas when they are going to launch their new vehicle.

The dealer can go for diversification

The dealer can conduct exchange promotional activities to increase its sales.

Threats:

Changing market trends

Competition from other models.

Globalization and privatization.

Any sudden changes in the government policy may affect the sales.

New interacts from competitors like price and quality.

Change in the market that is from seller’s market to buyers market.



PRODUCT PROFILE:

Indica Turbo Diesel

To complete at a higher level, performance has to be continuously redefined. and the

only way to do that is by harnessing the power within.

That's exactly what the new Indica V2 Turbo Diesel does. IT redefines the

performance of diesel cars. With 68 PS of gut-wrenching power backed by 13 Kgm of

torque, the Indica Turbo will leave petrol cars fading into the backdrop faster than you

can imagine. Add great engine responsiveness, superior drivability, and mid-size

sedan space, and you have a car that score maximum on all-round performance.

Test Drive the Indica V2 Turbo today, and discover the new power of diesel

Indica Diesel

The best value offer in the segment. With fabulous new features. A sleek new look that

will turn heads. And comfortably refurbished interiors for the most pleasant drives.

All in all, the New Indica V2 will make you stand apart

Indica XETA Petrol

The New Indica Xeta. Its 1.4 liter extra fuel efficient, Torque Advantage petrol engine

delivers a frugal fuel consumption at 14 kmpl*. The 32-bit microprocessor in the

Xeta petrol engine even includes a knock sensor, which helps reduce damage from

adulterated fuel, and maintains at the efficiency.

Furthermore, there isn't any compromise in power and torque, which at 70 PS and

12.4 Kgm, make every drive a thrill. The luxurious beige interiors come as a standard

feature and are a first. All this at an unbelievable price, against cars that are much

smaller and with lower specifications.

Step into the Indica Xeta today you will realise why it is not just a common car

Indigo Petrol

There comes a time in your life when it's only right for you to think of yourself for a

change



Indigo Diesel

There comes a time in your life when it's only right for you to think of yourself for a

change

Indigo XL Petrol

In today’s intrusive world, personal space is at a premium. Space that can only be

yours, where you can be with yourself, sort out your thoughts in personalized luxury

and comfort. Space where you can listen to your favorite music, communicate with

the world when you want to and relax. Or conduct business. Your own personal

lounge where you are the master and sharing it and how is entirely your discretion.

Indigo XL Diesel

In today’s intrusive world, personal space is at a premium. Space that can only be

yours, where you can be with yourself, sort out your thoughts in personalized luxury

and comfort. Space where you can listen to your favorite music, communicate with

the world when you want to and relax. Or conduct business. Your own personal

lounge where you are the master and sharing it and how is entirely your discretion.

Indigo Marina Petrol

Everyone and everything you've ever loved, right by your side, on every drive

Indigo Marina Diesel

Everyone and everything you've ever loved, right by your side, on every drive

Fiat Palio 1.6 Sports

This Car engine is designed to protect itself. With Double Crank Prevention system,

you will have to switch off the ignition before you restart the engine. Thus helping to

safeguard vital engine components.

We make sure that you don't make a mistake even by mistake. Fiat's unique Reverse

Gear Lock prevents you from engaging the reverse gear, while the car is traveling

forward, thus protecting the engine. Checkered upholstery makes sure that style is not

just restricted to the outside of this car. Luxury is sinking into a deep, well-

upholstered seat with adequate under-thigh support



Fiat Palio nv 1.2

All the pampering is not just reserved for the driver. We have made sure that everyone

travels in luxury. Shown here is the well upholstered door with fabric insert.

Utility meets Italian style. The driver-friendly dashboard has all the controls,

ergonomically placed while keeping a fine eye on style. Keep your eyes on the road

even if your eyes will be drawn to the tow tone beige-n-grey dashboard and wooden-

finished AC fascia.

Luxury is sinking into this beige colored lap of comfort. The Seats are designed to

provide good under-thigh support and is spacious enough for you to stretch your legs

comfortably

UTILITY VEHICLES:

Safari Dicor Petrol

Designed to put maximum distance between you and civilization this direct injunction

Common Rail (DICOR) Engine is an indigenously developed powerhouse. A 32 bit

microprocessor electronically monitor and controls the fuel pressure, quantity and

injection timing, making the engine extremely responsive and fuel efficient while

keeping the emission and NVH levels significantly low. With a power output of 115

PS and best in class torque of 300 Nm, Dicor hardly breaks a sweet affording,

climbing up steep inclines or zipping past landscapes

Safari Dicor Diesel

Designed to put maximum distance between you and civilization this direct injection

Common Rail (DICOR) Engine is an indigenously developed powerhouse. A 32 bit

microprocessor electronically monitor and controls the fuel pressure, quantity and

injection timing, making the engine extremely responsive and fuel efficient while

keeping the emission and NVH levels significantly low. With a power output of 115

PS and best in class torque of 300 Nm, Dicor hardly breaks a sweet affording,

climbing up steep inclines or zipping past landscapes.



Safari Petrol

You only need to get behind the wheel of the new Tata Safari EXi Petrol to

understand that life begins of 80kmph. With 135 bhp of power growling under it's

hood, thanks to a revolutionary new 16 V DOHC MPFI petrol engine, the EXi has

enough speed to make the very idea of a shortcut redundant.

Safari Diesel

The Tata Safari EXi features a Blaupunkt Palm Beach head unit with a front staged 5-

component speaker system with two 6.5" woofers, a dual-voice coil woofer and two

tweeters and aligned on an axis ensuring better directivity. The dual voice coil 8"

woofer at the rear complements the acoustic ambience by adding deep bass. Designed

specifically for the Tata Safari, the music system ensures that your driving experience

is unparalleled

Sumo

The Tata Sumo +'s engine has a linered block which comes mounted on a ladder

frame structure. The unit body construction of the air filter, the aluminum intake

manifold, the bigger oil filter and oil sump all restrict friction and wear and tear of the

engine to a considerable extent, thereby increasing the engine life of the Tata Sumo+

Series.

Victa

The sumo has always been preferred for its spaciousness. The Victa adds a touch of

elegance and panache with its all new interiors that allow you to use it effectively.

The new seating arrangements enables you to split and fold the second row while the

third row of front facing seats can be completely removed. So you have more than

half a cabin for luggage. In fact that's 2160 liters to be precise. You also have the

option of being in your own space, in a cabin that's the quietest in its class.



ABOUT SERVICES

Reducing Emissions:

A specialized laboratory has been set up to measure levels of emission of vehicles

using petrol, diesel or CNG. This laboratory helps Tata Motors achieve fuel

consumption efficiencies that would conform to international standards, under

varying driving cycles. It stands testimony to Tata Motors commitment to help bring

down levels of atmospheric pollution caused by vehicular exhaust.

Gold club membership

Excellence boundless, over time, becomes a habit. It is not something one aspires for,

but rather the way one lives, and thinks. And if you are a Tata Motors customer, it is

the way you drive.

Having understood you passion for excellence, we at Tata Motors, would like to offer

you the Tata Motors Gold Club membership plan, for all your servicing needs and

requirements.

It offers you the following:

This privileged membership offers you a bouquet of free services, attractive

discounts and special offers, over a 2 year membership period.

You shall be entitled for priority service at the Dealer / Tata Authorized

Service Centre workshop, where you have registered for the membership. No

prior appointment shall be required.

Gold Club membership and avail of the special price of Rs 499/- as against the regular

price of Rs 999/- . And you can ensure quality service for your car for a full 2 year.

The Membership is available across our service network. To register your self, kindly

ask the Service Marketing Officer / Service Advisor of the authorized workshop you

patronize, for details and registration procedures.



Tata Provides Protection service:

It has been objective to introduce quality products and treatments which you can avail

off during you vehicle ownership period. Towards fulfilling these objective, we are

pleased to inform you that Tata have tied up with M/s Eftec Shroff (Dinitrol), M/s

Opulent Waxoyl, M/s 3M India Ltd, M/s Worth for Anti Rust / Sound Deadening /

Engine Waxing treatment.

Anti Rust Treatments shall protect your car from Corrosion thereby increasing safety

during your handling of the car and also increasing the life of the car. Tata are giving

below some frequently asked questions which you may have when going in for Anti

Rust Treatment.

Under-coatings:

Under-coatings are chemical compounds usually applied to the undercarriage

of a motor vehicle, hence the name

Under-coatings may also be applied to other areas such as the trunk, wheel

wells, etc.



Properties of under coating:

1. High rubber solid contents: This will make a flexible, chemical-resistant coating. A

flexible, not brittle, coating will bend with the car metal during normal stress and

will not crack. Chemical resistance offers protection against salt water, solvents, oil,

gasoline, and other corrosive chemicals.

2. High coverage: This means a denser coverage of the surface. There are no

“pinholes” wherein rust will begin to attack.

3. Tough finish: A tough surface offers better abrasion resistance.

Areas that shall be covered under Anti Rust treatments:

Bonnet Front wings

Rear Wings Rear Wings



Boot Lid Door

Door Sills



Anti Rust Treatment during the service at low Price:

Vehicle Treatment type Customer Price

Tata Indica Full Body Anti rust treatment 3750

Tata Indica Only underbody treatment 2530

Tata Indica Internal Panel Protection 1530

Tata Indigo Marina Full Body Anti rust treatment 4050

Tata Indigo Marina Only underbody treatment 3050

Tata Indigo Marina Internal Panel Protection 1800

Tata Sumo / Safari Full Body Anti rust treatment 4500

Tata Sumo / Safari Only underbody treatment 3050

Tata Sumo / Safari Internal Panel Protection 2070

Benefits-

Up to 60 months warranty & up to 10 free checkups available for Underbody

Treatments.

Sound Deadening Pads-

Door vibration deadeners - These pads when stuck on the insides of the sheet metal

increase sheet metal rigidity, reduce vibrations and increase riding comfort.

Benefits:

Used for reducing the sheet metal vibration in a vehicle.

Product to be used once in the life of the vehicle - Life Time Warranty.

Effect is Life long i.e. until & unless pads are physically removed.

Negligible increase in Weight & hence no effect on fuel consumption.

Areas covered - four doors, rear quarter panels & dickey. In case of diesel

vehicles, can be used in the bonnet.



Engine Wax Treatment:

Engine Wax is a beige colored transparent lacquer coating on the engine

compartment. Its features are:

Corrosion Prevention for the Engine compartment

Neat, Clean and New Look to Engine compartment

No effect on MPFI vehicles

Engine wax can withstand up to 200 degrees temp

No need of cleaning the engine compartment with diesel once engine wax is

sprayed

Life of over a year

Vehicals Interior and Exterior enrichment-

Tata has been introducing quality products and treatments which you can avail off

during your vehicle ownership period. Towards fulfilling these objectives, we are

pleased to inform you that Tata has tied up with M/s 3M India Ltd, M/s Opulent

Waxoyl & M/s Worth for Vehicle Interior / Exterior Enrichment programs.

These treatments shall make your car look new and also shall protect your car paint

from getting faded. It shall protect your car interior like seats from stains which may

happen on account of spill and give a clean look to your vehicle interior.

We are giving below some frequently asked questions which you may have when

going in for vehicle interior / exterior enrichment program.

Benefits: Vehicle Interior Enrichment

Removal of medium stains and dirt from all interior parts of the car

Cleaning of windshield, backlit and all windows (inside and outside)

Dressing of all internal plastics (eg: door pad trims) and rubber parts

The treatment involves cleaning and dressing of ALL parts of the exposed interiors.



Driving tips through service program for

Better fuel economy

Driving under Adverse conditions

Driving Safety tips


http://www.customersupport.tatamotors.com/healthy_ride/#safety

http://www.customersupport.tatamotors.com/healthy_ride/#adverse

http://www.customersupport.tatamotors.com/healthy_ride/#fuel


INTRODUCTION ABOUT TOPIC

STATEMENT OF THE PROBLEM.

A study on customer satisfaction towards car service at Manickbag automobiles & to

measure the satisfaction level and attitude of the customers towards the car service

provided at Manickbag automobiles

Development of an effective business strategy for educating the prospective customer

through the survey, however, the services parameters, & the relation with the

customer’s attitude towards purchase of the service are the priorities area of study that

are included

Understanding the latest technology adopted in the service station ,

Identifying and studying the domain of the service.

Analyzing the need of the customer

RATIONAL BEHIND THE PROJECT:

As the market for the automobile is having the huge accelerating growth in the

Indian market, to check out the demand for the sophisticated service in future,

analyzing other driven areas where the service might be in need , to check the

satisfaction level and attitude of the customers towards service.

The service provided by all the service station has to compare with certain bench

mark in the service industry & the bench marks are to be meet by each and every

service station of the company & the company has to under-take upgrading of the

service requirements and this can be done only by completely understanding the

requirements of the customer & the satisfaction level to the provided service, so the

provided service can be improved on the basis of the feedback & the opinion

provided by the customer itself, the valuable inputs in the form of the opinion are

provided through the closed end questionnaire so that the new service introduced such

as upgrading in the technology, new time requirements for the service, service on the

Sundays, picking the cars from the home or dropping the customer to the home who

comes to leave the car for the servicing are the major once among any other

upgrading



STUDY OBJECTIVE.

To identify the key purchase drivers

To understand the new needs from the customers about the service provided

To retain the present customer.

PROPOSED OUTCOME OR BENEFITS OF THE STUDY.

After studying we come to know regarding the future requirement in the

service of entirely new segment in cars coming in the recent future to the Indian

market, what were the purchasing behaviors of the customers when buying the service

& their requirement from the service providers.

Selection of data collection method

1. Survey: Personal Interview of customer

2. Measurement Technique: Questionnaire

3. Method of analysis: Simple Percentage Method, tabulation, etc

4. Sample Size: 100



REACERCH METHODOLOGY

Primary data: Primary data are the data that are collected to help solve a problem or

taken advantage of an opportunity on which decision must be taken. The main method

of collecting primary data is survey method, there are different types of survey

techniques for example personal interview, mail survey, Internet survey and telephone

survey.

Secondary data: Secondary data collected from distributors, company people, guide

line book and internet.

Measurement Technique:-

In this project following measurement techniques are use to collect information.

Questionnaire:-

For the purpose of this project self-administered questionnaire to potential customers

and for standard commercial business enterprises located in Hubli Dharwad city.

Analysis of DATA

Data are useful only after analysis. Data analysis involves converting the series of

data recorded observations into descriptive statements.

The survey will carried out in Hubli-Dharwad city, and the sample size was 100.The

information gathered is transferred to a SPSS coding sheet, interpretation. The

measurement and evaluation of data is done using SPSS 11.0 version software, simple

frequency cross tabs and graphical representations.

Ethics of the research

In this study, the questionnaire is designed in such a way that the feelings of

respondents as well as the ethics of the company are not disturbed. The research and

research report is not misleading any way.



ANALYSIS

Which car do you own?

Frequency Percent Valid Percent Cumulative PercentIndica 46 46.0 46.0 46.0Indigo 22 22.0 22.0 68.0Fiat 7 7.0 7.0 75.0Safari 11 11.0 11.0 86.0Sumo 14 14.0 14.0 100.0Total 100 100.0 100.0

Out of total sample taken 46% respondents are Indica car users, 22% are Indigo car

users, 7% are Fiat car users, 11% are Safari users and remaining 14% are Sumo users.



What influenced you to buy this car?

Frequency Percent Valid Percent Cumulative PercentBrand Image 17 17.0 17.0 17.0Economy 43 43.0 43.0 60.0Reputation 17 17.0 17.0 77.0Aesthetics 14 14.0 14.0 91.0Power 9 9.0 9.0 100.0Total 100 100.0 100.0





Economy is gaining more importance so the company has to focus on fuel efficiency

and low cost cars to get a significant market share.



Are you aware of post services provided by Manickbag?

100 100.0 100.0 100.0YesValidFrequency Percent Valid Percent

CumulativePercent

100% of Manickbag customers are aware of post services provided by the company.

Whether you guided by Manickbag Automobiles Ltd. for use andmaintainence of the vehicle?


CumulativePercent

All customers of Manickbag automobiles are guided about the use and maintenance of

the vehicle.

Are you satisfied whith the car you are presently using?


CumulativePercent


presently using.

Are you aware of new services provided by manickbag?


CumulativePercent




When you came to the workshop/garage, did the service advisor attend to you in

a reasonable time? (15 mins)

Frequency Percent Valid Percent Cumulative PercentYes 93 93.0 93.0 93.0No 7 7.0 7.0 100.0Total 100 100.0 100.0

93% of customers are obeyed that the service advisor attends them in reasonable time

i.e. 15 minutes and the remaining 7% are not obeyed.

Company has to meet customers in a reasonable time to retain them for a longer time.



Please rate the service provided to you while you where on the free servicing?

Frequency Percent Valid Percent Cumulative PercentUnsatisfied 6 6.0 6.0 6.0Neutral 25 25.0 25.0 31.0Satisfied 69 69.0 69.0 100.0Total 100 100.0 100.0

While customer is in free servicing 69% of them are satisfied with the service given

and 25% are neutral about the service and the remaining 6% are unsatisfied while they

are under free service.

Some of the customers are unsatisfied and neutral while they are in free service

company has to concentrate on every customer because today the service is becoming

a major factor to separate from others.

Are you willing to pay more for the services provided to you at Manickbag?



Frequency Percent Valid Percent Cumulative PercentYes 78 78.0 78.0 78.0No 22 22.0 22.0 100.0Total 100 100.0 100.0

Among total sample 78% are willing to pay more charges for the service provided by

the company and remaining 22% are not willing to pay more charges except the

present charges.

Some of the customers are not willing to pay more charges. Company has to meet

there requirements to get more service charges and to analyze why they are not

willing to pay.



Please rate your satisfaction level towards service charges at Manickbag

Automobiles?

Frequency Percent Valid Percent Cumulative PercentNeutral 18 18.0 18.0 18.0Satisfied 82 82.0 82.0 100.0Total 100 100.0 100.0

Out of total customers 82% of them are satisfied with the service charges paid to the

Manickbag and remaining are neutral with the service charges.

Majority of the people are satisfied with the service and the cost of the service at

Manickbag so they don’t have to change any tariffs in pricing the services provided at

service station.



Which car do you own? * What influenced you to buy this car? Crosstabulation

Count

34 12 4610 12 22

7 77 2 2 11

9 5 1417 43 17 14 9 100

IndicaIndigoFiatSafariSumo

Whichcar doyou own?

Total

Brand Image Economy Reputation Aesthetics PowerWhat influenced you to buy this car?

Total

Which car do you own?

SumoSafariFiatIndigoIndica

Per

cent

40

30

20

10

0

What influenced you

Brand Image

Economy

Reputation

Aesthetics

Power2

7

2

12

5

129

34

710

Around 34% of indica users are influenced by economy and 12% are influenced by

reputation of the vehicle in the market. 10% of indigo users are influenced by Brand

image and 12% are influenced by Aesthetics. 7% of Fiat users are influenced by

power. 7% of Safari users are influenced by brand image, 2% are influenced by

Aesthetics and 2%are by power. In Sumo users 9% are influenced by Economy and

5% are from reputation of the vehicle.

Economy is gaining more importance in the auto sector so the companies like a Tata

motor which is launching low cost and more fuel efficient cars to get the market

share.



Please rate your satisfaction level towards service charges at ManickbagAutomobiles? * Are you willing to pay more for the services provided to you

at Manickbag? Crosstabulation

Count

10 8 18

68 14 82

78 22 100

Neutral

Satisfied

Please rate yoursatisfaction level towardsservice charges atManickbag Automobiles?Total

Yes No

Are you willing to paymore for the services

provided to you atManickbag?

Total

satisfaction level towards service charges at manickbag

SatisfiedNeutral

Perc

enta

ge

80

70

60

50

40

30

20

10

0

Willing to Pay

Yes

No

148

68

10

Out of 18 neutral satisfiers 10 are willing to pay more for the service charges. And out

of 82 satisfied customers 68 are willing to pay more charges for the service provided

by the Manickbag automobiles.



OBSERVATIONS

FINDINGS:

Out of total sample taken 46% respondents are Indica car users, 22% are Indigo

car users, 7% are Fiat car users, 11% are Safari users and remaining 14% are Sumo

users.





100% of Manickbag customers are aware of post services provided by the

company.

All customers of Manickbag automobiles are guided about the use and

maintenance of the vehicle.

93% of customers are obeyed that the service advisor attends them in reasonable

time i.e. 15 minutes and the remaining 7% are not obeyed.

While customer is in free servicing 69% of them are satisfied with the service

given and 25% are neutral about the service and the remaining 6% are unsatisfied

while they are under free service.


presently using.


Among total sample 78% are willing to pay more charges for the service provided

by the company and remaining 22% are not willing to pay more charges except the

present charges.



Out of total customers 82% of them are satisfied with the service charges paid to

the Manickbag and remaining are neutral with the service given after free service is

over.

Around 34% of indica users are influenced by economy and 12% are influenced

by reputation of the vehicle in the market. 10% of indigo users are influenced by

Brand image and 12% are influenced by Aesthetics. 7% of Fiat users are influenced

by power. 7% of Safari users are influenced by brand image, 2% are influenced by

Aesthetics and 2%are by power. In Sumo users 9% are influenced by Economy and

5% are from reputation of the vehicle.

Out of 18 neutral satisfiers 10 are willing to pay more for the service charges. And

out of 82 satisfied customers 68 are willing to pay more charges for the service

provided by the Manickbag automobiles.



RECOMMENDATIONS

The company has to upgrade the service station to improve the technical

feasibility for servicing the cars in shortest possible time available.

The requirements of the customers are to be checked at very regular interval of

time to satisfy the customer with the new requirement in the service offered

and to improve service.

Educating the customers using different channels of advertising to make the

customers aware about the present and newly introduced services offered at

the service station.



CONCLUSION

Entire auto sector is booming in the country. India is becoming attractive

destination for the most of the top auto players of the world, General Motors,

Honda, Hyundai, BMW, Mercedes etc.

The auto manufactures, who are trying to understand the requirement of the

Indian middle class customers in purchasing and maintaining the car the

owners have to come to the stand still conduction that there is a large middle

class segment to be trapped and the demand is same low cost high fuel

efficiency cars.

A part from manufacturing the cars to maintenance of the car at minimum

monthly cost in terms of serving the cars also gaining significant importance

in the automobile sector.

The new technologies introduced in the service sector the new short time for

service on Sundays and even services at high so the people can drive there cars

to there work in morning are ingreat demand in the service sector.

The company has to take significant care in providing services to the customer

and even upgrading the service at resultant interval of time is very important



ANNEXURE

Respected Sir/madam,

Name: __________________________________________________________

Occupation: ______________________________________________________

Address: _________________________________________________________

_________________________________________________________

1. Which car do you own?

a) Indica b) Indigo c) Fiat

d) Safari e) Sumo

2. When did you purchase car?

a) Year and month of purchase ______________________

3. What influenced you to buy this car?

a) Brand Image b) Advertisement

c) Economy d) Reputation

e) Aesthetics f) Power/fuel

4. Are you aware of post services provided by Manickbag Automobiles?

a) Yes b) No

5. How many free services have been given to you?

Specify the number _____________________

6. Whether you guided by Manickbag automobiles Ltd. for use and maintenance of

the vehicle?

a) Yes b) No

7. When you came to the workshop/garage, did the service advisor attend to you in a

reasonable time? (15 mins)

a) Yes b) No



8. Please rate the service provided to you while you were on the free servicing?

1. Highly unsatisfied 2. Unsatisfied 3. Neutral

4. Satisfied 5. Highly satisfied

1 2 3 4

5

9. Are you satisfied with the car you are presently using?

a) Yes b) No

10. Are you aware of the new services provided by Manickbag?

a) Yes b) No

11. Are you willing to pay more for the services provided to you at Manickbag?

a) Yes b) No

12. Please rate your satisfaction level towards service charges at Manickbag

Automobiles?

1. Highly unsatisfied 2. Unsatisfied 3. Neutral

4. Satisfied 5. Highly satisfied

1 2 3 4

5

13. Any suggestions to improve the quality of service provided by Manickbag.

__________________________________________________________________

__________________________________________________________________

______

*****Thank you for spearing your valuable time with me*****



CODING SHEET

Sl.No. Q1 Q3 Q4 Q6 Q7 Q8 Q9 Q10 Q11 Q12

1 3 6 1 1 2 3 1 1 2 3

2 1 3 1 1 1 4 1 1 2 4

3 4 1 1 1 1 4 1 1 1 4

4 5 4 1 1 1 3 1 1 2 4

5 5 3 1 1 1 4 1 1 1 4

6 5 4 1 1 1 4 1 1 2 4

7 2 1 1 1 1 4 1 1 1 4

8 2 5 1 1 1 4 1 1 1 4

9 2 1 1 1 1 4 1 1 1 4

10 2 5 1 1 1 4 1 1 1 4

11 1 3 1 1 1 4 1 1 1 4

12 1 3 1 1 1 4 1 1 1 4

13 1 4 1 1 1 3 1 1 1 3

14 1 4 1 1 1 3 1 1 1 3

15 1 4 1 1 1 4 1 1 1 4

16 3 6 1 1 2 2 1 1 2 3

17 1 3 1 1 1 4 1 1 1 4

18 4 6 1 1 1 4 1 1 1 4

19 1 3 1 1 1 4 1 1 1 4

20 1 3 1 1 1 3 1 1 1 4

21 3 6 1 1 2 2 1 1 2 3

22 1 3 1 1 1 4 1 1 2 4

23 4 1 1 1 1 4 1 1 1 4

24 5 4 1 1 1 3 1 1 2 4

25 5 3 1 1 1 4 1 1 1 4

26 5 3 1 1 1 4 1 1 2 4

27 2 1 1 1 1 4 1 1 1 4

28 2 5 1 1 1 4 1 1 1 4

29 2 1 1 1 1 4 1 1 1 4

30 2 5 1 1 1 4 1 1 1 4



31 1 3 1 1 1 4 1 1 1 4

32 1 3 1 1 1 4 1 1 1 4

33 1 4 1 1 1 3 1 1 1 3

34 1 4 1 1 1 3 1 1 1 3

35 1 4 1 1 1 4 1 1 1 4

36 1 3 1 1 1 4 1 1 1 4

37 1 3 1 1 1 4 1 1 1 4

38 4 1 1 1 1 4 1 1 1 4

39 1 3 1 1 1 4 1 1 1 4

40 1 3 1 1 1 3 1 1 1 3

41 3 6 1 1 2 3 1 1 2 3

42 1 3 1 1 1 4 1 1 2 4

43 4 1 1 1 1 4 1 1 1 4

44 5 3 1 1 1 3 1 1 2 4

45 5 3 1 1 1 4 1 1 1 4

46 5 4 1 1 1 4 1 1 2 4

47 2 1 1 1 1 3 1 1 1 3

48 2 5 1 1 1 4 1 1 1 4

49 2 1 1 1 1 4 1 1 1 4

50 2 5 1 1 1 4 1 1 1 4

51 1 3 1 1 1 3 1 1 1 4

52 1 3 1 1 1 4 1 1 1 4

53 2 5 1 1 1 4 1 1 1 4

54 1 4 1 1 1 3 1 1 1 3

55 1 4 1 1 1 4 1 1 1 4

56 1 3 1 1 1 4 1 1 1 4

57 1 3 1 1 1 3 1 1 1 4

58 4 6 1 1 1 4 1 1 1 4

59 1 3 1 1 1 4 1 1 1 4

60 1 3 1 1 1 3 1 1 1 4

61 3 6 1 1 2 2 1 1 2 3

62 1 3 1 1 1 4 1 1 2 4

63 4 1 1 1 1 4 1 1 1 4



64 5 3 1 1 1 3 1 1 2 3

65 4 1 1 1 1 4 1 1 1 4

66 5 3 1 1 1 3 1 1 2 4

67 2 1 1 1 1 4 1 1 1 4

68 2 5 1 1 1 4 1 1 1 4

69 2 1 1 1 1 2 1 1 1 4

70 2 5 1 1 1 4 1 1 1 4

71 1 3 1 1 1 4 1 1 1 4

72 1 3 1 1 1 4 1 1 1 4

73 2 5 1 1 1 4 1 1 1 4

74 1 4 1 1 1 3 1 1 1 3

75 1 4 1 1 1 4 1 1 1 4

76 1 3 1 1 1 4 1 1 1 4

77 1 3 1 1 1 4 1 1 1 4

78 4 5 1 1 1 4 1 1 1 4

79 1 3 1 1 1 4 1 1 1 4

80 1 3 1 1 1 3 1 1 1 4

81 3 6 1 1 2 3 1 1 2 3

82 1 3 1 1 1 4 1 1 2 4

83 4 1 1 1 1 4 1 1 1 4

84 5 3 1 1 1 3 1 1 2 4

85 5 4 1 1 1 4 1 1 1 4

86 5 3 1 1 1 4 1 1 2 4

87 2 1 1 1 1 4 1 1 1 4

88 2 5 1 1 1 4 1 1 1 4

89 2 1 1 1 1 2 1 1 1 4

90 2 5 1 1 1 4 1 1 1 4

91 1 3 1 1 1 4 1 1 1 4

92 1 3 1 1 1 4 1 1 1 4

93 1 4 1 1 1 3 1 1 1 3

94 1 4 1 1 1 3 1 1 1 3

95 3 6 1 1 2 2 1 1 2 3



96 1 3 1 1 1 4 1 1 1 4

97 1 3 1 1 1 4 1 1 1 4

98 4 5 1 1 1 4 1 1 1 4

99 1 3 1 1 1 4 1 1 1 4

100 1 3 1 1 1 3 1 1 1 4



BIBILIOGRAPHY

Reference Books

Marketing Management - Philip Kotler.

Marketing Management - K.D.Basava

Service Marketing - V.A.Zeithamal, D. D. Gremler

M. J. Bitner and Ajay Pandit

Websites:

www.manickbag.com

www.tatamotors.com

www.Indianautomobiles.com

Others:

News Paper & Magazines


Documents

A Project Report on CUSTOMER SATISFACTION TOWARDS CAR SERVICE AT MANICKBAG AUTOMOBILS