SUMMER TRAINING REPORT

On
Analysis of Customer satisfaction towards sales and services of Nitiraj Motors Pvt. Ltd.

TATA MOTORS

Submitted in partial fulfilment of the requirements of

Master of Business Administration
by
Arpit Raj

Batch :- 2018-2020

Roll No.:- MGCU2018 MGMT4003

Under the Supervision of

Prof. (Dr.) Pavnesh Kumar

(Dean)

Department of Management Sciences

Mahatma Gandhi Central University, Bihar

 DECLARATION

I, ARPIT RAJ hereby declare that the Project work entitled ANALYSIS OF
CUSTOMER SATISFACTION TOWARS SALES AND SERVICES OF NITIRAJ
MOTORS PVT. LTD, submitted by me for the Summer Internship during the Master of
Business Administration in MGCUB, Motihari is my own original work and has not
been submitted earlier either to MGCUB or to any other Institution for the fulfilment of
the requirement for any course of study. I also declare that no chapter of this manuscript in
whole or in part is lifted and incorporated in this report from any earlier / other work done by
me or others.

Signature of Student: _____________ Signature of Company Mentor: ________

Name of Student: ________________ Name of Company Mentor: ___________

Designation: _______________________

Date: Date:

Place: Place:

2
3
 ACKNOWLEDGEMENT

It is my pleasure to present this report before you. I sincerely would like to show my gratitude
towards all those who helped me throughout my project work. I am heartily thankful to
Mr. Praveen Kumar (General Manager) of Nitiraj Motors Pvt. Ltd. for his able guidance,
continuous support and cooperation throughout my project, without which the present work
would not have been possible. He has been an exceptional mentor during these 6 weeks of
SIP. It has been a great learning experience of being a trainee under him. I would like to
express my special thanks to all the another officials specially Mr. Praveen kumar &
Mr.Virendra kumar who had helped me a lot during this SIP. Their critical advices helped
me to take this report more effective.

I would also like to thank the entire team of Nitiraj Motors, for the constant support and help
in the successful completion of my project.

Also, I am thankful to my faculty guide Dr. Pavnesh kumar ( faculty in Mahatma Gandhi
Central University, Bihar ) and Mr. Arun Kumar ( Assistant Professor of MGCUB ) whose
continued and invaluable guidance can never be forgotten by me and without whom, this
study could not have got the present shape.

However, I accept the sole responsibility for any possible error of omission and would be
extremely grateful to the readers of this project report if they bring such mistakes to my
notice.

4
 PREFACE

The MBA programme is well structured and integrated course of business studies. The main
objective of practical training at MBA level is to develop skill in student by supplement to
the theoretical study of business management in general. Industrial training helps to gain real
life knowledge about the industrial environment and business practices. The MBA
programme provides student with a fundamental knowledge of business and organizational
functions and activities, as well as an exposure to strategic thinking of management.

In every professional courses, training is an important factor. Professors give us theoretical

knowledge of various subjects in the college but we are practically exposed of such subjects
when we get the training in the organization. It is only the training through which I come to
know that what an industry is and how it works. I can learn about various departmental
operations being performed in the industry, which would, in return, help me in the future
when I will enter the practical field.

Training is an integral part of MBA and each and every student has to undergo the training
for one and half months in a company and then prepare a project report on the same after the
completion of training.

During this whole training I got a lot of experience and came to know about the management
practices in real that how it differs from those of theoretical knowledge and the practically in
the real life.

In today`s globalize world, where cutthroat competition is prevailing in the market,

theoretical knowledge is not sufficient. Beside this one need to have practical knowledge,
which would help an individual in his/her carrier activities and it is true that “Experience is
the best teacher”.

5
 TABLE OF CONTENTS

INDEX Page No.

Chapter 1.
Executive Summary 08
About Tata Group 09
About Tata Motors Pvt. Ltd. 12
Journey Of Tata Motors 15
Board Of Director 17
Overview Of Indian Market 18

Market Share Of Vehicle In India 19

Market Share Of PV Cars In India 20
Core values, Vision & Mission of TATA motors 21
Operation & Tata Motors Cars 22
Research and developments 26
Environmental responsibilities 26
Major Products & upcoming cars 27

Chapter-2
Introduction of Nitiraj Motors 36
Facilities available at Nitiraj motors 38
Products sold at Nitiraj motors 40
Market analysis 42
Swot analysis of Tata motors 46
Chapter-3
Objectives 50
Research Methodology 51
Data collection 51
Interpretation & Analysis 53
Limitations and scope of the study 64
Conclusions 65
Recommendations 66
Bibliography

Chapter1 .

Executive Summary

About Tata Group

6
About Tata Motors pvt. Ltd.

Journey Of Tata Motors

Board Of Director

Overview of Indian Market

Market share of vehicle in india

Market share Of PV Cars In India

Core Value Of Tata

Core Value, Mission & Vision Of Tata Motors

Tata Motors cars

Research And Development

Environmental Responsibility

Major Products & upcoming cars

7
1.1 EXECUTIVE SUMMARY

My Study will be limited to speedometers with reference to customer’s perception regarding

products and services of Tata motors in India. To analyze the customer’s perception
regarding products and services of Tata motors, I had taken a dealership (Nitiraj motors) as a
case study. By working in a dealership I came to know about the perception of people
towards TATA motors. The main purpose of pursuing my Summer Internship at Tata Motors
was to get a better understanding of the Indian Automobile Industry. Also, I wanted to
specifically get an overview of Tata Motor’s business group- the kind of customers it caters
to, the attributes which influence the sales of cars; and the strategies which may improve the
sales of the same. The research started by conducting a small pilot study on a few
respondents this process easily detects the errors in the questionnaire which may
otherwise be overlooked. I applied the tool of Questionnaires to collect data. I
conducted the survey on the
existing customers of the
company towards the sales INDUSTRY PROFILE
and service of the vehicles.
Consumers, from eclectic age groups, were also surveyed to get a broader picture of their
preferences.

ABOUT TATA GROUP

Tata Group is an Indian multinational conglomerate holding company

headquartered in Mumbai, Maharashtra, India. It was founded in 1868

8
by Jamsetji Tata and gained international recognition after purchasing several
global companies. It is one of India's largest conglomerates and is owned by
"Tata Sons", a charity registered with the Charity commissioner in India.

Each Tata company or enterprise operates independently under the guidance

and supervision of its own board of directors and shareholders. There are 30
publicly listed Tata enterprises with a combined market capitalisation of about
$130 billion as of March 2018. Tata companies with significant scale
include Tata Steel, Tata Motors, Tata Consultancy Services, Tata
Power, Tata Chemicals, Tata Global Beverages, Tata
Teleservices, Titan, Tata Communications and Taj Group.

Overview:

 Type : Public
 Industry : Conglomerate
 Founded : 1868; 151 years ago
 Founder :Jamsetji Tata
 Headquarters: Bombey House, Mumbai, Maharashtra, India
 Area served : Worldwide
 Key People : Natarajan Chanrasekaran (Chairman)
Saurabh Agarwal (CFO)
 Products : Automotive, Airlines, FMCG, Chemicals, Defence
and Aerospace, Electric Utility, Engineering services,
Financial Services, Healthcare, IT Services, Locomotives, Real
Estate, Tata Steel, Telecommunication, Home Appliances.
 Owner : Tata Sons
 Total Revenue : US$ 110.7 billion (2018)
 Number of Employees : 702,454 (2018)
 Website :www.tata.com
9
:: Chairman of Tata Group ::
(The Chairman of Tata Sons is usually the Chairman of the Tata Group).

Jamsedji Tata (1868–1904)

Sir Dorab Tata (1904–1932)

Nowroji Saklatwala (1932–1938)

JRD Tata (1938–1991)

Ratan Tata (1991–2012)

10
 Cyrus Mistry (2012–2016)

Ratan Tata (2016-2017)

Natarajan Chandrasekaran

  (2017– present)
ABOUT TATA MOTORS PVT. LTD.

::COMPANY PROFILE::

11
Tata Motors Group (Tata Motors) is a $45 billion organisation. It
is a leading global automobile manufacturing company. Its
diverse portfolio includes an extensive range of cars, sports
utility vehicles, trucks, buses and defence vehicles. Tata Motors
is India’s largest and the only original equipment manufacturer
(OEM) offering extensive range of integrated, smart and e-
mobility solutions.

Tata Motors: Tata Motors Limited (formerly TELCO, short

for Tata Engineering and Locomotive Company) headquartered in Mumbai,
is an Indian multinational automotive manufacturing company and a member of
the Tata Group. Its products include passenger cars, trucks, vans, coaches,
buses, sports cars, construction equipment and military vehicles. Tata Motors
has been ranked 5th in 2015 Responsible Business Rankings developed by IIM
Udaipur.

Tata Motors has auto manufacturing and assembly plants in Jamshedpur,

Pantnagar, Lucknow, Sanand, Dharwad, and Pune in India, as well as in
Argentina, South Africa, Great Britain and Thailand. It has research and
development centres in Pune, Jamshedpur, Lucknow, and Dharwad, India
and in South Korea, Great Britain and Spain. Tata Motors' principal
subsidiaries purchased the English premium car maker Jaguar Land Rover
(the maker of Jaguar and Land Rover cars) and the South Korean
commercial vehicle manufacturer Tata Daewoo. Tata Motors has a bus-
manufacturing joint venture with Marcopolo S.A. (Tata Marcopolo), a
construction-equipment manufacturing joint venture with Hitachi (Tata Hitachi
Construction Machinery), and a joint venture with Fiat Chrysler which
manufactures automotive components and Fiat Chrysler and Tata branded
vehicles.

12
Founded in 1945 as a manufacturer of locomotives, the company manufactured
its first commercial vehicle in 1954 in a collaboration with Daimler-Benz AG,
which ended in 1969. Tata Motors entered the passenger vehicle market in 1991
with the launch of the Tata Sierra, becoming the first Indian manufacturer to
achieve the capability of developing a competitive indigenous automobile. In
1998, Tata launched the first fully indigenous Indian passenger car, the Indica,
and in 2008 launched the Tata Nano, the world's cheapest car. Tata Motors
acquired the South Korean truck manufacturer Daewoo Commercial Vehicles
Company in 2004 and purchased Jaguar Land Rover from Ford in 2008.

Tata Motors is listed on the (BSE) Bombay Stock Exchange, where it is a

constituent of the BSE SENSEX index, the National Stock Exchange of India,
and the New York Stock Exchange. The company is ranked 226th on the
Fortune Global 500 list of the world's biggest corporations as of 2016.

On 17 January 2017 , Natarajan Chandrasekaran was appointed chairman of the

company Tata Group. Tata Motors increases its UV market share to over 8% in
FY2019.

Overview:
o Formerly : Tata Engineering and Locomotive Company
Ltd. (TELCO)
 Type : Public
 Traded as : BSE:500570 (BSE SENSEX Constituent)
NSE: TATA MOTORS
NYSE: TTM

 Industry : Automotive
 Founded : 1945 (73 years ago)
 Headquarters : Mumbai, India
 Area served : Worldwide
 Key People : Natrajan Chandrashekaran( 17th Jan., 2017)
 Rama Krishnan ( President and CFO)
 Guenter Butscheck (CEO)
 Product : Passenger cars, Trucks, vans, coach buses, sports cars,
construction equipment and military Vehicles.

13
  Services : Automotive design, engineering and out sourcing services,
Vehicles leasing and vehicles service.
 Revenue : Rs301,938 crore (US$ 44 billion) (2019)
 Number of employees : 82,797 (2019)
 Parent : Tata Group
 Division: Tata Motors Cars
 Subsidiaries : Jaguar Land Rover
Tata Daewoo
Tata Technologies
Tata Hispano

::JOURNEY OF TATA MOTORS::

Tata Motors Ltd. was established in 1945 by J. R. D. Tata.

14
Tata entered the commercial vehicle sector in 1954 after forming a joint venture
with Daimler-Benz of Germany. After years of dominating the commercial
vehicle market in India, Tata Motors entered the passenger vehicle market in
1991 by launching the Tata Sierra, a multi utility vehicle. Tata subsequently
launched the Tata Estate (1992; a station wagon design based on the earlier
'Tata Mobile' (1989), a light commercial vehicle), the Tata Sumo (1994; LCV)
and the Tata Safari (1998; India's first sports utility vehicle

Tata launched the Indica in 1998, the first fully indigenous Indian passenger car.
Although initially criticized by auto analysts, its excellent fuel economy,
powerful engine, and an aggressive marketing strategy made it one of the best-
selling cars in the history of the Indian automobile industry. A newer version of
the car, named Indica V2, was a major improvement over the previous version
and quickly became a mass favourite. Tata Motors also successfully exported
large numbers of the car to South Africa. The success of the Indica played a key
role in the growth of Tata Motors.

In 2004, Tata Motors acquired Daewoo's South Korea-based truck

manufacturing unit, Daewoo Commercial Vehicles Company, later renamed
Tata Daewoo.

On 27 September 2004, Tata Motors rang the opening bell at the New York
Stock Exchange to mark the listing of Tata Motors.

In 2005, Tata Motors acquired a 21% controlling stake in the Spanish bus and
coach manufacturer Hispano Carrocera. Tata Motors continued its market area
expansion through the introduction of new products such as buses (Starbus and
Globus, jointly developed with subsidiary Hispano Carrocera) and trucks
(Novus, jointly developed with subsidiary Tata Daewoo).

In 2006, Tata formed a joint venture with the Brazil-based Marcopolo, Tata
Marcopolo Bus, to manufacture fully built buses and coaches.

In 2008, Tata Motors acquired the English car maker Jaguar Land Rover,
manufacturer of the Jaguar and Land Rover from Ford Motor Company.

In May 2009, Tata unveiled the Tata World Truck range jointly developed with
Tata Daewoo;the range went on sale in South Korea, South Africa, the SAARC
countries, and the Middle East at the end of 2009.

15
Tata acquired full ownership of Hispano Carrocera in 2009.

In 2009, its Lucknow plant was awarded the "Best of All" Rajiv Gandhi
National Quality Award.

In 2010, Tata Motors acquired an 80% stake in the Italian design and
engineering company Trilix for €1.85 million. The acquisition formed part of
the company's plan to enhance its styling and design capabilities.

In 2012, Tata Motors announced it would invest around ₹6 billion in the

development of Futuristic Infantry Combat Vehicles in collaboration with
DRDO.

In 2013, Tata Motors announced it will sell in India, the first vehicle in the
world to run on compressed air (engines designed by the French company MDI)
and dubbed "Mini CAT".

In 2014, Tata Motors introduced first Truck Racing championship in India "T1
Prima Truck Racing Championship".

On 26 January 2014, the Managing Director Karl Slym was found dead. He fell
from the 22nd floor to the fourth floor of the Shangri-La Hotel in Bangkok,
where he was to attend a meeting of Tata Motors Thailand.

On 2 November 2015, Tata Motors announced Lionel Messias global brand

ambassador at New Delhi, to promote and endorse passenger vehicles globally.

On 27 December 2016, Tata Motors announced the Bollywood actor Akshay

Kumaras brand ambassador for its commercial vehicles range.
On 8 March 2017, Tata Motors announced that it has signed a memorandum of
understanding with Volkswagen to develop vehicles for India's domestic
market.

On 3 May 2018, Tata Motors announced that it sold its aerospace and defense

business to another Tata Group Entity, Tata Advanced Systems, to unlock their
full potential.

On 29 April 2019, Tata Motors announced a partnership with Nirma

University in Ahmedabad to provide a  B.Tech. degree programme for
employees of its Sanand plant.

16
::BOARD OF DIRECTORS::

17
 ::OVERVIEW OF INDIAN MARKET::

The automobile industry is one of the key drivers that boost the economic
growth of the country. Since the de-licensing of the sector in 1991 and the
subsequent opening up of 100 percent FDI through automatic route, Indian
automobile sector has come a long way. Today, almost every global auto major
has set up facilities in the country.

Maruti Udyog, Fiat India Private Ltd, Ford India Ltd., General Motors India
Pvt. Ltd, and Toyota Kirloskar Motor Ltd among others. The production of
automobiles in India is mainly for the domestic customers. Some facts on
Automobile industry in India:

 India has the fourth largest car market in the world

 India has the largest three wheeler market in India
 India is the second largest producer of two wheelers in the world
 India ranks fifth in the production of commercial vehicles.
Car manufacturing in India first began in late 1940s. Earlier a couple of cars
made by foreign technology were manufactured in India. But now, cars made by
Indian car manufacturers dominate the business. The future of car
manufacturing in India is bright. The popular car company in India are:
 Maruti Udyog
 Ford India Private Ltd:
 Hyundai Motors
 Fiat India Private Ltd.
 Tata Motors Limited
 Toyota Kirloskar Motor Ltd
 Domestic Market Share for 2008-09

::MARKET SHARE OF VEHICLES IN INDIA::

18
  Passenger Vehicles (15.96%)
 Commercial Vehicles (3.95%)
 Three Wheelers (3.60%)
 Two Wheelers (76.49%)

SHARES ( IN %)

80
70
60
50
40 SHARES ( IN %)
30
20 76.49
15.96
10
0 3.95
3.6
PASSENGER VEHICLES
COMMERCIAL VEHICLES
THREE WHEELERS
TWO WHEELERS

19
 Market share of PV ( in %)
::
Maruti Suziki Hyundai Motors India Mahindra & Mahindra
Tata Motors Ford Motors Toyata Kirloskar Motor M
Renault India Honda Cars Nissan Motors India A
Vokswagan India
R
K
E
2% 2% T
7%
4%
5%
3%
46%
7%

8%

16%

SHARE OF PV CARS IN INDIA (2019)::

CORE VALUES OF TATA

At the Tata group we are committed to improving the quality of life of the communities we

20
serve. We do this by striving for leadership and global competitiveness in the business sectors
in which we operate.
Our practice of returning to society what we earn evokes trust among consumers, employees,
shareholders and the community. We are committed to protecting this heritage of leadership
with trust through the manner in which we conduct our business.
This heritage is being continuously enriched by the formalization of the high standards of
behaviour expected from employees and companies. The Tata name is a unique asset
representing leadership with trust. Leveraging this asset to enhance Group synergy and
becoming globally competitive is the route to sustained growth and long-term success

Tata has always been values-driven. These values continue to direct the growth and business

of Tata companies. The five core Tata values underpinning the way we do business are:

 Integrity: We will be fair, honest, transparent and ethical in our conduct; everything
we do must stand the test of public scrutiny.
 Excellence: We will be passionate about achieving the highest standards of quality,
always promoting meritocracy.
 Unity: We will invest in our people and partners, enable continuous learning, and
build caring and collaborative relationships based on trust and mutual respect.
 Responsibility: We will integrate environmental and social principles in our
businesses, ensuring that what comes from the people goes back to the people many times
over.
 Pioneering: We will be bold and agile, courageously taking on challenges, using deep
customer insight to develop innovative solutions.

 Mission
We innovate mobility solutions with passion to enhance quality of life.

 VISION

By FY 2024, we will become the most aspirational Indian auto brand, consistently winning,
by

 Delivering superior financial returns

 Driving sustainable mobility solutions

21
  Exceeding customer expectations, and
 Creating a highly engaged work force

Operations

Tata Motors has vehicle assembly operations in India, Great Britain, South Korea, Thailand,
Spain and South Africa. It plans to establish plants in Turkey, Indonesia, and Eastern Europe.

TATA MOTORS CARS

Tata Motors Cars is a division of Tata Motors which produces passenger cars under the Tata
Motors marque. Tata Motors is among the top four passenger vehicle brands in India with
products in the compact, midsize car, and utility vehicle segments. The company's
manufacturing base in India is spread across Jamshedpur (Jharkhand), Pune (Maharashtra),
Lucknow (Uttar Pradesh), Pantnagar (Uttarakhand), Dharwad (Karnataka) and Sanand
(Gujarat). Tata's dealership, sales, service, and spare parts network comprises over 3,500
touch points. Tata Motors has more than 250 dealerships in more than 195 cities
across 27 states and four Union Territories of India. It has the third-largest sales and service
network after Maruti Suzuki and Hyundai.
Tata also has franchisee/joint venture assembly operations in Kenya, Bangladesh, Ukraine,
Russia, and Senegal. Tata has dealerships in 26 countries across 4 continents. Tata is present
in many countries, it has managed to create a large consumer base in the Indian Subcontinent,
namely India, Bangladesh, Bhutan, Sri Lanka and Nepal. Tata is also present in Italy, Spain,
Poland, Romania, Turkey, Chile, South Africa, Oman, Kuwait, Qatar, Saudi Arabia, United
Arab Emirates, Bahrain, Iraq, Syria and Australia.

 Tata Daewoo

Tata Daewoo (officially Tata Daewoo Commercial Vehicle Company and formerly
Daewoo Commercial Vehicle Company) is a commercial vehicle manufacturer
headquartered in Gunsan, Jeollabuk-do, South Korea, and a wholly owned subsidiary of
Tata Motors. It is the second-largest heavy commercial vehicle manufacturer in South
Korea and was acquired by Tata Motors in 2004. The principal reasons behind the
acquisition were to reduce Tata's dependence on the Indian commercial vehicle market
(which was responsible for around 94% of its sales in the MHCV segment and around

22
 84% in the light commercial vehicle segment) and expand its product portfolio by
leveraging on Daewoo's strengths in the heavy- tonnage sector.
Tata Motors has jointly worked with Tata Daewoo to develop trucks such as Novus and
World Truck and buses including GloBus and StarBus. In 2012, Tata began developing a
new line to manufacture competitive and fuel-efficient commercial vehicles to face the
competition posed by the entry of international brands such as Mercedes-Benz, Volvo,
and Navistar into the Indian mark

 Tata Hispano

Tata Hispano Motors Carrocera, S.A. was a bus and coach manufacturer based in Zaragoza,
Aragon, Spain, and a wholly owned subsidiary of Tata Motors. Tata Hispano has plants in
Zaragoza, Spain, and Casablanca, Morocco. Tata Motors first acquired a 21% stake in
Hispano Carrocera SA in 2005, and purchased the remaining 79% for an undisclosed sum in
2009, making it a fully owned subsidiary, subsequently renamed Tata Hispano. In 2013, Tata
Hispano ceased production at its Zaragoza plant.

 Jaguar Land Rover

23
Jaguar Land Rover PLC is a British premium automaker headquartered in Whitley, Coventry,
United Kingdom, and has been a wholly owned subsidiary of Tata Motors since June 2008,
when it was acquired from Ford Motor Company of USA. Its principal activity is the
development, manufacture and sale of Jaguar luxury and sports cars and Land Rover
premium four-wheel-drive vehicles.
Jaguar Land Rover has two design centres and three assembly plants in the United Kingdom.
Under Tata ownership, Jaguar Land Rover has launched new vehicles including the Range
Rover Evoque, Jaguar F-Type, the Jaguar XE, the Jaguar XJ (X351), the second-generation
Range Rover Sport, and Jaguar XF, the fourth-generation Land Rover Discovery, Range
Rover Velar and the Range Rover.

 TML Drivelines

TML Drivelines Ltd. is a wholly owned subsidiary of Tata Motors engaged in the
manufacture of gear boxes and axles for heavy and medium commercial vehicles. It has
production facilities at Jamshedpur and Lucknow. TML Forge division is also a recent
acquisition of TML Drivelines. TML Drivelines was formed through the merger of HV
Transmission and HV Axles.

Joint ventures

 Tata Marcopolo

Tata Marcopolo is a bus-manufacturing joint venture between Tata Motors (51%) and the
Brazil-based Marcopolo S.A. (49%). The joint venture manufactures and assembles fully
built buses and coaches targeted at developing mass rapid transportation systems. It uses
technology and expertise in chassis and aggregates from Tata Motors, and know-how in
processes and systems for bodybuilding and bus body design from Marcopolo. Tata

24
Marcopolo has launched a low-floor city bus which is widely used by transport corporations
in many Indian cities. Its manufacturing facility is based in Dharwad, Karnataka State, India.

25
1.9 RESEARCH AND DEVELOPMENT

Tata Motors invests approximately up to 2 per cent of its annual turnover on research and
development, with an emphasis on new product / aggregates development and technology
up gradation. Its Engineering Research Centre in Pune employs over 1,400 scientists and
engineers and has India's only certified crash-test facility and hemi anechoic chamber for
testing of noise and vibration.
The company also draws on the resources of leading international design and styling houses
like the Institute of Development in Automotive Engineering, SPA, Italy, and Stile Bertoni,
Italy. The company has also been implementing several environmentally sensitive
technologies in manufacturing processes and uses some of the world's most advanced
equipment for emission checking and control.

1.10 ENVIRONMENTAL 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. All its products meet required
emission standards in the relevant geographies. 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.

26
1.11 MAJOR PRODUCTS

Tata Motors entered the passenger vehicle market in 1991 with the launch of the Tata Sierra,
a multi utility vehicle. This was followed by the launch of the Tata Estate in 1992 (a station
wagon based on the existing Tata Mobile light commercial vehicle) and the Tata Safari in
1998, India's first sports utility vehicle.

Tata launched the Indica in 1998, the first fully indigenous Indian passenger car. Although
initially criticised by auto-analysts, its excellent fuel economy, powerful engine and an
aggressive marketing strategy made it one of the best selling cars in the history of the Indian
automobile industry. A newer version of the car, named Indica V2, was a major improvement
over the previous version and quickly became a mass-favourite. Tata Motors also
successfully exported large quantities of the car to South Africa. The success of Indica played
a key role in the growth of Tata Motors.

TATA NEXON

 Nexon is Tata Motors’ sub-four-metre rival to the Ford EcoSport and upcoming Mahindra
S101. And while it’s still a concept, the Nexon points to the future design direction that Tata
vehicles will take, and has been designed by Tata’s design teams in Turin, UK and India.
 
The Nexon is based on the X1 platform that is clear from its looks which are a mix of
hatchback and SUV. The sloping roofline and rising beltline give it a crossover appearance,
but it looks more like a hopped-up small car than an outright SUV. The flared wheel arches
and blacked out scuff plate on the bumpers complete the crossover looks.

27
 TATA TIAGO

Tata Motors launched the Tiago hatchback in India on April 6, 2016 at Rs 3.20 Lac (Ex-
Showroom, Delhi). The car is packed with both diesel and petrol power trains. It is developed
with IMPACT concept. Also, the Tiago gets both City and Eco drive modes to result the
stunning performance and fuel efficiency. The car is equipped with a Harman developed
Connect Next infotainment system, Juke-car app and first-in-segment smart phone enabled
Navigation app to guide the trip. The Tiago will also spawn out a sub-4 metre notchback,
which could be called the Sway.

TATA TIGOR

Tata Tigor is a compact sedan automobile manufactured by Tata Motors in India. It was

launched in India by the end of March 2017. The Tigor is based on the previous year
launched Tata Tiago, and it comes in both petrol and diesel engine that is delivering the
dynamic performance. The petrol variant runs on a 1.2-litre 3-
cylinder Revotron aluminium that delivers 85PS of power and 114 Nm of peak torque. While,
the diesel version of the Tigor equipped with a 1.05-litre Revotorn motor that produces 70PS
of power and 140 Nm of torque.

28
 TATA ZEST

The Zest is available in petrol and diesel versions; the Fiat-sourced 1.3-litre quadrajet diesel
engine (in two states of tune 75 PS and 90 PS) which is already being used on Indica
Vista and Manza and the petrol version of is powered by a new Revotron 1.2-litre
turbocharged, 90 PS engine. All come with a 5-speed manual transmission, with the option of
an automated manual on diesel versions.

The Zest range includes XE, XM, XMA, XMS and XT trim options; Zest XE priced at
Rs.4.64 Lacs is the base variant of the manual petrol Tata Zest which comes with features
such as a tilt adjustable steering wheel, driver information display, a cup holder in the centre
console, tilt adjustable steering wheel, dual tone interiors, adjustable front head rests, an
under seat storage drawer, air conditioning and heating, a tachometer and door pockets on all
4 doors. Zest XM priced at Rs. 5.25 Lac the mid variant of the petrol Tata Zest.

TATA BOLT

Tata Bolt is a new hatchback created by Tata Motors under its Falcon programme. The car
was revealed at Indian Auto Expo 2014 along with its sedan version, the Tata Zest. The car is
expected to be launched in Indian markets in the latter half of 2014 after the launch of its
sedan version. The diesel version of Tata Bolt will be fitted with 1.3-litre quadrajet diesel
engine which is already being used on Indica Vista and Manza where as the petrol version of
Tata Bolt will be powered by a new 1.2-litre turbocharged, 89 bhp engine. The new car is
based on existing platforms on which Vista and Manza are built.
29
 TATA SUMO VICTA

Launched in 2004[5] Tata Motors this was a facelift version of Tata Sumo. With all new
interiors, the vehicle featured a tachometer, multifunctional instrument panel, power
steering, power windows on all four doors, key-less entry and hosts of other comfort features.

In mid-2013 Tata Motors launched Victa Gold. This version received the all-new indigenous
CR4 Engine and offered increased power of 85 PS (at 3000 rpm) and 250 Nm Torque (at
1000-2000 rpm).

TATA NANO

In January 2008, Tata Motors launched Tata Nano, the least expensive production car in the
world at about ₹120,000. The city car was unveiled during the Auto Expo 2008 exhibition
in Pragati Maidan, New Delhi.

Tata has faced controversy over developing the Nano as some environmentalists like
Anumita Roy chaudhary, of the Centre for Science and Environment in Delhi, and Rajendra
K. Pachauri, chairperson of the Intergovernmental Panel on Climate Change (IPCC), are
concerned that the launch of such a low-priced car could lead to mass motorization in India
with adverse effects on pollution and global warming. Tata had set up a factory
in Sanand, Gujarat and the first Nanos were rolled out in summer 2009.

30
 TATA HEXA

The Tata Hexa is a crossover SUV manufactured by the Indian car major, Tata Motors. The
new Hexa crossover is successor to the Tata Aria and is the car maker’s new flagship
crossover model.
The crossover is available as an all-diesel model and has been equipped with the 2.2 litre
Varicor diesel motor. It is available for sale in the domestic car market of India in a total of
six model trims, namely - XE, XM, XMA, XT, XTA and XT 4x4. The prices for the all new
Tata Hexa starts at Rs. 11.99 Lakhs for the base XE model, and goes up to Rs. 17.49lakhs for
the range topping XT 4x4 variant (all prices, ex-showroom New Delhi).

TATA SAFARI STORME

The new face lifted Safari STORME was launched in 2015 featuring a new Land
Rover inspired grille, refreshed interiors with silver accents and black theme giving the cabin
a modern but classy and upmarket feel. The steering wheel is a new three spoke design as
the Tata Zest. There is now a single Din audio system with improved audio output. The
power output has been further increased to class leading 150PS (148bhp) making it more
drivable.

The Safari is more of a proper SUV and has better affording capability and for those
customers in India who are more of an adventure enthusiast, Safari has proved to be the best
choice in the segment.

31
  Upcoming TATA cars

TATA EVISION ELECTRIC

Tata has been turning heads at the Geneva Motor Show for 20 years now. And to celebrate
this milestone, the Indian carmaker unveiled a brand new electric concept sedan, the EVision.
Based on the new OMEGA architecture of the Tata H5X SUV, the EVision is the first sedan
to come out of the Impact Design 2.0 family. The platform here accommodates two electric
motors and a battery pack which is placed on the floor of the car. This opens up more space
in the cabin as well as improves the dynamics of the car by keeping the centre of gravity low
down.
The only technical information available about the car is that the concept features two
motors, one on each axle which will make this sedan an AWD. Another good news is that it
will feature both slow AC charging and fast DC charging, with a range of 350-420km on a
single charge. Performance enthusiast will be glad to know that the EVision will have a top
speed of 200kmph and will reach triple digits sub-7 seconds. That's not only quick for a sedan
of this size, but quick, period. Also, the car will pack in a lot of tech like predictive energy
management systems, which will focus on giving you the best range possible and connected
technologies such as cloud computing, analytics, geospatial mapping, and increased human-
machine interface.
Though it is just a design study at this point, it may one day come to light as an electric rival
to the Hyundai Elantra and the Skoda Octavia.

32
 Tata 45X

TATA TIGOR EV

Tata Motors has showcased Tigor EV at ongoing 2018 Auto Expo. On the outside, there is
little to differentiate the Tigor EV from the standard Tigor model except for EV badge on the
front and blue decals on the sides. Inside the cabin too, the differentiation is very subtle
manifested through the knob gear-lever in the EV version. The power to the wheels is
generated by three-phase induction motor having the total output of 30 kW @4500 rpm
which roughly equates to 40 bhp of max power. The output of a Tigor EV is expected to be
mediocre and the potential buyers will like to use the car only for intra-city travel. Tata

33
Motors has refrained from disclosing the range although there is a mention of fast charging
capability of the car. Tata Tigor EV won't be a cheap buy and expected to have a
starting price of Rs 12 lakh.

TATA TIAGO EV

34
Chapter2.

Introduction of Nitiraj Motors

Facilities available at Nitiraj motors

Products sold by Nitiraj motors

Market analysis of Nitiraj Motors

SWOT Analysis of Tata Motors

35
INTRODUCTION OF NITIRAJ MOTORS PVT. LTD.

Nitiraj Motors Pvt. Ltd. is an authorised dealer of Tata Motors Ltd. It sells only passenger
vehicles of Tata Motors Ltd. It is situated in Motihari East Champaran Bihar-845401.It was
established in 2007 by Nitishwar Prasad singh. It serves in East Champaran,
West Champaran and Bagaha through Sub outlets which are located in Raxaul and Bettiah. It
has a large stock house where it can stock approx 50 cars. It also has a big servicing room
where it can serve 8 cars at a time. It has a big parking place where DEMO vehicles are stood
up. All employees are well qualified and very helpful in nature. The showroom through its
large workshop would offer sales service, spare parts & accessories support to its customers.
Our service centre is out fitted with the latest modern equipments & updates with Tata
challenging world standards. Our technical team is qualified & trained to analyze & provide
accurate solution as service point of view. It`s profile is sales and services. On an average 500
cars are sold by Nitiraj motors yearly.

 Overview
 Managing director:- Basant singh
 General manager:- Praveen kumar
 Sales general manager:- J.K Bhajpai
 Customer relation manager(service):- Kishor kumar singh
 Customer relation manager(sales):- gaurav kumar
 Spares manager:- prashant kumar
 Total area:- 1acre

Objectives of Nitiraj motors:

 To give quality service to customers.
 To know the expectations of the customers & to fulfil the expectations.
 To Maintenance of good relations with customers.
 To Quality service & reasonable charge.
 To maintain the healthy environment in the organization.
 To give full support to the employees & the customers.
 To provide training & development to the employees to satisfy the Customers to
the maximum extent.
 To Job satisfaction for employees.
 To Main objective is to satisfy the customers to the maximum extent

36
 WORKING HOURS
 10:30a.m. to 1:30 pm
 1:30p.m. to 2.00 p.m. Break for lunch(service)
 2:00p.m to 2:30 p.m. Break for lunch(sales)
 2:00p.m to 6:00 p.m.
 2:30p.m. to 6:00 p.m.

ACTIVITIES:
 Sale of Light Vehicles of TATA Motors
 Repairs/services of all ranges of TATA vehicles
 Sales of spare parts of TATA vehicles

MANPOWER:
 Total employees-60
 Workers -48
 Managerial Staff - 4
 Manager-2( sales and services)
 Accountant-2( sales and services)
 Supervisors-2(services)
 Drivers-2

37
VARIOUS FACILITIES AVAILABLE AT NITIRAJ MOTORS
Good infrastructure, well qualified & trained man power, state of art diagnostic equipments
& innovative ideas are the key elements in making Nitiraj motors successful operation.

FACILITIES AVAILABLE

1. Trained man power

2. Computerized engine facility
3. Computerized wheel aligner
4. Computerized wheel balancer
5. Pneumatic lines & tools
6. Stand by vehicles for customers
7. Service promotion activity
8. Feedback card analysis
9. Customer complaint handling
10. Customer care management
11. Quick repair facility
12. Good & pure water facility
13. Large space for parking for both light & heavy vehicles
14. Rest room for customers as well as employees
15. Separate cash counter section.
16. Spare part division for each section
17. Refreshments (Tea) for the customers.
18. Customer lounge & toilet facilities for the customers & employees

Benefits to Employees:
1) Uniform: Company provides uniform to all the employees after they are been selected.
2) Salary: The Company pays salary to the employees according their qualifications,
experience, and their ability.
3) Bonus: At the end of every year bonus is paid to every employee.
4) Incentives: According to the employee’s performance incentives are been paid.
5) Compensation: if any accident happens and if serious damages are caused accidentally `to
the employee at the work place compensation is been paid.

38
6) First aid kit : Company has arranged first aid kit in every division of the motor section for
the safety of the employees.
7) Water facility: Company provides pure & healthy drinking for the employees.
8) Refreshment facility: Company provides tea & snacks to all the employees. A Television
set is been kept in the division where the employees can entertain themselves during the
lunch hours.
9) Training facilities: Company provides training facilities to their employees.
10) Experience: it is a best opportunity to employees for a improving the work style and
growing relation with customer in the specific field on the job purpose.

Rules & Regulations for the employees:

1. The employee should be in the company premises before 10 am and should work up to 6
pm.
2. Employee should wear the uniforms everyday as it is mandatory.
3. Every employee should follow the safety rules.
4. Company has provided holiday at every Sunday and other local festivals.
5. If any employee damages any of the tools & equipments of the company or customers then
the damages will be deducted from his salary.
6. Every 15 days all administrative staff should attend the General Meeting.
7. All the details of any TATA vehicles serviced or sold should be updated to the Head-office
at Mumbai.
8. All the employees should undergo training and development program.

Benefits to Customer:
 Quality & error free service.
 Genuine spare parts.
 Highly sophisticated workers for quality work.
 Reasonable rates.
 Rest room for customers.
 Good & pure drinking water.
 Two times tea for the customers who to stay for days together to get their vehicles
serviced/ repaired.
 Mobile service is been provided for any serious breakdowns at any place.
 ATM (All Time Mobile Service).

39
Product sold by Nitiraj Motors

TATA SAFARI

TATA SUMO

TATA HEXA

40
TATA TIAGO TATA NEXON

TATA TIGOR TATA ZEST

41
 TATA BOLT TATA NANO

MARKET ANALYSIS OF NITIRAJ MOTORS

Market analysis:- A market analysis studies the attractiveness and the dynamics of a special
market within a special industry. It is part of the industry analysis and thus in turn of the
global environmental analysis.

p
4
T
S
C
5
P
P
o
r
i
c
l
s
n
p
e
k
r
a
m
g
n
ti
e
f

 Here 5c refers to customer, company, competitors, collaborators and context.

Customer: - Who buys the product & services.(Value & satisfaction)

Company: - Which sells the product & services.

42
Competitors: - Company in the existing market. Eg:-Mahindra & Mahindra,Honda cars,
Hyundai, Maruti Suzuki and so on.

Collaborators: - Each & Every company does not make all required equipments to assemble
the product so it collaborates to other company.

Context:-Product should be made on the basis of geographical region in accordance with

economical, political, social and infrastructure.

 STP stands for Segmentation, Targeting and Positioning.

Segmentation:-To segment the market, there are following basis of segmentation-

I. Geographical Segmentation
II. Demographic Segmentation
III. Psychographic Segmentation
IV. Behaviouristic Segmentation
V. Volume Segmentation
VI. Product specification Segmentation
VII. Benefit Segmentation

Targeting:-To target the market on the basis of segmentation which segment of the market is
beneficial for the company in relative to the product.

Positioning:-To create an image of product in the mind of customer likes Tata Nano.

 4P`s are also called Marketing Mix which stands for Product, price, place and
promotion.

Product:-Product refers to that goods and services which are offered by company in the
market to satisfy the need and wants of customer. It should be valuable and give maximum
satisfaction to customer.eg. Tata Nano, Tata Tiago, Tata Tigor, Tata safari storme and so on.

Price:-The price of product should be affordable and relative to competitors as well as

company.

Place:-Place refers to the distribution channel of the company how a product is reached to the
customer i.e. Manufacturers-Dealership-customer.

43
Promotion:-After assembling of the product company as well as the dealer of the company to
promote the product through advertising, coupon, personal selling and public events and also
give discount to the customer to buy the product.

The number of cars that is sold by Nitiraj Motors Pvt. Ltd. during the summer internship in
the area of East Champaran & West Champaran.

Passenger Vehicles Name No. of vehicles sold

Tata Tiago 14
Tata Tigor 07
Tata Nexon 10
Tata zest 00
Tata Safari 07
Tata Nano 0
Tata Hexa 02
Tata Bolt 00
Tata sumogold 00

44
 14

12

10

0
Tata TATA TATA TATA TATA TATA TATA TATA TATA
Safari Sumo Hexa Tiago Tigore Nexon Zest Bolt Nano

Vehicles sold (region wise)

Area No. of sold vehicles

Motihari 17
Bettiah 13
Bagaha 06
Chakia 04

45
 Sales
10%
15%

43%
Motihari
Bettiah
Bagaha
Chakia

33%

COMPETITORS OF TATA MOTORS

SWOT Analysis of TATA Motors

SWOT Analysis of Tata Motors with USP, Competition, STP (Segmentation, Targeting,
Positioning) - Marketing Analysis.

Parent company TATA

Category SUV, Hatchback, Sedan
Sector Automobile

46
 Tagline/Slogan Inspired by people
USP Tata Motors is one of the oldest and trusted
brand with extensive distribution and strong
market penetration in India

Tata Motors STP

 Segment:- Hatchback, sedan & SUV segment

 Target Group:- Targeted towards upper middle class customers
 Positioning:- Tata Motors is positioned as a leader in automobile market inculcating
Innovative technologies to deliver value to customers.

Tata Motors SWOT Analysis

 STRENGTHS
1. Diversified Portfolios: Tata has a large portfolio of products which is well-diversified.
The well diversified portfolio of vehicles makes it bring stabilization in its sales and
profit. It brings confidence to the investors who are interested in this company to make
investment.

2. Stabilized Earning: It has been earning stabilized profit. Tata has good management
policy. It can be noticed when they acquire new companies. One study showed that Tata
will only purchase those companies which have exactly the same management system.
They follow this policy only because they have confidence over their own management
policies.

3. Recognized Brand: Strong brand legacy owing to parent brand Tata. It is a well-
known brand in the home country, and in the neighbor country like Pakistan, Bangladesh
etc. Many associations like Jaguar Land Rover, Hispanso, Macropolo etc. increases
Tata Motors' international presence.

4. Number of Employees: It has a large number of employees. Under Tata group, more
than 660,800 employees are working.

47
  WEAKNESSES
1. Indifferent to Changes: Automobile industry is very competitive industry. Each and
every company in this industry remains competitive as most of the automobile companies
are very old and experienced in this business. They offer new model and tech savvy cars.
But Tata Motors is indifferent in this case. Its large model base is old.

2. Global Presence: Automobile industry must not be limited to the local market.
If it is limited to a specific area, then it`s a strong barrier for the growth as other foreign
companies may enter to the same market. Tata remained silent in achieving global market
shares. It has not penetrated in many international markets till now.

3. Weak Marketing Policy: Strong marketing policy is the strength of a company. It is

the way a company can know the demands of their customers and produce the products
accordingly. Also, it helps the company to communicate with consumers and inform
about the value they are planning to deliver. The TATA does not have strong marketing
policy to promote its product world-wide.

4. Narrow Domestic Market: As Tata did not enter to many global markets, it developed
its business in the local market. But only local market is not enough for a company like
Tata motors.

5. Controversies like Singur plant for Nano etc. hurt Tata Motors.

 OPPORTUNITIES

1. Global Positioning: For developing a strong brand image, all it needs to have a strong
marketing policy. This can make new customer base in local market and worldwide as
well. If TATA Motors wants to position its products heavily, it can. All it needs to have
stronger marketing and promotional policies.

2. Opportunities for Merger and Acquisitions: Merger and acquisition is a pretty

common tradition in automobile industry. Tata has a long experience as it is one of the
oldest companies in India. As it has grown bigger, it has grabbed the capabilities for
acquisitions. Also, it has its own proved management policies that may help managing
newly acquired companies.

48
3. Increasing Purchase Power of Indian People: The sales of a product largely
dependent on the price of the products. If prices are reasonable, a company can easily
develop tech savvy modern cars and meet the sale target. As the people of India are
earning more than before, they are having more purchase power.

4. Expanding Auto Market: The world is becoming modernized. People are being
dependent on the transportation facilities heavily. It will increase the sales of motor
vehicles. As Tata still has the opportunities to enter to different foreign market, it has a
great expansion opportunity.

 THREATS
1. Fuel Price: The cost of fuel affects the sale of vehicle not only in India but also all
over the world. The fuel price and the sales of the cars directly negatively related. So, if
the product price increases, it will reduce the sales volume. This is one of the biggest
threats for the car companies.

2. Government Law on Environment: Many countries are developing law on carbon

emission. If India develops such kind of law, TATA might need to develop more carbon
efficient cars which may need additional investment. This requires additional investments.

3. Market competition: Competition from other big automobile giants means reduced
market share for Tata Motors The automobile market is so much competitive. These
companies are frequently offering newly developed cars which have fuel efficiency,
modern models, technologies, and environment friendliness. It is pretty clear that TATA
has many strong competitors in this sector. So, it has to be remained cautious and become
more competitive.

4. Increasing Production Cost: In this modern era, the competition has increased. As a
result, the production cost is more than before as the company has to be more competitive
for offering innovative products.

Chapter3

Objective

Research Methodology

Data Collection & techniques

49
Interpretation & Analysis

Results & Findings

Limitations and scopes of study

Conclusions

Recommendations & suggestion

OBJECTIVE

A consumer may have set of interests, benefits, attitudes and life style before purchasing a
product. But there might be a major change in his taste and preference after the purchase has
been made. In such a position it is difficult for the marketer to know the behaviour of the
consumer. With this view in mind the research study will be conducted to find out the
consumer preference.

50
Customer perception is an important component of our relationship with our customers.
Given that 90% of our orders at some point involve the phone, how we handle the telephone
is essential to creating a perception for our customer that aligns with the company mission of
service.
The objective of the report is not only to focus on competitors but also to get the competitive
position in the national as well as international market through customer satisfaction. These
are as follows.
 Analysis of Customer satisfaction towards sales and services of NITI RAJ Motors
Pvt. Ltd. motors.

3.2- RESEARCH METHODOLOGY

Types of research
Based on the objectives of the study, there are two types of Research:

51
  Exploratory Research- Exploratory research is conducted when one is seeking
insights into the general nature of a situation, the possible decision alternatives, and
the relevant variables that need to be considered. While conducting my study, I used
exploratory research, which was flexible and was aimed at identifying all the
attributes that provides satisfaction to customers before and after buying a vehicle. I
undertook an intensive review of the automobile industry in India, and screened some
issues which I as a researcher felt needed more clarification or study.

 Descriptive research- My exploratory research conducted brought out a host of

factors which affect the customer buying attitude. These factors were then filtered to
form a set of the most important alternatives, which might affect a consumer’s
decision regarding the purchase of vehicle and which brand they prefer. The purpose
was to find an accurate snapshot of the market environment of automobiles.

3.3- DATA COLLECTION

Pilot Study
After constructing the questionnaire, the pilot survey was conducted among 6 individuals
from the sales force of the company to find out the errors, if any.

Questionnaire
The questionnaire method has come to the more widely used and economical means of data
collection. The common factor in all varieties of the questionnaire method is its reliance on
verbal responses to questions, written or oral. The researchers found it essential to make sure
the questionnaire was easy to read and understand to all spectrums of people in the sample. It
was also important as researchers to respect the samples time and energy hence the
questionnaire was designed in such a way, that its administration would not exceed
10-15 minutes. The questionnaires were personally administered. Most of the questionnaires
were filled by me and not given to the respondents due to some limitations.

52
Field work
Field work is a general descriptive term for the collection of raw data direct from the
consumers, as opposed to secondary research. It plays an important role in collecting the data.
My sample size was 110. In my research, I had to take the feedback from the existing
customers as well as new customers who approached to the showroom to purchase car of
Tata Motors to know about their perception, satisfaction level and their suggestions.

 Data collection techniques

Primary data
 Pilot Study
 Questionnaire
Secondary data
It refers to the already existing data. I collected them by following methods.
 Internet
 Books
 Published Articles
 Journals
 Newspaper Articles
Data Interpretation Tools
Following software has been used during analysis and compiling of data.
 SPSS Software
 Microsoft Excel
 Microsoft Word

3.4 INTERPRETATION & ANALYSIS

Q1. Which company vehicle do you have?

53
 2% 2%
5%

Tata
Maruti Suzuki
Hyundai
Others

91%

Data analysis
From the above graph it has been observed that out of 110 respondents,
 91% are owner of Tata motor car
 09% are not.

Interpretation
Most of respondents have own Tata car.

Q2. Which Vehicle do you have ?

54
 14%

10% 38%
TATA TIAGO
TATA TIGOR
TATA SUMO
TATA SAFARI
TATA HEXA
14% TATA NEXON

12% 12%

Data analysis
From the above graph it has been observed that out of 100 respondents.
 There are 38% respondents have TATA TIAGO car,
 12% respondents have TATA TIGOR,
 12% respondents have TATA SUMO,
 14% respondents have TATA SAFARI,
 10% respondents have TATA NEXON,
 14% respondents have TATA HEXA.

Interpretation

Most of respondents have TATA TIAGO car.

Q3.From how many years do you have vehicle?

10%

15%
0-2years
2-4years
50% 4-6years
more than 6years

25%

55
Data analysis
 From the above graph it has been observed that out of 100 respondents.
 50% of the respondents are using 0-2 year.
 25% of the respondents are using 2-4 year,
 15% of the respondents using 4-6 year.
 10%of the respondents are using more than 6 years.

Interpretation

Most of respondents are using in between 0-2 years.

Q4. From where did you purchase you car?

10%

Nitiraj
Yashraj
30%
other
60%

Data analysis
From the above graph it has been observed that out of 100 respondents.
 60% of the respondents purchased car in Nitiraj Motors.
 30%of the respondents purchased in Yashraj Motors,
 10%of the respondents purchased in Other Motors.

Interpretation

Most of respondents have purchased (60%) car in NITIRAJ MOTORS.

56
Q5. How would you rate the dealership facility at NitiRaj Motors?

5%
17% 8%

15% Highly dissatisfied

Dissatisfied
Nuetral
Satisfied
Highly Satisfied

55%

Data analysis
From the above graph it has been observed that out of 100 respondents.
 17%of the respondents are highly satisfied with dealership facility at Niti Raj motors.
 55% of the respondents are satisfied with the dealership facility at Niti Raj motors.
 15% of the respondents are neutral with the dealership facility at Niti Raj motors.
 08% of the respondents are dissatisfied with the dealership facility at Niti Raj motors.
05% of the respondents are highly dissatisfied with the dealership facility at Niti Raj motors

Interpretation

Most of respondents are satisfied with the dealership facility at Niti Raj motors.

57
Q6. How would you rate the transparency in deal with you at Nitiraj motors?

9%
13%

11%

Highly dissatisfied
dissatisfied
Nuetral
14% satisfied
Highly satisfied

53%

Data analysis
From the above graph it has been observed that out of 100 respondents.
 13% of respondents are highly satisfied with the transparency in deal at Niti Raj motors.
 53% of the respondents satisfied with the transparency in deal at Niti Raj motors.

 14% of the respondents neutral with the transparency in deal at Niti Raj motors.

 11% of respondents are dissatisfied with the transparency in deal at Niti Raj motors.

 09% of the respondents are highly dissatisfied with the transparency in deal at Niti Raj
motors.

Interpretation

Most of respondents are (53%) satisfied with the dealership facility in NITIRAJ MOTORS.

58
Q7. How would you rate the fairness in deal with you at Nitiraj motors?

4%
9%

29%
10%
Highly dissatisfied
dissatisfied
nuetral
satisfied
Highly satisfied

48%

Data analysis
From the above graph it has been observed that out of 100 respondents.
 29% of the respondents are highly satisfied with sales and service executive.
 48% of the respondents satisfied with the sales and service executive.
 09% of the respondents dissatisfied with sales and service executive
 04% of the respondents highly dissatisfied with sales and service executive.
 10% of respondents are on neutral.

Interpretation
Most of respondents(48%) are satisfied with the fairness of deal in NITIRAJ MOTORS.

Q8. How would you rate the financial process at Nitiraj motors?

59
 5%
6%

11% 32%
Highly satisfied
satisfied
Nuetral
dissatisfied
Highly dissatisfied

46%

Data analysis
From the above graph it has been observed that out of 100 respondents.
 32% of the respondents are highly satisfied with experience of the sales person,
 46% of the respondents satisfied,
 6%of the respondents dissatisfied,
 5% of the respondents highly dissatisfied,
 11%of the respondents are Nuetral

Interpretation

Most of respondents are satisfied (46%) with the financial process in NITIRAJ MOTORS.

Q9. How would rate the delivery time of cars at Nitiraj motors?

60
 2%
12%

10%

Highly Satisfied
40% satisfied
Nuetral
dissatisfied
Highly disSatisfied

36%

Data analysis

From the above graph it has been observed that out of 100 respondents.
 2% respondents highly satisfied with the financial process,
 40% of the respondents satisfied,
 10%of the respondents dissatisfied,
 12% of the respondents highly dissatisfied,
 36% of the respondents Nuetral.

Interpretation

Most respondents satisfied (40%) with the delivery time of cars in NITIRAJ MOTORS.

Q10. How would you rate the purchase process at Nitiraj motors?

61
 6%
10%
7%

9%

Highly Satisfied
satisfied
Nuetral
dissatisfied
Highly disSatisfied

68%

Data analysis

From the above graph it has been observed that out of 100 respondents.
 10% respondents highly satisfied with the purchase process,
 68% of the respondents satisfied,
 7%of the respondents dissatisfied,
 10%of the respondents highly dissatisfied,
 9% of the respondents on an average.

Interpretation

Most of respondents are satisfied (68%) with the purchasing process NITIRAJ MOTORS.

Q11. How would rate the servicing process of your vehicle at Nitiraj motors?

62
 Sales
4%
8% 13%

Highly satisfied
13% satisfied
Neutral
Dissatisfied
Highly dissatisfied

62%

Data analysis

From the above graph it has been observed that out of 100 respondents.
o 13% of respondents are highly satisfied with the servicing process of nitiraj motors.
o 62% of the respondents are satisfied with the servicing process of nitiraj motors.
o 08% of the respondents are dissatisfied with the servicing process of nitiraj motors.
o 04% of respondents are Highly dissatisfied with the servicing process of nitiraj
motors.
o 13% respondents are neutral with the servicing process of nitiraj motors.
Interpretation

Most of the respondents (62%) satisfied with the delivery timing in NITIRAJ MOTORS.

63
Q12. How would you rate the overall performance at Nitiraj motors?

3% 6%
17%

Highly Satisfied
satisfied
Nuetral
Dissatisfied
Highly DisSatisfied

74%

Data analysis

From the above graph it has been observed that out of 100 respondents.
o 17% of the respondents highly satisfied with the over all performance,
o 74% of the respondents satisfied with the overall performance.
o 6%of the respondents Dissatisfied with the overall performance.
o 0%of the respondents Highly dissatisfied with the overall performance.
o 3%of the respondents are neutral with the overall performance.

Interpretation

Most of respondents are satisfied (74%) with the overall performance of NITIRAJ MOTORS.

3.6 LIMITATIONS OF STUDY

Since the road to improvement is never ending, so this study also suffers from certain
limitations. Some of them are as follows:

64
  Because of illiteracy, it was a time consuming method in which continuous guidance
was required.
 Questionnaire method involves some uncertainty of response. Co-operation on the part
of informants, in some cases, was difficult to presume.
 It is possible that the information supplied by the informants may be incorrect. So, the
study may lack accuracy.

 CONCLUSION:-
To conclude, most of the respondents are very much satisfied with the service provided by
the NITIRAJ MOTORS. Looking into the long term perspective it is very best sign for the
company. By measuring respondent’s satisfaction level it will bring out positive benefit to
NITIRAJ MOTORS, sale person and customers. Respondent’s satisfaction boosts more sales

65
and faithful customer to the NITIRAJ MOTORS; it will also help to the NITIRAJ MOTORS
to introduce more and more promotional activities, good margin and better service. And also
customer perception towards to NITIRAJ MOTORS is very much helpful in the selling of
products more with the help of store loyalty, as many of the customers are loyal with the
Nitiraj motors.

3.8 RECOMMENDATIONS

According the research I suggest Nitiraj motors that they need to deliver the vehicles at
promised time as well as in time for the first time purchase or by the time of taking service

66
after purchase by which it can attract more customer by referral of satisfied customer of
Nitiraj motors.
I suggest Nitiraj motors to promote their company in print media, e-media & social media .
To provide entertainment facility to customer who have come with their family.
I suggest Nitiraj motors to open canteen for customer as well as for employee too.
I suggest Nitiraj Motors to provide parking area with shed for parking of customers vehicle
and for employees vehicle too.
I suggest Nitiraj Motors to open new sales & service point at chakiya , Dhaka, Areraj , Bagha
, narkatiyagang

BIBLIOGRAPHY
INTERNET:

1. Tata Motors' Official Website

2. Wikipedia
3. http://www.google.com
4. http://www.tatamotors.com
5. htttp://www.moneycontrol/com/tata-group/tatamotors

67
 6. http://www.carwale.com/research/cars/tata
7. https://www.ibef.org/industry/india-automobiles.aspx
8. https://www.ibef.org/industry/autocomponents-india.aspx

MAGAZINES:
1) Business today - pick and choose
2) Business today - tata motors to bring jaguar, land rover to India

BOOKS:

1. Marketing management/Philip Kotler, Kevin Lane Keller.— 14th ed.

2. Marketing Management, The McGraw Hill Company Rajan Saxena (Third Edition)
3. Research methodology/ C.R Kothari

Questionnaire for Respondent

1. Name :- ……………………………………….
2. Age :- ……………………………………….
3. Gender :- ………………………………………
4. Occupation:- ……………………………………….
5. Address :- ……………………………………….
6. Contact no. :- ……………………………………...
7. Income :-
(a) Less than 20000 (b) 20000 -35000 (c) 35000 -50000 (d) more than 50000
8. Which company vehicle do you have ?
(a) Tata (b ) Maruti Suzuki (c) Hyundai (d) others
9. Which vehicle do you have ? ……………………………………………………

10.From how many years do you have vehicle ?

(a) 0 – 2 Years (b) 2 - 4 Years (c) 4 – 6 Years (d) More than 6 Years

11. From where do you purchase you car ?

(a ) Nitiraj Motors (b) Yashraj Motors (c) Other (specify)……………………

68
 Please rate following questions on likert scale (1-5).

Where,

1.Highly dissatisfied 2-Dissatisfied 3-Nuetral 4-Satisfied 5- Highly satisfied

Aspects 1 2 3 4 5
12. How would you rate the
dealership facility at Nitiraj
Motors ?
13. How would you rate the
transparency in deal with you at
Nitiraj Motors ?
14. How would you rate your
experience with sale & service
executive at nitiraj ?
15. How would you rate the
financial process at Nitiraj
Motors?
16. How would you rate the
delivery time of cars at Nitiraj
Motors ?
17. How would you rate purchase
process at Nitiraj Motors?
18. How would you rate the
servicing process of your vehicle
at Nitiraj Motors?
19. How would you rate the
overall performance at Nitiraj
Motors?

20. Any suggestion

…………………………………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………………………………
……………..

69