CUSTOMER SATISFACTION TOWARDS LOTUS TVS IN ERODE

SUBMITTED BY A.S.DHIVYA II.MBA(IT)

ACKNOWLEDGEMENT As we express our gratitude, we must never forget that the higher appreciation is not to utter words, but to live by them The success of the
project depended on many people who have helped the researcher and guided in completing the project. The researcher thanks the Lord almighty for giving the courage and wisdom to take up this project and complete it. These research greatly indebted to the Chancellor Mr.T.S.K.Meenakahi Sundram,M.A.,M.Phil.,Ph.D the Vice Chancellor Mrs.Sheela

Ramachandran M.Sc., PG Dip., PhD, the Registrar Mrs. Gowri Ramakrishnan Msc.,M.Phil.,Ph.D. of Avinashilingam Deemed University for Women, Coimbatore for having given an opportunity to undertake the project work which forms part of the curriculum. I wish to express my sincere thanks to the Dean,Avinashilingam School of Management Technology,Mrs.Shantha.B.KurupM.com, M.B.A.,M.Phil.,Ph.D for her valuable advice and timely encouragement to complete the project. I express my deep sense of gratitude and indebtedness to my project guide Mrs.P.Chitramani, M.B.A.,M.Phil.,Phd., Associate Professor,

Avinashilingam School of Management

Technology , for her careful

guidance and help at each and every step throughout the preparation of the project work. I also express my sincere thanks to all other faculty members of Avinashilingam School of Management Technology. I owe my heartfelt thanks to Mr.Raajashekar ( General Manager) Mr.E.P.Kumar,(General Manager) and to all the staff members of Lotus TVS for providing me with necessary information for the successful completion of the project.I express my grateful acknowledgement to my family member and special thanks to all my friends who helped me to make this study a colorful one.

SYNOPSIS
This project entitled Customer Satisfaction Towards Lotus TVS, in Erode District. Analyzing customer satisfaction is crucial for the marketers to understand the customers requirements and to prepare the products depending upon the requirements and to the taste of the customers. With the increasing pressure on the service team to achieve communication objectives more effectively in a limited budget, there has been a need to find out more effective and cost efficient ways to communicate with the target markets. Keeping in touch with the customer and gaining the feedback from them, help the agency to understand the customer requirements and to bring about customer satisfaction. This study was carried out for the period of 8 weeks. The main objective of the study was to find out the customer satisfaction through customer touch points towards TVS vehicles with special reference to Lotus TVS, Erode. The research has been conducted with 100 samples on the basis of convenience sampling techniques. The primary data was collected through a structured questionnaire. The secondary data was collected from the journals, book, magazines and websites. The researcher has used simple percentage method and Mean score value for analysis. The area of satisfaction was identified were in delivery process and customer service and the area of dissatisfaction were in service cost maintains and transparent documentation.

CHAPTER I INTRODUCTION 1.1 AUTOMOBILE INDUSTRY

The Automotive Industry designs, develops, manufactures, markets, and sells the world's motor vehicles. In 2008, more than 70 million motor vehicles, including cars and commercial vehicles were produced worldwide. In 2007, a total of 79.9 million new automobiles were sold worldwide: 22.9 million in Europe, 21.4 million in Asia-Pacific, 19.4 million in USA and Canada, 4.4 million in Latin America, 2.4 million in the Middle East and 1.4 million in Africa. The markets in North America and Japan were stagnant, while those in South America and other parts of Asia grew strongly. Of the major markets, China, Russia, Brazil and India saw the most rapid growth. In the opinion of some, urban transport systems based around the car have proved unsustainable, consuming excessive energy, affecting the health of populations, and delivering a declining level of service despite increasing investments. Many of these negative impacts fall disproportionately on those social groups who are also least likely to own and drive cars. The sustainable transport movement focuses on solutions to these problems. In 2008, with rapidly rising oil prices, industries such as the automotive industry are experiencing a combination of pricing pressures from raw material costs and changes in consumer buying habits. The industry is also facing increasing external competition from the public transport sector, as consumers re-evaluate their private vehicle usage.

Automobile Industry in India The first practical automobile with a Petrol engine was built by Karl Benz in 1885 in Mannheim, Germany. Benz was granted a patent for his automobile on 29 January 1886, and began the first production of automobiles in 1888, after Bertha Benz, his wife, had proved with the first long-distance trip in August 1888 - from Mannheim to Pforzheim and back - that the horseless coach was absolutely suitable for daily use. Since 2008 a Bertha Benz Memorial Route commemorates this event.

Soon after, Gottlieb Daimler and Wilhelm Maybach in Stuttgart in 1889 designed a vehicle from scratch to be an automobile, rather than a horse-drawn carriage fitted with an engine. They also are usually credited as inventors of the first motorcycle in 1886, but Italy's Enrico Bernardi, of the University of Padua, in 1882, patented a 0.024 horsepower (17.9 W) 122 cc (7.4 cu in) one-cylinder petrol motor, fitting it into his son's tricycle, making it at least a candidate for the first automobile, and first motorcycle. Bernardi enlarged the tricycle in 1892 to carry two adults.

The Automobile industry in India is the seventh largest in the world with an annual production of over 2.6 million units in 2009.In 2009, India emerged as Asia's fourth largest exporter of automobiles, behind Japan, South Korea and Thailand. By 2050, the country is expected to top the world in car volumes with approximately 611 million vehicles on the nation's roads. Following economic liberalization in India in 1991, the Indian automotive industry has demonstrated sustained growth as a result of increased competitiveness and relaxed restrictions. Several Indian automobile manufacturers such as Tata

Motors, Maruti Suzuki and Mahindra and Mahindra, expanded their domestic and international operations. India's robust economic growth led to the further expansion of its domestic automobile market which attracted significant India-specific investment by multinational automobile manufacturers. In February 2009, monthly sales of passenger cars in India exceeded 100,000 units. Embryonic automotive industry emerged in India in the 1940s. Following the independence, in 1947, the Government of India and the private sector launched efforts to create an automotive component manufacturing industry to supply to the automobile industry. However, the growth was relatively slow in the 1950s and 1960s due to nationalization and the license raj which hampered the Indian private sector. After 1970, the automotive industry started to grow, but the growth was mainly driven by tractors, commercial vehicles and scooters. Cars were still a major luxury. Japanese manufacturers entered the Indian market ultimately leading to the establishment of Maruti Udyog. A number of foreign firms initiated joint ventures with Indian companies. Further India is the second largest producer of motorcycle in the world after china with a production volume of 8.46 million vehicles of which two wheelers dominates with 77% followed by passenger cars (14.5%) three wheelers 4.5% and commercial vechicles4%. Today, the industry has growth to the extent of producing 84441668 two wheelers and selling 7857548 two wheelers in (2007). The two wheelers purchase trend can be highlighted.

Total Two-Wheelers Production And Sold

Two-wheeler sales:

1.2 TVS Motor Company

The third biggest two-wheeler producer in India, TVS Motor Company proudly features among the top ten international firms. It was the first company in the world to be felicitated with "The Deming Prize" for Total Quality Management and was the foremost in India to release a 2-seater 50cc pined and 100cc Indian Japanese bikes. Currently, the company boasts of its fine line of brands such as TVS Scooty, TVS Fiero, TVS Apache, TVS Centra, etc. that are some of the most sought after bikes in Indian automobile market.

TVS Motor: Company Background

A flagship firm of TVS Group, TVS Motor Company Limited and the group is worth USD 2.2 billion, with yearly yields of over USD 660 million. At present, the group has around 30 firms and has a workforce of over 45,000 globally. It has a powerful presence in the production of two-wheelers and auto parts, supported by a steady market development and diversification. The company also has thriving businesses in the allocation of heavy commercial vehicles (HCV), assurance, passenger cars and investment. TVS Motor produces a comprehensive range of two-wheelers, scooties and mopeds. Some of its motorcycles which are popular in Indian market are Sports, TVS Jive, Flame DS 125, StaR City, Flame, Apache RTR 180, etc. Scooty Teenz, Scooty Streak, Scooty Pep+, TVS Wego, etc are some of its chic scooty brands while TVS XL Heavy Duty and TVS XL SuperfallunderthecategoryofMopeds.

The firm has 4 major plants situated in Mysore, Himachal Pradesh, Hosur and Indonesia. The total production competence of the plants is of 2.5 million units per year. TVS has always been associated with its ground-breaking engineering, convenient, eco-friendly brands, supported by consistent client service.

TVS Motor Company - Product Portfolio

Some of the TVS Motor Company products are listed as below: TVS Apache With 150 cc thrust the bike produces breathtaking output of 13.5 bhp that converts it into an implausible machine. The bike has been felicitated with innumerable awards since its instigation. TVS Centra The vivacious body design, environment friendliness, minimal resistance

microprocessor regulated by VTi engine are some of the Unique Selling Points of TVS Centra. TVS Fiero FX The bike comes with a range of eye-catching attributes that entail headlamps, circular mirrors, speedometer, twin pod tool, trip tachometer, etc.

TVS Apache RTR FI 160 Equipped with 2 trip meters, odometer, analog tachometer, watch, fuel gauge, TVS Apache RTR FI 160 is India's foremost Roto Petal bike with compact disk Brakes on front and rear tyres. TVS Flame Flame comprises breathtaking features such as LCD digital speedometer, tank entrenched delta-edge traffic indicators, two lens tail-lamp and an exhaust. TVS Jive TVS Jive comes packed with characteristics like hands free cog movement, anti-stall device, stimulating pick-up that gives the scooty an exclusive attribute of any cog start and stop.

TVS Motor Company - Achievements

Since its initiation till date, India motor company has witnessed equal amount of success and failures. Some of the major achievements of the company are:

In the year 1980, TVS Motor Company released its first 50cc Moped TVS 50 in the month of August. It was a two seater with advanced technical specifications.

In the year 1984, it became the first Indian firm to launch 100cc Indian Japanese bikes in the month of September.

In the year 1994, the firm introduced its foremost home-grown Scooterette, a junior cc variomatic scooter range called TVS Scooty in the month of June.

In the year 1996, the company launched its first catalytic adapter installed motorcycle, the 110cc Shogun in the month of December.

In the year 1997, it introduced Shaolin, the 5-speed bike, for the first time in India, in the month of October.

In the year 2000, it introduced the foremost 150 cc TVS Fiero, a 4 pat bike in the month of April.

In the year 2001, the firm instigated a 110 cc 4 stroke bike, domestically devised and manufactured, named TVS Victor, in the month of August.

In the year 2004, TVS Centra and TVS Star were launched by the company in the month of January and September respectively. TVS Centra is a 100cc 4 pad bike with VT-i Engines offering world class mileage, while TVS Star is a 100cc bike suitable for coarse terrain.

1.3 LOTUS TVS PROFILE MISSION: Customer satisfaction is the topmost priority at LOTUS, a factor that has always driven the company to the best of its services, with its single minded focus on meeting customer requirement lotus has and continues to earn the patronage of a loyal clientele. STRENGTH AND CORE VALUES At lotus, a happy and motivated team of employees has always been instrumental in taking the company to new heights. On its part, lotus makes sure that the workforce enjoys immense job satisfaction through well structured HR policies. As an agency, lotus has always lived up to the ideals of its principal company, whose high standards it translated through the quality of its services. Over the year, it has successfully been a partner in progress, a testimonial to which is its consistent standing as the best dealership in India. With the synergetic co-existence of customers employee and principal, lotus has been able to achieve individual and institutional, time and again. LOTUS AGENCY-ERODE Lotus TVS agency was established in 1955. It has sold over 3 lakhs vehicles and more than 600 employees are working at present. Lotus agency is one of the big showroom and automotive shops. The groups is founded by Shri.Periyaswamy Chairman and now is spear headed by Mr.P.Raajashekar and Mr. E.P.Kumar and some of the achievements are 1994-95 1994-95 1994-95 QUALITY DEALERSHIP-LOTUS AGENCY Excellence in Sale Performance Rank National No.3 for Mopeds Outstanding performance in achieving All India No.1 Rank in sales. 1996-97 No.1 Dealer in Moped Sales 1996-97 1996-97 1998-01 1st rank in quality dealership in state of TamilNadu No 1. Dealer is spare parts off-take in state of TamilNadu. Excellence in Sales Performance Rank National No2 for Mopeds Moped

2000-03 2003-04 2005-06 2006-07

Excellence in sales performance category spares No.3. Excellence in sales performance-spares, Rank National No.1 Excellence in sales performance category-mopeds.No.1 Excellence in sales performance category-mopeds.No.3

1.4 CUSTOMER SATISFACTION OF LOTUS TVS FOR TWO WHEELERS Satisfaction is a persons feeling of pleasure or disappointment resulting from comparing a product perceived performance in relation to his or her expectations. Satisfaction is a function of perceived performance and expectations. If the performance fails short of performance and expectations, the customer is dissatisfied. If the performance exceeds expectations, the customer is highly satisfied. Many companies are aiming for high satisfaction because customers who are just satisfied still find it easy to switch when a better offer comes alone. Those who are highly satisfied are much less ready to switch. High satisfaction or delight creates an emotional bond with brand, not a rational preference. The result is high customer loyalty. Satisfied customer is an asset for the company. The key to customer retention is customer satisfaction. A highly satisfied customer Stays loyal longer Buys more as the company introduces new products and upgrades existing products. Talks favorable about the company and its products. Pays less attention to competing brands and advertising and is less sensitive to price Offer product or service ideas to the company. According to PHILIP KOTLER Customer is a person who brings us his wants. It is our job to handle them prodigality to him and to ourselves.In the retail industry, it seems as though we are constantly faced with the issue of trying to find customers. Most of the manufacturer are obsessed with making sure of advertising, displays and

pricing all scream out to attract new customers. This focus on pursuing new customers certainly prudent and necessary but at the same time wind up hurting us. In retail, this idea of focusing on the best current customers should be seen as an ongoing opportunity. To better understand the rational behind this theory and to face the challenge of building customer loyalty, we need to break down shoppers into five main types:

Loyal customers Naturally, we need to be communicating with these customers on a regular

basis by telephone, mail, email, etc. These people are the ones who can and should influence our buying and merchandising decisions. Nothing will make a Loyal Customer feel better than soliciting their input than how much you value it. In my mind, you can never do enough for them. Many times, the more you do for them, the more they will recommend you to others. Discount customers This category helps ensure your inventory is turning over and, as a result. It is a key contributor to cash flow. The same group, however, can often wind up costing you money because they are more inclined to return product. Impulse customers Clearly, this is the segment of our clientele that we all like to serve. There is nothing more exciting than assisting an impulse shopper and having them respond favorably to our recommendation. We want to target our displays towards this group because they will provide us with a significant amount of customer insight and knowledge. Need based customers People in this category are driven by a specific need. When they enter the showroom, they will look to see if they can have filled quickly. If not, they will leave right away. They buy for a variety of reasons such as a specific occasion, a specific need, or an absolute price point. As difficult as it can be to satisfy these people, they can also become loyal Customers if they are well taken care of. Sales people may not

find them to be a lot of fun to serve, but, in the end, they can offer represent your greatest source of long-term growth. It is important to remember that Need-based customers can easily be lost to Internet sales or a different retailer. To overcome this throat, positive personal interaction is required. Wandering customers For many showrooms, this is the largest segment in terms of traffic, while, at the same time, they make up the smallest percentage of sales. There is not a whole lot you can do about this group because the number of Wanderers you have is driven more by the showroom location than anything else. Many wanderers shop merely for the interaction and experience it provides them. Since they are merely looking for interaction, they are also very likely to communicate to others the experience they had in the showroom. Therefore, although wandering customers cannot be ignored, the time spent with them needs to be minimized. Using this understanding to help turn Discount, Impulse, Need-Based, and even Wandering customers into Loyal customers will help to grow our business. At the same time, ensuring that our Loyal Customers have a positive experience each time they enter our showroom will only serve to increase our bottom line profits. The need of the satisfied customer for success in any commercial enterprise are very obvious. The income of all commercial enterprises is derived from the payment received for the product and service supplied to its external customer. Customer is the sole reasons for the existence of commercial establishments. Satisfaction of customer is essential for relation for customer and for continuing sales of the product and services of the company. This establishes the need for and prime importance of customer satisfaction. In the case with the automobiles in India with the liberalization of Indian economy the market has become highly competitive. The customers now have wide choice and hence they will only buy the product and service that satisfy them fully or meet all the expectations. This leads to another important conclusion customer satisfaction assume even greater importance in a competitive business environment. While earlier it was important for success and growth of the company not it essential even for its survival.

1.5 OBJECTIVES
The objectives of the study are to Identify the customer touch points. Know the level of customer satisfaction across the various touch points 1.5 SCOPE The pre-owned cars bikes are known for their performance, features and the degree of customer satisfaction. Even though there are a number of factors to take be into consideration when buying a used convertible, one has to be cautious of dangers and problems such as sales scams and hidden fees. It is an undeniable fact for someone shopping for a convertible car on a budget, the Honda Auto-Terrace second hand models are some of the best steals in the market. Scope of the study broadly refers to the use and application of the study in various dimensions. To The Researcher The researcher could gain practical knowledge about the various factors determining the satisfaction level of customers towards LOTUS TVS. The researcher had an opportunity to interact with the existing customer satisfaction and awareness of Lotus TVS. To The Organization The study was conducted to know the customer satisfaction level and the impact of that on sales. This study will help the top management to know the consumers attitude and expectations on the new vehicles in the organization. According to the survey conducted the changes can be made to the service provided. To The Respondent

The study has provided the consumer good opportunity to know about the Lotus TVS services and getting feedback for understanding the satisfaction level of customers. To the Society The organization is the part of the society. Any improvement in the organization reflects in the society also. A well-organized firm helps the society in providing better quality products timely. The research is a guide to whomever in the society for reference at any time.

1.7 LIMITATIONS
1. Since all most of the customers were busy people, they were not able to spend more time to answer the questions. Hence detailed/in-depth discussions were ruled out. 2. The result of the study holds good for the period of study alone. 3. It is confined to lotus TVS and comparative study is not undertaken. 4. The study is confined to the parameter under study.

CHAPTER II REVIEW OF LITERATURE A literature review is a body of text that aims to review the critical points of current knowledge on a particular topic most often associated with science oriented literature, such as thesis, the literature review usually precedes the research proposal, methodology and research section. Its ultimate goal is to bring the reader up to date with current literature on a topic and forms the basis for another goal, such as the justification for future research in the area. A good literature review is characterized by the logical flow of ideas, current and relevance references with consistent, appropriate referencing style, proper use of terminology and an unbiased comprehensive view of the previous research on the topic. Fredrick K.Reichheld (2003) Made a study on customer satisfaction and suggests that perhaps only one question that really matters iswould you recommend the product or service to a friend?He maintains that marketing departments typically focus survey on the areas they can control such as brand image, pricing and product features. According to Reichheld ,a customer willingness to recommend to a friend results from how well the customer is treated by front-line employees, which in turn is determined by all the functional areas that contribute to a customer experiences. (1) Kevin Cacioppo (2008)customer satisfaction is the state of mind that customers have about a company when their expectations have been met or exceeded over the lifetime of the product or service. The achievement of customer satisfaction leads to company loyalty and product purchase. (2) File and Prince (1992)and Richens (1983)satisfied customers are also likely to tell others of their favourable experiences and thus engage in positive word of mouth advertising. Satisfied customers .on the other hand, are likely to switch brands and engage in negative word of mouth advertising. (3)

It is generally accepted that customer satisfaction is often closely associated with the measurement of quality. Thus, both service quality and customer satisfaction share a close relationship, though they are normally conceptualise as unique (or separate) constructs. AndersonandSullivan,(1993),LevesqueandMcDougall,(1996)BitnerandHubbert,(1994 ),Cronin and Taylor(1992),Patterson and Johnson ,(1993),Taylor and Basker,(1994).
(4)

Customer satisfaction is an important theoretical as well as practical issue for most marketers and customer researches. Customer satisfaction is a major outcome of marketing activity whereby it serves as a link with various stages of consumer buying behaviour. For instance, if customers are satisfied with a particular service offering after its use, then they are likely to engage repeat purchase and try line extensions Churchill and Suprenant, (1982),Moutinho and Goode, (1995); Naser et al., (1999) Piercy, (1994).(5) The Kano et al. (1996) model of customer satisfaction classifies product attributes based on how they are perceived by customers and their effect on customer satisfaction. According to the model, there are three types of product attributes that fulfil customer satisfaction to a different degree: (1) basic or expected attributes, (2) performance or spoken attributes, and (3)surprise and delight attributes. A competitive product meets basic expected attributes, maximises performances attributes, and includes as many excitement attributes as financially feasible. In the model, the customer strives to move away from having unfulfilled requirements and being dissatisfied.(6) When evaluating service alternatives before purchase, consumers seek and rely more on information from personal sources than from non-personal sources

(advertising),which is the case with product.Thus,an external stimulus is not so often the marketer, but can be a family member, a neighbour, or a friend .Murray and Schalacter(1990).(7) Customer satisfaction brings many benefits as satisfied customers are not very price sensitive, buy additional products, are less influenced by competitors and stay loyal longer. Both of them stated that customer satisfaction has been deemed directly to

affect customer retention and companies market share. Rust (1995). (8)

and Subramanian

Parasuraman et al. (1985; 1988) initially described five dimensions of service quality: reliability, tangibles, responsiveness, assurance and empathy. Parasuraman et al. (1991) argued that reliability was mainly concerned with the outcome of service whereas tangibles, responsiveness, assurance and empathy were concerned with the service of delivery process. The customers not only judge the accuracy and dependability (i.e., reliability) of the delivered. Customer satisfaction can thus be based not only on the judgement of customers towards the reliability of the delivered service but also on customers experiences with the service delivery process.(9) Gordon pamele (1993) conducted a study named customer satisfaction research (CSR), which reveals that customers are a component of quality programs. In the process, managers are finding that customer satisfaction research helps a company to improve business and stay on top of issues.(10) Philip Kotler (2001) says whether the buyer is satisfied after purchase depends on the offers performance in relation to the buyers expectation. In general, Satisfaction is a persons feeling or pleasure or disappointment resulting from a company a products perceived performance or outcome in relation to his or her expectations. If the performance matches the expectations, the customer is satisfied.(11) Satisfaction is believed to strengthen beliefs and attitudes whereas dissatisfaction may create negative beliefs and attitude towards the object. A revised attitude appears as a result of satisfaction or dissatisfaction with the experience. The result would be an increase or decrease in the likelihood of repeat business for the investment. Moreover, the intensity of an attitude may influence the level of satisfaction with an object. In other words, if the attitude is positive, satisfaction results. Similarly, dissatisfaction is expected when the attitude is negative. Assael, (1997); Mayo and Jarvis (1981); Moutinho, (1987)(12) Services are based on the interactions of service provider employees with customers and therefore, customers satisfaction with service is more influenced by moods and emotions than in case of purchasing a product. This issue is confirmed by a number of researchers who criticise models for being too pragmatic and depicting customers as

totally rational beings. It is suggested that the model should allow for non-rational consumer behaviour and to include data from qualitative studies, which focus on emotional and psychological determinants of human behaviour. Rassuli and Harrell (1990), Lofman (1991)(13) The customer Company relationship is based on continuum wherein both alwaysa-shareandlost-for-good relationships occupy the two extremes of the continuum. In an always-a-share relationship, transactions are arms-length and discreet. Customers are valuable and at the same time, replaceable. On the other hand, in a lost-for-good relationship, the probability that the customer will purchase again from the same company is extremely low when the customer decides to terminate the use of a product due to product defects or problems with these problems the performance of the business are being affected negatively. Jacobs, Latham, &Lee, (1998) (14) The customers subjective evaluation of a consumption experience based on some relationship between the customers perceptions and objective attributes of the product. Thus, customer satisfaction is treated as an abstract and theoretical phenomenon, it can be measured as a weighted average of multiple indicators Klaus (1985).(15) Satisfaction can be defined as an attitude-like judgement following a purchase act or series of consumer-product interactions. Most studies are based on the theory that the confirmation or disconfirmation of pre-consumption product standards is the essential determinants of satisfaction. So, in a service context, the model argues that customers have certain service standards in mind prior to consumption (their expectations), Conserve service performance and compare it with their standards, and then form satisfaction judgements based on this comparison .The resulting judgement is labelled negative disconfirmation if the service is worse than expected, which results in customer dissatisfaction and may lead to negative word of mouth publicity and or customer defection. In contrast positive disconfirmation exists if service is better than expected, herby resulting in customer satisfaction, positive word of mouth publicity and customer retention. A simple confirmation occurs if service is as expected. When there is substantial positive disconfirmation plus pleasure and an element of surprise, then customers are likely to be delighted Lovelock,(2001)(16)

References
1. Fredrick K.Reichheld,J.E.Slaughter,E.F.Sinhar and S.Highhouse,Decoy

Effects and attribute-level inferences, Journal of Applied psychology,Vol no:10,Pp:61-80 2. Kevin Cacioppo (2008), Measuring Customer Satisfaction,

http://EzineArticles.com/ expert = Andy-Mann. 3. File and Prince (1992) Richens(1983),Customer Satisfaction

http://EzineArticles.com/ expert=Ryan Carlson 4. Anderson and Sullivan(1993),Levesque and McDougall,(1996)Bitner and Hubert,(1994);Cronin and Taylor,(1992);Patterson and Johnson,(1993);Taylor and Baker ,(1994),Customer Satisfaction Why it is important and how to improve it. http://EzineArticles.com/expert=Ron-G-Maier 5. Churchill and Suprenant,(1982);Moutinho and Goode,(1995);Naser et al.,(1999),Piercy,(1994)Best Business Promotion Tactic That Ensures customer satisfaction, http://EzineArticles.com/expert=Ann-Y 6. Kano, N., Seraku, et.al. (1996).Must be Quality and attractive quality.The Best on Quality, Journal of Consumer Behaviour, Vol no: 7, p: 165. 7. Murray, K.and J.Schlacter (1990).The impact of services versus goods on consumersassessement of perceived risk and variability.Journal of the Academy of Marketing Science,Vol No:18(1),Pp:250-259 8. Rust and Subramanian (1995),consumer behaviour-text and cases, 6th edition, Excel books, New Delhi, 2005. 9. Parasuraman et al.(1985;1988), Integrated Advertising ,Promotion and Marketing http://EzineArticles.com/expert=Gareth-Parkin 10. Mr. Gordon Pamele(2004),Marketing Science 7th edition, Tata McGraw-Hill Publishing Company Limited, Pp-180 11. Philips Kotler (2001), Marketing Management (Analysis planning and control), 9th edition p-3, Prentice Hall of Indian Pvt.Ltd., New Delhi. 12. Assael,(1987);Mayo Jarvis,(1981);Oliver,(1981);Moutinho,(1987),Fundamentals of and Modern

Marketing,P-6,Tata McGraw-hill Publishing Company Limited, New Delhi

13. Rassuli, K, M and G.D.Harrel (1990),A new perspective on choice.Journal on advances in consumer research,Vol no:17,PP:737-744 14. Jacobs,latham,&Lee,(1998), http://EzineArticles.com/ expert = J.R Doc Ogden 15. Klaus(1985),Fundamentals of Modern Marketing,14th edition ,Tata McGrawHill Publishing Company Limited,p-5 16. Lovelock,(2001)Journal of Business Ethics,2003Looking at consumer behaviour in a moral perspective Johannes Brinkman Business,Vol no:10,pp:61-80 Contemporarymarketing

CHAPTER III RESEARCH METHODOLOGY

The Webster Dictionary proposes a very exclusive definition of research as A critical inquiry or examination seeking facts, diligent investigation in order to ascertain something. Methodology is simply a systematic planned way of doing things to achieve the desired result. Thus, Research Methodology is a way doing things to achieve the desired result. Research is an original contribution to the existing stock of knowledge making for its advancement. It is the pursuit of truth with the help of study, observation, comparison and experiment. In short, the search for knowledge through objective and systematic method of finding solution to a problem is research. A research method refers to the methods the researchers use in performing research operations. Research methodology is a way to systematically solve the research problem by not only the research methods are considered but also the logic behind the methods used in the context of the research study and explanations are given on why a particular technique is used. 3.1 RESEARCH DESIGN The research design that is adopted in this study is descriptive design. Descriptive research is used to obtain information concerning the current status of the phenomena to describe, What exists with respect to variables or conditions in a situation. It is undertaken to ascertain and describe the characteristics of the variables of interest in a situation. A clear statement of the decision problem, specific research objectives and detailed information needs effective descriptive research. As this project throws light on underlying attributes that helps to analyze the satisfaction of customers the study adopted was descriptive. SOURCES OF DATA: Data were collected through both primary and secondary data sources. Primary data was collected through schedule from 100 customers of Lotus TVS personal contact at the service station was the method of collecting data.

SCHEDULED DESIGN: The scheduled was structured to collect information on the satisfaction level of customers across the contact points. SECONDARY DATA Secondary data consist of information that already exists somewhere, that have been collected. The secondary data comprises of information collected from secondary sources such as the observations of the company, articles from internet, journals, books etc. These data support the primary data collected through the survey.

SAMPLING DESIGN POPULATION:

The objective of the study is to analyze the customer satisfaction towards Lotus TVS, hence all Individuals who purchased the vehicle from LOTUS TVS were taken into account. The sampling technique adopted for the project is non-probabilistic convenient sampling as the customers do not have an equal probability of them getting sampled for the study. The sample size for the project is 100 who were the customers who have purchased vehicles. 3.4 STATISTICAL TOOLS The statistical tool used for this analysis is simple percentage analysis and mean score value for internal scale. The score given for interval scale used to measure the satisfaction level HIGHLY SATISFIED SATISFIED NEUTRAL DISSATISFIED HIGHLY DISSATISFIED - 5 - 4 - 3 - 2 -1

TVS lotus need to sustain its services in the area of registration, free services, delivery of time after service, friendly response and improve its services in the area low cost maintains. The researcher has given suggestion to agency to understand the requirements of the customers needs and to analyze the customer behaviour in Lotus TVS, Erode.

CHAPTER IV ANALYSIS AND INTERPRETATION Analysis means the computation of certain indices or measures along with searching for patterns of relationship that exist among the data groups. Analysis practically in case of survey or experimental study, involves estimating the values of unknown parameters of the population and testing using statistical tools for drawing inferences. Interpretation refers to the task of drawing inferences from the collected facts after an analytical and experimental. Thus interpretation is the device through which the factors that seem to essential to explain what has been absorbed by researcher in the course of study can be better understood and it also provides a theoretical conception which can serve as a guide for further researches. Interpretation is essential for the simple reason that the usefulness and the utility of research findings lie in proper interpretation. The researcher has done an analysis and has interpreted the results from such analysis in an efficient manner. The Research Instrument has been used in an appropriate manner for the analysis. All such interpreted results are derived from the analysis of the data collected. The researcher has used tool for the analysis, Percentage Analysis and Mean Score Value to analysis the data.

PROFILE OF THE CUSTOMER: Profile of the customers of TVS is analysed to segment them and then the results are presented below. OCCUPATION Occupation refers to the activities and tasks that a person do in managing his or her daily lives, grouped together in some meaningful way so that the persons can carry out their life-roles. Occupation plays a major role in making the people to opt for quality products according to their respective professional portfolio. Analysis of the occupation status of the customers helps in understanding the buyer preference. The occupational profile is as follows: TABLE NO: 1 Occupation Business Salaried Corporate Others Total Frequency 42 28 11 19 100 OCCUPATION Percentage 42 28 11 19 100

It is clear from the above table that nearly 42% percent of the customers are business people and 28% of customers get monthly salary which indicates that most of the vehicles areused by them for the business purposes. A small portion is covered by Corporate i.e., 11% and others contribute 19%. Occupation determines the usage of the vehicle level also. Most commonly when compare to salaried people and corporate people business people are highly in use.

CHART NO: 1 OCCUPATION

45 40 35 30

42

28

PERCENTAGE

25 19 20 15 10 5 0 Business Salaried Corporate Others OCCUPATION 11

INCOME Monthly income is an important factor, as the buying capacity depends on the monthly income of the people. Lotus TVS focuses on all class of customers. Even for the low income group people the agency is arranging financial credit. According to the case of Lotus TVS they provide physical size of the machine as well as the engine power which suits the customer in an affordable manner. So, this factor is assessed to determine the income level in which most customer fall under. Generally, higher the income higher is the interest towards investing and also purchasing. The table below segregates the respondents based on their income. The income profile of the customers is presented below: TABLE NO: 2 INCOME Income Below 10000 10000-30000 Above30000 Total Frequency 16 42 42 100 Percentage 16 42 42 100

From the above table it is inferred that 42% of customer of LOTUS TVS are earning more than Rs.10000 and less than Rs.30000 and 42% of the customers belong to the income group of above Rs.30000 while 16% of customer of LOTUS TVS are earning below Rs.10000.Since Lotus TVS bikes comes under the range of low to high cost it is being accepted among the customer.

CHART NO: 2 INCOME

45 40 35 30 PERCENTAGE 25 20 15 10 5 0 Below 10000 16

42

42

10000-30000 INCOME

Above30000

AGE Age play a vital role in every circumstance. It indicates the level of maturity. Age of the employee is an important factor, which influence his or her attitude towards the work and response to the task allotted, which influences the performance of an individual. Hence, the profile of age is analysed and presented below. TABLE NO: 3 AGE AGE Frequency 15 51 19 15 100 Percentage 15 51 19 15 100

18-25 26-30 31-40 Above 40 Total

From the above table it is inferred that 51% of the respondents are using LOTUS TVS are under the age group of 26-30. The respondents under this age group prefer to buy two wheelers rather than four wheelers.15% of the respondents are under the age group of 18-25. Other age customers prefer buy either cycle or car.

CHART NO:3 AGE

60 51 50 40 30 19 15 15 20 10 0

PERCENTAGE

18-25

26-30 AGE

31-40

above 40

GENDER The gender of the respondent play an important role in identifying the performance of behaviours, expectations, roles, representations. The table shows classification on the basis of gender. TABLENO:4 GENDER Sex Male Female Total Frequency 75 25 100 Percentage 75 25 100

The above table shows there 75% of the respondents are male and rest of the respondents are female. It can be deduced that most of the customers who visit the retail are men. Male as the products death by them are TVS Apache, TVS Centra , TVS Flame ,TVS Jive, TVS Star city. Women too are their customer as they also sell Scooty teenz, Scooty Streak, Scooty Pep+, TVS wego.

TABLENO:4 GENDER

75 80 70

PERCENTAGE

60 50 40 30 20 10 0 25

Male SEX

Female

AWARENESS Awareness is the building block, because sales are built on it, customers are retained and profits are increased because of awareness. It shows about the presence of the particular agency and also gives the information about the product details. TABLE NO: 5 AWARENESS

Awareness Social Responsibilities Mileage Price Engine Style Break System Status Technology Used Recognitions Awards TOTAL

YES 52 94 86 74 36 56 80 38 100

NO 48 6 14 26 64 44 20 62 100

From the above table, it is interpreted that awareness are created through the advertisement given by TVS company. Customer know more about mileage , technology used and engine style rather than that social responsibilities, break system , status as they are not shown in the advertisement. It shows that through the advertisement TVS bikes have lot of touch points which attracts the customers, through which TVS can gain its market share.

CHART NO: 5 AWARENESS

YES 94 86

NO

80 74 64 52 56 48 36 26 20 14 6 44 38 62

FEATURES OF BIKES While making purchase decision, customers have some expectation from the vehicle. Satisfaction is the term used to measure the pleasure enjoyed by the customers in the vehicle. In case of Lotus TVS brand preference matters as it represents their customer loyalty ratio. The following tables give the information about customers expectation and some features. TABLE NO: 6 FEATURES OF BIKES Highly satisfied 15 21 26 21 16 30 6 20 0 23 13 9 19 15 Highly Satisfied Neutral Dissatisfied Dissatisfied 59 21 5 0 62 13 4 0 45 26 3 0 54 25 0 0 73 8 3 0 59 11 0 0 91 3 0 0 55 22 3 0 27 65 8 0 18 44 15 0 65 22 0 0 23 51 27 0 53 28 0 0 68 14 0 0

Features of bikes Design and cost of prd Variety Choice of color Engine Capacity Mileage Fuel tank capacity Availability of spare parts Additional fittings Resale value &facilities Exchange offers Service details Tyre mileage Quality Trust Over all MSV

MSV 3.94 4.13 3.94 3.96 4.02 4.19 4.03 3.92 3.27 3.49 3.91 3.44 3.97 3.92 3.87

From the above table it is inferred that, half of the respondents are satisfied with design and cost of TVS bikes. Next to that variety, choice of color and mileage, trust and spare parts availability are the features of bikes that have led to highly satisfied with these. Other than these features, service details, exchange offer engine capacity come under the neutral level. Respondents feel that they are highly satisfied

with the variety of bikes in LOTUS TVS and they are highly dissatisfied with the tyre mileage and exchange offer. CHART NO: 7 FEATURES OF BIKES

120

100

80 PERCENTAGE

60 Highly satisfied 40 Satisfied 20 Netural Dissatisfied HighlyDissatisfied

MODE OF PURCHASE Mode of purchase depends upon the income level of the respondents. For the convenience of the customers the agency is arranging financial credit through banks and local financial institutions. The mode of purchase by the customer is presented below, TABLENO: 8 MODE OF PURCHASE

Mode of purchase Loan and Finance Ready Cash TOTAL

Frequency 30 70 100

Percentage 30 70 100

From the above table it shows that mode of purchase are mainly done through ready cash payment and only 30% respondent are purchase through bank loans and finance through Lotus TVS and others. Customer can purchase easily through financial institution in various mode like loans, banks and other financial agency also. Since various options are available for finance in Lotus TVS customer are attracted more. This improves the level of customer satisfaction.

CHART NO: 8 MODE OF PURCHASE

70

70 60 50 percentage 40 30 20 10 0 yes Mode of purchase no 30

STORE ATTRIBUTES
Store attributes tells about sales people technical knowledge and showroom facilities and ambience. This factor is analysed to evaluate what position the show room has gained in customer minds so that they may put forward a recommendation. Store attributes not only understand the customer mind as well as the proper working

condition, person present in a show room , way of approach and other expectation are even considered in this part. It tells about the physical facilities like drinking water, waiting room, cleanliness. The satisfaction level across the features of show room touch points are:

TABLE NO: 9 Satisfaction level of Store Attributes

Highly satisfied 53 57 49 25 20 37 41 17 10 9 47 29 18 Highly Dissatisfied 0 0 0 0 0 0 0 0 0 0 0 0 0

STORE ATTRIBUTES Friendly Effective response Clarity in explanation Technically competence Clarity in financial terms Cleanliness & Neatness Reliable Sufficient parking facility Fair price Good ambience Highly quality Sociallyrecognized showroom Ease of shopping Over all MSV

Satisfied 42 39 39 60 61 59 47 51 65 81 22 40 70

Neutral 3 2 6 13 19 4 12 32 25 10 19 31 12

Dissatisfied 2 2 6 1 0 0 0 0 0 0 12 0 0

MSV 4.46 4.51 4.31 4.06 4.01 4.33 4.29 3.85 3.85 3.99 4.04 3.98 4.06 4.13

From the above table, level of satisfaction in store attributes is based on both store appearance and knowledge of people who are working in the store. Over all MSV ie., Mean score value is 4.13. According to MSV the satisfaction level is high effective response and cleanliness and neatness are across where as reliable, sufficient parking facility are not up to the satisfaction level. Store attributes have great influence as a touch point. Show room facility and its process help the agent to promote the market in large extend in the customer mind. To improve the satisfaction

level at the touch point stores-TVS Louts need to improve the social reputation improve sufficient parking facilities and provide fair price for its services. CHART NO: 9 STORE ATTRIBUTES

90 80 70 60 50 40 30 20 10 0 Highly satisfied Satisfied Netural Dissatisfied HighlyDissatisfied

DELIVERY PROCESS: Delivery is the next contact point which can delight a customer. The delivery process, proper documentation and checking condition are considered important by any customers. TABLE NO: 10 DELIVERY PROCESS
Highly Delivery process Explanations are clear Checkinvoice&engine chase no Service book Ease of financial documents Ease of purchase documents Gifts Check all conditions Over all MSV 44 3 44 25 12 33 31 34 23 0 51 0 0 0 0 4.13 2.67 4.21 3.89 3 49 48 0 0 3.55 16 48 73 44 8 8 3 0 0 0 4.02 4.4 satisfied 51 Satisfied 26 Neutral 23 Dissatisfied 0 Highly Dissatisfied 0 Msv 4.28

From the above table, it is clear that customers are satisfied with explanation given during the delivery process is (4.25) service booking (4.4) invoice and engine chase no check. Documentation for purchase and finance are comparatively satisfaction. While delivering the TVS products customers expected more complements which can be considered for satisfaction level. Explanations given during delivery influence satisfaction to a greater extent while gifts provided to a less extent. Its through the delivery process where the customers are contact and the products are delivered customers can be satisfied lotus TVS should ensure on time

delivery and also include a right type of product. Delivery process of Lotus TVS is good so that customer satisfaction level considerably high. CHART NO: 11 DELIVERY PROCESS

80 70 60 51 PERCENTAGE 50 40

73

48 44

49 48 44 31

51 44 34 33 23 12 Highly satisfied Satisfied Netural Dissatisfied 0 00 HighlyDissatisfied

30 20 10

26 23 16 8 00 3 0 8 00 3 00

25

00

AFTER SALES SERVICE After sales service is the importance given by the company to the customer for the purchased products. After sales services show the extended relationship with customers. In the case of Lotus TVS, this factors is vital because it gives equal importance to the customers perception . After sales service deals with the degree of willingness with which a seller deals with question or complaint, action taken.

Customers visit the agency to service their vehicle and for any other clarification. The agency has to serve them properly. The following table shows the customers opinion on the after sales services TABLE NO: 11 SATISFACTION LEVEL OF AFTER SALES SERVICE

AFTER SALES SERVICES Registration Insurance Free services Call contacts Notification of regular services Delivery of time after services Feedback form Low cost maintained Over all MSV

Highly satisfied 67 56 61 42 83 18 13 5

Satisfied 28 40 30 22 13 79 84 32

Neutral 5 4 9 36 4 3 3 50

Dissatisfied 0 0 0 0 0 0 0 13

Highly Dissatisfied 0 0 0 0 0 0 0 0

MSV 4.62 4.52 4.52 4.06 4.79 4.15 4.1 3.29 4.25

From the above table , registration, insurance, free service and call contacts belong to the highly satisfied level .the customer are delighted with notification of regular services, delivery time of after sales service and feedback. While the satisfaction is highly with registration and free service. While considering low cost

maintenance, the level of satisfaction is in neutral position and it also shows that dissatisfaction level is high in this factor. CHART NO: 12 AFTER SALES SERVICE

90 80 70 60 50 40 30 20 10 0 5 00 4 00 28 67 56 40 30 22 9 00 00 61

83

79

84

50 42 36 18 00 3 00 32

13 4

13 3 00 5

13 0

PURCHASE PROCESS: The customers come in touch with the related at the point of such purchase of any asset customer has to consider certain activities and features of the product, facilities of the show room, process time and mandatory documents needed for verification. The related point provide conducive climate for the purchase process. Hence the satisfaction across the various point of sales activities is collective and perspective manner . TABLE NO: 13 PURCHASE PROCESS: PURCHASE PROCESS Highly Highly MSV satisfied Satisfied Neutral Dissatisfied Dissatisfied 3.48 Booking time 6 40 50 4 0 3.52 Lead time 16 22 60 2 0 4.66 Test drive 66 14 20 10 0 3.61 Delivery process 11 39 50 0 0 4.02 Finance 18 66 16 0 0 4.04 Insurance 10 84 6 0 0 Showroom 4.13 facilities 50 13 37 0 0 Transparent 3.71 documentation 22 30 45 3 0 3.8967 Overall MSV

From the above table it is clear that the satisfaction level of purchase process is highly influential. While considering booking time and lead time level of satisfaction lies in between highly satisfied and highly dissatisfied. Test drive and showroom facilities come under highly satisfied level. For finance and insurance customer are in highly satisfied level. Transparent documents are in neither highly satisfied nor dissatisfied and they come under neutral level. According to Mean score value Respondents feel that show room facilities are very important while booking time is of less importance.

CHART NO: 13 PURCHASE PROCESS

90 80 70 60 50 40 30 20 10 0

84 66 50 39 22 16 6 4 0 20 20 14 10 0 18 16 00 00 66 50 37 30 22 10 13 6 00 00 30 45

60 50 40

PERCENTAGE

11

FINDINGS: PROFILE OF THE CUSTOMERS:

Occupation Age Income Gender Mode of purchase Salaried people 26-30 10000-30000 Male Cash 42% 51 % 42% 75% 70%

Factors Awareness

DELIGHT Mileage (94%) Price(86% technology used (80%) Variety (4.13) Fuel capacity(4.19) Cleanliness &Neatness(4.33) Friendly(4.46) Effective response (4.51) Test drive(4.66) Showroom facility(4.13)

SATISFACTION Engine style (74%) Status(56%) Mileage(4.02) Availability(4.03) Technically competence(4.01) highly quality(4.04) Ease of shopping(4.06) Insurance(4.02) Finance(4.04)

DISSATISFACTION Break system (36%) Social responsibility (52%) Recognitions award (38%) Exchange offer(3.49) Engine capacity(3.96) Resale value &facilities(3.27) Good ambience(3.99) Fair price(3.85) Sufficient parking facility(3.85) Lead time & booking time(3.5) Transparent documentation(3.71) Delivery process(3.61) Gift(2.67) Ease of financial documents(3.55)

Features of bikes Store attributes

Purchase process

Delivery process

Invoice &Engine chase no(4.02) Service booking(4.4) Registration(4.62) Notification of regular service(4.79) Free service(4.52) Call contacts(4.06) Feedback form(4.1)

After sales service

Low cost maintenances(3.29)

SUGGESTION

Factors Awareness

SUSTAIN Mileage Price Technology used Variety Fuel capacity Cleanliness &Neatness Friendly Effective response Test drive Showroom facilities Invoice &Engine chase no Service booking Registration Notification of regular service Free service

BUILD Engine style Status Mileage Availability Technically competence highly quality Ease of shopping Insurance Finance

IMPROVE Break system Social responsibility Recognitions award Exchange offer Engine capacity Resale value &facilities Good ambience Fair price Sufficient parking facility

Features of bikes Store attributes

Purchase process

Lead time & booking time Transparent documentation Delivery process Gift Ease of financial documents

Delivery process After sales service

Call contacts Feedback form

Low cost maintenances

CONCLUSION
A project on CUSTOMER SATISFACTION TOWARDS LOTUS TVS IN ERODE DISTRICT aimed to analyse the customer satisfaction. It is more positively correlated with customer needs. The project discusses about the customer needs and expectation from the company with the factors influencing like price, quality, availability, variety ,style ,mileage, resale value etc. The analysis the research has carried out using percentage and mean score value analysis. Through this researcher helped the company to know more about their customer satisfaction aspects. In todays competitive business environment, the ability to meet and exceed customers expectations is a key determinant of customer satisfaction, it has a direct and positive impact on the economic viability of any business organization. Thus, the company strives to meet and exceed visitor expectation in every aspects. Based on the analysis, the researcher has arrived at few findings that the company should concentrate on the promotion area. For improving the satisfaction level in the organisation, the researcher provided with some suggestion that can ensure better results.

BOOKS: KOTHGARI C.R Research methodology methods and techniques, New age international(p)ltd,2005,pp.113 Boyd,Westfall , Stasch , Marketing research,7th Edition1998 . the marketing research process, p.63-17,311-465. David A. Aaker, V. Kumar, George S Day 2010- marketing research - 728 pages says about CUSTOMER SATISFACTION. Marketing ambulatory care services - Page 171, William J. Winston - 1985 - 209 pages Handbook of Marketing Scales: Multi-Item Measures for Marketing ... Page 574 Harry Alcide Smith, Stephen Joel Coons - 1992 - 368 pages Consumer behaviour: applications in marketing - Page vii Robert East, Malcolm Wright, Marc Vanhuele - 2008 - 334 pages

JOURNALS Journal of Small Business and Entrepreneurship - Spring 1996 - Page 93 Vol.13,No.1-94 pg New Scientist - 3 Oct 1985 - Page 74 Vol. 108, No. 1476 - 90 pages Magazin Beard, Jacob G. and Ragheb, Mounir G. (1980), "Measuring Leisure Satisfaction, " Journal of Leisure Research, 12 (1), 20-33. Chon, Khe Sung (1990), "Traveler Destination Image Modification Process and its Marketing Implications," in ... Journal of services marketing: Cultural perspectives on services ...: Volume 19, Issue 3 - Page 141 Michael La Roche - 2005 - 57 pages, MARKETING BEHAVIOUR. Sales William O. Bearden, Kelly L. Haws, Richard G. Netemeyer - 2010 - 624 pages Force anagement (Sie) 9E - Page 511 Marketing pharmaceutical services: patron loyalty, satisfaction, ...

Websites:
en.wikipedia.org/wiki/Customer_satisfaction - Cached - Similar blogs.sitepoint.com/satisfaction-7-steps/ - United States - Cached www.customersatisfaction.com/ - Cached - Similar www.scribd.com/.../COMPARATIVE-STUDY-OF-CUSTOMER-SATISFACTIONTOWARD-PERFORMANCE-OF-HERO-HONDA-... - Cached articles.marketinglinkcentral.com/...customer-satisfaction-toward...bikes/.../05/ Cached www.gaadi.com/.../questionnair-of-customer-satisfaction-towards-pulsar-bike Cached -

Customer satisfaction towards dealership of Lotus Tvs[Erode district]

Name ________________________________________ Occupation

a.Business b. Salaried c. Corporate

Income a. below 10000 b. 10000-30000 Age Group 18-25 26-30 31-40 Above 40 Sex a) Male b) Female c. above 30000

d. Others

From the advertisement are you aware of the following features of tvs?

References Social responsibility Mileage Price Engine style Break system Status Technology used

Responces YES/NO

Recognitions awards

State the level of satisfaction for the following features of TVS bikes.

Features Design and cost of product Variety Choice of color Engine capacity

Highly satisfied

Satisfied

Neutral

Dissatisfied Highly dissatisfied

Fuel tank capacity Availability of spare parts Additional fittings Resale value& facilities Exchange offers Service details Tyre mileage Quality Trust

Did you take finance for your vehicle? Yes/no If yes, did lotus tvs executives give clear explanations regarding finance documents? Yes/no

How would you rate the store attributes. Store attributes Strongly agree Agree Neutral Disagree Strongly Disagree

1. SALES PEOPLE Friendly Effective response Clarity in explanation Technically competence Clarity in financial terms 2.SHOW ROOM Cleanliness & Neatness Reliable Sufficient Parking Facility Fair Price Good Ambience High Quality Socially Recognized show room Ease of Shopping Are you satisfied with the following delivery process of lotus TVS bikes? Delivery process Explanations are clear Check invoice & engine chase no Service book Ease of Financial documents Ease of Purchase documents Gifts Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

Check all conditions

Are you satisfied with the following factors after the sale of lotus TVS bikes?

Factors Registration Insurance Free services Call contacts Notification of regular service Delivery on time after services Feedback form Low cost maintained

Highly satisfied

Satisfied Neutral

Dissatisfied Highly dissatisfied

Are satisfied with following process of lotus TVS bikes? SUPPORTING PROCESS

PURCHASE Highly PROCESS satisfied Booking time &lead time Test drive Delivery process Finance & insurance Show room facilities Transparent Documents

satisfied

Neutral

Dissatisfied

Highly dissatisfied