SUMMER TRAINING REPORT SUBMITTED TOWARDS THE PARTIAL FULFILLMENT OF POST GRADUATE DEGREE IN INTERNATIONAL BUSINESS SUBMITTED BY:

AMIT KRISHNA
Roll No. : A1802007C06

INDUSTRY GUIDE FACULTY GUIDE Mr. RANVIJAY KANT Mr. NISHANT KUMAR RAI Marketing Manager Tata Motors, Jamshedpur.

REVIEW OF CUSTOMER SATISFACTION AT THE SERVICE STATION OF TATA MOTORS

1

AMITY INTERNATIONAL BUSINESS SCHOOL NOIDA

AMITY UNIVERSITY UTTAR PRADESH

TO WHOM IT MAY CONCERN This is to certify that DUBBHI CHOUDHARY, a student of Amity International Business School, Noida, undertook a project on REVIEW OF CUSTOMER SATISFACTION AT THE SERVICE STATION OF TATA MOTORS at MITHILA MOTORS JAMSHEDPUR from 8/5/2008 to 8/7/2008. Mr.AJIT KUMAR has successfully completed the project under the guidance of Mr. RAVI KANT. He is a sincere and hard-working student with pleasant manners. We wish all success in him future endeavours. Signature with date RAVI KANT MARKETING MANAGER TATA MOTORS, JAMSHEDPUR

CERTIFICATE OF ORIGIN
This is to certify that Mr. Dubbhi Choudhary, a student of Post Graduate Degree in MBA IB (2007-09), Amity International Business School, Noida has worked in the USAGE OF SPECIAL SKILL AND TOOLS IN MARKETING FOR BETTER EFFICIENCY OF PRODUCT AND CUSTOMER SATISFACTION REVIEW, under the able guidance and supervision of Mr. Ranvijay Kant, Marketing Manager, Mithila Motors, Jamshedpur. The period for which he/ she was on training was for 8 weeks, starting from 8/5/2008 to 8/7/2008. This Summer Internship report has the requisite standard for the partial fulfillment the Post Graduate Degree in International Business. To the best of our knowledge no part of this report has been reproduced from any other report and the contents are based on original research.

Signature Signature NISHANT K. RAI DUBBHI CHOUDHARY

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AMITY INTERNATIONAL BUSINESS SCHOOL NOIDA

AMITY UNIVERSITY UTTAR PRADESH

TO WHOM IT MAY CONCERN

This is to certify that DUBBHI CHOUDHARY, a student of Amity International Business School, Noida, undertook a project on REVIEW OF
CUSTOMER SATISFACTION AT THE SERVICE STATION OF TATA MOTORS at MITHILA MOTORS

JAMSHEDPUR from 8/5/2008 to 8/7/2008. Mr.AJIT KUMAR has successfully completed the project under the guidance of Mr. RAVI KANT. He is a sincere and hard-working student with pleasant manners. We wish all success in him future endeavours.
Signature with date RAVI KANT MARKETING MANAGER TATA MOTORS, JAMSHEDPUR
2

CERTIFICATE OF ORIGIN
This is to certify that Mr. Dubbhi Choudhary, a student of Post Graduate Degree in MBA IB (2007-09), Amity International Business School, Noida has worked in the USAGE OF SPECIAL SKILL AND TOOLS IN MARKETING FOR BETTER EFFICIENCY OF PRODUCT AND CUSTOMER SATISFACTION REVIEW, under the able guidance and supervision of Mr. Ranvijay Kant, Marketing Manager, Mithila Motors, Jamshedpur. The period for which he/ she was on training was for 8 weeks, starting from 8/5/2008 to 8/7/2008. This Summer Internship report has the requisite standard for the partial fulfillment the Post Graduate Degree in International Business. To the best of our knowledge no part of this report has been reproduced from any other report and the contents are based on original research.

Signature Signature NISHANT K. RAI DUBBHI CHOUDHARY

4

ACKNOWLEDGEMENT
I express my sincere gratitude to my industry guide Mr. RANVIJAY KANT, Marketing Manager, Tata Motors, Jamshedpur for his able guidance, continuous support and cooperation throughout my project, without which the present work would not have been possible. I would also like to thank the entire team of Tata Motors, Jamshedpur, for the constant support and help in the successful completion of my project. Also, I am thankful to my faculty guide Prof.Mr. Nishant Kumar Rai of my institute, for his continued guidance and invaluable encouragement.

Signature DUBBHI CHOUDHARY5

TABLE OF CONTENTS
Chapter No. Subject Page No. Ch. 1.0 Executive Summary. 6 Ch. 2.0 Research Methodology 7-11
2.1

Primary Objective(s)
2.2

Hypothesis
2.3

Research Design
2.4

Sample Design 2.5 Scope of the Study

2.6

Limitations Ch. 3.0 Critical Review of Literature.. 12-13 Ch. 4.0 Company Profile. 14-26 4.1 Industry Profile 4.2 Swot Analysis Ch. 5.0

Data.. 27-28 5.1 Collection 5.2 Primary Data 5.3 Secondary Data Ch. 6.0 Findings & Analysis. 29-46 Ch. 7.0 Recommendations 47-49 Ch. 8.0 Bibliography. 50 Ch. 9.0 Annexure.. 51-58 9.1 Tables 9.2 Graphs Ch. 10.0 Case Study........................................ 59-66 Ch. 11.0 synopsis of the project.. 67
6

CHAPTER 1 EXECUTIVE SUMMARY

The automotive industry is at the centre of Indias new global dynamics. TATA MOTORS Commercial Vehicle Business Unit (CVBU) is a division of TATA MOTORS, having a TATA MOTORS product range covers Medium and heavy, light commercial vehicle, small commercial vehicle and buses. As the project title CUSTOMER SATISFACTION SURVEY Suggests that the project report is all about the technical and the commercial aspect of the company. While doing survey I realize that the things learnt from the books are quite different from the actual practice in field. The body of the project report takes a micro level approach, using each step of the marketing research process. The main source of analyzing the data is through questionnaires. A complete analysis has been done in research methodology part to find the advantages and disadvantages of the company. A complete Analysis of variance has been done to find the kind of satisfaction Tata Motors Service Stations provides to their Customers. The best part of this project report is the analysis and interpretation of the various services provided by Service Station. This part directly shows whether the customers are satisfied with the products and services of Tata Motors and criticizes the ill part of the company. At the last part I wrap up the project with suggestion and recommendations to enhance the future growth and prospects of the company. 7

TATA MOTER ,Customer satisfaction at service station

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