Marketing

A STUDY
ON
CUSTOMER SATISFACTION TOWARDS THE
TATA MOTOR SERVICE (FOUR WHEELER)
With reference to
M.G. BROTHERS (P) LTD.,
NELLORE.
Submitted to
SRI VENKATESWARA UNIVERSITY, TIRUPATI

In partially fulfillment of the requirement for the award of Degree
MASTER OF BUSINESS ADMINISTRATION
Submitted By
C.MAHESH
(Reg: No: 320998048)
Under the guidance of

Mr. .PRATAP, M.B.A.
DEPARTMENT OF BUSINESS ADMINISTRATION
RAMARAJA INSTITUTE OF TECHNOLOGY&SCIENCE

(Affiliated to S.V. University)
TIRUPATI– 517 501
2008 – 2010
DECLARATION
I here by declare that this dissertation of my project report

entitled “CUSTOMER SATISFACTION TOWARDS THE TATA
MOTOR SERVICE(FOUR WHEELER) IN M.G. BROTHERS (P)
LTD., NELLORE. This project has been submitted in partial
fulfillment of requirement for the award of degree of MASTER OF
BUSINESS ADMINISTRATION of Sri Venkateswara University,
Tirupati.
Place:
Date:
CHILAKAPATI.MAHESH
ACKNOWLEDGEMENT
I express my sincere thanks to Mr. GANGADHAR, Managing

Director of M.G. BROTHERS, NELLORE for giving me the opportunity
to under take this project work in this organization.
I wish to express my sincere thanks to Mrs. LAVANYA, H.O.D.,

M.B.A. for their encouragement.
I wish to express my deep sense of gratitude to my internal guide

Mrs. V.KALPANA, M.B.A. who has been source of inspiration to me.
He has given me valuable guidance and support to complete this project.
I am thankful to all the staff in M.G. BROTHERS, NELLORE.,

who rendered their co-operation to make this endeavor a great success.
CHILAKAPATI.MAHESH
C
ONTENTS
CHAPTER NO TITLE PAGE NO
I. INTRODUCTION
 Industry Profile
 Company Profile
 Product Profile
II. REVIEW OF LITERATURE
III. RESEARCH METHODOLOGY
 Need for the Study
 Objectives
 Research Design
 Sources of Data
 Sample Design
 Hypothesis
 Limitations
IV. DATA ANALYSIS & INTERPRETATION
V. FINDINGS, RECOMMENDATIONS
AND CONCLUSION
 Findings
 Recommendations
 Conclusion
ANNEXURE Bibliography
LIST OF TABLE
Table No. Title Page No.
1. The Vehicle that you previously used

2. What made you to buy this vehicle.
3. Are you satisfied about the explanation about the benefits / features/
warranty of the vehicle and the financial schemes and the delivery
procedure at the time of purchase
4. How is the reception at the time of enquiry by the sales personnel
5. It is ease of obtaining appointment i.e., are you satisfied with the
reception of the service advisor.
6. Are you satisfied with the time taken to open the job card (work
order).
7. How is the attitude of the service personnel ?
8. Are you satisfied with the facilities of the service station like
customer waiting room etc.,
9. Have you been informed about any other extra jobs required for
your vehicle that you are unaware?
10. Are the services being attended correctly to the relevant complaint ?
11. Are you satisfied with the solutions to all the problems reported by
you?
12. Are you satisfied with the quality of washing ?
13. Are you satisfied with the delivery made i.e., is the delivery made in
time as per the conditions desired by you from service station.
14. Are you satisfied with the explanation of job done and bill at the time
of delivery
15. Is the general appearance of the workshop satisfactory ?
16. Do you feel the labour and spare part charge reasonable
17. Are your receiving our service reminders regularly ?
18. Have you been informed about the next service schedule ?
19. Are you satisfied with the overall performance of the workshop.
LIST OF GRAPHS
Table No. Title Page No.
1. The Vehicle that you previously used

procedure at the time of purchase
4. How is the reception at the time of enquiry by the sales personnel
order).
you?
14. Are you satisfied with the explanation of job done and bill at the time
of delivery
16. Do you feel the labour and spare part charge reasonable
INTRODUCTION
The concept of the word “wheel” is not of recent origin. Right form the
days when man started his living, to this day where there is tremendous
technological improvement, the importance of “wheel” is growing at a greater
pace.
A growing economy, expanding cities and an increasing work load
demand time and resource management. Right from the executive to a collage
going student, there is a need for a set of wheels, which grant him/her easy
mobility not only, which is efficient and reliable but also affordable.
A four-wheeler is and affordable solution that will grant good mobility.
To satisfy the needs of the consume, a large number of companies have come
up with a good number of vehicle. In this aspect it is rather essential for any
buyer to know the finer parts, which give4s a good look, the performance, the
driving, handling, reliability, and above all, the affordability of a particular
vehicle, before he owns it. Most manufactures have understood this, and
therefore developed different kinks of cars.

As there are different kinds of consumers existing in each market for
every product, there is a need produce a wide range of products to satisfy all
these customers.
This classification was made on the grounds of better mileage, oil
consumption, pollution factors etc.
As we all know, for any organization to survive, in this highly
competitive world. It should take cadre of customers who are the backbone of
it. To make its services available to everyone Tata moters also have so many
dealers in various places. It is offering its valuable services to the people of
Nellore district through one of its dealers M.G. Brothers. Hence we felt the
need of knowing about “Customer satisfaction” on the products of Tata moters
and the services of M.G. Brothers, in our study.

INDUSTRY PROFILE
The automobile as we know it was not invented in a single day by a
single inventor. The history of the automobile reflects an evolution that took
place worldwide. It is estimated that over 100,000 patents created the modern
automobile. However, we can point to the many first that occurred along the
way. Starting with the first theoretical plans for a motor vehicle that had been
drawn up by both Leonardo da Vinci and Isaac Newton.
In 1769, the very first self-propelled road vehicle was a military tractor
invented by French engineer and mechanic, Nicolas joseph Cugnot (1725 –
1804). Cugnot used a steam engine to power his instructions at the paris
Arsenal by mechanic Brezin. It was used by the French Army to haul artillery
at a whopping speed of 2 ½ mph on only three wheels. The vehicle has to stop
every ten to fifteen minutes to build up steam power. The steam engine and
boiler were separate form the rest of the vehicle and placed in the front. The
following year (1770), Cugnot built a steam-powered tricycle carried four
passengers.
In 1771, Cugnot drove one of his road vehicles into a stone wall, making
Cugnot the first person to get into a motor vehicle accident. This was the
beginning of bad luck for the inventor. After one of Cugnot’s patrons died and
the other was exiled, the money for Cugnot’s road vehicle experiments ended
Steam engines powered cars by brining fuel that heated water in a
boiler, creating steam that expanded and pushed pistons that turned the
crankshaft, which then turned the wheels. During the early history of self-
propelled vehicles-both road and railroad vehicles were being developed with
steam engines. (Cugnot also designed two steam locomotives that they proved
a poor design road vehicles; however, steam engines were very successfully
used in locomotives. Historians, who accept that early steam-powered road
vehicles were automobiles, feel that Nicolas Cugnot was the inventor of the
first automobile.
After Cugnot Several Other Inventors Designed Steam-Powered
Road Vehicles
 Cugnot’s vehicle was imporved by Frenchman, Onesiphore Pecqueur, who
also invented the first differential gear, improved Cugnot’s vehicle.
 In 1789, the first U.S. patent for a steam-powered land vehicle was granted
to Oliver Evans.
 In 1801, Richard Trevithick built a road carriage powered by steam-the first
in Great Britain.
 In Britain, form 1820 to 1840, steam-powered stagecoaches were in regular
service. These were later banned from public roads and Britain’s railroad
system developed as a result.
 Steam-driven road tractors (built by Charles Deitz) pulled passenger
carriages around Paris and Bordeaux up to 1850.
 In the United States, numerous steam coaches were built from 1860 to
1880. Inventors included. Harrison Dyer, Joseph Dixon, Rufus Porter, and
William T.James.
 Amedee Bollee Sr. built advanced steam cars form 1873 to 1883. The
“La Mnacelle” built in 1878, had a front-mounted engine, shaft drive to he
differential, chain drive to the rear wheels, steering wheel on a vertical shaft
and driver’s seat behind the engine. The boiler was carried behind the
passenger compartment.
 In1871, Dr.J.W. Carhart, professor of physics at Wisconsin State
University, and the J.I. Case Company built a working steam car that won a
200-mile race.
Early Electric Cars
Steam engines were not the only engines used in early automobiles.
Vehicles with electrical engines were also invented. Between 1832 and 1839
(the exact year is uncertain), Robert Anderson of Scotland invented the first
electric motor. The vehicles were heavy, slow, expensive, and needed to stop
for recharging frequently. Both steam and electric road vehicles were
abandoned in favour of gas-powered vehicles. Electricity found greater success
in tramways and streetcars, where a constant supply of electricity was possible.
Learn more about the history of electrical vehicles form 1890 to he
present.
However, around 1900, electric land vehicles in America outsold all
other type of cars. Then in the several years following 1900, sales of electric
vehicles took a nosedive as new type of vehicle came to dominate the
consumer market.
The very first self-powered road vehicles were powered by steam
engines and by that definition Nicolas Joseph Cugnot of France built the first
automobile in 1769- recognized by the British Royal Automobile Club and the
Automobile Club be France as being the first. So why do so many history
books say that the automobile was invented by either Gottlieb Daimler or Karl
Benz? It is because both Daimler and Benz invented highly successful nad
practical gasoline-powered vehicles that ushered worked like the cars we use
today. However , it is unfair to say that either man invented “the” automobile.
History of the Internal Combustion Engine – The Heart of the Automobile
An internal combustion engine is any that uses the explosive combustion
of fuel to push a piston within a cylinder – the piston’s movement turns

crankshaft that then turns the car wheels via a chain or a drive shaft. The
different types of fuel commonly used for car combustion engines are gasoline
(or petrol), diesel, and kerosene.
A brief outline of the history of the internal combustion engine includes the
following highlights.
 1680 - Dutch physicist, Christian Huygeness designed (but never built) an
internal combustion engine that was be fueled with gunpowder.
 1807 - Francois Isaac de Rivaz of Swizerland invented an internal
combustion engine that used a mixture of hydrogen and oxygen for fuel.
Rivaz designed a car for his engine – the first internal combustion powered
automobile. However, this was a very unsuccessful vehicle.
 1824 - English engineer, Sumuel Brown adapted an old Newcomen steam
engine to burn gas, and he used it to briefly power a vehicle up Shooter’s
Hill in London.
 1858 - Belgian – born engineer, jean joseph Etienne Lenoir invented and
patented (1860) a double-acting, electric spark-ignition internal combustion
engine fueled by coal gas. In 1863, Lenoir attached an improved engine
(using petroleum and a primitive carburetor) to a three-wheeled wagon that
managed to complete an historic fifty-mile road trip. (See image at top)
 1862 - Alphonse Beau de Rochas, a French civil engineer, patentee but did
not build a foru-stroke engine (French patent #52, 593, January 16, 1862).
 1864 – Austrian engineer – Siegfried Marcus*, built a one-cylinder engine
with a crude carburetor, and attached his engine to a cart for a rocky 500-
foot drive. It was the world’s first gasoline-powered vehicle. Several year
later, Marcus was able to design a vehicle that briefly ran at 10 mph that
some historians consider was the forerunner of the modern automobile.
 1873 – George Brayton, an American engineer, developed an unsuccessful
two-stroke kerosene engine (it used two external pumping cylinders).
However, it was considered that first safe and practical oil engine.
 1866 – German engineers, Eugen Langen and Nikolaus August Otto
improved on Lenoir’s and de Rochas’ designs and invented a more efficient
gas engine.
 1876 – Nikolaus August Otto invented and later patented a successful four
stroke engine, known as the “Otto Cycle”.
 1876 – The first successful two-stroke engine was invented by Sir Dougald
Clerk.
 1883 – French engineer, Edouard Delamare – Debouteville, built a single-
cylinder four-stroke engine that ran on stove gas. It is not certain if he did
indeed build a car, however, Delamare-Debouteville’s designs were very
advances for the time – ahead of both Daimler and Benz in some ways at
least on paper.
 1885 – Gottlieb Daimler invented what is often recognized as the prototype
of the modern gas engine – with a vertical cylinder, and with gasoline
injected through a carburetor (patented in 1887). Daimler first built a two-
wheeled vehicle the “Reitwagen” (Riding Carriage) with this engine and a
year later built the world’s first four-wheeled motor vehicle.
 1886 – On January 29, Karl Benz received the first patent (DRP No. 37435)
for a gas-fueled car.
 1889 – Daimler built an improved four-stroke engine with mushroom-
shaped valves and two V-slant cylinders.
 1890 – Wilhelm Maybach built the first four – cylinder, four – stroke
engine.
Engine design and car design were integral activities, almost all of the
engine designers mentioned above also designed cars, and a few went on to
become major manufactures of automobiles. All of these inventors and more
made notable improvements in the design of the internal combustion vehicles.
The Importance of Nicolaus Otto
One of the most important landmarks in engine design comes from
nicolaus August Otto who in 1876 invented an effective gas motor engine. Otto
built the first practical four-stroke internal combustion engine called the “Otto
Cycle Engine” and as soon as he had completed his engine, he built it into a
motorcycle Otto’s contributions were very historically significant, it was his
four-stroke engine that was universally adopted for all liquid-fueled
automobiles going forward.

The Importance of Karl Benz
In 1885, German mechanical engineer, Karl Benz designed and built the
world’s first practical automobile to be powered by an internal-combustion
engine. On January 29, 1886, Benz received the first patent (DRP No. 37435)
for a gas-fueled car. It was a three-wheeler, Benz built his first four-wheeler car
in 1891. Benz & Cie., the company started by the inventor, became the world’s
largest manufacture of automobiles by 1900. Benz was the first inventor to
integrate an internal combustion engine with a chassis – designing both
together.
The Importance of Gottlieb Daimler
In 1885, Gottlieb Daimler (together with his design partner Wilhelm
Maybach) took Otto’s internal combustion engine a step further and patented
what is generally recognized as the prototype of the modern gas engine.
Daimler’s connection to Otto was a direct one; Daimler worked as technical
director of Deutz Gasmotorenfabrik, which Nikolaus Otto Co-owned in 1872.
There is some controversy as to who built the first motorcycle Otto or Daimler.
The 1885 Daimler-Maybach engine was small, lightweight, fast, used a
gasoline-injected carburetor, and had a vertical cylinder. The size, speed, and
efficiency of the engine allowed for a revolution in car design. On March 8,
1886, Daimler took a stagecoach and adapted it to hold his engine, thereby
designing the world’s first-wheeled automobile. Daimler is considered the
first inventor to have invented a practical internal-combustion engine.
In 1889, Daimler invented a V-slanted two cylinders, four-stroke engine
with mushroom-shaped valves. Just like Otto’s 1876 engine, Daimler’s new
engine set the basis for all car engines going forward. Also in 1889, Daimler
and Maybach built their first automobile from the ground up; they did not adapt
another purpose vehicle as they had always been done previously. The new
Daimler automobile has a four-speed transmission and obtained speeds of 10
mph.
Daimler founded the Daimler Motoren-Gesellschaft in 1890 to
manufacture his designs. Eleven years later, Wilhelm Maybach designed the
Mercedes automobile.
If Siegfried Marcus built his second car in 1875 and it was as claimed, it
would have been the first vehicle powered by a four-cycle engine and the first
to use gasoline as a fuel, the first having a carburetor for a gasoline engine and
the first having a magneto ignition. However, the only existing evidence
indicates that the vehicle was built circa 1888/89 – too late to be first.
By the early 1990s, gasoline cars started to outsell all other types of
motor vehicles. The market was growing for economical automobiles and the
need for industrial production was pressing.

The first car manufactures in the world were French : Panhard &
Levassor (1889) and Peugeot (1891). By car manufacturer we mean builders of
entire motor vehicles for sale and not just engine inventors who experimented
with car design to test their engines – Daimler and Benz began as the latter
before becoming full car manufacturers and made their early money by
licensing their patents and selling their engines to car manufacturers.
Rene Panhard and Emile Levassor
Rene Panhard and Emile Levassor were partners in a woodworking
machinery business, when they decided to become car manufactures. They
built their first car in 1890 using a Daimler engine. Edouard Sarazin, who held
the license rights to the Daimler patent for France, commissioned the team.
(Licensing a patent means that you pay a fee and then you have the right to
build and use someone’s invention for profit – in this case Sarazin had the right
to build and sell Daimler engines in France). The partners not only
manufactured cars, they made improvements to the automotive body design.
Panhard-Levassor made vehicles with a pedal-operated clutch, a chain
transmission leading to a change-speed gearbox, and a front radiator. Levassor
was the first designer to move the engine to the front of the car and use a rear-
wheel drive layout. This design was known as the Systeme Panhard and
quickly became the standard for all cars because it gave a better balance and
improved streering. Panhard and Levassor are also credited with the invention
of the modern transmission – installed in their 1895 Panhard.
Panhard and Levassor also shared the licensing rights to Daimler motors
with Armand Peugot. A peugot car went on to win the first car race held in
France, which gained Peugot publicity and boosted car sales. Ironically, the
“Paris to Marseille” race of 1897 resulted in a fatal auto accident, Killing Emile
Levassor.
Early on, French manufactures did not standardize car models – each car
was different from the other. The first standardized car was the 1894, Benz
Velo. One hundred and thirty four identical Velos were manufactured in 1895.
Charles and Frank Duryea
America’s first gasoline-powered commercial car manufacturer were
Charles and Frank Duryea. The brothers were bicyle makes who became
interested in gasoline engines and automobiles and built their first motor
vehicle in 1893, in Springfield, Massachusett. By 1896, the Duryea Motor
Wagon Company had sold thirteen models of the Duryea, an expensive
limousine, which remained in production into the 1920s.
Rassome Eli Olds
The first automobile to be mass-produced in the United States was the
1901, Curved Dash Oldsmobile, built by the American car manufacturer
Ransome Eli Olds (1864-1950). Olds invented the basic concept of the
assembly line and started the Detroit area automobile industry. He first began
making steam and gasoline engines with his father, Pliny Fisk Olds, in Lansing,
Michigan in 1885. Olds designed his first steam-powered car in 1887. In 1899,
with a growing experience of gasoline engines, Olds moved to Detroit to start
the Olds Motor Works, and produce low-priced cards. He produced 425
“Curved Dash Old” in 1901, and was America’s leading auto manufacture from
1901 to 1904.
Henry Ford
American car manufacturer, Henry Ford (1863-1947) invented an
improved assembly line and installed the first conveyor belt-based assembly
line in this car factor in Ford’s Highland Park, Michigan plant, around 1913-14.
The assembly line reduced production costs for cars by reducing assembly
time. Ford’s famous Model T was assembled in ninety-three minutes. Ford
made his first ca, called the “Quadricycle”, in June 1896. However, success
came after he formed the Ford Motor Company in 1903. This was the third car
manufacturing company formed to produce the cards he designed. He
introduced the Model T in 1908 and it was a success. After installing the
moving assembly lines in his factory in 1913. Ford became the world’s biggest
car manufacturer. By 1927, 15 million Model Ts had been manufactured.
Another victory won by Henry Ford was patent battle with George B.
Selden. Selden, who had never built an automobile, held patent on a “road
engine”, on that basis Selden was paid royalties by all American car
manufacturers. Ford overturned Selden’s patent and opened the American car
market for the building of inexpensive cars.
This flagged off the era of “wheel racing”, which lasted till 1964, after
which jet and rocket-propelled vehicles were allowed. Then onwards, it has
been one big journey…on the roads. From the singsong rhythm of the bullock
cart to the jet-age, India has traveled a long way.
Some of the events and milestones in the car industry in India.
 1928 – The first imported car on the Indian roads.
 1942 – Hindustan Motors incorporated.
 1944 – Premier Automobiles started.
 1948 – First car manufactured in India.
 1953 – The Govt. of India decreed that only those firms which have a
manufacturing program should be allowed to operate.
 1955 – Only 7 firms HM, API, SMPL, PAL, M & M, TELCO received
approval .
The Liberalization in 1990 in India opened the doors for the entry of
foreign products into the market. This made the market a consumer market
with a lot of choices for the consumers. The future of the products depends on
the consumer’s satisfaction. The products, which are able to attract the
consumers, are having a bright future and the others are lost in the competition.
So it is very important to know the pulse of the customers. The business people
should always have correct information regarding the satisfaction level in the
customers. Different ways are to be implemented to increase the satisfaction
level in the customers.
TATA COMPANY PROFILE
OUR WORLD
Tata motors is the flagship company of the Tata Group with an annual
turnover of approximately US $ 2.35 billion for the year starting April 1st 2002
to March 31st 2003. More than 3 billion Tata Vehicles ply on Indian roads
making Tata a dominant force in India automobile industry. Its product range
covers passenger cars, multiutility vehicles, light, medium and heavy
commercial vehicles for goods and passenger transport.
7 out of 10 medium heavy commercial vehicles bear the trusted Tata
mark. Tata motors has the unique distinction of giving India its first and only
indigenously built passenger car. The Tata indica and the premium feature
sedan-The Tata indigo. The indica, launched in 1998, reached the 2,50,000
sales mark within 52 months of launch. The phenomenal success of these
vehicles stand testimony of the company’s research and engineering expertise.
PROFILE :
TATA motors was Established in 1945, Tata motors entered into a
collaboration with Paimler Benz of Germany in 1954 to manufacture
commercial vehicles, the collaboration ended in 1969. Tata motors has since
grown from strength to strength.
TATA motors is India’s premier and the only fully integrated
automobile manufacture. It is among the world’s top 10 commercial vehicle
producers. The company’s dynamism, ability to race a head against all odds
and a compelling vision for the future has seen its annual turnover swell to over
US $ 2.35 billion for the year starting April 1st 2002 to March 21st 2003.
The company has spread its manufacturing facilities across India by
setting up plants at Jamshedpur. Pune and Lucknow. This is coupled with a
nation-wide customer support, sales and service network. The company enjoys
a significant demand in export market like Europe, Australia, South East Asia,
Middle East and Africa also. The company’s vehicles are seen in over 70
countries now.
Customer sensitive approaches towards building products and state-of-
the art manufacturing facilities have given the company a huge lead over its
competitors. Today 7 out of every 10 medium and heavy commercial vehicles
on Indian roads bear the trusted Tata mark. Tata motors presence in the utility
vehicles and passenger cars market has been firmly established. In 1998, it
launched India’s first fully indigenised car, indica, to the discerning consumer
and has been phenomenally successful. Tata motors is consistently evolving in
its offerings to the Indian automobiles market.
REAR VIEW
1945 :
 Tata Engineering and Locomotive Company Limited was established to
manufacture locomotives and other engineering products.
1948 :
 Stem road roller introduced in collaboration with Marshall sons (UK).
1954 :
 Collaboration with Daimler Benz AG, W.Germany, for manufacture of
medium commercial vehicles.
 The first vehicle rolled out with in 6 months of the contract.
1959 :
 Research and Development Center set up at Jemshedpur.
1961 :
 Exports began with the first truck being shipped to Ceylon, Now Srilanka.
1966 :
 Setting up of the engineering research center at pune to provide impacts to
automobile research and development.
1971 :
 Introduction of DI engines.
1977 :
 First commercial vehicle manufactured in Pune.
1983 :
 Manufacture of heavy commercial vehicle commences.
1985 :
 First hydraulics excavator produced with Hitachi collaboration.
1986 :
 Production of first light commercial vehicle, Tata 407, indigenously
designed followed by Tata 608.
1989 :
 Introduction of the Tata mobile 206 3rd LCV model.
1991 :
 Launch of the first indigenous passenger car of Tata Siera.
 Tac 20 crore produced.
 One million vehicles rolled out.
1992 :
 Launch of Tata estate.

1993 :
 Joint venture agreement signed with Cummins Engine Co. inc. Power and
emission friendly diesel engines.
1994 :
 Launch of Tata Sumo. The multi utility vehicle.
 Launch of LPT –709, a full forward control, light commercial vehicle
 Joint venture agreement signed with M/s. Daimler Benz / Mercedes Benz
for manufacture of Mercedes Benz passenger cars in India.
 Joint venture agreement signed with Tata Holset Ltd., U.K. for
manufacturing turbo chargers to be used on Cummins engines.
1995 :
 Mercedes Benz Car E 220 launched.
1996 :
 Tata Sumo Deluxe launched.
1997 :
 Tata Sierra Turbo launched 10000,000th Tata sumo rolled out.
1998 :
 Tata Safari – India’s first sports utility vehicle launched.
 2 million vehicles rolled out.
 Indica, India’s first fully indigenous passenger car launched.

1999 :
 115,000 bookings for Indica registered against full payment within a week.
 Commercial production of Indica commences in full swing.
2000 :
 First consignment of 160 Indicas shipped to Malta.
 Indica with Bharat stage 2 (Euro II) complaint diesel engine launched.
 Utility vehicle with Bharat 2 (Euro II) complaint engine launched.
 Launch of CNG buses.
 Launch of 1109 vehicle intermediate commercial vehicle.
2001 :
 Indica V2 launched 2nd generation indica.
 100,000th indica wheeled out.
 Launch of LNG indica.
 Launch of the Tata sfari Ex.
 Indica V2 becomes Indian’s number one car in its segment.
 Exits joint venture with Daimler Chrysler.
2002 :
 Unveiling of the Tata Sedan at Auto Expo 2002.
 Petrol version of Indica V2 launched.
 Launch of Ex series in commercial vehicles.

 Launch of the tat 207 DI.
 2,00,000 Tata indicates rolled out.
 5,00,000th passenger vehicle rolled out.
 Launch of tat sumo ‘+’ series.
 Launch of the tat indgo.
 Tata Engineering signed a product agreement with M G Rover of the UK.
2003 :
 Launch of Tata Safari limited edition.
 The Tata indigo station wagon unveiled at the Geneva motors show.
 On 29th July J.R.D Tata’s birth anniversary, Tata Engineering’s becomes
Tata Motors Limited.
Tata Motors : MANUFACTURING
Tata Motors owes its leading position in the Indian automobiles industry
to strong focus on indigenisation. This focus driven the company to set world-
class manufacturing units with state-of-the-art technology. Every stage product
evolution design, development, manufacturing assembly and qua control, is
carried out meticulously. Its manufacturing plants are situated at Jamshedpur in
the East, Pune in the West and Lucknow in the North.

Jamshedpur :
This was the first unit of the company established in 1945 and is spread
over area of 822 acres. It consists of 3 divisions – Truck, Engine, (including the
G Box division) and Axle.
Pune
The Pune unit is spread over 2 geographical regions Pimpri and Chinchwad has
a combined area of around 510 acres. It was established in 1966 and houses a
production Engineering Division.
Lucknow :
Lucknow plant is the latest in Tata Motors manufacturing facilities.
Established in 1991 and covering an area of 600 acres, it was primarily started
to assem Medium commercial Vehicles (MCVs) to meet.
Tata Motors : ASSOCIATES
Over the years, Tata Motors has made substantial investments in
building companies that add value, facilitate and support is diverse range of
business activities.
 Telco Construction Equipment Co. Ltd. (Telco)
 Tata Technologies Ltd. (TTL) and Tata Technologies Ltd., USA (TTUS)
 HV Axles Ltd., (HVAL)
 HV Transmissions Ltd., (HVTL)
 TAL Manufacturing Solutions Ltd. (TAL)
 Sheba Properties Ltd. (Sheba)
 Telco Dadajee Dhackjee Ltd. (TDDL)
 Minicar (Indica) Ltd > (Minicar)
ORGANIZATION PROFILE
Hailing from rural stock, Sri Somappa who had humble beginnings, by
virtue of hard work integrity and dedication to social service rose to the
prominent position as the national leader for handloom weavers and the leading
industrialist of Rayalseema. He was conferred padmashri national award for the
social service rendered by him in the very first list of honors by the
Rashtrapathi in the year 1954.
Somappa was the son of Machani Somanna a master weaver, who had
give sons of whom Somappa was the fourth and eldest was Machani Gangappa
in whose name the family concern of M.G. Brothers (Machani Gangappa
Brothers) was started.
Under Somappa’s guidance, his youngest brother M. Ramana developed
family business like running of buses for passenger traffic, lorries for rural
service. Starting of full-fledged automobile workshops in Bellary, Kurnool and
Nellore in the name of M.G. Brothers standing for Machani Gangappa
Brothers, which workshops entitled the firm the acquisition of prestigious
agency lines such as Tata Mercedes Benz (suppliers of chassis for lorries and
buses), Massey Ferguson tractors and royal Enfield Motor bikes.
The company had branches at Chittoor and Ongole in Andhra Pradesh.
The company runs two fully equipped modern workshops.
Thc company acts as a distributor to various companies. And also it act
as service centers for Bajaj and Telco products.
M.G. Brothers automobiles private limited has more than 150
employees in only Nellore District. And it has many branch offices at Chittoor,
Ongole, and Tirupathi etc. It is one of the greatest asset to Nellore District. It
has acquired goodwill in Nellore market.
It is an authorized dealer to various companies like BAJAJ, TELCO,
TAFE, BIRLA YAMAHA and GODREJ aqua feeds. It is also associated in
real estate business due to its reputation in Nellore District.
LOCATIONAL FACTORS :
It is successfully running for more than 50 years in Nellore Town. Its
head office is located at dargamitta. Before 50 years, it is at outside the town.
for it, the location is very good. Because of more space and more facilities the
establisher selected that place. It is located on the main road. For easy moving
of vehicles which came from the main companies. Due to the transport
facilitate, the main branch is locate in dargamitta.
At main branch, the go down facility is also very large. Large go down
facilitates the storage of many vehicles like two-wheelers, tractors, four-
wheelers etc., service centers also helps the customers to make their work easy.
Provisions of service centers also attract the customers very much. So they tend
to purchase their vehicles at M.G. Brothers automobiles private limited.
TATA MOTORS
TATA ENGINEERING LOCOMOTIVE COMPANY. M.G. Brothers
automobiles have got a dealership authorized. It distributes passenger cars like
Tata Indica, and heavy vehicles like lorries, trucks etc. and tractors. It is
maintaining as separate division for this. A manager heads it. He looks after
those dealings.
TATA motors was established in 1945, Tata motors entered into a
collaboration with Paimler Benz of Germany in 1954 to manufacture
commercial vehicles, the collaboration ended in 1969. Tata motors has since
grown from strength to strength.
The company has spread its manufacturing facilities across India by
setting up plants at Jamshedpur, Pune and Lucknow. This is coupled with a
nation-wide customer support, sales and service network. The company enjoys
a significant demand in export markets like Europe, Australia, South East Asia,
Middle East and Africa also. The company’s vehicles are seen in over 70
countries now.
Customer sensitive approaches towards building products and state-the-
art manufacturing facilities have given the company a huge lead over its
competitors. Today 7 out of every 10 medium and heavy commercial vehicles
on Indian roads bear the trusted Tata mark. Tata motors presence in the utility
vehicles and passenger cars market has been firmly established. In 1998, it
launched India’s first fully indigenised. Car, indica, to the discerning consumer
and has been phenomenally successful. Tata motors is consistently evolving in
its offerings to the Indian automobiles market.
TAFE :
M.G. Brothers also had the dealership for Tafe. It distribute massive for
user tractors. A separate manager also heads it and this division deal with Tafe
Company Only.
BAJAJ :
M.G. Brothers had the authorized dealership for Bajaj automobiles. It
distributes various models of Bajaj scooters and Bajaj Kawasaki bikes,
passenger autos and goods carrying autos etc., it has also a separate division
headed by a manager who looks after those dealings.
BIRLA YAMAHA :
It has the dealership of Birla Yamaha. It distributes generators of this
company.
GODREJ AQUA FEED :
M..G. Brothers automobiles limited has also the dealership for aqua feed
from Godrej Agro vet limited. It is located at Rammurthy Nagar, bypass road,
Nellore. it is situated there because the fields of aqua farmers are located with a
radius of 5 km to 10 km apart. So it is very easy for transportation of feed to
the farmers. Hence the location is appropriate. It supplies feed for Nellore and
Gudur regions.
CUSTOMER SATISFACTION
Whether the buyer is satisfied after purchase depends on the offer’s
performance in relation to the buyer’s expectations. In general.
Satisfaction is a person’s feeling of pleasure of disappointment resulting
from comparing a product’s perceived performance (or outcome) in relation to
his or her expectations.
As this definition makes clear, satisfaction is a function of perceived
performance and expectations. If the performance falls short of expectations,
the customer is dissatisfied. If the performance matches the expectations, the
customer is satisfied. If the performance exceeds expectations, the customer is
highly satisfied or delighted.

Many companies are aiming for high satisfaction because customers
who are just satisfied still find it easy to switch when a better comes along.
Those who are highly satisfied are much less ready to switch. High satisfaction
are delight creates and emotional bond with the brand, not necessary a rational
preference. The result is high customer loyalty.
From past buying experience, friend and associates advice and
marketers and competitors information and promises buyers from their
expectations. If marketers raise expectations too high, the buyer is likely to be
disappointed. For example, Holiday inn ran a campaign a few years ago called
“No Surprise” Yet hotel guests still encountered a host of problems, and
Holiday Inn had to withdraw the campaign. However, if the company sets
explications too low, it won’t attract enough buyers (although it will satisfy
those who do buy).
Some of today’s most successful companies are raising expectations and
delivering performance to match. These companies are aiming for TCS-total
customer satisfaction.
The key to generating high customer loyalty is to deliver high customer
value. According to Michael lanning in his Delivering Profitable Value, a
company must develop a competitively superior value proposition and a
superior value-delivery system. A company’s value proposition is much more

than its positioning on single attribute; it is statement about the resulting
experience customer will have from the offering and their relationship with the
supplier. The brand must represent a promise about the total resulting
experience that customers can expect. Whether the promise is kept depends
upon the company’s ability to manage its value-delivery system. The value-
delivery system includes all the communications and channel experiences the
customer will have on the way to obtaining the offering.
Whether customers will actually receive the promised value proposition
will depend upon the marketer’s ability to influence various core processes.
In addition to tracking customer value expectation and satisfaction,
companies need to monitor their competitor’s performance in these areas. For
example, a company was pleased to find that 80 percent of it customers said
they were satisfied. Then the CEO found out that its leading competitors
attained a 90 percent customer satisfaction score. He was further dismayed
when he learned that this competitors was aiming to reach a 95 percent
satisfaction score.
Tools for Tracking and measuring customer satisfaction
Complaint and A customer-centered organization makes it easy for its

suggestions customers to deliver suggestions and complaints. Many
systems restaurants and hotels provide forms for guests to report likes
and dislikes. Some customer-centered companies P&G,
General Electric, Whirlpool – establish hot lines with tool-
free 800 telephone numbers. Companies are also adding web
pages and email to facilitate two-way communication,. The
information flows provide companies with many good ideas
and enable them to act quickly to resolve problems.
Customer Studies show that although customer are dissatisfied with one
Satisfaction out of every four purchases, less than 5 percent of dissatisfied
surveys customers will complain. Most customers will buy less or
switch suppliers. Complaint levels are thu8s not a good
measure of customer satisfaction. Responsive companies
measure of customer satisfaction directly by conducting
periodic surveys,. They send questionnaires or make
telephone calls to a random sample of recent customers. The
also solicit buyer’s views on their competitor’s performances.
While collecting customer satisfaction data, it is also useful to

ask additional questions to measure repurchased intention;
this will normally be high if the customer’s satisfaction is
high. It is also useful to measure the likelihood or willingness
to recommend the company and brand to others. A high
positive word-of-mouth score indicates that the company is
producing high customer satisfaction.
Ghost Companies Can Hire Persons To Pose As Potential Buyers To
shopping Report On Strong And Weak Points Experienced In Buying
The Companies And Competitors Products. These mystery
shoppers can even these whether the company’s sales
personnel handle various situations well. Thus, a mystery
shopper can complain about a restaurant’s food to test how
the restaurant handles this complaint. Not only should
companies hire mystery shopper’s but managers themselves
should leave their offices from time to time, enter company
and competitors sales situations where they are unknown, and
experience first hand the treatment they receive as
“customers”. A variant of this is for managers to phone their
own company with questions and complaints to see how the
calls are handled.
Lost customer Companies should contract customers who have stopped

analysis buying or who have switched to another supplier to learn why
this happened. When IBM loses a customer, it mounts a
thorough effort to learn where it failed. Not only is it
important to conduct exit interviews when customers first stop
buying, it is also necessary to monitor the customer loss rate.
If it is increasing this clearly indicates that the company is
failing to satisfy customers.
For customer-centered companies, customer’s satisfaction is both a goal
and a marketing tool. Companies that achieve high customer satisfaction
ratings make sure that their target market know it.
Although the customer-centered firm seeks to create high customer
satisfaction, its main goal is not to maximize customer satisfaction. If the
company increases customer satisfaction by lowering its services, the result
may be lower profits. The company might be able to increase its profitability
by means other than increased satisfaction (for example, by improving

manufacturing processes or investing more in R & D). Also, the company has
many stakeholders, including employees, dealers, suppliers, and stockholders.
Spending more to increase customer satisfaction might divert funds form
increasing the satisfaction of other “Partners.” Ultimately, the company must
operate on the philosophy that it is trying to deliver at a high level of customer
satisfaction subject to delivering acceptable levels of satisfaction to the other
stakeholders within the constraints of its total resources.
When customers rate their satisfaction with an element of the company’s
performance-say, delivery-the company needs to recognize that customers vary
in how they define good delivery. It could mean early delivery, on-time
delivery, order completeness, and so on. Yet if the company had to spell out
every element in detail, customers would face a huge questionnaire. The
company must also realize that two customers can report being “highly
satisfied” for different reasons. One may be easily satisfied most of the time
and the other might be hard to please but was pleased on this occasion.
Companies should also note that managers and salespeople can
manipulate customer satisfaction ratings. They can be especially nice to
customers just before the survey. They can also try to exclude unhappy
customers from the survey. Another danger is that if customers know the
company will go out of its way to please customers, some may express high
dissatisfaction (even if satisfied) in order to receive more concessions.

Some companies navigate all these pitfalls to reach their customer value
and satisfaction goals. We call these companies high-performance business.
NEED FOR THE STUDY
Now a days it is very clear that market is having drastic changes and all
the companies are acting according to it because to survive in the market and
this should be achieved by studying about the customer options and analyzing
their future requirements.
This study is definitely going to help to analyze the customer and can
take necessary steps for the improvement of the services from both the dealer’s
side and as well as form the company side.
Because customers are the real advertisement for any product so the
company should be in position to meet the customer requirements and also
should maintain the CUSTOMER RELATIONSHIP.

As MG Brothers Automobile Pvt. Ltd. is a distribution channel for
different companies. It is very close and inter related with the customers. So,
the motto of MG Brothers Pvt. Ltd. is customer satisfaction.
MG Brothers Pvt. Ltd. is not only concerned with selling the products of
TATA MOTORS it also provides service to the customers after selling. So
there is necessity for the organization to find out the satisfaction level of the
customers at different levels in the organization. Which help the organization to
find out the ways in improving the services being provided to the customers.
To increase the satisfaction level in them.
OBJECTIVES
The following are the objectives of the study:
Primary objectives :
 To find the satisfaction level of the customer regarding the service
provided.
 To find out any drawbacks in the service delivery.
Secondary objectives :
 To determine the performance of the staff
 To mark suggestions for promotional measures to increase the customer
satisfaction.
LIMITATIONS
The following are the limitations of the present study:
 Surveyed area is limited to the customers who come for service at Nellore
MG Brothers Automobile Pvt. Ltd. only.
 Times factor is a limitation as the project duration is only for 2 months i.e.,
June and July. So, the time is a limitation to cover more respondents.
 Sample size may not fully represent the whole population.

RESEARCH METHODOLOGY
INTRODUCTION :
The first and foremost step in the research process consists of problem
identification. One the problem is defined, the next is the research design
becomes easier. The research design is the basic framework, which provides
guideline for the rest of the research process. The research design specifies the
methods of data collection and analysis.
The methodology of the study is classified into the following steps.
I. Collection of primary data
II. Collection of secondary data
III. Sampling Procedure
I. Collection of Primary Data:

Communication and observation are the two basic means used for
collecting primary data. Communication involves questioning the respondents
to secure the desired information by using data collection instrument called
‘Questionnaire’. The questionnaire used in my study is consisting of closed-end
questions and one open ended question.
Closed-end questions:
Fixed alternative questions are used in the questionnaire.
This consists of,
A. Dichotomous Questions:
The respondent is given a choice between only two alternatives.
B. Multiple-choice Questions:
The respondents are given a set of alternatives to answer.
Open-ended question:
The customers are asked to give suggestions to improve the service of
MG Brothers in the form of open-ended question at the end of the
questionnaire.
II. Collection of Secondary Data:
Internal and external secondary data is collected for the purpose of
study. Internal secondary data is collected within the company. This data
includes company records, previous research reports and other relevant
information.
External secondary data is generated from outside. This data includes
publications, government records and Internet etc.,
III. Sampling Procedure:
Sample Size: 100
Sample Element:
Customer who visit MG Brothers Automobile Pvt. Ltd. Nellore.
Sampling Unit:
The study is restricted to the customers who come for service of their
Tata four wheelers at MG Brothers Automobile Pvt. Ltd. Nellore.
Period of study:
The study is conducted with in the period of two months i.e., May and
June of 2008.
Scope:
The scope of the study is mainly emphasized on the perception level of
the customers on “customer feed back”.
The scope of the study involves the collection of the data form the
customers at MG Brothers Automobile Pvt. Ltd. Nellore.
Sampling Procedure:
Simple random sampling approach has been adopted.
Research approach:
The survey method is used, as it is the best for a descriptive research.
Mode of communication:
Three different methods of communications can be approached with

questionnaires.
1. Personal interview
2. Telephone interview
3. Mail interview
Among the three personal interview is the most versatile and flexible
mode of communication. Further explanations and classifications can be made
if desired. So the personal interview was conducted for the study.
Statistical analysis:
Data analysis and interpretation are necessary ingredients to make the
primary data obtained useful for tacking effective strategic moves. The primary
data, which has been collected by survey using a structural questionnaire, has
been systematically organized, tabulated and edited, so as to properly analyze
and achieve the objectives.

1. The Vehicle that you previously used.
TABLE – 1
S. No. Features No. of Respondents %

1. Maruthi 23 23
2. Toyota 8 8
3. Mahindra 9 9
4. Not used any vehicle 34 34
5. Some Other vehicle 26 26
100 100
Inference :
34% of the customers previously not used any vehicle, 26% used some
other vehicle, 23% used maruthi, 9% used mahindra and 8% used Toyota.
CHART - 1
40
34
35
No. of Respondents
30 26 Maruthi
25 23
Toyota
20 Mahindra
15 Not used any vehicle
8 9
10 Some Other vehicle
5
0
Maruthi Toyota Mahindra Not used Some
any vehicle Other
vehicle
Vehicle used before
TABLE – 2

1. Model 23 23
2. Price 13 13
3. Quality 21 21
4. Brand Name 29 29
5. Other Benefits 14 14
100 100
Inference :
29% of the customer’s opted Tata vehicle basing on the brand name,
23% basing on the model, 21% basing on the quality, 14% basing on other
benefits and 13% basing on the price.
CHART – 2
35
29
No. of Respondents
30
23 Model
25 21
Price
20
14 Quality
15 13
Brand Name
10
Other Benefits
5
0
Model Price Quality Brand Other
Name Benefits
Reason for buying TATA Vehicle
3. Are you satisfied about the explanation about the benefit / features /
procedure at the time of purchase.
TABLE – 3

1. Delighted 4 4
2. Very satisfied 27 27
3. Satisfied 45 45
4. Somewhat dissatisfied 12 12
5. Very dissatisfied - 0
6. No response 12 12
100 100
Inference :
45% of the customers are satisfied about the explanation about the
benefits, features, etc., at the time of purchase, 27% are very satisfied, 12% are
somewhat dissatisfied, 4% are delighted and 12% had not responded to the
above question.
CHART – 3
50 Delighted
45
45 Very satisfied
No. of Respondents
40 Satisfied
35 Somewhat dissatisfied
30 27 Very dissatisfied
25 No response
20
15 12 12
10
4
5
0
0
Delighted Very Satisfied Somewhat Very No response
satisfied dissatisfied dissatisfied
Satisfaction Level
4. How is the reception at the time of enquiry by the sales personnel ?
TABLE – 4

1. Delighted 12 12
3. Satisfied 42 42
6. No response 12 12
100 100
Inference :
42% of the customers are satisfied by the reception of the sales

personnel at the time of enquiry, 30% are very satisfied, 12% are delighted, 4%
are somewhat dissatisfied and 12% had not responded to the above question.
CHART – 4
45 42 Delighted
40 Very satisfied
No. of Respondents
35 Satisfied
30
Very dissatisfied
25
No response
20
15 12 12
10
4
5
0
0
Delighted Very Satisfied Somewhat Very No response
satisfied dissatisfied dissatisfied
Satisfaction Level
TABLE – 5

1. Delighted 11 11
3. Satisfied 30 30
100 100
Inference :
50% of the customers are very satisfied by the reception of the service
advisor, 30% are satisfied, 11% are delighted and 9% are somewhat
dissatisfied.
CHART – 5
60
50
50
No. of Respondents
40 Delighted
Very satisfied
30
30 Satisfied
Somewhat dissatisfied
20 Very dissatisfied
11
9
10
0
0
Delighted Very satisfied Satisfied Somewhat Very
dissatisfied dissatisfied
Satisfaction Level
order).
TABLE – 6

1. Delighted 23 23
3. Satisfied 25 25
100 100
Inference :
44% of the customers are very satisfied by the time taken to open the job
card, 25% are satisfied, 23% are delighted and 8% are somewhat dissatisfied.
CHART – 6
50
44
45
No. of Respondents
40
35 Delighted
30 Very satisfied
25
25 23 Satisfied
10 8
5
0
0
Satisfaction Level

TABLE – 7

1. Delighted 11 11
3. Satisfied 46 46
5. Very dissatisfied 1 1
100 100
Inference :
46% of the customers are satisfied by the attitude of the service

personnel, 28% are very satisfied, 14% are somewhat dissatisfied, 11% are
delighted and 1% is very dissatisfied.
CHART – 7
50 46
45
No. of Respondents
40
35 Delighted
30 28 Very satisfied
25 Satisfied
15 11
10
5 1
0
Satisfaction Level
TABLE – 8

1. Delighted 8 8
3. Satisfied 51 51
100 100
Inference :
51% of the customers are satisfied by the facilities of the service station,
30% are very satisfied, 11% are somewhat dissatisfied and 8% are delighted.
CHART – 8
60
51
50
No. of Respondents
40 Delighted
Very satisfied
30
30 Satisfied
11
10 8
0
0
Satisfaction Level
TABLE – 9
1. Yes 73 73
2. No 27 27
100 100
Inference :
73% of the customers say that they are being informed if any extra job is
required to their vehicle. Where as 27% of the customers are not informed
about the extra job required for their vehicle.
CHART – 9
27%
Yes
No
73%
TABLE – 10

1. Yes 85 85
2. No 15 15
100 100
Inference :
85% of the customer’s say that the service is being attended correctly to
relevant complaint. Where as 15% feel that the service is not attended correctly
to relevant complaint.
CHART - 10
15%
Yes
No
85%
you ?
TABLE – 11

1. Delighted 6 6
3. Satisfied 34 34
100 100
Inference :
40% of the customers are very satisfied with the solutions to all the
problems reported by them, 34% are satisfied, 16% are somewhat dissatisfied,
6% are delighted and 4% are very dissatisfied.
CHART – 11
45
40
40
34
No. of Respondents
35
30 Delighted
Very satisfied
25
Satisfied
20 16 Somewhat dissatisfied
10 6
4
5
0
Satisfaction Level

TABLE – 12

1. Delighted 12 12
3. Satisfied 27 27
100 100
Inference :
53% of the customers are very satisfied with the quality of washing,
27% are satisfied, 12% are delighted, 7% are somewhat dissatisfied and 1% is
very dissatisfied.
CHART – 12
60
53
50
No. of Respondents
40 Delighted
Very satisfied
30 27 Satisfied
12
10 7
1
0
Satisfaction Level
TABLE – 13

1. Delighted 10 10
3. Satisfied 34 34
100 100
Inference :
34% of the customers are satisfied with the delivery made from the
service station, 33% are very satisfied, 19% are somewhat dissatisfied, 10% are
delighted and 9% are very dissatisfied.
CHART – 13
40
33 34
35
No. of Respondents
30
Delighted
25 Very satisfied
19
20 Satisfied
15
10
4
5
0
Satisfaction Level
14. Are you satisfied with the explanation of job done and bill at the
time of delivery.
TABLE – 14

1. Delighted 10 10
3. Satisfied 37 37
100 100
Inference :
41% of the customers are very satisfied with the explanation of job done
and bill at the time of delivery, 37% are satisfied, 12% are somewhat
dissatisfied and 10% are delighted.
CHART – 14
45 41
40 37
No. of Respondents
35
30 Delighted
Very satisfied
25
Satisfied
20
15 12 Very dissatisfied
10
10
5
0
0
Satisfaction Level

TABLE – 15

1. Delighted 8 8
3. Satisfied 46 46
100 100
Inference :
46% of the customers are satisfied with the general appearance of the
workshop, 40% are very satisfied, 8% are delighted, 4% are somewhat
dissatisfied and 2% are very dissatisfied.
CHART – 15
50 46
45
40
No. of Respondents
40
35 Delighted
30 Very satisfied
25 Satisfied
10 8
4
5 2
0
Satisfaction Level
16. Do you feel the labour and spare part charge reasonable.
TABLE – 16

1. Delighted 3 3
3. Satisfied 42 42
100 100
Inference :
42% of the customers are satisfied by the labour and spare parts charge,
42% are somewhat dissatisfied, 7% are very satisfied, 6% are very dissatisfied
and 3% are delighted.
CHART – 16
45 42 42
40
No. of Respondents
35
30 Delighted
Very satisfied
25
Satisfied
20
10 7 6
5 3
0
Satisfaction Level
TABLE – 17
1. Yes 56 56
2. No 44 44
100 100
Inference :
56% of the customers are receiving the service remainders regularly.

Whereas 44% of the customers are not receiving the service remainders
regularly.
CHART - 17
44%
Yes
56% No
TABLE – 18
1. Yes 60 60
2. No 40 40
100 100
Inference :
60% of the customers have been informed about the next service
schedule. Where as 40% of the customers are not informed about the next
service schedule.
CHART – 18
40%
Yes
No
60%
TABLE – 19

1. Delighted 4 4
3. Satisfied 46 46
100 100
Inference :
46% of the customers are satisfied with the overall performance of the
workshop, 42% are very satisfied, 7% are somewhat dissatisfied, 4% are
CHART – 19
50 46
45 42
No. of Respondents
40
35 Delighted
30 Very satisfied
25 Satisfied
10 7
4
5 1
0
Satisfaction Level
FINDINGS
 34% of the customer previously not used any vehicle, 26% used some other
vehicle, 23% used maruthi, 9% used mahindra and 8% used Toyota.
 29% of the customer opted Tata vehicel basing on the brand name, 23%
basing on the model, 21% basing on the quality, 14% basing on other
benefits and 13% basing on the price.
 45% of the customers are satisfied about the explanation about the benefits,
features, etc., at the time of purchase, 27% are very satisfied, 12% very
satisfied, 12% are somewhat dissatisfied, 4% are delighted and 12% had not
responded to the above question.
 42% of the customers are satisfied by the reception of the sales personnel at
the time of enquiry, 30% are very satisfied, 12% are delighted, 4% are
somewhat dissatisfied and 12% had not responded to the above question.
 50% of the customers are very satisfied by the reception of the service
advisor, 30% are satisfied, 11% are delighted and 9% are somewhat
dissatisfied.
 44% of the customers are very satisfied by the time taken to open job card,
25% are satisfied, 23% are delighted and 8% are somewhat dissatisfied.
 46% of he customers are satisfied by the attitude of the service personnel,
28% are very satisfied, 140% are somewhat dissatisfied, 11% are delighted
and 1% very dissatisfied.

 51% of the customers are satisfied by the facilities of the service station,
30% are very satisfied, 11% are somewhat dissatisfied and 8% are
delighted.
 73% of the customers say that they are being informed if any extra job is
required to their vehicle. Where as 27% of the customers are not informed
about the extra job required for their vehicle.
 85% of the customer’s say that the service is being attended correctly to
relevant complaint. Where as 15% feel that the service is not attended
correctly to relevant complaint.
 40% of the customers are very satisfied with the solutions to all the
problems reported by them, 34% are satisfied, 16% are somewhat
dissatisfied, 6% are delighted and 4% are very dissatisfied.
 53% of the customers are very satisfied with the quality of washing, 27%
are satisfied, 12% are delighted, 7% are somewhat dissatisfied and 1% is
very dissatisfied.
 34% of the customers are satisfied with the delivery made from the service
station, 33% are very satisfied. 19% are somewhat dissatisfied, 10% are
delighted and 9% are very dissatisfied 41% of the customers are very
satisfied with the explanation of job done and bill at the time of delivery,
37% are satisfied, 12% are somewhat dissatisfied and 10% are delighted.
 46% of the customers are satisfied with the general appearance of the
workshop, 40% are very satisfied, 8% are delighted, 4% are somewhat
dissatisfied and 2% are very dissatisfied.
 42% of the customers are satisfied by the labour and spare parts charge,
42% are somewhat dissatisfied, 7% are very satisfied, 6% are very
dissatisfied and 3% are delighted.
 56% of the customers are receiving the service remainders regularly, where
as 44% of the customers are not receiving the service remainders regularly.
 60% of the customers have been informed about the next service schedule
where as 40% of the customers are not informed about the next service
schedule.
 46% of the customers are satisfied with the overall performance of the
workshop 42% are very satisfied, 7% are somewhat dissatisfied, 4% are

SUGGESTIONS
 Prompt delivery of the vehicle should be made.
 Top priority must be given to taxes and long distance vehicles then local
vehicles.
 Facilities like A/C. News papers, Drinking water and weeklies must be
provided and they must be up to the standards in customer waiting room.
 MG Brothers must advertise it self about its service station by having
boarding mainly at sales point and at customer waiting room.
 A separate phone must be made available to deal with customers to inform
them whether the service station is ready to accept their Vehicles for service
 The organization must appoint persons to deal with the customers in phone
and to explain the customers about the job done at the time of delivery.
 Shelter must be their while going through job card.
 The organization must instruct the workers not only to considers the job
card they must also go through the vehicle and if they find and things extra
jobs to be done them they must inform the owner and they must entire it in
job card and then go through the work.
 Labour charges should be decreased
 Service reminders should be sent regularly
 Billing should be made faster.

CONCLUSION
The overall performance of the services in the workshop is satisfactory
to many of the customers. Nothing in the world can be perfect. Some faults are
seen in the services though not major ones but some of the problems may give
side effect and make cause more trouble in the future. So the problems need to
be identified and solved immediately. Some of the main things are as follows.
 Prompt delivery should be made.
 Charges are high and need to be decreased.
 The efficiency of workers is to be increased.
 Check list should be maintained so that any other extra
jobs that the customers are unaware can be solved.
If the problems identified are solved effectively, then the customer
satisfaction level increases on the organization.

M.G. BROTHERS AUTOMOBILES Pvt. Ltd., - NELLORE
CUSTOMER FEED BACK
Dear sir/Madam
I ,C.MAHESH doing my M.B.A in Ramaraja institute of
technology & science, Tirupati. My project title is study on Customer
satisfaction towords TATA MOTORS SERVICE with reference to
M.G.BROTHERS PVT.LTD NELLORE.
I would be greatly obligut if you can spare your most
valuable time to answer the following questions, which my urge in
bringing out this project .
Name of the customer :
Place :
Ph :
E-Mail :
Vehicle Model :
Vehicle Number :
Address :
QUESTIONNARIES:
1. The Vehicle that you previously used [ ]
a) Maruti b) Toyota c) Machindra
d) Not used any vehicle e) Some other vehicle

2. What made you to buy this vehicle [ ]
a) Model b) Price c) Quality
d) Brand name e) Other benefits
procedure at the time of purchase. [ ]
a) Delighted b) Very satisfied c) Satisfied
d) Some what dissatisfied e) Very dissatisfied
4. How is the reception at the time of enquiry by the sales personal [ ]
5. Is it ease of obtaining appointment i.e., are you satisfied with the
reception of the service advisor. [ ]
6. Are you satisfied with the time taken to open the job card (work order)
[ ]
7. How is the attitude of the service personnel [ ]

8. Are you satisfied with the facilities of the service station like customer
waiting room etc., [ ]
9. Are the services being attended correctly to the relevant complaint [ ]
a) Delighted b) No
10. Are you satisfied with the quality of washing [ ]
11. Are you satisfied with the delivery made i.e., Is the delivery made in
times as per the conditions desired by you from service station.[ ]
12. Are you satisfied with the explanation if job done and bill at the time of
delivery [ ]
a) Delighted b) Very satisfied c) satisfied
13. Do you feel labour and spare parts charge reasonable [ ]
14. Are you receiving our service reminders regularly [ ]
a) Yes b) No
15. Are you satisfied with the overall performance of the workshop[ ]
Sir, I heartfully thank you for sparing your valuable time for me
CHILAKAPATI.MAHESH
Place :
Date : Signature.
BIBLIOGRAPHY
Marketing research (third edition, published by Tata McGraw hill, new delhi).
PROF. G.C.BERI
Marketing Management (the Millennium edition & 8th Edition)
PHILIP KOTLER

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A STUDY

SRI VENKATESWARA UNIVERSITY, TIRUPATI

Under the guidance of

DEPARTMENT OF BUSINESS ADMINISTRATION

RAMARAJA INSTITUTE OF TECHNOLOGY&SCIENCE

I here by declare that this dissertation of my project report

I express my sincere thanks to Mr. GANGADHAR, Managing

I wish to express my sincere thanks to Mrs. LAVANYA, H.O.D.,

I wish to express my deep sense of gratitude to my internal guide

I am thankful to all the staff in M.G. BROTHERS, NELLORE.,

CHAPTER NO TITLE PAGE NO

Table No. Title Page No.

1. The Vehicle that you previously used

Table No. Title Page No.

1. The Vehicle that you previously used

technological improvement, the importance of “wheel” is growing at a greater

A growing economy, expanding cities and an increasing work load

A four-wheeler is and affordable solution that will grant good mobility.

driving, handling, reliability, and above all, the affordability of a particular

therefore developed different kinks of cars.

This classification was made on the grounds of better mileage, oil

consumption, pollution factors etc.

As we all know, for any organization to survive, in this highly

dealers in various places. It is offering its valuable services to the people of

need of knowing about “Customer satisfaction” on the products of Tata moters

and the services of M.G. Brothers, in our study.

The automobile as we know it was not invented in a single day by a

drawn up by both Leonardo da Vinci and Isaac Newton.

invented by French engineer and mechanic, Nicolas joseph Cugnot (1725 –

following year (1770), Cugnot built a steam-powered tricycle carried four

Steam engines powered cars by brining fuel that heated water in a

used in locomotives. Historians, who accept that early steam-powered road

After Cugnot Several Other Inventors Designed Steam-Powered

 Cugnot’s vehicle was imporved by Frenchman, Onesiphore Pecqueur, who

also invented the first differential gear, improved Cugnot’s vehicle.

 In Britain, form 1820 to 1840, steam-powered stagecoaches were in regular

system developed as a result.

 Steam-driven road tractors (built by Charles Deitz) pulled passenger

carriages around Paris and Bordeaux up to 1850.

“La Mnacelle” built in 1878, had a front-mounted engine, shaft drive to he

 In1871, Dr.J.W. Carhart, professor of physics at Wisconsin State

Early Electric Cars

abandoned in favour of gas-powered vehicles. Electricity found greater success

in tramways and streetcars, where a constant supply of electricity was possible.

Learn more about the history of electrical vehicles form 1890 to he

However, around 1900, electric land vehicles in America outsold all

vehicles took a nosedive as new type of vehicle came to dominate the

The very first self-powered road vehicles were powered by steam

Automobile Club be France as being the first. So why do so many history

History of the Internal Combustion Engine – The Heart of the Automobile

An internal combustion engine is any that uses the explosive combustion

of fuel to push a piston within a cylinder – the piston’s movement turns

(or petrol), diesel, and kerosene.

 1680 - Dutch physicist, Christian Huygeness designed (but never built) an

internal combustion engine that was be fueled with gunpowder.

 1807 - Francois Isaac de Rivaz of Swizerland invented an internal

automobile. However, this was a very unsuccessful vehicle.

 1824 - English engineer, Sumuel Brown adapted an old Newcomen steam

engine to burn gas, and he used it to briefly power a vehicle up Shooter’s

patented (1860) a double-acting, electric spark-ignition internal combustion

engine fueled by coal gas. In 1863, Lenoir attached an improved engine

(using petroleum and a primitive carburetor) to a three-wheeled wagon that