SYNOPSIS FOR RESEARCH PROJECT REPORT

(BBA-605)
On
A CRITICAL ANALYSIS OF CUSTOMERS SATISFACTION
TOWARDS TATA SAFARI

Towards partial fulfillment of

Bachelor of Business Administration (BBA)

(BBD University, Lucknow)

Guided by

Submitted by

Mr. Ritesh Krishna Srivastav

Pushpendra Bajpaee
Roll no.1130671129

Session 2015-2016
School of Management
Babu Banarasi Das University

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Sector I, Dr. Akhilesh Das Nagar, Faizabad Road, Lucknow (U.P.) India

A CRITICAL ANALYSIS OF CUSTOMERS SATISFACTION TOWARDS

TATA SAFARI

1. INTRODUCTION & REVIEW OF LITERATURE:

TATA SAFARI is a Sports Utility Vehicle (SUV) produced by Tata motors of India. It is the first Sport utility
vehicle to design and developed entirely in India, the Tata safaris nearly 20 years old. the first generation of Tata
safari was launched in 1988 in turbo diesel form the safari had 87ps {64kw} power it come with synchromesh
forward five speed manual gear box but in 2007 some change was made these changes are related to the improve
interior feature like leather seats, the high end version of the safari come with safety feature like dual airbag, ABS
and EBD and the new engine of Tata safari dicor was generating the power 140ps{103kw}.
Its last major operation was back in 2012, when the Sport utility vehicle got an all-new chassis and some fancy
cosmetic bits and bobs. The scalpel-wielding designers at TATA are at it again, and this time around, the alternation
are rather subtle and the second generation Tata safari storme is lighter than the outgoing model to make it more
fuel efficient and fuel cut off inertia switch for safety in crash to reduce risk of fire. The variant featured here is the
top-of-the-line VX, so naturally, it comes with all the bells and whistles. Mechanically, the storme remains the
same, but is a better drive than before and the engine of storme 2.2litre VARICOR mill, produce the power 148bhp
and 320Nm.

2. SCOPE OF STUDY:
1. The study can be used to know the perception of customer about Tata safari.

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2. The present study can be extended to access the present condition of India automobile sector in reference to Tata
safari.
3. From the present study we know the market share of the Tata safari.
4. To study what could be the add-on feature that Tata safari can provide in its Sport utility vehicle Segment.

3. PROBLEMS DEFINITION:
A number of customers are not satisfied with service of Tata safari or mileage of Tata safari. Customers are wanted
some advanced features in Tata safari like

steering adjust system; starting button and sun roof and some other

feature are cylinder suspension and increasing the capability of fuel tank.

4. RESEARCH OBJECTIVES:
1. To understand the market potentiality for Tata safari.
2. To determine the acceptance price of the product with its current scale.
3. To know what people perceive and thinking about Tata safari.

5. RESEARCH METHODOLOGY:
The process used to collect information and data for the purpose of making business decision. The methodology
may include publication research, survey and other research technique, and could include present and historical
information.

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a) Hypothesis:
Customers are critical towards Tata Safari.

b) Research Design:
Research design includes the methods and procedure for conducting research study. Research design is being done
in following types: Exploratory Research: Exploratory research is generally based on discovery of new ideas and collected information from secondary data
(customer) and descriptive.
Casual or experimental researches: Casual or experimental researches is refers to identify cause and effect relationship between two variables.

c) Defining the Universe & Sample design:

The researcher has design a sampling that is consist of such decisions
Sampling unit: Under the sampling method is mention who is to be surveyed?
The researcher has selected youngsters, businessman and contractor, employees to conduct survey and satisfaction
level.
Sampling size: Under the sampling size means a limited number of customer covered under the research study from a population.

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Sampling area: The researchers area for survey is Chhatarpur city (M.P.)

d) Data collection tools to be used:

Checklists: It is a structure of persons Observation or evaluate of a performance or artifact. They can be simple list of criteria
that can be marked as present or absent, or can provide space for observer comments.
Interview: Structured or unstructured one-on-one directly conversation with key individual or leader in a community.
Survey or questionnaires: Survey or questionnaires are Instrument used for collecting data in survey research. We generally include a set of
standardized question that are related to the Tata motor (safari).

e) Statistical tools to be used:

Correlation: Correlation refers to any of a broad class of statistical relationships involving dependence, through in common
usage it most often refers to the extent to which two variables have a linear relationship with each other.
Clustering: Used to group similar type of people together (segment the market) and then profile the groups (define target
segments).

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Regression: Model relationships between variables and predictive modeling or to understand casual relationships.

7. Tentative Chapter Plan:

a) Chapter 1 Introduction of Tata motor (safari).
b) Chapter 2 consumer satisfaction.
c) Chapter 3 Research Methodology.
d) Chapter 4 Growth of the organization.
e) Chapter 5 Limitation.
f) Chapter 6 Data analysis and interpretation.

8. References:
www.scribd.com/00253623/customer-satisfaction-towards-tata-motors
http://www.safari.tatamotors.com/
Principles of Marketing: Kotler, Philip &Armstrong, G
Customer Satisfaction: Mike Bennett
Tata Safari Off-roading Business Today
Tata Safari Storme Business World

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9. QUESTIONNNAIRE:
Q1. The vehicle that you previously used
a. Maruti

b. Toyota

c. Mahindra

d. Not used any vehicle

e. Some other vehicle

Q2. How is the reception at the time of enquiry by the sales personal?
a. Delighted
c. Satisfied

b. Very satisfied
d. Somewhat dissatisfied

e. Very dissatisfied
Q3. Are you satisfied with the time taken to open the job card (work order)?
a. Delighted
c. Satisfied

b. Very satisfied
d. Somewhat dissatisfied

e. Very dissatisfied
Q4. How is the attitude of the service personnel?
a. Delighted

b. Very satisfied

c. Satisfied

d. somewhat dissatisfied

e. Very dissatisfied
Q5. Do you feel labor and spare parts charge reasonable?
a. Delighted

b. Very satisfied

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c. Satisfied

d. Somewhat dissatisfied

e. Very dissatisfied
Q6. What made you to buy this vehicle
a. Model

b. Price

c. Quality

d. Brand name

e. Other benefit
Q7. Are you receiving our service reminder regularly?
a. Yes

b. No

Q8. Are you satisfied with the overall performance of the workshop?
a. Delighted

b. Very satisfied

c. Satisfied

d. Somewhat dissatisfied

e. Very dissatisfied