A STUDY ON

CUSTOMER SATISFACTION TOWARDS THE TATA MOTOR SERVICE (FOUR WHEELER)

Submitted By

Ankit vaise M.B.A 2nd year c

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 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 Cugnots patrons died and the other was exiled, the money for Cugnots 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

Cugnots vehicle was imporved by Frenchman, Onesiphore Pecqueur, who

also invented the first differential gear, improved Cugnots 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 Britains 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 drivers 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.

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 companys 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 Indias premier and the only fully integrated automobile manufacture. It is among the worlds top 10 commercial vehicle producers. The companys 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 companys vehicles are seen in over 70 countries now.

Customer sensitive approaches towards building products and state-ofthe 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 Indias 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.

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 Somappas 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, fourwheelers 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 companys vehicles are seen in over 70 countries now.

Customer sensitive approaches towards building products and state-theart 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 Indias 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

1.

The Vehicle that you previously used. TABLE 1

S. No. 1. 2. 3. 4. 5.

Features Maruthi Toyota Mahindra Not used any vehicle Some Other vehicle

No. of Respondents 23 8 9 34 26 100

% 23 8 9 34 26 100

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

No. of Respondents

35 30 25 20 15 10 5 0
8 9 23

34 26
Maruthi Toyota Mahindra Not used any vehicle Some Other vehicle

Maruthi

Toyota

Mahindra

Not used Some Other any vehicle vehicle

Vehicle used before

2.

What made you to buy this vehicle.

TABLE 2

S. No. 1. 2. 3. 4. 5. Model Price

Features

No. of Respondents 23 13 21 29 14 100

% 23 13 21 29 14 100

Quality Brand Name Other Benefits

Inference :
29% of the customers 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 No. of Respondents 30 25 20 23 21 13 14 29
Model Price Quality Brand Name

15
10 5 0 Model

Other Benefits

Price

Quality

Brand Name

Other Benefits

Reason for buying TATA Vehicle

3.

Are you satisfied about the explanation about the benefit / features / warranty of the vehicle and the financial schemes and the delivery procedure at the time of purchase.

TABLE 3

S. No. 1. 2. 3. 4. 5. 6.

Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied No response

No. of Respondents 4 27 45 12 12 100

% 4 27 45 12 0 12 100

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

No. of Respondents

45 40 35 30 25 20 15 10 5 0 Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied 4 0 12 27

Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied No response

12

No response

Satisfaction Level

4.

How is the reception at the time of enquiry by the sales personnel ?

TABLE 4

S. No. 1. 2. 3. 4. 5. 6.

Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied No response

No. of Respondents 12 30 42 4 12 100

% 12 30 42 4 0 12 100

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 Very satisfied Satisfied

No. of Respondents

40 35 30 30 25 20 15 10 5 0 Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied 4 0 12

Somewhat dissatisfied Very dissatisfied No response

12

No response

Satisfaction Level

5.

It is ease of obtaining appointment i.e., are you satisfied with the reception of the service advisor.

TABLE 5

S. No. 1. 2. 3. 4. 5.

Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied

No. of Respondents 11 50 30 9 100

% 11 50 30 9 0 100

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 40 30 30 20 11 10 0 Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied 9 0

Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied

No. of Respondents

Satisfaction Level

6.

Are you satisfied with the time taken to open the job card (work order).

TABLE 6

S. No. 1. 2. 3. 4. 5.

Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied

No. of Respondents 23 44 25 8 100

% 23 44 25 8 0 100

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 45 44

No. of Respondents

40 35 30 25 20 15 10 5 0 Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied 8 0 23 25

Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied

Satisfaction Level

7.

How is the attitude of the service personnel ?

TABLE 7

S. No. 1. 2. 3. 4. 5.

Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied

No. of Respondents 11 28 46 14 1 100

% 11 28 46 14 1 100

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 45

46

No. of Respondents

40 35 30 25 20 15 10 5 0 Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied 1 14 11 28

Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied

Satisfaction Level

8.

Are you satisfied with the facilities of the service station like customer waiting room etc.,

TABLE 8

S. No. 1. 2. 3. 4. 5.

Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied

No. of Respondents 8 30 51 11 100

% 8 30 51 11 0 100

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 40 30 30 20 11 10 0 Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied 8 0

Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied

No. of Respondents

Satisfaction Level

9.

Have you been informed about any other extra jobs required for your vehicle that you are unaware? TABLE 9

S. No. 1. 2. Yes No

Features

No. of Respondents 73 27 100

% 73 27 100

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%

10.

Are the services being attended correctly to the relevant complaint ? TABLE 10

S. No. 1. 2. Yes No

Features

No. of Respondents 85 15 100

% 85 15 100

Inference :
85% of the customers 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%

11.

Are you satisfied with the solutions to all the problems reported by you ?

TABLE 11

S. No. 1. 2. 3. 4. 5.

Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied

No. of Respondents 6 40 34 16 4 100

% 6 40 34 16 4 100

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

No. of Respondents

35 30 25 20 15 10 5 0 Delighted Very satisfied 6

34
Delighted Very satisfied Satisfied

16

Somewhat dissatisfied Very dissatisfied

Satisfied

Somewhat dissatisfied

Very dissatisfied

Satisfaction Level

12.

Are you satisfied with the quality of washing ?

TABLE 12

S. No. 1. 2. 3. 4. 5.

Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied

No. of Respondents 12 53 27 7 1 100

% 12 53 27 7 1 100

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 40 30 20 12 10 0 Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied 7 1 27

Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied

No. of Respondents

Satisfaction Level

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.

TABLE 13

S. No. 1. 2. 3. 4. 5.

Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied

No. of Respondents 10 33 34 19 4 100

% 10 33 34 19 4 100

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 35 33 34

No. of Respondents

30
Delighted

25 20 15 10 10 5 0 Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied 4 19

Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied

Satisfaction Level

14.

Are you satisfied with the explanation of job done and bill at the time of delivery.

TABLE 14

S. No. 1. 2. 3. 4. 5.

Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied

No. of Respondents 10 41 37 12 100

% 10 41 37 12 0 100

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 40

41 37

No. of Respondents

35 30 25 20 15 10 10 5 0 0 Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied 12

Very dissatisfied Delighted Very satisfied Satisfied Somewhat dissatisfied

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 customers 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.

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

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.

QUESTIONNARIES: 1. The Vehicle that you previously used a) Maruti d) Not used any vehicle 2. b) Toyota c) Machindra [ ]

e) Some other vehicle [ c) Quality ]

What made you to buy this vehicle a) Model d) Brand name b) Price e) Other benefits

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. 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 [ a) Delighted d) Some what dissatisfied b) Very satisfied c) Satisfied

e) Very dissatisfied

5.

Is it ease of obtaining appointment i.e., are you satisfied with the reception of the service advisor. a) Delighted d) Some what dissatisfied b) Very satisfied e) Very dissatisfied [ c) Satisfied ]

6.

Are you satisfied with the time taken to open the job card (work order) [ ] a) Delighted b) Very satisfied c) Satisfied

d) Some what dissatisfied 7.

e) Very dissatisfied [ c) Satisfied ]

How is the attitude of the service personnel a) Delighted d) Some what dissatisfied b) Very satisfied e) Very dissatisfied

8.

Are you satisfied with the facilities of the service station like customer waiting room etc., a) Delighted d) Some what dissatisfied b) Very satisfied e) Very dissatisfied [ c) Satisfied ]

9.

Are the services being attended correctly to the relevant complaint [ ] a) Delighted b) No [ c) Satisfied ]

10.

Are you satisfied with the quality of washing a) Delighted b) Very satisfied

d) Some what dissatisfied e) Very dissatisfied 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.[ a) Delighted b) Very satisfied c) Satisfied ]

d) Some what dissatisfied e) Very dissatisfied 12. Are you satisfied with the explanation if job done and bill at the time of delivery a) Delighted b) Very satisfied [ c) satisfied ]

d) Some what dissatisfied e) Very dissatisfied 13. Do you feel labour and spare parts charge reasonable [ ]

a) Delighted

b) Very satisfied

c) Satisfied

d) Some what dissatisfied e) Very dissatisfied 14. Are you receiving our service reminders regularly a) Yes b) No [ ]

15.

Are you satisfied with the overall performance of the workshop[ a) Delighted d) Some what dissatisfied b) Very satisfied e) Very dissatisfied c) Satisfied

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