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Vijay Kumar Synopsis

This document provides an introduction and outline for a study on customer satisfaction and service analysis of TVS Motors Pvt Ltd in Bangalore. The study aims to understand customer satisfaction levels, problems faced, post-sales service performance, and customer attitudes. It will use surveys and interviews of 60 customers to collect primary data and analyze satisfaction levels. The findings will provide suggestions to improve customer satisfaction and service quality.

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Swapna Swapna
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101 views6 pages

Vijay Kumar Synopsis

This document provides an introduction and outline for a study on customer satisfaction and service analysis of TVS Motors Pvt Ltd in Bangalore. The study aims to understand customer satisfaction levels, problems faced, post-sales service performance, and customer attitudes. It will use surveys and interviews of 60 customers to collect primary data and analyze satisfaction levels. The findings will provide suggestions to improve customer satisfaction and service quality.

Uploaded by

Swapna Swapna
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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A STUDY ON

“CUSTOMER STATISFICATION AND SERVICE ANALYSIS OF TVS


MOTORS PVT LTD, BANGALORE”
Synopsis submitted in partial fulfilment of the requirements for the award of the Degree of

MASTER OF BUSINESS ADMINISTRATION


OF BANGALORE UNIVERSITY

Submitted
By
Mr. VIJAY KUMAR K P
Reg. No: 18AUCMD045
Under the Guidance of
Dr. A B. NAGARAJU Mcom, Mphil, Phd.
Associate professor

DEPT. OF COMMERCE AND MANAGEMENT

GOVERNMENT FIRST GRADE COLLEGE


HAMPINAGARA, VIJAYANAGARA, BANGALORE.

2019-2020
INTRODUCTION

Costumer Satisfaction is a person’s feelings of pleasure or disappointment resulting from


comparing a product’s perceived performance in relation to his/her expectations. Whether the
buyer is satisfied after purchase depends on the offer’s performance in relation to the buyer’s
expectations. If the performance falls short of the expectations, the customer is satisfied.
If the performance exceeds expectations the customer is highly satisfied or delighted. A
company would be wise to measure customer satisfaction regularly because one key to customer
retention is customer satisfaction. A highly satisfied customer generally stays loyal longer, buys
more as the company introduces new products and upgrades existing products, talks favorably
about the company and its products, pays less attention to competing brands and is less sensitive
to price, offers product or services ideas to the company, and costs less to serve than new
customers because transactions are routine.

Ultimately, the company must operate on the philosophy that is trying to deliver a high level of
customer satisfaction subject to delivering acceptable level of satisfaction to the other
stakeholder, given its total resources.
TITLE OF THE STUDY
A STUDY ON CUSTOMER STATISFICATION AND SERVICE ANYALSIS
OF TVS MOTORS PVT LTD AT BANGALORE

OBJECTIVES OF STUDY:-

 To know the customer satisfaction level towards services of TVS motors.


 To know the problems presently faced by the customers at TVS motors.
 To study the post sales service performance.
 To understand customer attitude towards TVS motors.
 To study the customer handling practices prior to sale, during sale and after sale and
assesses the satisfaction levels of customers.
 To offer suggestion for improving the customer satisfaction

SCOPE OF THE STUDY


Before developing business marketing strategies, they must understand what factors influence
buyers' behavior and how they make purchase decision to satisfy their needs and wants. This
study aims towards collecting information about consumers Psychology towards TVS and thus
helping TVS in understanding customer's nature and help in developing strategies which will
thus help them in increasing their business.By this study we came to know how the organization
retaining and sustaining its customer. The main purpose of this project is to study consumers
buying, behavior and develop strategies which help TVS in increasing their market share.

This study helps to understand the satisfactory level of consumers towards the brand. And also
understanding the consumer attitudes and their buying motives by means of company brand
image.

NEED FOR STUDY

There is a need to study efforts put in by the Company, Dealers and Service network to study
the extent to which customers are satisfied with the product, service and allied services etc.
Hence it is proposed to study the Customer Satisfaction levels of TVS Motors Customers
with respect to the product performance, after sales service and other allied services like
finance facility, availability of spares and accessories etc.
RESEARCH METHODOLOGY OF THE STUDY

METHODS OF DATA COLLECTION:

The Data has collected in two ways:

Primary Data:

Primary data are those, which are collected for the first time, and they are original in character.
A suitable combination of Questionnaire techniques, & discussion with the respondents was used
to collect the required Primary data. Primary data gives higher accuracy and facts, which is very
helpful for any research and its findings.

Secondary data: -

Secondary data are those, which are already collected by someone for some purpose and are
available for the present study. Secondary data was collected from the magazines, websites and
other such sources.

 Research approach: Survey method


 Research instrument: Questionnaire
 Contact method: Personal contact
 Data analysis: percentage analysis
 Sampling unit: Customers of Honda two wheelers.
 Sample size: 60
 Sampling method: Convenience sampling method

STATEMENT OF THE PROBLEM

MANAGEMENT PROBLEM:
Through this project, the sales and operation manager want to know the post sales service
performance and to analyze the satisfaction level by the feedback of the customers. To know
the quality of service and improvement to be made in the service provided by TVS.
Research problem:
To find the problems faced by the customers and to know the new area of improvement with
the help of customer feedback.Through this project, the sales and operation manager want to
know the post sales service performance and feedback of the consumers, Organization want
to know the quality of service and improvement to be made in the service provided by TVS
motors

CHAPTER SCHEME:

Chapter I: Introduction
This chapter will introduce the topic of the study and its importance. It gives a
bird’s eye view about the Topic of study, it also provides a background for the
study.

Chapter II: Company Profile


This chapter will deal with the back ground of the organization, and vision and
mission quality policy, and achievement and awards.

Chapter III: SWOT Analysis


Thus, the result derived from the analysis will be validated and an inference can be
drawn from it accordingly.

Chapter VI: Research Design And Methodology


This chapter will deal with the research designs adopted for the study. It includes
the type of research, sampling technique, sample size, data gathering, data sources,
and tools to be used for hypothesis.
Chapter VII: Findings and suggestions
This chapter will deal with the observations, findings that would be arrived after
the study, also the suggestions and recommendations that would be found after
studies are undertaken and conclusion will be given.
References and Bibliography

BOOKS:

AUTHOR TITLE OF NAME OF YEAR OF


THE BOOK PUBLISHER PUBLICATION

MARKET PEARSON 2011


HAWKINS RESEARCH EDUCATION

SUJA.R. NAIRCONSUMER HIMALAYA 2004


BEHAVIOUR PUBLICATION
ASHWATHAPPA ORGANISATION 2015
BEHAVIOUR

PHILIP MARKETING VIKAS 2012


KOTTLER MANAGEMENT PUBLICATION

WEBSITES
www.tvsmotors.com

WWW.tvsvictor.com
www.google.com

Signature of the student signature of the HOD


(VIJAY KUMAR K P)

Signature of the guide

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