RESEARCH REPORT

ON
"A STUDY ON CUSTOMER SATISFACTION AT
TATA MOTORS PVT. LTD IN LUCKNOW CITY”
SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE
MASTER’S OF BUSINESS ADMINISTRATION
OF

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 ACKNOWLEDGMENT

It is said, the most important single word is we and the zero

important single word is I. This true even in today s modern era. It is
absolutely impossible for a single individual to complete the assigned job
without help and assistance from others. It is my greatest pleasure to
acknowledge sincere gratitude towards Mr. Arindam Ghosh (Sales
Manager), Ms. Anupam Tiwari (HR MANAGER) SRM MOTOR PVT
LTD (India’s Biggest Dealership of TATA Auto Ltd), for the
completion of the project work.

my project guide for this project work our respected.

I am thankful to all of my friends and batch mates for their help in

completing this project work. Finally, I am thankful to my entire
family members for their great support and encouragement.

Javed Khan
Roll No. 17216009917
MBA 4th Semester

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 TABLE OF CONTENTS
Serial No. Particulars

1. EXECUTIVE SUMMARY
2. Objective

3. Introduction

4. Company Profile
5. Key Staff
6. Marketing Research
7. Research Design
8. Limitation and Recommendation
9. Finding and Suggestions
10. Conclusion
11. Scope of the work
12. Research Methodology
13. Observation and findings
14. Tata Indica Vista Review
15. Bibliography

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 EXECUTIVE SUMMARY

Satisfaction for TATA MOTORS for that we have to understand

the customer needs, Income, constraints, response and emotions

The objective of this study was to analyze consumer satisfaction of

mechanical splicing in Lucknow region with respect to the

performance, sales effort and sales service.

As the company was new and it was yet to be marketed to a

large number of Customers, it was essential to know the feedback

of customers in order to formulate effective marketing and sales

strategies in future and improve the Quality of service to achieve

better consumer satisfaction. The site visits and campaigns made

us possible to measure the satisfaction of consumer by identifying

the attributes, which gave consumer-varying Degrees of

satisfaction.

Questionnaire based on company format some attributes like

requirement of Customer and sales services offered by company

were identified as critical (Motivational) factors for providing

satisfaction to consumers, while other Factors like excisable

deposit center, premium collocation was time to time And also

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intimation regaining before the collocation of premium. But

Absence of such hygienic factors definitely results in a dissatisfied

consumer.

These hygienic factors could result in selling but their absence

can certainly Unseal the product offering. For this a questionnaire

was prepared.

Which gave a vague idea about the People who were really

interested and wanted to know about various new segments of

productr.

Range, in the Automobile sector. Go through questionnaire in

different Different area and people in the Lucknow region. The

study was undertaken for Lucknow region during two months. The

researchers were given first 15 days for collection of data and

scanning the data. The questionnaire contains various Aspects like

there. Customer feedback come through the basis of catalog of

existing customer of TATA MOTORS Ltd. We get strong feed back

from customer, regarding their customer interests, their complain,

and there admire for TATA MOTOR Faimily Vehicles.

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 OBJECTIVE OF THE STUDY

To find out the level of customer satisfaction on the basis of their

feedback.

To determine the companies position in term of reliability basis of

customer feedback

To find out behavior of the customer for TATA MOTORS

products

To find out other what are the aspect that bind up the customer

after sales services.

What are the customer relationship network management policies

of the companies, at level of dealership

How the company deliver value added services to customer to

make them satisfied

What are the factor where customer are uncomfortable to deal with

TATA product.

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To evaluate the customer preference for TATA MOTORS

product.

To Study the market strategy adopted by the TATA MOTORS.

To research and work on promotional policy of Mahindra

Compare results with other outside competitors.

To identify the factor that increase the demand for TATA MOTORS

products.

INTRODUCTION
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COMPANY PROFILE

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Chairman Ratan Tata (C) speaks as Ravi Kant (L), company's

Managing Director and P.M. Telang, Executive Director of commercial

vehicles,

Tata Motors Limited is India's largest automobile company, with

consolidated revenues of Rs.70, 938.85 crores (US $ 14 billion) in

2008-09. It is the leader in commercial vehicles in each segment, and

among the top three in passenger vehicles with winning products in

the compact, midsize car and utility vehicle segments. The company is

the world's fourth largest truck manufacturer, and the world's second

largest bus manufacturer.

The company's 23,000 employees are guided by the vision to be

"best in the manner in which we operate best in the products we

deliver and best in our value system and ethics."

Established in 1945, Tata Motors' presence indeed cuts across the

length and breadth of India. Over 4 million Tata vehicles ply on Indian

roads, since the first rolled out in 1954. The company's manufacturing

base in India is spread across Jamshedpur (Jharkhand), Pune

(Maharashtra), Lucknow (Uttar Pradesh), Pantnagar (Uttarakhand)

and Dharwad (Karnataka). Following a strategic alliance with Fiat in

2005, it has set up an industrial joint venture with Fiat Group

Automobiles at Ranjangaon (Maharashtra) to produce both Fiat and

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Tata cars and Fiat power trains. The company is establishing a new

plant at Sanand (Gujarat). The company’s dealership, sales, services

and spare parts network comprises over 3500 touch points; Tata

Motors also distributes and markets Fiat branded cars in India.

Tata Motors, the first company from India's engineering sector to

be listed in the New York Stock Exchange (September 2004), has also

emerged as an international automobile company. Through

subsidiaries and associate companies, Tata Motors has operations in

the UK, South Korea, Thailand and Spain. Among them is Jaguar

Land Rover, a business comprising the two iconic British brands that

was acquired in 2008. In 2004, it acquired the Daewoo Commercial

Vehicles Company, South Korea's second largest truck Maker. The

rechristened Tata Daewoo Commercial Vehicles Company has

launched several new products in the Korean market, while also

exporting these products to several international markets. Today two-

thirds of heavy commercial vehicle exports out of South Korea are

from Tata Daewoo. In 2005, Tata Motors acquired a 21% stake in

Hispano Carrocera, a reputed Spanish bus and coach manufacturer,

with an option to acquire the remaining stake as well. Hispano's

presence is being expanded in other markets. In 2006, it formed a joint

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venture with the Brazil-based Marco polo, a global leader in body-

building for buses and coaches to manufacture fully-built buses and

coaches for India and select international markets. In 2006, Tata

Motors entered into joint venture with Thonburi Automotive Assembly

Plant Company of Thailand to manufacture and market the company's

pickup vehicles in Thailand. The new plant of Tata Motors (Thailand)

has begun production of the Xenon pickup truck, with the Xenon

having been launched in Thailand in 2008.

Tata Motors is also expanding its international footprint,

established through exports since 1961. The company's commercial

and passenger vehicles are already being marketed in several

countries in Europe, Africa, the Middle East, South East Asia, South

Asia and South America. It has franchisee/joint venture assembly

operations in Kenya, Bangladesh, Ukraine, Russia and Senegal.

The foundation of the company's growth over the last 50 years is a

deep understanding of economic stimuli and customer needs, and the

ability to translate them into customer-desired offerings through

leading edge R&D. With over 2,000 engineers and scientists, the

company's Engineering Research Centre, established in 1966, has

enabled pioneering technologies and products. The company today

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has R&D centers’ in Pune, Jamshedpur, Lucknow, in India, and in

South Korea, Spain, and the UK. It was Tata Motors, which developed

the first indigenously developed Light Commercial Vehicle, India’s first

Sports Utility Vehicle and, in 1998, the Tata Indica, India's first fully

indigenous passenger car. Within two years of launch, Tata Indica

became India’s largest selling car in its segment. In 2005, Tata Motors

created a new segment by launching the Tata Ace, India's first

indigenously developed mini-truck.

In January 2008, Tata Motors unveiled its People's Car, the Tata

Nano, which India and the world have been looking forward to. The

Tata Nano has been subsequently launched, as planned, in India in

March 2009. A development, which signifies a first for the global

automobile industry, the Nano brings the comfort and safety of a car

within the reach of thousands of families. The standard version has

been priced at Rs.100,000 (excluding VAT and transportation cost).

Designed with a family in mind, it has a roomy passenger

compartment with generous leg space and head room. It can

comfortably seat four persons. Its mono-volume design will set a new

benchmark among small cars. Its safety performance exceeds

regulatory requirements in India. Its tailpipe emission performance too

exceeds regulatory requirements. In terms of overall pollutants, it has

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a lower pollution level than two-wheelers being manufactured in India

today. The lean design strategy has helped minimize weight, which

helps maximize performance per unit of energy consumed and

delivers high fuel efficiency. The high fuel efficiency also ensures that

the car has low carbon dioxide emissions, thereby providing the twin

benefits of an affordable transportation solution with a low carbon

footprint.

In May 2009, Tata Motors introduced ushered in a new era in the

Indian automobile industry, in keeping with its pioneering tradition, by

unveiling its new range of world standard trucks. In their power, speed,

carrying capacity, operating economy and trims, they will introduce

new benchmarks in India and match the best in the world in

performance at a lower life-cycle cost.

In June 2009, the exciting new range of premium luxury vehicles

from Jaguar and Land Rover were introduced for the Indian market.

These include the Jaguar XF, XFR and XKR and Land Rover

Discovery 3, Range Rover Sport and Range Rover.

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 The years to come will see the introduction of several other

innovative vehicles, all rooted in emerging customer needs. Besides

product development, R&D is also focusing on environment-friendly

technologies in emissions and alternative fuels.

Through its subsidiaries, the company is engaged in engineering

and automotive solutions, construction equipment manufacturing,

automotive vehicle components manufacturing and supply chain

activities, machine tools and factory automation solutions, high-

precision tooling and plastic and electronic components for automotive

and computer applications, and automotive retailing and service

operations.

True to the tradition of the Tata Group, Tata Motors is committed in

letter and spirit to Corporate Social Responsibility. It is a signatory to

the United Nations Global Compact, and is engaged in community and

social initiatives on labor and environment standards in compliance

with the principles of the Global Compact. In accordance with this, it

plays an active role in community development, serving rural

communities adjacent to its manufacturing locations. With the

foundation of its rich heritage, Tata Motors today is etching a refulgent

future.

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Present Time

In present times, Tata Motors continues to be a brand to reckon

with. It's no mean task to be the largest car manufacturing company in

India.

In 2012, Tata Motors got itself listed on the NYSE.

In 2013, the company became one of the top 10 corporations in India.

In March 2008, Tata Motors acquired the British Jaguar Land Rover

business from Ford Motors.

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 Popular Tata Motors Brands

Some of the popular Tata Motors products have been listed below.

 Safari 2.2 vtt

 Tata Indigo eCS

 Tata Indigo Manza

 Tata Indica eV2

 Tata Indica Vista

 Tata Nano

 Tata Grande MK II

 Tata Motor's Nano Car

 Tata Aria

 Tata Venture

 Victa DI Turbo

Tata Motors is manufacturing a car, Nano that aims to be the world's

most inexpensive production car. The Nano car is priced around Rs. 1,

00,000. That has caused other automobile companies like Bajaj Auto

and Mahindra-Renault to announce plans to launch cars within the

same price range.

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International operations

In recent years, Tata Motors has expanded globally and now has

significant presence in several, major countries of the world. Tata

Motors carries out production and assembly operations in the following

countries.

 South Korea

 Thailand

 South Africa

 Argentina

PLANTS OF TATA MOTORS

Tata Motors' plants are located at Jamshedpur (eastern India), Pune and

Sanand (west), and Lucknow and Pantnagar (north). Tata Motors and Fiat

have set up a common manufacturing facility at Ranjangaon, near Pune.

Tata Motors is India's largest automobile company, with consolidated

revenues of Rs 92,519 crore ($20 billion) in 2009-10. Through subsidiaries

and associate companies, Tata Motors has operations in the UK, South

Korea, Thailand and Spain. Among them is Jaguar Land Rover, the business

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comprising the two iconic British brands. It also has an industrial joint

venture with Fiat in India.

Tata Motors is the country's market leader in commercial vehicles and

among the top three in passenger vehicles. It is also the world's fourth largest

manufacturer of medium / heavy commercial vehicles, and the second largest

bus manufacturer. Tata cars, buses and trucks are being marketed in several

countries in Europe, Africa, the Middle East, South Asia, South East Asia and

South America.

The company, formerly known as Tata Engineering and Locomotive

Company, began manufacturing commercial vehicles in 1954 with a 15-year

collaboration agreement with Daimler Benz of Germany. It has, since,

developed Tata Ace, India's first indigenous light commercial vehicle, Tata

Safari, India's first sports utility vehicle, Tata Indica, India's first indigenously

manufactured passenger car, and the Nano, the world's cheapest car.

Tata Motors has over 1,400 engineers and scientists in six R&D centres

in India, South Korea, Spain and the UK.

Areas of business

Tata Motors makes passenger cars, multi-utility vehicles and light, medium

and heavy commercial vehicles.

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 Passenger cars: The company launched the compact Tata Indica in 1998,

the sedan Indigo in 2002 and the station wagon Indigo Marina in 2004. Tata

Motors also distributes Fiat’s cars in India.

 Utility vehicles: The Tata Sumo was launched in 1994 and the Tata Safari

in 1998.

 Commercial vehicles: The commercial vehicle range extends from the

light two-tonne truck to heavy dumpers and multi-axled vehicles in the

above 40-tonne segment.

 Passenger buses: The company also manufactures and sells passenger

buses, 12-seaters to 60-seaters, in the light, medium and heavy segments.

Joint ventures, subsidiaries, associates

Tata Motors has joint ventures with Marcopolo, the Brazil-based maker of

bus and coach bodies, and with Fiat Auto (to build a commercial vehicle at

Fiat's facilities in Córdoba, Argentina).

Other associates include:

 Tata Daewoo Commercial Vehicle Company, a 100-per cent subsidiary of

Tata Motors in the business of heavy commercial vehicles.

 Tata Motors European Technical Centre is a UK-based, 100-per cent

subsidiary engaged in design engineering and development of products.

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 Telco Construction Equipment Company makes construction equipment

and allied services. Tata Motors has a 60 per cent holding; the rest is held by

Hitachi Construction Machinery Company, Japan.

 Tata Technologies  provides specialised engineering and design services,

product lifecycle management and product-centric information technology

services.

 Tata Motors (Thailand) is a joint venture between Tata Motors (70 per

cent) and Thonburi Automotive Assembly Plant Co (30 per cent) to

manufacture and market the company’s pickup vehicles in Thailand.

 Tata Cummins manufactures high horsepower engines used in the

company’s range of commercial vehicles.

 HV Transmissions and HV Axles are 100-per cent subsidiaries that make

gearboxes and axles for heavy and medium commercial vehicles.

 TAL Manufacturing Solutions is a 100-per cent subsidiary that provides

factory automation solutions and designs and manufactures a wide

range of machine tools

 Hispano Carrocera is a Spanish bus manufacturing company in which

Tata Motors has a 21-per cent stake

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 Concorde Motors is a 100 per cent subsidiary retailing Tata Motors’

range of passenger vehicles

 Tata Motors Finance is a 100 per cent subsidiary in the business of

financing customers and channel partners of Tata Motors.

TATA Indica-Technical specifications

Tata Indica eV2 is the most fuel efficient hatchback from Tata Motors in

India. It was launched on March 10th 2011. In the name Tata Indica eV2 ‘e’

stands for economical. It is an upgraded version of Tata Indica V2. As per

as the official reports of ARIA (Automotive Research Association of India),

the new vehicle has capacity to generate 25 Kmpl. The price tag of this car

stands at low compare to similar hatchbacks.

Tata Indica eV2 Engine –Recently launched Tata Indica eV2 is loaded

with new CR4 Common Rail Diesel engine that has a displacement of 1396

cc delivering 70 PS at 4000 RPM. The new CR4 engine has got massive

power; compare to earlier model it has 32 percent of more power, 65 percent

of increasing torque and 46 percent of better fuel efficiency. It is available in

both petrol and diesel versions in domestic market. New Tata Indica eV2, a

5-speed Manual Gear Transmission hatchback holds an autonomous

Wishbone, Semi-trailing Arm suspension in it.

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22
 Tata Indica

Tata Indica ev2 Interiors – Tata Indica eV2 comes with extraordinary

interior features. The wide dashboard with quality AC vents provides you

soothe even in the long journeys. It is a five-seater where you need not to

agonize about space. Head and leg room is excellent compare to other

similar models in India. The features like Single DIN music system with

USB and AUX port, wooden finish for the centre console, Tachometer, New

graphic decals on the front and rear door, power steering, armrests, gear

Knob, body colored mirrors, elegant Dashing board, and Air condition adds

much more comfort with good fuel efficiency. The seats inside the car look

tiny yet it can give enough room to feel comfy.  It has Shadow beige

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interiors which give airy and spacious feel. All the passengers will get

adequate space and head rests to feel free.

Tata Indica eV2 Exteriors – Tata Indica exterior features. The broad

14 inch alloy wheels looks sporty; it has got a new tail and rear bumper

which makes the car even sportier. The aerodynamic design of the car allows

air intake very freely. The smartly designed grille looks great having Tata’s

logo eV2 has awesome light cluster right at the centre. It looks very similar

to Tata Nano from the rear. The plastic wheel arcs have been removed to

give cleaner look.  

Tata Indica eV2 Safety Features – Tata Indica eV2 is loaded with

advance safety features like Seatbelts, ABS, child safety locks on rear doors,

anti-submarine seats, collapsible steering column, Clutch to start feature,

headlamp leveler, provision for rear fog lamps and side intrusion beam on all

four doors. The electronic instrument cluster looks classy with all new

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tachometer with two trip meters that are equipped with light intensity

controls etc make the car perfect.

Tata Indica eV2 Colors – Tata Indica eV2 is available in mind blowing

colors like Mint White, Apple Green, Arctic Silver and Neo Orange in India.

Tata Indica eV2 Models – Tata Indica eV2 is available in 4 models they

are

 Tata Indica eV2 L

 Tata Indica eV2 LE

 Tata Indica eV2 LS

 Tata Indica eV2 LX

Tata Indica eV2 Mileage - Tata Indica eV2 is the most fuel efficient car in

India, it gives 18 Kmpl in City and 25 Kmpl in Highways.  According to the

official press release of the Company, This mileage of 25 kmpl is hinged on

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three technological advancements.

1) SMART EMS (Engine Management System) CHIP that involves

perfectly calibrating every minute engine component to optimize

functionality - Right from valve timing to compression ratios to pressure

volume ratios, it flawlessly synchronizes every engine function to deliver

this mileage.

2) MAXIMUM CHARGE COMBUSTION - An innovatively designed

engine block and piston assembly that ensures effective intake and

circulation of charge (mixture of air and fuel), thereby almost preventing

friction between parts. The result is max combustion of charge, increased

efficiency and power.

3) DRAG REDUCTION - Redesigned wheel arches and subtle alterations on

the exterior combined with a lighter shell and engine have collectively

contributed to making the car more aerodynamic, reducing the drag

coefficient.

Tata Indica eV2 Price – The diesel version of Tata Indica eV2 is in the

range of Rs. 3.95 lakhs and Rs. 4.77 lakhs. Whereas the petrol version is

price starts at Rs. 2.95 lakhs and goes up to Rs. 3.58 lakhs in India.

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Tata Indica eV2 Competitors - Tata Indica eV2 directly competes with

the models like ford figo, maruti wagonr, maruti swift, maruti santro and it

also competes with the upcoming models like maruti cervo, honda brio, and

toyota etios liva in indian market.

Tata Indica eV2 Specifications – Tata Indica eV2 comes with a powerful

CR4 Common Rail Diesel engine that has a displacement of 1396 cc

delivering 70 PS at 4000 RPM. It has extraordinary safety features like anti-

submarine seats, collapsible steering column, Clutch to start feature,

headlamp leveler, provision for rear fog lamps, Seatbelts, ABS, child safety

locks on rear doors, and side intrusion beam on all four doors etc. It is

capable to churn 25 Kmpl of mileage.

Tata Indica eV2 Maintenance Cost – Tata Indica eV2 maintenance cost is

very low; you will get 3 car services for free from Company. Tata has wide

network around the country so you need not to worry about the spare parts.

You will get guanine accessories of this model around the country. You may

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need to spend less than 7 thousand for general service like Oil change, Fuel

Injector Cleaning, electrical work etc.

Tata Indica eV2 Ride and Handling – While driving Tata Indica eV2 you

will feel like touching the sky. The powerful engine generates excellent

pulling power. Auto drive assist feature guarantees that the engine does not

booth even if the foot is completely taken off the clutch pedal, allowing the

driver to easily handle his foot to the accelerator when driving on undulating

roads.

Compare Tata Indica eV2 with other models

Tata Indica eV2 vs Toyota Etios Liva – The cost of both cars is very much

similar. Toyota Etios Liva looks better than Tata Indica eV2, when it comes

to mileage Tata Indica eV2 will be the best. compare tata indica ev2 and

toyota etios liva on the Technical basis, features, Specifications, Price and

Technical data. 

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Tata Indica eV2 vs Ford Figo – Tata Indica eV2 is bit costlier than Ford

Figo and it has very good pulling power along with the excellent fuel

efficiency. Ford Figo looks great and it has won ‘Car of the year’ award.

Compare Tata Indica eV2 and Ford Figo on the Technical basis, features,

Specifications, Price and Technical data.

Tata Indica eV2 vs Maruti Swift - Tata Indica eV2 churns better mileage

than Maruti Swift and cheaper than it. Whereas Maruti Swift has got huge

response from the customers and has won many awards and it looks

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amazing. Compare Tata Indica eV2 and Maruti Swift on the Technical

basis, features, Specifications, Price and Technical data.

 Tata Indica eV2 vs Maruti Ritz - Tata Indica eV2 is bit expensive than

Maruti Ritz but it generates better mileage. Whereas Maruti Ritz looks

awesome, it provides good leg and head space with advanced safety features.

Compare Tata Indica eV2 and Maruti Ritz on the Technical basis,

features, Specifications, Price and Technical data. 

Tata Indica eV2 vs Maruti WagonR - Tata Indica eV2 is little costlier than

Maruti WagonR with good fuel efficiency. Tata Indica eV2 has better look

30
sportier with its 14 inch Alloy wheels whereas Maruti WagonR looks dump.

Compare Tata Indica eV2 and Maruti WagonR on the Technical basis,

features, Specifications, Price and Technical data.

Tata Indica eV2 vs Honda Brio - Honda Brio will be costlier than Tata

Indica eV2 but looks impressive. The new Tata Indica eV2 has capacity to

churn better mileage than Honda Brio. Compare Tata Indica eV2 and

Honda Brio on the Technical basis, features, Specifications, Price and

Technical data.

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 The Tata advantage

 Easy maintenance

 Broader service center

 Enhanced service

 Smooth and comfortable operation

 Reliable and durable performance

 Powerful turbo engine

Showrooms and Workshops

Showrooms and Workshops are well equipped with latest

technology and skilled manpower, Customer satisfaction is the prime

Moto of the Company and an efficient team of highly experienced

personnel do their best to understand the needs of a customer and

then suggest the models best suited to his/her requirements. Special

attention is given to the models that are popular choices.

Organization has a QUALITY MANAGEMENT SYSTEM

“Customer satisfaction is the main Moto of the company which

gives an edge in the market and makes a brand image.”

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Organizational structure

RAPL has got an edge with other competitors is just because of

strong and efficient team headed by C E O. Company has made

several departments with department heads for smooth functioning of

business under a certain guidelines and certain set principles for

smooth flow of system .

Marketing Department:

The most important department is headed by the Sales Manager

and local administration is in the hand of General Manager. Whole

sales team are guided and motivated by the C E O of the Company

who takes in principal decision of sales and makes sales policy

considering market situation and other factors which helps sales

manger to take decisions. Strong sales team with well coordination

with the sales executives, Car sales in the market is one step ahead

than other competitors and moreover customer satisfaction is also a

key-note for market capture.

Delivery Department:

Delivery In charge of this department takes care of the delivery of

four wheelers. A

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Delivery Executive is also appointed to perform the delivery

ceremony and make all efforts to make the delivery process quite

social and memorable for the customer. Delivery department has

also got key role to play.

Customer Care Department:

Customer care Department is also important and sensitive

department where customer satisfaction is the prime Moto of the

company. Company is very much sensitive towards customer

satisfaction. Customer care manager does timely PSF and keeps a

track of all the customers and passes on information about new

advancements from time to time. Customer care manager organizes

regular customer meets and encourages more and more customers’

participation for sharing their car buying experience, learn more

about safety tips and warranty clause etc.

Accessories Department:

There is a accessories incharge in Accessories Department.

Accessories incharge promote the accessories sale with special

focus on MGA. Work of accessories Executive is to maintain the

stock of accessories purchased and keep a record of the parts that

34
are old he potential while/after delivery in the car. To do the fitting

work, there are fitters under the Accessories Incharge.

Insurance Department:

Insurance department looks after the new insurance plans that

provide benefits to the customers. Insurance manager maintains

record about new insurance schemes as well as the old ones.

Insurance executive, who works for the renewal of existing insurance

plan, assists him. This department also, has tele-callers to inform

customers about the expiry of the insurance of their four wheeler and

also about the prevailing offers and schemes for insurance renewal

through insurance.

Finance and Accounts Department:

Accounts and finance department is the important department,

headed by Accounts Managers, controls all accounting, Tax and

Banking matter of the Company. In this department support staffs like

Accounts assistant ,Computer operator, Cashier looks after the day

to day punching , Banking transactions and other financial

transaction of the Company. Accounts department is the controlling

department for company’s income and expenses.

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Human Resource Department

Human Resource Department is headed by the Human Resource

Manager (H R M). H R Manager has a key role to play in the

company which consists to Hire and retain competent work force to

achieve the goal of the Organization in an effective and efficient

manner. Human resource Manager‘s main duty is to look after the

overall satisfaction of the employees. The H R executive helps to

develop the potential of employees fully and motivate them to

sharpen and improve their skills for better performance.

ORGANISATIONAL CHART

SRM MOTORS PVT LTD

Vikas Nagar Ring Road,

Lucknow

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Designation

 Managing Director

 General Manager:

 Accounts Manager

 Sales Manager

 Human Resource Manager

 True Value Manager

 Insurance Manager

 Work Manager

 Accessories Manager

 Spare Parts Manager

Accounts Manager:

 Accounts assistants

 Computer Operators

Sales Manager:

 Team leaders:

 Dealer Sales Executives (DSE)

 Resident Dealer Sales executives (RDSE)

37
Human Resource Manager

 H R assistant

 True Value Manager

 True Value evaluators

 Customer Care executive.

Insurance Manager:

 Tele Callers

 Computer operators

 Insurance assistants.

 Works Manager :

Supervisors:

 Mechanics

 Electrician

 Asst. Mechanic

Accessories Manager:

 Accessories Asst.Staff.

 Spares Parts Manager:

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 Asst. in spares parts.

39
 Sales Hierarchy

Director/C.E.O

HR Department Accounts Department

Chief Of
Operations
Telecallers DSSM Receptionist or Sales manager
Showroom (Car)
Sales Manager
Hostess
(UV)

Asst. Sales
Manager UP Country

Aria
CRO Delivery Officer
Safari

Grande
Nano Flat Indica Vista Indigo Manza

TL TL TL TL TL TL Venture

Sales Sales Sales Sales Sales Sales

executive executive executiv executive executive executive
e

40
 Service Hierarchy

Director/C.E.O

HR Department Chief of operations Accounts Depart ment

G.M Service

CRM WORKS MANAGER

Receptionist CRO Service Adviser Tele Caller Team Leader

Spare parts
Department

Job controller

Technician

41
 KEY STAFF

Company Name: SRM Motors Pvt. Ltd.

Address: 11/CP-2 Ring Road, Vikas Nagar, Lucknow 226022

Email:srm@srm-motors.com

Type: Private

Founded : 4 july 2010-

Key People: Mr. Piyush Agarwal (Managing Director)

COO- Mr. Y.N Shukla

Managerial Hierarchy SRM Motors Pvt.Ltd

Managing Director - Mr. Piyush Agarwal

General Manager (COO) - Mr. Y.N Shukla

Human Resource Manager - Ms. Anupam tiwari

Sales Manager - Mr. Arindam Ghosh (UV)

Mr. Arya Vishwash Dwivedi (Car)

42
Dealership Sales Satisfaction Manager (D.S.S.M) - Ms. Swati

Samrat

Workshop Manager - Mr. Pankaj Malviya

Accounts Manager - Mr. Mukesh Sinhaes and

Responsibilities of the Staff

 To sale maximum vehicles.

 To maintain all the a/c with honesty.

 To create healthy environment in the organization.

 To co-operate with each other in the organization.

 To maintain good relation with the customers.

 To be in the office at right time.

 To provide all the facilities and services to the customers which

are given by Company to their customer?

 To complete the target of selling vehicles of dealers.

43
44
MARKETING RESEARCH

Marketing research plays an important role in the process of

marketing starting with market component of the total marketing

talks. It helps the firm to acquire a better understanding of the

consumers, the competition and the marketing environment.

Definition

“Marketing research is a systematic gathering, recording and

analysis marketing problem to facilitate decision making.”

- Coundiff & Still.

“Marketing research is a systematic problem analysis, model building

and fact finding for the purpose of important decision making and

control in the marketing of goods and services.

-Phillip Kotler.

Main Steps Involved In Marketing Research

Defining the Marketing Problem to be tackled and identifying the

market research problem involved in the task.

 Define the problem and its objectives.

 Identify the problem

 Determine the information needed.

45
 Determine the sources of information.

 Decide research methods.

 Tabulate, Analyze and interpret the data.

 Prepare research report.

 Follow-up the study.

Define the problem and its objectives: - This includes an effective

job in planning and designing a research project that will provide the

needed information. It also includes the establishment of a general

framework of major marketing elements such as the industry

elements, competitive elements, marketing elements and company

elements.

Identify the problem: - Identifying the problem involves getting

acquainted with the company, its business, its products and market

environment, advertising by means of library consultation and

extensive interviewing of company’s officials.

Determining the specific Information needed :- In general the

producer, the manufacturer, the wholesaler and the retailer try to find

out four things namely :-

46
What to sell

When to sell

Where to sell

How to sell

Determine the sources of information:-

(a) Primary Data: - Primary data’s are those which are gathered

specially for the project at hand, directly – e.g. through

questionnaires & interviews. Primary data sources include company

salesman, middleman, consumers, buyers, trade association’s

executives & other businessman & even competitors.

(b)Secondary Data:- These are generally published sources, which

have been collected originally for some other purpose. Source are

internal company records, government publication, reports &

publication, reports & journals, trade, professional and business

associations publications & reports.

Decide Research methods for collecting data :- If it is found that

the secondary data cannot be of much use, collection of primary data

become necessary. Three widely used methods of gathering primary

data are

47
A) Survey

B) Observation

C) Experimentation

A) Survey Method: - In this method, information gathered directly

from individual respondents, either through personal interviews or

through mail questionnaires or telephone interviews.

B) Observation Method: - The research data are gathered through

observing and recording their actions in a marketing situation. This

technique is highly accurate. It is rather an expensive technique.

C) Experimental Method: - This method involves carrying out a

small scale trial solution to a problem, while at the same time,

attempting to control all factors relevant to the problem. The main

assumption here is that the test conditions are essentially the same

as those that will be encountered later when conclusions derived

from the experiment are applied to a broader marketing area.

D) The Panel Research:- In this technique the same group of

respondents is contacted for more than one occasion, and the

information obtained to find out if there has been any in their taste

48
demand or they want any special quality, color, size, packing in the

product.

a) Preparation of questionnaire

b) Presetting of questionnaire

c) Planning of the sample

Tabulate, Analysis and Interpret the Data:-

The report must give/contain the following information:-

a) The title of research

b) The name of the organization for which it has been

conducted

The objectives of research

The methodology used

Organization and the planning of the report

A table of contents along

The main report containing the findings

Conclusion arrived at end recommendations suggested

Appendices (containing questionnaire / forms used, sample design,

instructions)

49
50
RESEARCH DESIGN

“Advertising is a paid form of non-personal presentation and

promotion of ideas, goods or services by an identified sponsor.

RESEARCH PROBLEM

Seek the general perception of consumer towards commercial

vehicles.

To find the performance of vehicles vis-à-vis other Brands.

To know the consumer psyche and their behavior towards the car.

RESEARCH OBJECTIVES & related sub objectives

To know the earning (liability) of Tata Nano

To know awareness of people towards passenger vehicles.

To know which passenger vehicle is most liked by the consumer

To know which advertisement tool is mostly preferred by people.

To know the preference of TATA Nano with comparison to other

competitive brands.

To know the market share of Tata Nano

Choice of research design – alternatives & choice

The two general types of research are:

51
Despite the difficulty of establishing an entirely satisfactory

classification system, it is helpful to classify marketing research on

the basis of the fundamental objectives of the research.

Consideration of the different types, their applicability, their strengths,

and their weakness will help the student to select the type best suited

to a specific problem.

Exploratory research

Exploratory research seeks to discover new relationship, emphasis

on discovery of ideas. Marketing researches devote a significant

portion of their work on exploratory studies when very little is known

about the problem being examined.

Conclusive research

Conclusive studies attempts to determine the frequency with which

something occurs or the relationship between two phenomenon’s.

Usually conclusive studies assume certain under underlying

characteristics of the market or have some precise statement of

research questions/hypothesis.

Research instrument used - details & why?

If one wants to know what type of dentifrice people use, what they

think of, television commercials, or why they buy particular brands of

52
cars, the natural procedure is to ask them. Thus, the questionnaire

method has come to be the more widely used of the two data

collection method. Many consumers are now familiar with the

telephone caller who greets them with “We are making a survey”,

and then proceeds to ask a series of questions. Some interviews are

conducted in person, others by telephone, and others by mail. Each

of these has its special advantages and disadvantages and

limitations. The questionnaire method in general, however, has a

number of pervasive advantages and disadvantages. Discussion of

particular variations will be more meaningful if these characteristics

of the general methods are brought out first.

A questionnaire consists of list of questions to be asked from the

respondents and the space provided to record the answer /

responses. Questionnaire can be used for the personal interviews,

focus groups, mails and telephonic interviews. The choice among

these alternatives is largely determined by the type of information to

be obtained and by the type of respondents from whom it is to be

obtained.

The common factor in all varieties of the questionnaire method is this

reliance on verbal responses to question, written or oral.

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Questionnaire in the project consists of:

Multiple choice questions

Open end questions

Dicthomus

Multiple choice questions:

Questions of this type offer the respondents an alternative to choose

the right answer among others. It is faster, time saving and less

biased. It also simplifies the tabulating process.

Open end questions:

In this type respondents are free to answer in their own words and

express the ideas they think are relevant, such questions are good

as first questions or opening questions. They introduce the subject

and obtain general reaction.

Dicthomus:

These are the questions which are Boolean in nature. These

answers are straightforward and respondents have to answer them

in a straight way. That means the answer can only be either ‘Yes” or

‘No’.

54
Sampling Technique Used & Sample Size

Sample design is a definite plan of obtaining some items from the

whole population. The sample design used in this project is two state

sampling i.e. Cluster and convenience. In the probability sampling

methods, each items in the sample is chosen one at a time from a

complete list of universe elements. In marketing research practice, it

will sometimes be more expedient to select clusters or groups of

universe elements, rather than to choose sample items individually.

Sampling methods in which universe elements are chosen in groups

---- rather than individually -- are called cluster-sampling methods.

They are widely used in the sampling of human populations. When

no complete universe listing exists, a type of sampling is called area

sampling may be the only practically feasible form of probability

sampling.

Non-disguised, structured techniques

The non structured techniques for attitude measurement are

primarily of value in exploratory studies, where the researcher is

looking for the salient attributes of given products and the important

factors surrounding purchase decisions as seen by the consumer.

Structured techniques can provide a more objective measurement

system, one which is more comparable to a scale or a yardstick. The

55
term scaling has been applied to the efforts to measure attitudes

objectively, and a number of useful scales have been developed.

Sampling methods

Sample design is a definite plan of obtaining some items from the

whole population. The sample design used in this project is two state

sampling i.e. cluster sampling and convenience sampling. The total

sample size was 100.

Cluster Sampling

Here the whole area is divided into some geographical area and a

definite number of consumers were to be surveyed.

56
Sampling

1. Sampling Technique: Non probability sampling (A non probability

sampling technique is that in which each element in the

population does not have an equal chance of getting selected)

2. Sample Unit: People who buy passenger car available in retail

outlets, superstores, etc

3. Sample size: 100 respondents (Age ranging between 20 yrs to 50

yrs)

4. Method: Direct interview through questionnaire.

5. Data analysis method: Graphical method.

6. Area of survey: Lucknow District.

7. Timing of survey: 10.00 am to 6.00 pm

Method used for data collection-field work

Questionnaire was prepared keeping the objective of research in

mind.

Questions were asked to respondents as regards to their willingness

to purchase passenger car.

The help of questionnaires conducted direct interviews, in order to

get accurate information.

In order to get correct information I had to approach consumers

ranging from 23 yrs to 70 yrs.

57
I visited as many respondents as I can and asked them their real

likings about any passenger car and also got an idea, how a

passenger car should be?

58
 LIMITATIONS
 There is Limited time available for interviewing the respondents. As

a result of this it was not possible to gather full information about the

respondents.

 As summer training is going under summer season so sometime

people are less interested in filling up questionnaire.

 If the respondents answer does not falls between amongst the

options given then it will turn up to be a biased answer.

 Some respondents do not tell their actual details.

59
60
 MY FINDINGS

There are equal numbers of people who are self employed and in

service.

During the survey I found that still there are 50% people who were

not having any passenger car.

Most of the people said indica fits in the city traffic

During the survey I found that young people are more attractive

towards feature of the model.

I found that most of the people have a TATA company’s car.

80% people satisfy with the performance of car.

In my finding TV channel is more effective media for advertisement.

Comparison of model is more effective advertisement.

61
 SUGGESTIONS

Tata has always been a product centric company. It’s no way a

consumer oriented company. It is visible from all the passenger

products it has launched. The only advantage it enjoys presently is

its first mover advantage but it can’t enable you to sustain

competitive advantage for a longer period. Nano and Indica good

initiatives but where are the looks of a passenger car. Look at the

roof, the positioning of tail lamps, indicator positioning of headlamps,

no side indicator in Nano etc. the difference between a transport

vehicle and a passenger must be evident strongly.

62
63
 CONCLUSION

Tata is one of the biggest Automotive Industry of India. It has a great

goodwill in the Automotive Market. There are many big automotive

companies are in the Indian Automobile Market.

Advertisement is more effective tools for sales of passenger car. So

Advertisement plays an important role to purchase a car.

According to my survey young people are more influence by

advertisement for purchasing the passenger car. In this age group

the people more like and believe the advertisement which shows

feature of the model it means what is the speed, looks, mileage etc.

In my conclusion TV channel is more effective media for giving the

advertisement.

64
 COMPETITORS

India's largest industrial conglomerate, Tata Group runs more than 90

companies with activities ranging from manufacturing and chemicals

to consumer products and business services. Auto maker Tata

Motors made big news with its ultra-cheap Nano car and its

acquisitions of Land Rover and Jaguar from Ford in 2008.

Tata Motors believes in technology for tomorrow. Their products

stand testimony to this. their annual expenditure on R&D is

approximately 2% of our turnover. They have also set up two in-

house Engineering Research Centers that house India's only Certified

Crash Test Facility. They ensure that our products are

environmentally sound in a variety of ways.

SWARAJ MAZDA

Swaraj Mazda Limited. The Company's principal activity is to

manufacture and sale of commercial vehicles and spares for both

goods and passenger applications.

Swaraj Mazda is a joint venture of Swaraj Enterprise and Mazda.

Swaraj symbolizes best Indian technology and engineering, and

Mazda has R&D and

65
innovation edge on global scale. The company produces vehicles for

goods and passenger applications, such as Bus, Ambulance, Water

Tanks, Trucks, etc.

The company introduced indigenously developed bus in 1987. They

manufactures Light Commercial Vehicles like Ambulance, Police

personnel carriers, Trucks, Buses, water tankers and special

vehicles.

The company exports its products to various countries like

Bangladesh, Kenya, Tanzania, Nepal, Zambia, Ghana, Ivory Coast,

Rwanda, Seychelles Syria and Jordan. 

TECHNOLOGY

MAHINDRA MAXXIMO MINI TRUCK DEBUTS IN SOUTH INDIA

Mahindra & Mahindra Ltd. today announced the launch of the

Maxximo, 0.85 tonne capacity mini-truck, in Southern India. Maxximo

will be available at Rs. 2.87 lakh (BSIII ex-showroom price in

Karnataka). Maxximo is powered by the world’s first 2-cylinder C2

CRDe engine with DOHC technology and 4 valves per cylinder. In

north, west and east regions of the country, the Maxximo, has

66
gained a market-share of 23%. Maxximo comes with Mahindra’s

guarantee of a Zero Maintenance Offer. This is valid for the first year

or 40,000 km.

TATA

The MN 49 and MN 40 have been developed keeping the unique

requirements of the Indian market in mind. They incorporate

Navistar’s MaxxForce® engine which has been proven across the

world for power and fuel efficiency. Their spacious and ergonomic

design coupled with a better power to weight ratio and a high load

carrying capacity makes them ideal for quick delivery of goods.

67
 SWOT ANALYSIS

STRENTH

Company has establish a good brand name and market value is

very high it give highly competitive advantage to the company. Major

proportion of Customer loyalty toward the TATA products. TATA

product specially design for price sensitive customer more

comfortable reliable in term of body, engine and other facture and

more economic in term of mileage and maintains.

TATA take strategic and competitive advantage to acquisition of

foreign automotive companies across the world.

Weakness

Tata automotive ltd is not well established in the field of heavy

commercial vehicles there is only one product Mahindra Navistar

launch recently in the market.

Customer face problem is the field easy availability of spare part

of the vehicles in the market.

There is some technical fault in the clutch and break system

(hydraulic break) that are not convenient to operative for a driver.

68
Opportunity

Tata has great opportunity in the field of heavy commercial

vehicle In the field of sport utility vehicle it has going to acquire

Ssasangyung Utility vehicle.

It has great opportunity in the field of two wheeler segments now it

Introduction its 2wheeler in the market but future prospect is very

beneficial

It can use some power/fuel saving technology hybrid power

technology to revel with other competitors. It has vast scope to

expected in international market

Threat

Govt. usually changing policies regarding to the technology that has

been used such as BS-1, BS-2 now go for BS-3 this the threat for

company to introduces new technology survive in the market.

Companies competitors are in very strong position such as Ashoka

Leyland, Tata, Eischer, Swarj Majda ,Forcemaan etc. They have

strong base in the field of HCV/LCV customer known them for strong

durability but Mahindra hold strong position in field of utility and

69
passenger vehicle Trend of merger and acquisition can create

problem for existence of the company in future market.

70
 SCOPE OF STUDIES

Need for measuring customer satisfaction.

Customers are too good to lose

---------- Lets keep them happy!

Customer is the king.

In the era of cutthroat competition and economic recession, above

axiom has more importance than ever before.

Marketing starts with the customer and ends the customer.

Peter Drucker.

So no organization, small or big ignores the customers.

Earth is not the center of universe but revolves around the Sun .

-Copernicus.

Similarly, we have come to believe that business firm is not the center

of economic universe but revolves around the customer.

Build customer and not only products.Building customers is not a

single step exercise but a process ------.

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 RESEARCH METHODOLOGY

INTRODUCTION

Research is an art of scientific investigation through search for new

facts in any branch of knowledge. It is a moment from known to

unknown. Research always starts with a question or a problem.

Its purpose is to find answers to questions through the

Application of the scientific method. It is a systematic and intensive

study directed towards a more complete knowledge of the subject

studied. As marketing does not address itself to basic or fundamental

question, it does not qualify as basic research. On the contrary, it

tackles problems, which seem to have immediate commercial

potential. In view of the major consideration, marketing research

should be regarded as applied research. We may also say that

marketing research is of both types Problem solving and problem

oriented.

Marketing research is as systematic and objectives study of the

problems pertaining to the marketing of the goods and services. It

may be emphasized that it is not restricted to any particular area of

marketing, but is applied to all the phases and aspects.

72
METHOD OF DATA COLLECTION

1) Data to be collected.

Data includes facts and figures, which are required to be collected to

achiever the objectives of the project. In order to determine the

presentposition and satisfaction of customer of TATA MOTORS ltd.

a) Primary Data

The data that is being collected for the first time or to particularly fulfill

the objectives of the project is known as primary data.

These types of data were,

The market share of TATA MOTORS ltd.

The market share of other brands available in the market.

Responses of consumer. Identifying pros and cons of the brand.

The above primary data were collected through responses of

consumer was conducted through questionnaires prepared for them.

b) Secondary Data

Secondary data are that type of data, which are already assembled

and need not to collected from outside. These types of data were

73
i) Company Profile

ii) Product Profile

iii) Competitors Profile

The aforesaid data were collected through Internet and company s

market report.

2) Data Collection Method

For given project, the primary data, which needed to collect for the

first time, were much significant. This type of information gathered

through Survey technique, which is the most popular and effective

technique for correct data collection. The survey was completed with

the use of questionnaires.

- Questionnaire for consumer.

3) Sampling

Sample is the small group taken under consideration from the total

group. This small group represents the total group. In the project the

market research, which was ask to be studied was Lucknow region

but as it was possible to approach all the respondent s customer of

the city, hence a sample was selected which represents the lucknow

city. The areas selected for the sample are present further in the

74
appendix. Sample size of customer list was taken from Mahindra

Dealership office, customer data basic.

4) Data Evaluation

The data so collected were not simply accepted because it contained

unnecessary information and over or under emphasized facts.

Therefore only relevant data were included in the report, which

helped in achieving the objectives of the project.

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 DATA ANALYSIS

DI3200 CRX 80% 84% 65%

Satisfaction Level of Customers of Mahindra Automotive Ltd. Basis

of different Parameters like Product Quality, Service Quality, Other

facilities Provided by the Mahindra to its customer .

Product Name Product Quality Quality Service Other Service

Study says that Out of 100 customer, 80 customers are satisfied with

Product Quality of DI3200 CRX, 84% customer satisfied with Service

Quality of Company, and 65% are Satisfied with Other Service like

Insurance, Spare Parts etc.

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Product Quality of DI3200 CRX

Satisfied Dissatisfied

Neutral

Out of 100, There are 80 % Customers are satisfied with product Quality of DI3200

CRX, 2% are Neutral Remain 18% are Dissatisfied.

Service Quality of DI3200 CRX

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 Satisfied Neutral

Dissatisfied

Study Says that there are 84% customer Satisfied with Service of

Mahindra DI 3200 CRX, 2% are Neutral and remain 12%

Dissatisfied

78
Other Facilities Like Insurance, Spare Parts

70
60
50
Dissatisfied
40
Neutral
30 Satisfied
20
10
0

Study Says that 65% Customer are Satisfied with Other Facilities

Provided By the Mahindra like Insurance. Spare Parts etc. 5% are

neutral and 30 % are dissatisfied. Out of 100 Customers of

Mahindra DI3200 CRX.

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 OBSERVATION AND FINDING

There are loyal customer of automotive that is a greats of assets

of the company

37.5% respondents expect quality and other feature’s from

Mahindra

52% respondents satisfied with product given by Mahindra

Automotive Ltd.

Mahindra Passenger and utility Product demand high as

compared to other Mahindra product of Lcv/Hcv

Customer wanted high mileage low maintenance cost and

powerful vehicle for long term

58% people preference to willing Mahindra product and believes

its quality.

Mahindra tractors are in leadership position across the world for high

mileage and low fuel consumption. Demand of school buses of Tata

are very high in the market.

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DI 3200 model LCV are highly appreciable among customer,

basically transportation of mandi products fruits vegetables and

grain, intra city or intercity transportation at low cost.

There is no proper code of conduct in Tata dealership

regarding Policies and procedures that can give sense of maturity.

Delivery of vehicles to the customer by the Mahindra at the right

given time.

There is no proper schedule to demo of new products in the

market that attract the customer.

There are shortages of adequate marketing staff in the Dealership,

which can approach customer properly at time to time.

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 CONCLUSION

A large chunk of our study based on customer satisfaction, how to

make customer satisfy that become loyal for organization , because

loyal customer is a assets for a company rather than only a just

permanent customer. Now a days this exercise become the part of

the practice of the every major organization to associate with

customer basis of their loyalty .Mahindra Automotive Ltd has

conscious for satisfying the customer, basis of their values added

product features through the product quality and durability,

foundation of relationship with customer and through the customer

relationship management, Mahindra associate with customer with

customer from their product loyalty toward customer in term of quality

commitment and customer loyalty toward they believes in quality of

product and quality of services that is provided to the customer.

Dehradun Premier Motors Pvt. Ltd is the India’s largest Dealership of

Mahindra Group, under the dealership there are two sub dealer

across the Uttarakhand and numerous of service center for the

purpose of associate with customer

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From the study we find that customer are satisfied with Tata LCV

product remaining some pitfalls. “That is the low at universe that One

can not become perfect” but Tata going to become excellent in their

field, Mahindra is concern for every aspect of market for their product

taking to products quality, product feature product specification.

Product durability, service of the vehicles and value added service

that are providing to the customer and strong customer relationship

management that are practicing to bind the customer with long term

relation, study say now customer not being satisfied with company’s

product or service, company make them to satisfy to giving value with

product. customer have big amount of expectation from their

company due to throat cut competition in the market so there is no

space for any mistake and default study say that DDPM is practice a

lot to make customer satisfy, but this is not extreme, this is not end,

journey is so long market is so vast, challenge are so high,

but it should to recover its strength and over come its weakness

through the best business and market practice Survive long, to come

leadership positions, to reach to the last Mile stone of the success.

83
 Tata Indica Vista Review

Tata Indica Vista the new variant of Indica from Tata Motors. The new

model has evolved nicely since initial version of Indica to Xeta and

now to Vista. Pick up any news paper, one gets to notice the ads of

this new car almost everyday. Interiors have been focussed more on

those ads as well as all new look and the stylish features. I visited the

Concorde Motors near Dairy circle in Bangalore last week to take a

look at this car and test drive the same. Since I reached the premises

around 6:30pm, I couldn’t manage to test drive the car. However, I

had a good glance at the demo vehicle.

There are A slight central mid ridge on the bonnet is intended to give

a V-shaped front but it resembles the styling of palio a product of

Tata’s partner Fiat. Upon opening the bonnet you get to see the Fiat’s

popular 1.3L multi jet engine name ‘Quadrajet’. The same engine is in

Swift too with the name of DDiS. The c510 gearbox is also sourced

from Fiat. But when the indica’s comfort and convenience combines

with Fiat’s technology it could be lethal weapon against the likes of

swift and i10. There are two other variants of this car apart from

Quadrajet, one is Indica Vista TDI and the other being Indica Vista

Safire. While Quadrajet(1.3L) and TDI(1.4L) are diesel engines while

84
the Safire(1.2L) is a petrol engine. All these variants are available in 7

colors.

Sales person over there mentioned that the mileage of the Indica

vista in city is around 16kmpl and in highway it goes up to 20kmpl for

Quadrajet. Absence of ABS and Airbags in the Indica vista lets down

the safety features of this car. The quality, comfort and convenience

the Indica vista provides are pretty commendable. The boot space at

the back and leg space for the back seats is very good compared to

other models in the B+ category cars. There is a glove box that can

hold even a laptop, under deck space to hold water bottles, cubby

holes, wide door pockets and 60:40 foldable rear seats can give you

the most comfortable journey that even a class above fails to offer.

The front bucket seats are comfy, swaparound at some place to offer

support ot every parts of your body. The driver seat is height

adjustable. This car seem to be good value for money except that you

wont get ABS and airbags when compared to Muruthi Swift. Here is

the Ex-showroom price for various Tata India Vista variants in

Bangalore as on 5th Sep 2008:

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86
87
 www.google.com

 www.marketresearch.com

 Research Methodology.( Harper W.Boyd, C. R. Kothari )

 News paper

 www.tatamotors.com.

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89