SUMMER TRAINING REPORT ON

CUSTOMER SATISFACTION REGAURDING

SERVICE
AT

INTEGRAL UNIVERSITY
LUCKNOW
UNDER GUIDENCE OF: PRESENTED BY:
Mr. Amit Kumar Goel BARKAT ALI
BBA 3RD YEAR
1601029024
Introduction to Customer satisfaction
• CUSTOMER SATISFACTION is a term frequently
used in marketing .It is a measure of how
product and services supplied by a company
meet or surpass customer expectation .
• Customer satisfaction is defined as “the
number of customer ,or percentage of total
customer ,whose reported experience with a
firm ,or its services(ratings)exceeds specified
satisfaction goals.
 COMPANY PROFILE
TVS Motor Company is a multinational motorcycle
company headquartered at Chennai, India. It is
the third largest motorcycle company in India
with a revenue of over 15,000 Cr ($2.12 billion)
in 2017-18. The company has an annual sales of
3 million units and an annual capacity of over 4
million vehicles. TVS Motor Company is also the
2nd largest exporter in India with exports to over
60 Countries.
 TVS Motor Company Ltd (TVS Motor), member of
the TVS Group, is the largest company of the
group in terms of size and turnover.
 TVS was established by Thiruvengudi Sundaram
Iyengar. He began with Delhi's first bus service in
1911 and founded T.V. Sundaram Iyengar and Sons
Limited, a company in the transportation business
with a large fleet of trucks and buses under the name
of Southern Roadways Limited. When he died in 1955,
his sons took the company ahead with several forays
in the automobile sector, including finance,
insurance, two-wheelers/ three wheelers, tyres and
components, housing, aviation, logistics etc. The
group has operated 97 companies that account for a
combined turnover of nearly US$6 billion.
 Sundaram Clayton was founded in1962 in
collaboration with Clayton Dewandre Holdings,
United Kingdom.
It manufactured brakes, exhausts, compressors and various other
automotive parts. The company set up a plant at Hosur in 1978, to
manufacture mopeds as part of their new division. In 1980, TVS
50, India's first two-seater moped rolled out of the factory at
Hosur in Tamil Nadu, Southern India. A technical collaboration
with the Japanese auto giant Suzuki Ltd. resulted in the joint-
venture between Sundaram Clayton Ltd and Suzuki Motor
Corporation, in 1982. Commercial production of motorcycles
began in 1984.
Suzuki relationship
TVS and Suzuki shared a 19-year-long relationship that was
aimed at technology transfer for design and manufacture of two-
wheelers specifically for the Indian market. Re-christened TVS-
Suzuki, the company brought out several models such as the
Suzuki Supra, Suzuki Samurai, Suzuki Shogun and Suzuki Shaolin.
In 2001, after separating ways with Suzuki, the company was
renamed TVS Motor, relinquishing its rights to use the Suzuki
name. There was also a 30-month moratorium period during
which Suzuki promised not to enter the Indian market with
competing two-wheelers.
Recent launches include the the flagship model TVS Apache RR 310, the
TVS Apache RTR 200, TVS Victor and TVS XL 100. TVS has recently won 4
top awards at J.D. Power Asia Pacific Awards 2016, 3 top awards at J.D.
Power Asia Pacific Awards 2015 & Two-Wheeler Manufacturer of the Year
at NDTV Car & Bike Awards (2014–15)
In early 2015, TVS Racing became the first Indian factory team to take
part in the Dakar Rally, the world's longest and most dangerous rally. TVS
Racing partnered with French motorcycle manufacturer Sherco , and
named the team Sherco TVS Rally Factory Team. TVS Racing also won the
Raid de Himalaya and the FOX Hill Super Cross held at Sri Lanka. In three
decades of its racing history, TVS Racing has won over 90% of the races it
participates in.
In 2016 TVS started manufacturing the BMW G310R, a model co-
developed with BMW Motorrad.
On 6 December 2017, TVS launched their most-awaited motorcycle, the
Apache RR 310 in an event at Chennai. The 310cc motorcycle with an
engine which was co-developed with BMW features first ever full fairing
on a TVS bike, dual-channel ABS, EFI, KYB suspension kits, etc. It is
expected to rival bikes like KTM RC 390, Kawasaki Ninja 250SL, Bajaj
Pulsar and Dominar and Honda CBR 250R after hitting the market. The
Apache RR 310 is designed and realised entirely in India.
RECENT
• Recent launches include the the flagship model TVS Apache RR 310, the TVS
Apache RTR 200, TVS Victor and TVS XL 100. TVS has recently won 4 top awards at
J.D. Power Asia Pacific Awards 2016, 3 top awards at J.D. Power Asia Pacific Awards
2015 & Two-Wheeler Manufacturer of the Year at NDTV Car & Bike Awards (2014–
15)
• In early 2015, TVS Racing became the first Indian factory team to take part in
the Dakar Rally, the world's longest and most dangerous rally. TVS Racing
partnered with French motorcycle manufacturer Sherco , and named the team
Sherco TVS Rally Factory Team. TVS Racing also won the Raid de Himalaya and the
FOX Hill Super Cross held at Sri Lanka. In three decades of its racing history, TVS
Racing has won over 90% of the races it participates in.
• In 2016 TVS started manufacturing the BMW G310R, a model co-developed
with BMW Motorrad.
• On 6 December 2017, TVS launched their most-awaited motorcycle, the Apache
RR 310 in an event at Chennai. The 310cc motorcycle with an engine which was
co-developed with BMW features first ever full fairing on a TVS bike, dual-channel
ABS, EFI, KYB suspension kits, etc. It is expected to rival bikes like KTM RC 390,
Kawasaki Ninja 250SL, Bajaj Pulsar and Dominar and Honda CBR 250R after hitting
the market. The Apache RR 310 is designed and realised entirely in India.
Vision-
TVS motor will be responsive to customer requirements
consonant with its core competence and profitability. Tvs motor
will be provide total customer satisfaction by giving the
customer the right product, at the right price, at the right time.
Mission-
TVS are committed to being a highly profitable, socially
responsible and leading manufacturer of high value of money,
environmental friendly, personal transportation, product under
the Tvs brand, for customer is Asian markets and to provide
fulfillment and prosperity for employees , dealers & supplies
 Azam automobiles is an authorised dealer of TVS
Motor company in gonda, UP.
 It provide sales and services .
 This TVS showroom offer complete variety of Tvs
bikes including accessories for bikes, this
showroom is usually operational Monday to
Sunday from 9am to 7pm.
 This showroom emphasize the company
reputation through satisfaction of customer.
 They are increases the market value of Tvs bikes
and compete towards the other company like
hero, honda and Bajaj .
 The owner of the showroom is Mr. Azam Ali
 OWNER- AZAM ALI

MANAGING
DIRECTOR-
SOHAIL SIDDIQUI

SERVICE MANAGER
SALES MANAGER Finance Manager
UBAIDULLAH
R.K.SHARMA A.K.Verma
ANSARI

INTERNS- SUPERVISOR-
BARKAT AMEEN AHMAD
ALI

MECHANICS-
RAHMAT ALI, SIRAJ
AHMAD
 TVS Motor currently manufactures a wide
range of two-wheelers.
 Motorcycles: (Apache Series, Victor, Star
City+, Sport, Max4R)
 Scooters: (NTORQ, Jupiter, Wego, Scooty Zest
110, Scooty Pep +)
 Mopeds: (XL 100, XL 100 Comfort and XL 100
Heavy Duty)
Tvs Apache RTR 160 Specification
Engine Displ. : 159.7 cc
Power : 15.12PS@8500 rpm
Mileage : 60 kmpl
Gear Box : 5 Speed
Wheels Type : Alloy
Tyre Type : Tubeless
Standard Warranty(years) : 3

Tvs Apache RTR 160 4V Specification

Engine Displ. : 159.7 cc
Power : 16.5 PS@8000 rpm
Mileage : 60 kmpl
Gear Box : 5 Speed
Head Lamp : AHO LED Lamp
Wheels Type : Alloy
Tyre Type : Tubeless
Standard Warranty(years) : 3
Tvs Apache RR310 Specification
Engine Displ. : 312.2 cc
Power : 34 PS@9700 rpm
Mileage : 31 kmpl
Gear Box : 6 Speed
Wheels Type : Alloy
Tyre Type : Tubeless
Fuel System : Fuel Injection
ABS : Dual Channel

Tvs Jupiter Specification

Engine Displ. : 109.7 cc
Power : 7.99 PS@7500 rpm
Mileage : 62 kmpl
Wheels Type : Alloy
Tyre Type : Tubeless
Brakes Front : Drum
Starting : Kick And Self Start
Standard wrranty(years) : 3
Tvs Apache RTR 200 4V Specification
Engine Displ. : 197.75 cc
Power : 20.5 PS@8500 rpm
Mileage : 35 kmpl
Gear Box : 5 Speed
Wheels Type : Alloy
Tyre Type : Tubeless
Fuel System : Carburetor
ABS : Dual Channel

Tvs Apache RTR 180 Specification

Engine Displ. : 177.4 cc
Power : 16.62 PS@8500 rpm
Mileage : 45 kmpl
Gear Box : 5 Speed
Wheels Type : Alloy
Tyre Type : Tubeless
Fuel System : Carburetor
ABS : Dual Channel
Tvs NTORQ 125 Specification
Engine Displ. : 124.79 cc
Power : 9.4 PS@7500 rpm
Mileage : 48 kmpl
Wheels Type : Alloy
Tyre Type : Tubeless
Brakes Front : Disc
Starting : kick and self start

Tvs Radeon Specification

Engine Displ. : 109.7 cc
Power : 8.4 PS@7000 rpm
Mileage : 69.3 kmpl
Wheels Type : Alloy
Tyre Type : Tubeless
Brakes Front : Drum
Starting : kick and self start
Standard Warranty(years) : 5
Tvs Star City + Specification
Engine Displ. : 109.7 cc
Power : 8.4 PS@7000 rpm
Mileage : 86 kmpl
Wheels Type : Alloy
Tyre Type : Tubeless
Brakes Front : Drum
Starting : kick and self

Tvs Star City + Specification

Engine Displ. : 99.7 cc
Power : 4.35 PS@6000 rpm
Mileage : 67 kmpl
Wheels Type : Spoke
Tyre Type : Tube
Brakes Front : Drum
Starting : kick and self
 To communicate with customers and
providing a depth information about product
 Taking the customer feedback after a week of
sold product
 Interacting customer
 providing information about down payment
system
 Collect free coupon from service book for
provide service to the customer.
 To know the customer satisfaction level
towards services of Tvs motor.
 To know the problems presently faced by the
customers at Tvs motor.
 To study the post sales performance.
 To know the new area of improvement.
 Research Methodology is a way to
systematically solve the research problem. It
may understand as a science of studying how
research is done scientifically. In it, we study
the various steps that are generally adopted
by the researcher in study of his research
problem along with logic behind them.
 Sampling:
Sampling Method adopted Systematic
sampling the scope of the study is Gonda city
the no. of samples collected is 50 units.
 Source of Primary Data :
 Questionnaire
 Personal interaction
 Source of Secondary Data :
 Company data through Internet

Measuring Tools :
The measuring tools used for the study is
Graphical and simple percentage method .
1. TVS two wheeler model
Model No. Of Respondents in %
Respondents
Star city+ 24 48%
Apache 13 26%
XL Heavy Duty 8 16%
Star Sport 3 6%
Scooty 2 4%
30
NO. of
According to the
20 Respodent
survey it is found that
10 s most of the
Respodent respondents have Star
0 City+ (48%) and
XL heavy…

s in %
Apache

Scooty
Star city+

Star Sport

Apache (26%) and few

of respondents have
XL heavy duty ,Scooty
& Star Sport .
 No. of Respondents Respondents in %
Excellent 10 20%
Good 15 30%
Moderate 8 16%
Satisfactory 12 24%
unsatisfactory 5 10%

No. of Respondent

Excellent
Good
Moderate
Satisfactory
Unsatisfactory
 No. of respondents Respondents in %
Mileage 19 38%
Low maintenance 8 16%
Brand name 6 12%
Price 12 24%
Wide range of products 5 10%

wide Range No. of respondents

of products
10% price Mileage
38%
24%
Low
Brand name maintenance
12% 16%

Most of the respondents feel mileage(38%),price(24%) and low

maintenance(16%) and 12% of respondents feel Brand name is important
10% of respondents feel wide range of products are important
 Improve Communication skill.
 Build Work Experience.
 Develop work ready skill(That Employer
demand )
 Explore Knowledge.
 Managing the customer.
 According to the survey it is found that most of
the respondents have Star City+ (48%) and
Apache (26%) and few of respondents have XL
heavy duty ,Scooty & Star Sport .
 Most of the respondents(72%) are satisfied with
the service of the salesman and least number of
respondents(28%)are not satisfied.
 Most of the customers wanted to good mileage
bikes.
 DEMAND of sport’s bike are not to much in that
area.
 Serviceability is more important to influence the
customer.
 To fulfill the needs of the respondents Azam
Automobiles Should set new branches in the
Mankapur near ITI to reach the maximum number
customers.
 According to the survey most of the respondents are
in the need of the improvement in providing service
in time and less labour charge Azam Automobiles
should take action by recruiting well trained services
staff and implement machineries to provide service in
time.
 To know the problems faced by the customers at the
time of post sale service should conduct free check
up camps and collect the feedback of at the time of
service.
 Most of the respondents are satisfied with the
services of Azam Automobiles.
 Less labour charge and service in time service in
time and increase in no. of service station they are
major parameters in demand.
 The sale of star city+ and Apache series are high as
compared other vehicles.
 Most of the respondents feel good about Tvs two-
wheeler vehicles.
1)TVS two wheeler model ……………………………… .

2) Did the salesperson spend sufficient time with you and

explain everything about the vehicles?
Yes ( ) No ( )
3) Was the vehicles delevered on promised time?
Yes ( ) No ( )
4) Were you offered a test drive during your visit to our
showroom?
Yes ( ) No ( )
5) How do you feel about TVS two wheeler vehicles?
a) Excellent
b) Good
c) Satisfactory
d) unsatisfactory
6) State the level of satisfaction for the services provided by Azam
Automobiles ?
a) Completely satisfied
b) Satisfied
c) Dissatisfied
d)Neither satisfied nor dissatisfied
7) What are reasons to purchase TVS vehicles?
a) mileage
b) low maintenace
c)price
d) wide range of products
e) brandname
9) When did you owned TVS vehicle?
a) 6 months
b) 1-2 years
c) 3 years
d) 3-5 years
10) What are improvement in services that you demand from Azam
Automobiles?
a) service in time
b) reliable service
c) well trained mechainics
d) less labor charge