PROJCT REPORT ON
“A STUDY ON CUSTOMER SATISFACTION AT
TVS MOTORS, KAMMANHALLI –BANGLORE”
Submitted in partial fulfilment of the requirement of Bachelor of
commerce degree course of Bangalore University
SUBMITTED BY:
AMAR GAIRE
(REG. NO. 15SKC41002)
UNDER THE GUIDANCE OF
[Link] BANERJEE
PEENYA, BANGALORE-24
(Affiliated to Bangalore University, Re-accredited with NAAC Grade
A+)
2017- 2018
STUDENT DECLARATION
I, AMAR GAIRE Register No. 15SKC41002 hereby declare that this project
report titled “A STUDY ON CUSTOMER SATISFACTION AT TVS
MOTOR, KAMMANHALLI, BENGALURU” is my original work submitted
in partial fulfilment of the requirements for Bachelor of commerce course of
Bangalore University under the guidance and supervision of PROF.
ANUSHREE BANERJEE .This has not been submitted earlier for award of
any other degree by Bangalore University or any other University.
AMAR GAIRE
Register no
15SKC41002
ACKNOWLEDGEMENT
It gives me tremendous pleasure in acknowledging the valuable assistance
extended to me by various personalities, in successful completion of this
project. I express my deep sense of gratitude to Manager of TVS Motors for
providing me the valuable data for preparing this project and the Principal Dr.
KIRAN G REDDY and Head of Commerce & Management Department Dr.
B.M. RAMA MURTHY of Aims Institute for giving me this opportunity to
carry out this project. Words will be insufficient to express my feeling of
sincere and profound gratitude for the invaluable guidance provided by PROF.
ANUSHREE BANERJEE for the project. I am blessed with her kind guidance
for throwing full light on various aspects and their implications of the subject of
the study.
I am very thankful to my family members for their timeless and dedicated
accompany, motivation and support during the process of giving a definite
shape to this project.
I also thanks to all my beloved friends who have helped and encouraged me in
during the course of this project.
CERTIFICATE FROM THE GUIDE
It is certified that this dissertation titled “A STUDY ON CUSTOMER
SATISFACTION AT TVS MOTORS, KAMMANHALLI –BANGLORE” is
based on an original project study conducted by MR. AMAR GAIRE of
6th semester BCOM under my guidance. He has attended the required
guidance session held.
This project has not formed a basis for the award of any Degree/Diploma
of any University or Institution.
Place: Bangalore PROF. ANUSHREE BANERJEE
Date:
LIST OF CONTENTS
[Link] CONTENTS PAGE NO.
1 CHAPTER 1: INTRODUCTION 1-16
2 CHAPTER 2: RESEARCH DESIGN 17-21
3 CHAPTER 3: COMPANY PROFILE 22-38
4 CHAPTER 4: DATA ANALYSIS AND 39-74
INTERPRETATION
5 CHAPTER 5: SUMMARY OF FINDINGS AND 75-77
CONCLUSION
5.1 SUMMARY OF FINDINGS
5.2 CONCLUSION
6 CHAPTER 6: SUGGESTIONS
ANNEXURES
BIBLIOGRAPHY
LIST OF TABLE
TABLE PARTICULARS PAGE
NO. NO.
4.1 SHOWING THE RESPONDENTS ON THE BASIS OF 39
THEIR GENDER
4.2 SHOWING RESPONDENTS ON THE BASIS OF 41
THEIR AGE.
4.3 SHOWING ON THE BASIS OF THEIR 43
OCCUPATION
4.4 SHOWING ON THE BASIS OF THEIR MONTHLY 45
INCOME
4.5 SHOWING RESPONDENTS ON THE BASIS OF 47
QUALITY.
4.6 SHOWING THE ATTRIBUTES AFFECTING THE 49
BUYING DECISIONS.
4.7 SHOWING THE PERCEPTION OF THE 51
RESPONDENTS ABOUT
THE PRICE OF TVS
4.8 SHOWING HOW OFTEN RESPONDENTS FACE 53
PROBLEM WITH TVS
MOTORS
4.9 SHOWING NUMBER OF RESPONDENTS 55
ACCORDING TO THE FACTOR THEY
CONSIDERED THE MOST IN CHOOSING TVS
MOTORS
4.10 SHOWING NO OF RESPONDENTS ACCORDING 57
TO THEIR PREFERENCE RATING.
4.11 SHOWING NO. OF RESPONDENTS OWNING 61
OTHER BIKES
4.12 SHOWING THE OPINION OF RESPONDENTS 63
ABOUT THE QUALITY OF TVS VEHICLES.
4.13 SHOWING NO. OF RESPONDENTS ACCORDING 65
TO THEIR LIKINGS ABOUT TVS BIKE
4.14 SHOWING NO. OF RESPONDENTS ACCORDING 67
TO THEIR SATISFACTION LEVEL
4.15 SHOWING NO. OF RESPONDENTS ACCORDING 69
TO THEIR LIKING AND COLOUR
4.16 SHOWING NO. OF RESPONDENTS ACCORDING 71
TO THEIR OPINION ABOUT AFTER SALES
SERVICE.
4.17 SHOWING WHETHER THE RESPONDENTS WILL 73
SUGGEST THEIR FRIENDS TO
BUY TVS.
LIST OF GRAPH
GRAPH PARTICULARS PAGE
NO. NO.
4.1 SHOWING THE RESPONDENTS ON THE BASIS OF 40
THEIR GENDER
4.2 SHOWING RESPONDENTS ON THE BASIS OF 42
THEIR AGE.
4.3 SHOWING ON THE BASIS OF THEIR 44
OCCUPATION
4.4 SHOWING ON THE BASIS OF THEIR MONTHLY 46
INCOME
4.5 SHOWING RESPONDENTS ON THE BASIS OF 48
QUALITY.
4.6 SHOWING THE ATTRIBUTES AFFECTING THE 50
BUYING DECISIONS.
4.7 SHOWING THE PERCEPTION OF THE 52
RESPONDENTS ABOUT
THE PRICE OF TVS
4.8 SHOWING HOW OFTEN RESPONDENTS FACE 54
PROBLEM WITH TVS
MOTORS
4.9 SHOWING NUMBER OF RESPONDENTS 56
ACCORDING TO THE FACTOR THEY
CONSIDERED THE MOST IN CHOOSING TVS
MOTORS
4.10 SHOWING NO OF RESPONDENTS ACCORDING 60
TO THEIR PREFERENCE RATING.
4.11 SHOWING NO. OF RESPONDENTS OWNING 62
OTHER BIKES
4.12 SHOWING THE OPINION OF RESPONDENTS 64
ABOUT THE QUALITY OF TVS VEHICLES.
4.13 SHOWING NO. OF RESPONDENTS ACCORDING 66
TO THEIR LIKINGS ABOUT TVS BIKE
4.14 SHOWING NO. OF RESPONDENTS ACCORDING 68
TO THEIR SATISFACTION LEVEL
4.15 SHOWING NO. OF RESPONDENTS ACCORDING 70
TO THEIR LIKING AND COLOUR
4.16 SHOWING NO. OF RESPONDENTS ACCORDING 72
TO THEIR OPINION ABOUT AFTER SALES
SERVICE.
4.17 SHOWING WHETHER THE RESPONDENTS WILL 74
SUGGEST THEIR FRIENDS TO
BUY TVS.