KRISHNA UNIVERSITY

MACHILIPATNAM

A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT AT

MAHAVIR ISUZU PRIVATE LIMITED, VIJAYAWADA.
Submitted to
Krishna University, Machilipatnam.
In partial fulfilment of the requirements for the award of degree of
Bachelor of Business Administration
Submitted By
D.ISWARYA
2029238070010
Under the Guidance of
Mr. VINAY HARAN
Faculty of Management Studies

Bharathi Nagar, Vijayawada, Krishna District, Pin: 520008 A.P. India.

1
 Bharathi Nagar, Vijayawada, Krishna District, Pin: 520008 A.P. India.
DEPARTMENT OF MANAGEMENT STUDIES
CERTIFICATE
Certified that the project work entitled “A STUDY ON CUSTOMER SATISFACTION
AT CASA TVS ,VIJAYAWADA” which is an automobile sector in vijayawada which
is a bonafide work presented by D.ISWARYA, bearing register number 2029238070010 in
partial fulfillment for the award of the degree of Bachelor of Business Administration by
Krishna University, Machilipatnam during the academic year 2020-2023. It is certified that
all corrections/suggestions indicated during the internal assessment have been incorporated in
the report. The project report has been approved as it satisfies the academic requirements in
respect of the project work prescribed for the said degree.
Guide Academic Executive
Name of th Faculty Gudie Mr. V. JOHN BENARJI
Faculty, VINAY HARAN Faculty & Academic Executive
Principal
Mr. P. CHANDRA SEKHAR
Examiner -1 Examiner-2

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 ACKNOWLEDGEMENTS
I am highly thankful to VINAY HARAN, Faculty of Management Studies for his
inspiring guidance and for providing the background knowledge in every phase of my project
in a systematic manner and in completion of the project.
With immense respect, I express my sincere gratitude to Mr. V. John Benarji,
Faculty and Academic Executive, Department of Management Studies for encouraging
me at every stage. I would like to thank Mr. P. Chandra Sekhar, Principal, Westin College
of Hotel Management, Mr. K. Durga Prasad, C. O. O, Westin College of Hotel
Management, for permitting me to take up my project work and to complete the project
successfully.
I would like to extend my deep gratitude to MR.RAVI , CASA TVS for his
valuable support to complete the project. My sincere thanks to all the staff members of
CASA TVS for helping me to do the project in their respective organizations and guiding me
at every step.
I would like to express my sincere and heartfelt thanks to all the faculty members
of the Department for their continuous co-operation, which has given me the clarity and
motivation to push forward to build-up adamant aspiration over the completion of my project.
Finally I thank one and all directly and indirectly that helped me to complete my project
successfully.

D.ISWARYA

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 DECLARATION

I D. ISWARYA , bearing register number 2029238070010, do hereby declare that

this project work entitled “A STUDY ON CUSTOMER SATISFACTION AT

CAS A TVS LIMITED, VIJAYAWADA. was carried out by me under the

guidance of Mr. VINAY HARAN , Faculty of Management Studies. This project work is
submitted to Krishna University, Machilipatnam in fulfillment of the requirement for the
award of Bachelor of Business Administration during the academic year 2018-2021.

D.ISWARYA

2029238070010

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 CONTENTS
Sl.No PARTICULARS Page No.

1 INTRODUCTION 1-11

2 COMPANY PROFILE 12-27

2.1 -HISTORY, GROWTH AND DEVELOPMENT 13-14

2.2 -PRODUCT PROFILE 14-27

3 RESEARCH METHODOLOGY 28

3.1 -TITLE 29

3.2 - RESEARCH PROBLEM 29

3.3 -OBJECTIVE OF STUDY 29

3.4 -SCOPE OF STUDY 30

3.5 -OBJECTIVES 30

3.6 -RESEARCH DESIGN 31

3.7 -SAMPLE, SELECTION & CHARACTERISTICS 31

3.8 -RESEARCH INSTRUMENT 32

3.9 -DATA COLLECTION AND ANALYSIS 32

3.9 -LIMITATION OF THE STUDY 33

4 DATA ANALYSIS AND INTERPRETATION 34-68

5 SUMMARY OF FINDINGS, SUGGESTION 69-72

AND CONCLUSION

6 BIBILOGRAPHY 73-74

7 ANNEXURE 75-78

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CHAPTER 1 INTRODUCTION

CHAPTER 2 COMPANY PROFILE

CHAPTER 3 RESEARCH DESIGN

CHAPTER 4 DATA ANALYSIS AND INTERPRETATION

CHAPTER 5
SUMMARY OF FINDINGS, SUGGESTION AND
CONCLUSION

CHAPTER 6 BIBLOGRAPHY

ANNEXURE

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Sl no particulars Pg no

1 Showing the occupation of the respondents 36

2 Showing the respondents on Monthly Income 38

3 Showing the respondents owning TVS vehicles 40

4 Showing the source through which the respondents came to know about TVS 42

5 Showing the Dealership Preferences 44

6 Showing respondents purchasing year 46

7 Showing the response of the Executives interaction with the Customers 48

8 Showing test ride process 50

9 Showing on the basis of features 52

10 Showing Price satisfaction of respondents 54

11 Showing the satisfaction level 56

12 Showing the respondents service span 58

13 Showing the place of servicing 60

14 Showing the Mode of Purchase 62

15 Showing the Satisfaction through Finance Schemes 64

16 Showing the Resale Value 66

17 Showing the Recommendations of the Respondents 68

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 CHAPTER-1
INTRODUCTION

1
INTRODUCTION
India is the third largest producer of two wheelers after Japan and China. The two-
wheeler industry in India has enjoyed a wider appeal with the masses as a means of
private transportation.
The Indian two wheeler structures were quite monopolistic during the first thirty seven
years since independence, when industries grew at a slow pace.
Bajaj auto had an undisputed leadership over the market.
1. Consumers had to literally wait for years before acquiring a Bajaj vehicle.
2. The industry registered a compounded growth rate of 12% during the seventies.
The second phase began in the mid eighties when the sector was particularly deregulated.
This phase saw Japanese companies tying up with domestic players and newer models
were introduced in specific segments. Even though the demand was apparently strong for
scooters, most of Japanese opted to produce motorcycles except Kinetic Honda, which
choose to manufacture scooters.
The annual growth rate for the two wheelers industry during this phase stood at 16%.The
third phase began in 1994, when sales started picking up the market saw a steep increase
in the demand. In 1995 the industry produced about one million scooters, six lakh
motorcycles. During April 1995 to December1995 scooter sales grew by 17.26% and
motorcycles sales grew by 37.16%. By January 1999 the scooter sales started dipping
and the motorcycles sales started reaching new height with the use of new technology and
with the emergence of new models in the market.

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Demand drivers for growth of industry
With the beginning of new millennium the overall sales of the motorcycles is increasing
day by day with many new players entering the market with new technology, design and
style.
The demand for two-wheelers has been influenced by a number of factors over the past
five years. The key demand drivers for the growth of the two-wheeler industry are as
follows:
▪ Inadequate public transportation system, especially in the semi-urban and rural areas;
▪ Increased availability of cheap consumer financing in the past 3-4 years;
▪ Increasing availability of fuel-efficient and low-maintenance models;
▪ Increasing urbanization, which creates a need for personal transportation;
▪ Changes in the demographic profile;
▪ Difference between two-wheeler and passenger car prices, which makes two-wheelers
the entry level vehicle;
▪ Steady increase in per capita income over the past five years; and
▪ Increasing number of models with different features to satisfy diverse consumer needs.
A significant trend witnessed over the past five years is the inclination of consumers
towards products with superior features and styling. Better awareness about international
models has raised expectations of consumers on some key attributes, especially quality,
styling, and performance. High competitive intensity has prompted players to launch
vehicles with improved attributes at a price less than the competitive models.
In an effort to satisfy the distinct needs of consumers, producers are identifying emerging
consumer preferences and developing new models. For instance, in the motorcycles
segment, motorcycles with engine capacity over 150cc, is a segment that has witnessed
significant new product launches and hence, become more competitive. The indigenously
launched Pulsar 150 had met with success on its launch and thereafter, a host of models

3
have been launched in this segment by various players. While Bajaj Auto launched the
Pulsars with digital twin spark technology that offers a powerful engine and fuel
efficiency of 125 cc models, model launches by other players include LML's
Graptor/Beamer, HMSI's Unicorn besides the HHML's CBZ and TVS' Fiero F2.
Moreover, in the recent past, the motorcycle segment has witnessed launch of vehicles
with higher engine capacity and power . These include models such as Bajaj Auto
Eliminator and Royal Enfield's Thunderbird followed by HHML's Karisma. Besides
these, KEL has launched premium segment motorcycles GF 170 and GF Laser besides
launching products from the portfolio of its technology partner . The products in this
segment cater for style conscious consumers. Quite a few players are developing models
combining features such as higher engine capacity" optimum mix of power and
performance, and superior styling. However, the extent of shift to these products would
depend on the positioning of such products in terms of price.

In the scooters segment, the market for plastic-bodied variomatic scooters continues to
witness growth in the scenario of overall decline in scooter volumes. Higher volumes and
growth are especially true for certain scooter models, such as Honda Activa, that brought
in new technology to further differentiate themselves. Thus, the need to differentiate and
create a niche has led to companies strengthening their research and development
capabilities and reducing the development time for new models.

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CLASSIFICATION OF TWO WHEELERS
Two wheelers are generally classified as motorcycles, scooters and mopeds.
Motorcycles: The motorcycles segments grew by 28% in terms of sales in 1995,
which is remarkable by all standards.
In the eighties, the only available motorcycles in the Indian market were the conventional
indigenously built rajdoot, Bullet and Yezdi. This changed drastically when Japanese
introduced their 100 cc Motor Cycles in Indian Market. The superior styling and better
ergonomics led to increase in market share. The motor cycles made in colloboration with
Japanese technology by Bajaj auto and Hero Honda account for a 58% of the Motor
Cycle market. They are not only fuel efficient because of the four stroke engines, but
also well styled for Indian customer. Apart from Bajaj and Hero Honda, the other two
brands belonging to the segments are escorts Yamaha and TVS MOTORS COMPANY

Scooters: In 1994-95 the scooter segment accounted for 46.08% of two wheelers
industry and crossed the one million mark. As such the scooter segment has grown by
34.33% which is one of greatest achievement of industry.
The most important contributor to the segment is Bajaj Auto, with an installed capacity of
12.72 lakh scooter per annum. In fact, the company is the largest manufacture of two-
wheeler in the country and fourth largest in the world. Other companies which are
involved in manufacturer of scooter are LML with a capacity of 20,000 Scooters per
annum and kinetic Honda. In both the companies foreign partners enjoy a majority stake.

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Mopeds: In 1972, Indian consumers were introduced to the model of two wheelers,
which was popularly known as the mopeds. This segment was dominated by Luna,
which became virtually to generic name for mopeds and came to be identified with lower
middle class of the country because it was the cheapest available two wheeler with
maximum offered. Mopeds account for this smallest chunk in the industry.

However this segment has failed to grow especially compared to Motor Cycles and
scooters. During the eighties, mopeds were quite popular in the first half of the eighties,
the sector showed a phenomenal growth of 65% during 81-85. During 94, mopeds
registered a growth of just 13%. Kinetic engineering is one of the leading producers of
mopeds in India. The company came into the lime light with indigenously build Luna.
Beside this, the company has five models in the moped section-Super, Spark, Magnum
and TFR. With domestic competition hooting up better models have hit Indian roads,
which have eaten into the market share of this company. Today its main competitors are
TVS Motors Company.

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2

MARKETING IN AUTOMOBILE INDUSTRY

Automobile is one of the largest industries in global market. Being the leader in product
and process technologies in the manufacturing sector, it has been recognized as one of the
drivers of economic growth. During the last decade, well¬-directed efforts have been
made to provide a new look to the automobile policy for realizing the sector's full
potential for the economy. This is one of the fastest growing Industries and there is great
scope for the product in the Indian market. In India people will go more for two wheeler
compared to western countries where in people will go for four wheelers, as it is
economical, low maintenance cost.
The major players in Indian two wheeler automobile industries are:
1. Bajaj
2. Vespa
3. Kinetic
4. TVS
5. Honda
6. Yamaha
7. Suzuki
8. Mahindra
9. Royal Enfield

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CONSUMER BEHAVIOUR
Consumer Behavior studies how individuals get, select, buy, use and dispose of goals to
satisfy needs and wants. Consumer behaviour includes the study of what they buy, why
they buy, when they buy, where they buy, how often they buy it, how often they use it, so
consumer behaviour includes understanding what exactly the consumer wants to buy
from a variety of choices for what reasons they buy it or for what purpose they buy it,
how
Often they buy, usually where they make the purchases from super markets, malls, etc.
and at what frequency they consume it.
1.9. MARKETING INFORMATION SYSTEM:
Information system is an organized way of receiving, recording, analyzing and sending
message. It includes both formal flow of information as well as informal flow of
information.
Any information that is required to better the market is called market information. Market
information provides a manufacturer or marketer everything he wants to know.
Marketing Information System is an organized on-going system for providing
information to decision makers in the marketing filed. Marketing Information System
may be defined as
"A set of procedures a methods for the regular and planned analysis and presentation of
information which are useful to take marketing decision" - K. Cox and R. Good. MIS is a
systematic collection of information's which are useful to take marketing decisions.

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MARKETING RESEARCH
Marketing Research has wider meaning and scope. It is the systematic gathering,
recording and analyzing of data about problems connected with the market place, i.e.
problems relating to product, price, place and promotion of the 4 P's of the Marketing
Mix.
The American Marketing Association defines Marketing Research as follows:-
Marketing Research is the function which links the consumers, consumer and public to
the marketer through information used to identify and define marketing opportunities and
problems; generate refine and evaluate action; monitor marketing performance; and
improve understanding of marketing as a process.
Marketing Research is concerned with all those factors which have a direct impact upon
the Marketing of products and services. It is the study of any part of total marketing
process. In concentrates on the study of product planning and development, pricing,
policies, effectiveness of personal selling, advertisement and sales promotion,
competition and the entire area of buyer behavior and attitudes in the market place.

1.10. CONSUMER SATISFACTION

CONSUMER - Consumer is the person who is having willingness to buy the product
and supported by the enough monetary power to pay for it. The consumer buys "A
product to fulfill his demand. So, the consumer expects full satisfaction by the product for
which he is paying".
Consumer Satisfaction is a term frequently used in marketing. While it’s often
abbreviate as consumer satisfaction, it is more correct to abbreviate it as Consumer
satisfaction. It is a measure of how products and service supplied by a company meet or

9
surpass consumer expectation. Consumer satisfaction is defined as “the number of
consumers, or percentage of total consumers, whose reported experience with a firm, its
products, or its services exceeds specified satisfaction goals.
“Builders that can provide a high level of consumer satisfaction can differentiate
themselves from the competition”.
What keeps business alive and kicking? The consumer! How to keep the consumer
happy? Consumer satisfaction has been defined as, “The state of mind that consumers
have about a company and its products or services when their expectations have been met
or exceeded”.
Consumer satisfaction levels can be kept high by providing consumer with great product
or service. Consumer satisfaction surveys are developed to provide an understanding of
consumers’ expectations and satisfaction.
Consumer service research includes measures of overall satisfaction, satisfaction with
individual product and service attributes, and satisfaction with benefits of purchase. The
best approach to measuring consumer satisfaction and building consumer satisfaction
surveys depends on the kind of product or service provided.
The kind of consumers served, how many consumers are served, the longevity and
frequency of consumer/supplier interactions, and what you intend to do with the results.
Companies should try to satisfy their consumers. Satisfied consumers usually return and
buy more, they tell other people about their experiences, and they may well pay a
premium for the privilege of doing business with a supplier they trust. Statistics are
bandied around that suggest that the cost of keeping a consumer is only one tenth of
winning a new one. Therefore, when we win a consumer, we should hang on to them
Consumer satisfaction measures how well the expectations of a consumer concerning a
product or service provided by your company have been met.

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Consumer satisfaction is an abstract concept and involved such factors as the quality of
the product, the quality of the service provided, the atmosphere of the location where the
product or service is purchased, and the price of the product or service. Businesses often
use consumer satisfaction survey to gauge consumer satisfaction. These survey are used
to gather information about consumer satisfaction.
Consumer satisfaction is influenced by perceived quality of product and service
attributes, and is moderated by expectations of the product or service.
Consumer attitudes towards a product develop as a result of product information or any
experience with the product, whether perceived or real.
Satisfaction can influence other post-purchase/post-experience actins like communicating
to others though word of mouth and social networks.

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 Chapter 2
COMPANY
AND INDUSTRY
PROFILE

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 PROFILE OF TVS MOTORS COMPANY
COMPANY PROFILE
History, Growth and Development
TVS Group originated as a transport company in 1911. TV Sundaram Iyengar and Sons
Limited are the parent and holding company of the TVS Group. TV Sundram Iyengar
and Sons Limited have the following three divisions:
1. TVS and Sons
2. Sundaram Motors
3. Madras Auto Service
TVS Motors Company was formerly known as TVS Suzuki a leading two wheeler
company began with the vision of the founder, the late T.S. Srinivasan of the
Sundaram Clayton Group - ‘to design, develop and produce an affordable moped for
Indian family’. This vision was realized in 1980 when TVS 50 India’s first two seated
moped rolled out of the factory at Hosur in Tamil Nadu, southern India.
A byword for ruggedness and reliability, the TVS 50 proved to be a promising success
and paved the way for many successes for TVS Motors Company ever since. The TVS
50XL, a proven much sought after moped, like wise the TVS Champ and the Super
Champ, were created for those who want economy fused with sporty looks. And now
the new XL super with a 70 cc high-tech power pack is all set to re define the category
of mopeds in the country.
Along with the economy two wheeler ranges, it has constantly worked on innovating the
motorcycle segment as well.

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The TVS VICTOR was launched for the time conscious urban commutator.
The TVS MAX100 was engineered for those who demanded strength and ruggedness.
The TVS FIERO was for those who wanted raw power.
Today TVS Motors Company continues to keep one step ahead. The TVS Scooty, a
60cc scooterette is yet another example of the company pioneering a new category and
emerging as a market leader in it.
TVS Motors Company has registered a 60% growth in its turnover for the first five
months of the current fiscal year. Sales jumped to Rs 1,094 crores from 682 crores in the
corresponding period of the previous year.
In the terms of volume the company has sold 4.54 lakh units a growth of 47 percent. The
Motorcycle volume doubled to 2.77 lakh units during the April-August period. TVS
Vector, the company’s trump card crossed over 2,00,000 units within a year of its launch.
PRODUCT PROFILE
TVS Suzuki promoted the company in 1980 with the release of TVS-50; the first two-
seater moped in India at hosur in TamilNadu, southern India. But now TVS has broken
its tie with Suzuki motors and now it is called TVS MOTORS COMPANY

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The various models of motorcycles available now are
 TVS Apache
 TVS Apache RTR FI 160
 TVS Centra
 TVS Fiero FX
 TVS Flame
 TVS Scooty Pep +
 TVS Scooty Streak
 TVS Star
 TVS Star City 110
 TVS Victor
 TVS Victor GLX 125
 TVS XL Super
 TVS 180 RTR Menace
 TVS WEGO
 TVS Apache RTR 180 With ABS
 TVS Jupiter
 TVS Victor
 TVS Sport
 TVS Star City +
 TVS Apache RTR 200
 TVS Phoenix
 TVS MAX4R
 TVS XL 100
 DRAKEN

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 2.7. MILESTONES OF TVS MOTORS:

1980  India's first 2 seater 50cc Moped TVS 50, launched in Aug.

1984  First Indian Company to introduce 100cc Indo-Japanese

motorcycles in Sept.
1994  Launched first indigenous Scooterette , TVS Scooty in June.

1996  Introduced first catalytic converter enabled motorcycle, the 110cc

Shogun in Dec.
1997  Launched India's first 5-speed motorcycle, the Shaolin in Oct.

2000  Launched TVS Fiero, India's first 150 cc, 4 stroke motorcycle in
April.
2001  Launched TVS Victor, 4-stroke 110 cc motorcycle, in August,
India's first fully indigenously designed and manufactured
motorcycle.
2004  Launched TVS Centra in January, a world-class 4-stroke 100 cc
motorcycle with the revolutionary VT-i Engines for best-in-class
mileage.
2005-06  Launched TVS Star in Sept, a 100 cc motorcycle which is ideal for
rough terrain.
2010-11  Launched TVS Wego in June, a 110 cc motorcycle which is ideal
for Body balance and it has awarded as a “scooter of the year”

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2011-12  6 Jul 2011 Launched TVS Apache RTR 180 ABS - Quicker lap
times, Quicker Speed Recovery, Quicker humiliation of the
competition.TVS Apache RTR 180 has been awarded Motorcycle
of the year ...

2013-14 Formed alliance with BMW

2014-15  TVS and BMW joined and designed GS 310 and Draken

2015-2016  TVS launched Apache 200

2.8. AWARDS:
 TVS Motor won prestigious the Deming Application Prize in 2002.

 In the same year, the work done for the TVS Victor motorcycle won TVS Motor
the National Award for successful commercialization of indigenous technology
from the Technology Development Board, Ministry of Science &Technology,
Government of India.
 In 2004, TVS Scotty Pep won the 'Outstanding Design Excellence Award'
from Business World magazine and the National Institute of Design, Ahmadabad.
 The effective implementation of Total Productivity Maintenance practices won
TVS Motor the TPM Excellence Award given by the Japan Institute of Plant
Maintenance in 2008.

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 TVS Motor has won several management awards, notable among them being the
Emerging Corporate Giant in the Private Sector awarded by The Economic
Times and the Harvard Business School Association of India. Business
Today magazine awarded TVS Motor the Best Managed Company and the Most
Investor Friendly Company awards. Its advertising practices won it the Good
Advertising Award by Auto India Best Brand Awards, 2009.
 The University of Warwick, United Kingdom, gave him an honorary Doctorate of
Science degree while the Government of India honored him with the Padma Shri,
one of India's highest civilian distinctions.
 Innovative implementation of Information Technology has won TVS Motor the
Ace Award for Most Innovative Net Weaver Implementation in 2007, awarded by
technology major SAP AG and the Team Tech 2007 Award of Excellence for
Integrated use of Computer-aided engineering Technologies

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2.9. PRODUCTS OF TVS MOTORS
Apache RTR 180 ABS:
Armed with ABS , TVS Motor Company's new offering the Apache RTR 180 ABS
will retail at Rs.78,880 .

Launched for the first time in the country, TVS has introduced Anti-lock Braking System
on its flagship product, the Apache RTR 180. The company has given its premium
segment offering formidable stopping power with ABS technology which significantly
improves braking and is a prominent safety measure often found on all modern-day cars.
Jointly developed by TVS along with Continental Corporation, the ABS system prevents
the brakes from locking under emergency situations and at the same time improves
overall braking performance by reducing stopping distance and time in all weather
conditions like dry or wet, thus helping in improving the overall safety of the rider. With
the ABS technology, an average rider will have 10-25 per cent quicker stopping distance
on dry roads and 20-30 per cent on wet roads. Whereas, the professionals will be able to
achieve 16 percent quicker stopping distance on wet roads.

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" Power of 17bhp @ With this new, compact motorcycle ABS which has been developed
by Continental's Chassis and Safety Division in collaboration with TVS, we have further
strengthened our presence in the Indian Automotive industry," said MuraliSrinivasan,
General Manager, Chassis and safety division, Continental. With maximum 8500rpm, the
Apache churns out 15.5Nm of torque at 6500 rpm and delivers upto 44-45 kmpl of
mileage. Available only in glittering white colour and tubeless tyres, the bike will be sold
via select few dealerships across the country.

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APACHE RTR 160 REVIEW:
Appearance:
TVS Apache RTR 160 is a
handsome bike. Lookwise, it has
balanced flesh over every part. It
come with a wonderful, well
crafted protective covering at
front. It houses clear headlamps
and large windscreen. As per the
looks, the bike is handsome with
attractive cosmetic work. The
hood, front muffler, fuel tank ,
engine fairing and rear side
panels are in body colour except
black one. Aerodynamic fuel
tank shrouds at both ends are there. Body colour engine fairing is incorporated in the
machine. Forged break lever do away other competitors. The forged levers are not only
good looking but also lighter in construction. The handlebar come in a very new style
as it is equipped with clip-on handlebar. It got the support of rigid base.
Both side handles added on it. LCD Dashboard incorporates speedometer, trip meter,
fuel gauge, clock in digital mode while tachometer in analogue style. Interestingly,
extra features are given at dashboard. These are service reminder and battery indicator
along with common turn indicator, high-low beam indicator. Its digital dashboard also
includes the data logging feature as in race bike which show the lap time between 0-60
and top speed indicators. This bike also added the features like alloy foot pegs and a
supportive seat for a sporty and comfortable riding position.

21
Racing GT strips dominate the female. It can be seen from front mudguard to tail. In
between it covers fuel tank. The bike name monogram is a must see on the fuel tank.
RTR 160 stickers also found at rear side panels. Racing fluid stripes on the tank and on
the front muffler is a beauty to see. Racing strips at tyres looks sporty. TVS Apache
RTR 160 sports a bull horn grab bar that is splited. The split grab rail is designed to
give the pillion a safe riding experience. There is also racing fluid stripes between the
horns. Rear foot pegs are in twin colour and give comfort to the pillion. LED tail lamp
is fitted that consumes less battery power and has long life too. TVS gives utmost
attention on the design of silencer. The company claimed that it make a very pleasing
sound that is also contribute to TVS Apache appeal. The black colour silencer has
metallic heat shield. The silencer is claimed latest and newer one. Chain is left naked in
the bike that gives it a sporty look. It is perhaps the first time, in 160cc segment, that a
two-wheeler company offers naked chain.
TVS APACHE RTR 180 REVIEW:
Appearance:
TVS Apache RTR 180cc is
introduced in sports bike segment.
And, the features prove it so. This
beast suggests a lion like looks that
is going to start hunting. The front
portion of the female is stunning
and cowl incorporated nice looking
headlamp and parking light. The
headlamp and LED tail lamp is
claimed better visibility in any
weather condition. Graphics are
also refreshed in the new RTR.

22
Enlarged emblem of RTR and arrow shape graphics on the tank makes it distinct
identity. The sports machine incorporated all digital console. Fuel gauge, trip meter,
techno meter, speedometer, low fuel indicator and low oil indicator is a beauty to see.
The speedometer shines with blue backlit as same as RTR 160. Clock is also fitted
there to make you able to check travel time. Neutral, side indicator and high beam
indicator are also the part and parcel of the RTR series. Lap meter and service indicator
are the special features which glitter like jewels in the console. Lap meter shows the
mileage whereas service reminder gives alerts for the service. The dashboard
incorporates a special feature which enables the rider to test the top speed. The top
speed is 125 kmph.
Rear set foot pegs are light weight made of aluminum which is set as to balance body
to power ratio. Silencer of the bike has a covering of chrome plate and the exhaust
make no sound. However, most of the exterior is having black treatment. The titanium
engine is also black with fairing. Split grab rails are other special features that make
pillion rider safer. But removable rear fender is the things which add to the style of the
bike. It comes with replaceable and functional mud flap. LED tail lamp and rear grab
rails seems like an innocent bull. The company claimed that it consumed less battery
power. Six spoke alloy wheels, engine fairing, classy fuel tank, forged brake lever,
aerodynamics air scoops add to the charm of the female. The handle bars are also
refined.

23
TVS FIERO

The TVS Fiero F2 is a spruced-up version of the erstwhile Fiero FX. The F2 retains the
single cylinder, air-cooled, four-stroke 147.5cc engine of the original version that
generates a peak power of 12 b.h.p at 7000 rpm and a maximum torque of 10.5 Nm at
6500 rpm.
The Fiero F2 scores high on fuel efficiency. The presence of an intelligent CV Carburetor
enables the TVS Fiero F2 to operate on a pressure sensitive diaphragm with constant
vacuum, for smooth power transitions delivering super efficient mileage.
On the suspension front, rectangular box swing arm, triple rated 5-step shock absorber at
the rear and hydraulically damped front suspension gives unparalleled comfort and
superb stability even at high speeds.
The longer wheelbase and sturdy double cradle frame of the TVS F2 ensure a safe and
fatigue free ride

24
TVS APACHE 200

TVS Motor Company has just launched the Apache 200 4V, the flagship bike of the
Hosur-based two-wheeler manufacturer. The TVS Apache 200 4V is the top-of-the-
line model in the Apache series. It will be available in two basic variants -
carbureted and fuel-injected, as well as with two different tyre options - with TVS
tyres and with Pirelli tyres.
ABS will also be available as an option sometime in March 2016. It's got an all -
new engine and TVS says the bike is designed with TVS Racing heritage and
keeping the racing enthusiast as a part of the target consumer group. Here's a look
at all you need to know about the new TVS Apache 200 4V.

25
2.10. COMPETITORS FOR TVS MOTORS
1. Bajaj:
Bajaj Auto Limited is an Indian two-wheeler and three-wheeler manufacturing
company. Bajaj Auto manufactures and sells motorcycles, scooters and auto rickshaws.
Bajaj Auto is a part of the Bajaj Group. It was founded by Jamaal Bajaj in Rajasthan.
in the 1940s. It is based in Pune, Mumbai, with plants in Chakan , Waluj and
Pantnagar in Uttarakhand. The oldest plant at Akurdi now houses the R&D centre
'Ahead'.
Bajaj Auto is the world's sixth-largest manufacturer of motorcycles and the second-
largest in India. It is the world's largest three-wheeler manufacturer
2. Hero:
Hero Motocorp Ltd., formerly Hero Honda, is an Indian motorcycle and scooter
manufacturer based in New Delhi, India. The company is the largest two-wheeler
manufacturer in India where it has a market share of about 46% in the two-wheeler
category .The 2006 Forbes list of the 200 World's Most Respected Companies has Hero
Honda Motors ranked at #108. On 31 March 2013, the market capitalization of the
company was ₹308 billion
3. Yamaha:
Yamaha is a Japanese manufacturer of motorcycles, marine products such as boats
and outboard motors, and other motorized products. The company was established in
1955 upon separation from Yamaha Corporation , and is headquartered in Iwata,

26
\

Shizuoka, Japan. The company conducts development, production and marketing

operations through 109 consolidated subsidiaries as of 2012.

4. Suzuki:
In 1909, Michio Suzuki founded the Suzuki Loom Works in the small seacoast village
of Hamamatsu, Japan. Business boomedas Suzuki built weaving looms for Japan's
giant silk industry. In 1929, Michio Suzuki invented a new type of weaving machine,
which was exported overseas. The company's first 30 years focused on the development
and production of these machines

27
Chapter 3
RESEARCH
DESIGN

28
RESEARCH DESIGN
TITLE OF THE STUDY:
“A Report On Customer Satisfaction Of Tvs Vehicles At Sukra TVS”
STATEMENT OF THE PROBLEM:
SUKRA AUTOMOBILES, a distribution of TVS assigned a job of conducting a study on
customer satisfaction level towards TVS vehicles as a part of exercise being conducted
by the parent company throughout the country. The researcher in consultation with the
company and the guides has decided to conduct the same in order to know the customers
perception towards TVS vehicles.

OBJECTIVE OF THE STUDY:

The Indian two-wheeler market is getting flooded with a myriad of brands. It is being
exploded with imported bikes and indigenous bikes. Marketing techniques have ranged
from heavy investments in advertising to price slashes. R & D in each and every
company is working from dawn to dusk to get the competitive advantage over the other
brands.
The following are the objectives of present study:
1. To find out customer satisfaction level towards TVS vehicles
2. To find out the awareness of the various models of TVS among the consumers.
3. To find out the role played by advertising for influencing consumers preference.

29
4. To find out the attributes and values looked in by the consumers while purchasing
two-wheelers.
5. To find out the factors that influence consumers to buy a two-wheeler.
6. To recommend improvements to be made in the model
RESEARCH METHODOLOGY
SCOPE OF THE STUDY:
The research study is conducted to collect the information regarding the present status of
the firm in the competitive market of the TVS brands.
The study will also throw light on the factor influencing the competitive market of
different brands of TVS mopeds. It will also give us a clear picture of market strategy
followed by the various players in the market.
The information collected is very useful to company, student and to the customer. The
projection made will help the company to amend or modify its market strategy based on
the present scenario of the market.

RESEARCH DESIGN
This research work is basically a descriptive research as it is involved with the study of
attitudes, aspirations, expectations and problems of the people who are using motorcycles
manufactured by TVS MOTORS COMPANY.
The study is also casual in some measure to the extent that it deals with research on
customer demand.

30
It is impossible to meet all the people who are using TVS motorcycles and to know their
attitudes, aspirations, expectations about the brand. Naturally drawing conclusion about a
large group on the basis of small sample has become very popular and so this study is
also and exception.

SAMPLE SELECTION, SIZE AND CHARACTERSTICS

Sampling is a systematic approach of selecting a few elements from an entire collection
of units in order to make some inferences about the total population; it is a small
specimen or a representation of the whole population.
The survey was done among 100 respondents who were working in various fields and
with different educational background and people were in the age group of 18-60. The
data collected by using structured questionnaires and reviewing of secondary data.

RESEARCH INSTRUMENT
The questionnaire used for this study is highly structured, it was given a final shape after
pilot study. The questionnaire consisted of twenty questions, all to be answered by the
respondent.
The respondents were also assured that the information given by them will be treated as
confidential and would be used for research purposes.

31
DATA COLLECTION AND ANALYSIS
Questionnaires were the only source, which was used to study. The questionnaires were
given to the people who were using TVS motorcycles by meeting them personally and
got it filled.
The collected data from the respondents with the help of the research instrument that is
the questionnaires were tabulated, analyzed and interpreted. Data analysis involved a
series of recorded observation in proper descriptive statements and inferences were
drawn.
Liberal usage of Bar charts and Graphs has been made in this study so as to make the
data illustrative.
A pilot study was undertaken before the commencement of the main survey was done
with a view to assess the validity of each question. The idea was to know whether the
respondents actually understand the language, wording and intended meaning correctly.
As a result of the experience gained from the pilot study an improved version of the
research instrument was framed from the main survey.

REVIEW OF LITERATURE
According to Daniel P. Bearth, each driver is responsible for the actual possession, care and use
of the company vehicle in their possession. [3] The increased collision involvement of company
car drivers was also found by Cartwright et al. and Dimmer and Parker who stated that 27% of
company car drivers reported involvement in at least one crash in the previous three years
compared to 18% reported by non-company car drivers. In part, the high representation of
company drivers in collision involvement can be explained by increased exposure to risk , but
there is anecdotal as well as the research evidence provided by Dimmer and Parker of a ‘work
driver effect’, which means that responsible companies must endeavor to reduce the risks to
society and their employees.

32
LIMITATIONS OF THE STUDY
1. The study would be restricted to Bangalore city only.
2.The results are based on the assumption that the information provided by the
respondents is correct and true to their knowledge and belief.
3.The study is time bound and would applicable to the

current. 4.Findings of this study are indicative of the current

trends.

5. The time constraint factor prevails.

6. Due to time constraint sample size is reduced to

100. 7.Some respondent’s opinion is bias.

33
 Chapter 4
ANALYSIS
AND
INTERPRETATION

34
4. DATA ANALYIS AND INTERPRETATION:
TABLE - 4.1 Analysis on basis of Occupation
Occupation Respondents
Students 54
Self Employed 32
Professional 30
Source :Primary data

Analysis: From the above table it is clear that 54% of the respondents are
students, 32% are self employed and 14% are Professionals
Inference: It can be inferred that most of the respondents are students and
self employed as well.

35
GRAPH –4.1
Showing the occupation of the respondents

Respondents

60

50

40

30 Respondents

20

10

0
Student SelfProfessional
Employed

36
TABLE – 4.2
Analysis on the basis of Monthly Income

Monthly Income Respondents

Below-10000 08
10000-20000 46
20000-30000 22
30000-40000 09
40000 & above 15
Source :Primary data
Monthly income 10000-20000 has the highest respondents of 46
Analysis: From the above table it is clear that the respondents whose income
is between 1000 and 20000 are opting for TVS vehicles more when
compared to respondents who are earning more than 20000.
Inference: It is evident that majority of respondent’s monthly income falls
between Rs.10000-20000.

37
GRAPH –4.2
Showing the respondents on Monthly Income

Respondents

40000 & above

30000-40000

20000-30000 Respondents

10000-20000

Below-10000

0 10 20 30 40 50

38
TABLE – 4.3
Showing the usage of brand from the respondents.

Brands No. of Respondents Percentage

TVS XL Super 12 12%
Scooty 12 12%
Star City 16 16%
Apache RTR 12 12%
Flame 04 04%
Victor 08 08%
TVS 50 08 08%
Fiero 08 08%
Wego 12 12%
Star Sport 08 08%
Total 100 100%
Source :Primary data
ANALYSIS:
From the above table shows that 12% of respondents are owning Super XL, 12% of
respondents are owning Scooty, 12% of respondents are owning Apache RTR, 16% of
them own Star City,08% of them own Victor,08% of them own TVS 50,and 04% of them
own Flame,08% of own Fiero, 12% of them own Wego, 08% of them owning Star
Sports.

39
GRAPH –4.3 Showing the usage of brand from the respondents .

Analysis:
Most of the respondents [16%] own Star City. It shows that Star City is most popular
vehicle and also respondents own XL super, scooty, apache, wego.

40
TABLE – 4.4
Showing the source through which the respondents came to know
about TVS

Media Respondents
Newspaper 12
Magazine 5
Television 18
Friends & Relative 60
Others 5
Source :Primary data
Analysis: From the above table it is clear that the respondents are going for
TVS vehicles through the information given by friends & relatives.
This means the company is banking on a free advertisement of ‘Word of
Mouth’.
Inference: It can be inferred that majority of the respondents are depending
upon the information given by Friends and Relatives.

41
GRAPH – 4.4
Showing the source through which the respondents came to know
about TVS

Respondents

Newspaper Magazine Television

Friends & Relative Others

42
TABLE – 4.5
Analysis on basis of Dealer

Dealer Respondents
Ashwa Motors 35
Suryapratap Automobiles 25
Zen Motors 6
Bharath Motors 14
Others 20
Source :Primary data
Analysis: From the above table it is clear that as many as 35of consumers
prefer Ashwa TVS and Suryapratap TVS comes on a close with 25. Bharathi
TVS with 14 and Zen TVS have been able to bag 6. Whereas other Local
Showrooms and sub dealers have a preference of 20.
Inference: From the table it’s very clear that although Suryapratap and
Bharathi motors is the choice of the consumers Ashwa TVS have been able
to snatch away a good chunk of market. Ashwa TVS has become the
preference of 14% of the users in a very short span of time.

43
GRAPH – 4.5
Showing the Dealership Preferences

Respondents

Others

Bharathi
Zen Respondents
Suryapratap

Ashwa

010 20 30 40

44
TABLE – 4.6
Analysis on the basis Year of Purchasing

Purchasing Year Respondents

2001-2005 10
2006-20010 32
2011-2013 44
20014-2017 14
Source :Primary data
Analysis: From the above table it is clear that many of the respondents have
bought in the year 2011 to 2013 and then in the year 2006 to 2010
Inference: It can be clearly inferred that most of the respondents purchased
the bike between the years 2011 and 2013.

45
GRAPH – 4.6
Showing respondents purchasing year

Respondents

45
40
35
30
25
20 Respondents
15
10
5
0
2001-05 2006-102011-13 2014-17

46
 TABLE – 4.7
Analysis on the basis of Interaction of the Executives with the
Consumer

Response of Executives Respondents

Interaction with the customers
Yes 68
No 32
Source :Primary data
Analysis: The above table shows that the majority of the respondents say
that the interaction of the executives with the customers is quite good and
32% of the respondents say that the interaction of the executives is not good
which may result in the loss of sales as they do not get the required
information.

Inference: The survey shows that 68% of the respondents say that the
interaction of the executives is good and they are satisfied by their
interaction.

47
GRAPH – 4.7
Showing the response of the Executives interaction with the Customers

Respondents

Yes No

48
TABLE – 4.8
On the basis of Test ride process

Test Ride Process Respondents

Yes 92
No 08
Source :Primary data
Analysis: The above table shows that 92% of the respondents are satisfied
with the test ride process followed by 8% not being satisfied due to speed
lock and limited distance ride.
Inference: it can be inferred that 92% of the respondents are satisfied with
the test ride process what the company is offering to the prospective
customers of the company.

49
GRAPH – 4.8
Showing test ride process
Respondents

Yes No

50
TABLE – 4.9
Showing the features on which the Buying Decision

Features Respondents
Style 38
Performance 42
Mileage 13
Others 07
Source :Primary data

Analysis: The survey shows that 42 respondents prefer to buy TVS on the
basis of performance followed by 38 on style, 13 on mileage and 7 for other
features.
Inference: It shows that 42 respondents prefer the bike because of its
performance and 38 on style and 13 on mileage. It also shows that 7
respondents opt for this bike due to other features such as comfortable,speed
and so on . So it can be inferred that performance acts as an important tool
for purchasing decision.

51
GRAPH – 4.9

Showing on the basis of features

Respondents

50
40
30
20
10
0 Respondents
Respondents
Style

Performance

Mileage

Others

52
TABLE – 4.10
On the Basis of Price Satisfaction of Respondents

Pricing Respondents
Yes 87
No 13
Source :Primary data
Analysis: This table shows that 87 respondents are quite satisfied with the
price followed by 13 respondents are not being satisfied.
Inference: The majority of the respondents are satisfied with the price but
still 13 respondents are not satisfied with the price which shows that the
company has to take measures.

53
GRAPH – 4.10 Showing Price satisfaction of respondents

Respondents

100
90
80
70
60
50 Respondents
40
30
20
10
0
YesNo

54
TABLE – 4.11 On the basis of Satisfaction Level
Satisfaction Level Respondents
Excellent 24
Good 47
Satisfactory 13
Bad 07
Source :Primary data
Analysis: 47 respondents feel that the bike is good and 24 respondents say
that it is excellent followed by 13 respondents who saying its satisfactory.
But 7 respondents feel that the bike is bad.

Inference: It can be inferred that most of the respondents have a very high
satisfaction level about this vehicles.

55
GRAPH – 4.11 Showing the satisfaction level

Respondents

Bad

Satisfactory

Respondents
Good

Excellent

0 10 20 30 40 50

56
TABLE – 4.12Showing the table for the Service Span
Service Span Respondents
Monthly 34
Quarterly 54
Half Yearly 12
Source :Primary data
Analysis: 54 respondents give their vehicle for servicing quarterly followed
by 34 respondents monthly and only 12 respondents half yearly.
Inference: The researcher can infer that more than 50 respondents prefer
Quarterly servicing to the vehicles and some of them monthly as well.

57
GRAPH – 4.12
Showing the respondents service span

Respondents

60

50

40

30 Respondents

20

10

0
Monthly Quarterly Half yearly

58
TABLE – 4.13
On Basis of Place of Servicing

Place of Servicing Respondents

TVS Service Station 81
Others 19
Source :Primary data
Analysis: Most of the respondents give their vehicle for servicing at TVS
Service Station while 19 respondents give their bike to other service stations.
Inference: It can be inferred that majority of the respondents prefer TVS
Service Stations which are good sign of growth of the TVS company.

59
GRAPH – 4.13
Showing the place of servicing
Respondents

TVS Service Station Others

60
TABLE – 4.14
On the basis of Mode of Purchase

Mode of Purchase Respondents

Cash 88
Loan 12
Source :Primary data
Analysis: The 88% respondents mainly purchase their vehicle for cash
while other 12% respondents purchase through Loan.
Inference: The above table makes it clear that almost all the respondents
prefer cash purchase over loan for the vehicles.

61
GRAPH – 4.14
Showing the Mode of Purchase
Respondents

Cash Loan

62
TABLE – 4.15
Satisfaction level of Finance Schemes

Finance Schemes Respondents

Yes 64
No 36
Source :Primary data
Analysis: As 64 respondents say that the schemes available are satisfactory
and whereas the other 36 don’t think that the Finance Schemes are good
Inference: It can be inferred that the finance schemes offered by the
company to purchase of vehicles are satisfactory and helps the consumers to
purchase the vehicle easily.

63
GRAPH – 4.15
Showing the Satisfaction through Finance Schemes

Respondents

100

50 Respondents
Respondents
0
Yes No

64
TABLE – 4.16
On the basis of Resale Value

Resale Value Respondents

Excellent 18
Good 59
Average 20
Bad 03
Source :Primary data
Analysis: From the above table we can analyze that 18 respondents feel that
the Resale Value is excellent, 59 respondents feel that it is good, 20
respondents feel that it is average, whereas 3 respondents feel that the resale
value of the TVS vehicle is bad.
Inference: We can infer that most of the respondents feel that the
vehicle has a very good resale value.

65
GRAPH – 4.16
Showing the Resale Value

Respondents

Excellent Good Average Bad

66
TABLE – 4.17

On the basis of Recommendation to Friends and Relatives

Recommendation to Friends & Respondents

Relatives
TVS Super XL 2
TVS Scooty 25
TVS Victor 12
TVS Fiero 18
TVS Star 2
TVS Apache 38
TVS Flame 3
Source :Primary data

Analysis: From the above table, it reveals that 38 respondents have

recommended TVS Apache while 25 recommend TVS Scooty and 18 of the
respondents recommend TVS Fiero.
Inference: Most of the respondents recommend TVS apache and TVS
Scooty to the relatives and friends which is very good sign of growth.

67
GRAPH – 4.17

Showing the Recommendations of the Respondents

Respondents

TVS Super XL TVS Scooty

TVS Victor
TVS Fiero
TVS Star
TVS Apache TVS Flame

68
 Chapter 6

SUMMARY OF
FINDINGS,
SUGGESTIONS
AND
CONCLUSION

69
SUMMARY OF FINDINGS, CONCLUSION AND
SUGGESTIONS.
FINDINGS
● Students are dominators in using this vehicle.
● TVS SCOOTY and TVS APACHE is being used more by the
respondents compared to other model by the respondents because of its
performance.
● Through the study it was revealed that friends are influencing factors for
the purchase of the vehicle.
● Maintenance cost is considered to be too high.
● Brand or company image has played important role in selection of the bike
by the consumers.
● Selection of TVS motorcycles is used for different reasons as
follows Excellent road grip
High mileage
Safety
Elegant look
● TVS motorcycles are used up-to 50 % by the consumer in the age group
of 20-30 years.
● The study was related to consumer behavior and their views towards TVS
motorcycles
● The Bangalore area was chosen for survey where 100 respondents were
interviewed with the help of the questionnaire.

70
SUGGESTIONS
During the study, the consumers have given various suggestions for the
improvement of this vehicle in various areas. Here are few recommendations
which needs to be highlighted
● The overall market share is occupied by male consumers. Therefore the
manufacturer should try to innovate the model preferred ever by females to
improve its market share.
● Majority of TVS motor cycle users are students, are in the age group of
20-30years. Therefore the manufacturer must try to innovate new models to
quite the lower income group.
● The after sales service was rated at an average. So there is a need to
improve it.
● Maintenance cost is too high, so the manufacturer should try to bring
down cost of the maintenance.
● Pick up being another draw back in TVS motorcycles therefore
manufacturers should work on eradication of this problem
● 25% of the consumers have changed the bike. This shows that the
majority of the respondents are happy with the TVS motorcycles that they
are using.
CONCLUSION
The person who rides TVS motorcycle is a person who is in the age group
of 20-30 years is a male, a graduate, and student belonging to the income
group of below 10,000.The different influencing factors being family,

71
friends, dealers, advertisements and self. But The most influencing factors
are friends and family. Most of the consumers are satisfied with their
vehicles. It can be concluded that consumers have selected this bike for its
high mileage and elegant looks. The consumers in other way have chosen as
a symbol of brand loyalty.

72
 CHAPTER 6
BIBLOGRAPHY

73
 BIBLIOGRAPHY
Books
Principles of Marketing – Philip Kotler. 17th Edition

Consumer Behavior – Suja.A.Nair Edition 2017 Himalaya publishers

Consumer Behavior – Leon.G.Schiffman & L.L.Kaunik 10th revised ed 2016

Person higher education publishers
Auto India. Magazine 2016
Website
www.tvsmotor.in

74
ANNEXURE

75
 Annexure
QUESTIONNAIRE.
Name: ……………………………………………………..
Age: ……………………………………………………….
Gender: ……………………………………………………
Marital status: ……………………………………………..
Occupation: ………………………………………………..
Monthly Income:
Below 10000 10000-20000
20000-30000 30000-40000
40000 & above
Which model of TVS do you own?
TVS SUPER XL TVS FIERO
TVS SCOOTY TVS STAR
TVS VICTOR TVS APACHE RTR
TVS FLAME TVS 50
TVS WEGO TVS STAR SPORT
How did you come to know about TVS vehicles?
Newspaper Magazine
Television Friends & Relatives
Others

76
From which dealer did you purchase your TVS vehicle?
…………………………………………………………….
When did you purchase your TVS vehicle?

…………………………………………………………….

Are the executives interactive?

Yes No
Are you satisfied with the test ride
process? Yes No
On what basis did you purchase your TVS
vehicle? Style Economy
Performance Others
Are you satisfied with the pricing of TVS vehicles?
Yes No
What is your satisfaction level towards your TVS
vehicle? Excellent Good
Satisfactory Bad
How often do you give your vehicle for servicing?

…………………………………………………………….

Are you satisfied with the after sales service?

Yes No
Where do you give your vehicle for
servicing? TVS Service Station Others

77
Mode of Purchase
Cash Loan
1111Are you satisfied with the finance schemes provided by the
company? Yes No
How is the resale value of TVS vehicle?
Excellent Good
Average Bad
Would you suggest TVS vehicle to your Friends &
Relatives? Yes No
If Yes, which one
……………………………………………………………..
Do you have any suggestions for the improvement of any vehicle
manufactured by the TVS Co.?
……………………………………………………………..
...............................................................................................
………………………………………………………………
………………………………………………………………
THANK YOU

78