A PROJECT REPORT ON

“A STUDY REPORT ON CUSTOMER SATISFACTION AND SERVICE

ANALYSIS OF SUNITA MOTORS”

Submitted in partial fulfilment of the requirements for the award of degree of Bachelor
of Business Administration (BBA)

JAI NARAIN VYAS UNIVERSITY, JODHPUR

SUBMITTED TO SUBMITTED BY

Mr. Shaji Peter Himanshi Lohiya

Training Co-ordinator Enrollment No. 18R/14592

PROJECT MENTOR

Mr. Ashok Lahoty

Jodhpur
 UNDERTAKING

I, Himanshi Lohiya student of Bachelor of Business Administration at Aishwarya College

of Education, Affiliated to Jai Narain Vyas University, Jodhpur hereby declare that the
research title over “A STUDY REPORT ON CUSTOMER SATISFACTION AND
SERVICE ANALYSIS OF SUNITA MOTORS JODHPUR” has been done by the
undersigned with full devotion for partial fulfilment of degree of B.B.A. I also declare that
the facts mentioned are true and correct to the best of my knowledge and belief; any
discrepancies have been avoided for the same.

HIMANSHI LOHIYA
ENROLLMENT NO.
18R/14592 BBA PART 3
 ACKNOWLEDGEMENT

I take this opportunity to express my gratitude to SUNITA TVS MOTORS , Jodhpur for

extending me with the opportunity to carry out my summer internship in the field of

Marketing and helping me to complete it successfully by providing me with the required

resources and guidance throughout the two months.

I would like to thank my mentor Mr. Ashok Lahoty who extended his full cooperation,

support and encouragement during my stint at Sunita TVS Motors. He provided me with

enough opportunities to challenge myself during the internship and gave me an opportunity

to work on their other live projects simultaneously.

Last, but not the least, I would like to thank my project guide, Mr. Shaji Peter, Asst.

Professor, Department of Management Studies, Aishwarya College, Jodhpur who has

constantly motivated and guided me towards the successful completion of the project. I

would also like to thank all the people who have helped me to complete this project and

make it successful.

HIMANSHI LOHIYA
 CERTIFICATE

This is to certify that Ms Himanshi Lohiya , Enrollment No.18R/14592 has proceeded under

my supervision her Project Report on “A STUDY REPORT ON COUSTOMER

SATISFACTION AND SERVICE ANALYSIS - Sunita TVS Motors, Jodhpur”.

The work embodied in this report is original and is of the standard expected of a BBA

student and has not been submitted in part or full to this or any other University for the

award of any degree/diploma. She has completed all requirements of guidelines for project

report and the work is fit for evaluation.

Shaji Peter Dr. Rishi Nepalia

Training Coordinator Principal
Assistant Professor
Department of management Studies
Aishwarya College of Education,
Jodhpur
INDEX
CHAPTERS PARTICULARS PAGE NO.
1. Introduction Of Study
Objectives Of Study
Limitations Of Study
Research Methodology
Data Collection
2. Literature Review
Theoretical Background
3. Industry Profile
Product Profile
4. Data Analysis & Interpretation
SWOT Analysis
5. Findings
Conclusion

Suggestion
6. Appendix
Bibliography
CHAPTER 1.

INTRODUCTION OF STUDY
Two-wheeler is one of the rare industries, which are capital as well as labor intensive. The
setting up of a green field venture and ancillary network require enormous capital investment.
The assembly operation is highly labor intensive.
Necessity they say is the mother of all inventions, as the scooter emerged out of a necessity of
transport rather than anything else after the Second World War. Though the traces of scooters
can be found in the United States of America, it was in Italy that these wonderful set of two-
wheelers got a new lease of life. Italy was ravaged after the Second World War, their roads
were destroyed and transportation system was in a mess. The need of the hour was an
affordable transportation system, which the Italians could use to maneuver the war ravaged
roads without digging a hole in their pockets.
An Italian company Piaggio who were into the manufacturing business, and had aircrafts in
their portfolio. So a company which was into manufacturing huge machines actually thought
small and it really clicked.
The major players in the two-wheeler market include Bajaj Auto, Hero Honda, TVS Suzuki
and LML. Motorcycle market is the fastest growing segment in the industry.
Motorcycles have a larger wheelbase and are preferred for their fuel efficiency, economy and
low maintenance. They usually have a four-stroke engine for better fuel economy and low
pollution level. Hero Honda, Bajaj Motors, Kinetic, TVS, Yamaha motorcycles, Royal
Enfield motors are some of the companies which produce motorcycles in India. The four
stroke engines of the motorcycles are mainly responsible for the growth of this segment of
two wheelers in the country.
RESEARCH OBJECTIVES OF STUDY
The purpose of research is to discover answer to questions through the application of
scientific procedures. The main claim of research is to find out the truth, which is hidden, and
which has not been discovering get. So, each research study has its own specific purpose or
objectives. The objectives of this research study are as under:
Main Objective
To know satisfaction level of customers for service provided by Sunita Motors motors Ltd.
Sub Objective
To know what customer wants extra from Sunita Motors Ltd.
To know the popularity of Sunita Motors Ltd.
To know preference and criteria of customers for buying a two-wheeler.
To know which color of two wheeler customer prefer most.
To know the most preferable or popular brand of TVS Company in Moped segment and
Motorbike segment.
To know most preferable payment scheme (Cash payment or EMI).
To know the potential demand for TVS two-wheeler within next one year in Jodhpur area.
To know the market share of TVS Company in Jodhpur area.
To know the market share of different company’s in jodhpur
LIMITATION OF STUDY
Concentrating on the first part, we can say that no body is 100% perfect in what he/she does.
By knowingly or unknowingly he commit mistake. Along with the analysis of the data, we
have also tried to analyze the problems we faced and the limitations that came on our way
which are as follows:
- Due to the bad experiences people had with salespersons in Jodhpur, they were not allowing
us to enter their shops or residence. (However, we have convince many of them)
- We has taken 250 samples from Halar Road, Tithal Road, Mogarawadi, and Taiwad Area of
Jodhpur city. The findings are based on these samples. Hence we cannot be 100% sure that
they are representing the population of Jodhpur
- In addition, the opinion expressed by the respondents may be biased.
.
Though there were limitations and problems in our way, we have tried our level best to bring
out the right picture, which is nearly reflecting the true situation that is prevailing in the
market.

RESEARCH METHODOLOGY
Research is an art of scientific investigation, which helps to search for knowledge. Research
methodology considers following items:
Research Design:
The nature of this research is exploratory one. Because exploratory research studies are
normally concerned with finding out the general nature of the problem and the different
variables that are related to the problem. These kinds of research are very flexible, convenient
and done by simple survey. It gives subjective evaluation of the research.
Type of Data:
There are main two types of data,
Primary data are those, which are collected for the first time and thus happen to be original in
character.
Secondary data on the other hand are those, which have already been collected by someone in
the past.
For this research study we have used primary data.
Unit of analysis:
The researcher turn to the task of analyzing the data, which is collected.
from the field.
Editing
Coding
Tabulation
Computer processing
Tabulation is a part of the technical procedures other in the classified data are put in to table.
There are main two method of tabulation, coefficient and percentage comparison. For
analyzing the data simple percentage comparison method is used because it is an easier way
to accurate result.
Sampling Design:
Target Population: -
The population for this research study consists of the residence of Jodhpur
Sampling Unit: -
In this study the sampling unit is an Individual.
Sampling Size: -
250 Samples.

Sampling method: -
The samples are selected by using convenience-sampling method. A convenience sample is
one in which the only criterion for selecting the sampling unit is the convenience of the
samples.
Data collection Method:
For collecting primary data these are main two important methods.
Observation method
Interview method
Personal interview
Telephone interview
Mail Interview
Questionnaires method
Schedule method
For this research study primary data are collected through personal interview method,
questionnaires method, A questionnaire is used as a data collection instrument for collecting
the primary data by taking personal interview of the consumer in the field. A questionnaire
consists of a numbers of questions printed or typed in a definite order on a form or set of
form.
CHAPTER 2.
Theoretical
Definition of customer service satisfaction:-
According to Garbrand, “ Costumer satisfaction equals perception of performance divided by
expectation of performance. The usual measures of customer satisfaction involves a survey
with a set of statements using a likert technique or scale. “
Classification of customer service satisfaction:-
In 1980’s by professor Noriaki Kano that classifies customer preference into five categories,
1. Attractive,
2. One Dimensional,
3. Must be,
4. Indifferent,
5. Reverse.
The Kano model offers some insight into the product attributes which are perceived to be
important to customers.
Activities of customer service satisfaction:-
1. Inter team co-ordination activities as a source of customer satisfaction.
2. To promote and support customer satisfaction activities by collecting customer problem
and to try solve it.
3. Customer satisfaction and customer characteristic in festival activity.
Literature
Institute:-
1. Cranfield School of Management,
Royaume University,
UK.
2. The web usability partnership,
Royaume University,
UK.
Resume Abstract:-
This article reports the result of customer service satisfaction level study into firm resource it
involves a comparative study of activities contributing to service delivery into similar but
differently performing division one perceived by customer to be a high service provider, the
others a lower service provider the result indicate that there where difference in the insider of
inter team co-ordination activities under defective inter team co-ordination was a critical
factor in delivering increase customer satisfaction. This suggest that these activities, by
causing staff to interact across internal boundaries, may constitute a resource advantages we
proposed that activities are critical for both the co-ordination of service delivery activities and
knowledge exchange. And that contextual factor may have an impacts on this activities.
Conclusion:-
The study makes a contribution to the resource base view and strategy his practice literature
and illustrates how a practice oriented approach can inform the resource base view.
CHAPTER 3.
WELCOME TO SHRENIK TVS MOTORS PVT LTD
COMPANY DETAIL
TVS Motor Company was established in 1911 by Shri.T V Sundaram Iyengar. As one of
India’s largest industrial entities it epitomizes Trust, Value and Service. And Shrenik Tvs was
establish in 1987.
With steady growth, expansion and diversification, TVS commands a strong presence in
Serviceing of two-wheelers, auto components and computer peripherals. We also have
vibrant businesses in the distribution of heavy commercial vehicles passenger cars, finance
and insurance.
The year 1980 is one to be remembered for the Indian two-wheeler industry, with the roll out
of TVS 50, India's first two-seater moped that ushered in an era of affordable personal
transportation. For the Indian Automobile sector, it was a breakthrough to be etched in
history. TVS Motor Company is the first two-wheeler servicing and saling of the Tvs
products.
TVS Motor Company has one of the most extensive networks with over 500 dealers and 2500
Customer touch points And Shrenik is one of them. We are the first in the two-wheeler
industry to measure customer satisfaction, audited by external consultants of international
repute.
They have taken care to standardize facilities across all customer touch points. Up gradation
of facilities and continuous improvement in all processes is given importance. The company
also takes an active part in imparting training and capability building in all areas including
sales, service and business management. All our dealers are connected through the extended
network of SAP, ensuring operational efficiency.
MISSION
The mission statement indicates what an organization wants to achieve. An organization
exists to accomplish something or achieve something. The mission statement may be changed
periodically to take advantage of new opportunities or respond to new market conditions.
Rather it is combination of several things like:
• Customer service of the highest order
• Value for money to the customers
• Professionalism in carrying out business
• Use of technology to improve service standards
• Increase market share.
• Winning consumers heart.
Company’s mission statement is clear and thoughtful which guide geographically dispersed
employees to work independently yet collectively towards achieving the organization’s goals.
VISION
Company’s vision is crystal clear and mind frame very directed “To improve the quality of
life through technology”. And continue to grow at a healthy pace, year after year, decade
after decade.
GOALS
• To consolidates its position as a global player in the two wheelers market.
• To leverage technological skills to drive growth.
COMMITMENT
• To our customers.
• To our people .
• To our community.
• To our shareholders.
VALUES
• The top management believes that human resources are extremely important resources and
ensured that they are treated more humanely.
• Personnel policies are framed to facilitate employee welfare and development.
• Seniors take active interest in their juniors and help them learn then job.
• Top management all seniors do believe that employee’s behavior can be changed and
developed at any stage of their life.
• Employees feel free to express or discuss their feeling with each other.
CULTURE
• Family kind of relationship respective each other and trust each other.
• Love and Order
• Work together and become helpful to each other to work as a team.
• Open culture every employee has freedom see top management people at any time.
• “Catch them doing right thing”.
BOARD OF DIRECTORS
TVS MOTOR COMPANY LIMITED:
Chairman & M.D: Mr. Venu Srinivasan.
Directors: Mr. Gopal Srinivasan. Mr. T.K.Balaji. Mr. N. Ganga Ram. Mr. C.R.Dua. Mr. H.
Lakshmanan
Mr. T. R. Prasad.
Mr. K.S.Bajpai.
President: K.N. Radhakrishnan
Sr.Vice President – Finance: S. G. Murali
Secretary: T.S.Rajagopalan
Head Office: TVS Motor Company Jayalakshmi Estate V
Floor,
8, Haddoas Road,
Chennai-600006.
Factories: TVS Motor Company
P .O. Box No.
Harita,
Hosur -635109.

QUALITY OBJECTIVES
At TVS Motor Company, every department works in tandem to produce quality products.
The people form the pillars of support, strengthening the overall quality standards and
moving towards total customer satisfaction.
In our quest to achieve world -class levels in quality as well as improvements in design and
processes, the company has formed special task forces to monitor quality related
performance. The basic tenets of TQM, including Daily work management, Policy
management, Kaizen (continuous improvement), Training and standardization are followed
across our organization.
"We believe that "Quality" is the responsibility of all employees; the quality of our products
and consequently the future of our company is a direct result of the everyday actions of our
employees, in all departments and at all levels."
These processes help us produce defect free vehicles known for their durability and
reliability.
ACHIVEMENTS
India’s first 2 seater 50cc Moped TVS 50, launched in Aug 1980.
First Indian Company to introduce 100cc Indo-Japanese motorcycles in
Sept 1984.
Launched India's first indigenous Scooterette (sub-100 cc variomatic
scooters), TVS Scooty in June 1994.
Introduced India's first catalytic converter enabled motorcycle, the 110cc Shogun in Dec
1996.
Launched India's first 5-speed motorcycle, the Shaolin in Oct 1997.
Launched TVS Fiero, India’s first 150 cc, 4 stroke motorcycle in April 2000
Launched TVS Victor, 4-stroke 110 cc motorcycle, in August 2001, India’s first fully
indigenously designed and manufactured motorcycle.
Launched TVS Centra in January 2004, a world-class 4-stroke 100 cc motorcycle with the
revolutionary VT-i Engines for best-in-class mileage.
Launched TVS Star in Sept 2004, a 100 cc motorcycle which is ideal for rough terrain.
AWARDS
The Deming Prize
TVS Motor Company is the only two-wheeler company in the world to be awarded the
world’s most prestigious and coveted recognition in TQM.
Technology Award 2002.
From ministry of science, gove. Of India for the successful commercialization of indigenous
technology for TVS Victor.
TPM Excellence Award.
First category by Japan Institute of Plant Maintenance.
Asian Network for Quality Award 2004.
TVS Scooty Pep won the prestigious 'Outstanding Design Excellence Award' from Business
World and National Institute of Design.
Star of Asia Award to Mr. Venu Srinivasan, CMD TVS Motor Company by Business Week.
Venu Srinivasan,Chairman and Managing Director, TVS Motor Company was Honored with
Doctorate in Science by University of Warwick, U.K
Best Managed Company award from Business Today, one of India’s leading business
magazines.
Most Investor friendly company by Business Today, one of India’s leading business
magazines.
Acknowledged by the Japanese for Quality.
We at TVS Motor Company are proud to have been awarded the prestigious and coveted
Deming Prize, instituted by JUSE (Union of Japanese Scientists and Engineers). TVS Motor
Company is the only 2-wheeler company in the world to have received this award.
TVS Motor Company was also awarded the prestigious "TPM Excellence award - First
category" by Japan Institute of Plant Maintenance (JiPm), rated as the benchmark in TPM
excellence in India.
RESERCH AND DEVELOPMENT
The TVS Motor Company R&D team has a strong pool of technical talent supported by state-
of- the- art infrastructure capable of developing new and innovative designs.
Our R&D team has developed the revolutionary Variable Timing Intelligent (VT-i) Engines,
one of the most innovative technologies developed in the two-wheeler industry.
Our R&D Engineers have published multiple technical papers in international conferences on
engine and vehicle technologies. They also have a number of patents to their credit.
SOCIAL RESPONSIBILITY
To give back to society, TVS Motor Company has formed and funded the Srinivasan
Services Trust to undertake all activities relating to community development.
This extended arm of the company believes in social responsibility and has involved itself in
several community development initiatives that have significantly improved the standard of
living of the people in 51 adopted villages across the country.
Economic development
The program enables people below the poverty line in these adopted villages to earn their
livelihood by involving them in activities that generate income.
Health
Health is one of the main focus areas of the Srinivasan Services Trust. Dental care camps;
eye camps, health check-up and nutrition programs are conducted. The initiative also focuses
on primary health, maternal health, child-care and leprosy eradication.
Infrastructure Development
The Company is actively involved in the community development of the villages by
providing infrastructure facilities such as housing, sanitation, roads, drains, bus shelters,
medical center and natural resources management.
SUPPPLY CHAIN MANAGEMENT
Forming the inner rung of the extended TVS family, our suppliers are involved at every stage
of product development.
We extend core values and best practices to all our suppliers.
Through continuous training forums we impart TPM (Total Productivity Maintenance) and
JIT (Just in Time) practices.
Our suppliers are committed to quality through continuous improvement and up gradation of
processes. This has helped them obtain prestigious international certifications like ISO 9000,
QS 9000 & TS 16949.
We also facilitate knowledge sharing by reputed international consultants in order to build &
enhance management expertise within our supplier base.
FUTURE FOCUS
We will have profitable operations overseas, especially in Asian markets, capitalizing on our
expertise in the areas of manufacturing, technology and marketing. The Company will hone
and sustain its cutting edge of technology by constant benchmarking against international.
INDUSTRY DETAIL
Two-wheeler Industry:
The feeling of freedom and being one with the Nature comes only from riding a two-wheeler.
Indians prefer the two wheelers because of their small manageable size, low maintenance,
and pricing and easy loan repayments. Indian streets are full of people of all age groups
riding a two-wheeler. The populace sees motorized two wheelers as a symbol of status. Thus,
in India, we would see swanky four wheels jostling with our ever reliable and sturdy steed:
the two-wheeler.
Two-wheeler is one of the rare industries, which is capital as well as labor intensive. The
setting up of a green field venture and ancillary network require enormous capital investment.
The assembly operation is highly labor intensive.
Two-wheeler production entails an assembly of over 700 components, including those
sourced from vendors / independent service (about 60-70%). In the engine plant, engine
components (cast/ forged parts) are machined and assembled along-with other components.
The engine is then transferred to the main plant and assembled with the body and bought out
components.
Engine is the heart of an automobile. The function of an automobile engine is to convert
chemical energy of the fuel into mechanical energy, to power the vehicle. In the engine,
petrol and air mixture is burnt from the spark ignited by a spark plug in a cylinder. The
combustion builds up pressure, which pushes the piston. The reciprocal movement of the
piston (riveted to a crankshaft) is converted in rotating motion. The power is transmitted from
the crankshaft to the wheels by a mechanism of gears.
The engines can be broadly classified as two and four stroke engines based on number of
strokes used to produce a single power stoke. In a four-stroke engine - suction, compression,
power and exhaust operations are carried out by four different strokes of the piston. Therefore
four-stroke engine produces one power stoke out of every four strokes of the piston. In a two-
stroke engine one power stroke is produced out of every two strokes of the piston.
Scooters originated in Italy and were designed for ladies, particularly nuns. It has no bar in
the front and the engine and wheels are covered for the convenience of women riders. The
scooter engine is shaft driven.
In India, Bajaj Auto started scooter manufacturing in 1972 in collaboration with Piaggio,
Italy. With the passage of time, scooters have taken considerable position in domestic
transport as they are considered
as rugged yet safe family vehicle. This perception was due to a larger board area, which can
be used to carry groceries and a better carrying capacity, which helps in driving three adults
on the vehicle. But the scooters suffered from poor aesthetics, low fuel efficiency and
difficulty in driving.
The introduction of ABS body along with variometric transmission by Kinetic Honda
changed the perception leading to a shift in demand from moped users like youngsters and
working women.
Motorcycle - the name is evolved from motorised cycle. A motorcycle has an engine, wheels
and chain exposed. Moreover, it is chain driven. Two-stroke motorcycles are positioned as
power bikes by making use of their high power delivery to cater the young generation. Four-
stroke motorcycle is positioned as fuel-efficient and environment friendly vehicle.
Mopeds

Mopeds - the motorcycle with pedals is the entry-level two-wheeler. Mopeds are the cheapest
category of two wheelers, having low power compared to scooters and motorcycles. Mopeds
are most popular amongst college students, ladies and low-income households. These
vehicles cost in the range of Rs12,000 and onwards. Mopeds are predominantly used for
small distance transportation. Mopeds are also used as the second vehicle in the family along
with car or scooter/motorcycle.
Autorickshaw, as the name TVS KING ZX indicates is a motorised cycle rikshaw, a three-
wheeler. The shortage of personal and mass commute transport in the country, easy
maneuverability on narrow and crowded roads and low operation costs gave rise to
exponential growth for three-wheeler industry in the country. Three-wheelers are also used as
goods transport vehicles for small distance transportation within the city limits.
The Indian three-wheeler industry is dominated with petrol and new cng engine vehicles. But
the dominance was threatened to an extent with the introduction of diesel engines from
Crompton Greaves, which provides a benefit of low operating cost. But higher vibration and
maintenance cost lead to drop in sales of diesel engine three-wheelers.
Two-wheelers emit harmful pollutants such as carbon monoxide and hydrocarbons. The
emission norms are becoming stringent the world over. In India, the norms are being
implemented in two phases. While the first phase Euro 1 norms have become applicable since
April 1996, even more stringent norms Euro 2 will come into effect from April 1, 2000. The
details about emission norms.
For the two-wheelers new emission norm for year 2000 will be an acid test as none of the
present models except four stroke vehicles confirm to the norms. To full-fill emission norms
the manufacturers have three options: to switch to four-stroke engines, to fit catalytic
converters for the existing models, to improve upon the existing two-stroke engine.
PRODUCT DETAIL

TVS Scooty Pep+ :

TVS Scooty Pep+ launched by TVS Motor Company has been designed keeping in mind the
needs of the upwardly mobile and modern woman. Its newly refined 90cc engine along with
other host of enhancements make it more pepped up as well as sporty, just right for young
girls. With its ‘EZ stand' technology it is much lighter and proves to be of superb
convenience for women riders. Though a marked change has been made in its power, Scooty
Pep+ retains its trendy and sexy looks. A whole lot of rich features have also been
incorporated in the new Scooty Pep+, like greater storage facility, mobile charger, lights
under the seat storage and fluorescent ignition key slot. TVS Scooty Pep+ signifies freedom
and is a more bubbly and cute scooterette.
The TVS Scooty Pep Plus is a modern 4 stroke 90cc scooty that is ideal for the ladies. Its
powerful engine generates maximum power of 5 bhp@ 6500rpm and maximum torque of
5.8nm@ 4000 rpm.
Some of the best features of the Scooty Pep Plus are jewel box headlamp, integrated tail
lamp, chrome plated exhaust, multi reflector indicators, and the striking pillion grab rail.
Besides these, there are many other features to this scooterette that prove very user-friendly-
auto choke, bag hooks, compartmentalized utility box, auto fuel tap, glove box push and pull
bag holder among others.
The Pep Plus Scooty comes in dual texture colors and arresting graphics. The TVS Scooty
Pep Plus is available in following colors:
Pink
Green.
Red.
Blue.
Black.
White.

TVS Soocty TeenZ Elecric:

Tvs scooty is one of the electric moped from the competitors product.Tvs TeenZ have 60cc
engine. Motor rated power is 800w and motor rated torque is 33nm @ 150 rpm. Motor rated
voltage is 48 V. Its wheelbase is 1220 mm. Its average on the road is 40. Scooty TeenZ have
so many additional innovate like Low charge indicator, Puncture resistant tyres, mobile
charger, EaZy center stand, etc. In the new market 60% consumers feedback is exellent. The
TVS Scooty TeenZ is available in following colours:
Carnation Red
Lily Lilac
Tulip Black
TVS Fiero F2:
TVS Fiero F2, launched by TVS Motor Company, is a product of TVS' constant commitment
to push the performance benchmarks to the hilt. A powerful 150cc 4-stroke bike, which also
won the National Motocross Championship, TVS Fiero F2 is a mean machine engineered and
perfected to set new standards in style and performance. Its 8.95 KW (12 bhp) dynamic
engines, capacity of 7000 rpm and the capability of delivering a striking acceleration of 0-60
in just 6 seconds sets TVS Fiero F2 apart from other motorcycles in this category. Human
engineering at its best, the Econometer allows the rider to choose between better pick up and
better fuel economy. Also, its dual mapped ignition system enables the engine to provide
power or economy as per the rider's choice. And last, but not the least, its intelligent CV
carburetor operates on a pressure sensitive diaphragm in constant vacuum for smooth power
transitions resulting in superior mileage efficiency.
TVS Victor GLX125:

TVS Victor GLX 125 introduced by TVS Motor Company has got the new version of the
125cc engine along with an electric start option. The other unique feature offered by this bike
is the air suspension system which works on gas filled shock absorbers for better riding
experience. TVS Victor GLX 125 is the machine of choice for those who are on a lookout for
style, power and performance. The fuel tank has an aircraft styled fuel filler lid. Small cowls
have been placed below each side of the tank filling up the void between the tank and the
engine. Fairing bits and tank have been decorated with smart dual tone
decals. The pillion footrests have been ingenuously mounted on attractive aluminum sub
frame sections, below which runs a heat-shielded silencer in chrome.
Colors: Red, Blue And Black-Silver.
Price: Rs. 42,950
TVS Victor GX:

TVS Victor GX, a quality product from TVS Motor Company, the makers of TVS Apache -
The Bike of the Year, has been launched and it is really a victor when it comes to power,
performance and style. Loaded with a powerful 110cc engine which generates 6 KW (8.1
bhp) of awesome power, TVS Victor GX has got coated anti-friction pistons along with thin
piston rings for superior power transmission which results in longer engine life and lower
maintenance. Latest laser streaked body graphics, bold and big headlamp, sporty and attitude
driven looks, Ride Switch for adjustment of the rear shock absorbers to provide optimum
shock absorption in presence or absence of a pillion rider to ensure a smooth and jerk free
ride on any kind of road. Its specially designed Anti-skid special compound tyers with
custom designed new contours which provide unmatchable grip on any kind of road
conditions and last but not the least an Econometer, a high tech visual guidance system
connected to the digital CDI, along with Economy and Power mode indicators helps the rider
to keep a check on fuel economy or power thereby gaining total control over mileage it is a
complete package incorporating style and performance.
Colors: Red, Black, Metallic olive green, Blue and Metallic
Price: Rs 39,390
TVS Star:

The TVS Star is powered by a 4-stroke 100cc engine that generates maximum power of 5.50
kW (7.5 bhp) @ 7500 rpm and a maximum torque of 7.5 Nm @ 5000 rpm. This bike has
been specially designed for the economy section of the nation. Although the style and looks
of TVS Star might be minimal, its performance is impressive.

The TVS Star is equipped with single-spine frame and telescopic forks as front suspension
and dual shock absorbers at the rear that assures smooth riding experience on the uneven
roads. With a wheelbase of 1250 mm, the bike also offers a steady and comfortable ride.
TVS Apache:

The Honda Apache is a 150 cc, 4 stroke engine, motorcycle that assures a maximum power of
9.95 Kw / (13 bhp) @ 8500 rpm and a maximum torque of 12.3 Nm @ 6000 rpm. The glossy
body panels give it a
very chic appearance. And its brawny engine makes it look very masculine and sporty, which
is what makes this bike a hot favorite among the youth. Since the bike is equipped with
shorter wheelbase, driving in the traffic becomes easier for the rider. Its suspension power
provides a great riding experience even on the rocky roads. The Honda Apache Bike has won
awards such as:
Viewers Choice Bike of The Year ‘06 from CNB NDTV.
Inenious Design Of The Year '06 from Over Drive.
Best Design Of The Year '06 from BBC Top Gear .
Bike Of The Year '06 from Overdrive, Autocar.
TVS Apache RTR 160:
The Honda Apache is a 159.7cc, 4 stroke engine, motorcycle that assures a maximum power
of 11.19 kw@ 8500 rpm and a maximum torque of 13.1nm @ 6000 rpm. The glossy body
panels give it a very chic appearance. And its brawny engine makes it look very masculine
and sporty, which is what makes this bike a hot favorite among the youth. Since the bike is
equipped with shorter wheelbase, driving in the traffic becomes easier for the rider. Its
suspension power provides a great riding experience even on the rocky roads. Its wheelbase
is 1300 mm.
TVS FLAME:

The Flame is powered by a 4-stroke 124.8cc engine that generates maximum power of 7.7kW
@ 7500 rpm and a maximum torque of 10nm @ 6000 rpm. This bike has been specially
designed for the economy section of the nation. Although the style and looks of TVS Flame
might be minimal, its performance is impressive.
The TVS Flame is equipped with single double-spine frame and telescopic forks as front
suspension and dual shock absorbers at the rear that assures smooth riding experience on the
uneven roads. With a wheelbase of 1320 mm, the bike also offers a steady and comfortable
ride. Its have also new additional like a digital consul, tween lamps, Aerodynamic delta
design and also so many way to be attract to consumer.
TVS JUPITAR

TVS Jupiter is a variomatic scooter launched in September 2013 by India's TVS Motor
Company. The launch of the scooter marked the company's entry into the part of the market
that mainly targets females. It is powered by a single-cylinder, four-stroke, 110 cc (6.7 cu in)
engine and delivers 5.88 kW (7.88 bhp) at 7,500 rpm. The scooter delivers a pick-up of 0 to
60 km/h in 11.2 seconds. The scooter has an 'Econometer' and has a fuel efficiency of 49
kmpl, per the manufacturer. In July 2018, TVS Jupiter crossed the 2.5 million unit sales mark
and became the second most sold scooter in India.
Awards
In 2014, the NDTV Car & Bike Awards named the TVS Jupiter the Scooter of the Year. The
TVS Jupiter also won awards from BBC Top Gear India and Bike India, which named it the
Scooter of the Year, making it the most awarded scooter in India. It also won the award for
Excellence in Branding & Marketing at the 5th CMO Asia Awards by World Brand
Congress.[12] TVS reached 500,000 scooters on the road in 18 months, which is a record in
the Indian two-wheeler industry.

Special Edition
In 2015, TVS Motor Company launched a new limited volume variant of the Jupiter, called
the TVS Jupiter Scooter-of-the-Year Special Edition, created to celebrate the TVS Jupiter
being named Scooter of the Year 2014 in India. TVS has successfully launched many models,
such as the TVS Jupiter ZX, TVS Jupiter Classic, and the most recent TVS Jupiter Grande.
 Indian 2 Wheeler Sales Figures – January 2021

Two WHEELERS SALES - DOMASTIC DISPATCHE - JANUARY 2021

Rank Two Wheeler OEM Jan'21 Jan'20 Growth(%) Jan'21 MS Jan'20 MS Diff
1 Hero Motorcop 467753 488069 -4.20% 32.71% 36.40% -3.68%
2 Honda 416716 374114 11.40% 29.14% 27.90% 1.24%
3 TVS 205216 163007 25.90% 14.35% 12.16% 2.20%
4 Bajaj Auto 156404 157796 -0.20% 11.01% 11.77% -0.76%
5 Royal Enfield 64372 61292 5.00% 4.50% 4.57% -0.07%
6 Suzuki 57004 56012 1.80% 3.99% 4.18% -0.19%
7 Yamaha 55151 35913 53.60% 3.86% 2.68% 1.18%
8 Piaggion 6040 4358 38.60% 0.42% 0.32% 0.10%
9 Kawasaki 161 151 6.60% 0.01% 0.01% 0.00%
10 Triumph 62 60 3.30% 0.00% 0.00% 0.00%
11 Mahindra Two wheelers 26 23 13.00% 0.00% 0.00% 0.00%
12 Harley Davidson 23 210 -89.00% 0.00% 0.02% -0.01%
Total Two Wheelers 1429928 1341005 6.60%

Top 10 Scooter Sales Figure – march 2021

NO Top 10 Scooters 21-Mar 20-Mar Diff % Growth % Share Mar 21

1 Activa 199208 114757 84451 73.59 47.15
2 Jupiter 57206 21001 36205 172.4 13.54
3 Access 48672 26476 22196 83.83 11.52
4 Pleasure 28516 13898 14618 105.18 6.75
5 NTORQ 26851 9192 17659 192.11 6.36
6 Dio 22677 29528 -6851 -23.2 5.37
7 Destini 14044 9523 4521 47.47 3.32
8 Burgman 9037 5009 4028 80.42 2.14
9 RayZR 8272 11972 -3700 -30.91 1.96
10 Maestro 8005 3538 4467 126.26 1.89
- Total 422488 244894 177594 72.52 100
Competitors Details
Bajaj Auto limited Ltd.
Bajaj Auto limited is one of the largest two-wheeler manufacturing companies in India apart
from producing two wheelers they also manufacture three wheelers. The company had started
way back in 1945. Initially it used to import the two wheelers from outside, but from 1959 it
started manufacturing of two wheelers in the country. By the year 1970 Bajaj Auto had rolled
out their 100,000th vehicle. Bajaj scooters and motor cycles have become an integral part of
the Indian milieu and over the years have come to represent the aspirations of modern India.
Bajaj Auto also has a technical tie up with Kawasaki heavy industries of Japan to produce the
latest motorcycles in India, which are of world-class quality The Bajaj Kawasaki eliminator
has emerged straight out of the drawing board of Kawasaki heavy industries. The core brand
value of Bajaj Auto limited includes Learning, Innovation, Perfection, Speed and
Transparenc.
Bajaj Auto has three manufacturing units in the country at Akurdi, Waluj and Chakan in
Maharashtra, western India, which produced 1,814,799 vehicles in 2004-05. A network of
backs the sales after sales service and maintenance work shops all over the country.
Then main models of the company are as follows
BAJAJ AVENGER
BAJAJ CT 100
BAJAJ PULSAR
BAJAJ DISCOVER
BAJAJ WAVE
BAJAJ PLATINA

Kinetic Motor Co Ltd.

Kinetic has launched India's first motoscooter in the form of Kinetic Blaze. Kinetic Blaze is a
165 cc scooter which seeks to revolutionize the diminishing scooter market in the country.
The product is a first of the seven series of vehicles which Kinetic want to acquire from the
Italian two-wheeler giant Italjet Spa. However the beginning of the company has been much
more modest. The company has revolutionized the concept of personalized transportation in
India with the launch of Kinetic 'Luna' moped in 1972 thus ushering in the era of mopeds into
the country.
Kinetic has three manufacturing facilities located at Goregaon Bhima, Ahmednagar and
Pithampur to produce more than 4 lakh vehicles per year.
Some products of Kinetic Company are as follows
Kinetic Comet.
Kinetic Aquila.
Kinetic Challenger.
Kinetic Nova.
Kinetic Marve.
Kinetic Zoom.
Kinetic Zing.
Kinetic Luna.
Kinetic-4S.
Kinetic-Boss-115.
Kinetic-GF-125.
Kinetic-GF-170-laser.
Kinetic-Kine.
Kinetic-King-100.

Yamaha motor company.

Yamaha is one of the few Japanese companies, which have given the traditional manufactures
of motorbikes the US, and the European companies a run for their money. It has to be
remembered that the history if two wheelers in Japan is not more than 50 years old while that
in the US and Europe go far beyond that. Yamaha motor company was founded as a
motorcycle manufacturer in 1955, and with in a decade they diversified into other areas like
powerboats and outboard motors. In India the company had got into a joint venture with
Escorts in 1995.
However by the turn of the century Escorts had sold its' stake to leave Yamaha fend on its
own in the Indian market. Yamaha Motor India Private Limited is a 100% owned subsidiary
of Yamaha Motors
Company Limited of Japan, and now it comes with a wide range of products to capture a
large share of the two-wheeler market.
The two-wheeler was durable and coupled with its excellent load carrying capacity the two-
wheeler was an excellent motorcycle for the rural Indian roads. Similarly the Rx 100 and
Rx135 were quite popular among the youth as they provided the extra throttle the young and
restless look for.
However in the recent years Yamaha has concentrated on the urban 100cc deluxe category
introducing motorcycles like the Yamaha Libero. These set of two wheelers come with
international style, cutting edge technology, fuel efficiency, power delivery, and stylized
graphics.
The company is also riding on the popularity of current Bollywood heart throb John Abraham
for the marketing of its' two wheelers. Yamaha is all set to rock the country with a slew of
new products designed for the Young that put power and performance into a generation that
is raring to go all out.
Yamaha believes that its products have huge appeal for this youth segment that seeks
performance and the pleasure of a great drive with technology that is ahead of competition on
style, performance, features and quality. Yamaha believes that these new youth oriented
models will set new standards in the Indian market and help Yamaha gain leadership position
in the market.
Some of the models of Yamaha motor company are
Yamaha Gladiator
Yamaha G5
Yamaha Crux

Hero Honda Motors Ltd.

When Hero Cycles and Honda Motor Company of Japan inked their joint venture in India in
April 1984, few could have imagined that the two would go on to create history and become
the subject of a case study at business schools, internationally.
But that's the Hero Honda saga for you. In a little over two decades, the world's largest
manufacturer of bicycles and the global leader in motorcycles have created not only the
world's single largest motorcycle company but also the most endearing and successful joint
venture for Honda Motor Company worldwide. The company has sold over 15 million
motorcycles and has consistently grown at double digits since its inception and today, every
second motorcycle sold in the country is a Hero Honda.
What makes Hero Honda well, Hero Honda, is synergy. The two partners, leaders in their
respective domains, have been able to consistently draw on each other's strengths. The Hero
Group's deep domain knowledge of the Indian market and its supplier network has meshed
with Honda's mastery over four-
stroke engine technology to create modern and fuel-efficient machines at affordable prices for
India 's 250-300 million strong middle class.
Progressively through the 1980s, the 1990s and now in the 2000s, Hero Honda has relied on 3
R's-- Reach, Research and Reliability as its basic building blocks. Using feedback from the
market, a fully equipped R&D center has consistently created best practices in designing,
testing and harmonization, besides placing strong emphasis on road safety and ride quality.
This emphasis has helped Hero Honda build products that are ahead of their time.
In the 1980s, for example, Hero Honda became the first company in India to prove that it was
possible to drive a vehicle without polluting the roads. The company introduced new
generation motorcycles that set industry benchmarks for fuel thrift and low emission. A
legendary 'Fill it - Shut it - Forget it' campaign captured the imagination of commuters across
India , and Hero Honda sold millions of bikes purely on the commitment of increased
mileage.
The best is yet to come. Hero Honda is powering its way through a market that is still to
unleash its true potential, as barely two per cent of the population has been penetrated so far!
It isn't surprising that the company is in no mood to take its hand off the throttle. As
Brijmohan Lall Munjal, the Chairman, Hero Honda Motors succinctly puts it, "We pioneered
India's motorcycle industry, and it's our responsibility now to take the industry to the next
level. We'll do all it takes to reach there.''
Some of the models of hero Honda are
CD-Dawn
CD-Delux
Pleasure
Splender plus, karizma.
Super Splender, achiever.
Passion plus, Glamour.

LML India Ltd.

The company which is popularly known as LML had its beginning with the manufacturing of
synthetic yarn machine in technical collaboration with ARCT, France. In 1984 the company
ventured into two wheelers read scooters, when a technical collaboration with Piaggio of Italy
was signed and within a couple of year's time it rolled out its' first model in the form of LML
NV. The company is credited with revolutionizing the scooter industry in the country; the
company had taken another bold step by getting into a tie up with the Daelim Motor
Company of South Korea to produce state of the art motorcycles in India. The launch of the
LML Freedom motorcycle catapulted the company into the top 5 two-wheeler
manufacturer of the country. LML Freedom comes with attractive graphics and all the safety
and comfort features one is looking for in a bike. LML Freedom LX comes with the 109.1 cc
4 stroke single cylinder air-cooled engine delivering maximum power of 8.5 bhp @ 7550
rpm. It is a perfect bike, which targets the office goers and middle level executives. It comes
with a wider wheelbase to provide that extra grip on the not so smooth Indian roads.
The company has built metal-bodied scooters for nearly two decades, these set of two
wheelers come with attractive body graphics to appease the taste of scooter lovers all over the
country. The scooters have a wide seat for a comfortable ride; the LML Select II also comes
with a backrest for the comfort of the rider. The scooter also comes with a self-start option to
add convenience to riding.
Though the company is going through a bad phase in the recent years it still continues to
manufacture the classic style scooter LML STAR 125E DLX DISC. The scooter comes with
electric start, hydraulic grimeca front brake and a 12 months warranty.
CHAPTER 4.
DATA ANALYSIS & INTERPRETATION
For analysis and Interpretation we have used sequence of question so that it is very easy for
reader of this project.
(1) Are you aware of any TVS’s dealers?
we can see that out of 250 respondents 181 respondents are aware about TVS Company’s
dealers so from this we conclude that awareness level of TVS dealer is very high.

(2) Which TVS dealers are you aware of ?

Table 4.2 Awareness of different TVS Dealers
TVS Dealers Frequency
Sunita Motors Ltd
Bhoot Motors Ltd
Shakun Motors Ltd
Figure 4.2
From the above Figure, we can see that out of 250 respondents 149 are aware of Sunita
Motors Ltd, 81 were aware of Sunita Motors Ltd, 80 were aware of Bhoot Motors Ltd.

(3) Have you visited Sunita Motors Showroom ?

Table 4.4 Visit to Sunita Motors Showroom.
Visited Frequency Percent Valid Percent Cumulative Percent
Yes 139 55.6 61.0 61.0
No 89 35.6 39.0 100.0
Total 228 91.2 100.0
Missing System 22 8.8
Total 250 100.0

Figure 4.4
From the above Figure, we can conclude that 61% of the respondents have visited Sunita
Motors Ltd for different purposes.

(4) How would you rate your experience with TVS Motors Ltd ?
(For Purchase,Service,inquiry).
Table 4.6 Experience of Purchase:
Return Frequency % Valid percent Cumulative percent
Excellent 80 32 11.1 11.1
Good 70 28 55.6 66.7
Ok 150 22.2 88.9
Total 250 100 100.0
Figure 4.6
From the above Figure, we can see that out of 18 respondents who have visited TVS Motors
Ltd for the purpose of Purchase. They have rated the experience in below mention way
2 respondents have rated their experience with Sunita Motors Ltd as Excellent.
10 respondents have rated their experience with Sunita Motors Ltd as Good.
4 respondents have rated their experience with Sunita Motors Ltd as OK.
2 respondents have rated their experience with Sunita Motors Ltd as Bad.
From this we conclude that approximately 80% of the respondents rated their experience with
Sunita Motors Ltd at the time of Purchase as Good experience.
Please rate the following, as per your preference and experience with Sunita Motors ?
For Purchase:-
Table 4.9 Behaviors of Staff
Rating Frequency Percent Valid percent Cumulative percent
Very satisfied 8 3.2 44.4 44.4
Somewhat satisfied 10 4.0 55.6 100.0
Total 18 7.2 100.0
Missing System 232 92.8
Total 250 100.0
Figure 4.9
From the above Figure, we can see that out of 18 respondents who have visited Sunita Motors
Ltd for the purpose of Purchase. They have rated the experience in below mention way.
8 respondents are very satisfied with the behavior of the Staff of Sunita Motors TVS.
10 respondents are Somewhat satisfied with the behavior of the Staff of Sunita Motors Pvt
Ltd.
From this we conclude that all the respondents who have visited Sunita MotorsMotors for the
purpose of purchase are satisfied with the behavior of staff of TVS.
Table 4.10 Location
Rating Frequency Percent Valid percent Cumulative percent
somewhat satisfied 12 4.8 66.7 66.7
Indifferent 6 2.4 33.3 100.0
Total 18 7.2 100.0
Missing System 232 92.8
Total 250 100.0
Figure 4.10
From the above Figure, we can see that out of 18 respondents who have visited TVS
showwoom for the purpose of Purchase. They have rated the experience in below mention
way.
12 respondents are Somewhat satisfied with the Location of showroom.
6 respondents are Indifferent with the Location of showroom.
From this we conclude that approximately 60% of the respondents who have visited TVS for
the purpose of purchase are satisfied with the Location of showroom.
Table 4.11 Service
Rating Frequency % Valid percent Cumulative percent
somewhat satisfied 6 2.4 33.3 33.3
Indifferent 10 4.0 55.6 88.9
Very dissatisfied 2 .8 11.1 100.0
Total 18 7.2 100.0
Missing System 232 92.8
Total 250 100.0
Figure 4.11
From the above Figure, we can see that out of 18 respondents who have visited TVS for the
purpose of Purchase. They have rated the experience in below mention way.
6 respondents are somewhat satisfied with the Service of TVS.
10 respondents are Indifferent with the Service of TVS
2 respondents are very dissatisfied with the Service of TVS
From this we conclude that approximately 33% of the respondents who have visited TVS for
the purpose of purchase are somewhat satisfied while approximately 50% are indifferent and
17% are very dissatisfied with the Service of TVS at purchasing time.
Table 4.12 Time taken for service
Rating Frequency % Valid percent Cumulative percent
very satisfied 2 .8 11.1 11.1
somewhat satisfied 8 3.2 44.4 55.6
Indifferent 2 .8 11.1 66.7
somewhat dissatisfied 6 2.4 33.3 100.0
Total 18 7.2 100.0
Missing System 232 92.8
Total 250 100.0
Figure 4.12
From the above Figure, we can see that out of 18 respondents who have visited TVS for the
purpose of Purchase. They have rated the experience in below mention way.
2 respondents are very satisfied with the Time taken of Service by TVS.
8 respondents are somewhat satisfied with the Time taken of Service by TVS.
2 respondents are Indifferent with the Time taken of Service by TVS.
6 respondents are somewhat dissatisfied with the Time taken of Service by TVS.
From this we conclude that approximately 56% of the respondents who have visited TVS for
the purpose of purchase are satisfied while approximately 11% are indifferent and 33% are
somewhat dissatisfied with the Service of TVS at purchasing time.
For Service :-
Table 4.13 Behavior of Staff
Rating Frequency Percent Valid percent Cumulative percent
Very satisfied 79 31.6 73.8 73.8
Somewhat satisfied 26 10.4 24.3 98.1
Somewhat dissatisfied 2 .8 1.9 100.0
Total 107 42.8 100.0
Missing System 143 57.2
Total 250 100.0
Figure 4.13
From the above Figure, we can see that out of 107 respondents who have visited TVS for the
purpose of Service. They have rated the experience in below mention way.
79 respondents are very satisfied with the behavior of the Staff of Sunita Motors Pvt Ltd.
26 respondents are somewhat satisfied with the behavior of the Staff of Sunita Motors Ltd.
2 respondents are somewhat dissatisfied with the behavior of the Staff of Sunita Motors Ltd.
From this we conclude that all the respondents who have visited Sunita Motors Pvt Ltd. for
the purpose of service are very satisfied with the behavior of staff of Sunita Motors Pvt Ltd.
Table 4.14 Location
Rating Frequency Percent Valid Percent Cumulative Percent
very satisfied 4 1.6 3.7 3.7
Somewhat satisfied 93 37.2 86.9 90.7
Indifferent 6 2.4 5.6 96.3
Somewhat dissatisfied 2 .8 1.9 98.1
very dissatisfied 2 .8 1.9 100.0
Total 107 42.8 100.0
Missing System 143 57.2
Total 250 100.0
Figure 4.14
From the above Figure, we can see that out of 107 respondents whohave visited Sunita
Motors Pvt Ltd. for the purpose of Service. They have rated the experience in below mention
way.
4 respondents are very satisfied with the Location of Shenik Motors Pvt Ltd.
93 respondents are somewhat satisfied with the Location of Sunita Motors Ltd.
6 respondents are indifferent with the Location of Sunita Motors Ltd.
2 respondents are somewhat dissatisfied with the Location of Sunita Motors Ltd.
2 respondents are very satisfied with the Location of Sunita Motors Ltd.
From this we conclude that approximately 60% of the respondents who have visited Sunita
Motors Ltd.for the purpose of service are satisfied with the Location of Sunita Motors Pvt
Ltd.
Table 4.15 Service
Rating Frequency % Valid Percent Cumulative Percent
very satisfied 15 6.0 14.0 14.0
Somewhat satisfied 20 8.0 18.7 32.7
Indifferent 36 14.4 33.6 66.4
somewhat dissatisfied 24 9.6 22.4 88.8
very dissatisfied 12 4.8 11.2 100.0
Total 107 42.8 100.0
Missing System 143 57.2
Total 250 100.0
Figure 4.15
From the above Figure, we can see that out of 107 respondents who have visited Sunita
Motors Ltd. for the purpose of Service. They have rated the experience in below mention way
15 respondents are very satisfied with the Service of Sunita Motors Ltd.
20 respondents are Somewhat satisfied with the Service of Sunita Motors Ltd.
36 respondents are Indifferent with the Service of Sunita Motors Ltd.
24 respondents are Somewhat dissatisfied with the Service of Sunita Motors Ltd.
12 respondents are very dissatisfied with the Service of Sunita Motors Ltd.
From this we conclude that approximately 14% of the respondents who have visited Sunita
Motors Ltd. for the purpose of service are very satisfied while approximately 19% are
somewhat satisfied and approximately 34% are indifferent and 22% are somewhat
dissatisfied and approximately 11% are very dissatisfied with the Service of Sunita Motors
Pvt Ltd. at service time.
Table 4.16 Time taken for service
Rating Frequency Percent Valid percent Cumulative percent
very satisfied 75 30.0 70.1 70.1
somewhat satisfied 16 6.4 15.0 85.0
Indifferent 14 5.6 13.1 98.1
somewhat dissatisfied 2 .8 1.9 100.0
Total 107 42.8 100.0
Missing System 143 57.2
Total 250 100.0
Figure 4.16
From the above Figure, we can see that out of 107 respondents who have visited Sunita
Motors Ltd. for the purpose of service. They have rated the experience in below mention way
75 respondents are very satisfied with the Time taken of Service by Sunita Motors Ltd.
16 respondents are somewhat satisfied with the Time taken of Service by Sunita Motors Ltd.
14 respondents are Indifferent with the Time taken of Service by Sunita Motors Pvt Ltd.
2 respondents are somewhat dissatisfied with the Time taken of Service by Sunita Motors Pvt
Ltd.
From this we conclude that approximately 85% of the respondents who have visited Sunita
Motors Pvt Ltd. for the purpose of purchase are satisfied while approximately 13% are
indifferent and 2% are somewhat dissatisfied with the Service of Sunita Motors Pvt Ltd. at
the service time.
For Inquiry :-
Table 4.17 Behavior of Staff
Rating Frequency Percent Valid percent Cumulative percent
Very satisfied 17 6.8 45.9 45.9
somewhat satisfied 12 4.8 32.4 78.4
Indifferent 4 1.6 10.8 89.2
somewhat dissatisfied 4 1.6 10.8 100.0
Total 37 14.8 100.0
Missing System 213 85.2
Total 250 100.0
Figure 4.17
From the above Figure, we can see that out of 37 respondents who have visited Sunita Motors
Pvt Ltd. for the purpose of Inquiry. They have rated the experience in below mention way
17 respondents are very satisfied with the behavior of the Staff of Sunita Motors Ltd.
12 respondents are somewhat satisfied with the behavior of the Staff of Sunita Motors Ltd.
4 respondents are indifferent with the behavior of the Staff of Sunita Motors Ltd.
4 respondents are somewhat dissatisfied with the behavior of the Staff of Sunita Motors Ltd.
From this we conclude that all the respondents who have visited Sunita Motors Ltd. for the
purpose of inquiry are very satisfied with the behavior of staff of Sunita Motors Pvt Ltd.
because approximately 78% respondents are very satisfied and approximately 11%
respondents are indifferent and approximately11% respondents are somewhat dissatisfied.
Table 4.18 Location
Rating Frequency Percent Valid percent Cumulative percent
very satisfied 2 .8 5.4 5.4
somewhat satisfied 17 6.8 45.9 51.4
Indifferent 14 5.6 37.8 89.2
somewhat dissatisfied 4 1.6 10.8 100.0
Total 37 14.8 100.0
Missing System 213 85.2
Total 250 100.0
Figure 4.18
From the above Figure, we can see that out of 37 respondents who have visited Sunita Motors
Ltd. for the purpose of Inquiry. They have rated the experience in below mention way
2 respondents are very satisfied with the Location of Sunita Motors Ltd.
17 respondents are somewhat satisfied with the Location of Sunita Motors Ltd.
14 respondents are Indifferent with the Location of Sunita Motors Ltd.
4 respondents are somewhat dissatisfied with the Location ofSunita MotorsMotors Ltd.
From this we conclude that approximately 51% of the respondents who have visited Sunita
Motors Ltd. for the purpose of inquiry are satisfied and approximately 38% are indifferent
and approximately 11% are somewhat dissatisfied with the Location of Sunita Motors Ltd. at
the inquiry time.
About TVS Two-wheeler:
Do you own any two-wheeler?
Table 4.19 Ownership of Two Wheeler
Ownership Frequency Percent Valid percent Cumulative percent
Yes 216 86.4 86.4 86.4
No 34 13.6 13.6 100.0
Total 250 100.0 100.0
Figure 4.19
From the above Figure, we can see that out of 250 respondents 216 respondents already
owned two wheeler or we can say that approximately 86% people of Jodhpur have a vehicle
only 14% people do not have vehicle.
Which of the following two wheeler do you have?
Table 4.20 Type of two wheeler own by respondent
Type of Two wheeler Frequency Percentage
Motorbike 135 39.94%
Scooter 72 21.13%
Moped 131 38.76%
Total 338 100%
Figure 4.20
From the Figure we can see that the ratio of owning two-wheeler is as per below
Out of 216 respondents who owned the two wheeler,
40% respondents owned Motorbike
21% respondents owned Scooter
39% respondents owned Moped
It shows that ownership of Motorbike and Moped is more as compared to Scooter.
Which company’s two-wheeler do you have?
Table 4.21 Market share of every Company
Company Name Frequency Percentage
TVS 142 41.17%
HERO HONDA 76 22.35%
YAMAHA 18 5.29%
LML 19 5.58%
BAJAJ 83 24.40%
OTHERS 2 1.21%
Total 340 100%
Figure 4.21
From the Figure we can see that the ratio of owning type of two wheeler is as per below
Out of 216 respondents who owned the two wheeler,
41% respondents owned the two wheeler of TVS Company.
22% respondents owned the two wheeler of Hero Honda Company.
5% respondents owned the two wheeler of Yamaha Company.
6% respondents owned the two wheeler of LML Company.
24% respondents owned the two wheeler of Bajaj Company.
2% respondents owned the two wheeler of Other than the above
Company.
It shows that ownership of TVS company’s two wheeler is more as compared to the other
company so there is nice opportunity for the Service Centre of Sunita Motors Pvt Ltd.
Do you intend to buy any Two Wheeler within next one year?
Table 4.22 Intension of buying
Intension of buying Frequency Percent Valid Percent Cumulative Percent
YES 67 26.8 26.8 26.8
NO 183 73.2 73.2 100.0
Total 250 100.0 100.0
Figure 4.22
From the above Figure, we can see that out of 250 respondents 67 respondents or we can say
27% respondents are interested in buying vehicle within next one year so there is potential
demand of two wheeler within next one year.
Which type of two wheeler do you want to buy?
Table 4.23 Type of Two Wheeler Intended
Type Frequency % Valid Percent Cumulative Percent
Motorbike 49 19.6 73.1 73.1
Scooter 4 1.6 6.0 79.1
Moped 14 5.6 20.9 100.0
Total 67 26.8 100.0
Missing System 183 73.2
Total 250 100.0
Figure 4.23
From the Figure we can see that out of 67 respondents who want to buy two-wheeler within
next one year, there are
73% respondents wants to buy Motorbike
6% respondents wants to buy Scooter
21% respondents wants to buy Moped
Which Company two wheeler do you intend to buy?
Table 4.24 Intended companies
Company Name Frequency % Valid Percent Cumulative Percent
TVS 20 8.0 29.9 29.9
HERO HONDA 24 9.6 35.8 65.7
YAMAHA 4 1.6 6.0 71.6
LML 2 .8 3.0 74.6
BAJAJ 11 4.4 16.4 91.0
OTHERS 6 2.4 9.0 100.0
Total 67 26.8 100.0
Missing System 183 73.2
Total 250 100.0
Figure 4.24
From the above Figure, we can see that out of 67 respondents who are interested in buying
two-wheeler within next one year
20 respondents are interested in buying two-wheeler of TVS company.
24 respondents are interested in buying two-wheeler of Hero Honda company.
20 respondents are interested in buying two-wheeler of Yamaha company.
20 respondents are interested in buying two-wheeler of LML company.
20 respondents are interested in buying two-wheeler of Bajaj company.
20 respondents are interested in buying two-wheeler of other than the above company.
Are you aware about TVS Company?
Table 4.25 Awareness of TVS Company
Rating Frequency % Valid percent Cumulative percent
Yes 238 95.2 95.2 95.2
No 12 4.8 4.8 100.0
Total 250 100.0 100.0
Figure 4.25
From the above Figure, we can see that out of 250 respondents 238 respondents or we can say
approximately 95% respondents are aware about to TVS company So it shows good sign for
company.
Which Brand of TVS company’s two-wheeler are you like most?
Table 4.26 Most Likable Bike of TVS
Model Frequency % Valid percent Cumulative percent
Flame 124 49.6 52.1 52.1
Apache RTR 160 40 16.0 16.8 68.9
Victor 36 14.4 15.1 84.0
Star 22 8.8 9.2 93.3
Other 10 4.0 4.3 97.5
None 6 2.4 2.5 100.0
Total 238 95.2 100.0
Missing System 12 4.8
Total 250 100.0
Figure 4.26
From the above Figure, we can see that out of 238 respondents who is aware about TVS
Company there are
52% respondents like most the Flame brand of TVS company.
17% respondents like most the Apache RTR 160 brand of TVS company.
15% respondents like most the Victor brand of TVS company.
9% respondents like most the Star brand of TVS company.
4% respondents like most the other brand of TVS company than given Above.
3% respondents are not like any brand of TVS company.
Table 4.27 Most Likable Moped of TVS Company
Models Frequency % Valid percent Cumulative percent
Scooty TeenZ 106 42.4 44.5 44.5
Scooty pep 128 51.2 53.8 98.3
Other 2 .8 .8 99.2
None 2 .8 .8 100.0
Total 238 95.2 100.0
Missing System 12 4.8
Total 250 100
Figure 4.27
From the above Figure, we can see that out of 238 respondents who is aware about TVS
company there are
44% respondents like most the Scooty TeenZ brand of TVS company in moped segment
54% respondents like most the Scooty Pep brand of TVS company in moped segment
1% respondents like most the other brand of TVS company than given above in moped
segment
1% respondents are not like any brand of TVS company in moped segment
Which color of two wheeler attracts you most
Table 4.28 Most Likable Color
Color Frequency % Valid percent Cumulative percent
Black 74 29.6 29.6 29.6
Blue 49 19.6 19.6 49.2
Silver 49 19.6 19.6 68.8
Red 40 16.0 16.0 84.8
Green 24 9.6 9.6 94.4
Other 14 5.6 5.6 100.0
Total 250 100 100.0
Figure 4.28
From the above Figure, we can see that out of 250 respondents
74 respondents like most black color for their two-wheeler
49 respondents like most blue color for their two-wheeler
49 respondents like most silver color for their two-wheeler
40 respondents like most red color for their two-wheeler
24 respondents like most green color for their two-wheeler
14 respondents like other color than given above for their two-wheeler
It gives idea to the company that on which color’s two-wheeler company should give more
concentration.
Which payment scheme do you like more for buying two-wheeler?
Table 4.29 Payment Scheme
Payment scheme Frequency % Valid percent Cumulative percent
Cash Payment 181 72.4 72.4 72.4
EMI 69 27.6 27.6 100.0
Total 250 100.0 100.0
Figure 4.29
From the above Figure, we can see that out of 250 respondents
181 respondents are interested in Cash Payment
69 respondents are interested in Installation
It gives the idea that the people of V.P.Road prefer the Cash payment as compared to the
Installment.
Up to what percent would you like to avail Finance facility?
Table 4.30 Percentage of down payment
Down payment Frequency % Valid Percent Cumulative Percent
up to 50% 22 8.8 31.9 31.9
up to 75% 39 15.6 56.5 88.4
100% 8 3.2 11.6 100.0
Total 69 27.6 100.0
Missing System 181 72.4
Total 250 100.0
Figure 4.30
From the above Figure, we can see that out of 69 respondents interested in Installment. From
that the respondents want to pay down payment in percentage is given below
32% respondents are interested in paying up to 50% down payment
57% respondents are interested in paying up to 75% down payment
11% respondents are interested in paying up to 100% down payment
What should be the ideal loan period?
Table 4.31 Period of Loan
Period Frequency % Valid percent Cumulative percent
12 months 6 2.4 8.7 8.7
24 months 31 12.4 44.9 53.6
36 months 32 12.8 46.4 100.0
Total 69 27.6 100.0
Missing System 181 72.4
Total 250 100.0
Figure 4.31
From the above Figure, we can see that out of 69 respondents interested in Installment. From
that the respondents want the ideal period of loan is given below
9% respondents wants 12 months as ideal loan period
45% respondents wants 24 months as ideal loan period
46% respondents wants 36 months as ideal loan period
Rate the following attributes as per your preference from most important to least important.
Table 4.32.1 Price
Rating Frequency % Valid Percent Cumulative Percent
most imp 52 20.8 20.8 20.8
Very imp 85 34.0 34.0 54.8
Important 64 25.6 25.6 80.4
not much imp 35 14.0 14.0 94.4
least imp 14 5.6 5.6 100.0
Total 250 100.0 100.0
Figure 4.32.1
From the Figure we can say that out of 250 respondents
52 respondents are rated price as a most important attribute
85 respondents are rated price as a very important attribute
64 respondents are rated price as an important attribute
35 respondents are rated price as a not much important attribute
14 respondents are rated price as a least important attribute
So we can say that price is a most important attribute at the time of buying the two-wheeler.
Table 4.32.2 Fuel Efficiency
Rating Frequency % Valid Percent Cumulative Percent
Most imp 43 17.2 17.2 17.2
Very imp 75 30.0 30.0 47.2
Important 95 38.0 38.0 85.2
Not much imp 28 11.2 11.2 96.4
Least imp 9 3.6 3.6 100.0
Total 250 100.0 100.0
Figure 4.32.2
From the Figure we can say that out of 250 respondents
43 respondents are rated price as a most important attribute
75 respondents are rated price as a very important attribute
95 respondents are rated price as a important attribute
28 respondents are rated price as a not much important attribute
9 respondents are rated price as a least important attribute
So we can say that Fuel Efficiency is a most important attribute at the time of buying the two-
wheeler.
Table 4.32.3 Maintenance Cost
Rating Frequency % Valid percent Cumulative percent
most imp 22 8.8 8.8 8.8
very imp 125 50.0 50.0 58.8
Important 53 21.2 21.2 80.0
not much imp 45 18.0 18.0 98.0
least imp 5 2.0 2.0 100.0
Total 250 100.0 100.0
Figure 4.32.3
From the Figure we can say that out of 250 respondents
22 respondents are rated maintenance cost as a most important attribute
125 respondents are rated maintenance cost as a very important attribute
53 respondents are rated maintenance cost as a important attribute
45 respondents are rated maintenance cost as a not much important attribute
5 respondents are rated maintenance cost as a least important attribute
So we can say that maintenance cost is a most important attribute at the time of buying the
two-wheeler.
Table 4.32.4 Style/Looks
Rating Frequency % Valid percent Cumulative percent
most imp 96 38.4 38.4 38.4
very imp 59 23.6 23.6 62.0
Important 38 15.2 15.2 77.2
not much imp 36 14.4 14.4 91.6
least imp 21 8.4 8.4 100.0
Total 250 100 100.0
Figure 4.32.4
From the Figure we can say that out of 250 respondents
96 respondents are rated Style/Looks as a most important attribute
59 respondents are rated Style/Looks as a very important attribute
38 respondents are rated Style/Looks as a important attribute
36 respondents are rated Style/Looks as a not much important attribute
21 respondents are rated Style/Looks as a least important attribute
So we can say that Style/Looks is an important attribute at the time of buying the two-
wheeler.
Table 4.32.5 Sturdiness
Rating Frequency % Valid percent Cumulative percent
most imp 22 8.8 8.8 8.8
very imp 117 46.8 46.8 55.6
Important 62 24.8 24.8 80.4
not much imp 41 16.4 16.4 96.8
least imp 8 3.2 3.2 100.0
Total 250 100 100.0
Figure 4.32.5
From the Figure we can say that out of 250 respondents
22 respondents are rated sturdiness as a most important attribute
117 respondents are rated sturdiness as a very important attribute
62 respondents are rated sturdiness as a important attribute
41 respondents are rated sturdiness as a not much important attribute
8 respondents are rated sturdiness as a least important attribute
So we can say that sturdiness is a most important attribute at the time of buying the two-
wheeler.
Table 4.32.6 Pick up & Power
Rating Frequency % Valid percent Cumulative percent
most imp 61 24.4 24.4 24.4
very imp 60 24.0 24.0 48.4
Important 61 24.4 24.4 72.8
not much imp 62 24.8 24.8 97.6
least imp 6 2.4 2.4 100.0
Total 250 100 100.0
Figure 4.32.6
From the Figure we can say that out of 250 respondents
61 respondents are rated pick up and power as a most important attribute
60 respondents are rated pick up and power as a very important attribute
61 respondents are rated pick up and power as an important attribute
62 respondents are rated pick up and power as not much important attribute
6 respondents are rated pick up and power as a least important attribute
So we can say that sturdiness is a most important attribute for approximately 72%
respondents and not much important attribute for 28% respondents at the time of buying the
two-wheeler
Table 4.32.7 Resale Value
Rating Frequency % Valid percent Cumulative percent
most imp 26 10.4 10.4 10.4
very imp 66 26.4 26.4 36.8
Important 48 19.2 19.2 56.0
not much imp 72 28.8 28.8 84.8
least imp 38 15.2 15.2 100.0
Total 250 100.0 100.0
Figure 4.32.7
From the Figure we can say that out of 250 respondents
26 respondents are rated Resale value and power as a most important attribute
66 respondents are rated Resale value as a very important attribute
48 respondents are rated Resale value as an important attribute
62 respondents are rated Resale value as not much important attribute
6 respondents are rated Resale value as a least important attribute
So we can say that Resale value is a most important attribute for approximately 56%
respondents and not much important attribute for 44% respondents at the time of buying the
two-wheeler.
Table 4.32.8 After Sale service
Rating Frequency % Valid percent Cumulative percent
most imp 25 10.0 10.0 10.0
very imp 85 34.0 34.0 44.0
Important 70 28.0 28.0 72.0
not much imp 50 20.0 20.0 92.0
least imp 20 8.0 8.0 100.0
Total 250 100 100.0
Figure 4.32.8
From the Figure we can say that out of 250 respondents
25 respondents are rated after sale service as a most important attribute
85 respondents are rated after sale service as a very important attribute
70 respondents are rated after sale service as an important attribute
50 respondents are rated after sale service as not much important attribute
20 respondents are rated After sale service as a least important attribute
So we can say that after sale service is a most important attribute for approximately 72%
respondents and not much important attribute for 28% respondents at the time of buying the
two-wheeler.
Table 4.32.9 Brand Image
Rating Frequency % Valid percent Cumulative percent
most imp 48 19.2 19.2 19.2
very imp 71 28.4 28.4 47.6
Important 53 21.2 21.2 68.8
not much imp 48 19.2 19.2 88.0
least imp 30 12.0 12.0 100.0
Total 250 100 100.0
Figure 4.32.9
From the Figure we can say that out of 250 respondents
48 respondents are rated Brand image as a most important attribute
71 respondents are rated Brand image as a very important attribute
53 respondents are rated Brand image as an important attribute
48 respondents are rated Brand image as not much important attribute
30 respondents are rated Brand image as a least important attribute
So we can say that Brand image is a most important attribute for approximately 69%
respondents and not much important attribute for approximately 31% respondents at the time
of buying the two-wheeler.
Table 4.33 Age of Respondent
Age group Frequency % Valid percent Cumulative percent
18 to 25 years 54 21.6 21.6 21.6
25 to 35 years 126 50.4 50.4 72.0
> 35 years 70 28.0 28.0 100.0
Total 250 100.0 100.0
Figure 4.33
From the above Figure we can say that out of 250 respondents
54 respondents are between the age of 18 to 25 years
126 respondents are between the age of 25 to 35 years
70 respondents are age of more than 35 years
Table 4.34 Income of Respondent
Income Frequency % Valid percent Cumulative percent
< 50000 6 2.4 2.4 2.4
50001 to 1,00,000 50 20.0 20.0 22.4
100001 to 150000 123 49.2 49.2 71.6
150001 to 200000 57 22.8 22.8 94.4
more than 200000 14 5.6 5.6 100.0
Total 250 100 100.0
Figure 4.34
From the above Figure, we can see that out of 250 respondents
6 respondents have annual income of less than 50000
50 respondents have annual income between 50001 and 100000
123 respondents have annual income between 100001 to 150000
57 respondents have annual income between 150001 to 200000
14 respondents have annual income of more then 200000

SWOT ANALYSIS
Strength of TVS Motor Company LTD.
# Machine: Using all top machines of the world.
# Money: Finance has never been a problem
For
# Motor: Because of it’s proper financial management. And reputation and have huge group
of investors.
# Material: TVS Motor Company LTD. never faces problem in case of raw Materials because
of good contacts.
# Management: TVS Motor Company Ltd. has got excellent Management because workers
are relived without any chaos.
# Monitoring: TVS Motor Company Ltd. has got excellent monitoring System, which helps
in smooth working of industry.
Other characteristics:
Good Quality Product.
High quality manpower.
Product competitiveness: less competition.
WEAKNESS:
Number of Two Wheeler based industry across the country is less compare to Competitors.
Due to different machines big machines parts are required, as inventory and no specific
products there fore huge inventory of row material is also required money is block.
Due to composite unit they have to follow all the rules & regulation of governments.
OPPORTUNITY:
There is a golden opportunity for the company, if it uses its brand name effectively and
advertises it effectively.
Opportunity to capture more market shares if it increases its strength.
Opportunity to use the experience for creating more awareness and capture more business.
Scope of matching all international market standards.
THREATS:
Threat from the competitor regarding the way of doing business.
Threat regarding mal- practices
Increase in new players enter the business

CHAPTER 5.
FINDINGS
FOR SUNITA MOTORS PVT. LTD.
- Awareness Level of TVS dealer is very high, out of 250 respondents 181 respondents are
aware of TVS dealers
- Awareness level of Sunita Motors Ltd. is very low because out 125 respondents who are no
the customers of Sunita Motors Ltd. only 32 respondents are aware of Sunita Motors Pvt Ltd.
- 61% respondents have visited Sunita Motors Pvt Ltd. for different purposes
- From analysis we came to know that out of 139 respondents who have visited Sunita Motors
Ltd. 107 have visited Sunita Motors Ltd. for the purpose of service which indicate that
customers mostly prefer to visit Sunita Motors Pvt Ltd. for the purpose of Service
- 80% of the respondents who have visited Sunita Motors Ltd. for the purpose of purchase
have rated their experience as a good experience
- In case of the respondents who have visited Sunita Motors Ltd. for the purpose of service
57% of the respondents have rated their experience for service in Sunita Motors Ltd. as bad
experience
- In case of the respondents who have visited Sunita Motors Ltd. for the purpose of inquiry
67% of the respondents have rated their experience as good experience with Sunita Motors
Ltd..
- In case of satisfaction level of customer who have visited Sunita Motors Pvt Ltd. for
Purchase
Approximately all the respondents are satisfied with the behavior of the Staff
67% respondents are some what satisfied with location and 33% are indifferent
6 respondents are somewhat satisfied with service, 10 respondents are indifferent and 2 are
somewhat dissatisfied
More than 60% of the respondents are satisfied with the time taken for service by Sunita
Motors Pvt Ltd.
- In case of satisfaction level of customer who have visited Sunita Motors Pvt Ltd. for inquiry
Out of 37 respondents 29 respondents are satisfied with behavior of staff
Out of 37 respondents 19 are satisfied while 14 are indifferent and 4 are somewhat
dissatisfied
For TVS Company
- Out of 250 respondents 216 respondents have owned two-wheeler
- Out of 216 respondents 135 have owned motorbike, 72 have owned scooter, 131 have
owned moped
- Out of 216 respondents
41.17% have owned TVS company’s two-wheeler
22.35% have owned Hero Honda company’s two-wheeler
5.29% have owned Yamaha company’s two-wheeler
5.58% have owned LML company’s two-wheeler
24.40% have owned Bajaj company’s two-wheeler
1.21% have owned other than the above company’s two-wheeler
- Out of 250 respondents, 67 respondents are interested in buying two-wheeler within next
one year
- Out of 67 respondents who are interested in buying two-wheeler within next one year,
49 are interested in buying motorbike
4 are interested in buying scooter
14 are interested in buying moped
- Out of 67 respondents
8% are interested in buying TVS company’s two-wheeler
9.6% are interested in buying Hero Honda company’s two-wheeler
1.6% are interested in buying Yamaha company’s two-wheeler
0.8% are interested in buying LML company’s two-wheeler
4.4% are interested in buying Bajaj company’s two-wheeler
2.4% are interested in buying other than above company’s two-wheeler
- Awareness level of TVS company is very high out of 250 respondents 238 respondents are
aware about TVS company
- Victor is most preferable brand of motorbike of TVS company out of 250 respondents 126
respondents prefer Victor
- Scooty TeenZ is most preferable brand of moped of TVS company. Out of 250 respondents
130 respondents prefer Scooty TeenZ
- Black color is most preferable color of two-wheeler by respondents. Out of 250 respondents
74 respondents prefer Black color of their two-wheeler after that the Silver and Blue color
can take place
- In case of Payment Scheme out of 250 respondents 181 respondents are interested in cash
payments.

CONCLUSION
After completing my training in SUNITA MOTORS PVT LTD. I came to conclude that the
TVS is company progressing day by day. The present condition of the company is fair
because each and every individuals, groups, department etc. is well coordinate to improve the
level of standard.
The company for its development purpose must see its employee’s works together as a
family, for this the company needs to take steps for motivating them.
Finance department is booming phase there is a big hike in the profit every year and company
is constantly trying to restrictor is financial liabilities and make it s financial based stronger.
It is trying to maintain zero level inventories so that money is not block.
Today the TVS stand tall at the forefront of the industry in India. The Sterling TVS operates
sound business in diverse areas like two wheeler product.
RECOMMENDATION & SUGGETION
For Sunita Motors Pvt Ltd.
- Our main suggestion to Sunita Motors Pvt Ltd. is that they should concentrate on the
Publicity of their showroom so that awareness level of the people of this area should be
increase
Distribute attracting pamphlets containing whole information of Sunita Motors Ltd. in
Jodhpur
Give advertise on Television through local channel or cable of Jodhpur
- They should appoint out a beautiful female receptionist cum office assistance to attract more
people to visit Sunita Motors Ltd.
- Computerized database about customers to be maintain, to be in touch with customers
- For maintaining good relationship and contact with customers greeting should be sent to the
customers greeting should be sent to the customer on the occasion of Diwali, Birthday of the
customers
- Training and guidance to be provided to the employee that how to behave with customers so
that they should behave in more proper way with customers
- They should provide a scheme of 10% discount on the service or one service should be
provided free to the customers who came service for five times
For TVS Motors
- New model should be introduced in moped segment with more mileage
- More concentration should be given on different models of motorbike, like Centra, Star
Because people are less aware about these models
- Now days people are more interested in buying motorbike instead of Scooter so that
aggressive selling effort should be made by introducing different schemes.

CHAPTER 6.
QUESTIONNAIRE
Research study on “A STUDY REPORT ON CUSTOMER SATISFACTION AND
SERVICE ANALYSIS OF TVS IN JODHPUR CITY the study is undergone at Sunita
motors TVS.
Dear Respondent,
My self Himanshi Lohiya BBA final year student from Aishwarya College of Educition. I
request you to fill up the following questionnaire for my research project as a part of my
curriculum for completing my B.B.A Programme. I assure you that information revealed here
will remain confidential & will be used for academic purpose only.
Do you aware of any TVS’s dealers?
[ ] Yes [ ] No
Which TVS dealers are you aware of?
[ ] Shrenik Tvs Motors Pvt Ltd.
[ ] Central Sales & services
Are you aware of Sunita Motors Pvt Ltd.?
[ ] Yes [ ] No
Have you visited Sunita Motors Pvt Ltd.?
[ ] Yes [ ] No
What was your purpose for visiting Sunita Motors Ltd.?
[ ] For Purchase [ ] For Service
[ ] For Inquirys
How would you rate your experience with Sunita Motors Pvt Ltd.? (For Purchase)
[ ] Excellent [ ] Good
[ ] O.K [ ] Very Bad
How would you rate your experience with Sunita Motors Pvt Ltd.? (For Service)
[ ] Excellent [ ] Good
[ ] O.K [ ] Bad
[ ] Very Bad
How would you rate your experience with Sunita Motors Pvt Ltd.? (For Inquiry)
[ ] Excellent [ ] Good
[ ] O.K
Please rate the following, as per your preference and experience with Sunita Motors Pvt Ltd..
For Purchase:-
1. Behavior of Staff at the time of Purchase
[ ] Very Satisfied
[ ] Somewhat Satisfied
2. Location at the time of Purchase
[ ] Indifferent
[ ] Somewhat Satisfied
3. Service at the time of Purchase
[ ] Indifferent [ ] Somewhat Satisfied
[ ] Very Dissatisfied
4. Time taken for service at the time of Purchase
[ ] Very Satisfied [ ] Somewhat Satisfied
[ ] Indifferent [ ] Somewhat Dissatisfie
For Service: -
1. Behavior of Staff at the time of Service
[ ] Very Satisfied [ ] Somewhat Satisfied
[ ] Somewhat Dissatisfied
2. Location at the time of Service
[ ] Very Satisfied [ ] Somewhat Satisfied
[ ] Indifferent [ ] Somewhat Dissatisfied
[ ] Very Dissatisfied
3. Service at the time of Service Of Vehicle
[ ] Very Satisfied [ ] Somewhat Satisfied
[ ] Indifferent [ ] Somewhat Dissatisfied
[ ] Very Dissatisfied
4. Time taken for service at the time of Service
[ ] Very Satisfied [ ] Somewhat Satisfied
[ ] Indifferent [ ] Somewhat Dissatisfied
For Inquiry: -
1. Behavior of Staff at the time of Inquiry
[ ] Very Satisfied [ ] Somewhat Satisfied
[ ] Indifferent [ ] Somewhat Dissatisfied
2. Location at the time of Inquiry
[ ] Very Satisfied [ ] Somewhat Satisfied
[ ] Indifferent [ ] Somewhat Dissatisfied
•About TVS Two-wheeler
•Do you own any two-wheeler?
[ ] Yes [ ] No
Which of the following two wheeler do you have?
[ ] Motorbike [ ] Scooter
[ ] Moped
Which company’s two wheeler do you have?
[ ] TVS [ ] HERO HONDA
[ ] YAMAHA [ ] LML
[ ] BAJAJ
Do you intend to buy any two-wheeler within next one year?
[ ] Yes [ ] No
Which type of two-wheeler do you want to buy?
[ ] Motorbike [ ] Scooter
[ ] Moped
Which Company two wheeler do you intend to buy?
[ ] TVS [ ] HERO HONDA
[ ] YAMAHA [ ] LML
[ ] BAJAJ [ ] OTHERS
Are you aware about TVS Company?
[ ] Yes [ ] No
Which Brand of TVS company’s two-wheeler are you like most?
1. Most Likable Bike of TVS
[ ] VICTOR [ ] CENTRA
[ ] STAR [ ] FIEARO
[ ] OTHERS [ ] NONE
2. Most Likable Moped of TVS Company
[ ] SCOOTY TEENZ [ ] SCOOTY PEP
[ ] OTHERS [ ] NONE
Which color of two-wheeler attracts you most?
[ ] BLACK [ ] BLUE
[ ] SILVER [ ] RED
[ ] GREEN [ ] OTHERS
What should be the ideal loan period?
[ ] 12 MONTHS [ ] 24 MONTHS
[ ] 36 MONTHS
Rate the following attributes as per your preference from most important to least important.
1. Price
[ ] MOST IMP [ ] VERY IMP
[ ] IMPORTANT [ ] NOT MUCH IMP
[ ] LEAST IMP
2. Fuel Efficiency
[ ] MOST IMP [ ] VERY IMP
[ ] IMPORTANT [ ] NOT MUCH IMP
[ ] LEAST IMP
3. Maintenance Cost
[ ] MOST IMP [ ] VERY IMP
[ ] IMPORTANT [ ] NOT MUCH IMP
[ ] LEAST IMP
4. Style/Looks
[ ] MOST IMP [ ] VERY IMP
[ ] IMPORTANT [ ] NOT MUCH IMP
[ ] LEAST IMP
5. Sturdiness
[ ] MOST IMP [ ] VERY IMP
[ ] IMPORTANT [ ] NOT MUCH IMP
[ ] LEAST IMP
6. Pick up & Power
[ ] MOST IMP [ ] VERY IMP
[ ] IMPORTANT [ ] NOT MUCH IMP
[ ] LEAST IMP
7. Resale Value
[ ] MOST IMP [ ] VERY IMP
[ ] IMPORTANT [ ] NOT MUCH IMP
[ ] LEAST IMP
8. After Sale service
[ ] MOST IMP [ ] VERY IMP
[ ] IMPORTANT [ ] NOT MUCH IMP
[ ] LEAST IMP
9. Brand Image
[ ] MOST IMP [ ] VERY IMP
[ ] IMPORTANT [ ] NOT MUCH IMP
[ ] LEAST IMP
10. Age of Respondent
[ ] 18 TO 25 YEARS [ ] 25 TO 35 YEARS
[ ] > 35 YEARS
11. Income of Respondent
[ ] < 5000 [ ] 50001 to 100000
[ ] 100001 to 150000 [ ] 150001 to 200000
[ ] >2000Contents of Figures

BIBLIOGRAPHY
Books:
- David J Luck & Ronald S. Rubin, “Marketing Research” (7th Edition), Prentice Hall
Edition, New Delhi.
- Richard I. Levin & David S. Rubin, “Statistics For Management” (7th Edition), Prentice
Hall Edition, New Delhi.

Websites;
www.Google.com
www.Wikipedia.com
www.rushlane.com