A

Project Report On
“A STUDY OF CUSTOMER SATISFACTION OF TATA
MOTORS”

Submitted to the D.Y Patil University, Ambi, Pune in Partial Fulfillment of

Requirement for the Award of Degree of

BACHELOR OF BUSINESS ADMINISTRATION

SUBMITTED BY

ABU AASIM MD. FAROQUE MANIYAR

BBA-III Semester

Exam Seat No.

Under the Guidance of

PROF. KSHITIJA MORE

Through

The Head of Department

A.Y.2021-22

1
 GUIDE CERTIFICATE
This is to certify that the Project Report titled “A STUDY OF CUSTOMER
SATISFACTION OF TATA MOTORS” which is being submitted herewith for the
award of the degree of Bachelors of Business Administration of D.Y Patil University,
Ambi is the result of the original research work completed by Abu Aasim Maniyar
under my supervision and guidance and to the best of my knowledge and belief the
work embodied in this project report as not form earlier the basis for the award of any
degree or similar title of this or any other university or examining body.

Place: - Talegaon Dabhade Prof. Kshitija More

Date: - Project Guide

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 ACKNOWLEDGEMENT

It is not possible to prepare a project report without the assistance & encouragement of
PROF. KSHITIJA MORE. I am grateful towards my project guide PROF. KSHITIJA
MORE for helping me in completion of my internship project. Without her support this
project would not have turned into reality. She has helped me throughout the project. I
am indebted to her for extending me all cooperation and patronage while completing
the project. She has been a wonderful supporter and continuous motivator for me who
helped me in turning my ordinary project into an excellent one.
I also acknowledge with a deep sense of reverence, my gratitude towards my family
and friends who have supported my morally as well as economically.
Any omission in this brief acknowledgement does not mean lack of gratitude.

ABU AASIM MANIYAR

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 DECLARATION

I, the undersigned, hereby declare that the Project Report “A STUDY OF CUSTOMER
SATISFACTION OF TATA MOTORS” written and submitted by me to the D Y Patil
University in partial fulfillment of the requirements for the award of degree of Bachelors of
Business Administration under the guidance of Prof. Kshitija More is my original work and
the conclusions drawn therein are based on the material collected by myself.

Place : Pune Aasim Maniyar

Date : Project Student

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 INDEX

Sr. no. CONTENT Page no.

1. INTRODUCTION 6

2. OBJECTIVES OF STUDY 8

3. COMPANY PROFILE 10

4. LITERATURE REVIEW 15

5. RESEARCH METHODOLOGY 18

6. DATA ANALYSIS AND INTERPRETATION 21

7. OBSERVATIONS, FINDINGS, AND SUGGESTIONS 27

8. BIBLIOGRAPHY 29

9. ANNEXURE 30

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 INTRODUCTION

India is an emerging country with huge potential. The domestic economy is now growing at
around 9-10% per annum and India’s importance in global terms is being reinforced by rapidly
rising exports and domestic consumption. At a time when numbers of a slowdown and
overheating in the Indian economy have started gaining momentum, the Indian rupee sprang
a surprise by pushing the GDP figure past the trillion-dollar (42,00,000 crore) mark.

The automotive industry is at the centre of India’s new global dynamic. The domestic market
expanding rapidly as incomes rise and consumer credit becomes more widely available.
Manufacturer’s product lines are being continually expanded, as is the local automotive

manufacturing base. Expectation are high that India can develop as a global hub for vehicle
manufacturers and as an outsourcing centre that offers the global automotive industry solution

high up the automotive value chain. India eyes 25 million automotive jobs.

 India's GDP is set to double over the next decade

 In percentage terms, the automotive industry's contribution should also

double.

 In dollar terms, the sector's contribution is set to quadruple to some $145bn.

The automobile industry in India accounts for a business volume of $45 billion and has the
potential to grow much faster both through Indian as well as international manufacturers who
have established huge facilities in the country.

With the world’s second largest and fastest-growing population, there is no denying India’s
potential in both economic and population terms and the effect it will have on the auto industry
in the years to come.

The country is already off to a good start, with a well-developed components industry and a
production level of 1 million four-wheeled vehicles a year, plus a further 5 million two- and
three-wheelers.

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The implications, market drivers and scope of a future massive Indian vehicle market are
covered in the India Strategic Market Profile, a brand-new forecast of
Indian automotive and related activity to 2020. Based on Max Pemberton’s unique

relational long-term forecasting model, it forecasts car and CV sales, demographics, materials
usage, auto industry employment, and explains their inter- year of healthy growth in auto
industry.

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 OBJECTIVE OF THE STUDY

 To identify the factor that influence the customer satisfaction.

 To analyse after sales service of the car.

 To study the opinion of the owners of the cars regarding its features.

 To study the customer satisfaction level.

LIMITATIONS OF THE STUDY

 Small Sample size:

In my survey, I have taken a sample size of 100 customers, but only with these samples I can’t
make a proper conclusion.

 Time Constraint:
Time for this project is not sufficient. As I go for the survey at the dealership then time
for completing and filling the questionnaires is not sufficient.

 Sample Area:
The study was conducted in Pune. It was limited to particular city.

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 SCOPE OF THE STUDY

• The present study can be extended to access the present marketing condition
of Indian automobile sector.

• The study can be used to design a proper product, price, place and
promotional strategy for the market.

• From the present study we can know the market share of different products
and accordingly formulated strategy to enhance it.

• The result of marketing success can be interpreted to assess the rate of

employee satisfaction in various departments.

• This study can be applied to find out an effective distribution channel to

enhance the sale of various products of Tata motors.

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 COMPANY PROFIE

Tata Motors is a part of the Tata and Sons Group, founded by Jamshedji Nussarwanji Tata
and J. Baker. The company was established in 1945 as a locomotive manufacturing unit and
later expanded its operations to commercial vehicle sector in 1954 after forming a joint
venture with Daimler-Benz AG of Germany.
Tata is a rapidly growing business group based in India with significant international
operations. Revenues in 2007-08 are estimated at $62.5 billion (around Rs251,543 crore), of
which 61 per cent is from business outside India. The Group employs around 350,000 people
worldwide. The Tata name has been respected in India for 140 years for its adherence to strong
values and business ethics.

The business operations of the Tata Group currently encompass seven business sectors:
communications and information technology, engineering, materials, services, energy,
consumer products and chemicals.

The Group’s 27 publicly listed enterprises have a combined market capitalization of some $60
billion, among the highest among Indian business houses, and a shareholder base of 3.2
million. The major companies in the Group include Tata Steel, Tata Motors, Tata Consultancy
Services
(TCS), Tata Power, Tata Chemicals, Tata Tea, Indian Hotels and Tata Communications

The Group’s major companies are beginning to be counted globally. Tata Steel became the
sixth largest steel maker in the world after it acquired Corus. Tata Motors is among the top
five commercial vehicle manufacturers in the world and has recently acquired Jaguar and
Land Rover. TCS is a leading global software company, with delivery centres in the US, UK,
Hungary, Brazil, Uruguay and China, besides India. Tata Tea is the second largest branded

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tea company in the world, through its UK-based subsidiary Tetley. Tata Chemicals is the
world’s second largest manufacturer of soda ash. Tata Communications is one of the world’s
largest wholesale voice carriers.

In tandem with the increasing international footprint of its companies, the Group is also
gaining international recognition. Brand Finance, a UK-based consultancy firm, recently
valued the Tata brand at $11.4 billion and ranked it 57th amongst the Top 100 brands in the
world.

Business week ranked the Group sixth amongst the World’s Most Innovative
Companies. And the Reputation Institute, USA, recently rated it as the World’s Sixth Most
Reputed Firm.

Founded by Jamshedji Tata in 1868, the Tata Group’s early years were inspired by the spirit
of nationalism. The Group pioneered several industries of national importance in India: steel,
power, hospitality and airlines.

In more recent times, the Tata Group’s pioneering spirit has been showcased by companies
like Tata Consultancy Services, India’s first software company, which pioneered the
international delivery model, and Tata Motors, which made India’s first indigenously
developed car, the Indica, in 1998 and recently unveiled the world’s lowest-cost car, the Tata
Nano, for commercial launch by end of 2008.

The Tata Group has always believed in returning wealth to the society it serves.

Two thirds of the equity of Tata Sons, the Tata Group’s promoter company, is held by
philanthropic trusts which have created national institutions in science and technology,
medical research, social studies and the performing arts.

The trusts also provide aid and assistance to NGOs in the areas of education, healthcare and
livelihoods.

Tata companies also extend social welfare activities to communities around their industrial
units. The combined develop men related expenditure of the Trusts and the companies
amounts to around 4 per cent of the Group’s net profits.

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Going forward, the Group is focusing on new technologies and innovation to drive its business
in India and internationally. The Nano car is one example, as is the Eka supercomputer
(developed by another Tata company), which in 2008 is ranked the world’s fourth fastest.

The Group aims to build a series of world class, world scale businesses in select sectors.

Anchored in India and wedded to its traditional values and strong ethics, the Group is building
a multinational business which will achieve growth through excellence and innovation, while
balancing the interests of its shareholders, its employees and wider society.

MISSION AND VISION

TATA MOTORS Commercial Vehicle Business Unit (CVBU)Our Vision. To be a world

class corporate constantly furthering the interest of all its stakeholders. Our Mission
Shareholders: To consistently create shareholder value by generating returns in excess of
Weighted Average Cost of Capital (WACC) during the upturn and at least equal to Weighted
Average Cost of Capital (WACC) during the downturn of the business cycle.

Mission

Customers: To strengthen the Tata brand and create lasting relationships with the customers
by working closely with business partners to provide superior value for money over the life
cycle. Employees: To create a seamless organization that incubates and promotes innovation,
excellence and the Tata core values. Vendor and Channel Partners: To foster a long-term
relationship so as to introduce a broad range of innovative products and services, that would
benefit our customers and other stakeholders.

Community: To proactively participate in reshaping the country’s economic growth. To take

a holistic approach towards environmental protection Passenger Car Business Unit (PCBU)

Vision

To develop TATA into a world class Indian car brand for innovative and superior value
vehicles. World class in: - The Tata Motors Group's over 60,000 employees are guided by the
mission "to be passionate in anticipating and providing the best vehicles and experiences that
excite our customers globally." With over 4,500 engineers, scientists and technicians the
company's Engineering Research Centre, established in 1966, has enabled pioneering
technologies and products. The company today has R&D centres in Pune, Jamshedpur,
Lucknow, Dharwad in India, and in South Korea, Spain, and the UK

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 SWOT ANALYSIS FOR TATA MOTORS

SWOT ANAYLSYS

STRENTHS

• The company is the world's fifth largest medium and heavy commercial vehicle
manufacturer.

• Tata Motors is the first company from India's engineering sector to be listed in the
New York Stock Exchange (September 2004).

• The company has made major mergers and acquisitions in the recent past viz. Ford
and Land Rover (U.K.), Daewoo commercial vehicles company (Korea).

• The company's commercial and passenger vehicles are already being marketed in
several countries in Europe, Africa, the Middle East, Australia, South East Asia and
South Asia.

• It has assembly operations in Malaysia, Kenya, Bangladesh, Spain, Ukraine, Russia

and Senegal

WEAKNESSES

• There is a need for more service stations for its authorized dealers.

• The recent mergers and acquisitions were too expensive.

• Maintaining the good quality product at a comparatively low cost is becoming tough
for the company.

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OPPORTUNITIES

• There has been a continuous increase in the exports of both commercial and passenger
vehicles of Tata Motors.

• Government has provided the companies with SEZ’s and EEZ’s with flexible policies
and also providing concessions for manufacturing plants meant for export.

• Though the urban market has been penetrated, the rural market is still open for
penetration.

• The average annual income of people in India has increased which ensures the demand
for both passenger and commercial vehicles.

THREAT

• The biggest threat for the company is the increasing prices of the raw material, most
important among them is steel.

• The interest rate on vehicle loans has been increased by the government several times
during the past few years which has led to fall in the demand.

• Since the government has allowed 100% FDI in automobile sector lot of foreign
players have entered into the Indian automobile sector e.g., Hyundai, Toyota.

• There is also a rise in the number of domestic competitors in the recent years.21

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 LITERATURE REVIEW

• Shinde Govind P. & Dubey Manisha (2011) the study has been conducted considering
the segments such as passenger vehicle, commercial vehicle, utility vehicle, two and
three-wheeler vehicle of key players performance and also analyse SWOT analysis and
key factors influencing growth of automobile industry.

• Sharma Nishi (2011) studied the financial performance of passenger and commercial
vehicle segment of the automobile industry in the terms of four financial parameters
namely liquidity, profitability, leverage and managerial efficiency analysis for the period
of decade from 2001-02 to 2010-11. The study concludes that profitability and
managerial efficiency of Tata motors as well as Mahindra & Mahindra ltd are satisfactory
but their liquidity position is not satisfactory. The liquidity position of commercial
vehicle is much better than passenger vehicle segment.

• Singh Amarjit & Gupta Vinod (2012) explored an overview of automobile industry.
Indian automobile industry itself as a manufacturing hub and many joint ventures have
been setup in India with foreign collaboration. SWOT analysis done there are some
challenges by the virtue of which automobile industry faces lot of problems and some
innovative key features are keyless entry, electrically controlled mechanisms enhanced
driving control, soft feel interiors and also need to focus in future on like fuel efficiency,
emission reduction safety and durability.

• Zafar S.M.Tariq & Khalid S.M (2012) the study explored that ratios are calculated
from financial statements which are prepared as desired policies adopted on depreciation
and stock valuation by the management. Ratio is simple comparison of numerator and a
denominator that cannot produce complete and authentic picture of business. Results are
manipulated and also may not highlight other factors which affect performance of firm by
promoters.

• Murlidhar, A. Lok Hande & Rana Vishal S. (2013) the author tries to evaluate the
performance of Hyundai Motors Company with respect to export, Domestic Sales,

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productions and profit after tax. For this purpose, the pie chart and bar graph are used to
show the performance of company various years.

• Dharmaraj, A.and Kathirvel N. (2013) explored an overview of new industrial policy

act 1991, which allow 100 percent foreign direct investment. An attempt is made to find
out the effect of FDI on financial performance of automobile industry. It is concluded
that the liquidity ratios show minor changes and profitability shows an increasing trend
during post FDI when compared to pre FDI. Post FDI efficiency ratio shows that
companies are efficiently utilizing the available resources.

• Rapheal Nisha (2013) the author tries to evaluate the financial performance of Indian
tyre industry. The study was conducted for period 2003-04 to 2011-12 to analyse the
performance with financial indicators, sales trend, export trend, production trend etc. The
result suggests the key to success in industry is to improve labour productivity and
flexibility and capital efficiency.

• Shende Vikram (2014) this research will be helpful for the new entrants and existing car
manufacturing companies in India to find out the customer expectations and their market
offerings. The objective of study is the identification of factors influencing customers
performance for particular segment of cars.

• Azhagaiah R. & Gounasegaran (2014) recognized India’s per capita real GDP growth
as one of key drivers of growth for country’s automobile industry. The central
government would be set up various task forces on issue related to taxation, land
acquisitions, labour reform and skill development for auto industry.

• Idhayajothi, R et al (2014) the main idea behind this study is to analyse the financial
performance of Ashoka Leyland ltd. at Chennai. The result shows that financial
performance is sound and also suggested to improve financial performance by reducing
the various expenses.
• Krishnaveni, M. & Vidya, R. (2015) find that Indian automobile industry is a high
flying sector these days and emerging as an export hub in wake of liberalisation and
globalization. This paper revises the category wise production, sales and exports of
automobile industry in India. Industry growth can be viewed in term of pre and post

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liberalization. As government allows 100 percent FDI, increase 15% in customs duty on
cars and MUVs to encourage local manufacturer and concessional import duty on
specified parts of hybrid vehicles.

• Surekha B. & Krishnalah K.Rama (2015) this study reveals the prosperity of Tata
motors company. It can be concluded that inner strength of company is remarkable.
Company can further improve its profitability by optimum capital gearing, reduction in
administration and financial expenses for the growth of company.

• Agarwal, Nidhi (2015) the study focuses on the comparative financial performance of
Maruti Suzuki and Tata motors ltd. The financial data and information required for the
study is drawn from the various annual reports of companies. The liquidity and leverage
analysis of both the firms are done. To analyse the leverage position four ratios are
considered namely, capital gearing, debt-equity, total debt and proprietary ratio. The
result shows that Tata motors ltd has to increase the portion of proprietor’s fund in
business to improve long term solvency position.

• Mathur Shivam & Agarwal Krati (2016) Ratios are an excellent and scientific way
to analyze the financial performance of any firm. The company has received many
awards and achievements due to its new innovations and technological advancement.
These indicators help the investors to invest the right company for expected profits. The
study shows that Maruti Suzuki limited is better than Tata motors limited.

• Jothi, K. & Geethalakshmi, A. (2016) this study tries to evaluate the profitability &
financial position of selected companies of Indian automobile industry using statistical
tools like, ratio analysis, mean, standard deviation, correlation. The study reveals the
positive relationship between profitability, short term and long-term capital.

• Kumar Mohan M.S, Vasu. V. and Narayana T. (2016) the study has been made
through using different ratios, mean, standard deviation and Altman’s Z score approach
to study the financial health of the company. The study reveals there is a positive
correlation between liquidity and profitability ratios except return on total assets as well
as Z score value indicate good health of the company.

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 RESEARCH METHODOLOGY

Meaning of Research
Research is a common parlance refers to a search for knowledge. One can also define
research as a scientific and systematic search for pertinent information on a specific
topic. In fact, research is an art of scientific investigation. The Advance Learner’s
Dictionary of current English lays down the meaning of research as “A careful
investigation or inquiry especially through search for new facts in any branch of
knowledge.” Redman and Mory defines research as a” Systematized efforts to gain new
knowledge.” Some people consider research as a movement, a movement to from the
known to unknown. It is actually a voyage of discovery. We possess the vital instinct of
inquisitiveness for, when the unknown confronts us, we wonder and our Inquisitiveness
make us probe and attain full and fuller understanding of the unknown.

RESEARCH DESIGN
The research design is the determination and statement of general research approach of
strategy adopted for the particular product. It is the heart of the planning which the
design adheres to the research objected which will ensure that the needs will be served.
My study is based on Descriptive Research as it is invested to produce accurate
descriptive of various relevant to the decision faced without demonstrating that some
relationship exist within variable. It is used to measure the behaviour variables of people
of subject who are under the study.

The research undertaken was descriptive research in nature. The emphasis was made to
understand the nature and the expectations of the customers.

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 SAMPLE

SAMPLING TECHNIQUES

The type of sampling that was carried out was probability (convenience) sampling due to
limited resources available.

In non-probability sampling, I have chosen RANDOM sampling. Because this was best
sampling method to do market survey. On the other aspect, to cover all consumers in
pune was easy task.

SAMPLE SIZE

The total number of these selected persons is called sample size. In this case, study sample
units
100

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 DATA COLLECTION METHOD

COLLECTING THE DATA

 Primary data
 Secondary data

Primary data:
Through survey researcher obtains primary data directly from the Reader through following
method.

 Questionnaires: -
Research’s instrument is questionnaires for collecting the primary data. This is very common
and flexible instrument.

Secondary data:
 Through Company Profile
 Through Newspapers
 Through Magazines

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 DATA ANALYSIS AND INTERPRETATION

Q1 What is the Percentage of Tata owners?

INTERPRETATION:

YES NO

24% 76%
TATA OWNERS

 24% of the respondents were owners of TATA

 76% of the respondents were owners of Others.

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Q2 What is the Rating of Customer Satisfaction?

INTERPRETATION:

SATISFIED DISSATISFIED

83% 17%
CUSTOMER
SATISFACTION

 83% of the Respondents were satisfied with their cars and the services of TATA
 However, 17% of the Respondents were dissatisfied at the same time

Q3 What is the Preference of Buying a new car?

INTERPRETATION:
Sr. No Preference of buying New Car Company

1. TATA 18%

2. HYUNDAI 21%

3. MARUTI 37%

4. HONDA 24%

 18% of the respondents would prefer to buy a Tata car against its competitors.

 37% of respondents preferred for Maruti.

 21% and 24% respectively preferred for Hyundai & Honda.

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Q4What is the features of Tata as compared to other cars?

INTERPRETATION:
Sr.No. SATISFACTION LEVEL %AGE OF RESPONDENT

1. GOOD 70%

2. VERY GOOD 10%

3. NOT SO GOOD 8%

4. SATISFACTIORY 12%

 70% of the respondents felt that the features of the Tata are good.

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  While 8% of respondents thought it was not so good, 10% thought it was very good
and 12% felt satisfactory about the features.

Q5What is the Quality that best describes Tata?

INTERPRETATION:
Sr.No. FEATURES PERCENTAGE

1. HANDLING 15%

2. FUEL EFFICIENCY 18%

3. DESIGN 38%

4. COMFORT 29%

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  Tata is best known for its design & comfort.

 Then comes Handling and Fuel Efficiency.

Q6What should be done to improve TATA?

INTERPRETATION:
Sr.No. FEATURE TO IMPROVE TATA %AGE

1. MAKE IT AFFORDABLE 72%

2. CHEAPER SPARE PARTS 15%

3. MORE SERVICE STATION 13%

 If Tata is made more affordable then it would win more customers, a theory which
was backed by 72% of the respondents.

 15% and 13% respectively want cheaper spare parts and more service stations.

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Q7 Are You Happy with The After Sales Service provided by TATA?

INTERPRETATION:
HAPPY UNHAPPY

SATISFY WITH AFTER SALES SERVICES 85% 15%

 Overall 85% of the respondents were happy with the after sales service provided by
Tata.

 15% were unhappy with Tata due to poor after sales services provided by them.

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 OBSERVATIONS & FINDING

 76% of the respondents were owners of Tata

 18% of the respondents would prefer to buy a Tata car against its competitors

 Information through Internet and Print media accounts for more than half or 75%

of the information shared with the masses. Rest 25% was shared by T.V. and

Dealers for providing the information

 78% of the respondents felt that Tata has the most fuel efficiency

 Tata is best known for its design & comfort. Then comes Handling and Fuel

Efficiency.

 If Tata is made more affordable then it would win more customers, a theory which

was backed by 72% of the respondents.15% and 13% respectively want cheaper

spare parts and more service stations.

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SUGGESTIONS

A Tata motor is one of the best cars manufacturing company in India, customers are
satisfied because of affordable price, but the maintenance problem and resale value is too
low. These are the two main reasons of customers dissatisfaction and other reason is not
responding to customers complaints quickly especially said by nano customers, that
means all the comments are not fulfilled properly, and indigo customers says engine
performance are not good.

 The media adopted for such purpose should be electronic as it is wildly accepted,
nicely designed and fuel-efficient vehicle is must to find better prospects and widen its
market.

 Continuous innovation in product process and services too are recommended to get
the competitive edge.

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 BIBLIOGRAPHY

In this project while finalizing and for analysing quality problem in detail the following
books, magazines and websites have been referred.

Books:

 Marketing Management – Philip Kotler

 Research Methodology – Kothari
 Business Statistics – S.P. Gupta

Magazines:
 OUTLOOK BUSINESS (FEB, 2013)
 BUSINESS STANDARD (April-July 2013)
 Journal of Indian Management & Strategy

Newspapers:

 Hindustan times
 Times of India
 The Hindu
 Financial Express
 Economics times

Websites Consulted
 Tata Motors' Official Website

 Wiki - Tata Motors Ltd

 http://www.docasi.com/doc/12248800/Grand-Project-on-NANO-Car

 http://www.capitaline.com

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 ANNEXURE

QUESTIONNAIRE
Name: - …………………………………………………………………….

Father's Name: -…………………………………………………………….

Age: -…………………………………………………………………………

Nationality: -…………………………………………………………………

Address: -…………………………………………………………………….

Telephone Nos. : ……………………………………………………….

A) Income group

_________15,000-25,000

_________25, 000-50,000

_________50,000-75,000

_________ABOVE 75,000

1. Do you own a car? YES/ NO If yes, then which one?

(I)TATA (II) HYUNDAI (III) MARUTI

2. How satisfied are you with the services offered by TATA?

(I)SATISFIED (II) DISSATISFIED

3. If Satisfied, Then Are You Happy with Their Charges and Timely Delivery They
Were Offering??
(I)HAPPY (II) UNHAPPY

4. If given a choice to choose a car company, which company would you choose?
(I) TATA (II) MARUTI (III) HYUNDAI

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 5. Where do you manage to find information about TATA ?
(I)DEALERS (II) PRINT MEDIA
(III)T.V. (IV)INTERNET

6. Do you think TATA has the most fuel efficiency?

(I)YES (II) NO

7. How do you find the features of TATA as compared to other cars?

(I)GOOD (II) VERY GOOD
(III)NOT SO GOOD (IV) SATISFACTORY

8. Which of these qualities do you think best describes TATA?

(I)HANDLING (II) FUEL EFFICIENCY
(III)DESIGN (IV)COMFORT

9. How do you find the interiors of TATA?

(I)GOOD (II) VERY GOOD
(III)SATISFACTORY (IV) NOT SO GOOD

10.According to you what should be done to improve TATA?

(I) MAKE IT MORE AFFORDABLE
(II) CHEAPER SPARE PARTS
(III)MORE SERVICE STATIONS

11.According to you what should be done to make TATA the best car?

(I)MAKE IT MORE FUTURISTIC (II)MAKE IT MORE SPORTY

(III)GIVE IT A RETRO LOOK (IV)GIVE IT A CONCEPT CAR LOOK

12.Are you happy with the after sales services provided by TATA?
(I)YES
(II) NO
(III) HAPPY BUT IT CAN BE BETTER.

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