A STUDY ON CUSTOMER SATISFACTION OF TATA MOTORS

PRESENTED BY:-
PRAJAPATI MIHIR
PRAJAPATI VIKRAM
PUROHIT DHARTIBEN
RAJ K SHAH
RAJPUT AMANSINGH
RAJPUT VISHAL
RANGWALA SAKINA
RANPURA AAYUSH
SAROJ HEMAXI
SAVLIYA YASH
 INDEX
SR. no Content

1 Introduction

2 Literature Review

3 Objective of the study

4 Research Methodology

5 Data analysis and Interpretation

6 Conclusion, Suggestion and Bibliography

Founded 1945
Founder Jahangir Ratanji Dadabhoy Tata

Headquarters Mumbai ,Maharashtra

Industry Automobile (luxury cars,
commercial vehicles ,passenger
vehicles, pickup trucks, SUVs.)

Total assets $46billion USD

Revenue (2021) $2billion USD
No. of employees 78,906(2021)
 1. Introduction :
• Tata motors is one of a companies of Multinational conglomerate The Tata Group .
• TATA motors was founded on 1945 , by Jahangir Ratanji Dadabhoy Tata
• Its headquarters is in Mumbai, Maharashtra, India.
• Its key person is Natarajan Chandrasekhar.
• Tata motors deals in auto mobile industry with product range including – Luxury vehicles, Commercial
vehicles, pickup trucks ,SUVs . And its production output 2021 is 1.1 million(approx.).
• Tata motors' Revenue : 3,19,247 crore rupees which is $42 billion USD 2021 ,
• And has 78,906 employees working for them .
• Tata Motors was founded in 1945, as a locomotive manufacturer. Tata Group entered
• The commercial vehicle sector in 1954 after forming a joint venture with Daimler-Benz of Germany.
After years of dominating the commercial vehicle market in India,
• Tata Motors entered the passenger vehicle market in 1991 by launching the Tata Sierra, a sport utility
vehicle based on the Tata Mobile platform. Tata subsequently
• Launched the Tata Estate (1992; a station wagon design based on the earlier Tata
• Mobile), the Tata Sumo (1994, a 5-door SUV) and the Tata Safari (1998).
• Tata launched the India in 1998, a fully indigenous Indian passenger car tailor-made
• To suit Indian consumer needs though styled by I.D.E.A, Italy. Although initially
• Criticised by auto analysts, its excellent fuel economy, powerful engine, and an
• Aggressive marketing strategy made it one of the best-selling cars in the history of the
• Indian automobile industries. A newer version of the car, named Indica V2, was a
• Major improvement over the previous version and quickly became a mass favourite.
• Tata Motors also successfully exported large numbers of the car to South Africa. The
• Success of the Indica played a key role in the growth of Tata Motors.
• In 2008, Tata Motors acquired the English car maker Jaguar Land Rover,
• Manufacturer of the Jaguar and Land Rover from Ford Motor Company.
• In May 2009, Tata unveiled the Tata World Truck range jointly developed with Tata
• Daewoo; the range went on sale in South Korea, South Africa, the SAARC
countries,
• And the Middle East at the end of 2009.
• Tata acquired full ownership of Hispano Carrocera in 2009.
• In 2009, its Lucknow plant was awarded the "Best of All"
Rajiv Gandhi National Quality Award.
• In 2010, Tata Motors acquired an 80% stake in the Italian design and engineering
• Company Trilix for €1.85 million. The acquisition formed part of the company's
plan to
• Enhance its styling and design capabilities.
 Of Futuristic Infantry Combat Vehicles in collaboration with DRDO.
 In 2012, Tata Motors announced it would invest around ₹6 billion in the
development
 In 2013, Tata Motors announced it will sell in India, the first vehicle in
the world to run
 On compressed air (engines designed by the French company MDI) and
dubbed "Mini CAT".
 In 2014, Tata Motors introduced first Truck Racing championship in
India "T1 Prima Truck Racing Championship".
 On 26 January 2014, the Managing Director Karl Slym was found dead.
He fell from The 22nd floor to the fourth floor of the Shangri-La Hotel
in Bangkok, where he was to Attend a meeting of Tata Motors Thailand.
 products of tata motors :

• Luxury cars
• Commercial vehicles
• Passenger vehicles
• Pick up trucks
• SUVs
• EVs
 Luxury vehicles :

• Land rover and jaguar

• Jaguar Land Rover PLC is a British premium automaker headquartered in
Whitley, Coventry, United Kingdom, and has been a wholly owned subsidiary
of Tata Motors Since June 2008, when it was acquired from
Ford Motor Company of USA. It’s principal Activity is the development,
manufacture and sale of Jaguar luxury and sports cars and Land Rover
premium four-wheel-drive vehicles.
 Commercial vehicles :
• In the year 1954 Tata motors manufactured its first commercial vehicle in a collaboration with dailmer-
benz and ended in 1969
• And the product range of commercial vehicles are as follow:
 Tata Ace
 Tata Ace Zip
 Tata Super Ace
 Tata Intra
 Tata TL/Telcoline/207 pick-up truck
 Tata 407 Ex and Ex2
 Tata 709 Ex
 Tata 807 (Steel cabin chassis, cowl chassis, medium bus chassis, steel cabin + steel body chassis)
 Tata 809 Ex and Ex2
 Tata 909 Ex and Ex2
 Tata 1210 SE and SFC (Semi Forward)
 Tata 1210 LP (Long Plate)
 Tata 1109 (Intermediate truck/ LCV bus)
 Tata 1512c (medium bus chassis)
 Passenger vehicles :

• Tata entered passenger car making in 1988 by making sierra and launched india`s first indigenous car
Indica in 1998.
• And in 2008 TATA motors launched world`s most affordable car which is tata Nano.
• And following given are some passenger vehicles of Tata motors:
• Tata Tiago (2015–present)
• Tata Tigor (2016–present)
• Tata Nexon (2017–present)
• Tata Hexa (2017–2019)
• Tata Harrier (2018–present)
• Tata Altroz (2020–present)
• Tata Nexon EV (2020–present)
• Tata Safari (2021–present)
• Tata Tigor EV (2021–present)
• Tata Punch (2021–present)
 Pick-up trucks :
• Tata motors started manufacturing Pick-up trucks in 2004 after acquiring
Daewoo commercial vehicles.
• And following are some pick-up trucks which are manufactured by tata
motors:
• Tata Ace
• Tata Ace Zip
• Tata Super Ace
 SUVs :
• Tata Harrier is a 5-seater SUV set to rival the Hyundai Crete and Jeep Compass.
This
• Car uses the engine from Fiat which is a 2.0 L-4 cylinder turbocharged diesel motor
• And transmission from Hyundai which is a 6 - speed available in both manual and
• Automatic. It is derived from the H5X Concept displayed at the 2018 Auto Expo. It
was
• Launched on 23 January 2019.
• The car is a C-segment crossover SUV based on the Omega Arc platform, an
• Essentially re-engineered version of the Jaguar Land Rover D8 platform. A petrol
• Variant of the Harrier is confirmed to launch in 2021.
 Electric vehicles(evs) :

• On January 2020 tata motors launched their first EV (electric vehicle).

• Till date the number of EV customers has reached 10000 costumers .
• By introducing Evs tata motors has changed the market scenario.
• Tata has launched nexon EV and is going to launch altroz EV soon this year.
SWOT Analysis
 2. Literature review :

Sr.no Author Year Finding

1. Shined Govind P. 2011 SWOT Analysis on
& Dubey commercial and
Manisha passenger
vehicles
2. Singh Amarjit & 2012 SWOT Analysis on
Gupta Vinod foreign
collaboration
3. Hotwani Rakhi 2013 Examined
profitability,
position and
growth of
company
4. Sarangi 2014 Studied forecast
Pradeepta K et al of future of
automobile
industry
 Literature review : (continue)

Sr .no Author Year Finding

5. Becker Dieter 2015 Researched present and
future trends of
automobile industry
6. Surekha B. & Krishnalah K.Rama 2015 Their study revealed
prosperity of tata
motors
7. Kumar Neeraj & Kaur Kuldip 2016 Studied to test the size
and profitability of
automobile industry
8. Jothi, K. & Geethalakshmi 2016 This study tries to
evaluate profitability
and financial positions
of selected companies
 3. Objective of the study

• To identify the key purchase drivers.

• To retain this client.
• To access the degree of satisfaction of the shoppers.
• To offer appropriate suggestion for the betterment of automobile industry.
• To determine the performance of the company.
 4. Research methodology :
Descriptive analysis methodology is employed because it would facilitate to explain
regarding the characteristics of the staff who are taken for the survey.
1. Survey: Interview of client
2. Analysis Techniques: Questionnaire0
3. Technique in analysis: Correlation
4. Sample Sizes: 50 customers
5. Sampling Method: simple random sampling
6. Data are collected from primary and secondary sources: Primary knowledge: The main
data is the collected information to help solve the opportunity to drag or use the call that
should be taken.
Most of the techniques for grouping major knowledge are survey techniques, such as
individual interviews, mail surveys, online surveys, and telephone surveys. Secondary
knowledge: Secondary data collected in distributors\ company folks,\ Auther line book &
net.
• Analysis of information Data is only helpful during analysis. Knowledge
analysis involves turning a series of information observations recorded into
descriptive statements.
• The survey can be conducted in the town of Bangalore with a sample size of
100. The collected information was transferred to an SPSS secret writing list
for interpretation.
• The measurement and analysis of information completes the compromised
SPSS Eleven.0.0 version of the software package, easy frequency cross tabs
and graphical representation. 31 Ethics of analysis In a study, the form is
intended on such some way that emotions of 0respondents additionally
because ethics of corporate don't seem to be disturbed. The analysis and
analysis report isn't deceptive any means.
• Limitations o Study are restricted to Aadya only in Bangalore o Results of
customer satisfaction depend on feedback /perception of customer and we
can’t know real reasons
 5. Data analysis and interpretation :
Sample Size 50
Statement: Count of Gender

Male Female

76 24

Interpretation:
•From the above table it is clear that 76% of respondents convicted
by male using TATA motors ,
•24% of respondents by female using TATA motors.
Statement: Income per month

Less than 1 lakh 1-3 lakh 3-5 lakh More than 5 lakh
34 24 31 11

Interpretation:
 As per the table out of the 100% response are clearly mention of the
people statement are showing as income per month first graph is
showing less than 1 lakh income per month is mention of the 34%,
 1-3 lakh per month are showing 24% ,
 3-5 lakh per month are showing 31%,
 More than 5 lakh 11%.
Statement: For what purpose you buy TATA vehicle

Business Official work Industry Household Official others

marketing

25 8 16 22 6 22

Interpretation:
•As per the statement are showing of the purpose you buy TATA vehicle than business purpose 25%,
• official work 8%,
•industry 16%,
• household 22%,
•official marketing 6%,
•Other people 22% that purpose TATA vehicle purchase.
 Statement: What feature attracts you before buying Car?

Price Mileage Others Power Safety Airbase

Steering (Material)
8 40 8 20 22 2

Interpretation:
•This is the statement showing feature attracts you before buying car than
price 8%,
• mileage 40%,
• other 8%,
• power steering 20%,
•safety (material) 22 % ,
•Airbase 2%that people attract.
Statement: Which satisfaction level you fall under

Highly satisfied Satisfied Dissatisfied Highly dissatisfied

38 59 2 1

Interpretation:
•As per the statement showing satisfaction level you fall under highly satisfied 38%, satisfied 59 %,
• dissatisfied 2%,
•highly dissatisfied 1 %.
 6. conclusion and suggestion :
• CONCLUSION

•Tata Motors is one of the best cars manufacturing company in India. People feel that Tata Cars are people's car as it is satisfactory
on all parameters. Tata Motors have knowledgeable sales persons, the employees of TATA Motors spend enough time before and
during sales. The prices are affordable as it is a low cost producer, attractive discounts are offered, waiting area is pleasing, TATA
Motors service station is excellent.
•The Maintenance Cost of Tata Motors is high and resale value is low. These are the only two main areas in which the customers
are dissatisfied. Therefore, Tata Motors has to work in terms of maintaining quality standards. In continuation with its commitment
to providing Indian customers with cutting-edge global technology, the auto industry aims to become a centre of excellence for
engineering and ensure quick turnaround time to changing consumer needs
•All and all With a product line spanning commercial, utility, and passenger vehicles, Tata Motors is on the road to forging ever
stronger relationships with the people who have bet their money on the company’s product
•Tata Motors Limited is a strong automobile company that has gained a large market share through acquisition and mergers.
However, the company faced challenges such as lack of proper investment in R&D to enhance the quality of automobiles produced.
Tata successfully acquired JLR due to its strong financial condition which made it possible to maintain JLR
•We conclude that the penetration in Tesla Company aspect entirely depends on the brands introduced in the market. Elements such
as competing technologies, car infrastructure, and consumer's skepticism and oil prices dictate market penetration
 Suggestion :
• TATA motors should work on improving their product quality so the
costumer could get lesser maintence cost and can also get higher resale
value
• By improving quality of products tata motors would step towards increasing
market share in luxury cars market also.
• They should provide their costumers global level technologies in their
products so that their preference between people tends to increase
• They should also give good after sales service so that their product require
lesser maintenance and which tends towards costumer satisfaction .
• Tata motors can also tend towards improving brand reputation and
technology appropriation by bringing out a world class ultra-HCV segment.
 Bibliography :

•https://en.wikipedia.org/wiki/Tata_Group
•https://en.wikipedia.org/wiki/Tata_Motors
•https://www.tatamotors.com/products/
•https://www.marketing91.com/marketing-mix-tata-motors/
•https://iide.co/case-studies/swot-analysis-of-tata-motors/
•https://asq.org/quality-resources/customer-satisfaction
•https://scholar.google.co.in/scholar?q=literature+review+shodhganga&hl=
en&as_sdt=0&as_vis=1&oi=scholart
THANK YOU