Presentation2.pptx

Company profile (vision, Mission ,...etc)

Theoretical background of study

Data Analysis and Interpretation

surpass customer expectation. Customer
satisfaction is defined as "the number of
customers, or percentage of total customers,
whose reported experience with a firm, its
products, or its services (ratings) exceeds
specified satisfaction goals."

Balanced Scorecard. In a competitive
marketplace where businesses compete for
customers, customer satisfaction is seen as a
key differentiator and increasingly has
become a key element of business strategy.

ratings can have powerful effects. They focus
employees on the importance of fulfilling
customers expectations. Furthermore, when
these ratings dip, they warn of problems that
can affect sales and profitability.

These metrics quantify an important
dynamic. When a brand has loyal customers,
it gains positive word-of-mouth marketing,
which is both free and highly effective."

Therefore, it is essential for businesses to
effectively manage customer satisfaction. To
be able do this, firms need reliable and
representative measures of satisfaction.

service has met or exceeded expectations.
Thus, expectations are a key factor behind
satisfaction. When customers have high
expectations and the reality falls short, they
will be disappointed and will likely rate their
experience as less than satisfying.

Customer choice process is a complex
phenomenon. Making a decision to

buy a product or services involves many
processes. The literature on

brand preference studies reveal that for the
selection of durable products,

especially four wheelers, the customer has to
spend much time to evaluate

and choose the desired one, based on their
need and economic condition.

The marketing strategies followed by the
manufacturer and marketer as

well as pre-conceived idea of the buyer also
play a vital role in selection

of a particular brand and to get more satisfied.
Only a limited number of

attempts have been made to study the impact
of brand preference factors

on customer’s satisfaction. So the researcher
has made an attempt to

identify the brand preference of TATA
MOTORS cars in the study area

To find out the major factors that influences
the customers while buying the product.

To know the consumer opinion for a
particular product.

To the market demand of the product.

To obtain feedback on the enquiries they get
through online Promotional strategies.

To identify the relationship existing between
service offered and Level of satisfaction.

This study is helpful in assessing the
requirements of four wheelers buyers.

The importance of customer buying
behaviour needs to be understood by all the
manufacturer.

The rise in per capita income and rise of
consumerism of has helped four wheelers
manufactures in introducing new models.

This study reveals in-depth market analysis of
what consumer needs.

The study focuses on customer needs when
they purchase any car

All the necessary has been collected through
questionnaire.

Collected data has been classified and
tabulated to facilitate interpretation.

Graphs are drawn to describe, simplify and
clarify the data.

To provide answer to the question, data has
been analysed and interpreted.

Lastly recommendations and conclusion have
been drawn, which agree with the facts
revealed by the investigation.

Internet and Company Website Etc.

The disinterest shown by the customers as
they were just concerned with what they
actually wanted at the point of the time.

The study is confined only to the customers
of KOPPAL city.

The study is limited only to TATA Motors
only.

Lack of time to get more specific information
is another reason.

Since the sample size is limited, it may lead
partial true factor about the research.

The study is based on the reviews of only
limited customers.

Company profile (vision, Mission ...etc)

in 2018 with sales increasing 8.3 per cent
year-on-year to 3.99 million units. It was the
seventh largest manufacturer of commercial
vehicles in 2018.

market in terms of volume owing to a
growing middle class and a young population.
Moreover, the growing interest of the
companies in exploring the rural markets
further aided the growth of the sector.

at a CAGR of 3.05 per cent during 2016-
2026. In addition, several initiatives by the
Government of India and the major
automobile players in the Indian market are
expected to make India a leader in the two-
wheeler and four-wheeler market in the world
by 2020

labour at low cost, robust R&D centres and
low costs steel production. The industry also
provides great opportunities for investment
and direct and indirect employment to skilled
and unskilled labour.

component manufacturing) is expected to
reach Rs 16.16-18.18 trillion (US$ 251.4-
282.8 billion) by 2026. Two-wheelers are
expected to grow 9 per cent in 2018.
• Slow export growth

stringent European emission standards and
have been implemented in a phased manner.
Bharat Stage IV (BS-IV), the most stringent
so far, was implemented first, in April 2010,
in 13 cities:
Delhi (NCR), Mumbai, Kolkata, Chennai, Ba
ngalore, Hyderabad, Ahmedabad, Pune, Surat
, Kanpur, Lucknow, Solapur, and Agra and
then, as of April 2017, the rest of the nation.
• Local manufacture encouraged

imported cars, while the import tax on
components such as gearboxes, airbags, drive
axles, is 10%. Therefore, the taxes encourage
cars to be assembled in India rather than be
imported as completely built unit.
• Size

As of 2019, India is the 4th largest
automobile market in the world, surpassing
Germany in terms of sales.

share, accounting for 60% of the country's
automotive exports, and home of the
operations of Heavy Vehicles Factory, Engine
Factory
Avadi, Ford, Hyundai, Renault, Mitsubishi, N
issan, BMW, Hindustan
Motors, Daimler, Caparo, Mini, and Datsun.

market. Audi, Volkswagen, and Škoda are
located in Aurangabad. Mahindra and
Mahindra has an SUV and engine assembly
plant at Nashik. General Motors, Tata
Motors, Mercedes Benz, Land
Rover, Jaguar, Fiat, and Force Motors have
assembly plants in the area.

Capital Region, and contributes
32%. Gurgaon and Manesar, in Haryana, are
where the country's largest car
manufacturer, Maruti Suzuki, is based.

with a manufacturing facility of MG
Motors, Atul Auto in Rajkot, Ford, Maruti
Suzuki, and Peugeot-Citroën plants are also
planned for Gujarat.

Motors (inactive), Noida with Honda,
and Bengaluru with Toyota, Volvo and Scania
and Andhra with Isuzu and Kia are other
automotive manufacturing regions around the
country.
• Indian automotive companies
• Models currently manufactured by Indian companies
• Foreign automotive companies in India

and MINI are the foreign automotive
companies that manufacture and market their
products in India.
• Vehicles currently imported into India
• Joint-venture (JV) brands
• Electric vehicle and Hybrid vehicle (EV) industry
• Electric vehicle manufacturers in India

of automobile products consisting of all types
of commercial and passenger vehicles,
including financing of the vehicles sold by
the Company. The Company markets its
commercial and passenger vehicles in various
countries in Africa, the Middle East, South
East Asia, South Asia, Australia, and Russia
and the Commonwealth of Independent States
countries. The Company operates in over 160
countries across the world.

Company manufactures and sells passenger
cars, utility vehicles, light commercial
vehicles, and medium and heavy commercial
vehicles. The Company further divides these
categories based on the size, weight, design
and price of the vehicle. The Company's
subcategories vary between and within Tata
and other brand vehicles and Jaguar Land
Rover businesses.

range with various variants and fuel options.
The Company's Jaguar Land Rover
operations have a presence in the passenger
car category under the Jaguar brand name.
There are approximately five car lines
manufactured under the Jaguar brand name,
including the F-TYPE two-seater sports car
coupe and convertible XF sedan, the XJ
saloon, the XE sports saloon and sport utility
vehicle (SUV) called the F-PACE.

Under the Safari brand, the Company offers
over two variants, such as the Dicor and the
Safari Storme. Under the Sumo brand, the
Company offers the Sumo Gold. There are
approximately five car lines under the Land
Rover brand comprising the Range Rover, the
Range Rover Sport, the Range Rover Evoque,
6 the Land Rover Discovery and the Land
Rover Discovery Sport.

the ACE Mega both with over one-ton
payload, the Ace Zip, with approximately
0.6ton payload, the Magic and Magic Iris,
both of which are passenger variants for
commercial transportation developed on the
Tata Ace platform, and the Winger. The
Company's offerings in the LCV bus segment
include the City ride and the Star bus ranges
of buses.

as planned, in India in March 2009. A
development, which signifies a first for the
global automobile industry, the Nano brings
the comfort and safety of a car within the
reach of thousands of families. The standard
version has been priced at Rs.100, 000
(excluding VAT and transportation cost).

requirements. In terms of overall pollutants, it
has a lower pollution level than two–wheelers
being manufactured in India today. The lean
design strategy has helped minimise weight,
which helps maximise performance per unit
of energy consumed and delivers high fuel
efficiency. The high fuel efficiency also
ensures that the car has low carbon dioxide
emissions, thereby providing the twin
benefits of an affordable transportation
solution with a low carbon footprint.

unveiling its new range of world standard
trucks. In their power, speed, carrying
capacity, operating economy and trims, they
will introduce new benchmarks in India and
match the best in the world in performance at
a lower life–cycle cost.

several other innovative vehicles, all rooted in
emerging customer needs. Besides product
development, R&D is also focussing on
environment–friendly technologies in
emissions and alternative fuels.

manufacturing, automotive vehicle
components manufacturing and supply chain
activities, machine tools and factory
automation solutions, high–precision tooling
and plastic and electronic components for
automotive and computer applications, and
automotive retailing and service operations.

Compact, and is engaged in community and
social initiatives on labour and environment
standards in compliance with the principles of
the Global Compact. In accordance with this,
it plays an active role in community
development, serving rural communities
adjacent to its manufacturing locations.

ranging from 215 horsepower to 560
horsepower, including dump trucks, tractor-
trailers, mixers and cargo vehicles. The
Company also offers a range of buses, which
includes the Semi Deluxe Starbus Ultra
Contract Bus and the new Starbus Ultra. The
Company's range of buses is intended for a
range of uses, including as intercity coaches
(with both air-conditioned and non-air-
conditioned luxury variants), as school
transportation and as ambulances.

(PLM) and Enterprise Resource Management
(ERM), to automotive, aerospace and
consumer durables manufacturers and their
suppliers. TTL's services also include product
design, analysis and production engineering,
knowledge-based engineering and customer
relationship management systems. TTL also
distributes, implements and supports PLM
products from solutions providers around the
world, such as Dassault Systems and
Autodesk.

The Company competes with Audi, BMW,
Infiniti, Lexus, Mercedes Benz, Porsche,
Volvo, Volkswagen, Isuzu, Nissan and
Toyota.

subsidiaries purchased the English premium
car maker Jaguar Land Rover (the maker of
Jaguar and Land Rover cars) and the South
Korean commercial vehicle
manufacturer Tata Daewoo. Tata Motors has a
bus-manufacturing joint venture
with Marcopolo S.A. (Tata Marcopolo), a
construction-equipment manufacturing joint
venture with Hitachi (Tata Hitachi
Construction Machinery), and a joint venture
with Fiat Chrysler which manufactures

India, the UK, Italy and South Korea. It has
operations in the UK, South Korea, Thailand,
South Africa, and Indonesia through a strong
global network of 109 subsidiary and
associate companies, including Jaguar Land
Rover and Tata Daewoo.

passenger vehicles are marketed in countries
spread across Europe, Africa, the Middle
East, South Asia, South East Asia, South
America, Australia, CIS, and Russia.

manufacturing base spread across its biggest
industrial hubs; Jamshedpur (Jharkhand),
Pune (Maharashtra), Lucknow (Uttar
Pradesh), Pantnagar (Uttarakhand), Sanand
(Gujarat) and Dharwad (Karnataka).

To understand the market potentiality for Tata
Motors.

To determine the acceptable price of the
product.

To determine the requirements and needs of
potential customers.

To know what people perceives and thinking
about Tata Motors.

To analyse the brand repositioning strategies of
Tata Motors.

To study consumer awareness and perception
about the brand repositioning strategies of Tata
Motors.

To find out the satisfaction level of the people.

To find out the awareness level of customer.

To find the satisfaction amongst the customers
of Tata Motors.

To develop a range of exciting and
contemporary products and services across
the PV and CV segments to match and
surpass customer expectations

international markets based on the
demographical and socio-economical features
of specific regions, which include the aspects
of.

automobile industry, the Tata Motors Group
plans to continually strengthen operations
while gaining market share across different
product lines and offering a wide range of
products in diverse geographies.

The Company also plans to strengthen other
business operations such as financing of
vehicles and spare part sales, service and
maintenance contracts, among others.

market presence by offering solutions that
meet and surpass customers’ expectations and
deliver hassle-free sales and service
experience to customers.

To critically review and right-size the cost
structure to deliver best-in-class products at
competitive prices and maximise the returns
on a continual basis

Initiatives such as margin improvement
projects and cost reduction actions across
locations and functions are continuing in
FY20 to strengthen overall financials.

the facility to bring their vehicle to a 'Tata
True Value' outlet and exchange it for a new
car, by paying the difference. They are
offered loyalty discounts in return. This helps
them retain the customer.

cell under the CRM department. The
customer care will help the customers solving
all their problems and answer all their
grievances.

National Insurance Company, Bajaj Allianz.
The service was set up by the company with
the inception of two subsidiaries Tata
Insurance Distributors Service Pvt. Ltd. And
Tata Insurance Brokers Pvt. Ltd

Dealer network across the country

Wide dealership network allows the company
to service customers over a wider geographic
al area than competitors. Currently, there are
140 outlets of Tata Motors.

anew Tata car under its ‘True Value´ network
has proven really beneficial. In FY07True
Value network touched 10000 units a month
and more than 90% of that resulted in the
exchange of a new car

and machine shop are used for manufacturing
different models A presence across various
segments ensures that the company retains its
existing customers by offering them upgrades
from its portfolio of models.

After hitting rock bottom three years ago,
Tata Motors is bouncing back as a major
domestic car manufacturer with its
turnaround strategy starting to show results.

its luxury subsidiary Jaguar Land Rover, is
trying to focus aggressively on the Indian
market where it sees massive growth
opportunities despite adverse market
conditions.

passenger vehicle business to be “self-
funding and profitable”, build confidence and
acceptability for its portfolio from old and
new buyers, and in-turn look at gaining
market share.

a 37 per cent growth in sales. Demand for its
new vehicles has played a big role in that
shift. But that’s only the tip of the iceberg,
according to Mayank Pareek, President of
Passenger Vehicle Business Unit at Tata
Motors.

customer who buys a car to at least consider
us. So far, we were not even in the
consideration stage. At least that’s changes
and people are buying our cars. However, he
feels that there’s still a long way to go for the
Tata group company.

want to lose the spirit of hunting dogs. It need
to be energised and humble but with a
fighting spirit. Our 6.8 per cent market share
is still very small, although it has improved
from our all the time low of three per cent.
But it is still a long time to go.
• Advantage of JLR arm

and rising commodity prices, Tata Motors is
taking advantage of its JLR subsidiary to
become a net forex earner, which means the
company only benefits if the rupee falls. But
that’s only an external factor.

Internally, the company is hitting on costs
like never before, trying to renegotiate
supplier contracts, and improving efficiencies
at every point.

teams) in our factories. There is a very
focussed cost reduction that’s still going on
for each of the teams. It already ahead of our
annual targets. It is also working towards
improving efficiencies. How do you get more
out of the same plants and improve capex
efficiencies and how do you improve
efficiency of buying from suppliers.

internal sales targets, it expects every new
buyer to at least consider buying Tata cars
soon. And new launches will help the
company achieve that.

looking at launching as many has 10-15 new
models based on two new architectures,
Alpha and Omega, which will be revealed
early next year.

The new launches will help Tata Motors fill
gaps in its product portfolio and compete
aggressively in the market.

significant presence in the Korean market.
They have also entered into joint ventures
with companies such as Thonburi Automotive
in 2006, which allowed them to manufacture
and market pickup trucks in Thailand. “We
think it makes sense for Tata to expand
through acquisition (as it did in tea and steel)
than spend a decade to build the business”
(Lehman Brothers). The commercial vehicle
area of the business has certainly been how
Tata Motors have built their reputation, with

which they are not known for at this time.
Tata, like many new businesses it acquires, is
allowing this new segment of the business to
be run by previous management since they
have more experience in the luxury
automotive business. “Tata will give us some
space. They want us to run our business, be a
premium British car company” (Mike
O’Driscoll, managing director of Jaguar).
This is yet another large acquisition for the
Tata Motors group and could create great

after taxes also increased significantly
between 2018 and 2019 increasing from
336.6 million to 405.5 million in 2007. After
a large drop in revenues from 2016 to 2017
when the company first went public on the
NYSE (stock prices from May 1-22, 2020 can
be found in Appendix C), it has been
increasing revenues greatly annually, from
4,422.0 million in 2017 to 7,354.0 in 2019.

governance is founded upon a rich legacy of
fair, ethical, and transparent governance
practices” (tatacarsworldwide.com). One of
the more important parts of this is the
transparency of the company people have a
right to know what the company is doing not
only to ensure ethical practices, but for the
insurance of their many shareholders whom
have a right to know the inner workings of
the company.

Jamshedpur (Jharkhand), Pune (Maharashtra),
Lucknow (Uttar Pradesh), Pantnagar
(Uttarakhand), Dharwad (Karnataka) and
Sanand (Gujarat). Tata's dealership, sales,
service, and spare parts network comprises
over 3,500 touch points. Tata Motors has
more than 250 dealerships in more than 195
cities across 27 states and four Union
Territories of India. It has the third-largest
sales and service network after Maruti
Suzuki and Hyundai.

wholly owned subsidiary of Tata Motors
since June 2008, when it was acquired
from Ford Motor Company of USA. Its
principal activity is the development,
manufacture and sale of Jaguar luxury and
sports cars and Land Rover premium four-
wheel-drive vehicles.
• Merging of Jaguar and Land Rover

Land Rover has launched new vehicles
including the Range Rover Evoque, Jaguar F-
Type, the Jaguar XE, the Jaguar XJ (X351),
the second-generation Range Rover Sport,
and Jaguar XF, the fourth-generation Land
Rover Discovery, Range Rover Velar and
the Range Rover (L405).

quality. [41] The Jaguar F-Pace
made Consumer Reports February 2019 list
of the 10 Least Reliable Cars. The editors
cited "electronics, drive system, power
equipment, noises and leaks" as problematic
aspects.

although the situation was improving. Still,
Tata was open to considering a partnership
with another company according to a
statement in mid-October, as long as the
partnership agreement would allow Tata to
maintain control of the business. The
company ruled out the possibility of a sale of
JLR to another entity.

Passenger cars and utility vehicles:

Theoretical background of study
• Expectations and Customer Satisfaction

characteristics) will produce certain outcomes
(benefits or values) given certain anticipated
levels of performance based on previous
affective, cognitive, and behavioural
experiences. Expectations are often related to
satisfaction and can be measured as follows:

By analyzing the data available about the
sales of company it can be noted-

the other cars. Next comes the TATA Nexon
and TATA Harrier. These three cars constitute
most of the sales. All other cars of tata have
around 23.33%.

the people surveyed are not aware of all the
versions of Tata passenger car. Therfore more
measures must be taken to promote and create
awareness about the cars available.

level of the 30 chosen samples. 17 samples
have income ranging between 1 lakh and 3
lakhs. 6 people have income between 3-5
lakh. 5 samples have income below 1 lakh.
And the rest have income above 5lakh.

chosen for the survey, 13 are first time users
and the rest have used Tata cars more than
once and they are satisfied and happy with the
car and they do not want to change to some
other car.

E. Tele media creates a brand appeal.

T.V. ads appeal No. of people Yes 7 No
23

not actually create a brand appeal. Amongst
the 30 samples, 23 feet that tele media is not
so important in creating a brand appeal. The
performance, average and features create a
brand appeal.

F. Customer Satisfaction from Tata cars.

Customer satisfaction No. of people
Satisfied 11 Not satisfied 19

average amongst all same segment cars
available and it is very economical. 19 out of
30 samples are not satisfied with car and
expect something better than the available
cars.

G. Tata Passenger Cars, Creating brand
value

Brand valueNo. of people Yes 15 No 5

cars do create a brand value. It is a big
competion to the other related brands
available in the market. Only 5 out of 20
people feel that Tata cars do not create a
brand value.

H. Factors affecting buying of customers

TATA MOTORS is number three in passenger
car market after Suzuki & Hyundai.

Majority of the customers see TATA
MOTORS with savings.

Most of the customers spend large sum of
money

Out of the samples, people are highly
convinced that TATA MOTORS will yield
them better results

Hyundai is still doing well in midsize and
small size segment so the TATA Tiago may be
a good option for the company in this term
for sustaining sales in long run as well as in
the current situations.

Product will have a gradual progress. Because
most industries would wait for the response
about the product from other Company

Demo of the product should be made
available to Customers, since most of
the purchase decisions are based on it

Technical details should be made available to
the customers in the most accurate numerical
form

The has remained a bestseller throughout in
the industry figuring in the top 3 selling list of
cars for most of the years.

seasons like during Dussehra, Diwali, Etc.
The city like Koppal is mostly dominated by
the working class like people working in
Industries, Businessmen and government
school employees, so the sales for midsize car
can be enhanced in this city.

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