Tata Motors Customer Satisfaction

Satisfaction is a pleasure or disappointment a person will feel when compared perceived performance with his or her expectation. If performance falls below expectations, customer is dissatisfied. If performance matches with expectation, customer is satisfied. If performance exceeds expectation, customer is highly satisfied. Customer satisfaction is important factor for every organization. In today’s competitive market, companies are trying its level best to satisfy customers in order to retain present customers and attract new customers. Automobile industries do even have competitiveness and thus focus on improving products and services. So this study focuses on understanding the customer satisfaction towards the services of Tata Motors.

Organizations are not just trying to retain present customers by maintaining good relationship with them but also to attract new customers. New customers could be attracted by providing differentiating services to existing customers so that existing customers can recommend others to buy their brand. An existing customer can recommend to others only if he is satisfied with the service provided by the the company. Therefore, there is a need to understand the satisfaction level of existing customers towards the quality of product and services provided by Tata Motors. This study is important because it will help Tata Motors to understand the level of their customer satisfaction over its competitors and to implement the innovative strategies to improve customer satisfaction. Scope of the study: In present days, most of the middle class people prefer to have passenger cars in addition to upper class people. Both the middle and upper class people would like to get a better product and service from company. Therefore, there is a scope to study the perception of customers towards satisfaction provided by Tata Motors/dealer. This study is restricted only to place named Mangalore in Karnataka. The study is conducted from 15/4/2015 to

Methodology of the study: Research design type: Type of research design used in this study is exploratory research & descriptive research. Exploratory research I undertook by reviewing various literature, discussions and interaction among managers of Tata Motors dealer and Tata Motors customers. It aimed at identifying the factors that will provide customer satisfaction to customers of Tata Motors. Descriptive research provides additional information to the newly explored fields. In my descriptive research, all the fields studied in exploratory research were reduced to a set of important factors and those factors were considered in descriptive study which might influence customer’s satisfaction level. Data collection methods: Questionnaire: Structured questionnaire is developed in order to collect the primary data. Questionnaire included questions such as personal information of customers, awareness of customers towards services provided by Tata Motors and factors influencing customer satisfaction. It was developed in such a way that filling questionnaire will not take more than 3-4 minutes. Questionnaire was given by introducing me as a student of JKSHIM, Nitte and communicating regarding