A SUMMER TRAINING PROJECT REPORT ON

CUSTOEMR SATISFACTION TOWARDS TATA MOTORS

Submitted in partial fulfillment of the requirement For the award of degree Of
MASTER OF BUSINESS ADMINISTRATION SESSION (2012-2013)
SUBMITTED TO: Ms. Itisha Rohatgi

SUBMITTED BY:Devendra Singh MBA 3rd Semester Roll No. 11021043

Assistant Professor.

IFTM UNIVERSITY, MORADABAD

ACKNOWLEDGEMENT

It is my pleasure to be indebted to various people, who directly or indirectly contributed in the development of this work and who influenced my thinking, behavior, and acts during the course of study. I express my sincere gratitude to Mrs. Manjula jain (Director Deptt of Management), for providing me an opportunity to undergo summer training at Tata Motors securities. I am thankful to Ms. Itisha Rohatgi (Project Guide). for his support, cooperation, and motivation provided to me during the training for constant inspiration, presence and blessings. I also extend my sincere appreciation to Mr .PRASHANT KUMAR.who provided his valuable suggestions and precious time in accomplishing my project report. Lastly, I would like to thank the almighty and my parents for their moral support and my friends with whom I shared my day-to-day experience and received lots of suggestions that improved my quality of work.

(Devendra Singh)

CERTIFICATE OF ORIGINALITY

I Mr. Devendra singh Roll No.11021043 a full time bonafide student of first year of Master of Business Administration (MBA) Programme of IFTM University, Moradabad. I hereby certify that this project work carried out by me at TATA MOTORS and the report submitted in partial fulfillment of the requirements of the programme is an original work of mine under the guidance of the industry mentor Mr.Prashant kumar and faculty mentor Ms. Itisha Rohatgi and is not based or reproduced from any existing work of any other person or on any earlier work undertaken at any other time or for any other purpose, and has not been submitted anywhere else at any time.

( Date 3rd july 2012:

( Date:15th Agust 2012

CERTIFICATE OF THE COMPANY

EXECUTIVE SUMMARY
The project work is pursued as a part of MBA summer training at IFTM University, Moradabad. It is undertaken as a traineeship at Tata Motors. The project is done under expert supervision and guidance of Mr . Prashant Kumar (Center Sales Manager, Tata Motors) The Project is about the study of Customer satisfaction towards Tata Motors The automotive industry is at the centre of Indias new global dynamics. Tata Motors, having a Tata Motors product range covers all the range of four wheelers As the project title Customer Satisfaction Survey Suggests that the project report is all about the technical and the commercial aspect of the company. While doing survey I realize that the things learnt from the books are quite different from the actual practice in field. The body of the project report takes a micro level approach, using each step of the marketing research process. The main source of analyzing the data is through questionnaires. A complete analysis has been done in research methodology part to find the advantages and disadvantages of the company. A complete Analysis of variance has been done to find the kind of satisfaction Tata Motors provides to their Customers. The best part of this project report is the analysis and interpretation of the various services provided by Tata Motors. This part directly shows whether the customers are satisfied with the products and services of Tata Motors and criticizes the ill part of the company. At the last part I wrap up the project with suggestion and recommendations to enhance the future growth and prospects of the company.

TABLE OF CONTENTS
Chapter No. Chapter Name
(I.) Certificate of Originality.(.II.) Certificate from Company.(III.) Executive Summary...(IV.)

Page No.

Acknowledgement....

Chapter 1 Chapter 2

INTRODUCTION ... .1 COMPANY

PROFILE..11 Chapter 3 Chapter 4 Chapter 5 22 Chapter 6 Chapter 7 28 Chapter 8 RESULTS AND RESEARCH METHODOLOGY.25 DATA ANALYSIS AND INTERPRETATION... OBJECTIVE OF STUDY: ..18 SCOPE AND RATIONALE OF THE STUDY.....20 REVIEW OF LITERATURE

FINDINGS....42 Chapter 9 ..44 Chapter 10 Chapter 11 Chapter 12 51 BIBLIOGRAPHY...53 ANNEXURE: o ANNEXURE I QUESTIONNAIRE CONCLUSION..47 LIMITATIONS OF THE STUDY...49 SUGGESTIONS AND RECOMMENDATIONS.. DISCUSSIONS ...