CONSUMER SATISFACTION PROJECT

LIMITATIONS OF THE STUDY



The study has been taken from TVS motors of Chennai city and fails to cover rest of the districts in the country.



The number respondents are limited to 120 numbers.



The time period of the study is also a major factor.



Personal bias of the respondents may also act as a limitation in the study.



However, there are many TVS showrooms in many cities other than Chennai city, the respondents of Chennai city was only considered for further research findings.

REVIEW OF LITERATURE

ACKNOWLEDGEMENT We deeply wish to express our sincere thanks to Dr.ISHARI.K.GANESH M.Com,B.L, Ph.D., our belovedChancellor of VELS UNIVERSITY

We wish to extend our sincere thanks to Dr.P.GOVINDARAJAN Registrar of VELS UNIVERSITY

We are thankful to Mrs.M.THAIYALNAYAKI M.Com.,M.Phil.,B.Ed., PH.D Head of department OfB.B.A

We are thankful to Mr.S.CHANDRACHUDM.A., MCA,and M.PHILAsst. Prof. of B.B.A for her guidance in this work, and for valuable guidance and constant encouragement throughout the project.

We also would like to thank external guide Mr.SAFEERAHMED MARKETING Manager TVS AKSHAY MOTORSat Nungambakkam, Chennai for providing me valuable information and support in my project work to complete success.

We thank all our department staffs and our friends in completions of ourproject.

BINITA THAPA

LEIYA SHAIZA

(09101108)

(09101136)

M.JANSI PRISCILLA

M.RAJALAKSHMI

(09101116)

(09101148)

CONSUMER SATISFACTION Consumer satisfaction, a term frequently used in marketing, is a measure of how products

and services supplied by a company meet or surpass Consumer expectation. Consumer satisfaction is defined as "the number of Consumers, or percentage of total Consumers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals." In a survey of nearly 200 senior marketing managers, 71 percent responded that they found a Consumer satisfaction metric very useful in managing and monitoring their businesses. It is seen as a key performance indicator within business and is often part of a Balanced Scorecard. In a competitive marketplace where businesses compete for Consumers, Consumer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. "Within organizations, Consumer satisfaction ratings can have powerful effects. They focus employees on the importance of fulfilling Consumers’ 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 Consumers, it gains positive wordof-mouth marketing, which is both free and highly effective." Therefore, it is essential for businesses to effectively manage Consumer satisfaction. To be able do this, firms need reliable and representative measures of satisfaction. "In researching satisfaction, firms generally ask Consumers whether their product or service has met or exceeded expectations. Thus, expectations are a key factor behind satisfaction. When Consumers have high expectations and the reality falls short, they will be disappointed and will likely rate their experience as less than satisfying. For this reason, a luxury resort, for — even example, might receive a lower satisfaction rating than a budget motel — even though its

facilities and service would be deemed superior in 'absolute' terms."

The importance of Consumer satisfaction diminishes when a firm has increased bargaining power. For example, cell phone plan providers, such as AT&T and Verizon, participate in an industry that is an oligopoly, where only a few suppliers of a certain product or service exist. As such, many cell phone plan contracts have a lot of fine print with provisions that they would never get away if there were, say, a hundred cell phone plan providers, because Consumer satisfaction would be way too low, and Consumers would easily have the option of leaving for a better contract offer. There is a substantial body of empirical literature that establishes the benefits of Consumer satisfaction for firms.

Purpose:-

A business ideally is continually seeking feedback to improve Consumer satisfaction. "Consumer satisfaction provides a leading indicator of consumer purchase intentions and loyalty." "Consumer satisfaction data are among the most frequently collected indicators of market perceptions. Their principal use is twofold:" 1. "Within organizations, the collection, analysis and dissemination of these data send a message about the importance of tending to Consumers and ensuring that they have a positive experience with the compan y’s goods and services."

2. "Although sales or market share can indicate how well a firm is performing currently, satisfaction is perhaps the best indicator of how likely it is that the firm’s Consumers

will make further purchases in the future . Much research has focused on the relationship between Consumer satisfaction and retention. Studies indicate that the ramifications of satisfaction are most strongly realized at the extremes." On a fivepoint scale, "individuals who rate their satisfaction level as '5' are likely to become return Consumers and might even evangelize for the firm. (A second important metric related to satisfaction is willingness to recommend. This metric is defined as "The percentage of surveyed Consumers who indicate that they would recommend a brand to friends." When a Consumer is satisfied with a product, he or she might recommend it to friends, relatives and colleagues. This can be a powerful marketing advantage.) "Individuals who rate their satisfaction level as '1,' by contrast, are unlikely to return. Further, they can hurt the firm by making negative comments about it to prospective Consumers. Willingness to recommend is a key metric relating to Consumer satisfaction."

Construction Organizations need to retain existing Consumers while targeting non-Consumers non-Consumers..[3] Measuring Consumer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. "Consumer satisfaction is measured at the individual level, but it is almost always reported at an aggregate level. It can be, and often is, measured along various dimensions. A hotel, for example, might ask Consumers to rate their experience with its front desk and check-in service, with the room, with the amenities in the room, with the restaurants, and so on. Additionally, in a holistic sense, the hotel might ask about overall satisfaction 'with your stay.' As research on consumption experiences grows, evidence suggests that consumers purchase goods and services for a combination of two types of benefits: hedonic and utilitarian. Hedonic benefits are associated with the sensory and experiential attributes of the product. Utilitarian benefits of a product are associated with the more instrumental and functional attributes of the product (Batra and Athola 1990).

Consumer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary depending on other options the Consumer may have and other products against which the Consumer can compare the organization's products. Work done by Parasuraman, Zeithaml and Berry (Leonard L) [ between 1985 and 1988 provides the basis for the measurement of Consumer satisfaction with a service by using the gap between the Consumer's expectation of performance and their perceived experience of performance. This provides the measurer with a satisfaction "gap" which is objective and quantitative

in

nature.

Work

done

by

Cronin

and

Taylor

propose

the

"confirmation/disconfirmation" theory of combining the "gap" described by Parasuraman, Zeithaml and Berry as two different measures (perception and expectation of performance) into a single measurement of performance according to expectation. The usual measures of Consumer satisfaction involve a survey with a set of statements using a Likert Technique or scale. The Consumer is asked to evaluate each statement and in term of their perception and expectation of performance of the organization being measured. Their satisfaction is generally measured on a five-point scale.

"Consumer satisfaction data can also be collected on a 10-point scale." "Regardless of the scale used, the objective is to measure Consumers’ perceived satisfaction with their experience of a firm’s offerings." It is essential for firms to effectively manage

Consumer satisfaction. To be able do this, we need accurate measurement of satisfaction. Good quality measures need to have high satisfaction loadings, good reliability, and low error variances. In an empirical study comparing commonly used satisfaction measures it was found that two multi-item semantic differential scales performed best across both hedonic and

utilitarian service consumption contexts. According to studies by Wirtz& Lee (2003), they identified a six-item 7-point semantic differential scale (e.g., Oliver and Swan 1983), which is a six-item 7-point bipolar scale, that consistently performed best across both hedonic and utilitarian services. It loaded most highly on satisfaction, had the highest item reliability, and had by far the lowest error variance across both studies. In the study, the six items asked respondents’ evaluation of their most recent experience with ATM services and ice cream restaurant, along seven points within these six items: ― please me to displeased me‖, ―contented with to disgusted with ‖, ―very satisfied with to very dissatisfied with ‖, ―did a good job for me to did a poor job for me‖, ―wise choice to poor choice‖ and ―happy with to unhappy with‖.

A semantic differential (4 items) scale (e.g., Eroglu and Machleit 1990), which is a four-item 7-point bipolar scale, was the second best performing measure, which was again consistent across both contexts. In the study, respondents were asked to evaluate their experience with both products, along seven points within these four items: ―satisfied to dissatisfied ‖, ― favorable to unfavorable‖, ― pleasant to unpleasant ‖ and ― I like it very much to I didn’t like it at all ‖.

The third best scale was single-item percentage measure, a one-item 7-point bipolar scale (e.g., Westbrook 1980). Again, the respondents were asked to evaluate their experience on both ATM services and ice cream restaurants, along seven points within ―delighted to terrible ‖.

It seems that dependent on a trade-off between length of the questionnaire and quality of satisfaction measure, these scales seem to be good options for measuring Consumer satisfaction in academic and applied studies research alike. All other measures tested consistently performed worse than the top three measures, and/or their performance varied significantly across the two service contexts in their study. These results suggest that more careful pretesting would be prudent should these measures be used. Finally, all measures captured both affective and cognitive aspects of satisfaction, independent of their scale anchors. Affective measures capture a consumer’s attitude

(liking/disliking) towards a product, which can result from any product information or experience. On the other hand, cognitive element is defined as an appraisal or conclusion on how the product’s performance compared against expectations (or exceeded or fell short of

expectations), was useful (or not useful), fit the situation (or did not fit), exceeded the requirements of the situation (or did not exceed).

Methodologies American Consumer Satisfaction Index (ACSI) is a scientific standard of Consumer satisfaction. Academic research has shown that the national ACSI score is a strong predictor of Gross Domestic Product (GDP) growth, and an even stronger predictor of Personal Consumption Expenditure (PCE) growth. On the microeconomic level, academic studies have shown that ACSI data is related to a firm's financial performance in terms of return of return on investment (ROI), sales, long-term firm value (Tobin's q), cash flow, cash flow volatility, human capital performance, portfolio returns, debt financing, risk, and consumer spending. spending.[12] Increasing ACSI scores has been shown to predict loyalty, word-of-mouth recommendations, and purchase behavior. The ACSI measures Consumer satisfaction annually for more than 200 companies in 43 industries and 10 economic sectors. In addition to quarterly reports, the ACSI methodology can be applied to private sector companies and government agencies in order to improve loyalty and purchase intent. Two companies have been licensed to apply the methodology of the ACSI for both the private and public sector: CFI Group, Inc. and Foresee Results apply the ACSI to websites and other online initiatives. ASCI scores have also been calculated by independent researchers, for example, for the mobile phones sector sector,,[13] higher education, education,[14] and electronic mail. mail.[15] The Kano model is a theory of product development and Consumer satisfaction developed in the 1980s by Professor Noriaki Kano that classifies Consumer preferences into five categories: Attractive, One-Dimensional, Must-Be, Indifferent, Reverse. The Kano model offers some insight into the product attributes which are perceived to be important to Consumers. SERVQUAL or RATER is a service-quality framework that has been incorporated into Consumer-satisfaction surveys (e.g., the revised Norwegian Consumer Satisfaction Barometer) to indicate the gap between Consumer expectations and experience. J.D. Power and Associates provides another measure of Consumer satisfaction, known for its top-box approach and automotive industry rankings. J.D. Power and Associates' marketing

research consists primarily of consumer surveys and is publicly known for the value of its product awards. Other research and consulting firms have Consumer satisfaction solutions as well. These include A.T. Kearney's Kearney's Consumer Satisfaction Audit process, which incorporates the Stages of Excellence framework and which helps define a company’s status against eight critically identified dimensions. For Business to Business (B2B) surveys there is the Info Quest box. This has been used internationally since 1989 on more than 110,000 surveys (Nov '09) with an average response rate of 72.74%. The box is targeted at "the most important" Consumers and avoids the need for a blanket survey. In the European Union member states, many methods for measuring impact and satisfaction of e-government services are in use, which the eGovMoNet project sought to compare and harmonize. These Consumer satisfaction methodologies have not been independently audited by the Marketing Accountability Standards Board (MASB) according to MMAP (Marketing Metric Audit Protocol).

RESEARCH METHODOLOGY

RESEARCH METHODOLOGY MEANING OF RESEARCH METHODOLOGY Research methodology is a way to systematically solve the research problem. A researcher has to study the research problem along with the logic in it for that the researcher should not only known the research methods and techniques but also the methodology.

The researcher has to apply particular research

techniques in the problems problems and he

should also known which which method or

techniques is relevant or not so that, means, it is necessary for the researcher to design his methodology for his problems as the so may differ from problem to problem.

RESEARCH DESIGN A sample design is a definite plan for obtaining a sample from a given population. It refers refers to the technique or the procedure the researcher would adopt in selecting items for the sample, s ample, sample design may as well lay down the number of items to be included in the sample i.e., the size of the sample. Sample design is determined before data are collected. collected. There are many many sample designs from which which a researcher can choose. Some design are relatively relatively more more precise and easier to to apply than others. others. Researcher must select prepare sample design which should be reliable and appropriate for his research study.

QUESTIONNAIRE The term questionnaire refers to a self-administered process whereby the respondent himself/herself reads the question and records his/her answers

without assistance of an interviewers. interviewers.

It is more more highly structured and and

standardized.

TYPES OF DATA USED The data collection process begins after a research problem has been defined and research design plan had been chalked out. The data collection is mainly of two types. 

Primary data



Secondary data

PRIMARY DATA The primary data are those which are collection a fresh and for the first time and thus happen to be original in character. character. The collection of primary data is done through indirect communication with the employees.

SECONDARY DATA The secondary data, on the other hand, are those which have already been collected by someone else and which have already been passed through the statistical process. Secondary data collection collection from the information information maintained by the human resource department, websites and other records.

FORMULA FOR WEIGHTEDAVERAGE METHOD

WEIGHTED AVERAGE=∑XW/∑X

SAMPLING The research is conducted by considering only few units of population is called sampling. It involves any procedure using a small small number of items of pairs of the whole population to make conclusion regarding the whole population. The sampling technique adopted in the current study is convenient convenient sampling.

SAMPLE SIZE The sample size for the survey is 120 for TVS SCOOTY PEP +with AKSHAY MOTORS.

DATA ANALYIS After collecting the data it was analyzed with the help of various statistical tools

STATISTICAL TOOLS Percentage method Chi-Square Weighted average method

DATA ANALYSIS AND INTERPRETATION

WEIGHTED AVERAGE METHOD 1)Rank the the type of sales promotion for TVS scooty PEP+ FACTORS Test ride Contest Exchange Others

40 56 48 76

30 28 20 24

20 28 28 8

A)Test Ride

X 1

W 40

XW 40

2

30

60

3

20

60

4

30

120

Total

120

280

WA=∑XW / ∑W

=280/120 =2.33

B)CONTEST X

W

XW

1

56

56

2

28

56

3

28

84

4

8

24

Total

120

220

WA=∑XW / ∑W

=220/120 =1.83

30 8 24 12

TOTAL 120 120 120 120 120

C)EXCHANGE

X

W

XW

1 2

48 20

48 40

3

28

84

4

24

96

Total

120

228

WA=∑XW / ∑W

=228/120 =2.07

D)OTHERS X

W

XW

1

76

76

2

24

48

3

8

24

4

12

18

Total

120

196

WA=∑XW / ∑W

=196/120 =1.63

RANKING Particulars

WA

Rank

Test Ride

2.33

1

Contest

1.9

2

Exchange

1.83

3

Others

1.63

4

INFERENCE From the above table it shows that the effective sales promotion is test ride and got the Rank 1.

2)Rank the Media FACTORS Pamphlets T.V Outdoors Banners

44 16 28 64

36 12 28 32

48 36 8 12

A) Pamphlets

X

W

XW

1

44

44

2

36

72

3

48

54

4

40

160

Total

120

330

WA=∑XW / ∑W

=330/120 =2.75

B)TV

40 56 56 12

TOTAL 120 120 120 120 120

X

W

WX

1

16

16

2

12

24

3

36

108

4

56

224

TOTAL

120

372

WA=∑XW / ∑W

=372/120 =3.1

C)OUTDOORS X

W

XW

1

28

28

2

28

56

3

8

24

4

56

224

TOTAL

120

332

WA=∑XW / ∑W

=332/120 =2.76 d) BANNERS X

W

XW

1

64

64

2

32

64

3

12

36

4

12

48

TOTAL

120

212 WA=∑XW / ∑W

=212/120 =1.76

RANKING PARTICULARS

WA

RANK

PAMPLETS

2.75

3

TV

3.1

1

OUTDOORS

2.76

2

BANNERS

1.76

4

INFERENCE:

The above table shows that most of the consumers are attracted through television advertisements so they have given Rank 1 and they have suggested that is the effective media to advertise.

3)Responsiveness in dealing FACTORS

TOTAL

Rank-1 Rank-2 Rank-3 Rank-4

15 38 40 49

13 41 24 58

38 36 31 4

54 5 25 9

120 120 120 120 120

RANK-1 X

W

XW

1

15

15

2

13

26

3

38

114

4

54

216

TOTAL

120

371

=∑XW/∑X

=371/120 =3.09 RANK-2 X

W

XW

1

38

38

2

41

82

3

36

108

4

5

20

TOTAL

120

248

=∑XW/∑X

=248/120 =2.06

RANK-3 X

W

XW

1

40

40

2

24

48

3

31

93

4

25

100

TOTAL

120

281

=∑XW/∑X

=281/120 =2.34 RANK-4 X

W

XW

1

4

49

2

5

116

3

4

12

4

9

36

TOTAL

120

213

=∑XW/∑X

=213/120 =1.7

PARTICULARS

WA

RANK

RANK 1

3.09

1

RANK 2

2.06

3

RANK 3

2.34

2

RANK 4

1.7

4

INFERENCE:

From the above table we can say that the responsiveness in dealing with the consumers are good because most of the consumers are given Rank 1.

CHI-SQUARE OBSERVED FREQUENCY

CHI-SQUARE TEST

Chi-square analysis is made to find out, whether the relationship between factors considered and basis of purchase.

Hypothesis: H0: Null hypothesis:

There is no significant relationship betweenfactors considered and basis of purchase.

H1: Alternative hypothesis:

There is a significant relationship between factors considered and basis of purchase.

PARAMETERS CASH CREDIT HIRE PURCHASE OTHERS TOTAL

MILEAGE 17 9 12

FASHION 10 10 6 8

PRICE 14 11 10

OTHERS 4 4 5

TOTAL 45 30 35

4 42

2 26

3 38

1 14

10 120

EXPECTED FREQUENCY

EXPECTED FREQUENCY= RESPECTIVE ROW TOTAL*RESPECTIVE COLUMN TOTAL/GRAND TOTAL

PARAMETERS

MILEAGE

FASHION

PRICE

OTHERS

CASH

15.75

9.75

14.25

5.25

CREDIT

10.5

6.5

9.5

1

HIRE PURCHASE OTHERS

13.25

7.58

11.08

4.08

3.5

2.16

3.16

1.16

APPLYING CHI SQUARE O

E

O-E

(O-E)2

(O-E)2/E

17

15.75

1.25

1.5625

0.099

10

9.75

0.25

0.0625

6.410

14

14.25

-0.25

0.0625

4.386

4

5.25

-1.25

1.5625

0.28

9

10.5

-1.5

2.25

0.214

6

6.5

-0.5

0.25

0.038

11

9.5

1.5

2.25

0.237

4

1

3

9

9

12

12.25

-0.25

0.0625

5.102

8

7.58

0.4

0.16

0.021

10

11.08

-1.08

1.1664

0.105

5

4.08

0.92

0.8464

0.076

4

3.5

0.5

0.25

0.071

2

2.16

-0.16

0.0256

0.011

3

3.16

-0.16

0.0256

8.10

1

1.16

-0.16

0.0256

0.022

120

34.1910

CALCULATED VALUE =34.19 TABULATED VALUE=(r-1)(c-1)

=(4-1)(4-1) =(3)(3) =9 LEVEL OF SIGNIFICANCE=5

TABLE VALUE FOR 9 = 16.92 CONCLUSION:

Since the calculated value (34.19) is greater than the table value (16.92) the null hypothesis is rejected and the alternative hypothesis is accepted. There is a significant relationship between the factors considered on purchase and on the basis of purchase.

CHI-SQUARE TEST 2

Chi-square analysis is made to find out, whether the relationship between preference and differentiating factors of TVS scooty pep+.

Hypothesis: H0: Null hypothesis:

There is no significant relationship betweenpreference and differentiating factors of TVS scooty pep+. H1: Alternative hypothesis:

There is a significant relationship between preference and differentiating factors of TVS scooty pep+. OBSERVED FREQUENCY

Q6&9 PARAMETERS

SPECIAL FEATURE 3

SAFETY

HORN

SERVICE QUALITY 6

TOTAL

4

LIGHT WEIGHT 7

WEIGHT

10

9

11

24

54

COLOUR

5

7

6

13

31

OTHERS

3

3

4

5

15

TOTAL

24

22

25

49

120

20

EXPECTED FREQUENCY

EXPECTED FREQUENCY= RESPECTIVE ROW TOTAL*RESPECTIVE COLUMN TOTAL/GRAND TOTAL

PARAMETERS

SPECIAL FEATURE 3.66

SAFETY

HORN

SERVICE QUALITY 4

4.16

LIGHT WEIGHT 8.16

WEIGHT

10.8

9.9

11.25

22.05

COLOUR

6.2

5.68

6.45

12.65

OTHERS

3

2.75

3.12

6.12

APPLYING CHI SQUARE

O

E

O-E

(O-E)2

(O-E)2/E

6

4

2

4

1

3

3.66

-0.66

0.4356

0.119

4

4.16

-0.16

0.0256

6.154

7

8.16

-1.16

1.3456

0.165

10

10.8

-0.8

0.64

0.059

9

9.9

-0.9

0.81

0.082

11

11.25

-0.25

0.0625

5.555

24

22.05

1.95

3.8025

0.172

5

6.2

-1.2

1.44

0.232

7

5.68

1.32

1.7424

0.307

6

6.45

-0.45

0.2025

0.031

13

12.65

0.35

0.1225

9.684

3

3

0

0

0

3

2.75

0.25

0.0625

0.023

4

3.12

0.88

0.7744

0.248

5

6.12

-1.12

1.2544

0.205

120

Calculated Value = 24.04 Table Value = (r-1)*(c-1) = (4-1)*(4-1) = (3)*(3) =9

LEVEL OF SIGNIFICANCE=5% TABLE VALUE FOR 9 = 16.

24.036

CONCLUSION:

Since the calculated value (34.19) is greater than the table value (16.92) the null hypothesis is rejected and the alternative hypothesis is accepted. There is a significant relationship between the preference and the differentiating factors

DATA ANALYSIS AND INTERPRETATION

TABLE NO 1: TYPES OF CONSUMERS

Description

No. of. respondents

Percentage of Respondents (%)

Students

56

47

Retired

4

3

House Wife

20

17

Others

40

33

Total

120

100

INFERENCE: From the above table we can see that 47% of students are using scooty pep+ and 33% includes others which can be said as employed, professionals etc. and 33% of other population uses, 17% of housewives uses and 3% retired population. Thus we can conclude the majority of population who are students uses scooty pep+.

CHART NO: 1 TYPE OF CONSUMERS

TABLE NO 2: FACTORS CONSIDERED WHILE PURCHASE

Description

No. of. Respondents


Mileage

44

37

Fashion

36

30

Price

24

20

Others Total

16 120

13 100

INFERENCE:

The above table shows that37% of respondents consider mileage on purchase,30% consider fashion and 20% consider price and 13% consider other factors. Thus we can conclude majority of the respondents consider mileage on their purchase.

CHART NO: 2 FACTORS CONSIDERED WHILE PURCHASE

40

37

35

) 30 f % ( o e s 25 g t n a t e n d 20 e n c o r p e s 15 P e R

30

20

13

10 5

Percentag of Respondents (%)

0 Mileage

Fashion

Price

Others

TABLE NO3:CONSUMER’S PERCEPTION ON BRAND OF TWO WHEELERS Description Activa Access Scooty Pep+ Others Total

No. of. respondents 20 0 80 20 120

Percentage of Respondents (%) 17 0 66 17 100

INFERENCE: The above table shows that 17% of the population perceives Activa and 66% of population perceives Scooty Pep+ and 17% are the others.

CHART NO 3: CONSUMER’S PERCEPTION ON BRAND OF TWO WHEELERS

17

17

) f % o ( e s t g n a t e n d e n c r o e p s P e R

0

Activa Access 66

Scooty Pep+ Others

TABLE NO: 4 BASIS OF PURCHASE Description

No. of. respondents


Cash

64

53

Credit

12

10

Hire Purchase

32

27

Others

12

10

Total

120

100

INFERENCE:

The above table shows that 55% people buy on cash basis and 27% of respondents buy on hire purchase 10% respondents buy on credit basis and 10% on other ways. Thus we can conclude 53% of people do purchase on cash basis.

CHART NO 4: BASIS OF PURCHASE

) % ( s t n e d n o p s e R f o e g a t n e c r e P

10

27 53

Cash Credit 10

Hire Purchase Others

TABLE NO: 5 LEVEL OF SATISFACTION TOWARDS MILEAGE

Description

No. of. respondents


Highly Satisfied

24

20

Satisfied

80

67

Disappointed

16

13

Not Satisfied

0

0

Total

120

100

INFERENCE: From the above table we can find 67% respondents are satisfied with the mileage, 20% are satisfied and 13% of the people are disappointed. Thus we can say only 20% of respondents are highly satisfied.

CHART NO: 5 LEVEL OF SATISFACTION TOWARDS MILEAGE

70

60

) f % 50 o ( e s t g n a e t 40 n d e n c 30 r o e p s P e R 20 10

67

20

Percentag of Respondents (%) 13

0 0

TABLE NO:6CONSUMERPREFERENCES TOWARDS SCOOTY PEP+

Description

No. of. respondents


Service Quality

28

23

Special Feature

28

23

Safety

8

7

Light weight

56

47

Total

120

100

INFERENCE:

The above table shows that 47% respondents prefer light weight as a special feature, 23% of respondents prefer because of service quality and special feature and 7% prefer because ofit’s safety. safet y. Thus we can conclude 47% of respondents prefer because of it’s light weight and it plays an important role.

CHART NO 6: CONSUMER PREFERENCES TOWARDS SCOOTY PEP+

) % ( s 50 t n e 45 d n o p 40 s e R 35 f o e g 30 a t n e 25 c r e P 20

47

23

23

15 10 7

5 0 Service Quality

Percentag of Respondents (%) Specail Featur

Safety

Light weight

TABLE NO: 7Intellectual Capital Of Consumer Service Representatives

Description

No. of. Respondents


Yes

100

83

No

20

17

Total

120

100

INFERENCE:

The above table shows that 83% of respondents say YES and 17% say NO. From this we can say that the consumer service representative is knowledgeable but not highly knowledgeable.

CHART NO: 7 Intellectual Capital Of Consumer Service Representatives

17

) f % o ( e s t g n a t e n d e n c r o e p s P e R Yes No 83

TABLE NO: 8Campaigning Power Of Consumer Service Representative Description

No. of. respondents


Good

60

50

Very Good

8

7

Average

44

36

Below Average

8

7

Total

120

100

INFERENCE:

The table shows 50% of respondents said its good and 36% says average and below and very good is only 7%. Thus we can conclude the communication level of the consumer service representative is not up to the mark.

CHART NO: Campaigning Power Of Consumer Service Representative


7 36

50

7

Good Very Good Average Below Average

TABLE NO: 9 FACTORS INFLUENCING SCOOTY PEP+ FROM OTHERS Description

No. of. respondents


Horn

12

10

Weight

52

43

Colour

40

34

Others

16

13

Total

120

100

INFERENCE: The above table shows the 43% of o f respondents says that weight of the scooty i nfluence them, 34% is colour, 13% others and 10% horn. Thus light weight is the special feature of scooty pep+ and it attracts the consumer very much.

CHART NO: 9 FACTORS INFLUENCING SCOOTY PEP+ FROM OTHERS

s t n e d n o p s e R ) f % o ( e g a t n e c r e P

13

10

34 43

Horn Weight Colour Others

TABLE NO10: RESPONDENTS IN SWITICHING OF BRANDS FROM SCOOTY PEP+ Description

No. of. respondents


Yes

88

73

No

32

27

Total

120

100

INFERENCE:

The table shows 73% of consumers do switch brands and 27% of consumers do not switch brands. From this we can conclude there are people who change from the bike they are using even scooty pep+ from the bike they are using even scooty pep+ or others.

CHART NO 10 : RESPONDENT SWITCHING BRANDS FROM SCOOTY PEP+

80 70 ) % ( s t n e d n o p s e R f o e g a t n e c r e P

60 50 40

73

30 20 10

27

0 Yes No Percentage of Respondents (%)

TABLE NO 11: MEDIA IMPRESSED THE RESPONDENTS TO BUY

Description

No. of. Respondents


Television

56

47

News Paper

36

30

Internet

12

10

Banners

16

13

Total

120

100

INFERENCE: This table shows that 47% of the people got to buy through television, 30% of people throughnewspaper, 10% of people through internet and 13% through banners. Hence the television has acted as a best medium through which the consumers wanted to buy the vehicle.

CHART NO: 11 MEDIA IMPRESSED THE RESPONDENTS TO BUY

) 50 % ( 45 s t n 40 e d 35 n 30 o p s 25 e 20 R f 15 o e 10 g a t5 n0 e c r e P

47

30

10

Television

News Paper

13

Percentage of Respondents…

Internet

Banners Percentage of Respondents (%)

TABLE NO 12: CHANGING LEVEL OF SCOOTY PEP + WITH LAUNCH OF NEW VEHICLE Description

No. of. respondents


Yes

36

30

No

84

70

Total

120

100

INFERENCE: Out of 120 respondents 30 % of the population has agreed that they wouldn’t mind changing the vehicle whereas rest of the population i.e. 70 % would mind changing their vehicle.

CHART NO 12: CHANGING LEVEL OF SCOOTY PEP + WITH LAUNCH OF NEW VEHICLE

70

70

60

) % ( s t50 n e d n o p s40 e R f o 30 e g a t n e20 c r e P

30

10 Percentage of Respondents (%) 0 Yes No

TABLE NO 13: LEVEL OF SATISFACTION OF THE SCOOTY PEP + Description

No. of. respondents


Good

68

57

Satisfied

36

30

Disappointed

16

13

Average

0

0

Total

120

100

INFERENCE: This table clearly shows that 57% of the respondent feels that the performance of the scooty is good. Whereas 30% of the respondents feel satisfied and 13% have disappointed with the performance of the scooty.

CHART NO 13: LEVEL OF SATISFACTION OF THE SCOOTY PEP +

60

57

50


40

30

30

20 13 10

0

0


TABLE NO 14: FREQUENCY TO SERVICE S ERVICE Description

No. of. respondents


Every Two Months

12

10

Every Four Months

32

27

Every Six Months

28

23

When Required

48

40

Total

120

100

Inference: This table says that 10% of the respondents take their scooty to service once in every two months, 27% of the respondents take every 4 months and 23% takes service every 6 months and remaining 40% when required.

CHART NO 14: FREQUENCY TO SERVICE


10

40 27

23

Every Two Months Every Four Months Every Six Months When Required

TABLE NO 15: MODE OF SERVICING THE SCOOTY PEP +

Description Descripti on

No. of. Respondents


Authorized Dealer

76

63

Near By Shop

24

20

Self Service

8

7

Others

12

10

Total

120

100

INFERENCE: This table shows that 63% of the respondent service their scooty from the authorized dealer, 20% of the respondent from nearby mechanic shop, 7% do self service and 10% from the other service centre.

CHART NO 15: MODE OF SERVICING THE SCOOTY PEP +


20 7

17 10 63

Authorized Dealer Near By Shop Self Service Others

TABLE NO 16: SATISFACTION LEVEL TOWARDS CC POWER OF SCOOTY PEP+

Description

No. of. respondents


Yes

100

83

No

20

17

Total

120

100

INFERENCE: The above table shows that 83% of consumers are satisfied with the CC power of scooty and only 17% are dissatisfied. From this we can conclude the CC power is also main factor for the main purchase.

CHART NO: 16 SATISFACTION LEVEL TOWARDS CC POWER OF SCOOTY PEP+

) % ( 90 s t80 n e 70 d n 60 o p50 s e R40 f o30 e20 g a t10 n e 0 c r e P

83

17

Percentage of Respondents (%) Yes No


TABLE No 17: RESPONDENT’S INTEREST TOWARDS SALES PROMOTION

Description

No. of. respondents


Test Ride

48

40

Contest

20

17

Exchange

28

23

Others

24

20

Total

120

100

INFERENCE: From the above table we can see that the test ride plays a vital role which is 40%, contest is 17%, exchanges are 23% and others are 20%. So the consumers are expecting test ride while making a purchase and this is a good sales promotional factor.

CHART No 17: RESPONDENT’S INTEREST TOWARDS SALES PROMOTION

40 40

35

s t 30 n e d n25 o p s e 20 R ) f % o ( e 15 g a t n 10 e c r e P 5

23 20 17

Percentage of Respondents (%) 0 Test Ride

Contest

Exchange

Others

TABLE NO 18: CONSIDERATION OF COLOUR FACTOR IN PURCHASE Description

No. of. respondents


Yes

108

90

No

12

10

Total

120

100

INFERENCE: The above table shows that 90% of the consumers consider mainly colour also in their purchase. Only 10% do not consider colour in their purchase. Thus, we can conclude the colour ranges are good in TVS Scoot Pep+.

CHART NO 18 : CONSIDERATION OF COLOUR FACTOR ON PURCHASE

90 90

80

) o ( e s t 60 g n a t e d n 50 n e c r o p e 40 s P e R

70 % f

30

20 10

10 0 Yes

No


TABLE NO 19: RESPONDENT’S OPINION ABOUT MODE OF ADVERTISEMENT Description

No. of. respondents


Pamphlets

16

13

TV

68

57

Outdoors

20

17

Banners

16

13

Total

120

100

INFERENCE: This table shows that 55% of the population find Television is the best media of advertisement. 13% of populations have chosen pamphlets, 17% says outdoors. Thus, television is easy and most attractive and effective tool for advertisement. So we can conclude television is the effective media to advertise.

CHART NO 19 : RESPONDENT’S OPINION ABOUT MODE OF ADVERTISEMENT

13

13

) f % o ( e s t g n a t e17 n d e n c r o e p s P e R Pamplets TV Outdoors 57

Banners

TABLE NO 20: SATISFACTION OF SERVICE PROVIDED BY TVS MOTORS TOWARDS SCOOTY PEP +

Description

No. of. respondents


Good

40

33

Satisfied

44

37

Average

36

30

Disappointed

0

0

Total

120

100

INFERENCE: From the above table we can see 37% of the populations are satisfied with the TVS MOTORS Service, 33% says good and 30% says average. There is no much difference with all the factors. So TVS MOTORS should improve in their servicing too.

CHART NO 20 : SATISFACTION OF SERVICE PROVIDED BY TVS MOTORS TOWARDS SCOOTY PEP +


0

30

33

37 Good Satisfied Average Disappointed

TABLE NO 21: EFFECTIVENESS IN DEALING WITH THE CONSUMERS Description

No. of. respondents


Rank 1

56

47

Rank 2

44

37

Rank 3

16

13

Rank 4

4

3

Total

120

100

INFERENCE: The above table shows that the responsiveness of TVS AKSHAYA MOTORS in dealing with the consumers is 47% which got the Rank 1. 37% of the population gave Rank 2 and 13% says Rank 3, 3% gave Rank 4. Thus, the showrooms have to improve in their dealing with consumer because it has not even 50% of satisfaction with the consumer.

CHART NO 21: EFFECTIVENESS IN DEALING WITH THE CONSUMERS

50

45

40

) % ( s 35 t n e d n 30 o p s e R 25 f o 47 e g 20 a t n e c r 15 e P

37

10 Percentage of Respondents (%) 13 5

3 0 Rank 1

Rank 2

Rank 3

Rank 4

TABLE NO 22:LEVEL OF SATISFACTION TOWARDS SERVICE PROVIDED BY TVS MOTORS

Description

No. of. Respondents


Definitely Yes

20

17

Yes Generally

64

53

Average

36

30

Below Average

0

0

Total

120

100

INFERENCE: The above table shows that the 17% of the population only getting their expected service and 53% get normal and 30% says it is only average. Thus, this again impose that TVS MOTORS have to improve in their consumer services.

CHART NO 22: LEVEL OF SATISFACTION TOWARDS SERVICE PROVIDED BY TVS MOTORS

60

53

50

) % ( s t n e 40 d n o p s e R f30 o e g a t n e c r20 e P

30

17

10 Percentage of Respondents (%)

0

0 Definitely Yes

Yes Generally

Average

Below Average

TABLE No 23: OPINION ABOUT RATING THE SERVICE PROVIDED BY TVS MOTORS

Description No. of. respondents


Excellent

8

7

Good

88

73

Fair

24

20

Poor

0

0

Total

120

100

INFERENCE: This table implies that 73% says good and excellent is only 7% so the consumers are getting a good service from the TVS AKHAYA MOTORS which is not giving a bad service.

CHART NO 23: OPINION ABOUT RATING THE SERVICE PROVIDED BY TVS MOTORS

80 ) f % 70 o ( e s 60 t g n a 50 t e n d 40 e n c 30 r o e p s 20 P e R 10

73

20 7

0

0 Excellent

Good


Fair

Poor


TABLE NO 24: RECOMMENDATION OF SCOOTY PEP + TO OTHERS

Description

No. of. Respondents


Yes

84

70

No

36

30

Total

120

100

INFERENCE: The above table shows that 70% populations are willing to buy TVS Scooty Pep+ again and 30% do not prefer. This implies that the scooty still has a good image and good position in the market.

CHART NO 24 : RECOMMENDATION OF SCOOTY PEP + TO OTHERS

s t n e d n o p s e R ) f % o ( e gNo a t n e Yes c r e P

30

70

0 20 Percentage of Respondents (%)

40 60 80

FINDINGS OF THE RESEARCH

FINDINGS 

From this survey we found that most of the consumers are the students and housewives.



It is found that most of the consumers are considering colour in their purchase.



The majority of the consumers buy their vehicle in the mode of cash because on credit basis the EMI is charged high.



It is found that the weight of the vehicle plays a vital role because it is very easy to handle.



The consumers are motivated by the test drive before the purchase.



Most of the consumers are expecting good service from the TVS service centers in the near future.



Consumers are satisfied with the CC power of Scooty Pep+.



It has been found that the Television is the effective media through which they are aware of TVS bikes.



It has been found that switching of brands are less.



The consumers have said that the communication and responsiveness of the TVS consumer service representative is average



The consumer has suggested that the delivery of vehicle should be faster.



The survey also says that the performance of the scooty is good and satisfactory.

.

SUGGESTIONS AND RECOMMENDATIONS

RECOMMENDATION AND SUGGESTIONS



The Company should continue creating awareness through mass media as it has the maximum response.



It is recommended that the service should also be good in TVS service centres.



The sale promotional activities should also be more attractive so that it increases the sales.



The time duration for the delivery of the vehicle should be reduced.



They should concentrate more on the servicing part.



It is suggested that the buying process should be made easier.

CONCLUSION

CONCLUSION

Consumer satisfaction is an important aspect for determining the success of the products. Satisfaction is a kind of stepping away from an experience and evaluating it. One could have a pleasurable experience that caused dissatisfaction even though pleasurable, it was not as pleasurable as it was supposed or expected to be. So satisfaction or dissatisfaction is not an emotion it is the evaluation of the emotion. Thus, through consumer satisfaction the Company or a manufacturer can capture the potential market leading to the pinnacle.

BIBLIOGRAPHY

BIBLIOGRAPHY

MARKETING MANAGEMENT (2002 EDITION) – PHILIP KOTLER STATISTICAL METHODS (30 th EDITION) – S.P GUPTA www.scribd.com www.google.com www.wikipedia.com

ANNEXURE

A

STUDY

ON

CONSUMER

SATISFACTION

TOWARDS SCOOTY PEP+ WITH AKSHAY MOTORS QUESTIONNAIRE NAME:

PLACE:

AGE: GENDER: OCCUPATION: 1)Type of Consumer Students House wives

Retired Others

2) The factors that you consider while making a purchase? Mileage

Fashion

Price

Others

3) The brand of two wheelers do you buy Activa

Access

Scooty Pep+

Wego

4) On what basis you purchase your vehicle? Cash

Credit

Hire Purchase

Others

5) Are you satisfied with the mileage of ScootyPep+Satisfied? Highly satisfied

Satisfied

Disappointed

Not satisfied

6) Your preference towards TVS scooty PEP+? Service quality

Special feature

Safety

Light weight

7) Was the intellectual capital of consumer service representative useful ? Yes

No

8) Was the campaigning power of consumer service representative good? Good

VeryGood

Average

below Average

9)DifferentiateTVSScooty PEP+ from other scooters Horn

Weight

Colour

Others

10) Do you switch brands? Yes

No

11) The media impressed you to enter into TVS motors Television

News Paper

Internet

Banners

12) Would you like to change your Scooty? Yes

No

13) Your opinion about the performance of the scooty Good

Satisfied

Disappointed

Average

14) How often do you service your scooty? Every two months Ot Every six months

Every four months When required

15) Where do you service your scooty? Authorized dealer Self service

near byshop others

16) Are you satisfied with the CC power of TVS Scooty Pep+? Yes

No

17) Rank the type of sales promotion that you believe is the best (Rank 1-2-3) Test ride

Contest

Exchange

Others

18) Do you consider the colour in your purchase? Yes

No

19) Rank the media that would be effective for advertisement Pamplets

TV

Outdoors

Banners

20) The service of Scooty Pep+ in TVS Motors

Good

Satisfied

Average

Disappointed

21) Rate our responsiveness in dealing with you Rank 1 Rank 3

Rank2 Rank 4

22) Do you get the service you want from TVS MOTORS? Definitely yes

Yes Generally

Average

Below average

23) Kindly rate the expected service you received Excellent

Good

Fair

Poor

24) Will you purchase TVS Scooty Pep+ again? Yes

No

25) Kindly give your valuable suggestions

TABLE NO:6CONSUMERPREFERENCES TOWARDS SCOOTY PEP+

Description

No. of. respondents


Service Quality

28

23

Special Feature

28

23

Safety

8

7

Light weight

56

47

Total

120

100

INFERENCE:

The above table shows that 47% respondents prefer light weight as a special feature, 23% of respondents prefer because of service quality and special feature and 7% prefer because ofit’s safety. safet y. Thus we can conclude 47% of respondents prefer because of it’s light weight and it plays an important role.

CHART NO 6: CONSUMER PREFERENCES TOWARDS SCOOTY PEP+

) % ( s 50 t n e 45 d n o p 40 s e R 35 f o e g 30 a t n e 25 c r e P 20

47

23

23

15 10 7

5 0 Service Quality

Percentag of Respondents (%) Specail Featur

Safety

Light weight

TABLE NO: 7Intellectual Capital Of Consumer Service Representatives

Description

No. of. Respondents


Yes

100

83

No

20

17

Total

120

100

INFERENCE:

The above table shows that 83% of respondents say YES and 17% say NO. From this we can say that the consumer service representative is knowledgeable but not highly knowledgeable.

CHART NO: 7 Intellectual Capital Of Consumer Service Representatives

17

) f % o ( e s t g n a t e n d e n c r o e p s P e R Yes No 83

TABLE NO: 8Campaigning Power Of Consumer Service Representative Description

No. of. respondents


Good

60

50

Very Good

8

7

Average

44

36

Below Average

8

7

Total

120

100

INFERENCE:

The table shows 50% of respondents said its good and 36% says average and below and very good is only 7%. Thus we can conclude the communication level of the consumer service representative is not up to the mark.

CHART NO: Campaigning Power Of Consumer Service Representative


7 36

50

7

Good Very Good Average Below Average

TABLE NO: 9 FACTORS INFLUENCING SCOOTY PEP+ FROM OTHERS Description

No. of. respondents


Horn

12

10

Weight

52

43

Colour

40

34

Others

16

13

Total

120

100

INFERENCE: The above table shows the 43% of o f respondents says that weight of the scooty i nfluence them, 34% is colour, 13% others and 10% horn. Thus light weight is the special feature of scooty pep+ and it attracts the consumer very much.

CHART NO: 9 FACTORS INFLUENCING SCOOTY PEP+ FROM OTHERS

s t n e d n o p s e R ) f % o ( e g a t n e c r e P

13

10

34 43

Horn Weight Colour Others

TABLE NO10: RESPONDENTS IN SWITICHING OF BRANDS FROM SCOOTY PEP+ Description

No. of. respondents


Yes

88

73

No

32

27

Total

120

100

INFERENCE:

The table shows 73% of consumers do switch brands and 27% of consumers do not switch brands. From this we can conclude there are people who change from the bike they are using even scooty pep+ from the bike they are using even scooty pep+ or others.

CHART NO 10 : RESPONDENT SWITCHING BRANDS FROM SCOOTY PEP+

80 70 ) % ( s t n e d n o p s e R f o e g a t n e c r e P

60 50 40

73

30 20 10

27

0 Yes No Percentage of Respondents (%)

TABLE NO 11: MEDIA IMPRESSED THE RESPONDENTS TO BUY

Description

No. of. Respondents


Television

56

47

News Paper

36

30

Internet

12

10

Banners

16

13

Total

120

100

INFERENCE: This table shows that 47% of the people got to buy through television, 30% of people throughnewspaper, 10% of people through internet and 13% through banners. Hence the television has acted as a best medium through which the consumers wanted to buy the vehicle.

CHART NO: 11 MEDIA IMPRESSED THE RESPONDENTS TO BUY

) 50 % ( 45 s t n 40 e d 35 n 30 o p s 25 e 20 R f 15 o e 10 g a t5 n0 e c r e P

47

30

10

Television

News Paper

13


Internet

Banners Percentage of Respondents (%)

TABLE NO 12: CHANGING LEVEL OF SCOOTY PEP + WITH LAUNCH OF NEW VEHICLE Description

No. of. respondents


Yes

36

30

No

84

70

Total

120

100

INFERENCE: Out of 120 respondents 30 % of the population has agreed that they wouldn’t mind changing the vehicle whereas rest of the population i.e. 70 % would mind changing their vehicle.

CHART NO 12: CHANGING LEVEL OF SCOOTY PEP + WITH LAUNCH OF NEW VEHICLE

70

70

60

) % ( s t50 n e d n o p s40 e R f o 30 e g a t n e20 c r e P

30

10 Percentage of Respondents (%) 0 Yes No

TABLE NO 13: LEVEL OF SATISFACTION OF THE SCOOTY PEP + Description

No. of. respondents


Good

68

57

Satisfied

36

30

Disappointed

16

13

Average

0

0

Total

120

100

INFERENCE: This table clearly shows that 57% of the respondent feels that the performance of the scooty is good. Whereas 30% of the respondents feel satisfied and 13% have disappointed with the performance of the scooty.

CHART NO 13: LEVEL OF SATISFACTION OF THE SCOOTY PEP +

60

57

50


40

30

30

20 13 10

0

0


TABLE NO 14: FREQUENCY TO SERVICE S ERVICE Description

No. of. respondents


Every Two Months

12

10

Every Four Months

32

27

Every Six Months

28

23

When Required

48

40

Total

120

100

Inference: This table says that 10% of the respondents take their scooty to service once in every two months, 27% of the respondents take every 4 months and 23% takes service every 6 months and remaining 40% when required.

CHART NO 14: FREQUENCY TO SERVICE


10

40 27

23

Every Two Months Every Four Months Every Six Months When Required

TABLE NO 15: MODE OF SERVICING THE SCOOTY PEP +

Description Descripti on

No. of. Respondents


Authorized Dealer

76

63

Near By Shop

24

20

Self Service

8

7

Others

12

10

Total

120

100

INFERENCE: This table shows that 63% of the respondent service their scooty from the authorized dealer, 20% of the respondent from nearby mechanic shop, 7% do self service and 10% from the other service centre.

CHART NO 15: MODE OF SERVICING THE SCOOTY PEP +


20 7

17 10 63

Authorized Dealer Near By Shop Self Service Others

TABLE NO 16: SATISFACTION LEVEL TOWARDS CC POWER OF SCOOTY PEP+

Description

No. of. respondents


Yes

100

83

No

20

17

Total

120

100

INFERENCE: The above table shows that 83% of consumers are satisfied with the CC power of scooty and only 17% are dissatisfied. From this we can conclude the CC power is also main factor for the main purchase.

CHART NO: 16 SATISFACTION LEVEL TOWARDS CC POWER OF SCOOTY PEP+

) % ( 90 s t80 n e 70 d n 60 o p50 s e R40 f o30 e20 g a t10 n e 0 c r e P

83

17

Percentage of Respondents (%) Yes No


TABLE No 17: RESPONDENT’S INTEREST TOWARDS SALES PROMOTION

Description

No. of. respondents


Test Ride

48

40

Contest

20

17

Exchange

28

23

Others

24

20

Total

120

100

INFERENCE: From the above table we can see that the test ride plays a vital role which is 40%, contest is 17%, exchanges are 23% and others are 20%. So the consumers are expecting test ride while making a purchase and this is a good sales promotional factor.

CHART No 17: RESPONDENT’S INTEREST TOWARDS SALES PROMOTION

40 40

35

s t 30 n e d n25 o p s e 20 R ) f % o ( e 15 g a t n 10 e c r e P 5

23 20 17

Percentage of Respondents (%) 0 Test Ride

Contest

Exchange

Others

TABLE NO 18: CONSIDERATION OF COLOUR FACTOR IN PURCHASE Description

No. of. respondents


Yes

108

90

No

12

10

Total

120

100

INFERENCE: The above table shows that 90% of the consumers consider mainly colour also in their purchase. Only 10% do not consider colour in their purchase. Thus, we can conclude the colour ranges are good in TVS Scoot Pep+.

CHART NO 18 : CONSIDERATION OF COLOUR FACTOR ON PURCHASE

90 90

80

) o ( e s t 60 g n a t e d n 50 n e c r o p e 40 s P e R

70 % f

30

20 10

10 0 Yes

No


CONSUMER SATISFACTION PROJECT

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