CHAPTER-I

INTRODUCTION
The company’s ability to fulfill the business, emotional, and
psychological needs of its customers quality of your service delivery expected by
the customers. Customer Satisfaction may be measured directly by survey and
expressed as a percentage, such as percent of Customers Completely Satisfied.
Providing good service in a pleasant manner and meeting the customer’s
expectations. A measure of the degree to which a product or service meets the
customer’s expectations. A measurement or indicator of the degree to which
customers or users of an organization’s products or services are pleased with those
products or services, typically measures by an attitude questionnaire.

ABOUT THE TOPIC

The study on buyer behavior and satisfaction is all about consumer.
Each one of us buy and consume goods and services in their life. Consumer
satisfaction is very complex and is determined to a large extent by their social and
psychological factors. Hence it is necessary for a marketing manager to properly
understand the satisfaction of his consumer before planning any marketing
strategy.

All the customers have different tastes, likes and dislikes and adopt
different satisfaction patterns, while making purchase decisions. Similarly, if the
customer gets satisfied with his purchase then it persuades him to buy the same
product frequently. Hence the detailed study on customer satisfaction provides us
with reasons why consumers differ from one another in buying and using products
and service.

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 OBJECTIVES OF THE STUDY

1. The main objectives of the study are to reveal the customer satisfaction
about motor bikes with special reference TVS STAR CITY.
2. To disclose the various factors that the customer considers while buying two
wheelers and how TVS STAR CITY meets out the customer requirement.
3. To know the various factors, which are essential for two wheelers launched
in the market.
4. To recommend suggestions for further improvement of the two wheel.

SCOPE OF THE STUDY

The scope of this project for obtained data by surveys is confined to salem
city. The Source of information has been obtained from the users of TVS STAR
CITY, Who happen to the ofowner’sof vehicles this project reflects only the view’s
and opinion of the owner should be mention that the survey has been made only for
the person’s in three months. This has set to be half season in respects.

The project also highlights the right types of vehicles that are to be
used for touring take’s into consideration the conditions of the Road’s and
undulations of trend’s.

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 CHAPTER- II
INDUSTRIE PROFILE
Motorcycle
A motorcycle (also called a motorbike, bike, moto or cycle) is a two or three
wheeled motor vehicle. Motorcycle design varies greatly to suit a range of different
purposes: long distance travel, navigating urban traffic, cruising, sport, racing and
off-road riding.

Motorcycles are one of the most affordable forms of motorised transport and, for
most of the world's population, they are the most familiar type of motor vehicle.
About 200 million motorcycles, including mopeds, motor scooters, motorised
bicycles, and other powered two and three-wheelers, are in use worldwide, or
about 33 motorcycles per 1000 people. By comparison, there are around 590
million cars in the world, or about 91 per 1000 people, with about one third (195
million) in service in Japan and the United States.

Most of the world's motorcycles, 58%, are in the developing countries of

Southern and Eastern Asia, and the Asia Pacific, excluding Japan which is one of
the world's major car users. In 2006, China had 54 million motorcycles in use and
an annual production of 22 million units. As of 2002, India had an estimated 37
million motorcycles and mopeds.[

Experimentation and invention

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Butler's Patent Velocycle
The first commercial design for a self-propelled bicycle was a three-wheel design
called the Butler Petrol Cycle, conceived of and built by Edward Butler in England
in 1884. He sexhibited his plans for the vehicle at the Stanley Cycle Show in
London in 1884, two years earlier than Karl Benz invented his first automobile
who is generally recognized as the inventor of the modern automobile. Butler's
vehicle was also the first design to be shown at the 1885 International Inventions
Exhibition in London.

The vehicle was built by the Merryweather Fire Engine company in

Greenwich, in 1888. The Butler Petrol Cycle (first recorded use of the term) was a
three-wheeled vehicle, with the rear wheel directly driven by a 5/8hp (466W) 600 cc
(40 in3; 2¼×5-inch {57×127-mm})flat twin four stroke engine (with magneto
ignition replaced by coil and battery), equipped with rotary valves and a float-fed
carburettor (five years before Maybach), and Ackermann steering, all of which
were state of the art at the time. Starting was by compressed air. The engine was
liquid-cooled, with a radiator over the rear driving wheel. Speed was controlled by
means of a throttle valve lever. No braking system was fitted; the vehicle was
stopped by raising and lowering the rear driving wheel using a foot-operated lever;
the weight of the machine was then borne by two small castor wheels. The driver
was seated between the front wheels It wasn't, however, a success, as Butler failed
to find sufficient financial backing.

Replica of the Daimler-MaybachReitwagen.

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Another early internal combustion, petroleum fueled motorcycle was the Daimler
Reitwagen. It was designed and built by the German inventors Gottlieb Daimler
and Wilhelm Maybach in Bad Cannstatt, Germany in 1885. This vehicle was
unlike either the safety bicycles or the boneshaker bicycles of the era in that it had
zero degrees of steering axis angle and no fork offset, and thus did not use the
principles of bicycle and motorcycle dynamics developed nearly 70 years earlier.
Instead, it relied on two outrigger wheels to remain upright while turning. The
inventors called their invention the Reitwagen ("riding car"). It was designed as an
expedient testbed for their new engine, rather than a true prototype vehicle.
Many authorities who exclude steam powered, electric or diesel two-wheelers from
the definition of a motorcycle, credit the Daimler Reitwagen as the world's first
motorcycle.
If a two-wheeled vehicle with steam propulsion is considered a motorcycle, then
the first was the French Michaux-Perreaux steam velocipede of 1868. This was
followed by the American Roper steam velocipede of 1869, built by Sylvester H.
RoperRoxbury, Massachusetts.Roper demonstrated his machine at fairs and
circuses in the eastern U.S. in 1867, and built a total of 10 examples.
First motorcycle companies

Diagram of 1894 Hildebrand &Wolfmüller.

In 1894, Hildebrand &Wolfmüller became the first series production motorcycle,
and the first to be called a motorcycle (German: Motorrad). Excelsior Motor
Company, originally a bicycle manufacturing company based in Coventry,
England, began production of their first motorcycle model in 1896. The first
production motorcycle in the US was the Orient-Aster, built by Charles Metz in
1898 at his factory in Waltham, Massachusetts.
In the early period of motorcycle history, many producers of bicycles adapted their
designs to accommodate the new internal combustion engine. As the engines
became more powerful and designs outgrew the bicycle origins, the number of

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motorcycle producers increased. Many of the nineteenth century inventors who
worked on early motorcycles often moved on to other inventions. Daimler and
Roper, for example, both went on to develop automobiles.
At the turn of the century the first major mass-production firms were set up. In
1898, Triumph Motorcycles in England began producing motorbikes, and by 1903
it was producing over 500 bikes. Other British firms were Royal Enfield, Norton
and Birmingham Small Arms Company who began motorbike production in 1899,
1902 and 1910, respectively. Indian began production in 1901 and Harley
Davidson was established two years later. By the outbreak of the First World
War,the largest motorcycle manufacturer in the world was Indian producing over
20,000 bikes per year.
First World War

Triumph MotorcyclesModel H, mass-produced for the war effort and notable for
it's reliability.
During the First World War, motorbike production was greatly ramped up for the
war effort to supply effective communications with front line troops. Messengers
on horses were replaced with despatch riders on motorcycles carrying messages,
performing reconnaissance personnel and acting as a military police. American
company Harley-Davidson was devoting over 50% of its factory output toward
military contract by the end of the war. The British company Triumph
Motorcyclessold more than 30,000 of its Triumph Type H model to allied forces
during the war. With the rear wheel driven by a belt, the Model H was fitted with a
499 cc air-cooled four-stroke single-cylinder engine. It was also the first Triumph
not to be fitted with pedals, so was a true motorcycle.
The Model H in particular, is regarded by many as having been the first "modern
motorcycle". Introduced in 1915 it had a 550cc side-valve four-stroke engine with
a three-speed gearbox and belt transmission. It was so popular with its users that it
was nicknamed the "Trusty Triumph.

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Postwar
By 1920, Harley-Davidson was the largest manufacturer, with their motorcycles
being sold by dealers in 67 countries. By the late 1920s or early 1930s, DKW in
Germany took over as the largest manufacturer!
After World War II, the Birmingham Small Arms Company became the largest
producer of motorcycles in the world, producing up to 75,000 bikes per year in the
1950s.The German company NSU held the position of largest manufacturer from
1955 until the 1970s.

NSU Sportmax streamlined motorcycle, 250 cc class winner of the 1955 Grand
Prix season
In the 1950s, streamlining began to play an increasing part in the development of
racing motorcycles and the "dustbin fairing" held out the possibility of radical
changes to motorcycle design. NSU and Moto Guzzi were in the vanguard of this
development, both producing very radical designs well ahead of their time. NSU
produced the most advanced design, but after the deaths of four NSU riders in the
1954–1956 seasons, they abandoned further development and quit Grand Prix
motorcycle racing.
Moto Guzzi produced competitive race machines, and by 1957 nearly all the Grand
Prix races were being won by streamlined machines.The following year, 1958, full
enclosure fairings were banned from racing by the FIM in the light of the safety
concerns.
From the 1960s through the 1990s, small two-stroke motorcycles were popular
worldwide, partly as a result of East German Walter Kaaden's engine work in the
1950s.
Today
In the 21st century, the motorcycle industry is mainly dominated by Japanese
companies. In addition to the large capacity motorcycles, there is a large market in
smaller capacity (less than 300 cc) motorcycles, mostly concentrated in Asian and
African countries. An example is the 1958 Honda Super Cub, which went on to
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become the biggest selling vehicle of all time, with its 60 millionth unit produced
in April 2008. Today, this area is dominated by mostly Indian companies with
Hero MotoCorp emerging as the world's largest manufacturer of two wheelers. Its
Splendor model has sold more than 8.5 million to date. Other major producers are
Bajaj and TVS Motors.
Demographics

Number of motorcycles vs number of cars by country. Size of pie indicates

population. 2002 estimates.

Millions of cars (light blue) and motorcycles (dark blue) in the top 20 countries
with the most motorcycles.Population in red. 2002 estimates.

Motorbikes are the primary form of transportation in Vietnam.

In numerous cultures, motorcycles are the primary means of motorised transport.
According to the Taiwanese government, for example, "the number of automobiles
per ten thousand population is around 2,500, and the number of motorcycles is
about 5,000. In places such as Vietnam, motorised traffic consist of mostly

8
motorbikes due to a lack of public transport and low income levels that put
automobiles out of reach for many.
The four largest motorcycle markets in the world are all in Asia: China, India,
Indonesia, and Vietnam. The motorcycle is also popular in Brazil's frontier towns.
Amid the global economic downturn of 2008, the motorcycle market grew by
6.5%.
Recent years have seen an increase in the popularity of motorcycles elsewhere. In
the USA, registrations increased by 51% between 2000 and 2005. This is mainly
attributed to increasing fuel prices and urban congestion. A Consumer Reports
subscribers' survey of mainly United States motorcycle and scooter owners
reported that they rode an average of only 1,000 miles (1,600 km) per year, 82%
for recreation and 38% for commuting.Americans put 10,000–12,000 miles
(16,000–19,000 km) per year on their cars and light trucks.
As motorcyclists age, there is a tendency for riders to choose touring bikes over
sports bikes.
Use

Milk delivery in Karnal, India

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A couple ride on a motorcycle in Udaipur, India. Annual sales of motorcycles in
India are expected to exceed 10 million by 2010.
While people choose to ride motorcycles for various reasons, those reasons are
increasingly practical, with riders opting for a powered two-wheeler as a cost-
efficient alternative to infrequent and expensive public transport systems, or as a
means of avoiding or reducing the effects of urban congestion. Where permitted,
lane splitting, which is also known as filtering, allows motorcycles to move
between vehicles in slow or stationary traffic.
In the UK, motorcycles are exempt from the £10 per day London congestion
charge that other vehicles must pay to enter the city during the day. Motorcycles
are also exempt from toll charges at such river crossings as the Severn Bridge,
Dartford Crossing, and Mersey Tunnels. Such cities as Bristol provide dedicated
free parking and allow motorcycles to use bus lanes. In the United States,
motorcycles may use high-occupancy vehicle lanes in accordance with federal law
and pay a lesser fee on some toll roads. Other countries have similar policies.
In New Zealand, motorcycle riders need not pay for parking that is controlled by a
barrier arm; the arm occupies less than the entire width of the lane, and the
motorcyclist simply rides around it. Many car parks that are thus controlled so
supply special areas for motorcycles to park as to save space.
In many cities that have serious parking challenges for cars, such as Melbourne,
Australia, motorcycles are generally permitted to park on the sidewalk, rather than
occupy a space on the street which might otherwise be used by a car.
Technical aspects

A Suzuki GS500 with a clearly visible frame (painted silver).

Construction
See also: Motorcycle components and Motorcycle design
Motorcycle construction is the engineering, manufacturing, and assembly of
components and systems for a motorcycle which results in the performance, cost,

10
and aesthetics desired by the designer. With some exceptions, construction of
modern mass-produced motorcycles has standardised on a steel or
aluminiumframe, telescopic forks holding the front wheel, and disc brakes. Some
other body parts, designed for either aesthetic or performance reasons may be
added. A petrol powered engine typically consisting of between one and four
cylinders (and less commonly, up to eight cylinders) coupled to a manual five- or
six-speed sequential transmission drives the swingarm-mounted rear wheel by a
chain, driveshaft or belt.
Fuel economy
Motorcycle fuel economy varies greatly with engine displacement and riding style
ranging from a low of 29 mpg-US (8.1 L/100 km; 35 mpg-imp) reported by a Honda
VTR1000F rider, to 107 mpg-US (2.2 L/100 km; 129 mpg-imp) reported for the
Verucci Nitro 50 cc scooter. A specially designed Matzu Matsuzawa Honda
XL125 achieved 470 mpg-US (0.50 L/100 km; 560 mpg-imp) "on real highways – in
real conditions. Due to low engine displacements (100 cc–200 cc), and high
power-to-mass ratios, motorcycles offer good fuel economy. Under conditions of
fuel scarcity like 1950s Britain and modern developing nations, motorcycles claim
large shares of the vehicle market.
Electric motorcycles
Main article: Electric motorcycle
Very high fuel economy equivalents are often derived by electric motorcycles.
Electric motorcycles are nearly silent, zero-emission electric motor-driven
vehicles. Operating range and top speed are limited by battery technology. Fuel
cells and petroleum-electric hybrids are also under development to extend the
range and improve performance of the electric drive system.
Reliability
A 2013 survey of 4,424 readers of the US Consumer Reports magazine collected
reliability data on 4,680 motorcycles purchased new from 2009 to 2012.The most
common problem areas were accessories, brakes, electrical (including starters,
charging, ignition), and fuel systems, and the types of motorcycles with the
greatest problems were touring, off road/dual sport, sport-touring, and
cruisers.There were not enough sport bikes in the survey for a statistically
significant conclusion, though the data hinted at reliability as good as cruisers.
These results may be partially explained by accessories including such equipment
as fairings, luggage, and auxiliary lighting, which are frequently added to touring,
adventure touring/dual sport and sport touring bikes. Trouble with fuel systems is
often the result of improper winter storage, and brake problems may also be due to
poor maintenance. Of the five brands with enough data to draw conclusions,
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Honda, Kawasaki and Yamaha were statistically tied, with 11 to 14% of those
bikes in the survey experiencing major repairs. Harley-Davidsons had a rate of
24%, while BMWs did worst, with 30% of those needing major repairs There
were not enough Triumph and Suzuki motorcycles surveyed for a statistically
sound conclusion, though it appeared Suzukis were as reliable as the other three
Japanese brands while Triumphs were comparable to Harley-Davidson and BMW.
Three fourths of the repairs in the survey cost less than US$ 200 and two thirds of
the motorcycles were repaired in less than two days. In spite of their relatively
worse reliability in this survey, Harley-Davidson and BMW owners showed the
greatest owner satisfaction, and three fourths of them said they would buy the same
bike again, followed by 72% of Honda owners and 60 to 63% of Kawasaki and
Yamaha owners.
Dynamics

Racing motorcyclesleaning in a turn.

Main article: Bicycle and motorcycle dynamics
Different types of motorcycles have different dynamics and these play a role in
how a motorcycle performs in given conditions. For example, one with a longer
wheelbase provides the feeling of more stability by responding less to
disturbances. Motorcycle tyres have a large influence over handling.
Motorcycles must be leaned in order to make turns. This lean is induced by the
method known as countersteering, in which the rider momentarily steers the
handlebars in the direction opposite of the desired turn. This practice is counter-
intuitive and therefore often confusing to novices – and even many experienced
motorcyclists.
Such short wheelbase motorcycles as sport bikes can generate enough torque at the
rear wheel, and enough stopping force at the front wheel, to lift the opposite wheel
off the road. These actions, if performed on purpose, are known as wheelies and
stoppies respectively. If carried past the point of recovery the resulting upset is
known as an "endo" (short for "end-over-end"), or "looping" the vehicle.

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Accessories
Main article: Motorcycle accessories
Various features and accessories may be attached to a motorcycle either as OEM
(factory-fitted) or after-market. Such accessories are selected by the owner to
enhance the motorcycle's appearance, safety, performance, or comfort, and may
include anything from mobile electronics to sidecars and trailers.
Safety
Main articles: Motorcycle safety and Motorcycle safety clothing
Motorcycles have a higher rate of fatal accidents than automobiles or trucks and
buses. United States Department of Transportation data for 2005 from the Fatality
Analysis Reporting System show that for passenger cars, 18.62 fatal crashes occur
per 100,000 registered vehicles. For motorcycles this figure is higher at 75.19 per
100,000 registered vehicles – four times higher than for cars. The same data shows
that 1.56 fatalities occur per 100 million vehicle miles travelled for passenger cars,
whereas for motorcycles the figure is 43.47–28 times higher than for cars (37 times
more deaths per mile travelled in 2007). Furthermore for motorcycles the accident
rates have increased significantly since the end of the 1990s, while the rates have
dropped for passenger cars.

Wearing a motorcycle helmet reduces the risks of death or head injury in a

motorcycle crash
The two major causes of motorcycle accidents in the United States are: motorists
pulling out or turning in front of motorcyclists and violating their rights-of-way,
and motorcyclists running wide through turns. The former is sometimes called a
SMIDSY, an acronym formed from the motorists' common response of "Sorry
mate, I didn't see you The latter is more commonly caused by operating a
motorcycle while intoxicated. Motorcyclists can anticipate and avoid some of these
crashes with proper training, increasing their visibility to other traffic, keeping the
speed limits, and not consuming alcohol or drugs before riding

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The United Kingdom has several organisations dedicated to improving motorcycle
safety by providing advanced rider training beyond what is necessary to pass the
basic motorcycle licence test. These include the Institute of Advanced Motorists
(IAM) and the Royal Society for the Prevention of Accidents (RoSPA). Along with
increased personal safety, riders with these advanced qualifications may benefit
from reduced insurance costs.
In South Africa, the Think Bike campaign is dedicated to increasing both
motorcycle safety and the awareness of motorcycles on the country's roads. The
campaign, while strongest in the Gauteng province, has representation in Western
Cape, KwaZulu Natal and the Free State. It has dozens of trained marshals
available for various events such as cycle races and is deeply involved in numerous
other projects such as the annual Motorcycle Toy Run.

An MSF rider course for novices

Motorcycle safety education is offered throughout the United States by
organisations ranging from state agencies to non-profit organisations to
corporations. Most states use the courses designed by the Motorcycle Safety
Foundation (MSF), while Oregon and Idaho developed their own. All of the
training programs include a Basic Rider Course, an Intermediate Rider Course and
an Advanced Rider Course.
In the UK and some Australian jurisdictions, such as Victoria, New South Wales,
the Australian Capital TerritoryTasmania and the Northern Territory, it is
compulsory to complete a basic rider training course before being issued a
Learners Licence, after which they can ride on public roads with L plates in the
UK and P plates in Australia.
In Canada, motorcycle rider training is compulsory in Quebec and Manitoba only,
but all provinces and territories have graduated licence programs which place
restrictions on new drivers until they have gained experience. Eligibility for a full
motorcycle licence or endorsement for completing a Motorcycle Safety course
varies by province. The Canada Safety Council, a non-profit safety organisation,

14
offers the Gearing Up program across Canada and is endorsed by the Motorcycle
and Moped Industry Council. Training course graduates may qualify for reduced
insurance premiums.
Types
Main article: Types of motorcycles

A boulevard cruiser (front) and a sportbike (background)

French gendarmemotorcyclist
There are three major types of motorcycle: street, off-road, and dual purpose.
Within these types, there are many different sub-types of motorcycles for many
different purposes.
Street bikes include cruisers, sportbikes, scooters and mopeds, and many other
types. Off-road motorcycles include many types designed for dirt-oriented racing
classes such as motocross and are not street legal in most areas. Dual purpose
machines like the dual-sport style are made to go off-road but include features to
make them legal and comfortable on the street as well.
Each configuration offers either specialised advantage or broad capability, and
each design creates a different riding posture.
Motorcycle rider postures
$The motorcyclist's riding position depends on rider body-geometry
(anthropometry) combined with the geometry of the motorcycle itself. These
factors create a set of three basic postures.

15
  Sport – the rider leans forwards into the wind and the weight of the upper
torso is supported by the rider's core at low speed and air pressure at high speed
(e.g., above 50 mph (80 km/h)). The footpegs are below the rider or to the rear.
The reduced frontal area cuts wind resistance and allows higher speeds. At low-
speed this position throws the weight of the rider onto the arms, which can tire
the rider's wrists.
 Standard – the rider sits upright or leans forward slightly. The feet are below
the rider. These are motorcycles that are not specialised to one task, so they do
not excel in any particular area. The standard posture is used with touring and
commuting as well as dirt and dual-sport bikes, and may offer advantages for
beginners.
 Cruiser – the rider sits at a lower seat height with the upper torso upright or
leaning slightly rearward. Legs are extended forwards, sometimes out of reach
of the regular controls on cruiser pegs. The low seat height can be a
consideration for new or short riders. Handlebars tend to be high and wide. The
emphasis is on comfort, while compromising cornering ability because of low
ground clearance and the greater likelihood of scraping foot pegs, floor boards,
or other parts if turns are taken at the speeds other motorcycles can more readily
accomplish.
Factors of a motorcycle's ergonomic geometry that determine the seating posture
include the height, angle and location of footpegs, seat and handlebars. Factors in a
rider's physical geometry that contribute to seating posture include torso, arm,
thigh and leg length, and overall rider height.
Legal definitions and restrictions
Main article: Legal definition of motorcycle
A motorcycle is broadly defined by law in most countries for the purposes of
registration, taxation and rider licensing as a powered two-wheel motor vehicle.
Most countries distinguish between mopeds of 49 cc and the more powerful, larger
vehicles (scooters do not count as a separate category). Many jurisdictions include
some forms of three-wheeled cars as motorcycles.

Environmental impact
Motorcycles and scooters' low fuel consumption has attracted interest in the United
States from environmentalists and those whom increased fuel prices affect. Piaggio
Group Americas supported this interest with the launch of a "Vespanomics"
website and platform, claiming lower per-mile carbon emissions of 0.4 lb/mile
(113 g/km) less than the average car, a 65% reduction, and better fuel

16
economHowever, a motorcycle's exhaust emissions may contain 10–20 times more
oxides of nitrogen (NOx), carbon monoxide, and unburned hydrocarbons than
exhaust from a similar-year passenger car or SUV. This is because many
motorcycles lack a catalytic converter, and the emission standard is much more
permissive for motorcycles than for other vehicles. While catalytic converters have
been installed in most gasoline-powered cars and trucks since 1975 in the United
States, they can present fitment and heat difficulties in motorcycle applications.
Along with other emissions-reducing technologies that have taken longer to appear
in motorcycles than in cars, such as fuel injection, catalytic converters are
becoming increasingly commonplace. Many newer motorcycles, such as the
Yamaha R1 and Suzuki GSXR1000 do have catalytic converters, and most BMWs
have been equipped with catalytic converters since the 1990s.
United States Environmental Protection Agency 2007 certification result reports
for all vehicles versus on highway motorcycles (which also includes scooters), the
average certified emissions level for 12,327 vehicles tested was 0.734. The average
"Nox+Co End-Of-Useful-Life-Emissions" for 3,863 motorcycles tested was
0.8531. 54% of the tested 2007-model motorcycles were equipped with a catalytic
converter.
United States emissions limits
The following table shows maximum acceptable legal emissions of the
combination of hydrocarbons, oxides of nitrogen, and carbon monoxide for new
motorcycles sold in the United States with 280 cc or greater piston displacement
HC+NOx CO
Tier Model year
(g/km) (g/km)
Tier
2006–2009 1.4 12.0
1
Tier 2010 and
0.8 12.0
2 later

The maximum acceptable legal emissions of hydrocarbon and carbon monoxide

for new Class I and II motorcycles (50 cc–169 cc and 170 cc–279 cc respectively)
sold in the United States are as follows:
Model year HC (g/km) CO (g/km)
2006 and
1.0 12.0
later

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 COMPANY PROFILE
TVS motors company the flagship company of the TVS Group, is Indi's
third largest two-wheeler manufacturer and one among the top ten in the world.

the Chairman of TVS motors Company Mr. VenuSrinivasan, has won many
laurels for the company. the most recent awards conferred on him, while being
head of the confederation of Indian Industries include the HonorisCausa Doctor of
Science (D. Sc.) for his outstanding contributions in the field of Quality Movement
and Manufacturing Excellence, the distinguished civilian honour 'order of
Diplomatic service Merit' (Heung-In Medal) conferred by the president of the
republic of Korea, His Excellency Lee Myung-bak in recognition of his valuable
contribution in promoting Korea-India bilateral relations and prestigious honour
by the President of india with the Padma Shri award for his valuable and
outstanding contributions in the field of Trade and industry. the JRD Tata
Corporate, The Star of Asia award by Business week,Thejamshedji TATA
Lifetime Quality Achievement Award, emerging Corporate Gaint - Time and
Harvard Business School Association are some of the other high-profit awards
bestowed on him. Driven by technology and innovation at the helm.

TVS Motor Company boasts of a rich talent pool, manufacturing facilities that
conform to world class standards and constantly emphasizes a strong commitment
to ensure best practices. The company has been a competitive player, constantly
challenging industry standards and creating revolutionary innovations. Take for
example the maby firsts that the Company has been credited with, such as the
deployment of a cataiytic converter in a 100 cc motors cycle or even the first four
stroke 150 cc motorcycle; both premiered from TVS Motor Company. Also there
is the Apache, which in 2006 became the first indian motorcycle to win six
prestigious awards in row and that too, immediately on being launched.

The company's penchant for quality resulted in it becoming the first two-
wheeler manucaturer to win the coveted Deming Award in 2002. The year 2007

18
also proved to be a special one for the company as in that year; it became the first
Indian automobile manufacturer to roll out as many as seven new products on a
single day, a testimony to manufaturing prowess. TVS motor company is
committed to achieve total customer satisfaction through excellence in quality , its
management philosophy being based on five pillars of TQM (Total Quality
Management). Quality awareness therefore percolates through the entire
organisation from new product development to after sales services.

The current product portfolio of the company comprise of motorcycles

including TVS STAR in the ecomomy segment, TVS Flame in the executive
segment and TVS apache RTR in performance segment. TVS Scooty Pep+, TVS
ScootyTeenz, TVS ScootyTeenz Electric and TVS Scooty Streak make up the
scooterette segment while XL Super and Heavy Duty from the mopeds segment.
The company recently launched India's first clutchless motorcycle, TVS Jive along
with an automatic metal bodied scooter TVS WEGO therefore offering consumers
comprehensive product portfolio.

Tvs Motor Company is renowned for its human resource management. The
principle of total employees involvement (TEI) that the company employs, give
equal opportunity to each employees to create a promising career path. Employees
get exposure to various skill developmental aspects like cross functional Teams
(CFT) Supervisory improvement Teams (SIT), Quality control CIrcles (QCC)
anong various others.

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 PRODUCT PROFILES

The TVS products are very use friendly. There are various kinds of vehicles
are there inTVS brand. So the customers can able to purchase the vehicle
according to their wish.

TVS STAR CITY

This is a four–stroke bike with the engine capacity of 100cc.highly mileage

of 70 km\liter.The feature involved in the customer purchase was
style,colour,performances..Thisisa fastest moving bike among TVS motors in both
urban and rural areas. During February,TVS Star City continued its steady growth
and together with the StaR brand has helpedTVS M garner over 27 per cent market
share in the economy segment. The economysegment accounts for about 39 per
cent of the total motorcycle category.

TVS 50
This has engine capacity of 50cc it’s very comfortable for lower class and
middle classpeople .We can able to ride this vehicle on any kinds of road .This can
be serviced by ordinary mechanics to professionals and even owner

TVS VICTOR
This is a four–stroke bike with the engine capacity of 110cc.highly mileage
of 70km\liter .The feature involved in the customer purchase was
style,colour,performanceetc.This bike having special technology of mode
indicators (Economy, Power).This is a
fastest moving bike among TVS motors

TVS SCOOTY
This has as an engine capacity of 80cc .It’s very comfortable for ladies.
Because of itslow maintenance, good mileage and favor price. In scooters,
different variants of TVSScooty clocked 16,052 units of sales in February 2006
compared to 15,900 units.

20
TVS APACHE

This is a four –stroke bike with the engine capacity of 150cc. The company
claimed thatApache would give 60 km per liter on normal conditions. Apache is
powered by 13.5Brake Horse Power (BHP) engine. Apache will sports widetyresin
black alloy wheels of17-inch in the front and 18-inch at the rear to facilitate greater
road grip. Apache comeswith an Inductive Digital Ignition
(IDI)technologythatgives a host of benefits to therider including excellent
engineresponse, consistent fuel economy and good 'cold startability'. The Business
Standard Motoring Bike of the Year 2006 is the superb new TVS
Apache.

21
 CHAPTER III
RESEARCH METHODOLOGY

RESEARCH METHODOLOGY
Research Methodology is the wayto solve the problem systematically. It
may be understood as a science of studying how research is done scientifically. It
is necessary for the researcher to know not only research method or techniques but
also the methodology. Researchers must extend the assumption under lying various
techniques and they need to know the criteria by which they can decide certain
techniques and procedures that will be applicable only to certain problem. All this
means that it is necessary for any problem as methodology differs from to problem.

Geographical Area
The study covers the area in the salem city.

Period of coverage
The research has carried out of the study from December to March(2013-
2014)

RESEARCH DESIGN

A Research design specifies the method and procedures for conducting a

particular study. Researcher should specify the approach he intends to use with
respect to the proposed study. Research design in simple terms is the plan.
Structure, and strategy of investigation conceived go as to obtain answer to
research questions and to control variance according to Green and Tull.

“A research design is the specification of method and procedures for

acquiring the information needed. It is the over-all operational pattern or
framework of the project that stipulates what information to be collected from
which sources by what procedures.”

22
 The researcher has applied descriptive studies for this project. Descriptive
study is taken of when one is interested in knowing the proportion of people in a
given populations who have behaved in particular manner, making projections of a
certain thing or determining the relationship between two or more variables the
objectives of such a study is to answer the who, what, when, where and how of the
subject under investigation.

Data Collection Method

Data collection is an act of collecting relevant and adequate data required for
the research from sample size. Generally two method are used for data collection,
they are, primary and secondary data.

The researcher has used both primary and secondary data for this research.

PRIMARY DATA:
For collecting the primary data from respondents, the researcher has
undergone direct personal interview with the structured non-disguised
questionnaire cum interview schedule. Since the researcher has explained before
hand about the study in order to extract more information from respondents, it has
become non-disguised and it is also structured where the questions are presented
same order to all respondents questionnaires contains dichotomous, open ended
and close ended questions.

SECONDARY DATA
Secondary data collected from books, magazines and websites

Research Instrument
Structured non-disguised questionnaire cum interview schedule containing
open ended, dichotomous, and closed ended questions are the tool used by the
researcher to collect the data.

23
Sampling Plan
There are two ways in which the required information may be
obtained

1. Completed enumeration survey

2. Sampling Techniques
Under complete enumeration survey method, data collected for each and
every unit belonging to the population or universe.
Though greater accuracy may be ensured, the efforts money and time
required for carrying out complete enumeration will be extremely large and
in many cases the cost may be so high.
In sampling technique, instead of every unit of the universe only a
part of the universe is studied and the conclusions are drawn on the basis for
the entire universe.

Population
A Population is the complete set of items, Which are of interest in any
particular situation. In this study the universe or population are the owners of two
wheelers in salem city.

Sample unit
Where a list of the units to be studied is not available, sampling units (such
as blocks) that contains the particular units being studied is called sampling unit.

The sampling unit in this study is those who use and own bikes for college
purpose, office purpose or for personal purpose in salem city

Sample size
Sample is a part of the population, it is necessary to decide which method
should be applied, which is called the sampling procedure / methods.

In this study, the researcher has adopted non probability, convenient

sampling is used where the respondent does not know the chance of being selected.

24
 This type of sampling is also called accidental sampling, as the respondents
in the sample are included in it merely on account of their being available on the
spot where the survey is processed.

Tools for analysis

For abstracting meaning ful information from the data collected the tools
used for data analysis are ;

Percentage method
One of the tools used for analyzing the data is percentage method.
Percentage refers to a special kind of ratio, which is used to describe relationships
percentage reduces everything to a common base and there by allows meaningful
comparison to be made

No. of Respondents

Percentage =――――――――――― × 100

Total No. Of Respondents

25
LIMITATIONS OF STUDY

 This study is limited to the Salem city and not for the total market.
 The study was conducted during a short span of time and as such the
researcher could concentrate only on available respondents.
 Due to limited time only one brands are taken in to consideration.
 Only limited number of sample size were taken in to consideration due to
time constrains.
 The scope of the study has been restricted by more close ended questions.

26
 CHAPTER -IV
DATA ANALYSIS OFINTERPRETATION

TABLE- 4.1
CLASSIFICATION OF THE RESPONDENTS BASED ON
AGE
S.NO AGE NO.OF PERCENTAGE
RESPONDENTS
1 BELOW 20 12 24
2 21 TO 30 25 50
3 31 TO 40 7 14
4 41 ABOVE 6 12
TOTAL 50 100

SOURCE: PRIMARY DATA

INFERENCE:

Above the table shows age wise classification of the respondents out
of 50 respondents. 50 of respondents 21 – 30, 24 of respondents below 20.14 of
respondents 31-40, 12 of respondents 41 above.

It is clear that 50 of the respondents are in the age group of 21-30.

27
 CHART- 4.1

CLASSIFICATION OF THE RESPONDENTS BASED ON

AGE

25

20

15
PERCENTAGE

10

0
BELOW 20
21 TO 30
31 TO 40
41 ABOVE

Year

28
 TABLE- .4.2

CLASSIFICATION OF THE RESPONDENTS BASED ON EDUCATION

S.NO EDUCATION NO.OF PERCENTAGE

RESPONDENTS
1 SCHOOL LEVEL 8 16
2 UG/PG 25 50
3 EMPLOYEES 10 20
4 OTHERS 7 14
TOTAL 50 100
SOURCE: PRIMARY DATA

INFERENCE:

Above the table shows educational qualification of the respondents out of 50

respondents.50 of respondents are UG/PG, 20 of the respondents are employees.
16 of the respondents are school level.14 of respondents are others.

It is clear that 50 of the respondents are UG/PG level.

29
 CHART-.4.2

CLASSIFICATION OF THE RESPONDENTS BASED ON EDUCATION

30

25

20
PERCENTAGE

15
Series1

10

0
SCHOOL LEVEL UG/PG EMPLOYEES OTHERS

Axis Title

EDUCATION QUALIFICATION

30
 TABLE -.4.3

CLASSIFICATION OF THE RESPONDENTS BASED ON INCOME

S.NO INCOME No.OF PERCENTAGE

RESPONDENTS
1 BELOW Rs.5000 12 24
2 RS.6000 To 15000 19 38
3 RS.16000 TO 13 26
20000
4 Above 20000 6 12
TOTAL 50 100

SOURCE: PRIMARY DATA

INFERENCE:

Above the table shows income level of the respondents Out of 50 respondents. 38
of respondents are RS, 6000 to 15000, 26 of respondents are RS 16000 to 20000.
24 of respondents are below RS 5000, 12 of respondents are above 20000.

It is concluded that majority 38 of the respondents are belonging to RS,6000 to

15000 level of income.

31
 CHART-.4.3

CLASSIFICATION OF THE RESPONDENTS BASED ON INCOME

20

18

16

14

12
PERCENTAGE

10

0
BELOW Rs.5000 RS.6000 To 15000 RS.16000 TO 20000 AbOVE 20000

INCOME

32
 TABLE -4.4

CLASSIFICATION OF THE RESPONDENTS BASED ON FIRST OWNERS

S.NO FIRST OWNERS NO.OF PERCENTAGE

RESPONDENTS
1 YES 34 68
2 NO 16 32
TOTAL 50 100
SOURCE: PRIMARY DATA

INFERENCE:

Above the table shows first owners of the respondents. Out of 50 respondents. 68
of respondents are first owner. 32 of respondents are second owner.

It is clear that 68 of the respondents are first owners.

33
 CHART – 4.4

CLASSIFICATION OF THE RESPONDENTS BASED ON FIRST OWNERS

40

35

30

25
PERCENTAGE

20

15

10

0
YES NO

FIRST OWNERS

34
TABLE-.4.5

CLASSIFICATION OF THE RESPONDENTS BASED ON RECOMMEND FOR

BUYING TVS STAR CITY

RECOMMEND NO.OF PERCENTAGE

FOR BUYING RESPONDENTS
S.NO TVS STAR CITY

1 FAMILY 9 18
2 FRIEND 23 46
3 SELF 12 24
4 OTHERS 6 12
TOTAL 50 100
SOURCE: PRIMARY DATA

INFERENCE:

Above the table shows recommend for buying TVS star city out of 100
respondents. Out of 50 respondents 46 of respondents friend, 24 % of respondents
self. 18 of respondents family, 12 of respondents others

It is concluded that majority 46 of the respondents are friend

35
 CHART-4.

CLASSIFICATION ON OF THE RESPONDENTSBASED

RECOMMEND FOR BUYING TVS STAR CITY

25

20

15
PERCENTAGE

10

0
FAMILY FRIEND SELF OTHERS

RECOMMEND

36
 TABLE-.4.6

CLASSIFICATION OF THE RESPONDENTS BASED ON PURPOSE OF

USING IN YOUR TVS (STAR CITY)

S.NO PURPOSE OF NO.OF PERCENTAGE

USING IN YOUR RESPONDENTS
TVS (STAR
CITY)

1 SELF USE 22 44
2 OFFICIAL USE 14 28
3 AGRICULTURE 4 8
USE
4 OTHER 10 20
TOTAL 50 100
SOURCE: PRIMARY DATA

INFERENCE:

Above the table shows purpose of using vehicle. Out of 50 % respondents

are 44 of respondents are self-use, 28 of respondents are official use. 20 of
respondents are others, 8 of respondent sare agriculture use.

It is clear that most of the respondents are 44 are wear the TVS star city self-
use purpose.

CHART-.4.6
37
 CLASSIFICATION OF THE RESPONDENTS BASED ON PURPOSE OF
USING IN YOUR TVS (STAR CITY)

25

20

15
PERCENTAGE

10

0
SELF USE
OFFICIAL USE
AGRICULTURE USE
OTHER

PURPOSE OF USAGE

TABLE-.4.7

38
 CLASSIFICATION OF THE RESPONDENTS BASED ON MODE OF
PAYMENT

S.NO MODE OF NO.OF PERCENTAGE

PAYMENT RESPONDENTS

1 NET CASH 15 30
2 LOAN 22 44
3 NET BANKING 7 14
4 OTHER 6 12
TOTAL 50 100

SOURCE: PRIMARY DATA

INFERENCE:

Above the table shows mode of the payment . Out of 50 respondents, 44 of

respondents are lone, 30 of respondents are net cash. 14 of respondents
areofnetbanking ,12 of respondents are other.

It is clear that most 44 of the respondents are mode of payment through

CHART-.4.7

39
 CLASSIFICATION OF THE RESPONDENTS BASED ON MODE OF
PAYMENT

25

20

15
PERCENTAGE

10

0
NET CASH
LOAN
NET BANKING
OTHER

MODE OF PAYMENT

TABLE-.4.8
40
 CLASSIFICATION OF THE RESPONDENTS BASED ON TVS(STAR CITY)
HOW MANY FREE SERVICES PROVIDED

S.NO TVS(STAR CITY) NO.OF PERCENTAGE

HOW MANY RESPONDENTS
FREE SERVICES
PROVIDED

1 SERVICE 15 30
2 1 TO 2 SERVICE 19 38
3 3 T O 5 SERVICE 13 26
4 ABOVE 5 3 6
TOTAL 50 100
SOURCE: PRIMARY DATA

INFERENCE:

Above the table shows tvs (star city) how many free services provided. Out of 50
respondents are 38 of respondents 1 to 2 free services , 30 of respondents are 15
fee services. 26 of respondents 3 to 5 free services, 6 of respondents above 5 .

It is clear that most 38 of the respondents 38 are using 1 to 2 fee services.

CHART-.4.8

41
CLASSIFICATION OF THE RESPONDENTS BASED ON TVS(STAR CITY)
HOW MANY FREE SERVICES PROVIDED

20

18

16

14

12
PERCENTAGE

10

0
SERVICE 1 TO 2 SERVICE 3 T O 5 SERVICE ABOVE 5

FREE SERVICES

TABLE.4.9

42
CLASSIFICATION OF THE RESPONDENTS BASED ON TVS(STAR CITY)

HOW MANY FREE SERVICES PROVIDED

S.NO HOW MANY NO.OF PERCENTAGE

KMPL HAVE RESPONDENTS
YOUR BIKE

1 BELOW 45 KM 11 22
2 50 TO 60 KM 30 60
3 60 TO 70 KM 7 14
4 ABOVE 70 KM 2 4
TOTAL 50 100
SOURCE: PRIMARY DATA

INFERENCE:

Above the table show how many kmpl have your bike of the
respondents. Out of 50 % respondents, 60 of respondents are 50 to 60 km , 22 of
respondents are below 45km. 14 of respondents are 60 to 70km, 4 of respondents
are above 70km .

It is clear that most 60 of the respondents are gone the vehicle for 50 to 60kmpl

CHART.4.9

43
CLASSIFICATION OF THE RESPONDENTS BASED ON TVS(STAR CITY)
HOW MANY FREE SERVICES PROVIDED

35

30

25

20
PERCENTAGE

15

10

0
BELOW 45 KM 50 TO 60 KM 60 TO 70 KM ABOVE 70 KM

Kmpl

TABLE-.4.10

44
 CLASSIFICATION OF THE RESPONDENTS BASED ON TYPE OF MODEL
IN TVS STAR CITY

S.NO TYPE OF NO.OF PERCENTAGE

MODEL IN TVS RESPONDENTS
STAR CITY

1 VICTOR GX 8 16
2 GL 13 26
3 STAR CITY 110 22 44
4 GLX 7 14
TOTAL 50 100
SOURCE: PRIMARY DATA

INFERENCE:

Above the table shows type of model in TVS star city . Out of 50 respondents,44
of respondents are STAR CITY 110 , 26 of respondents are gl. 16% of
respondents are VICTOR GX, 14% of respondents G LX.

It is clear that most 44 of the respondents are using star city 110.

CHART-.4.10
45
CLASSIFICATION OF THE RESPONDENTS BASED ON TYPE OF MODEL
IN TVS STAR CITY

25

20

15
PERCENTAGE

10

0
VICTOR GX GL STAR CITY 110 GLX

TVS STAR CITY MODEL

TABLE-.4.11

46
 CLASSIFICATION OF THE RESPONDENTS BASED ON SATISFACTION
LEVEL AFTER SALES SERVICES

S.NO SATISFACTION NO.OF PERCENTAGE

LEVEL AFTER RESPONDENTS
SALES
SERVICES

1 SATISFIED 26 52
2 AVERAGE 14 28
SATISFIED
3 DISSATISFIED 5 10
4 HIGLY DIS 5 10
SATISFIED
TOTAL 50 100

SOURCE: PRIMARY DATA

INFERENCE:

Above the table shows satisfaction level after sales & services. Out of 50
respondents , 52 of respondents are satisfied , 28 of respondents are average
satisfied . 10 of respondents are dissatisfied , 10 of respondents are highly
dissatisfied .

It is clear that most 52 of the respondents are satisfied.

CHART-.4.11

47
CLASSIFICATION OF THE RESPONDENTS BASED ON SATISFACTION
LEVEL AFTER SALES SERVICES

30

25

20
PERCENTAGE

15

10

0
SATISFIED AVERAGE SATISFIED DISSATISFIED HIGLY DIS SATISFIED

SATISFACTION LEVEL

TABLE-.4.12

48
 CLASSIFICATION OF THE RESPONDENTS BASED ON ATTRACT COME
TO PURCHASE TVS (STAR CITY)

S.NO ATTRACT COME NO.OF PERCENTAGE

TO PURCHASE RESPONDENTS
TVS (STAR
CITY)

1 MAINTENANCE 17 34
2 STYLE 20 40
3 HANDLING 8 16
4 FUEL 5 10
EFFICIENCY
TOTAL 50 100

SOURCE: PRIMARY DATA

INFERENCE:

Above the table shows attract come to purchase TVS(star city). Out of 50 %
respondents, 40% of respondents are attract style , 34 of respondents are attract
maintenance. 16 of respondents are attract handling, 10 of respondents are attract
fuel efficiency .

It is clear that most 40 of the respondents are using their vehicle for style.

CHART-.4.12

49
CLASSIFICATION OF THE RESPONDENTS BASED ON ATTRACT COME
TO PURCHASE TVS (STAR CITY)

20

18

16

14

12
PERCENTAGE

10

0
MAINTENANCE
STULE
HANDLING
EFFICIENCU

ATTRACT

TABLE-.4.13
50
CLASSIFICATION OF THE RESPONDENTS BASED ON SATISFIED OVER
ALL PERFORMANCE IN TVS (STAR CITY)BIKE

S.NO SATISFIED NO.OF PERCENTAGE

OVER ALL RESPONDENTS
PERFORMANCE
IN TVS (STAR
CITY)BIKE

1 HIGLY 13 26
SATISFIED
2 SATISFIED 28 56
3 DIS SATISFIED 7 14
4 HIGLY DIS 2 4
SATISFIED
TOTAL 50 100

SOURCE: PRIMARY DATA

INFERENCE:

Above the table shows of the satisfied over all performance in tvs (star city)bike
respondents. Out of 50 respondents, 56 of respondents are satisfied, 26 % of
respondents higly satisfied. 14% of respondents are dissatisfied, 4% of respondents
are higly dissatisfied.

It is clear that most 56 of the respondents arestatisfied using that vehicle.

CHART-4.13

51
CLASSIFICATION OF THE RESPONDENTS BASED ON SATISFIED OVER
ALL PERFORMANCE IN TVS (STAR CITY)BIKE

30

25

20
PERCNETAGE

15

10

0
HIGLY SATISFIED SATISFIED DIS SATISFIED HIGLY DIS SATISFIED

OVER ALL STATISFACTION LEVE

`CHAPTER-V

52
 FINDINGS
 Most of the customer 50 % of respondents 21 – 30 age level.
 Most of the customer 50% of respondents UG/PG educational level.
 Only 38% of the respondents Rs. 6000 to 15000 are earnings income
 68% highly of the respondent first owners
 Only 46% of the respondents are friend.
 Only 44% of the respondent s are wear the TVS star city self uses purpose.
 Only 44% of the respondents are mode of payment through.
 Only 38% of the respondents are using 1 to 2 free services.
 Highly 60% of the respondents are give the vehicle for 50 to 60kmpl.
 Only 44% of the respondent are using star city 110.
 Majority 52% of the respondents are satisfied.
 Only 40% of the respondents are using their vehicle for style.
 Majority 56% of the respondents are using satisfied that vehicle.

CHAPTER- VI

53
SUGGESTION
The main suggestion is manufactures to produce good things. These
suggestion were collected only from the users, (TVS star city respondents)

The following are the suggestions which were given by the customers in our
survey.

 Most of the customers feel that engine sound is more in TVS STAR CITY
when compared with other bikes.
 Some customers complained that they had body pain while long drive. Some
had the complaints of silencer cup, while driving the vehicle.
 Many customers have complaints about style in the bike. The company
must, therefore have to take efforts in overcoming the problem.
 Some customers complained about the tyre’s grip and its alignment.

CHAPTER- VII
CONCLUSION

54
 Concluding it must be mentioned that TVS STAR CITY is a popular vehicle
in the two wheelers market. No doubt that it is due to the satisfaction of the
customer.

The company must try and develop new technique to improve the standard of
vehicle to complete in this competitive world. So the company has to take early
steps to develop itself.

BIBLIOGRPHY
1. Philipkotler, “Marketing management”, Tenth edition July 2000,
prentice Hull of Indian private limited New Delhi.

55
 2. RajendranNurgundkur, “Marketing Research”, Second Edition, Tata
MC Grow Hill publishing company limited.
3. Dr. S.P Gupta, Dr. P.K. Gupta, Dr. Man- Mohun’s “Business statistics
and operations research”, second edition published by sultan Chand&
Sons, New Delhi in November 1998.

Websites:

www.google.com

www.msn.com

56
 QUESTIONNAIRE

A STUDY ON CUSTOMER SATISFACTIONTOWARDS TVS

STAR CITY WITH SPECIAL REFERENCE TO SALEM CITY

57
1.Name :

2.Age

a)Below 20 b)21 to 30

c) 31 to 40 d) 41 above

3. Education

a) school level b) U/G & P/G

c) Employees d) others

4. Income

a) Below Rs.5000 b) Rs 6000 to 15000

c) Rs 16000 to 20000 d) above 20000

5. Are you the first owners?

a) Yes b) no

6. Who recommend for buying TVS( star city) bike?

a) Family b) friend

c) Self d) others

7. State the purpose of using in your TVS (star city)

a) Self use b) official use

58
c) Agriculture use d) others

8. Tick the mode of payment

a) net cash b) loan

c) net banking d) others

9. TVS (star city) how many? Free services provided

a) service b) 1 to 2 service

c) 3 to 5 service d) above 5

10. How many KMPL have your bike

a) Below 45 KM b) 50 to60 km

c) 60 to 70 km d) above 70 km

11. Do you prefer which type of model in TVS star city

a) victor GX b) GL

c) star city 110 d) GLX

12. State the satisfaction level after sales service

a) Satisfied b) average satisfied

59
c) dissatisfied d) highly dissatisfied

13. Which factor attract you to purchase TVS (star city)

a) Maintenance b) style

c) Handling d) fuel efficiency

14. Are you satisfied overall performance in TVS (star city) bike

a) Highly satisfied b) satisfied

c) Dissatisfied d) Highly dissatisfied

60