Description
A study on customer satisfaction towards tata nano car with special reference to coimbatore city
GRA - GLOBAL RESEARCH ANALYSIS X 12
Volume : 2 | Issue : 8 | Aug 2013 • ISSN No 2277 - 8160
Research Paper Commerce
A Study on Customer Satisfaction Towards Tata Nano Car
with Special Reference to Coimbatore City
Ms.M.Shanthini Devi
Assistant Professor, Dr.N.G.P Arts & Science College, Department of Commerce
CA, Dr.N.G.P Road, Kalapatti, Coimbatore
Ms.S.Arunpriya
Assistant Professor, Dr.N.G.P Arts & Science College, Department of Commerce
CA, Dr.NG.P Road, Kalapatti, Coimbatore
The key to success of automobile industry lies not only in having good designed vehicles but also in being able to provide
the customer with the level of service they desire. Satisfaction is crucial concern for both customers and organizations.
It depends on many factors and varies from person to person and product to product. If customer expectations meet
with the perceived value of goods and service then customer is satis?ed but if the perceived value of goods and service is less than the customer
expectations then customer is dissatis?ed and if the perceived value exceeded the expected value of the goods and service then the customer is
delighted. Measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to
the marketplace. This study lays emphasis on Customer Satisfaction towards Tata Nano Car .
ABSTRACT
KEYWORDS: Customer satisfaction, Nano car, automobile, maintenance cost
INTRODUCTION
Cars though considered as luxury once, now occupies a part of day-to-
day life and has become a necessity and forms a part of life. Tata motors
understanding this, positioned Nano in peoples mind as “THE PEO-
PLES’ CAR”, “ONE LAKH CAR” that drives one billion dreams and
“THE WORLDS CHEAPEST CAR ” without compromising on quality
,safety and eco-friendliness. Nano is targeted towards two wheeler seg-
ments, second hand car segments, auto rickshaw segments, low and
middle income segments. It would cater to a typical middle income
Indian family of four who wants to avoid rain, wind and dust.
Customer satisfaction is about relationships between the customer and
product or service and the provider of a product or service. High cus-
tomer satisfaction ratings are widely believed to be the best indicator
of company’s future pro?t. Satisfaction can be broadly characterized
as a post-purchase evaluation of product quality given pre-purchase
expectation. Customer satisfaction can be experienced in a variety
of situations and connected to both goods and services. It is a highly
personal assessment that is greatly a?ected by customer expectations.
Satisfaction also is based on the customer’s experience of both contacts
with the organization and personal outcomes.
OBJECTIVES OF THE STUDY
• To study the socio-economic condition of the customers.
• To identify the factors which infuence to purchase the car.
• To analyze the satisfaction level of customers towards the car.
NEED FOR THE STUDY
When Tata Motors launched the Nano car in 2008 it was one of the
most ambitious car projects for the car maker and most awaited car
that India had ever seen. The low cost car was also the cheapest car
that money could buy and hopes were foating very high with it. There
were some proud accolades that this cute car won. Initially the book-
ings were big and stayed big for some time until things began to look
rather steep. Some people are of the opinion that Nano may give a lot
of people a chance to own a car, but more than ?xed price, it’s the vari-
able cost of maintenance, fuel and spare parts, where the two wheeler
sector has an edge There were some unpleasant experiences faced by
owners of cars in di?erent parts of the country by driving the car. In
2012 all the faws experienced in the car have been ironed out and also
some icing to the cake are added by way of increasing the power , the
looks and with di?erent palette of colors . At this juncture, a need arises
to know whether the new version car introduced in 2012 has been upto
the expected level of customers as well as to know whether the mainte-
nance cost are reasonable.
SCOPE OF THE STUDY
The present study is conducted to ?nd whether the targeted segments
of customers are satis?ed with Nano car performance. This study also
tries to analyze the infuence of perception in the consumers mind and
how this information can be used successfully by marketers to gain
entry into the minds of the consumers. This study is restricted to Co-
imbatore city.
METHODOLOGY OF THE STUDY
The study is descriptive in nature and based on primary and secondary
data. Secondary data is collected from the di?erent journals, internet
and periodicals, car manufacturers’ websites. Primary data is gathered
using Questionnaire. Initially a pilot study has been made in order to
?nd out the feasibility and the relevance of the study.
Sample size: In this study, sample size of 125 respondents is chosen
who are using the Tata Nano car.
Sampling Technique: Simplest non-probability sampling technique
‘convenience sampling’ has been applied.
Tools Of Data Analysis : The data collected has been analyzed with
help of various tools and techniques to ful?l the research objectives.
These include percentage table, Ranking and Chi-square Analysis.
REVIEW OF LITERATURE
Mahapatra, kumar and Chauhan (2010) mentioned a study on
“customer satisfaction, dissatisfaction and post purchase evaluation:
an empirical study on small size passenger cars in India” with the main
objectives to examine the satisfaction and impact on future purchase
decision and explore the performance of di?erent attributes in auto-
mobile in giving satisfaction to customer with the sample size of 150
customers and they revealed from this study that customers are highly
satis?ed with the performance of attributes like pickup, wipers, etc. and
other attributes like pollution, engine, battery performance, and pick
up infuence the consumer future purchase decisions and consumer
give the more importance to these factors.
Ganesh and Soundarapandiyan (2011) conducted a study on
“i10 Hyundai Chennai: customer satisfaction level” with the sample size
of 150 customers. The objectives of the study was to identify the post
purchase behaviour and customer satisfaction level and ?nd the e?ec-
tiveness of after sales service of customer of Hyundai i10. They revealed
from the study that customers are satis?ed with the car after purchase
because its gives the feel of luxury to customers and a convenience of
smaller car in crowded area.
Rao and Kumar (2012) revealed study on “Customer satisfaction
towards Tata Motors - A study on Passenger cars in Warangal district
of Andhra Pradesh” with the objectives to study the customer satisfac-
tion with the usage of vehicles, after sale service, key area of strength,
pricing a?ects, service and quality. They taken the sample of 100 re-
spondents and used the percentage technique. They concluded from
the study that majority of customers are satis?ed with the safety, dealer
GRA - GLOBAL RESEARCH ANALYSIS X 13
Volume : 2 | Issue : 8 | Aug 2013 • ISSN No 2277 - 8160
REFERENCES
1.Kotler, Philip, Marketing Management, 9th ed., Prentice Hall, Upper Saddle River, NJ., 2004 | 2.Vijay Upagade and Arvind Shende, Research
Methodology, Sultan sons, New Delhi,2012,2nd Edition | 3.Ashok J., A Study on Developing Strategies to improve the sales of Maruti Zen Passen-
ger cars?, International Journal of Management Science, Vol.1, No.1, July 2005,pp.24. | 4.Dr.V.K.Kaushik and Neeraj Kaushik., “Buying behavior for
passenger cars: A study in Southwest Haryana”, Indian Journal of Marketing, Vol.38, No.5, June 2008, pp.17 | 5.Baumgartner, G and Jolibert, A (2008), “Consumer Attitudes Towards
Foreign Cars”, International Business Studies II (Spring), pp.71 - 80. | 6.Clement Sudhakar J., and Venkatapathy R., „A Study on Automobile Purchase – Peer In?uence in Decision
Making?, Indian Journal of Marketing, Vol.35, No.6, June 2009, p.16 | 7.Mahapatra, S., Kumar, J., & Chauhan, A. (2010). “Customer Satisfaction, Dissatisfaction and Post-Purchase
evaluation: An empirical study on small size passenger cars in India”. International Journal of Business and Society, Vol. 2 (2), PP.97-108. | 8.Ashok Kurkoti and Sandeep prabhu.,”
A Study of satisfaction with reference to Tato Nano car customers in Pune city”,Pravara management review.,July-Dec 2011 ,pp.28-32. | 9.Lohana, S. R., & Sharma, O .” A study on
Customer Satisfaction towards Hyundai cars in Nanded city , International Journal of Marketing and Management Research, 2012 vol.3 (4),pp. 118-138. | 10.Rao, V. R., & Kumar, R.
V. (2012).” Customer Satisfaction towards Tata Motors”. South Asian Journal of Marketing and Management Research, Vol.2(4), pp. 127-150. |http://www.autoindia.com | http://
www.autofourm.
service, customer relationship and availability of spares etc.
Analysis and Interpretation
Percentage Analysis
Table No.1 Percentage table for Demographic factors &
Study factors
Variables Categories % Variables Categories %
Age
Below 25
25 – 40
40 – 55
Above5
20
50.4
23.2
6.4
Family
Type
Joint
Nuclear
31.2
68.8
Gender Male
Female
69.6
30.4
Monthly
Income
Rs.10,000-
Rs.20,000
Rs.20,000-
Rs.30,000
Rs.30000-
Rs.50,000
Above
Rs.50,000
30.4
27.2
25.6
16.8
Marital
Status
Married
Single
63.2
36.8
Nano For
Safety
Yes 71 56.8
No
56.8
43.2
Educa-
tion
Primary level
Secondary
level
Graduate
Post graduate
Others
5.6
20.8
44.8
24
4.8
Rate Of
Perfor-
mance
Excellent 20
16
Good 61
48.8
Average 36
28.8
Poor
16
48.8
28.8
6.4
Occupa-
tion
Employee
Self employee
Professional
Agricultural
32.8
34.4
30.4
2.4
Draw-
backs In
Nano
Mileage
Style
Size
Noise in Engine
Others
16
29.6
31.2
20.8
2.4
Source: Primary Data
Interpretation:
From the table it is inferred that majority of customers lies in the cate-
gory of 25-40 years of age group with 50.4% , majority of the respond-
ents’ belong to male category with 69.6%, majority of the respondents’
are married with 63.2%, 44.8 % of respondents are graduates, 34.4%
of the customers are self employees, majority of the respondents are
in the Nuclear family type with 68.8%, 30.4% of customers monthly
income lies in the category of Rs.10,000-Rs.20,000 , majority of the re-
spondents with 48.8% says that the performance of the car is good,
majority of the respondents with 56.8% says that Nano is safety and
31.2% of the respondents says that there is drawback in size.
Ranking analysis
There are number of factors infuencing the customer while purchasing
the car and infuencing factor difers from one respondent to another
respondent. Simple ranking analysis has been used to ?nd the most
preferred factor among the other factors. The weighted score has been
calculated by assigning weights from 1 to 10 to the total number of re-
spondents to each factor. Using this score ranking is given from highest
score to lowest score.
Table No.2 Factors in?uenced to Purchase Car-Simple
Ranking Analysis
S.NO FACTORS
WEIGHTED
SCORE
RANK
1 Quality 836 II
2 Performance 752 V
3 Battery 740 VI
4 Mileage 753 IV
5 After sales & services 559 VIII
6 Speed 641 VII
7 Style 756 III
8 Price 842 I
9 Capacity 525 IX
10 Comfortability 467 X
Source
rimary Data
Interpretation:
From the above table it is clear that most preferred factor to purchase
the car is Price, followed by Quality, Style, Mileage, Performance, Bat-
tery, Speed, After sales & Services, Capacity and Comfortability with
last rank.
CHI-SQUARE ANALYSIS
Ho: There is no relationship between personal factors (Age, Gender,
Marital status, Educational quali?cation, Nature of family, Number of
dependent) and Customer Satisfaction
Table No.3 Showing Relationship between Personal Factors
and Customer Satisfaction
Personal factor
C
a
l
c
u
l
a
t
e
d
V
a
l
u
e
T
a
b
l
e
V
a
l
u
e
D
e
g
r
e
e
o
f
F
r
e
e
d
o
m
L
e
v
e
l
o
f
S
i
g
n
i
?
c
a
n
c
e
R
e
s
u
l
t
Age
11.17422 12.592 6 5% Accepted
Gender
1.960311 5.991 2 5% Accepted
Marital status
3.936065 5.991 2 5% Accepted
Educational
quali?cation
4.659587 15.507 8 5% Accepted
Nature of family 5.477368 5.991 2 5% Accepted
Number of
dependent
7.337567 12.592 6 5% Accepted
Source: Primary Data
Interpretation:
From the above table, it is clear that the null hypothesis is accepted at
5%level of signi?cance. Hence there is relationship between personal
factors ((Age, Gender, Marital status, Educational quali?cation, Nature
of family, Number of dependent) and customer satisfaction.
CONCLUSION:
The present study reveals that the customers have a good preference
towards TATA Nano vehicle. They are mainly motivated by price of the
car. The popularity of the brand also, one of the factors urged the cus-
tomers for their purchase decision. Overall, it can be concluded that
customers are satis?ed with the price, appearance of the vehicle and
Comfortability in crowded area but they expect variety of models.
doc_174051692.pdf
A study on customer satisfaction towards tata nano car with special reference to coimbatore city
GRA - GLOBAL RESEARCH ANALYSIS X 12
Volume : 2 | Issue : 8 | Aug 2013 • ISSN No 2277 - 8160
Research Paper Commerce
A Study on Customer Satisfaction Towards Tata Nano Car
with Special Reference to Coimbatore City
Ms.M.Shanthini Devi
Assistant Professor, Dr.N.G.P Arts & Science College, Department of Commerce
CA, Dr.N.G.P Road, Kalapatti, Coimbatore
Ms.S.Arunpriya
Assistant Professor, Dr.N.G.P Arts & Science College, Department of Commerce
CA, Dr.NG.P Road, Kalapatti, Coimbatore
The key to success of automobile industry lies not only in having good designed vehicles but also in being able to provide
the customer with the level of service they desire. Satisfaction is crucial concern for both customers and organizations.
It depends on many factors and varies from person to person and product to product. If customer expectations meet
with the perceived value of goods and service then customer is satis?ed but if the perceived value of goods and service is less than the customer
expectations then customer is dissatis?ed and if the perceived value exceeded the expected value of the goods and service then the customer is
delighted. Measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to
the marketplace. This study lays emphasis on Customer Satisfaction towards Tata Nano Car .
ABSTRACT
KEYWORDS: Customer satisfaction, Nano car, automobile, maintenance cost
INTRODUCTION
Cars though considered as luxury once, now occupies a part of day-to-
day life and has become a necessity and forms a part of life. Tata motors
understanding this, positioned Nano in peoples mind as “THE PEO-
PLES’ CAR”, “ONE LAKH CAR” that drives one billion dreams and
“THE WORLDS CHEAPEST CAR ” without compromising on quality
,safety and eco-friendliness. Nano is targeted towards two wheeler seg-
ments, second hand car segments, auto rickshaw segments, low and
middle income segments. It would cater to a typical middle income
Indian family of four who wants to avoid rain, wind and dust.
Customer satisfaction is about relationships between the customer and
product or service and the provider of a product or service. High cus-
tomer satisfaction ratings are widely believed to be the best indicator
of company’s future pro?t. Satisfaction can be broadly characterized
as a post-purchase evaluation of product quality given pre-purchase
expectation. Customer satisfaction can be experienced in a variety
of situations and connected to both goods and services. It is a highly
personal assessment that is greatly a?ected by customer expectations.
Satisfaction also is based on the customer’s experience of both contacts
with the organization and personal outcomes.
OBJECTIVES OF THE STUDY
• To study the socio-economic condition of the customers.
• To identify the factors which infuence to purchase the car.
• To analyze the satisfaction level of customers towards the car.
NEED FOR THE STUDY
When Tata Motors launched the Nano car in 2008 it was one of the
most ambitious car projects for the car maker and most awaited car
that India had ever seen. The low cost car was also the cheapest car
that money could buy and hopes were foating very high with it. There
were some proud accolades that this cute car won. Initially the book-
ings were big and stayed big for some time until things began to look
rather steep. Some people are of the opinion that Nano may give a lot
of people a chance to own a car, but more than ?xed price, it’s the vari-
able cost of maintenance, fuel and spare parts, where the two wheeler
sector has an edge There were some unpleasant experiences faced by
owners of cars in di?erent parts of the country by driving the car. In
2012 all the faws experienced in the car have been ironed out and also
some icing to the cake are added by way of increasing the power , the
looks and with di?erent palette of colors . At this juncture, a need arises
to know whether the new version car introduced in 2012 has been upto
the expected level of customers as well as to know whether the mainte-
nance cost are reasonable.
SCOPE OF THE STUDY
The present study is conducted to ?nd whether the targeted segments
of customers are satis?ed with Nano car performance. This study also
tries to analyze the infuence of perception in the consumers mind and
how this information can be used successfully by marketers to gain
entry into the minds of the consumers. This study is restricted to Co-
imbatore city.
METHODOLOGY OF THE STUDY
The study is descriptive in nature and based on primary and secondary
data. Secondary data is collected from the di?erent journals, internet
and periodicals, car manufacturers’ websites. Primary data is gathered
using Questionnaire. Initially a pilot study has been made in order to
?nd out the feasibility and the relevance of the study.
Sample size: In this study, sample size of 125 respondents is chosen
who are using the Tata Nano car.
Sampling Technique: Simplest non-probability sampling technique
‘convenience sampling’ has been applied.
Tools Of Data Analysis : The data collected has been analyzed with
help of various tools and techniques to ful?l the research objectives.
These include percentage table, Ranking and Chi-square Analysis.
REVIEW OF LITERATURE
Mahapatra, kumar and Chauhan (2010) mentioned a study on
“customer satisfaction, dissatisfaction and post purchase evaluation:
an empirical study on small size passenger cars in India” with the main
objectives to examine the satisfaction and impact on future purchase
decision and explore the performance of di?erent attributes in auto-
mobile in giving satisfaction to customer with the sample size of 150
customers and they revealed from this study that customers are highly
satis?ed with the performance of attributes like pickup, wipers, etc. and
other attributes like pollution, engine, battery performance, and pick
up infuence the consumer future purchase decisions and consumer
give the more importance to these factors.
Ganesh and Soundarapandiyan (2011) conducted a study on
“i10 Hyundai Chennai: customer satisfaction level” with the sample size
of 150 customers. The objectives of the study was to identify the post
purchase behaviour and customer satisfaction level and ?nd the e?ec-
tiveness of after sales service of customer of Hyundai i10. They revealed
from the study that customers are satis?ed with the car after purchase
because its gives the feel of luxury to customers and a convenience of
smaller car in crowded area.
Rao and Kumar (2012) revealed study on “Customer satisfaction
towards Tata Motors - A study on Passenger cars in Warangal district
of Andhra Pradesh” with the objectives to study the customer satisfac-
tion with the usage of vehicles, after sale service, key area of strength,
pricing a?ects, service and quality. They taken the sample of 100 re-
spondents and used the percentage technique. They concluded from
the study that majority of customers are satis?ed with the safety, dealer
GRA - GLOBAL RESEARCH ANALYSIS X 13
Volume : 2 | Issue : 8 | Aug 2013 • ISSN No 2277 - 8160
REFERENCES
1.Kotler, Philip, Marketing Management, 9th ed., Prentice Hall, Upper Saddle River, NJ., 2004 | 2.Vijay Upagade and Arvind Shende, Research
Methodology, Sultan sons, New Delhi,2012,2nd Edition | 3.Ashok J., A Study on Developing Strategies to improve the sales of Maruti Zen Passen-
ger cars?, International Journal of Management Science, Vol.1, No.1, July 2005,pp.24. | 4.Dr.V.K.Kaushik and Neeraj Kaushik., “Buying behavior for
passenger cars: A study in Southwest Haryana”, Indian Journal of Marketing, Vol.38, No.5, June 2008, pp.17 | 5.Baumgartner, G and Jolibert, A (2008), “Consumer Attitudes Towards
Foreign Cars”, International Business Studies II (Spring), pp.71 - 80. | 6.Clement Sudhakar J., and Venkatapathy R., „A Study on Automobile Purchase – Peer In?uence in Decision
Making?, Indian Journal of Marketing, Vol.35, No.6, June 2009, p.16 | 7.Mahapatra, S., Kumar, J., & Chauhan, A. (2010). “Customer Satisfaction, Dissatisfaction and Post-Purchase
evaluation: An empirical study on small size passenger cars in India”. International Journal of Business and Society, Vol. 2 (2), PP.97-108. | 8.Ashok Kurkoti and Sandeep prabhu.,”
A Study of satisfaction with reference to Tato Nano car customers in Pune city”,Pravara management review.,July-Dec 2011 ,pp.28-32. | 9.Lohana, S. R., & Sharma, O .” A study on
Customer Satisfaction towards Hyundai cars in Nanded city , International Journal of Marketing and Management Research, 2012 vol.3 (4),pp. 118-138. | 10.Rao, V. R., & Kumar, R.
V. (2012).” Customer Satisfaction towards Tata Motors”. South Asian Journal of Marketing and Management Research, Vol.2(4), pp. 127-150. |http://www.autoindia.com | http://
www.autofourm.
service, customer relationship and availability of spares etc.
Analysis and Interpretation
Percentage Analysis
Table No.1 Percentage table for Demographic factors &
Study factors
Variables Categories % Variables Categories %
Age
Below 25
25 – 40
40 – 55
Above5
20
50.4
23.2
6.4
Family
Type
Joint
Nuclear
31.2
68.8
Gender Male
Female
69.6
30.4
Monthly
Income
Rs.10,000-
Rs.20,000
Rs.20,000-
Rs.30,000
Rs.30000-
Rs.50,000
Above
Rs.50,000
30.4
27.2
25.6
16.8
Marital
Status
Married
Single
63.2
36.8
Nano For
Safety
Yes 71 56.8
No
56.8
43.2
Educa-
tion
Primary level
Secondary
level
Graduate
Post graduate
Others
5.6
20.8
44.8
24
4.8
Rate Of
Perfor-
mance
Excellent 20
16
Good 61
48.8
Average 36
28.8
Poor
16
48.8
28.8
6.4
Occupa-
tion
Employee
Self employee
Professional
Agricultural
32.8
34.4
30.4
2.4
Draw-
backs In
Nano
Mileage
Style
Size
Noise in Engine
Others
16
29.6
31.2
20.8
2.4
Source: Primary Data
Interpretation:
From the table it is inferred that majority of customers lies in the cate-
gory of 25-40 years of age group with 50.4% , majority of the respond-
ents’ belong to male category with 69.6%, majority of the respondents’
are married with 63.2%, 44.8 % of respondents are graduates, 34.4%
of the customers are self employees, majority of the respondents are
in the Nuclear family type with 68.8%, 30.4% of customers monthly
income lies in the category of Rs.10,000-Rs.20,000 , majority of the re-
spondents with 48.8% says that the performance of the car is good,
majority of the respondents with 56.8% says that Nano is safety and
31.2% of the respondents says that there is drawback in size.
Ranking analysis
There are number of factors infuencing the customer while purchasing
the car and infuencing factor difers from one respondent to another
respondent. Simple ranking analysis has been used to ?nd the most
preferred factor among the other factors. The weighted score has been
calculated by assigning weights from 1 to 10 to the total number of re-
spondents to each factor. Using this score ranking is given from highest
score to lowest score.
Table No.2 Factors in?uenced to Purchase Car-Simple
Ranking Analysis
S.NO FACTORS
WEIGHTED
SCORE
RANK
1 Quality 836 II
2 Performance 752 V
3 Battery 740 VI
4 Mileage 753 IV
5 After sales & services 559 VIII
6 Speed 641 VII
7 Style 756 III
8 Price 842 I
9 Capacity 525 IX
10 Comfortability 467 X
Source
rimary DataInterpretation:
From the above table it is clear that most preferred factor to purchase
the car is Price, followed by Quality, Style, Mileage, Performance, Bat-
tery, Speed, After sales & Services, Capacity and Comfortability with
last rank.
CHI-SQUARE ANALYSIS
Ho: There is no relationship between personal factors (Age, Gender,
Marital status, Educational quali?cation, Nature of family, Number of
dependent) and Customer Satisfaction
Table No.3 Showing Relationship between Personal Factors
and Customer Satisfaction
Personal factor
C
a
l
c
u
l
a
t
e
d
V
a
l
u
e
T
a
b
l
e
V
a
l
u
e
D
e
g
r
e
e
o
f
F
r
e
e
d
o
m
L
e
v
e
l
o
f
S
i
g
n
i
?
c
a
n
c
e
R
e
s
u
l
t
Age
11.17422 12.592 6 5% Accepted
Gender
1.960311 5.991 2 5% Accepted
Marital status
3.936065 5.991 2 5% Accepted
Educational
quali?cation
4.659587 15.507 8 5% Accepted
Nature of family 5.477368 5.991 2 5% Accepted
Number of
dependent
7.337567 12.592 6 5% Accepted
Source: Primary Data
Interpretation:
From the above table, it is clear that the null hypothesis is accepted at
5%level of signi?cance. Hence there is relationship between personal
factors ((Age, Gender, Marital status, Educational quali?cation, Nature
of family, Number of dependent) and customer satisfaction.
CONCLUSION:
The present study reveals that the customers have a good preference
towards TATA Nano vehicle. They are mainly motivated by price of the
car. The popularity of the brand also, one of the factors urged the cus-
tomers for their purchase decision. Overall, it can be concluded that
customers are satis?ed with the price, appearance of the vehicle and
Comfortability in crowded area but they expect variety of models.
doc_174051692.pdf