INTRODUCTION & DESIGN OF THE STUDY

INTRODUCTION

Yamaha Motor Company Limited is a Japanese manufacturer of

motorcycles, marine products such as boats and outboard motors, and other
motorized products. The company was established in 1955 upon separation
from Yamaha Corporation and is headquartered in Iwata, Shizuoka, Japan. The
company conducts development, production and marketing operations through
109 consolidated subsidiaries as of 2012. Led by Genichi Kawakami, the
company’s founder and first president, Yamaha Motor began production of its first
product, the YA-1, in 1955. The 125cc motorcycle won the 3rd Mount Fuji Ascent
Race in its class. Yamaha’s motorcycle sales are the second largest in the world
outboard motor and Yamaha is the world leader in water vehicle sales.

INDUSTRY PROFILE:

The world's automakers face a rate of alteration unlike that the any other
time in the industry's past. Digitalization, connectivity, increasing power train
technologies, tougher regulations, and shifts in the buyer attitudes have shaped a
unprecedented challenges as well as opportunities. In pursuit of the sales
development, international automakers have invested deeply in the emerging
markets, but slower demand, especially in the China, has highlighted the risks of
the investments. Exactly assessing economic conditions in specific markets has
become more significant than ever for automakers. Annual global sales of the light
vehicles, which include the passenger cars and lights trucks, total about 80million,
According to the data compiled by Scotia bank. Industry watchers expect global
light vehicle sales to increase slightly more than the 3% in 2018. Demand in China
will lead to global growth but is slowing amid a cooling economy. Strong
economic growth and rising average vehicle age in the North America and in
Europe are expected to help drive moderate sales growth. Leading countries for
car manufacturing include China, Germany, Japan, South Korea, and the US. Unit
sales are highest in China, North America, and Western Europe.

1
History of the bikes:

History of the bikes era begins in 19th centuries. Bikes are the most sink
from the "safety cycles" the bicycle with the rear and front wheels of the same
size and the pedal head of the mechanism to ride the rear wheel. Despite some
previous benchmarks in its Evolution, the motorcycle is the very less rigid birth
that can be found back to a single machine or idea.. Instead of the idea seems to
have occurred to high engineers and inventors in Europe at around the same
period.

Company profile:-

Yamaha motor Pvt Ltd as made up in India in the year 1985 as the joint
venture in the year 2001, in august Yamaha motor company limited has became a
100(%) percent subsidiary in 2008 Mitsui and company has made an contract with
Yamaha company to turn out to be a joint investor in India. Yamaha motor
company is extremely customer-driven and has a universal network of over 2300
customer touch point and it was with the 500 dealers.

Type - public company.

Industry - Automobiles industry.

Producer - YAMAHA MOTOR PVT LTD.

Headquarters(HQ) -

Iwata and Japan Key

persons - Hiroyuki

Yanagi

2
1.4 MISSION, VISION, AND GOALS

VISION MISION AND VALUES OF THE COMPANY

VISION: To be a leader in the market.

MISION: To attain better level of service to buyers.

VALUES: To buyer forced behavior carrying for the buyer integrity.

AREAS OF OPERATION

Company has been functioned in the different nations they are:

1. PAKISTAN.

2. INDONESIA.

3. THAILAND.

4. MALASIA.

5. PHILIPPINE.

6. TAIWAN.

7. COMBBODIA.

8. CHINA.

9. AUSTRALIA.

10. NEWZELAND.

11. SINGAPORE.

3
1.6. INFRASTRUCTURE FACILITIES

Yamaha showroom has a modern showroom to the sell Yamaha bikes and
equipped workshop to provide service. Yamaha showroom is authorized
dealership with the Yamaha motor private limited.

• Good large discussion room.

• Test drives are provided.
• Display board are provided

1.7. COMPANY COMPITATORS

• HERO.

• Honda.

• Bajaj.

• TVS .

• Royal Enfield.

1.8.SWOT ANALYSIS

STRENGTH, WEAKNESS,OPPORTUNITIES AND THREATS.

Strengths:

✓ Yamaha and their quality and customized product.

✓ Yamaha firm has 40k workers.

✓ High level of marketing.

✓ Promoting circulation of the Yamaha bikes through international.

✓ It was one of the significant brand moto GP and world superbike.

4
 ✓ Yamaha is producing 50 to 1900 cc bikes.

✓ It has reached the organization by a great degree.

✓ Innovative offer and scheme are provided.

Weakness:

✓ Yamaha R1 V3 are entirely costly

✓ Street safety is less.

✓ Extra parts of the Yamaha motorcycles are costly.

Opportunities:

✓ Promoting eco-friendly bikes designed to less pollution

✓ A segment of two wheeler is a fast rising industry.

✓ Motorcycle export is limited that is the international market is untapped.

Threats:

✓ Hard race in India as well as international products.

✓ Government policies & rules.

✓ Public transport by govt. is straight affective.

1.9.FUTURE GROWTH AND PROSPECTS

The Yamaha showroom are dedicated toko management to provide employees

with a friendly,creative and challenging work environment. They have moved
from grades and incentives to other steps. They aims to provide a higher level of
customer satisfaction and good service to customers.

5
1.10. BS – VI Engine:

Firstly, BS stands for Bharat Stage emission standards which were introduced
by the Central government in 2000, with an aim to curb the pollutants emitted from
vehicles employing combustion engine. With the growing demand and adaption of
petrol-powered vehicles, the degree of pollution went on rising. This translated into
stricter regulations being set by the government over the consecutive years. The
introduction of BS-I in 2000 was followed by the roll-out of BS2 in 2005 and BS3 in
2010. Seven years later, BS4 norms were introduced in 2017 which is currently
active. Now, to match with the international standards, the government decided to
skip BS5 and jump to BS6. Hence, after 31 March 2020, all the new vehicles that
will be registered will have to be compliant with the BS6 emission standards.

1.11. Different parameters in BSIV and BSVI:-

When we say a motorcycle is BS6 compliant, there are certain parameters

which make it eligible to be called so. The major deciding factor is the amount of
emission of three gases – Carbon Monoxide (Co), Hydrocarbon (HC) and Nitrogen
Oxide (NOx). Now, there is a difference in the permitted quantity of emission of
these gases in BS4 and BS6 norms. For an engine to be compliant with BS4
regulations, the permitted CO, NOx and HC+NOx levels are 1.970gm/km,
0.20gm/km and 0.40gm/km, respectively.

Under the BS6 regulations, HC and NOx are calculated separately. Here,
while CO should be up to 1.0gm/km, the HC and NOx need to be under 0.10gm/km
and 0.06gm/km. As can be observed, the granted level of emission of these toxic
gases are considerably lesser under BS6 regulations as compared to BS4 norms.

6
Implications on customers:

Now, for achieving the eligibility criteria set under BS6 emission
regulations, motorcycle manufacturers need to employ certain equipment such as
electronic fuel-injection (in place of carburetors) and larger catalytic converters.
Owing to the higher development and manufacturing costs of these components,
the prices of two-wheeler will surely increase. The consumer will also notice a
slight drop performance of the two-wheelers owing to the more restricted setup
for consumption of fuel.For tacking with the same and retaining the power
output,select bike makers are opting to increase the displacement of the engine.

1.12. STATEMENT OF THE PROBLEM.

A Study on “CUSTOMER SATISFACTION TOWARDS YAMAHA BIKE”.

The research is also directed towards finding various factors causing satisfaction and
dissatisfaction towards the various services rendered by YAMAHA BIKES. How can
company could improve its marketing strategies to improve the customer satisfaction
level.

1.13. NEED FOR THE STUDY.

The main need to study about company is to know the company is

satisfying the customer needs and whether customer are satisfying with the service
or not. This research study will improve the customer service of the company.

• It helps to determine the post-purchase feedback of buyer to improve

the delivery and service of the product.
• It is a process of studying buyer satisfaction.

It helps to figure long-term connection with customer

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1.14 OBJECTIVES OF THE STUDY

• To understand the satisfaction level of buyer towards Yamaha bike.

• To know the level of the buyer satisfaction.

• To know about diverse brands of the similar bikes sold in the area.

• To study the marketing strategy.

• To know about Yamaha motorcycles with regards in the specified customer view.

1.14. SCOPE OF THE STUDY:

This study is directing towards providing Yamaha Motors with an insight into
the success of as well as the buyers response and consciousness towards the
brand, products, and services of the Yamaha. The information will be analyzed
and presented in a simple and in a exact way on the basis of which pertinent
recommendations have been made to the firm to improve the services, policies,
and strategies of the company.
• From the study, we can recognize the market of the other competitors and
consequently formulate a strategy to enhance the market.
• The study is exclusively conducted to collect the information about our
customer satisfaction towards Yamaha.
• The study is concerned only with Yamaha buyers.

1.15. PERIOD OF THE STUDY

The Period of study to know the customer’s Satisfaction on Yamaha Motors is

December 2020 – March 2021

1.16. RESEARCH METHODOLOGY :

Descriptive research:

This study is answering numerous question start with what, who, where,
how and when this research is very hard as well as it estimate eminent degree of
high qualified skills understand and answer the problem. In this study,I have

8
 used descriptive research design to the conduct a survey on customer
satisfaction towards the Yamaha bikes.

1.17. Sampling plan:-

➢ Sample size

It is considered as a part of the population from Tuticorin and the

sampling size is only 100 . It is a study of the attitude and the characteristics of
people of a sample, rather than all the size of the population. Thus the sample
preparation is the most important factor of the project. Hence, samples are
selected randomly.
➢ Sampling techniques:

The sampling techniques are the convenience sampling technique those are
obtained by selecting population unit for the study. This study refers to the
people being examine those are selected neither by probability nor by finding.
1.18. Tools used for sampling:

Graphical percentage analysis.

1.19. Data collection method:

The data will be collected by 2 methods ,primary and secondary data.

Primary data:

The primary data are collected from Yamaha bikes users who has
purchased their vehicles from Tuticorin and it is also collected by the help of the
questionnaires. The respondents are only just 100 members, interview by the
personal method to help the more effective study on the customer satisfaction
towards Yamaha bikes.
Secondary data:

The secondary information will be collected by the help of yamaha

websites journals, book in the libraries and by checking the form of a various
employee in the organization

.
9
1.20. LIMITATION OF THE STUDY

 Less number of respondents is taken for the study.

 The fast moving lifestyle of buyers may adversely affect this research.

 It is just determined only in the Tuticorin.

 Results cannot be genrealised as the study was conducted in a limited

geographical area.

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 THEORETICAL BACKGROUND OF THE STUDY

It is the study to attract the customers towards the Yamaha bike in

expectations of the customers and also understanding the demand and
thinking,etc. main aim is how to satisfy and to make feel better at showroom and
also helps to use all the data for future perspective to improve satisfaction level.
Customer satisfaction is the key to business to earn the profit and to obtain the
market leadership. The term indicates it is group of client that are inquisitive
about the resource According to the Philip Kotler, “A market contains of all the
possible customer of distribution a particular need or a want who is willing and
able to engage in exchange, to satisfy the need or want”. According to courno,
“The Economists is recognized by the term market, not by any specific market
place in which things are bought and vended, but the full of any region in which
purchaser and vendor are in such a free intercourse with one other that the prices
of the same goods tend to be at equity and quickly”.

According to Pyle, “The Market contains both the place and area in which
venders are in the free competition with one another” So, the extent of the
market depends upon worth of person WHO has the unjoyful wants, is doubtless
skilled of playacting the exchange.

11
 TYPES OF VEHICLES IN YAMAHA

MOTOR,TUTICORIN WITH / WITHOUT GEAR

Yamaha fascino:

Specifications:

• Rs.71,000 on-road price in tuticorin.

• BS VI engine.

• 66KM per ltr.

• Category: moped.

• 113 CC MOTORCYCLE.

• Top speed is 80 KMPH.

• Petrol engine.

• Transmission: automatic.

• Engine kind: Air-cooled, four-stroke, two-valve.

• Best range.

12
Yamaha Fzs V3 Specifications:

• 1.17 Lacs

• 43-KM per ltr.

• 149 CC bike.

• Power: 20.9 per sec.

• 8000 revolution per minute.

• Engine kind: Air-cooled, four-stroke, two-valve, Single cylinder

• Brake: front and rear disk.

• Best range.

• Analog/Digital meter.

13
Yamaha YZF R3: Specifications:

 3.51 lacs

 27-KM per ltr.

 Kind: motorcycle

 381 CC bike.

 Top speed is 188 KMPH

 Power :42 per sec.

 •9000 revolution per minute.

 Engine kind: liquid-cooled, four-stroke, four-valve.

 Brakes :front and rear disc.

 Digital meter

14
 Yamaha RAY Z:

Specifications:

• 66-KM per ltr.

• Kind: moped

• 113 CC bikes.

• Top speed :86KMPH

• Power: 7.1per sec.

• 7500 revolution per minute.

• Engine kind: air-cooled, four-stroke, liquid-valve cylinder.

• Brakes: front and rear drum

• Best mileage.

• Analog/Digital meter

15
Yamaha R15 v3: Specifications:

1.5 lacs

• 40-KM per ltr.

• Kind: motorcycle.

• 149 CC.

• High speed is 112KMPH.

• Power :19.3 per sec.

• 8000 revolution per minute.

• Engine kind: Air-cooled, four-stroke, four-valve,Liquid cooled,Fuel

injection,ABS

• Brakes :front disc and rear disc.

• Digital meter

16
 Yamaha Fazer 150:

Specifications:

 1.70 Lacs

 42-KM per ltr.

 kind:motorcycle.

 149 CC bike.

 High speed is 121KMPH

 Power 14.8 per sec.

 8500 revolution per minute.

 Engine kind:Air-cooled, four-stroke, two-valve,fuel injection

 Brake:front disc and rear disc ABS.

 Best mileage.

 Digital meter.

17
Yamaha MT15: Specification

 1.5lacs

 Kind:Motorcycle

 155cc

 Top speed:130km

 19.3 hp

 8500rpm

 Engine kind: Air-cooled, four-stroke single cylinder, two-valve,fuel

injection,liquid cooled.

 Brakes: front disc and rear disc (ABS)

18
Yamaha SZ-RR: Specifications:

• 50 KM per ltr.

• Kind: motorcycle.

• 149 CC bikes.

• High speed is105KMPH.

• Power 12.1 per sec.

• 7500 revolution per minute.

• Engine kind: Air-cooled, four-stroke, two-valve.

• Brakes: front disc and rear drum.

• Best range.

• Analog meter.

19
Yamaha Alpha: Specifications:

• Rs.67,000

• 66KM per ltr.

• Kind :moped.

• 113 CC bikes.

• High speed is 85KMPH

• Power 7.1per sec.

• 7500 revolution per minute.

• Engine kind: air-cooled, four-stroke, two-valve cylinder.

• Brakes:front and rear drum.

• Best range.

• Digital/Analog meter

20
 Yamaha Saluto

Specification

Rs.70,000

Mileage 70km

Kind;Motorcycle

125 cc

Top speed:90km

8.3hp

7000 rpm

Engine kind: Air-cooled, four-stroke, two-valve.

Brakes: front disc and rear drum.

Best range

Analog meter

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 ANALYSIS & INTERPRETATION

3.1 Age group of the respondents.

PARTICULARS NO.OF RESPONDENTS PERCENT

AGE
18-20 25 25
20-35 20 20
35-50 44 44
ABOVE 50 11 11
100 100

Analysis:-
The above table shows that the age groups between the 18 to 20 years
respondents are 25%, 44% of the respondent are in the age group of 20-35 years,
the age group between the 35-50 year respondents are 20% and the 11% of
respondent are the age group of 50 years and above.

5
0
4
5
4
0
3 Percentage
5
3
0
2
5
2
0 18-20 20-35 35-50 ABOVE
50
1
5
1
Interpretation:
0
5 In the above table out of the 100 respondents, the majority of the
0
respondents are in the age group of 20-35 years.

22
 Table no 3.2 Monthly income.

MONTHLY INCOME NO.OF RESPONDENTS PERCEN

TAGE
7500-10000 7 7
10000-20000 43 43
20000-30000 35 35
ABOVE 30000 15 15
TOTAL 100 100

Analysis:
The above table shows that the monthly income of respondents, The income group of the
Rs 7500-10000 respondents are 7%, income group between Rs10000-20000 respondents are
43%, 35% of the respondents are in the income group between the Rs20000-30000 and 15%
in the income group Rs 30000 and above.
Chart no 3.2 Monthly income.

7500-
10000
10000-
20000
20000-
30000
ABOVE
30000

Interpretation:
It has found that the majority of respondents are in group between the Rs 10000
- 20000 aiming this segment with the promotional events will help to increase the
sales.
25

23
 Table no. 3.3 Occupation.

OCCUPATIONS NO.OF RESPONDENTS PERCENTAGE

STUDENTS 46 46
BUSINESS 20 20
PROFESSION 17 17
EMPLOYEES 13 13
OTHERS 4 4
TOTAL 100 100

Analysis:

This above table examined that out of 100 respondents the 46% are the
students, 20% respondents are the who running a business, 17% respondents are
the professions, 13% are the employees, and the other occupations are the 4%.
Chart no. 4.3 Occupation.

STUDENTS
BUSINESS
PROFESSION
EMPLOYEES
OTHERS

Interpretation:
The majority respondents are the students, in this diagram students are the
most intrested to ride a bike. Here the target customer for showroom is student.

24
 Table no. 3.4 The color of Yamaha bike.

COLOR NO.OF RESPONDENTS PERCEN

TAGE
RED 18 18
BLACK 30 30
SILVER 25 25
BLUE 12 12
ASH 15 15
TOTAL 100 100

Analysis:

In the above table shows out of the 100 respondents the 30% of customers
are selecting the black color bike,25% of respondents are moving to the silver
color,15% of respondent chooses the ash color and 12% of respondents are choose
the blue color bikes and 18% respondents go for red.

RED
BLAC
K
SILV
ER
BLUE
ASH

Interpretation
Most of the clients are interested in purchasing the black and silver colour Bike

25
 Table no. 3.5 Customer knowing about Yamaha bikes

PARTICULARS NO.OF RESPONDENTS PERCE

NTAGE
FRIENDS 45 45
ADVERTISEMENT 25 25
MEDIA 25 25
OTHERS 5 5
TOTAL 100 100

Analysis:

The above table shows out of 100 respondents 45% of purchaser knowing
about the Yamaha By friends, 25% are by the advertisement, 25% of customers
are knowing by the media and 5% from others.
Chart no. 3.5 Customer knowing about Yamaha bikes.

5
0
4
5
4
0
3
5
3 No.Of.rsepondents
0
2
5
2
0
1
5
1
0
5
0
Interpretation:
Most of the customer will get information about bikes through friend
shows customer of Yamaha bike get influenced by friends followed by
advertising then media.

26
 Table no. 3.6 Customer opinion about Yamaha .

OPINION RESPONDENTS PERCENTAGE

EXCELLENT 40 40

GOOD 35 35

SATISFACTORY 15 15

POOR 10 10

TOTAL 100 100

Analysis:

It is observed from the above table that 40% of the respondent are giving
excellent opinion about the Yamaha bike, 35% are giving good opinion,15% are
the satisfactory , and the 10% are giving the poor opinion about the Yamaha bikes.

Chart

EXCELLENT
GOOD
SATISFACTORY
POOR

Interpretation:
Most of purchaser are giving the excellent opinion with their experience in
Yamaha bikes.

27
 Table no. 3.7 The first owner of the bike.

PARTICULARS NO.OF RESPONDENTS PERCENTAG

E
YES 80 80
NO 20 20
TOTAL 100 100

Analysis:
In the above table shows that 80% of customers are the first user of yamaha
bike and the rest of them are not.
Chart no. 3.7 The first owner of the bike.

9
0
8
0

7
0

6
NO OF RESPONDENTS
0

53
00
20
4
0
10

0 YES NO

Interpretation:

Most of the respondents are the first user compared to the second hand owners.

28
 Table no. 3.8 Factors considering after the first service.

OPINION NO.OF RESPONDENTS PERCENTAGE

VERY UNSATISFIED 7 7
UNSATISFIED 8 8
NEUTRAL 25 25
SATISFIED 27 27
VERY SATISFIED 33 33
100 100

Analysis:
From the above table that after the first service the 33% of respondents
are the very satisfied with service, 27% are the satisfied with the showroom
service for the bikes.

Chart no. 3.8 Factors considering after the first service.

3
5
3
0
2
5
2
0 NO.OF RESPODENTS
1
5
1
0
5
0

Interpretation:

Most of the respondents are satisfied with the service provided by the showroom .

29
 Table no. 3.9 Customer opinion after many service.

OPINION NO.OF RESPONDENTS PERCENTAGE

EXCELLENT 55 55
GOOD 30 30
FAIR 10 10
POOR 5 5
TOTAL 100 100

Analysis:
from the above table out of 100 respondents that 55% are giving the
excellent opinion about the yamaha bike after the bike service, 30% are giving
the good opinion,10% are the satisfactory opinion, and the 5% are giving the
poor about the Yamaha bikes after there bike service.

Chart no. 3.9 Customer opinion after many service.

6
0
5
0
4
0
NO.OF RESPONDENTS
3
0
20
0
1
0

Interpretation:
Most of the customers are giving excellent for bike after many services.this
shows that company is providing consistence in quality services.

32 30
 Table no.3.10 Buying influence of customer
PARTICULARS NO.OF PERCENTAGE
RESPONDENTS
BRAND IMAGE 15 15
DURABILITY 13 13
FUEL EFFICIENCY 10 10
LOW MAINTENANCE 27 27
PICK UP 35 35
TOTAL 100 100

Analysis:
By the above table we can understand that the 35% of customer buy the
Yamaha for the purpose of pickup ,27% for the low maintenance charge, 15% for the
brand image of the Yamaha, 13% for the fuel efficiency better mileage of bike, and
13% for the purpose of durability.

Chart no.3.10 Buying influence of customer

BRAND IMAGE
DURABILITY
FUEL EFFICIENCY
LOW MAINTENANCE
PICKUP

Interpretation:
Most of the respondents are purchasing Yamaha bikes for good pickup and low
maintainence.

31
 Table no.3.11 Price opinion of respondents on Yamaha bikes

OPINION NO.OF PERCENTAGE

RESPONDENTS
HIGHLY UNSATISFIED 8 8
UNSATISFIED 13 13
NEUTRAL 20 20
SATISFIED 40 40
HIGHLY SATISFIED 19 19
TOTAL 100 100

Analysis:
From the above table we can understand that 8% of respondents are satisfied
with price,13% are unsatisfied,20% are neutral,40%are satisfied,19% are highly
satisfied.
Chart no.3.11 Price opinion of respondents on Yamaha bikes.

2
5

20

15

10

5 NO OF RESPONDENTS
0

Interpretation:
Most the respondents are satisfied with the price of the Yamaha bikes and
some are neutral,some highly satisfied.

32
 Table no.3.12 Customer satisfaction about the technology of Yamaha

PARTICULARS NO.OF PERCENTAGE

RESPONDENTS
YES 75 75
NO 25 25
TOTAL 100 100

Analysis:
In the above table we can understand that 75% of the respondents are satisfied
with the technology of Yamaha,25% are not satisfied.

Chart no.3.12 Customer satisfaction about the technology of Yamaha.

80

70

60

50

40
No.Of.Respondents
3
0

20

10

0
yes No
O

Interpretation:
Most of respondents are satisfied with the technology used in the Yamaha
showroom.

33
 Table no. 3.13 Performance of the Yamaha bikes

OPINION NO.OF RESPONDENTS PERCENTAGE

HIGHLY SATISFIED 53 53
SATISFIED 33 33
UNSATISFIED 8 8
HIGHLY UNSATISFIED 6 6
TOTAL 100 100

Analysis:
By the above table we can understand that 54% of respondents are highly
satisfied with performance,33% are satisfied,85 are not satisfied and 6% highly not
satisfied.
Chart no. 3.13 Performance of the Yamaha bikes

60

50

40

30
NO.OF RESPONDENTS
20

10

HIGHLY SATISAFIED UNSATISFIED HIGHLY

SATSISFIED UNSATISFIED

Interpretation:
most of the respondents are highly satisfied with the performance of the Yamaha
bikes.

34
 Table no.3.14 Is Yamaha bikes suitable for off road journey?

OPINION NO.OF RESPONDENTS PARTICULARS

YES 70 70
NO 30 30
TOTAL 100 100

Analysis:
From the above table we can understand that 70% are saying yes they are satisfied
with the offroad travel in Yamaha bike and 30% are not satisfied.

Chart no.3.14 is Yamaha bikes suitable for off road journey.

8
0

7
0

6
0

5 NO.OF RESPONDENTS
0
3
0
4
0
20

10

0 YES NO

Interpretation:
Most the respondents are satisfied with the off road performance of the
Yamaha bikes.

35
 Table no. 3.15 Any failure in Yamaha bikes

PARTICULARS NO.OF RESPONDENTS PERCENTAGE

YES 20 20
NO 80 80
TOTAL 100 100

Analysis:
By the above table we can understand that 80% of respondents are not facing
any problem in bike and 20% are facing with some problem in bike.

Chart no. 3.15 Any problem in Yamaha bikes .

9
0

8
0

7
0

6
NO.OF RESPONDENTS
0

53
00
20
4
0
10

0 YES NO

Interpretation:
Most of the respondents are not facing any problem in the Yamaha bike.they are
satisfied with the bikes.

36
 Table no.3.16 expectation from the service center

PARTICULARS NO.OF PERCENTAGE

RESPONDENTS
REASONABLE 15 15
CHARGES
TRUST & CARE 30 30
PROFESSIONAL 20 20
QUALITY SERVICE
IMMEDIATE SERVICE 28 28
OTHERS 7 7
TOTAL 100 100

Analysis:
In this we can see that 15% respondents are expecting reasonable charges,30%
are expecting trust and care,20% are expecting professional quality,28% are
expecting immediate delivery.

Chart no.3.16 expectation from the service center.

35
30
25
20
15
10
5 NO.OF RESPONDENTS
0

Interpretation:
Most of the people are expecting trust and care and immediate delivery from service center
in showroom.

37
 Table no.3.17 About the service provider listens to the complaints.

Analysis:
In the above table we can understand that 90%of servicers will listen to the
customers complaints and 10% will not listen.

PARTICULARS NO.OF RESPONDENTS PARTICULARS

YES 90 90
NO 10 10
TOTAL 100 100

Chart no.3.17 About the service provider listens to the complaints.

10
0
90
80
70
60
50 No.of.Respondents
40
30
20
10
0
YES No
N
O

Interpretation:
the servicer will patiently listen to the customers complaints at the time of the
complaint.

38
 Table no.3.18 greeting of customers by employees and staff

PARTICULARS NO.OF RESPONDENTS PERCENTAGE

HIGHLY SATISFIED 53 53
SATISFIED 33 33
UNSATISFIED 8 8
HIGHLY UNSATISFIED 6 6
TOTAL 100 100

Analysis:
By the above table we can understand that 53% respondents are highly
satisfied in greeting of them,33%are satisfied,8%are unsatisfied and 6% are highly
unsatisfied.

Chart no.3.18 greeting of customers by employees and staff

6
0

5
0

4
0
NO.OF RESPONDENTS
32
00

10

0 HIGHLY SATISFIED UNSATISFIED HIGHLY

SATISFIED UNSATISFIED

Interpretation:
Most of the customers are highly satisfied with greeting of the customers
by employees and staff.

39
 FINDINGS AND SUGGESTIONS

4.1. FINDINGS

The data is collected and tabulated in a graphical chart from the analysis and interference

• 44% of the 20-30age group respondents are buying the Yamaha bike because
that is the very good bike for youngsters.
• The people who are earning 10000-20000 are interested in buying Yamaha bikes.

• According to the survey, the students are purchasing Yamaha bike more than others.

• The 30% of the customers are satisfied with the black color bike, according to
their need and wants.
• The customers are satisfied with the overall quality and service of the bike.

• Our customers are willing to recommend our service and about the product for their
friends it will boost the morale of the organization.
• Majority of the respondents feels that Yamaha bike is excellent.

• The majority of the respondents prefers first hand bike.

• Advertisement plays a major role to spread the awareness of the new bike of the
company.

• After the first service the majority responds will feel good after the first service.

• The customers got the trial ride .

• After many services the customers are fully satisfied with the performance of bike.

• The respondents are going to yamaha bikes because of its pickup

• The majority of the customers are satisfied with price charged by showroom

• 75% of the respondents are satisfied with the offered journey.

• 80% of the respondents feels there is no problem in Yamaha bike.

• Yamaha services is reaching the expectations of the customers.

40
4.2 SUGGESTIONS:

This report affords a brief image of SRIVARI YAMAHA the authorized

dealer of the Yamaha bikes through the report; attempts have been complete to
assess the purpose for customers satisfaction and of, Bangalore wheels the
authorized dealer of the Yamaha . Some suggestions are as follows;

1. To register skilled labors, who can be an asset to meet customer’s expectation.

2. To issue free service coupons to the new customers

3. Retaining their customer by providing good service.

4. To ensure on time delivery of bike as promised.

5. The marketing expenses should be minimized.

6. The company must implement the competitive strategy.

7. Better to install the media for showing the Yamaha product information.

8. Introducing the new sales promotion techniques.

41
 5.CONCLUSION

In our study, I tried to find out the satisfaction of the goods and services

rendered to the customer by SRIVARI Yamaha bike authorized dealer. This

study has given a pure image of what customers feel about the goods and

services provided .We can obviously say that the product satisfies customers as

well as facilities provided by the organization. All the customers have a better

relationship with the showroom and they are regularly satisfied with the other

features of the company as well. From the following study, we can accomplish

that Yamaha bike dealer in Tuticorin has been serving its customer as well as

created a better image and trust between its customers with the majority of them

being fully satisfied with the showroom goods and services. Further, it has been

detected that the showroom some to improve is a current level of performance.

The showroom can use more customer friendly method and train its sale

customers towards serving the people in the best possible manner. Customer

Retention must be stressed and strategies must be employed to ensure retention.

the better relation must be developed with the customers in command to avoid

brand switching and safeguard repeated sales. We cannot assure that above

statements are true and fair because statements are prepared only by random

selections and not exact selections from customers.

42
 QUESTIONNAIRES

1. NAME :

2. NAME OF THE BIKE/SCOOTER YOU OWN(SPECIFY)

3. AGE

A) 18-20 YEARS B)20-35 YEARS C)35-50 YEARS D)ABOVE 50 YEARS

4. OCCUPATIONS

B) STUDENT B)BUSINESS C)PROFESSION D)EMPLOYEES

E)OTHERS

5. COLOR PREFERENCE FOR YOUR BIKE

6. HOW DO YOU KNOW ABOUT YAMAHA BIKES?

A) FRIENDS B)ADVERTISEMENT C)MEDIA D)OTHERS

7. ARE YOU THE FIRST OWNER?

A)YES B)NO

8. WHAT MADE YOU TO BUY A YAMAHA BIKE?

A)BRAND IMAGE B)DURABILITY C)FUEL EFFICIENCY

D)LOW MAINTENANCE E) PICK UP

9. ARE YOU SATISFIED WITH THE TECHNOLOGY OF YAMAHA?

A) YES B)NO

10. IS YOUR YAMAHA BIKE IS GOOD ON THE OFF ROADS?

A) YES B)NO

11. ARE YOU SATISFIED WITH THE PERFORMANCE OF YAMAHA?

B) VERY SATISFIED B)SATISFIED

C) PARTLY SATISFIED D)DISSATISFIED

12 . IS YAMAHA BIKES IS GOOD ON THE OFF ROADS?

A)YES B)NO

13. DO YOU FIND ANY PROBLEM IN YAMAHA BIKE?

D) YES B)NO

43
14. YOUR EXPECTATION FROM YAMAHA SERVICE CENTERS?

A) REASONABLE CHARGES B)TRUST & CARE C)IMMEDIATE

DELIVERY

E) PROFESSIONAL QUALITY SERVICE E)OTHERS____________

15. HOW CONVENIENT IS THE TIMING OF THE SERVICE STATION?

A) VERY CONVENIENT B) CONVENIENT
C)INCONVENIENT D)VERY INCONVENIENT
16. RATE LEVEL OF CUSTOMER SATISFACTION TOWARDS GREETING BY
EMPLOYEES AND STAFF.

B) HIGHLY SATISFIED B)SATISFIED

C) C)UN-SATISFIED D) HIGHLY UNSATISFIED

17. WAS THE SERVICE ADVISOR READY TO LISTEN TO YOUR COMPLIENTS?

D) YES B)NO

18. RATE THE FOLLOWING FACTORS YOU CONSIDERED AFTER FIRST SERVICE?

PARTICULARS VERY UNSATISFIE NEUTRA SATISFIED VERY

UNSATISFIE D L SATISFIE
D D
CHARGES
REPUTATION
PROFESSIONAL
SERVICE
AVAILABILITY
OF SPARE
PARTS
TRUST AND
CUSTOMER
CARE
QUALITY OF
SERVICE

19. CHALLENGES FACED IN YAMAHA BIKE?

CHALLENGES HIGHLY UNSATISFIED NEUTRAL SATISFIED HIGHLY

UNSATISFIE SATISFIED
D
MAINTENANCE
COST
RESALE
VALUE
INSURANCE
COMFORT
PERFORMANCE

44
20. OPINION ABOUT YAMAHA BIKE.

PARTICULARS EXCELLENT GOOD SATISFACTORY POOR

PICK UP
RIDING
COMFORT
ROAD GRIP
TECHNOLOGY
MAINTENANCE
COST
OVERALL
PERFORMANCE

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