” ruv8esh Ho

Date: 26.03.2018

TO WHOMSOEVER IT MAY CONCERN

Proiect certificate

This is to certify that Mr. Bharath N, USN:1AY16MBA12, student of Acharya

Institute of Technology, Bangalore. Pursuing MBA, has successfully completed
” his project work on the topic "A Study On Customer Satisfaction Towards
Honda Dia Scooters." from 15th January 2018 to 24th march 2018 under our
guidance.

We wish Mr. Bharath N, ALL THE BEST in his future endeavours.

or H HONDA

#105/3, OPP. STANDARD TILES FACTORY NEAR POLICE STATION BELLARY ROAD.
YELAHANKA BANGALORE - 560 064. Tel : +91 8494885620 Fax : 28522220
 ACHARYA INSTITUTE
OF YECHNOLOGY
(AffiliatedtoVisvesvaraya TechnologicalUniversity, Belagavi, ApprovedbyAICTE,NewDeIhi and Accredited by NBA and NAAC)

Date: 18/05/2018

CERTIFICATE

This is to certify that Mr. Bharath N bearing USN 1AY16MBA12 is a

bonafide student of Master of Business Administration course of the Institute
2016-18 batch, affiliated to Visvesvaraya Technological University, Belagavi.
Project report on “A Study on Customer Satisfaction Towards Honda Dio
Scooters” at Dhruvdesh Honda, Yelahanka is prepared by him under the
guidance of Prof. Archana Vijay in partial fulfillment of the requirements
for the award of the degree of Master of Business Administration,
Visvesvaraya Technological University, Belagavi, Karnataka.

Signature of Internal Guide Si f HOD

Signature of Principal

ACHARYA lNSlTlfE OF 6t xn6 DGY

3 ol devanahalli

Acharya Dr. Sarvepalli Radhakrishnan Road, Soladevanahalli, Acharya P.O., Bangalore 560 107, Karnataka, India • www.acharya.ac.in/ait/
• Ph: +91-80-225 555 55 Extn. : 2102 • Fax: +91-80-237 002 42 • E-mail: principalait@acharya.ac.in
 DECLARATION

I, BHARATH N bearing USN 1 AY 1 6MBA 12 hereby declared that the project.report entitled “
A Study On Consumer Satisfaction Towards Honda Dio Sctoors” with reference to “Dhruvdesh
Honda” prepared by me under the guidance of Prof. Archana Vijay, faculty of MBA Department,
" AIT and external assistance by Mr. Shashidhar. General Manager-Dhruvdesh Honda. I also
declare that this project work is toward the partial fulfillment of the university Regulations for
the degree of Master of Business Administration by Visvesvaraya Technological University,
Belgaum. I have undergone a summer project for the period of ten weeks. I further declare that
this project is based on the original study undertaken by me and has not been submitted for the
award of any degree/diploma from any other University / Institution.

Place: Bengaluru Signature of the Student

 ACKNOWLEDGEMENT

Success in any activity is not achieved by an individual’s own effort, but with the support of
many known and unknown.

I, the undersigned, IV semester student of MBA, Acharya Institute of Technology, Bangalore

is glad to express my deep sense of gratitude to all the persons connected with the successful
completion of this project work. This report is obviously not the result of my work alone,
many persons have directly and indirectly involved, without whom this work would not have
been accomplished.

I am thankful to Dr. S C PILLI Principal, Acharya Institute of Technology, Bangalore for

immense help for the preparation and improvement of this work.

I am thankful to Dr. G Nijaguna HOD, Department of MBA, Acharya Institute of

Technology, Bangalore for immense help for the preparation and improvement of this work.

My sincere thanks to all the management staff and employees of Bangalore Wheels,
Bangalore for giving the necessary information relevant to this study. I am grateful to Mr.
Shashidhar, General manager, Dhruvesh Honda under whose guidelines this study was
done.

I express my deep sense of gratitude to Prof. Archana Vijay, Faculty Member, Department
of MBA, Acharya Institute of Technology, Bangalore for her guidance and continuous
untiring support during the course of this project work.

Finally, I acknowledge with thanks to the co-operation and support extended to us by the
respondents who helped in successful completion of this project work.

BHARATH N
(1AY16MBA12)
 TABLE OF CONTENTS

CHAPTER CHAPTERS PAGE

NO. NO.
EXECUTIVE SUMMARY 1
1 INTRODUCTION
1.1 Introduction 3
1.2 Industry Profile 3
1.3 Company profile 4-5
1.4 Vision, Mission, Goals and Quality policy 5
1.5 Product and Service Profile 6-10
1.6 Area of Operations 11
1.7 Infrastructure facilities 11
1.8 Company competitors 11
1.9 Swot Analysis 12-13
2.0 Future growth and prospects 13
2.1 Financial statements 13

2 THEORETICAL BACKGROUND AND LITERATURE

REVIEW
2.1 Theoretical background 15-18
2.2 Review of Literature 18-23

3 RESEARCH DESIGN
3.1 Statement of Problem 25
3.2 Need for the study 25
3.3 Objective of the study 25
3.4 Scope of the study 25-26
3.5 Research Methodology 26-27
 3.6 Hypothesis 28
3.6 Limitations of the study 29

4 DATA ANALYSIS AND INTERPRETATION 31-54

5 SUMMARY OF FINDINGS, SUGGESTIONS AND
CONCLUSION
5.1 Findings 56-57
5.2 Suggestions 57
5.3 Conclusion 58
BIBLIOGRAPHY
ANNEXURE

LIST OF TABLES

TABLE TITLES PAGE NO.

NO.

4.1 Table showing Gender of respondents. 32

4.2 Table showing Age group of respondents. 33

4.3 Table showing Marital status of respondents. 34

4.4 Table showing Educational qualification of respondents. 35

4.5 Table showing Occupation of respondent. 36

4.6 Table showing respondent’s Monthly income. 37

4.7 Table shows the Respondent’s Awareness about Honda Dio 38

4.8 Table shows that how respondents are known about Honda Dio 39
4.9 Table shows from how many years respondent’s are using Honda 40
Dio
4.10 Table showing Buying influence of customer. 41

4.11 Table shows the customers source of finance to buy the Honda Dio. 42

4.12 Table shows Respondent’s opinion about the Prices of Honda Dio. 43

4.13 Table Shows Respondents purpose of using Honda Dio. 44

4.14 Table Shows Respondents opinion about the features of Honda Dio. 45

4.15 Table shows the Opinion about the Honda Dio Vehicle Pick up. 46

4.16 Table shows that the road grip of Honda Dio. 47

4.17 Table shows opinion about the appearance of Honda Dio. 48

4.18 Table shows opinion about riding comfort of Honda Dio. 49

4.19 Table shows customer selected factor of Honda Dio. 50

4.20 Table shows customer opinion on the basis Overall Performance of 51

Honda Dio
4.21 Table shows customer level of satisfaction towards Honda Dio 52

4.22 Table shows customer opinion about after sales service 53

4.23 Table shows customer opinion about recommending to purchase 54

Honda Dio to others
 LIST OF CHARTS

GRAPH. TITLES PAGE NO.

4.1 Chart showing Gender of respondents. 32

4.2 Chart showing Age group of respondents. 33

4.3 Chart showing Marital status of respondents. 34

4.4 Chart showing Educational qualification of respondents. 35

4.5 Chart showing Occupation of respondent. 36

4.6 Chart showing respondent’s Monthly income. 37

4.7 Chart shows the Respondent’s Awareness about Honda Dio 38

4.8 Chart shows that how respondents are known about Honda Dio 39

4.9 Chart shows from how many years respondent’s are using Honda 40
Dio
4.10 Chart showing Buying influence of customer. 41

4.11 Chart shows the customers source of finance to buy the Honda Dio. 42

4.12 Chart shows Respondent’s opinion about the Prices of Honda Dio. 43

4.13 Chart Shows Respondents purpose of using Honda Dio. 44

4.14 Chart Shows Respondents opinion about the features of Honda Dio. 45

4.15 Chart shows the Opinion about the Honda Dio Vehicle Pick up. 46

4.16 Chart shows that the road grip of Honda Dio. 47

4.17 Chart shows opinion about the appearance of Honda Dio. 48

4.18 Chart shows opinion about riding comfort of Honda Dio. 49

4.19 Chart shows customer selected factor of Honda Dio. 50

4.20 Chart shows customer opinion on the basis Overall Performance of 51
Honda Dio
4.21 Chart shows customer level of satisfaction towards Honda Dio 52

4.22 Chart shows customer opinion about after sales service 53

4.23 Chart shows customer opinion about recommending to purchase 54

Honda Dio to others

LIST OF FIGURES

1.1 HONDA DIO 6

1.2 HONDA NAVI 7
1.3 HANDA ACTIVA 3G 8
1.4 HONDA ACTIVA-I 9
1.5 HONDA AVIATOR 10
1.6 SWOT ANALYSIS 12
2.1 CLEAR TO CUSTOMER POLICY OF HONDA 16
2.2 FACTORS INFLUENCING CUSTOMER SATISFACTION 17
 EXECUTIVE SUMMARY

The project was conducted on “A study on customer satisfaction towards Honda Dio
scooters” at Dhruvdesh Honda, Yelahanka. It encompasses detailed analysis on the factors
affecting the customer satisfaction in the two wheeler market.

In Indian market automotive and automobile are booming industries, here customers are ever
dynamic in nature they were not satisfied with the same product. They always wanted to
upgrade their products to new and advanced ones so customer retention is a Hercules task to
the company. So they gave more importance to the customer satisfaction. I had chosen Honda
Dio scooter for my study, main objective of my study is to know the level of customer
satisfaction towards the product. Major questions are formed on the basis of objectives of the
study.

Dhruvdesh Honda helped me to know many marketing aspects to approach a customer, And
to interact with a customer? Etc. I had lot of new experience at the time of my project.

Descriptive research was conducted in order to find out customer preference towards honda
dio. A sample size of 100 customers of honda dio was selected to conduct a survey using a
structured questionnaire, It was observed that Respondents are more influenced by brand
image and fuel efficiency.

In order to enhance customer satisfaction it was suggested

 To come with different color of the scooters with new models.

 Honda Dio Company should take of resale value of scooter
 All spares, accessories should be available at the service stations on proper time.
 To improve the design for wheels for a better road with and safety
driving. As an intern in the organization I learned

 Working environment
 How to initiate the research
 How to take the sample
 How to do the fieldwork
 How to manage customers
 How to conduct the research

1
 CHAPTER 1

INTRODUCTION
1.1 INTRODUCTION ABOUT THE PROJECT

My project report is on the topic “A study on customer satisfaction towards Honda Dio
scooters.” I successfully completed my project in Dhruvdesh Honda. In the very first day I
felt nervous because that was my first working experience, but my external guide Mr.
Shivnarayan who helped me to overcome from all the hesitation and fear, it helped me to
learn some new skills. It was an unforgettable moment, I felt it was a healthy working
environment, more over I learnt a lot from this project.

1.2 INDUSTRY PROFILE

The word automobile comes, via the French word automobile. That means vehicle that moves
itself. Automotive industry is a widespread company or organization they produce a wide
range of products and they convoluted in designing, developing, producing, marketing, and
trading of motor vehicles. Auto motive industry is one of the fastest growing industries in our
country.it is one of the major industry by producing more than 25 million vehicle in last year.
There is an increase of 3 percent compare to last year. The automobile industry accounts 8
percent of the GDP. The two wheelers segment, with 82 percent of the total market share.
There are three big automakers are there in the globe they are 1) General Motors, 2) Toyota
Motors Corporation and 3) Ford Motor Company. In 2008 these companies had 15 percent,
13percent and 12percent of total market shares. Japan is the dominant producer of all time
and china is in the second place, Western Europe and North America ranked 3 Rd and 4th place
respectively. Automobile industry is an imperative sector of overall national economy.

Major automakers

 General Motors,
 Toyota Motors Corporation and
 Ford Motor Company.
1.3 COMPANY PROFILE

Company name Honda Motor Co., Ltd.

Kind Public Company

Merchandized as TYO:7267

NYSE: HMC

Industry Conglomerate

Founder Soichiro Honda and Takeo Fujiyama

Owner Japan Trustee Services Bank (7.88%)

The Master Trust Bank of Japan (5.76%)

Founded Hamamatsu, Japan (24 September 1948)

Head quarters Minato, Tokyo, Japan

Total employees 209,400

Partitions Honda Automobiles, Acura,

Honda Motor Cycles

Area served World Wide

Revenue 14.88 trillion

Honda Motor is public company which was founded by Socihiro Honda and Takeo Fujiyama
in the year 1948 at Hamamatsu, Japan. Major shares are owned by two big public banks
namely Japan Trustee Services Bank and The Master Trust Bank of Japan they own 8% and
6% of the total share capital.it served worldwide there are more than 2,00,000 employees
work for Honda, its revenue crosses 14 trillion last year. Headquarters located in Minato,
Tokyo and Japan.

1.4 PROMOTERS

Soichiro Honda

Takeo Fujiyama

1.4 VISION, MISSION STATEMENT

VISION

Pleasure our customer through advanced services as per customer prerequisite

Turn out to be the most advanced and adorable dealership in Bangalore

MISSION

Maintain morality and transparency to the customers

Satisfying the customers through quality services

Maintain harmony and peace in the company

Create and maintain a positive working environment

Promote and appraise employees

1.5 PRODUCT PROFILE

HONDA DIO 110

Figure 1.1 Honda Dio

FEATURES OF HONDA DIO 110

PRODUCT NAME HONDA DIO 110

PRICE 54,453 RUPEES

FUEL EFFICIENCY 55 KMPL

PETROLEUM CAPACITY 6 LTRS

FUEL STANDBY 1 LTR

FUEL KIND PETROL

GROUND CLEARANCE 145 MM

ENGINE TYPE SINGLE CYLINDER AIR COOLED

OHC

LENGTH 1732MM

ALTITUDE 1142MM

BREADTH 722MM
OTHER PRODUCTS

HONDANAVI

Figure 1.2 Honda Navi

Honda says that they want to create something fun and that’s when the idea of Navi was born.

Name Honda Navi

Price 43,433

Top Speed 81 Kmph

Displacement 109.19cc

Cylinders 1

Electric Start Yes

Max Power 7.72 Bhp

Weight 101 Kg
HONDA ACTIVE 3G

Figure 1.3 Honda active 3G

Name Honda Active 3g

Price 54,605

Top Speed 82 Kmph

Displacement 109.20 Cc

Mileage 61 Kmpl

Electric Start Yes

Max Power 8 Bhp

Weight 108 Kg

Colors Black, Trance Blue Metallic, Majestic Brown

Metallic, Imperial Red Metallic, Pearl Amazing
White
HONDA ACTIVA-I

Figure 1.4 Honda Activa-I

Name Honda Activa-I

Price 51,112

Top Speed 83 Kmph

Displacement 109.19cc

Mileage 66 Kmpl

Electric Start Yes

Max Power 8 Bhp

Weight 103 Kg

Colors Black, Pearl Amazing White, Pearl Trance

Yellow, Imperial Red Metallic
HONDA AVIATOR

Figure 1.5 Honda Aviator

Name Honda Aviator

Price 56,028

Top Speed 83 Kmph

Displacement 109.19cc

Mileage 66 Kmpl

Electric Start Yes

Max Power 8 Bhp

Weight 109 Kg

Color Pearl Black, Strand Silver, blue with white, black

with white, Red Metallic, Pearl White
1.6 AREAS OF OPERATION

AREAS:

World wide

INDUSTRY:

 Automobile industry.
 Automotive industry.
 Robotics.
 Fuels and gas
 Hybrid electrical.
 Solar cells.
 Air crafts.
 Power equipment’s.

1.7 INFRASTRUCTURE

Buildings & Offices:

Headquarters located in- Bengaluru

Field offices- Bengaluru

Brach offices- Yelahanka, Devanahalli, Mekhri circle, Gokul, Nagavara, Jayamahal, RT

Nagar, Kogilu, and Malleshvaram.

1.8 COMPETITORS

The main competitors for Honda are listed below

 TVS
 Suzuki
 Mahindra
 Yamaha
 Hero
 Bajaj
1.9 SWOT ANALYSIS OF DHRUVDESH HONDA

Strengths

Threats
SWOT Weakness

Analysis

Opputunities

Figure 1.6Showing SWOT Analysis

Strengths

 Leading Honda dealers in Bengaluru

 Providing high quality services
 Dynamic team
 Positive image in the city
 Specialized mechanics and employees

Weakness

 Lack of R&D programs

 Lack of aggressive selling
 lack of promotional activities
Opportunities

 Growing two wheelers market in the city

 Increasing customers standard of living
 Increasing brand value
 Growing global demand for environment friendly vehicles
 Positive outlook of motorcycle industry

Threats

 Increasing price of the vehicles

 Intensive competition
 Uncertainties in the business
 Lower profitability

1.10 FUTURE GROWTH PROSPECTUS

Dhruvdesh Honda is one of the leading Honda Dealer in Bengaluru. They providing quality
services to the customers they will going to achieve higher success in the Motor industry.
They will increase their Brand value in the upcoming days. The sales volume increasing
every year this shows a positive growth of Dhruvdesh Honda.

1.10 FINANCIAL PERFORMANCE

Geographic Region Total Revenue (In Millions Of $)

Asia 1,283,155

North America 15,213,846

Japan 1,765,192

Europe 1,283,432

Others 905,165
 CHAPTER-2
CONCEPETUAL BACKGROUND AND LITERATURE
REVIEW
2.1 THEORETICAL BACKGROUND OF THE STUDY

CUSTOMER SATISFACTION

Meaning

Customer satisfaction means happiness of a person who buys a product or service from a seller
/ company. If a person satisfied by his purchased product or services then we call it as a
customer satisfaction. In this modern era there is an intense competition among the sellers
and companies. There are many unique tactics and strategies are implementing by each and
every company to retain their customers. And they trying their best to satisfy customers, by
providing eye catching offers and promotions. Hence customer satisfaction is a Hercules task
to the companies, there always hike for the customer satisfaction.

If a customer satisfied by the product and services provided by a company, he will again
straight rebuy from the same company it will increase the brand value of that company and
automatically increase in the sales volume. Providing quality products is not only enhance
customer satisfaction together the company needs to provide all the required facilities to the
customers before and after sales.

If the after sale service is good then the customer will satisfy and vice versa because a person
buys a new scooter and he was satisfied with features, price of the scooter and performance
of the product but he was not satisfied by the service provided by service center. It may leads
to total dissatisfaction

Key factors to enhance customer satisfaction

 Resect the customers

 Make Two way communication
 Gentle response to customers
 Customer service policy
 Know the customers’ expectations
 Keep your promises
 Never forget your customers
 Clear to your customers
 Unique product offering
“Respect your customers” it is an old saying, a seller should respect each and every single
customer. He is because of the customers so they are the gods. We should respect every
customer we should not divide our customer according to their purchase volume. We
shouldn’t neglect our small buyers. We have to make a two way communication in our
business that means we have make way for the customer’s response and advices because
sometimes customers are more perfect than our thoughts, so company should take all the
feedbacks in a positive manner so as to correct their faults and serve them even better. After
receiving feedbacks from the customers the company should show a gentle response to those
customers this will create a positive and a healthy bondage between customers and the
company.

Before providing any services to the customers it’s better to learn the expectations because if
a company provide their services without knowing customer expectation it may leads to
dissatisfaction because he is expecting at a high rate if u fails to meet those it definitely leads
to dissatisfaction

Be clear to your customers about

 What you offer?

 How do you provide?
 Quality of offered service
 Duration of the offer
 How much going to charge?

A company should made clear about all these factors to its customers. And it has to keep all
the promises made to the customers.

about
price

about clear to about

service customers quality

about
the process

Figure 2.1 Figure showing “Clear to customers” policy of Honda

 FACTORS INFLUENCING CUSTOMER SATISFACTION

Service
quality

Customer Image,
Price satisfaction brand

Product
quality

Figure 2.2 showing factors influencing customer satisfaction

Price:

It is a monetary value of the product or service. Price of a product plays a dominant role in
the success or failure of a company because in India FMCG products are the best example for
price sensitiveness. If we made a small change in the price of our product it may leads to
maximum change in the sales.

Brand image:

Brand image plays an important role in the sales because if the brand value is high we can put
high price. The customers believed that branded products are always good compare to local
products. And customers expect more from the branded products, if a person buys a china
branded mobile his expectations were limited but he bought an apple handset his expectations
were very high compare to previous purchase.
Product quality:

Customer will satisfy by the quality of product if it meets his expectations. The best example
is Nike products v/s local products, we cannot even compare because Nike provides optimum
quality products but we cannot expect the same quality from other local brands. If a customer
buys a T shirt for 100 rupees his expectations were limited but he bought a T shirt for 1000
rupees his expectations were very high compare to previous purchase.

Service quality:

If the after sale service is good then the customer will satisfy and vice versa because a person
buys a new scooter and he was satisfied with features, price of the scooter and performance
of the product but he was not satisfied by the service provided by service center.

It may leads to total dissatisfaction. These are top four factors which influence in the
customer satisfaction.

2.2 LITERATURE REVIEW

Paul S. Goldner (2006): -

In this study the author has studied the importance of customer satisfaction. Which is very
important in gaining the customers. And he also stated that the customer relationship
management is very important, there should be company should show some transparency
actions to the customers.

Grigoroudis, E and Siskos, Y (2009): -

In this study the author has provided the meaning and definition of customer satisfaction.
And meaning of customer who is a customer? What is he needed? What criteria’s to analyses
the perception and attitude of customers. It helps to conduct the survey according to the plan.

Vavra, T.G. (1997): -

The author has given the meaning and definition about loyal customer. A customer is a
person who buys the goods and services of the same brand is known as loyal customer. A
single loyal customer is important than the ten new customers so he tells about the need and
importance of loyal customers.
Howard and Sheth (1969): -

In this study the author has analyzed the buying behavior of customer which will helps to
make selling strategies from the seller or company. Because in the modern world the
customers’ needs and attitudes are continuously changes, so customer satisfaction and buying
behavior of the customer study is very essential now a days.

Oliver (1981): -

The author has examined the psychological factors influencing in satisfaction of the product
and services. There are some psychological factors that helps to enhance customer
satisfaction, treating the customers when they visit the outlet, treating customers at the time
of service and repaired. The company may send greetings &wishes to their customers in the
time of special vacations like birthday etc.

Hunt (1977): -

In the study the author has analyzed the evaluation of taste and quality of the products that
are sold to the customers. Because if the quality of the product meets the expectations of the
customers then they will surely satisfied but if the quality of the sold product failed to meet
their expectations then they may be chances of disappointment.

Engel and Blackwell (1982): -

The author has described the factors influencing in buying process, for example friends,
relatives, media, and advertisements. These kinds of factors influence the customer to buy the
product. These are the strong forces which make potential buyer, in the time of buying
durable goods the friends and media, relatives definitely plays a dominant role.

Tseand Wilton (1988): -

In this study, we can notice the value of customer’s satisfaction, they started evaluating the
expected satisfaction up on perceived satisfaction. It is very important to the companies to
know what customers saw. And what they get? All the companies trying to match them but it
is not so easy to demonstrate.
Berry and Parasuraman (1981): -

in this study the author has analyzed that customers attitude and desire are dynamic, the
customer are not fixed to single product or brand they always want to change from ordinary
to superior so the company must update its product and services according to the time and
situations. As the market booms.

Justin Gabriel (1996): -

In this study, we can notice that how to increase the level of customer satisfaction. In this
study the author has analyzed the buying behavior of customer which will helps to make
selling strategies from the seller or company. Because in the modern world the customers’
needs and attitudes are continuously changes, so customer satisfaction and buying behavior
of the customer study is very essential now a days.

Stuart Markka’s (1994): -

In this study the author has analyzed the degree of customer expectations toward a particular
brand. Hence the customer expectations differ from one brand to another. So, we have to sort
out our customer expectations. For example customer expects more from the popular branded
products but they expects little from the local brands.

Westbrook and Reilly (1983): -

The author examined the post purchase attitude of customers. in the time of purchase
customers attitude is positive but after the purchase the attitude may be turn in to a negative.
And then it leads to dissatisfaction.

Holloway, Andy (1999): -

In this study the author had explained the advertising and promotional skills to the sellers to
gain the new customers to improve the sales volume. If sales volume increases automatically
profit will also booms up. Now a days without advertising our product we cannot sell a single
piece, that’s the power or advertisement.
Ying liu (2003): -

In this study the author has analyzed that customer satisfaction survey should be proper and
well planned, without proper objectives and goals we can’t find out the related information
which are needed to the company. Related population and active sample is very important in
the satisfaction surveys. By these we can find out the accurate solution to the problems.

Ward, Andrew (2000): -

In this study the author studied about the loyal customers. Loyal customers are those who
purchase a same brand products in their shopping. They never bothered about the price
because they knew that the quality will be maintained according to the price. A loyal
customer is more important than 10 new customers to the company.

Schiff man and Kanuk (2004): -

In this study the author analyzed that there is a relationship between brand structure and
customer gratification. I agreed because if the rate of customer satisfaction increases, the
brand value increases and if the rate of customer satisfaction decreases then automatically
brand value will decreases.

Woodruff and Gradian (1996): -

In this study the author revealed that the impression of the customers towards company helps
in a positive manner to enhance the customer satisfaction. Treating of customers should be
same as in pre-sale and post-sale of product and services.

According to Hung (1977): -

In this study the author analyzed that, the company should take all the customers feedbacks in
a positive manner so as to correct their faults and serve them even better. After receiving
feedbacks from the customers the company should show a gentle response to those customers
this will create a positive and a healthy bondage between customers and the company.
Oliver (1973): -

According to the author Satisfaction is the customer’s fulfillment comeback. Before

providing any services to the customers it’s better to learn the expectations because if a
company provide their services without knowing customer expectation it may leads to
dissatisfaction because he is expecting at a high rate if u fails to meet those it definitely leads
to dissatisfaction.

Tse and Wilton (1988): -

In the study the author highlighted the customer’s needs and wants, if a customer is
purchasing expensive product or service his expectations are too high his expectations are
according to the price and brand value of the product.

Unlike Switzes (1980): -

The author argued that every business organization is to meet the customer’s expectations. If
a customer satisfied by the product and services provided by a company, he will again
straight rebuy from the same company and then it will increase the brand value of that
company, automatically there is an increase in the sales volume. Providing quality products is
not only increase customer satisfaction, together the company should provide all the required
facilities to the customers before and after sales.

Anton (1996): -

In this study the author elaborated the skills and tactics to handle the critical situations in the
company. We can learn how to handle the situation? How to handle customers? Etc. after
learning these tactics we can easily negotiate with our customers.

Uwe Gross (1977): -

In this study the author explained customer’s fulfillment strategies and techniques, first
company has to identify the customer expectations and delivered the product and services
according to meet their expectations it will increase the amount of satisfaction.

Robert G. Cooper (1995): -

In this study the author revealed about proper customer research and its benefits. Increase or
decrease of accompany sales is largely depend up on the quality of research. We must know
how, where, when and what to research in the company.
Williams (1992): -

In this study, we can notice about in-depth mode of customer satisfaction, it is a strong word
if a customer satisfy with the product he purchased is called as customer satisfaction. If he
feels great about the usage of the product purchased. He will feel worth of money he paid.
 CHAPTER 3

RESEARCH DESIGN
3.1 STATEMENT OF THE PROBLEM

The study is on customer satisfaction towards Honda Dio scooters. The topic selected detailly
outlines the various factors and the relationship which has direct influence on customer
satisfaction on Honda Dio.

3.2 NEED FOR THE STUDY

The growth and success of the organization depends on the level marketing strategy. So, it is
essential to make the customers satisfied by providing quality customer service. In this
modern world we can notice the intense competition in all the industries from pin to plane.
Customers taste, preferences are very dynamic they can change at any time, they always in
search of advanced and updated products and services. It has been a Hercules task to retain
the customers. So an effective customer satisfaction data is necessary.

In India, the market for Honda Dio is almost well established. So, maintaining the present
company domination and brand value is very important hence it needs a proper and effective
data regarding present customer satisfaction.

3.3 OBJECTIVES OF THE STUDY

The study has been under taken to analyze the Customer satisfaction towards Honda Dio
scooter with a special focus to the Yelahanka.

 To identify Customer Satisfaction towards the Honda Dio

 To analyze the present customer attitudes towards Honda Dio
 To provide suggestions, opinions to the company to improve its sale and profitability
 To figure out the factors influencing in buying Honda Dio

3.4 SCOPE OF THE STUDY

The study tries to identify and accumulates the needs, feedback and suggestions from the
customers of Honda Dio Scooters which would help the company in framing suitable
strategies to improve its sales and profit by retaining present customers. It helps to retain the
present customers by updating the company services those are convenient to the customers.
The study will help to generate the loyal customers, the study identifies the level of customer
satisfaction their attitude and feedbacks to the company. By this study the company can
correct its loop
holes by eliminating the various factors which cause dissatisfaction. It helps to face
competition by providing quality services to the customers.

3.5 RESEARCH METHODOLOGY

3.5.1 RESEARCH DESIGN

Descriptive study as the characteristics of respondents were studied pertaining to two

wheelers market.

3.5.2 SOURCE OF DATA

1) Primary data

Primary data is a firsthand information collected for the first time at the time of research
process. Primary data have been collected by personal interview method and telephonic
interview with the help of questionnaire.

2) Secondary data

Secondary data is a second hand information which was already collected by someone. It is
opposite to the primary data, secondary data are readily available information’s which are
needed for the particular study or research. In this particular study secondary data have been
collected through various sources.

Secondary data for the present research collected the major sources of secondary data are
given below.

 Various websites
 Newspaper & Articles
 Showroom sales data
 Different marketing journals

Primary data have been gathered for the determination of the study employing all the above
methods. Secondary data has been gathered from various published sources, the same has
been given in detail in bibliography.
3.5.3 SAMPLING DESIGN

Research is designed for two sampling plans. It consists of three divisions’. Sampling unit,
sampling size and sampling procedure.

SAMPLING PROCEDURE

We cannot take the whole population in Yelahanka for the study so it was taken only 100
customers in that total population who use Honda Dio scooter, for time and money consent.

 The total number of Honda Dio users is called as population

 The process of selecting sample from the population is known as sampling.
 The cluster of respondents taken for the study from the total population is sample.
 Sales ledger of Dhruvdesh Honda is taken as a sampling frame

For the present study purpose, simple random sampling has been selected. Simple random
sample is used because every elementary unit has got equal chance to be included in the
sample.

SAMPLE UNITS

In this particular survey one respondent is considered as one unit.

SAMPLING TECHNIQUE

For the present study convenience sampling has been taken as the sampling technique. That
means the sample is taken according to the study requirement and researcher convenience,
the sample taken neither by probability nor by finding.

SAMPLE SIZE

The sample size is of 100 respondents consisting of Customers in Yelahanka.

3.6 HYPOTHESIS

H0: The association between Overall Performance and Satisfaction are

insignificant Ha: The association between Overall Performance and Satisfaction are

significant

Chi-Square Tests

Point
Asymp. Exact Exact Probabi
Value df Sig. (2- Sig. (2- Sig. (1- l ity
sided) sided) sided)
a
Pearson Chi-Square 2.184E2 16 .000 .000
Likelihood Ratio 89.352 16 .000 .000
Fisher's Exact Test 81.686 .000
Linear-by-Linear
59.109b 1 .000 .000 .000 .
Association 000
N of Valid Cases 100

a. 17 cells (68.0%) have expected count less than 5. The minimum expected count is
.04.
b. The standardized statistic is 7.688.

Interpretation:

The above Chi-Square table shows that, the satisfaction and overall performance are related
with significance value 0.00 which is less than 0.001. The customers are satisfied with overall
performance of Honda Dio. The association is positive and highly significant, so the
alternative hypothesis can be accepted.
3.7 LIMITATIONS OF THE STUDYS

The major difficulties are:

 Lack of professionalism: it is one of the major drawback to the particular study.

Because professionals can do much better than us.
 Lack of skills: due to the lack of some research skills like communication the
efficiency of the report may decreased.
 Shortage of time and some related resources indirectly affect the survey process.
 The area of operation was only limited to Yelahanka so it applicable only to that area.
 Some respondents shows mere response to share information’s
 Some respondents just randomly fill the questionnaire without reading it.
 CHAPTER 4

DATA ANALYSIS AND INTERPRITATION

SUMMARY

Analysis of data means reviewing the original material to discover the essential facts. The
data are studied form as many viewpoints as possible to discover the research data has been
collected and data analysis has been made the researcher can proceed of interpretation is
essentially one, stating what the result show. The research data becomes meaningful only
being analyzed and interpreted.

Results and findings are also called as Analysis and Interpretation. This part of the report
contains an allotment of tables, charts, graphs, and narrative of the results of the survey. The
analysis identifies the various factors that play a key role in determining why the respondents
go for a particular product on brand. The analysis has also been made with reference to
factory affecting buying decisions the multinational factor to go for a particular brand. For
some of the tables. Graphs are used to interpret the findings in a better manner. The object of
survey was to know the customer satisfaction towards Honda Dio. Customer analysis
consumption factor or purchasing pattern and other related aspects. The occupation, income
of the respondents is also recorded in order to know the correlation between these features.
Table 4.1 Table showing Gender of the respondents

Gender No of respondents Percentage

Male 72 72%

Female 28 28%

Total 100 100%

Source: Data collected through questionnaire

Analysis:

From The above Table we can easily analyze that out of 100 respondents, 72% of the
Respondents are Male and outstanding 28% respondents are Female.

Chart No: 4.1 Showing gender of respondents

MaleFemale

28%

72%

Source: Table 4.1

Interpretation:

In this survey, majority of the respondents are male because they preferred more compare to
women’s.
Table 4.2 Table shows on the basis of Respondent’s Age Group

Age group No of Respondents Percentage

Below 20 Years 10 10%

20 to 30 Years 82 82%

Above 30 Years 8 8%

Total 100 100%

Source: Data collected through questionnaire

Analysis:

Since it is clearly understanding that the about 10% of the total Respondents are in the age
group of Below 20 years, 82% of the total Respondents are in the age group of 20 to 30 years,
and remaining 8% of the respondents are comes under the age group of above 30 years.

Chart No: 4.2 Showing Respondent’s Age Group

Above 30 Years Below 20 Years

8% 10%

20 to 30 Years
82%

Source: Table 4.2

Interpretation:

In this survey youths are more fascinating towards this scooter.

Table 4.3Table shows on the basis of Respondent’s Marital Status

Marital Status No of Respondents Percentage

Married 23 23%

Un married 77 77%

Total 100 100%

Source: Data collected through questionnaire

Analysis:

From the above table, it shows that the 77 respondents are unmarried and 23 respondents are
married.

Chart No: 4.3 Showing Respondent’s Marital Status

23%

77%

MarriedUn married

Source: Table 4.3

Interpretation:

In this survey, it understood that the majority of the respondents are unmarried.
Table 4.4 Table shows on the basis of Respondent’s Educational Qualification

Educational Qualifications No of Respondents Percentage

S.S.L.C 20 20%

PUC 10 10%

Graduate 38 38%

Post Graduate 25 25%

Other 7 7%

Total 100 100%

Source: Data collected through questionnaire

Analysis:

Out of the 100 respondents, 20% of the respondents belong to SSLC, 10% belongs to PUC,
38
% Belongs to Graduates, 25% Belongs to Post graduate and also 7% belongs to others

Chart No: 4.4 Showing Respondent’s Educational Qualification

40 38
35
30
25 25
20
15 20
10
5
10
0 7

S.S.L.CPUCGraduatePost GraduateOther

Source: Table 4.4

Interpretation:

In this survey, PG and UG qualified respondents are using Dio scooters compare to others.
The main reason is they always go for the smart buy instead of blind purchase.
Table 4.5 Table shows the Livelihood of respondents is presented

Occupation No of Respondents Percentage

Professional 12 12%

Business 8 8%

Government Service 7 7%

Student 67 67%

Others 6 6%

Total 100 100%

Source: Data collected through questionnaire

Analysis:

Out of 100 Respondents, 12% Respondent having the occupation like professional, 8%
Respondent having the occupation like business, 7% Respondent having the occupation likes
Government service, 67% respondents having occupation like students only 6% respondents
having the occupation like others.

Chart No: 4.5 Showing the Livelihood of respondents is presented

80
7067
60
50
40
30
20

12
8 7 6
10
0
ProfessionalBusiness Government Student Others
Service

Source: Table 4.5

Interpretation: Because of the Dio pick up and stunning look most of the college students
prefer Honda Dio
Table 4.6Table shows on the basis of Respondent’s Monthly Income

Monthly Income in(INR) No of Respondents Percentage

Less than Rs12,000 70 70%

Rs. 12,000-Rs. 18,000 10 10%

Rs. 18,000-Rs. 29,000 5 5%

Rs. 29,000 above 15 15%

Total 100 100%

Source: Data collected through questionnaire

Analysis:

As per the above analysis it’s understood that, 70% Respondents belongs to income group
less Rs. 12,000 per month, 10% Belongs to Rs 12,000 -18,000 per month, 5 % belongs to Rs.
18,000 to 29,000 per month. & 15% Belongs to 29,000 & above.

Chart No: 4.6 Showing Respondent’s Monthly Income

70
70
60
50
40
30
20

15
10
10 5
0
Less than Rs. 12,000-Rs. Rs. 18,000-Rs.Rs. 29,000 above
Rs12,000 18,000 29,000

Source: Table 4.6

Interpretation:

In this survey the respondents below 12,000 income are using the scooter because majority of
them are students.
Table 4.7 Table shows on the basis of Respondent’s Awareness about Honda Dio

Particulars No of Respondents Percentage

Advertisement 21 21%

Friends and relatives 39 39%

Observation 15 15%

Brand image 10 10%

Publicity 15 15%

Total 100 100%

Source: Data collected through questionnaire

Analysis:

Out of the 100 respondents 21% of the respondents are known by advertisements, 39% are
aware by friends and relatives, 15% of the customer observation, 10% by brand image and
15% are by publicity.

Chart No: 4.7 Showing Respondent’s Awareness about Honda Dio

50
39
40
30
21
20 1515
10
10
0

Advertisement Friends and ObservationBrand image Publicity

relatives

Source: Table 4.7

Interpretation:

In this survey, we can notice that the intensity of reference by friends and relatives, To sell
something we need some effective advertise actions but reference, recommendations can
do much more than that.
Table 4.8 Table shows that how respondents are known about Honda Dio

Particulars No of Respondents Percentage

Television 40 40%

News Paper 15 15%

Magazines 10 10%

Others 35 35%

Total 100 100%

Source: Data collected through questionnaire

Analysis:

Out of the 100 respondents, 40 respondents are finding the Honda Dio through Television, 15
of the respondents are finding the Honda Dio through Newspapers, 10 respondents are
finding the Honda Dio through Magazines and the remaining 35 respondents are finding the
Honda Dio through other Medias.

Chart No: 4.8 Showing how respondents are known about Honda Dio

45 40
40 35
35
30
25
20
15 15
10 10
5
0

TelevisionNews PaperMagazinesOthers

Source: Table 4.8

Interpretation:

In this survey we can analyze that the Tele media is powerful and it can reach maximum
people. And we can easily present our products and services to the people.
Table 4.9 Table shows that from how many years’ respondents are using Honda Dio

Particulars No of Respondents Percentage

One Year 48 48%

Two Year 32 32%

Three Years 14 14%

Don't Know Exactly 6 6%

Total 100 100%

Source: Data collected through questionnaire

Analysis:

Form the above observation it reveals that the 48% of the respondents are using this Honda
Dio from past one year, 32% and 14% of the respondents are using this Honda Dio from past
two year and three years respectively and the remaining 6 % of the respondents are don’t
know exactly about the year.

Chart No: 4.9 Showing from how many years’ respondents are using Honda Dio

60
5048

40
32
30
20
14
10 6

0
One Year Two Year Three YearsDon't Know Exactly

Source: Table 4.9

Interpretation:

In this survey majority of the respondents are using their scooter from past one year and two
years.
Table 4.10 Table shows that the Influence factors to buy the Honda Dio

Particulars No of Respondents Percentage

Brand Image 39 39%

Durability 19 19%

Fuel Efficiency 25 25%

Low Maintenance 17 17%

Total 100 100%

Source: Data collected through questionnaire

Analysis:

Out of the 100 respondents, 39 % of the respondents are influence by brand image to buy the
Honda Dio, 19% of the respondents are influenced by its durability, 25% of the respondents
are motivated by its Fuel efficiency and the remaining 17% of the respondents are influenced
by its low maintenance

Chart No: 4.10 Showing that the Influencing factors to buy the Honda Dio

45
4039
35
30
25
25

19
20 17
15
10
5
0

Brand Image Durability Fuel EfficiencyLow Maintenance

Source: Table 4.10

Interpretation: In this survey brand image plays a dominant role in the purchase process.
Secondly fuel efficiency and durability.
Table 4.11 Table shows that the customers source of finance to buy the Honda Dio

Particulars No of Respondents Percentage

Bank loan 40 40%

Finance company 4 4%

Self-financing 47 47%

Any other 9 9%

Total 100 100%

Source: Data collected through questionnaire

Analysis:

Out of 100 respondents 47 respondents go for self-financing and 40 respondents choose loan
to purchase Honda Dio.

Chart No: 4.11 Showing customers source of finance to buy the Honda Dio

Any other 9

Self financing 47

Finance company 4

Bank loan 40

0 10 20 30 40 50

Source: Table 4.11

Interpretation:

Most of the respondents purchase their Dio by self financing because of their convenience
and other internal and external factors.
Table 4.12 Table shows that Respondents opinion about the Prices of Honda Dio

Particulars No of Respondents Percentage

Worth 60 60%

Reasonable 30 30%

Low 0 0%

High 10 10%

Total 100 100%

Source: Data collected through questionnaire

Analysis:

Out of the 100 respondents, 60 of the respondents are opinioned that the price is Worth, 30
respondents are opinioned that they are reasonable, none of them are opinioned it is low and
the remaining 10 respondents are opinioned that the price is too high.

Chart No: 4.12 Showing Respondent’s opinion about the Prices of Honda Dio

60
60

50

40 30
30

20 10
10
0
0
Worth Reasonable Low High

Source: Table 4.12

Interpretation:

Price is the key factor for the success or failure of a product because customer compare
product according to its price.
Table 4.13 Table Shows that Respondents purpose of using Honda Dio

Particulars No of Respondents Percentage

Office purpose 26 26%

Personnel purpose 52 52%

Joy purpose 17 17%

other 5 5%

Total 100 100%

Source: Data collected through questionnaire

Analysis:

Out of 100 respondents 52 respondents are using their Dio for their personnel use, 26, 17 and
5 of them are using their Honda Dio for office, joy purpose and other purposes respectively

Chart No: 4.13 Showing Respondent’s purpose of using Honda Dio

60 52

50

40
26
30
17
20
5
10

0
Office purpose Personnel Joy purpose other
purpose

Source: Table 4.13

Interpretation:

In this survey majority of the respondents are using their Dio for their personnel use.
Table 4.14 Table Shows that Respondents opinion about the features of Honda Dio

Particulars No of Respondents Percentage

Satisfied 42 42%

Very satisfied 37 37%

Somewhat satisfied 18 18%

Dissatisfied 3 3%

Total 100 100%

Source: Data collected through questionnaire

Analysis:

Out of the 100-respondent’s majority of the respondents are satisfied with present features of
Honda Dio. And 18 respondents are somewhat satisfied.

Chart No: 4.14 Showing Respondent’s opinion about the features of Honda Dio

45 42
40 37
35

30

25
18
20
15

10
3
5
0
Satisfied Very satisfied Somewhat satisfied dissatisfied

Source: Table 4.14

Interpretation:

In this study, we can notice that the advance features play a vital role in the sale of new ly
launched product
Table 4.15 Table shows the Opinion about the Honda Dio Vehicles Pick up.

Particulars No of Respondents Percentage

Excellent 44 44%

Good 29 29%

Satisfactory 23 23%

Worst 4 4%

Total 100 100%

Source: Data collected through questionnaire

Analysis:

Out of 100 respondents 44 respondents rated as excellent, 29 rated as good, 23 rated as

satisfactory but 4 of them rated as worst pick up.

Chart No: 4.15 Showing Opinion about the Honda Dio Vehicles Pick up.

50
45
40
35
30
25
20
15
10
5
0

No of Respondents

ExcellentGoodSatisfactoryWorst

Source: Table 4.15

Interpretation:

In this survey mainstream of the respondents were pleased by the scooter pick up. And pick up
of the vehicle is very important factor.
Table 4.16 Table shows that the road grip of Honda Dio

Particulars No of Respondents Percentage

Excellent 47 47%

Splendid 23 23%

Adequate 27 27%

Insolvent 3 3%

Total 100 100%

Source: Data collected through questionnaire

Analysis:

Out of the 100 respondents, 47 % of the respondents are opinioned that the road grip of the
Honda Dio is excellent, 23 % of the respondents are opinioned that the road grip of the
Honda Dio is splendid, 27% of the respondents are opinioned that the road grip of the Honda
Dio is adequate and the remaining 2 % of the respondents are opinioned that the road grip of
the Honda Dio is insolvent.

Chart No: 4.16 Showing Respondent’s opinion about road grip of Honda Dio

50 47

40

30 27
24

20

10
3
0
Excellent Splendid Adequate Insolvent

Source: Table4.16

Interpretation:

In this survey mejority of the respondents were rated Honda Dios road grip as exellent.
Table 4.17 Table shows opinion about the appearance of Honda Dio

Particulars No of Respondents Percentage

Magnificent 71 71%

Superb 25 25%

Delighting 3 3%

Ordinary 1 1%

Total 100 100%

Source: Data collected through questionnaire

Analysis:

Out of the 100 respondents, 71 % of the respondent’s opinion about appearance of Honda Dio
is Magnificent. 25% of the respondent’s opinion about appearance of Honda Dio is superb
and the remaining 13% and only 1% of the respondent’s opinion about appearance of Honda
Dio is delighting and ordinary respectively

Chart No: 4.17 Showing Respondent’s opinion about appearance of Honda Dio

80
70
60
50
40
30
20 71
10
0
25
3 1
Ordinary
MagnificentSuperbDelighting

Source: Table 4.17

Interpretation:

In this study the majority of the respondents gone crazy on the appearance of the Honda Dio.
Because it literally got killing design.
Table 4.18Table shows opinion about riding comfort of Honda Dio

Particulars No of Respondents Percentage

Superior 59 59%

Satisfactory 23 23%

Pleasant 12 12%

deficient 6 6%

Total 100 100%

Source: Data collected through questionnaire

Analysis:

Out of 100 respondents 59 respondents rated riding comfort as superior, 23 of them rated as
satisfactory, 12 respondents rated as pleasant and remaining 6 of them rated as deficient.

Chart No: 4.18 Showing Respondent’s opinion about riding comfort of Honda Dio

70
59
60

50

40

30 23
20
12
10 6

0
Superior Satisfactory Pleasant deficient

Source: Table4.18

Interpretation:

In this survey majority of the respondents rated riding comfort of the scooter as superior.
Because it got very smooth and comfortable seat.
Table 4.19Table shows customer opinion about suitable factor of Honda Dio

Particulars No of Respondents Percentage

Mileage 22 22%

Engine capacity 17 17%

Stylish 38 38%

comfortable 23 23%

Total 100 100%

Source: Data collected through questionnaire

Analysis:

Out of 100 respondents 22 were own their scooter for mileage factor ,17 of them for engine
capacity factor, 23 of them for comfortableness and remaining 38 of them are for style factor

Chart No: 4.19 Showing Respondent’s opinion about riding comfort of Honda Dio

40
35 38
30
25

20 22 23
15
10 17
5
0

MilageEngine capacityStylishcomfortable
Source: Table 4.19

Interpretation:

Most of the Indian customers gave attention towards price and mileage of the scooters but in
this case the respondents are conscious about its looks and style
 Table 4.20Table shows customer opinion on the basis Overall Performance of Honda
Dio

Particulars No of Respondents Percentage

Excellent 46 46%
Very Good 28 28%
Good 21 21%
Average 3 3%
Below Average 2 2%
Total 100 100%
Source: Data collected through questionnaire

Analysis:

Out of the 100 respondents, 46 respondent’s opinion about Honda Dio overall performance is
Excellent, 28 respondent’s opinion that its overall performance is very good, 21 respondents
opined that its overall performance is good, 3 respondents opined that its overall performance
is average and the remaining 2 respondents opined that its overall performance is below
average.

Chart No: 4.20 Showing Respondent’s opinion on the basis Overall Performance of
Honda Dio

5046
45
40
35 28
30 21
25
20
15
10 3 2
5
0
ExcellentVery GoodGoodAverageBelow Average

Source: Table 4.20

Interpretation:

In this survey majority of the respondents were pretty satisfied with overall performance of
the scooter and it got its best performance and technology.
Table 4.21Table shows customer level of satisfaction towards Honda Dio

Particulars No of Respondents Percentage

Highly satisfied 48 48%
Satisfied 26 26%
Average 22 22%
Dissatisfied 2 2%
Highly dissatisfied 2 2%
Total 100 100%
Source: Data collected through questionnaire

Analysis:

Out of the 100 respondents, 48 respondents highly satisfied with Honda Dio overall
performance, 26 respondents were just satisfied, 22 respondents were average satisfied, 2
respondents were dissatisfied and the remaining 2 respondents were still highly dissatisfied.

Chart No: 4.21 Showing Respondent’s level of satisfaction towards Honda Dio

48
50

40
26
22
30
20

10 2 2

0
Highly Satisfied AveragedissatisfiedHighly
satisfied dissatisfied

Source: 4.21

Interpretation:

In this survey majority of the respondents were pretty satisfied towards their Honda Dio.
Because it full fills all the needs of its customers.
Table 4.22Table shows customer opinion about after sales service

Particulars No of Respondents Percentage

Highly satisfied 41 41%

Satisfied 28 28%

Average 25 25%

dissatisfied 6 6%

Total 100 100%

Source: Data collected through questionnaire

Analysis:

Out of the 100 respondents, 41 respondents’ very satisfied with after sales service, 28
respondents were just satisfied, and 25 respondents were somewhat satisfied that means
average and the remaining 6 respondents were still dissatisfied.

Chart No: 4.22 Showing Respondent’s opinion about after sales service

45 41
40
35
30
25 28
20 25
15
10
5
0
6

Highly satisfiedSatisfiedAveragedissatisfied

Source: 4.22

Interpretation:

In this survey majority of the respondents were pretty satisfied towards after sales service by
the outlet.
Table 4.23 Table shows customer opinion about recommending to purchase Honda Dio
to others

Particulars No of Respondents Percentage

Definitely 35 35%

Probably 25 25%

Might or might not 30 30%

Definitely not 10 10%

Total 100 100%

Source: Data collected through questionnaire

Analysis:

Out of 100 respondents 35 0f them will recommend to buy, 30 of them will probably, 25 of
them may or may not and only 10 of them were refuse to recommend.

Chart No: 4.23 Showing Respondent’s opinion about recommending to purchase Honda
Dio to others

35
35 30
30 25
25
20
15
10 10
5
0

DefinitelyProbably Might or might Definitely not

not

Source: 4.23

Interpretation:

In this survey majority of the respondents were wish to recommend Honda Dio to others.
This is the main positive strength of Honda Dio
 CHAPTER – 05
FINDINGS, SUGGESTIONS AND CONCLUSIONS
5.1 FINDINGS

 Around 72% of the total respondents are male

 Around 77% of the total respondents were UN married
 82% of the respondents were youngsters below 30 years
 Around 38 respondents were graduates and 25 of them were post graduates
 Majority of the respondents were students (67%)
 Majority of the respondents were students hence their monthly income below 12,000
only
 39% of the total Respondents got awareness about Honda Dio by their friends and
relatives. This shows the dominance of recommendation to buy something=
 Respondents came to know about Dio through television (40%) and around 35 %
were by other sources
 It was found that 48% of the respondents using Dio from last year and 32% of the
respondents using from past two years.
 Respondents influenced by brand image and fuel efficiency of Honda Dio 39% and
25% respectively
 47% of the total respondents bought their Dio by self-financing
 Majority of 60 respondents feels that the price of Dio is worth of money
 52% of the respondents use their Dio for their personnel purpose
 Only 3% of the total respondents were dissatisfied with the features of the scooter but
42% were satisfied
 Only 4% of the total respondents dissatisfied with the pickup but 44% of them were
rated as excellent
 47% of the respondents rated Dios road grip as excellent but only 2% rated as insolvent
 71% of the respondents rated Honda Dios appearance as magnificent and 25% of
them rated as superb
 59% of the respondents rated Honda Dios riding comfort as superior and only 6% of
them rated as deficient
 Majority of the respondents fall in love with the Dios style and looks so 38% of them
voted for its style
  Only 4% of the respondents were still not satisfied with the performance but 48% of
the respondents were rated as excellent
 48% of the total respondents were highly satisfied towards Honda Dio but only 3 of
them were dissatisfied
 41 respondents were pretty satisfied towards after sale service provided by Honda
 Majority of 35% of the respondents will strongly recommending to others but 10 of
them were not.

5.2 SUGGESTIONS

 The dealer is required to provide discount on cash purchase. The company/ showroom
may give special offers to the students at the time of booking.
 Company should maintain quality of after sale services to impress the customers
 The company has to initiate psychological retain techniques like sending birthday,
anniversary wishes to the present customers.
 The company should also try to give certain offers to the dealer so as improve his
efficiency in the selling the Honda Dio products which other company also give to
their dealer.
 As television as the common media for advertising frequent advertisement must be
shown in local city cable.
 The company should provide the warranty for some parts like clutch plates mark.
 The dealer is promotional strategy should provide test rides in colleges and after some
special gifts like diaries pens, bags etc.
 The dealer is required to maintain all colors of Honda Dio Sport at all time & it is
available to customer at right him.
 To come with different color of the scooters with new models.
 Honda Dio Company should take of resale value of scooter
 All spares, accessories should be available at the service stations on proper time.
 To improve the design for wheels for a better road with and safety driving.
5.3 CONCLUSION
Bangalore is a silicon city, metropolitan city there is always hike for the automotive and
automobile industry thousands of two wheelers bought and sold every day. Honda Dio got all
the positive response from the customers by its UN beatable style and worthy price made it to
the peak. Majority of the Honda Dio users are youths so we can call it as a youth favorite.

Customers in this area choose scooter according to their lifestyle. For example, the
customers had to pass through several traffic signals and traffic jams so in this type of
conditions scooter is much better than a scooter hence there is always high demand for the
scooters in Bengaluru. This has fostered the entry of new variety of scooters available
nationwide to flourish in this market. This has enhanced the competition in automotive
market but Honda Company with stood this competition by rating in the market share to be
highest by launching new Honda Dio in Indian Market. And retaining its brand image. The
results of the survey conducted showed that majority of the customers are satisfied towards
Honda Dio. It satisfies all the needs and expectations of customers. Finally, I would conclude
that Honda Dio is more eye catching. More refined and more User friendly, it is whole lot of
enjoyable to drive than anything else in the compact Scooter category.
 BIBLIOGRAPHY

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http://dhruvdeshhonda.co.in/about-us/

http://www.autocarpro.in/search?utf8=%E2%9C%93&query=honda+dio&per_page=10&
sort=recent

https://en.wikipedia.org/wiki/Honda_Dio

https://auto.ndtv.com/honda-bikes/dio
 ANNEXURE

QUESTIONNAIRE

Name :

Address :

Gender

Male [ ] Female [ ]

Age

Below 20 [ ] Between 20-30 [ ]

Above 30 [ ]

Marital status

Married [ ] Unmarried [ ]

Educational Qualification

S.S L.C [ ] PUC [ ]

Graduate [ ] Post Graduate [ ]

Others Specify

Occupation

Professional [ ] Business [ ]

Govt service [ ] Student [ ]

Others Specify
Monthly income

Less than 12,000 [ ] 12,000-18,000 [ ]

18,000-29,000 [ ] 29,000 above [ ]

How do you come to know about Product?

Advertisement [ ] Friends and relatives [ ]

Observation [ ] Brand image [ ]

Publicity [ ]

If you have come to know through advertisement, please name of the media.

Television [ ] Newspaper [ ]

Magazines [ ] Others [ ]

For how long do you own Honda Dio?

One Year [ ] Two years [ ]

Three years [ ] Don’t know exactly [ ]

What made you to buy this Honda Dio?

Brand Image [ ] Durability [ ]

Fuel efficiency [ ] Low maintenance [ ]

What is your source of finance?

Bank loan [ ] Financing company [ ]

Self-financing [ ] any other [ ]

What is your opinion about price of Honda Dio?

Worth [ ] Reasonable [ ]

Low [ ] High [ ]

For what purpose, do you use your scooter?

Office purpose[ ] Personnel purpose [ ]

Joy purpose [ ] Other [ ]

Are you satisfied with the features of your scooter?

Satisfied [ ] Somewhat satisfied [ ]

Dissatisfied [ ] Very satisfied [ ]

What do you think about Honda Dio’s pickup?

Excellent [ ] Good [ ]

Satisfactory [ ] Worst [ ]

What do you think about Honda Dio’s Road grip?

Excellent [ ] Splendid [ ]

Adequate [ ] Insolvent [ ]

The appearance of the Honda Dio

Magnificent [ ] Superb [ ]

Delighting [ ] Ordinary [ ]
What do you think about Honda Dio’s Riding Comfort?

Superior [ ] Satisfactory [ ]

Pleasant [ ] Deficient [ ]

In what way Honda Dio is suitable to you?

Mileage [ ] Engine capacity [ ]

Stylish [ ] Comfortable [ ]

What do you think about Honda Dio’s overall performance?

Excellent [ ] Very Good [ ]

Good [ ] Average [ ]

Below Average [ ]

What is your level of satisfaction?

Highly satisfied [ ] Satisfied [ ]

Average [ ] Dissatisfied [ ]

Highly dissatisfied [ ]

What is your opinion about after sale services?

Highly satisfied [ ] Satisfied [ ]

Average [ ] dissatisfied [ ]

Would you recommend to buy Honda Dio to others?

Definitely [ ] Probably [ ]

Might or Might not [ ] Definitely Not [ ]

Any suggestion to Company for providing better service to customers

…………………………………………………………………………………………………
…………………………………………………………………………………………………
…………………………………………………………………………………………………

Thank you for the time you have spared for the interview. Your suggestions will enable
service providers to improve and enhance their services to suit their customer’s requirements.
 A€HARYA
I l'siST ITUTES
ACHARYA INSTITUTE OF TECHNOLOGY
DEPARTMENT OF MBA
INTERNSHIP WEEKLY REPORT (16MBAPR407)

Name of the Student: Bharath N

Internal Guide: Prof. Archana Vijay
USN No: l AYl6MBA12
Specialization: Finance and Market

Title of the Project:A SNdy On Customer Satisfaction Towards Honda Dio

‘’ Company Name: Dhruvdesh Honda

External Internal
Wah Worh undertaken Guide Guide
Signature Signature
15-01-18 to Orientation with the company. Collection of
20-01-18 secondary data relating to industry and
organization.

22-01-18 to Orientation with functional department of the 2

27-01-18 organization and detailed study of department.

29-01-18 to Finalization of problem area of the study and 3

03-02-18 finalization of research objectives and
methodology.

05-02-18 to Finalization of data collection questionnaire 4

10-02-18 instruments and formats. Etc...

12-02-18 to Collection of primary data fom the restaurants by 5

17-02-18 administrating the questionnaire.
19-02-18 to Discussion with the external guide and internal 6
24-02-18 guide. Formation of hypothesis. Classification and
analysis of collected data.

26-02-18 to Compilation of research data and interpretation of 7 '

0.3-fl3-l 8 data.

05-03-18 to Data analysis and Finalization Of report. 8

10-03-18

12-03-18 to Finalization of project report and approval of draft 9

17-03-18 by company and college guide.

19-03-18 to Report submission to the 10

24-03-18 Institution.

HOD

a nt
Ach