AA

,.., ,.-fORIZED DEALERS FOR YAMAHA INDIA MOTORS PVT LTD

Date: 26.03.2018

TO WHOM SO EVER IT MAY CONCERN

Project certificate

This is to certify that Mr. Punith S, USN:1AY16MBAS2,a student of Acharya

Institute of Technology has successfully completed his 10 weeks internship

from 15/01/2018 to 24/03/2018 in Bangalore Whees

As the details were provided from the organisation for the establishment of

the project titled "A Study On Customer Satisfaction Towards Yamaha Bikes"

with the respect to partial fullfillment of requirements of MBA of VTU during

the period of internship program with us, he was found punctual and

inquisitive.

# 1016/1, mani complex, 1st Main, Dr.Rajkumar Road, 4th Block, Rajajinagar, Bangalore-560010
Phone:+91 8073730542, Fax: +91 8023119598
 ACHARYA INSTITUTE
OF TECHNOLOGY
(Affiliated to Visvesvaraya Technological University, Belagavi, Approved byAICTE, New Delhi and Accredited byNBA and NAAC)

Date: 25/05/2018

CERTIFICATE

This is to certify that Mr. Punith S bearing USN 1AY16MBA52 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 Yamaha
... Bikes" at Bangalore Wheels, Bangalore is prepared by him under the
guidance of Prof. Arundathi K L in partial fulfillment of the requirements
for the award of the degree of Master of Business Administration,
Visvesvaraya Technological University, Belagavi, Kamataka.

Signature of Internal Guide Sigp.atqre of HOD

M8CI of the Depertmen
f
rJepartnl'et t f f A
Acharya ln~tituts uf Tocllnology
Sotdevanahi11, S.galore--5&0 10i

~~~,r
k
Signature of Principal
PRiNCIPAL
ACHARYA INSTiTtiTf CF TEvni~OLOGY
Solcf:vanahc;! 1J 8, i''" '·l··~~-560 107

Acharya Dr. Sarvepalli Radhakrishnan Road. Soladevanahalli. Acharya PO .. Bangalore 560 107. Karnataka.lndia • 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
 DE CLARA TIO~

I, PUNITH S bearing USN I A Y 16MBA52 hereby declared that the project report entitled "
Consumer Satisfaction towards yamha bikes" with reference to " Bangalore wheels" prepared by
me under the guidance of Prof. Arundathi,K L faculty of MBA Department, AIT and external
assistance by mr.Surendranath .General Manager-Bangalore wheels. 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 I Institution.

Place: Bengaluru
~
Signaf .He of the Student

Date: ~~ l0 S IL ~
 ACKNOWLEDGEMENT

Success in any activity is achieved not 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, Department of MBA, 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.
surendranath, general manager,under whose guidelines this study was done.

I express my deep sense of gratitude to Prof. Arundathi K L, 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.

PUNITH S

(1AY16MBA52)
 TABLE OF CONTENTS

CHAPTER CHAPTERS PAGE

NO. NO.
EXECUTIVE SUMMARY 1
1 INTRODUCTION
1.1 introduction 3
1.2 Industry Profile 3-4
1.3 Company profile 4-5
1.4 Vision, Mission , Goals and Quality policy 5
1.5 Product and Service Profile 6-15
1.6 Area of Operations 16

1.7 Insfrastructure facilities 16

1.8 Company competitors 17

1.9 Swot Analysis 17-18
2.0 Future growth and prospects 18
2.1 Financial statements 19-20

2 THEORETICAL BACKGROUND AND LITERATURE

REVIEW
2.1 Theoretical background 22
2.2 Review of Literature 22-26

3 RESEARCH DESIGN
3.1 Statement of Problem 28
3.2 Need for the study 28
3.3 Objective of the study 28
3.4 Scope of the study 29
3.5 Research Methodology 29-30
 3.6 Limitations of the study 30

4 DATA ANALYSIS AND INTERPRETATION 32-55

5 SUMMARY OF FINDINGS, SUGGESTIONS AND
CONCLUSION
5.1 Findings 57
5.2 Suggestions 58
5.3 Conclusion 58-59
BIBLIOGRAPHY
ANNEXURE

LIST OF TABLES

TABLE TITLES PAGE NO.

NO.

4.1 Table showing Age group of the respondents. 32

4.2 Table showing Monthly income. 34

4.3 Table showing Occupation 36

4.4 Table showing the color of Yamaha bike. 38

4.5 Table showing Customer knowing about Yamaha bikes 40

4.6 Table showing Customer opinion about Yamaha . 41

4.7 Table showing the first owner of the bike 42

4.8 Table showing the Factors considering after the first service. 43

4.9 Table showing the Customer opinion after many service. 44

4.10 Table showing Buying influence of customer. 46

4.11 Table showing Price opinion of respondents on Yamaha bikes 47

4.12 Table showing Customer satisfaction about the technology of Yamaha. 48

4.13 Table showing Performance of the Yamaha bikes 49

4.14 Table showing is yamaha bikes suitable for off road journey 50

4.15 Table showing Any problem in Yamaha bikes . 51

4.16 Table showing expectation from the service center 52

4.17 Table showing Convenient timing of service station 53

4.18 Table showing About the service provider listens to the complaints. 54

4.19 Table showing greeting of customers by employees and staff\ 55

Balance sheet 19-20

 LIST OF GRAPHS

GRAPH. TITLES PAGE NO.

4.1 Graph showing Age group of the respondents. 33

4.2 Graph showing Monthly income. 35

4.3 Graph showing Occupation 37

4.4 Graph showing the color of Yamaha bike. 39

4.5 Graph showing Customer knowing about Yamaha bikes 40

4.6 Graph showing Customer opinion about Yamaha . 41

4.7 Graph showing the first owner of the bike 42

4.8 Graph showing the Factors considering after the first service. 43

4.9 Graph showing the Customer opinion after many service. 45

4.10 Graph showing Buying influence of customer. 46

4.11 Graph showing Price opinion of respondents on Yamaha bikes 47

4.12 Graph showing Customer satisfaction about the technology of Yamaha. 48

4.13 Graph showing Performance of the Yamaha bikes 49

4.14 Graph showing is yamaha bikes suitable for off road journey 50

4.15 Graph showing Any problem in Yamaha bikes . 51

4.16 Graph showing expectation from the service center 52

4.17 Graph showing Convenient timing of service station 53

4.18 Graph showing About the service provider listens to the complaints. 54

4.19 Graph showing greeting of customers by employees and staff\ 55

 LIST OF FIGURES

1.1 YAMAHA FASCINO 6

1.2 YAMAHA FZ25 7
1.3 YAMAHA YZF R14 7
1.4 YAMAHA RFZ R15F 8
1.5 YAMAHA RAY Z 9
1.6 YAMAHA FZ FI 10
1.7 YAMAHA FAZER FI 10
1.8 YAMAHA FZ 11
1.9 YAMAHA YZF R3 12
1.10 YAMAHA SZ-RR 13
1.11 YAMAHA ALPHA 13
1.12 YAMAHA FZI 14
1.13 YAMAHA FZS 15
 EXECUTIVE SUMMARY

Project report on “A study on customer satisfaction towards Yamaha”. Before internship there

are many questions in mind and internship helped to clear all those questions and doubts.

To know the satisfaction level of customers towards Yamaha bikes, to learning the level of

customer satisfaction, to understand the various factors which give customer satisfaction after

the buying of bikes, to assess the reasonable period taken to delivery service at Bangalore

wheels. to understand about Yamaha bikes with regard to the specific customer opinion, To

assess the satisfaction of the customer towards Bangalore wheels.

The marvelous evolution of Indian economy helped the development of two wheeler market.

As of now more and more and more organizations came to the Indian market with progressive

technology. They gave equal important to safety, design, performance and durability. Yamaha

is able to compete with them in all these fields and it has a good and reliable brand image in

the mind of the customer.

1
 CHAPTER – 1
INTRODUCTION

2
1.1 INTRODUCTION

My internship project report is on the topic ‘A study on customer satisfaction towards Yamaha

bike’. I have completed my internship in Bangalore wheels. (Yamaha bike showroom).

previous to my internship in Bangalore wheels, there having many questions were in my mind

regarding the how the showroom manages the customer, and also the questions about the

Yamaha bikes are satisfying the customer.

The internship provides a realistic advantage to the college student. To gain the knowledge and

experience towards the chosen matter. Internship presents how theoretical knowledge which

observes on the working field.

1.2 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 powertrain 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 Scotiabank. 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.

3
History of the automobiles:

History of the automobile industry first origin in the year 1769 it was the formation of steam

engine. In the year 1806 the very first case powered by an inside combustion engine running

on gas fuel arrived in 1885 introduction of ubiquitous modern gasoline or petrol filled internal

combustion engine, In the 20th century first introduced the power electric cars.

History of the bikes era begins in the 2nd semi of the 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.

1.3 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.

Predecessor - YAMAHA MOTOR PVT LTD.

Headquarters(HQ) - Iwata and Japan

Key persons - Hiroyuki Yanagi

4
Product - Automobiles

Returns - 410.4 Billon JPY

Net income - 22.9 Billion JPY

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.

5
1.5 PRODUCT AND SERVICE PROFILE

Figure 1.1 Yamaha fascino:

Specifications:

• 66-KM 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.

• Front and rear break type dump.

6
Figure1.2Yamaha Fz25:

Specifications:

• 43-KM per ltr.

• 249 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 meter.

Figure1.3Yamaha YZF R14:

7
Specifications:

• 40-KM per ltr.

• Kind: bike

• 149 CC bike.

• Top speed is 131 KMPH

• Power 16.8 per sec.

• 8500 revolution for each minute.

• Engine kind: Air-cooled, four-stroke, four-valve, Liquid-Cooled Single Cylinder

• Brakes :front and rear disk.

• Best in mileage.

• Analog meter.

Figure1.4 Yamaha RFZ R15F:

Specifications:

• 45-KM per ltr.

• Kind: motorcycle

• 149 CC bike.

• Top speed is 130KMPH

• Power :16.8 per sec.

8
• 8500 revolution per minute.

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

• Brakes :front and rear disc.

• Best mileage.

• analog meter

Figure1.5 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 meter

9
Figure1.6 Yamaha FZ FI:

Specifications:

• 45-KM per ltr.

• Kind: motorcycle.

• 149 CC.

• High speed is 112KMPH.

• Power :13.8 per sec.

• 8000 revolution per minute.

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

• Brakes :front disc and rear drum.

• Best mileage.

• analog meter

Figure1.7 Yamaha Fazer FI:

10
Specifications:

• 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.

• Brake:front disc and rear drum.

• Best mileage.

• Analog meter.

Figure1.8 Yamaha :

Specifications:

• 51 KM per ltr.

• Kind: motorcycle.

• 149 CC bikes.

• high speed is 107KMPH.

• Power 13.1 per sec.

• 8500 revolution per minute.

11
• Engine kind: Air-cooled single cylinder, four-stroke, two-valve.

• Brakes:front disc and rear drum.

• Best range.

• Analog meter.

Figure1.9 Yamaha YZF R3:

Specification

• 24 KM per ltr.

• Kind :motorcycle.

• 321 CC bike.

• High speed is 188KMPH.

• Power 41.4 BHP.

• 17500 revolution per minute.

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

• Brakes: front disc and rear disc.

• Analog meter.

12
Figure1.10Yamaha 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.

Figure1.11 Yamaha Alpha:

13
Specifications:

• 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.

• Analog meter

Figure1.12 Yamaha FZI:

Specifications:

• 21 KM per ltr.

• Kind: motorcycle.

• 998 CC bikes.

• High speed is 255KMPH.

• Power 148 BHP.

14
• 11000 revolution per minute.

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

• Brakes :front disc and rear disc.

• Digital meter.

Figure1.13 Yamaha Fz:

Specifications:

• 50 KM per ltr.

• Kind: motorcycle

• 153 CC bikes.

• High speed is 117KMPH

• Power 14 per sec.

• 7500 revolution per minute.

• Engine kind:Air-cooled, single cylinder, four-stroke.

• Brakes: front disc and rear drum.

• Best range.

• Analog meter.

15
1.6 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. SINGAPOOR.

1.7 INSFRASTRUCTURE FACILITIES

BANGALORE WHEELS has a modern showroom to the sell Yamaha bikes and equipped

workshop to provide service. Bangalore wheels is authorized dealership with the Yamaha

motor private limited. Today Bangalore wheels has expanded with showrooms.

• Modern fast class audio visual in the waiting room

• Good large discussion room.

• Test drives are provided.

• Display board are provided

16
1.8 COMPANY COMPITATORS

• HERO.

• Honda.

• Bajaj.

• TVS .

• Royal Enfield.

1.9 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.

✓ 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 are entirely costly

✓ Street safety is less.

✓ Extra parts of the Yamaha motorcycles are costly.

17
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.

1.10 FUTURE GROWTH AND PROSPECTS

The Bangalore wheels 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. The Bangalore Wheel aims to provide a higher level of customer satisfaction and
good service to customers

18
1..11 FINANCIAL STATEMENT

Period Ending 12/31/2017 12/31/2016 12/31/2015

Current Assets
Cash And Cash
156,634,000 135,525,000 107,617,000
Equivalents
Short Term
- - -
Investments
Net Receivables 313,851,000 292,132,000 279,415,000
Inventory 307,628,000 294,289,000 310,768,000
Other Current
76,905,000 72,997,000 103,607,000
Assets
Total Current
855,018,000 794,943,000 801,407,000
Assets
Long Term
188,620,000 150,915,000 105,027,000
Investments
Property Plant
347,997,000 350,668,000 341,075,000
and Equipment
Goodwill - - -
Intangible
11,173,000 8,658,000 7,518,000
Assets
Accumulated
- - -
Amortization
Other Assets 13,037,000 13,592,000 50,209,000
Deferred Long
Term Asset 13,035,000 12,516,000 12,362,000
Charges
Total Assets 1,415,845,000 1,318,776,000 1,305,236,000
Current
Liabilities
Accounts
154,689,000 143,789,000 145,087,000
Payable
Short/Current
Long Term 353,490,000 364,381,000 410,147,000
Debt
Other Current
142,578,000 135,440,000 124,139,000
Liabilities
Total Current
502,153,000 474,621,000 540,620,000
Liabilities
Long Term
162,569,000 181,960,000 150,295,000
Debt
Other Liabilities 85,891,000 86,790,000 82,621,000
Deferred Long
Term Liability - - -
Charges
Minority
42,430,000 41,238,000 40,910,000
Interest
Negative
- - -
Goodwill

19
Total Liabilities 750,613,000 743,371,000 773,536,000
Stockholders'
Equity
Misc. Stocks
Options - - -
Warrants
Redeemable
- - -
Preferred Stock
Preferred Stock - - -
Common Stock 85,797,000 85,797,000 85,782,000
Retained
513,182,000 434,361,000 390,559,000
Earnings
Treasury Stock -50,839,000 -60,703,000 -60,249,000
Capital Surplus 74,662,000 74,712,000 74,698,000
Other
Stockholder -50,117,000 -59,989,000 -59,540,000
Equity
Total
Stockholder 622,802,000 534,167,000 490,790,000
Equity
Net Tangible
611,629,000 525,509,000 483,272,000
Assets

20
 CHAPTER – 2
CONCEPTUAL BACKGROUND AND LITERATURE
REVIEW

21
2.1 THEORECTICAL BACKGROUND OF THE STUDY

It is the study to attract the customers towards the Yamaha showroom by satisfying the
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.

2.2 REVIEW OF LITERATURE

Ajzen & Hassn (1991).

In this study this function is one of the most familiar of Sidgwick, the practical is really based

on the moral theory of utilitarianism, in this study of customer satisfaction the consumers

behavior is entirely based on usefulness function when the choice rotates around the amount

discomfort or pleasure in carries.

22
Bhatnagar (2000).

In the findings of the author has inspected that the consumers satisfaction many time influenced

by the availability of consumer goods and services,the delivery of quality buyers goods and

service has established a major concern of all trades. Consumer satisfaction is typically known

as a post-consumption finding judgment concerning an exact goods or service.

Bousch & Homer (1988).

In this findings Author designed about the trustworthy buyers satisfaction. True customers are

those who buys same brand goods in their shopping everytime. They never bothered about

the value because they knew about quality will be maintained according to the price of the

product. A faithful customer is more important than 10 new customers to the company.

Csikszentmihalyi (2000).

In this findings of the author inspected that there are a connection between brand structure and

the consumer satisfaction about the product. It is agreed because if the grade of consumer

increase, the brand price increase and the degree of consumer satisfaction reduce then usually

brand value will reduce. It is related to each other.

Dailey & Fmi (2000).

In the findings, author has inspected that evaluation reduced that the consumption experience

was at smallest as better as it was supposed to be in the customer's attitude towards the product.

D’essenc (2001).

In this study, the author has studied about the position of the consumer attitude, Which is very

significant in gaining the customers, and this procedure is also known as the customer

relationship management.

23
Donthu & Garcia (1999).

In this study ,the author has well-defined that the influencing the buying process of the

customers, for eg, friends, relatives, media, and ads. These kinds of factors impact the customer

to buy the products. These are the solid forces which make potential buyer.

Harrison & Albertsons (2001). In this study , we can sign the worth of consumer’s response

to the assessment of the perceived discrepancy between past expectations and the definite

performance of the goods and services as perceived after its consumption.

Heng patrick & Low kim (2006).

In this study,the author has analyzed that buyers satisfaction is influenced by the obtainability

of consumer goods and services, The provision of excellence of buyers service has developed

a main. the worry of all businesses. Consumer satisfaction is naturally defined as a post-

consumption evaluative ruling concerning a exact goods or service.

Hoffman & Novak (1996).

In this study, the author has examined the grade of consumer prospects toward a exact brand.

Hence the consumer prospects differ from one brand to another. So, we have to sort out our

customer expectations.

Hsiao H L (2010).

In this study, The author has examined the post-acquisition attitude of client.in the time of

purchase buyers boldness is positive but after the purchase, the attitude may turn into an

negative and then it primes to dissatisfaction.

Kim & Karpova (2010).

In this study, the author had explained the publicity skills to the sellers to gain the new

customers to improve the sales volume. If the volume of the sales increases than mechanically

profit will also increase.

24
Lorek (2001).

In this study ,the author has provided a meaning for ‘consumer’ upon two approaches: With

the location to trustworthiness, “A consumer is the being who measures the quality of the

products and services” and on the process-oriented approach, “the customer is the existence or

group that obtains the effort output”.

Mcgraw Hill (1999).

In this study, the author has examined the buying behavior of buyer which helps to make selling

plans from the seller or from the company and he defines gratification as, “The buyer’s

cognitive state of being sufficiently or inadequately rewarded for the expenses undergone”

Mohammad Amin (2009).

In this study,the author has examined the psychological factors convincing in fulfillment of the

product and services. The summary psychological state results in when the reaction

surrounding disconfirmed prospects is coupled with. consumers’ prior feelings about the

investing experience.

Mowen & Minor (1998).

In this study authors have examined the association between the product selections and the new

product development course. Authors have also examined the major key subjects in the course

of new creation presentation process.

Monroe & Dodds, (1988).

In the study the authors have examined the success issues of the product launch and tactics.

outlines and marketing are to be done while making product launch to the market. Authors also

studied about the product putting, targeting for the success and innovativeness of the product

presentation.

25
Quelch & Klein (1996).

In the study,the authors have studied about the unsafe factors which are complex in the new

product introduction with reference to the IBM AS/400 products. Authors also deliberate about

the pre-launch and post-lunch policies for the goods do well in the market.

Raman Swati & Radhika Neela (2005).

In this study,the author has inspected about the product launch of the medicinal product to the

market. Strategic grounding for the launch and work in a loan for the launch of the formation

are important for the new product presentation course. Author has also inspected the insight

change about the goods in market and potentials of changing the perception to the product.

Roy Subhadip (2005).

Has provided an exhaustive segment wise commentary on the subject. He has also dealt with

the role of nationwide and international consumer organizations in consumer protection.

Thathoo Rahul & Kacheria Rahil (2007).

In this study the author has Studied argued that now a days businesses hope to reach

profitability more quickly, and faster way to reach universal brand awareness is through online

channels.

Torkzadeh & Dillion (2010).

The book exposes the main subjects in customer law and summarizes the standards governing

and they have also reflected the rules of governing customer contacts and policies minimizing

these rules.

26
 CHAPTER – 3
RESEARCH DESIGN

27
3.1 STATEMENT OF THE PROBLEM.
A Study on “CUSTOMER SATISFACTION TOWARDS YAMAHA BIKES”
The topic is designed to improve customer satisfaction towards product and services at
Banglore Wheels. The research is also directed towards finding various factors causing
satisfaction and dissatisfaction towards the various services rendered by BANGALORE
WHEELS OF YAMAHA BIKES. How can company could improve its marketing strategies
to improve the customer satisfaction level.
3.2 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

3.3 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.

28
 3.4 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
satifaction towards Yamaha.
• The study is concerned only with Yamaha buyers.
3.5 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 used descriptive research design to the conduct a

survey on customer satisfaction towards the Yamaha bikes at bangalore wheels.

Sampling plan:-

➢ Sample size

It is considered as a part of the population from Bangalore city at Bangalore wheels (Yamaha

bikes showroom) and the sampling size is 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.

29
➢ 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.

Tools used for sampling:

Graphical percentage analysis.

Data collection method:

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

Primary data:

The primary data are collected from Yamaha bikes users who has purchased their vehicles

from the banglore whells 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. The questions are in the

form of both open ended and close ended.

Secondary data:

The secondary information will be collected by the help of yamaha showroom brochure,

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

organization.

3.6 LIMITATION OF THE STUDY

• Less number of respondents is taken for the study.

• Lack of response by th

• 2e respondents to the study.

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

• It is just determined only in the Bangalore.

30
 CHAPTER – 4
ANALYSIS AND INTERPRETATION

31
Age group of the respondents.
Table no. 4.1 Age group of the respondents.

Particulars(age) No. of respondents Percentage(%)

18-20 25 25

20-35 44 44

35-50 20 20

50 above 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.

32
Chart number:4.1 Age group of the respondents.

50

45

40

35

30

25

20

15

10

0
18-20 20-35 35-50 above50

Respondents Percentage

Interpretation:

In the above table out of the 100 respondents, the majority of the respondents are in the age

group of 20-35 years.

33
Table no 4.2 Monthly income.

Monthly income(MI) No. of respondents Percentage(%)

Rs7500 – 10000 7 7

Rs10000 – 20000
43 43

Rs20000 – 30000 35 35

Rs30000 above 15 15

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.

34
Chart no 4.2 Monthly income.

50

45

40

35

30

25

20

15

10

0
7500-10000 10000-20000 20000-30000 30000above

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.

35
Table no. 4.3 Occupation.

Occupation No. of respondents Percentage(%)

Student 46 46

Business 20 20

Profession 17 17

Employes 13 13

Other 4 4

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%.

36
Chart no. 4.3 Occupation.

RESPONDENTS
50 46
45
40
35
30
25
20
20 17
15 13

10
4
5
0
student business profession employes others

respondents

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.

37
Table no. 4.4 The color of Yamaha bike.

Colour No. of respondents Percentage(%)

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.

38
Chart no. 4.4 The color of Yamaha bike.

respondents
35

30

25

20

15

10

0
red black silver blue ash

respondents

Interpretation:

Most of the clients are interested in purchasing the black and silver color bike.

39
Table no. 4.5 Customer knowing about Yamaha bikes.

Particulars No. of respondents Percentage(%)

Friends 45 45
Advertising 25 25
Media 25 25
Other 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. 4.5 Customer knowing about Yamaha bikes.

RESPONDENTS
respondents
45

25

25

FRIENDS ADVERTISING MEDIA OTHERS

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.

40
Table no. 4.6 Customer opinion about Yamaha .

Opinion No. of 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 no. 4.6 Customer opinion about Yamaha .

respondents
respondents

45
40
35
30
25
20
15
10
5
0
excellent good satisfactory poor

Interpretation:

Most of purchaser are giving the excellent opinion with their experience in the bangalore

wheels .

41
Table no. 4.7 The first owner of the bike.

Particulars No.of respondents Percentage(%)

Yes 80 80

No 20 20

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. 4.7 The first owner of the bike.

Series 1
90

80

70

60

50

40

30

20

10

0
yes no

Series 1

Interpretation:

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

42
Table no. 4.8 Factors considering after the first service.

Opinion No. of respondents Percentage(%)

Very unsatisfied(VU) 7 7

Unsatisfied(U) 8 8

Neutral(N) 25 25

Satisfied(S) 27 27

Very satisfied(VS) 33 33

Total 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. 4.8 Factors considering after the first service.

respondents
35

30

25

20

15

10

0
very unsatisfied unsatisfied neutral satisfied very satisfied

respondents

Interpretation:

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

43
Table no. 4.9 Customer opinion after many service.

Opinion No.of respondents Particular

Excellent(E) 55 55

Good (G) 30 30

Fair (F) 10 10

Poor(P) 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.

44
Chart no. 4.9 Customer opinion after many service.

RESPONDENTS
respondents

60

50

40

30

20

10

0
excellent good fair poor

Interpretation:

Most of the customers are giving excellent for bike after many services.this shows that

company is providing consistence in quality services.

45
Table no.4.10 Buying influence of customer

Particulars No.of respondents Percentage(%)

Brand image 15 15
Durability 13 13
Fuel efficiency 10 10
Low maintainence 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.4.10 Buying influence of customer

respondents
40
35
30
25
20
15
10
5
0
brand image durability fuel efficiency low pick up
maintainence

respondents

Interpretation:

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

46
Table no.4.11 Price opinion of respondents on Yamaha bikes.

Opinion No. of respondents Percentage (%)

Highly unsatisfied(HU) 8 8

Unsatisfied(U) 13 13

Neutral(N) 20 20

Satisfied(S) 40 40

Highly satisfied(HS) 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.4.11 Price opinion of respondents on Yamaha bikes.

respondents

highly satisfied

satisfied

neutral

unsatisfied

highly satisfied

0 5 10 15 20 25 30 35 40 45

respondents

Interpretation:

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

47
Table no.4.12 Customer satisfaction about the technology of Yamaha.

Satisfaction No. of respondents Percentage(%)

No 25 25

Yes 75 75

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.4.12 Customer satisfaction about the technology of Yamaha.

respondents

25%

75%

no yes

Interpretation:

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

48
Table no. 4.13 Performance of the Yamaha bikes

Opinion No.of respondents Percentage(%)

Highly satisfied(HS) 53 53

Satisfied(S) 33 33

Unsatisfied(US) 8 8

Highly unsatisfied(HU) 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. 4.13 Performance of the Yamaha bikes

respondents

60

50

40

30

20

10

0
highly satisfied satisfied unsatisfied highly satisfied

Interpretation:

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

49
Table no.4.14 is yamaha bikes suitable for off road journey.

Opinion No. of respondents Percentage

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.4.14 is yamaha bikes suitable for off road journey.

respondents

100%

70
50%
30

0%

yes
no

respondents

Interpretation:

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

50
Table no. 4.15 Any problem in Yamaha bikes .

Particular 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. 4.15 Any problem in Yamaha bikes .

RESPONDENTS

yes

no

Interpretation:

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

the bikes.

51
Table no.4.16 expectation from the service center.

Particular No. of respondents Percentage(%)

Reasonable Charges(RC) 15 15

Trust and Care (TC) 30 30

Professional Quality Service(PQ) 20 20

Immediate Delivery(ID) 28 28

Other specify 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.4.16 expectation from the service center.

RESPONDENTS
30

25

20

15

10

0
reasonable trust and care professional immediate other delivery
charges quality service delivery

Interpretation:

Most of the people are expecting trust and care and immediate delivery from service center in

showroom.

52
Table NO.4.17 Convenient timing of service station.

Particular No. of respondents Percentage(%)

Very convenient(vc) 55 55

Convenient(c) 30 30

Inconvenient(ic) 10 10

Very Inconvenient(vi) 5 5
Total 100 100

Analysis:

In the above table we can understand that 55% respondents are very convenient in showroom

timings,30% are convenient, where as 10% are inconvenient and 5% are very inconvenient.

Chart NO.4.17 Convenient timing of service station.

respondents

veryu inconvenient

inconvenient

canvenient

very convenient

0 10 20 30 40 50 60

Interpretation:

Most of the respondents are very convenient in the timings of the Yamaha shrowroom.

53
Table no.4.18 About the service provider listens to the complaints.

Particular No. of respondents Percentage(%)

Yes 90 90

No 10 10

Total 100 100

Analysis:

In the above table we can understand that 90%of servicers will listen to the customers

complaints and 10% will not listen.

Chart no.4.18 About the service provider listens to the complaints.

respondents

yes no

Interpretation:

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

54
Table no.4.19 greeting of customers by employees and staff

Opinion No.of respondents Percentage(%)

Highly satisfied(HS) 53 53

Satisfied(S) 33 33

Unsatisfied(US) 8 8

Highly unsatisfied(HU) 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.4.19 greeting of customers by employees and staff

respondents

60

50

40

30

20

10

0
highly satisfied satisfied unsatisfied highly
unsatisfied

Interpretation:

Most of the customers are highly satisfied with greeting of the customers by employees and

staff.

55
 CHAPTER – 5
FINDINGS, SUGGESTIONS AND CONCLUSION

56
5.1 FINDINGS
The data is collected and tabulated in a graphical chart from the analysis and interference

• 44% of the 20-30age group respontdents are buying the Yamaha bike because that is the

very good bike for younsters.

• The people who are earning 10000-20000 are interested 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 colour 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.

• Aftyer 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 offroad journy.

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

• Yamaha services is reaching the expectations of the customers.

• 73% of the responds is satisfied with the greeting by employees and staff.

57
5.2 SUGGESTIONS:

This report affords a brief image of bangalore wheels 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 customers 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.

5.3 CONCLUSION

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

by the BANGALORE WHEELS Yamaha bike authorized dealer. This study has given a pure

image of what customers feel about the goods and services provided by the bangalore wheels.

We can obviously say that the product satisfies them 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 bangalore wheels Yamaha bike dealer been

serving its customers exceptionally well has created a better image and trust between its

customers with the majority of them being fully satisfied with the showroom goods and

services.

58
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.

59
 BIBLIOGRAPHY

CSIKSZENTMIHALYI (2000). Price Premiums and Buyer Behavior. A journal of Evidence

of the Effect of Trust Building Technology in Electronic.6(7). p 235-243.

DAILEY & FMI (2000). The temporal context of product involvement. A journal of Journal

of Consumer Research.12(5). p 280-285.

D’ESSENC (2001). The theory of planned behavior. A journal of organizational behavior and

human decision processes.50(2). p 179-211.

DONTHU & GARCIA (1999). Retail distribution management. A journal of E-commerce and

consumer culture.63(9). p 485-487.

HARRISON & ALBERTSONS (2001). The theory of planned behavior. A journal of research

methods for business students.41(5). p 201-210.

HENG PATRICK & LOW KIM (2006). The Reasoned Action Approach. A journal of The

ANNALS of The American Academy of Political and Social Science.34(7). p 11-27.

HOFFMAN & NOVAK (1996). A consumer Routines and habits. International Journal of

Academic Research in Business and Social Sciences.23(2). p 1238-1240.

HSIAO H L (2010). Online grocery retailing. A journal of retail and distribution

management.8(5). p 335-352.

KIM & KARPOVA (2010). Marketing and logistics. A journal of Customer Value

Perspective.43(3). p 137-147.

LOREK (2001). Shopping on the Internet. A journal of Nature and Operation of

Attitudes.13(3). p 27-54.

MCGRAW HILL (1999). Relationship Marketing: the strategy continuum. Journal of the

Academy of Marketing Science.67(5). p 252-254.

MOHAMMAD AMIN (2009). Measuring the Involvement Construct. Journal of Consumer

Research.8(3). p 341-352.

MOWEN & MINOR (1998). A Study of Internet Banking Services Adoption in the United

Kingdom. A Journal of Internet Banking and Commerce.15(11). p 176-187.

MONROE & DODDS, (1988). Customer Satisfaction and Loyalty: A PLS Path Modelling

Approach. Journal of Marketing Theory and Practice.24(7). p 221-234.

QUELCH & KLEIN (1996). Involvement in a routine shopping context. British Journal.47(2).

p 21 –29.

RAMAN SWATI & RADHIKA NEELA (2005). Perceived Behavioral Control and Locus of

Control and the Theory. International Journal of Entrepreneurship Behaviour and

Research.32(1). p 28-50.

ROY SUBHADIP (2005). Why Do People Shop? A Journal of Marketing.7(8). p 46-55.

THATHOO RAHUL & KACHERIA RAHIL (2007). Theory of attitude measurement. A

Journal of the Academy of Marketing Science.19(2). p 252-254.

www.yamahamotors.com
www.yamaha.com
www.yamahasports.com
 ANNEXURE
Questionnaires:
Dear sir/madam,

I am PUNITH S, a student in MBA of ACHARYA INSTITUTE OF TECHNOLOGY

BANGALORE. I am required to submit a project in partial fulfillment of the MBA. The

information given by you will be kept confidential.

Respondent’s Name: ……………………………………

.

1. Sex : Male Female

2. Age : 18-20 20-35

35-50 50 above

3. Monthly Income : Rs7500 - 10000 Rs10000 – 20000

Rs20000 - 30000 Rs30000 above

4. Occupation: Student Business

Professional Employed

Other specify: ……………………

5. colour Preference for Yamaha bike

Red Black Silver

Blue Ash

6. How did you come to know about Yamaha bikes

Friend’s Advertisement

Media Others
7. Opion about Yamaha bikes

Excellent Good Satisfactory Poor

Pick up
Riding
Comfort
Road grip
Technology
Maintenance
cost
Overall
performance

8. Are you the first owner of the bike.

o 1) yes
o 2) No _______________specify

9. Rate the following factors you considered after first service

o 1) Very unsatisfied
o 2) Unsatisfied
o 3) Neutral
o 4) Satisfied
o 5) Very satisfied

1 2 3 4 5

a) Charges

b) Reputation

c) Professional service

d) Availability of spare parts

e) Trust and customer care

f) Quality of service
10. Rate the staff on the following factors after service

Excellent Good Fair Poor

11. What made you buy a Yamaha bikes

Brand image Durability

Fuel efficiency Low maintenance

Pick up

12. Your price opinion about Yamaha bike

Highly satisfied

satisfied

neutral

dissatisfied

highly dissatisfaction

13. Are you satisfied with the Technology of Yamaha

1) Yes

2) No

14. Are you satisfied with the performance of Yamaha

1) Very satisfied 2) Satisfied

3) Somewhat satisfied 4) Dissatisfied

15. Is your Yamaha bike good on the off roads

1) Yes

2) No
16. Do you find any problem in Yamaha bike

1) Yes

2) No

17. Your expectation from Yamaha Service Centers

1) Reasonable Charges 2) Trust and Care

3) Professional Quality Service 4) Immediate Delivery

5) Other specify ……………………………………

18. How convenient is the timing of the service station

1) Very convenient 2) Convenient

3) Inconvenient 4) Very Inconvenient

19. Was the service advisor ready to listen to your complaints

1) Yes

2) No

20. rate the level of customer satisfaction towards greeting by employees and staff
1) Highly satisfaction

2) Satisfaction

3) Un-satisfaction

4) Highly unsatisfied
21. Any suggestion to the improvement of Yamaha bikes
…………………………………………………………………………………………
……………………………………………………………………………………………

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.

Date: ……………

Place: …………… ……………………….

(Signature)

Survey conducted by,

PUNITH S
 ~+..
ACHARYA
1::-..l'iTrt L 1 L S
ACHARYA INSTITUTE OF TECHNOLOGY
DEPARTMENT OF MBA
INTERNSHIP WEEKLY REPORT (16MBAPR407)

Name ofthe Student: Punith S

Internal Guide: Prof. Arundhi K L
USNNo: 1AY16MBA52
Specialization: Finance and Market

Title of the Project: A Study On Customer Satisfaction Towards Yamaha Bike

Company Name: Bangalore wheels

External Internal
Week Work undertaken Guide Guide
Signature Signature

5 .~~ ~
15-01-18 to Orientation with the company. Collection of
20-01 -18 secondary data relating to industry and
organization.
"~

sJJ yr
22-01-18 to Orientation with functional department of the 2
27-01-18 organization and detailed study of department.

3~
29-01-18 to Finalization of problem area of the study and
03-02-18

05-02-18 to
finalization of research objectives and
methodology.

Finalization of data collection questionnaire

sJJ 4
10-02-18

12-02-18 to
instruments and fonnats. Etc ...

Collection of primary data from the restaurants by

WUJ 5
~r/
17-02-18 administrating the questionnaire.

0 Ji}?
 .
19-02-18 to
24-02-18
Discussion with the external guide and internal
guide. Formation of hypothesis. Classification and
analysis of collected data.
~» 6b
26-02-18 to
03-03-18
Compilation of research data and interpretation of
data.

~~
?Jv
05-03-18 to
10-03-18
Data analysis and Finalization Of report.

.C~
sJv I

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

~J
17-03-18 by company and college guide.

I~
19-03-18 to Report submission to the

r~~
24-03-18 Institution.

HOD ~
+ju -
Head of the Depan..n .. ~;
Deoartm€nt of MBA
c;1arya.lnstituta of Technolo~r;
oldevanahll1, Batlgalor~560. 10'