CHAPTER I

INTRODUCTION AND DESIGN OF THE STUDY

INTRODUCTION
MARKETING
Hero electric currently has a 400,000 plus customer base in India and operates
700 plus dealerships in the country. Hero electric enjoys a Shopping 36% market
share in the Indian two-wheeler EV market.
Hero electric is a SA 8000 certified organization that is environmentally
conscious,socially responsible and professionally ethical in its business operations.
In the year 1956, the foundation of brand HERO was laid by Late Mr. Dayan
and Munjal with a vision of providing mobility to millions in India. In the following
years, the brand expanded itself enormously in varied fields like Bicycles,
Motorcycles, Healthcare, among others and became the most renowned & trusted
name in India and others parts of the world.
After the family businesses were realigned, Kross Bikes, Hero Exports, and
Mediva came under the umbrella of Hero EcoTech, the business congregates headed
by Mr. Vijay Munjal.
Hero electric is India’s first and largest manufacturer of hero electric 2-
wheelers with hundreds of thousands happy customers and growing.
Hero electric Vehicles Private Limited is an unlisted private company
incorporated on 31 July, 2010. It is classified as a private limited company and is
located in New Delhi, Delhi. Its authorized share capital is INR 52.57 cry and the total
paid-up capital is INR 48.42 cr.
Hero electric Vehicles’ operating revenues range is INR 100 cry - 500 cry for
the financial year ending on 31 March, 2021. It's EBITDA has decreased by -68.74 %
over the previous year. At the same time, its book net worth has decreased by -68.58
%. Other performance and liquidity ratios are available here.

1
 We are quality seekers and a quality conscious entity. Every product
manufactured by us is closely inspected, rigorously tested by quality engineers and
put through 46 stringent quality checks before it reaches our customers.

Description:
The company manufactures and markets hero electric scooters and bicycles
and also engages in export of auto parts

Products & Services:

Nyx, Optima, Photon, Flash Category.

Manufacturer:
The current status of Hero electric Vehicles Private Limited is - Active.
The last reported AGM (Annual General Meeting) of Hero electric Vehicles
Private Limited, per our records, was held on 30 November, 2021. Also, as per our
records, its last balance sheet was prepared for the period ending on 31 March, 2021.
Hero electric Vehicles Private Limited has seven directors - Vijay Munjal,
Gaurav Munjal, and others. The Corporate Identification Number (CIN) of Hero
electric Vehicles Private Limited is U34200DL2010PTC206520. The registered office
of Hero electric Vehicles Private Limited is at 50, Okhla Industrial Estate, Phase III,
New Delhi, and Delhi.

CUSTOMER SATISFACTION
Customer satisfaction suffices the customer. Customer visualizes, perceives
and will have some expectations before making any purchase. If the product meets
customer’s expectations then he is satisfied. Customer will be satisfied when the
product meets the basic needs set and therefore utility of a product is nothing but
consumer’s estimation of products over all capacity to satisfy his needs. Customer
satisfaction is a function of perceived performances and expectations.

2
Dissonance – reducing buying behavior
The customer might experience post purchase dissonance by noticing
disquieting features of product or by hearing favorable things about other product. If
performance of product does not satisfy perceived expectations, the customer is
dissatisfied, where he develops dissonance.

Post purchase satisfaction

When the customer is satisfied or delighted he will be dazzled. If the product
matches the expectations of customer he is satisfied. The customer’s satisfaction is a
function of closeness between the buyer’s product expectation (E) and products
perceived performance (P) S = f (E, P)

Post purchase actions

There is high probability of purchasing the product if the customer care
satisfied. Marketers should take keen interest in handling customer’s dissatisfaction.
Marketer’s job is to understand buyer’s behavior and aim at satisfying customers. The
satisfied customers will have brand loyalty and strong affinity towards the product, so
there is less scope of switching to other brands.

CONSUMER BEHAVIOUR AN OVER VIEW

Consumer behavior is comparatively a new field of study which evolved just
after the Second World War. The seller’s market has diapered and buyer’s market
has come up. This ledto paradigm shift of the manufacturer’s attention from product
to consumer and specially focusedon the consumer behavior.
The evaluation of marketing concepts from more selling concept to consumer
oriented marketing has resulted in buyer behavior becoming an independent
discipline. The growth of consumerism and consumer legislation emphasizes the
importance that is given to the consumer. The heterogeneity among people makes
understanding consumer behavior a challenging task to marketers.
It is broadly the study of individuals, or organizations and the processes
consumers useto search, select, use and dispose of products, services, experience, or
ideas to satisfy needs and its impact on the consumer society.

3
Consumer Motives
Consumer has a motive for purchasing a particular product. Motive is a strong
feeling, urge, instinct, desire or emotion that makes the buyer to make a decision to
buy. Buying motives thus are defined as ‘those influences or considerations which
provide the impulse to buy, induce action or determine choice in the purchase of
goods or service. These motives are generally controlled by economic, social,
psychological influences etc.

STATEMENT OF THE PROBLEM

Two-Wheeler industry is one of the largest industries in the automobile sector
of global market. Being the leader in product and process technologies in the
manufacturing sector, it has been recognized as one of the drivers of economic
growth. An average two-wheeler customer can be described as one who is at active
stage of development of the organization. The difference that exists in income,
literacy and culture make it a difficult task to Point out the two wheeler customers and
his choice of preference. As he is living in an active environment, his needs will keep
getting altered. With high traffic and not so well built roads, bikes are the most
convenient, efficient and cost effective mode of transportation in India. People all
over the country prefer to travel on bikes, which give them utility and cost efficient
mode for transport. When it comes to hero electric scooter, the cost efficiency of these
bikes are even better than normal bikes as there is no fuel consumption in hero
electric scooter and in countries like India where there majority are of middle class
families who cannot afford high fuel prices, hero electric scooter are the solution.
Introduction of e-bikes is a perfect solution to cut costs and energy conversation.
There can be many models of hero electric scooter and customer satisfaction towards
e-bikes decides the fate of e-bikes. In this context, a study of this nature is felt relevant
and an attempt is being made to analyze the customer satisfaction in detail.

4
SCOPE OF THE STUDY
The study aims at finding the customer satisfaction towards e-bikes with
respect to Erode city. The study also aims to find out the customer’s perception
towards hero electric scooter. The study by ascertaining the factors that motivate end
users to purchase hero electric scooter is expected to enable respective companies to
improve their services, sales promotions etc. The study also aims at analyzing the
level of customer satisfaction with respect to the e-bikes and their dealers. Customer’s
expectations are also gauged to help the companies regarding after sales service.

OBJECTIVES OF THE STUDY

1. To find out the factors influencing the purchase of hero electric scooter.
2. To find out the awareness of consumer about hero electric scooter.
3. To know user perception about hero electric scooter.
4. To find the factor influencing the sale of hero electric scooter.
5. To study the level of customer satisfaction for hero electric scooter.

METHODOLOGY OF THE STUDY

To fulfill any task, it is necessary to follow a systematic method. Research
methodology is the main aspect of research studies. The methodology follow by
research is detailed here.

RESEARCH DESIGN:-
The research was of descriptive design aim to procure a clear, complete and
accurate description of the situation.

SAMPLING TECHNIQUES:-
We have adopted non probability sampling technique. In this we have selected
convenience sampling method to collect the primary data. In this method the
respondents are chosen in accordance with the investigators convenience .The total
sample size is 120.
The survey was conducted in Erode district.

5
METHODS OF DATA COLLECTION:-INTERVIEW SCHEDULE DESIGN:-
A good care was taken by the researcher to design the schedule. All the
objectives were taken in to consideration while designing the handout. More of the
closed and few ended questions were asked for the survey.

TYPES OF QUESTION USED

The questions constitute of closed – ended and open – ended once. Open –
ended questions were asked to get the ideas and suggestions from the respondents.
Moreover other than those mentioned in the questionnaire were asked to be specified.
Closed – ended questions included dichotomous, multiple choice and ranking
question. Rating scale was also included.

SOURCE OF DATA
Data in the study are of two types
a. Primary data
b. Secondary data

1. Primary Data:-
Primary data were collected through survey from the consumers using the
questionnaire. Questionnaire helps to understand the performance of the consumers.
Only limited number of data iscollected from the consumers through primary data.

2. Secondary Data:-
Secondary data needed for conducting this research work were collected from
brochures of thecompany and, books and various journals.

STATISTICAL TOOLS:-
The data collected from the consumers during survey are analyzed using
various tools. The tools applied for this study is
 Percentage method

6
PERCENTAGE METHOD:-
The percentage method was extensively used for finding various details. It is used for
making comparison between two or more series of date.

No. of respondents
Percentage Respondents = X 100
Total no. of respondents

LIMITATIONS OF THE STUDY

1. The survey is based on the respondents chosen at random from Erode city.
Hence the results of the study cannot be generalized.
2. The sample size has been restricted to 80 respondents.
3. 3. The respondent’s views and opinions may hold good for the time being
and may vary in future.
4. Also the sample size of 80 may not truly represent whole population.
5. Some of the respondents were not ready to fill questionnaire and some of
them not ready to come out openly.

7
CHAPTER SCHEME
CHAPTER: 1 INTRODUCTION AND DESIGN OF THE STUDY
The chapter deals with Introduction of the study, Statement of the Problem,
Scope of the study, Objective of the study, Research methodology and Limitation of
the Study.

CHAPTER: 2 REVIEW OF LITERATURE

This chapter study the review of literature works under taken in the topic

CHAPTER: 3 OVERVIEW OF THE STUDY

This chapter presents profile of the study

CHAPTER: 4 DATA ANALYSIS AND INTERPRETATION

This chapter deals with analysis and interpretation of the study purpose

CHAPTER: 5 FINDINGS, SUGGESTIONS AND CONCLUSION

This chapter deals with Findings, Suggestions and Conclusion of the study.

8
 CHAPTER II
REVIEW OF LITERATURE

A literature review is a written summary of major works and other materials

on a certain subject. Scholarly journal articles, books, government reports, Web sites,
and other sources may be used in the review. Each source is described, summarized,
and evaluated in the literature review. It is typically included as a separate portion of a
graduate thesis or dissertation.

(Janardan Prasad Kesari, 2019) In his article Developing an aggressive plan for
EV adoption in India and assuring a well-executed implementation is a difficult task
for the government, but it is critical. India’s geography and diversity will bring
challenges that would necessitate smart answers. With the acquisition of four-wheeled
cars for government offices, three-wheeled vehicles, and buses for public
transportation, public procurement is likely to be a major driver of EV growth. The
initial expansion of two- and four-wheeled electric cars is likely to be boosted by
investments from fleet operators such as Ola and Uber, as well as operators of food
distribution services. However, it may take 5-6 years for private EVs to attain
popularity and acceptance

(Akhtar R. & Duasa, J. B. (2015) In his article the major goal of this study is to see
how ECNs and ICNs measure attitudes and how they connect to environmentally
responsible EV PIN. ICNs were found to be negatively associated to green PIN in this
investigation. This suggests that, given their preferences, knowledge of alternatives,
and financial constraints, people are more likely to choose solutions that maximise
utility . When they make the decision to purchase a vehicle, they examine the
vehicle’s fuel efficiency, fuel consumption, and comfort within their limited budget.
They may think about the convenience of recycling or charging batteries for the EV.
As a result, when car makers construct their electric vehicles, they should take this
conclusion into account.

9
Vijaygopal R. (2018) In his article research based on the posited influences of a
specific stereotype of EV owners possibly held by people without experience with
EVs, and the latter’s self-image congruence regarding EV ownership, this research
developed an integrated model of potential determinants of consumer attitude toward
electric vehicles. Both product user SIC and stereotype negativity were proposed as
determinants of both product user SIC and stereotype negativity, as well as exerting
direct impacts on consumer attitude. The association between attitude and willingness
to purchase, as well as interrelationships among the variables, were investigated.
Before and after study participants played a game in which they took the position of
an electric vehicle driver, the model was estimated.

Ardeshiri.A ,& Rashidi, T (2019) In his article the degree to which a new
technology is seen to be superior to an existing technology that is being replaced has a
big impact on people’s decisions about when, how, and how much to adopt it. Studies
on consumer preferences towards EV can be divided into economic and psychological
studies. Discrete choice modeling is the most commonly used methodology in
economic studies which is supported by the theory of utility maximization. The
history of using electric motors for propulsion in electric vehicles (EVs) started with
the history of batteries in early 18th century.

[Dr.SanjeevikumarPadmanaban 2019] In his article Global pollution is increasing,

and every attempt is being made to reduce CO2 emissions and rescue the planet. The
introduction of electric vehicles is one such initiative. Because transportation is one of
the greatest CO2 emitters, it is critical to cut emissions. The government has devised
ambitious plans to bring electric vehicles to the Indian market and keep up with global
trends. An in-depth report on EVs was included in the National Electric Mobility
Mission Plan 2020. India faces a significant hurdle in transitioning from internal
combustion engines to electric vehicles. This will necessitate extensive planning as
well as R&D. To deal with range anxiety, charging infrastructure must be properly
built. It’s critical to establish a strong foundation.

10
[Tamil Arasan, and G Sivakumar 2022] In his article the replacement of internal
combustion engines (ICE) with electric engines will significantly reduce pollution
while also providing a financial benefit to consumers. Many countries have adopted
this technology and are benefiting the environment as a result. The study observed the
advantages and disadvantages of EV implementation in India. Government initiatives,
batteries, industries, and the environment have all been taken into account. Cost of
electric vehicles, efficiency of electric vehicles in India, and demand for electric
vehicles were all taken into account. In India, the usage of electric vehicles is largely
intended to reduce greenhouse gas emissions and oil costs. The government should 13
make the most of the opportunities offered and identify appropriate solutions to the
issues.

(Pritam K. Gujarathi, 2018) In his article The Indian scenario is unique in that the
present market share of electric and plug-in hybrid vehicles is under 0.1 percent.
Almost all cars today rely on fossil fuels for propulsion. These damage the
atmosphere and contribute to global warming by emitting greenhouse gases. The
disparity between petroleum production and demand in the United States is
increasing. India imports almost 70% of the oil it needs each year. As a result, there is
a pressing need to look at the elements and obstacles that could lead to more
sustainable and cleaner alternatives.

(Hoyer,2008) In his article Electric car technology has been around for over a
century. Electric driving, on the other hand, has been put on hold due to the
availability and convenience of use of combustion engines. Various (pushing and
pulling) elements are currently rekindling interest in electric automobiles. On the one
hand, a limited supply of oil and growing awareness of the environmental impact of
traditional combustion engine vehicles push people toward cleaner electric vehicles.
In terms of pulling power, recent advancements in battery technology and electric
motors have made the electric vehicle a viable competitor to traditional automobiles

11
(Bodin, 2015) In his article advances in consumer electric vehicle adoption: by
Rezvani, Jansson, and Bodin, 2015 They provide an overview of EV adoption
research, but they only focus on individual specific psychological aspects that
influence people’s desire to embrace electric vehicles, and they only choose a few
typical studies. Our review adds to it in two ways: first, we look at a broader variety
of factors that influence electric car adoption than just psychological dimensions; and
second, we compile all accessible academic Electric vehicle preference studies to give
a comprehensive picture of current research.

(Ramesh kuamar 2020) In his article the early market for electric vehicles is still
growing, but a number of obstacles are preventing mainstream adoption. These
challenges include the new technology’s higher cost, its greater inconveniency in
terms of range and charge periods, and customer awareness of the technology’s
availability and feasibility. This final criterion, often known as “customer awareness,”
is critical.

12
 CHAPTER – III
COMPANY RPOFILE

COMPANY PROFILE:
Hero Electric is a pioneer and market leader in the Indian Hero electric Two-
Wheeler industry. We have been the front runner for Hero electric Mobility in India
for over a decade. We believe in offering an ecological 2-wheeler solution to our
consumers, which above all else, gives our customers excellent value for money. Hero
electric ’s Endeavour to make the country greener with ‘Zero Pollution’ transportation
through its wide range of Hero electric Vehicles, is supported by our Mission of “No
Emission”.

INTRODUCTION
The feeling of freedom and being one with the Nature comes only from riding
a two- wheeler. Indians prefer the two wheelers because of their small manageable
size, low pricing and maintenance, and availability of loans on liberal terms. Indian
streets are full of people of all age group riding two-wheelers. The populace sees
motorized two wheelers as a symbol of status. Majority of Indians, especially the
youngsters prefer motorbikes rather than cars. Capturing a large share in the two-
wheeler industry, bikes and scooters cover a major segment. Bikes are considered to
be the favorite among youth, as they help in easy commutation. Large variety of two
wheelers is available in the market, known for their latest technology and enhanced
mileage. Indian bikes, scooters and mopeds represent style and class for both men and
women in India.
India is the second largest producer and manufacturer of two-wheelers in the
world. It stands next to Japan and China in terms of the number of two-wheelers
produced and domestic sales. Indian two-wheeler industry has got spectacular growth
in the last few years. The face of auto industry that was redefined with the invention
of fuel-efficient technology is all set to see dawn of anew era in two-wheeler industry.
It's not petrol or diesel or any other fuel, but it is hero electricity.

13
 That has initiated a revolution in two-wheeler industry in India. Indian two-
wheeler industry has embraced the new concept of Hero electric scooter and Scooters
that are very popular mode of personal transport in the developed countries like
America, Japan and China. With the rising cost of fuel at International level,
increasing levels of pollution and congestion in transport system especially in urban
areas, higher running and maintenance cost of vehicle, the hero electric ally charged
bikes or scooters have very bright future in area of personal transportation.
During the last few decades, environmental impact of the petroleum-based
transportation infrastructure, along with the peak oil prices, has led to renewed
interest in hero electric transportation infrastructure. Hero electric vehicles differ from
fossil fuel-powered vehicles in that the hero electric ity they consume can be
generated from a wide range of sources, including fossil fuels, nuclear power, and
renewable sources such as tidal power, solar power, and wind power or any
combination of those. Global warming is becoming the major concern all around the
world.
There are several policies, promise and pledges with the ever-increasing
emission of greenhouse gases. There is an increased fear of environment pollution at
every step with modern technology and innovation. Transportation and
communication have under gone paradigm shift along with this. We are also
experiencing the negative effects of industrialization in the form of global warming.
Under these circumstances there are so many vehicles emitting impure carbon
particles and carbon-dioxide pollution into the air.
With increased number of fossil fuel dependent vehicles, there is a greater
level depletion of fuel resource. It is here that automobile company’s felt need to
innovate motor pad vehicle that will get charged through hero electricity and will not
be depending on fossil fuels. So many automobile manufacturing companies invested
in research and development to bring forth Hero electric scooterthat will help people
to save the fuel.

14
 CHAPTER IV
DATA ANALYSIS AND INTERPRETATION

DATA ANALYSIS AND INTERPRETATION

This chapter deals with the analysis and interpretation of the study on the topic
“A Study on Customer Satisfaction towards hero electric scooter with respect to
Erode Town” based on a population of 80 customers. The collected data are
classified, tabulated and the following statistical measures are employed to fulfill the
objectives of the study.

Simple percentage Analysis

Awareness about hero electric scooter manufacturing companies- multiple
responses table shows the awareness about the manufacturers of hero electric bike
among the respondents. The table shows the multiple responses about hero motors
and all of the above.

15
 TABLE: 4.1
AGE OF THE RESPONDENT

AGE NO OF RESPONDENT PERCENTAGE

BELOW 20 YERS 18 22.5

BETWEEN 21-30
30 37.5
YERS
BETWEEN 31-40
10 12.5
YERS
ABOVE 40 YERS 22 27.5

TOTAL 80 100
Source: Primary Data

INTERPERTATION:
The above table shows that 22.5 % of the respondents are belongs to below 20
years and 37.5% of the respondents belongs to 21 to 30 years and 12.5% of the
respondents belongs to between31 - 40 years and 26.25 % of the respondent belong
to above 40 years.

Hence majority of (37.5%) of the respondent are in the age group of 21 to 30

years.

16
 CHART: 4.1
AGE OF THE RESPONDENT

37.5

40

35 27.5

30 22.5

25
PERCENTAGE

20 12.5

15

10

0
Below 20 years Between 21-30 Between 31-40 Above 40 years
years years

AGE

17
 TABLE: 4.2
GENDER

GENDER NO OF RESPONDENT PERCENTAGE

MALE 26 32.5

FEMALE 54 67.5

TOTAL 80 100
Source: primary data

INTERPERTATION:
The above table shows that 32.5% of the respondents are belong to male and
67.5% of therespondents belong to female.

Hence majority of (67.5%) of the respondent are belongs to female.

18
 CHART: 4.2
GENDER

80
67.5
70

60

50
PERCENTAGE

40
32.5

30

20

10

0
MALE FEMALE
GENDER

19
 TABLE: 4.3
EDUCATIONAL QUALIFICATION

EDUCATION QUALIFICATION NO OF RESPONDENT PERCENTAGE

No Education 16 20

School Level 22 27.5

UG 32 40

PG 10 12.5

TOTAL 80 100
Source: Primary Data

INTERPERTATION:
The above table shows that 20 % of the respondents are belong to no education
and 40 % of therespondents belong to UG and 12.5% of the respondents belong to PG
and 27. % of the respondent belongs to school level.

Hence majority of (40%) of the respondent are belongs to UG.

20
 CHART: 4.3
EDUCATIONAL QUALIFICATION

PG 13
EDUCATIONAL QUALIFICATION

UG 40

School Level 27

No Education 20

0 5 10 15 20 25 30 35 40 45
PERCENTAGE

21
 TABLE: 4. 4
MARITAL STATUS

MARITAL STATUS NO OF RESPONDENT PERCENTAGE

Married 56 70

Unmarried 24 30

TOTAL 80 100
Source: Primary Data

INTERPERTATION:
The above table shows that 70 % of the respondents are belong to married and
30% of therespondents belong to unmarried.

Hence majority of (70%) of the respondent are belongs to Married.

22
 CHART: 4.4
MARITAL STATUS

80
70
70

60

50

40
30
30
PERCENTAGE

20

10

0
Married Unmarried
MARITAL STATUS

23
 TABLE: 4.5
AREA

TYPE OF AREA NO FO RESPONDENT PERCENTAGE

Rural 38 47.5

Urban 42 52.5

TOTAL 80 100
Source: Primary Data

INTERPERTATION:
The above table shows that 47.5% of the respondents are belong to rural and
52.5 % of therespondents belong to urban.

Hence majority of (52.5%) of the respondent are belongs to Urban.

24
 CHART: 4.5
AREA

53

52

51

50

49

48
PERCENTAGE

52.5
47
47.5
46

45
Rural Urban
AREA

25
 TABLE: 4.6
OCCUPATION
NO OF
OCCUPATION PERCENTAGE
RESPONDENT
Professional 10 12.5

Business 6 7.5

Employee 16 20

Home maker 38 47.5

Others 10 12.5

TOTAL 80 100
Source: Primary Data

INTERPERTATION:
The above table shows that 20 % of the respondents are belongs to employees
and 1.5% of the respondents belongs to professionals and 12.5% of the respondents
belongs to others and 47.5% of the respondent belong to homemakers 7.5% of the
respondents belongs to business.

Hence majority of (47.5%) of the respondent are Homemakers.

26
 CHART: 4.6
OCCUPATION

50 47.5

45

40

35

30

25
20
20

15 12.5 12.5
PERCENTAGE

10 7.5

0
Professional Business Employee Home maker Others
OCCUPATION

27
 TABLE: 4.7
MONTHLY INCOME

MONTHLY INCOME NO OF RESPONDENT PERCENTAGE

10000-20000 23 28.75

20000-40000 35 43.75

40000-50000 16 20

Above 50000 6 7.5

TOTAL 80 100
Source: Primary Data

INTERPRETATION
The above table shows that 28.75% of the respondents are earning 10000-
20000, 43.75% of the respondents earning 20000-40000, 20% of the respondents
earning 40000-50000, 7.7% of the respondent are earning above 50000.

Hence majority of (43.5%) of the respondent are Getting 20000-40000.

28
 CHART: 4.7
MONTHLY INCOME

50
45 43.75
40
35
30 28.75
25
20 20
PERCENTAGE

15
10
7.5
5
0

MONTHLY INCOME

29
 TABLE: 4.8
AWARENESS ABOUT HERO ELECTRIC SCOOTER

PARTICULARS NO OF RESPONDENTS PERCENTAGE

News paper/magazines 29 36.25

Advertisement 19 23.75

Friends 21 26.25

Others 11 13.75

Total 80 100
Source: Primary Data

INTERPRETATION
The above table shows that 36.25 % of the respondents are aware by
newspaper, 23.75% of the respondents are aware by advertisement, 26.25% of the
respondents are aware by friends, 13.75% of the respondents are aware others,

It is found that majority of (36.25%) the respondents are aware by newspaper

/magazines.

30
 CHART: 4.8
AWARENESS ABOUT HERO ELECTRIC SCOOTER

40 36.25

35

30 26.25
23.75
25

20
13.75
PERCENTAGE

15

10

0
News Advertisement Friends Others
paper/magazines

AWARENESS ABOUT E SCOOTER

31
 TABLE: 4.9
TEST DRIVE THE HERO ELECTRIC SCOOTER

PARTICULARS NO OF RESPONDENTS PERCENTAGE

Yes 56 70

No 24 30

Total 80 100
Source: Primary Data

INTERPRETATION
The above table reveals that 70% of respondents have test drive their hero
electric scooter,30% of respondents did not test drive their hero electric scooter.

It is found that majority of (70%) the respondents are test driven the hero
electric scooter.

32
 CHART: 4.9
TEST DRIVE THE HERO ELECTRIC SCOOTER

30
No
TEST DRIVE

70
Yes

0 10 20 30 40 50 60 70

PERCENTAGE

33
 TABLE: 4.10
FEEL TO TEST DRIVE

PERIOD OF USAGE NO OF RESPONDENTS PERCENTAGE

Very good 27 33.75

Good 21 26.25

Neutral 13 16.25

Poor 19 23.75

Total 80 100
Source: Primary Data

INTERPRETATION
The above table shows that 33.75 % of the respondents are feels Very good,
26.25% of the respondents feels good, 16.25% of the respondents feels neutral,
23.75% of therespondents feels Poor,

It is found that majority of (33.75%) the respondents feels very good.

34
 CHART: 4.10
FEEL TO TEST DRIVE

33.75
35

30
26.25
23.75
25

20
16.25

15
PERCENTAGE

10

0
Very good Good Neutral Poor
FEEL OF TEST DRIVE

35
 TABLE: 4.11
SOURCE OF FINANCE

PARTICULARS NO OF RESPONDENTS PERCENTAGE

Own Fund 24 30

Bank loan 29 36.25

EMI 27 33.75

Total 80 100
Source: Primary Data

INTERPRETATION
The above table shows that 30 % of the respondents are purchased by own
fund, 36.25% of the respondents are purchased by bank loan, and 33.75% of the
respondents are purchased by EMI,

It is found that majority of (36.25%) the respondents are purchased by bank

loan.

36
 CHART: 4.11
SOURCE OF FINANCE

40 36.25
33.75
35
30

30

25

20
PERCENTAGE

15

10

0
Own Fund Bank loan EMI
SOURCE OF FINANCE

37
 TABLE: 4.12
REASONS FOR PREFERRING A HERO ELECTRIC SCOOTER

PRICE NO OF RESPONDENTS PERCENTAGE

Better customer service 29 36.25

Promotional offers 11 13.75

Credit Facility 21 26.25

After sales service 19 24.75

Total 80 100
Source: Primary Data

INTERPRETATION
The above table shows that 36.25% of the respondents says better customer
service, 13.75% of the respondents says promotional offers, 26.25% of the
respondents says credit facility and 24.75% of the respondents says after sales service,

It is found that majority of (36.25%) the respondents says better customer

service.

38
 CHART: 4.12
REASONS FOR PREFERRING A HERO ELECTRIC SCOOTER

After sales service 24.75

Credit Facility 26.25

REASONS FOR PREFERING E SCOOTER

Promotional offers 13.75

36.25
Better customer service

0 5 10 15 20 25 30 35 40

PERCENTAGE

39
 TABLE: 4.13
YOUR OPINION ABOUT THE PRICE OF THE HERO ELECTRIC
SCOOTER

PARTICULARS NO OF RESPONDENTS PERCENTAGE

Very Cheaper 28 35

Cheaper 26 32.5

Costly 18 22.5

Very Costly 8 10

Total 80 100
Source: Primary Data

INTERPRETATION
The above table shows that 35 % of the respondents says very cheaper, 32.5%
of the respondents says cheaper, 22.5% of the respondents says costly, 10% of the
respondents says very costly.

It is found that majority of (35%) the respondents say very cheaper.

40
 CHART: 4.13
YOUR OPINION ABOUT THE PRICE OF THE HERO ELECTRIC
SCOOTER

40

35
35
32.5

30

25
22.5

20

15
PERCENTAGE

10
10

0
Very Cheaper Cheaper Costly Very Costly
PRICE OF ESCOOTER

41
 TABLE: 4.14
APPROXIMATELY HOW MUCH YOU CAN DRIVE A DAY IF YOU FULLY
CHARGEDTHE BATTERY

PERIOD OF USAGE NO. OF. RESPONDENTS PERCENTAGE

Less than 10km 27 33.75

10-20km 21 26.25

20-40km 13 16.25

Above 40km 19 23.75

Total 80 100
Source: Primary Data

INTERPRETATION
The above table shows that 33.75% of the respondents are drive less than
10km, 26.25% of the respondents drive 10-20km, 16.25% of the respondents drive
20-40km, 23.75% of the respondents drive above 40km,

It is found that majority of (33.75%) the respondents are drive less than 10km.

42
 CHART: 4.14
APPROXIMATELY HOW MUCH YOU CAN DRIVE A DAY IF YOU FULLY
CHARGEDTHE BATTERY

40
33.75
35

30 26.25
23.75
25

20 16.25

15
PERCENTAGE

10

0
Less than 10km 10-20km 20-40km Above 40km
CAPACITY OF BATTERY

43
 TABLE: 4.15
MILAGE DOES YOUR HERO ELECTRIC SCOOTER OFFERS

LIKE TO SUGGEST NO OF RESPONDENTS PERCENTAGE

Less than 30km 30 37.5

30-40km 18 22.5

40-50km 16 20

above 50km 16 20

Total 80 100
Source: Primary Data

INTERPRETATION
The above table shows that 37.5 % of the respondents says less than 30km,
22.5% of the respondents says 30-40km, 20% of the respondents says 40-50km, 20%
of the respondents says above 50km.

It is found that majority of (37.5%) the respondents say less than 30km.

44
 CHART: 4.15
MILAGE DOES YOUR HERO ELECTRIC SCOOTER OFFERS

40 37.5

35

30

25 22.5
20 20
20
PERCENTAGE

15

10

0
Less than 30km 30-40km 40-50km above 50km
MILEAGE OF E SCOOTER

45
 TABLE: 4.16
HERO ELECTRIC SCOOTER BATTERY LIFE

USAGE NO. OF. RESPONDENTS PERCENTAGE

Less than 1 year 30 37.5

1-3 years 34 42.5

3 years above 16 20

Total 80 100
Source: Primary Data

INTERPRETATION
The above table shows that 37.5% of the respondents are using less than 1
year, 42.5% of therespondents are using 1-3years, 20% of the respondents are using
above 3 years.

It is found that majority of (42.5%) the respondents are using 1-3years.

46
 CHART: 4.16
HERO ELECTRIC SCOOTER BATTERY LIFE

45 42.5

40 37.5

35

30

25
20
PERCENTAGE

20

15

10

0
Less than 1 year 1-3 years 3 years above
BATTERY LIFE

47
 TABLE: 4.17
OPINION ABOUT E VECHICLES
HIGHLY NO OF
FACTORS SATISFIED MODERATE DISSATISFIED
SATISFIED RESPONDENTS
Reduce global
31 33 12 4 80
warming

Saving fuel cost 32 42 3 3 80

Better mileage 28 44 6 2 80
Reduce
maintenance 8 48 20 4 80
cost

48
 CHART: 4.17
OPINION ABOUT E VECHICLES

80

70

60

50
NO OF RESPONDENTS

40
Reduce global warming
30
Saving fuel cost
20
Better mileage
10 Reduce maintenance cost

SATISFACTION LEVEL

49
 TABLE: 4.18
YOUR OPINION TOWARDS SPEED OF HERO ELECTRIC SCOOTER
COMPARINGTO CONVENTIONAL SCOOTER

SATISFACTION NO OF RESPONDENTS PERCENTAGE

Highly satisfied 22 27.5

Satisfied 18 22.5

Neutral 16 20

Dissatisfied 16 20

Highly Dissatisfied 8 10

Total 80 100
Source: Primary Data

INTERPRETATION
The above table shows that 27.5% of the respondents are highly satisfied,
22.5% of the respondents are satisfied, 20% of the respondents are neutral, 20% of the
respondents are dissatisfied and 10% of the respondents are highly dissatisfied.

It is found that majority of (27.5%) the respondents are highly satisfied.

50
 CHART: 4.18
YOUR OPINION TOWARDS SPEED OF HERO ELECTRIC SCOOTER
COMPARINGTO CONVENTIONAL SCOOTER

Highly Dissatisfied 10

Dissatisfied 20
SPEND ON HERO E SCOTER

Neutral 20

Satisfied 22.5

Highly satisfied 27.5

0 5 10 15 20 25 30
PERCETAGE

51
 TABLE: 4.19
FACE ANY DIFFICULTIES WHILE DRIVING HERO ELECTRIC
SCOOTER

PARTICULARS NO OF RESPONDENTS PERCENTAGE

Yes 54 67.5

No 26 32.5

Total 80 100
Source: Primary Data

INTERPRETATION
The above table shows that 67.5 % of the respondents says they are facing
difficulties while driving, 32.55% of the respondents says they do not facing
difficulties while driving.

It is found that majority of (67.5%) the respondents says they are facing
difficulties whiledriving.

52
 CHART: 4.19
FACE ANY DIFFICULTIES WHILE DRIVING HERO ELECTRIC
SCOOTER

80

70

60

50 67.5

40

30

20
PERCENTAGE

32.5
10

0
Yes No
DIFFICULTIES IN BUYINNG E SCOOOTER

53
 TABLE: 4.20
WOULD YOU LIKE TO SUGGEST HERO ELECTICSCOOTER TO YOUR
FRIENDS

PARTICULARS NO OF RESPONDENTS PERCENTAGE

Yes 60 75

No 20 25

Total 80 100
Source: Primary Data

INTERPRETATION
The above table shows that 75% of the respondents are like to suggest to
others, 25% of therespondents are does not like to suggest others.

It is found that majority of (75%) the respondents are like to suggest to others.

54
 CHART: 4.20
WOULD YOU LIKE TO SUGGEST ELECTICSCOOTER TO YOUR
FRIENDS

70

60 62

50

40
38
30
PERCENTAGE

20

10

0
Yes No
SUGGEST E SCOOTER TO OTHERS

55
 CHAPTER V
FINDINGS, SUGGESTIONS AND CONCLUSION

5.1 FINDINGS
 Hence majority of (37.5%) of the respondent are in the age group of 21 to 30
years.
 Hence majority of (67.5%) of the respondent are belongs to female.
 Hence majority of (40%) of the respondent are belongs to UG.
 Hence majority of (70%) of the respondent are belongs to Married.
 Hence majority of (52.5%) of the respondent are belongs to Urban.
 Hence majority of (47.5%) of the respondent are Homemakers.
 Hence majority of (43.75%) of the respondent are Getting 20000-40000.
 It is found that majority of (36.25%) the respondents are aware by newspapers
/ magazines.
 It is found that majority of (33.75%) the respondents are test driven the hero
electric scooter.
 It is found that majority of (36.25%) the respondents are purchased by bank
loan.
 It is found that majority of (36.25%) the respondents says better customer
service.
 It is found that majority of (35%) the respondents say very cheaper.
 It is found that majority of (33.75%) the respondents are drive less than 10km.
 It is found that majority of (37.5) the respondents say less than 30km.
 It is found that majority of (42.5%) the respondents are using 1-3years.
 It is found that majority of (27.%) the respondents are highly satisfied.
 It is found that majority of (67.5%) the respondents says they are facing
difficulties whiledriving.
 It is found that majority of (75%) the respondents are like to suggest to others.

56
5.2 SUGGESTION
 More advertisement is needed for the vehicle as many people are not
aware of hero electricbike.
 E-bikes are used only for short distance because of low battery
capacity, so manufacturersshould concentrate on research and development
to increase the capacity of e-bike.
 Another major problem in hero electric scooter is the need for frequent
charging of thebatteries, to overcome this problem charging centers should
be opened at various places.

5.3 CONCLUSION
The concept of hero electric scooter has entered into Erode in the past 4-5
years and the same is gaining momentum, as there are around 10 dealers currently for
hero electric scooter in the city. As an eco-friendly product it is more suitable for
city as it can reduce the emission of harmful gases and thereby it can reduce the
atmospheric pollution. Due to frequent increase in the fuel prices, the hero electric
ally charged vehicles seem to be the cheapest one compared to the traditional vehicles.
E- Bikes are more suitable for rural areas where the numbers of petrol bunks are not
adequate, so that the rural people can charge the vehicle with the help of hero
electricity.

57
 BIBLOGRAPHY

BOOK REFERENCE
 James, Swain, J. Swiderski, John Hicks, Denis Teoman, and Ralph Buehler.
"Pedestrians and E-Scooters:
 An Initial Look at E-Scooter Parking and Perceptions by Riders and Non-
Riders."
 Blomberg, Stig Nikolaj Fasmer, Oscar Carl Moeller Rosenkrantz, Freddy
Lippert, and Helle CollatzChristensen.
 Rahman, Rafa, Brett A. Shannon, and James R. Ficke. "Knee Scooter–Related
Injuries: A Survey ofFoot and Ankle Orthopedic Surgeons
 Malla, Riya. "Factors Affecting Brand Preference of Scooters among Women
Consumers in Kathmandu Valley." Gebhardt, Laura, Christian Wolf, and
Robert Seiffert.

WEBSITE
 http://dx.doi.org/10.3390/su11205591
 http://dx.doi.org/10.3126/jbssr.v1i2.20924.
 http://dx.doi.org/10.1177/2473011420914561
 http://dx.doi.org/10.1136/bmjopen-2019-033988.

58
 A STUDY ON CUSTOMER SATISFACTION TOWARDS HERO ELECTRIC
SCOOTER IN ERODE TOWN
ANNEXURE
QUESTIONNAIRE
Name :
1. Age
a) 18-25 b) 26-36 c) 36-45
d) above 45
2. Gender
a) Male b) Female
3. Marital status
a) Single b) Married
4. Monthly Income
a) 10000-20000 b)20000-40000 c)40000-50000
d) above 50000
5. Education qualification
a) SSLC b)HSC c)Graduate
d) Postgraduate e)other
6. Locality
a) Rural b) Semi-urban c) Urban
7. Occupation
a) Student b)Businessman c)Government Service
d) PrivateService
8. How did you come to know about hero electric scooter?
a) Newspaper /magazines b) advertisement c) friends
d) others
9. Did you have test drive the hero electric scooter?
a) Yes b) No
10. If yes, how do you feel to drive?
a) Very good b) Good c) Normal d)Poor
11. What is your source of finance?
a) Own Fund b) bank loan c) EMI

59
 12. Reasons for preferring a hero electric scooter?
a) Better customer service b) Promotional offers c) Credit Facility
d) After sales service
13. What is your opinion about the price of the hero electric s cotter?
a) Cheaper b) Reasonable c) Costly
d) very costly
14. Approximately how much you can drive a day if you fully charged the battery?
a) Less than 10km b) 10-20km c) 20-40km
d) above 40km
15. How much mileage does your hero electric scooter offers?
a) Less than 30km b) 30-40km c)40-50km
d) above 50km
16. How many years did your hero electric scooter battery life?
a) Less than 1 year b) 1-3 years c) 3 years above.
17. What is your opinion about Hero electric vehicles?
Strongly Strongly
Particulars Agree Neutral Disagree
Agree Disagree
Reduceglobal
Warming
Saving Fuel Cost
Better Mileage
Reduce
Maintenance Cost

18. What is your opinion towards speed of hero electric scooter comparing
to conventionalscooter?
a) Highly satisfied b) satisfied c) neutral
d) dissatisfied e) highly dissatisfied
19. Have you face any difficulties while driving hero electric scooter?
a) Yes b) no
20. Would you like to suggest hero electric scooter to your friends?
a) Yes b) no
21. Any Suggestions about hero electric scooter?
…………………………………………………………………………………

60