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Study On Customer Satisfaction Towards Honda

This document outlines the contents and structure of a study on customer satisfaction towards Honda bikes in Annur Taluk. It includes 7 chapters: Introduction, Literature Review, Company Profile, Data Analysis and Interpretation, Findings/Suggestions/Conclusion, Bibliography, and Questionnaire. The introduction defines the problem statement as analyzing customer views and issues towards Honda and other bike companies. It aims to understand factors influencing bike purchases and the most preferred brands. Customer satisfaction is important for business success.

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0% found this document useful (0 votes)

134 views

Study On Customer Satisfaction Towards Honda

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bharathraj3801

We take content rights seriously. If you suspect this is your content, claim it here.

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Download as PDF, TXT or read online on Scribd

You are on page 1/ 138

________________________________________
CONTENTS

CHAPTER NO. TITLE PAGE NO.

I INTRODUCTION AND DESIGN OF THE STUDY 1

1.1 INTRODUCTION OF THE STUDY 1
1.2 STATEMENT OF THE PROBLEM 4
1.3 OBJECTIVES OF THE STUDY 4
1.4 SCOPE OF THE STUDY 4
1.5 RESEARCH METHODOLOGY 4
1.6 LIMITATION OF THE STUDY 7
1.7 CHAPTERISATION 7

II REVIEW OF LITERATURE 8

III PROFILE OF THE COMPANY 18

IV DATA ANALYSIS AND INTERPRETATION 30

V FINDINGS , SUGGESTIONS AND CONCLUSION 114

5.1 FINDINGS 114
5.2 SUGGESTIONS 116
5.3CONCLUSION 117

VI BIBLIOGRAPHY 118
REFERENCES 118
120
VII QUESTIONNAIRE
LIST OF TABLES
__________________________________
LIST OF TABLES

TABLE NO TITLE PAGE NO

4.1 GENDER OF THE RESPONDENT 30

4.2 AGE OF THE RESPONDENT 32
4.3 OCCUPATION OF THE RESPONDENT 34
4.4 INCOME LEVEL OF RESPONDENT 36
4.5 OWNERS OF DIFFERENT BIKES 38
4.6 CUSTOMER USING BIKE SINCE 40
4.7 CUSTOMER KNOW ABOUT THE BIKE THROUGH 42
4.8 USAGE OF BIKE 44
4.9 CUSTOMER’ S SOURCES USED TO PURCHASE TWO
WHEELER 46
4.10 CUSTOMER’S PREFERENCE IN THE TWO WHEELER
BIKES 48
4.11 CUSTOMER OPINION IN BRAND AWARE BEFORE
BUYING TWO WHEELER BIKES 50
4.12 BIKE CHANGING DECISION 52
4.13 COMPANIES FEATURE IN PRICING STRATEGIES 54
4.14 INFLUENCE OF ADVERTISEMENT ON CUSTOMERS
DECISION 56
4.15 CUSTOMER’S SUGGESTION IN BUYING A TWO
WHEELER 58
4.16 CUSTOMER’S OPINION WHEN THE PRICE IS
ATTRACTIVE TO BUY 60
4.17 CUSTOMER’S OPINION TOWARDS MINIMUM
MAINTENANCE IN BIKE 62
4.18 CUSTOMER’S OPINION TOWARDS FINANCE FACILITY
OF TWO WHEELERS 64
4.19 CUSTOMER’S OPINION IN SALES SERVICE OF TWO
WHEELERS 66
4.20 CUSTOMER’S SATISFACTION ON TOWARDS THEIR
MODELS & COLORS IN TWO WHEELERS 68
4.21 MODE OF PURCHASE 70
4.22 OPINION ABOUT HONDA PRODUCTS 72
TABLE NO. TITLE PAGE NO.

4.23 PRICE 74
4.24 MILEAGE 76
4.25 AFTER SALES SERVICE 78
4.26 RESALE VALUE 80
4.27 SPARE PARTS PRICE 82
4.28 BRAND 84
4.29 LOYALTY 86
4.30 QUALITY 88
4.31 HOSPITALITY 90
4.32 PICKUP 92
4.33 STYLE AND COLOR 94
4.34 OFFERS 96
4.35 COMFORTABLE 98
4.36 PERCEPTION ABOUT DEALER’S SERVICE QUALITY 100
4.37 RECOMMENDED BY 102
4.38 SATISFACTION ON AFTER SALES SERVICE 104
4.39 PROBLEM FACE IN USING HONDA PRODUCT 106
4.40 ADVERTISEMENT 108
4.41 CHI-SQUARE ANALYSIS BETWEEN GENDER AND
LEVEL OF INFLUENCE 110
4.42 CHI-SQUARE ANALYSIS BETWEEN AGE GROUP AND
LEVEL OF INFLUENCE 111
4.43 CHI-SQUARE ANALYSIS BETWEEN OCCUPATION AND
LEVEL OF INFLUENCE 112
4.44 CHI-SQUARE ANALYSIS BETWEEN ANNUAL INCOME
AND LEVEL OF INFLUENCE 113
LIST OF CHARTS
__________________________________
LIST OF CHARTS

CHART NO TITLE PAGE NO

4.1 GENDER OF THE RESPONDENT 31

4.2 AGE OF THE RESPONDENT 33
4.3 OCCUPATION OF THE RESPONDENT 35
4.4 INCOME LEVEL OF RESPONDENT 37
4.5 OWNERS OF DIFFERENT BIKES 39
4.6 CUSTOMER USING BIKE SINCE 41
4.7 CUSTOMER KNOW ABOUT THE BIKE THROUGH 43
4.8 USAGE OF BIKE 45
4.9 CUSTOMER’ S SOURCES USED TO PURCHASE TWO
WHEELER 47
4.10 CUSTOMER’S PREFERENCE IN THE TWO WHEELER
BIKES 49
4.11 CUSTOMER OPINION IN BRAND AWARE BEFORE
BUYING TWO WHEELER BIKES 51
4.12 BIKE CHANGING DECISION 53
4.13 COMPANIES FEATURE IN PRICING STRATEGIES 55
4.14 INFLUENCE OF ADVERTISEMENT ON CUSTOMERS
DECISION 57
4.15 CUSTOMER’S SUGGESTION IN BUYING A TWO
WHEELER 59
4.16 CUSTOMER’S OPINION WHEN THE PRICE IS
ATTRACTIVE TO BUY 61
4.17 CUSTOMER’S OPINION TOWARDS MINIMUM
MAINTENANCE IN BIKE 63
4.18 CUSTOMER’S OPINION TOWARDS FINANCE FACILITY
OF TWO WHEELERS 65
4.19 CUSTOMER’S OPINION IN SALES SERVICE OF TWO
WHEELERS 67
4.20 CUSTOMER’S SATISFACTION ON TOWARDS THEIR
MODELS & COLORS IN TWO WHEELERS 69
4.21 MODE OF PURCHASE 71
4.22 OPINION ABOUT HONDA PRODUCTS 73
CHART NO. TITLE PAGE NO.

4.23 PRICE 75
4.24 MILEAGE 77
4.25 AFTER SALES SERVICE 79
4.26 RESALE VALUE 81
4.27 SPARE PARTS PRICE 83
4.28 BRAND 85
4.29 LOYALTY 87
4.30 QUALITY 89
4.31 HOSPITALITY 91
4.32 PICKUP 93
4.33 STYLE AND COLOR 95
4.34 OFFERS 97
4.35 COMFORTABLE 99
4.36 PERCEPTION ABOUT DEALER’S SERVICE QUALITY 101
4.37 RECOMMENDED BY 103
4.38 SATISFACTION ON AFTER SALES SERVICE 105
4.39 PROBLEM FACE IN USING HONDA PRODUCT 107
4.40 ADVERTISEMENT 109
INTRODUCTION
__________________________________
CHAPTER – I

INTRODUCTION AND DESIGN OF THE STUDY

1.1 INTRODUCTION

In today's market the sales of the product is not only way to get success, the service and the
customer satisfaction is also important. The companies HERO, HONDA, BAJAJ, TVS are the
world class companies in the two wheeler bikes. These all are the highest two wheeler selling
companies in India. But the performance and the customer approach toward these companies is
important.
The topic "A STUDY ON CUSTOMER SATISFACTION TOWARDS HONDA BIKES
WITH SPECIAL REFERENCE IN ANNUR TALUK”. Is a kind of survey that shows the
performance of this company. so this shows the customers view toward the companies and their
problems about the companies.
Here in this study, we try to analyse about the number of two wheeler and how many people
are using two wheeler? what motivates and influence them to buy two wheeler? which are the most
preferable choices in two wheeler in case of motor cycle and scooters and the most recent two
wheeler choice in the market? What are their consumer attitude toward performance of two wheeler
bike which influence them and the reason to buy?
So it is helpful to me in my future reference and that's the reason I select this topic for my
project.
Customer Satisfaction
Customer satisfaction is essential for business in today's marketplace. Customer satisfaction
measures how well the expectation of customer concerning a product or service provides by your
company have been met by customers.
customer satisfaction is an abstract concept and involves such factors as the quality of the
product, The quality of service provided, the atmosphere of the location where the product or
service is purchased, and the price of the products or service Business often use customer
satisfaction surveys to gauge customer satisfaction,

1
Typical areas addressed in the surveys include:

➢  Quality Product
➢  Value of product relative to price a function of quality and price
➢  Time issues, such as product availability, availability of sales assistance time.
➢  Atmosphere of store, such as cleanliness, organization, and enjoyable shopping.
➢  Service personnel issues, such as politeness, attentiveness and helpfulness.
➢  Convenience, such as location, parking and hours of operation.
Two Wheeler Industries in India
The two wheeler industry in India is one of the largest in the world and one of the fastest
growing globally. Indian manufactures over 18 million vehicles including four wheeled vehicle
every year. It is the world’s second largest manufacture of motorcycles, there are eight key players
in the in the Indian Market that produced 13.8 million units in the year 2010-11.At present the
dominant products of the automobile industry are two wheeler with a market share of over 75%.The
industry has attained a turnover of more than USD 35 billion & provides direct and indirect
employment to over 13 million people.
Currently, India is the second largest product of two wheeler in the world. It stands next only
to china and Japan in terms of the number of two wheeler produced and the sales of two- wheeler
respectively. There are many two-wheeler manufactures in India. The major players in the 2 -
wheeler industry are Hero ,Bajaj Auto Ltd (Bajaj Auto).TVS Motor Company Ltd(TVS)and Honda
Motorcycle &Scooter India ,Private Limited (HMSI)according for over 93% of the sale in the
domestic two wheeler market. It is noteworthy that motorbikes segment's share is just below 80% of
the total 2w market in India which is dominated by Hero and Honda with a market share of
59%.Scooter scooter segment's market share is about 18% which is led by Honda Motorcycle
7Scooter India Private Limited (HMSI) with a market share of 43%.Three- Fourth of the total
exports in the two wheeler automobile industry is made in the motorcycle segment. Exports are
made mainly to South East Asian and SAARC nations.
The level of technology change in the Motor vehicles Industry has been high but, the rate of
change in technology has been medium. Investment in the technology by the producers has been
high. However , Further investment in new technologies will help the players to be more
competitive. Currently, India's increasing per capital disposable in exports is playing a major role in
the rise and competitiveness of the industry.

2
The Indian two wheeler industry has come a long way since its humble beginning in 1948
when Bajaj Auto started importing and selling Vespasian scooters in India. Since then, The
customer preference have changed in favour of motorcycle and gearless scooters that score highest
on technology, fuel economy and aesthetic appeal, at the expense of metal bodied geared scooters
and mopeds.
These change in customer preference have had an impact on the fortune of the lead
manufactures, The while leaders have emerged. The two wheeler industry consists of three segment
viz., scooters, motorcycle and mopeds. With an expanding market and entry of new players over the
last few years, the Indian two wheeler industry is now approaching a stage of maturity, previously,
there were only a handful of two wheeler model available in the country.
At present the dominant product of the automobile industry are two Wheeler with a market
share of over 75% and passenger cars with a market share of about 16%, Commercial vehicles and
three wheeler share about 9% of the market between them. The industry has attained a turnover of
more than USD 35 billion and provides direct and indirect employment to over 13 million people in
the cuntry.
The Indian two-wheeler industry has come a long way since humble beginning in 1948
when Bajaj auto started importing and selling Vesta Scooters in India. Since then, the customer
preference have changed in favour of motorcycle and gear less scooters that score higher on
technology, fuel economy and aesthetic appeal ,at the expense of metal-bodied geared scooters and
mopeds. These changes in customer preference have had an impact on the fortunes of the players.
The former leaders have emerged. With an expanding market and entry of new players over the last
few years. The Indian two wheeler industry is now approaching a stage of maturity. Previously,
there were only a handful of two-wheeler models available in the country.
Consumers are very important for the survival of the Motor Vehicle manufacturing industry.
In 2008-09 .customer sentiment draped, which burned on the augmentation in demand of cars. The
key to success in the industry is to improve labour productivity, labour flexibility,capital efficiency,
having quality manpower, infrastructure improvement, and raw material availability also play a
major role.
Access to latest and most efficient technology and techniques will bring competitive
advantage to the major players. Utilizing manufacturing plants to optimum level and understanding
implications from the government policies are the essentials in the Automotive Industry of India.

3
1.2 SATEMENT OF THE PROBLEM
In today's intensely competitive environment companies today are constantly looking for
ways to attract customer by having a better understanding of changing customer attitude towards
performance of two wheeler bikes.
The ever changing market characteristics have huge impact on corporate decisions. The
global environment also poses several complexities to marketer in understanding the market and
consumer attitude.
1.3 OBJECTIVES OF THE STUDY
➢  To identify the customer satisfaction level towards the performance of the bikes.
➢  To identify the factors which influence consumer decision making process.
➢  To identify the possible area of improvement in bike.
➢  To identify the competitive position of various brands of two wheeler in customers mind.
1.4 SCOPE OF THE STUDY
The project was based on the “STUDY ON CUSTOMER SATISFACTION TOWARDS
HONDA BIKES WITH SPECIAL REFERENCE IN ANNUR TALUK" and data was collected
from the Malegaon City. This shows the company's performance and the customer's satisfaction
toward the company's products. It also helps to know the customers demand and the expected
services from the companies. The projects also help to know the reasons behind the reduction of
sales of the company's product. So it is important for customer as well as the company to get the
profit from the bikes.
1.5 RESEARCH METHODOLOGY
Research is defined as “systematized effort to gain knowledge”. Research comprises
defining and redefining problems, formulating hypothesis or suggest solutions, collecting,
organizing and evaluating data, making deductions and reaching conclusions and at last carefully
testing the conclusions to determine whether they fit the formulated hypothesis.
Research Design
“A research design is the arrangements of conditions for collection and analysis of data in a
manner that aims to combine relevance to the researcher purpose with economy in procedure”.
It constitutes the blueprint for the collection, measurement and analysis of data. As such the
design includes an outline of what the researcher will do form writing the hypothesis and its
operational implications to the final analysis of data.

4
Type of Study
The research design undertaken for the study is descriptive in nature. A study, which wants
to portray the characteristics of group or individuals or situation, is known as descriptive study. Itis
mostly qualitative in nature.
Sources of Data
➢ Primary Data
➢ Secondary Data
Primary Data
A questionnaire was prepared and personal interview was conducted. Most of the questions
are consisting of multiple choices. The structured interview method was undertaken. The interview
was conducted in English as well in Tamil. Proper care was taken to frame the interview scheduled
in such a manner it should be easily understood in view of educational level of the employees.
Secondary Data
Secondary data was collected from internets, various books, journals and company records.
Sampling Design
A sampling design is a definite plan for obtaining a sample from the sampling frame. It
refers to the procedure the researcher would adopt in selecting some sampling units from which
inferences about the population is drawn. Sampling design is determined before any data are
collected.
Selective sampling technique was adopted. In this method the researcher select those units
of the population in the sample, which appear convenient to the research or the management of the
organisation where the research was conducted.
Questionnaire Design
Questionnaire design based on the following types
•  Open ended questions
•  Multiple choice questions
Sample Size
125 samples were taken at HONDA BIKES AT ANNUR TALUK.
Period of the study
The period of study cover December 2023-April 2024.

5
Description of Statistical Tools Used
Following are the tools used for statistical analysis of the data collected
➢  Percentage method
➢  Chi-square test
(A) Percentage Method
In this project Percentage method test is used. The Percentage method is used to know the
accurate percentage of the data. It becomes easier to graph out through the percentages. The
following is the formula
No of Respondent
Percentage of respondent = -----------------------------------× 100
Total No. Of Respondents
From the above formula, we can get percentage of the data given by the respondents.
(B) Chi-Square Test
In this project chi-square test is used. This is technique use to analyze the stated data in the
project. The chi-square test is an important test amongst the several tests of significance. Chi-
square, symbolically written as 2 (pronounce as chi-Square), is a statistical measure used in the
context of sampling analysis for comparing a calculated various to a theoretical variance.
Formula
(O-E) 2
2 = -------------
E
O = Observed frequency
E = Expected frequency
Observed frequency
An observed frequency is the frequency, or results that are collected during an
experiment.
Expected frequency
expected frequency is the number of times we would expect an event to occur
over an given number of trials that take a place during an experiment to find the
expected frequency.

6
1.6 Limitation of the Study
• The study is conducted only in Honda Motorcycles and Scooters.
• Employees are very busy.
• Even to get information from a single employee it takes a lot of time.
• The study was limited to certain respondent groups.
• All the findings observations were based only on the basis of respondents answer.
1.7 CHAPTER SCHEME
➢ First chapter includes introduction to the study, statement of the problem, objective,
scope, Research Methodology and limitation of the study.
➢ Second chapter deals with Review of Literature
➢ Third chapter gives an company profile
➢ Fourth chapter deal with data analysis and interpretation
➢ Fifth chapter summarizes findings, suggestions and conclusion of the study 

7
REVIEW OF LITERATURE
CHAPTER – II
REVIEW OF LITERATURE
This chapter deals with the overall review of the literature available on the particular topic.
Literature is the most important part of any research. In this topic, the review is taken from research
articles and books regarding the research topic. This chapter contains Review of Research Articles,
Review of Books, thesis and review of other related published or unpublished literature available on
the concerned topic.
Santosh kumar et.al (2005) 1 in their study found that Hero Honda splendor is highly
preferred by the respondents when compared to other models of Hero Honda motorbikes. The study
also revealed that 88.5 percent of the consumers are aware of the different brands of two-wheelers
available in the market.
Mallikarjuna Reddy (2006) 2 stated that as far as mileage per litre of petrol is concerned,
Hero Honda is ruling the market and finding favour with the consumers. Yamaha and TVS bike are
far below the expectations of the consumers based on mileage per litre of petrol. This is also due to
constant advertisements through newspapers, TV, Cable TV, hoardings and road shows. Hero Honda
attained supremacy due to mileage factor. In these hard days of price increases and poor incomes,
everyone is concerned with economic use of vehicles. Naturally Hero Honda has become favourite
of the masses
Samir (2007) 3 analyzed the customer perception and the customer satisfaction towards
specific brands of motorbike. The study shows that 114 respondents are influenced to purchase their
motorbike through Television advertisements, 33 respondents are influenced to purchase their
motorbike through Newspaper advertisements, 5 respondents are influenced to purchase their
motorbike through advertisements made through Wall painting, 12 respondents are influenced to
purchase their motorbike through Hording and 36 respondents are influenced to purchase their bike
through Magazine advertisements. It was also found that 41 respondents are fully satisfied with the
performance bikes, 42 respondents are moderate in satisfaction with the performance of their
motorbikes and 3 respondents are poorly satisfied with the performance of their motorbike.
R. Sivarani (2008) 4 in her study has found that friends are the major source of information
for the consumers who buy Hero Honda motorbikes. They are followed by relatives, colleagues,
advertisement, and other sources. She has studied the awareness of the consumers regarding
different models of Hero Honda motor bikes. It was clear that 64.7 percent consumers are aware of
all models of Hero Honda motorbikes, whereas 35.3 percent consumers were not aware of all
models.

8
R. Sivarani (2008) 5 in her study has found that friends are the major source of information
for the consumers who buy Hero Honda motorbikes. They are followed by relatives, colleagues,
advertisement, and other sources. She has studied the awareness of the consumers regarding
different models of Hero Honda motor bikes. It was clear that 64.7 percent consumers are aware of
all models of Hero Honda motorbikes, whereas 35.3 percent consumers were not aware of all
models.
John Cranfield et.al (2010) 6 focused on assessing consumer preferences for Fair Trade
coffee products, which vary by the nature of particular attributes. Using a hypothetical choice
setting and conjoint analysis of data from a survey of consumers in Vancouver and Toronto, the
study explored which attributes were more important. Results suggested that price was the most
important attribute to consumers, followed by nature of the Fair Trade claim, region of origin,
nature of production method, roast of the coffee bean and, lastly, form of the coffee. The importance
of these attributes did not vary appreciably across the Toronto and Vancouver samples. As expected,
utility was decreasing in price, with consumers in Toronto being more price-sensitive.
Hamza et.al (2010) 7 stated that Cognitive Dissonance is a post-purchase phenomenon
where the consumers are in fix with their recent decision. It is a situation that exists when
consumers who have made recent purchases feel doubts about the wisdom of their decisions.
Customer expectations can be explained as the ideas and feelings of a customer about the product or
service and depends on what he or she needs from the product. The relation between customers’
expectations and its relative importance in generating Cognitive Dissonance to such customers have
been studied by the authors and reported in this paper. The study is conducted among the students’
belonging to the age group of 19-25 years in a University from the state of Kerala, who bought a
durable product very close to the time of study (in seven days). The dimensions of customers’
expectations has been classified as expectation on quality, expectation on after sales service,
expectation on customer consideration, expectation on offers/promotions, and expectation of price.
Anbazhagan (2011) 8 in his study stated that "Safety", "Road Grip" and "Maintenance" are
the major factors that determine the purchase decision of two wheelers. "Ignition Performance,"
"Availability of Spare Parts" and "Warranty / Guarantee" are the least factors that determine the
purchase decision of two wheelers. The customers are more influenced by the advertisements and
least influenced by their spouse towards the purchase decisions of two wheelers. Customers under
the age of 26 – 35 years are more satisfied with the Performance factor and the customers less than
25 years are less satisfied with the Performance factor. so that they could retain their customers in
the competitive two-wheeler market.
9
Sathish (2011) 9 undertook a study on consumer behaviour towards Automobile Products
with Special Reference to Two- Wheeler in Tirunelveli City. The objective of the study is to find out
the consumer behaviour of automobile products in terms of their buying decisions and motives in
the two wheeler segment. It is interesting to note that the consumer like costly bike because many of
the good features are found in those costly bikes even though the consumers may not have the
purchasing power to buy it. Value addition and the Aesthetic values attract more consumers in the
two wheelers segment.
Kanwal et.al (2011) 10 attempted to study the pre purchase behaviour and the post purchase
behaviour of consumers of passenger cars in Punjab and identified the factors that influence the
purchase decisions of customers while purchasing a car. The study was conducted by choosing 200
respondents from Punjab with different demographic characteristics using simple random sampling
method. Maruti Swift was found to be the most preferred brand. There was a close competition for
second Results of Multi dimensional scaling showed that brand name, fuel efficiency and price
highly influence the consumers in purchasing car bike.
Abdullah et.al (2012) 11 in their study determined the attitude of consumers towards
product attributes of Honda, Yamaha, and Suzuki motorbikes. The researchers used the Fishbein
attitude-toward-object model and the theory-of- reasoned-action model to analyze the consumer
attitude. The results of consumer ratings revealed that Honda brand has a higher valuation (60.03)
than the two other brands Yamaha (56.14) and Suzuki (55.00). It is clear from the comparison of
these values that consumers prefer the brand Honda to Yamaha and Suzuki because consumers
evaluate that product attributes of Honda brand is better than on the attributes of Yamaha and
Suzuki.
Sheetal SoniIn (2012) 12 has studied the consumer behaviour towards Two- Wheeler Bikes
– by comparing Rural and Urban Consumers of Jodhpur District of Rajasthan. In urban areas, 36
percent of the consumers using Hero MotoCorp rated the performance is good, while 28 percent felt
that the performance is excellent and 36 percent rated the performance as fair. In rural areas, 21
percent reported that the performance is good, 36 percent said that it is excellent and 43 percent
reported the performance to be fair.
Coming to Bajaj, in urban areas, 68 percent of the respondents felt that the performance of
their two-wheeler bike was good, In urban areas, TVS Two-Wheelers, 73 percent reported that the
performance of their two- wheeler was good, 9 percent said that it was excellent and 18 percent
rated it as fair.In rural areas, out of 12 respondents, and 25 percent each rated it as excellent and
fair respectively.
10
Murali Manohari (2013) 13 made a study on customer’s preference towards iconic brand
Royal Enfield Motorbikes in Coimbatore City, The study could provide appropriate and timely
information about the position of preference level of customer towards Royal Enfield. This study
also investigates the services and factors which influence the customers to purchase the Royal
Enfield bikes and also identify what customers are expecting from the Royal Enfield. Customer
preference is influenced strongly by culture, social, personal and psychological factors. For this
purpose, 120 customers were selected and obtained the various responses based on the
questionnaire method. By and large it was found that most of the customers are choosing Royal
Enfield vehicles because of its Vehicle Appearance, pickup, good models and engine appearance.
Malar Mathi (2013) 14 undertook a study on consumer buying behavior towards HERO
MOTO CORP in Erode. The study revealed that 27 percent of the respondents prefer to buy
splendor plus motorbike, 18 percent of the respondents prefer to buy CBZ Extreme, 17 percent of
the respondents are prefer HUN, 11 percent of the respondents prefer Passion Plus and the
remaining 18 percent of the respondents are prefer other models of Hero and honda bikes.
Venkateswaran et.al (2013) 15 studied the influence of new media marketing on compact
car purchasing decision of the consumers. The study was based on theperception, behaviour and
satisfaction of the consumers over compact cars. Questionnaires were used to collect the primary
data from sample respondents. Simple random sampling technique was adopted in the study to
select the 200 respondents and descriptive statistical tools such as percentage, mean, median and
standard deviation have been used to describe the profile of consumers, preferred product attributes
and level of satisfaction.
Debasis et.al (2014) 16 in his study on ‘Consumer Satisfaction of Two Wheeler Bikes’ has
found that Bajaj, Hero and Honda bike owners are more satisfied in mileage than Yamaha & TVS
motorbikes. Bajaj, Honda and Yamaha bike owners are more satisfied with power than Hero and
TVS motorbikes. Yamaha and Honda Bike owners are more satisfied with technology while Hero,
Bajaj and Honda motor bike owners are more satisfied with After Sales Service.
A. Ramani (2014) 17 stated that majority of the respondents are (46 percent) of the
respondents feel that Suzuki motorbike gives 55-70 km per litre. Majority of the espondents (64
percent) feel that appearance of Suzuki motorbike is good. It is clear from the study that majority of
the respondents (54 percent) feel good about the delivery facilities of Suzuki Showroom at
Tirunelvel City. Majority of the respondents (54 percent) feel that the service charges in Suzuki
Company are very low. It is also understood that the company’s customer care is good.

11
Sakthivel Murugan (2014) 18 had investigated the extent of perception of women
consumers towards the purchase decision of two wheelers in metropolitan cities of India. ANOVA
technique is used to study the influence of region on women consumers in their preference, attitude,
decision making and satisfaction towards the purchase of two wheelers. The results were significant
at 95 percent confidence level for all variables. Accordingly, the perception of women consumers of
two wheelers in four regions differ widely with respect to variables like schemes, product
performance, promotional schemes utilitarian benefits, personal characters, product characteristics,
promotional schemes, product aspects and value added benefits. This leads to the mean wise
comparison of four regions women consumers of two wheelers.
Mahalakshmi (2014) 19 has studied the consumer satisfaction of two-wheelers in Theni
District. The study was restricted only to Theni city. A total of 240 consumers of departmental
stores were personally surveyed with a structured questionnaire. Statistical analysis such as
percentage analysis and Chi square were carried out. The preferences of the consumers clearly
indicate their importance of advertisement in influencing their purchase, the additional facilities
expected, improvement expected in handling defective goods and many.
At the beginning of the century the automobile entered the transportation market as a toy for
the rich. However, it became increasingly popular among the general population because it gave
travelers the freedom to travel when they wanted to and where they wanted.
Weerasiri (2015) 20 attempted to analyze why Indian two-wheeler brands are becoming
more popular and which factors affect the purchasing decision. Data were collected from four
districts representing the Sri Lankan population using questionnaire. The researcher employed six
variables namely Price, Technology and Design, Product Awareness, Spare Parts Availability, After
Sales Services and Economic Conditions. According to statistics, Bajaj, Honda, Yamaha, TVS and
Mahindra are the key players in India as well as Sri Lankan market. Most of Sri Lankan two
wheeler customers prefer to buy these brands. According to the correlation analysis it was revealed
that there is a significant relationship between independent variables and consumers’ buying
intension towards in the automobile industry especially on two wheeler sales.
Col Tajammul (2015) 21 analysed the perception of Youngsters in making purchase
decision of Bikes or Scooters in and around Landran near Mohali. Most of the male respondents
prefer Bajaj brand of motorbike and most of the female respondents prefer Honda brand of
Scooters. Majority of the respondents pay more attention on Style and Colour while purchasing Two
Wheelers and give least priority to Service Centre and pollution free attributes. Most of the
respondents prefer Mileage as their second priority and Outlook of the Two Wheeler as their third
priority are bikes.
12
Catherine Rexy etal (2016) 22 made an empirical approach to measure the satisfaction of
two-wheeler customer satisfaction. The studies revealed that majority of the respondents are
satisfied with maintenance cost of two wheelers. The respondents using Yamaha motorbike are
more satisfied than the other two wheeler brands. The age groups between 20-25 years were more
satisfied when compared to other age groups. There is no significant difference in the satisfaction
level of consumers belonging to different occupations categories. Four factors were identified for
the satisfaction level namely economic aspects, optimum service, time and safety, easy handling and
service facilities. The grand mean score values of these factors indicate that companies have to give
more focus on the factors to expand customer base.
Najeemudeen (2016) 23 studied the information sources for Two-wheeler Purchase in
Malappuram District of Kerala. Most of the customers tend to gather maximum information on two-
wheelers for making a final decision on which brand and model to be purchased. Age and
Occupation of the respondents have an impact on the sources of information about two-wheelers.
Brand of two-wheeler owned, type of two-wheeler owned, duration of ownership of the two-
wheeler, the duration of changing the Two-wheeler and the number of brands considered before
making the final buying decision also have some bearing upon the buying motives of the customers
towards Two-wheelers.
Warittha (2016) 24 emphasized that the manufacturers of instant should adopt marketing
concept and develop marketing orientated strategies. Marketing strategies should be implemented at
the functional level, for example product, promotion, distribution and price. The manufacturers
should attract more consumers by making innovations in instant functional coffee in terms of
benefits with different consumer; aroma, multiple flavors and product information on the
packaging. Moreover, clear nutritional facts labeling on packages are a valuable source of
information that informed decisions by helping them understand the health benefits.
Rana Pratap (2017) 25 observed that company showroom is the major source of
information of 44 percent respondents; friends/ relatives are the major source of information for 20
percent respondents, followed by other sources (16%), print media (12 percent) and television (8
percent). Around 34 percent of the respondents have purchased their bike on their own choice, 26
percent are influenced by their friends followed by 24 percent by parents and 8 percent by
dealer/mechanics. Around 50 percent respondents considered the product attribute “Brand Name” as
somewhat important factor in taking buying decisions, 46 percent considered “Brand Name” as very
important and almost all the respondents are considering mileage of a bike as a very influential
product attribute.

13
Muniganti Praveen (2017) 26 studied the preference of the consumers to select two
wheelers. The survey reports some useful findings. On the basis of the findings, the following
suggestions are arrived at. The consumers are expecting quality and fuel efficiency. So, the
companies have to take steps to improve fuel efficiency. Fuel efficiency is a very important factor
for two-wheelers. Majority of the consumers are more aware of this one. Therefore, regarding this
aspect, companies design fuel- efficient vehicles. This will create positive attitude to the consumers.
From that, companies have to increase their market potential.
T Nielsen (2019) 27 E-bikes are still a nascent technology. The manufacturers should attract
more consumers by making innovations in instant functional coffee in terms of benefits with
different consumer; aroma, multiple flavors and product information on the packaging. Moreover,
clear nutritional facts labeling on packages are a valuable source of information that informed
decisions by helping them understand the health benefits.
J Zhou (2023) 28 To gain Knowladge of current sutiation of and anticipated shifts in the
field of e-bikes emphasized that the manufacturers of instant should adopt marketing concept and
develop marketing orientated strategies. Marketing strategies should be implemented at the
functional level, for example product, promotion, distribution and price. The manufacturers should
attract more consumers by making innovations e-bikes.
RESEARCH GAP
Obtaining the conceptual knowledge in research area, the relevant literature consists of text
books, research studies, thesis, journals and articles published in the past . Both India and abroad
based marketing strategies. From the above of literature most of the I studies indicate consumer
satisfaction in automobile industry. The evolution of two-wheeler helped people move faster and
further. There is no marketing study was undertaken to know the details of consumer satisfaction of
customers in two-wheeler industry.

14
Reference:
____________________________________________________________________
1 Santhosh Kumar, D. Raghunatha Reddy, M.L. Kameswari (2005) Consumer buying behavior
in two-wheeler industry with special reference to Hero Honda Motorbikes, Indian Journal of
Marketing, No: 10, Vol. XXX, October, PP. 12-18.
2 Reddy, Mallikarjuna, K. (2006), “Consumers Behavior Towards Two wheeler Motor Bikes”,
Osmania Journal of Management, Vol. II, No. 2, June, PP.7-11.
3 Samir (2007). “Customer preferences and customer satisfaction with regard to specific brands of
bikes (TVS, HONDA and BAJAJ) -A case study of Yamuna Nagar”, Dissertation for Master of
Business Administration, Kurukshethra University, PP.11-85.
4 Sivarani. R. (2008). “Why do consumers buy Hero Honda motorbike – a critical study in
Tirunelveli City, M.Phil dissertation, Manonmaniam Sundaranar University (DDE), Tirunelveli,
May.PP.1-110.
5 Sivarani. R. (2008). “Why do consumers buy Hero Honda motorbike – a critical study in
Tirunelveli City, M.Phil dissertation, Manonmaniam Sundaranar University (DDE), Tirunelveli,
May.PP.1-110.
6 John Cranfield. Spencer Henson, James Northey, Oliver Masakure (2010). “An Assessment
of consumer preference for Fair Trade Coffee in Toronto and Vancouver”, Agribusiness, Vol. 26 (2),
PP. 307–325.
7 A Hamza (2010). “A study on the Dimensions of Customer Expectations and their Relationship
with Cognitive Dissonance”, Journal of Management, Volume VIII No. 1, PP. 22-26.
8 Anbazhagan.V (2011). “User’s perception of two wheelers – A study with reference to 100cc
motorcycles, Ph.D dissertation, St. Peter’s University, Chennai, PP. 1- 336.
9 Sathish (2011). “A Study on consumer Behaviour of Automobile Products with Special Reference
to Two- Wheeler in Tirunelveli City Tamil Nadu”, Indian Journal of Applied Research, Vol.1 , Issue
3, December .
10 Kanwal Gurleen, Sukhmani. (2011), Journal of Radix International Educational and Research
Consortium, Volume 1, Issue 2, PP 221-238.
11 Abdullah Ramdhani, Dini Turipanam Alamanda, Hendri Sudrajat (2012).“Analysis of
consumer attitude using Fishbein Multi-Attributes Approach”, International Journal of Basic and
Applied Science, Vol.1, No.1, July, PP. 33-39.
12 Sheetal Soni (2012).“Consumer Behaviour towards Two-Wheeler Bikes – A Comparitive Study
of Rural and Urban Consume of Jodhpur District of Rajasthan”, Glpbal Research Analysis, Vol. 1,
Issue. 7.
15
________________________________________________________________________________

13 Murali Manohari (2013). “A study on customer’s preference towards Royal Enfield

Motorbikes in Coimbatore City Tamilnadu”, International Journal of Advanced Research in
Business Management and Administration, Vol.:1, Issue:1, December, PP.:91-104.
14 Malar Mathi , K., Krishna Kumar, and C. Saraswathi (2013). “A STUDY ON consumer
buying behavior towards Hero Moto Corp in Erode, Global Journal of Arts and Management, No. 3
(1), PP.23-28.
15 Venkateswaran.T.S, J..Clement Sudhahar. (2013), “New media influence on compact car
purchasing decision making in Tamil Nadu: An empirical study”, Online International
Interdisciplinary Research Journal, Volume-III, Issue-VI, PP 430-439.
16 Debasis Tripathy, Ronald Mani (2014). “A Study on Consumer satisfaction of Two Wheeler
Bikes”, International Journal of Engineering and Management Research, Volume-4, Issue-4,
August, PP. 303-306.
17 Ramani (2014). “A study on customer’s satisfaction of Suzuki Motor bike in Tirunelveli City’,
Project for Master of Commerce, ‘Manonmaniam Sundaranar University, Tirunelveli. PP 1-18.
18 Sakthivel Murugan.M, R.M.Shanthi (2014). “Perception of Women Consumers towards the
Purchase Decision of Two Wheelers in India – A Study With Reference to Metropolitan Cities”,
International Research Journal of Business and Management, Vol. No.2, PP.25-35.
19 Mahalakshmi (2014). “Customer satisfaction on two wheelers a special reference with TVs,
XL, in Theni District:, Vl 1. Issue – 8, PP. 1-41.
20 Weerasiri1, R.A.S and A. S. M. G. Mendis (2015). “Factors Affecting Purchase Decision for
Indian Two Wheelers in Sri Lankan Market”, “Kelaniya Journal of Management, Vol. 4, No. 2,
July-December, PP.42.
21 Col Tajammul Hoda (2015). “A Study analysing the perception of Youngsters in making
purchase decision of Bikes or Scooters in and around Landran near Mohali, Biz and Bytes, Vol. 6.
Issue: 2, PP.25-32.
22 Catherine Rexy, S.Rita and Vignesh Kumar (2016). “An Empirical Approach to Measure
Customer Satisfaction of Two Wheeler Users Using Six Sigma”, International Journal of Pure and
Applied Mathematical Sciences, Vol.9, No 2, PP. 231-245.
23 Najeemudeen. K.P, N. Panchanatham (2016). “Information sources for Two- wheeler
Purchase: An Analytical study with special focus on Malappuram District of Kerala”, Universal
Journal of Industrial and Business Management, Issue 4(2) PP.59-70.

16
________________________________________________________________________________

24 Warittha Limdechaphan (2016). “A study on consumer attitudes to instant functional coffee”,

Thesis for Master of Science Program in Marketing, Thammasat University, Thailand, PP.1-36.30
25 Rana Pratap (2017). “Consumers’ Perception towards Two-Wheelers – A study of Suzuki
access Motor cycle in Warangal, Telangana”, International Journal of Economic and Business
Review. Vol. 6, Issue – 7, July, PP 19-25.
26 Muniganti Praveen and N.Revath, (2017). “A Study on Consumer Preference towards
Selected Bike in Hanamkonda Town ” International Journal of Scientific Research and Management
(IJSRM), Volume 5 Issue 08 August 2017, PP. 1- 20.
27 T Nielsen (2019) “E-bikes are still a nascent technology ”, Recreation conflicts focused on
emerging on e-bike technologies.19 December 2019 PP. 3-5.
28 J Zhou (2023) “To gain Knowladge of current sutiation of and anticipated shifts in the field of
e-bikes ”, www.google.com

17
COMPANY PROFILE
CHAPTER – III
COMPANY PROFILE

The Honda Motorcycle and Scooters

The wholly owned subsidiary of Honda Motor Company,Japan, Honda Motorcycle &
Scooter India has amassed impressive numbers and credibility over the past decade with some very
successful models like the Active scooter and the Honda CBR 250cc motorcycle. HMSI is currently
the third largest two-wheeler company in India and is steadily climbing up the ranks and now with
its this plant getting operational,the long wait for its product also seems to be dropping effectively.
Marketing Strategy
The markets are different in terms of the way we reach out to them. As we are expecting
Dream Yugo to generate good volumes from Tier II and III towns,we need to work on both from
end and back end. So we are working on what we call the 3C strategy at Honda. The first C is
communication; we have to communicate in such a way that we are understood by customers
belonging to Tier II and Tier III towns. We want to translate our global slogan 'Power of Dreams'
into a language that is followed by the masses in India- 'Sach Kar denge sapne' is being used in
local languages as per the region.The second C is Connect; we have seen that the Indian buyer has a
very good balance of emotional and rational connect .He evaluates the product on looks and price,
as well as emotional connect through message and communication of the brand. That's why we have
roped in Akhay Kumar. We feel that the he has very wide acceptability amongest the masses. We are
also increasing our own network- from 1500 touch points last year.
We want to take it to 2000 by the end of this fiscal year. The product is a mass segment
product and it should be available closer to the mass. We are also increasing the reach of our
regional offices everywhere

18
HMSI: Honda Motorcycle & Scooter India,Private Limited

Honda Motorcycle & Scooter India, Private Limited

Type Private Company

Industry Automotive

Founded 20 Aug 1999

Headquarters Haryana, India

Key People Keita Muramatsu, President and CEO

Products Motorcycles, scooters

Parent Honda Motor Company, Limited

Slogan What you dream

Website HMSI

History
The history of the Honda brand is nothing more than the history of our challenges and
achievements in creating values,invariably ahead of our time. It is also the history of the dreams of
each people around the world.
19
Honda Joint Venture
In December 2010, the board of directors of the Hero Honda Group had decided to terminate
the joint venture between Hero Group India and Honda of Japan in a phased manner.The Hero
Group would buy out the 26% stake of the Honda in JV Hero Honda.
Under the joint venture Hero Group could not international markets (except Sri Lanka and
Nepal) and the termination would mean that Hero Group can now export.Since the beginning in
their bikes.So there are concerns that the Hero Group might not be able to sustain the performance
of the joint venture alone.
The Japanese auto will exit the joint venture through a series off market transaction by
giving the Muntjac family - that held a 26% stake in the company - an additional 26%. Honda,
which also has an independent fully owned two - wheeler subsidiary - Honda Motorcycle and
Scooter India (HMSI) - will exit Hero Honda at a discount and get over $1 billion for its stake.The
discount will be between 30% and 50% to the current value of Honda's stake as per the price of the
stock after the market closed on Wednesday.
The rising difference between the two partners gradually emerged as an irritant. Differences
had been brewing for a few years before the split over a variety of issues, ranging from Honda's
reluctance to fully and freely share technology with Hero (despite a 10 - year technology tie – up
that expires in 2014) as well as Indian partner's uneasiness over high royalty of Hero Honda (mainly
managed by the Munjal family) to merge the company's spare parts business with Honda's new fully
owned subsidairy Honda Motorcycle and Scooter India (HMSI).
As per the arrangement , it will be a two - leg deal.In the first part, the Munjal family, led by
Bridgman Lal Munjal group, will form an overseas - incorported special purpose vehicle (SPV) to
buy out Honda's entire stake , which will be backed by bridge loans.This SPV would eventually be
thrown open for private equity participation and those in the fray include War burg Pincus,
Kohlberg Kravis Roberts (KKR), TPG, Bain Capital, and Carlyle Group.Honda will continue to
provide technology to Hero Honda motorbikes untill 2014 for existing as well as future models.
Honda was established upon the fundamental belief in the value of each individual. Based
on our philosophy, we respect independent spirit and freedom, equality and mutual trust of human
beings who work for or come in contact with our company. As such our management policies focus
on developing and enhancing the essential characteristics that every individual possesses - capacity
to think, reason, and most importantly - the ability to dream. Being the largest producer of 2-
wheelers and one of the most admired companies in the world definitely thrills us. But what thrills
our associates most is the 'Joy of Creating', one of our missions at Honda, which promotes working
for our own happiness.
20
If you have a passion for 2-wheelers and possess a challenging spirit, your abilities are more
important to us rather than which university you passed from. India will be the biggest global
market for Honda's two-wheeler business by 2015 before eventually accounting for 30 per cent of
its overall market share. At present, this is 13 per cent but the company is going flat out with new
product launches as part of an aggressive growth strategy. The 110cc Dream Yuga motorcycle,
unveiled at the Auto Expo here on Thursday, will roll out this year for the mass market, a segment
in which Honda's former partner, the Hero group, rules the roost with the Splendor and Passion
brands.
Introduction to the Agency
The Honda Motors is one of the leading retail showroom and service in automobile industry
in the region. Established in the 1948 Tamil Nadu as it head quarters, in the last decade the
organization has expanded its geographic presence to key Indian destination.Offices spread across
major regions in the Tamil Nadu,have enabled them to remain close to their customers and provide
service on an "anytime".
The rapid and impressive strides made by the company reflect its emphasis on customer and
care. The customer have replicated with continuing loyalty. The largest showroom in the
Coimbatore district welcomes every customer as he walks in. Likewise the showroom has been
designed to international standards to offer a customer complete attention. The integrated complex
showroom, the service centre and the spare retail shops less than one roof. The customer is taken
through a product demonstration and offered support at every stage from vehicle selection and color
choice and finally up to the registration formalities. Efficient after sale service forms the part of the
package to keep the vehicle running smoothly and makes the customer happy.
Mass market pricing
The Yugo is expected to be priced competitively at around Rs 45,000, which could give the
company the much needed momentum in its motorcycle business. The other launches included a
new 110cc Dio scooter as well as the larger CBR150R and 250R bikes. Officials said Honda R&D
would now work closely with the Manesar operations of HMSI (Honda Motorcycle & Scooter
India), which would facilitate faster product launches in the coming years. In addition, the company
will increase the number of its zonal offices and training centers keeping in mind the growing
demand from smaller towns and the need to be closer to this critical buyer base. Clearly, Honda is
determined to make up the lost numbers ceded to the Hero group, which works out to over five
million units annually. The revised strategy will call for an aggressive play in the pricing segment
while offering top quality products.

21
Sales
Courteous sales executives attends to customer without delay extending their service as
required, whether direct sales or loan facilities. Loan facilities are available to all segments of
customers throughout the year.
Global share
India will, in the process, take over from Indonesia and Vietnam as Honda's biggest two-
wheeler market over the next five years. As for the bigger goal of 30 per cent share in its global
business, Honda's annual two-wheeler volumes here would have to be in the region of 10 million
units annually. Observers believe this could become a reality by 2020.
At present, over four million units are in place from its three units in Manesar (the largest
with 1.6 million), the recently commissioned Rajasthan plant and the newly identified site in
Karnataka (with capacities of 1.2 million units each). The balance six million bikes and scooters, in
that case, will have to be generated from new facilities even as reports are already doing the rounds
that Honda is looking at options in the western and southern regions post-2014.
PRODUCT PROFILE OF HONDA BRANDS
➢  Honda Aviator
➢  Honda Activa 5G
➢  Honda Dio
➢  Honda Eterno
➢  Honda Unicorn
➢  Honda Shine
➢  Honda Twister
➢  Honda CBR
➢  Honda VT 1300CX Bikes
➢  Honda Gold Wing GL 1800 Bikes

22
Honda Avitor

Price : 70,000 to 80,500

➢ Honda Aviator is the third scooter that Japanese maker offers in India after the Activa.
➢ The Aviator with its tallish look and ‘Live your style’ slogan targets is mainly male riders.

Honda Activa 5G

Price : 79,500 to 85,000

➢ Honda Activa is an easy to ride two wheeler with good pick-up and high reliability.
➢ Thanks to its user-friendly features, it has been quite successful in India
➢ The vehicle has the option of kick and self-start,can choose according to one’s preferences.

23
Honda Dio

Price: 98,000

➢ Honda Dio, manufactured and assembled in India by Honda's HMSI subsidiary,.
➢ It is India' first motor scooter introduced in 2001.
➢ With attractive body colour and appealing structure, Dio makes its presence felt on the road.

Honda Eterno

Price : 65,899

➢ Honda Eterno ensures steady and smooth ride in any road condition.
➢ The scooter has good pick up and accelerates fast.
➢ The vehicle offers complete pleasure of riding, thanks to its features like handle position etc.

24
Honda Unicorn

Price: 1,09,700

➢ The bike is fantastic both in performance as well as aesthetic value.
➢ It is a perfect fusion of sporty and macho design.
➢ With features like swift acceleration, superior mileage, international styling etc..
➢ The bike has made some benchmarks in Indian automotive industry.

Honda Shine

Price: 92,570

➢ The honda Shine is a motorcycle developed by Honda Motorcycle&Scooter India (HMSI).

➢ It was introuced in India in 2006 .It is a 125 cc motorcylcle.
➢ Honda shine wil be powered by amazing ESP technology.

25
Twister

Price: 55,700

➢ The Honda CB Twister is a motorcycle manufacured and marketed in Indain.
➢ The the Honda subsidairy Honda and Scooter India (HMSI).
➢ It was introdued in december 2001.
➢ It was given "the most awarded motorcycle of the year"in 2011
➢ It is available in the Philppines as the Honda CB 110,and in Indain as the CB Twister.

CBR

Price : Rs 1,94,666

➢ The Honda CBR models are a series of Honda sport bikes.

➢ Sport bikes several of which (400RR,600RR,900RR,92,954RR and 1000RR) are marketed.
➢ The single cylinder CBR 125 and CBR 150,all CBR motorbikes have inline engines.
➢ Less sporting models with inline engines make up the CB series.

26

Honda VT 1300CX Bikes

Price : Rs.13.00 lakh

➢ The VT 1300CX has the looks and features to compete.

➢ Harley-Davidson but lacks the cult fan following of its much famous rival.

Honda Gold Wing GL 1800 Bikes

Price:Rs.28.50 to 31.50 lakhs

➢ An iconic luxury tourer, the Honda Gold Wing GL 1800 is a popular touring motorcycle.
➢ Its state of the art luxury features like heated grips, independently adjustable etc.
➢ It is a favourite among the global luxury touring riders for its…

27
Product Offering
• Exchange Offer
• Free gifts
USP
Extrmely powerful engine and sporty design used in motorsoprts.
ORAGANIZATION CHART

Organization Departments
✔ Sales Departments
✔ Service & repair Department
✔ Delivery Department
✔ Spare Department
✔ Account & Billing Department

28
Sales Department
In this department all the matters regarding sales & purchase are handled. Here sales executive
meet the customer &brief them the all the details required information .Here sales executive gives
quotations, brief description about the required bike model.

Service & Repair Department

In this department all the matters regarding service & repair are taken care. This department
is well structured work supervisor address the problem & gives the customer delivery time then he
passes the work slip to head mechanic. Then head mechanics distributes the work with the
mechanic teams. And problem salving process is carried out.
Delivery Section
In this section delivery of new bikes are given to the customers. Here order is received by
delivery section in charge were ha cross checks the documents produced by the customer than he
gives the keys of the of the bike to the customer.
Spare part department
In this department spare part required by mechanic are stored.And issued on requirement of
the mechanic when necessary In this department large stock of Honda spare part are stored to avoid
customer inconvenience
Account & Billing department
In this department the matters regarding all registered .i.e.,,, all day -today transaction & final
reports product at the end of the financial year to the management.

29
DATA ANALYSIS &
INTERPRETATION
CHAPTER – IV
DATA ANALYSIS & INTERPRETATION
TABLE NO: 4.1
Gender of the Respondents

S. No Gender No. of. Respondents Percentage

1 Male 100 80

2 Female 25 20

Total 125 100

Source : Primary Data

Interpretation:
The table 4.1 explains that, 80% of the respondents are male 20% of the respondents are
female. It is concluded that majority of the respondents are male group.

30
Chart No: 4.1

31
TABLE NO: 4.2
Age of the Respondents

S. No Age No. Of. Respondents Percentage

1 18 to 25 20 16

2 25 to 40 75 60

3 40 to 55 30 24

Total 125 100

Source : Primary Data

Interpretation:
The table 4.2 interprets that 16% of the respondents belongs to age group of below 18 to 25
years, 75% of the respondents belongs to the age group between 25 to 40 years, and 24% of the
respondents belongs to the age group of 40 to 55 years.

32
Chart No: 4.2

33
TABLE NO: 4.3
Occupation Of the Respondents

S. No Occupation No. of the Percentage

Respondents

1 15 12
Businessman

2 40 32
Govt. Employee

3 65 52
Private employee

4 5 4
Farmer

Total 125 100

Source : Primary Data

Interpretation:
The table 4.11 inferred that,32% TVS product ,and 28% Bajaj & Honda product aware of
brand. Remaining 12% brand aware of the Hero.

50
Chart No: 4.11

51
TABLE NO: 4.12
Bike Changing Decision

S. No
Particulars No .of. Respondents Percentage

1 25 20
Yes

2 50 40
No

3 50 40
Can't say

125 100
Total

Source : Primary Data

Interpretation:
The table 4.12 inferred that, 40 % customers changing the bike, and 40 % customer can't
changing the bike, remaining 20% are not sure about it.

52
Chart No: 4.12

53
TABLE NO: 4.13
Companies Feature in Pricing Strategies

S.No Particulars No .of. Respondents Percentage

1 10 8
Hero

2 45 36
Honda

3 25 20
Bajaj

4 35 28
TVS

5 10 8
Others

125 100
Total

Source : Primary Data

Interpretation:
The table 4.13 illustrates that, 36% customers Honda company pricing strategies of better of
another company, and 28% customers TVS company pricing strategies of better in another
company, 20% customers Bajaj company pricing strategies better remaining 10% customer are not
sure about it.

54
Chart No: 4.13

55
TABLE NO: 4.14
Influence of Advertisement on customers decision

1 87 87%
Ready cash

2 13 13%
Installment bases

100 100%
Total

Source : Primary Data

Interpretation:
The above table shows that out of the 100% of the respondents, 87% of the respondents have
purchase of ready cash, 13% of the respondents have purchase of installment bases. Majority of the
respondents 87% are purchase from ready cash.

70
CHART NO: 4.21
MODE OF PURCHASE

71
TABLE NO: 4.22
OPINION ABOUT HONDA PRODUCTS

Frequency Percent Valid Percent Cumulative

Percent

Valid Highly
64 32.0 32.0 32.0
Satisfied

Satisfied
103 51.5 51.5 83.5

Non satisfied 23 11.5 11.5 95.5

Extremely Non
10 5.0 5.0 100.0
Satisfied

200 100.0 100.0

Total

Source : Primary Data

Interpretation:
The above table shows that 32% of the respondents are saying the highly satisfied, 51.5% of
the respondents are saying the satisfied, 11.5% of the respondents are saying the non satisfied,
remaining 5% of the respondents are saying the extremely non satisfied.

72
Chart No: 4.22

73
TABLE NO: 4.23
PRICE

Frequency Percent Valid Percent Cumulative

Percent

126 63.0 63.0 63.0

Medium level

Low level 60 30.0 30.0 93.0

High level
14 7.0 7.0 100.0

Total 200 100.0 100.0

Source : Primary Data

Interpretation:
The table shows that 63% of the respondents from the price level was medium, 30% of the
respondents from the price level was low, 7% of the respondents from the price level was high,

74
Chart No: 4.23
PRICE

75
TABLE NO: 4.24
MILEAGE

Frequency Percent Valid Percent Cumulative

Percent

95 47.5 47.5 47.5

Valid Highly Satisfied

82 41.0 41.0 88.5

Satisfied

Non satisfied 16 8.0 8.0 96.5

Dissatisfied
2 1.0 1.0 97.5

High 5 2.5 2.5 100.0

Dissatisfied

Total 200 100.0 100.0

Source : Primary Data

Interpretation:
The above table shows that 47.5% of the respondents are saying highly satisfied, 41% of the
respondents are saying satisfied, 8% of the respondents are saying non satisfied, 1% of the
respondents are saying dissatisfied, 2.5% of the respondents are saying highly dissatisfied.

76
Chart No: 4.24

77
TABLE NO: 4.25
AFTER SALES SERVICE

Frequency Percent Valid Percent Cumulative Percent

Valid Highly satisfied

66 33.0 33.0 33.0

Satisfied 81 40.5 40.5 73.5

Non satisfied
47 23.5 23.5 97.0

5 2.5 2.5 99.5

Dissatisfied

Highly non
1 5 5
Satisfied

Total 200 100.0 100.0 100.0

Source : Primary Data

Interpretation:
The above table shows that 33% of the respondents are saying highly satisfied,40.5% of the
respondents are saying satisfied, 23.5% of the respondents are saying non satisfied, 2.5% of the
respondents are saying dissatisfied, remaining 0.5% of the respondents are saying highly non
satisfied.
78
Chart No: 4.25

79
TABLE NO: 4.26
RESALE VALUE

Frequency Percent Valid Percent Cumulative Percent

10.0 10.0 10.0

Valid High satisfied
20

Satisfied 81 40.5 40.5 50.5

Non satisfied
82 41.0 41.0 91.5

Dissatisfied 13 6.5 6.5 98.0

Highly
4 2.0 2.0 100.0
dissatisfied

200 100.0 100.0

Total

Source : Primary Data

Interpretation:
The above table shows that 10% of the respondents are saying high satisfied,40.5%of the
respondents are saying satisfied, 41% of the respondents are saying non satisfied,6.5% of the
respondents are saying dissatisfied, remaining 2% of the respondents are saying high dissatisfied.

80
Chart No: 4.26

81
TABLE NO: 4.27
SPARE PARTS PRICE

Frequency Percent Valid Percent Cumulative Percent

14 7.0 7.0 7.0

Valid High satisfied

Satisfied 73 36.5 36.5 43.5

Non satisfied
100 50.0 50.0 93.5

Dissatisfied 9 4.5 4.5 98.0

Highly
4 2.0 2.0 100.0
dissatisfied

200 100.0 100.0

Total

Source : Primary Data

Interpretation:
The above table shows that 10.5% of the respondents are saying high satisfied,54.5%of the
respondents are saying satisfied, 32.0% of the respondents are saying non satisfied,2.5% of the
respondents are saying dissatisfied, remaining .5% of the respondents are saying highly dissatisfied.

98
Chart No: 4.35

99
TABLE NO: 4.36
PERCEPTION ABOUT DEALER’S SERVICE QUALITY

Frequency Percent Valid Percent Cumulative Percent

26 13.0 13.0 13.0

Valid Highly satisfied

Satisfied 84 42.0 42.0 55.0

Average
73 36.5 36.5 91.5

Non satisfied 13 6.5 6.5 98.0

Highly Dissatisfied
4 2.0 2.0 100.0

Total
200 100.0 100.0

Source : Primary Data

Interpretation:
The above table shows that 13% of the respondents are saying high satisfied,42%of the
respondents are saying satisfied, 36.5% of the respondents are saying non satisfied,6.5% of the
respondents are saying dissatisfied, remaining 2% of the respondents are saying highly dissatisfied.

100
Chart No: 4.36

101
TABLE NO: 4.37
RECOMMENDED BY

Frequency Percent Valid Percent Cumulative Percent

50 25.0 25.0 25.0

Valid Highly satisfied

Internet 77 38.5 38.5 63.5

News Paper
44 22.0 22.0 85.5

Friends 21 10.5 10.5 96.0

Relatives
8 4.0 4.0 100.0

Total
200 100.0 100.0

Source : Primary Data

Interpretation:

He above table shows that 25% of the respondents are saying advertisements, 38.5%of the
respondents are saying internet, 22.0% of the respondents are saying newspaper,10.5% of the
respondents are saying friends, remaining 4.0% of the respondents are saying relatives.

102
Chart No: 4.37

103
TABLE NO: 4.38
SATISFACTION ON AFTER SALES SERVICE

Frequency Percent Valid Percent Cumulative Percent

Valid Highly satisfied

72 36.0 36.0 36.0

Neutral
84 42.0 42.0 78.0

Non satisfied
44 22.0 22.0 100.0

Total 200 100.0 100.0

Source : Primary Data

Interpretation:

The above table shows that 36% of the respondents are saying satisfied, 42% of the
respondents are saying neutral, 22% of the respondents are saying non satisfied.

104
Chart No: 4.38

105
TABLE NO: 4.39
PROBLEM FACE IN USING HONDA PRODUCT

Frequency Percent Valid Percent Cumulative Percent

39 16.0 16.0 16.0

Valid Break Down

Poor Mileage 49 24.5 24.5 40.5

Cost of spares
62 31.0 31.0 71.5

Service unavailable 44 22.0 22.0 93.5

13 6.5 6.5 100.0

Higher Maintenance
cost

Total 200 100.0 100.0

Source : Primary Data

Interpretation:
The above table shows that 16% of the respondents are saying break down,24.5%of the
respondents are saying poor mileage, 31% of the respondents are saying cost of spares,22% of the
respondents are saying service unavailable.6.5% of the respondents are saying higher maintenances
cost.

106
Chart No: 4.39

107
TABLE NO: 4.40
ADVERTISEMENT

Percentage
Option No. of . The Respondents

Extremely important 64 32%

Very important 72 36%

Somewhat important 50 50%

Not important 14 14%

Total 200 100

Source : Primary Data

Interpretation:
The above table portrays the inference that 32% of the respondents are extremely important,
41% of the respondents are very important, 27% of the respondents are some what important.

108
Chart No: 4.40
ADVERTISEMENT CAMPAIGN FOLLOWED BY THE SHOP

109
TABLE NO: 4.41

Chi-Square Analysis between Gender Group and Level of influence

H 0 : “There is no significant relationship between Gender Group and Level of influence

H 1 : “There is a significant relationship between Gender and level of influence.

Gender * level of influence Cross tabulation

Gender Level of influence
Total
Low Middle High
Male 37 45 18 100
37% 45% 18% 100%
Female 10 7 8 25
40% 28% 3% 100%
Total 47 52 26 125
37.6% 41.6% 20.8% 100%
Source : Primary Data
Interpretation:

The table 4.41 reveals that, 45percent of the male respondents are having middle level of
influence on the factor selected under study and 40 % of the female are having low level of
influence on the factor selecting under the study. In order to study the relationship between Gender
and level of influence on the selected factors , the chi - square test executed and the result show
below

Chi-Square Tests

Value Df Asymp. Sig. (2-sided)

Pearson Chi-Square 3.322 a 2 .190

Likelihood Ratio 3.263 2 .196

Source : Primary Data

Interpretation:
The above table revels that the estimated value (0.190) is higher than 0.005, the standard
value at 5% level of significance . It is concluded that there is no significant relationship between
the Gender of the respondent and the factor influencing to buy bike.

110
TABLE NO: 4.42
Chi-Square Analysis between Age Group and Level of influence

H 0 : “There is no significant relationship between Age and level of influence.

H 1 : “There is a significant relationship between Age and level of influence.

Age * level of influence Cross tabulation

Age of the Level of influence
respondents Low Middle High Total

Below 25 14 6 0 20
70% 30% .0% 100%
25 to 40 2 3 20 75
29.3% 44% 26.7% 100%
Above 40 11 13 6 30
36.7% 43.3% 20.0% 100%
Total 47 52 26 125
37.6% 41.6% 20.8% 100%
Source : Primary Data
Interpretation:
The table 4.42 indicates that70 present of the respondents belongs to the age category of
below 25 years are having middle level of influence on the factor selected under study and 44 % of
the Respondents age category 25 to 40 years are having middle level of influence on the factor
selecting under the study .Among the 43% of the respondents are having middle level of influence
on the factor selecting under the study and 60 % of the farmer are having middle level of influence
on the various studied. In order to study the relationship between age and level of influence on the
selected factors , the chi - square test executed and the result show below

Chi-Square Tests

Value Df Asymp. Sig. (2-sided)

Pearson Chi-Square 13.137 a 4 .011

Likelihood Ratio 16.233 4 .033

Source : Primary Data
Interpretation:
The table revels that, the estimated value (0.011) is less than 0.005, the standard value at5%
level of significance. It is concluded that there is a significant relationship between the Age of the
respondent and the factor influencing to buy bike. Hence the Null hypothesis rejected

111
TABLE NO: 4.43
Chi-Square Analysis between Occupation and Level of influence

H 0 :“There is no significant relationship between Occupation and level of influence

H 1 :“There is a significant relationship between Occupation and level of influence.

Occupation * level of influence Cross tabulation

Occupation Level of influence
Low Middle High Total

Businessman 3 9 3 15
20% 60% 20% 100%
govt. Employee 15 16 9 40
37.5% 40% 22.5% 100%
private employee 28 24 13 65
43.1% 36.9% 20% 100%
Farmer 1 3 1 5
20% 60% 20% 100%
Total 47 52 26 125
37.6% 41.6% 20.8% 100%
Source : Primary Data
Interpretation:
The table 4.43 indicates that ,60percent of the respondents belongs to the Business man
occupation category are having middle level of influence on the factor selected under study and 40
% of the govt. employee are having middle level of influence on the factor selecting under the study
and 43.1% of the private employee are having low level of influence on the factor selecting under
the study and 60 % of the farmer are having middle level of influence on the various studied. In
order to study the relationship between occupation and level of influence on the selected factors, the
chi - square test executed and the result show below

Chi-Square Tests

Value Df Asymp. Sig. (2-sided)

Pearson Chi-Square 4.242a 6 .644

Likelihood Ratio 4.376 6 .626

Source : Primary Data
Interpretation:
The above table revels that the estimated value (0.644) is higher than 0.005, the standard
value at 5% level of significance . It is concluded that there is no significant relationship between
the occupation of the respondent and the factor influencing to buy bike. Hence the Null hypothesis
Accepted.
112
TABLE NO: 4.44
Chi-Square Analysis between Annual Income and Level of influence

H 0 :“There is no significant relationship between Annual Income and level of influence.

H 1 :“There is a significant relationship between Annual Income and level of influence.

Occupation * level of influence Cross tabulation

Annual Income Level of influence
Low Middle High Total

Below 2,00,000 10 11 4 25
40% 44% 16% 100%
2,00,000 to 4,00,000 34 32 19 85
40% 37.6% 22.4% 100%
4,00,000 to 6,00,000 1 3 1 5
20% 60% 20% 100%
Above 6,00,000 2 6 2 10
20% 60% 20% 100%
Total 47 52 26 125
37.6% 41.6% 20.8% 100%
Source : Primary Data
Interpretation:
The table 4.44 tells that, 44percent of the respondents belongs to the 4,00,000 to
6,00,000income group category are having middle level of influence on the factor selected under
study .40 % of the Respondents income group category 25 to 40 years are having low level of
influence on the factor selecting under the study and 60% of the Respondents income group
category 25 to 40 years are having middle level of influence on the factor selecting under the study
Among the 60 % of the respondents are having middle level of influence on the factor selecting
under the study In order to study the relationship between income and level of influence on the
selected factors , the chi - square test executed and the result show below

Chi-Square Tests

Value Df Asymp. Sig. (2-sided)

Pearson Chi-Square 3.322a 2 .190

Likelihood Ratio 3.263 2 .196

Source : Primary Data
Interpretation:
The above table revels that, the estimated value (0.763) is higher than 0.005, the standard
value at 5% level of significance . It is the Income of the respondent and the factor influencing to
buy bike. Hence hypothesis is accepted.
113
FINDINGS, SUGGESTION
& CONCLUSION
__________________________________
CHAPTER – V

FINDINGS, SUGGESTIONS & CONCLUSION

5.1 FINDINGS

➢ The Research reveals that the majority (80% ) of the respondents are belongs to the age
group 25-40.and also the study shows that the majority (60 %) of the Respondents are
Male.

➢ The Research reveals that the majority (32%) of respondents are Private Employee. The
Research reveals that the majority (68%) of the respondents are comes under the income
between 200000-400000.

➢ The Research reveals that the majority (46 %) of the respondents have own Honda. and also
(28.%) of the respondents have preferred Bajaj.

➢ The Research reveals that the study show that the majority (52 %) of the respondents
preferring using own bike for more than 2 years to 5 years.

➢ The Research reveals that the majority (36 %) of the respondents are friends/family. And
also (24%) of the respondents are Internet.

➢ The Research reveals show that the majority (48%) of the respondents are personal work.
And also (36.05 %) of the respondents are Office work.

➢ The Research reveals that the majority (32%) of the respondents are cash to purchase the
bike. And also (24 %) of the respondents are Bank loan & friends /Relative.

➢ The Research reveals that the majorities (36%) of the respondents are Prefer the Power ,
(36%) of the respondents are Mileage and Maintenance.

➢ The Research reveals that the majority (32%) of the respondents are Brand aware theTVS
Company.

➢ The Research reveals that the majority (40 %) of the respondents are Good feature come in ,
then would to change the bike.

➢ The Research reveals that the Majority of respondents are businessman.

➢ The Research reveals that the Majority of respondents have bought HONDA FOR ITS
MILEAGE.

➢ The Research reveals that the Majority of respondents are belonging to 5000 – 10000
monthly income groups

➢ The Research reveals that the 48% of respondents own CT 100 DLX and 12% of
respondents own pulsar.

114
➢ The Research reveals that the74% of the respondents are highly satisfied with co- operation
of the agency in selecting and maintain the bike

➢ 47.5% of the respondents are saying high satisfied,51% of the respondents are saying
satisfied, 1% of the respondents are saying non satisfied,.5% of the respondents are saying
dissatisfied

➢ 38.5% of the respondents are saying high satisfied,51.5% of the respondents are satisfied,
9.5% of the respondents are saying non satisfied, remaining .5% of the respondents are
saying dissatisfied

➢ 37.5% of the respondents are saying high satisfied, 50% of the respondents are saying
satisfied, 11.5% of the respondents are saying non satisfied, remaining1% of the respondents
are saying dissatisfied.

➢ 34.5% of the respondents are saying high satisfied, 47.5% of the respondents are saying
satisfied, 16% of the respondents are saying non satisfied, remaining 2% of the respondents
are saying dissatisfied.

➢ 21% of the respondents are saying high satisfied,52.5% of the respondents are saying
satisfied, 23.0% of the respondents are saying non satisfied,2.5% of the respondents are
saying dissatisfied.1%of the respondents are saying highly dissatisfied.

➢ 17.5% of the respondents are saying high satisfied,48% of the respondents are saying
satisfied, 32.5% of the respondents are saying non satisfied,2% of the respondents are saying
dissatisfied.

➢ 7% of the respondents are saying high satisfied,45% of the respondents are saying satisfied,
39.5% of the respondents are saying non satisfied,8% of the respondents are saying
dissatisfied, .5% of the respondents are saying highly dissatisfied.

➢ 10.5% of the respondents are saying high satisfied,54.5% of the respondents are saying
satisfied, 32.0% of the respondents are saying non satisfied,2.5% of the respondents are
saying dissatisfied, remaining .5% of the respondents are saying highly dissatisfied.

➢ 13% of the respondents are saying high satisfied,42% of the respondents are saying
satisfied, 36.5% of the respondents are saying non satisfied,6.5% of the respondents are
saying dissatisfied, remaining 2% of the respondents are saying highly dissatisfied.

➢ 25% of the respondents are saying advertisements, 38.5% of the respondents are saying
internet, 22.0% of the respondents are saying news paper,10.5% of the respondents are
saying friends, remaining 4.0% of the respondents are saying relatives. 

➢ 36% of the respondents are very satisfied, 45% of the respondents are satisfied,18% of the
respondents are average,1% of the respondents are dissatisfied.

115
5.2 SUGGESTIONS
1) Honda should introduce more model having more engine power.

2) Honda should think about fuel efficiency in case of upper segment bikes.

3) More service centre’s should be opened for their Customers.

4) Maintenance cost and the availability of the spare parts should also be given importance.

5) They also introduce some good finance/discount schemes for students.

6) The price should be economic.

7) Company should maintain quality of after sale services to impress the customers

8) To come with different color of the scooters with new models.

9) Honda Company should take of resale value of bikes

10) All spares, accessories should be available at the service stations on proper time.

11) To improve the design for wheels for a better road with and safety driving.

116
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 Honda 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 Honda bike dealer been
serving its customers exceptionally well has created a better image and rust between its customers
with the majority of them being fully satisfied with the showroom goods and services. Further, it
has been detected that the showroom some to improve is a current level of performance. The
showroom can use more customer friendly method and train its sale customers towards serving the
people in the best possible manner. Customer Retention must be stressed and strategies must be
employed to ensure retention. the better relation must be developed with the customers in command
to avoid brand switching and safeguard repeated sales.

117
BIBLIOGRAPHY
__________________________________
BIBLIOGRAPHY

REFERENCES:

➢ Bijapurkar, Rama (2013), ‘A Never-Before World – tracking the Evolution of Consumer
India’, Penguin Books India, New Delhi.
➢ Gugloth, Sardar&Margani Soma Sekhara, (2012), ‘A Study Relating To The Decision-
Making Process Of Purchasing Two-Wheeler’s In Rural Area Of Andhra Pradesh’, Global
Journal of Commerce and Management Perspective, Vol 1 (2).

➢ Kanojia, Anuj Kumar (2011), ‘Analyzing The State Of Competition In Indian Two Wheeler
Industry’, Delhi School of Economics, June

➢ Maharashtra Government, (2011), ‘The Motor Transport Statistics of Maharashtra 2010-

2011’, Mumbai

➢ Mani, Ronald, Debasis Tripathy, (2013), ‘A Study On Consumer Buying Behavior Towards
two Wheeler Bikes In Context To Indian Market’, International Journal Of Advanced
Research in Management (IJARM), Volume 4, Issue 1, January- April, pp. 65

➢ Mohan,Vishnu(2009),A‘Short,SurveyonTwoWheelerIndustry’,http://icmimk.blogspot.in/200
9/07/short-survey-on-two-wheeler- industry-by.html

➢ Murugan, M. Sakthivel , R.M.Shanthi, (2014), ‘Perception of Women Consumers towards

the Purchase Decision of Two Wheelers in India – A Study With Reference to Metropolitan
Cities’, International Research Journal of Business and Management- Volume II.

➢ Philip Kotler., Grey Amstrong.,(1999) “Principles of Marketing”, AshokeK.Ghose., New

Delhi.

➢ Dr.C.Annandan&M.Prasanna Mohan Raj & Mr.S.Madhu, A Study on Brand preference of

washing soaps in rural areas, Indian Journal of marketing,March2007, Page no-30

➢ Dr.N.Chandrasekaran, Consumer Behaviour and Brand Preference towards Onida Television

–An Empirical Study with Reference to Karur, Tamilnadu,Indian Journal of Marketing, July
2009,Page No-58

➢ Dr.S.K.Sinha&Ajay Wagh, Analysing growth of cellular telecom sector and understanding

consumer’s preferences and choices on the use of cell phone-Indian Journal of Marketing.
Sep 2008 Page no -2

➢ RachelDardis, HoracioSoberon-Ferrer, consumer’s preferences for Japanese auto

mobiles,Journal of consumer affairs, summer 1994

➢ Ranawat and Tiwari (2009) Influence of Govt. Policies on India’s Automotive Industry,
March 2009, Working Paper No. 57, Hamburg University of technology. Asian Journal of
Technology & Management Research, Vol. 01 – Issue: 02 (Jul - Dec 2011)

118
➢ Dr.C.Annandan&M.Prasanna Mohan Raj &Mr.S.Madhu, A Study on Brand preference of
washing soaps in rural are as,Indian Journal of marketing,March2007,

➢ Dr.S.K.Sinha&Ajay Wagh, Analysing growth of cellular telecom sector and understanding
consumer’s preferences and choices on the use of cell phone- Indian Journal of Marketing.
Sep 2008 Page no -2

Magazines

➢ Business Today and India Today

➢ Dr.N.Chandrasekaran, Consumer Behaviour and Brand Preference towards Onida Television

–An Empirical Study with Reference to Karur, Tamilnadu,Indian Journal of Marketing, July
2009,

➢ RachelDardis, HoracioSoberon-Ferrer, consumer’s preferences for Japanese auto
mobiles,Journal of consumer affairs, summer 1994

Webliography

1. www.heromotorcorp.com

2. www.worldhonda.com

3. www.bajajauto.com

4. www.tvsmotors.com

5. www.honda2wheelerindia.com

119
QUESTIONNAIRE
__________________________________
QUESTIONNAIRE

A STUDY ON CUSTOMER SATISFACTION TOWARDS HONDA BIKES

WITH SPECIAL REFERENCE IN ANNUR TALUK

1. Name: _________________________

2. Gender :

(A) Male (b) Female

3. Age Group :

(A) Below 25 (B) 25 to 40 (C) 40 to 55 (D) Above 55

4. Occupation:

(A) Businessman (B) Govt. Employee (C) Private employee (D) Student (E) Retired

5. Annual income:

(A) Below 2,00,000 (B) 2,00,000 -4,00,000 (C) 4,00,000-6,00,00 (D) Above 6, 00,000

II. Consumer attitude & performance:

6. Which company's two wheeler do you have?

(A) HERO (B) BAJAJ (C) HONDA (D) TVS

7. For how long do you own a bike?

(A) 0Year – 2year (B) 2Year -5 year (C) 5Year -7Year (D) Above 7 Year

8. Since do you came to know about these two wheeler bike?

(A) Newspaper B) Television (C) Internet D) Friends/Family

9. For what purpose do you use these two wheeler bike?

(A)Office work (E) Other (B) Personal (C) Enjoyment (D) Education

10. Which source did you use to purchase a these two wheeler bike?

(A) Cash (B) Bank loan (C) Friend/Relative (D) Instalments

11. What will you prefer?

(A) Mileage (B) Power (C) Maintenance (D) Price

120
12. Which brand aware by you?

(A) HERO (B) BAJAJ (C) HONDA (D) TVS

13.If new bike with good feature come in , then would you like to change your bikes?

(A)Yes (B) No (C) Can’t says

14. Which company pricing strategies of better according to their features?

(A)Hero (B) Honda (C) Bajaj (D) TVS

15. Does advertisement influence your decision in choosing a motor bike?

(A)Yes (B) No (C) Can’t says

16. Which company's bikes you will suggest others to buy?

(A) HERO (B) BAJAJ (C) HONDA (D) TVS

17) opinion about Honda product :

a) highly satisfied b) satisfied c) Non satisfied d) extremely non satisfied

18) price level :

a) Medium b) low c) high

19) Mileage

a) highly satisfied b) satisfied c) Non satisfied d) dissatisfied e) highly dissatisfied

20) After sales service :

a) highly satisfied b) satisfied c) Non satisfied d) dissatisfied e) highly dissatisfied

21) Resale valuel:

a) highly satisfied b) satisfied c) Non satisfied d) dissatisfied e) highly dissatisfied

22) spare parts price :

a) highly satisfied b) satisfied c) Non satisfied d) dissatisfied e) highly dissatisfied

23) brand :

a) highly satisfied b) satisfied c) Non satisfied d) dissatisfied e) highly dissatisfied

121
24) Loyalty:

a) highly satisfied b) satisfied c) Non satisfied d) dissatisfied e) highly dissatisfied

25) Quality:

a) highly satisfied b) satisfied c) Non satisfied d) dissatisfied e) highly dissatisfied

26) Hospitality:

a) highly satisfied b) satisfied c) Non satisfied d) dissatisfied e) highly dissatisfied

27) Pickup:

a) highly satisfied b) satisfied c) Non satisfied d) dissatisfied e) highly dissatisfied

28) Style and color:

a) highly satisfied b) satisfied c) Non satisfied d) dissatisfied e) highly dissatisfied

29) Offers:

a) highly satisfied b) satisfied c) Non satisfied d) dissatisfied e) highly dissatisfied

30) Comfortable:

a) highly satisfied b) satisfied c) Non satisfied d) dissatisfied e) highly dissatisfied

31) Perception about dealers service quality :

a) highly satisfied b) satisfied c) Non satisfied d) dissatisfied e) highly dissatisfied

32) whom recommended :

a) Advertisement b) Internet c) Newspaper d) Friend e) Relative

33) Satisfaction on after sales service:

a) Satisfied b) Neutral c) Not satisfied

34) Problem face in using Honda product:

a) Break Down b) Poor Mileage c) Cost of Spare d) Service unavailable e) High maintenance

35) product satisfaction:

a) highly satisfied b) satisfied c) Non satisfied d) dissatisfied e) highly dissatisfied

122
36) Advertisement :

a)Extremely Important b) Very Important c) Somewhat Important d) Not important

37) Service:

a) highly satisfied b) satisfied c) Non satisfied d) dissatisfied e) highly dissatisfied

38. Attractive Price of Company?

(A) Hero (B) Honda (C) Bajaj (D) TVS

39. Which company produce minimum maintenance bike?

(A) Hero (B) Honda (C) Bajaj (D) TVS

40. Which company provide the attractive finance facility?

(A) Hero (B) Honda (D) Bajaj (D) TVS

41. Which company provide after sales services

(A) Hero(B) Honda (C) Bajaj (D) TVS

42. Which company have more models & colours?

(A) Hero (B) Honda (C) Bajaj (D) TVS

123

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