“A study on Customer satisfaction Towards Hero(Hero Honda) bikes with respect to Chennai” BY Murali Krishna Of A PROJECT REPORT Submitted to the FACULTY OF MANAGEMENT STUDIES In partial fulfillment of the requirements For the award of the degree Of MASTER OF BUSINESS ADMINISTRATION CHENNAI 600 062 MAY 2012 1
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A study on Customer satisfaction Towards Hero(Hero Honda) bikes with respect to Chennai
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“A study on Customer satisfaction Towards Hero(Hero
Honda) bikes with respect to Chennai”
BY
Murali Krishna Of
A PROJECT REPORT
Submitted to the
FACULTY OF MANAGEMENT STUDIES
In partial fulfillment of the requirements
For the award of the degree
Of
MASTER OF BUSINESS ADMINISTRATION
CHENNAI 600 062
MAY 2012
1
BONAFIDE CERTIFICATE
Certified that this project report titled “A study on Customer satisfaction Towards
Hero(Hero Honda) bikes with respect to Chennai” is the bonafide work of Murali Krishna
who carried out the research under my supervision. Certified further, that to the best of my knowledge,
the work reported herein does not form part of any other project report or dissertation on the basis of
which a degree or award was conferred on an earlier occasion on this or for any other candidate.
INTERNAL GUIDE DEAN
Submitted for the Project and Viva Examination held on ………………………..at Vel
Tech Dr. RR & Dr. SR Technical University, Avadi, Chennai, 600062.
INTERNAL EXAMINER EXTERNAL EXAMINER
2
DECLARATION
I, Murali Krishna (M.B.A) student of , Avadi, Chennai, would
like to declare that the project work entitled “A study on Customer satisfaction
Towards Hero(Hero Honda) bikes with respect to Chennai “in partial
fulfillment of Master of Business Administration course under is original project
done independently by Our Group under the guidance of ( Guide), School of
Management, .
Place: Chennai
Date: (.................)
3
ACKNOWLEDGEMENT
4
TABLE OF CONTENTS
CHAPTERS PARTICULARS PAGE NO
ACKNOWLEDGEMENT
TABLE OF CONTENTS
LIST OF TABLES 36-48
LIST OF CHARTS 36-48
I 1.1INTRODUCTION TO THE STUDY 10
1.2 INDUSTRY PROFILE 11-16
1.3 COMPANY PROFILE 17-24
1.4 PRODUCT PROFILE 25-27
1.6 OBJECTIVES OF THE STUDY 28
1.7 SCOPE OF THE STUDY 29
1.8 LIMITATIONS OF THE STUDY 30
II 2. REVIEW OF LITERATURE 31-33
III 3. RESEARCH METHODOLOGY 34-35
IV 4. DATA ANALYSIS AND INTERPRETATION 36-49
V 5.1 SUMMARY OF FINDINGS 50
5.2 SUGGESTIONS AND RECOMMENDATIONS 51
5.3 CONCLUSION 52
BIBLIOGRAPHY 53
5
LIST OF TABLES
TABLE
NO
PARTICULARS PAGE NO
1 Age group of the sample 36
2 Income level of the sample 37
3 Why am I choose 38
4 Am I satisfied with the pricing 39
5 Am I satisfied with the mileage 40
6 Am I like bike styling 41
7 Am I like feel of the engine 42
8 Am I feel comfortable while riding 43
9 Am I comfortable with riding position 44
10 How is the lighting while night time 45
11 What is the complaint 46
12 Services 47
13 Rating 48
6
LIST OF CHARTS
CHART NO PARTICULARS PAGE NO
1 Age group of the sample 36
2 Income level of the sample 37
3 Why am I choose 38
4 Am I satisfied with the pricing 39
5 Am I satisfied with the mileage 40
6 Am I like bike styling 41
7 Am I like feel of the engine 42
8 Am I feel comfortable while riding 43
9 Am I comfortable with riding position 44
10 How is the lighting while night time 45
11 What is the complaint 46
12 Services 47
13 Rating 48
7
8
A study on Customer satisfaction
Towards Hero(Hero Honda) bikes
with respect to Chennai
1.1 INTRODUCTION:-
9
Customer satisfaction has become one of many important objectives set for product
services. The satisfaction survey is becoming the primary tool of assessing this aspect of
customer care. Customer satisfaction surveys provide a “snapshot of customers’ opinions” of
one’s product. One of the major goals of organizations is that customers and families will be
highly satisfied with their entire experience in their customer visit. An organization’s
purpose is to measure, analyze, and report the degree to which they are meeting this goal within
their organization.
Measuring customers' experiences is coming to be seen as much more useful than
measuring just the level of customer satisfaction. In our survey we have considered the customer
satisfaction level towards Hero (Hero Honda) Bikes.
Customer satisfaction surveys can help identify ways of improving one’s product. Since
customers actively evaluate what is happening to them during the experience of care, customer
satisfaction is two things: “…an indicator of quality of product, and a component of quality
product”. The customer’s judgment is a very personal one; it’s based on perceptions of care
being responsive to customers' "individual needs," rather than to any universal code of
standards... When customers perceive motives, communication, empathy, and judgment
positively, they will respond more positively to product. A customer satisfaction survey may be
able to demonstrate that a practice is focused on quality and on improving their current service.
In the end with customer satisfaction surveys, they help lead to better quality product and happier
customers.
Industry profile
10
• The Automobile Products of India (API) started
manufacturing scooters in the country in 1949.
• Now India is the second largest producer of two-
wheelers in the world.
• Total domestic sales in 2010-2011 are 1, 17, and
90,305.
11
Indian motorcycles were manufactured from 1901 to 1953 by a company in Springfield,
Massachusetts, USA, initially known as the Hence Manufacturing Company but which was
renamed the Indian Motorcycle Manufacturing Company in 1928. The Indian factory team took
the first three places in the 1911 Isle of Man Tourist Trophy. During the 1910s Indian became
the largest manufacturer of motorcycles in the world. Indian's most popular models were the
Scout, made from 1920 to 1946, and the Chief, made from 1922 to 1953.
The Indian Motorcycle Manufacturing Company went bankrupt in 1953. A number of successor
organizations have perpetuated the name in subsequent years, including the current company
which has been manufacturing Indian motorcycles since 2006.
History
Early years – Hendee and Hedström
12
Carl Oscar Hedström with the first prototype of Indian
1920 Indian Powerplus
The "Indian Motocycle Co." was originally founded as the Hendee Manufacturing Company by
George M. Hendee in 1897 to manufacture bicycles. These were initially badged as "Silver
King" and "Silver Queen" brands but the name "American Indian", very quickly reduced to
simply "Indian", was adopted by Hendee from 1898 onwards because it gave better product
recognition in export markets. Carl Oscar Hedström joined in 1900. Both Hendee and Hedström
were former bicycle racers and manufacturers, and they teamed up to produce a motorcycle with
a 1.75 bhp, single-cylinder engine in Hendee's home town of Springfield. The bike was
successful and sales increased dramatically during the next decade