Customer Satisfaction- Herocorp

ABSTRACT

Research in common man’s language refers to a search for knowledge.

One can also define research as a scientific and systematic search for pertinent

information on a specific topic, in fact research is an art of scientific

investigation.

Research is done to gain familiarity with a phenomenon event / product /

service or to determine the frequency with which something occurs, with which

it is associated with some thing else: or to test a hypothesis of casual

relationship between variables.

The basic objective of this study is to analyze the customer needs &

prefarences towards HEROMOTO CO in Hyderabad, Andhra Pradesh. Research

was carried out for Hyderabad customers who were main targets for this study.

Customers were asked about their service towards HEROMOTO CO.

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INDEX

CHAPTER NO. CONTENT PAGE NO.

CHAPTER-1 1-7

INTRODUCTION

OBJECTIVES OF THE STUDY

NEED SCOPE IMPORTENCE

RESERCH METHODOLOGY

LIMITATIONS OF THE STUDY

CHAPTER-2 8-29

ORGANISATION PROFILE

CHAPTER-3 30-35

INTRODUCTION TO THE PROJECT

CHAPTER-4 36-50

DATA ANALYSIS AND INTERPRETATION

CHAPTER-5 51-55

FINDINGS

SUGGESTIONS AND CONCLUSIONS

Appendices

QUESTIONNAIRE 56-58

BIBILIOGRAPHY 59-60

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CHAPTER-1

3

INTRODUCTION

General Introduction:

The demand for two-wheelers in India is dependent upon factors like availability of

finance, increase in income levels, restricted growth in public transportation and increase in

petrol prices. Except petrol price, all other factors have positive correlation with the demand

for two-wheelers. The increase in petrol price in the contrary, adversely affects the demand

for two-wheelers, due to the increase in the running cost of a vehicle.

Two-wheeler is distinguished on different factors for different consumer segments.

For example high-powered two-wheelers have niche market as racing/sporting vehicle and

have a special appeal to youngsters. Teenagers and women prefer easy maneuverability/

handling easy. Fuel efficiency and low maintenance lure urbanites. The lower end of the

market looks for money and higher resale value.

The motorcycle is being increasingly used by youngsters/bachelors in urban areas and

by rural as a study means of personal transportation. Bigger wheels, better road grip, higher

ground clearance, power, fuel efficiency, low maintenance cost are the major attraction of

this segment.

Over the past few years, the two-wheelers market has witnessed a major shift from

scooter to motorbikes.

However, the young boys, who want to assert themselves in their friend circle and

want to make a statement about their young personality, are purchasing high-powered bikes.

The middle class youth especially those in marketing and other such jobs are mostly

buying Hero Moto corp. In fact the young couples and bachelors are going for bikes for their

good mileage and speed. Youngsters feel that it helps to make a good impression on girls if

you have motorcycles.

The market experts admit that it is the loan period for sale of bikes as well as scooters.

They say that sales usually pick up at the end of financial year or during festivals seasons,

when the companies offer some discount or free bikes. Despite increasing heat of the

competition, the Hero Moto corp is still trying to hold the 100-CC market through Splendor

and Passion model.

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The dealers say that the Hero Moto corp bikes are more preferred by educated urban

youth and executives to the rural ties, where the financiers are not ready to take risks due to

in fluttering and difficulty to calculate agriculture incomes.

The customers say that the manufactures would have to share the profits with

consumers instead of just relying on advertising campaign. The entry of Chinese bikes, which

could force them to cut down prices, may have been stalled by higher duties for time being,

but it cannot be postponed forever. They would have to come up with more fuel efficient and

cheap models that are still determining factors to boost sales.

Style and economy offered by the motorcycles manufacturing companies is what has

given a fillip to the motorbikes segment. With this, the market today is witnessing the entry

of a large numbers of innovative models, the latest ones being Karizma (230CC 4stroke) by

Hero Moto corp, Cruiser Thunderbird (350CC 4stroke) by Royal Enfield, Pulsar

(150/180CC 4stroke) by Bajaj and various others.

According to Mr.Manojot Gill sales in charge TVS ”Today the motorcycles market is

dynamic and demand for change has compelled in manufacturers to do constant research and

development of new models with sleeker looks and features to meet the expectations of the

buyers”

It is primarily those between age groups of 16years and 40years who form the major

user segment for motorbikes. For the majority of the preference depends on looks.

Hero Moto corp which claims 47% of the market share has two best sellers,

Splendor, the four-stroke bike (100CC) and CBZ (150CC) that have captured the market for

quite long, once again this is due to looks and fuel economy. Other popular bikes by the

company Passion a hot favorite because of the style, look and fuel economy it offers. Says

Brij Inder Singh, sales manager Hero Moto corp , “Despite the price differentials between

motorcycles and scooters not being too high, having a motorcycles gives one the feeling of up

gradation”. He also gradation. He also attributes the growth of this segment to the initiatives

being taken by the companies including more introductions in the economic class bikes and

financing facilities.

Users share similar views. Akshaye Bannerjee who is passionate about motorbikes

thinks that while for students it is primarily looks which matter, once one gets experienced,

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the importance of control, acceration and long ride comfort and to an extent looks are

equally important. “The bikes you own is a reflection of your personality” he says.

OBJECTIVE OF THE STUDY

Main objective:

The main objective of the study is to evaluate the customer satisfaction with

Hero Moto corp .

Specific Objectives:

.

1. To find respondent reasons for purchasing the bikes.

2. To know the customer service satisfaction from the respondents.

3. To know the awareness of the brand Hero Moto corp .

4. To identify the how many number of customers are recommending the bike to

their friends

5. To study the buyer’s response on all commodities of bike choice.

6. To know whether they are satisfied with the mileage.

7. To know the brand image of Hero Moto corp

PLAN OF THE STUDY

The plan of the project contains the following formation. The first chapter consists of

introduction, in which we deal about the need and importance of the study, objectives of the

study , limitation and plan of the study.

The second chapter consists of company profile in which we have the profile of the

company, content analysis of “CUSTOMER SATISFACTION “rating of the company

according to sale and distribution.

The third chapter consists of conceptual work and methodology of the survey in

which we study the survey method, research and steps involved in it, sampling techniques,

types of data i.e. primary data and secondary data.

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The fourth chapter consists of analysis of the survey, which contains all the graphs

and tables relating to this project. The fifth Chapter consists of conclusion and suggestions. It

also includes annexure and bibliography.

SCOPE OF STUDY

The project study “CUSTOMER SATISFACTION AT HERO MOTO CORP LTD “

provides an insight into the different parameters of buyer decisions that make people to

purchase, there by providing a clear picture to the manufacturer and the dealer of HERO

MOTO CORP LTD the ways to attract and retain the customer for the survival and growth.

NEED FOR THE STUDY

The study is made to evaluate whether demographic variables influence customer-

buying behavior & becomes essential to get a competitive edge.

LIMITATION OF THE STUDY

1. Respondents were reluctant to reveal their income.

2. Lack of interest shown by respondents.

3. Lengthy questionnaire.

4. Respondents showed impatience in answering all the questions.

5. The information collected may or may not be correct because of respondent’s bias

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RESEARCH METHODOLOGY

Marketing research is a systematic process of gathering, recording, analyzing and

interpreting the data related to any problem in the field of marketing. This marketing research

consists of various steps. They are as fallows.

Steps in marketing research

1. Problem formulation

2. Development of research design.

3. Determining source of data.

4. Planning and designing data collections.

5. Determining sampling plan.

6. Organizing and conducting field survey.

7. Data analysis and interpretation.

8. Report preparation and presentation to decision makers.

Sources of Data:

Once the research design has been decided upon the next stage is that of selecting the

source of data is two types if data are primary data and secondary data.

Primary data

Primary data are those that are collected a fresh and for the first time and thus happen

to be in original character. The data is gathered through administering the views of the

people. Surveys of primary data for study are consumer awareness of data.

Secondary data

Secondary data are those which are already been collected by some one else and

which have already been passed through the statistical process. And data is gathered through

a questionnaire. Source of form the company’s report, annual reports and frame work.

Sampling

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Sampling can be defined as the method of selecting a group of respondents, who

represent the population. The survey conducted by selecting respondents by using random

sampling technique.

Sample size

Sample size can be designed as the number of respondents selecting for research

study and the sample size is 100 responds.

Questionnaire

A schedule containing various items on which information is sought from

respondents. And it consists of dichotomous questions, multiple-choice questions

Dichotomous questions are extreme from the multiple-choice questions in which one

or two responses are allowed framed as Yes\ No.

Multiple-choice questions are which requires the respondent to choose one of the

several answers listed in the question itself or following the question.

Data collection instruments:

Instrument used for this study is an interview schedule. Questions related to

objectives of the study from the major portion of the interview schedule. it mainly confist’s of

multiple-choice questions so that the respondents can mark one or more of the several choice

of answers. Secondary data has been gathered from many published sources such has

newspaper, journals, magazine, company reports, standard text books and information from

Internet has also been acquired wherever.

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CHAPTER-2

10

PROFILE OF THE COMPANY

About Company

Hero Motocorp Ltd. (BSE: 500182, NSE: HEROMOTOCO) formerly Hero Honda is an

Indian motorcycle and scooter manufacturer based in New Delhi, India. Hero Honda started

in 1984 as a joint venture between Hero Cycles of India and Honda of Japan.[4] The company

is the largest two wheeler manufacturer in India.[5] The 2006 Forbes 200 Most Respected

companies list has Hero Honda Motors ranked at 108.[6]

In 2010, When Honda decided to move out of the joint venture,[7] Hero Group bought the

shares held by Honda.[8] Subsequently, in August 2011 the company was renamed Hero Moto

Corp with a new corporate identity.[9] On 4th June 2012,Hero Motocorp approved a proposal

to merge the investment arm of its parent-Hero Investment Pvt. Ltd. into the automaker.The

decision comes after 18 months of its split from Honda Motor. [10]

Company profile

“Hero” is the brand name used by the Munjal brothers for their flagship company Hero

Cycles Ltd. A joint venture between the Hero Group and Honda Motor Company was

established in 1984 as the Hero Honda Motors Limited At Dharuhera India. Munjal family

and Honda group both own 26% stake in the Company. In 2010, it was reported that Honda

planned to sell its stake in the venture to the Munjal family.

During the 1980s, the company introduced motorcycles that were popular in India for their

fuel economy and low cost. A popular advertising campaign based on the slogan 'Fill it - Shut

it - Forget it' that emphasised the motorcycle's fuel efficiency helped the company grow at a

double-digit pace since inception. The technology in the bikes of Hero Honda for almost 26

years (1984–2010) has come from the Japanese counterpart Honda [11]

Hero MotoCorp has three manufacturing facilities based at Dharuhera, Gurgaon in Haryana

and at Haridwar in Uttarakhand. These plants together are capable of churning out 3 million

bikes per year.[12] Hero MotoCorp has a large sales and service network with over 3,000

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dealerships and service points across India. Hero Honda has a customer loyalty program since

2000,[13] called the Hero Honda Passport Program.

The company has a stated aim of achieving revenues of $10 billion and volumes of 10 million

two-wheelers by 2016-17. This in conjunction with new countries where they can now

market their two-wheelers following the disengagement from Honda, Hero MotoCorp hopes

to achieve 10 per cent of their revenues from international markets, and they expected to

launch sales in Nigeria by end-2011 or early-2012. In addition, to cope with the new demand

over the coming half decade, the company was going to build their fourth factory in South

India and their fifth factory in Western India. There is no confirmation where the factories

would be built.

HISTORY

Hero MotoCorp was started in 1984 as Hero Honda Motors Ltd.[4]

1956—Formation of Hero Cycles in Ludhiana(majestic auto limited)

1975—Hero Cycles becomes largest bicycle manufacturer in India.

1983—Joint Collaboration Agreement with Honda Motor Co. Ltd. Japan signed

Shareholders Agreement signed

1984—Hero Honda Motors Ltd. incorporated

1985—Hero Honda motorcycle CD 100 launched.

1989—Hero Honda motorcycle Sleek launched.

1991—Hero Honda motorcycle CD 100 SS launched.

1994 -- Hero Honda motorcycle Splendor launched.

1997—Hero Honda motorcycle Street launched.

1999 -- Hero Honda motorcycle CBZ launched.

2001 -- Hero Honda motorcycle Passion and Hero Honda Joy launched.

2002—Hero Honda motorcycle Dawn and Hero Honda motorcycle Ambition

launched.

2003—Hero Honda motorcycle CD Dawn, Hero Honda motorcycle Splendor, Hero

Honda motorcycle Passion Plus and Hero Honda motorcycle Karizma launched.

2004—Hero Honda motorcycle Ambition 135 and Hero Honda motorcycle CBZ*

launched.

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2005—Hero Honda motorcycle Super Splendor, Hero Honda motorcycle CD Deluxe,

Hero Honda motorcycle Glamour, Hero Honda motorcycle Achiever and Hero Honda

Scooter Pleasure.

2007—New Models of Hero Honda motorcycle Splendor NXG, New Models of Hero

Honda motorcycle CD Deluxe, New Models of Hero Honda motorcycle Passion Plus

and Hero Honda motorcycle Hunk launched.

2008—New Models of Hero Honda motorcycles Pleasure, CBZ Xtreme, Glamour,

Glamour Fi and Hero Honda motorcycle Passion Pro launched.

2009—New Models of Hero Honda motorcycle Karizma:Karizma - ZMR and limited

edition of Hero Honda motorcycle Hunk launched

2010—New Models of Hero Honda motorcycle Splendor Pro and New Hero Honda

motorcycle Hunk and New Hero Honda Motorcycle Super Splendor launched.

2011—New Models of Hero Honda motorcycles Glamour, Glamour FI, CBZ Xtreme,

Karizma launched. New licensing arrangement signed between Hero and Honda. In

August Hero and Honda parted company, thus forming Hero MotoCorp and Honda

moving out of the Hero Honda joint venture. In November, Hero launched its first

ever Off Road Bike Named Hero "Impulse".

2012-New Models of Hero Motocorp Maestro the Musculine scooter and Ignitor the

young generation bike are launched.

Termination of Honda joint venture

Main article: Hero Honda split

In December 2010, the Board of Directors of the Hero Honda Group have decided to

terminate the joint venture between Hero Group of 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. [15]

Under the joint venture Hero Group could not export to international markets (except Sri

Lanka) and the termination would mean that Hero Group can now export. Since the

beginning, the Hero Group relied on their Japanese partner Honda for the technology in their

bikes. So there are concerns that the Hero Group might not be able to sustain the performance

of the Joint Venture alone.[16]

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Hero MotoCorp

The new brand identity and logo, Hero MotoCorp, was developed by the London firm Wolff

Olins.[17] The logo was revealed on 9 August 2011 in London, the day before the third test

match between England and India.[17]

Hero MotoCorp can now export to Latin America, Africa and West Asia.[17] Hero is free to

use any vendors for its components instead of just Honda-approved vendors.[17]

Company performance

During the fiscal year 2008-09, the company sold 3.7 million bikes, a growth of 12% over

last year. In the same year, the company had a market share of 57% in the Indian market. [18]

Hero Honda sells more two wheelers than the second, third and fourth placed two-wheeler

companies put together.[11] Hero Honda's bike Hero Honda Splendor sells more than one

million units per year.[19] On 1st June 2012, Hero MotoCorp reported its highest ever

monthly sales at 5,56,644 units in May, registering a growth of 11.28%.[20]

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RECOGNITION

Logo of Hero Honda, as the company was known till Aug. 2011

The Brand Trust Report [21] published by Trust Research Advisory has ranked Hero Honda in

the 13th position among the brands in India.

Motorcycle models

See also: Category:Hero Honda motorcycles

Sleek

Street

Ambition 133, Ambition 135

CBZ , CBZ Star, CBZ Xtreme

CD 100, CD 100 SS, Hero Honda Joy, CD Dawn, CD Deluxe, CD Deluxe (Self Start)

Glamour, Glamour F.I

Hunk

Karizma , Karizma R, Karizma ZMR FI

Passion , Passion Plus, Passion Pro

Splendor , Splendor+, Splendor+ (Limited Edition), Super Splendor, Splendor

NXG,Splendor PRO

Hero Impulse launched in 2011 after the separation of hero and Honda. Its India's first

off-road and on road Bike.

Suppliers

It is reported Hero Honda has five joint ventures or associate companies, Munjal Showa, AG

Industries, Sunbeam Auto, Rockman Industries and Satyam Auto Components, that supply a

majority of its components.[22

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Type Public company

Traded asBSE: 500182NSE: HEROMOTOCOBSE SENSEX Constituent

Industry AutomotiveFounded 19 January 1984 (Gurgaon)Founder(s) Brijmohan Lall MunjalHeadquarters New Delhi, India

Key people Brijmohan Lall Munjal (Chairman)Pawan Munjal (MD & CEO)[1]

Products Motorcycles, scooters, three-wheeler vehicles and spare parts

Revenue 23,579.03 crore (US$4.27 billion)[2]

Operating income

2,597.07 crore (US$470.07 million) (FY 2010-2011)

Net income 2,378.13 crore (US$430.44 million) (2011)[3]

Parent Hero CyclesWebsite www.heromotocorp.com

SUPPLY CHAIN

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(An Initiative of Hero MotoCorp for protecting and preservation of Environment)Rapid industrialization and advanced technological changes have put Indian economy on fast growth. But such developments pose, unprecedented challenges to human society in term of climatic and environmental degradation. Therefore the people and governments have come forward to dealt with environmental threats and also to explore many opportunities so as to address the environmental issues and also to create a sustainable environmental future for all.

We at Hero MotoCorp are continuously striving for synergy between technology, system and human resources, to provide products and services, to meet the aspiration of our valued customers that too, demonstrating our "WE CARE" philosophy. While doing so, we maintain the highest standards of ethics and societal responsibility, constantly innovate the products and process and work in partnership with our supply vendors to take the organization to new excellences. We believe that our vendors and dealers are key stakeholders and partners to work towards the goal of sustainable development.

Green Vendor Development Programme refers to the way in which organizational innovations in industrial supply chain management may be considered in the context of the environment. Organizations which act proactively not only to identified but also to implement actions in process / operation so as to address environmental issues.

Green Vendor Development Programme (GVDP) encourages a collaborative effort between Hero

MotoCorp and its suppliers to achieve Hero MotoCorp's overall corporate environmental goal. GVDP calls for partner companies to demonstrate their commitment towards improved environmental performance and striving for continual improvement.

Six pillars have been assigned to GVDP model which are Energy management, Water management, Waste minimization, Prevention of Pollution, Substitution of hazardous chemical and Environmental compliance management. Partner vendors are given specific training on all six pillars of GVDP and mapping of processes/equipments is carried out based on logical analysis so as to identify the gaps or significant environmental aspect and accordingly improvements projects are undertaken for implementation. The programme works on PDCA approach.

HMCL also endeavors to provide a platform on which the vendors can share their environment achievements and problems encountered during implementation of the green vendor program. The objective of this meet is to share success stories on environmental improvements that can be replicated at other vendor facilities. This platform lays the foundation for a mutually beneficial eco-future.

We understand that environmental protection is our responsibility towards our future generations and thus while providing our customers with supreme quality of products and services it is important for us to ensure that environmental considerations are given utmost importance. We will continue taking initiatives towards environmental protection and base all our business decisions on environmental considerations.

NEW PRODUCTS

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Hero MotoCorp Splendor NXG Hero MotoCorp Splendor Plus

Hero Moto Corp Passion Plus

Hero Motorcorp Karizma R Hero MotoCorp Glamour Hero MotoCorp CD Delux

Hero Honda Hunk Hero Moto Corp Impulse Hero Honda Karizma ZMR

Hero MotoCorp CBZ Xtreme ATFT

Contract us:

Registered Address

18

34, Community Centre,

Basant Lok,,Vasant Vihar

New Delhi

Delhi

110057

Tel: 011-46044100 011-26142451

Fax: 011-26143321/26143198

Email: [email protected]

Website: http://www.heromotocorp.com

Group: Hero Group

Registrars

Karvy Computershare Private Ltd. Plot No. 17-24,

Vittal Rao Nagar,

Madhapur,

Email: [email protected]

Website: http://www.karvy.com

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Management - Hero Motocorp

Name Designation

Brijmohan Lall Munjal Chairman / Chair Person

Anand C Burman Non.Exe.Independent Director

Analjit Singh Non.Exe.Independent Director

Sunil Kant Munjal Joint Managing Director

Pradeep Dinodia Non.Exe.Independent Director

Ravi Nath Non.Exe.Independent Director

Name Designation

Pawan Munjal Managing Director & CEO

Pritam Singh Non.Exe.Independent Director

Suman Kant Munjal Non Executive Director

V P Malik Non.Exe.Independent Director

Meleveetil Damodaran Non.Exe.Independent Director

Paul Edgerley Non Executive Director

FINANCIAL POSITION

Balance Sheet of Hero Motocorp ------------------- in Rs. Cr. -------------------

Mar '12 Mar '11 Mar '10 Mar '09 Mar '08

12 mths 12 mths 12 mths 12 mths 12 mths

Sources Of Funds

Total Share Capital 39.94 39.94 39.94 39.94 39.94

Equity Share Capital 39.94 39.94 39.94 39.94 39.94

Share Application Money 0.00 0.00 0.00 0.00 0.00

Preference Share Capital 0.00 0.00 0.00 0.00 0.00

Reserves 4,249.89 2,916.12 3,425.08 3,760.81 2,946.30

Revaluation Reserves 0.00 0.00 0.00 0.00 0.00

Networth 4,289.83 2,956.06 3,465.02 3,800.75 2,986.24

Secured Loans 994.85 1,458.45 0.00 0.00 0.00

Unsecured Loans 0.00 32.71 66.03 78.49 132.00

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Total Debt 994.85 1,491.16 66.03 78.49 132.00

Total Liabilities 5,284.68 4,447.22 3,531.05 3,879.24 3,118.24

Mar '12 Mar '11 Mar '10 Mar '09 Mar '08

12 mths 12 mths 12 mths 12 mths 12 mths

Application Of Funds

Gross Block 6,308.26 5,538.46 2,750.98 2,516.27 1,938.78

Less: Accum. Depreciation 2,522.75 1,458.18 1,092.20 942.56 782.52

Net Block 3,785.51 4,080.28 1,658.78 1,573.71 1,156.26

Capital Work in Progress 193.95 125.14 48.14 120.54 408.49

Investments 3,964.26 5,128.75 3,925.71 3,368.75 2,566.82

Inventories 675.57 524.93 436.40 326.83 317.10

Sundry Debtors 272.31 130.59 108.39 149.94 297.44

Cash and Bank Balance 56.10 47.75 1,863.48 217.49 130.58

Total Current Assets 1,003.98 703.27 2,408.27 694.26 745.12

Loans and Advances 926.99 783.48 438.46 325.80 196.37

Fixed Deposits 20.72 23.77 43.73 2.08 0.51

Total CA, Loans & Advances 1,951.69 1,510.52 2,890.46 1,022.14 942.00

Deffered Credit 0.00 0.00 0.00 0.00 0.00

Current Liabilities 3,520.66 5,316.40 3,965.69 1,678.93 1,455.57

Provisions 1,090.07 1,081.07 1,026.35 526.97 499.76

Total CL & Provisions 4,610.73 6,397.47 4,992.04 2,205.90 1,955.33

Net Current Assets -2,659.04 -4,886.95 -2,101.58 -1,183.76 -1,013.33

Miscellaneous Expenses 0.00 0.00 0.00 0.00 0.00

Total Assets 5,284.68 4,447.22 3,531.05 3,879.24 3,118.24

Contingent Liabilities 252.62 131.90 73.04 100.54 56.37

Book Value (Rs) 214.83 148.03 173.52 190.33 149.55

Source : Dion Global Solutions Limited

21

.

PHOENIX MOTORS PROFILE

PHOENIX MOTORS Pvt Ltd., is one of the biggest Hero Moto Corp show rooms in

the state. PHOENIX MOTORS Pvt Ltd., Was established on 21st march 2003 as

Hero Moto Corp authorized dealer. Mrs. Madhumathi is the Managing Director of the

company.

PHOENIX MOTORS Pvt Ltd., is selling around 850 vehicles per month and around

120 employees are working in the company. Marketing and sales department has

one Marketing Manager, four Marketing Executives and 12 members’ sales team.

PHOENIX MOTORS Pvt Ltd. has a huge automated workshop for servicing of the

vehicles. Daily around 100 vehicles are serviced and repaired in the servicing center.

Workshop has one manager, four member Tech supervisors and skilled mechanics.

PHOENIX MOTORS Pvt Ltd. Had linked with HDFC, ICICI and Central Banks to

finance the customers who wish to buy the vehicles in finance.

PRODUCT INFORMATION

Company Stroke Maximum Power Displacement

Hero Moto Corp

Motors Ltd.4-Stroke 7.5 PS at 8000 rpm 97.2 cc

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The Hero Moto Corp Passion Plus is a cosmetic upgradation of the Hero

Moto Corp Passion that involves two tone colors, body colored mirrors, white dial

instrument cluster and a wider pillion grip. It has included new bright multi-reflector

headlight, tall light and indicators that provides improved safety while driving

Striking Features

Aluminium die cast rear grip

Heat protector on the muffler

New dials in the instrumental panel

Multi-reflector winkers

Wider wheel base

Large storage space with locking facility

Broad rear tyre

COLER VARIANY

Moon yellow

Cloud silver

Amranth maroon

Tornado grey

Tahitian blue

Black with magna red stripes

Black with purple stripes

Candy blazing red

Turquoise blue

Tasmanian green

Black with orange stripes

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PRICE TAG

Rs. 48,250

(The prices are to the close approximation. Please check the latest prices and

variant specifications with your dealer.)

CORPORATE SOCIAL RESPONSIBILITY (CSR)  

 STAKEHOLDER TIES AT THE GRASSROOTS

  Hero Honda Motors takes considerable pride in its stakeholder relationships, especially

ones developed at the grassroots. The Company believes it has managed to bring an

economically and socially backward region in Dharuhera, Haryana, into the national

economic mainstream.

An Integrated Rural Development Centre has been set up on 40 acres of land along the

Delhi-Jaipur Highway. The Centre-complete with wide approach roads, clean water, and

education facilities for both adults and children-now nurtures a vibrant, educated and healthy

community.

The Foundation has adopted various villages located within vicinity of the Hero Honda

factory at Dharuhera for integrated rural development. This includes:

Installation of deep bore hand pumps to provide clean drinking water.

Constructing metalled roads and connecting these villages to the National Highway

(NH -8).

Renovating primary school buildings and providing hygienic water and toilet

facilities.

Ensuring a proper drainage system at each of these villages to prevent water-logging.

Promoting non-conventional sources of energy by providing a 50 per cent subsidy on

biogas plants.

The Raman Munjal Vidya Mandir began with three classes (up to class II) and 55 students

from nearby areas. It has now grown into a modern Senior Secondary, CBSE affiliated co-

24

educational school with over 1200 students and 61 teachers. The school has a spacious

playground, an ultra-modern laboratory, a well-equipped audio visual room, an activity room,

a well-stocked library and a computer centre.

The Raman Munjal Sports Complex has basketball courts, volleyball courts, and

hockey and football grounds are used by the local villagers. In the near future, sports

academies are planned for volley ball and basket ball, in collaboration with National Sports

Authority of India.

Vocational Training Centre

In order to help local rural people, especially women, Hero Honda has set up a

Vocational Training Centre. So far 26 batches comprising of nearly 625 women have been

trained in tailoring, embroidery and knitting. The Company has helped women trained at this

centre to set up a production unit to stitch uniforms for Hero Honda employees. Interestingly,

most of the women are now self-employed.

   Adult Literacy Mission

This Scheme was launched on 21st September, 1999, covering the nearby villages of

Malpura, Kapriwas and Sidhrawali. The project started with a modest enrolment of 36 adults.

Hero Honda is now in the process of imparting Adult Literacy Capsules to another 100 adults

by getting village heads and other prominent villagers to motivate illiterate adults.

   Marriages of underprivileged girls

Marriages are organized from time to time, particularly for girls from backward

classes, by the Foundation by providing financial help and other support to the families.

   Rural Health Care

Besides setting up a modern hospital, the Foundation also regularly provides doorstep

health care services to the local community. Free health care and medical camps are now a

regular feature in the Hero Group's community outreach program

KEY POLICIES    AN ENVIRONMENTALLY AND SOCIALLY, AWARE

COMPANY  

At Hero Honda, our goal is not only to sell you a bike, but also to help you every step

of the way in making your world a better place to live in. Besides its will to provide a high-

quality service to all of its customers, Hero Honda takes a stand as a socially responsible 25

enterprise respectful of its environment and respectful of the important issues.

Hero Honda has been strongly committed not only to environmental conservation

programmers but also expresses the increasingly inseparable balance between the economic

concerns and the environmental and social issues faced by a business. A business must not

grow at the expense of mankind and man's future but rather must serve mankind.

"We must do something for the community from whose land we generate our wealth."

A famous quote from our Worthy Chairman Mr.Brijmohan Lall Munjal.

  Environment Policy

  We at Hero Honda are committed to demonstrate excellence in our environmental

performance on a continual basis, as an intrinsic element of our corporate philosophy.

To achieve this we commit ourselves to:

Integrate environmental attributes and cleaner production in all our business processes

and practices with specific consideration to substitution of hazardous chemicals,

where viable and strengthen the greening of supply chain.

Continue product innovations to improve environmental compatibility.

Comply with all applicable environmental legislation and also controlling our

environmental discharges through the principles of "alara" (as low as reasonably

achievable).

Institutionalise resource conservation, in particular, in the areas of oil, water,

electrical energy, paints and chemicals.

Enhance environmental awareness of our employees and dealers / vendors, while

promoting their involvement in ensuring sound environmental management.

 Quality Policy

  Excellence in quality is the core value of Hero Honda's philosophy.

We are committed at all levels to achieve high quality in whatever we do, particularly in

our products and services which will meet and exceed customer's growing aspirations

through:

Innovation in products, processes and services.

Continuous improvement in our total quality management systems.

Teamwork and responsibility.

26

 Safety Policy

  Hero Honda is committed to safety and health of its employees and other persons

who may be affected by its operations. We believe that the safe work practices lead to better

business performance, motivated workforce and higher productivity.

We shall create a safety culture in the organization by:

Integrating safety and health matters in all our activities.

Ensuring compliance with all applicable legislative requirements.

Empowering employees to ensure safety in their respective work places.

Promoting safety and health awareness amongst employees, suppliers and contractors.

Continuous improvements in safety performance through precautions besides

participation and training of employees.

INTRODUCTION ABOUT PHOENIX DEALER PROFILE (PHOENIX MOTORS)

PHOENIX MOTORS PVT LTD is dealership type of business. PHOENIX

MOTORS PVT LTD. is established on 21st march 2003. The business is running by only

one man. The owner name is ch .madhu mathi the firm is located at habsiguda in

Hyderabad.

Generally the sale will be either on cash basis or on institutional basis. Bank

like ICICI, HDFC and CENTURION are providing loans to customers.

Advertising strategy of phoenix motors:

They are giving the ads through newspapers, wall paintings, hoardings and

field staff. They are upgrading sales by introducing the schemes, group bookings,

institutional sales and customer door-to-door activities.

Categorization of Staff members:

Staff members are categorized for technicians, 25 members are allotted

for field staff, 5 members are recruited for sales for persons, 5 persons are placed for

evaluating for spare parts, 5 members are allotted for managerial accounts and another 3

persons for cash transaction and other members are allotted for remaining work.

Customer relationship:

27

They entertain the showroom providing a customer’s huge having pool

game, internet facility and television with home there system. They provide bile maintenance

programs on every week.

According to other dealers PHOENIX motors in first in sales and best in service. They

treat customer, is the very important person at PHOENIX motors customer satisfaction is

their motto, why because, they will satisfied customer is the best advertisement. They provide

better value for the customers and as well as employees also. At PHOENIX motors the

customer is the boss.

SALES STRATEGY OF PHOENIX MOTORS:

Average they are selling 25 vehicles per day. PHOENIX motors PVT L.T.D is

the A.P s NO.1 dealership in sales and other activities? It is a QLAD (qualify leader through

quality dealer). At PHOENIX motor they gave the quality service to the customers why

because ‘the cost is long forgotten but the quality is remembered for ever”. They treat quality

has a...

Q Quest for excellence

U Understanding customer’s needs

A Action to achieve customer’s appreciation.

L Leadership determined to be a leader

I involving all the people

T Team spirit to work for a common goal

Y Yard sticks to measure programs.

WARRANTY ON PROPRIETARY ITEMS:

Warranty on proprietary items like Tyros, Tubes and Battery etc, will be directly

handled by the respective original manufactures (OEM’s) except AMCO for batteries and

Dunlop and Falcon tires and Tubes. In case of any defect in proprietary items, other than the

above two mentioned OEM’S the dealers must approach the Brach office dealer of the

respective manufacture. For AMCO batteries and Dunlop and falcon tires, tubes claims will

be accepted at our authorized dealerships per the mutually agreed terms and conditions

between HERO HONDA and of these two OEM’s in case the claim is not accepted for

invalid reasons. Then the claim along with the refusal note form the OEM can be sent to the

warranty section at gorgon plan after due to recommendation of the area service engineer.

If any other six services or subsequent paid services is not availed as per the

recommended schedule given in the owner’s manual. If HERO HONDA recommended

engine oil is not used. To normal wear & tear components like bulbs, electric wiring, filters,

spark plug, clutch plates, braded shoes, fasteners, shim washers, oil seals, gaskets, rubber 28

parts (other than tyre and tube) plastic components, chain$ sprockets and in case of wheel

rim misalignment or bend.

If there is any damage due o modification or fittings of accessories other than ones

recommended by HERO HONDA. If the motor has been used in any competitive events like

tracking races or rallies. If there is any damage to the painted surface due to industrial

pollution or other extraneous factors. For clams made for any consequential damage due to

any previous malfunction. For normal phenomenon like noise, vibration, oil seepage, which

do not affect the performance of the motorcycles.

SOCIAL SERVICE ACTIVITIES

PHOENIX motors participate and conduct social service activities. Recently the

phoenix motors organized a BLOOD DONATION CAMP for the trust on 21st January

2006.they motivated on the consumers to participated in this camp and also provide

certificate for the customers

.

THE MARKETED BIKES OF PHOENIX (All Hero Moto Corp.)

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30

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CUSTOMER RELATIONSHIP:

      To entertain the customers the showroom providing a customers huge having pool game,

Internet facility and television with home theatre system. They provide bike maintenance

programs on every week.   According to other dealers PHOENIX motors in first in sales and

best in service. They treat customer, is the very important person at PHOENIX motors

customer satisfaction is their motto, why because, the well satisfied customer is the best

advertisement. They provide better value for the customers and as well as employees also.

At PHONIX motors the customer is the boss.

SOCIAL SERVICE ACTIVITIES     

  PHOENIX Motors participates in social service activities. The Phoenix motors

organize a BLOOD DONATION CAMP for the trust in every year. They motivated on the

customers to participated in this camp and also provide Certificate for the customers.

32

CHAPTER-333

CUSTOMER SATISFACTION

Satisfaction is a persons feeling of pleasure or disappointment resulting from

comparing a products perceived performance ( or out come ) in relation to his or her

expectations. If the performance falls short of expectations, the customer is dissatisfied. If the

performance matches the expectations, the customer is highly satisfied.

Customer satisfaction, a business term, is measure of how product and services

supplied by a company meet or surpass customer expectations. It is seen has a key

performance indicator with in business and is part of four perspectives of a balanced core

card.

In a competitive market place where a business for customers, customer satisfaction is

seen as a key differentiator and increasingly has become a key element of business strategy.

The link between customer satisfaction and customer loyalty is not proportional.

Suppose customer satisfaction is rated on a scale from one to five. At a very low level of

customer satisfaction ( level one ) customers are likely to abandon the company and even

34

bad-mouth it. At level two to four, customers are fairly satisfied but still find it easy to switch

when a better offer comes along. At level five, the customer is very likely to purchase and

even say a good word about the company. High satisfaction or delight creates an emotional

bond with the brand or company, not just a rational preference. Xerox’s senior management

found out that it’s “completely satisfied” customers are six times more likely to purchase

Xerox products over the following 18 months than it’s very satisfied customer.

MEASURING CUSTOMER SATISFACTION

Measuring customer satisfaction provides an indication of now successful the

organization is at providing products and /or services to the market place. Satisfactions will

very form person to person and products/service to product/service. The state of satisfaction

depends on a number of both psychological and physical variables, which correlate with

satisfaction behaviors such as retorts and recommend rate. The level of satisfaction can also

vary depending on other options the customer may have and other products against which the

customer can compare the organization products.

Satisfaction in 7 steps

It’s a well-known fact that no business can exist without customers. In the business of

website design, it’s important to work closely with your customers to make sure the site or

system you create for them is as close to their requirements as you can manage. Because it’s

critical that you form a close working relationship with your client, customer service is of

vital importance. What follows are a selection of tips that will make your clients feel valued,

wanted and loved.

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1) Encourage face to face dealings

This is the most daunting and downright scary part of interesting with a customer. If

your not used to this sort of thing it can be a pretty nerve-wracking experience. Rest assured,

through, it does get easier over time. It’s important to meet your customers face to face at

least once or even twice during the course of a project.

Experience has shown that a client finds it easier to relate to and work with someone

they’ve actually met in person, rather than a voice on the phone or someone typing into an

email or messenger program. When do meet the, be calm, confident and above all, take time

to ask them what they need. If a potential client spends over half the meeting doing talking,

you’re well on your way to a sale.

2) Respond to messages promptly &keep your clients informed

This goes without saying really, we all know how annoying it is to wait days for a

response to an email or phone call. It might not always be practical to deal with all

customers’ queries with in the space of a few hours, but at least email or call them back and

let them know you’ve received their message and you’ll contact them about it as soon as

possible. Even if you’re not able to solve a problem right away, let the customer know you’re

working on it.

3) Be friendly and approachable.

A fellow site pointer once told me that you can hear a smile through the phone. This is

very true. It’s very important to be friendly, courteous and to make your clients feel like

you’re their friend and you’re there to help them out. There will be times when you want to

beat your clients over the head repeat edly with a blunt object-it happens to all of us. It’s vital

that you keep a clear head, respond to your clients wishes as best you can, and at all times

remain polite and courteous.

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4) Have a clearly defined customer service policy.

This may not be too important when you’re just starting out, but a clearly defined

customer service policy is going to save you a lot of time and effort in the long run. If a

customer has a problem, what should they do? Should they contact different people for

billing and technical enquiries? If they’re not satisfied with any aspect of your customer

service, whom should they tell?

There’s nothing more annoying for a client than belong passed from person to person

or not knowing who to turn to. Making sure they know exactly what to do at each stage of

their enquiry should be of utmost importance. So make sure your customer service policy is

present on your site and anywhere else it may be useful.

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5) Attention to be tail (also known as the little nice ties)

Have you ever received a happy birthday email or card from a company you were a

client of?

Have you ever had a personalized sign-up conformation email for a service that you

could tell was typed from scratch? These little niceties can be time consuming and aren’t

always cost effective, but remember to do them. Even if it’s as small as sending a happy

holidays email to all your customers, it’s something. It shows you care; it shows there are real

people on the other end of that screen or telephone; and most importantly, it makes the

customer feel welcomed, wanted and valued.

6) Anticipate your clients needs go out of your way to help them out:-

Some times this is easier said than done! However, achieving this supreme level of

understanding with your clients will do wonders for your working relationship.

Take this as an example; you’re working on the front-end for your clients exciting

new commerce endeavor. You have all the images, originals and files backed upon your

desktop computer and the site is going really well. During a meeting with your client he/she

happens to mention a hard copy brochure their internal marketing people are developing. As

if by magic a couple of weeks later a CD-ROM arrives on their doorstep complete with high

resolution. Versions of all the images you’ve used on the site. A note accompanies it, which

reads:

“ Hi, you mentioned a hard –copy brochure you were working on and I wanted to

provide you with large-scale copies of the graphics I’ve used on the site. Hopefully you’ll be

able to make use of some in your brochure.”

Your client is heartily impressed, and remarks to his colleagues and friends how very

helpful that considerate his web designers are mean while, in your office, you lay back in

your chair.

Drinking your 7th cup of coffee that morning safe in the knowledge this happy

customer will send several referrals your way.

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7) Honor your promises

It’s possible this is the most important point in this article. The sample message; when

you promise something, deliver. The most common example here is project delivery dates.

Clients don’t like to be disappointed. Sometimes, something may not get done, or you

might miss a deadline through no fault of your own. Projects can late, technology can fail and

sub contractors don’t always deliver on time. In this case a quick apology and assurance it

will be ready ASAP wouldn’t go a miss.

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CHAPTER-4

40

DATA ANALYSIS AND INTERPRETATION

Responds of Income levels:

Responses No. Of Respondents % Of Respondents

Less than 5,000 12

12

5,000 - 10,000 27

27

10,000 - 15,000 41

41

Above 15,000 20

20

100 100

Graph-1: Responds of Income levels:

Inference:

From the above graph we can analyze that considerably high percentage that is about

41% of the respondents possessed 10,000- 15,000 income level people. Relatively very low

percentage of about 12% of the respondents had Less than 5,000 income level people. This

tells us that all income level customers prefer to buy the Hero Moto corp bikes.

41

Responds of own bike:

Responses No. Of Respondents % Of Respondents

YES 76 76

NO 24 24

TOTAL 100 100

Graph-2: Responds of own bike:

Inference:

From the above graph we can analyze that considerably high percentage that is about

76% of the respondents possessed they have own bike. Relatively very low percentage of

about 24% of the respondents not having bike.

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Respondents of brand preference

Responses No. Of Respondents % Of Respondents

Karizma 14 14

Splendor 10 10

Passion 13 13

CD Dawn 6 6

CBZ 11 11

Splendor+ 13 13

Passion Plus 25 25

CD Deluxe 8 8

TOTAL 100 100%

Graph-3: Respondents of brand preference

Inference:

From the above graph we can analyze that considerably high percentage that is about

25% of the respondents possessed Passion Plus. Relatively very low percentage of about 6%

of the respondents had CD Dawn and about 14% possessed Karizma. This tells us that the

customers are preferring different brands of Hero Moto corp bikes.

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Customer choice of purchase

Responses NO Of Respondents % Of Respondents

Price 1 1

Performance 9 9

Features 7 7

Style 20 20

Mileage 35 35

Service 19 19

Any other 9 9

TOTAL 100 100

Graph-4: Customer choice of purchase

Inference:

From the above graph it is observed that 35% of customers preferred Hero Moto corp

bikes for it’s mileage where as 20 of the customers buying Hero Moto corp bikes for style

and 19% of Honda bikes for service and 9% of customers preferred both good performance

and any other. On the contrary while 1% of the customers preferred Hero Moto corp for it’s

price.

This shows that price is not important to the customers. They look for mileage and

style of bikes.

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Respondents of purchasing the bike from different dealers

Responses % Of Respondents % Of Respondents

Phoenix Motors 12 12

Modi automobiles 24 24

Sai Ram motors 36 36

Sri Lakshmi Motors 28 28

TOTAL 100 100

Graph-5: Respondents of purchasing the bike from different dealers

Inference:

From the above table it is clear that 36% of respondents purchased the bike from Sai

Ram Motors. Followed by 28% of respondents purchased the bike from Sri Lakshmi Motors.

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Awareness of customers about Hero Moto corp

Responses

% Of Respondents % Of Respondents

Advertisements 33 33

Dealer sales persons 8 8

Friends and Relatives 51 51

Any other 8 8

TOTAL 100 100

Graph-6: Awareness of customer about Hero Moto corp

Inference:

From the above table nearly 51% of the people come to know about the brand

through Friends and Relatives and 33% of them were aware of the brand through

advertisement and some through dealers and any other.

46

Range of bikes in Hero Moto corp

Responses No.Of Respondents % Of Respondents

Very wide range 52 52

Very narrow range 35 35

Not so wide range 13 13

TOTAL 100 100

Graph-7: Range of bikes in Hero Moto corp

Inference:

From the above graph it can be said that as many as 52% of them think that there is

an exhaustive range of models with the dealer and 13% of them are in the nation that there is

not so wide range of bikes with the dealer. On the contrary 35% of them think that there is

very narrow range of models with the dealer.

47

Financial schemes for purchase of bike:

Responses No. Of Respondents % Of Respondents

YES 81 81

NO 19 19

  TOTAL 100 100

Graph-8: Financial schemes for purchase of bike:

Inference:

From the above graph we can analyze that considerably high percentage that is about

81% of the respondents possessed they have awareness of financial schemes. Relatively very

low percentage of about 19% of the respondents not known about financial schemes.

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Customer service

Responses No.Of Respondents % Of Respondents

Excellent 17 17

Very good 19 19

Good 45 45

Satisfied 15 15

Poor 4 4

TOTAL 100 100

Graph-9: Customer service

Inference:

From the above graph it is clear that about 45% of the respondents were said that the

service provided by the dealer was good. 19% respondents said that service was very good.

And about 15% of the respondents were satisfied by the service provided by the leader on the

contrary very low percentage that is about 4% were not at all satisfied.

49

Customer support at Hero Moto corp showroom.

Responses No.Of Respondents % Of Respondents

Very friendly and courtesy 33 33

Knowledgeable 28 28

Responsive 37 37

Unfriendly and unhelpful 2 2

TOTAL 100 100

Graph-10: Customer support at Hero Moto corp showroom.

Inference:

From the above graph it is clear that it is clear that 37% of the respondents say that

the customer support executives are responsive and nearly 33% of them think that they are

very friendly and courteous and about 28% of them think that they are knowledgeable and

about the contrary only 2% of them think they are unfriendly.

50

Ambience of the showroom

Responses No.Of Respondents % Of Respondents

Spacious 26 26

Crowded 12 12

Neat and sophisticated 59 59

Untidy 3 3

TOTAL 100 100

Graph-11: Ambience of the showroom

Inference:

From the above graph it is clear that 59% of the respondents say that show room is

Neat and sophisticated and nearly 26% them feel that the showroom is spacious and 12% feel

that it is crowded and nearly 3% of them feel that the showroom is untidy.

51

Competing brands of Hero Moto corp

Responses No.Of Respondents % Of Respondents

Yamaha 27 27

Bajaj 58 58

HeroMotocorp 11 11

TVS 4 4

TOTAL 100 100

Graph-12: Competing brands of Hero Moto corp

Inference:

From the above table we noticed Bajaj is most competing brand to the Hero Moto

corp followed by Yamaha.

52

Satisfaction level of Hero Moto corp

Responses No.Of Respondents % Of Respondents

Highly satisfied 29 29

Satisfied 52 52

Moderately satisfied 15 15

Not Satisfied 4 4

TOTAL 100 100

Graph-13: Satisfaction level of Hero Moto corp

Inference:

From the above table we noticed 29% of customers are highly satisfied, 52% of

customers are satisfied, 15% of customers are moderately satisfied and remaining 4% are

not satisfied.

53

Again prefer to buy the Hero bike:

Responses No. Of Respondents % Of Respondents

YES 68 68

NO 32 32

TOTAL 100 100

Graph-14: Responds buy the Hero Moto corp bike again:

Inference:

From the above graph we can analyze that considerably high percentage that is about

68% of the respondents possessed they have buy the Hero Moto corp bike again. Relatively

very low percentage of about 32% of the respondents not willing to buy the Hero Moto corp

bike again.

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CHAPTER-5

55

FINIDINGS

From the above analysis I found some points which I am explained below.

Most of the customers are like to purchase Passion Plus, Karizma bikes in Hero Moto

corp brand

From the analysis the promotional activities are the major drawback to the

organization.

Many customers are disappointed due to the late of the servicing

Many respondents felt that the sales executives are not having communication skills

to fulfill the needs of customers. So organization need to see on that.

Most of the respondents are usually purchase bikes because of the Mileage then only

style

Most of the respondents are buy the bikes because of the Friends and Relatives. Then

only the advertisements play the major role

Sai Ram Motors having a wide range of Vehicles. Most of the respondents feel that

Sai Ram Motors having a wide range of Models

Most of the respondents use to buy at Sai Ram Motors because of the Financial

Schemes provided by the organization

Many respondents felt that Consumer services at Sai Ram Motors are good and also

the customer support

Many customers felt that The Showrooms are neat and sophisticated

Many respondents are felt that Bajaj and Yamaha are the major competitors to the

Hero Moto corp

56

CONCLUSION

Most of the respondents have given their opinions that services provided by dealer

one good.

Majority of the respondents have given their opinion, as Bajaj is the most competing

brand of HERO MOTO CORP fallowed by YAMAHA.

Majority of the respondents is of the opinion that the company is meeting to the

satisfactory level of customers.

Majority of the respondents have is of the opinion that they have chooses the dealer

due to his reputation.

Most of the respondents are happy with Hero Moto corp and it is most economical

It can be concluded that Hero Moto corp is even suitable for bad roads and Hero

Moto corp bike’s pickup is good

.

Majority of the respondents said that Hero Moto corp bike is environment friendly

and their two wheelers pollute environment.

From the survey it can be concluded that Hero Moto corp is good to those people

who travel a lot.

Many said that the price of Hero Moto corp is reasonable, while some said that it is

costly, while others say its “ VALUE FOR MONEY “

It is also concluded that there is a status symbol attached to the bike.

The study has revealed that while choosing a partial brand most importance is given

to style, mileage, and pickup and performance and as per the study the Hero Moto corp Ltd.

Is the leader of all these aspects.

57

The conclusion of the study is that customers while choosing a particular product give

utmost importance to income, age, education, life, style, mileage, pickup, resale value and

maintenance. As per the study the Hero Moto corp Ltd is the leader in this aspect.

Majority of customers while choosing a partial dealer prefer customer relations and as

per the study the Sai Ram Motors is the preferred choice of respondents.

The study has revealed that customers while choosing a particular financier give

utmost importance to the easy and quick processing and friendly interests. HDFC finances its

valuable customers easy finance.

58

SUGGESTIONS

1. As the sales personal are lacking the knowledge to explain the background of the

company and the product features, to improve skills of sales persons the company has

to conduct fine training programs.

2. Though the company has become popular through its advertising campaign in the

print media, it is suggested to the organization, to pay a little attention in the some

selected theatres for long run.

3. Presently the company is providing credit facility only for government employees. To

increase it is recommended to provide to provide credit facility for private employees

and businessmen also.

4. To attract more customers it is suggested to the company to spend more in advertising

through print media, billboards, TV ads etc.

5. Since all customers are satisfied with after sales service provided by the company, the

company has to maintain same standards regarding after sales service to retain the

customers.

6. The organization has to develop advertising programs to create awareness about latest

models.

59

QUESTIONNARE

Name of Respondent:

Education Qualification:

Occupation:

1. Income level:

a) Less than 5000 b) 5000 – 10,000

c) 10,000 – 15,000 d)15,000 &above

2. Do you own bike

a) Yes b) No

3. If yes, which brand?

a) Karizma b) Splendor c) Passion d) CD Dawn

e) CBZ f) Splendor+ g) Passion + h) CD Deluxe

4. What do you like about the Hero Moto corp ?

a) Price b) Style c) Performance d) Mileage

e) Features f) Service h) Any other

5. From which dealer you have purchased the bike?

a) Phoenix Motors b) Modi Automobiles

c)Sai Ram Motors d) Sri Lakshmi Motors60

6. How do you came to know about Hero Moto corp ?

a) Advertisements b) friends & Relations

c) Dealer sales persons d) Any other

7. How do you find the range of bike at this dealer?

a) Very wide range b) Not so wide range

b) Very narrow range

8. Does the dealer provide any financial schemes for purchase of bike?

a) Yes b) No

9. How do you find the service of the dealer?

a) Excellent b) Very good c) Good

d) Average e) Poor

10. How do you find the customer support executives at Hero Moto corp showroom?

a) very friendly b) Knowledgeable

c) Responsive d) Un friendly

11 How do you find ambience at the dealer showroom?

a) Spacious b) Neat &Sophisticated

c) Crowded d) Untidy61

12. Whom do you think the Major competitor to Hero Moto corp ?

a) Yamaha b) Bajaj c) Hero Motocorp d) TVS

13. Satisfaction level of Hero Moto corp bike is?

a) Highly satisfied b) Satisfied

c) Moderately satisfied d) Not satisfied

14. Again you prefer to Buy Hero Moto corp bike?

a) Yes b) No

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BIBILOGRAPHY

63

BIBILOGRAPHY

1. Marketing Management : PHILIP KOTLER

2. Company Broachers : Hero Moto corp Broachers

3. Internet Sources : www. HeroMotocorp.com

www.ebay.com

www.amazon.com

4. Magazines : Economic Time

Times of india

Business Today

Hero Moto corp Business Magazines

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