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EXECUTIVE

SUMMARY


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EXECUTIVE SUMMARY

Title of the project: A Comparative Study of Customer Satisfaction towardPerformance of Hero, TVS, Honda & Bajaj Bikes

Industry:Automobile

Company:HMSI (Honda Motorcycle and Scooter India) Private Limited

Product:Two Wheeler Bikes

NEED FOR THE STUDY

The title of this project clearly states that the purpose of the study is to know theconsumer preference towards performance of different two wheelers bike, theproblem is to identify the impact of current marketing strategy on the consumers

& the brand positioning of the product. Therefore a research is conducted to

give and exposure to this case. The study is an attempt to know what is the exactexpectation of customer attitude towards performance of different two wheelers bikein India.

OBJECTIVES OF PROJECT

1. To identify the customer satisfaction level towards the performance of bikes

2. To identify the factors which influence consumer decision making process.

3. To identify possible area of improvement in bike.

4. To identify the competitive position of various brands of two wheelers incustomers mind.

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Primary data was collected by structured questionnaires, interviews andobservations made during the visits on field.Secondary data was collected from literature survey and internet.

LIMITATIONS

1. Research work was carried out in Malegaon City only. The findings may not beapplicable to the other parts of the country because of social and culturaldifferences.

2. The sample was collected using connivance-sampling techniques. As such resultmay not give an exact representation of the population.

3. Shortage of time is also reason for incomprehensiveness.

4. The views of the people are biased therefore it doesnt reflect true picture.

3

Data collection

Sample size

Sample frame

Population

Research approach-

Research type

Success of any formal researchproject is a sound research design. Agood research design has Characteristicslike problem identification, problem

definition, research objectives,develo in the research lan sourcin

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FINDINGS

1. It is observed that in rating of different features of different bikes people givemaximum rating to the look shape, Brand Image and Pickup of the HONDA &HERO bikes. At the second level they give their maximum rating to the mileageof Bajaj Bikes. Most of the customers are dissatisfied with their TVS bikes

2. It is observed that the customers of Hero, Bajaj & Honda bikes are not ready tochange their bikes even if a new bike comes in with good features. Whilemajority of the customers of TVS are ready to change their bikes if new bikeprovides some good features to them.

Conclusion

1. Hero, Bajaj and Honda are considered to be most fuel-efficient bike on Indianrods.

2. Service & Spare parts of Honda bikes are available throughout India in local

markets also.3. While buying a motorcycle, economy is the main consideration in form

of maintenance cost, fuel efficiency.

4. Majority of the respondent had bought their motorcycle more than 2 years.

SUGGESTIONS

1. Honda should introduce some more models having more engine power.

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

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INDEX

SR. No. Title Page no.

1 INTRODUCTION OF THE STUDY 9

2 LITTERATURE SURVEY 11

3 INDUSTRY PROFILE 17

4 COMPANY PROFILE 21

- HMSI (Honda Motorcycles and Scooters India) Pvt.

Ltd.

5 OBJECTIVE AND SCOPE OF THE STUDY 38

6 RESEARCH METHODOLOGY 40

7 DATA ANALYSIS AND INTERPRETATION 49

8 OBSERVATIONS FROM THE STUDY 69

9 CONCLUSIONS 71

10 SUGGESTIONS 73

11 REFERRENCES AND QUESTIONIARRE 75

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LIST OF TABLES

Table Page Table Page

Table Name Table NameNo. No. No. No.

4.1.1TVS Ushering In the personal 26 7.06

Usage Of Bikes56

transportation

revolution

4.1.2Profile of TVS Motors Ltd. 27 7.07 How did customers get to 58

know about bikes?

4.2.1 Profile Of Bajaj Auto Ltd. 29 7.08 Influence of advertisement 59

on customers decision

Owners of different bikes 49 7.09 Customer Satisfaction 60

7.01 towards performance of

bikes

Age-wise users of different 50 7.10 Respondents having about 61

7.02 bikes knowledge about bikes

before

buying

7.03 Respondents using different 51 7.11 Influencing factors of bikes 62

models

7.04 Income level of respondents 54 7.12 Points given by customers 65

for attributes of

bikes

7.05 Customers using bikes 55 7.13 Bike Changing decision 67

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LIST OF FIGURES GRAPHS

Graph GRAPH NAME PAGE Graph GRAPH NAME PAGE

No. No. No. No.

1 Respondents Ownership Of 49 11 Influence of 59

Bikes advertisement on

customers decision

2 Age-Wise Users Of Bikes 50 12 Customer Satisfaction 60

towards performance of

bikes

3 Respondents using different 51 13 Respondents having 61

models of Hero Bikes knowledge about bikes

before buying

4 Respondents using different 52 14 Hero Bikes influencing 62

models of Bajaj Bikes factor

5 Respondents using different 53 15 Bajaj Bikes influencing 63

models of TVS Bikes factor

6 Respondents using different 53 16 TVS Bikes influencing 63

models of Honda Bikes factor

7 Income Level of 54 17 Honda Bikes influencing 64

respondents factor

8 Customers using bikes 55 18 Points given by customers 66

since for attributes

9 Usage of Bikes 56 19 Bike Changing decision 67

10 How Did customers get to 58

know about bikes?

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CHAPTER 1

INTRODUCTION

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INTRODUCTION

In todays market the sales of the product is not the only way to get success,the services and the customer satisfaction is also important. The companies HERO,HONDA, BAJAJ, & TVS are the world class companies in the two wheeler bikes.

Those all are the highest two wheeler selling companies in India. But theperformance and the customers approach toward those companies is important.

The topic A COMPARATIVE STUDY OF CUSTOMER

SATISFACTION TOWARD PERFORMANCE OF HERO, TVS, HONDA

AND

BAJAJ BIKES is a kind of survey that shows the performance of thosecompanies. So this shows the customers view toward the companies and theirproblems about the companies.

Here in this study, we try to analyze about the number of two wheelers andhow many people are using two-wheeler? What motivates and influence them to buytwo-wheeler? Which are the most preferable choices in two wheelers in case ofmotor cycles and scooters and the most recent two wheelers choice in the market?What are their consumer attitude toward performance of two wheelers bikeswhichinfluenced them and the reason to buy?

So it is helpful to me in my future reference and thats the reason I select thistopic for my project.

STATEMENT OF THE PROBLEM

In todays intensely competitive environment, companies today are constantly

looking for ways to attract customers by having a better understanding of changingcustomer attitude towards performance of two wheelers bikes. The ever changingmarket characteristics have huge impact on corporate decisions. The globalenvironment also poses several complexities to marketer in understanding the marketand consumer attitude.

A COMPARATIVE STUDY OF CUSTOMER SATISFACTION TOWARD

PERFORMANCE OF HERO, TVS, HONDA AND BAJAJ BIKES

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CHAPTER 2

LITERATURE

SURVEY

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LITERATURE SURVEY

In the review of literature I found that many researchers have contributed to thisstudy about 'Consumer attitude toward performance of two wheeler bikes. Yet, theseremain some area on the part of consumer attitude that needs to be taken notice of inmy report.

According to Anuj Kumar Kanojia, 2011

In his article explored the impact of consumer attitude on sales of two-wheeler inurban areas of India. However, the study also showed that urban and rural regionshave different attitude when it comes to selecting the two wheelers bike model.

According to Economic of times Ketan Thakkar, ET Bureau:-

How critical India is to Hero Motor Co's fortunes became evident at the close of thelast financial year. The Japanese company had forecast that it would sell 15.52

million motorcycles and all terrain vehicles (TVs) by March. It ended up fallingmarginally short (15.494 million) but that it was even able to get so close to thetarget was because its Indian unit grew at a cracking 30% pace. The numbers prettymuch tell the story of what...

ICRA EQUITY RESEARCH SERVICE: -

HERO MOTOCORP LIMITED Results Update January 20, 2012, Hero Moto. Corp.

Limited (HMCL), formerly Hero Honda Motors Limited, is the worlds largest two-

wheeler (2W) company in terms of sales volumes, a position that it has been holding for

the last nine consecutive years. HMCL was promoted as a joint venture (JV) between the

Hero Group of the Munjal family and Honda Motor Company (HMC, Japan), with each

holding around 26% equity stake in the company. However, in December 2010, the

management of HMCL signed a new licensing agreement with HMC. The Hero Group

and HMC agreed to restructure their respective equity positions in HMCL, as part of

which, the Hero Group bought out the entire 26% of HMCs stake in HMCL. HMCL has

three manufacturing facilities located at Gurgaon (Haryana), Dharuhera (Haryana) and

Haridwar (Uttarakhand) with an aggregate capacity to produce 6.15 million vehicles per

annum as of March 31, 2011.

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Asian Journal of Technology & Management Research / Vol. 01

Issue: 02 (Jul - Dec 2011) according to him: -

Hero Honda has a remarkable share in the market of the two wheeler industry ofIndia. It has recorded more than 41 percent share in the segment during the period.Where Bajaj the local manufacturer of two wheelers has recorded second positionsales percentage 26.70 but it is a significant growth during the period. Third placehas grabbed by the TVS motors in the segment which has a share of 18.14 percent.

SIAM, Imams Analysis: -

Indian two wheeler markets, competition is intense with around 10 players competing

for the share in the industry. These players include global giants like Honda, Suzuki and

Yamaha as well as Indian players like Bajaj and TVS. The market leader in the domestic

two wheeler industry is Hero Honda Motors, with a 42 per cent market share. It is the

largest two wheeler manufacturer in the world and is closely followed by Bajaj Auto,

which has a 27 per cent market share. TVS Motor is the third largest two wheeler

manufacturer in the country; it has also established a manufacturing facility in Indonesia.

Honda Motors is present in India as Honda Motorcycles and Scooters India Limited

(HMSIL), a 100 per cent subsidiary, in addition to joint venture, Hero Honda. Another

international player, its Suzuki, has recently entered the Indian market through its direct

subsidiary. The industry is characterized by frequent product launches, with over 20

models launched in 2006-07.

In the year 1984, Mr. Brijmohan Lal Munjal:-

The Chairman and Managing Director of Hero Honda Motors (HHM), headed analliance between the Munjal family and Honda Motor Company Ltd. (HMC). HHMMission Statement is: We, at Hero Honda, are continuously striving for synergy

between technology, systems, and human resources to provide products and servicesthat meet the quality, performance, and price aspirations of our customers.

According to study of Mr. MUKESH KUMAR, SRM SCHOOL OF

MANAGEMENT:-

Hero Honda Motors Ltd., the manufacturer of India Largest selling 100 CC

Motorcycles was incorporated on Jan. 19, 1984. Hero Honda is a successful blend of

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two unique cultures & world market leaders i.e. Honda Motor Company of Japan &Hero Group of India. The partnership between Hondas & Manuals to manufacture100 CC Motor bike has been one of the most successful Indian joint Venture ever.HHML has brought to India a revolution on Two Wheeler by famous advertisingcampaign Fill it-Shut It-Forget it . Today 2 plants of HHML are located on Delhi-Jaipur highway.

According to Company, Media Reports, ICRA Hero Honda:-

Hero Honda been adding 500-600 customer touch points every year and has doubledthe count from 2,000 in March 2006 to 4,200 (includes around 800 dealers) in March2010. To strengthen its presence in the rural markets, HHML had launched adedicated rural vertical in 2007 - 08, which took several new marketing initiativesincluding launch of a national-level programmed to direct sales efforts in territorieswith a population of 5,000 and above.

Management Punditz: Indian Two Wheeler Industries - 2011-2012:-

Hero Moto Corp is now worlds largest manufacturer of two-wheelers. The companyhas benefited from the demand shift to motorcycles, as it focuses solely on thisproduct segment (although has a product called Pleasure in Scooter segment). Withfuel efficiency and riding comfort as the main selling points, HMC has been able toaddress a wide market and post robust sales growth even after its separation from theJapanese major Honda.

Honda Motorcycle and Scooter India, Private Limited (HMSI) is the wholly ownedIndian subsidiary of Honda Motor Company, Limited, Japan. Founded in 1999, itwas the fourth Honda automotive venture in India, after Hero Honda, Kinetic Honda

Motor Ltd and Honda Siel Cars India. The entry of Honda into the Indian market asHMSI began with the launch of the Honda Activa, a 100 cc scooter. A slightlymodified trendier version of the Activa was soon launched, as the Honda Dio. HondaEterno was launched thereafter to add to the portfolio of HMSI's scooters. TheHonda Unicorn was the first motorcycle released by HMSI. The Honda Shine hassince been released.

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According to Sriram on LinkedIn.... Shoppers' Stop Ltd:-

In 2000 from the initial investor India Book House Ltd. Sriram stepped...He curatedthe Kala Ghoda Literature Festival from 2005 to 2010.Past: AVP (Research&Consulting) at Trans Graph Consulting Pvt. Ltd., Senior Analyst at.

(Received 12 September 2009; accepted 23 Janaury2010). Abstract. The purpose of

the...Key. .words:. .Customer. .Evaluation,. .Brand. .Image,. .Quality.........techniques. .are

suggested in the literature to. .Hero Honda Motors Ltd (HHML), Bajaj. Auto Ltd

(Bajaj Auto) and TVS Motor.....Loyalty and positive word-of-mouth.

Nov 25, 2009......13HeroCycles Limited Hero Honda Motors Limited......................hero

Cold......................This

has helped Hero Cycles develop immense brand loyalty and customer satisfaction.

Hero Cycles was ranked 3rd amongst top Indian Companies Review2000. .38

CHAPTER 339 Literature review Ball and Brown (1968) were the first ...

May 6, 2008.....Customer loyalty has been universally recognized as a valuable asset................................

Nearly30 years after loyalty first appeared in the academic literature........Indica Xeta,

Bajaj Pulsar, Hero Honda, CD 100 and gold coins..........Article:NETTINGLOYALTY

Article from: Grocer Article date: October 07, 2000 is

Nov 30, 2008............Customer....Value....Exchange. . .Loyalty. .(If....Exchange....not

Applicable). . .Songs, Review, Story, MP3, Download, Trailer, Wallpaper, Picture....

NII invites application for Ph.D. Programmed for the Academic Year 2009-2010....

Bajaj Auto Ltd, India's second-biggest motorcycle and Hero Honda was in the first in themarket.

Hero Honda contributes 50% motorcycles to the market. In it Honda holds 46% ... per

cent lower than in the West, have grown at 25% a year between 2000to 2005. ...

Environmental issues, web usage, lead management and customer loyalty.

According to Davis :-

To maximize the customer-brand relationship on review of the literature we see that

family decision-making process has been. These trust levels are not only associated

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with brand equity and band loyalty but also Hero Honda being the key player. Bajaj by

far is the number one...

We are very excited to launch Audire - the IIM ABC Consulting

Review:-

Joint effort of the.....off in other ways: the share of Hero Honda in ... dramatic shift infortune from March 2000 when it..... Customer base of both the standards by lying

out..... Entrepreneurship literature, it is clear that a key.

Customer's impression regarding such products will enhance the tendency to shift ...

because there salting brand loyalty lowers customers' sensitivity to price. ... Uses of adifferentiation strategy are Hero Honda, HLL, in their 1999 Harvard BusinessReview article "Creating New Market Space".

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CHAPTER 3

INDUSTRY

PROFILE

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INDUSTRY PROFILE

TWO WHEELERS INDUSTRY IN INDIA

The two wheeler industry in India is one of the largest in the world and one of the

fastest growing globally. India manufactures over 18 million vehicles including fourwheeled vehicle every year. It is the world's second largest manufacturer ofmotorcycles, there are eight key players in the Indian market that produced 13.8million units in the year 2010-11.At present the dominant products of the automobileindustry are two wheelers with a market share of over 75%. The industry hasattained a turnover of more than USD 35 billion & provides direct and indirectemployment to over 13 million people.

Currently, India is the second largest producer of two-wheelers in the world. Itstands next only to China and Japan in terms of the number of two wheelersproduced and the sales of two-wheelers respectively. There are many two-wheeler

manufacturers in India. The major players in the 2-wheeler industry are Hero ,BajajAuto Ltd (Bajaj Auto), TVS Motor Company Ltd (TVS) and Honda Motorcycle &Scooter India, Private Limited (HMSI) accounting for over 93% of the sale in thedomestic two wheeler market. It is noteworthy that motorbikes segments share isjust below 80% of the total 2W market in India which is dominated by Hero a n dHonda with a market share of 59%. Scooter segments market share is about 18%which is led by Honda Motorcycle & Scooter India, Private Limited (HMSI) with amarket share of 43%. Three-fourth of the total exports in the two wheeler automobileindustry is made in the motorcycle segment. Exports are made mainly to South EastAsian and SAARC nations.

The level of technology change in the Motor vehicle Industry has been high but, therate of change in technology has been medium. Investment in the technology by theproducers has been high. However, further investment in new technologies will helpthe players to be more competitive. Currently, Indias increasing per capitadisposable income which is expected to rise by 106% by 2015 and growth in exportsis playing a major role in the rise and competitiveness of the industry. The Indiantwo wheeler industry has come a long way since its humble

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beginning in 1948 when Bajaj Auto started importing and selling Vespa scooters inIndia. Since then, the customer preferences have changed in favor of motorcyclesand gearless scooters that score higher on technology, fuel economy and aestheticappeal, at the expense of metal bodied geared scooters and mopeds. These changesin customer preference have had an impact on the fortunes of the lead manufacturers.The erstwhile leaders have either perished or have significantly lost market share,

whereas new leaders have emerged. The two wheeler industry consists of threesegments viz., scooters, motorcycles and mopeds. With an expanding market andentry of new players over the last few years, the Indian two wheeler industry is nowapproaching a stage of maturity. Previously, there were only a handful of twowheeler models available in the country.

At present the dominant products of the automobile industry are Two Wheelers witha market share of over 75% and passenger cars with a market share of about 16%.Commercial vehicles and three wheelers share about 9% of the market betweenthem. The industry has attained a turnover of more than USD 35 billion and providesdirect and indirect employment to over 13 million people.

The Indian two-wheeler industry has come a long way since its humble beginning in1948 when Bajaj Auto started importing and selling Vespa Scooters in India. Sincethen, the customer preferences have changed in favor of motorcycles and gearlessscooters that score higher on technology, fuel economy and aesthetic appeal, at theexpense of metal-bodied geared scooters and mopeds. These changes in customerpreferences have had an impact on the fortunes of the Players. The former leadershave either perished or have significantly lost market share, whereas new leadershave emerged. With an expanding market and entry of new players over the last fewyears, the Indian two wheeler industry is now approaching a stage of maturity.

Previously, there were only a handful of two-wheeler models available in thecountry.

Consumers are very important for the survival of the Motor Vehicle manufacturingindustry. In 2008-09, customer sentiment dropped, which burned on theaugmentation in demand of cars. The key to success in the industry is to improvelabor productivity, labor flexibility, and capital efficiency. Having quality

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manpower, infrastructure improvements, and raw material availability also play amajor role. Access to latest and most efficient technology and techniques will bringcompetitive advantage to the major players. Utilizing manufacturing plants tooptimum level and understanding implications from the government policies are theessentials in the Automotive Industry of India.

This report A C O M P A R AT I VE S T U D Y O F C U S T O M E R

S A T I S F A CT IO N T O W A R D PE R FO R M A N CE O F H E R O, T V

S, a n d H O N D A & B AJ A J B IK E S gives insight of the industryencompassing its evolution in India, demand drivers, influence of supply sidefactors, commentary on industry players and competition and the trends in domesticsales and exports. The report also shows the oligopolistic nature of the Indian twowheeler industry and the propensity of the major players to increase their share. Inthis paper we assess the degree of imperfection in the two-wheeler industry by usingHirschman- Herfindahl Index (HHI). In a rapidly growing two wheeler industry,especially in developing economies like India, it is extremely important to analyzethe state of competition to check whether a few firms may increase their dominanceand also the implications of after sale services provided by the two wheeler firms toconsumers. An important point also remains to look that why even after being theworlds largest two wheeler industry.

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CHAPTER 4

COMPANY

PROFILE

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COMPANY PROFILE

HONDA MOTORCYCLES AND SCOOTERS, INDIA

PVT.LTD.

The wholly owned subsidiary of Honda Motor Company, Japan, Honda Motorcycle& Scooter India has amassed impressive numbers and credibility over the pastdecade with some very successful models like the Activa scooter and the HondaShine 125cc motorcycle. HMSI is currently the third largest two-wheeler companyin India and is steadily climbing up the ranks. And now with its third plant gettingoperational, the long wait for its products also seems to be dropping effectively.

1.1 Products

Twister

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The Honda CB Twisteris a motorcycle manufactured and marketed in India by theHonda subsidiary Honda Motor and Scooter India (HMSI).It was introduced inDecember 2009.

It was given "the most awarded motorcycle of the year" in 2011.

It is available in the Philippines as the Honda CB110, and in India as the CB Twister.

CBR

The Honda CBR models are a series of Honda sport bikes several of which(400RR, 600RR, 900RR, 929RR, 954RR and 1000RR) are marketed as racereplicas, having the suffix RR after the engine size designation. With the exceptionof the single cylinder CBR125 and CBR150, all CBR motorbikes have inlineengines (as compared to the V-twins in the VT, VTR and VF/VFR series). Lesssporting models with inline engines make up the CB Series.

Honda Shine

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The Honda Shineis a motorcycle developed by Honda Motorcycle & Scooter India(HMSI). It was introduced in India in 2006. It is a 125 cc motorcycle. Hondaclaimed the Shine accelerated from 0 to 60 km/h (0 to 37 mph) in 5.30 seconds andhad a top speed of 95100 km/h (5962 mph).

1.2 Product Offering

Exchange Offer

Free gifts

1.3 USP

Extremely powerful engine and sporty design used in motorsports

1.4 Marketing Strategy

The markets are different in terms of the way we reach out to them. As we are

expecting Dream Yuga to generate good volumes from Tier II and Tier III towns,we need to work on both front end and back end. So we are working on what we callthe 3C strategy at Honda. The first C is communication; we have to communicate insuch a way that we are understood by customers belonging to Tier II and Tier IIItowns. We want to translate our global slogan Power of Dreams into a languagethat is followed by the masses in India - Sach kar denge sapne is being used inlocal languages as per the region. The second C is Connect; we have seen that thatthe Indian buyer has a very good balance of emotional and rational connect. Heevaluates the product on looks and price, as well as emotional connect throughmessages and communication of the brand. Thats why we have roped in AkshayKumar. We feel that he has very wide acceptability amongst the masses. We are also

increasing our own network - from 1500 touchpoints last year, we want to take it to2000 by the end of this fiscal year. The product is a mass segment product and itshould be available closer to the masses. We are also increasing the reach of ourregional offices; everywhere.

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HISTORY:-

The history of the Honda brand is nothing more than the history of our challengesand achievements in creating values, invariably ahead of our time. It is also thehistory of the dreams of each of our associates that have come true and have beenshared by people around the world.

COMPETITORS:-

4.1- TVS MOTOR COMPANY

The TVS group was established in 1911 by Shri. T. V. Sundaram Iyengar. As one

of Indias largest industrial entities it epitomizes Trust, Value and Service. It allbegan way back in 1984 when Sundaram Clayton Li m i t e d (A TVS Groupcompany) introduced its 50 CC mopeds in the arena of road racing, notching upunbelievable speeds of 105 kmph. Since then, there has been no looking back

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for TVS Motor Company. TVS Racing was established in 1987 with the objectiveof improving the performance of its bikes. Over the years it has provided valuabledata, design inputs, development of reliable motorcycle models, excellent vehicledynamics & handling etc. The true evidence of it is seen in today's TVS Victorand TVS Fiero. Today, there are over thirty companies in the TVS Group,employing more than 40,000 people worldwide and with a turnover in excess of

USD 2.2 billion.

With steady growth, expansion and diversification, TVS commands a strongpresence in manufacturing of two-wheelers, auto components and computerperipherals. We also have vibrant businesses in the distribution of heavycommercial vehicles passenger cars, finance and insurance.

TVS Motor Company Limited, the flagship company of the USD 2.2 billion TVSGroup, is the third largest two-wheeler manufacturer in India and among thetopten in the world, with an annual turnover of over USD 650 million.

The year 1980 is one to be remembered for the Indian two-wheeler industry, with theroll out of TVS 50, India's first two-seater moped that ushered in an era of affordablep e r s o n a l t r a n s p o r t a t i o n . For t h e Indian A u t o m o b i l e s e c t o r , i tw a s a breakthrough to be etched in history. TVS Motor Company is the first two-wheeler manufacturer in the world to be honored with the hallmark of JapaneseQuality The Deming Prize for Total Quality Management.

MANY FIRSTS TO THE AUTOMOTIVE INDUSTRY IN INDIA

TVS has been at the forefront in bringing a revolution in the way personalcommutation was happening, way back in the 1980s. Beginning with launching asimple, easy-to-use moped for the middle class in India in the 1980s to launching7 new bikes in a single day (first time in the history of the automotive industry inthe world), TVS has often taken the unbeaten path to innovation.

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Ushering in the personal transportation revolution

1980 Launched TVS 50, India's first 2 seater 50 cc moped

1984 First Indian company to introduce 100 cc Indo - Japanese motorcycles

Launched India's First indigenous scooterette (sub - 100 cc variomatic) -

1994

Introduced India's first catalytic converter enabled motorcycle, the 110 cc

1996

1997 Introduced India's first 5 speed motorcycle, Shaolin

2000 Launched India's first 150 cc, 4 stroke motorcycle - The Fiero

Launched India's first fully indigenously designed and manufactured

2001

Launched the revolutionary VT-I engine for the best in class mileage in

2004

2006 Launched TVS Apache - first bike to win 6 awards in a row

Apache RTR - first two wheeler in India to have racing inspired engine and

2007

TVS Flame, TVS Scooty Electric Vehicle and Three- wheeler TVS King

2008 Launched.

Table no. 4.1.1 Ushering in the personal transportation revolution

TVS MOTORS LIMITED.

TVS MOTOR

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Type Private conglomerate (BSE)

Founded In 1911 by shri. T. V. Sundaram Iyenger

Headquarters Chennai, Tamilnadu, India.

Key

Mr. venu srinivasan chairman

Products Motorcycle, mopeds, ungeared scooters, automotive

components.

Revenue USD 2.2 billion (FY 2006)

Employees 5,633 (2007)

Website www.tvsmotor.in

Table no. 4.1.2 Profile of TVS Motors limited

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4.2- BAJAJ AUT O LIMITED

Bajaj Auto limited is on e of the largest two wheeler manufacturing company inIndia apart from producing two wheelers they also manufacture three wheelers.The company had starte d way back in 1945. Initially it used to impo rt the twowheelers from outside, but from 1959 it started manufacturing of two wheelers in

the country. By the year 1970 Bajaj Auto had rolled out their 100,000th vehicle.

Bajaj scooters and mot r cycles have become an integral part of the Indian

milieu and over the years have come to represent the aspirations of modern

India. Bajaj Auto al so has a technical tie up with Kawasa ki heavy

industries of Japan to produce the latest motorcycles in India wh ich are of

world class quality The Bajaj Kawasaki eliminator has emerged straigh t out of thedrawing board of Kawas aki heavy industries. The core brand values of Bajaj Autolimited includes Learnin g, Innovation, Perfection, Speed and Transpare ncy.

Bajaj Auto has three manufacturing units in the country at Akurdi, Waluj and

Chakan in Maharashtra, western India, which produced 2,314,787 v ehicles in

2005-06. The sales are backed by a network of after sales se rvice and

maintenance work shops all over the country.

Bajaj Auto has produc ts which cater to every segment of the I ndian two

wheeler market Bajaj CT 100 Dlx offers a great value for money at the entrylevel. Similarly Bajaj Discover 125 offers the consumer a great performancewithout ma king a big hole in the pocket.

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PROFILE:-

FOUNDER JAMUNALAL BAJAJ

Year of Establishment 1926

Industry Automotive- Two & Three Wheelers

Business Group The Bajaj Group

Listings & its codes BSE Code: 500490; NSE - Code:

BAJAJAUTO

Presence Distribution network covers 50 countries.

Dominant presence in SriLanka, Bangladesh,

Columbia, Guatemala, Peru, Egypt, Iran and

Indonesia.

Joint Venture Kawasaki Heavy Industries of Japan

AkurdiRegistered & Head Office Pune - 411035

India

Tel.: +(91)-(20)-27472851

Works 1- Akurdi, Pune 411035

2- Bajaj Nagar, Waluj Aurangabad 431136

3- Chakan Industrial Area, Chakan, Pune

E-mail [email protected]

Website www.bajajauto.com

Table No. 4.2.1. Profile of Bajaj Auto Limited

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COMPANY'S HISTORY

Bajaj Auto came into existence on November 29, 1945 as M/s Bachraj TradingCorporation Private Limited. It started off by selling imported two-and three-wheelers in India. In 1959, it obtained license from the Government of India tomanufacture two- and three-wheelers and it went public in 1960. In 1970, it rolledout its 100,000th vehicle. In 1977, it managed to produce and sell 100,000vehicles in a single financial year. In 1985, it started producing at Waluj inAurangabad. In 1986, it managed to produce and sell 500,000 vehicles in a singlefinancial year. In 1995, it rolled out its ten millionth vehicles and produced andsold 1 million vehicles in a year.

4.3- HERO MOTO CORP.

About Us

Hero Moto Corp Ltd. (Formerly Hero Honda Motors Ltd.) is the world's largestmanufacturer of two - wheelers, based in India. In 2001, the company achieved thecoveted position of being the largest two-wheeler manufacturing company in Indiaand also, the 'World No.1' two-wheeler company in terms of unit volume sales in acalendar year. Hero Moto Corp Ltd. continues to maintain this position till date.

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VISION

The story of Hero Hond a began with a simple vision - the vision of a mobile and anempowered India, powered by its two wheelers. Hero MotoCorp Ltd., c ompany's newidentity, reflects its com mitment towards providing world class mobi lity solutions with

renewed focus on ex panding company's footprint in the global aren a.

MISSION

Hero MotoCorps missi n is to become a global enterprise fulfilling its customers' needsand aspirations fo r mobility, setting benchmarks in technology , styling and quality so

that it converts its customers into its brand advocates.The company will provide anengaging env ironment for its people to perform to their true potential. It will continueits focus on value creation and enduring relationships with its partners.

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STRATEGY

Hero MotoCorps key strategies are to build a robust product po rtfolio acrosscategories, explore gr owth opportunities globally, continuously improve itsoperational efficiency, a ggressively expand its reach to customers, continue to

invest in brand building activiti es and ensure customer and shareholder delight.

BRAND

The new Hero is rising and is poised to shine on the global arena. Co mpany's newidentity "Hero MotoCorp Ltd." is truly reflective of its vision to strengthen focus onmobility and technology and creating global footprint. Building and pr omoting newbrand identity will be central to all its initiatives, utilizing every op portunity andleveraging its strong presence across sports, entertainment and ground-levelactivation.

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MANUFACTURING

Hero Moto Corp. two wheelers are manufactured across 3 globally benchmarkedmanufacturing facilities. Two of these are based at Gurgaon and Dharuhera whichare located in the state of Haryana in northern India. The third a nd the latest

manufacturing plant is ba sed at Haridwar, in the hill state of Uttrakhand.

DISTRIBUTION

The Company's growth i n the two wheeler market in India is the result of anintrinsic ability to increase reach in new geographies and growth markets. HeroMotoCorps extensive sales and servi ce network now spans over to 6000 customertouch points. These comprise a mix of authorized dealerships, service & spare parts

outlets, and dealer-appointed outlets across the country.

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History

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 MotorCompany was established in 1984 as the Hero Honda Motors Limited at Dharuhera,India. Munjal family and Hondagroup both owned 26% stake in the Company.

During the 1980s, the company introduced motorcycles that were popular in Indiafor their fuel economy and low cost. A popular advertising campaign based on theslogan 'Fill it Shut it Forget it' that emphasized the motorcycle's fuel efficiencyhelped the company grow at a double-digit pace since inception. In 2001, thecompany became the largest two-wheeler manufacturing company in India andglobally. It maintains global industry leadership till date. The technology in thebikes of Hero Moto.Corp (earlier Hero Honda) for almost 26 years (19842010) hascome from the Japanese counterpart Honda.

Hero Honda Motorcycles Limited is an Indian manufacturer of motorcycles andscooters. Hero Honda is a joint venture that began in 1984 between the Hero group

of India and Honda from Japan. It has been the world's biggest manufacturer of 2-wheeled motorized vehicles since 2001, when it produced 1.3 million motorbikes ina single year. Hero Honda's Splendor is the world's largest selling motorcycle. Its 2plants are in Dharuhera and Gurgaon, both in Haryana, India. It specializes in dualuse motorcycles that are low powered but very fuel efficient.

The company has sold over 47 million 2-wheelers since its inception in 1984 tillMarch 2013. It sold 6.07 million 2-wheelers in 2012, out of which 5.5 million weremotorcycles. Hero Moto.Corp sells more two wheelers than the second, third andfourth placed two-wheeler companies put together. Its most popular bike HeroHondaSplendor sells more than one million units per year.

In 2013, Hero MotoCorp registered best ever calendar year performance of morethan 6.1 million unit sales. By selling 6.25 million units in the month of October, itbecame the first-ever manufacturer to cross landmark 6 lakh unit sales in a month. Inthe last quarter of the year or say in the festive season, the company sold more than1.6 million units, while in non festive time in AprilMay 2013; it managed to sellout quite good numbers of units- 1.1 million.

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Termination of Honda joint venture:-

In December 2010, the board of directors of the Hero Honda Group had decided toterminate the joint venture between Hero Group of India and Honda of Japan in aphased manner. The Hero Group would buy out the 26% stake of the Honda in JVHero Honda.

Under the joint venture Hero Group could not export to international markets(except Sri Lanka and Nepal) and the termination would mean that Hero Group cannow export. Since the beginning, the Hero Group relied on their Japanese partnerHonda for the technology in their bikes. So there are concerns that the Hero Groupmight not be able to sustain the performance of the joint venture alone.

The Japanese auto major will exit the joint venture through a series of off markettransactions by giving the Munjal familythat held a 26% stake in the companyan additional 26%. Honda, which also has an independent fully owned two-wheelersubsidiaryHonda Motorcycle and Scooter India (HMSI)will exit Hero Honda ata 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 themarket closed on Wednesday.

The rising differences between the two partners gradually emerged as an irritant.Differences had been brewing for a few years before the split over a variety ofissues, ranging from Honda's reluctance to fully and freely share technology withHero (despite a 10-year technology tie-up that expires in 2014) as well as Indianpartner's uneasiness over high royalty payouts to the Japanese company. Anothermajor irritant for Honda was the refusal of Hero Honda (mainly managed by theMunjal family) to merge the company's spare parts business with Honda's new fullyowned subsidiary 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 Brijmohan Lal Munjal group, will form an overseas-incorporated specialpurpose vehicle (SPV) to buy out Honda's entire stake, which will be backed bybridge loans. This SPV would eventually be thrown open for private equityparticipation and those in the fray include Warburg Pincus, Kohlberg Kravis Roberts(KKR), TPG, Bain Capital, and Carlyle Group.

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Honda will continue to provide technology to Hero Honda motorbikes until 2014 forexisting as well as future models.

Formation of Hero Moto Corporation:-

The name of the company was changed from Hero Honda Motors Limited to HeroMoto Corp Limited on July 29, 2011. The new brand identity and logo of HeroMoto Corp were developed by the British firm Olins. Thelogo was revealed on 9August 2011 in London, to coincide with the third test match between England andIndia.

Hero Moto Corp can now export to Latin America, Africa and West Asia. Hero isfree to use any vendor for its components instead of just Honda-approved vendors.

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CHAPTER 5

OBJECTIVE AND

SCOPE OF THE

STUDY

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OBJECTIVES AND SCOPE OF THE

STUDY

Successful decision-making depends not on any principles but on the skill and

judgments of the individuals. However skill and judgment by itself cannot lead togood decisions but are the inherent tools through which data collected or availablecan be converted into proper information thus for this purpose of having properdecision making it is very essential to collect relevant and accurate information.Hence to collect proper information certain objectives were set which would lead tothe process of research in the designed direction based on the priority and need ofthe organization the objectives of the research were segregated in to primary andsecondary objectives.

OBJECTIVES OF PROJECT

1. To identify the customer satisfaction level towards the performance of bikes2. To identify the factors which influence consumer decision making process.

3. To identify possible area of improvement in bike.

4. To identify the competitive position of various brands of two wheelers incustomers mind.

SCOPE

The project was based on the A COMPARATIVE STUDY OF CUSTOMER

SATISFACTION TOWARD PERFORMANCE OF HERO, HONDA, TVS

AND BAJAJ BIKES and data was collected from the Malegaon City.

This shows the companys performance and the customers satisfaction towardthe companys products. It also helps to know the customers demand and theexpected services from the companies. The project also helps to know the reasonsbehind the reduction of sales of the companys product. So it is important forcustomer as well as the company

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CHAPTER 6

RESEARCH

METHODOLOG

Y

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RESEARCH METHODOLOGY

Introduction

Research methodology is a way to systematically solve the research problem, as

to how research is done scientifically. It consist of the different methods that

generally adopted by researcher to study his research problem along with logicbehind them. It isnecessary forthe researcherto develop certain tests.

Marketing research specifies the information required to address these issues; designs themethod for collection information manages and implements the data collection process;analysis the results and communication the findings and their implication.

Research definition:

Research is careful inquiry or examination to discover new information andrelationship and to expand and to verify exiting knowledge,

Research always starts with questions or a problem. Its purpose is to find answer toquestions through the application of the scientific method. It is a systematic andintensive study directed towards a more complete knowledge of the subject studies.

The following are the methods adopted for the projects:

1. The Research Design ismade asperthe requirementsofthe project.

2. For the secondary data collection, the information in the record of the companyproved to be sufficient.

3. For the primary data collection, theresearcher has preferred thesurvey methodto theother methods.

4. In thesurvey method, theresearcher chose to undertakenfieldwork. This is becausethere is perception that in the geographical area in which he was to conduct the survey,

better and quicker data was possible to be collected only through direct field work.

5. In the f ield work, instead of choosing any interviews or recorded

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observation, the researcher chose to incorporate all the questions in from of a

questionnaire.

RESEARCH DESIGN

Research design is the plan, structure and strategy of investigation conceived so asto obtain answer to research question and to control variance. - BY KERLINGER

The researcher after choosing thesubject, company and the area to conduct his research,decided to establish the theme or the importantfactor uponwhich the entireproject isto base.

At the outset, the objectives of the projectwere identified. Thereupon, the conclusiveresearch was undertaken upon consideration, the researcher chose the statistical design as

it suited the projects requirements. This method was warranted as he had decided to

embark upon a survey and the analysis and interpretation of the findings of the surveys

can only be done properly only if he chose the statistical design.

RESEARCH PROBLEM:-

To know the consumer buying behavior & awareness about the HONDA bikes and inthe minds of consumer in Malegaon city, because always consumer say somethingand does something. There are many companies manufacturing motorcycles into themarket, at the same time as there are many companies manufacturing motorcycles,idea about thinking of customer on whether, what, how, and for whom to purchase

the motorcycle.

Therefore, research is required to measure present consumer buying behavior at thepurchase of hero bike. So the researcher problem is to identify what are the criteriathat prospective customer takes into consideration before buying the motorcycles.

At the outset may be noted that there are several ways of studying and tackling aproblem. There is no signal perfect design. The research design can be classified into true broad categories:

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Exploratory

Descriptive

Casual

Exploratory research is focus on the discovery of ideas. Exploratory research

is carried out to define problems and developed hypothesis to test later. Anexploratory study is generally based on the secondary data that are reading available.It does not have to change his focus of direction, depending on the availability ofnew ideas and relationship among variables.

Descriptive studies are undertaken in many circumstances. Descriptivestudiescan be complex, determining a high degree of scientific skill on the part ofthe researcher.

Casual research helps in determined cause and effect relationship. Betweentwo or more variables.

The present study seeks to find out the consumers preference towards performance oftwo wheelers bike. The study also aims at findings out the drawbacks of the marketingset up of HONDAs two-wheelerbikes. So, this makes the study a descriptiveone.

SOURCE OF DATA

The sources of data collection methods are as follows:-

a) Primary data:-

The primary data is that which details we collect first time from the market andalso used first time in the research. We also say that the information is first time inthe research decision. To collect the primary data questionnaire is preparedstructure non-disguise questionnaire is prepared.

Primary data:- Questionnaire

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b) Secondary data:-

Secondary data are those data which are already collected by someone for somepurpose and are available for the present study; secondary data are alreadycollected by the companys records and other librarys books. When the secondarydata are sufficient, the researcher has to be satisfied with the primary sources ofdata. Secondary data can be used as bases for comparison with primary data have

been collected by questionnaire.

Secondary data: Magazines, Newspapers, Websites, Books, E-Journals.

Primary data i.e. collected for the first time. It is fresh and originally collected bythe survey. I have used only primary data in calculating the study and collect thedata.

DATA COLLECTION METHODSampling plan

Sampling is a process of obtaining. The information about the entire population byexamine a part of it .The effectiveness of the research depends on the sample sizeselected for the survey purpose.

(A)Sampling Unit:-

It means Who is to be surveyed. Here target population is decided and it is who areinterested to purchase Bike and sampling frame is developed so that everyone inthe target population has known chance of being sampled. So the survey isconducted particularly in MALEGAON City.

(B)Sample size:-

For the purpose of proper survey, there is need of perfect research instruments tofind out sample size for more accurate result about buying preference of bike.

These were 100 respondents.

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(C) Sampling Method:-

A Stratified random sample is one where the population is divided in to mutuallyexhaustive strata or sub-group and then a simple random is selected within each ofstrata on age groups, occupation etc. It may be noted that stratification does notmeans absence of randomness. Here the researcher has used a simple randomsamplingmethod.

Period of study

The period ofthe study forthisistwo monthsi.e.15-Mayto 14-July.

DATA COLLECTION INSTRUMENT

RESEARCH INSTRUMENT:-

Researcher instruments is the tool by which the researcher can do research onspecific problems or objective. The most popular researcher instrument for collectiondata is Questionnaire for a particular investigation. It is simple for a moiled set ofquestions presented to respondents for their answers. Due to this flexibility, it is mostcommon instrument used to collect the primary data. During the pre- testing ofquestionnaire, I seen the reaction of respondents and suggestions required to makechange in research instrument.

Data Collection :-

The data will be collected from the respondents using questionnaire by personalinterview.

Data Analysis:-

The data analysis will be divided in 2 parts.

First part: will include descriptive statistics and

Second part: will include inferential statistics.

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THE QUESTIONNAIRE DESIGN:

The questionnaire hasbeen prepared on the following lines:

The questionnaire includes the entire relevant question so as to provoke andelicit the data from the respondentsin a briefmanner.

There are some open ended questions which are incorporated in the questionnaire.

The reason behind thisisto get the subjective data which ifotherwise put in theform of a close ended form would not elicit the answer in a proper form. The questions were able to fully coverthe themesconcerned.

Analysis of Data through statistical Tools

1. Simple percentage method

2. Correlation Analysis

3. CHI- Square Test

4. Pie diagram

5. Bardiagram

SIMPLE PERCENTAGE METHOD:-

Percentagerefers to aspecial kind of ratio.Percentages are used in makingcomparisonbetween two or more series of data. Percentages are used to describe relationships.Percentage can also be used to compare the relative terms, the distribution of two (or)more series of data.

% ofrespondents= No. ofrespondentsTotal respondents100

ARITHMETIC MEAN:-

Arithmetic mean, average, or mean is thesum of all items divided by the number of

items. The weighted value mean ismost frequently used in marketing research analysis.

CHI- SQURE ANALYSIS:-

Chi-square test is a non- parametric test. It is used most frequently by marketingresearcher to test hypothesis. This is employed for testing hypothesis when distribution ofpopulation is not known and when nominal data is to be analyzed.

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CORRELATION ANALYSIS:-

Correlation analysisisthe statistical technique that isused to describe not only the

degree to which are variable is related to another, but also the direction the

influence. The coefficient ofcorrelation measures the mutual relationship between

two variables. A simple correlation between two variables only and it is usually

represented.

The simple correlation indicted whetherthe change in one variable influencesthe change in the other variable. Not that the changesmay likely to occur in bothdirectionsnamely:-1. The increase in one variable is accompanied by the proportionate increase in

the othervariable.

2. The increase in one variable causesthe proportionate decrease in the othervariable.In the first cast the variable are said to be positively correlated, while in the second case,the variable are said to be negatively correlated.

BAR DIGAMS:-

Bardiagram consist ofbars running eitherhorizontally orvertically with an individualbar for each observation. The individual bars have separate observations andmagnitudes. They serve the purpose of showing the rate ofchange in continuousdata. More than two series ofdata may be depicted by the use of bar diagrams.

The positive and negative quantities also are demonstrated with bardiagram.

PIE DIAGRAMS:-

The pie diagram is presented in a circle dividing the chart in different componentsaccording tothe need ofthe distinctive data. The slices of the circle are also noted

with the name and theirpercentage share in the total circle of360 degree.

The questionnaire contains 3 types of questions.

1 Open-ended question:-

It is helpful in knowing what is uppermost in the mind of the respondents. It givescomplete freedom to the respondent.

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2 Dichotomous questions :-

It has only two answers in form yes or n, true or false, use or do not use. Sothe respondent is offered two or more choice

3 Multiple-choice question:-

In this, the respondent is offered two or more choice.

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CHAPTER 7

DATA ANALYSIS &

INTERPRETEATIO

N

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DATA ANA LYSIS & INTERPRETA

TION

Q1) Which companys two-wheeler bikes do you have?

Com pany Users

HER O 25

BAJAJ 25

HON DA 25

TVS 25

Tabl e no. 7.01 Owners of different bikes

Respon dent's Ownership of Different Bikes

Graph no. 1 Respondent's Ownership of Different Bikes

INTERPRETATION: -

As per the above 100 cu stomers survey it is clear that all the four com panys bikesare preferred equally by the customers, i.e. HERO 25 customers, HONDA 25customers, TVS 25 custo mers, and BAJAJ 25 customer.

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Age Wise Interpr etation

Age Hero TVS Honda Bajaj

18-25 9 3 11 3

25-40 7 13 9 5

40-55 8 3 7 9

Above 55 1 6 2 4

Total 25 25 25 25

Table No. 7.02 Age-Wise Users of Bikes

Age-Wise Users of Bikes

18-25 25-40 40-55 Above 55

1 2 46

783

9 97

13

11 59

3 3

Hero TVS Honda Bajaj

Gr aph No. 2 Age-Wise Users of Bikes

Interpretation:-

Customers with age above 55 prefer mostly TVS and BAJAJ bikes, i.e. 6 & 4respectively, while customers for Hero and Honda are very less, i.e. 1 & 2respectively

Most of the customers between age group 40-55 prefer BAJAJ bikes i.e.9.while few custome rs prefer HERO i.e. 8, customers for HONDA ANDTVS are very less i.e. 7 & 3 respectively.

Most of the custome rs between the age group 25-40 prefer TVS Bi kes i.e. 13customers. While the customers between this age group for HERO, BAJAJ &Honda comparatively less i.e. 7, 5 and 9 respectively.

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Most of the customer s between the age group 18-25 prefer HONDA Bikesi.e. 11 customers and HERO BIKES i.e. 9 customers. While the customers forTVS are quite low i.e. 3 an d customers for Bajaj are too less i.e. 3.

Q2) Which Models of tw o-wheeler bike do you have?

Hero No. B ajaj No. TVS No. Hon da No.

Splendour+ 7 C T 100 10 Flame 5 Acti va 8

CD Deluxe 8 D iscover 5 Star city 5 Drea m 5

Yug a

Passion 5 pulsar 6 Apache 3 Shine 7

Pro

CBZ 2 X CD 3 Jive 3 Unicorn 3

Other 3 O ther 1 Other 9 Oth

e

r 2

Table n o. 7.03 Respondents using different models

Graph No. 3 R espondents using different models of Hero Bi kes

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INTERPRETATIO N: -

For Hero Bikes most o f the customers have CD Deluxe, while the ratio of thecustomers using Passion pro, Splendour +, CBZ and other bikes are c omparativelylow. The reason behind C D Deluxe being famous is its good mileage

Re spondents using different models of Bajaj Bikes

XCD12%

!"er4%

CT10040%

#$&ar24%

D'&(over20%

Graph No.4 Respondents using different models of Bajaj B ikes

INTERPRETATIO N: -

In Bajaj the customers are giving more preference to CT100, Pulsar and Discover

models, because the models have good pickup and good mileage.

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Graph No.5 Respondents using different models of TVS Bikes

INTERPRETATIO N:-

In TVS Bikes the custo mers are giving more preference to the other models ratherthan Flame, Star city Jive and Apache.

Respondents using different models of Honda Bikes

No.of

Respondents

10

0

Different Models of Honda Bikes

Graph No. 6 Re spondents using different models of Honda B ikes

Interpretation: - In H onda Bikes the customers are giving more preference to theActiva and Shine models rather than Dream Yuga, Unicorn and Others

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Q3) In which family Income level do you Fall?

Income level Respondents

Below 2 lac. 10

200000-400000 49

400000-600000 31

Above 600000 10

Ta ble no. 7.04 - Income level of respondents

Income Group

No.

Of

People

5040302010

0

Income Of people

Graph No. 7 Income Level of Respondents

INTERPRETATIO N: -

The maximum numbers of customers that are using these bikes fall in the incomegroup of 200000-400000 & 400000-600000. While this ratio is minimum in case of

customers whose income level fall below 200000 because they cant affo rd suchbikes and the preference level f or such bikes lowers from 600000 & above as theyprefer four wheelers.

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Q4) Since how long do you own a bike?

Years Respondents

0-2y ear 34

2-5 year 29

5-7 year 26

Above 7 year 11

Tabl e No. 7.05 Customers using bikes since..

Customers Using BikesSince...

0- 2)ear 2-5 )ear 5-7 )ear Above 7 )ear

11%34%

26%

29%

Grap h No. 8 Customers using bikes since

INTERPRETATIO N: -

It is observed that mostl y the customers are having new bikes. This is b ecausethe customers are attracted t owards new bikes with add on features & do notprefer using one bike for more than two years.

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Q5) For what purpose do you use your Motor Bike?

Hero Bajaj Honda TVS Score

Office purpose 6 3 3 8 20

Personal 7 12 8 2 29

purpose

Educational 4 4 6 8 22

Purpose

Joy purpose 5 2 2 2 11

Other 3 4 6 5 18

Total 25 25 25 25 100

Table No. 7.06 Usage of Bikes

Usage Of Bikes

12

10

86

!ero

2 B"#"#

0 !on$"

% &S

Graph No. 9 Usage of Bikes

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INTERPRETATION:-

The customers are using their bikes mostly for official, educational andpersonal purpose.

People preferring bikes for office purpose are seen highest in TVS, i.e. 8. Peoplepreferring bikes for personal purpose are seen highest in Bajaj, i.e. 12. Peoplepreferring bikes for joy purpose are seen highest in Hero, i.e. 5. People preferringbikes for educational purpose are seen highest in TVS, i.e. 8. People preferring bikesfor other purpose are seen highest in Honda i.e. 6.

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Q6) How do you came t o know about this Motor Bike?

Hero Bajaj Honda TVS Score

Newspaper 8 3 6 7 24

Television 10 8 12 7 37

Internet 2 6 2 6 16

Friends & Relative 3 7 4 1 15

Other 2 1 1 4 8

Total 25 25 25 25 100

Table No. 7.07 How did customer get to know about bik e

Graph No. 1 0 How did customer get to know about bikes?

INTERPRETATIO N: -It is observed that the awareness of Hero, T VS & Hondabikes mostly comes from Television and Newspaper, while for Bajaj; t he awarenesscomes from internet and television.

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Q7) Does Advertisement Influence your decision in choosing a Moto r bike?

ANSWERS RESPONDENTS

Yes 65

No 19

Cant say 16

Table No. 7.08 Influence of advertisement on customers decision

In'uen ce$ () *$+ertisement or

not,*e& +o Can,! &a)

16%

19%

65%

Graph No. 11 Influence of advertisement on customers d ecision

INTERPRETATIO N: -

Out of the sampl e size of 100 customers, 65 customers agree w ith thefact that advertisements play a very significant role in influencing their b ehaviorto choose the bike. On the other hand 19 customers do not agree to this f act.While remaining 16 customers are not sure about it.

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Q8) Are you satisfied with the performance of the bike that you are currently

having?

ANSWERS RESPONDENTS

Yes 59

No 34

Cant say 07

Table no. 7.09 Customer Satisfaction Towards Performance of bikes

Customer S"tisf"ction%o-"r$s

perform"nce of (ikes

Can,!&a)7%

+o34% *e&

59%

Graph No. 12 Customer Satisfaction Towards Performance of bikes

INTERPRETATION:-

Out of the sample size of 100 customers, 59 customers say that they aresatisfied with the performance of their bikes. On the other hand 34 customers arenot satisfied with the performance of the bikes that they are having, while theremaining 7 customers are unable to say anything.

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Q9) Do you have full kn owledge about Bikes before buying?

Hero Bajaj Honda TVS

Yes 1 9 16 21 15

No 4 8 1 7

Cant say 2 1 3 3

Table no. 7.10 Resp ondents having knowledge about bikes before buying

Knowledge about bikes

Graph No. 13 Respondents having knowledge about bikes before buying

INTERPRETATIO N:-

It is observed that most of the customers are having full knowle dge of the

bike before purchasing.

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Q10) Which Factor belo w Influence your decision?

Hero Bajaj TVS Honda

Price 1 2 8 1

Mileage 8 15 5 1

Quality 2 4 3 7

Resale Value 12 2 4 8

Status

symbol

2 2 5 8

T able No. 7.11 Influencing Factors of Bikes

Hero Bikes Influencing

Factor

15

10

5

0

-r'(e

.'%ea/e

0$a%'!)

1e&a%e

2

S!a!$&2

Grap h No. 14 Hero Bikes Influencing Factor

INTERPRETATIO N: - In Hero bikes the mileage of the bike and the resale

value that it adds influen ces the decision criteria of most of the customer s.

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Graph No. 15 Bajaj Bikes Influencing Factor

INTERPRETATIO N: -

In Bajaj bikes customers gets more influenced by the quality and mile age of thebike and also they think that it adds value to their prestige.

Graph No. 16 TVS Bikes influencing factor

INTERPRETATIO N: -In TVS bike the economic price of the bikesinfluences the buying beh avior of the customers.

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Graph No. 17 Honda Bikes Influencing Factor

Interpretation: -

In Honda Bikes, the factors that influence the consumer buying behavior are Quality,

Resale Value and Status Symbol.

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Q11) How will you rate your bikes performance with respect to following

attributes?

Give the points as follows:-

Worst Worse Bad Neutral Good Better Best

-3 -2 -1 0 1 2 3

ATTRIBUTES AVERAGE AVERAGE AVERAGE AVERAGE

POINTS POINTS POINTS POINTS FOR

FOR HERO FOR BAJAJ FOR TVS HONDA

Mileage 1 3 0 1

Price 1 2 0 -2

Pick-up 2 0 1 3

Maintenance 2 0 -2 2

Look & shape 3 -1 2 3

Brand Image 3 0 -1 3

Table no. 7.12 Points Given By Customers for attributes of bikes

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POINTS

GIVE

N BY CUSTOMERS FOR ATTRIBUTES

OF BIKES

8

76 AVERAGE ASSOCISTION

5 FACTOR FOR HOND A

4 AVERAGE ASSOCISTION3 FACTOR FOR TVS2

AVERAGE ASSOCISTION1

FACTOR FOR BAJAJ0

-1 AVERAGE ASSOCISTION

-2 FACTOR FOR HERO

Graph No. 18 P oints Given By Customers for attributes of b ikes

INTERPRETATIO N: -

It is observed that in r ating of different features of different bikes people givemaximum rating to the lo ok shape, Brand Image and Pickup of the HONDA &HERO bikes. At the second lev el they give their maximum rating to the mil eage ofBajaj Bikes. Most of the custo mers are dissatisfied with their TVS bikes.

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Q12) If new Bike with good features comes in, then would you like to change

your bike?

Hero Bajaj TVS Honda

Yes 7 10 13 10

No 1 4 12 7 13

Cant say 4 3 5 2

Table No. 7.13 Bike Changing decision

Gr aph No. 19 Bike Changing Decision

INTERPRETATIO N: -It is observed that the customers of Hero, B ajaj & Hondabikes are not ready to cha nge their bikes even if a new bike comes in with goodfeatures. While majority of the customers of TVS are ready to change the ir bikes if newbike provides some good features to them.

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CHAPTER 8

OBSERVATIONS

FROM

THE STUDY

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OBSERVATIONS FROM THE STUDY

OBSERVATIONS:-

1. The maximum numbers of customers that are using these bikes fall in theincome group of 200000-400000 & 400000-600000. While this ratio isminimum in case of customers whose income level fall below 200000 becausethey cant afford such bikes and the preference level for such bikes lowers from600000 & above as they prefer four wheelers.

2. Out of the sample size of 100 customers, 59 customers say that they are satisfiedwith the performance of their bikes. On the other hand 34 customers are notsatisfied with the performance of the bikes that they are having. While the

remaining 7 customers are unable to say anything.

3. In Hero bikes the mileage of the bike and the resale value that it adds influences thedecision criteria of most of the customers. In Bajaj bikes customers gets moreinfluenced by the quality and mileage of the bike and also they think that it addsvalue to their prestige. In TVS bike the economic price of the bikes influences thebuying behavior of the customers. In Honda Bikes, the factors that influence theconsumer buying behavior are Quality, Resale Value and Status Symbol.

4. It is observed that in rating of different features of different bikes people give

maximum rating to the look shape, Brand Image and Pickup of the HONDA &HERO bikes. At the second level they give their maximum rating to the mileageof Bajaj Bikes. Most of the customers are dissatisfied with their TVS bikes

5. It is observed that the customers of Hero, Bajaj & Honda bikes are not ready tochange their bikes even if a new bike comes in with good features. Whilemajority of the customers of TVS are ready to change their bikes if new bikeprovides some good features to them

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CHAPTER 9

CONCLUSION

S

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CONCLUSIONS

1. Most of the Apache, Pulsar & Shine are purchased by young generation 18 to

25 years because they prefer stylish looks and rest of the models of Hero, Honda,TVS and Bajaj are purchased more by daily users who needs more average ofbikes than looks.

2. Hero, Bajaj and Honda is considered to be most fuel-efficient bikes on Indianroads.

3. Service & Spare parts of Honda Bikes are available throughout India in localmarkets also.

4. While buying a motorcycle, economy is the main consideration in form ofmaintenance cost, fuel efficiency.

5. Majority of the respondent had bought their motorcycle more than 2 years.

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CHAPTER 10

SUGGESTION

S

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SUGGESTIONS

1. Honda should introduce some more models having more engine power.

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

3. More service centers should be opened for their Customers.

4. Maintenance cost and the availability of the spare parts should also begiven due importance.

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

6. The price should be economic.

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CHAPTER 11

REFERENCE

S

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REFERENCES

Bibliography

Kotler, Philip (1999) Marketing ManagementMillennium Edition, PrenticeHall, New York.Kothari, C (2005) Research MethodologyNew age publisher, New Delhi.

Magazines

Business Today and India Today

Webliography:

1. www.heromotocorp.com

2. www.world.honda.com

3. www.bajajauto.com

4. www.extrememachines.com

5. www.tvsmotors.in

6. www.honda2wheelersindia.com7. www.business-standard.com

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QUESTIONNAIRE

A comparative study on customer satisfaction towardsperformance of Hero, Bajaj, Honda & TVS Bikes

I. Personal data:-

1. Name & Contact no: -____________________________________________________________

2. Gender: M F

3. Age Group : (A)18 to 25 (B)25 to 40

(C) 40 to 55 (D) Above 55

4. Occupation : Businessman Govt. Employee Private Employee

Student Retired Farmer

5. Annual income : Below 2,00,000 2,00,000-4,00,000

4, 00,000-6, 00,000 Above 6, 00,000

II. Consumer attitude & performance:-

1. Which companys two wheelers bike do you have?

HERO BAJAJ HONDA TVS

2. Which models of two wheelers bike do you have?

HERO: - Splendour+ CD Deluxe Passion Pro CBZ Other

BAJAJ: - CT 100 Discover Pulsar XCD Other

HONDA: - Activa Dream Yuga Shine Unicorn Other

TVS: - Flame Apache Star city Jive Other

3. For how long do you own a bike?

0 year 2 year 2 year 5 year 5 year 7 year Above 7 year

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

Newspaper Television Internet Friends / family other

5. For what purpose do you use these two wheelers bike?

Office work personal Enjoyment Education Other

6. Which source did you use to purchase a these two wheelers bike?

Cash Bank loan Friend / Relative Instalments

7. How will you rate your bikes performance with respect to following attributes:-

Give the points as follows:-

Worst Worse Bad Neutral Good Better Best

-3 -2 -1 0 1 2 3

ATTRIBUTES POINTS

A Mileage

B Price

C Pick-up

D Maintenance

E Look / shape

F Brand image

8. Give the proper rank from 1 to 4 for the below given different two-wheeler companies of bikesfor choice preference as per your views?

(A)HERO_____ (B) BAJAJ _____ (C) HONDA_____ (D) TVS_____

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

Yes No cant say

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10. From the following factors given below, tick the foremost important factor which

influenced your decision while purchasing a bike?

Price mileage Quality Resale value Status

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

Yes No Cant say

12. Which companys bikes you will suggest others to buy?

HERO BAJAJ HONDA TVS

13. For the following criteria answer these question based upon your experience aboutthese two wheeler bikes. Tick the most appropriate answer as per your views in the block.

Strongly Agree Natural Disagree Strongly

Agree Disagree

A Satisfied with the performance of the bike

B Knowledge about bike before buying.

C The dealers are customer friendly.

D Dealer service is helpful at time to

purchase a bike.

E Satisfied with the dealer service afterpurchase a these two wheeler.

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