“A STUDY ON CUSTOMER

SATISFACTION TOWARDS HONDA

ACTIVA”

1

TABLE OF CONTENTS

SR. No. PARTICULARS PAGE NO.

PART – I GENERAL INFORMATION

1 About the Company

Overview of World Market

Overview of Indian Market

Growth of the Company

8

9

10

11

2 About major Companies in the Industry 12

3 Product Profile 13

PART – II PRIMARY STUDY

4 Introduction of the Study

4.1 Literature Review

4.2 Background of the Study

4.3 Problem Statement of the Study

4.4 Objectives of the Study

4.5 Hypothesis

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15

16

19

20

21

5 Research Methodology

5.1 Research Design

5.2 Sources of Data

5.3 Data Collection Method

5.4 Population

5.5 Sampling Method

5.6 Sampling Frame

5.7 Data Collection Instrument

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23

24

24

24

25

25

6 Data analysis and interpretation

7 Result and finding 26

8 Limitation of the study

Conclusion

Annexure

Bibliography

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ABOUT THE COMPANY

Honda has been the world's largest motorcycle manufacturer since

1959, as well as the world's largest manufacturer of internal combustion

engines measured by volume, producing more than 14 million internal

combustion engines each year. Honda surpassed Nissan in 2001 to become

the second-largest Japanese automobile manufacturer. As of August 2008,

Honda surpassed Chrysler as the fourth largest automobile manufacturer in

the United States. Honda is the sixth largest automobile manufacturer in the

world.

Honda was the first Japanese automobile manufacturer to release a

dedicated luxury brand, Acura, in 1986. Aside from their core automobile and

motorcycle businesses, Honda also manufactures garden equipment, marine

engines, personal watercraft and power generators, amongst others. Since

1986, Honda has been involved with artificial intelligence/robotics research

and released their ASIM Orobot in 2000. They have also ventured into

aerospace with the establishment of GE Honda Aero Engines in 2004 and

the Honda HA-420 HondaJet, scheduled to be released in 2011. Honda

spends about 5% of its revenues into R&D.

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OVERVIEW OF WORLD MARKET

Honda is the largest motorcycle manufacturer in Japan and has been

since it started production in 1955. At its peak in 1982, Honda manufactured

almost three million motorcycles annually. By 2006 this figure had reduced to

around 550,000 but was still higher than its three domestic competitors.

During the 1960s, when it was a small manufacturer, Honda broke out of the

Japanese motorcycle market and began exporting to the U.S. Working with

the advertising agency Grey Advertising, Honda created an innovative

marketing campaign, using the slogan "You meet the nicest people on a

Honda." In contrast to the prevailing negative stereotypes of motorcyclists in

America as tough, antisocial rebels, this campaign suggested that Honda

motorcycles were made for the everyman. The campaign was hugely

successful; the ads ran for three years, and by the end of 1963 alone, Honda

had sold 90,000 motorcycles.

Taking Honda's story as an archetype of the smaller manufacturer

entering a new market already occupied by highly dominant competitors, the

story of their market entry, and their subsequent huge success in the U.S. and

around the world, has been the subject of some academic controversy.

Competing explanations have been advanced to explain Honda's strategy and

the reasons for their success.

The first of these explanations was put forward when, in 1975, Boston

Consulting Group (BCG) was commissioned by the UK government to write a

report explaining why and how the British motorcycle industry had been out-

competed by its Japanese competitors. The report concluded that the

Japanese firms, including Honda, had sought a very high scale of production

(they had made a large number of motorbikes) in order to benefit from

economies of scale and learning curve effects. It blamed the decline of the

British motorcycle industry on the failure of British managers to invest enough

in their businesses to profit from economies of scale and scope.

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OVERVIEW OF INDIAN MARKET

Honda Motor Corp Ltd. India Limited has recently introduced its first

ever MPV model, Mobile for the Indian automobile market. It has introduced

the vehicle in three trim levels with both petrol and diesel engine options. At

the same time, it also rolled out the RS variant that is available with a diesel

engine option only. However, it has stated that the deliveries of this sportier

version will begin from the coming month.

Now, it has also introduced V Option and RS Option variants in its

series with a few additional features. These aspects include Audio Video

Navigation system featuring 15.7cm touch screen display, rear parking

camera and woody interior panels. The petrol variants are powered by a 1.5-

litre, i-VTEC engine, which is capable of producing 118bhp in combination

with peak torque of 145Nm. On the other hand, the diesel version is equipped

with a fuel efficient 1.5-litre, i-DTEC motor that belts out a peak power of

98.6bhp, while generating 200Nm. This motor can produce an impressive

mileage of 24.2 Kmpl.

This vehicle is also blessed with crucial safety aspects like airbags for

front passengers, pedestrian injury mitigation technology and ACE (Advanced

Compatibility Engineering). The Activa maker is offering the anti-lock braking

system with electronic brake force distribution as standard for all the diesel

variants.

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GROWTH OF THE COMPANY

Over the next five years, the analysts that follow this company are

expecting it to grow earnings at an average annual rate of 10.87%. This

year, analysts are forecasting earnings decrease of -5.45% over last year.

Analysts expect earnings growth next year of 17.29% over this year's

forecasted earnings.

Honda Activa has once again topped the sales charts in the Indian two

wheeler industry, achieving highest sales for the third time in the last

eleven months amongst all two wheelers in the country.

In July 2014, Honda Activa sold 1,91,883 units and achieved year-on-year

growth of 64 per cent from July 2013 to July 2014. This is commendable,

and quite a task to outsell market leader Hero MotoCorp’s Splendor

motorcycle, which has been the favourite and highest selling two wheeler

for many years.

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ABOUT MAJOR COMPANIES IN THE INDUSTRY

The Two Wheelers Manufacturers in India, at present are doing good

business. The growth of the two wheelers sector was noteworthy in the past

few years. In the period 2006 - 07 the total number of the two wheelers and

three wheelers produced in India, were around 9 million. The sales pertaining

to two wheelers in the period 2006 - 07 was 7,857,548, which was a growth of

11.41 %. In the same period the motorcycle exports from India was 321,321

units.

TWO WHEELER MANUFACTURER :

TVS Motor Company

Honda Motors Ltd.

Royal Enfield Motors India Ltd.

YAMAHA Motor India Pvt. Ltd.

Bajaj Auto Ltd.

Suzuki Motor Corporation

LML (India) Ltd.

Kinetic Motor Co. Ltd.

Hero Motor Corp Pvt. Ltd.

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PRODUCT PROFILE

Name : Honda Activa

Manufacturer : Honda Motorcycle and Scooter India

Production : 2001-Present

Engine : 102 cc 4-stroke, single-cylinder, air-cooled

Power : 7 bhp (5.2 kW) or 8 bhp (5.71 KW) in 2009 mode

Brakes : rum, 130mm (front & rear) with CBS

Wheelbase : 1,238 mm

Dimensions : L: 1,761 mm, W: 710 mm, H: 1,147 mm

Seat height : 765 mm

Fuel capacity : 5.75 l or 5.3 l in 2009 model

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INTRODUCTION OF THE STUDY

The two wheeler industry has been going steadily over the years all

over the world. India is not an exception for that. Today India is the second

largest manufactures of two wheelers in the world. It stands next only to

Japan and China in terms of number of two wheelers produced and sold. Until

1990 geared scooters dominated the two wheelers market so much so that

their sales equalled the combined sales of Motor cycles and Mopeds.

Today the customer preferences have shifted from geared scooters to

motorcycles and also to an extent to the premium end scooters. With rising

fuel cost and more recently stringent emission norms imposed by the

government, there is a distinct consumer preference for high efficiency. The

Honda story is the story of one man, Soichiro Honda, and his unparalleled

achievement of bringing motor cycles to the masses. Soichiro Honda was a

racer, a businessman, and a manufacturer.

But most of all he was a dreamer. He dreamed of a better way of

making piston rings, founded a small company, and began production. He

dreamed of giving people everywhere an economical form of transportation,

and began producing small motorcycles, including one built in 1949 called the

D-Type Dream.

He also loved racing too. So his company built bigger and faster

machines, two, four, five and six-cylinder race bikes and won the Isle of Man.

Honda Motor Company is by far the world's biggest motorcycle maker.

Honda's first motorcycle was born out of necessity in immediate post World

War II Japan, where public transportation was desperately overcrowded and

gasoline severely restricted. Unique practices create unique organizations.

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4.1 LITERATURE REVIEW

Automobile Industry

Brijesh Kumar (2011)

Honda Motors Ltd, is running a program called Good life Passport to

Relationship Reward, with an objective to create an innovative environment

for interaction between Hero Honda and its customers. Members of this

program are given a magnetic card in which all information is stored and this

card is swiped when using any service at a showroom or workshop and it

works like a loyalty benefit card.

Abhijeet Singh (2011)

Honda Motor uses a customer relationship management and dealer

management system which integrates one of the largest applications in the

automobile industry, linking more than 1200 dealers across India. CRM DOS

has helped Honda Motors to improve its inventory management, tax

calculation and pricing. This system has also proved to be beneficial to

dealers because it has reduced their working capital cost.

Arvind Saxena (2010)

Director and Board member (marketing and sales), Honda Motor India

(HMIL) “No company in automobile sector can fight competition on price.

Companies need to have the right product, distribution, CRM and after sales

service network to grow. Biswajit Mahanty and Virupaxi Bagodi (2006)

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Biswajit Mahanty and Virupaxi Bagodi (2007).

Honda Motor wants to be number one in the Indian market and the company

wanted 30% of Honda’s global sales to come from Indian operations by 2020.

HMSI have had issues related to production in the past with most of its

models having the longest waiting period in the country, this reduced in

Honda’s penetration in the rural market, which is less than a third of Hero

Moto Corp.

Biswajit Mahanty and Virupaxi Bagodi (2007)

More than 55 million two-wheelers are moving on Indian roads. Accordingly,

two-wheeler service sector should have generated revenue amounting to INR

100,000 million per year, but in reality, this has not been realised in the

organised service sector, the Indian two-wheeler service industry has not

considered servicing as a line of business and providing conveniently reliable

services is most important in two-wheeler services in India to capture the

market.

Gordon Fullerton (2006),

“Putting relationship in CRM”, that JEEP, a division of Daimler Chrysler

Automobile Company, has served a classic example of CRM program that

provides a considerable value to both the customers and the firm by

developing a program exclusively for jeep owners and fostered a community

that is highly effectively committed to the product, the brand and the

customers.

Kevin Keller (2012)

Caterpillar has become a leading firm by maximizing the total customer value

with the help of effective CRM , best after sales service in the industry and

better trained dealer. This allows the firm to command a premium price of

10% to 20% higher than competitors such as Volvo, Komatsu etc.

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Milind Bade (2011)

GM-Marketing, Bajaj Auto, has mentioned that Bajaj Auto Limited is currently

trying to move the industry from a commuter to a biker mindset and at present

the focus of the company is on keeping the sub brands and the mother brand

different and the main motive behind establishing individual brand is to create

differentiation which would help Bajaj auto, as an organization to develop

relationship easily with its customers.

Mona J Fitzsimmons (2010)

Has concluded that the profitability of automobile manufacturers depends on

exploiting value added services for instance automobile manufacturers have

discovered that financing and after sales service can achieve significant

profits.

Oyama (2012)

Honda Motor wants to be number one in the Indian market and the company

wanted 30% of Honda’s global sales to come from Indian operations by 2020.

HMSI have had issues related to production in the past with most of its

models having the longest waiting period in the country, this reduced in

Honda’s penetration in the rural market, which is less than a third of Hero

Moto Corp.

Philip Kotler (2012)

Harley – Davidson dealers ranging from the CEO to the sales staff, maintain

personalized relationships with customers through face to face and social

media contact. Knowing customers as individuals and conducting ongoing

research to keep up with their changing expectations and experiences which

helps Harley – Davidson to define their customers’ needs better.

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4.2 BACKGROUND OF THE STUDY

With diminishing finances, it is rarely possible for a library or

information center to have enough resources to fulfill the needs of its clients.

What is being delivered is only a portion of what their clients actually need

(Ramos & Mohd Ali, 2005). Collaboration is widely recognized as the best

way for libraries to cope with the ever increasing challenges: volume of

information resources; nature and quality of information; user needs and

expectations; information and communication technology competencies and

infrastructure; inflated cost of information resources; and staffing needs.

However, although these challenges have continued to prevail, libraries

working under collaborative initiatives like the Consortium of Academic and

Research Libraries in Illinois (CARLI) have registered tremendous success

I contend that lack of funding to facilitate consortium activities is not the

central factor in the failed progress of the planned consortium activities in

Uganda, rather it is the lack of committed leadership and cooperation among

participating libraries that is responsible for the lack of progress. In any kind of

organization or cooperation like a library consortium, funding has never been

enough due to ever changing technologies and continuous demands from

library patrons. However, good leadership and cooperation among

membership plays a bigger role in achieving a common goal. Having and

working towards a common goal, under dedicated, dynamic and faithful

leadership with an active and energetic membership plays a great role in the

success of a consortium.

To assist in the possible improvement of consortium operations in

Uganda, I need to understand the leadership, responsibility, staffing,

collection, policies and procedures, funding and structure of academic

libraries in the participating membership of CARLI in comparison with those of

Uganda. My research has incorporated interviews with CARLI staff and a

questionnaire survey to all the participating CARLI membership.

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4.3 PROBLEM STATEMENT OF THE STUDY

T h e   o b j e c t i v e   o f   e v e r y   c o m p a n y   w o u l d   b e   e n s u r i n g  

c u s t o m e r   s a t i s f a c t i o n   f o r t h e customer satisfaction would

create loyal customers. Measuring customer satisfaction is always

a challenge, as customer either would not disclose or sometimes

do not assess their satisfaction level clearly. Many times the customer can

not specify the reasons for his satisfaction.

Developed countries have registered tremendous success stories

compared to less developed countries; failure in developing countries has

been attributed to poor funding without looking at other factors like committed

leadership and cooperative membership.

One of the important things I have learned all through the time I have

worked at Makerere University Library’s outreach programme in partnership

with CUUL as Deputy Country Coordinator for E-resources, on top of other

significant institutional challenges among African universities, a committed

leadership and membership was noticed as still lacking among CUUL

membership. While there are already tangible successes registered by CUUL,

still much has not been achieved, like spearheading resource sharing as one

of its objectives since inception.

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4.4 OBJECTIVES OF THE STUDY

To know about the Honda company.

To know about its Promotional activities.

It’s Market Position.

Honda’s level of customer satisfaction.

Its history and the company profile.

Cost saving initiatives. 

The main objective of the study is to find out the level of satisfaction

among the internal customers.

To know the present status of the suppliers in terms of their supplied

material & services.

To collect and evaluate ideas/views and expectations of the internal

customers for the improvement in suppliers performance.

To make company's internal suppliers aware about the dissatisfaction

part of their customers.

To find out the most prominent area of dissatisfaction.

 To enhanced the communication & co-operation between the internal

suppliers and their customers.

4.5 HYPOTHESIS

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A hypothesis consists either of a suggested explanation for an

observable phenomenon or of a reasoned proposal predicting a possible

causal correlation among multiple phenomena. The term derives from the

Greek, hyposthenia meaning "to put under" or "to suppose." The scientific

method requires that one can test a scientific hypothesis. Scientists generally

base such hypotheses on previous observations or on extensions of scientific

theories. Even though the words "hypothesis" and "theory" are often used

synonymously in common and informal usage, a scientific hypothesis is not

the same as a scientific theory.

Hypothesis may be defined as a proposition or a set of proposition set

forth as an explanation for the occurrence of some specified group of

phenomenon either asserted merely as a provisional conjecture to guide

some investigation or accepted as highly probable in the light of established

facts. Quite often a research hypothesis is a predictive statement, capable of

being tested by scientific methods, that relates an independent variable to

some dependent variable.

NULL HYPOTHESIS

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A null hypothesis is a hypothesis (within the context of statistical

hypothesis testing) that might be falsified on the basis of observed data. The

null hypothesis typically proposes a general or default position, such as that

there is no relationship between two quantities, or that there is no difference

between a treatment and the control. The term was originally coined by

English geneticist and statistician Ronald Fisher.

The null hypothesis (often denoted by H0) formally describes some

aspect of the statistical "behavior" of a set of data. The Null Hypothesis is of

this project report is that customers are highly satisfied.

ALTERNATE HYPOTHESIS

Alternative hypothesis is the "hypothesis that the restriction or set of

restrictions to be tested does NOT hold." often denoted H1. Synonym for

'maintained hypothesis.' The Alternate Hypothesis of this project report is that

customers are not satisfied.

5. RESEARCH METHODOLOGY

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The quality and reliability of research study is dependent on the

information collected in a scientific and methodological manner. Scientific

planning of designing of research method is a blue print for any research

study. Therefore, proper time and attention should be given in designing the

plan of research. While proper definition of problem tells the researcher where

he has to go, proper design tells him how he should go. Selection of

methodology for a particular project is made easy by sorting out a number of

alternative approaches, each of them having its own advantage and

disadvantages. Efficient design is that which ensure that the relevant data are

collected accurately.

The researcher has to think about what procedure and techniques

should be adopted in the study. He should arrive at the final choice by seeing

that the methodology chosen for project is indeed the best one, when

compared with others.

5.1 RESEARCH DESIGN

          Research design is the first and foremost step in methodology adopted

and undertaking research study. It is overall plan for the collection and

analysis of data in the research project. Thus it is an organized, systematic

approach to be the formulation, implementation and control of research

project.

          Infect a well planned and well balanced research design guards against

collection of irrelevant data and achieves the result in the best possible way.

5.2 SOURCES OF DATA

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A. Primary Data : Data which are collected fresh and for the first time and

thus happens to be original in character. Primary data are gathered for

specific purpose.

B. Secondary Data : Data that collected from primary data i.e., they are

already exit somewhere. For the purpose of our study we collected both

the data.

5.3 DATA COLLECTION METHOD

Data are the bricks with which the researcher has to make  a house.

While the quality of research findings depend on data, the adequacy of

appropriate data in turn depends upon proper method of data collection. A

number of methods are at the disposal of the researcher of which one has to

select the most appropriate one for visualizing the research objective. Thus he

has to see that the method adopted is compatible with the resources and

research study.

5.4 POPULATION

Population : 5000

Sample Size : 100

Sample Unit : Customer Of Honda Activa

5.5 SAMPLING METHOD

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A. RANDOM SAMPLING METHOD

Random sample is a subset of individuals (a sample) chosen

from a larger set (a population). Each individual is

chosen randomly and entirely by chance, such that each individual has

the same probability of being chosen at any stage during the sampling

process, and each subset of k individuals has the same probability of

being chosen for the sample as any other subset of k individual

B. NON-RANDOM SAMPLING

The types of methods described so far have all been random.

That is, every item in a population has a known chance of being

included in a sample. NOT ALL OUTCOMES HAVE A KNOWN

CHANCE OF OCCURRING OR IF SOME OUTCOMES HAVE A ZERO

CHANCE OF OCCURRING. Non-random sampling is useful when

descriptive comments about the sample itself are desired.

5.6 SAMPLING FRAME

The list of sampling units from which sample is taken is called sampling

frame.

5.7 DATA COLLECTION INSTUMENT:

6. DATA ANALYSIS AND INTERPRETATION

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Q.1 How long has you been associated with HONDA

Motors...?

1. From 1 year 10%

2. From 1 – 3 years 40%

3. From 3 – 5 years 20%

4. From 5 – 7 years 20%

5. Above 7 years 10%

10%

40%

20%

20%

10%

From 1 yearFrom 1 – 3 yearsFrom 3 – 5 yearsFrom 5 – 7 yearsAbove 7 years

10% are people associate of 1 year, 40% people are associated

with 1-3 year, 20% people are associated with 3-5 year, 20%

people are associated with 5-7 year and 10% people are

associated with above 7 years.

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Q. 2 how would you rate HONDA motors on the following parameter…?

Agree 50%

Strongly Agree 20%

Disagree 20%

Strongly disagree 10%

20%

50%

20%

10%

Strongly disagreeAgree DisagreeStrongly Agree

10% people are Strongly agree with parameter, 50% people are agree with

parameter, 20% people are disagree with parameter, 20% people are strongly

disagree with the parameters.

Q.3 What is your overall opinion about HONDA Motors?

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1.Very Bad 05%

2.Neither Bad Nor Good 10%

3.Good 35%

4.Very Good 50%

5% 10%

35%

50% Very Bad Neither Bad Nor Good Good Very Good

05% people are said that very bad, 10% people are said that neither bad nor

good, 35% people are said that good and 50% people are said that Very

good.

Q.4 How likely would you recommend HONDA Motors?

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1.Very Unlikely 20%

2.Likely 35%

3.Very Likely 45%

20%

35%

45%

Very Unlikely

Likely

Very likely

20% people are very unlikely, 35% people are likely and 45% people are very

likely.

Q.5 Do you like the promotions and ad campaigns of HONDA Motors?

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1.Very Unlikely

2.Likely

3.Very Likely

15%

30%

55%

Very Unlikely

Likely

Very likely

15% people are very unlikely, 30% people are likely and 55% people are very

likely.

7. RESULTS AND FINDING

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Respondents in the income group of 10,000 to 15,000 and 20,000 and

above using active.

Among the 100 respondents surveyed mostly 90% customer are satisfied

with this bike.

Only 10% customer is dissatisfied with the Honda active, because of

average.

Most of customer is educated and qualified; people are suggest her bike or

recommended the company name.

Batter Mileage

Novel Style

Offer provider

Percentage of well equipment service station

Long lasting durability

8. LIMITATION OF THE STUDY

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CONCLUSION

On an average more than 73% people feel that the prices are

affordable whereas 12% do not agree, 74% believe that attractive discounts

are offered whereas 26% are not satisfied withthe discounts offered. 20% said

that the test drives are not offered and 15% said that post sales follow ups are

not done regularly whereas 85% said that they were done regularly but people

feel that it is the people’s car as it is satisfactory on all other parameters:

knowledgeable sales persons , employees spent enough time before and

during sales, display of merchandise is attractive, availability of product,

variety of merchandize, vehicle in good condition, prices are affordable,

attractive discounts are offered, décor of the waiting area is pleasing,

responds to complaints quickly.

Honda Motors service station is excellent, careful with personal

information and is value for money . The overall opinion about HONDA Motors

is very good. 86% people agreed that the sales persons are knowledgeable

and 14% strongly disagreed that the sales persons are knowledgeable. 64%

people agreed that the sales persons spent enough time with them before the

sales and 36% strongly agreed with this. 62% agreed that sales persons

spent enough time with them during the sales, while 34% strongly agreed that

the sales persons spent enough time with them during sales and only 4%

disagreed with this. 60% agreed that the sales persons spent enough time

with them after sales, 26% strongly agreed with this and 14% disagreed that

the sales persons spent enough time with them after sales. 94% agreed that

the display of merchandize was attractive and 6% strongly agreed that the

display of merchandize was attractive.

91% agreed that the availability of the product was there, 5% strongly

agreed that the availability was there while only 4% said they disagreed with

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this. 87% agreed that there was variety/selection of merchandize whereas 7%

strongly agreed that enough variety was there and 6% disagreed with this.

82% agreed that the vehicle was in good condition when delivered, 16%

strongly agreed with this whereas only 2% disagreed with this. 64% strongly

agreed that the prices are affordable, 21% agreed that the prices are

affordable whereas only 15% said that they neither disagreed nor agreed with

this.

55% agreed that the discounts offered are attractive, 34% strongly

agreed with this while 11% disagreed and said that the discounts offered were

not attractive. 80%agreed that the décor of the waiting area was pleasing

while 20% strongly agreed that the décor of the waiting area was pleasing

74% agreed that the test drive was offered to them, 6% strongly agreed that

the test drive was offered while 20% disagreed with this. 59% agreed that the

post sales follow ups are done regularly, 26% strongly agreed and

15%disagreed with this. 4% agreed that the response to complaints is quick,

18% strongly agreed, 12% neither agreed nor disagreed and 6% disagreed

with this.

82% said that the service at HONDA service station is excellent, 14%

strongly agreed while only 4% disagreed with this. 85% agreed that yes they

were careful with personal information, strongly agreed with this and 8%

neither agreed nor disagreed. 94% strongly agreed that all the ommitments

were fulfilled and 6% agreed with this. 98% said yes that they are aware

about the Insurance Schemes of HONDA while only 2% said that they were

not aware.

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ANNEXURE

Name: ……………………………………………………………

Address:

___________________________________________________________

___________________________________________________________

_______________________________________Pin Code____________

Gender:

Occupation:

Age:

Below18

18-25

26-35

36-50

51 and above

Q.1) How long have you been associated with HONDA?

___________________________________________________________

___________________________________________________________

Q.2.) How would you rate HONDA Motors on the following parameter?

Strongly disagree Agree

Disagree Strongly agree

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Q.3) What is your overall opinion about HONDA Motors?

1.Very Bad

2.Neither Bad Nor Good

3.Good

4.Very Good

Q.4) How likely would you recommend HONDA Motors?

1.Very Unlikely

2.Likely

3.Very Likely

Q.5) Do you like the promotions and ad campaigns of HONDA Motors?

1.Very Unlikely

2.Likely

3.Very Likely

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BIBLIOGRAPHY

1. www.wikipedia.com

2. www.slideshare.com

3. www.hondamotors.com

4. www.infoauto.com

5. www.scribde.com

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