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INTRODUCTION

The Indian two-wheeler contributes the largest volume amongst all the

segments in automobile industry. The market primarily comprises five players

in the two-wheeler segment with most of the companies having foreign

collaborations with well planned 100% subsidiaries in India. In the last four to

five years, the two-wheeler market has witnessed a market shift towards

motorcycles at the expense of scooters. In the rural areas, consumers have to

prefer sturdier bikes which withstand the bad road conditions. In the process

the share of motorcycle segment has grown from 48% to 58%, the share of

scooters declined drastically from 33% to 25%, while that of mopeds declined

by 2% from 19% to17% during the year 2000-01.

Customer satisfaction, abusinessterm, is a measure of how products and services

supplied by a company meet or surpass customer expectation. It is seen as a key

performance indicator within business and is part of the four of a Balanced Scorecard.

In a competitive marketplace where businesses compete for customers, customer

satisfaction is seen as a key differentiator and increasingly has become a key element of

business strategy.

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

Website design, it's important to work closely with your customers to make sure the site

or system you create for them is as close to their requirements as you can manage.

Because it's critical that you form a close working relationship with your client, customer

service is of vital importance. What follows are a selection of tips that will make your

clients feel valued, wanted and loved.

OBJECTIVES OF STUDY

To know the factors influencing on after sales service of the HEROHONDA

Motors.

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HEROHONDA Motors has increased its service stations all over the country, and thats

why HEROHONDA Motors is ranked as No.1 in customer satisfaction. And to maintain

relationship with their customers HEROHONDA Motors is providing 24 hours service to

their customers after introducing may services, how far the consumer is satisfying with it,

and to know after sales service of HEROHONDA car owners opinion on the service and

the performance of the dealer.

RESEARCH METHODOLOGY

Research is the plan structure & strategy for investigation conceived to answer to

research question & control variance. It is the overall operation pattern to framework of

project that stipulated the information to be collected from which sources by word

procedure. What are the two possible sources of data for securing in the above mentioned

information in the primary & secondary data.

Research design: the study undertaken to access the after sales service of

HEROHONDA owners in Hyderabad and R.R.Dist.

Research procedure: the questionnaire designed for the study in the structured &

disguised in nature. It consists of multiple choice & short questions.

Data: information required for the project is mainly primary data. The information was

collected by survey method. With the help of questionnaire by meeting various car

owners (HEROHONDA).

Secondary data is collected form the company journals, magazines, broachers &

websites.

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Sample design: the sampling unit was confined to end consumers of the product i.e.

HEROHONDA car owners to know there satisfaction level regarding performance of car

performance of car and service.

Sample universe: the survey was done in Hyderabad and R.R.D.ist only according to

my convenience. It is not giving the complete picture of Andhra Pradesh (or) India.

Sample frame/unit: professionals, business people, employees etc, who are using

HEROHONDA.

Sample size: the total sample size is 100 only.

Sample method: the information is planned to be collected by sample method, the

sample method followed is random sampling method. The probability random sampling

method is stratified random sampling.

Analytical Method: simple percentage method is used for the analysis purpose.

Period of study: study is during the month of November & December 2009.

Data collection:

The information is collected through questionnaires and personal interviews. And the

information of customers is known by companys service sheet and the free service sheet.

A Direct structure questionnaire has been asked to all the respondents in the sample

followed by direct personal interviews. Duration of 45 days.

Descriptive Studies:

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In descriptive studies, when the researcher is interested in knowing the characteristics of

certain groups such as age. Sex, educational level occupation of income, a descriptive

study is necessary. Descriptive studies are well structured. It is therefore, necessary that

the researcher gives sufficient thought to framing research questions and deciding the

types of data to he collected and the procedure to be used for this purpose-The objective

of such a study is to answer the who, what and how of the subject under investigation.

SOURCES OF DATA:

A classification of data is very important procedure in this concept. The collected data

can be classified into two types.

1. primary data

2. secondary data

Primary data

The primary data is very important source for to make suggestions to the title

obtained. This data can be collected in various methods like survey, interviewing,

feedback, i.e. Group Discussion etc., for collection of primary data the survey method is

used, which involved predetermined questions. The structured questionnaire contained a

form list of question framed so as to get the facts. But it involves high risk and huge

expensive method to get the facts.

Secondary Data

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Collection of secondary data is very easy compared with primary data. But this

data is also very important for the growth of an organization, to predict the future and

will help to make the future plan regarding sales and improve the measures of sales.

This data can be collected from the magazines. Annual reports of the organization

and other published data.

Sample procedure

The sample size consists of 100 consumers. The sample consists of Businessman,

Doctors, Engineers, Officers and Contractors etc.

The survey was conducted in the form of an interview among randomly chosen

sample of 100 consumers of HEROHONDA customers Sample size form the dealer

randomly.

LIMITATION OF THE STUDY

1) The present research is restricted to the twin cities of Hyderabad city

only.

2) The sample size taken is only 100 and as such is very small as

compared to the universe, this is due to the constraints of time and

effort, and as such may not be enough to generalize to the entire

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population, however it is presumed that the sample represents the

universe.

3) Respondents might have responded with the actual feelings of facts

while giving responses to the questionnaire.

4) Time being a limiting factor was not sufficient to gather opinions from

majority of the respondents, who form part of the universal sample.

5) While every care as been taken to eliminate perceptual bias from the

side of the researcher and the respondents however certain element of

bias might have set in to the research inadverantly.

INDUSTRY PROFILE

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Automotive industry

The automotive industry designs, develops, manufactures, markets, and sells the world's

motor vehicles. In 2008, more than 70 million motor vehicles, includingbikes and

commercial vehicles were produced worldwide.

In 2007, a total of 79.9 million new automobiles were sold worldwide: 22.9 million in

Europe, 21.4 million in Asia-Pacific, 19.4 million in USA and Canada, 4.4 million in

Latin America, 2.4 million in the Middle East and 1.4 million in Africa. The markets in

North Americaand Japan were stagnant, while those inSouth America and other parts of

Asia grew strongly. Of the major markets, China,Russia,Brazil and India saw the most

rapid growth.

About 250 million vehicles are in use in the United States. Around the world, there wereabout 806 million bikes and light trucks on the road in 2007; they burn over 260 billion

gallons of gasoline and diesel fuel yearly. The numbers are increasing rapidly, especially

in China. In the opinion of some, urban transport systems based around the car have

proved unsustainable, consuming excessive energy, affecting the health of populations,

and delivering a declining level of service despite increasing investments. Many of these

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negative impacts fall disproportionately on those social groups who are also least likely

to own and drive bikes. The sustainable transport movement focuses on solutions to these

problems.

In 2008, with rapidly rising oil prices, industries such as the automotive industry areexperiencing a combination of pricing pressures from raw material costs and changes in

consumer buying habits. The industry is also facing increasing external competition from

the public transport sector, as consumers re-evaluate their private vehicle usage. Roughly

half of the US's fifty-one light vehicle plants are projected to permanently close in the

coming years, with the loss of another 200,000 jobs in the sector, on top of the 560,000

jobs lost this decade. China became both the largest automobile producer and market in

the world after experiencing massive growth in 2009.

History

Germany

Thepetrol engine automobile was invented in Germany byKarl Benz. Furthermore, the

four-strokeinternal combustion engine used in most automobiles worldwide today wasinvented byNikolaus Otto in Germany. In addition, the diesel engine was also invented

by German Rudolf Diesel.

Germany is famous for the high-performance and high-quality sports bikes made by

Porsche, and the bikes of Mercedes, Audi and BMW are famous for their quality and

technological innovation. Daimler-Benz's predecessor Daimler-Motoren-Gesellschaft was

the industry's oldest firm, Daimler-Benz company dates from 1926. In 1998, it bought the

American automobile manufacturerChrysler, then sold out in 2007 at a heavy loss, as it

never managed to bring the division to long term profitability.

In the popular market, Opel andVolkswagen are most well known. Opel was a bicycle

company that started making bikes in 1898; General Motors bought it out in 1929, but the

Nazi government took control, and GM wrote off its entire investment. In 1948, GM

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returned and restored the Opel brand. Volkswagen is dominant in the popular market; it

purchased Audi in 1964, which eventually lead to the formation of today's Volkswagen

Group. Volkswagen's most famous car was the small, beetle-shaped economical "people's

car", with a rear-mounted, air-cooled engine. It was designed in the 1930s by Ferdinand

Porsche upon orders from Adolf Hitler, who was himself a car enthusiast. However,

production models only appeared after the war; until then, only rich Germans had

automobiles. By 1950, Volkswagen was the largest German automobile producer. Today,

the Group is one of the three biggest automotive companies in the world, and the largest

in Europe; and is now part-owned by Porsche Automobile Holding SE. In the meantime,

ten different car manufacturers belong to the multi corporate enterprise: Porsche AG,

Volkswagen, Audi AG, Bugatti Automobiles SAS, Automobile Lamborghini S.PS.A.,

Bentley Motors Limited, Skoda Auto, SEAT, S.A., along withtruckmakers MAN AGandScania AB.

Germany is famous for its upscale saloons. They feature advanced suspension systems

that provide both a soft ride, and good handling characteristics. Many manufacturers limit

their automobiles electronically to driving speeds of 250 kilometres per hour(155 mph)

for safety reasons. For factory-tuned models likeMercedes-AMGfrom Mercedes Benz,

Audi RS from quattro GmbH, and BMW M from BMW M GmbH, for an additional

payment, it is possible to derestricted their top speed, so that the fastest models easily

reach more than 300 kilometers per hour (186 mph).

India

India holds the best potential to become a hub for manufacturing bikes and will be the

largest manufacturer of bikes as stated by visionaries like Jeremy Clarkson. Some

statistical data revealed that this could show a growth in Indian economy by 46.5%. An

embryonic automotive industry started in India in the 1940s. However, for the next 50

years, the growth of the industry was hobbled by the Socialistpolicies and the

bureaucratic hurdles of the license raj. Followingeconomic liberalization in India from

1991, and the gradual easing of restrictions on industry, India has seen a dynamic 17%

annual growth in automobile production and 30% annual growth in exports of automotive

components and automobiles. India produces around 2 million automobiles currently.

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The Largest automotive companies in India are Maruti Suzuki, Hyundai Motor India,

Tata Motors andMahindra & Mahindra. Total turnover of the Indian automobile industry

is expected to grow from USD 34 Billion in 2006 to USD 122 Billion in 2016. Tata

Motors has just launched Tata Nano, the cheapest car in the world at USD 2200. Foreign

auto companies with assembly plants in India include, General Motors, Ford,Hyundai,

Honda, Suzuki,Nissan, Toyota, Volkswagen, Audi, koda, BMW, Fiat and Mercedes

Benz. Recently India has overtaken China in global auto exports of compact car this year.

Suzuki Motor Corp, Hyundai Motor Co, and Nissan Motor Co are making India their

manufacturing hub for small bikes.

Japan

Japan, with its large population squeezed into very high density cities with good public

transit, has limited roadways that carry very heavy traffic. Hence, most automobiles are

small in terms of size and weight. From a humble beginning, Japan is now the largest

auto manufacturing country in the world.Nissan began making trucks in 1914, and sold

bikes under the Datsunbrand until it switched to Nissan in the 1980s. It opened its first

U.S. plant in Tennessee in the early 1980s, and a U.K. plant in 1986. In the North

American markets, its luxury models carry the brand Infiniti.Honda, which began with

motorcycles, emerged after World War II. In the North American markets, its luxury

vehicles are sold under the Acurabrand.Mazdawas the only successful auto company to

incorporate the unique rotary engine starting with the RX series, later the company was

partly bought by Ford during which time vehicles such as the mx series, 323, 626, 929, as

well as the B series trucks were joint built with Ford, it wasn't until late '99 Mazda hadbought back its sold shares from Ford, current models such as the Mazda 3 have little to

none ties with Ford. Toyota began making bikes in the 1936s, and is now the world's

largest producer. The Toyota Corollais the world's best selling nameplate. Its luxury

models carry the Lexusbrand. Toyota is famous for its innovative, quality-conscious

management style, and its hybrid gas-electric vehicles, especially the Prius, which was

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launched in 1997. In the early days of 2010 Toyota was held accountable for many safety

failures that had become a new calling card for the brand. This culminated in a visit of the

operating boss to speak before congress. Other major companies include Subaru,

Mitsubishi,Mazda, Daihatsu, Suzuki, andIsuzu. Japan's production of bikes increased

from 3.179 million to 7.038 million between 1970 and 1980, while demand for larger

American bikes was disastrously falling. Japanese bikes are often credited with superior

reliability and dependability, efficiency, and advanced technology.

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CORPORATE PROFILE

Hero Honda Motors Ltd. is the world's largest manufacturer of two wheelers, based in

India.

The company is a joint venture between India's Hero Group and Honda Motor Company,

Japan that began in 1984.

In 2001, the company achieved the coveted position of being the largest two-wheeler

manufacturing company in India and the World No.1 two-wheeler company in terms of

unit volume sales in a calendar year by a single company. Hero Honda has retained that

coveted position till date.

Today, every second motorcycle sold in the country is a Hero Honda bike. Every 30seconds, someone in India buys Hero Honda's top-selling motorcycle Splendor.

Vision

The Hero Honda story began with a simple vision the vision of a mobile and an

empowered India, powered by Hero Honda. This vision was driven by Hero Hondas

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commitment to customer, quality and excellence, and while doing so, maintaining the

highest standards of ethics and societal responsibilities. Hero Honda believes that the

fastest way to turn that dream into a reality is by remaining focused on that vision.

Strategy

Hero Hondas key strategy has been driven by innovation in every sphere of activity

building a robust product portfolio across categories, exploring new markets,

aggressively expanding the network and continuing to invest in brand building activities.

Manufacturing

Hero Honda bikes are manufactured across three globally benchmarked manufacturing

facilities. Two of these are based at Gurgaon and Dharuhera which are located in the stateof Haryana in northern India. The third and the latest manufacturing plant is based at

Haridwar, in the hill state of Uttrakhand.

Technology

In the 1980s Hero Honda pioneered the introduction of fuel-efficient, environment

friendly four-stroke motorcycles in the country. Today, Hero Honda continues to be

technology pioneer. It became the first company to launch the Fuel Injection (FI)

technology in Indian motorcycles, with the launch of the Glamour FI in June 2006.

Products

Hero Honda's product range includes variety of motorcycles that have set the industry

standards across all the market segments. The company also started manufacturing

scooter in 2006. Hero Honda offers large no. of products and caters to wide variety of

requirements across all the segments.

Distribution

The Companys growth in the two wheeler market in India is the result of an intrinsic

ability to increase reach in new geographies and growth markets. Hero Honda's extensive

sales and service network now spans close to 4500 customer touch points. These

comprise a mix of authorized dealerships, Service & Spare Parts outlets, and dealer-

appointed outlets across the country.

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Brand

The company has been continuously investing in brand building utilizing not only the

new product launch and new campaign launch opportunities but also through innovativemarketing initiatives revolving around cricket, entertainment and ground- level

activation.

Hero Honda has been actively promoting various sports such as hockey, cricket and golf.

Hero Honda was the title sponsor of the Hero Honda FIH Hockey World Cup that was

played in Delhi during Feb-March 2010. Hero Honda also partners the Commonwealth

Games Delhi 2010.

2009-10 Performance

Total unit sales of 46,00,130 two-wheelers, growth of 23.6 per cent

Total net operating income of Rs. 15860.51 Crores, growth of 28.1 per cent

Net profit after tax at Rs. 2231.83 Crores, growth of 74.1 per cent

Final dividend of 1500% or Rs. 30 per share on face value of each share of Rs. 2EBIDTA margin for the year 17.4 per cent

EPS of Rs. 111.77, growth of 74.1 per cent

HERO HONDA'S MISSION

Hero Hondas mission is to strive for synergy between technology, systems and human

resources, to produce products and services that meet the quality, performance and price

aspirations of its customers. At the same time maintain the highest standards of ethics and

social responsibilities.

This mission is what drives Hero Honda to new heights in excellence and helps the

organization forge a unique and mutually beneficial relationship with all its stake holders.

HERO HONDA'S MANDATE

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Hero Honda is a world leader because of its excellent manpower, proven management,

extensive dealer network, efficient supply chain and world-class products with cutting

edge technology from Honda Motor Company, Japan. The teamwork and commitment

are manifested in the highest level of customer satisfaction, and this goes a long way

towards reinforcing its leadership status

BOARD OF DIRECTORS

No. Name of the Directors Designation

1 Mr. Brijmohan Lall Munjal Chairman & Whole-time Director

2 Mr. Pawan Munjal Managing Director & C.E.O.

3 Mr. Toshiaki Nakagawa Joint Managing Director

4 Mr. Sumihisa Fukuda Technical Director

5 Mr. Sunil Kant Munjal Non-Executive Director6 Mr. Suman Kant Munjal Non-Executive Director

7 Mr. Takashi Nagai Non-Executive Director

8 Mr. Yuji Shiga Non-Executive Director

9 Mr. Pradeep Dinodia Non-executive & Independent

Director

10 Gen. (Retd.) V. P. Malik Non-executive & Independent

Director

11 Mr. Analjit Singh Non-executive & Independent

Director

12 Dr. Pritam Singh Non-executive & Independent

Director

13 Ms. Shobhana Bhartia Non-executive & Independent

Director

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14. Mr. M. Damodaran Non-executive & Independent

Director

15. Mr. Ravi Nath Non-executive & Independent

Director

16. Dr. Anand C. Burman Non-executive & Independent

Director

BRIEF PROFILE OF DIRECTORS

MR. BRIJMOHAN LALL MUNJAL

Mr. Brijmohan Lall Munjal is the founder Director and Chairman of the Company and

the $ 3.2 billion Hero Group. He is the Past President of Confederation of Indian Industry

(CII), Society of Indian Automobile Manufacturers (SIAM) and was a Member of the

Board of the Country's Central Bank (Reserve Bank of India). In recognition of his

contribution to industry, Mr. Munjal was conferred the Padma Bhushan Award by the

Union Government.

Mr. Brijmohan Lall Munjal is currently on the board of the following companies:

No. Name of Company Nature of Office

1 Hero Honda Motors Limited Chairman and Whole-time Director

2 Hero Honda Finlease Limited Chairman and Director

3 Munjal Showa Limited Chairman and Director

4 Easy Bill Limited Director

5 Rockman Industries Limited Director

6 Shivam Autotech Limited Director

KEY MILESTONES OF HERO HONDA

Year Event

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

Shareholders Agreement signed

1984 Hero Honda Motors Ltd. Incorporated

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1985 First motorcycle "CD 100" rolled out

1987 100,000th motorcycle produced

1989 New motorcycle model - "Sleek" introduced

1991 New motorcycle model - "CD 100 SS" introduced

500,000th motorcycle produced

1992 Raman Munjal Vidya Mandir inaugurated - A School in the memory of founder Managing

Director, Mr. Raman Kant Munjal

1994 New motorcycle model - "Splendor" introduced

1,000,000th motorcycle produced

1997 New motorcycle model - "Street" introduced

Hero Honda's 2nd manufacturing plant at Gurgaon inaugurated

1998 2,000,000th motorcycle produced

1999 New motorcycle model - "CBZ" introduced

Environment Management System of Dharuhera Plant certified with ISO-14001 by DNV

Holland

Raman Munjal Memorial Hospital inaugurated - A Hospital in the memory of founder

Managing Director, Mr. Raman Kant Munjal

2000 4,000,000th motorcycle produced

Environment Management System of Gurgaon Plant certified ISO-14001 by DNV Holland

Splendor declared 'World No. 1' - largest selling single two-wheeler model

"Hero Honda Passport Programme" - CRM Programme launched

2001 New motorcycle model - "Passion" introduced

One million production in one single year

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Total sales crossed a record of 10 million motorcycles

2005 Hero Honda is the World No. 1 for the 4th year in a row

New motorcycle model - "Super Splendor" introduced

New motorcycle model - "CD Deluxe" introduced

New motorcycle model - "Glamour" introduced

New motorcycle model - "Achiever" introduced

First Scooter model from Hero Honda - "Pleasure" introduced


15 million production milestone achieved


New 'Splendor NXG' launched

New 'CD Deluxe' launched

New 'Passion Plus' launched

New motorcycle model 'Hunk' launched


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2008 Hero Honda Haridwar Plant inauguration

New 'Pleasure' launched

Splendor NXG lauched with power start feature

New motorcycle model 'Passion Pro' launched

New 'CBZ Xtreme' launched


CD Deluxe lauched with power start feature

New 'Glamour' launched

New 'Glamour Fi' launched

2009 Hero Honda GoodLife Program launched

Hunk' (Limited Edition) launched

Splendor completed 11 million production landmark

New motorcycle model 'Karizma - ZMR' launched

Silver jubilee celebrations

PROMINENT AWARDS TO THE COMPANY

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Year Awards & Recognitions

2010 Company of the Year awarded by Economic Times Awards for Corporate

Excellence 2008-09.

CNBC TV18 Overdrive Awards 2010 'Hall of Fame' to Splendor

NDTV Profit Car & Bike Awards 2010 -

Two-wheeler Manufacturer of the Year

CnB Viewers' Choice Two-wheeler of the Year (Karizma ZMR)

Bike Maker of the Year by ET-ZigWheels Car & Bike of the Year Awards 2009

2009 'Two-wheeler Manufacturer of the Year' by NDTV Profit Car & Bike Awards

2009 and Passion Pro adjudged as CNB Viewers' Choice two-wheeler

Top Indian Company under the 'Automobile - Two-wheelers' sector by the Dun &

Bradstreet-Rolta Corporate Awards

Won Gold in the Reader's Digest Trusted Brand 2009 in the 'Motorcycles' category

NDTV Profit Business Leadership Awards 2009 - two-wheeler category

2008 NDTV Profit Business Leadership Award 2008 - Hero Honda Wins the Coveted

"NDTV Profit Business Leadership Award 2008"TopGear Design Awards 2008 - Hunk Bike of the Year AwardNDTV Profit Car India & Bike India Awards - NDTV Viewers Choice Award

to Hunk in Bike category

IndiaTimes Mindscape and Savile Row ( A Forbes Group Venture ) Loyalty

Awards - Customer and Brand Loyalty Award in Automobile (two-wheeler) sector

Asian Retail Congress Award for Retail Excellence (Strategies and Solutions of

business innovation and transformation) - Best Customer Loyalty Program in

Automobile categoryNDTV Profit Car India & Bike India Awards - Bike Manufacturer of the year

Overdrive Magazine - Bike Manufacturer of the year

TNS Voice of the Customer Awards:

No.1 executive motorcycle Splendor NXG

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No.1 standard motorcycle CD Deluxe

No. premium motorcycle CBZ Xtreme

2007 The NDTV Profit Car India & Bike India Awards 2007 in the following category:

Overall "Bike of the Year" - CBZ X-treme "Bike of the Year" - CBZ X-treme (up to 150 cc category)

"Bike Technology of the Year" - Glamout PGM FI"Auto Tech of the Year" - Glamout PGM FI by Overdrive Magazine.

"Bike of the Year" - CBZ X-treme by Overdrive Magazine.

Ranked CBZ X-treme "Bike of the Year" - by B S Motoring Magazine

Most Trusted Company , by TNS Voice of the Customer Awards 2006.

CD Deluxe rated as "No 1 standard motorcycle" by TNS Voice of the Customer

Awards 2006.

2006 Adjudged 7th Top Indian Company by Wallstreet Journal Asia (Top Indian Two

Wheeler Company).

One of the 8 Indian companies to enter the Forbes top 200 list of worlds most reputed

companies.

No. 1 in automobile industry by TNS Corporate Social Responsibility Award.

Best in its class awards for each category by TNS Total Customer Satisfaction

Awards 2006: Splendor Plus (Executive) CD Deluxe (Entry)

Pleasure (Gearless Scooters)Splendor & Passion - Top two models in two wheeler category by ET Brand Equity

Survey 2006.

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Adjudged 7th Top Indian Company by Wallstreet Journal Asia (Top Indian Two

Wheeler Company).

Top Indian company in the Automobile - Two Wheeler sector by Dun & Bradstreet -

American Express Corporate Awards 2006.

Hero Honda Splendor rated as India's most preferred two-wheeler brand at the Awaaz

Consumer Awards 2006.

Certificate of Export Excellence for outstanding export performance during 2003-04

for two-wheeler & three- wheelers - Complete (Non SSI) by Engineering Export

Promotion Council.

The NDTV Profit Car India & Bike India Awards 2006 in the following category: Bike Maker of the Year

Bike of the Year - Achiever

Bike of the Year - Achiever (up to 150 cc category)

Bike of the Year - Glamour (up to 125 cc category)

NDTV Viewers' Choice Award to Glamour in the bike category

2005 Awaaz Consumer Awards 2005 - India's most preferred two-wheeler brand by CNBC

in the 'Automobiles' category.

Bike Maker of the Year Award by Overdrive Magazine.

ICWAI National Award for Excellence (Second) in Cost Management 2004 in the

private sector category by ICWAI.

10th Motilal Oswal Wealth Creator Award for as the most consistent wealth creator

for the period 1991-2005.

2004 Winner of the Review 200 - Asia's Leading Companies Award (3rd Rank amongst the

top 10 Indian companies).

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GVC Level 1 (Highest Rating) by CRISIL for corporate Governance.

Adjudged as the Best Value Creator - Large Size Companies 2003-04 by The Outlook

Money.

Corporate Excellence Award 2004 by Indian Institute of Materials Management.

Adjudged as the Organization with Innovative HR Practices by HT Power Jobs for

HR Excellence.

ICSI National Award for Excellence in Corporate Governance 2004 by The Institute

of Company Secretaries of India.

2003 Winner of the Review 200 - Asia 's Leading Companies Award (3rd Rank amongst

the top 10 Indian companies).

Most Respected Company in Automobile Sector by Business World.

Bike Maker of the Year by Overdrive Magazine.

2002 Bike Maker of the Year by Overdrive Magazine.

Winner of the Review 200 - Asia 's Leading Companies Award (4th Rank amongstthe top 10 Indian companies).

Company of the Year of ET Awards for Corporate Excellence.

Ranked 4th in 'Overall Best Managed Company' category, ranked 3rd in 'Best

Financial Management' and 'Best Operational Efficiency' category, ranked 6th in

'Overall Best Investor Relations' category, by Asiamoney.

Highest Wealth Creating Company of the Year Award by the Money.

GVC Level 1 (Highest Rating) by CRISIL for Corporate Governance.

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2001 Bike Maker of the Year by Overdrive Magazine.

Winner of the Review 200 - Asia 's Leading Companies Award (9th Rank amongst

the top 10 Indian Companies).

Winner of Three Leaves Award for showing Corporate Environment Responsibility in

the Automobile Sector by Centre for Science & Environment.

1999 National Productivity Award for the Best Productivity Award in the category of

Automobile & Tractor presented by Vice President of India.

1995 The Analyst Award 1995 presented to Hero Honda Motors Ltd. on being ranked 9th

amongst the most investor rewarding companies in India.

1995 National Award for outstanding contribution to the Development of Indian SmallScale Industry (NSIC Award - Presented by President of India).

1991 Economic Times-Harvard Business School Award for Corporate Performance to Hero

Honda Motors Ltd.

CORPORATE SOCIAL RESPONSIBILITY (CSR)

STAKEHOLDER TIES AT THE GRASSROOTS

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

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

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

economic mainstream.

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

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

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

healthy community.

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

factory at Dharuhera for integrated rural development. This includes:

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

Constructing metalled roads and connecting these villages to the National

Highway (NH -8).

Renovating primary school buildings and providing hygienic water and toilet

facilities.

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

logging.

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

on biogas plants.

The Raman Munjal Vidya Mandirbegan with three classes (up to class II) and 55

students from nearby areas. It has now grown into a modern Senior Secondary, CBSEaffiliated co-educational school with over 1200 students and 61 teachers. The school has

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

an activity room, a well-stocked library and a computer centre.

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

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

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

Sports Authority of India.

Vocational Training Centre

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

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

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

trained at this centre to set up a production unit to stitch uniforms for Hero Honda

employees. Interestingly, most of the women are now self-employed.

Adult Literacy Mission

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

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

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

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

adults.

Marriages of underprivileged girls

Marriages are organized from time to time, particularly for girls from backward classes,by the Foundation by providing financial help and other support to the families.

Rural Health Care

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

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

Hero Group's community outreach program.

KEY POLICIES AN ENVIRONMENTALLY AND SOCIALLY, AWARE

COMPANY

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

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

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

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

Hero Honda has been strongly committed not only to environmental conservation

programmes but also expresses the increasingly inseparable balance between the

economic concerns and the environmental and social issues faced by a business. A

business must not grow at the expense of mankind and man's future but rather must serve

mankind.

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

wealth."

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

Environment Policy

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

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

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To achieve this we commit ourselves to:

Integrate environmental attributes and cleaner production in all our business

processes and practices with specific consideration to substitution of hazardouschemicals, where viable and strengthen the greening of supply chain.

Continue product innovations to improve environmental compatibility.

Comply with all applicable environmental legislation and also controlling our

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

achievable).

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

electrical energy, paints and chemicals. Enhance environmental awareness of our employees and dealers / vendors, while

promoting their involvement in ensuring sound environmental management.

Quality Policy

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

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

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

through:

Innovation in products processes and services.

Continuous improvement in our total quality management systems.

Teamwork and responsibility.

Safety Policy

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

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

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better business performance, motivated workforce and higher productivity.

We shall create a safety culture in the organization by:

Integrating safety and health matters in all our activities. Ensuring compliance with all applicable legislative requirements.

Empowering employees to ensure safety in their respective work places.

Promoting safety and health awareness amongst employees, suppliers and

contractors.

Continuous improvements in safety performance through precautions besides

participation and training of employees.

INTRODUCTION ABOUT PHOENIX DEALER PROFILE (PHOENIX

MOTORS)

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PHOENIX MOTORS PVT LTD is dealership type of business. PHOENIX MOTORS

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

The owner name is Ch.Madhu Mathi the firm is located at Habsiguda in Hyderabad.

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

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

Advertising strategy of phoenix motors:

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

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

institutional sales and customer door-to-door activities.Categorization of Staff members:

Staff members are categorized for technicians, 25 members are

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

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

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

Customer relationship:

They entertain the showroom providing a customers huge having

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

maintenance programs on every week.

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

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

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

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

motors the customer is the boss.

SALES STRATEGY OF PHOENIX MOTORS:

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

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

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

customers why because the cost is long forgotten but the quality is remembered for

ever. They treat quality has a...

Q Quest for excellence

U Understanding customers needs

A Action to achieve customers appreciation.

L Leadership determined to be a leaderI involving all the people

T Team spirit to work for a common goal

Y Yard sticks to measure programs.

WARRANTY ON PROPRIETARY ITEMS:

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

directly handled by the respective original manufactures (OEMs) except AMCO for

batteries and Dunlop and Falcon tires and Tubes. In case of any defect in proprietary

items, other than the above two mentioned OEMS the dealers must approach the

branch office dealer of the respective manufacture. For AMCO batteries and Dunlop and

falcon tires, tubes claims will be accepted at our authorized dealerships per the mutually

agreed terms and conditions between HERO HONDA and of these two OEMs in case

the claim is not accepted for invalid reasons. Then the claim along with the refusal note

form the OEM can be sent to the warranty section at gorgon plan after due to

recommendation of the area service engineer.

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

recommended schedule given in the owners manual.

If HERO HONDA recommended engine oil is not used.

To normal wear & tear components like bulbs, electric wiring, filters, spark plug, clutch

plates, braded shoes, fasteners, shim washers, oil seals, gaskets, rubber parts (other than

tyre and tube) plastic components, chain$ sprockets and in case of wheel rim

misalignment or bend.

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

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

If there is any damage to the painted surface due to industrial pollution or other

extraneous factors

For clams made for any consequential damage due to any previous malfunction.

For normal phenomenon like noise, vibration, oil seepage, which do not affect the

performance of the motorcycles?

SOCIAL SERVICE ACTIVITIES

PHOENIX motors participate and conduct social service activities. Recently the

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

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

certificate for the customers.

THE MARKETED BIKES OF PHOENIX (All Hero Honda Model)

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CUSTOMER RELATIONSHIP:

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

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

maintenance programs on every week. According to other dealers PHOENIX motors in

first in sales and best in service. They treat customer, is the very important person at

PHOENIX motors customer satisfaction is their motto, why because, the well satisfied

customer is the best advertisement. They provide better value for the customers and as

well as employees also. At PHONIX motors the customer is the boss.

SOCIAL SERVICE ACTIVITIES

PHOENIX Motors participates in social service activities. The Phoenix motors

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

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

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LITERATURE REVIEW

Customer Satisfaction

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Definition of Customer Satisfaction

Kotler (1997) defines customer satisfaction as follows:

Satisfaction is a person's feelings of pleasure or disappointment resulting from comparing

a Products perceived performance (or outcome) in relation to his or her expectations.

Brown (1992) defines customer satisfaction as:

The state in which customer needs, wants and expectations throughout the product or

service's life are met or exceeded resulting in repeat purchase, loyalty and favorable

worth-of mouth.

According to Jones and Sasser (1995), four basic elements affect customer satisfaction.

They are: The basic elements of the product or service, basic support services, a recovery

process for counteracting bad experiences, and extraordinary service. There are many

definitions of the key elements of the services, but this one is considered appropriate in

the context of care or after sales services.

Satisfaction is a function of perceived performance and expectation. If the performance

matches the expectations the customer is satisfied. If the performance exceeds the

expectation the customer is highly satisfied and delighted. If the performance does not

match the expectations the customer is dissatisfied. Satisfaction is a persons feelings of

pleasure of disappointment resulting for comparing a products perceived performance

(out-come) in relation t his/her expectation. The link between customer satisfaction and

customer loyalty is proportional. Suppose customer satisfaction is rated on a scale from 1

5. At a very low levels of customer satisfaction.

.Level-1, customers are likely to abandon.

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Level-2 to 4, customers are fairly satisfied but still find it easy to switch when a

better offer comes along.

Level-5, the customer is very likely to repurchase an even spread good word of

mouth about the company.

Customers are very likely to repurchase LEVEL5

Customers are fairly satisfied LEVEL 2-4

Low level of customer satisfaction LEVEL 1

The key to generating high customer loyalty is to deliver high customer value. A

companys value proposition is much more than its positioning on a single attribute.

Most of the successful companies are raising expectations and delivering performances to

match. These companies are aiming for TCS Total Customer Satisfaction. Customer

satisfaction is both a goal and a marketing tool. Companies that achieve high customer

satisfaction ratings make sure that their target market is known.

After sales support management system is apart of ERP Enterprise Resource

Planningsolution dealing with the support module after the sales of product. It creates an

advanced environment to the organization, which are in to technical support after sales

e.g. Companies offering electronic goods and motor vehicles etc.

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Measuring customer satisfaction

Organizations need to retain existing customers while targeting non-customers;.

Measuring customer satisfaction provides an indication of how successful the

organization is at providing products and/or services to the marketplace.

Customer satisfaction is an abstract concept and the actual manifestation of the state of

satisfaction will vary from person to person and product/service to product/service. The

state of satisfaction depends on a number of both psychological and physical variableswhich correlate with satisfaction behaviors such as return and recommend rate. The level

of satisfaction can also vary depending on other factors the customer, such as other

products against which the customer can compare the organization's products.

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Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988

delivered SERVQUAL which provides the basis for the measurement of customer

satisfaction with a service by using the gap between the customer's expectation of

performance and their perceived experience of performance. This provides the researcher

with a satisfaction "gap" which is semi-quantitative in nature. Cronin and Taylor

extended the disconfirmation theory by combining the "gap" described by Parasuraman,

Zeithaml and Berry as two different measures (perception and expectation) into a single

measurement of performance relative to expectation.

The usual measures of customer satisfaction involve asurvey with a set of statements

using aLikert Techniqueor scale. The customer is asked to evaluate each statement in

terms of their perception and expectation of performance of the service being measured.

Methodologies

American Customer Satisfaction Index (ACSI) is a scientific standard of customer

satisfaction. Academic research has shown that the national ACSI score is a strong

predictor ofGross Domestic Product (GDP) growth, and an even stronger predictor of

Personal Consumption Expenditure (PCE) growth. On the microeconomic level, research

has shown that ACSI data predicts stock marketperformance, both for market indices andfor individually traded companies. Increasing ACSI scores has been shown to predict

loyalty, word-of-mouth recommendations, and purchase behavior. The ACSI measures

customer satisfaction annually for more than 200 companies in 43 industries and 10

economic sectors. In addition to quarterly reports, the ACSI methodology can be applied

to private sector companies and government agencies in order to improve loyalty and

purchase intent. Two companies have been licensed to apply the methodology of the

ACSI for both the private and public sector: CFI Group, Inc.applies the methodology of

the ACSI offline, and Foresee Results applies the ACSI to websites and other online

initiatives. ASCI scores have also been calculated by independent researchers, for

example, for the mobile phones sector.

The Kano model is a theory of product development and customer satisfaction developed

in the 1980s by ProfessorNoriaki Kano that classifies customer preferences into five

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categories: Attractive, One-Dimensional, Must-Be, Indifferent, Reverse. The Kano model

offers some insight into the product attributes which are perceived to be important to

customers. Kano also produced a methodology for mapping consumer responses to

questionnaires onto his model.

SERVQUAL or RATER is a service-quality framework that has been incorporated into

customer-satisfaction surveys (e.g., the revised Norwegian Customer Satisfaction

Barometer) to indicate the gap between customer expectations and experience.

J.D. Power and Associates provides another measure of customer satisfaction, known for

its top-box approach and automotive industry rankings. J.D. Power and Associates'

marketing research consists primarily of consumer surveys and is publicly known for the

value of its product awards.

Other research and consulting firms have customer satisfaction solutions as well. These

include A.T. Kearney's Customer Satisfaction Audit process, which incorporates the

Stages of Excellence framework and which helps define a companys status against eight

critically identified dimensions.

For Business to Business (B2B) surveys there is the InfoQuest box. This has been used

internationally since 1989 on more than 110,000 surveys (Nov '09) with an average

response rate of 72.74%. The box is targeted at "the most important" customers and

avoids the need for a blanket survey.

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Improving Customer Satisfaction

Published standards exist to help organizations develop their current levels of customer

satisfaction. The International Customer Service Institute (TICSI) has released The

International Customer Service Standard (TICSS). TICSS enables organizations to focus

their attention on delivering excellence in the management of customer service, whilst atthe same time providing recognition of success through a 3rd Party registration scheme.

TICSS focuses an organizations attention on delivering increased customer satisfaction

by helping the organization through a Service Quality Model.

TICSS Service Quality Model uses the 5 P's - Policy, Processes, People, Premises,

Product/Services, as well as performancemeasurement. The implementation of a

customer service standard should lead to higher levels of customer satisfaction, which in

turn influences customer retentionand customer loyalty.

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The functional features include:

Customer complaints tracking

Service engineers information tracking

Job scheduling for the complaints

Spares management

Online support

Reports

Customer complaints tracking

Complaint is the start point of any technical support system. With out a client

request the technical support is not initiated. Complaint tracking is done as follows:

Client may come down or make a phone call or complaint online

The client is validated. The client may have an annual maintenance contract or

may have a product in warranty or of warranty.

The intensity of the complaint is to be estimated to allocate resources.

Expected service type has to be finalized. It may be online assistance indoor

or onsite assistance.

Service Engineers information tracking:

Information about the engineers is inevitable in job scheduling. Information about

the engineers has to be added, deleted or modified in the database. It may contain the

following: the name, id of the engineer; the skill set of the manager; the status of the

engineer.

Job scheduling for the complaints:

Job scheduling means sequencing the request to its intensity, assignment of a

service engineer and creating a job card. It is done to optimize the technical resources and

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to render the best service to the customer. Minor problem are processed by technicians

requests are handled by the expert team.

The job card includes the following:

The compliant id, the assigned engineer id, the data and time of service, the spare

details, no. of man hours required etc.

The spare part name and serial number

The available quantity of each spare part

The prize, warranty and other specifications

The supplier information.

Online support:

The service is done online also. The client may visit the website to obtain basic

support information about the product and FAQ. He can chat with the service engineer on

phone or online.

Report:

The report reflects the current status of the system. The reports that can be generated are

as follows:

Customer request report status of the system. The reports that can be requests.

Service engineer report provides the information about the skills and strengths of

the support team. Job scheduling report states the allotment of engineers to jobs.

Spares report discloses the availability of all the shapes in the system.

Receipts and payments report gives information about the cash flow in the

system.

Bills generation.

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Customer satisfaction tracking:

Customer satisfaction is the key concept to dictate the future of the organization.

In order to maximize the customer satisfaction along with quick response and efficient

service some other activities are to be performed.

They may be as follows:

Reception of the customer with hospitality.

Entertaining environment to the customer.

Providing guidance about the usage and maintenance of the product.

Offering gift and discounts.

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Operationalisation of Customer Satisfaction

As customer needs and expectations are changing all the time, this will lead to asituation whereby customers keep setting ever higher standards, and therefore to achieve

perfection is impossible. Markets should be seen as a group of individual companies, and

each of them must be treated individually with different requirements, experiences,

commitments, and relationships. Implementing customer satisfaction philosophy means

identifying customers, then identifying their needs and expectations and finally,

measuring their perceptions. Knowing the needs of the customer makes it easier to

anticipate the ideal set of products and services. A major flaw for all the companies has

proved to be their inability to understand other ways that customers can be satisfied. By

implementing direct and continuous employee contacts with the customers, the

customers' requirements and expectations can be determined. This employee-customer

connection additionally conveys the message that the company cares about their

customers.

Customer needs can be determined through marketing research, customer

interviews, reading customer concerns, or involving customers in the design of servicesand service deliveries. In order to decide if the service can be provided at a profit, it is

necessary to link value equation to the strategic service vision. Working together with

both supplier and customer can increase profitability by expanding margin potential.

A customer satisfaction study should begin by asking about the factors affecting

customer satisfaction, how important those factors are for the whole, and the level of

customer satisfaction. A problem with customer satisfaction surveys (Naumann, 1994) is

that a poor customer satisfaction programme yields vague data and raises customer

expectations. If customer expectations are raised and a company's performance remains

the same, the customer's overall satisfaction will decrease.

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Business Definition for: After-sales Service

Customer support following the purchase of a product or service. In some cases,after-sales service can be almost as important as the initial purchase. The

manufacturer, retailer, or service provider determines what is included in any

warranty (or guarantee) package. This will include the duration of the warranty

traditionally one year from the date of purchase, but increasingly two or more

years maintenance and/or replacement policy, items included/excluded, labor

costs, and speed of response. In the case of a service provider, after-sales service

might include additional training or helpdesk availability. Of equal importance is

the customer's perception of the degree of willingness with which a supplier deals

with a question or complaint, speed of response, and action taken.

After Sales Excellence

After Sales Excellence is a key driver for customer satisfaction and loyalty but also a

very important source of revenues and profits throughout a vehicle lifecycle. Our after

sales experts support our clients in all relevant areas of after sales service to improve the

internal cost base, the retail attractiveness as well as customer satisfaction. Our results aremeasurable - significant improvements on key indicators such as warranty costs, service

quality, and fixed first visit rate.

Supply Chain Excellence

Our Supply Chain Excellence service enables you to realize substantial improvements in

your supply chain performance in terms of cost, efficiency, lead times, demand

management, customer service and working capital requirements. We measure, improve

and qualify supply chain organizations and processes and support our clients by

identifying and rapidly implementing cost and efficiency savings in the entire supply

chain. This can be achieved with the comprehensive, cross-functional redesign of all

logistics processes leveraging the entire supply chain including customers and suppliers.

With our proven Integrated Supply Chain Excellence Audit we quickly identify gaps to

proven best practices and benchmarks within, and beyond, the Automotive Industry.

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Value Chain Design

Constantly reviewing the companies value chain in a rapidly evolving environment;

deriving required core competencies and partnerships is a key managementresponsibility. We help our clients design their value chain in terms of a global

engineering footprint, production and service network, thereby improving efficiency and

customer satisfaction in alignment with corporate strategy.

Customer Contacts and Relationships

In all cases, the supplier had been involved with the customer since the beginningof the network building. It is difficult to distinguish whether some of the changes in

customer-supplier relationship were due to the duration of the relationship between the

two parties and whether some of the changes were caused by changes in the customer's

needs resulting from the customer's new position in the network life cycle curve. For the

results of this research, that question in terms of the underlying factors has not addressed,

but for future studies, it would be relevant to clarify which of these two factors is the

more significant or in fact, whether they can be distinguished.

Relation of the Care to Customer Satisfaction

Innis and La Londe (1994) discovered that several customer satisfaction variables

significantly affect a customer's total customer satisfaction. Customer service attributes

received high ratings for the importance of customer satisfaction. Attributes for physical

distribution of customer service were rated higher than many marketing attributes.

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Most Important Services

Barsky (1995) proposed that what is important for one customer may not be

important for another. Barsky proposes this in the area of priority marketing, and the idea

was applied to different services in general. When a buyer considers closer integration

with a supplier, they may consider that it will most likely limit the number of potential

suppliers and fear that the partner may take advantage of this by increasing prices or

delivering poorer quality or poorer service. Interlocking with the supplier can limit the

opportunity to acquire innovations if the supplier lacks the capability of being a leading-

edge supplier. Research has shown that there are frequently differences between the

views of the supplier's management on customer value and the customers' views on whatthey say they value. This was studied in the present study as well.

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DATA ANALYSES

&

INTERPRETATION

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DATA ANALYSES

1. What is the model of BIKE used by customers?

A) SPLENDER +

B) PASSION +C) GLAMOUR

D) CBZ X-TREME

E) KARIZMA

S.No Models No.of Respondents Percentage1

2

34

5

SPLENDER +

PASSION +

GLAMOURCBZ X-TREME

KARIZMA

37

37

1310

03

37

37

1310

03Total No.of Respondents 100 100%

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Interpretation:It is observed that 37% of the total respondents use SPLENDER+, 37% of

the respondents use PASSION+,13% of the respondents use HEROHONDA

GLAMOUR,10% of the respondents use HEROHONDA CBZ-XTREM and last 03% of

respondents use HEROHONDA KARIZMA model.

2. Which type of BIKE have you bought?

A) New

B) Pre Owned

S.No Buyers No. of Respondents Percentage

1

2

New

Pre Owned

94

6

94

6

Total No. of Respondents 100 100%

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94

6

0

10

20

30

40

50

60

70

80

90100

New Pre Owned

Interpretation:

From the survey conducted it is observed that 94% of the respondents purchased

new bikes and 6% of the respondents purchased Pre Owned bikes.

3. Whether the price of the Vehicle is?

A) Affordable

B) Not Affordable

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85%

15%

Affordable

Not Affordable

Interpretation:

It is observed that 85% of the people feel that the price of vehicle is affordable,

and 15% of people feel that the price of vehicle is not affordable.

S.No Price No. of Respondents Percentage

1

2

Affordable

Not Affordable

85

15

85

15


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4. What is the purpose of buying this BIKE?

A) Personal use

B) Other use

S.No Purpose of buying No. of Respondents Percentage

1

3

Personal use

Other use

87

13

87

13


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Interpretation:

From the data collected it is observed that 87% of the customers use their vehicle

for personal use, 13 % of the buyers use for other use.

5. Who influenced in buying this BIKE?

A) Your self

B) Family

C) Friends

D) Advertisement

S.No Influenced No. of Respondents Percentage

1

2

3

4

Your self

Family

Friends

Advertisement

48

32

12

8

48

32

12

8


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48

32

12

8

0

5

10

15

20

25

30

3540

45

50

Your self Family Friends Advertisement

Interpretation:

From the study it is observed that 48% is influenced by themselves, 36% feel that

the family place a vital role to purchase there vehicle, and then comes to friends 12% and

then advertisement 8%.

6. What does this BIKE convey?A) Status

B) Necessity

C) Comfort

D) Other

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24

54

18

4

0 10 20 30 40 50 60

Status

Necessity

Comfort

Other

Interpretation:

From the data collected it is concluded that 24% of the consumers purchase the

vehicle to maintain the status, where as 54% of the consumers purchase the vehicle

S.No Car Conveys No. of Respondents Percentage

1

23

4

Status

NecessityComfort

Other

24

5418

04

24

5418

04


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because of their necessity. 18% of the consumers purchases as it give comfort, 12% of

the consumer purchase the vehicle for other reason.

7. What are the reasons for buying this BIKE?

A) Price

B) Mileage

C) Service

D) Brand Image

34

53

7 6

0

10

20

30

40

50

60

Price Mileage Service Brand Image

S.No Crucial No. of Respondents Percentage

1

23

4

Price

MileageService

Brand Image

34

537

6

34

537

6Total No. of Respondents 100 100%

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Interpretation:

It is concluded from the study that 34% of them say that price is crucial,

53% of them say mileage and 7% & 6% of them say service and brand image.

8. You use your BIKE mostly for?

A) Office

B) Family

C) Long drives

D) Shopping

S.No Car used for No. of Respondents Percentage

1

2

3

4

Office

Family

Long Drives

Shopping

44

45

9

2

44

45

9

2


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44

45

9

2

0 10 20 30 40 50

Office

Family

LongDrives

Shopping

Interpretation:

It was observed that 44% of the respondents use there vehicle for going to

office, 45% of the respondents use there vehicle to take there family out and

2% and 9% of the respondents use there vehicle of shopping and long drives.

9. How long you will use this vehicle?

A) 1-2 years

B) 2-4 yearsC) 4-8 years

D) 8 years & above

S.No How long you will

use

No. of Respondents Percentage

1

2

3

4

1-2 years

2-4 years

4-8 years

8 years & above

5

15

68

12

5

15

68

12


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5

15

68

12

0

10

20

30

40

50

60

70

80

1-2 years 2-4 years 4-8 years 8 years &

above

Interpretation:

From the study it is observed that 5%and 15% of the consumer keep their

vehicle 1-2 years and 2-4 years and 68% and 12% of consumers keep their

vehicle for 4-8 years and 8 years &above.

10. Rate your satisfaction for the service provided by the Organization?

A) Excellent

B) Good

C) O.K

D) Poor

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7

61

24

8

0 10 20 30 40 50 60 70

Excellent

Good

O.K

Poor

Interpretation:

From the survey conducted satisfied level at service center show at X-axisand No.Respondents at Y-axis. 7 % of the consumers said excellent, 61% said

good and 24% and 8% of the consumers said ok and poor.

S.No Satisfaction level at

service station


1

23

4

Excellent

GoodO.K

Poor

7

6124

8

7

6124

8


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11. Are you satisfied with mileage give by your bike?

A) yes

B) no

81%

19%

Yes

NO

S.No Satisfied with

mileage


1

2

Yes

NO

81

19

81

19Total No. of Respondents 100 100%

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Interpretation:

It is observed that 81% of the respondents are satisfied with mileage given

by there car and 19% are not satisfied with mileage given by their BIKES.

12. Express your satisfaction level on performance of your Vehicle?

A) satisfied

B) O.K

C) Not satisfied

S.No Performance of

your vehicle


1

2

3

Satisfied

O.K

Not satisfied

80

20

00

80

20

00


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customer satisfaction herohonda 2010[1]

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