hero honda suplnder

CITY BIKES POINT

A STUDY ON

“BUYING BEHAVIOR AND CUSTOMER SATISFACTION-” Towards

Hero Honda SPLENDOR+ AND Hero Honda SUPER SPLENDOR

AtCITY BIKES POINT

In partial fulfillment of the requirements for the degree of

“MASTER OF BUSINESS ADMINISTRATION”In Bangalore University

ByHarsha P.R

(Reg. No. 04kxcm6021)

Under The Guidance Of

Prof. GOPAL KRISHNAFaculty Surana College P.G Centre Bangalore

Surana College PG Centre Kengeri Satellite Town, Bangalore

2005-2006

Surana College PG Centre 1

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ACKNOWLEDGEMENT

At the outset I wish to thank CITY BIKES POINT for giving me an

opportunity to complete my project in the organization.

I would like to extend my sincere regards to Mr. Patil, Director of City

Bikes Point for giving me an opportunity to work in their esteemed

organization.

More over it is my bounded duty to extend my heartful thanks to all

Employees’, staff members of City Bikes Point.

I would like to acknowledge with sincere appreciation and gratitude for

the valuable guidance rendered by Prof. Gopal Krishna D.S., my guide, for

the preparation and finalization of the project report.

My sincere thanks to Principal, Dean, HOD and staff members for their

kind support during completion of industrial training.

HARSHA P.R


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SL.NO. CONTENTS Page No.

1Executive Summary 10

2Introduction 12-19

3Research &Methodology 21-28

4Company Profile 30-42

5Dealers Profile 44-50

6Data Analysis 52-70

7Summary of Findings 72-73

8Suggestion & Conclusion 75-76

9Bibliography

78

10Annexure

80-83


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NO. OF TABLES

SL.NO. CONTENTSPage No.

1Table Showing the Classification of customers on the basis of Age Group

52

2 Table showing the Occupation of the Respondents 53

3 Table showing the Annual Incomes of the Respondents 54

4 Table showing design of Bike suits to Indian Roads 55

5Table showing how many Kilometers the Respondents drive per day

56

6Table showing Technical specification (quality) Criteria to buy the bike

57

7Table showing respondent’s opinion about the quality of vehicle

58

8Table showing rating of the respondents towards some criteria to purchase bike

59

9 Table showing preference of same mileage of with gear and without gear vehicle

60

10 Table showing the color of the respondent bike 61

11 Table showing reason for choosing the color 62

12Table showing respondents faced any problem (technically which is not known)

63

13 Table showing respondents want to have a self starter 64

14 Table showing the average maintenance cost per month 65

15Table showing how much respondents influenced form promotional strategy

66

16 Table showing how much respondents influenced by others 67

17 Table showing Rate of satisfaction towards vehicle 68

18Table showing respondent’s opinion towards demand of the vehicle

69

19Table Showing Could this bike can sold without advertisement

70


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NO. OF CHARTS

SL.NO. CONTENTSPage No.

1Chart Showing the Classification of customers on the basis of Age Group

52

2 Chart showing the Occupation of the Respondents 53

3 Chart showing the Annual Incomes of the Respondents 54

4 Chart showing design of Bike suits to Indian Roads 55

5Chart showing how many Kilometers the Respondents drive per day

56

6Chart showing Technical specification (quality) Criteria to buy the bike

57

7Chart showing respondent’s opinion about the quality of vehicle

58

8Chart showing rating of the respondents towards some criteria to purchase bike

59

9Chart showing preference of same mileage of with gear and without gear vehicle

60

10 Chart showing the color of the respondent bike 61

11 Chart showing reason for choosing the color 62

12Chart showing respondents faced any problem (technically which is not known)

63

13 Chart showing respondents want to have a self starter 64

14 Chart showing the average maintenance cost per month 65

15Chart showing how much respondents influenced form promotional strategy

66

16Chart showing how much respondents influenced by others

67

17 Chart showing Rate of satisfaction towards vehicle 68

18Chart showing respondent’s opinion towards demand of the vehicle

69

19Chart Showing Could this bike can sold without advertisement

70

EXECUTIVE SUMMARY


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Hero Honda Motor Company limited, a part of the HERO GROUP, is

the World's No.1 Two Wheeler Company. Hero Honda produces over 1.42

million two wheelers annually. Hero Honda aims to play a major role in the

development in the automotive industry and creation of employment

opportunities, not only through its dealer network, but also through ancillary

industries.

The study has been undertaken to understand the satisfaction levels of

the customers and buying behavior towards Hero Honda splendor+ and

super splendor. The sample size of the survey was 50 customers in

Bangalore who own Hero Honda splendor+ and super splendor.

Primary data was collected through a structured non-disguised

questionnaire and direct interviews from the respondents.

Secondary data was collected through company profile and product

profile from web and records of the company were also used to carry out the

analysis.

The company helps to contact 50 customers. The study observes that

the majority of the respondents are in the age group of 21-40. Majorities are

found to be working in Private sector and Businessmen.

Regarding the buying behavior of customers the study identifies that

there is a significant influence of friends in purchase decision.


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GENERAL INTRODUCTION TO MARKETING


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Marketing is so basic that it cannot be considered a separate function.

It is the whole business seen from the point of view of its final result i.e.,

from the customer point of view. Business success is not determined by the

producer but by the customer. This is as defined Peter Drucker. There are

other scholars who define marketing as the criteria and delivery of a

standard of living. Therefore marketing is a social and managerial process

by which individuals and groups obtain what they need and want through

creating, offering and exchanging products of value cost and satisfaction

exchange, transaction and relationships, markets and marketing and

marketers.

A human need is a stat felt deprivation of some basic satisfaction.

Needs are not created by their society or by marketers, they exist in the very

texture of human biology and the human condition. Wants and desire for

specific satisfiers of these deeper needs. Human needs are continually

shaped by social forces and people needs are few their wants are many.

Demands are wants for specific products that are backed by an ability

and willingness to buy them. Wants become demands when supported by

purchasing power.

The concept of value, cost and satisfaction are crucial in the final

product choice, the several alternatives of the customer constitute his

product choice set, the additional needs associated with the product is called

the need set. Customer rank the products form need satisfying to the last

need satisfying value is the consumers estimate of the products overall

capacity to satisfy his or her needs. The value of each actual product would

depend on how close it comes to the ideal product.


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Exchange is the act of obtaining a desired product form someone by

offering something in return for exchange to take, 5 conditions must be

satisfied.

1) There are at least two parties.

2) Each party has something that might be of value to the other party.

3) Each party is free to accept or reject the offer.

4) Each party is capable of communication and delivery.

5) Each party believes it is appropriate to deal with the other party.

Marketing management is the process of planning and executing the

conception, pricing, promotion and distribution of goods, services and ideas

to create exchange with target groups that satisfy customer market is

formally carried out by the combined efforts of sales market is formally

carried out the combined efforts of sales managers, sales people, advertising,

promotion managers, product and brand managers, market and industry

managers and the marketing vice president.

Marketing is a comprehensive term, which includes all resources and

activities, which facilitate the flow of goods and services from producers to

the consumers in the process of distribution. Human effort, finance and

management are the primary contents of marketing.

HISTORY OF MOTORCYCLE INDUSTRY


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The invention of the motorcycle closely followed the development of

the bicycle and the four-stroke gasoline engine. German inventor Gottlieb

Daimler created the first motorcycle in 1885. He attached a four-stroke

gasoline engine to a wooden bicycle frame and added two extra side wheels

for stability, similar to training wheels on a bicycle. Daimler’s engine turned

the rear wheel with a pulley.

Various models were introduced in Germany, France, and Britain in

subsequent years, each attempting to turn the motorcycle into a practical

means of transportation. In 1903 American inventor William Harley, his

neighbor Arthur Davidson, and Davidson’s brothers Walter and William

built the first Harley-Davidson motorcycle. A year later Harley-Davidson

began manufacturing motorcycles for sale. In 1909 Harley-Davidson

introduced the first V-Twin engine, which had two cylinders arranged in a

distinctive “V” angle. The engine, which produced a deep, rumbling sound,

soon became the classic American motorcycle engine.

ABOUT MOTORCYCLE OR BIKES

Motorcycle are Motorized two-wheeled vehicle for transporting one

or two riders. Motorcycles are capable of the same speeds as automobiles

and can be licensed for use on public highways. Motorcycles provide a

convenient and relatively inexpensive alternative to automobiles. They are

more maneuverable than automobiles and they deliver higher fuel economy.

Depending on the size of the engine, a motorcycle may get from 19 to 50

kilometers per liter (45 to 85 miles per gallon), two to four times that of

most mid-sized cars. Also, a motorcycle accelerates more quickly than an

automobile does.


http://encarta.msn.com/encyclopedia_761559977/Bicycle.html

http://encarta.msn.com/encyclopedia_761588126/Harley-Davidson_Inc.html

http://encarta.msn.com/encyclopedia_761561916/Gottlieb_Daimler.html

http://encarta.msn.com/encyclopedia_761561916/Gottlieb_Daimler.html

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In their simplest form, motorcycles consist of a gasoline engine

attached to a two-wheeled steel or aluminum frame. A fuel tank sits above

the engine and usually sports the name or logo of the motorcycle’s

manufacturer. The front wheel and axle is attached to the frame with a fork,

a two-pronged, pivoting arm. Turning the handlebars at the top of the fork

causes the wheel to pivot. Power from the engine turns the rear wheel. The

rear axle is connected to the frame with a shock-absorbing arm.

The engine of a motorcycle is suspended within the vehicle frame

between the front and rear wheels. Like internal combustion engines that

power automobiles, motorcycle engines transform chemical energy into

mechanical energy by igniting a volatile mixture of fuel and air within a

cylinder, causing gases to expand suddenly. The expanding gases push down

on a piston, which turns a crankshaft. The crankshaft transforms the energy

from the piston into rotary motion. The rotational force of the engine’s

crankshaft turns other shafts and gears that eventually cause the rear wheel

to rotate.

There are 5 comprising concepts to carry out marketing activities, they

are

1) Production concept: this is the oldest concept guiding sellers. The

production concept holds that consumers will favors those products

that are widely available and low in cost. Managers of production

oriented organization concentrate on achieving high production

efficiency and wide distribution coverage.

2) Product concept: this concept states that consumers will favor those

products that offer the most quality performance or innovative


http://encarta.msn.com/encyclopedia_761553622/Internal-Combustion_Engine.html

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features. Managers in these products oriented organization focus their

energy on making superior products and imposing them overtime.

3) Selling concept: holds the customers, if left alone will ordinarily not

by enough of the organizational products. The organizations must

therefore undertake an aggressive selling and promotion effort.

4) Marketing concept: this concept holds the key to achieving

organizational goals consists in determining the need and wants of

target markets and delivering the desired satisfaction more effectively

and efficiently than competitors.

5) Societal concept: this concept holds that the organization task is to

determining the needs, want and interest of target marketers and to

deliver the desired satisfaction more effectively and efficiently than

competitors in a way that preserves or enhances the consumers and

the society’s well being.

Buyer’s Behavior:

It has been defined as “all physiological, social and physical Behavior

of potential customer as being aware of evaluate, purchase, consume and tell

other about products and services”.

Customer Expectations

Expectations are formed on the basis of the buyers past buying

experience, statements made by friends and associates. If marketers raise


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expectation too high, the buyer is likely to be disappointed. For example,

Holiday Inn ran a campaign a few years ago called “NO SUPRISES”. But

hotel guests still encountered a host of problems and Holiday Inn had to

withdraw this campaign. On the other hand if the company sets expectations

too low, it won’t attract enough buyers although it will satisfy those who

buy. Some of today’s most successful companies are raising expectations

and delivering performances to match. These companies are aiming for

TCS-Total Customer Satisfaction.

Observations on customer satisfaction

Professor Claes Fornell of the university Michigan is engaged in a

major project to create an index for measuring customer satisfaction on an

industry and national basis. A customer satisfaction barometer would yield

information not supplied by Gross National Product (G N P) measures. It is

possible for example for an industry or nation’s output to increase while

customer satisfaction falls. The measured value of industrial output is not

necessary a measure of customer satisfaction with that output. Here are some

of professor Fornell’s findings on the industry level.

Customer satisfaction will be lower in industries where the

industry offers a homogenous product to a heterogeneous market.

On the other hand, industries that supply a high quality

homogenous product to a homogenous market will register high

satisfaction.

Customer satisfaction lower in industries where repeat buyers face

high switching costs. They have to buy from the supplier even

though their satisfaction is low.


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Industries, which depend upon repeat business generally, create a

higher level of customer satisfaction.

As a company increases its market share, customer satisfaction can

fall. This is because more customers with heterogeneous demands

are drawn into buying a fairly homogenous product.

Importance of Quality

Quality is an equally important element in order to ensure customer

satisfaction. Quality may be defined as the totality of features and

characteristics of a product of service that bear on its ability satisfy the stated

or implied needs.

A company’s marketing will not be effective if it is only entrusted to

the marketing department. The greatest department in the world cannot

compensate for deficient products or service. Today’s top executives view

the task of improving product and service quality to be their top priority.

Many global successes of Japanese companies are due to their building

exceptional quality into their product. Most customers will no longer accept

or tolerate average quality performance.

Companies today have choice but to adopt Total Quality Management

(TQM) if they want to stay in the race, let alone be profitable. There is an

intimate connection between product and service quality, customer’s

satisfaction and company profitability. Higher levels of quality result in


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higher level of satisfaction, while at the same time supporting higher prices

and often lower costs. Therefore quality improvement programs normally

increase profitability. Customers have a set of needs, requirement and

expectations. We can say that the seller has delivered quality when ever the

seller product and service meets or exceeds the customer’s expectations. The

company that manages to satisfy most of its customer’s has a set of needs,

requirement and expectations. We can say that the seller has delivered

quality whenever the seller product service meets or exceeds the customer’s

expectations. The company that manages to satisfy most of its customers

need most of the time is Quality Company.


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RESEARCH METHDOLOGY

Statement of the Problem


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Over the years customer satisfaction and buying behavior has become

the key word of the business success, now the customer is given with a large

number of choices to choose from. This is the result of increasing

competition in the motorcycles industry. The customer has become the king

in the market scenario. All the business strategies are essentially focusing on

the customer. He is the pivotal point around which are the decision making

process in business industry revolve. Accordingly the customer satisfaction

has become one of the major goals of the industry. The study has been

undertaken to identify the satisfaction level of the customers and factors

influencing their purchase decisions of the motorcycle later the customers

may be converted to loyal customers through customer retention strategies.

The problem is to identify purchase diction factors and the customer

satisfaction levels.

Objectives of the study

To understand the satisfaction levels of customers.

To understand the buying behavior of the customers.

To know the customers preference towards dealers.

Find out the reasons for dissatisfaction levels of customers.

To know the customers opinions regarding the performance of the

company.

To analyze the growth of the business, present, status and future

plans of the customer with reference to Hero Honda vehicles.

Scope of the study


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The scope of the study was limited and confined to the analysis of

customers of Hero Honda Splendor+ and Super Splendor. Geographically

this study concentrated in the area of Bangalore. Information regarding all

their business activities was obtained from the administrative office with the

help of several published records (secondary resources) and also through

actual personal contacts with concerned authorities.

Limitations of the study:

Due to time constraint the sampling was restricted to 50 respondents.

The survey was conducted only within Bangalore city.

Findings of the study are based on the assumptions that the

respondents delivered through information.

Some respondents did not co-operate.

Many respondents did not provide proper information.

Research design of the study

1) Develop the research plan.

2) Collect the information.

3) Analyze the information.

4) Presentation of the findings.

1) Developing the research plan:


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Most efficient plan for gathering the needed information is to be developed

contains the following:

a) Data Source.

b) Research Approaches.

c) Research Instruments.

a) Data Source

Primary data.

Secondary data.

Primary Data

This is first hand information collected from original sources through

various methods such as observation; interviewing etc. primary data is

collected by interviewing certain executives who were chosen on the basis of

their in depth knowledge and work experience in the company. The

interview was informal in nature in order to gain as much information as

possible. A suitable interview schedule was prepared to collect the primary

data, which is enclosed in the annexure.

Methods of Primary data collection:


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There are various methods of data collection. A method is different

from tool while a tool refers to the way or mode of gathering data, a tool is

an instrument used to the method.

Observation

Interviewing

In this study, interviewing and survey techniques of data collection

are practiced. Interviews refer to face-to-face conversation between the

investigator and respondent.

For the purpose of this study structured or directive interviews are

employed. This is an interview with a detailed standardized schedule where

in information is collected in a minimum time from the respondent.

Structured interviews make use of a questionnaire in collecting the

information from the respondent.

Questionnaire

It consists of a number of questions printed in a definite order of a set

of forms. The questionnaire given to some respondents who can read and

understand the questions and write down the reply in the space meant for the

purpose in the questionnaire itself. In the study some respondents were

unable to read and answer to some extent. Hence, information is collected as

answer to point basis, which amounts to informal interview.

Secondary Data


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Secondary data is the collected from sources, which contain data, have

been collected and compiled for another purpose. It may be defined as data

collected for an earlier purpose other than currently pursued. The secondary

sources in the study consists

Records and reports.

Related websites.

b) Research Approaches

The various research approaches are:

Observational approach

Descriptive approach.

In this study of consumer perception towards luxury sedans the

primary data is collected based on observational or descriptive research this

approach includes surveys and facts finding enquiries of different kinds. The

main reason behind this approach is the state of affairs, as it exists at present.

c) Research Instruments

The different research instruments used in the study are

Questionnaires:

The questionnaires are designed to get the specific information about

the specific problem so that the data after analysis and interpretation results

in a better application of the problem. Hence, the questionnaire for this study

is prepared in the form of structured both closed ended and open ended


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consisting of series of formal questions to elicit clear relevant responses

from the respondents.

Sampling

Sample method reduces cost. Since fewer items of the population are

selected for the study it reduces cost.

It saves time. In this method since only fewer items are selected the

time for collection of data is saved.

Highly trained personnel or specialized equipments may be used to

obtain the data.

It gives the accurate results since efficient people can be employed in

the study.

It provides for detailed enquiry.

The organization and administration of samples surveys are easy.

The sampling unit is the geographical one such as state, district,

village etc or a construction unit such as house, flat, etc., or it is the social

unit such as family, club, school etc., or it may be an individual or a thing.

Sampling size

This refers to the numbers of items selected from the universe to

constitute a sample. In other words, the number of respondents from which

data is collected. The sample size of this study is 50 to know the consumer

satisfaction.

2) Collect the Information


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The primary data is collected with utmost care, so that to avoid any

sample bias or error. It is the cost list, life-blood and time consuming aspect

of research.

3) Analyze information

The data collected is tabulated with utmost care and caution by

employing simple statistical tools like mean, weighted average, percentages

etc to infer the salient findings of the study. In order to strengthen the

findings pictorial representation techniques like bar charts, pie charts are

utilized.

4) Presentation of the findings

The findings are to be resented in simple language so as to see that

managers understand gets what he wants. The findings report has been

prepared such that it can be clearly understood by the reader and also useful

for the company.

Sources of data

Our study used both primary and secondary sources of data for the

analysis. Primary data has been collected from various respondents by

administering the schedules. In addition Primary data is collected through

direct interviews and questionnaire etc. on the other hand secondary data has

been obtained from company brochures and the respective websites.

Sampling Designs


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At the outset we would like to confess that no sophisticated sampling

design (like stratified sampling design, stratified random sampling etc.) has

been used for our survey. Since the firm has sponsored the present project

the analysis and findings need to serve the interest of sponsoring company.

Keeping this in mind an appropriate sampling design was used. The

company gave a list of buyers through the dealers who bough their car

during the past two months or so. Sample of 50 respondents have been

drawn. In a sense this is not a sample but senses covering all the respondents

that were given by the company. Thus the sampling design is mainly one of

the convenient sampling methods.

All these respondents reside in various parts of Bangalore city.

Therefore, reaching them in person was a difficult task. However the

respondents were extremely co-operative in giving information and other

details needed for our investigations. Their responses to the administration

of our schedule were fairly satisfactory.


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INDUSTRY PROFILE


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The Indian automotive industry is characterized by strong competition

between increasingly quality conscious manufacturers. A large, highly

skilled but low cost manufacturing base makes partnering linkages with

overseas quality standards and to develop new products to compete globally.

Many domestic manufacturers have already successfully entered into

collaborations and others are actively seeking to do so. Following

liberalization and opening of the domestic automobile industry in the early

1990s, we have seen India develop as one of the key emerging automotive

hubs for both components of vehicles. India has achieved tremendous

growth over the last 15 years providing a very favorable environment for

those looking at investing in the automotive industry.

The liberalization of the economy, India has become the destination for

global automobile majors YAMAHA, SUZUKI, HONDA etc. many of these

have set up manufacturing facilities here in India and are increasingly

looking at this market in terms of supplying into their global operation.

One area where we are seeing increasing investment is in terms of global

players establishing in R&D hubs in India. HONDA, YAMAHA, SUZUKI

is few that have invested in this area.

CHARACTERISTICS OF MARKET


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India is increasingly becoming a global automotive hub both for the

vehicles and component industry. India is fast integrating itself into the

world economy and open to international automotive companies who are

increasingly invest in India.

The Indian automotive and components industry is looking to increase

the quality of production from existing levels, to develop new products and

to increase exports. In the long run India is well set to become a key market

for automotive and component manufacturers in terms of local demand and

as a base foe export.

India is fast developing as both an export and sourcing hub for many

of the leading vehicle manufacturers companies such as HONDA,

YAMAHA, SUZUKI are developing their activities here to supply vehicles

or components into their global networks. Additionally, companies such as

HONDA, YAMAHA, and SUZUKI are utilizing India’s well-developed

IT/SOFTWARE capabilities and have set up R&D hubs here for their global

operations.

COMPANY PROFILE


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A Joint Venture between Hero Group, the world's largest bicycle

manufacturers and the Honda Motor Company of Japan, has today become

the World's single largest two wheeler Company. Coming into existence on

January 19, 1984, Hero Honda Motors Limited gave India nothing less than

a revolution on two-wheels made even more famous by the 'Fill it - Shut it -

Forget it ' campaign. Driven by the trust of over 5 million customers, the

Hero Honda product range today commands a market share of 48% making

it a veritable giant in the industry. Add to that technological excellence, an

expansive dealer network, and reliable after sales service, and you have one

of the most customer- friendly companies.

Mr. Brijmohan Lall Munjal, is a first generation entrepreneur who

started very small and through sheer hard work and perseverance has today

made his two wheeler venture the World's No.1 Two Wheeler company, a

distinction hitherto held by a Chinese company. That is not all the

motorcycle "Splendor" which was launched in 1995 and sold 791,000 units

in 2001 has emerged as the largest selling motorcycle model in the world.

The Hero Group comprises many backward integrated two wheeler related

companies, of which the Hero Cycles and Hero Honda constitute the major

players. He produces 5.7 million bicycles and over 1.42 million two

wheelers annually. Also, Hero Cycles boasts of one of the highest labor

productivity rates in the world.

Hero Cycles has been the largest manufacturer of bicycles in the

world since 1984 and figures in the Guinness Book of World Records. These


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honors have come through sheer discipline, which according to Mr. Munjal

is the refining fire by which talents become ability. According to him

ambition, confidence, enthusiasm and success are produced by courage, faith

and hard work.

No wonder, the leading company of the group, Hero Honda, declared

a whopping 850% dividend for the financial year ended 31st March 2002.

It grew over 500% in five years.

For the year 2001-02 : Volume up by 38%, net profit soars by 88%,

total turnover up by 42% Achieves a high 48% motorcycle market share and

33% two wheeler market share

Over the last five years, the company's total turnover grows by a whopping

580% and Profit after Tax by 919% Total Turnover of Rs.45, 394, 900, 000

(EURO 1,043,560,920) Profit after Tax Rs.4, 629, 300, 000 (EURO

106,420,690).

Hero Honda has surpassed by leaps and bounds the other competitors

in this space who are in joint ventures with giants like Kawasaki, Yamaha,

and Suzuki etc. Hero Honda is 26% owned by Honda of Japan and the

balance is held by the Munjals and Indian public.

The secret of the success is the brilliant management of dealership. In

fact, his rivals attribute this phenomenal success to his excellent channel

management skills.

BOARD OF DIRECTORS


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Chairman Mr. Brijmohan Lall Munjal

Managing Director Mr. Pawan Munjal

Joint Managing Director Mr. Toshiaki Nakagawa

Whole time Director Mr. Takao Eguchi

Non-Executive Director Mr. Satyanand Munjal

Non-Executive Director Mr. Om Prakash Munjal

Non-Executive & Independent Director

Mr. Satoshi Toshida


Mr. Motohide Sudo


Mr. Narinder Nath Vohra


Mr. Pradeep Dinodia


Gen. (Retd.) Ved Prakash Malik


Mr. Analjit Singh


Dr. Pritam Singh


Dr. Vijay Laxman Kelkar


Ms. Shobhana Bhartia


Mr. Sunil Bharti Mittal

MILESTONES


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YEAR EVENT

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 amongst top 10 Indian Companies)

Sponsored 'India-England Women's Cricket Series'

Sponsored 'Hero Honda Masters Golf Championship'

Dawn model introduced

Entrepreneur of the Year Award conferred upon the Chairman, Mr. Brijmohan Lall by Business Standard

Company of the Year for Corporate Excellence by the Economic Times

Ambition model introduced

Giants International Award to the Chairman, Mr. Brijmohan Lall in the field of Business & Industry

Appointed Virender Sehwag, Mohammad Kaif, Yuvraj Singh, Harbhajan Singh and Zaheer Khan as Brand Ambassadors

Business Leadership Award conferred upon the Chairman, Mr. Brijmohan Lall by Madras Management Association

Mr. Pawan Munjal, Managing Director of Hero Honda Motors Ltd. Appointed as the Chairman of Asian PGA Tour Board of Directors

Sponsored 'Second Indian Television Academy Award'


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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 top 10 Inidan Companies)

Passion model introduced

Achieved OM - One million production in one single year

Joy Model launched

Entrepreneur of the Year Award conferred upon the Chairman, Mr Brijmohan Lall by Ernst & Young

50,00,000th Bike produced

'Three Leaves Award for Environment' to Hero Honda by Centre for Social & Environment Green Rating Project.

Sponsored '21st Cinema Express Award'

Sponsored 'India-England Test Series'

Sponsored 'First Indian Television Academy Award'

2000 Sponsored 'Hero Honda NKP Salve Challenger Trophy'

Sponsored 'Stardust Hero Honda Millennium Honours Award'


Appointed Sourav Ganguly & Hrithik Roshan as Brand Ambassadors

Environment Performance Award to Hero Honda Dharuhera Plant by Haryana State Pollution Control Board

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

4,000,000th motorcycle produced

Sponsored '20th Cinema Express Award'

Splendor declared World No. 1 - largest selling single two-


CITY BIKES POINT

wheeler model

Passport Programme - Customer Relation Programme launched

Sir Jehangir Ghandy Medal for Industrial Peace conferred upon the Chairman, Mr. Brijmohan Lall by XLRI, Jamshedpur

1999 25,00,000th motorcycle produced

CBZ model launched

Sponsored '7th World Cup Cricket tournament' at England

Environment Management System of Dharuhera plant certified with ISO 14001 by DNV Holland

Raman Munjal Memorial Hospital inaugurated


Suhana Safar - Customer Relation Programme launched

30,00,000th Motorcycle produced in December

Best Productivity Award for the best performance in Automobile & Tractor Sector by National Productivity Council presented by Vice President of India


Hero Honda Masters Golf Championship started

Business Leader of the Year conferred upon the Chairman, Mr. Brijmohal Lall by Business Baron


Street model introduced

Foundation stone of Raman Munjal Vikas Kendra foundation stone laid by Chief Minister of Haryana

Gurgaon plant inaugurated by Honda President


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Sponsored 6th Women World Cup Tournament

Distinguished Entrepreneurship Award conferred upon the Chairman Mr Brijmohan Lall By PHD Chamber of Commerce & industry

1200 motorcycles per day production started

1996 Hero Honda becomes first company to serve Army, Navy & Air Force with its 100cc motorcycles

1000 motorcycles per day production started

1995 800 motorcycles per day production started

National Award for Outstanding contribution to the Development of Indian Small Scale Industry (NSIC Award - Presented by President of India)

The Analyst Award 1995 presented to Hero Honda Motors Limited on being ranked 9th amongst the most investor rewarding Companies in India

1994 Splendor model introduced

10,00,000th motorcycle produced

The Businessman of the Year award is conferred upon the Chairman Mr Brijmohan Lall - by Business India Group of Publications

1993 750,000th Motorcycle produced

Sponsored Hero Group - Five Nations Cricket Tournament

1992 A school named Raman Kant Vidya Mandir inaugurated in memory of the first Managing Director of Hero Honda Motors Limited

1991 500,000th motorcycle produced

CD 100SS model introduced

Mobile Service Workshop launched

Economic Times-Harvard Business School Award for


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Excellent Governance to Hero Honda Motors Ltd.

Hero Honda moved into India's Top 100 Companies - Ranked 87

1990 400,000th Motorcycle produced

Pegasus Award from Readers Digest for campaigning 'One Litre Road'

1989 Sleek model introduced

300,000th Motorcycle produced

1988 Hero Honda Family Club formed at Gurgaon

200,000th motorcycle produced

1987 Engine plant started

1,00,000th Motorcycle produced

1986 Quality circles launched

1985 First motorcycle (Model CD 100) produced

200 motorcycles per day production

1984 Company incorporated

Technical collaboration signed

Foundation stone laid

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

Shareholders Agreements signed


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This is proved by the company's sales over the years :

1985-86 43,000 units

1989-90 96,200 units

1998-99 5,30,600 units

1999-00 7,61,210 units

2000-01 10,29,555 units

2001-02 14,25,195 units

2002-03 16,77,537 units

2003-04 20,70,147 units

2004-05 26,21,400 units

SALES PERFORMANCE

Mar'05 Mar'06 Apr'04-Mar'05 Apr'05-Mar'06

Total Sales 231593 272312 2621400 3000751

Exports (incl in above)

7765 6913 64015 92667

Hero Honda’s sales escalates to an unprecedented 3 million + Units in FY

2005-06

SELLS 2.7 LAKH UNITS IN MARCH 2006

CONTINUES TO DOMINATE THE MOTORCYCLE SEGMENT AS

THE NO. 1 PLAYER

New Delhi, April 01, 2006: Hero Honda, the ‘World No.1’ two wheeler

manufacturer for the fifth year in a row, has set yet another precedent for

the Indian two-wheeler industry by recording incredible sales in FY

2005-06. The company’s sales crossed the landmark 3-million mark, for the


CITY BIKES POINT

first time ever in the Indian two-wheeler industry tallying to 30,00,751

units for FY 05-06.

The company recorded sales of 2, 72,312 units during the month of

March 2006 out of which 2, 64,816 came out of motorcycles sales and 7,496

were from scooters. The sale of motorcycles grew by a significant 14.34% as

compared to the corresponding month last year. The company sold 2, 64,816

units of motorcycles in March 2006 as against 2, 31,593 units in March

2005.

Hero Honda’s achievement of the landmark 3 million plus sales

(including motorcycles and scooters) within a single year is an extraordinary

feat considering the growing competition in the two-wheeler market and is

certain to redefine industry standards.

Expressing his delight over the company’s performance Mr. Pawan

Munjal, Managing Director, Hero Honda Motors Ltd. said, “Our sales

performance of 3 million motorcycles during the financial year 2005-06 is a

testimony to the success of our customer centric business philosophy. Month

over month, our sales have been witnessing an upsurge signifying the

success of our new models launched recently”.

With the Financial Year ending Hero Honda’s cumulative sales for

motorcycles for the period April 05-March 06 has also registered a

significant growth of 13.72% over the corresponding period in the previous

year. The company’s cumulative sales tally for motorcycles has thereby

increased to 29, 81,175 units, a jump from 26, 21,400 units in 2004-05.


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During the month of March the company also announced national

launch of ‘Pleasure’, the company’s first gearless scooter in the Indian

market. The company has already sold 19,576 units of the scooter since its

launch in January 2006.

Mission Statement

“We, at Hero Honda, are continuously striving for synergy between

technology, systems, and human resources to provide products and

services that meet the quality, performance, and price aspirations of our

customers. While doing so, we maintain the highest standards of ethics

and societal responsibilities, constantly innovate products and processes,

and develop teams that keep the momentum going to take the company to

excellence in the new millennium”.


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CITY BIKES POINT PVT LTD


CITY BIKES POINT

City Bikes Point pvt Ltd is an authorized dealer in Bangalore for Hero

Honda, being one of the leading manufacturers of motorcycles in India. The

City Bikes Point comes into existence in the year 2002, by Basawaraj and

Patil. All of them are highly qualified and a dynamic professional whose

constant endeavor has been to earn the goodwill of the customers and usher

in professional excellence in all spheres of automotive franchise.

City Bikes Point market and service Hero Honda motor even popular

like Hero Honda Karizma, cd dawn, cd deluxe, passion, splendor+, & Super

Splendor through our sales and service outlets at Bangalore. We are

conveniently located in the heart of city providing better access to the proud

owners as well as prospective buyers we are a 25 strong force committed to

excellence in servicing our esteemed customers.

Our sales team is made up of dedicated showroom and field executive

who are professionally trained by Hero Honda Ltd. they are adopt at

building the customer through the entire sales process right form assisting in

choice of model, colors and features up to lending a helping hand in

arranging finance at competitive price.

Our service center is equipped with the state of the art equipment and

is in line with Hero Honda’s worldwide standards. Our service team is

technically qualified and trained to analyze and provide economically

working solutions to satisfy even the most demanding customers.


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VISION

“Focused on customer delight in our field of Endeavour”

MISSION STATEMENT

“To provide good service to the customer to maintain total customer

satisfaction and maintain an enduring relationship with the customers and

suppliers”

ADVERTISING THE PRODUCTS IN CITY BIKES POINT:

City Bikes Point has taken many programs for advertising its product

such as

Full or off page advertising in many newspapers.

Loans from many financial institutions

Exchange mela’s

Offers like low rates for some festivals.

These are some of the activities made by the City Bikes Point for

advertising their products.

The City bikes point is also combined or collaborated with ICICI

Insurance and loans on bikes. The ICICI bank sends to employee to guide


CITY BIKES POINT

the customer who wants to purchase the bike. They are well educated

persons.

Hero Honda introduced another concept on service called Passport.

The customer must pay the money of Rs.175 for Passport. The passport will

help to give a discount of 5% on every service bill. It is available in City

Bikes Point.

If the customer required the door delivery they are providing it. The

City bikes point work daily from 8.30 mornings to 6.30 evening. The City

bikes point having skilled

The City bikes point is also having another branch in Kengeri

Upanagar it is named as SS Motors. It is also an outlet of Hero Honda

Company. Here also there is a service center and selling of Hero Honda

products.

They provided the customer to give questionnaire and enquire or face

to face interview. I met the entire customer in my project time. I come to

know that all most all of them were satisfied with the service of the City

Bikes Point. In entire customer only 50 of them co-operated with me and

other are in hurry and not having time to attend me. In the face to face

contact they all are happy with the service of the City Bikes Points.

PRODUCT PROFILE


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“A Product is the bundle of utilities consisting of various product features

and accompanying service”

Hero Honda offers a wide range of bikes

Hero Honda - Karizma

Hero Honda cd dawn

Hero Honda cd deluxe

Hero Honda passion

Hero Honda splendor+

Hero Honda Super Splendor

Moped

Hero Honda Pleasure


CITY BIKES POINT

The Detailed profile of Hero Honda splendor+ and Hero

Honda Super Splendor was undertaken for study

Engine 4-Stroke OHC, Single Cylinder, Air Cooled

Bore X Stroke 52.4 X 57.8 mm

Displacement 124.7 cc

Compression Ratio 9.1: 1

Max Power 6.72 Kw (9 BHP) @ 7000 rpm

Torque 10.35 Nm @ 4000 rpm

Max Speed 90 Kmph

Clutch Multiplate Wet

Final Drive Roller Chain

Ignition Digital - CDI Ignition (AMI)

Advanced Micro Processor Ignition system

Starting Self Start

Frame Tubular Double Cradle

Suspension Front : Telescopic Hydraulic Fork

Rear : Swing Arm with Hydraulic Shock Absorbers

Dimensions (LXWXH) 1995 X 735 X 1095 mm

Wheel Base 1265 mm

Ground Clearance 150 mm

Kerb Weight 121 Kg


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Tyres Front : 2.75 X 18 - 4 PR / 42P

Rear : 2.75 X 18 - 6 PR / 48P

Brakes Front Drum Type : Internal Expanding Type - 130 mm Dia

Rear Drum Type : Internal Expanding Type - 130 mm Dia

Fuel Tank Capacity 12 Ltrs. (Min)

Head Light 12V - 35W Multi Reflector Halogen Bulb - AC Type

The world's best-selling motorcycle just got better. The Splendor+ is a bike

that will stop you right in your tracks both by its looks and performance.

Needless to add, owning a Splendor+ means a lot of other things too. Like

getting admiring looks Or the pride of riding a motorcycle that meets the

pollution control standards of this decade. That's the Splendor+. The new

face of trust


CITY BIKES POINT


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DATA ANALYSIS

Table 1

Table Showing the Classification of customers on the basis of Age Group

Years No of respondents Percentage

Below 20 2 4%

21-30 21 42%

31-40 20 40%

40 & above 7 14%

Total 50 100%

Chart 1

Chart showing the classification of customers on the base of Age Group

Below 20, 2, 4%

21-30, 21, 42%

31-40, 20, 40%

40 & above, 7,

14%

Below 20 21-30 31-40 40 & above

INFERENCE: From the above data it is clear that, the Majority of the

respondents who have purchased Splendor+ and Super splendor belong to

the age group of 21-30 and also 31-40 these two age group prefer the Hero

Honda bikes.


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Table 2

Table showing the Occupation of the Respondents

Occupations No of respondents Percentage

Government 3 6%

Private 20 40%

Businessmen 16 32%

Professional 3 6%

Student 4 8%

Other 4 8%

Total 50 100%

Chart 2

Chart showing Occupational Distribution of Respondents

Government, 3, 6%

Private, 20, 40%

Businessmen, 16, 32%

Professional, 3, 6%

Student, 4, 8%Other, 4, 8%

Government

Private

Businessmen

Professional

Student

Other

From the above data it is concluded that the Most of the Respondents

belongs to Private employee and Businessmen.


CITY BIKES POINT

Table 3

Table showing the Annual Incomes of the Respondents

Annual Income No of respondents Percentage

Below 1lakh 30 60%

1lakh-2lakh 14 28%

2lakh-3lakh 4 8%

3lakh & above 0 0%

TOTAL 48 96%

Chart 3

Chart showing the Annual Income of Respondents

Below 1lakh, 30, 63%

1lakh-2lakh, 14, 29%

2lakh-3lakh, 4, 8%

3lakh & above, 0, 0%

Below 1lakh

1lakh-2lakh

2lakh-3lakh

3lakh & above

From the above data 63% of the Respondents belong to the Income group of

below 1lakh. This shows that brand of Hero Honda Splendor+ and Super

Splendor seems to have been targeted to Medium and lower class family.


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Table 4

Table showing does the design of Bike suits to Indian Roads

Dose design of Motor Cycle suits for Indian Roads No of respondents Percentage

yes 50 100%

no 0 0%

Total 50 100%

Chart 4

Chart showing Whether the Bike is suits for the Indian Roads

yes, 50, 100%

no , 0, 0%

yes

no

From the above data reveals that The Hero Honda Splendor+ and Super

Splendor well suited to the Indian Roads conditions.


CITY BIKES POINT

Table 5

Table showing how many Kilometers the Respondents drive per day

Kms drive per day No of respondents Percentage

Below 40 22 44%

40-60 13 26%

60-80 7 14%

80 & above 8 16%

Total 50 100%

Chart5

Chart showing Kilometers they drive per day

Below 40, 22, 44%

40-60, 13, 26%

60-80, 7, 14%

80 & above, 8, 16%

Below 40

40-60

60-80

80 & above

From the above data it is show that maximum Respondents will drive below

40 kilometers.

Table 6


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Table showing Technical specification (quality) Criteria to buy the bike

Quality Criteria No of respondents Percentage

Style 6 12%

Price 2 4%

Engine 11 22%

Mileage 31 62%

Total 50 100%

Chart 6

Chart showing Technical Specification to buy

Style, 6, 12%

Price, 2, 4%

Engine, 11, 22%Milege, 31,

62%

Style

Price

Engine

Milege

From the above data we found that Mileage is the most important criteria to

buy the Hero Honda Splendor+ and Super Splendor.

Table 7


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Table showing respondent’s opinion about the quality of vehicle

Quality of Vehicle No of respondents Percentage

Very good 9 18%

Good 30 60%

Average 11 22%

Total 50 100%

Chart 7

Chart showing Quality of the Vehicle

Very good, 9, 18%

Good, 30, 60%

Average, 11, 22%

Very good

Good

Average

From the above data the people say that Quality of the Vehicle is good.

Table 8


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Table showing rating of the respondents towards some criteria to purchase

Rating or Ranking Price Color Mileage

Handling Convenienc

e Total

Rank 1 9 6 30 5 50

Rank 2 9 12 13 16 50

Rank 3 10 18 4 18 50

Rank 4 22 14 3 11 50

Total 50 50 50 50

Chart 8

0

5

10

15

20

25

30

35

Price Color Mileage HandlingConvenience

Rank 1 Rank 2 Rank 3 Rank 4

Table 9


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Table showing preference of same mileage of with gear and without gear vehicle

Preference of same mileage No of respondents Percentage

With Gear 39 78%

Without Gear 11 22%

Total 50 100%

Chart 9

Chart showing Preferance towards with gear and without gear Vehicle if there is same Mileage

With Gear, 39, 78%

Without Gear, 11, 22%

With Gear

Without Gear

From the above data many people are prefer the with gear vehicle if the

mileage is same as compare to the without gear vehicle. It means that Hero

Honda Product will have the same demand.

Table 10

Table showing the color of the respondent bike


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Color of Respondents Bike No of respondents Percentage

Red 0 0%

Blue 20 40%

Black 26 52%

Other 4 8%

Total 50 100%

Chart 10

Chart showing Color of Respondents Bike

Red, 0, 0%

Blue, 20, 40%

Black, 26, 52%

Other, 4, 8%

Red

Blue

Black

Other

From the above data black is the more preferable color in the market.

Table 11

Table showing reason for choosing the color


CITY BIKES POINT

Reasons for Choosing the Color No of respondents Percentage

Favorite 21 42%

Best Color 15 30%

Pleasant 10 20%

Available 4 8%

Total 50 100%

Chart 11

Chart showing Reason for choosing the color

Favorite, 21, 42%

Best Color, 15, 30%

Pleasant, 10, 20%

Available, 4, 8%

Favorite

Best Color

Pleasant

Available

Table 12

Table showing respondents faced any problem (technically which is not known)


CITY BIKES POINT

Faced any Problem in bike No of respondents PercentageYes 8 16%No 42 84%

Total 50 100%

Chart 12

Chart showing Problem faced by respondents

Yes, 8, 16%

No, 42, 84%

Yes

No

From the above data it is confirm that there are no problems with Hero

Honda Splendor+ and super splendor. So it is technically checked and

granted from the people.

Table 13

Table showing want to have a self starter

Self Starter No of respondents Percentage


CITY BIKES POINT

Yes 33 66%

No 17 34%

Total 50 100%

Chart 13

Chart showing Self starter which is not having any Maintenance Cost

Yes, 33, 66%

No, 17, 34%

Yes

No

From the above data many of the people told yes they required the self

starter in bike. It is more convenient in traffic.

Table 14

Table showing the average maintenance cost per month


CITY BIKES POINT

Maintenance cost per month No of respondents Percentage

Below 100 28 56%

100-200 7 14%

200-300 10 20%

300 & above 5 10%

Total 50 100%

Chart 14

Chart showing Maintenance cost per month

Below 100, 28, 56%

100-200, 7, 14%

200-300, 10, 20%

300 & above, 5, 10%

Below 100

100-200

200-300

300 & above

From the above data we can say that the Hero Honda Splendor+ and Super

Splendor is very economy bike. Less maintenance cost to maintain monthly.

It will very helpful for middle class and lower middle class family people.

Table 15

Table showing how much respondents influenced form promotional strategy


CITY BIKES POINT

Promotional Strategies No of respondents Percentage

T.V 12 24%

Print Media 4 8%

Road Shows 15 30%

Other 19 38%

Total 50 100%

Chart 15

Chart showing Promotional Strategy

T.V, 12, 24%

Print Media, 4, 8%

Road Shows, 15, 30%

Other, 19, 38%

T.V

Print Media

Road Shows

Other

From the above data Hero Honda is not improve by any strategies like TVs.

or Papers etc.

Table 16

Table showing how much respondents influenced by others


CITY BIKES POINT

Who influenced to buy No of respondents Percentage

Family Members 9 18%

Friends 32 64%

Relatives 1 2%

Neighbors 0 0%

Not Answered 8 16%

Total 50 100%

Chart 16

Chart showing Influenced to buy bike

Family Members, 9,

18%

Friends, 32, 64%

Relatives, 1, 2%Neighbors, 0,

0%

Not Answered, 8, 16%

Family Members Friends Relatives Neighbors Not Answered

From the above data we can say that Friends play a major role in purchasing.

Table 17

Table showing Rate of satisfaction towards vehicle


CITY BIKES POINT

Rate of Satisfaction No of respondents Percentage

Low 3 6%

Moderate 33 66%

High 13 26%

Very High 1 2%

Total 50 100%

Chart 17

Chart showing Rate of satisfaction

Low, 3, 6%

Moderate, 33, 66%

High, 13, 26%Very High, 1, 2%

Low

Moderate

High

Very High

Table 18

Table showing respondent’s opinion towards demand of the vehicle


CITY BIKES POINT

Demand of Vehicle No of respondents Percentage

High 26 52%

Low 2 4%

Average 22 44%

Total 50 100%

Chart 18

Chart showing the Demand of Vehicle in the opinion of Respondents

High , 26, 52%

Low, 2, 4%

Average, 22, 44%

High

Low

Average

From the above data the demand of vehicle is high. It is true in the view of

the owner of the showroom.

Table 19

Table Showing Could this bike can sold without advertisement


CITY BIKES POINT

Without Advertisement can we sell this bike No of respondents Percentage

Yes 29 58%

no 7 14%

May be 14 28%

Total 50 100%

Chart 19

Chart showing Can this bike be sold without Advertisement

Yes , 29, 58%

no, 7, 14%

May be, 14, 28%

Yes

no

May be

From the above table it is clear that 58% of the respondents were told that

vehicle or Hero Honda Splendor+ and Super Splendor can sell without

advertisement.


CITY BIKES POINT

FINDINGS


CITY BIKES POINT

From the survey it reveals that customers are not satisfied with the

focus of light which is provided from the company.

From the survey conducted it reveals that 60% of the respondents

belong to the income group of below 1lakh.

From the survey conducted it reveals that 20 of them were working in

the Private sector and 16 of them Businessmen.

From the survey conducted it is evident that most of the owners use

their bikes for below 40 km/day geographical scatter of the Bangalore

city.

From this analysis it is clear that the dominant feature in Hero Honda

splendor+ and Super Splendor is mileage according to the customer’s

expectation.

In the survey conducted, to find out alternative brands considered

before the purchase of Hero Honda Splendor+ and Super Splendor it

is seen that respondents had considered other bikes such as Pulsar and

other Hero Honda product


CITY BIKES POINT

From this survey it reveals that 32 respondents out of 50 have been

influenced by their friends to purchasing Hero Honda Splendor+ and

Super Splendor

From this survey the respondent says that if they get same mileage of

with gear and without gear vehicle. They prefer with gear vehicle.

From this survey the respondents like to wish to have self starter.

Bajaj-Pulsar is the very close competitor with Hero Honda.

The customers are complaining about speedometers.

The customers have very poor knowledge regarding the maintenance

of vehicle.


CITY BIKES POINT

SUGGESTION


CITY BIKES POINT

The Indian customers are still price sensitive, so company should try

to bring down the price of its vehicles, to the extent possible.

Hence the company’s R&D department should put up efforts to

improve the quality of speedometers or put the digital speedometer.

Hence the company should conduct demonstrations and seminar to the

customers regarding maintenance. The best time and place for this is

when the customer comes for the service of the vehicle to the

showroom or service center.

The customers are less attracted from TV and other Medias from our

survey, so keep old customer as best customer.

The company should maintain the same type of technology because

our survey shows that the customers are well satisfied with the

vehicle.

Some of the customers are asking to improve the material strength.

CONCLUSION

The future of any business is tense. The future cannot be predicted all

you can do is think systematically about it. There are professional who look


CITY BIKES POINT

ahead to the longer term and who believe that this skill can be achieved. By

looking ahead, confronting he future and watching the trends unfold, the

world becomes less random, patterns, emerge and new threats are foreseen

and avoided and new opportunities are identified and exploited.

This study was done to analyze the buying behavior and customer

satisfaction of Hero Honda Splendor+ and Hero Honda Super Splendor in

Bangalore. Primary and secondary data collected were analyzed in the light

of objective set for the study from the survey reports; it was found that bike

was being rated the best with regard to the satisfactory levels among the

customers.

This study would benefit to Hero Honda Company in understanding the

various facts of consumers behavioral pattern and changes. Thus benefiting

them to understand the wants and needs of the customer and cater their

product in a more customized manner. To act further the comparative study

of the product would help in product enhancement the competitor product.

The evaluation of the competitor strategies and performance would assess

the company in devising strategies for product promotion and distribution.


CITY BIKES POINT

BIBLIOGRAPHY


CITY BIKES POINT

1) Principles of Marketing: Philip Kotler

2) Marketing Management: Pride Ferral

3) Company websites: www.herohonda.com


http://www.herohonda.com/

CITY BIKES POINT

QUESTIONNAIRE

Dear Respondents,

I am Harsha P.R., a final semester student of MBA in Surana College, Bangalore and as a part of my curriculum. I am doing a project report on “THE STUDY ON BUYING BEHAVIOR AND CUSTOMER


CITY BIKES POINT

SATISFACTION” towards HERO HONDA SPLENDOR+ and SUPER SPLENDOR motorcycle in Bangalore City. So I would be thankful, if you kindly help me with your opinions. I promise to keep the replies confidential except for the purpose of study.

Name:

Address:

Age: Below 20 [ ] 21-30 [ ] 31-40 [ ] 40&above [ ]

Occupation: Government [ ] Private [ ] Businessmen [ ]

Profession [ ] Student [ ] Other [ ]

Annual Income: Below 1lakh [ ] 1lakh-2lakh [ ]

2lakh-3lakh [ ] 3lakh & above [ ]

1) Do you think the design of bike is well suited for Indian road conditionYES [ ] NO [ ]

2) How many kilometers do you drive per day?

BELOW 40 [ ] 40-60 [ ] 60-80[ ] 80 & ABOVE [ ]

3) Which technical specification (quality) criteria made you to buy this bike?


CITY BIKES POINT

STYLE [ ] PRICE [ ] ENGINE cc [ ] MILEGE [ ]

4) What is your opinion about the quality of vehicle?

VERY GOOD [ ] GOOD [ ] AVERAGE [ ]

5) Rate the following factors, which influenced you to purchase this bike. 1-for most important 5-for least important

PRICE 5[ ] 4[ ] 3[ ] 2[ ] 1[ ]PERFORMANCEa) COLOR 5[ ] 4[ ] 3[ ] 2[ ] 1[ ]b) MILEAGE 5[ ] 4[ ] 3[ ] 2[ ] 1[ ]c) HANDLING CONVENIENCE 5[ ] 4[ ] 3[ ] 2[ ] 1[ ]

6) If you get same mileage of with gear vehicle and without gear vehicle. Which one do you prefer?

WITH GEAR [ ] WITHOUT GEAR [ ]

7) What is the color of your bike?

RED [ ] BLUE [ ] BLACK [ ] OTHER [ ]

8) Reason for choosing the color.

FAVORITE [ ] BEST COLOR [ ] PLEASANT [ ] AVAILABLE [ ]

9) Have you faced any problem with your bike till now?

YES [ ] NO [ ]

10) Do you want to have a self starter? Which will not have any maintenance cost?

YES [ ] NO [ ]11) If there is some thing in your bike that you would like to change.

___________________________________________________

12) What is the average maintenance cost per month (excluding fuel)?

BELOW 100 [ ] 100-200 [ ] 200-300 [ ] 300 & ABOVE [ ]


CITY BIKES POINT

13) By what kind of promotional strategy you had been influenced.

T.V [ ] PRINT MEDIA [ ] ROAD SHOW [ ] OTHER [ ]

14) Who influenced you to buy this bike?

FAMILY MEMBERS [ ] FRIENDS [ ]

RELATIVES [ ] NEIGHBORS [ ]

15) If this bike were not in market which other bike you would like to purchase ______________________________________________________.

16) Please specify the rate of satisfaction.

LOW [ ] MODERATE [ ] HIGH [ ] VERY HIGH [ ]

17) What is your opinion on the Demand of vehicle?

HIGH [ ] LOW [ ] AVERAGE [ ]

18) Could this bike be sold if there is no advertisement?

YES [ ] NO [ ] MAY BE [ ] 19) Any special suggestions to improve Hero Honda Splendor+ or Super

Splendor.________________________________________________________________________________________________________________________________.

Date:Place: Signature

Thank you for your co-operation.


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