hero satisfaction proj
DESCRIPTION
The document Hero Satisfaction is a project report on customer satisfaction towards Hero Bikes.TRANSCRIPT
Chapter – 1
Introduction
Industry profile
Company
Economic growth during liberalization measures
Growth of two wheeler industry during the last decade
Organizational profile
Need of the study
Literature Review and Gaps
Objectives of the study
Limitations of the study
INTRODUCTION
Marketing is fast moving and exciting activity in everybody activates. The sellers,
distributors, advertising agencies, consultants, transporters, financers, store agencies and every
one as a counter are part of the marketing system. Any exchange process be it consumer, goods,
intermediary goods, services of ideas, comes under the preview of marketing. It is very often
regarded that the development of markets and marketing is synonymous with the economic
development of account. Through marketing is an age-old activity: it has developed recently as
an action discipline. In the ever-growing corporate world, marketing is being regarded as a
crucial element for the success of an Enterprise.
Consumer Satisfaction is very essential for every product to survive in the market.
Because a satisfied consumer can help the business by placing future demands to the company
and passing the word of mouth to other potential consumers. So it is very important for the
company to take care of the consumers and make them satisfied.
Although the consumer-centered from seeks to create high consumer satisfaction,
that is not its ultimate goal. If the company increases consumer satisfaction by lowering its price
or increasing its services, the result may be lower profits. The company might be able to increase
its profitability by means other than increased satisfaction.
Also, the company has many stakeholders, including employees, dealers, suppliers and
stockholders. Spending more to increase consumer satisfaction might divert funds from
increasing the satisfaction of others “partners”. Ultimately, the company must operation the
philosophy that it is trying to deliver a high level of consumer satisfaction subject to delivering
acceptable levels of satisfaction to the other stakeholders, given its total resources.
Preferences:
Each consumer has preferences for certain of the goods and services that are available in
the market. Buyers also have a good idea of how much marginal utility they will get from
successive units of the various products they might purchase. However, the amount of marginal
& total utility that the people will get will be different for every individuals in the group because
all individuals have different taste and preferences.
Budget Constraint:
The consumer has a fixed, limited amount of money income. Because each consumer
supplies a finite amount of human and property resources to society, he or she earns only limited
income. Every consumer faces a budget constraint
There is infinite demand, but limited income
Prices:
Goods are scarce because of the demand for them. Each consumers purchase is a part of the total
demand in a market. However, since consumers have a limited income, they must choose the
most satisfying combination of goods based partially on prices. For producers, a lower price is
needed in order to induce a consumer to buy more of their product.
The study of consumers helps firms and organizations improve their marketing strategies
by understanding issues such as how The psychology of how consumers think, feel, reason, and
select between different alternatives (e.g., brands, products);The the psychology of how the
consumer is influenced by his or her environment (e.g., culture, family, signs, media);The
behavior of consumers while shopping or making other marketing decisions; Limitations in
consumer knowledge or information processing abilities influence decisions and marketing
outcome;
INDUSTRY PROFILE
HISTORY OF THE TWO WHEELERS:
The Britannica Encyclopedia a motorcycle as a bike or tricycle propelled by an internal –
combustion engine (or, less often by an electric engine). The automobile was the reply to the
19th –century reams of self-propelling the horse-drawn carriage. Similarly, the invention of the
motorcycle created the self –propelling bicycle. The first commercial design was three-wheeler
built by Edward Butler in Great Britain in 1884. This employed a horizontal single-cylinder
gasoline engine mounted between two steer able front wheels and connected by a drive chain to
the rear wheel. The 1900s saw the conversion of many bicycles or pedal cycles by adding small,
centrally mounted spark ignition engine engines. There was then felt the need for reliable
constructions. This led to road trial tests and competition between manufacturers. Tourist
Trophy (TT) races were held on the Isle of main in 1907 as reliability or endurance races. Such
were the proving ground for many new ideas from early two-stroke-cycle designs to
supercharged multivalent engines mounted on aerodynamic, carbon fiber reinforced bodywork.
INVENTION OF TWO WHEELERS:
The invention of two wheelers is a much-debated issue. “Who invented the first
motorcycle?” May seem like a simple question, “safety”, bicycle, i.e., bicycle with front and
rear wheels of the same size, with a pedal crank mechanism to drive the rear wheel. Those
bicycles in turn described from high-wheel bicycles. The high –wheelers descended from an
early type of pushbike, without pedals, propelled by the rider’s feet pushing against the ground.
These appeared around 1800, used iron banded wagon wheels, and were called “bone-crushers”,
both for their jarring ride, and their tendency to toss their riders. Gottiieb Daimler (who credited
with the building the first motorcycle in 1885, one wheel in the front and one in the back,
although it had a smaller spring-loaded outrigger wheel on each side. It was constructed mostly
of wood, the wheels were of the iron-banded wooden-spooked wagon-type and it definitely had a
“bone-crusher” chassis!
FURTHER DEVELOPMENTS:
Most of the developments during the early phase concentrated on three and four-wheeled
design since it was complex enough to get the machines running with out having to worry about
them falling over. The next notable two-wheeler though was the Hildebrand & Wolf Mueller,
patented in Munich in 1894. In 1895, the French firm of DeDion-button built and engine that
was to make the mass production and common use of motorcycle possible. The first motorcycle
with electric start and a fully modem electrical system; the Hence special from the Indian
Motorcycle Company astounded the industry in 1931. Before World War 1, IMC was the largest
motorcycle manufacturer in the world producing over 20000 bikes per year.
INCREASING POPULARITY:
The popularity of the vehicle grew especially after 1910, in 1916; the Indian motorcycle
company introduced the model H racer, and placed it on sale. During World War 1, all branches
of the armed forces in Europe used motorcycles principally for dispatching. After the war, it
enjoyed a sport vogue until the Great Depression began in motorcycles lasted into the late 20 th
century; weight the vehicle being used for high-speed touring and sport competitions. The more
sophisticated of a 125cc model. Since then, an increasing number of powerful bikes have blazed
the roads.
HISTORICAL INDUSTRY DEVELOPMENTS:
Indian is the second largest manufacturer and producer to two wheelers in the World. It
stands next only to Japan and China in terms of the number of V produced and domestic sales
respectively. This destination was achieved due to variety of reason like restrictive policy
followed by the government of India towards the passenger car industry, rising demand for
personal transport, inefficiency in the public transportation system etc. The Indian two-wheelers
industry made a small beginning in the early 50s when Automobile products of India (API)
started manufacturing scooters in the country. Until 1958, API and Enfield were the sole
producers.
The two –wheelers market was opened were opened to foreign competition in the mid-
80s. And the then market leaders-Escorts and Enfield – were caught unaware by the onslaught of
the 100cc bikes of the four Indo- Japanese joint ventures. With the availability of fuel-efficiency
low power bikes, demand swelled, resulting in Hero Honda –then the only producer of four
stroke bikes (100cc category), gaining a top slot.
The first Japanese motorcycles were introduced in the early eighties. TVS Suzuki and
Hero Honda brought in the first two-stroke and four-stroke engine motorcycles respectively.
These two players initially started with assembly of CKD Kits, and later on progressed to
indigenous manufacturing.
The industry had a smooth ride in the 50s, 60s and 70s when government prohibited new
entries and strictly controlled capacity expansion. The industry saw a sudden growth in the 80s.
The industry witnessed a steady of 14% leading to a peak volume of 1.9 mn vehicles in 1990.
In 1990 the entire automobile industry saw a drastic fall in demand. This resulted in a
decline of 15% in 1991 and 8% in 1992, resulting in a production loss of 0.4mn vehicles.
Barring Hero Honda, all the major producers suffered from recession in FY93 and FY94. Hero
Honda showed a marginal decline in 1992.
The reason for recession in the sector were the incessant rise in fuel prices, high input costs
and reduced purchasing power due to significant like increased production in 1992, due to new
entrants coupled with recession in the industry resulted in companies either reporting losses or a
fall in profits.
COMPANY PROFILE
Hero Motocorp Ltd., formerly Hero Honda, is an Indian motorcycle and scooter
manufacturer based in New Delhi, India. Hero Honda started in 1984 as a joint venture between
Hero Cycles of India and Honda of Japan. The company is the largest two wheeler manufacturer
in India. The 2006 Forbes 200 Most Respected companies list has Hero Honda Motors ranked at
#108.
In 2010, when Honda decided to move out of the joint venture, Hero Group bought the
shares held by Honda. Subsequently, in August 2011 the company was renamed Hero MotoCorp
with a new corporate identity. On 4 June 2012,Hero Motocorp approved a proposal to merge the
investment arm of its parent Hero Investment Pvt. Ltd. into the automaker. The decision comes
after 18 months of its split from Honda Motors.
“Hero” is the brand name used by the Munjal brothers for their flagship company, Hero
Cycles Ltd. A joint venture between the Hero Group and Honda Motor Company was
established in 1984 as the Hero Honda Motors Limited at Dharuhera, India. Munjal family and
Honda group both owned 26% stake in the Company. In 2010, it was reported that Honda
planned to sell its stake in the venture to the Munjal family.
During the 1980s, the company introduced motorcycles that were popular in India for
their fuel economy and low cost. A popular advertising campaign based on the slogan 'Fill it –
Shut it – Forget it' that emphasised the motorcycle's fuel efficiency helped the company grow at
a double-digit pace since inception. The technology in the bikes of Hero Honda for almost 26
years (1984–2010) has come from the Japanese counterpart Honda.
Hero MotoCorp has three manufacturing facilities based at Dharuhera, Gurgaon in
Haryana and at Haridwar in Uttarakhand. These plants together are capable of churning out 3
million bikes per year. Hero MotoCorp has a large sales and service network with over 3,000
dealerships and service points across India. Hero Honda has a customer loyalty program since
2000, called the Hero Honda Passport Program.
The company has a stated aim of achieving revenues of $10 billion and volumes of 10
million two-wheelers by 2016–17. This in conjunction with new countries where they can now
market their two-wheelers following the disengagement from Honda. Hero MotoCorp hopes to
achieve 10 per cent of their revenues from international markets, and they expected to launch
sales in Nigeria by end-2011 or early-2012. In addition, to cope with the new demand over the
coming half decade, the company was going to build their fourth factory in South India and their
fifth factory in Western India. There is no confirmation where the factories would be built.
VISION
The story began with a simple vision – the vision of a mobile and an empowered India,
powered by its bikes. Hero MotoCorp Ltd., company’s new identity, reflects its commitment
towards providing world class mobility solutions with renewed focus on expanding company’s
footprint in the global arena.
MISSION
Hero MotoCorp’s mission is to become a global en terprise fulfilling its customers’ needs
and aspirations for mobility, setting benchmarks in technology, styling and quality so that it
converts its customers into its brand advocates. The Company will provide an engaging env
ironment for its people to perform to their true potential. It will con tinue its focus on value
creation and enduring relationships with its partners.
STRATEGY
Hero MotoCorp’s key strategies are to build a robust product portfolio across categories,
explore growth opportunities globally, continuously improve its operational efficiency,
aggressively expand its reach to customers, con tinue to invest in brand building activities and
ensure customer and shareholder delight.
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 state of
Haryana in northern India. The third and the latest manufacturing plant is b ased at Haridwar, in
the hill state of Uttarakhand.
TECHNOLOGY
In the 1980’s the Company pioneered the introduction of fuel-efficient, environment
friendly four-stroke motorcycles in the country. It became the first Company to launch the Fuel
Injection (FI) technology in Indian moto rcycles, with the launch of the Glamour FI in June 2006.
Its plants use world class equipment and processes and have become a benchmark in
leanness and productivity. Hero MotoCorp, in its endeavor to remain technology pioneer, will
continue to innovate and develop cutting edge products and processes.
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
2005. Hero Honda offers large no. of products and caters to wide variety of requirements across
all the segments.
DISTRIBUTION
The Company’s growth in th e two wheeler market in India is the result of an intrinsic
ability to increase reach in new geographies and growth markets. Hero MotoCorp’s extensive
sales and service network now spans over to 5000 customer touch points. These comprise a mix
of authorized dealerships, Service & Spare Parts outlets, and dealer-appointed outlets across the
country.
BRAND
The new Hero is rising and is poised to shine on the global arena. Company’s new
identity “Hero MotoCorp Ltd.” Is truly reflective of its vision to strengthen focus on mobility and
techn ology and creating global footprint. Building and promoting new brand identity will be
central to all its initiatives, utilizing every opportunity and leveraging its strong presence across
sports, entertainment and ground- level activation.
MILES STONES
YEAR ACHIEVEMENTS
1983 Joint Collaboration Agreement with Honda Motor Co. Ltd. Japan signed
Shareholders Agreement signed
1984 Hero Honda Motors Ltd. incorporated
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
New motorcycle model - "Joy" introduced 5,000,000th motorcycle
produced
2002 New motorcycle model - "Dawn" introduced
New motorcycle model - "Ambition" introduced
Appointed Virender Sehwag, Mohammad Kaif, Yuvraj Singh, Harbhajan
Singh and Zaheer Khan as Brand Ambassadors
2003 Becomes the first Indian Company to cross the cumulative 7 million
sales mark
Splendor has emerged as the World's largest selling model for the third
calendar year in a row (2000, 2001, 2002)
New motorcycle model - "CD Dawn" introduced
New motorcycle model - "Splendor +" introduced
New motorcycle model - "Passion Plus" introduced
New motorcycle model - "Karizma" introduced
2004 New motorcycle model - "Ambition 135" introduced
Hero Honda became the World No. 1 Company for the third consecutive
year.
Crossed sales of over 2 million units in a single year, a global record.
Splendor - World's largest selling motorcycle crossed the 5 million
mark
New motorcycle model - "CBZ*" introduced
Joint Technical Agreement renewed
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
2006 Hero Honda is the World No. 1 for the 5th year in a row 15 million
production milestone achieved
2007 Hero Honda is the World No. 1 for the 6th year in a row
New 'Splendor NXG' launched
New 'CD Deluxe' launched
New 'Passion Plus' launched
New motorcycle model 'Hunk' launched
20 million production milestone achieved
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
25 million production milestone achieved
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
2010 New model Splendor Pro launched
Launch of new Super Splendor and New Hunk
2011 New licensing arrangement signed between Hero and Honda (Hero
Honda is renamed as Hero)
Launch of new refreshed versions of Glamour, Glamour Fi, CBZ Xtreme,
Karizma Crosses the landmark figure of 5 million cumulative sales in a
single year
HERO RACING
Hero MotoCorp set the race tracks on fire with their maiden foray into one of the most
exciting race circuits for super bikes by partnering with Erik Buell Racing (EBR), USA. With
this partnership Hero now enters into the exciting racing arena by sponsoring two teams: Team
Hero & AMSOIL Hero at the AMA Pro Racing Superbikes Championship. AMSOIL Hero is
represented by the popular rider Geoff May #99, an accomplished rider whose passion is
contagious & spirit is indomitable. Both the riders ride the scorching EBR 1190 RS bikes.
“As a company, we have always supported and nurtured sports and sporting talent in
India. We are delighted to be taking an Indian brand to a highly-competitive and highly-popular
international motorcycle race arena” - says Mr. Pawan Munjal, Managing Director & Chief
Executive Officer, Hero MotoCorp
Mr. Erik F. Buell, Chairman & CTO of EBR, said “EBR is delighted to partner with a
company as iconic as Hero MotoCorp. Both HMCL and EBR share the common commitment to
manufacturing world-class two-wheelers with technology of the future. The 'Team Hero' at AMA
Championships is really a natural extension of our strategic collaboration. Top-class motorcycle
racing is a very popular sport in the US, and the presence of the ‘Hero’ brand name is going to
lend a lot of stature and excitement to all EBR fans out there."
ECONOMIC GROWTH DURING THE LIBERALIZATION MEASURES:
CARE Research has come out with its report on Indian two wheeler industry. The research firm
estimates marginal improvement in the economic scenario and expects the industry to grow by
around 8-9 per cent in FY14.
Slowdown in economy deflated consumer sentiments in FY13
The demand environment for the two wheeler industry remained subdued in the current fiscal.
CARE Research believes tough economic scenario owing to high inflation, depleting growth in
all economic activities, coupled with challenges like firm interest rates and spiralling fuel prices
have moderated the growth in near term. Income levels in urban areas have been affected by the
slowdown in the industrial activities, while rural income is impacted due to below normal
monsoons in most regions that has significantly affected agriculture output. CARE Research
observed inspite of some sort of momentary spurt owing to festive demand during third quarter
of FY13, the two wheeler sales growth remained around 4 per cent during the April-February
period of FY13.
Motorcycles expected to take back seat in near to medium term...
The motorcycle segment that has been mainstay for the industry since last two decades, has been
witnessing slowdown in growth levels during past 4-5 years. For FY13 motorcycle demand
growth remained around 1 per cent for first eleven months. Impact on income levels in urban
areas owing to slowdown in industrial and service activities has strained the demand for
motorcycles in FY13. Furthermore, growing popularity of ungeared scooters has also added to
the woes of the motorcycle manufacturers. CARE Research foresees it would be difficult for the
segment to retain the strong growth levels it has witnessed in past one decade owing to rising
pressure due to substitution by scooters.
...Un geared scooter likely to remain growth engine in near term
The ungeared scooter segment has been witnessing robust growth trend since last 4-5 years. The
scooter manufacturers which initially targeted working women population have off-late
expanded their customer base by launching products catering to male buyers. For example, new
models like HMSI Aviator, TVS Wego, Suzuki Access, Mahindra Rodeo, etc has been able to
lure considerable proportion of middle and upper middle class male buyers (primarily in age
bracket greater than 35 years) for second vehicle. Hence, inspite of the current challenging
scenario, ungeared scooter segment has been able to grow by 16 per cent during April-February
period of FY13. CARE Research foresees, scooter segment to remain the growth engine for two
wheeler industry in near to medium term period.
Two wheeler industry likely to register a growth of 8-9 per cent in FY14
CARE Research estimates marginal improvement in the economic scenario and expects the
industry to grow by around 8-9 per cent in FY14. The growth would be aided by moderation in
inflation post first half along with the assumption of normal monsoon season. The motorcycle
segment is likely to grow in a range of 6-7 per cent in FY14. The scooter segment is expected to
remain the growth driver and is estimated to observe a growth of around 13-14 per cent for
FY14. CARE Research foresees, demand from rural and semi-urban areas would drive the two
wheeler demand growth in near to medium term period.
Disclaimer: This report is prepared by CARE Research, a division of Credit Analysis &
REsearch Limited [CARE]. CARE Research has taken utmost care to ensure accuracy and
objectivity while developing this report based on information available in public domain.
However, neither the accuracy nor completeness of information contained in this report is
guaranteed. CARE Research operates independently of ratings division and this report does not
contain any confidential information obtained by ratings division, which they may have obtained
in the regular course of operations. The opinion expressed in this report cannot be compared to
the rating assigned to the company within this industry by the ratings division. The opinion
expressed is also not a recommendation to buy, sell or hold an instrument.
The views and investment tips expressed by investment experts/broking houses/rating agencies
on moneycontrol.com are their own, and not that of the website or its management.
Moneycontrol.com advises users to check with certified experts before taking any investment
decisions.
GROWTH OF TWO WHEELER INDUSTRY DURING THE LAST DECADE:
The two-wheelers market has had a perceptible shift from a buyers market to a sellers
market with a variety of choice, players will have compete on various fronts viz. pricing,
technology product design, productivity after sale service, marketing and distribution. In the
short term, market shares of individual manufacturers are going to be sensitive to capacity,
product acceptance, pricing and competitive pressures from other manufacturers.
As incomes grow and people grow and people feel the need to own a private means of
transport, sales of two-wheelers will rise. Penetration is expected to increase to approximately to
more than 25% by 2005.
The motorcycle segment will continue to lead the demand for two-wheelers in the
coming years. Motorcycle sale was increased by 20% yoy as compared to 1% growth in the
scooter market and 3% by moped sales respectively during the previous two years.
The four-stroke scooters has added new dimension to the two-wheeler segment in the past years.
The Asian continent is that largest user of the two-wheelers in the world. This is due to poor
road infrastructure and low per capita income, restrictive policy on car industry. This is due to
oligopoly between top five players in the segment, compared to thirsty manufacturers in the car
industry.
Hero Honda motors LTd., is one of the leading companies in the two-wheeler industry.
At present it is the market leader in the motorcycle segment with around 47% the market share
during FY 2000 –01. During the year, company posted a 41.15% yoy rise in turnover to Rs.31,
686.5mn in motorcycles which driven by a 35.17% yoy rise in Motorcycle sales volumes. The
company has emerged as one of the most successful players, much ahead of its competitions an
account of its superior and reliable product quality complemented with excellent marketing
techniques. The company has been consistently addressing the growing demand for motorcycles
and has been cumulative customer base of over 4 million customers, which is expected to reach
5min mark with rural and semi-urban segment being the new class of consumers.
ORGANIZATIONAL PROFILE
INTRODUCT TO SASYA AUTO
Sasya Auto was established in the year 2002 as sales and service of Hero Honda Spare
Parts. Chairperson of Sasya Auto is S.M Srinivasa Rao after succesful gains in Sales and Service
of Hero Honda later in the year 2007 Sasya Auto got the dealership of Hero Honda Two
Wheelers in Kurnool. At the time of establishement of the Dealership the sales manager is
Lakshmikanth Reddy, Work Manager is Narayana Swamy. Sasya Auto has got a skilled human
resources in the firm and are as fallows; 8 supervisors, Technicians 14 members, Asistant
Technicians 14 Members, Computer Operator 1 member, Telephone Operator 1 members as
internal employees, and the external employees are as fallows; Sales Executies 7 – 2 Females
and 5 Males working in the firm for more than 3 years.
In the year 2012 due to the solvency of the collbarotion between Hero and Honda the
Sasya Auto Dealership changed form “Hero Honda” to only “Hero”. The Sasya Auto sales is 15
– 20 bikes regularly and during the special ocassions the sales move to more than 30 bikes a day.
Regional sales manager is Yoganand.
At the same time Sasya Auto is serving its 100 customers regularly. Which intact both
free service and pay service. Sasya Auto also conducts a monthly once camps to promote the
newly launched two wheelers of Hero, viz Hero CBZ Xtreme, Hunk. Sasya Auto also conducts a
Exchange mela under special discount offers twice or trice in a year in various parts of the
Kurnool District like Orvakal, Shanti Nagar, Dhone, Patti Konda etc.
NEED FOR THE STUDY
The study will help in studying the awareness of Hero Motors in the market when
comparing to other brands, which enables to analyze customer satisfaction. A careful and
thorough study of the different factors enables the company to withstand to the changing
situations of the environment and suggests suitable strategies to the company.
LITERATURE REVIEW
CUSTOMER SATISFACTION:
Customer satisfaction, a term frequently used in marketing, is a measure of how products and
services supplied by a company meet or surpass customer expectation. Customer satisfaction is
defined as "the number of customers, or percentage of total customers, whose reported
experience with a firm, its products, or its services exceeds specified satisfaction goals."
Customer satisfaction with a purchase depends on how well the products performance lives up to
the customer’s expectations. Customer satisfaction is a key influence on the future buying
behavior of the people. Satisfied customer will buy the product again and tell the others about
their good buying experiences. Dissatisfied customers on the other hand switch to the
competitors product and also discourage others from buying the product. Marketers must be
careful to set the right level of expectations. If they set expectations too low they may satisfy
those who buy but fail to attract enough customers. If they raise expectations too high, customers
will be disappointed. Customer value and customer satisfaction are key building blocks for
developing and managing customer relationships.
PURPOSE:
Customer satisfaction provides a leading indicator of consumer purchase intentions and loyalty.
Customer satisfaction data are among the most frequently collected indicators of market
perceptions. Their principal use is two fold
1. Within organizations, the collection, analysis and dissemination of these data send a message
about the importance of tending to customers and ensuring that they have a positive experience
with the company’s goods and services
2. Although sales or market share can indicate how well a firm is performing currently,
satisfaction is an indicator of how likely it is that the firm’s customers will make further
purchases in the future.
According to Philip Kotler whether the buyer is satisfied is depend upon the offer’s performance
in relationship to the buyer expectations, and whether the buyer interprets any deviations
between the two. In general satisfaction is a person’s feelings of pleasure or disappointment that
results from comparing a product perceived performance to their expectations. If the persons
falls short of expectations he will be disappointed. If the performance matches the expectations
then the customer can be satisfied. Customer assessments of products performance depend on
many factors especially the type of loyalty relationship the customer has with the brand.
Many companies are systematically measuring how well they treat their customers identifying
the factors shaping satisfaction and making changes in the operations, within organizations,
customer satisfaction ratings can have powerful effects. They focus employees on the importance
of fulfilling customers’ expectations. Furthermore, when these ratings dip, they warn of
problems that can affect sales and profitability. These metrics quantify an important dynamic.
When a brand has loyal customers, it gains positive word-of-mouth marketing, which is both free
and highly effective.
In researching satisfaction, firms generally ask customers whether their product or service has
met or exceeded expectations. Thus, expectations are a key factor behind satisfaction. When
customers have high expectations and the reality falls short, they will be disappointed and will
likely rate their experience as less than satisfying. For this reason, a luxury resort, for example,
might receive a lower satisfaction rating than a budget motel even though its facilities and
service would be deemed superior in “absolute” terms.
CUSTOMERT SERVICE:
. “Customer service is a series of activities designed to enhance the level of customer satisfaction
that is, the feeling that a product or service has met the customer expectation." Its importance
varies by product, industry and customer; defective or broken merchandise can be exchanged,
often only with a receipt and within a specified time frame.
CUSTOMER SATISFACTION:
Customer satisfaction with a purchase depends on how well the products performance lives up to
the customer’s expectations. Customer satisfaction is a key influence on the future buying
behavior of the people. Satisfied customer will buy the product again and tell the others about
their good buying experiences. Dissatisfied customers on the other hand switch to the
competitors product and also discourage others from buying the product. Marketers must be
careful to set the right level of expectations. If they set expectations too low they may satisfy
those who buy but fail to attract enough customers. If they raise expectations too high, customers
will be disappointed. Customer value and customer satisfaction are key building blocks for
developing and managing customer relationships.
CUSTOMER VALUE:
Consumers have a wide choice of products and services which promise satisfaction of a
particular need. They normally decide on their choices based on their perceptions of the value
and satisfaction that different products and services delivered or offer. Customer value is a
difference between the value customer gains from buying and using a product and the cost of the
buying the product. They normally form expectations the value of different marketing offers and
buy accordingly. This involves the customer’s mental process of judging the value of the product
and is called customer perceived value. Customer expectations are based on past buying
experiences and opinions of friends and family members.
The promises are offered by the marketers and the information about similar product offers of
competitors also influences expectations.
The main task of marketing therefore becomes value creation and value delivery. Marketing
offers are value propositions promising benefits and values.
CUSTOMER CONCEPT:
Many companies are today moving beyond the marketing concept to the customer concept.
These companies shape separate offers, services, and messages to individual customers, based on
their individual preferences. They hope to achieve profitable growth through capturing a larger
shape of each customer’s expenditures by building high customer loyalty and focusing on
customer lifetime value. One-to-one marketing has become possible through advances in factory
customization, computers, the internet and database marketing software. Examples: Barbie Dolls,
Levi Strauss Jeans, Dell Computers.
RELATIONSHIPS:
Marketing does not stop with single transaction between the marketer and the customer. The
marketer wants the customer to be fully satisfied with the transaction so that a long-term
relationship can be built up in the form of customer loyalty.
Marketing consists of actions taken to build and maintain desirable exchange relationships with
target audiences involving a product, service, idea or other object. Beyond simply attracting new
customers and creating transactions, the goal is to retain customers and grow their business the
company.
CUSTOMER RELATIONSHIPS:
In order to succeed in today’s highly competitive market, companies must be customer-centered,
winning customers from competitors, then keeping and growing them by delivering greater
value. To be able to satisfy the customers a company must first analyze and understand their
needs and wants. Companies know very well that they cannot profitably serve all customers in
the same way. Most companies are in a position to serve some segments better than others. Each
company must divide the total market, choose the best segments, and design strategies for
profitably serving chosen market segments. These calls for a three-step process: market
segmentation, target marketing and market positioning.
CUSTOEMR RELATIONSHIP MANAGEMENT:
Whatever the concept or orientation followed, the primary concern of marketing management is
to create profitable relationships with customers. Customer Relationship Management (CRM) is
the overall process of building and maintaining profitable customer relationships by delivering
superior customer value and satisfaction. Thus, today’s companies are going beyond designing
strategies to attract new customers and create transactions with them. They are using CRM to
retain current customers and build profitable, long-term relationships with them. The modern
view is that marketing is the science and art of findings, retaining, and growing profitable
customers. Companies find that it costs 5 – 10 times as much to attract a new customer as it does
to keep a current customer satisfied. Also, losing a customer means losing the entire stream of
purchases that the customer would make over a lifetime of patronage, which is the customer
lifetime value.
The key to building lasting customer relationships is to create customer value and satisfaction.
Satisfied customers are more likely to be loyal customers, and they are likely to give the
company a larger share of their business. A customer buys from the firm that offers the highest
customer perceived value – the customer’s evaluation of the difference between all the benefits
and all the costs of a marketing offer relative to those of the competitor’s offer. Customers act on
perceived value and not on actual product values and costs.
Satisfaction is a person’s feelings of pleasure or disappointment resulting from comparing a
product’s perceived performance (or outcome) in relation to his or her expectations. Whether the
buyer is satisfied after purchase depends on the offer’s performance in relation to the buyer’s
expectations. If the performance falls short of the expectations, the customer is dissatisfied. If the
performance matches the expectations, the customer is satisfied. If the performance exceeds
expectations the customer is highly satisfied or delighted.
A company would be wise to measure customer satisfaction regularly because one key to
customer retention is customer satisfaction. A highly satisfied customer generally stays loyal
longer, buys more as the company introduces new products and upgrades existing products, talks
favorably about the company and its products, pays less attention to competing brands and is less
sensitive to price, offers product or service ideas to the company, and costs less to serve than
new customers because transactions are routine. When customers rate their satisfaction with an
element of the company’s performance - say, delivery. It could mean early delivery, on-time
delivery, order completeness, and so on.
The company must also realize that two customers can report being “highly satisfied” for
different reasons. One may be easily satisfied most of the time and the other might be hard to
please but was pleased on this occasion. A number of methods exist to measure customer
satisfaction. Periodic surveys can track customer satisfaction directly. Respondents can also be
asked additional questions to measure repurchase intention and the likelihood or willingness to
recommend the company and brand to others. Companies that do achieve high customer
satisfaction ratings make sure their target market knows it. For customer centered companies,
customer satisfaction is both a goal and a marketing tool. Although the customer-centered firm
seeks to create high customer satisfaction, that is not its ultimate goal. If the company increases
customer satisfaction by lowering its price or increasing its services, the result may be lower
profits.
The company might be able to increase its profitability by means other than increased
satisfaction (for example, by improving manufacturing processes or investing more on R&D).
Also, the company has many stakeholders, including employees, dealers, suppliers and stock
holders. Spending more to increase customer satisfaction might divert funds from increasing the
satisfaction of other “partners”. Ultimately, the company must operate on the philosophy that it is
trying to deliver a high level of customer satisfaction subject to delivering acceptable levels of
satisfaction to the other stakeholders, given its total resources.
Customer satisfaction, a business term, 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.
There is a substantial body of empirical literature that establishes the benefits of customer
satisfaction for firms.
OBJECTIVE OF THE STUDY
1. To check the response level of the service centre towards the customers.
2. To check how far they are maintaining the customer relationship.
3. To check the level of satisfaction of customers.
4. To know the various factors motivated to go to Hero Honda service centre.
5. To know about service schemes and activities (warranties).
6. To know the customer rating of the service facility.
7. To know the opinion of the customer about the company and the service.
8. To know that how far that the company providing quality service.
LIMITATIONS OF THE STUDY
1. The study is conducted from customer’s point of view.
As the study is based on to know the customer satisfaction level, the questionnaire
has been prepared to recognize the view of customers.
2. The study is confined to KURNOOL region only.
The area selected for doing the project is Kurnool city, so the results which will
be drawn based on the analysis of customer view could not be said as the other
customer’s point of view beyond the Kurnool city.
3. The biasing in the respondents view can be ignored.
Some customer might have filled the questionnaire prejudiced, which can be
ignored and couldn’t be taken as definitive research results.
4. The study is limited to 6 weeks.
As the study is restricted to the span of time, it might be possible that I have not
come across with some important points regarding customer view towards the
product of Hero Moto Corp.
Chapter – 2
Methodology
Sample design
Tools of analysis
Scope and significance of study
METHODOLOGY
In the present study the required data was collected using random sample method, care was
taken to sec that the selected sample is a small specimen (or) an isolated part of the whole
population representation us general objectives.
Data source:
Primary data collection is more costly but the data is usually more relevant to the issue at
hand. The normal procedure is to interview some people individually (or) in groups.
PRIMARY DATA
The questionnaire consists of 23 questions relating to various aspects of the study. The
first part of the questionnaire was mainly prepared to get the personal details of the customers &
their extent of brand awareness. And the later part of the questionnaire was prepared to identify the
customer satisfaction towards the Hero Bikes and service after sale.
SECONDARY DATA
Data pertaining the company is collected from the company’s status report. The
company’s profile gives a detailed report of the past records of the organization. The data collection
both from primary & secondary sources is tabulated and presented in a systematic from prior to
classification and interpretation.
SAMPLING DESIGN:
Sampling
An integral component of research design is the sampling plan. Specifically it addresses
three questions. Whom to survey(The sampling unit), How many to survey (sampling size), and
How to select them(The sampling procedure).
Sampling Procedure
Simple random sampling method has been adopted for the study. In random sampling each
element of the population has an equal chance of being selected for the sample.
Contact Method
Once the sampling plan has been determined, the marketing researchers must decide how the
subject should be contacted. The choices are mail, telephones or personal interviews.
Collected Information
The data collection phase of marketing is generally prone or error. In case of survey, four
major problems arise. Some respondents will not be at home and must be re-contacted and
replaced. Other respondents will refuse to co-operate.
Analyze the Information
The next to last step in the marketing research process is to extract earliest findings from the
collected data. The researchers tabulate the data and levels in the frequency distribution.
Averages and measures of dispersion are computed for major variables.
TOOLS FOR ANALYSIS:
Marketing researchers have a choice of two main research instruments in collecting primary
data from “questionnaires”.
Questionnaires
This part is being explained briefly in the following theories of approach
They are “SAMPLING PLAN” after deciding on the research approach and the instruments.
The marketing researchers must design a sampling plan. This plan comprise of three parts
1. Sample Size
2. Sample Unit
Sampling Unit
The sampling units for the study consisted of respondents from all walks of life, either sex,
different age groups, different income group and so on, but all residents of KURNOOL CITY.
Sampling Size
Considering the nature and extent of the study and with the time constraints, a sample size of
80 customers was chosen.
SCOPE AND SIGNIFICANCE OF STUDY:
The project work “A STUDY ON CUSTOMER SATISFACTION TOWARDS
HERO MOTORS” with reference to Sasya Auto in KURNOOL, to find how the CUSTOMER is
satisfying towards Hero Motors, Kurnool.
It is also intended to know the effect of advertisement on building awareness on Hero
Motors.
This study also considers to know the service after sale.
It is important to know how customer felt after receiving service from the Hero Moto
Corp service centre.
This study also considers finding the customer satisfaction towards Hero Motors in
KURNOOL district.
Chapter – 3
Data Analysis and Interpretation
1. What is your Occupation?
Occupation No.of Respondents Percentage
Employee 31 38.75
Student 12 15
Business Men 14 17.5
Farmer 19 23.75
Others 4 5
Bar Chart Representing the above table
Interpretation:
Mainstream of the Hero Moto Corp in Kurnool City are Employees
Employee Student Business Men Farmer Others0
5
10
15
20
25
30
35
40
45
Occupation of Respondents
Percentage
2. What is your monthly Income?
Income No. of Respondents Percentage
< 6000 14 17.5
6000 - 8000 19 23.75
8000 - 10000 18 22.5
> 10000 23 28.75
Not Mentioned 6 7.5
Bar Chart Representing the above table
< 6000 6000 - 8000 8000 - 10000 > 10000 Not Mentioned0
5
10
15
20
25
30
35
17.5
23.7522.5
28.75
7.5
Income Level of the Respondents
Percentage
Interpretation:
Hero Moto corp. respondents entirety are in close proximity in income level.
3. Do you know Hero Honda Motors Ltd has changed to Hero Moto Corp. Ltd. ?
Demerge of
Hero No.of espondents Percentage
Yes 69 86.25
No 11 13.75
Pie Chart Representing the above table
Yes86%
No14%
Aware of Demerge of Hero and Honda
Interpretation:
Mainstream of the respondents are aware of Demerge of Hero and Honda
4. Which bike do you prefer?
Bike Preference No.of Respondents Percentage
Splendor Plus 38 47.5
Passion Plus 20 25
Glamour 5 6.25
Xtreme 10 12.5
Karizma 7 8.75
Bar chart representing the above table
Splendor Plus Passion Plus Glamour Xtreme Karizma0
5
10
15
20
25
30
35
40
45
50 47.5
25
6.25
12.58.75
Bike Preference of Respondents
Percentage
Interpretation:
It could be observe that the major part of the respondents prefer Hero Honda Splendor and next
fallows Passion Plus.
5. You service your bike for every?
Bike Servicing No.of Respondents Percentage
1 month 11 13.75
2 months 51 63.75
3 months 12 15
4 months 6 7.5
Bar Chart representing the above table
1 month 2 months 3 months 4 months0
10
20
30
40
50
60
70
13.75
63.75
15
7.5
Respondents Service their bike for every
Percentage
Interpretation:
The largest part of the respondents service their bike for every 2 months
6. Is the customer representative very friendly?
Representative behavior No. of Respondents Percentage
Excellent 8 10
Good 55 68.75
Average 14 17.5
Poor 3 3.75
Very Poor 0 0
Bar chart representing the above table
Excellent Good Average Poor Very Poor0
10
20
30
40
50
60
70
80
10
68.75
17.5
3.750
Representative Behaviour
Percentage
Interpretation:
It is seen in the above chart that the majority of the respondents say representative behavior is
good but not excellent.
7. Does the customer service centre hold your call quickly?
Quick Response No. of Respondents Percentage
Yes 73 91.25
No 7 8.75
Pie chart representing the above table
Yes91%
No9%
Quick response of the representative
Interpretation:
According to the prevalence of the respondents service centre gives quick response
8. What is your experience with the service centre?
Experience of service centre No. of Respondents Percentage
Excellent 6 7.5
Good 59 73.75
Average 15 18.75
Poor 0 0
Very Poor 0 0
Bar chart representing the above table
Excellent Good Average Poor Very Poor0
10
20
30
40
50
60
70
80
7.5
73.75
18.75
0 0
Respondents Experience on service centre
Percentage
Interpretation:
The mainstream of the respondents had good experience with the service centre
9. Are you satisfied with the quality and price of the spare parts and service?
Dearness of service
centre No. of Respondents Percentage
High 25 31.25
Average 55 68.75
Low 0 0
Bar chart representing the above table
High Average Low0
10
20
30
40
50
60
70
80
31.25
68.75
0
Dearness of service centre
Percentage
Interpretation:
None of the respondents think the price of the spare parts and service is low cost
10. What factors influence you to go to service centre?
Factors influencing No. of Respondents Percentage
Quality of the parts 48 60
Price of the parts 11 13.75
Quick Response 16 20
Friendly nature & patience 5 6.25
Bar chart representing the above table
Quality of the parts Price of the parts Quick Response Friendly nature & patience
0
10
20
30
40
50
60
70
60
13.75
20
6.25
factors influencing to go to service centre
Percentage
Interpretation:
The Majority of the respondents comes to service centre due to quality of the parts
11. Compare to the other companies the services are?
Comparison with
other company service
centre No. of Respondents Percentage
Excellent 6 7.5
Good 61 76.25
Average 13 16.25
Poor 0 0
Very Poor 0 0
Bar chart representing the above table
Excellent Good Average Poor Very Poor0
10
20
30
40
50
60
70
80
90
7.5
76.25
16.25
0 0
Comparison with other company service centre
Percentage
Interpretation:
If compare with other companies the majority of the respondents say the Hero Moto Corp.
service centre is good than other companies service centre.
12. Do you know Hero Moto Corp. Ltd giving five years warrantee for all available models
of bikes?
Awareness of Five
year warantee No. of Respondents Percentage
Yes 33 41.25
No 47 58.75
Pie Chart representing the above table
Yes41%
No59%
Awareness of Five year warantee
Interpretation:
Most of the customers are aware of the warrantee
13. What is your opinion on five year warrantee?
Opinion No. of Respondents Percentage
Excellent 39 48.75
Good 36 45
Average 5 6.25
Poor 0 0
Bar chart representing the above table
Excellent Good Average Poor0
10
20
30
40
50
60
48.7545
6.25
0
Opinion on Five year Warantee
Percentage
Interpretation:
According to the majority of the respondents it is excellent and nobody responded it as poor.
14. What quality of the customer service representative troubled you?
Representative Trouble
No. of
Respondents Percentage
No Patients 7 8.75
Not Enthusiast 7 8.75
Unfriendly 12 15
did not listen carefully 54 67.5
Bar chart representing the above table
No Patients Not Enthusiast Unfriendly did not listen carefully0
10
20
30
40
50
60
70
80
8.75 8.7515
67.5
Quality of the representative troubled you
Percentage
Interpretation:
Major part of the respondents say that the representative did not listen carefully.
15. What is your opinion about the availability of staff?
Staff availability No. of Respondents Percentage
Excellent 2 2.5
Good 68 85
Average 10 12.5
Poor 0 0
Very Poor 0 0
Bar chart representing the above table
Excellent Good Average Poor Very Poor0
10
20
30
40
50
60
70
80
90
2.5
85
12.5
0 0
Opinion of availability of staff
Percentage
Interpretation:
Staff availability of Hero Moto Corp. in Sasya Moto Corp. is good according to the major part of
the respondents.
16. Even after the service you received, do you face any problem?
Satisfaction after
service No. of Respondents Percentage
Yes 23 28.75
No 57 71.25
Pie chart representing the above table
Yes29%
No71%
is service rendered satisfactory
Interpretation:
Mainstream of the respondents have no problem after the service of their bike.
17. Do you recommend the Hero Moto Corp bike to others?
Recommendations to
others
No. of
Respondents Percentage
Yes 69 86.25
no 11 13.75
Bar chart representing the above table
Yes no0
10
20
30
40
50
60
70
80
90
100
86.25
13.75
Recommendations of others
Percentage
Interpretation:
According to the majority of the respondents they would like to recommend it to others.
18. What is your rating about the service of Hero Moto Corp?
Rate the service No. of Respondents Percentage
Excellent 8 10
Good 57 71.25
Average 15 18.75
Poor 0 0
Very Poor 0 0
Bar Chart representing the above table
Excellent Good Average Poor Very Poor0
10
20
30
40
50
60
70
80
10
71.25
18.75
0 0
Rating the HeroMoto Corp Service centre
Percentage
Interpretation:
The mainstream of the respondents rated the service of hero moto corp. as good. Where no body
has mentioned it as poor or very poor.
19. How many hours they will take to service your bike?
Time taken No. of Respondents Percentage
4 hours 0 0
4-5 Hours 6 7.5
5-6 Hours 29 36.25
6-7 Hours 41 51.25
7-8 Hours 4 5
Bar Chart representing the above table
4 hours 4-5 Hours 5-6 Hours 6-7 Hours 7-8 Hours0
10
20
30
40
50
60
0
7.5
36.25
51.25
5
Time Taken to service your bike
Percentage
Interpretation:
It can be seen in the above chart that most of the respondents received their bikes after a lot of
time consumption.
20. Does mechanic gives suggestions how to maintain your bike?
Maintenance
suggestions
No. of
Respondents Percentage
Yes 47 58.75
NO 33 41.25
Bar chart representing the above table
Yes NO0
10
20
30
40
50
60
70
58.75
41.25
Does machanic give bike maintenance sugges-tions
Percentage
Interpretation:
It could be said that majority of the respondents have suggestions from the mechanic but the
second majority doesn’t get any suggestions from the mechanic.
21.Does the dealer delivers your bike in time?
Delivery in time
No . Of
Respondents Percentage
Yes 57 71.25
No 23 28.75
Bar chart representing the above table
Yes No0
10
20
30
40
50
60
70
8071.25
28.75
Dealer delivers your bike in time
Percentage
Interpretation:
The majority of the respondents say that the dealer delivers the bike in time.
22. The service centre having the waiting hall?
Facility of
waiting hall No. of Respondents Percentage
Yes 80 100
No 0 0
Bar chart representing the above table
Yes No0
20
40
60
80
100
120
100
0
Facility of Waiting hall
Percentage
Interpretation:
Service center is providing the waiting hall facility.
23. Do they provide drinking water and pay phone facility?
Facility of water
and phone No. of Respondents Percentage
yes 80 100
No 0 0
Bar chart representing the above table
yes No0
20
40
60
80
100
120
100
0
Facility of pay phone and water
Percentage
Interpretation:
Whole of the respondents receives the pay phone and water facility at Hero Moto Corp.
Chapter – 4: Results and Discussions
Comparison of results with other studies
Suggestions and Recommendations
SUGGESTIONS AND RECOMMENDATIONS:
Always maintain the phone contacts with the customers.
Give ads about the product and the services frequently.
The performance of the bikes such as splendor plus, passion plus, passion pro to be
excellent by the customers, so better maintain the various variants in these bikes.
Some of the customers complain that they are facing the problems even after the
servicing so the service centre must solve this.
Better take more than 100 bikes per day this will provide the service centre to maintain
the better relationship with the customers.
Try to reduce the cost of the spare parts.
Adopt competitive pricing strategies.
Chapter – 5: Summary and Conclusion
Summary
Conclusion
Directions for future use
Summary:
The purpose of customer satisfaction measurement is to provide actionable information
that will permit a company to manage and improve quality and satisfaction, as well as measure it
accurately. There is a vast difference between customer satisfaction measurement and the full
organizational deployment of customer requirements as the basis for effective customer
satisfaction management. Customer satisfaction, like quality, is a process of continuous
improvement.
The customer satisfaction management process model introduced represents an organized and
systematic process for identifying, measuring, managing, and monitoring critical attributes of
customer satisfaction. Accurate measurement of customer satisfaction requirements, including
importance and performance information, provides a reliable basis for identifying gaps between
what customers require and what the company is prepared to deliver.
Integrating customer requirements into the organization's process improvement activities ensures
alignment between internal performance standards and external customer needs. This, in turn,
enhances both operating results and marketplace results, thereby adding value to the company's
overall performance. Periodic ongoing measurement and monitoring of changes in customer
perceptions of performance on critical requirements provides feedback to improve process
improvement activities further and to enhance customer focus.
CONCLUSION:
Promotions and ads must be telecast in television regarding the offers of Hero Moto
Corp. to gain attention of the public.
Among all the bikes of the HERO Moto Corp. SPLENDOR PLUS, PASSION PLUS
AND PASSION PRO are the most preferred bikes.
Most of the people said that the spare parts are costly but are of quality.