post sales service @ hero honda project report mba marketig
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Contents
Sl.
No.
Titles Page No.
I Chapter 1
Executive summary
Introduction
Literature review
Customer satisfaction defined
II Chapter 2
Organization Profile
Organization Chart
Data Collection Method
III Chapter 3
Analysis and interpretation
Findings
Suggestions
Conclusion
IV Chapter 4
Appendix
Bibliography
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Executive Summary
Objectives:-
To analyze various post sales service provided by Venkatesh
Authorized Dealer Gulbarga.
To determine customer satisfaction level based on post sales
service provided.
To understand the behavior of the staff with customers.
To suggest measures to improve customer satisfaction and improve
quality of service.
Purpose of study:-
The main purpose of the study is to know weather the customers
are satisfied with the services provided by Venkatesh Authorized
Dealer is satisfied or not.
Scope of the study:-
The study covers the users of Hero Honda bikes in Gulbarga city.
The study covers the customer owning Hero Honda two wheelers
in Gulbarga city.
Limitation of the study:-
1) Because of time constrain my study confines only to Gulbarga city
& it is not possible to make extensive study.
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2) By busy working schedule of executives it is difficult to extract
more
Information from them.
Research methodology:-
Data source Primary (field Survey)
Secondary Data (Internet).
Area of research Gulbarga city.
Research approach Survey Method.
Research instrument Questionnaire.
Sample plan Personal interview.
Sample unit Two wheeler owners.
Sampling method Convenience sampling.
Sample size 100 customers.
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INTRODUCTION
The Indian two wheelers industry has grown from meager 900
vehicle in 1950 to staggering figure over1.5million vehicles in 1988, with
petrol price costing eight times as much as 15 years ago, few persons now
a days afford to maintain a car .The opinion is either to own two wheeler
or aviate for public transportation system .But the service offered by
public transport in different cities, by and large had deteriorated and thus
covalence and independent in traveling short distance it is also a status
symbol of the middle class people are urban and semi-urban region.
Beyond 1950s the motorcycle were manufactured in our country
itself by using simple technology low engine capacity etc.After1980s
when the government introduces liberal import licensing policy the Hero
group made collaboration with Honda Group of Japan and started with
the name Hero Honda a successful two wheeler manufacturing
company .after the collaboration the company had increased its vehicle
CC capacity, engine capacity and mileage and they enter in to four stroke
and today they are the Indias No1.Manufacturer of two wheelers.
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Following is the criteria of Hero Honda in two wheelers market
which have made in to be world No1 price, after sales service .Aesthetic
works, fuel efficiency, resale value and technical competence, power, etc.
In todays world buyers are becoming increasingly aware of
advantages of fuel economy which explains the prolific sales of Hero
Honda
LITERATURE REVIEW
About the study customer satisfaction.
Customer satisfaction is the key to success. Getting your customers
to tell you whats good good about your product or services and where
you need improvement helps you to ensure that your business
measures up to their expectations. The attached file contains a
customer satisfaction survey from designed to help you gather this
important information it was designed to make it easy for customer to
fill out & to make it easy for you to quickly customize to exactly
match your companys activities. It also includes suggestions for
distributing the form, ensuring that customer will return the form and
following up on comments.
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CUSTOMER SATISFACTION DEFINED.
The reason for a business firm to come into being is the existence
of a customer who has unfilled needs and wants. Hero Honda has
advantage of having the widest product range in all market segments
in which it operates, putting itself in a unique position of providing
just product, but the best economic solution to their customer thus
fulfilling the unfilled needs. Hero Honda keeps itself abreast of the
new and emerging technologies and adopting them to deliver high
quality and high performance vehicles to their end customers.
Customer satisfaction has been conceptualized in several ways. It
consists of expectations, performance interaction,
pleasured/displeasure, and the evaluation of the benefits of
consumption.
Consumer satisfaction is result of confirmation of expectation.
Hero Honda has been focusing on the improvement & Excellency in
processes, which it uses to satisfy there to accomplish, this it has
focused on improving customer-orientation and value chain
integration. Thus meeting of customer expectation.
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MODELWISE WARRANTY DETAILS
WARRANTY POLICY
Scope of Warranty
Hero Honda Motors Limited warrants all its two
wheelers manufactured/assembled in Dharuhera Plant
and Gurgaon Plant, distributed in India and sold
through its authorised dealers to be free, under normal
use and condition, from any defect both in material
and workmanship, subject to the following terms and
conditions.
Terms and Conditions
1. All Hero Honda two-wheelers are warranted
for a certain period specified in terms of time
and kms from the date of purchase, whichever
term gets satisfied earlier.
2. It is mandatory for the customer to avail all
free and paid services as per the recommended
schedule to be eligible for the warranty
benefits.
3. If a defect is observed in any Hero Honda two-
wheeler, Hero Honda's only obligation/liability
is to repair or replace those parts which is/are
considered to be the cause of malfunction free
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of charge of both labour and material, when
Hero Honda acknowledges that such
malfunction has not come out of misuse orimproper handling etc. such defective two-
wheeler should be brought to the nearest Hero
Honda dealer/authorised service centre by the
owner for necessary inspection and subsequent
repairs.
Limitations of WarrantyThe warranty shall not apply:
If any of the free services or subsequent paid
service is not availed as per the recommended
service schedule given in the owner's manual.
If Hero Honda recommended engine oil is not
used.
To normal wear and tear components like
bulbs, electrical wiring, filters, spark plugs,
clutch plates, brake shoes, fasteners, shims,
washers, oil seals, gaskets, rubber parts (other
than tyres and tubes), plastic components,
chain and sprockets and in case of wheel rim
misalignment or bend.
If there is any damage due to modification or
fitting of accessories other than the ones
recommended by Hero Honda.
If the two-wheeler has been used in any
competitive events like track races or rallies.
If there is any damage to the painted surface
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due to industrial pollution or other extraneous
factors.
For claims made for any consequential damage
due to any previous malfunction.
For normal phenomenon like noise, vibration,
oil seepage, which do not affect the
performance of the two-wheeler.
If there is any damaged caused due to usage of
improper oil/grease, non genuine parts.
For two-wheelers which have been used for
any commercial purposes as taxi etc.
For maintenance repairs required due to misuse
while driving or due to adulteration of oil,
petrol or due to bad road conditions.
For consumables like oil, grease etc. used
during free services or used during warranty
repairs.
If any part of the vehicle is tampered/repaired
by unauthorized persons/workshops etc.
For two-wheelers not used in accordance with
the owner's manual supplied with each two-
wheeler by Hero Honda.
Warranty on Proprietary Items
Warranty on proprietary items like tyres, tubes &
battery etc. will be directly handled by the respective
Original Equipment Manufacturers (OEMs) except
AMCO for batteries and Dunlop/Falcon for tyres,
tubes. In case of any defect in proprietary items, other
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than the above two mentioned OEM's the dealer must
approach the branch office/dealer of the respective
manufacturers.
For AMCO batteries and Dunlop/Falcon tyres, tubes
claims will be accepted at our Authorised
Dealership/Service Centres, w.e.f 1st May2002, as
per the mutually agreed terms and conditions between
Hero Honda and these two OEM's. While for other
OEM's in case the claim is not accepted for any
invalid reason, then the claim along with the refusal
note from the OEM can be sent to the warranty
section at Gurgaon Plant after due recommendation of
the area service engineer
Hero Honda CBZ
X-TREME is warranted for a period of 3 years or 40,000 kms,
whichever is earlier, from the date of purchase.
Hero Honda Karizma is warranted for a period of 2 years or 30,000
kms, whichever is earlier, from the date of purchase
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Hero Honda Achiever is warranted for a period of 3 years or 40,000
kms, whichever is earlier, from the date of purchase
Hero Honda Glamour FI is warranted for a period of 3 years or
40,000 kms, whichever is earlier, from the date of purchase
Hero Honda Glamour is warranted for a period of 3 years or 40,000
kms, whichever is earlier, from the date of purchase
Hero Honda Super Splendor is warranted for a period of 3 years or
40,000 kms, whichever is earlier, from the date of purchase.
Hero Honda Passion Plus is warranted for a period of 2 years or
30,000 kms, whichever is earlier, from the date of purchase.
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Hero Honda Splendor+ is warranted for a period of 2 years or 30,000
kms, whichever is earlier, from the date of purchase
Hero Honda Pleasure is warranted for a period of 2 years or 24,000
kms, whichever is earlier, from the date of purchase.
Hero Honda CD Deluxe is warranted for a period of 2 years or
30,000 kms, whichever is earlier, from the date of purchase
Hero Honda CD Dawn is warranted for a period of 2 years or 30,000kms, whichever is earlier, from the date of purchase
SERVICE & MAINTENANCE SCHEDULE
Our constant endeavour is to support the company's mandate of providing
highest level of customer satisfaction by taking good care of your two-wheeler
service and maintenance through our vast network of more than 2100
committed Dealers and Service outlets spread across the country.
Our state-of-the-art authorised workshops have well laid out standards for two-
wheeler servicing with fully equipped infrastructure having quality precision
instruments, pneumatic tools and a team of highly trained service technicians.
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Having your two-wheeler serviced at an authorised workshop ensures highest
standards of service quality and reliability.
Service Schedule
Hero Honda offers free services on all its two-wheelers. You should avail
these services within the stipulated conditions of time period or km range,
whichever condition gets satisfied earlier from the date of purchase. After the
completion of free services or its validity period you must continue availing
paid services as per the recommended service schedule.
Service Schedule:
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Type of Free
Service1 st 2 nd 3 rd 4 th 5 th 6 th
Validity in
Kms from
the date of
purchase
500 -
750
2500 -
2800
5000 -
5500
7000 -
7500
9000 -
9500
11000 -
11500
Validity in
Days from the
date of
previousservice
60 100 100 100 100 100
Paid Service
Each Paid Service needs to be availed after every 2000
kms or 60 days from the previous service, whichever is
earlier.
Service Schedule:
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Type of Free
Service1 st 2 nd 3 rd 4 th 5 th 6 th
Validity in
Kms from
the date of
purchase
500 -
750
2500 -
2800
5000 -
5500
7000 -
7500
9000 -
9500
11000 -
11500
Validity in
Days from
the date of
purchase
EACH FREE SERVICE IS VALID FOR 365 DAYS
FROM THE DATE OF PURCHASE
Paid Service
Each Paid Service needs to be availed after every 2000
kms or 60 days from the previous service, whichever is
earlier.
Service Schedule:
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Type of Free
Service1 st 2 nd 3 rd 4 th 5 th 6 th
Validity in
Kms from
the date of
purchase
500 -
750
2500 -
2800
5000 -
5500
7000 -
7500
9000 -
9500
11000 -
11500
Validity in
Days from the
date of
previous
service
60 100 100 100 100 100
Paid Service
Each Paid Service needs to be availed after every 2000
kms or 60 days from the previous service, whichever is
earlier.
Service Schedule:
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Type of Free
Service1 st 2 nd 3 rd 4 th 5 th 6 th
Validity in
Kms from
the date of
purchase
500 -
750
2500 -
2800
5000 -
5500
7000 -
7500
9000 -
9500
11000 -
11500
Validity in
Days from the
date of
previous
service
60 100 100 100 100 100
Paid Service
Each Paid Service needs to be availed after every 2000
kms or 60 days from the previous service, whichever is
earlier.
Service Schedule:
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Type of Free
Service1 st 2 nd 3 rd 4 th 5 th 6 th
Validity in
Kms from
the date of
purchase
500 -
750
2500 -
2800
5000 -
5500
7000 -
7500
9000 -
9500
11000 -
11500
Validity in
Days from the
date of
previous
service
60 100 100 100 100 100
Paid Service
Each Paid Service needs to be availed after every 2000
kms or 60 days from the previous service, whichever is
earlier.
Service Schedule:
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Type of Free
Service1 st 2 nd 3 rd 4 th 5 th 6 th
Validity in
Kms from
the date of
purchase
500 -
750
2500 -
2800
5000 -
5500
7000 -
7500
9000 -
9500
11000 -
11500
Validity in
Days from the
date of
previous
service
60 100 100 100 100 100
Paid ServiceEach Paid Service needs to be availed after every 2000 kms
or 60 days from the previous service, whichever is earlier.
Service Schedule:
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Type of Free
Service1 st 2 nd 3 rd 4 th 5 th 6 th
Validity in
Kms from
the date of
purchase
500 -
750
2500 -
2800
5000 -
5500
7000 -
7500
9000 -
9500
11000 -
11500
Validity in
Days from
the date of
purchase
EACH FREE SERVICE IS VALID FOR 365 DAYS
FROM THE DATE OF PURCHASE
Paid ServiceEach Paid Service needs to be availed after every 2000 kms
or 60 days from the previous service, whichever is earlier.
Service Schedule:
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Type of Free
Service1 st 2 nd 3 rd 4 th 5 th 6 th
Validity in
Kms from
the date of
purchase
500 -
750
2500 -
2800
5000 -
5500
7000 -
7500
9000 -
9500
11000 -
11500
Validity in
Days from
the date of
purchase
EACH FREE SERVICE IS VALID FOR 365 DAYS
FROM THE DATE OF PURCHASE
Paid ServiceEach Paid Service needs to be availed after every 2000 kms
or 60 days from the previous service, whichever is earlier.
Service Schedule:
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Type of Free
Service1 st 2 nd 3 rd 4 th 5 th 6 th
Validity in
Kms from
the date of
purchase
750 -
1000
3500 -
4000
7500 -
8000
11500 -
12000
15500 -
16000
19500
20000
Validity in
Days from
the date of
purchase
40 - 55140 -
155
280 -
295430 - 445 570 - 585 715 - 730
Paid ServiceEach Paid Service needs to be availed after every 4000 kms
or 150 days from the previous service, whichever is earlier.
NOTE: An OIL CHANGE coupon is provide between 3rd and 4th service to
be availed between 9500 - 10000 KMS
or 350 - 365 days from the date of purchase, whichever is earlier.
Service Schedule:
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Type of Free
Service1 st 2 nd 3 rd 4 th 5 th 6 th
Validity in
Kms from
the date of
purchase
500 -
750
2500 -
2800
5000 -
5500
7000 -
7500
9000 -
9500
11000 -
11500
Validity in
Days from
the date of
purchase
EACH FREE SERVICE IS VALID FOR 365 DAYS
FROM THE DATE OF PURCHASE
Paid ServiceEach Paid Service needs to be availed after every 2000 kms
or 60 days from the previous service, whichever is earlier.
Service Schedule:
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Type of Free
Service1 st 2 nd 3 rd 4 th 5 th 6 th
Validity in
Kms from
the date of
purchase
500 -
750
2500 -
2800
5000 -
5500
7000 -
7500
9000 -
9500
11000 -
11500
Validity in
Days from
the date of
purchase
EACH FREE SERVICE IS VALID FOR 365 DAYS
FROM THE DATE OF PURCHASE
Paid Service
Each Paid Service needs to be availed after every 2000
kms or 60 days from the previous service, whichever is
earlier.
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ORGANIZATION PROFILE
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HERO HONDA
Hero, the brand name synonymous with two wheelers in India, is a
multi-unitMulti-product, geographically diversified, group of companies
the reflection of the steely ambition and indomitable grid of the Munjal
family.
Trace the sags of Hero through more than 45 of Enterprise &
Achievements, of version and planning. Always blazing through the trials
of success.
HISTORY OF HERO HONDA
The legend of Hero Honda
What started out joint venture between Hero group, the worlds
largest bicycle manufacturer and the company of Japans, has today
become the worlds dingle largest two wheelers company .coming in to
existence January 19, 1948, Hero Motors limited gave India nothing less
than are evaluation on two wheelers, the made famous by fill it shut it
and forget it campaign .Driven by the trust of over 5 million customers.
The Honda product range today command
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market share 48% making it veritable giant in the industry. Add to
that technologic excellence, an expansive dealer network, and reliable
after sale service, and you have one of the customer-friendly companies.
This is provided by the companys over the year:
1985.86 43000 units
1989.90 96,200 units
1998.99 5, 30,600 units
1999-0 7,61,210 units
2000.1 10,29,555 units
2000.2 14,25,195 units
2000.3 16,77,537 units
Customer satisfaction, high quality product, the strength of Honda,
technology and the Hero group dynamic helped HHML sales new
frontiers and exceed limits.
In the word of Mr. Brijmohan Lall Munjal, the chairman and
managing Director we will continue to make afford required for the
development, of motorcycle industry, through new product development,
technology innovation, investment in equipment of facilities and through
efficient management
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Hero Honda is worlds third largest two wheeler maker. India has
the largest number of two wheelers in the world with 41.6 million
vehicles. India has a mix of 30 percent automobiles and 70 percent two
wheelers in the country. India was the second largest two wheeler
manufacturer in the world starting in the 1950s with the birth ofautomobile products of India (API) that manufactured scooters. API
manufactured the but, another company; Bajaj auto ltd . surpassed API
and remained through the turn of the century from its association with
Piaggio of Italy (manufacturer of Vespa scooters).
The licence raj that existed between the 1940s to 1980s in India did not
allow foreign companies to enter the market and imports were tightly
controlled. This regulatory maze, before the economic liberalization,
made business easier for local players to have a sellers market.
Customers in India were forced to wait 12 years to buy a scooter from
Bajaj. The CEO of Bajaj commented that he did not need a marketing
department, only a dispatch department. By the year 1990, Bajaj had a
waiting list that was twenty-six times its annual output for scooters.
The motorcycle segment had the same long wait times with three
manufacturers Royal Enfield, and Escorts. Royal Enfield made a 350cc
Bullet with the only four-stroke engine at that time and took the higher
end of the market but there was little competition for their customers.
Ideal Jawa and Escorts took the middle and lower end of the marketrespectively.
In the mid-1980s, the Indian government regulations changed and
permitted foreign companies to enter the Indian market through minority
joint ventures. The two-wheeler market changed with four Indo-Japanese
joint ventures: Hero Honda, T.VS Bajaj Kawasaki and Kinetic Motor
Company (Kinetic Honda). The entry of these foreign companies changed
the Indian market dynamics from the supply side to the demand side.
With a larger selection of two-wheelers on the Indian market, consumersstarted to gain influence over the products they bought and raised higher
customer expectations. The industry produced more models, styling
options, prices, and different fuel efficiencies. The foreign companies
new technologies helped make the products more reliable and with better
quality. Indian companies had to change to keep up with their global
counterparts.
The 2006 Forbes 200 Most Respected companies list has Hero Honda
Motors ranked at 108.
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http://en.wikipedia.org/wiki/Bajaj_Auto_Ltd.http://en.wikipedia.org/wiki/Kinetic_Hondahttp://en.wikipedia.org/wiki/Kinetic_Hondahttp://en.wikipedia.org/wiki/Bajaj_Auto_Ltd.http://en.wikipedia.org/wiki/Kinetic_Hondahttp://en.wikipedia.org/wiki/Kinetic_Honda -
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Growth
Hero Honda experienced great growth throughout its early days.
The Munjal family started a modest business of bicycle components. By
2002 Hero Group had sold 86 million bicycles producing 16000 bicyclesa day. Today Hero Honda has an assembly line of nine different models
of motorcycles available. It holds the record for most popular bike in the
world by sales for Its Splendor model. Hero Honda Motors Limited was
established in joint venture with Honda Motors of Japan in 1984, to
manufacture motorcycles. It is currently the largest producer of Two
Wheelers in the world. It sold 3 million bikes in the year 2005-2006.
Recently it has also entered in scooter manufacturing, with its model
PLEASURE mainly aimed at girls. HUNK is the latest offering from the
HHML stable.
A Hero Honda "Splendor" bike
Just-in-Time Manufacturing
The Hero Group through the Hero Cycles Division uses just-in-time
manufacturing. The Group boasts of superb operational efficiencies.
Every assembly line worker operates two machines simultaneously to
save time and improve productivity. The fact that most of the machines
are either developed or fabricated in-house, has resulted in low inventory
levels.
In Hero Cycles Limited, the just-in-time inventory principle has been
working since the beginning of production in the unit. This is the
Japanese style of production. In India, Hero is probably the only company
to have mastered the art of the just-in-time inventory principle.
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http://en.wikipedia.org/wiki/Just-in-time_manufacturinghttp://en.wikipedia.org/wiki/Just-in-time_manufacturinghttp://en.wikipedia.org/wiki/File:Hero_honda_2006_03.JPGhttp://en.wikipedia.org/wiki/File:Hero_honda_2006_03.JPGhttp://en.wikipedia.org/wiki/Just-in-time_manufacturinghttp://en.wikipedia.org/wiki/Just-in-time_manufacturing -
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Models
Hero Honda Ambition 133
Hero Honda Ambition 135
Hero Honda CD 100
Hero Honda CD 100 SS
Hero Honda CD Dawn
Hero Honda Splendor
Hero Honda Splendor+
Hero Honda Super Splendor
Hero Honda CD Dawn
Hero Honda Joy
Hero Honda Street
Hero Honda CBZ
Hero Honda CBZ Extreme
Hero Honda Passion
Hero Honda Passion+
Hero Honda Passion Pro
Hero Honda Karizma
Hero Honda Hunk
Hero Honda Pleasure
Hero Honda Glamour
Hero Honda Splendor NXG
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MILESTONE OF HERO HONDA:-
Year Event
2001
Bike maker of the year by overdrive Magazine
Winner of review 200-Asias leading companies award (9th Rank
Amongst top 10 Indian companies).
Passion model introduced
Achieved OM-One million productions in one single year.
Entrepreneur of the year Award conferred upon the chairman,
Mr.Brijmohan Lall by Ernst & Young.
The leave Award for Environment to Hero Honda by center for
social and Environment Green Rating project.
.
2002
Bike maker of the year by overdrive Magazine.
Winner of review 200-Asias leading companies award (4th Rank
Amongst top 10 Indian companies).
Sponsored India, England Womens cricket series.
Sponsored Hero Honda master golf championship.
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Entrepreneur of the year award conferred upon chairman,
Mr. Brijmohn Lall by Business standard.
2003
Winner of the review 200-Asian leading company Award (3 rd Rank
among top 10 Indian company)
Most Respected Company in automobile sector by Business World.
Bike maker of the year by overdrive magazine
THE CHAIRMAN:-
Brijimohan Lall Munjal-The king of Road
The venerated patriarch and visionary of the Hero group, Mr.
Brijimohan Lall Munjal is the first generation entrepreneur who stared
very small and through sheer hard work and perseverance today made
this two wheelers venture the No1two wheelers company.
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THE STORY OF THE INDOMITABLE ENTREPRENEUR:-
One the brightest stories of Indian entrepreneurship began seventy
one
Years ago when a six year old boy quietly walked in to a newly opened
Gurkul (Indian value based school) near his home in Kamalia (now in
Pakistan) determined to again admission instantly. Thus began an
extraordinary saga of Entrepreneurial achievement.
Today, we know that boy as Brijmohan Lall Munjal, the much
venerated Patriarch of the Hero Group one of the largest corporation
group in country.
Brijmohan Lall inspirations to enter the two wheelers world come from a
desire to prove the cheapest from transport for the poorest of the poor.
Post
Partition, Brijmohan Lall Munjal and his brother relocated to Ludhiana.
They had to began from scratch. They set up manufactures of bicycle
components .From then on there was no looking back. In typically
modest manner
B.M.Munjal accords a great deal of credit for high success to his
family and team. He traversed the road success fallowing these
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principles:
Trusting his uncanny instincts.
A unique approach to people one from the heart.
Ahead of time, every time.
The idea corporate citizen showing other the way.
His leadership and sagacity has earned his great respect and he
has personally been responsible for kindling the spirit of entrepreneurship
amongst his employees who today constitute a family of about forty
successful Entrepreneurs.
PRODUCT PROFILE
Following are the products of Hero Honda:
1. Splendor+
2. Karizma
3. CBZ Extreme
4. Glamour
5. Passion +
6. CD-Dawn
7. Pleasure
8. Super Splendor
9. CD Deluxe
10.Achiever
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11.Hunk
12.Splendor NXG
13.passion pro
14.Hunk new
15.Hunk SPL Edition
SERVICE STATEMENT
Our constant Endeavour is support the companys mandate of
providing highest level of customer satisfaction by taking care of
your motorcycle service & maintenance through our vast network of
more than 1000 committed dealer & service outlets spread across
the country.
Our state-of-the-art authorized workshop have well laid out
standard for motorcycle servicing supported by fully equipped
infrastructure in terms of quality precision instruments ,pneumatic
tools & team of highly trained service technicians. Having your
motorcycle serviced at an authorized workshop ensures highest
standards of service quality.
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You should ensure that each paid service is availed within 60 days from
date of service or as per the recommended schedule.
SCOPE OF WARRANTY
Hero Honda Motors Limited warrants all its motorcycle
manufactured /assembled in Dharuhera Plant and Gurgaon Plant,
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First Free Service 500-750 km
Second Free Service 2500-2800 km
Third Free Service 5000-5500 km
Fourth Free Service 7000-7500 km
Fifth Free Service 9000-9500 km
Sixth Free Service 11000-11500 km
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distribution in India and sold through in authorized dealers to be
free, under normal use and condition, from any defect both in material
and workmanship, subject to fallowing term and conditions
TERMS AND CONDITION:
a. All Hero Honda motorcycle warranted for a period of 12 years or
30000kms from the date of purchase, whichever is earlier .this is
w.e.f 1st April2001
b. It is mandatory for the customer to avail all free and paid service
as pre the recommended schedule to be eligible for the warranty
benefits. The customer has to ensure that each paid service is
availed within 60 days from the date of previous service or as per
the recommended schedule.
c. If the defect is observed in any Hero Honda motorcycle, Hero
Hondas only obligation / liability is to repair or replace those
part(s) which is/are considered to be the cause of malfunction free
of charge.
d. of both labour and material, when Hero Honda acknowledges that
such malfunction has not come out of misuse or improper
handling etc. Such defective motorcycle should
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e. be brought to the nearest Hero Honda dealer / authorized service
center by the owner of necessary inspection & subsequent repairs.
LIMITATION OF WARRANTY:
The warrant shall not apply:
If any of six services or subsequent paid service is not availed
as per the recommended schedule given in the owners
manual.
If Hero Honda recommended engine oil is not used.
To normal ware & tear components like bulbs ,electrical,
wiring, filter, spark plugs ,clutch plates, brake
shoes,fasteners,shims, washers, oil sales ,
If there is any damage due to the modification or fitting of
accessories other than the one other than the ones
recommended by Hero Honda
It the motorcycle has been used in any competitive event like
track races or rallies.
If there is any damage to printed surface due to industrial
pollution or other extraneous factors.
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For claim made for any consequential damage due to any
previous malefaction.
For normal phenomenon like noise, vibration, oil seepage,
which due to effect the performance of the motorcycle.
If there is any damage caused due to usage of improper oil,
grease, non genuine parts.
The motorcycle which have been used for any commercial
purpose as taxi etc.
For maintenance repaired due to misuse while of driving or
due to adulteration of oil, petrol or due to bad road condition.
For consumables like oil, grease, etc used during warranty
repair.
WARRANTY ON PROPRIETARY ITEM
Warranty on proprietary item like tyres, tubes & battery etc will be
directly handled by the respective Original Equipment Manufacturers
(OEMs) except AMCO for batteries & Dunlop/Falcon of tyers, tubes. In
case of any defect in proprietary
item, other than the above two mentioned OEMs the dealer must
approach to the brand official dealer of the respective manufactures.
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For AMCO battery & Dunlop /Falcon tyers, tubes claim will be
accepted at Authorized Dealership/ service center, w.e.f 1st May 2002 as
pre
the manually agreed term & conditions between Hero Honda & those two
OEMs. While for other OEMs in case the claim is not accepted for any
invalid reason, then the claim along with the refused note from the OEM
can be send to the warranty section Gorgaon plant after due
recommendation of the area service engineer.
SPARES FEATURES & BENEFITS:
The Performance & Safety of the bike not only depends up on the
world class designer & workmanship assured by Hero Honda but also on
the parts being used in the assembly line.
Even the first components manufactured need replacement from
time to time .And to ensure the continued impeccable.
Performance of vehicle, the spare part should also be made
replaced as good as the components fitted by Hero Honda.
As responsible Hero Honda bike owner, we recommended that for
your safety long life, high performance of the bike, use only Hero Honda
genuine part.
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To identify a Hero Honda genuine parts we have a differentiator
with us, a hologram, which comes with special security features & very
simple for a customer to identify a genuine, & a non genuine spare parts.
Our each packing hologram which can he identified by the features like
3D EFFECT
EXPANDING & SHRINKIG EFFECT
KINETIC EFFECT.
SALES PROCESS:-
1) When a customer walks into our showroom, the receptionist will
greed him/her & lead to a sale executive.
2) On introduction of the sale executive will take the customer, to the
selection room & show the various modals displayed treat &
explain in detail the salient feature of each modal. Answer all the
queries, if any of the customers. The customer should be offered a
test drive of the
bike of her/him choice & if he/she express the desire to test drive a
test drive should be arranged taking all necessary care.
3) After this, the sales executive will take the customer to the work
shop & show him/her the various infrastructure service facilities in
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the workshop beside the quality of the service we render. Also
explain that, because of the quality service reporting are the highest
in the entire North-Karnataka and we surpassed our competitor in
all respects; and we are the number one dealers in Gulbarga.
4) Bring customer back to the sales counter and offer him/her a cup of
tea and take down the name and address in the enquiry register.
Now, the sales process begins; and during the process price of
various models, Insurance T.R, P.R, PMS, passport etc. should be
explained to the customer in detail. Also enquire in to as to whether
he/she intends to buy by cash or would go in the finance assistance.
In the latter case, offer the service of financial institution
representative stationed in our showroom. During the process
inter-act with customer and give him/her an impression that you
are caring from him/her.
5) All out efforts should be made to sell the product by persuading the
customer without offering free accessories; and should offered fail
accessories may be offered free of cost. Normally, every customer
take free accessories offer for granted and asks for compliment
/cash discount etc. In that eventuality the A.S.M should be
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consulted and as the last resort not loose the sale the A.S.M duly
consulting with
G.M may take suitable decision and strike down the deal. The delivery
of compliments and payment of cash discount should be made in the.
Chamber of G.M and through him. This will avoid a situation where
every buyer putting forth a similar demand.
6) When sale of motorcycle (M.C) is over, the customer should be
taken to the cashier for payment of cash/down payment
D.D/Cheque etc. as the case is; and all assistance should be
rendered to him/her to complete this formality.
7) Once this formality is over, the customer should be taken to the
selection room and he/she be given a free hand in selecting the
motorcycle of his/her choice. After selection of motorcycle,
Chassis and engine number of the motorcycle should be noted
down, besides informing the POI in charge to
8) Get the motorcycle ready in all respects study fitting the
accessories as agreed to at the time of sale.
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9) The customer is brought to the passport executive for brief again
on the passport and its advantages by the passport executive.
During this process effort should be made to
Convince the customer to go in for passport and formalities be
completed, should the customer get convinced.
10) Now, the customer should be taken to the documentation
assistant, to complete the formality of T.R, P.R., Insurance cover
note, Invoice, Sale letter and gate pass issuance etc. A copy of
Invoice is given to the customer, if he/she demands (in norm all
course the customer gets these document on the next working day).
With gate pass the customers be brought the passport executive for
issuance of service book and warranty card.
The customer should be now taken to the workshop again and he
should be introduced to the work manager who will brief him/her on the
service matter during under warranty, post warrant and PMS. By this
time, the motorcycle with the key will be handed over congratulating
him/her on possessing a world class product.
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AWARDS & ACCOLADES:
Awards and Recognition to Hero Honda Motors Limited:-
2005
Consumer Awards 2005 - India's most preferred two-wheeler
brand by CNBC in the 'Automobiles' category
Bike Maker of the Year Award by Overdrive Magazine
ICWAI National Award for Excellence (Second) in Cost
Management 2004 in the private sector category by ICWAI
10th Motilal Oswal Wealth Creator Award for as the most
consistent wealth creator for the period 1991-2005
2004
Winner of the Review 200 Asias Leading Companies Award
(3rd Rank amongst the top 10 Indian companies)
GVC Level 1 (Highest Rating) by CRISIL for corporate
Governance
Adjudged as the Best Value Creator Large Size Companies 2003-
04 by the Outlook Money
Corporate Excellence Award 2004 by Indian Institute of Materials
Management
Adjudged as the Organization with Innovative HR Practices by HT
Power Jobs for HR Excellence
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ICSI National Award for Excellence in Corporate Governance
2004 by the Institute of Company Secretaries of India
2003
Winner of the Review 200 Asias 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
HERO HONDA PASSPORT PROGRAMMER:
The Hero Honda passport is an initiative design especially for
customer .A first of its kind customer Relationship program in the India
two wheelers industry this unique program is way of the saying that
customer are special to company. It is part of an effort to build strengthen
the relationship between company that begins when customer start using
a Hero Honda motorcycle.
ORGANISATION PROFIL E
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SHRI VENKATESH AUTOMOTIVES: AUTHOURIESED DEALEARS OF
HEROHONDA GULBARGA
STARTED : JUNE- 2000
FOUNDER : KRISHNARAJ.B.KULKARNI
TURNOVER OF 2008-2009: 25 CRORES
SALES OF 2008-2009: 7500 MOTERCYCLES
ADDRESS : SHRI VENKATESH AUTOMOTIVE
STBT ROADGULBARGA-585105
KARNATAKA
PH: 08472-229366 ,260341
ORGANISATION CHART
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Chair person
(partners)
General Manager
Accounts
Department
Spar Part
Department
Sales Department Servicing
Department
Head Mechanics
Work supervisor
Work Manager
Mechanics
Sales Executives
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WORK ALLOCATION CHART
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Work Manager
Team A
Washing
Supervisor
Computer
Operator
Passport program
in charge
Service Follow-up
(post service follow-
up)
Warranty In charge
Work Shop
Supervisor
Delivery
SupervisorFront Officer
Supervisor
Team B
Name
Name
Name
Team C
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ORGNISATION DEPARTMENTS
Sales Department
Service Department
Delivery Department
RTO work Department
Spare part Department
H.R. Department
SALES DEPARTMENT:
In this department all the matters regarding sales& purchases are
handled. Here sales executive meet the customer & brief them with the all
the details required information.
Here sales executive gives quotations, brief description about the required
bike model.
SERVICE & REPAIR DEPARTMENT
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Work Manager
In this department all the matters regarding service & repair are taken
care. This department is well structured work supervisor address the
problem & gives the customer delivery time then he passes the work slip
to head mechanic. Then head mechanics distributes the work with the
mechanics teams. And problem salving process is carried out.
Delivery Section:
In this section delivery of new bikes are given to the customers. Here
order is received by delivery section in charge were he cross checks the
document produced by the customer then he gives the keys of the bike to
the customer.
Here customer can have test ride of bikes & can select the bike.
RTO work department:
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Work Supervisor
Head Mechanics
M/C
C
M/C
C
M/C M/C M/C
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In this department all the matters regarding issuing of temporary
registration, temporary insurance, temporary passing of new bikes are
handled. All the necessary paper work required for temporary passing is
handled in this department.
Spare part department:
In this department spare part required by mechanics are stored. And
issued on requirement of the mechanics when necessary.
In this department large stock of Hero Honda spare part are stored to
avoid customer inconvenience.
HUMEAN RESOURSES:
In this department maintain the all human bodies. And select the
employee.
Research Proposal
The research will be conducted to gather information from 100
respondents & a structured questionnaire will be used to collect the
information from the respondents. The data which is collected from them
will be analyzed and classified.
Title
A study on the post sales service of the Hero Honda Motor Cycle
on customer satisfaction at Venkatesh automotives Gulbarga to improve
quality of service.
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Management problem
To determine the customer satisfaction level towards the services
of to Venkatesh automotives Gulbarga improve their quality of services.
Research Problem
In this the research problem is to understand whether the customers
are satisfied with their services or not. If not then to find how they can
improve their service quality to satisfy their customer.
Objective
To analyze various post sales service provided by Venkatesh
Automotives
To determine customer satisfaction level based on post sales
service provided.
To understand the behavior of the staff with customers.
To suggest measures to improve customer satisfaction and improve
quality of service.
Sources of data
Primary data: This data will be collected directly from
respondents by personnel interview through questionnaire.
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Secondary data: This data is generally developed and published
for some purpose other than for helping to solve the problem at hand. In
this study the secondary data is collected from interaction and discussions
with officials At Venkatesh Automotives Authorized dealers @
Gulbarga. & also this data collect from Magazines, Websites of the firm
Hero Honda.
Questionnaire
A structured questionnaire will designed to collect the data from
the respondents. Before collecting the data a pilot survey of 10
respondents will be done to know the accuracy of the questionnaire and to
know the questions which can be easy to understandable by the
respondents. After this survey the corrections will made. And used to
collect information from 100 respondents from various areas in Gulbarga
city.
Method of Sampling
Population: Individuals who buy Hero Honda motor Cycles
fromVenkatesh Authorized Dealers
Sample Frame: Individuals who buy Hero Honda motor Cycles from
Venkatesh Authorized Dealers
Extent: Gulbarga
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Time/Period of the study: 15-06-2009to 15-08-2009.
Sample unit: Individuals (Businessman, Students, Professionals,)
Sample Method: non-probability sampling, Convenience sampling
method.
Sample size: 100 respondents.
Measurement Technique
During this research questionnaire is used as measurement
techniques for obtaining information directly from the respondents.
Analysis of the Data
In this study the relationship between independent variable and
independent variables are expressed in the form of percentage of the total
population and the data is analyzed by using SPSS Software.
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Q1. Do you own a Hero Honda Motorcycle?
Models Respondent Percentage (%)
Splendor 36 36%
Passion 32 32%
CBZ 10 10%
Other 22 22%
TOTAL 100
3632
10
22
0
10
20
30
40
spl pass CBZ Others
PERSENTAG
Interpretation
As from the above graph it is clear that all 100 respondents are
having different Hero Honda bikes.
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Q2. Do you come for service with appointment?
Respondent percentage%
with opp 65 65%
without opp 35 35%
65
35
020
40
60
80
with opp without
opp
PERSENTAGE
Interpretation
The above graph clearly shows that 65% of the respondents come
for servicing of their Hero Honda bikes with prior appointment and
remaining 35% of the respondents come without prior appointment.
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Q3. Are you aware of total number of free services offered by Venkatesh
Dealers?
Respondent percentage%
YES 94 94%
NO 4 4%
Total 100
96
4
0
50
100
YES NO
PERSENTAG
Interpretation
From the above graph its clear that maximum number of the
respondents that is 96% of the respondents are aware about the total
number of free services offered by and only 4% of the respondents dont
know or unaware about this.
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Q4. Do you know the various sub services provided during free services?
Respondent percentage%
YES 78 78%
NO 22 22%
Total 100
78
22
0
20
40
60
80
Yes No
PERCENTAGE%
Interpretation
As from the above graph its seem that maximum number of the
customers of the Venkatesh Automotives that is 78% of respondents are
aware about various sub services provided in each free service. Only 22%
of respondents are unaware about various sub services.
Q5. How was the approach of the staff during services?
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Respondent percentage%
Excellent 20 20%
Good 29 29%
Fair 49 49%
Bad 2 2%
20
29
49
20
10
20
30
4050
Exelent Good Fair Bad
PERSENTAGE
Interpretation
As from the above graph its seem that maximum number of the
customers of the Venkatesh Automotives that is 49% of respondents are
feel that the approach of the staff during service is Fair that is not
satisfactory or dissatisfactory. And 29% of the respondents feels that the
behavior the staff is good and 20% of the respondents feels that the
behavior is excellent and remaining 2% are feels it is bad.
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Q6. Did they deliver your vehicle on time?
Respondent percentage%
Yes 39 39%
No 61 61%
Total 100
39
61
0
20
40
60
80
Yes No
PERSENTAGE
Interpretation
The above graph clearly shows that 61% of the respondents have
not get their bike on time that is they did not get timely delivery and
remaining 39% of the respondents feels that they have got timely
delivery.
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Q7. During servicing of your vehicle all your complaints were addressed
properly?
Respondent percentage%
Yes 96 96%
No 4 4%
Total 100
9 6
4
0
5 0
1 0 0
Y e s N o
P E R S E N T A G
Interpretation
As from the above graph its seem that maximum number of the
customers of the Venkatesh Automotives that is 96% of respondents are
satisfied with respect to addressing their problems or solving their
problems.
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Q8. Which factors you will consider most while giving your vehicle for
service at Venkatesh Automotives?
Respondent Percentage%
Good Service 50 50%
Timely Delivery 20 20%
Staff Behavior 12 12%
Availability of spare parts 18 18%
Total 100
5 0
2 0
121 8
0
1 0
2 0
3 0
4 0
5 0
G S TD S B A S P
P E R S E N T A G
Interpretation
As from the above graph its seem that the various factors they
consider while giving their bikes for servicing. 50% of respondents
consider good service and 20% of respondent consider timely delivery
and 12% consider the staff behavior and remaining 18% consider
availability of spare parts.
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9. I am satisfied with the after sales services provided at Venkatesh
Automotives?
Respondent Percentage%
Completely 16 16%Satisfy 64 64%
Fair 16 16%
Dis satisfy 4 4%
Total 100
16
64
16
4
0
20
40
60
80
compl sat fair Dis sat
PERSENTAG
Interpretation
As from the above graph its seem that maximum number of the
customers of the Venkatesh Automotives that is 64% of respondents
satisfied with the post sales service of the Venkatesh Automotives and
16% of respondents completely satisfied and 16% of the respondents
feels the post sales service is fair and remaining 4% of the respondents
are dissatisfied.
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Q10. The paid service at Venkatesh Automotives is?
Respondent Percentage%
Cheap 16 16%
Moderate 62 62%
Costly 22 22%
Total 100
16
62
22
0
2040
60
80
cheap moderate costly
PERSENTAGE
Interpretation
As from the above graph its seem that 62% of the respondents feels
that the paid service at Venkatesh Automotives is moderate and 22%
feels the paid service is costly and remaining 16% of the respondents feel
the paid service is cheap.
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Q11. Do you want to prefer for future paid service at Venkatesh
Automotives?
Respondent Percentage%
Yes 48 48%
No 52 52%
Total 100
48
52
46
48
50
52
Yes No
PERSENTAG
Interpretation
The above graph clearly shows that 48% of the respondents wants
to give or prefer future paid service at Venkatesh Automotives and
remaining 52% dont prefer future paid service.
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Findings
1. In this survey it was found that 96% of the respondents in
Gulburga are aware about total number of free services which are
providing by Venkatesh automotives.
2. In this it was found that 78% of the respondents unaware about
total number of sub services which have given in each free service.
3. From the survey it was found that 49% of the respondents feels that
the behavior of the staff during the service is fair that is nor
satisfactory or dissatisfactory.
4. In this it was found that 61% of the respondents did not get their
bikes delivery on time.
5. In this survey it was found that 96% of the respondents are
satisfied with respect to addressing their complaints. This indicates
that in Venkatesh automotives proper care has given on solving
customer problems.
6. It was found in the survey that 64% of the respondents satisfied
with the post sales service of the Venkatesh automotives. This
shows that the overall performance of the Venkatesh automotives
is good.
7. In this survey it was found that the 62% of the respondents feels
that the cost of paid service is moderate.
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Suggestions
1. Maximum number of the respondents is unaware of the total
number of sub services which Venkatesh automotives are
providing. So it is suggest that in Venkatesh automotives service
station they should stick a pamphlet or hoarding which gives
information about sub services.
2. Nearly half of the respondents feel that the behavior of the staff is
fair. So it suggests that the behavior is also a part of the service so
the staff member should behave well and maintain good
relationship with the customers to improve their service quality.
3. More than half of the respondents did not get delivery of bikes on
time. This shows that customers are not satisfied with
4. respect to this. So it suggests that maintain timely delivery of their
bikes to satisfy the customers.
5. Maximum numbers of respondents believe that the paid service at
Venkatesh automotives is moderate and nearly half of them dont
want to give their bikes for paid service because they did not find
any difference between local garages and in their service station.
So is suggesting them to give advertisement with regards to paid
services.
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SUMMARY:-
The Indian two wheelers industry has grow from a meager 900
vehicles in 1950 to a staggering figure of over 1.5 million vehicles in
1988.
The group of India enters into collaboration with Honda group of
Japan on January 19, 1984 and started with the name of Hero Honda a
successful two wheelers manufacturing company in four stroke vehicles.
The Hero Honda company is having 11 different verities of
products as fallows;
Splendor+, Karizma, CBZ Extreme, Achiever, Passion +, CD-Down,
Pleasure, Super Splendor, Glamour, CD Deluxe, Achiever.
The research conducted in the realm of two wheelers reflects that
the total respondents 100 per cent sample respondents own Hero Honda
brand vehicles.
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CONCLUSION
The Hero Honda is the No.1 two-wheeler company in India which
produces wide variety of products with different models, aesthetics etc,
by which it has captured a large market share in two-wheeler market.
From this survey it was found that the overall performance of the
Venkatesh automotives is good. And maximum numbers of the customers
are satisfied with their post sales service.
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Questionnaire
This is an anonymous survey(Please do not mention your name)
Dear Respondent,
Thanking in Advance.
Please tick ( ) mark for answer.
1. Do you own a Hero Honda motor cycle?(1)Yes (2) No
2. If yes which model?
3. How often you go for servicing?
4. Do you come for service with appointment?
(1)With appointment (2) without
appointment
5. Are you aware of total no of free services offered by
Venkatesh Automotives?
(1) Yes (2) No
6. Do you know the various sub services provided during free
services?
(1) Yes (2) No
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13. The paid service at Venkatesh is?
(1) Cheap (2) Moderate (3) Costly
14. Do you want to prefer for future paid services at Venkatesh
Automotives?
(1) Yes (2) No
15.If No why? Give reasons
16. Any suggestions to improve quality of service at Venkatesh
Automotives?
BIBLIOGRAPHY
REFERENCE BOOKS
1. MARKETING RESEARCH
Tull and Hawkins.
2. CONSUMER BEHAVIOR
Schiffman & Kanuk
WEBSITE
1. www.herohonda.com.
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2. www.google.coms
http://www.google.com/http://www.google.com/