Customer awareness and effectiveness @ hero honda project report
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Customer awareness and effectiveness @ hero honda project report

Customer awareness and effectiveness @ hero honda project report

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    Customer awareness and effectiveness @ hero honda project report Customer awareness and effectiveness @ hero honda project report Document Transcript

    • PATSON AGENCIES, BELGAUM INDEX CONTENTS PAGE NO. CHAPTER – I Executive Summary Introduction Literature Review Statement Of The Problem Purpose Of The Study Scope Of The Study Objective Of The Study CHAPTER - II Organization Profile Organization Chart Sampling Marketing Research Design Data Collection Methods Measuring Tools CHAPTER - III Analysis & Interpretation Master Data Code Sheet Summary Findings Recommendation & Suggestions Conclusion CHAPTER - IV Questionnaire Bibliography BABASAB PATIL
    • PATSON AGENCIES, BELGAUM BABASAB PATIL
    • PATSON AGENCIES, BELGAUM EXECUTIVE SUMMERYA project report containing the marketing research on “Customer awareness andeffectiveness of Hero Honda passport program” HHPP is a is a program launched bythe company to build long term relations with customers & to promote the sales oforiginal spares & services. From authorized dealer only.This project is partial fulfillment of requirement of MBA 2nd semester in BelgaumInstitute of Management Studies, Belgaum.It was an opportunity to learn the practical aspects of industries. I choose this topicconcerned to company requirement. Hero Honda company is market leader in two-wheeler segment. And to maintain this relation they need strong relation with theircustomers. And achieve that company has launched this HHPP program.Now company want to know the awareness & effectiveness of this program.So they need to know, what is the awareness level & the customer response about HeroHonda passport program was needed I collated the information by a structuredquestionnaire that included requirements what the company needed & the questionnaireis attached in the appendix. BABASAB PATIL
    • PATSON AGENCIES, BELGAUM INTRODUCTIONThe project consists of the topic called “customer awareness & effectiveness of HeroHonda passport program” at PATSON agencies.Hero Honda company is worlds largest two wheeler motorcycle company. It is a jointventure company between Hero group & Honda company Japan it has highest record ofselling two wheeler bikes ever.I carried out my project in PATSON agencies who are the major dealers of Hero Hondacompany in Belgaum city.The reason behind Hero Honda company to become worlds No.1 company are satisfiedcustomers & dealers.So to keep this position, company has to build good relation with customers. So companyhas launched “Hero Honda passport program” which is a customer relation program aswell as dealers beneficial program.It is a great opportunity for me to do a project for such a esteemed company. And theproject was required for the partial fulfillment of MBA 2nd semester in “Belgaum Instituteof Management Studies, Belgaum.” BABASAB PATIL
    • PATSON AGENCIES, BELGAUMHence it is necessary to know the customers are aware of this program. It is alsonecessary to know the effectiveness of this program. Hence a questionnaire wasformulated. Keeping in mind the objectives that were framed with the help of company’sguide & the survey was being conducted at major part of the Belgaum city, & HeroHonda outlet (PATSON agencies).Also which helps the customers to update his knowledge & make better decisions. BABASAB PATIL
    • PATSON AGENCIES, BELGAUM LITERATURE REVIEWSince efficient consumer response (ECR) was first introduced into the academic literaturein 1993, it has been defined more in the sense of a system or a philosophy rather than aparticular concept & integration of the marketing channels.The efficient consumer response (ECR) movement began in US in 1993. The main reasonwhy this program was initiated was an on increasing population of consumers demandingmore quality more variety less time out of their hectic schedule.ECR is about “Working together to fulfill consumer whishes better, faster & at less cast”Embedded in this simple statement are two fundamental principles that guide all ECRefforts.Focus on consumers: A commitment to the belief that sustained business success stemsonly from providing consumers with products services that consistently meet theirpurpose their demands & expectations.Working together: Recognition that the greatest consumer value can be offered onlywhen organizations, work internally & with their trading partners, to overcome barriersthat erode efficiency & effectiveness. BABASAB PATIL
    • PATSON AGENCIES, BELGAUM STATEMENT OF THE PROBLEMIn this era of competitive world, the companies providing services & other tang ableproducts to the customers has to become more customer attentive. For that companies hasto maintain long & productive relation with the customers. Taking this into considerationHero Honda has launched program to customers, i.e. Hero Honda passport program. Nowcompany wants to know awareness level & effectiveness of that program. PURPOSE OF THE STUDY  To determine the awareness of Hero Honda passport program  To get ideas for improvement from customers  To know the attitude of the customers about HHPP  To spares & services from authorized dealers BABASAB PATIL
    • PATSON AGENCIES, BELGAUM SCOPE OF THE STUDYThe main purpose of the study is to know the customer awareness, effectiveness, 7response towards HHPP. The study is conducted in Belgaum city. This study help thecompany to know the effectiveness of this program in Belgaum city at Patson agencies. OBJECTIVES OF THE STUDYResearch objectives: 1) To know the awareness level of customer about Hero Honda passport program. 2) To know the effectiveness of Hero Honda passport program. 3) To know the attitude of customers 4) To suggest the Ideas for improvement of Hero Honda Passport Progra INDUSTRY PROFILEAuto Industry Automobile industry has a mixed rally in terms of production performance. The overall growth for the year 2001-02 over the previous year was 13%. Passenger cars and MUVs together recorded a production growth of 7%. The growth of heavy vehicles was low at 3.5%. The LCVs however registered a negative growth during the year. The two and three wheeler industry braved the slow down and recorded a growth of 16% for the year 2001-02. Within the two-wheeler industry, motorcycle segment grew BABASAB PATIL
    • PATSON AGENCIES, BELGAUMat a phenomenally high rate of 35% as against a deceleration of 3% for scooters and27% for mopeds. In fact, motorcycle has been taking away the share of scooters andmopeds in a 4.3 million two-wheeler market and surging ahead with its market shareof 68%. The increasing demand from semi-urban and rural segments may have causedthis positive shift towards motorcycles. Also, easy credit coupled with low interest rateregime, constrained personal transport, increasing income levels in middle class andhigher aspirations of young people all seem to be the factors responsible for such highgrowth in two-wheelers. The growth in two-wheelers has been robust enough to counterthe slow down and other factors constraining the overall business activity in thecountry. Also, rationalization of excise duty in the Union Budget 2001-02 had apositive impact on the demand for motorcycles. We also expect the motorcycles tocontinue to lead the two-wheeler segment like in all other Asian countries. Availableforecasts suggest that this trend would continue for another couple of years and theindustry would record nearly double-digit average annual growth up to 2006. BABASAB PATIL
    • PATSON AGENCIES, BELGAUM COMPANY PROFILE Hero Honda Motorcycle Ltd. Type Public company BSE:HEROHONDA M Founded January 19, 1984 Location India Key people Brijmohan Lal Munjal (Chairman and Managing Director Industry Automotive Products Motorcycles, Scooters Revenue 7,536 crores Rs 2004-2005 Website www.herohonda.comHero Honda Motorcycles Limited is an Indian manufacturer of motorcycles andscooters. Hero Honda is a joint venture that began in 1984 between the Hero group ofIndia and Honda from Japan. It has been the worlds biggest manufacturer of 2-wheeledmotorized vehicles since 2001, when it produced 1.3 million motorbikes in a single year.Hero Hondas Splendor is the worlds top selling motorcycle. Its 2 plants are in Dharuheraand Gurgaon, both in Haryana, India. It specializes in dual use motorcycles that areunderpowered and very fuel efficient BABASAB PATIL
    • PATSON AGENCIES, BELGAUMMission Statement:“We, at Hero are continuously for synergy between technology, systems, and humanresources to provide products and services that the quality, performance, and priceaspirations of our customers. While doing so, we maintain the highest standards of ethicsand societal responsibilities, constantly innovate products and processes, and developteams that keep the momentum going to take the company to excellence in the newmillennium”.Board of Directors:Chairman: Mr. Brijmohan Lall MunjalManaging Director: Mr. Pawan MunjalJoint Managing Director Mr. Miki YamamotoDirector Mr. Satyanand MunjalDirector Mr. Om Prakash MunjalDirector Mr. Satoshi ToshidaDirector Mr. Koji NakazonoDirector Mr. S P VirmaniDirector Mr. N N VohraDirector Mr. Pradeep DinodiaDirector Gen. (Retd.) V P MalikDirector Mr. Analjit SinghDirector Dr. Pritam SinghDirector Dr. Vijay Laxman KelkarDirector Ms. Shobhana Bharlia BABASAB PATIL
    • PATSON AGENCIES, BELGAUM BABASAB PATIL
    • PATSON AGENCIES, BELGAUMMilestones of Hero Honda Company1984: Company Incorporated Technical collaboration signed Foundation stone laid.1985: First motorcycle (Model CD 100) produced 200 motorcycles per day production.1986: Quality circles launched.1987: Engine plant stated 1,00,000th Motorcycle produced.1988: Hero Honda Family club formed at Gurgaon 200,000th motorcycle produced.1989: Sleek model Introduced 300,000th Motorcycle produced.1990: 400,000th Motorcycle produced Pegasus Award from Digest for campaigning ‘OneLiter Road’1994: Splendor model introduced 10,00,000th motorcycle produced.1995: National Award for Outstanding contribution to the Development of Indain ScaleIndustry (NSIC Award presented by president of India)1996: Hero Honda becomes first company to serve Army, Navy & Air Force with its100cc motorcycles 1000 motorcycles per day production stated.1999: Best productivity Award for the best performance in Automobile & Tractor Sectorby National Productivity council presented by Vice President of India.2000: Splendor declared world No. one largest selling signal two wheeler model.Passport Program – Customer Relation Program launched2001: Winner of the Review 200- Asia’s Leading Companies Award (9th Rank amongsttop 10 Indian Companies) passion model launched Achieved OM – One millionproduction in one single year.2002: Winner of the Review 200- Asia’s Leading Companies Award (4th Rank amongsttop 10 Indian Companies) BABASAB PATIL
    • PATSON AGENCIES, BELGAUM2003: Winner of the Review 200- Asia’s Leading Companies Award (3rd Rank amongsttop 10 Indian Companies)Company Profile“Hero”, is the brand name used by the Munjal brothers in the year 1956 with the flagshipcompany Hero Cycles. The two-wheeler manufacturing business of bicycle componentshad originally started in the 1940’s and turned into the world’s largest bicyclemanufacturer today. Hero, is a name synonymous with two-wheelers in India today. TheMunjals roll their own steel, make free wheel bicycle critical components and havediversified into different ventures like product design. The Hero Group philosophy is:“To provide excellent transportation to the common man at easily affordable prices andto provide total satisfaction in all its spheres of activity”. The Hero group vision is tobuild long lasting relationships with everyone (customers, workers, dealers and vendors).The Hero Group has a passion for setting higher standards and “Engineering Satisfaction”is the prime motivation, way of life and work culture of the Group. In the year 1984, Mr.Brijmohan Lal Munjal, the Chairman and Managing Director of Hero Honda Motors(HHM), headed an alliance between the Munjal family and Honda Motor Company Ltd.(HMC). HHM Mission Statement is: “We, at Hero Honda, are continuously striving forsynergy between technology, systems, and human resources to provide products andservices that meet the quality, performance, and price aspirations of our customers. Whiledoing so, we maintain the highest standards of ethics and societal responsibilities,constantly innovate products and processes, and develop teams that keep the momentumgoing to take the company to excellence in the new millennium”. This alliance became BABASAB PATIL
    • PATSON AGENCIES, BELGAUMone of the most successful joint ventures in India, until the year 1999 when HMC hadannounced a 100% subsidiary, Honda Motorcycle & Scooter India (HMSI). Thisannouncement caused the HHM stock price to decrease by 30 percent that same day.Munjal had to come up with some new strategic decisions as, HMSI and other foreignnew entry companies were causing increased intensity of rivalry for HHM.II. HISTORYIndia 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 1950’swith the birth of Automobile Products of India (API) that manufactured scooters. APImanufactured the Lambrettas but, another company, Bajaj Auto Ltd. surpassed API andremained through the turn of the century from its association with Piaggio of Italy(manufacturer of Vespa). The license raj that existed between the1940s to1980s 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 localplayers to have a seller’s market. Customers in India were forced to wait 12 years to buya scooter from Bajaj. The CEO of Bajaj commented that he did not need a marketingdepartment, only a dispatch department. By the year 1990, Bajaj had a waiting list thatwas twenty-six times its annual output for scooters. The motorcycle segment had thesame long wait times with three manufacturers; Royal Enield, Ideal Jawa, and Escorts.Royal Enfield made a 350cc Bullet with the only four-stroke engine at that time and tookthe higher end of the market but, there was little competition for their customers. IdealJawa and Escorts took the middle and lower end of the market respectively. In the BABASAB PATIL
    • PATSON AGENCIES, BELGAUMmid-1980s, the Indian government regulations changed and permitted foreign companiesto enter the Indian market through minority joint ventures. The two-wheeler marketchanged with four Indo-Japanese joint ventures: Hero Honda, TVS Suzuki, BajajKawasaki and Kinetic Honda. The entry of these foreign companies changed the Indianmarket dynamics from the supply side to the demand side. With a larger selection of two-wheelers on the Indian market, consumers started to gain influence over the products theybought and raised higher customer expectations. The industry produced more models,styling options, prices, and different fuel efficiencies. The foreign companies newtechnologies helped make the products more reliable and with better quality. Indiancompanies had to change to keep up with their global counterparts.III. BUSINESS GROWTHThe business growth of Hero Honda has been phenomenal throughout its early days. TheMunjal family started a modest business of bicycle components. Hero Group expanded sobig that by 2002 they had sold 86 million bicycles producing 16000 bicycles a day.Today Hero Honda has an assembly line of 9 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 ofJapan in 1984, to manufacture motorcycles. It is currently the largest producer of TwoWheelers in the world. It sold 3 million bikes in the year 2005-2006. Recently it has alsoentered in scooter manufacturing, with its model PLEASURE mainly aimed at girls. TheHero Group has done business differently right from the start and that is what has helpedthem to achieve break-through in the competitive two-wheeler market. The Groups lowkey, but focused, style of management has earned the company plaudits amidst investors, BABASAB PATIL
    • PATSON AGENCIES, BELGAUMemployees, vendors and dealers, as also worldwide recognition. The growth of the Groupthrough the years has been influenced by a number of factors: Just-in-Time The HeroGroup through the Hero Cycles Division was the first to introduce the concept of just-in-time inventory. The Group boasts of superb operational efficiencies. Every assembly lineworker operates two machines simultaneously to save time and improve productivity.The fact that most of the machines are either developed or fabricated in-house, hasresulted in low inventory levels. In Hero Cycles Limited, the just-in-time inventoryprinciple has been working since the beginning of production in the unit and is functionaleven till date.. This is the Japanese style of production and in India; Hero is probably theonly company to have mastered the art of the just-in-time inventory principle.Ancillarisation:An integral part of the Group strategy of doing business differently was providingsupport to ancillary units. There are over 300 ancillary units today, whose production isdedicated to Heros requirements and also a large number of other vendors, which includesome of the better known companies in the automotive segment. Employee Policy:Another Striking feature within the Hero Group is the commitment and dedication of itsworkers. There is no organized labor union and family members of employees find readyemployment within Hero. The philosophy with regard to labor management is "Hero isgrowing, grow with Hero." When it comes to workers benefits, the Hero Group is knownfor providing facilities, further ahead of the industry norms. Long before other companiesdid so, Hero was giving its employees a uniform allowance, as well as House RentAllowance (HRA) and Leave Travel Allowance (LTA). Extra benefits took the form of BABASAB PATIL
    • PATSON AGENCIES, BELGAUMmedical check-ups, not just for workers, but also for the immediate family members.Dealer Network:The relationship of Hero Group with their dealers is unique in its closeness. The dealersare considered a part of the Hero family. A nation-wide dealer network comprising ofover 5,000 outlets, and have a formidable distribution system in place. Sales agents fromHero travels to all the corners of the country, visiting dealers and send back dailypostcards with information on the stock position that day, turnover, fresh purchases,anticipated demand and also competitor action in the region. The manufacturing unitshave a separate department to handle dealer complaints and problems and the firstresponse is always given in 24 hours. Financial Planning:The Hero Group benefits from the Group Chairmans financial acumen and his grasp ontechnology, manufacturing and marketing. Group Company, Hero Cycles Limited hasone of the highest labor productivity rates in the world. In Hero Honda Motors Limited,the focus is on financial and raw material management and a low employee turnover.Quality: Quality at Hero is attained not just by modern plants and equipment and throughlatest technology, but by enforcing a strict discipline. At the Group factories, attainingquality standards is an everyday practice - a strictly pursued discipline. It comes from anamalgamation of the latest technology with deep-rooted experience derived from nearlyfour decades of hard labor. It is an attitude that masters the challenge of growth andchange - change in consumers perceptions about products and new aspirations arisingfrom a new generation of buyers. Constant technology up gradation ensures that theGroup stays in the global mainstream and maintains its competitive edge. With each of itsforeign collaborations, the Group goes onto strengthen its quality measures as per the BABASAB PATIL
    • PATSON AGENCIES, BELGAUMbook. The Group also employs the services of independent experts from around the worldto assist in new design and production processes. Diversification:Throughout the years of enormous growth, the Group Chairman, Mr. Lall has activelylooked at diversification. A considerable level of backward integration in itsmanufacturing activities has been ample in the Groups growth and led to theestablishment of the Hero Cycles Cold Rolling Division, Munjal and Sunbeam Castings,Munjal Auto Components and Munjal Showa Limited amongst other component-manufacturing units. Then there were the expansion into the automotive segment with thesetting up of Majestic Auto Limited, where the first indigenously designed moped, HeroMajestic, went into commercial production in 1978. Then came Hero Motors whichintroduced Hero Puch, in collaboration with global technology leader Steyr Daimler Puchof Austria. Hero Honda Motors was established in 1984 to manufacture 1000 ccmotorcycles. The Hero Group also took a venture into other segments like exports,financial services, information technology, which includes customer response servicesand software development. Further expansion is expected in the areas of Insurance andTelecommunication.The Hero Groups phenomenal growth is the result of constant innovations, a close watchon costs and the dynamic leadership of the Group Chairman, characterized by an cultureof entrepreneurship, of right attitudes and building stronger relationships with investors,partners, vendors and dealers and customers. BABASAB PATIL
    • PATSON AGENCIES, BELGAUMSALES PERFORMANCEHero Honda, the ‘World No.1’ two-wheeler company, continues to strengthen itsleadership in the Indian two-wheeler industry, registering impressive growth in sales inthe first quarter of the FY 2006 – 07.For the quarter ending June 2006, the company achieved cumulative sales of 8,32,692units, recording a growth of 21.29% compared to the same period last year. During thecorresponding period last Financial Year, the company had recorded sales of 6,86,494units in the first quarter ending June 2005.In June 2006, the company sold 2,78,660 units registering an impressive growth of23.26% as against 2,26,073 units in June last year.During the month, Hero Honda launched Glamour FI - India’s first Fuel Injectionmotorcycle. The new technology eliminates the need for a carburetor, offers the mostcomfortable drive and the lowest emissions, in addition to a host of other features, whichis now available for the first time to Indian two-wheeler riders.An Environmentally and Socially, Aware CompanyAt Hero Honda, our goal is not only to sell you a bike, but also to help you every step ofthe way in making your world a better place to live in. Besides its will to provide a high-quality service to all of its customers, Hero Honda takes a stand as a socially responsibleenterprise respectful of its environment and respectful of the important issues. BABASAB PATIL
    • PATSON AGENCIES, BELGAUMHero Honda has been strongly committed not only to environmental conservationprogrammes but also expresses the increasingly inseparable balance between theeconomic concerns and the environmental and social issues faced by a business:businesses must not grow at the expense of mankind and mans future but rather mustservemankind."We must do something for the community from whose land we generate our wealth." Afamous quote of Mr.Brijmohan Lall Munjal, CMD. BABASAB PATIL
    • PATSON AGENCIES, BELGAUM ORGANISATION PROFILPATSON AGENCIES: AUTHOURIESED DEALEARS OF HERO HONDA MOTERCYCLES, BELGAUMSTARTED :APRIL 1985FOUNDER: BAPUSHAB PATIL & PRABHAKAR PATILPRESENT CHAIR PERSONS: Mr. PRABHAKAR PATIL Mrs. CHANDARANI PATIL Mr. RAHUL .P. PATIL Mr. HARSH .P. PATILTURNOVER OF 2005-2006: 17 CRORESSALES OF 2005-2006: 4730 MOTERCYCLESADDRESS : PATSON AGENCIES P.B.ROAD, BELGAUM -590003 KARNATAKA PH:0831-2486674 ,2486385 BABASAB PATIL
    • PATSON AGENCIES, BELGAUM ORGANISATION CHART Chair person(partners) General ManagerAccounts Spar Part Sales Department ServicingDepartment Department Department Sales Executives Work Manager Work supervisor Head Mechanics Mechanics BABASAB PATIL
    • PATSON AGENCIES, BELGAUM WORK ALLOCATION CHART Work ManagerFront Officer Work Shop Washing DeliverySupervisor Supervisor Supervisor SupervisorName Team AName Team BName Team CWarranty In charge Service Follow- Passport program Computer up(post service in charge Operator follow-up) BABASAB PATIL
    • PATSON AGENCIES, BELGAUMORGNISATION DEPARTMENTS  Sales Department  Service & repair Department  Delivery Department  RTO work Department  Spare part Department  Account & Billing DepartmentSALES DEPARTMENT:In this department all the matters regarding sales& purchases are handled. Here salesexecutive 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 Work Manager Work Supervisor Head Mechanics M/C M/C M/C M/C BABASAB PATIL
    • PATSON AGENCIES, BELGAUMIn this department all the matters regarding service & repair are taken care. Thisdepartment is well structured work supervisor address the problem & gives the customerdelivery time then he passes the work slip to head mechanic. Then head mechanicsdistributes the work with the mechanics teams. And problem salving process is carriedout.Delivery Section:In this section delivery of new bikes are given to the customers. Here order is received bydelivery section incharge were he cross checks the document produced by the customerthen 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:In this department all the matters regarding issuing of temporary registration, temporaryinsurance, temporary passing of new bikes are handled. All the necessary paper workrequired for temporary passing is handled in this department.Spare part department:In this department spare part required by mechanics are stored. And issued onrequirement of the mechanics when necessary.In this department large stock of Hero Honda spare part are stored to avoid customerinconvenience.Account & Billing department:In this department the matters regarding all accounts are registered i.e. all day-todaytransactions & final report is produced at the end of the financial year to the management. BABASAB PATIL
    • PATSON AGENCIES, BELGAUMINTRODUCTION TO HERO HONDA PASSPORT PROGRAM (HHPP)HHPP was the program launched by the Hero Honda Company in year 2000 on thedeclaration of Splendor as world No.1 Largest selling single two wheeler model.HHPP is program launched by the company to build long tram business relation withcustomers. It is basically a “Customer relationship Programme” instituted specially forHero Honda customers.It is also program to motivate the customers to use original Hero Honda spare parts fromauthorized dealers & also avail the service from authorized dealers.What is the Hero Honda Passport Programme?The Hero Honda Passport Programme is a Customer Relationship Programme institutedspecially for customer and dealers. Upon enrolling for the Programme, customer obtain aHero Honda Passport, which entitles customer to a host of benefits, privileges andexclusive rewards. Whats more, customer also become eligible for the Hero HondaWinners of the Month, which could win you a Hero Honda Splendor+, or a cash prize ofRs. 40.000!Who is eligible for the Hero Honda Passport?Any Hero Honda motorcycle owner or user is eligible for the Hero Honda Passport.However, it is the actual user of the motorcycle, who derives maximum benefits from it. BABASAB PATIL
    • PATSON AGENCIES, BELGAUMHow to apply for the Hero Honda Passport?  Fill-in the Hero Honda Passport Application Form available all Hero Honda authorized dealerships/workshops.  Pay requisite enrolment fee, and attach two passport-sized photographs with the application form.  Your personalized Hero Honda Passport will be processed and delivered to you by your dealer, within 4 weeks of applying.What is the Hero Honda Passport?  The Hero Honda Passport is a personal identification document that would carry details such as your photograph, name, address and signature.  This document certifies your membership to the Hero Honda Passport Programme.  The Hero Honda Passport opens the door to a host of special offers that Hero Honda Motors Limited has in store for you including attractive gifts, special invitations and discounts. The Hero Honda Passport is valid for a period of 3 years.Benefits of owning a Hero Honda passportSome of 1 he benefits are: • Instant Benefits - A one-year or three year Free Accident. Insurance cover worth Rs 11 lakh. - Opportunity to participate in a national draw and win Rs 40,000 in cash or Splendor+ • Bike Related Benefits - Attractive gifts on reaching specific milestones. BABASAB PATIL
    • PATSON AGENCIES, BELGAUM - A Special gift on your first transaction with a Hero Honda dealership or an authorized service centre -Opportunity to get a Bike service certificate that may increase the resale value of your bike. - A special 5% discount on the purchase of spares* • Lifestyle Related Benefits: -Chance to be invited to events such as movie shows, musical nights and carnivals. -Exclusive discount offers from other brands of your interest. -Regular information through the Suhana Safar newsletter.How to use the Hero Honda Passport?  You need to carry your Hero Honda Passport with you when you visit a Hero Honda authorized dealership/workshop.  Every time you do a transaction at a Hero Honda showroom /workshop, the dealer would reward points into your passport. You are eligible to accumulate points, against purchase of spares, accessories, service and by referring friends to purchase a Hero Honda motorcycle.  You can win several gifts as you accumulate points swiftly.  Also, your points do not become zero after a gift collection and you can keep collecting gifts as you reach a particular milestone. BABASAB PATIL
    • PATSON AGENCIES, BELGAUM CONCEPTUAL BACKGROUND OF THE STUDYGENERAL CONCEPT:Industrialist and mangers, who earlier perceived management to be more of an art, havestarted realizing that management of business requires a more systematic and scientificapproach and are looking to theory for basis management solutions. This has resulted inexhaustive R&D in business theory, which has given has given also ManagementInformation Systems.MARKETING:Marketing is a social Process by which individuals and group obtain what they need wantthrough creating offering and freely exchanging products and services of values withothers.Accordingly to Peter Druker there will always, one can assume be need for some sealing.But the aim, of marking is to make selling superfluous. The aim of marketing is to knowand understand the customer so we that the products or services fits him and sells it.Ideally marketing should result on a customer who is ready to but all that should beneeded then is to make produce or service available. BABASAB PATIL
    • PATSON AGENCIES, BELGAUMEvolving even of marketing role in the company:Some company department (often manufacturing finance and R&D) beeline a strongermarketing function threatens their power in the organization. Initially the marketingfunction is seen as one of several equally important functions in a check and balancerelationship. Lack of demand leads marketers to argue that their function is moreimportant. Enthusiasts go further and say marketing is the major function of theenterprise, for without customers there would be an company. Enlightened marketersclassify the issue by putting the customers rather then marketing at the center of thecompany. They argue for a customer orientation in which all functions work altogether torespond to serve and to satisfy the customer. Some marketers say the marketing stillneeds to command a central position if the customer’s needs are to be correctlyinterpreted and effectively satisfied.MARKETING INFORMATION SYSTEM:Every firm must organize a rich flow of information to its marketing managerscompetitive company study their manager information needs and design marketinginformation system to meets their needs.A MIS consists of people, equipment and procedures together, sort, analyze, evaluate anddistribute needed timely and accurate information to the marketing decision makers.The information is developed through internal company records, marketing Intelligenceactivities, marketing research and marketing decision support analysis. BABASAB PATIL
    • PATSON AGENCIES, BELGAUMBRAND:Branding is major issue in product strategy on the one hand developing branded productrequires a greater deal of long term investments, especially for advertising, promotionand packing. Many brand oriented companies markets say “brand is the name, term, sign,symbol or a combination of them intended to identify the goals or service of one seller orgroup of sellers to differentiate them from those competitors.”In essence, a brand identifies the seller or maker; it can be a name, trade ark, log or theother symbol, under trademark law, the seller is granted exclusive fights to the use ofbrand name in perpetuity.A brand is essentially a seller promise to deliver a specific set of features, benefits andservice consistently to the buyers. The best brands convey a warranty quality, but a brandis an even more complex symbol. It can convey up to six levels of meaning.  Attributes: a brand brings to mind certain attributes  Benefits: attributes must be translated into functional and emotional. The attribute durable could translate into the functional benefit.  Values: The brand also says something about the producers value.  Culture: The brand may represent or certain culture like Mercedes represent Greman culture, organized efficient, high quality.  Personality : the brand can project a certain personality.  User : the brand suggest the kind of customers who buys or uses the product. BABASAB PATIL
    • PATSON AGENCIES, BELGAUMIf a company treats a brand only as name, it misses the point. The branding challenge isto develop a deep set positive associations for the brand. Marketers must decide at whichlevel to anchor the brands identity.BRAND EQUITY :Brands vary in the amount of power and values they have in the market place at oneextreme are brands that are not known by most of the buyers. Then their brands for whichbuyers have high degree of brand awareness. Beyond this brands are with high degreecustomers rather that marketing of acceptability.Then there are brands that enjoy high degree of brand preference finally there are brandsthat command a high degree of loyalty.According to Aaker, to the degree of brand name recognition perceived brand quality,strong mental and emotional associations and other assets such as patents, trade marksand channel relationship.A brand name needs to be carefully managed so that its equity does not depreciate . Thisrequires maintaining or improving brand awareness., perceived quality and functionalityand positives associations . These tasks require continuing in R & D investments, skillfull advertisement and excellent trade and consumer service. BABASAB PATIL
    • PATSON AGENCIES, BELGAUMBRAND PULL:Brand pull is nothing but pulling effect by consumer for particular product. It means thatthe customer demand for particular brand. The customers will not refer to buy any otherbrand it is not available with dealers. Brand pull is very important for particular productsto become successful in the market. It sores the acceptance the by the customer for aparticular branded products. For attracting customers the product should fulfill the needsand wants of the customers. That is the product should give satisfaction the customer.BRAND PUSH :Brand push is another strategy. Brand push is done mostly by dealers if particular is notselling or else if the customer has no choice to buy which brand, then the dealer willsuggest to buy the particular brand and try to convince the customer to purchase, thatbrand is termed as brand push service.CUSTOMER DRIVES 3 KINDS SERVICES:Before sales service i.e. providing needed information to the buyer about the productservice at the time of sales : when selling process takes place, the company should takecare about the quick and delivery, installation etc.After sales service when sales have been some to the customer, the company should thinkthe customer is part of the family. So attending any emergency repair or any kind ofservice required should be met immediately so as to retain the customer BABASAB PATIL
    • PATSON AGENCIES, BELGAUMQUALITY:It is a totally of features and characteristics of a product or service that bare on its abilityto satisfy stated or implied needs.We can say that the seller has delivered quality whenever the sellers product or servicemeets or exceeds the customer expectations.DISTRICUTION EFECIENCY:Management needs to search for distribution economies in inventory control, warehouselocations and transportations modes. One problems that distribution efficiency declineswhen the company experiences the strong sales increases., it may causes in meetingdelivery dates. This leads customers to badmouth the company eventually ales fall.MEANING OF THE CUSTOMER SATISFACTION:Whether the buyer is satisfied after purchase depends on the offers performance inrelation to the buyer’s expectation in general;“Satisfaction is a persons feeling of pleasure or disappointment resulting from comparinga products perceived performance (or outcome) in relation to his/her expectations.As this definition makes clear, satisfaction is a faction of perceived performance andexpectations. If the performance falls short of expectation, the customer dissatisfied,highly satisfied, delighted. BABASAB PATIL
    • PATSON AGENCIES, BELGAUMMany companies are aiming for high satisfaction, because customers who are justsatisfied still find it easy to which when a better offer comes along. Those also are highlysatisfied are much less ready to switch high rates faction or delight creates un emotionalbond with the brand, net just a rational preference the result is high customer loyalty .Buying experiments friends and associates advice and market and competitorsinformation and promises. If marketer raises expectations too high the buying is likely tobe disappointed.A customer decision to be loyal or to default is the sum of many small encounters withthe company, consulting firms etc. corporation says that in order to convert all the smallencounters to customer loyalty, companies need to create a “Brand CustomerExperience”Customer oriented thinking requires the company to define customer needs from thecustomer point of view not from its own point of view. Every product involves tradeoffs,, and management can not known what these are without talking to and researchingcustomers. Thus a car buyer would like a high performance car that never breaks downthat is safe, attractively styled and chief. Since, all of them virtues cannot be confined inone carry the car designer must make hard chooses not on what pleases them but ratheron what customer prefer are expect. The aim, after all, is to make a sale through meetingthe customers need. BABASAB PATIL
    • PATSON AGENCIES, BELGAUMWhy is it supremely important to satisfy to customer ?Basically because of company’s sale each period comes from two groups. New customersand repeat customer. It always cost more to attract new customers than to retain currentcustomer. Therefore, customer retention is more critical than customer attraction.The key to customer retention is customer satisfaction to satisfied customer.  Buys again  Talks favorably to others about the company.  Pays less attention to competing brands and advertising.  Buys other products from the same company.A customer oriented company would track its customer satisfaction level each period andset improvement goals. If they manage to increase customer satisfaction and loyalty, itdoes not have top worry even if its profits are down in a particular year. It is on the righttrack satisfaction keeps falling it is on the working track. Profit would go up or down in aparticular year for many reason, inclosing rising controls falling prices, major newinvestments and soon. But, the ultimate sign of a healthy company is that its customersatisfaction index is high an d keeps rising companies future profits. BABASAB PATIL
    • PATSON AGENCIES, BELGAUMMARKET REASEARCHDEFINATION:Marketing research is the function which lines the consumer customer and public to themarketer through information used to identify and define marketing opportunities andproblems , generates refine and evaluates marketing action, monitor marketingperformance and impure understanding of marketing as process.Marketing research specifies the information required to address these issues designs themethod for collection information manages and implementing the data collection processanalyze the result and communicates the findings and their implication.OBJECTIVES OF THE MARKETING RESEARCH:Some of the research objectives are as follows,  To gain familiarity with a phenomenon, event, product or service.  To determine the frequency with something occurs or with it is associated with something else.  To test the hypothesis of casual relationship between variables.  To understand the requirement of market and formulate strategies as per the requirements. BABASAB PATIL
    • PATSON AGENCIES, BELGAUMSAMPLINGSample : Representation of a particular population and is the subset of the population:And is the subset of the population. Concerned to my project, The sample represented is ,as sample size of 125 people in number of the sample is consisting of the customers ofhero Honda within Belgaum city.,Stages in selection of a sample :  Define the target population.  Specify the sampling frame  Specify sampling method  Determine sample size.  Specify sampling plan.  Select the sample.Define the target population concerned to my project :I have selected the target population as, the customers of Hero Honda bikes within theBelgaum city.Select the sampling frame:  Concerned to my project , the sampling frame held in Belgaum city, i.e. Hero Honda outlet, (Patson Agencies) and major places of Belgaum city, i.e. RPD cross, Khade Bazar, Fort Road. BABASAB PATIL
    • PATSON AGENCIES, BELGAUMSPECIFY SAMPLING UNITS:  Sampling unit consisting of the sleeted sample.Specify sampling method.Concerned to my project, I am using the probability sampling method, where there is aprobability of selecting any customer of Hero Honda Patson agencies is known i.e.simple random sample.Determination of the sample sizeConcerned to my research sample size is selected is 125 i.e. value of the informationrecords the cast.Specify the sampling planSampling plan is done according to the stages in the sampling process.Select the sampleIt includes the actual selection of the sample elements (already listed), & field work (as Iam using the questionnaire for the survey) BABASAB PATIL
    • PATSON AGENCIES, BELGAUM RESEARCH DESIGNSteps in Research design  Define the research problem  Estimate the value of Information  Select the data collection method  Select the measurement technique  Select the sample  Select the analytical approach  Evaluate the ethics of the research  Specify time & financial cost  Prepare the research proposalStep 1: Define the research problemTo know the awareness level & effectiveness & response towards HHPP.Management problem / opportunity clarification Hero Honda company wants to makeHHPP more effective, so company want to know the present performance of thisprogram. BABASAB PATIL
    • PATSON AGENCIES, BELGAUMStep 2: Estimate the value of the information:The value of information should exceed the expected cost. I am conducting the samplesurvey method, & my sample size for my research is 125 its member.Step 3: Select the data collection method;I decided to go for survey method i.e. simple random sample using the questionnaireconducting the survey & using Dichotomous (close-ended), rating scale & open-endedquestions.Step 4: Select the measurement techniqueDescriptive type of research, using the questionnaire with rating scale, open & close-ended questions.Step 5: Select the sampleThe sample would be the customers of Hero Honda motorcycle within Belgaum city.Step 6: Select the analytical approach:Analyzing the collected information with the help of percentages (%) using MS-Excelsoftware.Step 7: Evaluate the ethics of the researchThe collected information (data) will be used for salving the management problem & notfor any non-ethical objectives will be addressed.Step 8: Specify time & financial cost:Time needed is two months (8 weeks) & the financial cost are;  Daily expenses about 50/- per two months it is about 1500+1500 = 3000/-  Stationary & printing about 1500/- total financial cost = 1500+1500 = 4500/- BABASAB PATIL
    • PATSON AGENCIES, BELGAUMStep 9: Prepare the Research proposal:My understanding of this project is as follows:Background:-HHPP is a program launched by the Hero Honda to build long term relation withcustomers & to promote sales of spares & services from authorized dealer. Now companywants to make this program more effective. So company wants to know presentperformance of this program.Purpose:The main objective is to know the awareness & effectiveness of Hero Honda passportprogram.Research approach:A non-technical description of data collection method i.e. sample survey that includescustomers of Hero Honda Patson in Belgaum.Time & cost requirement:Time needed is 2 months (8 weeks) & the financial cost are:  Daily expenses about 50/- per two months it would be 3000/-  Stationary & printing about 1500/- Total financial cost = 3000+1500 = 4500/- Data collection Method Primary Data collection BABASAB PATIL
    • PATSON AGENCIES, BELGAUM  Interview: The administrative of a questionnaire to an individual or group of individuals is called an interview.  Type of Interview: Structured interview it refers to the extent to which an interview is restricted to follows the warding & instructions in the questionnaire.Concerned to my project, I am using the structured questionnaire with open-ended &close-ended where & when necessary to the customers of Hero Honda Patson customerswithin Belgaum city.Measuring Tools:Descriptive type of research, using the questionnaire with open & close ended questions. BABASAB PATIL
    • PATSON AGENCIES, BELGAUM BABASAB PATIL
    • PATSON AGENCIES, BELGAUM ANALYSIS AND RECOMMENDATIONQ1:- Which Hero Honda Motorcycle Do you have? Models Respondent Percentage (%)Splendor 55 44%Passion 38 30%CBZ 10 8%Other 22 18%TOTAL 125 50 44 40 30 30 18 PERSENTAGE 20 10 8 0 splender passion CBZ OTHERInterpretation: From the above graph it reveals that 45% of the respondents are splendorUsers ,30% are passion users ,8% are CBZ users & 18% of respondents are users of otherHero Honda models. BABASAB PATIL
    • PATSON AGENCIES, BELGAUMQ2:-Are you aware of Hero Honda Passport program? Option Respondent Percentage(% ) Yes 108 87 No 17 13 Total 125 AWARENESS LEVEL OF HHPP 100 80 60 PERSENTAGE(%) 40 20 0 YES NOInterpretation: from the above graph it reveals that from 125 respondent 87% of therespondent were aware of the HHPP & 13% are not aware of HHPP. BABASAB PATIL
    • PATSON AGENCIES, BELGAUMQ3) Are you a member of Hero Honda passport program? Option Respondent Percentage % Yes 98 91 No 10 8 Total 108 MEMBERSHIP 100 80 60 91 PERSENTAGE(%) 40 20 8 0 YES NOInterpretation : From the above graph it reveals that from 108 respondents 91% of therespondents were the members of HHPP & 8% of the respondents were not the memberof HHPP. BABASAB PATIL
    • PATSON AGENCIES, BELGAUMQ4:-Are you aware of advantages of Hero Honda passport program? Option Respondent Percentage (%) Yes 63 64 No 9 10 Not Exactly 26 26 Total 98 100 AWARENESS LEVEL ABOUT ADVATAGES 26 YES NO 10 64 NOT EXACTLYInterpretation: Form the above graph it reveals that from 98 respondent 64% of therespondents were aware of the advantages of Hero Honda Passport Program, 10% werenot aware of the Hero Honda Passport Program & 26% were aware but not completely. BABASAB PATIL
    • PATSON AGENCIES, BELGAUMQ5:-Under which Hero Honda Passport program you have registered? Plans Respondent Percentage (%) 125 21 22 175 77 78 TOTAL 98 100 PLANS UNDERTAKEN 22% 125 175 78%Interpretation: From the above graph it reveals that out of 98 respondent 22% of therespondents had registered under Rs. 125 plan program & 78% of respondents hadregistered under Rs. 175 plan program. BABASAB PATIL
    • PATSON AGENCIES, BELGAUMQ6:-How many times you received gifts from this program on your accumulated points? gifts received Respondent Percentage(%) Zero 7 7 < three times 22 23 four times 27 27 > four times 42 43 GIFTS RECEIVED 50 43 40 30 27 23 20 PERSENTAGE(%) 10 7 0 ZERO <3TIMES 4TIMES >4TIMESInterpretation: From the above graph it reveals that out of 98 respondent 07% of therespondents have not received the gifts, 23% have received the gifts for <3 times, 27% ofthe respondents have received the gift for 4 times & 43% of the respondents havereceived gifts for more then 4 times. BABASAB PATIL
    • PATSON AGENCIES, BELGAUMQ7:-Are you satisfied with advantages (gifts & benefits) for your purchase of spare parts or services under this program? SATISFACTION LEVEL SAMPLES % STRONGLY SATISFIED 11 12 SATISFIED 36 36 NETHER SATISFIED NOR 16 17 DISSATISFIED NOT SATISFIED 23 23 STRONGLY DISSATISFIED 12 12 SATISFACTION LEVEL OF ADVATAGES STRONGLY SATISFIED 12% 12% SATISFIED 23% NEITHER SATISFIED NOR DIS SATISFIED 36% NOT SATISFIED 17% STRONGLY DISSATISFIEDInterpretation: From the above graph it reveals that out of 98 respondent 12% of therespondents were strongly satisfied with the advantages for the purchase of spare partsand services, 36% of the respondents were just satisfied with the advantages, 17% wereneither satisfied nor dissatisfied, 23% were not satisfied with the advantages and 12%were strongly dissatisfied with the advantages of the program for their purchases of spareand services from authorized dealer.Q8:-Are you aware of insurance scheme in Hero Honda Passport program? BABASAB PATIL
    • PATSON AGENCIES, BELGAUM Option Respondent Percentage(%) yes 80 81 no 18 19 AWARNESS LEVEL OF INSURECE SCHEME 100 81 50 PERSENTAGE(%) 19 0 YES NOInterpretation: From the above graph it reveals that out of 98 respondent 81% of therespondents were aware of the insurance scheme & 19% of the respondents were notaware of the insurance scheme in Hero Honda Passport Program.Q9:-Do you feel program works according to its promises? BABASAB PATIL
    • PATSON AGENCIES, BELGAUM Option Respondent Percentage (%) yes 79 80 no 8 8 Not exactly 11 12 80 80 60 40 PERSENTAGE(%) 20 8 12 0 YES NO NOT EXACTLYInterpretation: From the above graph it reveals that out of 98 respondent 80% of therespondents feel program works according to its promises 8% of respondents programdoes not work according to its promises and 12% of respondent feel program works butnot exactly according to its promises. BABASAB PATIL
    • PATSON AGENCIES, BELGAUMQ10: Does the program influence you to go for repeated purchase of spare parts & service from Hero Honda authorized dealers only? Influence level Respondent Percentage(%) Strongly influence 13 14 Influence 46 46 Neither influence nor not influence 23 23 Not influence 16 17 Strongly not influence 0 0 STRONGLY INFULENCE 17 0 14 INFULENCE 23 NITHER 46 INFLUENCE NOR DISINFULENCE NOT INFULENCE STRONGLI DISInterpretation: From the above graph it reveals that out of INFULENCE 98 respondent 14% of therespondents are strongly influenced by this program in their purchase of spares andservices, 46% of respondent are just influenced by this program, 23% of respondent areneither influenced nor not influenced and 17% of respondents are strongly not influencedby the program in their purchase of spare parts and services. BABASAB PATIL
    • PATSON AGENCIES, BELGAUMQ11:-What do you say about this program? Attitude Respondent Percentage (%) Excellent 26 26 Good 48 49 Neither good Nor Bad 10 11 Bad 4 4 Worst 0 0 ATTITUDE TOWARDS PROGRAM 11 4 0 EXCELLENT 26 GOOD NITHER GOOD NOR BAD BAD 49 WORSTInterpretation: From the above graph it reveals that out of 98 respondent 26% of therespondents said program is excellent, 49% of respondents said program is good, 11% ofrespondents said program is neither good nor bad and 4% of respondents said program isbad. BABASAB PATIL
    • PATSON AGENCIES, BELGAUMQ12:-Are you satisfied with the service provided by PATSON AGENCIES in Hero Honda Passport program? Option Respondent percentage % Yes 74 75 No 11 12 Some what 13 13 80 75 60 40 PERSENTAGE(% 20 13 ) 12 0 YES NO SOME WHATInterpretation: From the above graph it reveals that out of 98 respondent 74% of therespondents are satisfied with the PATSON AGENCIES service provided in Hero HondaPassport Program and 12% of respondents are not satisfied with the service proved by thePATSON AGENCIES and 13% of respondents are somewhat satisfied with the serviceprovided by PATSON AGENCIES in Hero Honda Passport Program. BABASAB PATIL
    • PATSON AGENCIES, BELGAUMQ13:-Are you satisfied with Hero Honda Passport Program? Satisfaction level Respondent Percentage (%) Strongly satisfied 11 12 Satisfied 48 48 Neither Satisfied Nor Dissatisfied 31 32 Not satisfied 8 8 Strongly dissatisfied 0 0 SATISFACTION LEVEL STRONGLY SATISFIED 8% 0% 12% SATISFIED 32% NEITHER 48% SATISFIED NOR DISSATISFIED NOT SATISFIED STRONGLY DISSATISFIEDInterpretation: From the above graph it reveals that out of 98 respondent 12% of therespondents are strongly satisfied with the Hero Honda Passport Program, 48% justsatisfied with the program, 32% of respondents are neither satisfied nor dissatisfied withthe program and 8% of the respondents are not satisfied with the Hero Honda PassportProgram. BABASAB PATIL
    • PATSON AGENCIES, BELGAUM14: Reasons behind not being aware of the Hero Honda Passport Program. • Respondents were not interested in scheme and offers. • Respondents did not came across any advertisement of Hero Honda Passport Program. • Hero Honda Passport Program was not communicated to them by PATSON AGENCIES.15: Reasons behind aware but not being the member of the Hero Honda PassportProgram. • Respondents were not interested in Hero Honda Passport Program. • Respondents bikes were old so they were not interested in Hero Honda Passport Program. BABASAB PATIL
    • PATSON AGENCIES, BELGAUM MATER SHEET DATA CODE SHEETRespondent Q1 Q2 Q3 Q4 Q5 Q6 Q7 Q8 Q9 Q10 Q11 Q12 Q13 1 1 1 1 1 2 4 2 1 3 1 1 1 2 2 1 2 0 0 0 0 0 0 0 0 0 0 0 3 4 1 1 1 2 2 4 1 1 2 2 1 1 4 4 1 1 2 2 1 2 1 1 5 1 2 3 5 1 1 1 1 1 4 2 1 1 3 2 3 2 6 4 1 1 2 2 1 1 2 1 2 2 1 1 7 1 1 1 1 2 2 4 1 1 2 2 1 1 8 3 1 2 0 0 0 0 0 0 0 0 0 0 9 1 1 1 3 2 4 2 1 1 2 3 1 4 10 1 2 0 0 0 0 0 0 0 0 0 0 0 11 2 1 1 2 1 1 3 1 2 4 2 3 2 12 4 1 1 1 2 2 4 2 1 3 2 1 1 13 1 1 1 1 2 2 1 1 1 2 1 1 3 14 1 1 1 3 2 2 2 1 3 2 2 2 4 15 1 2 0 0 0 0 0 0 0 0 0 0 0 16 4 1 1 3 1 2 4 1 1 3 2 1 2 17 1 1 1 1 2 4 2 1 1 2 2 1 2 18 2 2 0 0 0 0 0 0 0 0 0 0 0 19 1 1 1 1 2 3 4 1 1 1 2 1 2 20 4 1 1 2 1 4 3 1 1 2 1 1 3 21 1 1 1 1 2 3 4 1 1 4 1 2 1 22 4 2 0 0 0 0 0 0 0 0 0 0 23 3 1 1 1 1 3 3 2 2 5 3 3 1 24 1 2 0 0 0 0 0 0 0 0 0 0 0 25 4 1 1 1 2 4 2 1 3 2 2 1 2 26 3 1 2 0 0 0 0 0 0 0 0 0 0 27 4 1 1 3 2 4 2 1 1 4 1 1 2 28 1 1 1 1 1 2 4 1 1 3 2 1 3 29 4 1 1 1 2 4 2 1 1 2 3 1 2 30 1 1 1 1 2 1 2 1 2 2 2 2 31 4 1 1 2 2 3 2 1 1 4 2 1 2 32 1 1 1 1 2 4 2 2 1 1 2 3 2 33 2 1 1 2 2 1 2 1 1 3 2 1 2 34 1 1 1 1 2 3 4 2 1 2 1 3 1 35 1 1 1 1 1 4 2 1 1 2 4 1 2 36 1 2 0 0 0 0 0 0 0 0 0 0 0 37 1 1 1 3 2 2 1 1 3 3 1 1 3 38 2 1 1 1 2 3 2 1 1 2 1 2 2 39 1 1 2 0 0 0 0 0 0 0 0 0 0 40 4 1 1 1 2 3 4 1 1 4 2 1 4 41 1 2 0 0 0 0 0 0 0 0 0 0 0 42 4 1 1 3 1 2 2 2 1 2 1 2 BABASAB PATIL
    • PATSON AGENCIES, BELGAUM43 1 1 1 3 2 4 3 1 2 3 3 1 344 2 1 1 1 2 2 2 1 1 5 3 1 245 1 1 1 3 2 4 2 1 1 2 2 1 246 4 1 1 2 1 1 2 1 1 4 2 1 447 2 1 1 1 2 4 2 1 1 2 3 1 248 1 2 0 0 0 0 0 0 0 0 0 0 049 2 1 1 1 2 3 2 1 1 2 1 1 250 4 1 1 1 1 2 4 2 3 3 1 1 151 4 1 1 3 2 2 2 1 1 2 2 1 252 1 1 2 0 0 0 0 0 0 0 0 053 4 1 1 1 2 3 3 1 1 4 2 1 254 2 1 1 1 2 3 1 1 1 3 2 2 355 1 2 0 0 0 0 0 0 0 0 0 0 056 2 2 0 0 0 0 0 0 0 0 0 0 057 1 1 1 1 1 2 3 1 3 5 3 3 458 2 1 1 1 2 4 3 2 1 2 1 259 1 1 1 3 2 2 2 1 1 2 1 1 160 1 1 1 3 2 4 2 1 1 3 1 1 261 2 1 1 1 1 3 1 1 2 4 2 1 462 2 1 1 3 2 4 2 1 1 1 2 3 263 2 1 1 1 2 4 4 2 1 1 4 1 264 2 1 1 1 1 4 2 1 1 3 2 1 165 1 1 1 3 2 4 2 1 3 2 3 1 466 2 1 1 1 2 3 2 1 1 3 2 3 267 1 2 0 0 0 0 0 0 0 0 0 0 068 2 1 1 1 1 4 4 1 1 4 2 1 169 1 1 2 3 2 3 2 1 1 2 1 1 370 2 1 1 1 2 2 4 2 1 2 2 1 271 1 1 1 2 1 1 2 1 1 2 3 2 272 2 2 0 0 0 0 0 0 0 0 0 0 073 1 1 1 3 2 4 2 1 1 2 4 1 274 3 1 1 1 2 4 1 1 2 2 2 1 275 1 1 1 1 2 3 4 1 1 2 1 1 376 2 1 1 2 2 1 2 1 1 2 2 1 277 1 1 1 1 2 3 4 1 1 2 2 1 278 2 1 1 1 2 4 2 2 1 3 2 1 279 1 1 1 3 2 4 3 1 3 4 1 1 280 2 1 1 1 2 3 1 1 2 2 1 281 2 1 1 1 2 3 4 2 1 2 2 282 1 2 0 0 0 0 0 0 0 0 0 0 083 1 1 1 3 1 2 4 1 1 2 2 1 284 1 1 1 1 2 2 2 1 3 3 2 2 185 1 1 0 0 0 0 0 0 0 0 0 0 086 4 1 1 1 2 4 3 1 1 4 2 1 287 2 1 1 3 2 4 1 1 1 2 1 1 288 1 1 1 1 1 4 2 1 1 2 2 1 289 4 1 1 3 2 4 3 1 1 3 2 1 290 2 1 1 1 2 4 2 1 3 2 2 1 191 4 1 1 3 2 4 2 1 1 2 2 1 292 2 1 1 3 2 4 4 1 1 1 2 1 2 BABASAB PATIL
    • PATSON AGENCIES, BELGAUM 93 2 1 1 3 2 4 2 1 1 1 2 1 2 94 3 1 1 1 2 3 3 2 1 2 4 3 2 95 2 1 1 3 1 3 2 1 1 2 2 1 2 96 1 1 1 1 2 4 3 1 2 1 2 1 3 97 2 1 1 1 2 3 4 2 1 2 2 3 2 98 3 1 1 1 2 4 2 1 1 1 2 1 2 99 2 2 0 0 0 0 0 0 0 0 0 0 0100 1 1 1 1 2 3 2 1 1 2 2 1 2101 2 1 2 0 0 0 0 0 0 0 0 0 0102 1 1 1 1 2 2 1 1 1 4 1 2 2103 2 1 1 1 1 2 4 1 3 1 3 1 2104 1 1 2 0 0 0 0 0 0 0 0 0 0105 2 1 1 1 2 3 4 1 1 1 2 1 2106 1 1 1 1 2 4 3 1 1 3 1 1 2107 2 1 1 3 2 4 2 1 1 3 2 1 2108 1 1 1 1 2 3 4 1 1 1 1 1 2109 1 1 1 2 4 1 1 1 2 2 3 2110 3 1 1 1 2 4 3 2 2 3 2 1 2111 2 2 0 0 0 0 0 0 0 0 0 0 0112 1 1 1 1 2 3 2 1 1 4 2 1 3113 1 1 1 1 2 3 4 1 1 1 2 1 2114 1 1 2 0 0 0 0 0 0 0 0 0 0115 4 1 2 0 0 0 0 0 0 0 0 0 0116 2 1 1 3 2 2 2 2 1 4 1 3 2117 1 1 1 1 1 4 3 1 1 3 3 1 2118 3 1 1 1 2 2 1 1 2 2 2 2 2119 4 1 1 3 2 4 2 2 1 2 2 1 3120 2 1 1 1 1 3 2 1 1 1 2 1 4121 3 1 1 1 2 3 4 1 1 2 2 1 1122 2 1 2 0 0 0 0 0 0 0 0 0 0123 2 2 0 0 0 0 0 0 0 0 0 0 0124 3 1 1 1 2 2 3 1 1 4 2 1 1125 1 1 2 0 0 0 0 0 0 0 0 0 0 BABASAB PATIL
    • PATSON AGENCIES, BELGAUM SUMMARY BABASAB PATIL
    • PATSON AGENCIES, BELGAUM FINDINGSProject Finding • The customer awareness level towards HHPP is excellent because nearly 87% of the respondents were aware of this program. • From the aware respondents 91% of respondents had taken the membership under this program. This shows program is effectively reaching the customers. • The customer awareness level about the advantages of the program is good, but there is still scope for improvement. • Major of the respondent have registered under Rs.175 plan that is 78% of respondent have registered under 175 plane. This shows that company will be contact with 78% customers for 3 years. This will help in building good relation with the customers. • Major of the customers are using this program because 43% of respondents have received the gifts for more then 4 time, 27% of respondent have received the gift for 4 times on this collected pts this means every member has done the purchase of at list Rs.2000 from the authorized dealers. But this is still scope for improvement. This shows effectiveness of the program. • 36% of the respondents are satisfied with the advantage (gift) on this purchase & 11% of respondent. This shows that improvement in gifts returns is required. • Awareness level regarding Insurance schemes in HHPP is excellent because nearly 81% the respondents are aware of this scheme benefit. BABASAB PATIL
    • PATSON AGENCIES, BELGAUM• HHPP works according to its promises because 80% respondents said yes it works according to its promises this also shows the effectiveness of the program.• Customers are influenced by this program to go for repeated purchase of spare parts & services from authorized dealers of Hero Honda because 46% respondent said is influence & 14% of respondent said it strongly influence them to go repeated purchase of spare parts & services from authorized dealers. This show program is effective in attracting the customers towards Hero Honda authorized dealers.• The attitude towards HHPP is good. Because 49% of respondents program is good & 26% of said program is excellent.• Customers are satisfied with the service provided by PATSON agencies in HHPP. Because 75% of respondent said they are satisfied with the services provided by PATSON agencies in HHPP.• Just 48% of respondent are satisfied & 12% are strongly satisfied. This means there is still scope for improvement. BABASAB PATIL
    • PATSON AGENCIES, BELGAUMSUGGESTIONS & RECOMMENDATION BABASAB PATIL
    • PATSON AGENCIES, BELGAUM CONCLUSION BABASAB PATIL
    • PATSON AGENCIES, BELGAUM BABASAB PATIL
    • PATSON AGENCIES, BELGAUM APPENDIX BABASAB PATIL
    • PATSON AGENCIES, BELGAUM QUESTIONNAIRE BABASAB PATIL
    • PATSON AGENCIES, BELGAUM BIBLIOGRAPHY1. Marketing Management • Philip Kotler2. Marketing Research • Tull and Hawkins3. Website • www.google.com • www.herohonda.com4. Materials • Books. BABASAB PATIL