1. A RESEARCH REPORT ON “A COMPARATIVE STUDY OF CUSTOMERSATISFACTION TOWARD PERFORMANCE OF HERO HONDA, TVS AND BAJAJ BIKES” (A CASE OF BAREILLY CITY) SUBMITTED FOR APPROVAL FOR CONDUCT OF FIELDRESEARCH FOR PARTIAL FULLFILLMENT OF THE MASTER INBUSINESS ADMINISTRATION DEGREE FROM U.P. TECHNICAL UNIVERSITY, LUCKNOWUnder the Kind Guidance of: Submitted By:Mr. PANKAJ DIXIT DESH RAJ SINGHCo-ordinator Management M.B.A. IV - SemR.B.M.I. Bareilly Roll No. :-0701670033 SUBMITTED TO: DEPARTMENT OF BUSINESS ADMINISTRATION RAKSHPAL BAHADUR MANAGEMENT INSTITUTE, BAREILLY (U.P.)
2. DECLERATION I, Desh Raj Singh, student of M.B.A IV sem (university roll no.0701670033)at RBMI; hereby declare that I have completed my research report on the topic titled“A COMPARATIVE STUDY OF CUSTOMER SATISFACTION TOWARDPERFORMANCE OF HERO HONDA, TVS AND BAJAJ BIKES” as a compulsorypart of my course curriculum. The information provided in the report is original and has not been copiedfrom anywhere. This report is not submitted to any other university/institute for the award ofany other degree/diploma. DESH RAJ SINGH MBA IV Sem. Roll No. 0701670033
3. ACKNOWLEDGEMENT“NO MAN IS COMPLETE IN KNOWLEDGE BUT SINGLERAY OF KNOWLEDGE CAN BE HELPFUL TO MAN”. The research on “A COMPARATIVE STUDY OF CUSTOMERSATISFACTION TOWARD PERFORMANCE OF HERO HONDA, TVS AND BAJAJBIKES” has been given to me as part of the curriculum in Two-Years Masters Degreein Business Administration. I have tried my best to present this information as clearly as possible usingbasic terms that I hope will be comprehended by the widest spectrum of researchers,analysts and students for further studies. I have completed this study under the able guidance and supervision of Mr.Pankaj Dixit; I will be failed in my duty if I do not acknowledge the esteemedscholarly guidance, assistance and knowledge. I have received from them towardsfruitful and timely completion of this work. Mere acknowledgement may not redeem the debt I owe to my parents for theirdirect/indirect support during the entire course of this project. “GUIDANCE IS THE BEST IN THE WAYPROGRESS”. I also thankful to my friend who helped me a lot in the completion of thisproject. DESH RAJ SINGH
4. CONTENTS1. HISTORY OF BAJAJ Profile Key Person Bajaj Introduction Company History Timeline Of New Release2. HISTORY OF HERO HONDA Board Of Directors Company Profile3. HISTORY OF TVS4. OBJECTIVES OF THE RESEARCH5. RESEARCH METHODOLOGY Data Source Research Approach Sampling Unit Data Completion And Analysis Scope6. LIMITATION OF RESEARCH STUDY7. ANALYSIS AND INTERPRETATION8. FINDINGS9. CONCLUSION10. RECOMMENDATION11. BIBLIOGRAPHY12. QUETIONNAIRE
5. Bajaj Auto limited is one of the largest two wheeler manufacturing companyin India apart from producing two wheelers they also manufacture three wheelers. Thecompany had started way back in 1945. Initially it used to import the two wheelersfrom outside, but from 1959 it started manufacturing of two wheelers in the country.By the year 1970 Bajaj Auto had rolled out their 100,000th vehicle. Bajaj scooters andmotor cycles have become an integral part of the Indian milieu and over the yearshave come to represent the aspirations of modern India. Bajaj Auto also has atechnical tie up with Kawasaki heavy industries of Japan to produce the latestmotorcycles in India which are of world class quality The Bajaj Kawasaki eliminatorhas emerged straight out of the drawing board of Kawasaki heavy industries. The corebrand values of Bajaj Auto limited includes Learning, Innovation, Perfection, Speedand Transparency. Bajaj Auto has three manufacturing units in the country at Akurdi, Waluj andChakan in Maharashtra, western India, which produced 2,314,787 vehicles in 2005-06. The sales are backed by a network of after sales service and maintenance workshops all over the country. Bajaj Auto has products which cater to every segment of the Indian twowheeler market Bajaj CT 100 Dlx offers a great value for money at the entry level.Similarly Bajaj Discover 125 offers the consumer a great performance withoutmaking a big hole in the pocket.
6. PROFILE:Founder Jamnalal BajajYear of Establishment 1926Industry Automotive - Two & Three WheelersBusiness Group The Bajaj GroupListings & its codes BSE – Code: 500490; NSE - Code: BAJAJAUTOPresence Distribution network covers 50 countries. Dominant presence in Sri Lanka, Bangladesh, Columbia, Guatemala, Peru, Egypt, Iran and Indonesia.Joint Venture Kawasaki Heavy Industries of JapanRegistered & Head Office Akurdi Pune - 411035 India Tel.: +(91)-(20)-27472851 Fax: +(91)-(20)-27473398Works Akurdi, Pune 411035 Bajaj Nagar, Waluj Aurangabad 431136 Chakan Industrial Area, Chakan, Pune 411501E-mail firstname.lastname@example.orgWebsite www.bajajauto.com
8. Committees of the BoardAudit CommitteeS.H. Khan ChairmanD.J. Balaji RaoJ.N. GodrejNaresh ChandraNanoo PamnaniShareholders’ & Investors’ Grievance committeeD.J. Balaji Rao ChairmanJ.N. GodrejNaresh ChandraS. H. Khan
9. Remuneration committeeD.J. Balaji Rao ChairmanS.H. KhanNaresh ChandraRegistered under the Indian Companies Act, VII of 1913REGISTERED OFFICE Akurdi, Pune 411 035WORKS Akurdi, Pune 411 035 Bajaj Nagar, Waluj Aurangabad 431 136 Chakan Industrial Area, Chakan, Pune 411 501
10. Bajaj Autos Ltd.Bajaj Auto LimitedType PublicFounded 1945Headquarters Pune, IndiaKey people Rahul Bajaj (Chairman)Revenue Rs. 1,01,063 billion (2006) or USD 1.87 billionNet income Rs. 17,016 billionEmployees ???Website www.bajajauto.comBajaj Auto is a major Indian automobile manufacturer. It is Indias largest and theworlds 4th largest two- and three-wheeler maker. It is based in Pune, Maharashtra,with plants in Waluj near Aurangabad, Akurdi and Chakan, near Pune. Bajaj Automakes motorscooters, motorcycles and the auto rickshaw.
11. COMPANYS HISTORYBajaj Auto came into existence on November 29, 1945 as M/s Bachraj TradingCorporation Private Limited. It started off by selling imported two- and three-wheelers in India. In 1959, it obtained license from the Government of India tomanufacture two- and three-wheelers and it went public in 1960. In 1970, it rolled outits 100,000th vehicle. In 1977, it managed to produce and sell 100,000 vehicles in asingle financial year. In 1985, it started producing at Waluj in Aurangabad. In 1986, itmanaged to produce and sell 500,000 vehicles in a single financial year. In 1995, itrolled out its ten millionth vehicle and produced and sold 1 million vehicles in a year.Timeline of new releases 1971 - three-wheeler goods carrier 1972 - Bajaj Chetak 1976 - Bajaj Super 1977 - Rear engine Autorickshaw 1981 - Bajaj M-50 1986 - Bajaj M-80, Kawasaki Bajaj KB100 1990 - Bajaj Sunny 1994 - Bajaj Classic 1995 - Bajaj Super Excel 1997 - Kawasaki Bajaj Boxer, Rear Engine Diesel Autorickshaw 1998 - Kawasaki Bajaj Caliber, Legend(Indias first four-stroke scooter) 2000 - Bajaj Saffire 2001 - Eliminator, Pulsar 2003 - Caliber115, Bajaj Wind 125, Bajaj Pulsar 2004 - Bajaj CT 100, New Bajaj Chetak 4-stroke with Wonder Gear, Bajaj Discover DTS-i 2005 - Bajaj Wave, Bajaj Avenger, Bajaj Discover 2006 - Bajaj Platina 2007 - Bajaj Pulsar-200
12. Scooters Bajaj Sunny Bajaj Chetak Bajaj Cub Bajaj Super Bajaj Wave Bajaj LegendMotorcycles Kawasaki Eliminator Bajaj Pulsar Bajaj Kawasaki Wind 125 Bajaj Boxer Bajaj CT 100 Bajaj Platina Bajaj Caliber Bajaj Discover Bajaj Avenger Bajaj Pulsar 220 DTS-FiUpcoming Models Bajaj Krystal Bajaj Blade Bajaj Sonic Bajaj XCD StringNew ImageThe company, over the last decade has successfully changed its image from a scootermanufacturer to a two wheeler manufacturer, product range ranging from Scooterettesto Scooters to Motorcycle. Its real growth in numbers has come in the last 4 yearsafter successful introduction of a few models in the motorcycle segment.The companyis headed by Rahul Bajaj who is worth more than US$1.5 billion.
13. India has the largest number of two wheelers in the world with 41.6 millionvehicles. India has a mix of 30 percent automobiles and 70 percent two wheelers inthe country. India was the second largest two wheeler manufacturer in the worldstarting in the 1950’s with the birth of Automobile Products of India (API) thatmanufactured scooters. API manufactured the Lambrettas but, another company,Bajaj Auto Ltd. surpassed API and remained through the turn of the century from itsassociation with Piaggio of Italy (manufacturer of Vespa).The license raj that existed between the1940s to1980s in India, did not allow foreigncompanies to enter the market and imports were tightly controlled. This regulatorymaze, before the economic liberalization, made business easier for local players tohave a seller’s market. Customers in India were forced to wait 12 years to buy ascooter 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 listthat was twenty-six times its annual output for scooters.The motorcycle segment had the same long wait times with three manufacturers;Royal Enfield, Ideal Jawa, and Escorts. Royal Enfield made a 350cc Bullet with theonly four-stroke engine at that time and took the higher end of the market but, therewas little competition for their customers. Ideal Jawa and Escorts took the middle andlower end of the market respectively.In the mid-1980s, the Indian governmentregulations changed and permitted foreign companies to enter the Indian marketthrough minority joint ventures. The two-wheeler market changed with four Indo-Japanese joint ventures: Hero Honda, TVS Suzuki, Bajaj Kawasaki and KineticHonda. The entry of these foreign companies changed the Indian market dynamicsfrom the supply side to the demand side. With a larger selection of two-wheelers onthe Indian market, consumers started to gain influence over the products they boughtand raised higher customer expectations. The industry produced more models, stylingoptions, 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.
14. BOARD OF DIRECTORSNo. Name of the Directors Designation1 Mr. Brijmohan Lall Munjal Chairman & Whole-time Director2 Mr. Pawan Munjal Managing Director3 Mr. Toshiaki Nakagawa Jt. Managing Director4 Mr. Takao Eguchi Whole-time Director5 Mr. Satyanand Munjal Non-executive Director6 Mr. Om Prakash Munjal Non-executive Director7 Mr. Tatsuhiro Oyama Non-executive Director8 Mr. Masahiro Takedagawa Non-executive Director9 Mr. Narinder Nath Vohra Non-executive & Independent Director10 Mr. Pradeep Dinodia Non-executive & Independent Director11 Gen.(Retd.) Ved Prakash Malik Non-executive & Independent Director12 Mr. Analjit Singh Non-executive & Independent Director13 Dr. Pritam Singh Non-executive & Independent Director14 Ms. Shobhana Bhartia Non-executive & Independent Director15 Dr. Vijay Laxman Kelkar Non-executive & Independent Director
15. Hero Honda Motorcycle Ltd.Type Public company BSE:HEROHONDA MFounded January 19, 1984 in Gurgaon, Haryana, IndiaHeadquarters Haryana, India Om Prakash Munjal, FounderKey people Mr. Brijmohan Lall Munjal, Chairman Mr. Toshiaki Nakagawa, Joint Managing Director Mr. Pawan Munjal, Managing DirectorIndustry AutomotiveProducts Motorcycles, ScootersRevenue U$ 2.8 billionWebsite http://www.herohonda.com/site/home/home.asp HERO HONDA HEADQUARTERS
16. Hero 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-wheeled motorized vehicles since 2001, when it produced 1.3 million motorbikes in asingle year. Hero Hondas Splendor is the worlds largest selling motorcycle. Its 2plants are in Dharuhera and Gurgaon, both in Haryana, India. It specializes in dual usemotorcycles that are low powered but very fuel efficient.[ Models ] Bikes Hero Honda Splendor Plus Hero Honda Passion Plus Hero Honda Karizma Hero Honda CBZ Hero Honda Super Splendor Hero Honda CD Dawn Hero Honda CD Deluxe Hero Honda Achiever Hero Honda Glamour Hero Honda Ambition Hero Honda "Splendor" Model
17. COMPANY PROFILE“Hero”, is the brand name used by the Munjal brothers in the year 1956 with theflagship company Hero Cycles. The two-wheeler manufacturing business of bicyclecomponents had originally started in the 1940’s and turned into the world’s largestbicycle manufacturer today. Hero, is a name synonymous with two-wheelers in Indiatoday. The Munjals roll their own steel, make free wheel bicycle critical componentsand have diversified into different ventures like product design. The Hero Groupphilosophy is: “To provide excellent transportation to the common man at easilyaffordable prices and to provide total satisfaction in all its spheres of activity”. TheHero group vision is to build long lasting relationships with everyone (customers,workers, dealers and vendors). The Hero Group has a passion for setting higherstandards and “Engineering Satisfaction” is the prime motivation, way of life andwork culture of the Group.In the year 1984, Mr. Brijmohan Lal Munjal, the Chairman and Managing Director ofHero Honda Motors (HHM), headed an alliance between the Munjal family andHonda Motor Company Ltd. (HMC). HHM Mission Statement is: “We, at HeroHonda, are continuously striving for synergy between technology, systems, andhuman resources to provide products and services that meet the quality, performance,and price aspirations of our customers. While doing so, we maintain the higheststandards of ethics and societal responsibilities, constantly innovate products andprocesses, and develop teams that keep the momentum going to take the company toexcellence in the new millennium”. This alliance became one of the most successfuljoint ventures in India, until the year 1999 when HMC had announced a 100%subsidiary, Honda Motorcycle & Scooter India (HMSI). This announcement causedthe HHM stock price to decrease by 30 percent that same day. Munjal had to come upwith some new strategic decisions as, HMSI and other foreign new entry companieswere causing increased intensity of rivalry for HHM.GROWTHThe business growth of Hero Honda has been phenomenal throughout itsearly days. The Munjal family started a modest business of bicycle components. HeroGroup expanded so big that by 2002 they had sold 86 million bicycles producing16000 bicycles a day. Today Hero Honda has an assembly line of 9 different modelsof motorcycles available. It holds the record for most popular bike in the world bysales for Its Splendor model. Hero Honda Motors Limited was established in jointventure with Honda Motors of Japan in 1984, to manufacture motorcycles. It is
18. currently the largest producer of Two Wheelers in the world. It sold 3 million bikes inthe year 2005-2006. Recently it has also entered in scooter manufacturing, with itsmodel PLEASURE mainly aimed at girls. The Hero Group has done businessdifferently right from the start and that is what has helped them to achieve break-through in the competitive two-wheeler market. The Groups low key, but focused,style of management has earned the company plaudits amidst investors, employees,vendors and dealers, as also worldwide recognition.The growth of the Group throughthe years has been influenced by a number of factors:Just-in-TimeThe Hero Group through the Hero Cycles Division was the first to introduce theconcept of just-in-time inventory. The Group boasts of superb operationalefficiencies. Every assembly line worker operates two machines simultaneously tosave time and improve productivity. The fact that most of the machines are eitherdeveloped or fabricated in-house, has resulted in low inventory levels. In Hero CyclesLimited, the just-in-time inventory principle has been working since the beginning ofproduction in the unit and is functional even till date.. This is the Japanese style ofproduction and in India; Hero is probably the only company to have mastered the artof the just-in-time inventory principle.AncillarisationAn integral part of the Group strategy of doing business differently was providingsupport to ancillary units. There are over 300 ancillary units today, whose productionis dedicated to Heros requirements and also a large number of other vendors, whichinclude some of the better known companies in the automotive segment. EmployeePolicy:Another Striking feature within the Hero Group is the commitment and dedication ofits workers. There is no organized labor union and family members of employees findready employment within Hero. The philosophy with regard to labor management is"Hero is growing, grow with Hero." When it comes to workers benefits, the HeroGroup is known for providing facilities, further ahead of the industry norms. Longbefore other companies did so, Hero was giving its employees a uniform allowance,as well as House Rent Allowance (HRA) and Leave Travel Allowance (LTA). Extra
19. benefits took the form of medical check-ups, not just for workers, but also for theimmediate family members.Dealer NetworkThe relationship of Hero Group with their dealers is unique in its closeness. Thedealers are considered a part of the Hero family. A nation-wide dealer networkcomprising of over 5,000 outlets, and have a formidable distribution system in place.Sales agents from Hero travels to all the corners of the country, visiting dealers andsend back daily postcards with information on the stock position that day, turnover,fresh purchases, anticipated demand and also competitor action in the region. Themanufacturing units have a separate department to handle dealer complaints andproblems and the first response is always given in 24 hours.Financial PlanningThe Hero Group benefits from the Group Chairmans financial acumen and his graspon technology, manufacturing and marketing. Group Company, Hero Cycles Limitedhas one of the highest labor productivity rates in the world. In Hero Honda MotorsLimited, the focus is on financial and raw material management and a low employeeturnover.QualityQuality at Hero is attained not just by modern plants and equipment and through latesttechnology, but by enforcing a strict discipline. At the Group factories, attainingquality standards is an everyday practice - a strictly pursued discipline. It comes froman amalgamation of the latest technology with deep-rooted experience derived fromnearly four decades of hard labor. It is an attitude that masters the challenge of growthand change - change in consumers perceptions about products and new aspirationsarising from a new generation of buyers. Constant technology up gradation ensuresthat the Group stays in the global mainstream and maintains its competitive edge.With each of its foreign collaborations, the Group goes onto strengthen its qualitymeasures as per the book. The Group also employs the services of independentexperts from around the world to assist in new design and production processes.
20. DiversificationThroughout 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 SunbeamCastings, Munjal Auto Components and Munjal Showa Limited amongst othercomponent-manufacturing units.Then there were the expansion into the automotive segment with the setting up ofMajestic Auto Limited, where the first indigenously designed moped, Hero Majestic,went into commercial production in 1978. Then came Hero Motors which introducedHero Puch, in collaboration with global technology leader Steyr Daimler Puch ofAustria. Hero Honda Motors was established in 1984 to manufacture 100 ccmotorcycles.The Hero Group also took a venture into other segments like exports, financialservices, information technology, which includes customer response services andsoftware development. Further expansion is expected in the areas of Insurance andTelecommunication.The Hero Groups phenomenal growth is the result of constant innovations, a closewatch on costs and the dynamic leadership of the Group Chairman, characterized by aculture of entrepreneurship, of right attitudes and building stronger relationships withinvestors, partners, vendors and dealers and customers
21. TVS MOTOR COMPANY The TVS group was established in 1911 by Shri. T. V. Sundaram Iyengar. Asone of India’s largest industrial entities it epitomizes Trust, Value and Service. It allbegan way back in 1984 when Sundaram Clayton Limited (A TVS Group company)introduced its 50 CC mopeds in the arena of road racing, notching up unbelievablespeeds of 105 kmph. Since then, there has been no looking back for TVS MotorCompany. TVS Racing was established in 1987 with the objective of improving theperformance of its bikes. Over the years it has provided valuable data, design inputs,development of reliable motorcycle models, excellent vehicle dynamics & handlingetc. The true evidence of it is seen in todays TVS Victor and TVS Fiero. Today, thereare over thirty companies in the TVS Group, employing more than 40,000 peopleworldwide and with a turnover in excess of USD 2.2 billion. With steady growth, expansion and diversification, TVS commands a strongpresence in manufacturing of two-wheelers, auto components and computerperipherals. We also have vibrant businesses in the distribution of heavy commercialvehicles passenger cars, finance and insurance. TVS Motor Company Limited, the flagship company of the USD 2.2 billionTVS Group, is the third largest two-wheeler manufacturer in India and among the topten in the world, with an annual turnover of over USD 650 million. The year 1980 is one to be remembered for the Indian two-wheeler industry,with the roll out of TVS 50, Indias first two-seater moped that ushered in an era ofaffordable personal transportation. For the Indian Automobile sector, it was abreakthrough to be etched in history. TVS Motor Company is the first two-wheelermanufacturer in the world to be honoured with the hallmark of Japanese Quality –The Deming Prize for Total Quality Management.
22. MANY FIRSTS TO THE AUTOMOTIVE INDUSTRY IN INDIA TVS has been at the forefront in bringing a revolution in the way personalcommutation was happening, way back in the 1980s. Beginning with launching asimple, easy-to-use moped for the middle class in India in the 1980s to launching 7new bikes in a single day (first time in the history of the automotive industry in theworld), TVS has often taken the unbeaten path to innovation. Ushering in the personal transportation revolution 1980 Launched TVS 50, Indias first 2 seater 50 cc moped 1984 First Indian company to introduce 100 cc Indo - Japanese motorcycles Launched Indias First indigenous scooterette (sub - 100 cc variomatic) - 1994 TVS Scooty Introduced Indias first catalytic converter enabled motorcycle, the 110 cc 1996 Shogun 1997 Introduced Indias first 5 speed motorcycle, Shaolin 2000 Launched Indias first 150 cc, 4 stroke motorcycle - The Fiero Launched Indias first fully indigenously designed and manufactured 2001 motorcycle. Launched the revolutionary VT-I engine for the best in class mileage in 2004 TVS Centra 2006 Launched TVS Apache - first bike to win 6 awards in a row Apache RTR - first two wheeler in India to have racing inspired engine and 2007 features. TVS Flame, TVS Scooty Electric Vehicle and Three wheeler TVS King 2008 launched.
23. TVS MOTORS LIMITED. TVS Motors Type Private Conglomerate (BSE) Founded in 1911 by Shri.T V Sundaram Iyengar Headquarters Chennai, Tamilnadu, India Key people Mr.Venu Srinivasan Chairman Motorcycles,Mopeds,Ungeared scooters, Automotive Products components Revenue USD 2.2 billion (FY 2006) Employees 5,633 (2007) Website www.tvsmotor.inTV Sundaram Iyengar and Sons Limited (TVSs) is the holding company for theTVS Group of companies engaged in the manufacturing of almost all kinds ofautomotive components, best two wheelers and a few other industrial products. Theyare also into the financial services sector. The turnover of the entire group was closeto $2 billion in 2003.TVS was founded by T. V. Sundaram Iyengar in 1911.
24. It is the only automotive manufacturer in India to get the prestigious Deming Prize.One of its subsidiaries Sundaram Clayton was the first company in India to receivethe Deming allowed by Sundaram Brake Linings also getting the Deming Prize. Thisprize is "given to organizations or divisions of organizations that have achieveddistinctive performance improvement through the application of TQM in a designatedyear." Sundaram Clayton went on to be awarded the Japan Quality Medal.The TVS group of companies is mainly situated in Padi, Tamil Nadu, in the outskirtsof Chennai (formerly Madras).TVS MOTORSTVS Motor Company has its origin in SUndaram CLayton Limited, Moped Division,started in 1980. The factory was started in Hosur, Tamilnadu in southern India. Thefirst product launched was a 50 cc moped, which appealed to the masses because ofits capability to carry two people. In the same location, the same promotors startedanother company in 1984, in collaboration with Suzuki Motor Corporation of Japan,for the manufacture of 100 cc motorcycles under the brand name of Ind-SuzukiMotorcycles. Subsequently in the moped division was bought by Ind SuzukiMotorcycles in 1987 and the company changed its name to TVS Suzuki Ltd. Eventhough the company started producing all kinds of two wheelers like mopeds, scootersand motorcycles, the collaboration with Suzuki continued for the motorcycles only.The collaboration with Suzuki Motor Corporation ended in 2001 and since then thename of the company changed to TVS Motor Company. The company now developsall types of two-wheelers through its own in house R&D facility and manufactures inthree locations in India, Hosur in Tamlnadu, Mysore in Karnataka and Baddi inHimachal Pradesh. It has recently started a new manufacturing plant in Indonesia tocater to the South east Asian market. The Chairman and Managing Director of theCompany is Mr. Venu Srinivasan who is the grandson of TV Sundaram Iyengar.
25. TVS Group Companies Sundaram Brake Linings Sundaram Fastners Southern Roadways Sundaram Finance Sundharams Private Limited Brakes India LimitedTHE MAJOR PRODUCTSMotorcycles TVS Ind Suzuki AX 100 TVS MAX 100 TVS MAX R 100 TVS Supra TVS Suzuki Samurai TVS Suzuki Shogun TVS Suzuki Shaolin TVS Suzuki Fiero TVS Fiero TVS Star TVS Star City TVS Star city deluxe TVS Star Sport TVS Fiero F2 TVS Fiero FX TVS Centra TVS Victor (110 cc) TVS Victor GLX (125 cc) TVS Victor EDGE (125 cc) TVS Flame (125 cc,ccvti technology) TVS Apache (150 cc,13.7 Ps @8500rpm) TVS Apache RTR 160 TVS Apache RTR 160 EFI (Electronic Fuel Injection) TVS Flame
26. Scooterettes TVS Scooty ES (60 cc) TVS Scooty KS (60 cc) TVS Scooty Pep (75 cc) TVS Scooty Pep + (90 cc) TVS Teenz TVS Teenz ElectricMopeds TVS XL 50(50 cc) TVS XL (60 cc TVS Eco TVS Astra TVS XL Super (60 cc) TVS XL Super Heavy Duty TVS Champ (60 cc) TVS Super Champ (60 cc)
28. OBJECTIVES OF THE RESEARCH 1. To analyze the customer satisfaction. 2. To analyze the customer preference. 3. To know which manufacturer is providing better services. 4. To analyze after sales services of bikes. 5. To study the behavioral factors of consumers in motor bikes. 6. To suggest various factors to improve sales.
29. RESEARCH METHODOLOGY It is well known fact that the most important step in marketing researchprocess is to define the problem. Choose for investigation because a problem welldefined is half solved. That was the reason that at most care was taken while definingvarious parameters of the problem. After giving through brain storming session,objectives were selected and the set on the base of these objectives. A questionnairewas designed major emphasis of which was gathering new ideas or insight so as todetermine and bind out solution to the problems.DATA SOURCE Research included gathering both Primary and Secondary data. Primary datais the first hand data, which are selected a fresh and thus happen to be original incharacter. Primary Data was crucial to know various customers and past consumerviews about bikes and to calculate the market share of this brand in regards to otherbrands. Secondary data are those which has been collected by some one else andwhich already have been passed through statistical process. Secondary data has beentaken from internet, newspaper, magazines and companies web sites.RESEARCH APPROACH The research approach was used survey method which is a widely usedmethod for data collection and best suited for descriptive type of research surveyincludes research instrument like questionnaire which can be structured andunstructured. Target population is well identified and various methods like personalinterviews and telephone interviews are employed.SAMPLING UNIT It gives the target population that will be sampled. This research was carried inBareilly (Distt Bareilly).These were 90 respondents.
30. DATA COMPLETION AND ANALYSIS After the data has been collected, it was tabulated and findings of the projectwere presented followed by analysis and interpretation to reach certain conclusions.SCOPE My project was based on the A COMPARATIVE STUDY OF CUSTOMERSATISFACTION TOWARD PERFORMANCE OF HERO HONDA, TVS ANDBAJAJ BIKES and data was taken in the City Bareilly only.
31. LIMITATIONS1. Research work was carried out in one Distt of U.P. (BAREILLY) only the finding may not be applicable to the other parts of the country because of social and cultural differences.2. The sample was collected using connivance-sampling techniques. As such result may not give an exact representation of the population.3. Shortage of time is also reason for incomprehensiveness.4. The views of the people are biased therefore it doesn’t reflect true picture.
32. Q1) Which bike do you have? Hero Honda 30 Bajaj 30 Any other 30INTERPRETATION: - Out of the sample size of 90 customers, 30 customers are ofHero Honda, 30 are of Bajaj and 30 customers of TVS bikes are taken intoconsideration.
33. Q2) Which Model do you Have? Hero Honda Bajaj TVS Splender 13 CT 100 5 Flame 4 Passion 5 Discover 11 Star City 9 Karizma 2 Pulsar 10 Apache 7 Any other 10 Any other 4 Any other 10 HERO HONDAINTERPRETATION: - In Hero Honda mostly the customers are having splendorwhile the ratio of the customers using Passion, Karizma and other bikes arecomparatively low.
34. BAJAJINTERPRETATION: - In Bajaj the customers are giving more preference to Discoverand Pulsar models. TVS INTERPRETATION:- In TVS Bikes the customers are givig more preferenceto the other models rather than Flame,Starcityand Apache.
35. Q3) In which family Income level do you Fall? 100000-200000 22 200000-300000 45 300000-400000 23 above 400000 10 INTERPRETATION: - The maximum numbers of customers that are usingthese bikes fall in the income group of 200000-300000. While this ratio is minimumin case of customers whose income level fall between 300000-400000.
36. Q4) For how long do you own a bike? 0-1 year 34 1-2 year 29 2-3 year 26 above 3 year 11 INTERPRETATION: - It is observed that mostly the customers are havingnew bikes.
37. Q5) For what purpose do you use your Motor Bike? Hero Honda Bajaj TVS Office Purpose 13 42 38 Personal purpose 17 15 27 Joy Purpose 10 18 10 Other 40 15 15INTERPRETATION:- The customers are using their bikes mostly for official andpersonal purpose.
38. Q6) How do you come to know about this Motor Bike? Hero Honda Bajaj TVS Newspaper 28 33 22 Television 22 28 18 Magazine 8 16 28 Friends & Relative 37 13 22 INTERPRETATION: - It is observed that the awareness of Hero Honda bikesmostly comes from friends while of Bajaj and TVS the awareness comes fromnewspapers and televisions.
39. Q7) Does Advertisement Influence your decision in choosing a Motor Bike? Yes 65 No 15 Can’t say 10INTERPRETATION: - Out of the sample size of 90 customers, 65 customers agreeswith the fact that advertisements play a very significant role in influencing theirbehavior to choose the bike. On the other hand 15 customers do not agree to this fact.While remaining 10 customers are not sure about it.
40. Q8 Are you satisfied with the performance of the bike that you are currently havin? Yes 55 No 28 Can’t say 7INTERPRETATION:- Out of the sample size of 90 customers, 55 customers says thatthey are satisfied with the performance of their bikes. On the other hand 28 customersare not satisfied with the performance of the bikes that they are having. While theremaining 10 customers are unable to say anything.
41. Q9) Do you have full knowledge about Bikes before buying? Hero Honda Bajaj TVSYes 42 34 37No 37 27 22Can’t Say 11 29 31 INTERPRETATION:- It is observed that most of the customers are having full knowledge of the bike before purchasing.
42. Q10) Which Factor below Influence your decision? Hero Honda Bajaj TVS Price 17 22 28 Mileage 28 15 15 Quality 11 20 16 Resale Value 12 14 17 Status symbol 32 19 14 HERO HONDAINTERPRETATION:- In Hero Honda bikes the mileage of the bike and the value thatit adds to the status symbol of the customers influences the decision criteria of most ofthe customers.
43. BAJAJINTERPRETATION:- In Bajaj bikes customers gets more influenced by the price andquality of the bike and also they think that it adds value to their prestige. TVSINTERPRETATION: - In TVS bike the economic price of the bikes influences thebuying behavior of the customers.
44. Q11) How would you rate the following factors of Bikes with respect to differentcompany? Hero Honda Bajaj TVSMileage 74% 72% 68%Price 68% 65% 47%Pick up 70% 80% 62%Maintenance 58% 62% 74%Look & Shape 85% 80% 72%Brand Image 53% 55% 69%
45. INTERPRETATION: - It is observed that in rating of different features of differentbikes people give maximum rating to the look and shape of the bike. At the secondlevel they give their rating to the pick up. At the third level they rate mileage. And atthe fourth level they give points to maintenance. At last they rate price and brandimage.
46. Q12) If new Bike with good features comes in, then would you like to change your bike? Hero Honda Bajaj TVS Yes 10 16 14 No 16 11 11 Can’t say 4 3 5INTERPRETATION:- It is observed that the customers of Hero Honda bikes are notready to change their bikes even if a new bike comes in with good features. Whilemajority of the customers of Bajaj and TVS are ready to change their bikes if newbike provides some good features to them.
47. FINDINGS During this research project I came in to contact with many customers who arehaving bikes. It has been found that in Hero Honda mostly the customers are havingsplendor while the ratio of the customers using Passion, Karizma and other bikes arecomparatively low. In Bajaj the customers are giving more preference to Discover andPulsar models and in case of TVS Bikes the customers are givig more preference tothe other models rather than Flame,Starcityand Apache. The maximum numbers ofcustomers that are using these bikes fall in the income group of 200000-300000. It has been observed that the customers are using their bikes mostly forofficial and personal purpose. It is observed that the awareness of Hero Honda bikesmostly comes from friends while of Bajaj and TVS the awareness comes fromnewspapers and televisions. Out of the sample size of 90 customers, 65 customersagree with the fact that advertisements play a very significant role in influencing theirbehavior to choose the bike. On the other hand 15 customers do not agree to this fact.While remaining 10 customers are not sure about it. When the customers are asked that are they satisfied with the performance oftheir bikes then most of them agrees to the fact. Out of the sample size of 90customers, 55 customers says that they are satisfied with the performance of theirbikes. On the other hand 28 customers are not satisfied with the performance of thebikes that they are having. While the remaining 10 customers are unable to sayanything. It is observed that most of the customers are having full knowledge of thebike before purchasing It has been seen that In Hero Honda bikes the mileage of the bike and thevalue that it adds to the status symbol of the customers influences the decision criteriaof most of the customers. In Bajaj bikes customers gets more influenced by the priceand quality of the bike and also they think that it adds value to their prestige. While incase of TVS bike the economic price of the bikes influences the buying behavior ofthe customers. It is observed that in rating of different features of different bikes people givemaximum rating to the look and shape of the bike. At the second level they give theirrating to the pick up. At the third level they rate mileage. And at the fourth level theygive points to maintenance. At last they rate price and brand image.
48. It is observed that the customers of Hero Honda bikes are not ready to changetheir bikes even if a new bike comes in with good features. While majority of thecustomers of Bajaj and TVS are ready to change their bikes if new bike providessome good features to them.
49. Conclusion1. Most of the Flame, Apache, Pulsar, CBZ & Karizma are purchased by young generation 18 to 30 years because they prefer stylish looks and rest of the models of Hero Honda, TVS and Bajaj are purchased more by daily users who needs more average of bikes than looks.2. Hero Honda is considered to be most fuel-efficient bike on Indian roads.3. Service & Spare parts are available throughout India in local markets also.4. While buying a motorcycle, economy is the main consideration in form of maintenance cost, fuel efficiency.5. Majority of the respondent had bought their motorcycle more than 3 years.
50. RECOMMENDATIONS1. Bajaj should introduce some more models having more engine power.2. Hero Honda should think about fuel efficiency in case of upper segment bikes.3. More service centers should be opened.4. Maintenance cost and the availability of the spare parts should also be given due importance.5. They also introduce some good finance/discount schemes for students.6. The price should be economic.
52. QUESTIONNAIRENAME: - ………………………………………………CONTACT NO ……………………………………….AGE:- 15-20 20-25 25-30 Above 30OCCUPATION:- Businessman Employee Student OtherQ1) Which Bike do you have? Hero Honda Bajaj TVSQ2) Which Model do you have?Hero Honda: - Splendor Passion Karizma OtherBajaj: - CT 100 Discover Pulsar OtherTVS:- Flame Apache Star city OtherQ3) In which Family Income do you Fall? 100000-200000 200000-300000 300000-400000 Above 400000Q4) For how long do you own a Bike? 0-1 year 1-2 year 2-3 year above 3 yearsQ5) For what purpose do you use your Motor Bike? Office Purpose Personal Purpose Joy Purpose Other
53. Q6) How do you come to know about this Motor Bike? Newspaper Television Magazines Friends/RelativesQ7) Are you satisfied with the performance of the bike that you are currently having? Yes No Can’t sayQ8) Does Advertisement Influence your decision in choosing a Motor Bike? Yes No Can’t sayQ9) Do you have full knowledge about Bikes before buying? Yes No Can’t sayQ10). Which factor below influence your decision? Price Mileage Quality Resale Value Status SymbolQ11) How would you rate the following factors of bikes with respect to different companies? Hero Honda Bajaj TVS Mileage Price Pick up Maintenance Look/Shape Brand ImageQ12) If new bike with good feature comes in, then would you like to change your bikes? Yes No Can’t say
54. Q13) Any Suggestions for Company………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………Date: (Signature)