A project on impact of post sales service on customer satisfaction at hero honda

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A project on impact of post sales service on customer satisfaction at hero honda

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A project on impact of post sales service on customer satisfaction at hero honda

  1. 1. “A study on impact of post sales service on customer satisfaction” CONTENTS CHAPTER 1 EXECUTIVE SUMMARY 6-7 COMPANY PROFILE 7 - 42 OBJECTIVES AND RESEARCH METHODOLOGY 42 - 43 SAMPLING AND RESEARCH DESIGN 43 – 44 TESTING HYPOTHESES 44 - 49 CHAPTER 2 DATA ANALYSIS 51 - 63 FINDINGS 63 - 65 SUGGESTIONS 65 - 66 CONCLUSION 66 - 67 CHAPTER 3 QUESTIONNAIRE 69 - 70 BIBILOGRAPHY 70 - 71BABASAB PATILFREEPPTMBACOM Page 1
  2. 2. “A study on impact of post sales service on customer satisfaction”BABASAB PATILFREEPPTMBACOM Page 2
  3. 3. “A study on impact of post sales service on customer satisfaction” EXECUTIVE SUMMARY Hero Honda is the largest exporter of two a wheelers. Hero Hondamanufactures state-of-the-art range of two-wheelers. The brand Splendor iscontinually dominating the Indian motorcycle market in the premium segment. ItsPassion is also a successful bike on Indian roads.A project report containing the marketing research on “A study on impact of postsales service on customer satisfaction at Anas Motors Pvt Ltd” by the companyto build long term relations with customers & to promote the sales of original spares& services. From authorized dealer only.It was an opportunity to learn the practical aspects of industries. I have chosssen thistopic concerned to company requirement. Hero Honda Company is market leader intwo-wheeler segment. And to maintain this relation they need strong relation withtheir customers.So they need to know, what is the satisfaction level & the customer response aboutHero Honda post sales service was needed I collated the information by a structuredquestionnaire that included requirements what the company needed & thequestionnaire is attached in the appendix.BABASAB PATILFREEPPTMBACOM Page 3
  4. 4. “A study on impact of post sales service on customer satisfaction” ORGANISATIO PROFILE Hero Honda Motorcycle Ltd.Type Public company BSE:HEROHONDA MFounded January 19, 1984Location IndiaKey people Brijmohan Lall Munjal (Chairman and Managing DirectorIndustry AutomotiveProducts Motorcycles, ScootersRevenue 7,536 crores Rs 2004-2005Website 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-wheeled motorized vehicles since 2001, when it produced 1.3 million motorbikes in asingle year. Hero Hondas Splendor is the worlds top selling motorcycle. Its 2 plantsare in Dharuhera and Gurgaon, both in Haryana, India. It specializes in dual usemotorcycles that are underpowered and very fuel efficientBABASAB PATILFREEPPTMBACOM Page 4
  5. 5. “A study on impact of post sales service on customer satisfaction” Mission 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 ofethics and societal responsibilities, constantly innovate products and processes, anddevelop teams that keep the momentum going to take the company to excellence inthe new millennium”.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.VijayLaxmanKelBABASAB PATILFREEPPTMBACOM Page 5
  6. 6. “A study on impact of post sales service on customer satisfaction” COMPANY PROFILEHERO HONDA Hero, the brand name synonymous with two wheelers in India, is a multi-unitMulti-product, geographically diversified, group of companies the reflection of the steely ambition andindomitable grid of the Munjal family. Trace the sags of “Hero” through more than 45 of Enterprise & Achievements, of versionand planning. Always blazing through the trials of success.HISTORY OF HERO HONDAThe legend of Hero Honda What started out joint venture between Hero group, the worlds largest bicyclemanufacturer and the company of Japans, has today become the world’s dingle largest twowheelers company .coming in to existence January 19, 1948, Hero Motors limited gave Indianothing less than are evaluation on two wheelers, the made famous by “fill it shut it and forgetit” campaign .Driven by the trust of over 5 million customers. The Honda product range todaycommand market share 48% making it veritable giant in the industry. Add to that technologicexcellence, an expansive dealer network, and reliable after sale service, and you have one of thecustomer-friendly.BABASAB PATILFREEPPTMBACOM Page 6
  7. 7. “A study on impact of post sales service on customer satisfaction” This is provided by the company’s over the year 1985.86 43000 units 1989.90 96,200 units 1998.99 5, 30,600 units 1999-0 7,61,210 units 2000.1 10,29,555 units 2000.2 14,25,195 units 2000.3 16,77,537 units Customer satisfaction, high quality product, the strength of Honda,Technology and the Hero group dynamic helped HHML sales new frontiers and exceed limits. In the word of Mr. Brijmohan Lall Munjal, the chairman and managingDirector “we will continue to make afford required for the development, of motorcycle industry,through new product development, technology innovation, investment in equipment of facilitiesand through efficient management”BABASAB PATILFREEPPTMBACOM Page 7
  8. 8. “A study on impact of post sales service on customer satisfaction” KEY MILESTONE OH HERO HONDA1983: Joint collaboration agreement with Honda Motor Co.Ltd, Japan signed1984: Hero Honda Motors Ltd, incorporated.1985: First motorcycle “CD 100” rolled out1987: 100,000th motorcycle produced1989: New motorcycle model- Sleek” introduced1991: New motorcycle model- “CD 100 SS” introduced 500,000th motorcycleProduced1992: Raman munjal vidhya mandir inaugurated A school in the memory of founderManaging Director, Mr Raman Kant Munjal1994: New motorcycle model “Splendor” introduced 100,000th motorcycle produced1997: New motorcycle model- “street introduced. Hero Honda’s 2nd manufacturingPlant at Gurgoan inaugurated1998: 2,000,000th motorcycle produced1999: New motorcycle model- “CBZ: introduced. Environment Management SystemOf Dharuhera plant certified with ISO-14001 by DNV HollandRaman Munjal memorial hospital inaugurated –A hospital in the memory ofFounder Managing Director, Mr., Raman Kant munjal2000: 4,000,000th motorcycle produced. Environment Management System ofBABASAB PATILFREEPPTMBACOM Page 8
  9. 9. “A study on impact of post sales service on customer satisfaction”Gurgoan plant certified ISO-14001 by DNV Holland.Splendor declared “World No, 1”- largest selling two wheeler model“Hero Honda Passport Programme” – CRM Programme launched2001: New motorcycle model- “Passion” introduced.One million productions in one single playerNew motorcycle model- “joy” introduced5,000,000th motorcycle produced2002: New motorcycle model-“Dawn” introducedNew motorcycle model- “Ambition” introducedAppointed Virendor Sehwag, Mohammad Kaif,Yuvraj Singh,Harbhajan Singh,Zaheer Khan as Brand Ambassadors2003: Becomes the Indian Company to cross the cumulative 7 million sales markSplendor has emerged as the World’s largest selling model for the third calendarYear in a row (2000.2001, 2002)New motorcycle model-“CD Dawn” introducedNew motorcycle model-“splendor +” introducedNew motorcycle model- “Passion plus” introducedNew motorcycle model- “Karizma” introduced2004: New motorcycle model- “ambition 135” introducedHero Honda became the World No, 1 Company for the third consecutive year,Crossed sales of over 2 million units in a single year, a global record,Splendor-World largest selling motorcycle crossed the 5th million marksNew motorcycle model- “CBZ*” introducedBABASAB PATILFREEPPTMBACOM Page 9
  10. 10. “A study on impact of post sales service on customer satisfaction”Joint Technical Agreement renewed2005: Hero Honda is the World No,1 for the 4th year in a rowNew motorcycle model- “Super Splendor” introducedNew motorcycle model- “CD Deluxe” introducedNew motorcycle model- “Glamour” introducedNew motorcycle model- “Achiever” introducedFirst Scooter model form Hero Honda- “Pleasure” introduced2006: Hero Honda is the World No, 1 for the 5th year in a rowBABASAB PATILFREEPPTMBACOM Page 10
  11. 11. “A study on impact of post sales service on customer satisfaction”THE CHAIRMAN: -Brijmohan Lall Munjal-The king of RoadThe venerated patriarch and visionary of the Hero group, Mr. Brijmohan Lall Munjal is the firstgeneration entrepreneur who stared very small and through sheer hard work and perseverancetoday made this two wheelers venture the No1two wheelers company.THE STORY OF THE INDOMITABLE ENTREPRENEUR:- One the brightest stories of Indian entrepreneurship began seventy oneYears ago when a six year old boy quietly walked in to a newly opened Gurkul (Indian valuebased school) near his home in Kamalia (now in Pakistan) determined to again admissioninstantly. Thus began an extraordinary saga of Entrepreneurial achievement. Today, we know that boy as Brijmohan Lall Munjal, the much venerated Patriarch of theHero Group one of the largest corporation group in country.BABASAB PATILFREEPPTMBACOM Page 11
  12. 12. “A study on impact of post sales service on customer satisfaction”Brijmohan Lall inspirations to enter the two wheelers world come from a desire to prove thecheapest from transport for the poorest of the poor. Post –Partition, Brijmohan Lall Munjal andhis brother relocated to Ludhiana. They had to began from scratch. They set up manufactures ofbicycle components .From then on there was no looking back. In typically modest mannerB.M.Munjal accords a great deal of credit for high success to his family and team. He traversedthe road success fallowing these principles: • Trusting his uncanny instincts. • A unique approach to people –one from the heart. • Ahead of time, every time. • The idea corporate citizen showing other the way.His leadership and sagacity has earned his great respect and hehas personally been responsible for kindling the spirit of entrepreneurship amongst hisemployees who today constitute a family of about forty successful Entrepreneurs.BABASAB PATILFREEPPTMBACOM Page 12
  13. 13. “A study on impact of post sales service on customer satisfaction”KEY POLICIES AN ENVIRONMENTALLY AND SOCIALLY, AWARE COMPANYAt Hero Honda, our goal is not only to sell you a bike, but also to help you everystep of the way in making your world a better place to live in. Besides its will toprovide a high-quality service to all of its customers, Hero Honda takes a stand as asocially responsible enterprise respectful of its environment and respectful of theimportant issues.Hero Honda has been strongly committed not only to environmental conservationprogrammers but also expresses the increasingly inseparable balance between theeconomic concerns and the environmental and social issues faced by a business. Abusiness must not grow at the expense of mankind and mans future but rather mustserve mankind.Environment PolicyTo achieve this we commit ourselves to: • Integrate environmental attributes and cleaner production in all our business processes and practices with specific consideration to substitution of hazardous chemicals, where viable and strengthen the greening of supply chain. • Continue product innovations to improve environmental compatibility. • Comply with all applicable environmental legislation and also controlling our environmental discharges through the principles of "alarm" (as low as reasonably achievable). • Institutionalize resource conservation, in particular, in the areas of oil, water, electrical energy, paints and chemicals.BABASAB PATILFREEPPTMBACOM Page 13
  14. 14. “A study on impact of post sales service on customer satisfaction” • Enhance environmental awareness of our employees and dealers / vendors, while promoting their involvement in ensuring sound environmental management.Quality PolicyExcellence in quality is the core value of Hero Hondas philosophy.We are committed at all levels to achieve high quality in whatever we do,particularly in our products and services which will meet and exceed customersgrowing aspirations through: • Innovation in products processes and services. • Continuous improvement in our total quality management systems. • Teamwork and responsibility.Safety PolicyHero Honda is committed to safety and health of its employees and otherpersons who may be affected by its operations. We believe that the safe workpractices lead to better business performance, motivated workforce and higherproductivity.We shall create a safety culture in the organization by: • Integrating safety and health matters in all our activities. • Ensuring compliance with all applicable legislative requirements. • Empowering employees to ensure safety in their respective work places. • Promoting safety and health awareness amongst employees, suppliers and contractorBABASAB PATILFREEPPTMBACOM Page 14
  15. 15. “A study on impact of post sales service on customer satisfaction”What is the Hero Honda Passport Scheme?  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 passport • 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. - A Special gift on your first transaction with a Hero Honda dealership or an authorizedBABASAB PATILFREEPPTMBACOM Page 15
  16. 16. “A study on impact of post sales service on customer satisfaction” 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.BABASAB PATILFREEPPTMBACOM Page 16
  17. 17. “A study on impact of post sales service on customer satisfaction” PRODUCT PROFILEBABASAB PATILFREEPPTMBACOM Page 17
  18. 18. “A study on impact of post sales service on customer satisfaction” PRODUCT PROFILE 1. Karizma 2. CBZ Extreme 3. Glamour 4. Passion + 5. CD-Dawn 6. Pleasure 7. Super Splendor 8. CD Deluxe 9. Achiever 10. Splendor + 11. Splendor NXG 12. HunkBABASAB PATILFREEPPTMBACOM Page 18
  19. 19. “A study on impact of post sales service on customer satisfaction” HERO HONDA BIKES & PRICESHeroHondaCD-dawn(97.20cc)Hero Honda CD Dawn is a beginners bike well tested on Indian roads and provenin city conditions. Hero Honda CD Dawn is a no-nonsense bike thats all aboutprice and utility. New bikes have showroom prices of around Rs. 32,000 and on-road prices of around Rs. 37,000 at Ahmedabad. Currently, Delhi has the lowest,and Chennai the highest on-road prices for Hero Honda CD-dawn. Hero HondaCD-dawn bike prices vary upon the two-wheeler dealers location.HeroHondaCD-Deluxe(97.20cc)BABASAB PATILFREEPPTMBACOM Page 19
  20. 20. “A study on impact of post sales service on customer satisfaction”Hero Honda CD Deluxe is a good beginners bike and convenient for cityconditions. Hero Honda CD Deluxe sales have grown by 23 per cent betweenJanuary-September 2007, within which time the industry actually declined by 14per cent in the entry segment. New bikes in this series have a showroom priceranging from around Rs. 36,000 to around Rs. 41,000 inclusive of all charges likeinsurance, octroi, RTO, etc. Hero Honda CD-Deluxe prices vary with the two-wheeler dealers location. Currently, Delhi has the lowest, and Bangalore thehighest on-road prices for Hero Honda CD-Deluxe. Hero Honda CD-Deluxe bikeprices vary upon the two-wheeler dealers location.HeroHondaSplendorPlus(97.20cc)Hero Honda Splendor Plus is one of the largest selling bikes in India. It sportsseveral improvements over the old splendor. At the showroom, this bike costsaround Rs. 40,000 with an on-road price of around Rs. 45,000. Currently, Delhihas the lowest, and Mumbai the highest on-road prices for Hero Honda SplendorPlus. For Hero Honda Splendor Plus bike prices vary upon the two-wheelerdealers location.HeroHondaSplendorNXG(97.20cc)The Hero Honda Splendor NXG is a new age bike in Hero Hondas 100 cc stable.Stunning looks, economic performance, and a multitude of features backed byHero Hondas reliable support network, makes this a good choice for the citycommuter. The Hero Honda Splendor NXG is now available at a showroom priceof around Rs. 42,000 with an on road price of around Rs. 48,000 includingsupplementary charges. Currently, Delhi has the lowest, and Bangalore the higheston-road price for Hero Honda Splendor NXG. Currently, Delhi has the lowest, andBABASAB PATILFREEPPTMBACOM Page 20
  21. 21. “A study on impact of post sales service on customer satisfaction”Chennai the highest on-road prices for Hero Honda Splendor NXG. Hero HondaSplendor NXG bike prices vary upon the two-wheeler dealers location.HeroHondaPassionPlus(97.20cc)The Hero Honda Passion Plus is a bike meant for the executive city commuter.This improved version of the Hero Honda Passion comes with severalimprovements over its earlier versions and gives an easy ride and easy handling.New bikes have showroom prices of around Rs. 42,700 and on road prices ofaround Rs. 48,200 at Ahmedabad. Currently, Delhi has the lowest, and Mumbai thehighest on-road prices for Hero Honda Passion Plus. Hero Honda Passion Plus bikeprices vary upon the two-wheeler dealers location.HeroHondaSuperSplendor(124.70cc)Hero Honda Super Splendor is not a bike to race with, but one you can depend onto get you to your destination and back in the city safely and economically. Newbikes in this series have a showroom price ranging from around Rs. 45,000 toaround Rs. 51,000 inclusive of all charges like insurance, octroi, RTO, etc. HeroHonda CD-Deluxe prices vary with the two-wheeler dealers location. Currently,Delhi has the lowest, and Mumbai the highest on-road prices for Hero HondaSuper Splendor. Hero Honda Super Splendor bike prices vary upon the two-wheeler dealers location.BABASAB PATILFREEPPTMBACOM Page 21
  22. 22. “A study on impact of post sales service on customer satisfaction”HeroHondaGlamour(125cc)The new Hero Honda Glamour looks all the better with enhanced graphics andother details and continues to sell to the discerning. At the showroom, this bikecosts around Rs. 48,000 with an on-road price of around Rs. 55,000. Currently,Delhi has the lowest, and Mumbai the highest on-road prices for Hero HondaGlamour. Hero Honda Glamour bike prices vary upon the two-wheeler dealerslocation.HeroHondaGlamourFI(125cc.)The Hero Honda Glamour FI 125 cc, built after the existing Glamour 125 cc, is atechnological trendsetter in two wheelers. The Hero Honda Glamour FI 125 cc isnow available at a showroom price of around Rs. 52,000 with an on road price ofaround Rs. 58,500 including supplementary charges. Currently, Delhi has thelowest, and Bangalore the highest on-road prices for Hero Honda Glamour FI.Hero Honda Glamour FI bike prices vary upon the two-wheeler dealers location.HeroHondaAchieverThe Hero Honda Achiever has made a comeback in a new 2007 avatar withdefinite improvements over its 2006 model. New bikes have showroom prices ofaround Rs. 55,000 and on road prices of around Rs. 61,500 at Ahmedabad.Currently, Delhi has the lowest, and Mumbai the highest on-road prices for HeroHonda Achiever. Hero Honda Achiever bike prices vary upon the two-wheelerdealers location.BABASAB PATILFREEPPTMBACOM Page 22
  23. 23. “A study on impact of post sales service on customer satisfaction”HeroHondaCBZXtreme(KickStart)The Hero Honda CBZ Xtreme has little in common with its earlier version theHero Honda CBZ except a similar headlamp. New bikes in this series have ashowroom price ranging from around Rs. 55,500 to around Rs. 62,000 inclusive ofall charges like insurance, octroi, RTO, etc. Hero Honda CD-Deluxe prices varywith the two-wheeler dealers location. Currently, Delhi has the lowest, andMumbai the highest on-road prices for Honda CBZ Xtreme (Kick Start). HondaCBZ Xtreme (Kick Start) bike prices vary upon the two-wheeler dealers location.HeroHondaCBZXtreme(SelfStart)The Hero Honda CBZ Xtreme has little in common with its earlier version theHero Honda CBZ except a similar headlamp. At the showroom, this bike costsaround Rs. 57,500 with an on-road price of around Rs. 64,300. Currently, Delhihas the lowest, and Mumbai the highest on-road prices for Hero Honda CBZXtreme (Self Start). Hero Honda CBZ Xtreme (Self Start) bike prices vary uponthe two-wheeler dealers location.HeroHondaHunk(KickStart)New bikes have showroom prices of around Rs.55,000 and on road prices ofaround Rs.60,000 at Ahmedabad. Hero Honda Hunk (Kick Start) bike prices varyuponthetwo-wheelerdealerslocation.HeroHondaHunk(SelfStart)New bikes have showroom prices of around Rs. 57,000 and on road prices ofBABASAB PATILFREEPPTMBACOM Page 23
  24. 24. “A study on impact of post sales service on customer satisfaction”around Rs. 60,000 at Delhi. Hero Honda Hunk (Self Start) bike prices vary uponthe two-wheeler dealers location.HeroHondaKarizmaHeroHondaKarizmaThe Hero Honda Karizma may be the most modern bikes presently on Indian roadstoday. New bikes have showroom prices of around Rs. 74,000 and on road pricesof around Rs. 82,000 at Ahmedabad. Currently, Delhi has the lowest, and Mumbaithe highest on-road prices for Hero Honda Karizma. Hero Honda Karizma bikeprices vary upon the two-wheeler dealers location.Hero Honda ScooterHeroHondaPleasure(102cc)The Hero Honda Pleasure has made its name in the scooterettes market, beingfitted with features meant specifically for the modern woman. New bikes in thisseries have a showroom price ranging from around Rs. 36,700 to around Rs.41,700 inclusive of all charges like insurance, octroi, RTO, etc. Hero Honda CD-Deluxe prices vary with the two-wheeler dealers location. Currently, Delhi has thelowest, and Mumbai the highest on-road prices for Hero Honda Pleasure. HeroHonda Pleasure scooter prices vary upon the two-wheeler dealers locaBABASAB PATILFREEPPTMBACOM Page 24
  25. 25. “A study on impact of post sales service on customer satisfaction”SERVICE STATEMENT Our constant Endeavour is support the company’s mandate of providing highestlevel of customer satisfaction by taking care of your motorcycle service & maintenancethrough our vast network of more than 1000 committed dealer & service outlets spreadacross the country.Our state-of-the-art authorized workshop have well laid out standard for motorcycleservicing supported by fully equipped infrastructure in terms of quality precisioninstruments ,pneumatic tools & team of highly trained service technicians. Having yourmotorcycle serviced at an authorized workshop ensures highest standards of service quality.INITIATIVES An Environment Social, Aware Company At Hero Honda, our goal is not to sell youbike, but also to help you every step of the way in making your world better place to live in.besides its will to provide a high quality service to all of its customers, Hero Honda takes a standas socially responsible enterprise respectful of its environment and respectful of the importantissues.“We must do something for the community from whose land we generate our wealth”. A famousquote of Mr.Brijmohan Lall Munjal, our CMD.BABASAB PATILFREEPPTMBACOM Page 25
  26. 26. “A study on impact of post sales service on customer satisfaction”SPARES FEATURES & BENEFITS:The Performance & Safety of the bike not only depends up on the world class designer &workmanship assured by Hero Honda but also on the parts being used in the assembly line.Even the first components manufactured need replacement from time to time .And to censure thecontinued impeccable performance of vehicle, the spare part should also be made replaced asgood as the components fitted by Hero Honda.As responsible Hero Honda bike owner, we recommended that for your safety long life, highperformance of the bike, use only Hero Honda genuine part.To identify a Hero Honda genuine parts we have a differentiator with us, a hologram, whichcomes with special security features & very simple for a customer to identify a genuine, & a nongenuine spare parts.Our each packing hologram which can he identified by the features like • 3D EFFECT • EXPANDING & SHRINKIG EFFECT • KINETIC EFFECT.BABASAB PATILFREEPPTMBACOM Page 26
  27. 27. “A study on impact of post sales service on customer satisfaction” SALES PROCESS 1) When a customer walks into our showroom, the receptionist will greed him/her & lead to a sale executive. 2) On introduction of the sale executive will take the customer, to the selection room & show the various modals displayed treat & explain in detail the salient feature of each modal. Answer all the queries, if any of the customers. The customer should be offered a test drive of the bike of her/him choice & if he/she express the desire to test drive a test drive should be arranged taking all necessary care. 3) After this, the sales executive will take the customer to the work shop & show him/her the various infrastructure service facilities in the workshop beside the quality of the service we render. Also explain that, because of the quality service reporting are the highest in the entire South Gujarat’ and we surpassed our competitor in all respects; and we are the number one dealers in Ankleshwar.. 4) Bring customer back to the sales counter and offer him/her a cup of tea and take down the name and address in the enquiry register. Now, the sales process begins; and during theBABASAB PATILFREEPPTMBACOM Page 27
  28. 28. “A study on impact of post sales service on customer satisfaction” process price of various models, Insurance T.R, P.R, PMS, passport etc. should be explained to the customer in detail. Also enquire in to as to whether he/she intends to buy by cash or would go in the finance assistance. In the latter case, offer the service of financial institution representative stationed in our showroom. During the process inter-act with customer and give him/her an impression that you are caring from him/her. 5) All out efforts should be made to sell the product by persuading the customer without offering free accessories; and should offered fail accessories may be offered free of cost. Normally, every customer take free –accessories offer for granted and asks for compliment /cash discount etc. In that eventuality the A.S.M should be consulted and as the last resort not loose the sale the A.S.M duly consulting with G.M may take suitable decision and strike down the deal. The delivery of compliments and payment of cash discount should be made in the. Chamber of G.M and through him. This will avoid a situation where every buyer putting forth a similar demand. 6) When sale of motorcycle (M.C) is over, the customer should be taken to the cashier for payment of cash/down payment D.D/Cheque etc. as the case is; and all assistance should be rendered to him/her to complete this formality. 7) Once this formality is over, the customer should be taken to the selection room and he/she be given a free hand in selecting the motorcycle of his/her choice. After selection of motorcycle, Chassis and engine number of the motorcycle should be noted down, besides informing the POI in charge toBABASAB PATILFREEPPTMBACOM Page 28
  29. 29. “A study on impact of post sales service on customer satisfaction” 8) Get the motorcycle ready in all respects study fitting the accessories as agreed to at the time of sale. 9) The customer is brought to the passport executive for brief again on the passport and its advantages by the passport executive. During this process effort should be made to convince the customer to go in for passport and formalities be completed, should the customer get convinced. 10) Now, the customer should be taken to the documentation assistant, to complete the formality of T.R, P.R., Insurance cover note, Invoice, Sale letter and gate pass issuance etc. A copy of Invoice is given to the customer, if he/she demands (in norm all course the customer gets these document on the next working day). With gate pass the customers be brought the passport executive for issuance of service book and warranty card. .BABASAB PATILFREEPPTMBACOM Page 29
  30. 30. “A study on impact of post sales service on customer satisfaction” AWARDS & ACCOLADES: Awards and Recognition to Hero Honda Motors Limited:-2005 • Consumer Awards 2005 - Indias most preferred two-wheeler brand by CNBC in the Automobiles category • Bike Maker of the Year Award by Overdrive Magazine • ICWAI National Award for Excellence (Second) in Cost Management 2004 in the private sector category by ICWAI • 10th Motilal Oswal Wealth Creator Award for as the most consistent wealth creator for the period 1991-20052004 • Winner of the Review 200 – Asia’s Leading Companies Award (3rd Rank amongst the top 10 Indian companies) • GVC Level 1 (Highest Rating) by CRISIL for corporate Governance • Adjudged as the Best Value Creator – Large Size Companies 2003-04 by the Outlook Money • Corporate Excellence Award 2004 by Indian Institute of Materials Management • Adjudged as the Organization with Innovative HR Practices by HT Power Jobs for HR ExcellenceBABASAB PATILFREEPPTMBACOM Page 30
  31. 31. “A study on impact of post sales service on customer satisfaction” • ICSI National Award for Excellence in Corporate Governance 2004 by the Institute of Company Secretaries of India2003 • Winner of the Review 200 – Asia’s Leading Companies Award (3rd Rank amongst the top 10 Indian companies) • Most Respected Company in Automobile Sector by Business World • Bike Maker of the Year by Overdrive MagazineBABASAB PATILFREEPPTMBACOM Page 31
  32. 32. “A study on impact of post sales service on customer satisfaction” ANAS MOTOR PROFILEAnas Motor Pvt Ltd: Authorized dealer of Hero Honda motorcycles, Ankleshwar.Started: November 1998Promoter: Mr. S.H.Baig (MD).Turnover (PA): 250 lakhs.Sales of 2008-2009: 4426 MotorcyclesTotal area: 12000.sq foot.Address: Teen Rasta circle, Station Road Ankleshwar.BABASAB PATILFREEPPTMBACOM Page 32
  33. 33. “A study on impact of post sales service on customer satisfaction” ORGANISATION CHART MD Sales GM Spares In charge Service Works store manager Assistant Service Sales room in Field operator Manager advisorcharger Sales room Network manager Frontline supervisorexecutive Network Mechanics executive Spares executive Working Boy’s BABASAB PATILFREEPPTMBACOM Page 33
  34. 34. “A study on impact of post sales service on customer satisfaction” Helper ORGANISATION DEPARTMENTS  Sales Department  Service & repair Department  Delivery Department  RTO work Department  Spare part Department  Account & Billing Department SALES DEPARTMENT:In this department all the matters regarding sales& purchases are handled. Here sales executivemeet the customer & brief them with the all the details required information .Here sales executive gives quotations, brief description about the required bike model.BABASAB PATILFREEPPTMBACOM Page 34
  35. 35. “A study on impact of post sales service on customer satisfaction” SERVICE & REPAIR DEPARTMENT Work Manager Work Supervisor Head Mechanics M/C M/C M/C M/C C M/CIn this department all the matters regarding service & repair are taken care. This department is Cwell structured work supervisor address the problem & gives the customer delivery time then hepasses the work slip to head mechanic. Then head mechanics distributes the work with themechanics teams. And problem salving process is carried out.Delivery Section:In this section delivery of new bikes are given to the customers. Here order is received bydelivery section incharge were he cross checks the document produced by the customer then hegives the keys of the bike to the customer.BABASAB PATILFREEPPTMBACOM Page 35
  36. 36. “A study on impact of post sales service on customer satisfaction”Here customer can have test ride of bikes & can select the bike.RTO work departmentIn this department all the matters regarding issuing of temporary registration, temporaryinsurance, temporary passing of new bikes are handled. All the necessary paper work requiredfor temporary passing is handled in this department.Spare part department:In this department spare part required by mechanics are stored. And issued on requirement of themechanics 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-today transactions& final report is produced at the end of the financial year to the managementBABASAB PATILFREEPPTMBACOM Page 36
  37. 37. “A study on impact of post sales service on customer satisfaction” SALES PERFORMANCE OF ANAS MOTORS PVT LTD 2008-2009MONTH SALES VALUE IN SALESAPRIL 308 12320000MAY 508 20320000JUNE 337 13480000JULY 302 12080000AUGUST 212 8480000SEPTEMBER 257 10280000OCTOBER 945 37800000NOVEMBER 434 17360000DECEMBER 206 8240000JANUARY 296 11840000FEBRUARY 317 12680000MARCH 304 12160000TOTAL 4426 177040000BABASAB PATILFREEPPTMBACOM Page 37
  38. 38. “A study on impact of post sales service on customer satisfaction” COMPETITOR PLAYERS. 1. BAJAJ AUTO - DEEP AUTOMOBILE 2. HONDA MOTOR - NAVSARJAN MOTOR 3. TVS - RAJENDRA AUTOMOBILE 4. YAMAHA - RELIABLE MOTOR SUBDEALERS 1. PARTH AUTOMOBILE - HANSOT 2. VASHNAVI AUTOMOBILE - DEDIAPADA 3. OM MOTORS- RAJPIPLABABASAB PATILFREEPPTMBACOM Page 38
  39. 39. “A study on impact of post sales service on customer satisfaction” OBJECTIVE & RESEARCH METHODOLOGY OBJECTIVES • To know the opinion about post sales service provided by Anas motors pvt ltd. • To suggest measures to improve customer satisfaction and improve quality of service. • To determine customer satisfaction level based on post sales provided. • To find out customer satisfaction level toward Hero Honda two wheeler at Anas motor pvt ltd • To know the behavior of staff with customer. RESEARCH METHODOLOGY Data source Primary data field survey Secondary data by internet Area of research Anas Motors Pvt ltd Research approach survey method Research instrument questionnaireBABASAB PATILFREEPPTMBACOM Page 39
  40. 40. “A study on impact of post sales service on customer satisfaction” Sampling: Concerned to my project, in a city District Ankleshwar and Bharuch where I havechosen 50 people as our respondents for survey who may represent the population of Ankleshwarand Bharuch citiesMethod of SamplingSample Element: Individuals who buy Hero Honda motor Cycles from Anas Motor Pvt Ltd.Sample Frame: Customer database.Extent: Ankleshwar & BharuchSample unit: Individuals (Businessman, Students, Professionals,)Sample Method: non-probability sampling, Convenience sampling method.Sample size: 100 respondents.Survey Technique: Once the researcher has decided to go for the survey method for collectingthe required Primary data. Then he should take a right decision among the various surveytechniques. Then various techniques are: Personal Interview Mail survey Telephone Survey QuestionnaireI have chosen the Questionnaire technique or method for the surveyBABASAB PATILFREEPPTMBACOM Page 40
  41. 41. “A study on impact of post sales service on customer satisfaction” TESTING HYPOTHESES H0: Less than 65% of the respondents are satisfied with the Anas motors H0 :< 65% H1: More than 65% of the respondents are satisfied with the Anas motors Testing Hypotheses at 5% level of significant. N=100 PH0= 65% QH0= 35% P=60% =0.60% Standard Error = PH0 * QH0 N = 0.65 * 0.35 100 = 0.00227 = 0.0476BABASAB PATILFREEPPTMBACOM Page 41
  42. 42. “A study on impact of post sales service on customer satisfaction” Zcal = P – PH0 Standard Error = 0.60 – 0.65 0.0476 = - 1.050 = -1.050 > -1.64 Z cal > Z tab value Accept H0 Reject H1 H0: Less than 65% of the respondents are satisfied with the Anas motors2. To Find out the customer satisfaction level toward Hero Honda two Wheelers of AnasMotors H0: Less than 70% of the respondents are satisfied with the Anas motors H0 :< 70% H1: More than 70% of the respondents are satisfied with the Anas motors Testing Hypotheses at 5% level of significant. N=100 PH0=70% QH0= 30%BABASAB PATILFREEPPTMBACOM Page 42
  43. 43. “A study on impact of post sales service on customer satisfaction” P=69% =0.69% Standard Error = PH0 * QH0 N = 0.70 * 0.30 100 = 0.0021 = 0.0458 Zcal = P – PH0 Standard Error = 0.69 – 0.70 0.0458 = - 0.218 = -0.218 > -1.64 Z cal > Z tab value Accept H0 Reject H1BABASAB PATILFREEPPTMBACOM Page 43
  44. 44. “A study on impact of post sales service on customer satisfaction”H0: Less than 70% of the respondents are satisfied with the Anas motors 3. To know the behavior of staff with customer H0: Less than 55% of the respondents are satisfied with the behavior of staff with customer H0 :< 55% H1: More than 55% of the respondents are satisfied with the Anas motors Testing Hypotheses at 5% level of significant. N=100 PH0=55% QH0= 45% P=48% =0.48% Standard Error = PH0 * QH0 N = 0.55 * 0.45 100 = 0.002475 = 0.0497BABASAB PATILFREEPPTMBACOM Page 44
  45. 45. “A study on impact of post sales service on customer satisfaction” Zcal = P – PH0 Standard Error = 0.48 – 0.55 0.0497 = - 1.408 = -1.408 > -1.64 Z cal > Z tab value Accept H0 Reject H1 H0: Less than 55% of the respondents are satisfied with the behavior of staff withcustomerBABASAB PATILFREEPPTMBACOM Page 45
  46. 46. “A study on impact of post sales service on customer satisfaction”BABASAB PATILFREEPPTMBACOM Page 46
  47. 47. “A study on impact of post sales service on customer satisfaction”(1)Analysis:BABASAB PATILFREEPPTMBACOM Page 47
  48. 48. “A study on impact of post sales service on customer satisfaction”From this survey 67% respondents says good, 19% respondents says Fair,12% respondents says Excellent, 2% respondent says poor about the paid servicesProvided by Anas motors pvt ltd.Interpretation:From this survey come to know maximum number of respondents have satisfied withProvided Paid services by Anas motors pvt ltd.(2)Analysis:BABASAB PATILFREEPPTMBACOM Page 48
  49. 49. “A study on impact of post sales service on customer satisfaction”From this survey come to know that 48% respondents says that response given by the salesexecutive is good and 35% says its fair,11% says its excellent and 5% say it is poor and 1%respondent say the response is very poor.Interpretation:Through come to know more people are happy with response about sales executive.(3)BABASAB PATILFREEPPTMBACOM Page 49
  50. 50. “A study on impact of post sales service on customer satisfaction”Analysis:From this survey come to know that overall performance of Hero Honda two wheelers that is44% respondents says good and 44% respondents says fair and 11% respondents says that isexcellent and 1% say it is poor.Interpretation:Maximum numbers of respondents are happy to overall performance of Hero Honda.(4)BABASAB PATILFREEPPTMBACOM Page 50
  51. 51. “A study on impact of post sales service on customer satisfaction”Analysis:Even come to know that 95% respondents say that provided timely delivery of vehicles and 5%respondents says no.Interpretation:Maximum number of respondent said that anas motors provided in a timely delivery(5)BABASAB PATILFREEPPTMBACOM Page 51
  52. 52. “A study on impact of post sales service on customer satisfaction”Analysis:According to the survey come to know that 28% of the respondent have given preferencemileage, 24% respondents to maintanance,13% respondents to brandname,11% respondents toprice, 13% respondents to all factor,6% respondents to availability,5% respondents to localdealers goodwill.Interpretation:More number of respondents are feel that they are satisfied to mileage while buying Hero Hondatwo wheeler.(6)BABASAB PATILFREEPPTMBACOM Page 52
  53. 53. “A study on impact of post sales service on customer satisfaction”Analysis:From the survey it reviles that 90% respondents say that is Anas motor pvt ltd available spareparts and 10% respondents says that it is not available.Interpretation:Maximum number respondents says that in Anas motors pvt ltd not available spare parts(7)BABASAB PATILFREEPPTMBACOM Page 53
  54. 54. “A study on impact of post sales service on customer satisfaction”Analysis:60% respondents says that the service charge charged by Anas motors pvt ltd are moderate, 33%respondents says the it is low and remaining 7% respondents says that it is expensive.Interpretation:More number of respondent are satisfied with cost of service charge at Anas motors pvt ltdBABASAB PATILFREEPPTMBACOM Page 54
  55. 55. “A study on impact of post sales service on customer satisfaction”(8)Analysis:69% respondents says that they are satisfied with mileage of Hero Honda two wheelers,20%respondents are neither satisfied nor dissatisfied,5% respondents are extremely satisfied,5%respondents are dissatisfied and 1% say it is extremely dissatisfied.Interpretation:Maximum number respondents are says that they are satisfied with mileage of Hero Honda twowheelers.BABASAB PATILFREEPPTMBACOM Page 55
  56. 56. “A study on impact of post sales service on customer satisfaction”(9)Analysis:From the survey 68% respondents says they are satisfied with the price of Hero Honda twowheelers,20% respondents neither satisfied nor dissatisfied,6% respondents are neither satisfiednor dissatisfied,5% respondents are dissatisfied and remaining 1% respondents is extremelydissatisfied.Interpretation:More number of respondent are satisfied with the price of Hero Honda two wheelers.BABASAB PATILFREEPPTMBACOM Page 56
  57. 57. “A study on impact of post sales service on customer satisfaction”(10)Analysis:The survey show that 96 % respondents are happy by service offer by them doesn’t need anyimprovements and 4% respondents says that yes they would like to suggest for improvements inthe present services offered by the Anas motors pvt ltd.Interpretation:Maximum number respondents are happy with present service offered by Anas motors pvt ltdBABASAB PATILFREEPPTMBACOM Page 57
  58. 58. “A study on impact of post sales service on customer satisfaction”(11)Analysis:48% respondents think that the response given by the mechanic is good,36% respondents thinkthat it is fair.10% respondents think that it is excellent and 6% respondents think that it is poor.Interpretation:From this survey maximum number respondents are happy with the response of mechanic.BABASAB PATILFREEPPTMBACOM Page 58
  59. 59. “A study on impact of post sales service on customer satisfaction”12. Analysis: Out of 11 respondents who say the service provider by Anas motors is Excellent, 7 of them of opinion that service cost are expensive and 4 of them say service cost are moderate, out of 68% respondents who Say service provide by Anas motors is good, 56% of them are the Opinion that cost of service at Anas motors is moderate and 12 say Cost of service is low.. Interpretation: The above analysis shows survey that maximum numbers of Respondents are Happy with paid service and more number of respondentsBABASAB PATILFREEPPTMBACOM Page 59
  60. 60. “A study on impact of post sales service on customer satisfaction” Are satisfied with the cost of service 13.Analysis: Out of 11 respondents who say service provide at Anas motors is Excellent, 10 are of the opinion that mechanic responds is excellent, 1 Is of them opinion that mechanic respond is good, out of 68 respondents Who say service of Anas motors is good, 46 say that mechanic respond good and 22 say that mechanic respond is fair.Interpretation: Maximum numbers of respondents are satisfied with the mechanicrespond and more number of respondents are happy with paid service provided byAnas motors pvt ltd.BABASAB PATILFREEPPTMBACOM Page 60
  61. 61. “A study on impact of post sales service on customer satisfaction” FINDINGS I have carried out this exercise on impact of post sale services on customer satisfaction In this study, I have tried to see whether customer are satisfied with the post sales service Provided by Anas mtors pvt ltd • From this survey we can see that 19% respondents says fair,67% respondents says good,12% excellent, and 2% poor about the post sales service provided by Anas motors pvt ltd. • Even we come to know that 48% respondents says that the response given by the sales executive is good and 35% respondents say its fair and 11% respondents says it is fair and 5% respondents says the response is poor. • From this survey we also come to know that 44% respondents say that the overall performance of Hero Honda two wheelers is good,44% respondents says fair and 11% says it is excellent and 1% say it is poor. • According to the survey we came to know that 95 % respondents says that it will provide timely delivery of vehicle and 5 % respondent says no. • From this survey we came to know that 28 % respondents have given preference to mileage,24% respondents to maintenance and 11% respondent to price,13% respondent to brand name 13% respondent to all factor and 6 % respondent to local dealer goodwill.BABASAB PATILFREEPPTMBACOM Page 61
  62. 62. “A study on impact of post sales service on customer satisfaction” • From this survey it reviles that 90% respondents say that Anas motor pvt ltd provided a spare parts and 10 % respondents say that it does not provide. • 60% respondent say that the service charges charged by Anas motor pvt ltd are moderate, 33% respondents say that it is low and 7% respondent say it is expensive. • The survey reviles that 69% respondents say that they are satisfied with mileage of Hero Honda,20% respondents are neither satisfied nor dissatisfied,5% respondents to extremely satisfied and 5% respondents to dissatisfied and the remaining 1% respondent to extremely dissatisfied with the mileage of Hero Honda. • From this survey w can see that 68% respondents are satisfied, 20% respondents are neither satisfied nor dissatisfied and 6% respondents are extremely satisfied and 5% respondents are dissatisfied, remaining 1% respondent to extremely dissatisfied with the Hero Honda vehicles purchased at Anas Motor pvt ltd. • The survey shows that 4% respondents say yes they would like to suggest for improvement in the present service offered by the Anas motors pvt ltd and 96% respondents are happy by the services offered by them don’t need any improvements. • 48% respondents think that the response given by the mechanic is good,36 % respondents think that it is fair and 10% respondents think it is excellent and remaining 6% Respondents to poor. • From this survey maximum number of people using a splendor and passion motorcycle of Hero Honda and remaining respondents are using other motorcycle. • 96% of respondent given preference does not need of addition in service remaining respondent to given preference that add some services.BABASAB PATILFREEPPTMBACOM Page 62
  63. 63. “A study on impact of post sales service on customer satisfaction” SUGGESTION 1. Nearly half of the respondents feel that the response of the sales executive while asking information is low. So it suggests that the behavior is also a part of the service so the staff member should behave well and maintain good relationship with the customers to improve their service quality. 2. More respondents are fair and good to overall performance. This shows that customers are neither satisfied nor dissatisfied with overall performance. So it suggests that to increase performance to satisfy the customers. 3. Maximum numbers of respondents believe that the cost of service at Anas motor Pvt Ltd is moderate and nearly half of them don’t want to give their bikes for paid service because they did not find any difference between local garages and in their service station. So is suggesting them to give offer with regards to cost of service. 4. More number of respondents feels that the response of the mechanic regarding complaints is fair. So it suggests improving them service quality. 5 More number of respondent are believe that spare parts are not available at Anas Motorspvt ltd so its suggest to them have to maintain inventoryBABASAB PATILFREEPPTMBACOM Page 63
  64. 64. “A study on impact of post sales service on customer satisfaction” CONCLUSIONFrom the survey it is cleared that most of the customers say that post sales service provided byAnas Motors Pvt Ltd is at satisfactory level i.e., they are neither satisfied nor dissatisfied withthe service provided.To overcome this problem the company should be taken right manner for the improvement ofpost sale services i.e., the company’s sales executive should keep in touch with the customersafter delivery of the vehicles and informing the customer regarding the service due. So this helpsto increase the customer satisfaction level. Effective service and attaining to complaints of customers immediately will satisfy them;this satisfaction will act as psychological motivation, indirectly will reflect and increase the salesof Anas Motors Pvt Ltd.BABASAB PATILFREEPPTMBACOM Page 64
  65. 65. “A study on impact of post sales service on customer satisfaction”BABASAB PATILFREEPPTMBACOM Page 65
  66. 66. “A study on impact of post sales service on customer satisfaction” QUESTIONNAIREName and Address: ___________________________________________________________________________________________________________________________________________________________________________________________________Telephone No: _________________________Occupation: ___________________________1. Which Hero Honda vehicle do you presently own? __________________________________________________________________2. What is your opinion about paid services provided by Anas Motors Pvt Ltd? 1 [ ] Excellent 2 [ ] Good 3 [ ] Fair 4 [ ] Poor 5 [ ] Very Poor3. Does Anas Motors Pvt Ltd provide timely delivery of vehicle as per schedule? 1 [ ] Yes 2 [ ] No4. How does you rate the overall performance of Hero Honda two wheeler. 1 [ ] Excellent 2 [ ] Good 3 [ ] Fair 4 [ ] Poor 5 [ ] Very Poor5. Mention any problems with the post sale services provide by Anas Motors Pvt Ltd? ________________________________________________________________ __________________________________________________________________BABASAB PATILFREEPPTMBACOM Page 66
  67. 67. “A study on impact of post sales service on customer satisfaction”6. How does the sales executive respond while asking information about vehicle? 1 [ ] Excellent 2 [ ] Good 3 [ ] Fair 4 [ ] Poor 5 [ ] Very Poor7. What factor do you consider while buying Hero Honda two wheeler? 1 [ ] Price 2 [ ] Mileage 3 [ ] Maintenance 4 [ ] Brand name 5 [ ] Availability 6 [ ] Local Dealers Goodwill 7 [ ] All8. Do you think all spares parts are Available in the Anas Motor Pvt Ltd? 1 [ ] Yes 2 [ ] No9. What do you think about the cost of the service at Anas Motor Pvt Ltd? 1 [ ] Expensive 2 [ ] Moderate 3 [ ] Low10. Are you satisfied with the mileage of the Hero Honda Two Wheelers? 1 [ ] Extremely Satisfied 2[ ] Satisfied 3 [ ] neither satisfied nor Dissatisfied 4 [ ] Dissatisfied 5 [ ] Extremely Dissatisfied11. Are you satisfied with the price of the Hero Honda Two Wheelers 1 [ ] Extremely Satisfied 2 [ ] Satisfied 3 [ ] Neither satisfied nor Dissatisfied 4 [ ] Dissatisfied 5 [ ] Extremely Dissatisfied12. What addition services do you demand? __________________________________________________________________13. Do you suggest any improvements in present services offered by Anas Motor Pvt Ltd? 1 [ ] Yes 2 [ ] No If Yes specify your suggestion_________________BABASAB PATILFREEPPTMBACOM Page 67
  68. 68. “A study on impact of post sales service on customer satisfaction”14. How does the mechanic respond to your complaints? 1 [ ] Excellent 2 [ ] Good 3 [ ] Fair 4 [ ] Poor 5 [ ] Very Poor BIBILOGRAPHY REFERENCE BOOKS 1. MARKETING RESEARCH A.Parasuraman Dhruv. Grewal R.Krishnan 2. CONSUMER BEHAVIOR Schiffman & Kanuk WEBSITE 1. www.herohonda.com. 2. www.google.comsBABASAB PATILFREEPPTMBACOM Page 68

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