Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

A comparative study of customer satisfaction towards performance of Hero, Bajaj, Honda and Tvs bikes(A Case of Malegaon City)

27,921 views

Published on

MBA marketing project report on
A comparative study of customer satisfaction towards performance of Hero, Bajaj, Honda and Tvs bikes(A Case of Malegaon City)

Published in: Marketing
  • DOWNLOAD THIS BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download Full EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download Full doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THIS can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THIS is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THIS Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THIS the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THIS Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • DOWNLOAD THIS BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download Full EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download Full doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THIS can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THIS is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THIS Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THIS the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THIS Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • Here's How YOU Can Stake Out Your Personal Claim In Our EIGHT MILLION DOLLAR GOLDMINE... ♣♣♣ http://t.cn/AieXAuZz
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • DOWNLOAD THIS BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download Full EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download Full doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THIS can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THIS is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THIS Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THIS the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THIS Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • I am so pleased that I found you! I have suffered from Sleep Apnea for years. I have tried everything to fix the problem but nothing has worked. For the last years I have been trying to use a CPAP machine on and off but it is very difficult to sleep with. It's noisy and very uncomfortable. I had no idea there was a natural way to help me. I am so pleased that I found you! ♣♣♣ http://t.cn/AigiCT7Q
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here

A comparative study of customer satisfaction towards performance of Hero, Bajaj, Honda and Tvs bikes(A Case of Malegaon City)

  1. 1. EXECUTIVE SUMMARY 1
  2. 2. EXECUTIVE SUMMARY Title of the project: “A Comparative Study of Customer Satisfaction toward Performance of Hero, TVS, Honda & Bajaj Bikes” 2 Industry: Automobile Company: HMSI (Honda Motorcycle and Scooter India) Private Limited Product: Two Wheeler Bikes NEED FOR THE STUDY The title of this project clearly states that the purpose of the study is to know the consumer preference towards performance of different two wheelers bike, the problem is to identify the impact of current marketing strategy on the consumers & the brand positioning of the product. Therefore a research is conducted to give and exposure to this case. The study is an attempt to know what is the exact expectation of customer attitude towards performance of different two wheelers bike in India. OBJECTIVES OF PROJECT 1. To identify the customer satisfaction level towards the performance of bikes 2. To identify the factors which influence consumer decision making process. 3. To identify possible area of improvement in bike. 4. To identify the competitive position of various brands of two wheelers in customers mind.
  3. 3. 3 RESEARCH DESIGN Success of any formal research project is a sound research design. A good research design has Characteristics like problem identification, problem definition, research objectives, developing the research plan, sourcing data, collection of data, analyzing data and information, presenting the findings. Research type - Descriptive Research approach- Qualitative and Quantitative Population- Malegaon Sample frame- Two Wheeler Bike users in Malegaon city Sample size- 100 Two Wheeler Bike customers in Malegaon city Data collection – Primary data was collected by structured questionnaires, interviews and observations made during the visits on field. Secondary data was collected from literature survey and internet. LIMITATIONS 1. Research work was carried out in Malegaon City only. The findings 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.
  4. 4. 4 FINDINGS 1. It is observed that in rating of different features of different bikes people give maximum rating to the look shape, Brand Image and Pickup of the HONDA HERO bikes. At the second level they give their maximum rating to the mileage of Bajaj Bikes. Most of the customers are dissatisfied with their TVS bikes 2. It is observed that the customers of Hero, Bajaj Honda bikes are not ready to change their bikes even if a new bike comes in with good features. While majority of the customers of TVS are ready to change their bikes if new bike provides some good features to them. Conclusion 1. Hero, Bajaj and Honda are considered to be most fuel-efficient bike on Indian rods. 2. Service Spare parts of Honda bikes are available throughout India in local markets also. 3. While buying a motorcycle, economy is the main consideration in form of maintenance cost, fuel efficiency. 4. Majority of the respondent had bought their motorcycle more than 2 years. SUGGESTIONS 1. Honda should introduce some more models having more engine power. 2. Honda should think about fuel efficiency in case of upper segment bikes.
  5. 5. INDEX SR. No. Title Page no. 1 INTRODUCTION OF THE STUDY 9 2 LITTERATURE SURVEY 11 3 INDUSTRY PROFILE 17 5 4 COMPANY PROFILE - HMSI (Honda Motorcycles and Scooters India) Pvt. Ltd. 21 5 OBJECTIVE AND SCOPE OF THE STUDY 38 6 RESEARCH METHODOLOGY 40 7 DATA ANALYSIS AND INTERPRETATION 49 8 OBSERVATIONS FROM THE STUDY 69 9 CONCLUSIONS 71 10 SUGGESTIONS 73 11 REFERRENCES AND QUESTIONIARRE 75
  6. 6. LIST OF TABLES 6 Table No. Table Name Page No. Table No. Table Name Page No. 4.1.1 TVS Ushering In the personal transportation revolution 26 7.06 Usage Of Bikes 56 4.1.2 Profile of TVS Motors Ltd. 27 7.07 How did customers get to know about bikes? 58 4.2.1 Profile Of Bajaj Auto Ltd. 29 7.08 Influence of advertisement on customer’s decision 59 7.01 Owners of different bikes 49 7.09 Customer Satisfaction towards performance of bikes 60 7.02 Age-wise users of different bikes 50 7.10 Respondents having about knowledge about bikes before buying 61 7.03 Respondents using different models 51 7.11 Influencing factors of bikes 62 7.04 Income level of respondents 54 7.12 Points given by customers for attributes of bikes 65 7.05 Customers using bikes since… 55 7.13 Bike Changing decision 67
  7. 7. LIST OF FIGURES GRAPHS 7 Graph No. GRAPH NAME PAGE No. Graph No. GRAPH NAME PAGE No. 1 Respondents Ownership Of Bikes 49 11 Influence of advertisement on customer’s decision 59 2 Age-Wise Users Of Bikes 50 12 Customer Satisfaction towards performance of bikes 60 3 Respondents using different models of Hero Bikes 51 13 Respondents having knowledge about bikes before buying 61 4 Respondents using different models of Bajaj Bikes 52 14 Hero Bikes influencing factor 62 5 Respondents using different models of TVS Bikes 53 15 Bajaj Bikes influencing factor 63 6 Respondents using different models of Honda Bikes 53 16 TVS Bikes influencing factor 63 7 Income Level of respondents 54 17 Honda Bikes influencing factor 64 8 Customers using bikes since… 55 18 Points given by customers for attributes 66 9 Usage of Bikes 56 19 Bike Changing decision 67 10 How Did customers get to know about bikes? 58
  8. 8. CHAPTER –– 1 INTRODUCTION 8
  9. 9. INTRODUCTION In today’s market the sales of the product is not the only way to get success, the services and the customer satisfaction is also important. The companies HERO, HONDA, BAJAJ, TVS are the world class companies in the two wheeler bikes. Those all are the highest two wheeler selling companies in India. But the performance and the customers approach toward those companies is important. The topic “A COMPARATIVE STUDY OF CUSTOMER SATISFACTION TOWARD PERFORMANCE OF HERO, TVS, HONDA AND BAJAJ BIKES” is a kind of survey that shows the performance of those companies. So this shows the customers view toward the companies and their problems about the companies. Here in this study, we try to analyze about the number of two wheelers and how many people are using two-wheeler? What motivates and influence them to buy two-wheeler? Which are the most preferable choices in two wheelers in case of motor cycles and scooters and the most recent two wheelers choice in the market? What are their consumer attitude toward performance of two wheelers bikes which influenced them and the reason to buy? So it is helpful to me in my future reference and that’s the reason I select this 9 topic for my project. STATEMENT OF THE PROBLEM In today’s intensely competitive environment, companies today are constantly looking for ways to attract customers by having a better understanding of changing customer attitude towards performance of two wheelers bikes. The ever changing market characteristics have huge impact on corporate decisions. The global environment also poses several complexities to marketer in understanding the market and consumer attitude. “A COMPARATIVE STUDY OF CUSTOMER SATISFACTION TOWARD PERFORMANCE OF HERO, TVS, HONDA AND BAJAJ BIKES”
  10. 10. CHAPTER –– 2 LITERATURE SURVEY 10
  11. 11. LITERATURE SURVEY In the review of literature I found that many researchers have contributed to this study about 'Consumer attitude toward performance of two wheeler bikes. Yet, these remain some area on the part of consumer attitude that needs to be taken notice of in my report. According to Anuj Kumar Kanojia, 2011 In his article explored the impact of consumer attitude on sales of two-wheeler in urban areas of India. However, the study also showed that urban and rural regions have different attitude when it comes to selecting the two wheelers bike model. According to Economic of times Ketan Thakkar, ET Bureau:- How critical India is to Hero Motor Co's fortunes became evident at the close of the last financial year. The Japanese company had forecast that it would sell 15.52 million motorcycles and all terrain vehicles (TVs) by March. It ended up falling marginally short (15.494 million) but that it was even able to get so close to the target was because its Indian unit grew at a cracking 30% pace. The numbers pretty much tell the story of what... ICRA EQUITY RESEARCH SERVICE: - HERO MOTOCORP LIMITED Results Update January 20, 2012, Hero Moto. Corp. Limited (HMCL), formerly Hero Honda Motors Limited, is the world’s largest two-wheeler (2W) company in terms of sales volumes, a position that it has been holding for the last nine consecutive years. HMCL was promoted as a joint venture (JV) between the Hero Group of the Munjal family and Honda Motor Company (HMC, Japan), with each holding around 26% equity stake in the company. However, in December 2010, the management of HMCL signed a new licensing agreement with HMC. The Hero Group and HMC agreed to restructure their respective equity positions in HMCL, as part of which, the Hero Group bought out the entire 26% of HMC’s stake in HMCL. HMCL has three manufacturing facilities located at Gurgaon (Haryana), Dharuhera (Haryana) and Haridwar (Uttarakhand) with an aggregate capacity to produce 6.15 million vehicles per annum as of March 31, 2011. 11
  12. 12. Asian Journal of Technology Management Research / Vol. 01 – Issue: 02 (Jul - Dec 2011) according to him: - Hero Honda has a remarkable share in the market of the two wheeler industry of India. It has recorded more than 41 percent share in the segment during the period. Where Bajaj the local manufacturer of two wheelers has recorded second position sales percentage 26.70 but it is a significant growth during the period. Third place has grabbed by the TVS motors in the segment which has a share of 18.14 percent. SIAM, Imams Analysis: - Indian two wheeler markets, competition is intense with around 10 players competing for the share in the industry. These players include global giants like Honda, Suzuki and Yamaha as well as Indian players like Bajaj and TVS. The market leader in the domestic two wheeler industry is Hero Honda Motors, with a 42 per cent market share. It is the largest two wheeler manufacturer in the world and is closely followed by Bajaj Auto, which has a 27 per cent market share. TVS Motor is the third largest two wheeler manufacturer in the country; it has also established a manufacturing facility in Indonesia. Honda Motors is present in India as Honda Motorcycles and Scooters India Limited (HMSIL), a 100 per cent subsidiary, in addition to joint venture, Hero Honda. Another international player, its Suzuki, has recently entered the Indian market through its direct subsidiary. The industry is characterized by frequent product launches, with over 20 models launched in 2006-07. In the year 1984, Mr. Brijmohan Lal Munjal:- The Chairman and Managing Director of Hero Honda Motors (HHM), headed an alliance between the Munjal family and Honda Motor Company Ltd. (HMC). HHM Mission Statement is: “We, at Hero Honda, are continuously striving for synergy between technology, systems, and human resources to provide products and services that meet the quality, performance, and price aspirations of our customers. According to study of Mr. MUKESH KUMAR, SRM SCHOOL OF MANAGEMENT:- “Hero Honda Motors Ltd., the manufacturer of India Largest selling 100 CC Motorcycles was incorporated on Jan. 19, 1984. Hero Honda is a successful blend of 12
  13. 13. two unique cultures world market leaders i.e. Honda Motor Company of Japan Hero Group of India. The partnership between Honda’s Manual’s to manufacture 100 CC Motor bike has been one of the most successful Indian joint Venture ever. HHML has brought to India a revolution on Two Wheeler by famous advertising campaign “Fill it-Shut It-Forget it “. Today 2 plants of HHML are located on Delhi- Jaipur highway”. According to Company, Media Reports, ICRA Hero Honda:- Hero Honda been adding 500-600 customer touch points every year and has doubled the count from 2,000 in March 2006 to 4,200 (includes around 800 dealers) in March 2010. To strengthen its presence in the rural markets, HHML had launched a dedicated rural vertical in 2007 - 08, which took several new marketing initiatives including launch of a national-level programmed to direct sales efforts in territories with a population of 5,000 and above. Management Punditz: Indian Two Wheeler Industries - 2011-2012:- Hero Moto Corp is now world’s largest manufacturer of two-wheelers. The company has benefited from the demand shift to motorcycles, as it focuses solely on this product segment (although has a product called Pleasure in Scooter segment). With fuel efficiency and riding comfort as the main selling points, HMC has been able to address a wide market and post robust sales growth even after its separation from the Japanese major Honda. Honda Motorcycle and Scooter India, Private Limited (HMSI) is the wholly owned Indian subsidiary of Honda Motor Company, Limited, Japan. Founded in 1999, it was the fourth Honda automotive venture in India, after Hero Honda, Kinetic Honda Motor Ltd and Honda Siel Cars India. The entry of Honda into the Indian market as HMSI began with the launch of the Honda Activa, a 100 cc scooter. A slightly modified trendier version of the Activa was soon launched, as the Honda Dio. Honda Eterno was launched thereafter to add to the portfolio of HMSI's scooters. The Honda Unicorn was the first motorcycle released by HMSI. The Honda Shine has since been released. 13
  14. 14. According to Sriram on LinkedIn.... Shoppers' Stop Ltd:- In 2000 from the initial investor India Book House Ltd. Sriram stepped...He curated the Kala Ghoda Literature Festival from 2005 to 2010.Past: AVP (Research Consulting) at Trans Graph Consulting Pvt. Ltd., Senior Analyst at. (Received 12 September 2009; accepted 23 Janaury2010). Abstract. The purpose of the...Key words: Customer Evaluation, Brand Image, Quality ... techniques are suggested in the literature to.....Hero Honda Motors Ltd (HHML), Bajaj. Auto Ltd (Bajaj Auto) and TVS Motor..... Loyalty and positive word-of-mouth. Nov 25, 2009 ... 13HeroCycles Limited Hero Honda Motors Limited hero Cold..... This has helped Hero Cycles develop immense brand loyalty and customer satisfaction. ....Hero Cycles was ranked 3rd amongst top Indian Companies Review2000.... 38 CHAPTER 339 Literature review Ball and Brown (1968) were the first... May 6, 2008 ... Customer loyalty has been universally recognized as a valuable asset.... Nearly30 years after loyalty first appeared in the academic literature ... Indica Xeta, Bajaj Pulsar, Hero Honda, CD 100 and gold coins..... Article: NETTINGLOYALTY Article from: Grocer Article date: October 07, 2000 is… Nov 30, 2008 ... Customer Value Exchange Loyalty (If Exchange not Applicable)....Songs, Review, Story, MP3, Download, Trailer, Wallpaper, Picture.... NII invites application for Ph.D. Programmed for the Academic Year 2009-2010.... Bajaj Auto Ltd, India's second-biggest motorcycle and Hero Honda was in the first in the market. Hero Honda contributes 50% motorcycles to the market. In it Honda holds 46% ... per cent lower than in the West, have grown at 25% a year between 2000to 2005. ... Environmental issues, web usage, lead management and customer loyalty. According to Davis :- To maximize the customer-brand relationship on review of the literature we see that family decision-making process has been. These trust levels are not only associated 14
  15. 15. with brand equity and band loyalty but also Hero Honda being the key player. Bajaj by far is the number one... We are very excited to launch Audire - the IIM ABC Consulting Review:- Joint effort of the.....off in other ways: the share of Hero Honda in ... dramatic shift in fortune from March 2000 when it..... Customer base of both the standards by lying out..... Entrepreneurship literature, it is clear that a key. Customer's impression regarding such products will enhance the tendency to shift ... because there salting brand loyalty lowers customers' sensitivity to price. ... Uses of a differentiation strategy are Hero Honda, HLL, in their 1999 Harvard Business Review article Creating New Market Space. 15
  16. 16. CHAPTER –– 3 INDUSTRY PROFILE 16
  17. 17. INDUSTRY PROFILE TWO WHEELERS INDUSTRY IN INDIA The two wheeler industry in India is one of the largest in the world and one of the fastest growing globally. India manufactures over 18 million vehicles including four wheeled vehicle every year. It is the world's second largest manufacturer of motorcycles, there are eight key players in the Indian market that produced 13.8 million units in the year 2010-11.At present the dominant products of the automobile industry are two wheelers with a market share of over 75%. The industry has attained a turnover of more than USD 35 billion provides direct and indirect employment to over 13 million people. Currently, India is the second largest producer of two-wheelers in the world. It stands next only to China and Japan in terms of the number of two wheelers produced and the sales of two-wheelers respectively. There are many two-wheeler manufacturers in India. The major players in the 2-wheeler industry are Hero ,Bajaj Auto Ltd (Bajaj Auto), TVS Motor Company Ltd (TVS) and Honda Motorcycle Scooter India, Private Limited (HMSI) accounting for over 93% of the sale in the domestic two wheeler market. It is noteworthy that motorbikes segment’s share is just below 80% of the total 2W market in India which is dominated by Hero a n d Honda with a market share of 59%. Scooter segment’s market share is about 18% which is led by Honda Motorcycle Scooter India, Private Limited (HMSI) with a market share of 43%. Three-fourth of the total exports in the two wheeler automobile industry is made in the motorcycle segment. Exports are made mainly to South East Asian and SAARC nations. The level of technology change in the Motor vehicle Industry has been high but, the rate of change in technology has been medium. Investment in the technology by the producers has been high. However, further investment in new technologies will help the players to be more competitive. Currently, India’s increasing per capita disposable income which is expected to rise by 106% by 2015 and growth in exports is playing a major role in the rise and competitiveness of the industry. The Indian two wheeler industry has come a long way since its humble 17
  18. 18. beginning in 1948 when Bajaj Auto started importing and selling Vespa scooters in India. Since then, the customer preferences have changed in favor of motorcycles and gearless scooters that score higher on technology, fuel economy and aesthetic appeal, at the expense of metal bodied geared scooters and mopeds. These changes in customer preference have had an impact on the fortunes of the lead manufacturers. The erstwhile leaders have either perished or have significantly lost market share, whereas new leaders have emerged. The two wheeler industry consists of three segments viz., scooters, motorcycles and mopeds. With an expanding market and entry of new players over the last few years, the Indian two wheeler industry is now approaching a stage of maturity. Previously, there were only a handful of two wheeler models available in the country. At present the dominant products of the automobile industry are Two Wheelers with a market share of over 75% and passenger cars with a market share of about 16%. Commercial vehicles and three wheelers share about 9% of the market between them. The industry has attained a turnover of more than USD 35 billion and provides direct and indirect employment to over 13 million people. The Indian two-wheeler industry has come a long way since its humble beginning in 1948 when Bajaj Auto started importing and selling Vespa Scooters in India. Since then, the customer preferences have changed in favor of motorcycles and gearless scooters that score higher on technology, fuel economy and aesthetic appeal, at the expense of metal-bodied geared scooters and mopeds. These changes in customer preferences have had an impact on the fortunes of the Players. The former leaders have either perished or have significantly lost market share, whereas new leaders have emerged. With an expanding market and entry of new players over the last few years, the Indian two wheeler industry is now approaching a stage of maturity. Previously, there were only a handful of two-wheeler 18 models available in the country. Consumers are very important for the survival of the Motor Vehicle manufacturing industry. In 2008-09, customer sentiment dropped, which burned on the augmentation in demand of cars. The key to success in the industry is to improve labor productivity, labor flexibility, and capital efficiency. Having quality
  19. 19. manpower, infrastructure improvements, and raw material availability also play a major role. Access to latest and most efficient technology and techniques will bring competitive advantage to the major players. Utilizing manufacturing plants to optimum level and understanding implications from the government policies are the essentials in the Automotive Industry of India. This report “A COMPARATIVE STUDY OF CUSTOMER SATISFACTION TOWARD PERFORMANCE OF HERO, TVS, and HONDA BAJAJ BIKES” gives insight of the industry encompassing its evolution in India, demand drivers, influence of supply side factors, commentary on industry players and competition and the trends in domestic sales and exports. The report also shows the oligopolistic nature of the Indian two wheeler industry and the propensity of the major players to increase their share. In this paper we assess the degree of imperfection in the two-wheeler industry by using Hirschman- Herfindahl Index (HHI). In a rapidly growing two wheeler industry, especially in developing economies like India, it is extremely important to analyze the state of competition to check whether a few firms may increase their dominance and also the implications of after sale services provided by the two wheeler firms to consumers. An important point also remains to look that why even after being the world’s largest two wheeler industry. 19
  20. 20. CHAPTER –– 4 COMPANY PROFILE 20
  21. 21. COMPANY PROFILE HONDA MOTORCYCLES AND SCOOTERS, INDIA PVT.LTD. The wholly owned subsidiary of Honda Motor Company, Japan, Honda Motorcycle Scooter India has amassed impressive numbers and credibility over the past decade with some very successful models like the Activa scooter and the Honda Shine 125cc motorcycle. HMSI is currently the third largest two-wheeler company in India and is steadily climbing up the ranks. And now with its third plant getting operational, the long wait for its products also seems to be dropping effectively. 21 1.1 Products • Twister
  22. 22. The Honda CB Twister is a motorcycle manufactured and marketed in India by the Honda subsidiary Honda Motor and Scooter India (HMSI). It was introduced in December 2009. It was given the most awarded motorcycle of the year in 2011. It is available in the Philippines as the Honda CB110, and in India as the CB Twister. 22 • CBR The Honda CBR models are a series of Honda sport bikes several of which (400RR, 600RR, 900RR, 929RR, 954RR and 1000RR) are marketed as race replicas, having the suffix RR after the engine size designation. With the exception of the single cylinder CBR125 and CBR150, all CBR motorbikes have inline engines (as compared to the V-twins in the VT, VTR and VF/VFR series). Less sporting models with inline engines make up the CB Series. • Honda Shine
  23. 23. The Honda Shine is a motorcycle developed by Honda Motorcycle Scooter India (HMSI). It was introduced in India in 2006. It is a 125 cc motorcycle. Honda claimed the Shine accelerated from 0 to 60 km/h (0 to 37 mph) in 5.30 seconds and had a top speed of 95–100 km/h (59–62 mph). 23 1.2 Product Offering • Exchange Offer • Free gifts 1.3 USP Extremely powerful engine and sporty design used in motorsports 1.4 Marketing Strategy The markets are different in terms of the way we reach out to them. As we are expecting Dream Yuga to generate good volumes from Tier II and Tier III towns, we need to work on both front end and back end. So we are working on what we call the 3C strategy at Honda. The first C is communication; we have to communicate in such a way that we are understood by customers belonging to Tier II and Tier III towns. We want to translate our global slogan ‘Power of Dreams’ into a language that is followed by the masses in India - ‘Sach kar denge sapne’ is being used in local languages as per the region. The second C is Connect; we have seen that that the Indian buyer has a very good balance of emotional and rational connect. He evaluates the product on looks and price, as well as emotional connect through messages and communication of the brand. That’s why we have roped in Akshay Kumar. We feel that he has very wide acceptability amongst the masses. We are also increasing our own network - from 1500 touchpoints last year, we want to take it to 2000 by the end of this fiscal year. The product is a mass segment product and it should be available closer to the masses. We are also increasing the reach of our regional offices; everywhere.
  24. 24. 24 HISTORY:- The history of the Honda brand is nothing more than the history of our challenges and achievements in creating values, invariably ahead of our time. It is also the history of the dreams of each of our associates that have come true and have been shared by people around the world. COMPETITORS:- 4.1- TVS MOTOR COMPANY The TVS group was established in 1911 by Shri. T. V. Sundaram Iyengar. As one of India’s largest industrial entities it epitomizes Trust, Value and Service. It all began way back in 1984 when Sundaram Clayton Limi ted (A TVS Group company) introduced its 50 CC mopeds in the arena of road racing, notching up unbelievable speeds of 105 kmph. Since then, there has been no looking back
  25. 25. for TVS Motor Company. TVS Racing was established in 1987 with the objective of improving the performance of its bikes. Over the years it has provided valuable data, design inputs, development of reliable motorcycle models, excellent vehicle dynamics handling etc. The true evidence of it is seen in today's TVS Victor and TVS Fiero. Today, there are over thirty companies in the TVS Group, employing more than 40,000 people worldwide and with a turnover in excess of USD 2.2 billion. With steady growth, expansion and diversification, TVS commands a strong presence in manufacturing of two-wheelers, auto components and computer peripherals. We also have vibrant businesses in the distribution of heavy commercial vehicles passenger cars, finance and insurance. TVS Motor Company Limited, the flagship company of the USD 2.2 billion TVS Group, is the third largest two-wheeler manufacturer in India and among the top ten 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, India's first two-seater moped that ushered in an era of affordable pe r sona l t r a nspor t a t i on. For the Indian Aut omobi l e s e ct or , i t wa s a breakthrough to be etched in history. TVS Motor Company is the first two-wheeler manufacturer in the world to be honored with the hallmark of Japanese Quality – The Deming Prize for Total Quality Management. MANY FIRSTS TO THE AUTOMOTIVE INDUSTRY IN INDIA TVS has been at the forefront in bringing a revolution in the way personal commutation was happening, way back in the 1980s. Beginning with launching a simple, easy-to-use moped for the middle class in India in the 1980s to launching 7 new bikes in a single day (first time in the history of the automotive industry in the world), TVS has often taken the unbeaten path to innovation. 25
  26. 26. Ushering in the personal transportation revolution 1980 Launched TVS 50, India's first 2 seater 50 cc moped 1984 First Indian company to introduce 100 cc Indo - Japanese motorcycles 26 1994 Launched India's First indigenous scooterette (sub - 100 cc variomatic) - 1996 Introduced India's first catalytic converter enabled motorcycle, the 110 cc 1997 Introduced India's first 5 speed motorcycle, Shaolin 2000 Launched India's first 150 cc, 4 stroke motorcycle - The Fiero 2001 Launched India's first fully indigenously designed and manufactured 2004 Launched the revolutionary VT-I engine for the best in class mileage in 2006 Launched TVS Apache - first bike to win 6 awards in a row 2007 Apache RTR - first two wheeler in India to have racing inspired engine and 2008 TVS Flame, TVS Scooty Electric Vehicle and Three-wheeler TVS King Launched. Table no. 4.1.1 Ushering in the personal transportation revolution TVS MOTORS LIMITED. TVS MOTOR
  27. 27. Type Private conglomerate (BSE) Founded In 1911 by shri. T. V. Sundaram Iyenger Headquarters Chennai, Tamilnadu, India. Table no. 4.1.2 Profile of TVS Motors limited 27 Key Mr. venu srinivasan chairman Products Motorcycle, mopeds, ungeared scooters, automotive components. Revenue USD 2.2 billion (FY 2006) Employees 5,633 (2007) Website www.tvsmotor.in
  28. 28. 4.2- BAJAJ AUTO TO LIMITED Bajaj Auto limited is on India apart from produci The company had started wheelers from outside, bu the country. By the year Bajaj scooters and moto milieu and over the yea India. Bajaj Auto als industries of Japan to world class quality The B drawing board of Kawasa limited includes Learning ne of the largest two wheeler manufacturing co ing two wheelers they also manufacture three ted way back in 1945. Initially it used to impo but from 1959 it started manufacturing of two w r 1970 Bajaj Auto had rolled out their 100,000t or cycles have become an integral part of t ars have come to represent the aspirations o lso has a technical tie up with Kawasa produce the latest motorcycles in India wh Bajaj Kawasaki eliminator has emerged straight aki heavy industries. The core brand values of B g, Innovation, Perfection, Speed and Transparen Bajaj Auto has three ma Chakan in Maharashtra, 2005-06. The sales are maintenance work shops anufacturing units in the country at Akurdi, W , western India, which produced 2,314,787 v re backed by a network of after sales se Bajaj Auto has produc wheeler market Bajaj CT level. Similarly Bajaj performance without ma all over the country. cts which cater to every segment of the In 100 Dlx offers a great value for money at aj Discover 125 offers the consumer aking a big hole in the pocket. 28 ompany in e wheelers. port the two wheelers in 00th vehicle. the Indian of modern aki heavy which are of ht out of the Bajaj Auto ncy. Waluj and vehicles in ervice and ndian two t the entry r a great
  29. 29. FOUNDER JAMUNALAL BAJAJ Year of Establishment 1926 Industry Automotive- Two Three Wheelers Business Group The Bajaj Group Listings its codes BSE – Code: 500490; NSE - Code: BAJAJAUTO Presence Distribution network covers 50 countries. Dominant presence in SriLanka, Bangladesh, Columbia, Guatemala, Peru, Egypt, Iran and Indonesia. Joint Venture Kawasaki Heavy Industries of Japan Akurdi Pune - 411035 India Tel.: +(91)-(20)-27472851 29 PROFILE:- Registered Head Office Table No. 4.2.1. Profile of Bajaj Auto Limited Works 1- Akurdi, Pune 411035 2- Bajaj Nagar, Waluj Aurangabad 431136 3- Chakan Industrial Area, Chakan, Pune E-mail rahulbajaj@bajajauto.co.in Website www.bajajauto.com
  30. 30. COMPANY'S HISTORY Bajaj Auto came into existence on November 29, 1945 as M/s Bachraj Trading Corporation Private Limited. It started off by selling imported two-and three- wheelers in India. In 1959, it obtained license from the Government of India to manufacture two- and three-wheelers and it went public in 1960. In 1970, it rolled out its 100,000th vehicle. In 1977, it managed to produce and sell 100,000 vehicles in a single financial year. In 1985, it started producing at Waluj in Aurangabad. In 1986, it managed to produce and sell 500,000 vehicles in a single financial year. In 1995, it rolled out its ten millionth vehicles and produced and sold 1 million vehicles in a year. 30 4.3- HERO MOTO CORP. About Us Hero Moto Corp Ltd. (Formerly Hero Honda Motors Ltd.) is the world's largest manufacturer of two - wheelers, based in India. In 2001, the company achieved the coveted position of being the largest two-wheeler manufacturing company in India and also, the 'World No.1' two-wheeler company in terms of unit volume sales in a calendar year. Hero Moto Corp Ltd. continues to maintain this position till date.
  31. 31. VISION The story of Hero Honda empowered India, powere identity, reflects its com with renewed focus on ex da began with a simple vision - the vision of a m ered by its two wheelers. Hero MotoCorp Ltd., co mmitment towards providing world class mobi expanding company's footprint in the global arena MISSION Hero MotoCorp’s missio needs and aspirations fo quality so that it convert provide an engaging env will continue its focus on sion is to become a global enterprise fulfilling i for mobility, setting benchmarks in technology erts its customers into its brand advocates.The c nvironment for its people to perform to their true value creation and enduring relationships with i 31 mobile and an company's new bility solutions na. g its customers' gy, styling and e company will rue potential. It h its partners.
  32. 32. STRATEGY Hero MotoCorp’s key s categories, explore gro operational efficiency, ag in brand building activitie strategies are to build a robust product por growth opportunities globally, continuously aggressively expand its reach to customers, conti ities and ensure customer and shareholder delight. BRAND The new Hero is rising a identity Hero MotoCorp mobility and technology brand identity will be ce leveraging its strong p activation. g and is poised to shine on the global arena. Co rp Ltd. is truly reflective of its vision to strengt y and creating global footprint. Building and pr central to all its initiatives, utilizing every opp presence across sports, entertainment and 32 ortfolio across improve its ntinue to invest ompany's new gthen focus on promoting new pportunity and d ground-level
  33. 33. MANUFACTURING Hero Moto Corp. two w manufacturing facilities. T located in the state of manufacturing plant is ba G wheelers are manufactured across 3 globally s. Two of these are based at Gurgaon and Dharuhe based at Haridwar, in the hill state of Uttrakhand. DISTRIBUTION The Company's growth in ability to increase reach extensive sales and servi These comprise a mix o dealer-appointed outlets a Haryana in northern India. The third an the two wheeler market in India is the result o h in new geographies and growth markets. Hero rvice network now spans over to 6000 customer of authorized dealerships, service spare parts s across the country. 33 y benchmarked uhera which are and the latest lt of an intrinsic ro MotoCorp’s er touch points. rts outlets, and
  34. 34. 34 History “Hero” is the brand name used by the Munjal brothers for their flagship company, Hero Cycles Ltd. A joint venture between the Hero Group and Honda Motor Company was established in 1984 as the Hero Honda Motors Limited at Dharuhera, India. Munjal family and Honda group both owned 26% stake in the Company. During the 1980s, the company introduced motorcycles that were popular in India for their fuel economy and low cost. A popular advertising campaign based on the slogan 'Fill it – Shut it – Forget it' that emphasized the motorcycle's fuel efficiency helped the company grow at a double-digit pace since inception. In 2001, the company became the largest two-wheeler manufacturing company in India and globally. It maintains global industry leadership till date. The technology in the bikes of Hero Moto.Corp (earlier Hero Honda) for almost 26 years (1984–2010) has come from the Japanese counterpart Honda. Hero Honda Motorcycles Limited is an Indian manufacturer of motorcycles and scooters. Hero Honda is a joint venture that began in 1984 between the Hero group of India and Honda from Japan. It has been the world's biggest manufacturer of 2- wheeled motorized vehicles since 2001, when it produced 1.3 million motorbikes in a single year. Hero Honda's Splendor is the world's largest selling motorcycle. Its 2 plants are in Dharuhera and Gurgaon, both in Haryana, India. It specializes in dual use motorcycles that are low powered but very fuel efficient. The company has sold over 47 million 2-wheelers since its inception in 1984 till March 2013. It sold 6.07 million 2-wheelers in 2012, out of which 5.5 million were motorcycles. Hero Moto.Corp sells more two wheelers than the second, third and fourth placed two-wheeler companies put together. Its most popular bike Hero Honda Splendor sells more than one million units per year. In 2013, Hero MotoCorp registered best ever calendar year performance of more than 6.1 million unit sales. By selling 6.25 million units in the month of October, it became the first-ever manufacturer to cross landmark 6 lakh unit sales in a month. In the last quarter of the year or say in the festive season, the company sold more than 1.6 million units, while in non festive time in April–May 2013; it managed to sell out quite good numbers of units- 1.1 million.
  35. 35. Termination of Honda joint venture:- In December 2010, the board of directors of the Hero Honda Group had decided to terminate the joint venture between Hero Group of India and Honda of Japan in a phased manner. The Hero Group would buy out the 26% stake of the Honda in JV Hero Honda. Under the joint venture Hero Group could not export to international markets (except Sri Lanka and Nepal) and the termination would mean that Hero Group can now export. Since the beginning, the Hero Group relied on their Japanese partner Honda for the technology in their bikes. So there are concerns that the Hero Group might not be able to sustain the performance of the joint venture alone. The Japanese auto major will exit the joint venture through a series of off market transactions by giving the Munjal family—that held a 26% stake in the company—an additional 26%. Honda, which also has an independent fully owned two-wheeler subsidiary—Honda Motorcycle and Scooter India (HMSI)—will exit Hero Honda at a discount and get over $1 billion for its stake. The discount will be between 30% and 50% to the current value of Honda's stake as per the price of the stock after the market closed on Wednesday. The rising differences between the two partners gradually emerged as an irritant. Differences had been brewing for a few years before the split over a variety of issues, ranging from Honda's reluctance to fully and freely share technology with Hero (despite a 10-year technology tie-up that expires in 2014) as well as Indian partner's uneasiness over high royalty payouts to the Japanese company. Another major irritant for Honda was the refusal of Hero Honda (mainly managed by the Munjal family) to merge the company's spare parts business with Honda's new fully owned subsidiary Honda Motorcycle and Scooter India (HMSI). As per the arrangement, it will be a two-leg deal. In the first part, the Munjal family, led by Brijmohan Lal Munjal group, will form an overseas-incorporated special purpose vehicle (SPV) to buy out Honda's entire stake, which will be backed by bridge loans. This SPV would eventually be thrown open for private equity participation and those in the fray include Warburg Pincus, Kohlberg Kravis Roberts (KKR), TPG, Bain Capital, and Carlyle Group. 35
  36. 36. Honda will continue to provide technology to Hero Honda motorbikes until 2014 for existing as well as future models. Formation of Hero Moto Corporation:- The name of the company was changed from Hero Honda Motors Limited to Hero Moto Corp Limited on July 29, 2011. The new brand identity and logo of Hero Moto Corp were developed by the British firm Olins. The logo was revealed on 9 August 2011 in London, to coincide with the third test match between England and India. Hero Moto Corp can now export to Latin America, Africa and West Asia. Hero is free to use any vendor for its components instead of just Honda-approved vendors. 36
  37. 37. CHAPTER –– 5 OBJECTIVE AND SCOPE OF THE STUDY 37
  38. 38. OBJECTIVES AND SCOPE OF THE STUDY Successful decision-making depends not on any principles but on the skill and judgments of the individuals. However skill and judgment by itself cannot lead to good decisions but are the inherent tools through which data collected or available can be converted into proper information thus for this purpose of having proper decision making it is very essential to collect relevant and accurate information. Hence to collect proper information certain objectives were set which would lead to the process of research in the designed direction based on the priority and need of the organization the objectives of the research were segregated in to primary and secondary objectives. OBJECTIVES OF PROJECT 1. To identify the customer satisfaction level towards the performance of bikes 2. To identify the factors which influence consumer decision making process. 3. To identify possible area of improvement in bike. 4. To identify the competitive position of various brands of two wheelers in 38 customers mind. SCOPE The project was based on the A COMPARATIVE STUDY OF CUSTOMER SATISFACTION TOWARD PERFORMANCE OF HERO, HONDA, TVS AND BAJAJ BIKES and data was collected from the Malegaon City. This shows the company’s performance and the customer’s satisfaction toward the company’s products. It also helps to know the customers demand and the expected services from the companies. The project also helps to know the reasons behind the reduction of sales of the company’s product. So it is important for customer as well as the company
  39. 39. CHAPTER –– 6 RESEARCH METHODOLOGY 39
  40. 40. RESEARCH METHODOLOGY 40 Introduction Research methodology is a way to systematically solve the research problem, as to how research is done scientifically. It consist of the different methods that generally adopted by researcher to study his research problem along with logic behind them. It is necessary for the researcher to develop certain tests. Marketing research specifies the information required to address these issues; designs the method for collection information manages and implements the data collection process; analysis the results and communication the findings and their implication. Research definition: “Research is careful inquiry or examination to discover new information and relationship and to expand and to verify exiting knowledge,” Research always starts with questions or a problem. Its purpose is to find answer to questions through the application of the scientific method. It is a systematic and intensive study directed towards a more complete knowledge of the subject studies. The following are the methods adopted for the projects: 1. The Research Design is made as per the requirements of the project. 2. For the secondary data collection, the information in the record of the company proved to be sufficient. 3. For the primary data collection, the researcher has preferred the survey method to the other methods. 4. In the survey method, the researcher chose to undertaken field work. This is because there is perception that in the geographical area in which he was to conduct the survey, better and quicker data was possible to be collected only through direct field work. 5. In the field work, instead of choosing any interviews or recorded
  41. 41. observation, the researcher chose to incorporate all the questions in from of a questionnaire. 41 RESEARCH DESIGN “Research design is the plan, structure and strategy of investigation conceived so as to obtain answer to research question and to control variance.” - BY KERLINGER The researcher after choosing the subject, company and the area to conduct his research, decided to establish the theme or the important factor upon which the entire project is to base. At the outset, the objectives of the project were identified. Thereupon, the conclusive research was undertaken upon consideration, the researcher chose the statistical design as it suited the project’s requirements. This method was warranted as he had decided to embark upon a survey and the analysis and interpretation of the findings of the surveys can only be done properly only if he chose the statistical design. RESEARCH PROBLEM:- To know the consumer buying behavior awareness about the HONDA bikes and in the minds of consumer in Malegaon city, because always consumer say something and does something. There are many companies manufacturing motorcycles into the market, at the same time as there are many companies manufacturing motorcycles, idea about thinking of customer on whether, what, how, and for whom to purchase the motorcycle. Therefore, research is required to measure present consumer buying behavior at the purchase of hero bike. So the researcher problem is to identify what are the criteria that prospective customer takes into consideration before buying the motorcycles. At the outset may be noted that there are several ways of studying and tackling a problem. There is no signal perfect design. The research design can be classified in to true broad categories:
  42. 42. 42 • Exploratory • Descriptive • Casual • Exploratory research is focus on the discovery of ideas. Exploratory research is carried out to define problems and developed hypothesis to test later. An exploratory study is generally based on the secondary data that are reading available. It does not have to change his focus of direction, depending on the availability of new ideas and relationship among variables. • Descriptive studies are undertaken in many circumstances. Descriptive studies can be complex, determining a high degree of scientific skill on the part of the researcher. • Casual research helps in determined cause and effect relationship. Between two or more variables. The present study seeks to find out the consumers preference towards performance of two wheelers bike. The study also aims at findings out the drawbacks of the marketing set up of HONDA’s two-wheeler bikes. So, this makes the study a descriptive one. SOURCE OF DATA The sources of data collection methods are as follows:- a) Primary data:- The primary data is that which details we collect first time from the market and also used first time in the research. We also say that the information is first time in the research decision. To collect the primary data questionnaire is prepared structure non-disguise questionnaire is prepared. Primary data:- Questionnaire
  43. 43. 43 b) Secondary data:- Secondary data are those data which are already collected by someone for some purpose and are available for the present study; secondary data are already collected by the company’s records and other library’s books. When the secondary data are sufficient, the researcher has to be satisfied with the primary sources of data. Secondary data can be used as bases for comparison with primary data have been collected by questionnaire. Secondary data: Magazines, Newspapers, Websites, Books, E-Journals. Primary data i.e. collected for the first time. It is fresh and originally collected by the survey. I have used only primary data in calculating the study and collect the data. DATA COLLECTION METHOD Sampling plan Sampling is a process of obtaining. The information about the entire population by examine a part of it .The effectiveness of the research depends on the sample size selected for the survey purpose. (A)Sampling Unit:- It means “Who is to be surveyed”. Here target population is decided and it is who are interested to purchase “Bike” and sampling frame is developed so that everyone in the target population has known chance of being sampled. So the survey is conducted particularly in MALEGAON City. (B)Sample size:- For the purpose of proper survey, there is need of perfect research instruments to find out sample size for more accurate result about buying preference of bike. These were 100 respondents.
  44. 44. 44 (C) Sampling Method:- A Stratified random sample is one where the population is divided in to mutually exhaustive strata or sub-group and then a simple random is selected within each of strata on age groups, occupation etc. It may be noted that stratification does not means absence of randomness. Here the researcher has used a simple random sampling method. Period of study The period of the study for this is two months i.e.15-May to 14-July. DATA COLLECTION INSTRUMENT RESEARCH INSTRUMENT:- Researcher instruments is the tool by which the researcher can do research on specific problems or objective. The most popular researcher instrument for collection data is “Questionnaire” for a particular investigation. It is simple for a moiled set of questions presented to respondents for their answers. Due to this flexibility, it is most common instrument used to collect the primary data. During the pre- testing of questionnaire, I seen the reaction of respondents and suggestions required to make change in research instrument. Data Collection :- The data will be collected from the respondents using questionnaire by personal interview. Data Analysis:- The data analysis will be divided in 2 parts. First part: will include descriptive statistics and Second part: will include inferential statistics.
  45. 45. THE QUESTIONNAIRE DESIGN: The questionnaire has been prepared on the following lines: • The questionnaire includes the entire relevant question so as to provoke and elicit the data from the respondents in a brief manner. • There are some open ended questions which are incorporated in the questionnaire. • The reason behind this is to get the subjective data which if otherwise put in the form of a close ended form would not elicit the answer in a proper form. • The questions were able to fully cover the themes concerned. Analysis of Data through statistical Tools 1. Simple percentage method 2. Correlation Analysis 3. CHI- Square Test 4. Pie diagram 5. Bar diagram SIMPLE PERCENTAGE METHOD:- Percentage refers to a special kind of ratio. Percentages are used in making comparison between two or more series of data. Percentages are used to describe relationships. Percentage can also be used to compare the relative terms, the distribution of two (or) more series of data. % of respondents = No. of respondents ÷ Total respondents × 100 ARITHMETIC MEAN:- Arithmetic mean, average, or mean is the sum of all items divided by the number of items. The weighted value mean is most frequently used in marketing research analysis. CHI- SQURE ANALYSIS:- Chi-square test is a non- parametric test. It is used most frequently by marketing researcher to test hypothesis. This is employed for testing hypothesis when distribution of population is not known and when nominal data is to be analyzed. 45
  46. 46. CORRELATION ANALYSIS:- Correlation analysis is the statistical technique that is used to describe not only the degree to which are variable is related to another, but also the direction the influence. The coefficient of correlation measures the mutual relationship between two variables. A simple correlation between two variables only and it is usually represented. The simple correlation indicted whether the change in one variable influences the change in the other variable. Not that the changes may likely to occur in both directions namely:- 1. The increase in one variable is accompanied by the proportionate increase in the other variable. 2. The increase in one variable causes the proportionate decrease in the other variable. In the first cast the variable are said to be positively correlated, while in the second case, the variable are said to be negatively correlated. BAR DIGAMS:- Bar diagram consist of bars running either horizontally or vertically with an individual bar for each observation. The individual bars have separate observations and magnitudes. They serve the purpose of showing the rate of change in continuous data. More than two series of data may be depicted by the use of bar diagrams. The positive and negative quantities also are demonstrated with bar diagram. PIE DIAGRAMS:- The pie diagram is presented in a circle dividing the chart in different components according to the need of the distinctive data. The slices of the circle are also noted with the name and their percentage share in the total circle of 360 degree. The questionnaire contains 3 types of questions. 46 1 Open-ended question:- It is helpful in knowing what is uppermost in the mind of the respondents. It gives complete freedom to the respondent.
  47. 47. 2 Dichotomous questions :- It has only two answers in form ‘yes’ or ‘n’, ‘true’ or ‘false’, ‘use’ or ‘do not use’. So the respondent is offered two or more choice 3 Multiple-choice question:- In this, the respondent is offered two or more choice. 47
  48. 48. CHAPTER –– 7 DATA ANALYSIS INTERPRETEATION 48
  49. 49. DATA ANAL ALYSIS INTERPRETA Q1) Which company’s tw two-wheeler bikes do you have? Com mpany Users HER RO 25 BAJA JAJ 25 HON NDA 25 TVS S 25 Tabl 30 20 10 0 ble no. 7.01 Owners of different bikes Respond ndent's Ownership of Different Bikes HERO Na Graph no.1 No. of Respondents o.Respondent's Ownership of Different Bikes INTERPRETATION: - As per the above 100 cu are preferred equally by customers, TVS 25 custo customers survey it is clear that all the four com the customers, i.e. HERO 25 customers, stomers, and BAJAJ 25 customer. 49 BAJAJ HONDA TVS Name of two-wheere companies ATION ompany’s bikes s, HONDA 25
  50. 50. Age Wise Interpre Age Hero 18-25 9 25-40 7 40-55 8 Above 55 1 Total 25 Gra 1 8 7 9 Hero Interpretation:- • Customers with age a 18-25 25-40 40-55 Above 55 respectively, while cu respectively • Most of the custome 9.while few customer are very less i.e. 7 3 • Most of the customer customers. While the Honda comparatively Age-Wise Users of Bikes TVS Honda Bajaj 50 retation ro TVS Honda 3 11 13 9 3 7 6 2 25 25 Table No. 7.02 Age-Wise Users of Bikes 6 3 13 3 2 7 9 11 raph No. 2 Age-Wise Users of Bikes 4 9 5 3 e above 55 prefer mostly TVS and BAJAJ bikes, customers for Hero and Honda are very less, i mers between age group 40-55 prefer BAJAJ ers prefer HERO i.e. 8, customers for HONDA A respectively. ers between the age group 25-40 prefer TVS Bi he customers between this age group for HERO, ly less i.e. 7, 5 and 9 respectively. Bajaj 3 5 9 4 25 s, i.e. 6 4 , i.e. 1 2 J bikes i.e. AND TVS Bikes i.e. 13 O, BAJAJ
  51. 51. • Most of the customer ers between the age group 18-25 prefer HONDA ERO BIKES i.e. 9 customers. While the customer and customers for Bajaj are too less i.e. 3. 11 customers and HER are quite low i.e. 3 an Q2) Which Models of tw two-wheeler bike do you have? Hero No. B A Bikes i.e. ers for TVS Bajaj No. TVS No. Hond Splendour+ 7 C nda No. CT 100 10 Flame 5 Activ CD Deluxe 8 D tiva 8 Discover 5 Star city 5 Drea Table no no. 7.03 Respondents using different models Respond ndents using different models of Hero Bikes Splendou dour+ CD Deluxe Passion Pro CBZ Other 20% Graph No. 3 R Passion Pro 5 pu CBZ 2 X Other 3 O eam ga Respondents using different models of Hero Bik 51 28% 32% 8% 12% Yuga pulsar 6 Apache 3 Shine XCD 3 Jive 3 Unico Other 1 Other 9 Othe ikes 5 ine 7 icorn 3 her 2
  52. 52. INTERPRETATION For Hero Bikes most o customers using Passion low. The reason behind C Res he ratio of the comparatively espondents using different models of Bajaj Bikes Graph No.4 Re INTERPRETATION In Bajaj the customers a models, because the mode Other 4% Discover 20% 52 N: - of the customers have CD Deluxe, while the on pro, Splendour +, CBZ and other bikes are c CD Deluxe being famous is its good mileage CT 100 40% XCD 12% pulsar 24% Respondents using different models of Bajaj Bi Bikes N: - are giving more preference to CT100, Pulsar a odels have good pickup and good mileage. r and Discover
  53. 53. 10 5 0 No. Of Respondents Respond ndents using different models of TVS Bikes Graph No.5 R Different Models of TVS Bikes Respondents using different models of TVS Bik INTERPRETATION In TVS Bikes the custom than Flame, Star city Jive 10 N:- mers are giving more preference to the other m ve and Apache. Responde 0 No. of Respondents dents using different models of Honda Bikes Different D Models of Honda Bikes Graph No. 6 Re Respondents using different models of Honda B Interpretation: - In H Activa and Shine models Honda Bikes the customers are giving more pref ls rather than Dream Yuga, Unicorn and Others 53 Bikes models rather Bikes ference to the
  54. 54. Q3) In which family Inc come level do you Fall? Incom ome level Respondents Belo low 2 lac. 10 20000 000-400000 49 40000 000-600000 31 Above ove 600000 10 Ta 50 40 30 20 10 0 No. Of People able no. 7.04 - Income level of respondents INTERPRETATION The maximum numbers o group of 200000-400000 customers whose income and the preference level f four wheelers’. Income Group Income Of people Graph No. 7 Income Level of Respondents 54 N: - s of customers that are using these bikes fall in the 400000-600000. While this ratio is minimum level fall below 200000 because they can’t affo l for such bikes lowers from 600000 above as th he income um in case of fford such bikes s they prefer
  55. 55. Q4) Since how long do y Yea 0-2ye 2-5 ye 5-7 ye Above 7 Table Custo ustomers Using Bikes Since... 0-2y 2year 2-5 year 5-7 year Above 7 year 26 26% Grap INTERPRETATION It is observed that mostly customers are attracted t using one bike for more th 29% 55 o you own a bike? ears Respondents year 34 year 29 year 26 e year 11 le No. 7.05 Customers using bikes since.. 34% 11% aph No. 8 Customers using bikes since… N: - y the customers are having new bikes. This is b towards new bikes with add on features do e than two years. because the o not prefer
  56. 56. Q5) For what purpose d do you use your Motor Bike? Hero Office purpose 6 Personal purpose 7 Educational Purpose 4 Joy purpose 5 Other 3 Total 25 12 10 8 6 4 2 0 Bajaj Honda TVS 3 3 8 12 8 2 4 6 8 2 2 2 4 6 5 25 25 25 Table No. 7.06 Usage of Bikes Usage Of Bikes Graph No. 9 Usage of Bikes 56 He Baj Ho TVS Score 20 29 22 11 18 100 Hero Bajaj Honda
  57. 57. 57 INTERPRETATION:- The customers are using their bikes mostly for official, educational and personal purpose. People preferring bikes for office purpose are seen highest in TVS, i.e. 8. People preferring bikes for personal purpose are seen highest in Bajaj, i.e. 12. People preferring bikes for joy purpose are seen highest in Hero, i.e. 5. People preferring bikes for educational purpose are seen highest in TVS, i.e. 8. People preferring bikes for other purpose are seen highest in Honda i.e. 6.
  58. 58. Q6) How do you came t Newspaper Television Internet Friends Relative Other Total to know about this Motor Bike? Table No. 7. Hero Bajaj Honda TVS 8 3 6 7 10 8 12 7 2 6 2 6 How did 15 10 5 0 Graph No. 1 INTERPRETATION bikes mostly comes from comes from internet and t customer get to know about bike? 58 3 7 4 1 2 1 1 4 25 25 25 25 . 7.07 How did customer get to know about bike Her Hero Baja Bajaj Hon Honda TVS . 10 How did customer get to know about bikes? N: - It is observed that the awareness of Hero, T om Television and Newspaper, while for Bajaj; t d television. Score 24 37 16 15 8 100 ke es? , TVS Honda the awareness
  59. 59. Q7) Does Advertisemen ANSWERS Can’t say t Influence your decision in choosing a Motor Table No. 7.08 I Influence of advertisement on customer’s deci Influenc enced by Advertisement or not? Graph No. 1 Yes No Yes No Can’t say . 11 Influence of advertisement on customer’s de INTERPRETATION N: - e size of 100 customers, 65 customers agree wi y a very significant role in influencing their b e other hand 19 customers do not agree to this f s are not sure about it. Out of the sample that advertisements play choose the bike. On the o remaining 16 customers a 59 65% 19% 16% RESPONDENTS 65 19 16 or bike? ecision decision with the fact behavior to s fact. While
  60. 60. Q8) Are you satisfied with the performance of the bike that you are currently having? ANSWERS RESPONDENTS Yes 59 No 34 Can’t say 07 Table no. 7.09 Customer Satisfaction Towards Performance of bikes Customer Satisfaction Towards performance of bikes Yes 59% No 34% Can’t say 7% Graph No. 12 Customer Satisfaction Towards Performance of bikes 60 INTERPRETATION:- Out of the sample size of 100 customers, 59 customers say that they are satisfied with the performance of their bikes. On the other hand 34 customers are not satisfied with the performance of the bikes that they are having, while the remaining 7 customers are unable to say anything.
  61. 61. Q9) Do you have full kn Hero nowledge about Bikes before buying? Yes 1 No 4 Can’t say 2 Table no. 7.10 Resp 25 20 15 10 5 0 Yes Bajaj Honda TVS spondents having knowledge about bikes before Graph No. 13 Respo Knowledge about bikes Hero Bajaj 15 7 3 Honda TVS spondents having knowledge about bikes before INTERPRETATION N:- hat most of the customers are having full knowle It is observed that bike before purchasing. 61 No Can’t say TV 19 16 21 8 1 1 3 ore buying re buying edge of the
  62. 62. Q10) Which Factor belo low Influence your decision? Hero Price 1 Mileage 8 Quality 2 Resale Value 12 Status symbol 2 o Bajaj TVS T Table No. 7.11 Influencing Factors of Bikes Grap 15 10 5 0 Price aph No. 14 Hero Bikes Influencing Factor INTERPRETATION value that it adds influenc 2 8 15 5 4 3 2 4 2 5 N: - In Hero bikes the mileage of the bike a ces the decision criteria of most of the customers 62 Mileage Quality Resale … Status … Hero Bikes Influencing Factor Honda 1 1 7 8 8 and the resale rs.
  63. 63. quality 16% Graph Bajaj Bike Influencing factor status symbol price 8% ph No. 15 Bajaj Bikes Influencing Factor INTERPRETATION In Bajaj bikes customers bike and also they think th N: - rs gets more influenced by the quality and mile k that it adds value to their prestige. Graph Gr No. 16 TVS Bikes influencing factor 8 Price INTERPRETATION influences the buying beh N: - In TVS bike the economic price of havior of the customers. 63 mileage 60% ality 6% resale 8% 8% Mileage Quality Resale Value Status Symbol 5 3 4 5 TVS Bikes Influencing Factor ileage of the f the bikes
  64. 64. Honda Bikes Influencing Factor price mileage Quality Resale Value Influencing Factors Graph No. 17 Honda Bikes Influencing Factor 64 9 8 7 6 5 4 3 2 1 0 No.of people influenced Interpretation: - Status Symbol In Honda Bikes, the factors that influence the consumer buying behavior are Quality, Resale Value and Status Symbol.
  65. 65. Q11) How will you rate your bike’s performance with respect to following attributes? AVERAGE POINTS FOR BAJAJ Mileage 1 3 0 1 Price 1 2 0 -2 Pick-up 2 0 1 3 Maintenance 2 0 -2 2 Look shape 3 -1 2 3 Brand Image 3 0 -1 3 65 Give the points as follows:- Worst Worse Bad Neutral Good Better Best -3 -2 -1 0 1 2 3 ATTRIBUTES AVERAGE POINTS FOR HERO AVERAGE POINTS FOR TVS AVERAGE POINTS FOR HONDA Table no. 7.12 Points Given By Customers for attributes of bikes
  66. 66. POINTS GIVE EN BY CUSTOMERS FOR ATTRIBUTES Graph No. 18 P 8 7 6 5 4 3 2 1 0 -1 -2 OF BIKES AVERAGE ASSOCIST FACTOR FOR HOND AVERAGE ASSOCIST FACTOR FOR TVS AVERAGE ASSOCIST FACTOR FOR BAJAJ AVERAGE ASSOCIST FACTOR FOR HERO ISTION DA ISTION ISTION AJ ISTION Points Given By Customers for attributes of b INTERPRETATION It is observed that in r maximum rating to the lo bikes. At the second lev Bikes. Most of the custom 66 N: - f bikes rating of different features of different bikes look shape, Brand Image and Pickup of the HOND evel they give their maximum rating to the mile omers are dissatisfied with their TVS bikes. es people give NDA HERO ileage of Bajaj
  67. 67. Q12) If new Bike with g your bike? good features comes in, then would you like to He ero 7 14 4 Gr 50 40 30 20 10 0 Yes Yes No Can’t say Bajaj TVS 10 13 12 7 3 5 Table No. 7.13 Bike Changing decision No Can’t raph No. 19 Bike Changing Decision INTERPRETATION bikes are not ready to cha features. While majority o new bike provides some g Honda 10 13 2 Honda TVS Bajaj Hero N: - It is observed that the customers of Hero, B ange their bikes even if a new bike comes in with of the customers of TVS are ready to change the good features to them. 67 say Bike Changing decision o change Bajaj Honda ith good eir bikes if
  68. 68. CHAPTER –– 8 OBSERVATIONS FROM THE STUDY 68
  69. 69. OBSERVATIONS FROM THE STUDY 69 OBSERVATIONS:- 1. The maximum numbers of customers that are using these bikes fall in the income group of 200000-400000 400000-600000. While this ratio is minimum in case of customers whose income level fall below 200000 because they can’t afford such bikes and the preference level for such bikes lowers from 600000 above as they prefer four wheelers. 2. Out of the sample size of 100 customers, 59 customers say that they are satisfied with the performance of their bikes. On the other hand 34 customers are not satisfied with the performance of the bikes that they are having. While the remaining 7 customers are unable to say anything. 3. In Hero bikes the mileage of the bike and the resale value that it adds influences the decision criteria of most of the customers. In Bajaj bikes customers gets more influenced by the quality and mileage of the bike and also they think that it adds value to their prestige. In TVS bike the economic price of the bikes influences the buying behavior of the customers. In Honda Bikes, the factors that influence the consumer buying behavior are Quality, Resale Value and Status Symbol. 4. It is observed that in rating of different features of different bikes people give maximum rating to the look shape, Brand Image and Pickup of the HONDA HERO bikes. At the second level they give their maximum rating to the mileage of Bajaj Bikes. Most of the customers are dissatisfied with their TVS bikes 5. It is observed that the customers of Hero, Bajaj Honda bikes are not ready to change their bikes even if a new bike comes in with good features. While majority of the customers of TVS are ready to change their bikes if new bike provides some good features to them
  70. 70. CHAPTER –– 9 CONCLUSIONS 70
  71. 71. CONCLUSIONS 1. Most of the Apache, Pulsar Shine are purchased by young generation 18 to 25 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, Bajaj and Honda is considered to be most fuel-efficient bikes on Indian roads. 3. Service Spare parts of Honda Bikes 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 2 years. 71
  72. 72. CHAPTER –– 10 SUGGESTIONS 72
  73. 73. SUGGESTIONS 1. Honda should introduce some more models having more engine power. 2. Honda should think about fuel efficiency in case of upper segment bikes. 3. More service centers should be opened for their Customers. 4. Maintenance cost and the availability of the spare parts should also be 73 given due importance. 5. They also introduce some good finance/discount schemes for students. 6. The price should be economic.
  74. 74. CHAPTER –– 11 REFERENCES 74
  75. 75. REFERENCES 75 Bibliography Kotler, Philip (1999) “Marketing Management” Millennium Edition, Prentice Hall, New York. Kothari, C (2005) “Research Methodology” New age publisher, New Delhi. Magazines Business Today and India Today Webliography: 1. www.heromotocorp.com 2. www.world.honda.com 3. www.bajajauto.com 4. www.extrememachines.com 5. www.tvsmotors.in 6. www.honda2wheelersindia.com 7. www.business-standard.com
  76. 76. QUESTIONNAIRE “A comparative study on customer satisfaction towards performance of Hero, Bajaj, Honda TVS Bikes” 76 I. Personal data:- 1. Name Contact no: - ____________________________________________________________ 2. Gender: M F 3. Age Group : (A)18 to 25 (B)25 to 40 (C) 40 to 55 (D) Above 55 4. Occupation : Businessman Govt. Employee Private Employee Student Retired Farmer 5. Annual income : Below 2,00,000 2,00,000-4,00,000 4, 00,000-6, 00,000 Above 6, 00,000 II. Consumer attitude performance:- 1. Which company’s two wheelers bike do you have? HERO BAJAJ HONDA TVS 2. Which models of two wheelers bike do you have? HERO: - Splendour+ CD Deluxe Passion Pro CBZ Other BAJAJ: - CT 100 Discover Pulsar XCD Other HONDA: - Activa Dream Yuga Shine Unicorn Other TVS: - Flame Apache Star city Jive Other 3. For how long do you own a bike? 0 year – 2 year 2 year – 5 year 5 year – 7 year Above 7 year
  77. 77. 4. Since do you came to know about these two wheeler bike? Newspaper Television Internet Friends / family other 5. For what purpose do you use these two wheelers bike? Office work personal Enjoyment Education Other 6. Which source did you use to purchase a these two wheelers bike? Cash Bank loan Friend / Relative Instalments 7. How will you rate your bike’s performance with respect to following attributes:- 77 Give the points as follows:- Worst Worse Bad Neutral Good Better Best -3 -2 -1 0 1 2 3 ATTRIBUTES POINTS A Mileage B Price C Pick-up D Maintenance E Look / shape F Brand image 8. Give the proper rank from 1 to 4 for the below given different two-wheeler companies of bikes for choice preference as per your views? (A)HERO_____ (B) BAJAJ _____ (C) HONDA_____ (D) TVS_____ 9. If new bike with good features come in, then would you like to change your bikes? Yes No can’t say
  78. 78. 10. From the following factors given below, tick the foremost important factor which influenced your decision while purchasing a bike? Price mileage Quality Resale value Status 11. Does advertisement influence your decision in choosing a motor bike? 78 Yes No Can’t say 12. Which company’s bikes you will suggest others to buy? HERO BAJAJ HONDA TVS 13. For the following criteria answer these question based upon your experience about these two wheeler bikes. Tick the most appropriate answer as per your views in the block. Strongly Agree Agree Natural Disagree Strongly Disagree A Satisfied with the performance of the bike B Knowledge about bike before buying. C The dealers are customer friendly. D Dealer service is helpful at time to purchase a bike. E Satisfied with the dealer service after purchase a these two wheeler.

×