1. 1
A
COMPREHENSIVE PROJECT REPORT
ON
“A STUDY ON CUSTOMER SATISFACTION TOWARDS HONDA ACTIVA”
SUBMITTED TO
PARUL INSTITUDE OF MANAGEMENT AND RESEARCH
IN PARTIAL FULFILLMENT OF THE
REQUIREMENT OF THE AWARD FOR THE DEGREE OF
MASTER OF BUSINESS ADMINISTRATION
In
GUJARAT TECHNOLOGICAL UNIVERSITY
UNDER THE GUIDANCE OF
PROF. SWAPNEEL TANK
SUBMITTED BY:
RANPARIYA HARDIK B. (137110592186)
CHAUHAN VIKRAM R. (137110592026)
MBA SEMESTER III
PARUL INSTITUDE OF MANAGEMENT AND RESEARCH
MBA PROGRAMME
AFFILIATED TO GUJARAT TECHNOLOGICAL UNIVERSITY
AHMADABAD
DECEMBER - 2014
2. 2
COMPANY CERTIFICATE
“This is certified that Mr. Hardik Ranpariya (137110592186) and Mr. Vikram
Chauhan (137110592026) from Parul institute of management and research,
have Activaried out the research on the subject titled “A STUDY ON
CUSTOMER SATISFACTION TOWARDS HONDA ACTIVA” at this company
under the supervision of Mitesh Zalavadiya from October to November I also
certify that, the above mentioned students have Activaried the research work
satisfactory.
3. 3
STUDENTS’ DECLARATION
We, Hardik Ranpariya and Vikram Chauhan, hereby declare that the
report for Comprehensive Project entitled “A STUDY ON CUSTOMER
SATISFACTION TOWARDS HONDA ACTIVA” is a result of our own work
and our indebtedness to other work publications, references, if any, have
been duly acknowledged.
Place : (Signature)
Date : (Name of Student)
4. 4
INSTITUTE’S CERTIFICATE
“Certified that this Comprehensive Project Report Titled “A STUDY ON
CUSTOMER SATISFACTION TOWARDS HONDA ACTIVA” is the bonafide
work of Mr. Hardik Ranpariya (137110592186) and Mr. Vikram Chauhan
(137110592026), who Activaried out the research under my supervision. I
also certify further, that to the best of my knowledge the work reported herein
does not form part of any other project report or dissertation on the basis of
which a degree or award was conferred on an earlier occasion on this or any
other candidate.
(Signature of the Faculty Guide)
(Name and Designation of Guide)
5. 5
PREFACE
Today we are at the doorstep of 21st century; competition at various
levels is increasing day by day. New and new developments are taking
place these days in all fields all over India to make the life of the people
more comfortable and luxurious.
Thus in order to survive in market one should have practical as well as
theoretical knowledge about all different fields existing I market.
MBA education brings its students in direct contact with the real
corporate world through industrial training. The MBA program provides its
students with an in depth study of various managerial activities that are
performed in any organization.
6. 6
ACKNOWLEDGEMENT
Firstly, we would like to thank the almighty GOD, who bestowed upon
us this opportunity for working on this project and generated the capacity to
successfully complete the project.
We are extremely indebted to our project mentor Prof. Swapneel Tank
for her valuable suggestions and guidance, which ensured an in-depth
learning and understanding of the concepts. Her inputs from past experiences
and practical interpretation of the problem helped us a lot in comprehending
the requirements of the project. This ensured great learning for us. She was
always helpful enough & was always able to take out some time off his busy
schedule to guide us in this project. Lastly, we say we are lucky enough that
we trained under her!
We would also like to extend our thanks to all the respondents who spared
their valuable time and helped us in filling up the questionnaire by providing
the needed information. Lastly, we would like to thanks all of those who have
helped to furnish this research successfully.
Lastly, we would like to thank our parents for their moral support and our
friends with whom we shared our day-to-day experience and received lots of
suggestions that improved my quality of work.
7. 7
TABLE OF CONTENTS
SR. No. PARTICULARS PAGE NO.
PART – I GENERAL INFORMATION
1 About the Company
Overview of World Market
Overview of Indian Market
Growth of the Company
8
9
10
11
2 About major Companies in the Industry 12
3 Product Profile 13
PART – II PRIMARY STUDY
4 Introduction of the Study
4.1 Literature Review
4.2 Background of the Study
4.3 Problem Statement of the Study
4.4 Objectives of the Study
4.5 Hypothesis
14
15
16
19
20
21
5 Research Methodology
5.1 Research Design
5.2 Sources of Data
5.3 Data Collection Method
5.4 Population
5.5 Sampling Method
5.6 Sampling Frame
5.7 Data Collection Instrument
23
23
24
24
24
25
25
6 Data analysis and interpretation
7 Result and finding 26
8 Limitation of the study
Conclusion
Annexure
Bibliography
8. 8
ABOUT THE COMPANY
Honda has been the world's largest motorcycle manufacturer since
1959, as well as the world's largest manufacturer of internal combustion
engines measured by volume, producing more than 14 million internal
combustion engines each year. Honda surpassed Nissan in 2001 to become
the second-largest Japanese automobile manufacturer. As of August 2008,
Honda surpassed Chrysler as the fourth largest automobile manufacturer in
the United States. Honda is the sixth largest automobile manufacturer in the
world.
Honda was the first Japanese automobile manufacturer to release a
dedicated luxury brand, Acura, in 1986. Aside from their core automobile and
motorcycle businesses, Honda also manufactures garden equipment, marine
engines, personal watercraft and power generators, amongst others. Since
1986, Honda has been involved with artificial intelligence/robotics research
and released their ASIM Orobot in 2000. They have also ventured into
aerospace with the establishment of GE Honda Aero Engines in 2004 and
the Honda HA-420 HondaJet, scheduled to be released in 2011. Honda
spends about 5% of its revenues into R&D.
9. 9
OVERVIEW OF WORLD MARKET
Honda is the largest motorcycle manufacturer in Japan and has been
since it started production in 1955. At its peak in 1982, Honda manufactured
almost three million motorcycles annually. By 2006 this figure had reduced to
around 550,000 but was still higher than its three domestic competitors.
During the 1960s, when it was a small manufacturer, Honda broke out of the
Japanese motorcycle market and began exporting to the U.S. Working with
the advertising agency Grey Advertising, Honda created an innovative
marketing campaign, using the slogan "You meet the nicest people on a
Honda." In contrast to the prevailing negative stereotypes of motorcyclists in
America as tough, antisocial rebels, this campaign suggested that Honda
motorcycles were made for the everyman. The campaign was hugely
successful; the ads ran for three years, and by the end of 1963 alone, Honda
had sold 90,000 motorcycles.
Taking Honda's story as an archetype of the smaller manufacturer
entering a new market already occupied by highly dominant competitors, the
story of their market entry, and their subsequent huge success in the U.S. and
around the world, has been the subject of some academic controversy.
Competing explanations have been advanced to explain Honda's strategy and
the reasons for their success.
The first of these explanations was put forward when, in 1975, Boston
Consulting Group (BCG) was commissioned by the UK government to write a
report explaining why and how the British motorcycle industry had been out-
competed by its Japanese competitors. The report concluded that the
Japanese firms, including Honda, had sought a very high scale of production
(they had made a large number of motorbikes) in order to benefit from
economies of scale and learning curve effects. It blamed the decline of the
British motorcycle industry on the failure of British managers to invest enough
in their businesses to profit from economies of scale and scope.
10. 10
OVERVIEW OF INDIAN MARKET
Honda Motor Corp Ltd. India Limited has recently introduced its first
ever MPV model, Mobile for the Indian automobile market. It has introduced
the vehicle in three trim levels with both petrol and diesel engine options. At
the same time, it also rolled out the RS variant that is available with a diesel
engine option only. However, it has stated that the deliveries of this sportier
version will begin from the coming month.
Now, it has also introduced V Option and RS Option variants in its
series with a few additional features. These aspects include Audio Video
Navigation system featuring 15.7cm touch screen display, rear parking
camera and woody interior panels. The petrol variants are powered by a 1.5-
litre, i-VTEC engine, which is capable of producing 118bhp in combination
with peak torque of 145Nm. On the other hand, the diesel version is equipped
with a fuel efficient 1.5-litre, i-DTEC motor that belts out a peak power of
98.6bhp, while generating 200Nm. This motor can produce an impressive
mileage of 24.2 Kmpl.
This vehicle is also blessed with crucial safety aspects like airbags for
front passengers, pedestrian injury mitigation technology and ACE (Advanced
Compatibility Engineering). The Activa maker is offering the anti-lock braking
system with electronic brake force distribution as standard for all the diesel
variants.
11. 11
GROWTH OF THE COMPANY
Over the next five years, the analysts that follow this company are
expecting it to grow earnings at an average annual rate of 10.87%. This
year, analysts are forecasting earnings decrease of -5.45% over last year.
Analysts expect earnings growth next year of 17.29% over this year's
forecasted earnings.
Honda Activa has once again topped the sales charts in the Indian two
wheeler industry, achieving highest sales for the third time in the last
eleven months amongst all two wheelers in the country.
In July 2014, Honda Activa sold 1,91,883 units and achieved year-on-year
growth of 64 per cent from July 2013 to July 2014. This is commendable,
and quite a task to outsell market leader Hero MotoCorp’s Splendor
motorcycle, which has been the favourite and highest selling two wheeler
for many years.
12. 12
ABOUT MAJOR COMPANIES IN THE INDUSTRY
The Two Wheelers Manufacturers in India, at present are doing good
business. The growth of the two wheelers sector was noteworthy in the past
few years. In the period 2006 - 07 the total number of the two wheelers and
three wheelers produced in India, were around 9 million. The sales pertaining
to two wheelers in the period 2006 - 07 was 7,857,548, which was a growth of
11.41 %. In the same period the motorcycle exports from India was 321,321
units.
TWO WHEELER MANUFACTURER :
TVS Motor Company
Honda Motors Ltd.
Royal Enfield Motors India Ltd.
YAMAHA Motor India Pvt. Ltd.
Bajaj Auto Ltd.
Suzuki Motor Corporation
LML (India) Ltd.
Kinetic Motor Co. Ltd.
Hero Motor Corp Pvt. Ltd.
13. 13
PRODUCT PROFILE
Name : Honda Activa
Manufacturer : Honda Motorcycle and Scooter India
Production : 2001-Present
Engine : 102 cc 4-stroke, single-cylinder, air-cooled
Power : 7 bhp (5.2 kW) or 8 bhp (5.71 KW) in 2009 mode
Brakes : rum, 130mm (front & rear) with CBS
Wheelbase : 1,238 mm
Dimensions : L: 1,761 mm, W: 710 mm, H: 1,147 mm
Seat height : 765 mm
Fuel capacity : 5.75 l or 5.3 l in 2009 model
14. 14
INTRODUCTION OF THE STUDY
The two wheeler industry has been going steadily over the years all
over the world. India is not an exception for that. Today India is the second
largest manufactures of two wheelers in the world. It stands next only to
Japan and China in terms of number of two wheelers produced and sold. Until
1990 geared scooters dominated the two wheelers market so much so that
their sales equalled the combined sales of Motor cycles and Mopeds.
Today the customer preferences have shifted from geared scooters to
motorcycles and also to an extent to the premium end scooters. With rising
fuel cost and more recently stringent emission norms imposed by the
government, there is a distinct consumer preference for high efficiency. The
Honda story is the story of one man, Soichiro Honda, and his unparalleled
achievement of bringing motor cycles to the masses. Soichiro Honda was a
racer, a businessman, and a manufacturer.
But most of all he was a dreamer. He dreamed of a better way of
making piston rings, founded a small company, and began production. He
dreamed of giving people everywhere an economical form of transportation,
and began producing small motorcycles, including one built in 1949 called the
D-Type Dream.
He also loved racing too. So his company built bigger and faster
machines, two, four, five and six-cylinder race bikes and won the Isle of Man.
Honda Motor Company is by far the world's biggest motorcycle maker.
Honda's first motorcycle was born out of necessity in immediate post World
War II Japan, where public transportation was desperately overcrowded and
gasoline severely restricted. Unique practices create unique organizations.
15. 15
4.1 LITERATURE REVIEW
Automobile Industry
Brijesh Kumar (2011)
Honda Motors Ltd, is running a program called Good life Passport to
Relationship Reward, with an objective to create an innovative environment
for interaction between Hero Honda and its customers. Members of this
program are given a magnetic card in which all information is stored and this
card is swiped when using any service at a showroom or workshop and it
works like a loyalty benefit card.
Abhijeet Singh (2011)
Honda Motor uses a customer relationship management and dealer
management system which integrates one of the largest applications in the
automobile industry, linking more than 1200 dealers across India. CRM DOS
has helped Honda Motors to improve its inventory management, tax
calculation and pricing. This system has also proved to be beneficial to
dealers because it has reduced their working capital cost.
Arvind Saxena (2010)
Director and Board member (marketing and sales), Honda Motor India
(HMIL) “No company in automobile sector can fight competition on price.
Companies need to have the right product, distribution, CRM and after sales
service network to grow. Biswajit Mahanty and Virupaxi Bagodi (2006)
16. 16
Biswajit Mahanty and Virupaxi Bagodi (2007).
Honda Motor wants to be number one in the Indian market and the company
wanted 30% of Honda’s global sales to come from Indian operations by 2020.
HMSI have had issues related to production in the past with most of its
models having the longest waiting period in the country, this reduced in
Honda’s penetration in the rural market, which is less than a third of Hero
Moto Corp.
Biswajit Mahanty and Virupaxi Bagodi (2007)
More than 55 million two-wheelers are moving on Indian roads. Accordingly,
two-wheeler service sector should have generated revenue amounting to INR
100,000 million per year, but in reality, this has not been realised in the
organised service sector, the Indian two-wheeler service industry has not
considered servicing as a line of business and providing conveniently reliable
services is most important in two-wheeler services in India to capture the
market.
Gordon Fullerton (2006),
“Putting relationship in CRM”, that JEEP, a division of Daimler Chrysler
Automobile Company, has served a classic example of CRM program that
provides a considerable value to both the customers and the firm by
developing a program exclusively for jeep owners and fostered a community
that is highly effectively committed to the product, the brand and the
customers.
Kevin Keller (2012)
Caterpillar has become a leading firm by maximizing the total customer value
with the help of effective CRM , best after sales service in the industry and
better trained dealer. This allows the firm to command a premium price of
10% to 20% higher than competitors such as Volvo, Komatsu etc.
17. 17
Milind Bade (2011)
GM-Marketing, Bajaj Auto, has mentioned that Bajaj Auto Limited is currently
trying to move the industry from a commuter to a biker mindset and at present
the focus of the company is on keeping the sub brands and the mother brand
different and the main motive behind establishing individual brand is to create
differentiation which would help Bajaj auto, as an organization to develop
relationship easily with its customers.
Mona J Fitzsimmons (2010)
Has concluded that the profitability of automobile manufacturers depends on
exploiting value added services for instance automobile manufacturers have
discovered that financing and after sales service can achieve significant
profits.
Oyama (2012)
Honda Motor wants to be number one in the Indian market and the company
wanted 30% of Honda’s global sales to come from Indian operations by 2020.
HMSI have had issues related to production in the past with most of its
models having the longest waiting period in the country, this reduced in
Honda’s penetration in the rural market, which is less than a third of Hero
Moto Corp.
Philip Kotler (2012)
Harley – Davidson dealers ranging from the CEO to the sales staff, maintain
personalized relationships with customers through face to face and social
media contact. Knowing customers as individuals and conducting ongoing
research to keep up with their changing expectations and experiences which
helps Harley – Davidson to define their customers’ needs better.
18. 18
4.2 BACKGROUND OF THE STUDY
With diminishing finances, it is rarely possible for a library or
information center to have enough resources to fulfill the needs of its clients.
What is being delivered is only a portion of what their clients actually need
(Ramos & Mohd Ali, 2005). Collaboration is widely recognized as the best
way for libraries to cope with the ever increasing challenges: volume of
information resources; nature and quality of information; user needs and
expectations; information and communication technology competencies and
infrastructure; inflated cost of information resources; and staffing needs.
However, although these challenges have continued to prevail, libraries
working under collaborative initiatives like the Consortium of Academic and
Research Libraries in Illinois (CARLI) have registered tremendous success
I contend that lack of funding to facilitate consortium activities is not the
central factor in the failed progress of the planned consortium activities in
Uganda, rather it is the lack of committed leadership and cooperation among
participating libraries that is responsible for the lack of progress. In any kind of
organization or cooperation like a library consortium, funding has never been
enough due to ever changing technologies and continuous demands from
library patrons. However, good leadership and cooperation among
membership plays a bigger role in achieving a common goal. Having and
working towards a common goal, under dedicated, dynamic and faithful
leadership with an active and energetic membership plays a great role in the
success of a consortium.
To assist in the possible improvement of consortium operations in
Uganda, I need to understand the leadership, responsibility, staffing,
collection, policies and procedures, funding and structure of academic
libraries in the participating membership of CARLI in comparison with those of
Uganda. My research has incorporated interviews with CARLI staff and a
questionnaire survey to all the participating CARLI membership.
19. 19
4.3 PROBLEM STATEMENT OF THE STUDY
The objecti ve of every company would be ensuri ng
customer sati sfacti on for the customer satisfaction would
create loyal customers. Measuring customer satisfaction is always
a challenge, as customer either would not disclose or sometimes
do not assess their satisfaction level clearly. Many times the customer can
not specify the reasons for his satisfaction.
Developed countries have registered tremendous success stories
compared to less developed countries; failure in developing countries has
been attributed to poor funding without looking at other factors like committed
leadership and cooperative membership.
One of the important things I have learned all through the time I have
worked at Makerere University Library’s outreach programme in partnership
with CUUL as Deputy Country Coordinator for E-resources, on top of other
significant institutional challenges among African universities, a committed
leadership and membership was noticed as still lacking among CUUL
membership. While there are already tangible successes registered by CUUL,
still much has not been achieved, like spearheading resource sharing as one
of its objectives since inception.
20. 20
4.4 OBJECTIVES OF THE STUDY
To know about the Honda company.
To know about its Promotional activities.
It’s Market Position.
Honda’s level of customer satisfaction.
Its history and the company profile.
Cost saving initiatives.
The main objective of the study is to find out the level of satisfaction
among the internal customers.
To know the present status of the suppliers in terms of their supplied
material & services.
To collect and evaluate ideas/views and expectations of the internal
customers for the improvement in suppliers performance.
To make company's internal suppliers aware about the dissatisfaction
part of their customers.
To find out the most prominent area of dissatisfaction.
To enhanced the communication & co-operation between the internal
suppliers and their customers.
21. 21
4.5 HYPOTHESIS
A hypothesis consists either of a suggested explanation for an
observable phenomenon or of a reasoned proposal predicting a possible
causal correlation among multiple phenomena. The term derives from the
Greek, hyposthenia meaning "to put under" or "to suppose." The scientific
method requires that one can test a scientific hypothesis. Scientists generally
base such hypotheses on previous observations or on extensions of scientific
theories. Even though the words "hypothesis" and "theory" are often used
synonymously in common and informal usage, a scientific hypothesis is not
the same as a scientific theory.
Hypothesis may be defined as a proposition or a set of proposition set
forth as an explanation for the occurrence of some specified group of
phenomenon either asserted merely as a provisional conjecture to guide
some investigation or accepted as highly probable in the light of established
facts. Quite often a research hypothesis is a predictive statement, capable of
being tested by scientific methods, that relates an independent variable to
some dependent variable.
22. 22
NULL HYPOTHESIS
A null hypothesis is a hypothesis (within the context of statistical
hypothesis testing) that might be falsified on the basis of observed data. The
null hypothesis typically proposes a general or default position, such as that
there is no relationship between two quantities, or that there is no difference
between a treatment and the control. The term was originally coined by
English geneticist and statistician Ronald Fisher.
The null hypothesis (often denoted by H0) formally describes some
aspect of the statistical "behavior" of a set of data. The Null Hypothesis is of
this project report is that customers are highly satisfied.
ALTERNATE HYPOTHESIS
Alternative hypothesis is the "hypothesis that the restriction or set of
restrictions to be tested does NOT hold." often denoted H1. Synonym for
'maintained hypothesis.' The Alternate Hypothesis of this project report is that
customers are not satisfied.
23. 23
5. RESEARCH METHODOLOGY
The quality and reliability of research study is dependent on the
information collected in a scientific and methodological manner. Scientific
planning of designing of research method is a blue print for any research
study. Therefore, proper time and attention should be given in designing the
plan of research. While proper definition of problem tells the researcher where
he has to go, proper design tells him how he should go. Selection of
methodology for a particular project is made easy by sorting out a number of
alternative approaches, each of them having its own advantage and
disadvantages. Efficient design is that which ensure that the relevant data are
collected accurately.
The researcher has to think about what procedure and techniques
should be adopted in the study. He should arrive at the final choice by seeing
that the methodology chosen for project is indeed the best one, when
compared with others.
5.1 RESEARCH DESIGN
Research design is the first and foremost step in methodology adopted
and undertaking research study. It is overall plan for the collection and
analysis of data in the research project. Thus it is an organized, systematic
approach to be the formulation, implementation and control of research
project.
Infect a well planned and well balanced research design guards against
collection of irrelevant data and achieves the result in the best possible way.
24. 24
5.2 SOURCES OF DATA
A. Primary Data : Data which are collected fresh and for the first time and
thus happens to be original in character. Primary data are gathered for
specific purpose.
B. Secondary Data : Data that collected from primary data i.e., they are
already exit somewhere. For the purpose of our study we collected both
the data.
5.3 DATA COLLECTION METHOD
Data are the bricks with which the researcher has to make a house.
While the quality of research findings depend on data, the adequacy of
appropriate data in turn depends upon proper method of data collection. A
number of methods are at the disposal of the researcher of which one has to
select the most appropriate one for visualizing the research objective. Thus he
has to see that the method adopted is compatible with the resources and
research study.
5.4 POPULATION
Population : 5000
Sample Size : 100
Sample Unit : Customer Of Honda Activa
25. 25
5.5 SAMPLING METHOD
A. RANDOM SAMPLING METHOD
Random sample is a subset of individuals (a sample) chosen
from a larger set (a population). Each individual is
chosen randomly and entirely by chance, such that each individual has
the same probability of being chosen at any stage during the sampling
process, and each subset of k individuals has the same probability of
being chosen for the sample as any other subset of k individual
B. NON-RANDOM SAMPLING
The types of methods described so far have all been random.
That is, every item in a population has a known chance of being
included in a sample. NOT ALL OUTCOMES HAVE A KNOWN
CHANCE OF OCCURRING OR IF SOME OUTCOMES HAVE A ZERO
CHANCE OF OCCURRING. Non-random sampling is useful when
descriptive comments about the sample itself are desired.
5.6 SAMPLING FRAME
The list of sampling units from which sample is taken is called sampling
frame.
5.7 DATA COLLECTION INSTUMENT:
26. 26
6. DATA ANALYSIS AND INTERPRETATION
Q.1 How long has you been associated with HONDA
Motors...?
1. From 1 year 10%
2. From 1 – 3 years 40%
3. From 3 – 5 years 20%
4. From 5 – 7 years 20%
5. Above 7 years 10%
10% are people associate of 1 year, 40% people are associated
with 1-3 year, 20% people are associated with 3-5 year, 20%
people are associated with 5-7 year and 10% people are
associated with above 7 years.
10%
40%
20%
20%
10%
From 1 year
From 1 – 3 years
From 3 – 5 years
From 5 – 7 years
Above 7 years
27. 27
Q. 2 how would you rate HONDA motors on the following parameter…?
Agree 50%
Strongly Agree 20%
Disagree 20%
Strongly disagree 10%
10% people are Strongly agree with parameter, 50% people are agree with
parameter, 20% people are disagree with parameter, 20% people are strongly
disagree with the parameters.
20%
50%
20%
10%
Strongly disagree
Agree
Disagree
Strongly Agree
28. 28
Q.3 What is your overall opinion about HONDA Motors?
1.Very Bad 05%
2.Neither Bad Nor Good 10%
3.Good 35%
4.Very Good 50%
05% people are said that very bad, 10% people are said that neither bad nor
good, 35% people are said that good and 50% people are said that Very
good.
5%
10%
35%
50% Very Bad
Neither Bad Nor Good
Good
Very Good
29. 29
Q.4 How likely would you recommend HONDA Motors?
1.Very Unlikely 20%
2.Likely 35%
3.Very Likely 45%
20% people are very unlikely, 35% people are likely and 45% people are very
likely.
20%
35%
45%
Very Unlikely
Likely
Very likely
30. 30
Q.5 Do you like the promotions and ad campaigns of HONDA Motors?
1.Very Unlikely
2.Likely
3.Very Likely
15% people are very unlikely, 30% people are likely and 55% people are very
likely.
15%
30%55%
Very Unlikely
Likely
Very likely
31. 31
7. RESULTS AND FINDING
Respondents in the income group of 10,000 to 15,000 and 20,000 and
above using active.
Among the 100 respondents surveyed mostly 90% customer are satisfied
with this bike.
Only 10% customer is dissatisfied with the Honda active, because of
average.
Most of customer is educated and qualified; people are suggest her bike or
recommended the company name.
Batter Mileage
Novel Style
Offer provider
Percentage of well equipment service station
Long lasting durability
33. 33
CONCLUSION
On an average more than 73% people feel that the prices are
affordable whereas 12% do not agree, 74% believe that attractive discounts
are offered whereas 26% are not satisfied withthe discounts offered. 20% said
that the test drives are not offered and 15% said that post sales follow ups are
not done regularly whereas 85% said that they were done regularly but people
feel that it is the people’s car as it is satisfactory on all other parameters:
knowledgeable sales persons , employees spent enough time before and
during sales, display of merchandise is attractive, availability of product,
variety of merchandize, vehicle in good condition, prices are affordable,
attractive discounts are offered, décor of the waiting area is pleasing,
responds to complaints quickly.
Honda Motors service station is excellent, careful with personal
information and is value for money . The overall opinion about HONDA Motors
is very good. 86% people agreed that the sales persons are knowledgeable
and 14% strongly disagreed that the sales persons are knowledgeable. 64%
people agreed that the sales persons spent enough time with them before the
sales and 36% strongly agreed with this. 62% agreed that sales persons
spent enough time with them during the sales, while 34% strongly agreed that
the sales persons spent enough time with them during sales and only 4%
disagreed with this. 60% agreed that the sales persons spent enough time
with them after sales, 26% strongly agreed with this and 14% disagreed that
the sales persons spent enough time with them after sales. 94% agreed that
the display of merchandize was attractive and 6% strongly agreed that the
display of merchandize was attractive.
91% agreed that the availability of the product was there, 5% strongly
agreed that the availability was there while only 4% said they disagreed with
34. 34
this. 87% agreed that there was variety/selection of merchandize whereas 7%
strongly agreed that enough variety was there and 6% disagreed with this.
82% agreed that the vehicle was in good condition when delivered, 16%
strongly agreed with this whereas only 2% disagreed with this. 64% strongly
agreed that the prices are affordable, 21% agreed that the prices are
affordable whereas only 15% said that they neither disagreed nor agreed with
this.
55% agreed that the discounts offered are attractive, 34% strongly
agreed with this while 11% disagreed and said that the discounts offered were
not attractive. 80%agreed that the décor of the waiting area was pleasing
while 20% strongly agreed that the décor of the waiting area was pleasing
74% agreed that the test drive was offered to them, 6% strongly agreed that
the test drive was offered while 20% disagreed with this. 59% agreed that the
post sales follow ups are done regularly, 26% strongly agreed and
15%disagreed with this. 4% agreed that the response to complaints is quick,
18% strongly agreed, 12% neither agreed nor disagreed and 6% disagreed
with this.
82% said that the service at HONDA service station is excellent, 14%
strongly agreed while only 4% disagreed with this. 85% agreed that yes they
were careful with personal information, strongly agreed with this and 8%
neither agreed nor disagreed. 94% strongly agreed that all the ommitments
were fulfilled and 6% agreed with this. 98% said yes that they are aware
about the Insurance Schemes of HONDA while only 2% said that they were
not aware.
36. 36
Q.3) What is your overall opinion about HONDA Motors?
1.Very Bad
2.Neither Bad Nor Good
3.Good
4.Very Good
Q.4) How likely would you recommend HONDA Motors?
1.Very Unlikely
2.Likely
3.Very Likely
Q.5) Do you like the promotions and ad campaigns of HONDA Motors?
1.Very Unlikely
2.Likely
3.Very Likely
