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.
1
A
COMPREHENSIVE PROJECT REPORT
ON
“A STUDY ON CUSTOMER SATISFACTION TOWARDS HONDA ACTIVA”
SUBMITTED TO
PARUL INSTITUDE O...
2
COMPANY CERTIFICATE
“This is certified that Mr. Hardik Ranpariya (137110592186) and Mr. Vikram
Chauhan (137110592026) fr...
3
STUDENTS’ DECLARATION
We, Hardik Ranpariya and Vikram Chauhan, hereby declare that the
report for Comprehensive Project ...
4
INSTITUTE’S CERTIFICATE
“Certified that this Comprehensive Project Report Titled “A STUDY ON
CUSTOMER SATISFACTION TOWAR...
5
PREFACE
Today we are at the doorstep of 21st century; competition at various
levels is increasing day by day. New and ne...
6
ACKNOWLEDGEMENT
Firstly, we would like to thank the almighty GOD, who bestowed upon
us this opportunity for working on t...
7
TABLE OF CONTENTS
SR. No. PARTICULARS PAGE NO.
PART – I GENERAL INFORMATION
1 About the Company
Overview of World Market...
8
ABOUT THE COMPANY
Honda has been the world's largest motorcycle manufacturer since
1959, as well as the world's largest ...
9
OVERVIEW OF WORLD MARKET
Honda is the largest motorcycle manufacturer in Japan and has been
since it started production ...
10
OVERVIEW OF INDIAN MARKET
Honda Motor Corp Ltd. India Limited has recently introduced its first
ever MPV model, Mobile ...
11
GROWTH OF THE COMPANY
 Over the next five years, the analysts that follow this company are
expecting it to grow earnin...
12
ABOUT MAJOR COMPANIES IN THE INDUSTRY
The Two Wheelers Manufacturers in India, at present are doing good
business. The ...
13
PRODUCT PROFILE
Name : Honda Activa
Manufacturer : Honda Motorcycle and Scooter India
Production : 2001-Present
Engine ...
14
INTRODUCTION OF THE STUDY
The two wheeler industry has been going steadily over the years all
over the world. India is ...
15
4.1 LITERATURE REVIEW
Automobile Industry
Brijesh Kumar (2011)
Honda Motors Ltd, is running a program called Good life ...
16
Biswajit Mahanty and Virupaxi Bagodi (2007).
Honda Motor wants to be number one in the Indian market and the company
wa...
17
Milind Bade (2011)
GM-Marketing, Bajaj Auto, has mentioned that Bajaj Auto Limited is currently
trying to move the indu...
18
4.2 BACKGROUND OF THE STUDY
With diminishing finances, it is rarely possible for a library or
information center to hav...
19
4.3 PROBLEM STATEMENT OF THE STUDY
The objecti ve of every company would be ensuri ng
customer sati sfacti on for the c...
20
4.4 OBJECTIVES OF THE STUDY
 To know about the Honda company.
 To know about its Promotional activities.
 It’s Marke...
21
4.5 HYPOTHESIS
A hypothesis consists either of a suggested explanation for an
observable phenomenon or of a reasoned pr...
22
NULL HYPOTHESIS
A null hypothesis is a hypothesis (within the context of statistical
hypothesis testing) that might be ...
23
5. RESEARCH METHODOLOGY
The quality and reliability of research study is dependent on the
information collected in a sc...
24
5.2 SOURCES OF DATA
A. Primary Data : Data which are collected fresh and for the first time and
thus happens to be orig...
25
5.5 SAMPLING METHOD
A. RANDOM SAMPLING METHOD
Random sample is a subset of individuals (a sample) chosen
from a larger ...
26
6. DATA ANALYSIS AND INTERPRETATION
Q.1 How long has you been associated with HONDA
Motors...?
1. From 1 year 10%
2. Fr...
27
Q. 2 how would you rate HONDA motors on the following parameter…?
Agree 50%
Strongly Agree 20%
Disagree 20%
Strongly di...
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 5...
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...
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 ...
31
7. RESULTS AND FINDING
 Respondents in the income group of 10,000 to 15,000 and 20,000 and
above using active.
 Among...
32
8. LIMITATION OF THE STUDY

33
CONCLUSION
On an average more than 73% people feel that the prices are
affordable whereas 12% do not agree, 74% believe...
34
this. 87% agreed that there was variety/selection of merchandize whereas 7%
strongly agreed that enough variety was the...
35
ANNEXURE
Name: ……………………………………………………………
Address:
___________________________________________________________
___________...
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 lik...
37
BIBLIOGRAPHY
1. www.wikipedia.com
2. www.slideshare.com
3. www.hondamotors.com
4. www.infoauto.com
5. www.scribde.com
Upcoming SlideShare
Loading in …5
×

A study on customer satisfaction towards honda activa

31,424 views

Published on

  • What Is An Equalizing Charge, Why Is It Needed, And How to Apply One To a Lead Acid Battery.. ♣♣♣ http://t.cn/AiFAGBwT
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • Free Miracle "Angel Music" Attract abundance, happiness, and miracles into your life by listening the sounds of the Angels. Go here to listen now! ▲▲▲ http://t.cn/AiuvUCDd
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • The "Magical" Science Behind The Law of Attraction ●●● https://tinyurl.com/y6pnne55
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • Free Miracle "Angel Music" Attract abundance, happiness, and miracles into your life by listening the sounds of the Angels. Go here to listen now! ▲▲▲ https://tinyurl.com/y6pnne55
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • hello,, i found your work very productive so can please mail me @ dileepmittapalli55@gmail.com
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here

A study on customer satisfaction towards honda activa

  1. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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
  32. 32. 32 8. LIMITATION OF THE STUDY 
  33. 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. 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.
  35. 35. 35 ANNEXURE Name: …………………………………………………………… Address: ___________________________________________________________ ___________________________________________________________ _______________________________________PinCode____________ Gender: Occupation: Age: Below18 18-25 26-35 36-50 51 and above Q.1) How long have you been associated with HONDA? ___________________________________________________________ ___________________________________________________________ Q.2.) How would you rate HONDA Motors on the following parameter? Strongly disagree Agree Disagree Strongly agree
  36. 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
  37. 37. 37 BIBLIOGRAPHY 1. www.wikipedia.com 2. www.slideshare.com 3. www.hondamotors.com 4. www.infoauto.com 5. www.scribde.com

×