“A STUDY OF CUSTOMER SATISFACTION TOWARDS HONDA TWO WHEELER VEHICLES WITH REFERENCE TO KANASE HONDA, SATARA”.

A
PROJECT REPORT
ON
“A STUDY OF CUSTOMER SATISFACTION TOWARDS
HONDA TWO WHEELER VEHICLES WITH REFERENCE TO
KANASE HONDA, SATARA”.
SUBMITTED TO
SHIVAJI UNIVERSITY, KOLHAPUR.
IN PARTIAL FULFILLMENT OF THE REQUIREMENT
FOR THE DEGREE OF
MASTER OF BUSINESS ADMINISTRATION (MBA)
BY
MISS RENUKA SHANKAR ROKADE
(BCA)
UNDER THE GUIDANCE OF
DR M.B.BHOSALE
(M.COM, M.PHIL, DIM, PH.D)
THROUGH
THE DIRECTOR,
KARMAVEER BHAURAO PATIL INSTITUTE OF
MANAGEMENT STUDIES AND RESEARCH, VARYE, SATARA.
YEAR
2022-2023

INSTITUTE RECOMMENDATION
This is to certify that Ms Renuka Shankar Rokade is a bonafide
student studying in MBA-II. She has completed project report on “A
STUDY OF CUSTOMER SATISFACTION TOWARDS HONDA
TWO WHEELERS VEHICLE WITH REFERENCE TO KANASE
HONDA SATARA” under the guidance of Dr M.B.Bhosale satisfactorily
and submitted to Shivaji University, Kolhapur for the partial fulfilments of
the requirement of the award of the Degree of Master of Business
Administration (MBA)
Place: Satara Dr. B. S. Sawant
Date: / / Director

GUIDE CERTIFICATE
This is to certify that Ms Renuka Shankar Rokade has completed the
project report on “A STUDY OF CUSTOMER SATISFACTION
TOWARDS HONDA TWO WHEELERS VEHICLE WITH
REFERENCE TO KANASE HONDA SATARA” under my guidance
satisfactorily. The project report is of original nature and not copied from
other earlier project report and no part of it has been submitted to any
University for partial fulfillment of conditions for passing any
examination. The observations and suggestions are based on data collected
during implant training.
Place: Satara Dr M. B. Bhosale
Date: / / Research Guide

DECLARATION
To,
Director,
Karmaveer Bhaurao Patil Institute of Management Studies and
Research, Varye, Satara.
Respected Sir,
I the undersigned this by declare that project report entitled
“A STUDY OF CUSTOMER SATISFACTION TOWARDS HONDA
HONDA SATARA” under the guidance of Dr M.B.Bhosale and
submitted to Shivaji University, Kolhapur for the partial fulfillment for the
requirement of the award of the degree of Bachelor of Business
Administration. This report written and submitted by me under the
guidance of Dr M.B.Bhosale is my original work. The empirical findings
in this project are based on data collected by me while preparing the project
report. I have not copied from any report. I understand that any such
copying is liable to be punished in anyway the University Authorities deem
it.
Place: Satara Ms. Renuka Shankar Rokade
Date: / / Signature of the Student

ACKNOWLEDGEMENT
I express my sincere thanks to all of those who supported
me directly or indirectly in completion of my project. It is my great
pleasure and proud to be able to and complete present this project report
on “A STUDY CUSTOMER SATISFACTION TOWARDS HONDA
HONDA SATARA” Within the given span of time. The completion of
this project work is an important beginning and milestone in my
professional life and the completion of the same was possible only with the
inspiring and valuable guidance, co-operation and united support render to
me by Dr M.B.Bhosale of the institute who guided me on this project. I
am thankful to my project guide Dr M.B.Bhosale for his guidance and the
valuable suggestion has given throughout the project work. I would like to
thank Dr. B. S. Sawant, Director of Karmaveer Bhaurao Patil Institute of
Management Studies and Research, Varye, Satara for his valuable support
and having faith in me. It would be unfair if I forget my friends and family
members those always .encourage me to carry on my project with the great
zeal that helped me to concentrate on the given work to complete it within
the stipulated period.
Place: Satara Ms. Renuka Shankar Rokade
Date: / / Signature of the Student

INDEX
CHAPTER NO TITLE PAGE NO
CHAPTER 1
INTRODUCTION TO THE STUDY
1-5
1.1 INTRODUCTION
1.2 MANAGEMENT PROBLEM
1.3 STATEMENT OF RESEARCH PROBLEM
1.4 OBJECTIVES OF THE STUDY
1.5 IMPORTANCE OF THE STUDY
1.6 SCOPE OF THE STUDY
1.7 RESEARCH METHODOLOGY
1.8 CHAPTERIZATION
CHAPTER 2
ORGANIZATIONAL PROFILE
6-14
2.1 INTRODUCTION.
2.2 HISTORICAL BACKGROUND
2.3 COMPANY PROFILE
2.4 FRANCHISE
2.5 STRATEGIC INTENT OF ORGANIZATION
2.6 PRODUCTS OF COMPANY
2.7 ORGANIZATIONAL CHART
2.8 BOARD OF DIRECTORS
CHAPTER 3
A CONCEPTUAL FRAMEWORK - CUSTOMER
SATISFACTION
15-21
3.1 INTRODUCTION
3.2 THE DEFINITION OF CUSTOMER SATIFICATION
3.3 MEASURING TECHNIQUES
3.4 CUSTOMER SATISFACTION
3.5 THE INFLUENCE OF SALESPERSON ON
SATISFACTION IN CUSTOMER
3.6 INTERNAL MARKETING
3.7 FACTORS INFLUENCING CUSTOMER
SATISFACTION

3.8 CUSTOMER SATISFACTION AS PART OF
SERVICE PROFILE CHAIN
3.9 NEED OF MEASURING CUSTOMER
SATISFACTION
3.10 IMPORTANCE OF CUSTOMER SATISFACTION
CHAPTER 4
DATA ANALYSIS AND INTERPRETATION
22-43
4.1 INTRODUCTION
4.2 SWOT ANALYSIS OF KANASE HONDA
4.3 DATA ANALYSIS AND INTERPRETATION
CHAPTER 5
FINDINGS, SUGGESTIONS AND CONCLUSION
44-47
5.1 INTRODUCTION
5.2 FINDINGS
5.3 SUGGESTIONS
5.4 CONCLUSION
ANNEXURE
QUESTIONNAIRE
BILIOGRAPHY
JOINTING REPORT
WEEKLY PROGRESS REPORT
GUDIE STUDENT MEETING RECORD

CHAPTER 1
1.1 Introduction
1.2 Management Problem
1.3 Statement of Research Problem
1.4 Objectives of the Study
1.5 Importance of the Study
1.6 Scope of the Study
1.7 Research Methodology
1.8 Chapterization

K.B.P.I.M.S.R., SATARA M.B.A. PROJECT
SHIVAJI UNIVERSITY, KOLHAPUR 1
CHAPTER 1
1.1 Introduction: -
Satisfaction is important to the customer because satisfaction depends upon the
customer's needs and wants. Thus, customer satisfaction is defined as the fulfillment of
needs and wants as per the expectation of customers. Satisfaction is a person's feelings
or disappointments resulting from comparing a product are perceived performance in
relation to his expectation. If the performance falls shots of expectations, the customer
is in dissatisfaction. If the performance matches expectations the customer is satisfied.
If the performance exceeds expectations, the customers become highly satisfied. Now
a day's there is marvellous competition in the market regarding two-wheeler bikes.
There is a decrease in the sales of two-wheelers Honda bikes in Satara city because
customers are not fully satisfied. In search of the performance of Honda two-wheelers’
bikes and customer satisfaction-related aspects, this study is conducted.
A highly satisfied customer generally stays loyal longer, buyers more and more
products or services introduced also speak well about the company by which customer
is very likely to repurchase and even spread good word of mouth about the company.
High satisfaction or delight creates an emotional bond with the brand or company not
just a rational preference. According to Harold E Edmondson "Customer Satisfaction"
seems to appear in print more frequently than any other catchphrase used to describe
new found magic for industrial success. Before we proceed into the study of the
dynamics of Customer Satisfaction it is important to know, who a customer is and what
satisfaction really means. Customers are satisfied when the value meets or exceeds
expectations. If their expectations of value are not met, there is no chance of satisfying
them. Figuring out what the customers want however difficult and complex process is.
To be able to create and deliver customer value is important to understand its
components. On the most basic level, the value from a customer's perspective is the
ratio of benefits to the risks being taken while buying the product.
1.2 Management Problem:-
The last sales of Kanase Honda is as below:
Years FIRST
SALES
SECOND
SALES
THIRD
SALES
FOURTH
SALES
2019-2020 59892 59892 59892 59892
2020-2021 52347 52347 52347 52347
2021-2022 36329 36329 36329 36329
(Source: Primary Data)

There is a decrease in the sales of Honda two-wheelers in Satara city. Regarding this,
some questions arise in the mind of the researcher such as
1. What are the reasons for decreasing sales of Honda’s two-wheelers?
2. What are the factors affecting the decreasing sales of Honda’s two-wheelers?
To find out the solutions of these questions the research selected the study entitled to
study customer satisfaction towards Honda two-wheelers with respect to Satara
1.2 Statement of Research Problem:-
Kanase Honda facing problem in decreasing sale and also Customer Satisfaction.
1.3 Objectives of the Study:
1. To Study the customer satisfaction level towards Honda two-wheelers.
2. To study the factor that influences the customers when they purchase Honda
Bike or Scooter.
3. To study the efforts taken by Honda to promote the sales of Honda two-wheelers.
4. To suggest some solution to overcome problem regarding customer satisfaction of
customer.
1.4 Importance of Study:
Change in the marketing strategies to boost the sales of a company. Modification of
traditional sales strategy. Know the customer’s opinion about the present services
provided by the organization.
1.5 Scope of Study:
The study focuses on customer satisfaction towards the HONDA two-wheeler. To study
the service provided by the company to Customers and the problem faced by the
customer if any at HONDA two-wheeler.
The scope of the study is divided into three groups as follows:
a) Geographical Scope:
The geographical scope of the study is limited to Customer of Kanase Honda in Satara
City.
b) Conceptual Scope:
The conceptual scope of the study is limited to the concept of Customer Satisfaction.
c) Analytical Scope
Analytical scope of the study continued to several of tools like mean, simple percentage.

1.6 Research Methodology
1.6.1 Type of Research
The type of research is descriptive in nature.
1.6.2 Data Required
This data regarding with Kanase Honda and their customers problems and sale
problems following data is required for the research.
a) Primary Data sources:
To study the objectives of the research, the data is collected from primary resources.
b) Secondary Data sources:
Secondary data is required for the conceptual framework of the study. The data is
obtained via secondary sources i.e., articles, the internet, and newspaper, using
company documents.
1.6.3 Sampling Framework:
1. Sampling Units:
Kanase Honda is the Sampling unit for this study.
2. Sample size:
Researcher selected 65 customer as sampling size.
3. Sampling Method:
Researcher selected 65 customer as using convenient sampling method.
1.6.4 Instruments for data collection:-
Researcher has collected required data by using schedule. In schedule, researcher
Has covered the demographic information and feedback.
1.6.5 Instruments for data analysis :-
Researcher has used some statistical techniques for analysis data e.g.
Table, Percentage, Graph etc.
1.7 Chapterization:
1) Introduction to study:
This chapter includes the introduction of the study, statement of management
and research problem, objectives of study, scope of study, importance of the
Study and research methodology.

2) Company profile:
This chapter includes history of company, location of company, vision, mission,
Values, success, achievements, organizational chart and policies of company.
3) Conceptual Background:
This chapter deals with theoretical information of Customer satisfaction, concept,
definition, need, importance.
4) Data Analysis and Interpretation:
This chapter deals with the data analysis and interpretation of data. This covers
interpretations and graphs.
5) Findings, Suggestions and Conclusion:
This chapter deals with introduction, findings and suggestions on the basis of analysis
and interpretation.

CHAPTER 2
ORGANIZATIONAL PROFILE
2.1 Introduction.
2.2 Historical Background
2.3 Company Profile
2.4 Franchise
2.5 Strategic Intent of Organization
2.6 Products of Company
2.7 Organizational Chart
2.8 Board of Directors

CHAPTER 2
Organizational Profile of Kanse Honda
2.1 Introduction:
Honda is a Japanese manufacturer of automobiles, motorcycles, and power equipment.
Headquartered in Tokyo, Japan, it has been the world’s largest motorcycle
manufacturer since 1959, reaching a production of 400 million annually by the end of
2019. Honda is also the world’s largest manufacturer of internal combustion engines,
producing more than 14 million each year. In 2015, Honda was the eighth largest
automobile manufacturer globally.
Honda is a global multinational with shares traded on the Tokyo Stock Exchange and
the New York Stock Exchange, as well as exchanges in Osaka, Nagoya, Sapporo,
Kyoto, Fukuoka, London, Paris, and Switzerland.
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 Kinetic Honda Motor Ltd (1984
1998), Hero Honda (1984-2011), and Honda Siel Cars India (1995-2012). HMSI was
established in 1999 at Manesar, District Gurgaon, and Haryana.
Currently, HMSI has four manufacturing locations at Manesar in Haryana, Tapukara in
Rajasthan, Narsapura, Kolar in Karnataka, and Vithalpur, NW of Ahmedabad.
Scooter -exclusive plant in Gujarat. Its facility in Narsapura is the largest amongst its
four locations and has a capacity of 6,600 vehicles per day, Honda India sales
skyrocketed up to 4.28 million motorcycles and scooters backed by scooterization of
India via bestselling scooter Activa over 350,000 scooter sales in September 2017.
Honda scooter Activa sales record expected 3.5million scooters in 2017/18. Honda
motorcycle & scooter started independent operation since 2010s after separation from
Hero Honda motors J/V since 1984, 6 million production capacity establishment within
7 year’s record in India, Top world motorcycle market.
2.2 Historical Background:
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.
In 2017, India became the largest motorcycle market of Honda. In India, Honda is
leading in the scooters segment, with 59 percent market share.
During the 1960s, when it was a small manufacturer, Honda broke out of the Japanese
motorcycle market and began exporting to the US. 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
2.3 Company Profile: -
Company name KANSE HONDA
Type of Ownership Public company
Industry Conglomerate
Founder Kanse Honda Satara , 2010
Owner Ruturaj kanse
Total employees 70
Area served Satara

2.4 List of the price of two wheeler bike:-
Model Varient On road
price
ACTIVA 6G ACTIVA 6G SID BS6 91,190
ACTIVA 66 DLX BS-6 94,030
ACTIVA 6G PREMIUM
EDITION
ACTIVA 6G DLX PREMIUM
EDITION
95,165
ACTIVA 125
ACTIVA 125DRUM BS-6 96,634
ACTIVA 125 DRUM BS-6 [Alloy
Wheel
100,799
ACTIVA 125 3S-5 CASC 104,779
ACTIVA125 LIMITED
EDITIQN
ACTIVA 125 DRUM BS-6 (AlloY
Wheel)
102,935
ACTIVA 125 BS 6.DISC 105,914
DIO-8S 6
IO DRUM EMBLEM-BS-V 88,730
DIO DLX EMBLEM-BS-VI 93,271
DIO- PREMIUM EDITlON DIO DRUM PREMIUM EDITION 88,689
DIO DLX PREMIUM EDITION 95,542
GRAZIA
GRAZIA DRUM -BS-VI 101,256
GRAZIA DISC-BS-V 109,572
GRAZIA DISC LTD ED-BSVI 110,707
SIDE STAND ENGIN CUT
OFF
SP125 DRUM CBS-BS-V 102,451
SP125 DISC CBS-BS-VI 106,992
OFF
SHINE DRUM-BS-VI 96,710
SHINE OISC-BS-VI 101,251
SHINE LIMITED
EDITION
SHINE DRUM-BS-VILIMITED
EDÍTION
98,413
HINE DISC-BS-VI LIMITED
EDITION
102,954
UNICORN BS 6 UNICORN BS-V 130,635
CD 110 D110 DLK-BS-V 88,037
OFF
LIVO DRUM-BSVI 92,926
LIVO DISC -BS-V 97467
HORNET HORNET 2.0 Ars-BSW 165,588
CB 200X CB 200X 178,245

2.4 Franchise:
Dealership: - Satara – Kanse Honda Medha, Raimatpur, Koregaon, Wai, Pachvad,
Nagthane.
2.4 Strategic Intent of Organization:
2.4.1. Vision
"Market leader in the motorcycle industry, emerging as a global competitive centre of
production and exports."
2.4.2. Mission
"A dynamic growth oriented company through market leadership, excellence in quality
and service and maximizing export, ensuring attractive returns to equity holders,
rewarding associates according to their ability and performance, fostering a network of
engineers and researchers ensuing unique contribution to the development of the
industry, customer satisfaction and protection of the environment by producing
emission friendly green products as a good corporate citizen fulfilling its social.
Responsibilities in all respects."

2.5 products of Company:
Model Varient
ACTIVA 6G ACTIVA 6G SID BS6
ACTIVA 66 DLX BS-6
ACTIVA 6G PREMIUM EDITION ACTIVA 6G DLX PREMIUM EDITION
ACTIVA 125
ACTIVA 125DRUM BS-6
ACTIVA 125 DRUM BS-6 [Alloy Wheel
ACTIVA 125 3S-5 CASC
ACTIVA125 LIMITED EDITIQN ACTIVA 125 DRUM BS-6 (AlloY Wheel)
ACTIVA 125 BS 6.DISC
DIO-8S 6
IO DRUM EMBLEM-BS-V
DIO DLX EMBLEM-BS-VI
DIO- PREMIUM EDITlON DIO DRUM PREMIUM EDITION
DIO DLX PREMIUM EDITION
GRAZIA
GRAZIA DRUM -BS-VI
GRAZIA DISC-BS-V
GRAZIA DISC LTD ED-BSVI
SIDE STAND ENGIN CUT OFF SP125 DRUM CBS-BS-V
SP125 DISC CBS-BS-VI
SIDE STAND ENGIN CUT OFF SHINE DRUM-BS-VI
SHINE OISC-BS-VI
SHINE LIMITED EDITION SHINE DRUM-BS-VILIMITED EDÍTION
HINE DISC-BS-VI LIMITED EDITION
UNICORN BS 6 UNICORN BS-V
CD 110 D110 DLK-BS-V
SIDE STAND ENGIN CUT OFF LIVO DRUM-BSVI
LIVO DISC -BS-V
HORNET HORNET 2.0 Ars-BSW
CB 200X CB 200X

2.6 Organization Chart:
General Manager
Sale
Manager
Network
Manager
Workshop
Manager
Back Office
Team
Leader
Technician 1
Insurance
Executive
RTO
Department
-1
Hrirse
Operator1
Accountant
-2
Accountant-
1
Cashier
Account
Managar
Khandala
PDI
Technician 1
Reception
Sale
Executive-1
CRE
Manager
Nagthane
Wai
Shirwal
Koregaon
Pachwad
Technician 2
Technician 3
Service
Adviser
CR
Executive
Finanace
Executive-1

2.7 Board of Directors
2.7.1, Chairman- Aamir H. Shirazi
2.7.2, Director- Sanaullah Qureshi
2.7.3. Director- Hirofumi Yada
2.7.4. Director- Abid Naqvi
2.7.5. Chief Executive Officer – Saquib H. Shirazi

CHAPTER 3
A CONCEPTUAL FRAMEWORK –CUSTOMER SATISFACTION
3.1 Introduction
3.2 The definition of customer satisfaction
3.3 Measuring techniques
3.4 Customer satisfaction
3.5 The influence of salesperson on satisfaction in customer
3.6 Internal marketing
3.7 Factors Influencing Customer Satisfaction
3.8 Customer satisfaction as part of service profile chain
3.9 Need of measuring customer satisfaction
3.10 Importance of customer satisfaction

CHAPTER 3
A CONCEPTUAL FRAMEWORK - CUSTOMER SATISFACTION
3.1. Introduction:
Customer satisfaction means meeting and exceeding the expectation your customers
have about the experience they are going to receive when visiting your business. The
level of satisfaction achieved depends on the extent to which expectations are fulfilled
your customer's expectations come from a Varity of sources, and can vary dramatically
from one customer to the next. Customer's expectations are created by your marketing
messages and material what they have heard about your business from friends and
relatives the price they are going to pay for the experience their own experience with
similar types of businesses, both in nova Scotia and elsewhere their previous experience
with your business their own personal opinions, age, income level, etc. Customer
satisfaction is a continuous process which does not begin or end with purchase. It covers
the entire ownership experience from selecting product to purchase through aftercare
to repeal purchase whatever the buyer is satisfied after purchase depends on the offer’s
performance in relation to the buyer's expectation
3.2. The Definition of customer satisfaction:
The degree to which their match the customer's expectations of the product and the
actual performance of the product. Satisfaction is a person's feeling of pleasure of
disappointment result from comparing a product’s perceived performance (outcome to
their expectation. If the performance falls short of expectation, the customer is
dissatisfied. If the performance matches expectation, the customer is satisfied. It is very
important to any organization to measure the customer Satisfaction and share penning
its factors. A company would be wise to measure customer satisfaction regularly
because are key to customer retention is customer satisfaction. A highly satisfied
customer generally stays loyal longer, buyers more and more products or services
introduced also speaks well about the company by which customer is very likely to
repurchase and even spread good words of mouth about the company. High satisfaction
or delight creates an emotional bond with brand or company not just a rational
preference.
According to Harold E Edmondson "Customer Satisfaction" seems to appear in print
more frequently than any other catch phrases used to describe a new found magic for
industrial success. Before we proceed in to the study of the dynamics of Customer
Satisfaction it is important to know about, who a customer is and what satisfaction
really means,
Customers are satisfied, when value meets or exceeds expectations. If their expectations
of value are not met, there is no chance of satisfied them. Figuring out what the
customers want however difficult and complex process is. To be able to create and
deliver customer value is important to understand its components. On the most basic
level, value from a customer's perspective is the ratio of benefits to the risks being taken
while buying the product.

Key factors to enhance customer satisfaction:-
 Resect the customers
 Make Two way communication
 Gentle response to customers
 Customer service policy
 Know the customers’ expectations
 Keep your promises
 Never forget your customers
 Clear to your customers
 Unique product offering
 Be clear to your customers about
 What you offer?
 How do you provide?
 Quality of offered service .
 Duration of the offer.
 How much going to charge?
Who really is a customer?
The question of defining who your customers are seems fairly easy particularly if you
have segmented your market properly and understand who you are trying to satisfy.
However, subtlety that frequency goes undetected by many firms that is that customer
set can be divided into two parts, the apparent customer and users. The apparent
customer is the person or group of people who decide what product to buy and basically
have control over the purse strings. The user is a person or group who physically uses
the product or is the direct recipient of service.
What does satisfaction really mean?
As in defining customer above, defining satisfaction also appears simple However as
with customer there is a subtlety that needs addressing Satisfaction by most definitions
simply means the customer's requirement. Customer satisfaction is concept that more
and more companies are putting at the heart of their strategy, but for this to be successful
they're needs to be clarity about what customer satisfaction means and what needs to
happen to drive improvement. Without this, there is a risk that customer satisfaction
becomes little more than good intention. With confused objectives failing to address
the real issues for customer, one helpful way to look at the problem to rephrase the
objectives set the sights on helping the customers meet their goals.
Customer satisfaction can be defined in many different ways. Finding the right way
fora company depends on understanding your customer and on having a clear vision of
the role that customer satisfaction is to play in the strategy for example, a focus on
customer satisfaction can work alongside existing segmentations to support revenue
generation from high value customers or it can be a company-wide objective rooted in
the brand values. For the former, it may be sufficient to focus on improving camera

service, but for the letter a broader definition of customer satisfaction is necessary
Closer akin to corporate reputation whatever the strategy for customer satisfaction, it
must at least include getting the basic right. Fatling to achieve this can destroy the
reputation as well as losing valuable customers. Every customer, regardless of their
economic worth to the business. Once the objectives for the customer satisfaction
strategy are defined there are a number of steps, we can take to make sure the focus on
customer satisfaction is effective.
3.3. Measuring Techniques:
A number of methods exist to measure customer satisfaction periodic surveys can trace
customer satisfaction directly and also ask additional question to measure repurchase
intention and the responded likelihood willingness to recommend the brand to other. A
customer satisfaction is depending on customer value, service quality and product
quality.
3.3.1. Customer perceived Value:
Value is compared with the best price the customer has experience with or knowledge
of if prices are higher, negatives must be offset by strong positive features or benefits
value is calculated after sale when product service continues to serve customer well
over time.
The only value your company will creates in the value comes from customers the ones
you will have in the future Customer based on the difference between what customer
get and what he or she gives for different possible choices
3.3.2. Product and Service Quality:
a) Product Quality:
Compared with the best available or the best the customer is familiar with error free
defect free Supplier personnel are subject matter experts and have general systems
knowledge. Customer satisfaction will also depend on product and service quality. The
seller has delivered quality whenever its product or services meets or exceeds the
customer expectation. A company that satisfied most of its customer needs most have
time its called quality. Higher levels of quality result in higher level of customer
satisfaction. This supported higher prices and lower cost. b) Service Quality:
Service organization must meet three key customers to deliver the service excellence
security esteem and justice. Service quality factors those are important for customer
including time lines and convenience personal attention, empathy responsiveness,
assurance availability and tangible such as physical facility and equipment.
3.3.3. Customer Complaint:
Some company thing they are getting sense of customer satisfaction by tallying
customer complaints. But 95% of dissatisfied customers don't complaint just stop
buying. The best thing a company can do is to make it essay for the customer to
complain suggestion.

3.4. Building a company around Customer Satisfaction:
Who the increase in customers' demands and competition it has become a lot more
important base the entire company on customer service. When doing this one must first
realize that every member of an organization plays an active role in customer service.
This includes both external customers and internal customers within a company.
Customer focused organizations focus both on customer satisfaction and profit.
Achieving customer satisfaction generates the profit. In these organizations top
management has frequent contacts with external customers. The top management uses.
Consultative, participative, and supportive management styles to get through to the
customer. The staff focuses all of its attention on satisfying the customer's needs.
However, the management's job is to provide the staff with support necessary to achieve
these goals. The other department and staff in the organization that do not have direct
contact with the external customers deal exclusively with internal customer satisfaction.
3.5. The Influence of the Salesperson in Customer Satisfaction:
In an article titled, "The influence of salesperson selling behaviour on customer
satisfaction with products," Brent Goff and James Sables examine the effects of non-
product related construct on customer satisfaction with major retail purchases such as
automobiles. The article states that salesperson's selling orientation-customer
orientation (SOCO) will affect not only consumer satisfaction with the salesperson and
dealer, but also indirectly, satisfaction with the product or manufacturer. In the
perspectives of both the retailer and the manufacturer customer satisfaction represents
an important issue because it relates to several desirable outcomes.
Customer satisfaction leads to future purchases, and repeated purchases of the same
product from the same source. In other words, it helps a firm retain its present customers
and build loyalty. By helping a buyer obtain Product information and providing
guidelines about what should be expected during the buying process and use of a
product, a salesperson tailors to the needs of each individual customer. By being
customer-oriented, a salesperson is likely to identify with needs of the customer,
enabling the salesperson to match his or her presentation to those requirements of the
customer.
3.6. Internal Marketing-How it affects Customer Satisfaction:
Successful companies make every effort to ensure satisfaction to their customer by
focusing organizational efforts of the company on providing superior customer service.
By doing this these companies hope to retain their existing customers and attract new
ones
Only angle of customer satisfaction commonly overlooked is the internal aspect. The
internal customer or employee plays a vital role in achieving customer satisfaction and
loyalty. Some firms do not understand that the treatment of internal customers becomes
the external customer's perception of the company. A firm's employees or other
departments within the organization make up its internal customers. Their job
performance affects the firm's ability to deliver superior product and customer service

(Boone and Kurtz, 1999). When a firm's employees are happy at work, their overall
attitude and performance towards the customer enhances tremendously. Internal
marketing helps members or employees of an organization understand and fulfil their
roles in implementing is marketing strategy. Internal marketing not only keeps
employees happy; it also shows them how their actions affect the firm's ability to
achieve customer satisfaction.
3.7. Factors Influencing Customer Satisfaction:
Product quality
3.8. Customer Satisfaction as part of Service Profit Chain:
A Harvard Business Review article outlines the internal process required to drive
growth and increase profitability. The article describes the ways in which service
quality contributes to success, outlining the steps in the "Service product chain".
Profitability Growth:
1. Customer Loyalty
2. Customer Satisfaction
3. Value
4. Employee Productivity
5. Employee Loyalty
6. Internal Quality
7. Leadership
Customer
satisfaction
service
quality
Image,
brand
Product
quality
Price

3.8. Need for measuring customer satisfaction:
"Customers are too good to lose--Let's keep them happy!"
"Customer is the king"
"Marketing starts with the customer and ends the customer-Peter Ducker
So, no organization, small or big ignores the customers
"Earth is not the Center of universe but revolves around the Sun" - Copernicus
Similarly, we have come to believe that business firm is not the Center of economic
universe but revolves around the customer.
"Build customer and not only products".
Building customers is not a single step exercise but a process
3.9. Important of Customer Satisfaction:
1. You can and must quantify the expected payback from service and/or quality
improvements.
2. It costs between five and six times more to attract a new customer than to keep an
existing one so existing customer must be kept satisfied.
3. Customer problems can cost you not only an immediate lost sale, but also future
purchases by that customer and by other customers as a result of negative word of
mouth behaviour.
4. Organization can boost profits anywhere from an increase of 5% in customer
retention which would leads to increase profit by 25% to 95%.
5. Only one out of 25 dissatisfied customers will express dissatisfaction hence it is
necessary to measure customer satisfaction.
6. Happy customers tell 4 to 5 others of their positive experience; dissatisfied customer
tells 9 to 12 how bad it was.

CHAPTER IV
4.1 Introduction
4.2 Swot Analysis of Kanase Honda
4.3 Data Analysis and Interpretation

CHAPTER IV
4.1 Introduction
The collated data has been processed and analysed to fulfil the Objectives lay down for
the purpose of study. This analysis is essential for a systematic study with contemplated
comparisons and processing Interpretation is the seat of analysis, which enables
conversion of data into statement and conclusion, which ultimately complete the
research objectives.
4.2 Swot Analysis of Kanase Honda:
SWOT
Analysis
Strenghts
Weaknes
s
opputunities
Threats

Strengths:-
• Leading Honda dealers in Bengaluru
• Providing high quality services
• Dynamic team
• Positive image in the city
• Specialized mechanics and employees
Weaknesses:-
• Lack of R&D programs
• Lack of aggressive selling
• lack of promotional activities
Opportunities:-
• Growing two wheelers market in the city
• Increasing customers standard of living
• Increasing brand value
• Growing global demand for environment friendly vehicles
• Positive outlook of motorcycle industry
Threats:-
• Increasing price of the vehicles
• Intensive competition
• Uncertainties in the business
• Lower profitability
4.3 Data Analysis and Interpretation
Data analysis deals with analysis of whole data collected by researcher. Researcher had
analysed data with the help of statistical tool.

Table no.4.3.1. Gender-wise classification of Customers
Sr.no Gender No. of respondents Percentage
1 Male 35 54%
2 Female 30 46%
Total 65 100%
(Source: Primary data)
Chart no. 4.3.1, Gender-wise classification of Customers
Interpretation:
The above table and graph show that out of the available maximum majority 54% of
Customers are male and 46% of Customers are female.
54%
46%
Gender
Male Female

Table no. 4.3.2. Age-wise classification of Customers
Sr.no Age No. of
Respondents
Percentage
1 Below 20 18 18%
2 20 to 25 32 32%
3 25 to 30 8 8%
4 More than 30 6 6%
Total 65 100%
Chart no. 4.3.2. Age wise classification of Customer
Interpretation:
Above table and graph show that out of available Customer 18% of Customer belong
to below 20 age categories, 32% of Customer belongs to 20 to 25 age categories, 8%
of Customer belongs to 25-30 age categories, 6% of Customer belongs to more than 30
age categories.
0
5
10
15
20
25
30
35
Below 20 20 to 25 25 to 30 More than 30
Age

Table no.4.3.3 Qualification of Customer
Sr.no. Qualification No. of
Respondents
Percentage
1 Higher Secondary 14 22%
2 Under Graduate 34 52%
3 Post- Graduate 17 26%
Total 65 100%
Chart no. 4.3.3. Qualification of Customer
Interpretation:
The above table and graph show that out of available Maximum Customer i.e., 26% of
Customer are postgraduates 22% are in Higher Secondary and 52% are Under Graduate.
22%
52%
26%
Qualifation
Higher Secondary Under Graduate Post- Graduate

Table no. 4.3.4 Monthly Income of Customer
Sr.no Monthly income No.
Respondents
Percentage
1 Less than 10,000 22 22%
2 10,000-20,000 26 26%
3 20,000-30,000 11 11%
4 More than 30,000 6 6%
Total 65 100%
Chart no. 4.3.4. Monthly Income of Customer
Interpretation:
The above table and graph show that out of available maximum Customer i.e., 26% of
Customer have Rs.10000-20000 monthly income, 11% of Customer have Rs 20000-
30000 monthly income, 22% of Customer have less than Rs 10000 monthly income,
and 6% Customer have more than Rs 30000 monthly income.
0
5
10
15
20
25
30
Less than 10,000 10,000-20,000 20,000-30,000 More than 30,000
Monthly Income

Table no. 4.3.5 Do you have a Honda of two-wheeler
Chart no. 4.3.5 Do you have a Honda of two-wheeler?
Interpretation:
The Above table and graph show that out of the available maximum respondents i.e.,
100% of respondents have Honda two-wheeler Bike.
94%
6%
Honda Two-Wheeler bikes
Yes No
Sr.no Opinion No. of
Respondents
Percentage
1 Yes 61 94%
2 No 4 6%
Total 65 100%

Table no. 4.3.6. Which type of two-wheeler do you have?
Chart no. 4.3.6 which type of two-wheeler do you have
Interpretation:
Above Table and graph show that out of available maximum Customer i.e. 38%
Customer have without gear two wheeler and 27% have gear bike.
0
5
10
15
20
25
30
35
40
With Gear Without Gear
type of two-wheeler do you have
Sr.no Opinion No. of
Respondents
Percentage
1 With Gear 27 27%
2 Without Gear 38 38%
Total 65 100%

Table no. 4.3.7 If you choose the bike with gear, which type of model
do yu have?
Sr.No Opinion No.
Respondents
Percentage
1 CB Shine 10 15%
2 CB Shine SP 21 32%
3 CB Unicorn 150 21 32%
4 CB Hornet 160R 10 15%
5 CBR 25OR 4 6%
Total 65 100%
Chart no. 4.3.7 if you choose the bike with gear, which type of model
do you have?
Interpretation:
Above table and graph show that out of available maximum Customer i.e.32%
Customer have CB unicom 150, 15% Customer have CB Shine, 32% Customer have
CB Shine SP ,15% Customer have CB Homet and 6% Customer have CBR 250R.
15%
32%
32%
15%
6%
If you choose the bike with gear, which type of model do
yu have?
CB Shine CB Shine SP CB Unicorn 150 CB Hornet 160R CBR 25OR

Table no. 4.3.8 If you choose the bike without gear, which type of
model do yu have?
Sr.no Opinion No.
Respondents
Percentage
1 Activa 21 21%
2 Dio 13 13%
3 Activa 125 8 8%
4 Activa-I 6 6%
5 Aviator 7 7%
6 CLIQ 5 5%
7 Grazia 4 4%
Total 65 100%
Chart no. 4.3.8 if you choose the bike without gear, which type of
model do you have?
Interpretation:
Above table and graph show that out of available maximum Customer i.e.21%
Customer have Honda Activa, 13% Customer have Honda Dio, 8% have Activa 125, 6
% have Activa I , 7% Customer have Honda Aviator, 5% Customer have CLIQ, 4%
Customer have Grazia.
0
5
10
15
20
25
Activa Dio Activa 125 Activa-I Aviator CLIQ Grazia
If you choose the bike without gear, which type of
model do yu have?

Table no. 4.3.9 How do you come to know about Honda two wheelers
Sr.no Opinion No.
Respondents
Percentage
1 T.V. Advertisement 11 8%
2 Family members 21 32%
3 Friends 22 34%
4 Newspaper 6 9%
5 Social Media 5 17%
Total 65 100%
Chart no. 4.3.9 how do you come to know about Honda two wheelers
Interpretation:
Above table and graph show that out of available maximum customer i.e. 8% customer
come to know about Honda Two wheeler through T.V advertisement, 34% customer
through Friends, 17% customer through Social Media and 9% customer through
Newspaper
17%
32%
34%
9%
8%
How do you come to know about Honda two
wheelers
T.V. Advertisement Family members Friends Newspaper Social Media

Table no. 4.3.10 Did the showroom staff explain you about the features
and price in details?
Sr.no opinion No.
Respondents
Percentage
1 Yes 58 58%
2 No 7 7%
Total 65 100%
Chart no. 4.3.10. Did the showroom staff explain you about the features and price
in details?
Interpretation:
says that showroom staff don't explains them about the features and price in details and
58% customer says they explain features and price in detail.
0
10
20
30
40
50
60
70
Yes No
Did the showroom staff explain you about the
features and price in details?
Series1

Table no. 4.3.11. What are the valuable attributes you normally
consider while purchasinga two wheeler?
Sr.no Opinion No.
Respondents
Percentage
1 Quality service 11 17%
2 Low Price 35 54%
3 Brand Image 14 21%
4 Low Maintenance 5 8%
Total 65 100%
(Primary data source)
Chart no. 4.3.11. What are the valuable attributes you normally consider while
purchasing a two wheeler
Interpretation:
Above table and graph shows that out of available maximum customer i.e. 17%
customer consider quality service while purchasing a two wheeler, 21% customer
consider Brand Image while purchasing a two wheeler; 8% customer consider Low
Maintenance while purchasing a two wheeler and 54% customer consider Low Price
while purchasing a two wheeler
17%
54%
21%
8%
What are the valuable attributes you normally
consider while purchasing a two wheeler?
Quality service Low Price Brand Image Low Maintenance

Table no. 4.3.12. How long you have been using this bike or scooter?
Sr.no Opinion No.
Respondents
Percentage
1 less than 6 Months 6 6%
2 6 Months to 1 year 11 11%
3 1 Year to 2 Year 34 34%
4 More than 2 Year 10 10%
Total 65 100%
Chart no. 4.3.12. How long you have been using this bike or scooter?
Interpretation:
Above table and graph shows that out of available maximum customer i.e. 63% customer are
using Honda Bike or Scooter for more than 2 years, 15% customer are using Honda Bike or
scooter for lyear-2year, 13% customer are using Honda Bike or Scooter for months-1 year and
9 % customer are using Honda bike or scooter for less than 6 months.
0
5
10
15
20
25
30
35
40
less than 6 Months 6 Months to 1 year 1 Year to 2 Year More than 2 Year
How long you have been using this bike or scooter?

Table no. 4.3.13. Was the price of the Honda bike or scooter suit your
budget?
Sr.no Opinion No.
Respondents
Percentage
1 Yes 55 85%
2 No 10 15%
Total 65 100%
Chart no. 4.3.13. Was the price of the Honda bike or scooter suit your budget?
Interpretation:
says that price is not suitable to their budget and 85% customer says that price is suitable
to their budget while purchasing Honda Bike.
85%
15%
Was the price of the Honda bike or scooter suit your
budget?
Yes No

Table no. 4.3.14. Are you satisfied with the pickup and performance of
the vehicle after use?
Sr.no Opinion No.
Respondents
Percentage
1 Yes 41 41%
2 No 24 24%
Total 65 100%
Chart no. 4.3.14. Are you satisfied with the pickup and performance of the vehicle
after use?
Interpretation:
are satisfied with pickup and performance of Honda two wheeler and 24% customer
are unsatisfied with pickup and performance of Honda two wheeler.
0
5
10
15
20
25
30
35
40
45
Yes No
Chart Title

Table no. 4.3.15. After buying the Honda bike or scooter, what do you feel about
driving comfort of it ?
Sr.no Opinion No.
Respondents
Percentage
1 Excellent 21 32%
2 Thrilling 24 37%
3 Average 18 28%
4 Poor 2 3%
Total 65 100%
Chart no. 4.3.15. After buying the Honda bike or scooter, what do you feel about
driving comfort of it?
Interpretation:
feel Excellent driving comfort of the vehicle, 28% customer feel average driving
comfort of the vehicle, 3% feel poor driving comfort of the vehicle and 37% customer
feel Thrilling driving comfort of vehicle.
32%
37%
28%
3%
After buying the Honda bike or scooter, what do you feel
about driving comfort of it?
Excellent Thrilling Average Poor

Table no. 4.3.16. What do you feel about quality and design of Honda vehicle?
Sr.no Opinion No.
Respondents
Percentage
1 Excellent 24 24%
2 Better 28 28%
3 Average 12 12%
4 Poor 1 1%
Total 65 100%
Chart no. 4.3.16. What do you feel about quality and design of Honda vehicle?
Interpretation:
Above table and graph show that out of available maximum customer ie.28 % customer
says Quality and design of vehicle is Better, 24% customer says Quality and design of
vehicle is Excellent, 12% customer says Quality and design of vehicle is Average and
1% customer says Quality and design of vehicle is Poor.
0
5
10
15
20
25
30
Excellent Better Average Poor
What do you feel about quality and design of
Honda vehicle?

Table no. 4.3.17. What is your opinion about mileage?
Sr.no opinion No.
Respondents
Percentage
1 Excellent 19 29%
2 Amazing 32 49%
3 Average 12 19%
4 Low 2 3%
Total 65 100%
Chart no. 4.3.17. What is your opinion about mileage?
(Source: Pimary data)
Interpretation:
Above table and graph shows that out of available maximum customer i.e. 19%
customer saysmileage is average, 29% customer says mileage is excellent, 49%
customer says mileage is Amazing and 3% customer says mileage is Low.
29%
49%
19%
3%
What is your opinion about mileage?
Excellent Amazing Average Low

Table no. 4.3.18. How do you feel about breaking system, safety feature
and storage space of Honda vehicle?
Sr.no Opinion No.
Respondents
Percentage
1 Excellent 26 26%
2 Wonderful 29 29%
3 Average 9 9%
4 Dissatisfactory 1 1%
Total 65 100%
Chart no. 4.3.18. How do you feel about breaking system, safety
feature and storage space of Honda vehicle?
Interpretation:
Above table and graph shows that out of available maximum customer i.e. 26% customer
rates the breaking system, safety feature and storage space of the vehicle is Excellent, 29%
customer rates the breaking system, safety feature and storage space of the vehicle is
wonderful, 9% customer rates the breaking system, safety feature and storage space of the
vehicle is Average and 1% respondents rates the breaking system, safety feature and storage
space of the vehicle is dissatisfactory.
0
5
10
15
20
25
30
35
Excellent Wonderful Average Dissatisfactory
How do you feel about breaking system, safety
feature and storage space of Honda vehicle?

Table no. 4.3.19. Overall rating for Honda bike or scooter
Sr.no Opinion No.
Respondents
Percentage
1 Excellent 25 39%
2 Quit Good 21 32%
3 Average 13 20%
4 Poor 6 9%
Total 65 100%
Chart no. 4.3.19. Overall rating for Honda bike or scooter
Interpretation:
Above table and graph shows that out of available maximum customer i.e.37% respondents
ratesthe Honda bike or scooter Quite good, 32% respondents rates the Honda bike or scooter
excellent, 19% respondents rates the Honda bike or scooter Average and 12% respondents rates
the Honda bike or scooter Poor
39%
32%
20%
9%
Overall rating for Honda bike or scooter
Excellent Quit Good Average Poor

Chapter 5
FINDINGS, SUGGESTIONS AND CONCLUSION
5.1 Introduction
5.2 Findings
5.3 Suggestions
5.4 Conclusion

CHAPTER 5
Findings, Suggestions and Conclusion
Introduction:
After collection of data, analysis and interpretation as well as studying the whole area
of project work researcher has across the some important findings. These findings plays
vital role in completion of the project work. Finding gave right direction to the project
work.
5.1 Findings
1. Majority Customers are male i.e 54% and some also customer is female i.e 46%
(Table no. 4.3.1)
2. Few of Customers belongs below 20 age categories i.e 18% ,Some few Customer
belongs to 20 to 25 age categories i.e 32%, Very few Customer belongs to 25-30 age
categories i.e 8% , Customer belongs more than 30 age categories i.e 6%. (Table no.
4.3.2)
3. Some Few Customers are post graduate i.e 26%, few customer are in higher
secondary i.e 22%and some also majority customer are under graduate i.e 52%. (Table
no. 4.2.3)
4. Few customers have 10000-20000 Rs monthly income i.e 26%, very few customer
have 20000-30000 Rs monthly income i.e 11%, some few customers have less than
10000Rs monthly income i .e 22% and some also very few customer have more than
30000 Rs monthly income i.e 6%. (Table no. 4.3.4)
5. About all customers have Honda two wheeler Bike i.e 94 %. (Table no. 4.3.5)
6. Some customers have without gear two wheeler i.e 38% and some also Few customer
have gear bike i.e 27%. (Table no. 4.3.6)
7. Few customers have CB unicorm 150 i.e 32%, Very few customers have CB Shine
i.e 15%, some few customers have CB Shine Sp i.e 32%, few customers have CB
Homet i.e 15% and some also very few customers have CBR 250R i.e 4%. (Table
no.4.3.7)
8.Majority customers have Honda Activa i.e 21%, very few customers have Honda Dio
i.e 13%, very few customers have Honda Aviator i.e 7%, very few customers have
CLIQ i.e 5%, very few customers have Activa 125 i.e 8% and some also very few
customers have Grazia i.e 4% . (Table no. 4.3.8)
9. Very few customers come to know about Honda Two wheeler through T.V
advertisement i.e 8%, some few customers through Friends i.e 33%, Few customers
through Social Media i.e 17% and some also very few customesr through Newspaper
i.e 9%. (Table no. 4.3.9)

10. Majority customers says that showroom staff explains them about the features and
price in details i.e 58% and some also very few customers says they don't explain
features and price in detail i.e 7%. (Table no. 4.3.10)
11. Very Few customers consider quality service while purchasing a two wheeler i.e
17%, Some customers consider Brand Image while purchasing a two wheeler i.e 21%,
very few customers consider Low Maintenance while purchasing a two wheeler i.e 8%
and some also majority consider Low Price while purchasing a two wheeler i.e 58%.
(Table no. 4.3.11)
12. Majority customers are using Honda Bikeor Scooter for more than 2 years i.e 63%,
very few are using Honda Bike or scooter for l year 2 yeari.e 15%, very few customer
are using Honda Bike or Scooter for 6 months-l year i.e 13% and some also very few
customer are using Honda bike or scooter forless than 6 months i.e 9%. (Table no.
4.3.12)
13. Huge majority customers says that price is suitable to their budget i.e 85% and some
also very few customers says that price is not suitable to their budget while purchasing
Honda Bike i. e 5%. (Table no. 4.3.13)
14. Some customers are satisfied with pickup and performance of Honda two wheeler
i.e 41% and some also few customer are unsatisfied with pickup and performance of
Honda two wheeler i. e 24 %. (Table no.4.3.14)
15 some few customers feel Excellent driving comfort of the vehicle i.e 32%, some few
customers feel average diving comfort of the vehicle i.e 28%, very few customers feel
poor driving comfort of the vehicle i.e 3% and some also some few feel good driving
comfort of vehicle i.e 37%. (Table no. 4.3.15)
16. Some few customers says Quality and design of vehicle is Good i.e 28%, Some few
customers says Quality and design of vehicle is Excellent i.e 24%, very few customers
says Quality and design of vehicle is Average i. e 12% and some also very few
customers says Quality and design of vehicle is Poor i.e 1%. (Table no. 4.3.16)
17. Some few customers says mileage is excellent i.e 29%, few customers says mileage
is average i.e 19%, very few customers says mileage is poor i.e 3% and some also Some
customers says mileage is good i.e 49%. (Table no. 4.3.17)
18. Some few customers rates the breaking system, safety feature and storage space
of the vehicle is Good i.e 29%, Some few customers rates the breaking system , safety
feature and storage space of the vehicle is Excellent i.e 26%, rates the breaking system,
safety feature and storage space of the vehicle is Average i.e 9% and some also very
few customers rates the breaking system, safety feature and storage space of the vehicle
is Poor i.e 1%. (Table no. 4.3.18)
19. few customers says mileage is average i.e 19%, some few customer says mileage
is excellent i.e 29%, some customers says mileage is Amazing i.e 49% and some also
very few customers says mileage is Low i.e 3%.(Table no. 4.3.19)

5.2 Suggestion:-
1. The dealer should have to appoint employees with friendly attitude and good
communication to provide all over information to all type of customers.
2. The dealer should provide skill based training program for existing staff to enhance
their customer relation behavior.
3. The dealers should have to target middle class people by providing different types of
schemes and different promotional activities to attract them.
4. The dealer should suggest the organization to focus on manufacturing the electronic
vehicle to save environment.
5. To come with different color of the scooters with new models.
6. Company should maintain quality of after sale services to impress the customers.
7. To improve the design for wheels for a better road with and safety driving.
5.3 Conclusion:-
According to study it can be concluded that the majority of satisfied with the brand
customers are image, quality of service and there are some safety of the vehicle. But
limitation too regarding staff attitude and behavior. Customers are not satisfied with the
behavior of staff because they don't every provide each and information easily to the
customer. So the take organization should have to initiative to enhance attitude and
behavior of staff, the company offering is good services, which is reflected on the
satisfaction of the majority of the customer, customer are satisfied with the design of
the vehicle.

QUESTIONNAIRE
Demographic Profile:
Name:
Gender:- Male Female
Age: - Below 20 20 to 25
25 to 30 More than 30
Qualification: - Higher Secondary Under Graduated
Post Graduated
Monthly Income:-Less Than 10000 10000-20000
20000-30000 More Than 30000
1. Do you have any Honda two wheeler bikes?
A) Yes B) No
2. Which type of two wheeler do you have?
A) With Gear B) Without Gear
3. If you choose the bike with gear, which type of model do you have?
a) CB Shine b) CB Shine SP
c) CB Unicorn 150 d) CB Hornet 160R
e) CBR 250R
4) If you choose the bike without gear, which type of model do you have?
a) Activa b) Dio
c) Activa 125 d) Activa-I
e) Aviator f) Grazia
g) CLIQ
5. How do you come to know about Honda two wheelers ?
a) T.V. Advertisement b) Family members
c) Friends d) Newpaper
e) Social Media
6. Did the showroom staff explain you about the features and price in details?
a) Yes b) No

7. What are the valuable attributes you normally consider while purchasing a two
wheeler?
A) Quality service B) Low Price
C) Brand Image D) Low Maintenance
8. How long you have been using this bike or scooter?
A) Less than 6 Months B) 6 Months to 1 year
C)1 Year to 2 Year D) More than 2 Year
9. Was the price of the Honda bike or scooter suit your budget?
A) Yes B) No
10. Are you satisfied with the pickup and performance of the vehicle after use?
A) Yes B) No
11. After buying the Honda bike or scooter, what do you feel about driving comfort of
it?
A) Excellent B) Thrilling
C) Average D) Poor
12. What do you feel about quality and design of Honda vehicle?
A) Excellent B) Better
C) Average D) Poor
13.What is your opinion about mileage?
A) Excellent B) Amazing
C) Average D) Low
15. How do you feel about breaking system, safety feature and storage space of Honda
vehicle?
A) Excellent B)Wonderful
C) Average D) Dissatisfactory
16. Overall rating for Honda bike or scooter?
A) Excellent B) Quite Good
C) Average D) Poor

Bibliography
A) Website
1. https://en.wikinedia.org/wiki/Honda Motorcycle and Scooter India.com/
2.42pm (05.10.2022)
2. htps://en.wikipedia.org/wiki/Hlonda#Motorcvcles.com/
1.15pm (05.9.2022)
3. http://yes.honda.co.in/honda-motorevcle-scooter.aspx.com/
4.55 (06.9.2022)
4. httns://www.atlashonda.com.pk/organization-chart.com/
7.34pm (02.10.2022)
5. https://www.atlashonda.com.pk/board-of-directors/.com/
7.55pm (02.10.2022)
6. https://www.atlashonda.com.pk/vision-mission/.com/
9.21pm (07.10.2022)
7. http://www.wikipedia.org/wikilcustomersatisfactionaftersalesservicel.com/
03.56pm (11.01.2022)
B) Books Referred
1. Philip Kotler, "Marketing Management"
2. Philip Kotler, "Marketing Management", 10 Edition

“A STUDY OF CUSTOMER SATISFACTION TOWARDS HONDA TWO WHEELER VEHICLES WITH REFERENCE TO KANASE HONDA, SATARA”.

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“A STUDY OF CUSTOMER SATISFACTION TOWARDS HONDA TWO WHEELER VEHICLES WITH REFERENCE TO KANASE HONDA, SATARA”.