This document provides a literature review on customer relationship management (CRM) strategies in the automobile industry, specifically related to Honda Motors. It discusses how Honda uses a customer loyalty program called Good Life Passport to build relationships. It also discusses how Honda's CRM system integrates dealers to improve inventory, pricing and reduce costs. The literature highlights how Honda aims to increase sales globally and in India by 2020 through better products, distribution, CRM and after-sales service. Overall, the review examines how automobile companies like Honda, Jeep, Caterpillar and Bajaj Auto use CRM to increase customer value, loyalty, and command premium prices through effective relationships and service.
This document provides an introduction to a dissertation that will analyze customer satisfaction between legacy carrier Emirates Airlines and low-cost carriers in the UAE. The study aims to compare the operational efficiency and customer satisfaction levels between Emirates and low-cost carriers. It will examine the demographic and behavioral differences between customers that choose each type of airline. The document outlines the problem identification, objectives, hypotheses, data collection sources and analysis plan for the study.
This project report examines customer satisfaction with Honda motorcycles in a few cities. The author conducted a questionnaire and analyzed the collected information. The key findings were that customers of Honda Motorcycle and Scooter India (HMSI) are highly satisfied with its products. The report acknowledges and thanks those who supported the project, including faculty guides and Honda officials who provided information. It aims to help HMSI understand customer preferences and identify competition to expand its customer base in North Gujarat.
This document is a project report submitted by Amol Suresh Donerao to the University of Mumbai for their Master in Management Studies program. The report covers a study done at Jaya Hyundai, an automotive dealership in Nanded, India, on customer awareness and satisfaction of Hyundai Motors products. The report includes an acknowledgments section, certificate of approval, index of contents, executive summary providing an overview of the study objectives and methodology, and initial chapters covering the automobile industry profile and Jaya Hyundai company profile.
The document is a research report submitted as part of an MBA program. It analyzes the factors leading to customer preference for sedan cars in the cities of Bikaner and Nagaur in Rajasthan, India. The report includes an introduction outlining the research topic, objectives, and methodology. It also provides background information on the automobile industry and popular car models and body styles in India.
The document discusses various documents required for export and import transactions. It defines documentation and its objectives, which include reducing non-completion, foreign exchange, and financing risks. Key export documents discussed are the GR form, export license, inspection certificate, consular/legalized invoices, and certificate of origin. These regulatory documents must be submitted to comply with exporting country and importing country regulations. Operational documents like the shipping bill are also required for customs verification and record purposes.
A survey on customer satisfaction of suzuki access 125 ccProjects Kart
The document is a project report submitted for a master's degree that analyzes customer satisfaction with Suzuki's Access 125cc scooter. It includes a student declaration, examiner certification, table of contents, acknowledgements, and preface. The executive summary finds that Suzuki has increased market share and helped retain customers with the Access 125, seeing a 47.66% sales growth in December 2009. The report aims to understand customer satisfaction levels with the scooter.
Consumer satisfaction level of bajaj bike project reportBabasab Patil
This document provides an executive summary of a study on measuring customer satisfaction with Bajaj PLATINA bikes in Ilkal town. It includes sections on the industry and company profiles, objectives and scope of the study, methodology, findings and recommendations. The key findings are that most customers purchased the bike for its price and on friends' recommendations, and that the majority of customers are satisfied with the bike's price and the information provided by mechanics during delivery. The conclusion is that Bajaj PLATINA has a wide market and future potential based on its performance and the dealer's service.
Sip final project (26 7-2014)dhru moto corp,bardoli(dipak patel)Jain Monika
This document is a project report on a study of the advertising and sales promotion activities of Hero Moto Corp in the two-wheeler market. It provides background information on Hero Moto Corp, which was formerly a joint venture between Hero Cycles of India and Honda of Japan. It discusses the two-wheeler industry in India and globally. The report also describes the research methodology to be used in the study and outlines the chapters which will cover data collection, analysis, findings and conclusions.
This document provides an introduction to a dissertation that will analyze customer satisfaction between legacy carrier Emirates Airlines and low-cost carriers in the UAE. The study aims to compare the operational efficiency and customer satisfaction levels between Emirates and low-cost carriers. It will examine the demographic and behavioral differences between customers that choose each type of airline. The document outlines the problem identification, objectives, hypotheses, data collection sources and analysis plan for the study.
This project report examines customer satisfaction with Honda motorcycles in a few cities. The author conducted a questionnaire and analyzed the collected information. The key findings were that customers of Honda Motorcycle and Scooter India (HMSI) are highly satisfied with its products. The report acknowledges and thanks those who supported the project, including faculty guides and Honda officials who provided information. It aims to help HMSI understand customer preferences and identify competition to expand its customer base in North Gujarat.
This document is a project report submitted by Amol Suresh Donerao to the University of Mumbai for their Master in Management Studies program. The report covers a study done at Jaya Hyundai, an automotive dealership in Nanded, India, on customer awareness and satisfaction of Hyundai Motors products. The report includes an acknowledgments section, certificate of approval, index of contents, executive summary providing an overview of the study objectives and methodology, and initial chapters covering the automobile industry profile and Jaya Hyundai company profile.
The document is a research report submitted as part of an MBA program. It analyzes the factors leading to customer preference for sedan cars in the cities of Bikaner and Nagaur in Rajasthan, India. The report includes an introduction outlining the research topic, objectives, and methodology. It also provides background information on the automobile industry and popular car models and body styles in India.
The document discusses various documents required for export and import transactions. It defines documentation and its objectives, which include reducing non-completion, foreign exchange, and financing risks. Key export documents discussed are the GR form, export license, inspection certificate, consular/legalized invoices, and certificate of origin. These regulatory documents must be submitted to comply with exporting country and importing country regulations. Operational documents like the shipping bill are also required for customs verification and record purposes.
A survey on customer satisfaction of suzuki access 125 ccProjects Kart
The document is a project report submitted for a master's degree that analyzes customer satisfaction with Suzuki's Access 125cc scooter. It includes a student declaration, examiner certification, table of contents, acknowledgements, and preface. The executive summary finds that Suzuki has increased market share and helped retain customers with the Access 125, seeing a 47.66% sales growth in December 2009. The report aims to understand customer satisfaction levels with the scooter.
Consumer satisfaction level of bajaj bike project reportBabasab Patil
This document provides an executive summary of a study on measuring customer satisfaction with Bajaj PLATINA bikes in Ilkal town. It includes sections on the industry and company profiles, objectives and scope of the study, methodology, findings and recommendations. The key findings are that most customers purchased the bike for its price and on friends' recommendations, and that the majority of customers are satisfied with the bike's price and the information provided by mechanics during delivery. The conclusion is that Bajaj PLATINA has a wide market and future potential based on its performance and the dealer's service.
Sip final project (26 7-2014)dhru moto corp,bardoli(dipak patel)Jain Monika
This document is a project report on a study of the advertising and sales promotion activities of Hero Moto Corp in the two-wheeler market. It provides background information on Hero Moto Corp, which was formerly a joint venture between Hero Cycles of India and Honda of Japan. It discusses the two-wheeler industry in India and globally. The report also describes the research methodology to be used in the study and outlines the chapters which will cover data collection, analysis, findings and conclusions.
This document provides an overview of a research proposal on consumer attitudes towards performance two-wheelers from Hero, Bajaj, and TVS. The proposal discusses the two-wheeler industry in India, reviews literature on consumer buying behavior, and outlines the objectives, methodology, and chapter structure of the proposed research. Key areas of focus will include identifying criteria considered by consumers when purchasing motorcycles and measuring current buying patterns for Hero Honda bikes.
This document is a project report submitted by Bhargava SaiKumar Sudikonda to TVS Motor Company as part of an internship. The report analyzes competitors of TVS Jupiter scooter and customer reservations about purchasing the Jupiter in Vijayawada and Guntur regions. The objective is to make recommendations to increase Jupiter sales. Mystery shopping and customer surveys were conducted to understand factors influencing scooter purchase decisions. Key findings include low brand image for TVS, less awareness of Jupiter compared to Activa, limited sales executive knowledge, and the importance of showroom ambience. Recommendations focus on improving sales executive product knowledge and changing marketing strategy from push to pull.
Bajaj Auto is an Indian automotive manufacturer founded in 1945 that initially sold imported two- and three-wheelers. It is now the fourth largest motorcycle manufacturer globally and has a dominant presence in several international markets. The company aims to deliver high customer satisfaction while maintaining acceptable satisfaction among other stakeholders like employees and investors. Measuring customer satisfaction regularly through surveys is important for customer retention and loyalty. While customer satisfaction is a goal, excessive focus could divert funds from other priorities or reduce profitability.
This document is a dissertation report submitted for a Master's degree in Business Administration. It provides an overview of the automobile industry and Mahindra & Mahindra, focusing on their Bolero model. The objectives are to analyze customer satisfaction with the Bolero and employee satisfaction at Mahindra. Primary and secondary research was conducted through questionnaires and existing sources. The findings and recommendations aim to help Mahindra increase market share and satisfaction.
This document is a summer training project report submitted by Akash Singh on three-wheeler load carriers for Scooters India Ltd. It includes an introduction to the automotive industry and three-wheeler market in India. It also provides a history of Scooters India Ltd dating back to 1972 and discusses the company's products and vision. Market size data is presented for the automotive and three-wheeler industries in India from 2015-2017, showing growth.
This document provides an overview of Honda Cars India Ltd (HCIL), including its history, facilities, production details, product range, sales network, and environmental initiatives. HCIL was established in 1995 as a joint venture between Honda Motor Company and Usha International, becoming a fully owned Honda subsidiary in 2012. It operates two manufacturing plants in Greater Noida and Bhiwadi with a total annual capacity of 240,000 units. HCIL's product range includes models like the Brio, Jazz, Amaze, City, Mobilio, BR-V, and CR-V. It has a sales network of 309 dealerships across 197 cities.
Customer perception @ bijjaragi motors mba project reportBabasab Patil
The document discusses a study of customer perception and loyalty towards Bijjaragi Motors in Bijapur, Karnataka. It provides background on the automobile industry in India and Tata Motors. Bijjaragi Motors is a Tata Motors dealership that sells various Tata vehicle models. The study aims to understand customer awareness, opinions, and factors influencing vehicle purchases from Bijjaragi Motors. A survey was conducted through questionnaires with 50 potential customers in Bijapur district to collect primary data for the study.
The document is a summer training project report submitted by Akash Singh for his MBA program. It discusses his summer training project at Scooters India Ltd in Lucknow, India. The report includes an introduction to the company's history and production of various three-wheeler models. It also provides an executive summary and table of contents that outline the topics to be discussed in the report such as the company profile, objectives, methodology, findings and recommendations.
This document is the annual report of Hero MotoCorp for fiscal year 2010-2011. It discusses Hero MotoCorp's transition from being a partnership with Honda to becoming an independent company. It highlights the company's new corporate identity and vision to become a global leader in motorcycle mobility solutions. It also briefly outlines the company's financial performance for the year, including record sales of over 5.4 million two-wheelers and total net income of Rs. 19,670 crore, representing strong 5-year growth rates.
A project report on measuring customer satisfaction level and sales promotion...Projects Kart
This document is a summer training project report on measuring customer satisfaction levels and sales promotion at Yamaha in Lakhimpur and Unnao, India. It provides an industry profile of the two-wheeler automobile sector in India, including market share statistics and production trends over recent years. It also includes a competitors analysis and SWOT analyses of the two-wheeler industry and Yamaha India. The report is submitted in partial fulfillment of an MBA degree and covers topics such as customer surveys, hypotheses testing, and recent/future Yamaha launches.
This document provides a summary of a summer training synopsis conducted at Tata Motors on sales promotion and marketing research. It includes an introduction to Tata Motors detailing its products, operations, and subsidiaries. It then describes the objectives and methodology of the summer training project which involved primary data collection through interviews and observations at Tata Motors dealerships to understand customer satisfaction, purchase experiences, and recommendations for improvement. Literature on the Indian automobile industry is also reviewed to provide context. The synopsis concludes with a bibliography.
Comparative study of maruti suzuki and tata motors with reference to after sa...GANESH AWATADE
This document provides an overview of Maruti Suzuki India Ltd, the largest automobile manufacturer in India. Some key points:
- Maruti Suzuki is a joint venture between the Indian government and Japanese company Suzuki Motor Corporation.
- It has the largest market share in India at 37% and is the market leader in passenger vehicles.
- The company produces a wide range of vehicles from small hatchbacks to sedans and SUVs. It has a large sales and service network across India.
- In addition to manufacturing and sales, Maruti Suzuki also provides financing, insurance, and sells used vehicles to support its customers.
CEAT is one of the largest tyre manufacturers in India established in 1958. It produces approximately 95,000 tires per day across various vehicle types. The company has a market share of 28-30% in the two-wheeler segment, 13-14% in the passenger car radial segment, and smaller shares in other segments. CEAT has expanded production capacity across categories through investments in new plants and expansions. Key financial and operational information is provided for the years 2018-2021 with details on market conditions, growth drivers, new initiatives and investments by CEAT.
This document provides a project report on studying consumer expectations for the Suzuki Access 125cc scooter in Latur, India. It includes an introduction, objectives, company and industry profiles, product profile, research methodology, data analysis and findings, suggestions, and conclusions. The research found that Suzuki's launch of the Access 125 increased its market share by attracting new customers and retaining existing ones. Suzuki saw a 47.66% sales growth in December 2009 compared to the previous year due to the positive response to new products like the Access 125. The study helps Suzuki understand customer perceptions of the Access 125 and its awareness level in Latur to gain market share.
The document provides background information on Scooters India Limited (SIL), a three-wheeler manufacturing company located in Lucknow, India. It discusses SIL's history, starting production of scooters in 1975 and later focusing solely on three-wheelers. It also provides context on the Indian automotive industry and three-wheeler market, noting that India has the largest three-wheeler industry globally with over 900,000 units produced annually. The document serves as an introduction to SIL and the three-wheeler industry for a student's summer training project report on customer satisfaction of SIL's three-wheelers.
This document is a summer training report submitted by Saurabh Khurana, a mechanical engineering student at SRM University, for his internship at Honda Motorcycle and Scooter India Private Limited (HMSI). The report contains an introduction to HMSI, including its history, products, management structure, and facilities. It also describes the plant layout and production flow at HMSI. The report is divided into several chapters that will cover topics like the paint department processes, a project on direct pass ratio, and conclusions from the training.
A project report on brand image of motorcycles and the colour survey for the ...Projects Kart
This document appears to be a research report submitted by a student for their industry project. It includes an executive summary that provides an overview of the motorcycle industry and market share of major companies in India. It then discusses the research methodology used for the project, which involved a survey of 345 motorcycle customers in Delhi and surrounding areas to understand brand image, color preferences, and other factors. The document outlines the problem definition, research design, sample design and size, scope and limitations of the study. It also includes sections on the industry and company profiles, with details on Yamaha's operations and products in India.
The document outlines a study on customer satisfaction towards Hero Moto Corp in Aligarh, India, including an introduction to the company, objectives to identify factors influencing customer satisfaction and analyze after-sales service, and a literature review on related customer satisfaction research. The methodology section describes a sample of 50 customers who will be surveyed using questionnaires and interviews to collect primary data to meet the objectives.
Abhishek MARKETING STRATEGIES and sales HONDA PRODUCTS & SERVICES.pdfAbhinaynathDwivedi1
The document provides an overview of Honda Motor Company, describing its founding in 1948, current operations with over 200,000 employees and annual sales of over $80 billion, and strategic vision to enrich society through corporate participation and philanthropy. It also outlines Honda's philosophy, management policies, and milestones in becoming a global leader in automobiles and motorcycles through quality products and innovation.
The document provides background information on the history and development of motorcycles. Some key points:
1. The first motor tricycle was built in 1884 in England. Early gasoline motorcycles were developed in Germany and France in the 1880s-1890s.
2. Motorcycle popularity grew after 1910, especially during WWI when they were used by armed forces for dispatching. Interest continued after WWI until the Great Depression. Another revival occurred after WWII.
3. Today's competitive motorcycle market includes models from India and global collaborations focusing on features like technology, efficiency and styling. Several pioneering motorcycle brands from the late 19th/early 20th century are mentioned.
4. The two
project report on mahindra and mahindraamit prasad
The document discusses Yogesh Kumar's project report on his industrial training at Mahindra & Mahindra, which was submitted in partial fulfillment of the requirements for a Bachelor of Technology degree. It includes declarations by Yogesh Kumar and his supervisor, as well as acknowledgements and a table of contents outlining the chapters to be included in the report. The report will cover Yogesh Kumar's experience during his industrial training at Mahindra & Mahindra and analyze various aspects of the company.
A study on brand awarness of cbr 250 r in jsp honda pvt.ltdPrasath Panneer
This document is a project report submitted for the completion of a Bachelor's degree in Business Administration. It examines the brand awareness of the Honda CBR 250R motorcycle in India. The report includes an introduction providing background on the motorcycle industry in India and Honda. It then covers a literature review on brand awareness and positioning, the research methodology used in the study, an analysis of survey results on consumer awareness and perceptions of the CBR 250R, and conclusions and recommendations from the findings. The overall purpose is to assess brand awareness and consumer response to the CBR 250R motorcycle among Indian customers.
This document provides an overview of a research proposal on consumer attitudes towards performance two-wheelers from Hero, Bajaj, and TVS. The proposal discusses the two-wheeler industry in India, reviews literature on consumer buying behavior, and outlines the objectives, methodology, and chapter structure of the proposed research. Key areas of focus will include identifying criteria considered by consumers when purchasing motorcycles and measuring current buying patterns for Hero Honda bikes.
This document is a project report submitted by Bhargava SaiKumar Sudikonda to TVS Motor Company as part of an internship. The report analyzes competitors of TVS Jupiter scooter and customer reservations about purchasing the Jupiter in Vijayawada and Guntur regions. The objective is to make recommendations to increase Jupiter sales. Mystery shopping and customer surveys were conducted to understand factors influencing scooter purchase decisions. Key findings include low brand image for TVS, less awareness of Jupiter compared to Activa, limited sales executive knowledge, and the importance of showroom ambience. Recommendations focus on improving sales executive product knowledge and changing marketing strategy from push to pull.
Bajaj Auto is an Indian automotive manufacturer founded in 1945 that initially sold imported two- and three-wheelers. It is now the fourth largest motorcycle manufacturer globally and has a dominant presence in several international markets. The company aims to deliver high customer satisfaction while maintaining acceptable satisfaction among other stakeholders like employees and investors. Measuring customer satisfaction regularly through surveys is important for customer retention and loyalty. While customer satisfaction is a goal, excessive focus could divert funds from other priorities or reduce profitability.
This document is a dissertation report submitted for a Master's degree in Business Administration. It provides an overview of the automobile industry and Mahindra & Mahindra, focusing on their Bolero model. The objectives are to analyze customer satisfaction with the Bolero and employee satisfaction at Mahindra. Primary and secondary research was conducted through questionnaires and existing sources. The findings and recommendations aim to help Mahindra increase market share and satisfaction.
This document is a summer training project report submitted by Akash Singh on three-wheeler load carriers for Scooters India Ltd. It includes an introduction to the automotive industry and three-wheeler market in India. It also provides a history of Scooters India Ltd dating back to 1972 and discusses the company's products and vision. Market size data is presented for the automotive and three-wheeler industries in India from 2015-2017, showing growth.
This document provides an overview of Honda Cars India Ltd (HCIL), including its history, facilities, production details, product range, sales network, and environmental initiatives. HCIL was established in 1995 as a joint venture between Honda Motor Company and Usha International, becoming a fully owned Honda subsidiary in 2012. It operates two manufacturing plants in Greater Noida and Bhiwadi with a total annual capacity of 240,000 units. HCIL's product range includes models like the Brio, Jazz, Amaze, City, Mobilio, BR-V, and CR-V. It has a sales network of 309 dealerships across 197 cities.
Customer perception @ bijjaragi motors mba project reportBabasab Patil
The document discusses a study of customer perception and loyalty towards Bijjaragi Motors in Bijapur, Karnataka. It provides background on the automobile industry in India and Tata Motors. Bijjaragi Motors is a Tata Motors dealership that sells various Tata vehicle models. The study aims to understand customer awareness, opinions, and factors influencing vehicle purchases from Bijjaragi Motors. A survey was conducted through questionnaires with 50 potential customers in Bijapur district to collect primary data for the study.
The document is a summer training project report submitted by Akash Singh for his MBA program. It discusses his summer training project at Scooters India Ltd in Lucknow, India. The report includes an introduction to the company's history and production of various three-wheeler models. It also provides an executive summary and table of contents that outline the topics to be discussed in the report such as the company profile, objectives, methodology, findings and recommendations.
This document is the annual report of Hero MotoCorp for fiscal year 2010-2011. It discusses Hero MotoCorp's transition from being a partnership with Honda to becoming an independent company. It highlights the company's new corporate identity and vision to become a global leader in motorcycle mobility solutions. It also briefly outlines the company's financial performance for the year, including record sales of over 5.4 million two-wheelers and total net income of Rs. 19,670 crore, representing strong 5-year growth rates.
A project report on measuring customer satisfaction level and sales promotion...Projects Kart
This document is a summer training project report on measuring customer satisfaction levels and sales promotion at Yamaha in Lakhimpur and Unnao, India. It provides an industry profile of the two-wheeler automobile sector in India, including market share statistics and production trends over recent years. It also includes a competitors analysis and SWOT analyses of the two-wheeler industry and Yamaha India. The report is submitted in partial fulfillment of an MBA degree and covers topics such as customer surveys, hypotheses testing, and recent/future Yamaha launches.
This document provides a summary of a summer training synopsis conducted at Tata Motors on sales promotion and marketing research. It includes an introduction to Tata Motors detailing its products, operations, and subsidiaries. It then describes the objectives and methodology of the summer training project which involved primary data collection through interviews and observations at Tata Motors dealerships to understand customer satisfaction, purchase experiences, and recommendations for improvement. Literature on the Indian automobile industry is also reviewed to provide context. The synopsis concludes with a bibliography.
Comparative study of maruti suzuki and tata motors with reference to after sa...GANESH AWATADE
This document provides an overview of Maruti Suzuki India Ltd, the largest automobile manufacturer in India. Some key points:
- Maruti Suzuki is a joint venture between the Indian government and Japanese company Suzuki Motor Corporation.
- It has the largest market share in India at 37% and is the market leader in passenger vehicles.
- The company produces a wide range of vehicles from small hatchbacks to sedans and SUVs. It has a large sales and service network across India.
- In addition to manufacturing and sales, Maruti Suzuki also provides financing, insurance, and sells used vehicles to support its customers.
CEAT is one of the largest tyre manufacturers in India established in 1958. It produces approximately 95,000 tires per day across various vehicle types. The company has a market share of 28-30% in the two-wheeler segment, 13-14% in the passenger car radial segment, and smaller shares in other segments. CEAT has expanded production capacity across categories through investments in new plants and expansions. Key financial and operational information is provided for the years 2018-2021 with details on market conditions, growth drivers, new initiatives and investments by CEAT.
This document provides a project report on studying consumer expectations for the Suzuki Access 125cc scooter in Latur, India. It includes an introduction, objectives, company and industry profiles, product profile, research methodology, data analysis and findings, suggestions, and conclusions. The research found that Suzuki's launch of the Access 125 increased its market share by attracting new customers and retaining existing ones. Suzuki saw a 47.66% sales growth in December 2009 compared to the previous year due to the positive response to new products like the Access 125. The study helps Suzuki understand customer perceptions of the Access 125 and its awareness level in Latur to gain market share.
The document provides background information on Scooters India Limited (SIL), a three-wheeler manufacturing company located in Lucknow, India. It discusses SIL's history, starting production of scooters in 1975 and later focusing solely on three-wheelers. It also provides context on the Indian automotive industry and three-wheeler market, noting that India has the largest three-wheeler industry globally with over 900,000 units produced annually. The document serves as an introduction to SIL and the three-wheeler industry for a student's summer training project report on customer satisfaction of SIL's three-wheelers.
This document is a summer training report submitted by Saurabh Khurana, a mechanical engineering student at SRM University, for his internship at Honda Motorcycle and Scooter India Private Limited (HMSI). The report contains an introduction to HMSI, including its history, products, management structure, and facilities. It also describes the plant layout and production flow at HMSI. The report is divided into several chapters that will cover topics like the paint department processes, a project on direct pass ratio, and conclusions from the training.
A project report on brand image of motorcycles and the colour survey for the ...Projects Kart
This document appears to be a research report submitted by a student for their industry project. It includes an executive summary that provides an overview of the motorcycle industry and market share of major companies in India. It then discusses the research methodology used for the project, which involved a survey of 345 motorcycle customers in Delhi and surrounding areas to understand brand image, color preferences, and other factors. The document outlines the problem definition, research design, sample design and size, scope and limitations of the study. It also includes sections on the industry and company profiles, with details on Yamaha's operations and products in India.
The document outlines a study on customer satisfaction towards Hero Moto Corp in Aligarh, India, including an introduction to the company, objectives to identify factors influencing customer satisfaction and analyze after-sales service, and a literature review on related customer satisfaction research. The methodology section describes a sample of 50 customers who will be surveyed using questionnaires and interviews to collect primary data to meet the objectives.
Abhishek MARKETING STRATEGIES and sales HONDA PRODUCTS & SERVICES.pdfAbhinaynathDwivedi1
The document provides an overview of Honda Motor Company, describing its founding in 1948, current operations with over 200,000 employees and annual sales of over $80 billion, and strategic vision to enrich society through corporate participation and philanthropy. It also outlines Honda's philosophy, management policies, and milestones in becoming a global leader in automobiles and motorcycles through quality products and innovation.
The document provides background information on the history and development of motorcycles. Some key points:
1. The first motor tricycle was built in 1884 in England. Early gasoline motorcycles were developed in Germany and France in the 1880s-1890s.
2. Motorcycle popularity grew after 1910, especially during WWI when they were used by armed forces for dispatching. Interest continued after WWI until the Great Depression. Another revival occurred after WWII.
3. Today's competitive motorcycle market includes models from India and global collaborations focusing on features like technology, efficiency and styling. Several pioneering motorcycle brands from the late 19th/early 20th century are mentioned.
4. The two
project report on mahindra and mahindraamit prasad
The document discusses Yogesh Kumar's project report on his industrial training at Mahindra & Mahindra, which was submitted in partial fulfillment of the requirements for a Bachelor of Technology degree. It includes declarations by Yogesh Kumar and his supervisor, as well as acknowledgements and a table of contents outlining the chapters to be included in the report. The report will cover Yogesh Kumar's experience during his industrial training at Mahindra & Mahindra and analyze various aspects of the company.
A study on brand awarness of cbr 250 r in jsp honda pvt.ltdPrasath Panneer
This document is a project report submitted for the completion of a Bachelor's degree in Business Administration. It examines the brand awareness of the Honda CBR 250R motorcycle in India. The report includes an introduction providing background on the motorcycle industry in India and Honda. It then covers a literature review on brand awareness and positioning, the research methodology used in the study, an analysis of survey results on consumer awareness and perceptions of the CBR 250R, and conclusions and recommendations from the findings. The overall purpose is to assess brand awareness and consumer response to the CBR 250R motorcycle among Indian customers.
A study on brand awarness of cbr 250 r in jsp honda pvt.ltdPrasath Panneer
This document appears to be a student project report on conducting a brand awareness study of the Honda CBR 250R motorcycle in India. It includes sections on the introduction, objectives of the study, company and industry profiles, literature review, research methodology, data analysis and findings. The study was conducted to understand consumer awareness and perceptions of the CBR 250R brand in India, with the objectives of analyzing brand recall, attributes known, information sources, purchase considerations, expectations and satisfaction levels.
“BRAND PREFERENCE OF CONSUMER TOWARDS HONDA WITH RESPECT TO TWO-WHEELER BIKES”GANESH AWATADE
The two-wheeler industry in India began in the 1950s and has since grown to make India the largest producer and market for two-wheelers globally. The growth is owed to factors like restrictive car policies, rising demand for personal transport, and inefficiencies in public transit. The industry has expanded from early manufacturers like Automobile Products of India to major players today like Hero MotoCorp, Bajaj, and TVS Motors. The introduction of fuel-efficient motorcycles from Japanese companies in the 1980s further accelerated demand. Currently, the Indian market is dominated by domestic brands producing affordable motorcycles and scooters.
This document provides information about Indian Oil Corporation Limited (IOCL), India's largest commercial enterprise. It discusses IOCL's history, vision, mission, values, operations, and financial performance for 2016-2017. Some key details include:
- IOCL was formed in 1964 through the merger of two public sector companies and today has a network spanning the country.
- Its vision is to be a major diversified, trans-national energy company playing a role in India's oil security and public distribution.
- In 2016-2017, IOCL had sales of Rs. 4,38,710 crore and profits of Rs. 19,106 crore.
- It owns and operates 11 of India
Mahindra & Mahindra (M&M) is the leading manufacturer of multi-utility vehicles in India. The company started manufacturing commercial vehicles in 1945 and is now the world's sixth largest medium and heavy commercial vehicle manufacturer. The document discusses M&M's history and product portfolio. It also describes the research methodology used in a study on customer satisfaction with M&M vehicles, which involved collecting primary and secondary data through questionnaires and interviews with 150 people in Deoghar, Jharkhand. The conclusions indicate that most customers are satisfied with M&M's vehicle designs and facilities compared to other brands.
The document provides an overview of the automobile industry in India. It discusses key aspects of the industry including market analysis, investments, employment opportunities and trends. The industry is growing rapidly due to factors such as increased affordability, demand for fuel efficient vehicles, and government support. The industry employs over 80 lakh people currently and is expected to provide employment to over 25 million people by 2016. Major global automakers are investing heavily in India and see it as an important future market.
This document provides a summary of a project report that analyzes consumer satisfaction between Bajaj and Hero Motor Corp. It begins with an introduction and acknowledgments. It then discusses the history and profiles of both Bajaj and Hero Motor Corp. A SWOT analysis is performed for both companies. The objectives and scope of the study are outlined. The methodology section discusses the systematic steps that will be taken to solve the research problem. In summary, the document outlines the background and approach to a comparative study of consumer satisfaction for two major Indian motorcycle manufacturers.
The document provides an overview of Hi-Tech Arai Pvt Ltd, an Indian auto ancillary company located in Madurai. It discusses the company's profile, mission, vision, quality and environmental policies. Key details include that Hi-Tech Arai was founded in 1985 and entered a technical collaboration with Japanese companies Arai Seisakusho and Mitsubishi Corporation in 1987. It has expanded significantly over the years and owns multiple manufacturing units producing automotive components like oil seals, O-rings, and reed valves. The company aims to be a market leader and preferred supplier to customers through achieving high quality and on-time deliveries while maintaining environmentally friendly processes.
Consumer perception of light motorcycleSubhankar Das
This document provides an overview of the automobile industry in India, with a focus on the two-wheeler segment. It discusses the historical dominance of scooters in the 1950s by companies like API and Bajaj. In the 1980s, Japanese companies like Hero Honda and TVS Suzuki entered through collaborations and introduced new 100cc bike technologies. These fuel-efficient bikes became hugely popular among India's growing middle class. Liberalization policies in the 1990s further boosted the industry through increased foreign investment. Today, two-wheelers form the backbone of India's automobile industry, led by market leader Hero Honda.
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1. 1
A
COMPREHENSIVE PROJECT REPORT
ON
“A STUDY ON CUSTOMER SATISFACTION TOWARDS HONDA ACTIVA”
SUBMITTED TO
PARUL INSTITUDE OF MANAGEMENT AND RESEARCH
IN PARTIAL FULFILLMENT OF THE
REQUIREMENT OF THE AWARD FOR THE DEGREE OF
MASTER OF BUSINESS ADMINISTRATION
In
GUJARAT TECHNOLOGICAL UNIVERSITY
UNDER THE GUIDANCE OF
PROF. SWAPNEEL TANK
SUBMITTED BY:
RANPARIYA HARDIK B. (137110592186)
CHAUHAN VIKRAM R. (137110592026)
MBA SEMESTER III
PARUL INSTITUDE OF MANAGEMENT AND RESEARCH
MBA PROGRAMME
AFFILIATED TO GUJARAT TECHNOLOGICAL UNIVERSITY
AHMADABAD
DECEMBER - 2014
2. 2
COMPANY CERTIFICATE
“This is certified that Mr. Hardik Ranpariya (137110592186) and Mr. Vikram
Chauhan (137110592026) from Parul institute of management and research,
have Activaried out the research on the subject titled “A STUDY ON
CUSTOMER SATISFACTION TOWARDS HONDA ACTIVA” at this company
under the supervision of Mitesh Zalavadiya from October to November I also
certify that, the above mentioned students have Activaried the research work
satisfactory.
3. 3
STUDENTS’ DECLARATION
We, Hardik Ranpariya and Vikram Chauhan, hereby declare that the
report for Comprehensive Project entitled “A STUDY ON CUSTOMER
SATISFACTION TOWARDS HONDA ACTIVA” is a result of our own work
and our indebtedness to other work publications, references, if any, have
been duly acknowledged.
Place : (Signature)
Date : (Name of Student)
4. 4
INSTITUTE’S CERTIFICATE
“Certified that this Comprehensive Project Report Titled “A STUDY ON
CUSTOMER SATISFACTION TOWARDS HONDA ACTIVA” is the bonafide
work of Mr. Hardik Ranpariya (137110592186) and Mr. Vikram Chauhan
(137110592026), who Activaried out the research under my supervision. I
also certify further, that to the best of my knowledge the work reported herein
does not form part of any other project report or dissertation on the basis of
which a degree or award was conferred on an earlier occasion on this or any
other candidate.
(Signature of the Faculty Guide)
(Name and Designation of Guide)
5. 5
PREFACE
Today we are at the doorstep of 21st century; competition at various
levels is increasing day by day. New and new developments are taking
place these days in all fields all over India to make the life of the people
more comfortable and luxurious.
Thus in order to survive in market one should have practical as well as
theoretical knowledge about all different fields existing I market.
MBA education brings its students in direct contact with the real
corporate world through industrial training. The MBA program provides its
students with an in depth study of various managerial activities that are
performed in any organization.
6. 6
ACKNOWLEDGEMENT
Firstly, we would like to thank the almighty GOD, who bestowed upon
us this opportunity for working on this project and generated the capacity to
successfully complete the project.
We are extremely indebted to our project mentor Prof. Swapneel Tank
for her valuable suggestions and guidance, which ensured an in-depth
learning and understanding of the concepts. Her inputs from past experiences
and practical interpretation of the problem helped us a lot in comprehending
the requirements of the project. This ensured great learning for us. She was
always helpful enough & was always able to take out some time off his busy
schedule to guide us in this project. Lastly, we say we are lucky enough that
we trained under her!
We would also like to extend our thanks to all the respondents who spared
their valuable time and helped us in filling up the questionnaire by providing
the needed information. Lastly, we would like to thanks all of those who have
helped to furnish this research successfully.
Lastly, we would like to thank our parents for their moral support and our
friends with whom we shared our day-to-day experience and received lots of
suggestions that improved my quality of work.
7. 7
TABLE OF CONTENTS
SR. No. PARTICULARS PAGE NO.
PART – I GENERAL INFORMATION
1 About the Company
Overview of World Market
Overview of Indian Market
Growth of the Company
8
9
10
11
2 About major Companies in the Industry 12
3 Product Profile 13
PART – II PRIMARY STUDY
4 Introduction of the Study
4.1 Literature Review
4.2 Background of the Study
4.3 Problem Statement of the Study
4.4 Objectives of the Study
4.5 Hypothesis
14
15
16
19
20
21
5 Research Methodology
5.1 Research Design
5.2 Sources of Data
5.3 Data Collection Method
5.4 Population
5.5 Sampling Method
5.6 Sampling Frame
5.7 Data Collection Instrument
23
23
24
24
24
25
25
6 Data analysis and interpretation
7 Result and finding 26
8 Limitation of the study
Conclusion
Annexure
Bibliography
8. 8
ABOUT THE COMPANY
Honda has been the world's largest motorcycle manufacturer since
1959, as well as the world's largest manufacturer of internal combustion
engines measured by volume, producing more than 14 million internal
combustion engines each year. Honda surpassed Nissan in 2001 to become
the second-largest Japanese automobile manufacturer. As of August 2008,
Honda surpassed Chrysler as the fourth largest automobile manufacturer in
the United States. Honda is the sixth largest automobile manufacturer in the
world.
Honda was the first Japanese automobile manufacturer to release a
dedicated luxury brand, Acura, in 1986. Aside from their core automobile and
motorcycle businesses, Honda also manufactures garden equipment, marine
engines, personal watercraft and power generators, amongst others. Since
1986, Honda has been involved with artificial intelligence/robotics research
and released their ASIM Orobot in 2000. They have also ventured into
aerospace with the establishment of GE Honda Aero Engines in 2004 and
the Honda HA-420 HondaJet, scheduled to be released in 2011. Honda
spends about 5% of its revenues into R&D.
9. 9
OVERVIEW OF WORLD MARKET
Honda is the largest motorcycle manufacturer in Japan and has been
since it started production in 1955. At its peak in 1982, Honda manufactured
almost three million motorcycles annually. By 2006 this figure had reduced to
around 550,000 but was still higher than its three domestic competitors.
During the 1960s, when it was a small manufacturer, Honda broke out of the
Japanese motorcycle market and began exporting to the U.S. Working with
the advertising agency Grey Advertising, Honda created an innovative
marketing campaign, using the slogan "You meet the nicest people on a
Honda." In contrast to the prevailing negative stereotypes of motorcyclists in
America as tough, antisocial rebels, this campaign suggested that Honda
motorcycles were made for the everyman. The campaign was hugely
successful; the ads ran for three years, and by the end of 1963 alone, Honda
had sold 90,000 motorcycles.
Taking Honda's story as an archetype of the smaller manufacturer
entering a new market already occupied by highly dominant competitors, the
story of their market entry, and their subsequent huge success in the U.S. and
around the world, has been the subject of some academic controversy.
Competing explanations have been advanced to explain Honda's strategy and
the reasons for their success.
The first of these explanations was put forward when, in 1975, Boston
Consulting Group (BCG) was commissioned by the UK government to write a
report explaining why and how the British motorcycle industry had been out-
competed by its Japanese competitors. The report concluded that the
Japanese firms, including Honda, had sought a very high scale of production
(they had made a large number of motorbikes) in order to benefit from
economies of scale and learning curve effects. It blamed the decline of the
British motorcycle industry on the failure of British managers to invest enough
in their businesses to profit from economies of scale and scope.
10. 10
OVERVIEW OF INDIAN MARKET
Honda Motor Corp Ltd. India Limited has recently introduced its first
ever MPV model, Mobile for the Indian automobile market. It has introduced
the vehicle in three trim levels with both petrol and diesel engine options. At
the same time, it also rolled out the RS variant that is available with a diesel
engine option only. However, it has stated that the deliveries of this sportier
version will begin from the coming month.
Now, it has also introduced V Option and RS Option variants in its
series with a few additional features. These aspects include Audio Video
Navigation system featuring 15.7cm touch screen display, rear parking
camera and woody interior panels. The petrol variants are powered by a 1.5-
litre, i-VTEC engine, which is capable of producing 118bhp in combination
with peak torque of 145Nm. On the other hand, the diesel version is equipped
with a fuel efficient 1.5-litre, i-DTEC motor that belts out a peak power of
98.6bhp, while generating 200Nm. This motor can produce an impressive
mileage of 24.2 Kmpl.
This vehicle is also blessed with crucial safety aspects like airbags for
front passengers, pedestrian injury mitigation technology and ACE (Advanced
Compatibility Engineering). The Activa maker is offering the anti-lock braking
system with electronic brake force distribution as standard for all the diesel
variants.
11. 11
GROWTH OF THE COMPANY
Over the next five years, the analysts that follow this company are
expecting it to grow earnings at an average annual rate of 10.87%. This
year, analysts are forecasting earnings decrease of -5.45% over last year.
Analysts expect earnings growth next year of 17.29% over this year's
forecasted earnings.
Honda Activa has once again topped the sales charts in the Indian two
wheeler industry, achieving highest sales for the third time in the last
eleven months amongst all two wheelers in the country.
In July 2014, Honda Activa sold 1,91,883 units and achieved year-on-year
growth of 64 per cent from July 2013 to July 2014. This is commendable,
and quite a task to outsell market leader Hero MotoCorp’s Splendor
motorcycle, which has been the favourite and highest selling two wheeler
for many years.
12. 12
ABOUT MAJOR COMPANIES IN THE INDUSTRY
The Two Wheelers Manufacturers in India, at present are doing good
business. The growth of the two wheelers sector was noteworthy in the past
few years. In the period 2006 - 07 the total number of the two wheelers and
three wheelers produced in India, were around 9 million. The sales pertaining
to two wheelers in the period 2006 - 07 was 7,857,548, which was a growth of
11.41 %. In the same period the motorcycle exports from India was 321,321
units.
TWO WHEELER MANUFACTURER :
TVS Motor Company
Honda Motors Ltd.
Royal Enfield Motors India Ltd.
YAMAHA Motor India Pvt. Ltd.
Bajaj Auto Ltd.
Suzuki Motor Corporation
LML (India) Ltd.
Kinetic Motor Co. Ltd.
Hero Motor Corp Pvt. Ltd.
13. 13
PRODUCT PROFILE
Name : Honda Activa
Manufacturer : Honda Motorcycle and Scooter India
Production : 2001-Present
Engine : 102 cc 4-stroke, single-cylinder, air-cooled
Power : 7 bhp (5.2 kW) or 8 bhp (5.71 KW) in 2009 mode
Brakes : rum, 130mm (front & rear) with CBS
Wheelbase : 1,238 mm
Dimensions : L: 1,761 mm, W: 710 mm, H: 1,147 mm
Seat height : 765 mm
Fuel capacity : 5.75 l or 5.3 l in 2009 model
14. 14
INTRODUCTION OF THE STUDY
The two wheeler industry has been going steadily over the years all
over the world. India is not an exception for that. Today India is the second
largest manufactures of two wheelers in the world. It stands next only to
Japan and China in terms of number of two wheelers produced and sold. Until
1990 geared scooters dominated the two wheelers market so much so that
their sales equalled the combined sales of Motor cycles and Mopeds.
Today the customer preferences have shifted from geared scooters to
motorcycles and also to an extent to the premium end scooters. With rising
fuel cost and more recently stringent emission norms imposed by the
government, there is a distinct consumer preference for high efficiency. The
Honda story is the story of one man, Soichiro Honda, and his unparalleled
achievement of bringing motor cycles to the masses. Soichiro Honda was a
racer, a businessman, and a manufacturer.
But most of all he was a dreamer. He dreamed of a better way of
making piston rings, founded a small company, and began production. He
dreamed of giving people everywhere an economical form of transportation,
and began producing small motorcycles, including one built in 1949 called the
D-Type Dream.
He also loved racing too. So his company built bigger and faster
machines, two, four, five and six-cylinder race bikes and won the Isle of Man.
Honda Motor Company is by far the world's biggest motorcycle maker.
Honda's first motorcycle was born out of necessity in immediate post World
War II Japan, where public transportation was desperately overcrowded and
gasoline severely restricted. Unique practices create unique organizations.
15. 15
4.1 LITERATURE REVIEW
Automobile Industry
Brijesh Kumar (2011)
Honda Motors Ltd, is running a program called Good life Passport to
Relationship Reward, with an objective to create an innovative environment
for interaction between Hero Honda and its customers. Members of this
program are given a magnetic card in which all information is stored and this
card is swiped when using any service at a showroom or workshop and it
works like a loyalty benefit card.
Abhijeet Singh (2011)
Honda Motor uses a customer relationship management and dealer
management system which integrates one of the largest applications in the
automobile industry, linking more than 1200 dealers across India. CRM DOS
has helped Honda Motors to improve its inventory management, tax
calculation and pricing. This system has also proved to be beneficial to
dealers because it has reduced their working capital cost.
Arvind Saxena (2010)
Director and Board member (marketing and sales), Honda Motor India
(HMIL) “No company in automobile sector can fight competition on price.
Companies need to have the right product, distribution, CRM and after sales
service network to grow. Biswajit Mahanty and Virupaxi Bagodi (2006)
16. 16
Biswajit Mahanty and Virupaxi Bagodi (2007).
Honda Motor wants to be number one in the Indian market and the company
wanted 30% of Honda’s global sales to come from Indian operations by 2020.
HMSI have had issues related to production in the past with most of its
models having the longest waiting period in the country, this reduced in
Honda’s penetration in the rural market, which is less than a third of Hero
Moto Corp.
Biswajit Mahanty and Virupaxi Bagodi (2007)
More than 55 million two-wheelers are moving on Indian roads. Accordingly,
two-wheeler service sector should have generated revenue amounting to INR
100,000 million per year, but in reality, this has not been realised in the
organised service sector, the Indian two-wheeler service industry has not
considered servicing as a line of business and providing conveniently reliable
services is most important in two-wheeler services in India to capture the
market.
Gordon Fullerton (2006),
“Putting relationship in CRM”, that JEEP, a division of Daimler Chrysler
Automobile Company, has served a classic example of CRM program that
provides a considerable value to both the customers and the firm by
developing a program exclusively for jeep owners and fostered a community
that is highly effectively committed to the product, the brand and the
customers.
Kevin Keller (2012)
Caterpillar has become a leading firm by maximizing the total customer value
with the help of effective CRM , best after sales service in the industry and
better trained dealer. This allows the firm to command a premium price of
10% to 20% higher than competitors such as Volvo, Komatsu etc.
17. 17
Milind Bade (2011)
GM-Marketing, Bajaj Auto, has mentioned that Bajaj Auto Limited is currently
trying to move the industry from a commuter to a biker mindset and at present
the focus of the company is on keeping the sub brands and the mother brand
different and the main motive behind establishing individual brand is to create
differentiation which would help Bajaj auto, as an organization to develop
relationship easily with its customers.
Mona J Fitzsimmons (2010)
Has concluded that the profitability of automobile manufacturers depends on
exploiting value added services for instance automobile manufacturers have
discovered that financing and after sales service can achieve significant
profits.
Oyama (2012)
Honda Motor wants to be number one in the Indian market and the company
wanted 30% of Honda’s global sales to come from Indian operations by 2020.
HMSI have had issues related to production in the past with most of its
models having the longest waiting period in the country, this reduced in
Honda’s penetration in the rural market, which is less than a third of Hero
Moto Corp.
Philip Kotler (2012)
Harley – Davidson dealers ranging from the CEO to the sales staff, maintain
personalized relationships with customers through face to face and social
media contact. Knowing customers as individuals and conducting ongoing
research to keep up with their changing expectations and experiences which
helps Harley – Davidson to define their customers’ needs better.
18. 18
4.2 BACKGROUND OF THE STUDY
With diminishing finances, it is rarely possible for a library or
information center to have enough resources to fulfill the needs of its clients.
What is being delivered is only a portion of what their clients actually need
(Ramos & Mohd Ali, 2005). Collaboration is widely recognized as the best
way for libraries to cope with the ever increasing challenges: volume of
information resources; nature and quality of information; user needs and
expectations; information and communication technology competencies and
infrastructure; inflated cost of information resources; and staffing needs.
However, although these challenges have continued to prevail, libraries
working under collaborative initiatives like the Consortium of Academic and
Research Libraries in Illinois (CARLI) have registered tremendous success
I contend that lack of funding to facilitate consortium activities is not the
central factor in the failed progress of the planned consortium activities in
Uganda, rather it is the lack of committed leadership and cooperation among
participating libraries that is responsible for the lack of progress. In any kind of
organization or cooperation like a library consortium, funding has never been
enough due to ever changing technologies and continuous demands from
library patrons. However, good leadership and cooperation among
membership plays a bigger role in achieving a common goal. Having and
working towards a common goal, under dedicated, dynamic and faithful
leadership with an active and energetic membership plays a great role in the
success of a consortium.
To assist in the possible improvement of consortium operations in
Uganda, I need to understand the leadership, responsibility, staffing,
collection, policies and procedures, funding and structure of academic
libraries in the participating membership of CARLI in comparison with those of
Uganda. My research has incorporated interviews with CARLI staff and a
questionnaire survey to all the participating CARLI membership.
19. 19
4.3 PROBLEM STATEMENT OF THE STUDY
The objecti ve of every company would be ensuri ng
customer sati sfacti on for the customer satisfaction would
create loyal customers. Measuring customer satisfaction is always
a challenge, as customer either would not disclose or sometimes
do not assess their satisfaction level clearly. Many times the customer can
not specify the reasons for his satisfaction.
Developed countries have registered tremendous success stories
compared to less developed countries; failure in developing countries has
been attributed to poor funding without looking at other factors like committed
leadership and cooperative membership.
One of the important things I have learned all through the time I have
worked at Makerere University Library’s outreach programme in partnership
with CUUL as Deputy Country Coordinator for E-resources, on top of other
significant institutional challenges among African universities, a committed
leadership and membership was noticed as still lacking among CUUL
membership. While there are already tangible successes registered by CUUL,
still much has not been achieved, like spearheading resource sharing as one
of its objectives since inception.
20. 20
4.4 OBJECTIVES OF THE STUDY
To know about the Honda company.
To know about its Promotional activities.
It’s Market Position.
Honda’s level of customer satisfaction.
Its history and the company profile.
Cost saving initiatives.
The main objective of the study is to find out the level of satisfaction
among the internal customers.
To know the present status of the suppliers in terms of their supplied
material & services.
To collect and evaluate ideas/views and expectations of the internal
customers for the improvement in suppliers performance.
To make company's internal suppliers aware about the dissatisfaction
part of their customers.
To find out the most prominent area of dissatisfaction.
To enhanced the communication & co-operation between the internal
suppliers and their customers.
21. 21
4.5 HYPOTHESIS
A hypothesis consists either of a suggested explanation for an
observable phenomenon or of a reasoned proposal predicting a possible
causal correlation among multiple phenomena. The term derives from the
Greek, hyposthenia meaning "to put under" or "to suppose." The scientific
method requires that one can test a scientific hypothesis. Scientists generally
base such hypotheses on previous observations or on extensions of scientific
theories. Even though the words "hypothesis" and "theory" are often used
synonymously in common and informal usage, a scientific hypothesis is not
the same as a scientific theory.
Hypothesis may be defined as a proposition or a set of proposition set
forth as an explanation for the occurrence of some specified group of
phenomenon either asserted merely as a provisional conjecture to guide
some investigation or accepted as highly probable in the light of established
facts. Quite often a research hypothesis is a predictive statement, capable of
being tested by scientific methods, that relates an independent variable to
some dependent variable.
22. 22
NULL HYPOTHESIS
A null hypothesis is a hypothesis (within the context of statistical
hypothesis testing) that might be falsified on the basis of observed data. The
null hypothesis typically proposes a general or default position, such as that
there is no relationship between two quantities, or that there is no difference
between a treatment and the control. The term was originally coined by
English geneticist and statistician Ronald Fisher.
The null hypothesis (often denoted by H0) formally describes some
aspect of the statistical "behavior" of a set of data. The Null Hypothesis is of
this project report is that customers are highly satisfied.
ALTERNATE HYPOTHESIS
Alternative hypothesis is the "hypothesis that the restriction or set of
restrictions to be tested does NOT hold." often denoted H1. Synonym for
'maintained hypothesis.' The Alternate Hypothesis of this project report is that
customers are not satisfied.
23. 23
5. RESEARCH METHODOLOGY
The quality and reliability of research study is dependent on the
information collected in a scientific and methodological manner. Scientific
planning of designing of research method is a blue print for any research
study. Therefore, proper time and attention should be given in designing the
plan of research. While proper definition of problem tells the researcher where
he has to go, proper design tells him how he should go. Selection of
methodology for a particular project is made easy by sorting out a number of
alternative approaches, each of them having its own advantage and
disadvantages. Efficient design is that which ensure that the relevant data are
collected accurately.
The researcher has to think about what procedure and techniques
should be adopted in the study. He should arrive at the final choice by seeing
that the methodology chosen for project is indeed the best one, when
compared with others.
5.1 RESEARCH DESIGN
Research design is the first and foremost step in methodology adopted
and undertaking research study. It is overall plan for the collection and
analysis of data in the research project. Thus it is an organized, systematic
approach to be the formulation, implementation and control of research
project.
Infect a well planned and well balanced research design guards against
collection of irrelevant data and achieves the result in the best possible way.
24. 24
5.2 SOURCES OF DATA
A. Primary Data : Data which are collected fresh and for the first time and
thus happens to be original in character. Primary data are gathered for
specific purpose.
B. Secondary Data : Data that collected from primary data i.e., they are
already exit somewhere. For the purpose of our study we collected both
the data.
5.3 DATA COLLECTION METHOD
Data are the bricks with which the researcher has to make a house.
While the quality of research findings depend on data, the adequacy of
appropriate data in turn depends upon proper method of data collection. A
number of methods are at the disposal of the researcher of which one has to
select the most appropriate one for visualizing the research objective. Thus he
has to see that the method adopted is compatible with the resources and
research study.
5.4 POPULATION
Population : 5000
Sample Size : 100
Sample Unit : Customer Of Honda Activa
25. 25
5.5 SAMPLING METHOD
A. RANDOM SAMPLING METHOD
Random sample is a subset of individuals (a sample) chosen
from a larger set (a population). Each individual is
chosen randomly and entirely by chance, such that each individual has
the same probability of being chosen at any stage during the sampling
process, and each subset of k individuals has the same probability of
being chosen for the sample as any other subset of k individual
B. NON-RANDOM SAMPLING
The types of methods described so far have all been random.
That is, every item in a population has a known chance of being
included in a sample. NOT ALL OUTCOMES HAVE A KNOWN
CHANCE OF OCCURRING OR IF SOME OUTCOMES HAVE A ZERO
CHANCE OF OCCURRING. Non-random sampling is useful when
descriptive comments about the sample itself are desired.
5.6 SAMPLING FRAME
The list of sampling units from which sample is taken is called sampling
frame.
5.7 DATA COLLECTION INSTUMENT:
26. 26
6. DATA ANALYSIS AND INTERPRETATION
Q.1 How long has you been associated with HONDA
Motors...?
1. From 1 year 10%
2. From 1 – 3 years 40%
3. From 3 – 5 years 20%
4. From 5 – 7 years 20%
5. Above 7 years 10%
10% are people associate of 1 year, 40% people are associated
with 1-3 year, 20% people are associated with 3-5 year, 20%
people are associated with 5-7 year and 10% people are
associated with above 7 years.
10%
40%
20%
20%
10%
From 1 year
From 1 – 3 years
From 3 – 5 years
From 5 – 7 years
Above 7 years
27. 27
Q. 2 how would you rate HONDA motors on the following parameter…?
Agree 50%
Strongly Agree 20%
Disagree 20%
Strongly disagree 10%
10% people are Strongly agree with parameter, 50% people are agree with
parameter, 20% people are disagree with parameter, 20% people are strongly
disagree with the parameters.
20%
50%
20%
10%
Strongly disagree
Agree
Disagree
Strongly Agree
28. 28
Q.3 What is your overall opinion about HONDA Motors?
1.Very Bad 05%
2.Neither Bad Nor Good 10%
3.Good 35%
4.Very Good 50%
05% people are said that very bad, 10% people are said that neither bad nor
good, 35% people are said that good and 50% people are said that Very
good.
5%
10%
35%
50% Very Bad
Neither Bad Nor Good
Good
Very Good
29. 29
Q.4 How likely would you recommend HONDA Motors?
1.Very Unlikely 20%
2.Likely 35%
3.Very Likely 45%
20% people are very unlikely, 35% people are likely and 45% people are very
likely.
20%
35%
45%
Very Unlikely
Likely
Very likely
30. 30
Q.5 Do you like the promotions and ad campaigns of HONDA Motors?
1.Very Unlikely
2.Likely
3.Very Likely
15% people are very unlikely, 30% people are likely and 55% people are very
likely.
15%
30%55%
Very Unlikely
Likely
Very likely
31. 31
7. RESULTS AND FINDING
Respondents in the income group of 10,000 to 15,000 and 20,000 and
above using active.
Among the 100 respondents surveyed mostly 90% customer are satisfied
with this bike.
Only 10% customer is dissatisfied with the Honda active, because of
average.
Most of customer is educated and qualified; people are suggest her bike or
recommended the company name.
Batter Mileage
Novel Style
Offer provider
Percentage of well equipment service station
Long lasting durability
33. 33
CONCLUSION
On an average more than 73% people feel that the prices are
affordable whereas 12% do not agree, 74% believe that attractive discounts
are offered whereas 26% are not satisfied withthe discounts offered. 20% said
that the test drives are not offered and 15% said that post sales follow ups are
not done regularly whereas 85% said that they were done regularly but people
feel that it is the people’s car as it is satisfactory on all other parameters:
knowledgeable sales persons , employees spent enough time before and
during sales, display of merchandise is attractive, availability of product,
variety of merchandize, vehicle in good condition, prices are affordable,
attractive discounts are offered, décor of the waiting area is pleasing,
responds to complaints quickly.
Honda Motors service station is excellent, careful with personal
information and is value for money . The overall opinion about HONDA Motors
is very good. 86% people agreed that the sales persons are knowledgeable
and 14% strongly disagreed that the sales persons are knowledgeable. 64%
people agreed that the sales persons spent enough time with them before the
sales and 36% strongly agreed with this. 62% agreed that sales persons
spent enough time with them during the sales, while 34% strongly agreed that
the sales persons spent enough time with them during sales and only 4%
disagreed with this. 60% agreed that the sales persons spent enough time
with them after sales, 26% strongly agreed with this and 14% disagreed that
the sales persons spent enough time with them after sales. 94% agreed that
the display of merchandize was attractive and 6% strongly agreed that the
display of merchandize was attractive.
91% agreed that the availability of the product was there, 5% strongly
agreed that the availability was there while only 4% said they disagreed with
34. 34
this. 87% agreed that there was variety/selection of merchandize whereas 7%
strongly agreed that enough variety was there and 6% disagreed with this.
82% agreed that the vehicle was in good condition when delivered, 16%
strongly agreed with this whereas only 2% disagreed with this. 64% strongly
agreed that the prices are affordable, 21% agreed that the prices are
affordable whereas only 15% said that they neither disagreed nor agreed with
this.
55% agreed that the discounts offered are attractive, 34% strongly
agreed with this while 11% disagreed and said that the discounts offered were
not attractive. 80%agreed that the décor of the waiting area was pleasing
while 20% strongly agreed that the décor of the waiting area was pleasing
74% agreed that the test drive was offered to them, 6% strongly agreed that
the test drive was offered while 20% disagreed with this. 59% agreed that the
post sales follow ups are done regularly, 26% strongly agreed and
15%disagreed with this. 4% agreed that the response to complaints is quick,
18% strongly agreed, 12% neither agreed nor disagreed and 6% disagreed
with this.
82% said that the service at HONDA service station is excellent, 14%
strongly agreed while only 4% disagreed with this. 85% agreed that yes they
were careful with personal information, strongly agreed with this and 8%
neither agreed nor disagreed. 94% strongly agreed that all the ommitments
were fulfilled and 6% agreed with this. 98% said yes that they are aware
about the Insurance Schemes of HONDA while only 2% said that they were
not aware.
36. 36
Q.3) What is your overall opinion about HONDA Motors?
1.Very Bad
2.Neither Bad Nor Good
3.Good
4.Very Good
Q.4) How likely would you recommend HONDA Motors?
1.Very Unlikely
2.Likely
3.Very Likely
Q.5) Do you like the promotions and ad campaigns of HONDA Motors?
1.Very Unlikely
2.Likely
3.Very Likely