The document provides an overview of the automobile industry in India and customer satisfaction. It discusses the importance of customer satisfaction and maintaining close relationships with customers. It then lists 7 tips for providing good customer service: 1) Encourage face-to-face interactions; 2) Respond promptly and keep customers informed; 3) Be friendly and approachable; 4) Have a clear customer service policy; 5) Provide attention to detail with small gestures; 6) Anticipate customer needs and go out of your way to help; 7) Honor your promises. The document also includes sections on the scope, need, objectives and research methodology of a study on customer satisfaction of Hero MotoCorp customers.

1. CHAPTER-I
INTRODUCTION
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2. INTRODUCTION
Customer satisfaction, a business term, is a measure of how products and services
supplied by a company meet or surpass customer expectation. It is seen as a key
performance indicator within business and is part of the four of a Balanced Scorecard.
In a competitive marketplace where businesses compete for customers, customer
satisfaction is seen as a key differentiator and increasingly has become a key element of
business strategy.
It's a well known fact that no business can exist without customers. In the business of
Website design, it's important to work closely with your customers to make sure the site
or system you create for them is as close to their requirements as you can manage.
Because it's critical that you form a close working relationship with your client, customer
service is of vital importance. What follows are a selection of tips that will make your
clients feel valued, wanted and loved.
1. Encourage Face-to-Face Dealings
This is the most daunting and downright scary part of interacting with a customer. If
you're not used to this sort of thing it can be a pretty nerve-wracking experience. Rest
assured, though, it does get easier over time. It's important to meet your customers face to
face at least once or even twice during the course of a project.
My experience has shown that a client finds it easier to relate to and work with someone
they've actually met in person, rather than a voice on the phone or someone typing into an
email or messenger program. When you do meet them, be calm, confident and above all,
take time to ask them what they need. I believe that if a potential client spends over half
the meeting doing the talking, you're well on your way to a sale.
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3. 2. Respond to Messages Promptly & Keep Your Clients Informed
This goes without saying really. We all know how annoying it is to wait days for a
response to an email or phone call. It might not always be practical to deal with all
customers' queries within the space of a few hours, but at least email or call them back
and let them know you've received their message and you'll contact them about it as soon
as possible. Even if you're not able to solve a problem right away, let the customer know
you're working on it.
A good example of this is my Web host. They've had some trouble with server hardware
which has caused a fair bit of downtime lately. At every step along the way I was emailed
and told exactly what was going on, why things were going wrong, and how long it
would be before they were working again. They also apologized repeatedly, which was
nice. Now if they server had just gone down with no explanation I think I'd have been
pretty annoyed and may have moved my business elsewhere. But because they took time
to keep me informed, it didn't seem so bad, and I at least knew they were doing
something about the problems. That to me is a prime example of customer service.
3. Be Friendly and Approachable
A fellow Site Pointer once told me that you can hear a smile through the phone. This is
very true. It's very important to be friendly, courteous and to make your clients feel like
you're their friend and you're there to help them out. There will be times when you want
to beat your clients over the head repeatedly with a blunt object - it happens to all of us.
It's vital that you keep a clear head, respond to your clients' wishes as best you can, and at
all times remain polite and courteous.
4. Have a Clearly-Defined Customer Service Policy
This may not be too important when you're just starting out, but a clearly defined
customer service policy is going to save you a lot of time and effort in the long run. If a
customer has a problem, what should they do? If the first option doesn't work, then what?
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4. Should they contact different people for billing and technical enquiries? If they're not
satisfied with any aspect of your customer service, who should they tell?
There's nothing more annoying for a client than being passed from person to person, or
not knowing who to turn to. Making sure they know exactly what to do at each stage of
their enquiry should be of utmost importance. So make sure your customer service policy
is present on your site -- and anywhere else it may be useful.
5. Attention to Detail (also known as 'The Little Niceties')
Have you ever received a Happy Birthday email or card from a company you were a
client of? Have you ever had a personalized sign-up confirmation email for a service that
you could tell was typed from scratch? These little niceties can be time consuming and
aren't always cost effective, but remember to do them.
Even if it's as small as sending a Happy Holidays email to all your customers, it's
something. It shows you care; it shows there are real people on the other end of that
screen or telephone; and most importantly, it makes the customer feel welcomed, wanted
and valued.
6. Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out
Sometimes this is easier said than done! However, achieving this supreme level of
understanding with your clients will do wonders for your working relationship.
Take this as an example: you're working on the front-end for your client's exciting new
ecommerce endeavour. You have all the images, originals and files backed up on your
desktop computer and the site is going really well. During a meeting with your client
he/she happens to mention a hard-copy brochure their internal marketing people are
developing. As if by magic, a couple of weeks later a CD-ROM arrives on their doorstep
complete with high resolution versions of all the images you've used on the site. A note
accompanies it which reads:
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5. "Hi, you mentioned a hard-copy brochure you were working on and I wanted to provide
you with large-scale copies of the graphics I've used on the site. Hopefully you'll be able
to make use of some in your brochure."
Your client is heartily impressed, and remarks to his colleagues and friends how very
helpful and considerate his Web designers are. Meanwhile, in your office, you lay back in
your chair drinking your 7th cup of coffee that morning, safe in the knowledge this happy
customer will send several referrals your way.
7. Honors Your Promises
It's possible this is the most important point in this article. The simple message: when you
promise something, deliver. The most common example here is project delivery dates.
Clients don't like to be disappointed. Sometimes, something may not get done, or you
might miss a deadline through no fault of your own.
SCOPE OF THE STUDY
• The scope is very limited because attitude of the people change according to the
time.
• The study is restricted to both Hyderabad and Ranga Reddy Dist and that to
among 100 respondents.
• The study is conducted for 45 days.
• The study is restricted to certain area. So it could not give an accurate picture
about Andhra Pradesh of India.
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6. NEED OF THE STUDY
The Indian automobile industry is witnessing changes like never before. The
Indian consumer is changing with new players entering the market and increasing
availability of service, the consumer is demanding more. Now the question is where
Hero MotoCorp Ltd stands in this scenario? Hero MotoCorp Ltd Motors is the only
company that maintenance good relationship with their customers and providing good
service, well as presenting the market with a range of bikes by bikes by introducing
different models, and to provide better after sales service to their customers. Hero
MotoCorp Ltd has increased its service stations all over the country, and that’s why
Hero MotoCorp Ltd is ranked as No.1 in customer satisfaction. And to maintain
relationship with there customers Hero MotoCorp Ltd is providing 24 hours service to
there customers after introducing may services, how fat the consumer is satisfying with it,
and to know after sales service of Hero MotoCorp Ltd owners opinion on the service
and the performance of the dealer.
OBJECTIVES OF STUDY
• To know the factors influencing on after sales service of the Hero MotoCorp
Ltd. (Formerly Hero Honda Motors Ltd.) (Phoenix Motors Pvt. Ltd).
• To know whether the dealer renders after sales service, how fat the consumer is
satisfied with it.
• To know the customer perception towards the service.
• To know the dealer performance.
• To know whether the problem is resolving completely at service station.
• To know whether the vehicle is delivering on time at service station.
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7. RESEARCH METHODOLOGY
Research is the plan structure & strategy for investigation conceived to answer to
research question & control variance. It is the overall operation pattern to framework of
project that stipulated the information to be collected from which sources by word
procedure. What are the two possible sources of data for securing in the above mentioned
information in the primary & secondary data.
Research design: the study undertaken to access the after sales service of Hero
MotoCorp Ltd. (Formerly Hero Honda Motors Ltd.) (Phoenix Motors Pvt. Ltd).
owners in Hyderabad and R.R.Dist.
Research procedure: the questionnaire designed for the study in the structured &
disguised in nature. It consists of multiple choice & short questions.
Data: information required for the project is mainly primary data. The information was
collected by survey method. With the help of questionnaire by meting various bike
owners Hero MotoCorp Ltd. (Formerly Hero Honda Motors Ltd.) (Phoenix Motors
Pvt. Ltd)..
Secondary data is collected form the company journals, magazines, broachers &
websites.
Sample design: the sampling unit was confined to end consumers of the product i.e.
Hero MotoCorp Ltd. (Formerly Hero Honda Motors Ltd.) (Phoenix Motors Pvt.
Ltd). owners to know there satisfaction level regarding performance of bike performance
of bike and service.
Sample universe: the survey was done in Hyderabad and R.R.D.ist only according to
my convenience. It is not giving the complete picture of Andhra Pradesh (or) India.
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8. Sample frame/unit: professionals, business people, employees etc, who are using Hero
MotoCorp Ltd.
Sample size: the total sample size is 100 only.
Sample method: the information is planned to be collected by sample method, the
sample method followed is random sampling method. The probability random sampling
method is stratified random sampling.
Analytical Method: simple percentage method is used for the analysis purpose.
Period of study: study is during the Year 2012.
Data collection:
The information is collected through questionnaires and personal interviews. And the
information of customers is known by company’s service sheet and the free service sheet.
A Direct structure questionnaire has been asked to all the respondents in the sample
followed by direct personal interviews. Duration of day 45 days.
Descriptive Studies:
In descriptive studies, when the researcher is interested in knowing the characteristics of
certain groups such as age. Sex, educational level occupation of income, a descriptive
study is necessary. Descriptive studies are well structured. It is therefore, necessary that
the researcher gives sufficient thought to framing research questions and deciding the
types of data to he collected and the procedure to be used for this purpose-The objective
of such a study is to answer the “who, what and how” of the subject under investigation.
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9. SOURCES OF DATA:
A classification of data is very important procedure in this concept. The collected data
can be classified into two types.
1. primary data
2. secondary data
Primary data
The primary data is very important source for to make suggestions to the title
obtained. This data can be collected in various methods like survey, interviewing,
feedback, i.e. Group Discussion etc., for collection of primary data the survey method is
used, which involved predetermined questions. The structured questionnaire contained a
form list of question framed so as to get the facts. But it involves high risk and huge
expensive method to get the facts.
Secondary Data
Collection of secondary data is very easy compared with primary data. But this
data is also very important for the growth of an organization, to predict the future and
will help to make the future plan regarding sales and improve the measures of sales.
This data can be collected from the magazines. Annual reports of the organization
and other published data.
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10. Sample procedure
The sample size consists of 100 consumers. The sample consists of Businessman,
Doctors, Engineers, Officers and Contractors etc.
The survey was conducted in the form of an interview among randomly chosen
sample of 100 consumers of Hero MotoCorp Ltd customers Sample size form the dealer
randomly.
LIMITATION OF THE STUDY
1) The present research is restricted to the twin cities of Hyderabad city
only.
2) The sample size taken is only 100 and as such is very small as
compared to the universe, this is due to the constraints of time and
effort, and as such may not be enough to generalize to the entire
population, however it is presumed that the sample represents the
universe.
3) Respondents might have responded with the actual feelings of facts
while giving responses to the questionnaire.
4) Time being a limiting factor was not sufficient to gather opinions from
majority of the respondents, who form part of the universal sample.
5) While every care as been taken to eliminate perceptual bias from the
side of the researcher and the respondents however certain element of
bias might have set in to the research inadverantly.
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11. CHAPTER-II
INDUSTRY PROFILE
&
COMPANY PROFILE
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12. Automobile industry in India
The cumulative production data for April-March 2012 shows production growth of 13.83
percent over same period last year. In March 2012 as compared to March 2011,
production grew at a single digit rate of 6.83 percent. In 2011-12, the industry produced
20,366,432 vehicles of which share of two wheelers, passenger vehicles, three wheelers
and commercial vehicles were 76 percent, 15 percent, 4 percent and 4 percent
respectively.
Domestic Sales
The growth rate for overall domestic sales for 2011-12 was 12.24 percent amounting to
17,376,624 vehicles. In the month of only March 2012, domestic sales grew at a rate of
10.11 percent as compared to March 2011.
Passenger Vehicles segment grew at 4.66 percent during April-March 2012 over same
period last year. Passenger Cars grew by 2.19 percent, Utility Vehicles grew by 16.47
percent and Vans by 10.01 percent during this period. In March 2012, domestic sales of
Passenger Cars grew by 19.66 percent over the same month last year. Also, sales growth
of total passenger vehicle in the month of March 2012 was at 20.59 percent (as compared
to March 2011). For the first time in history car sales crossed two million in a financial
year.
The overall Commercial Vehicles segment registered growth of 18.20 percent during
April-March 2012 as compared to the same period last year. While Medium & Heavy
Commercial Vehicles (M&HCVs) registered a growth of 7.94 percent, Light Commercial
Vehicles grew at 27.36 percent. In only March 2012, commercial vehicle sales registered
a growth of 14.82 percent over March 2011.
Three Wheelers sales recorded a decline of (-) 2.43 percent in April-March 2012 over
same period last year. While Goods Carriers grew by 6.31 percent during April-March
2012, Passenger Carriers registered decline by (-) 4.50 percent. In March 2012, total
Three Wheelers sales declined by (-) 9.11 percent over March 2011.
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13. Total Two Wheelers sales registered a growth of 14.16 percent during April-March 2012.
Mopeds, Motorcycles and Scooters grew by 11.39 percent, 12.01 percent and 24.55
percent respectively. If we compare sales figures of March 2012 to March 2011, the
growth for two wheelers was 8.27 percent.
Exports
During April-March 2012, the industry exported 2,910,055 automobiles registering a
growth of 25.44 percent. Passenger Vehicles registered growth at 14.18 percent in this
period. Commercial Vehicles, Three Wheelers and Two Wheelers segments recorded
growth of 25.15 percent, 34.41 percent and 27.13 percent respectively during April-
March 2012. For the first time in history car exports crossed half a million in a financial
year.
In March 2012 compared to March 2011, overall automobile exports registered a growth
of 17.81 percent.
Automobile industry in India
The automobile industry in India is the ninth largest in the world with an annual
production of over 2.3 million units in 2008 In 2009, India emerged as Asia's fourth
largest exporter of automobiles, behind Japan, South Korea and Thailand.
Following economic liberalization in India in 1991, the Indian automotive industry has
demonstrated sustained growth as a result of increased competitiveness and relaxed
restrictions. Several Indian automobile manufacturers such as Tata Motors, Maruti
Suzuki and Mahindra and Mahindra, expanded their domestic and international
operations. India's robust economic growth led to the further expansion of its domestic
automobile market which attracted significant India-specific investment by multinational
automobile manufacturers. In February 2009, monthly sales of passenger cars in India
exceeded 100,000 units.
bryonic automotive industry emerged in India in the 1940s. Following the independence,
in 1947, the Government of India and the private sector launched efforts to create an
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14. automotive component manufacturing industry to supply to the automobile industry.
However, the growth was relatively slow in the 1950s and 1960s due to nationalization
and the license raj which hampered the Indian private sector. After 1970, the automotive
industry started to grow, but the growth was mainly driven by tractors, commercial
vehicles and scooters. Cars were still a major luxury. Japanese manufacturers entered the
Indian market ultimately leading to the establishment of Maruti Udyog. A number of
foreign firms initiated joint ventures with Indian companies.
In the 1980s, a number of Japanese manufacturers launched joint-ventures for building
motorcycles and light commercial-vehicles. It was at this time that the Indian government
chose Suzuki for its joint-venture to manufacture small cars. Following the economic
liberalization in 1991 and the gradual weakening of the license raj, a number of Indian
and multi-national car companies launched operations. Since then, automotive
component and automobile manufacturing growth has accelerated to meet domestic and
export demands.
HISTORICAL INDUSTRY DEVELOPMENTS:
Indian is the second largest manufacturer and producer to two wheelers in the
World. It stands next only to Japan and China in terms of the number of V produced and
domestic sales respectively. This destination was achieved due to variety of reason like
restrictive policy followed by the government of India towards the passenger bike
industry, rising demand for personal transport, inefficiency in the public transportation
system etc. The Indian two-wheelers industry made a small beginning in the early 50s
when Automobile products of India (API) started manufacturing scooters in the country.
Until 1958, API and Enfield were the sole producers.
The two –wheelers market was opened were opened to foreign competition in the
mid-80s. And the then market leaders-Escorts and Enfield – were caught unaware by the
onslaught of the 100cc bikes of the four Indo- Japanese joint ventures. With the
availability of fuel-efficiency low power bikes, demand swelled, resulting in Hero Honda
–then the only producer of four stroke bikes (100cc category), gaining a top slot.
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15. The first Japanese motorcycles were introduced in the early eighties. TVS Suzuki
and Hero Honda brought in the first two-stroke and four-stroke engine motorcycles
respectively. These two players initially started with assembly of CKD Kits, and later on
progressed to indigenous manufacturing.
The industry had a smooth ride in the 50s, 60s and 70s when government
prohibited new entries and strictly controlled capacity expansion. The industry saw a
sudden growth in the 80s. The industry witnessed a steady of 14% leading to a peak
volume of 1.9 mn vehicles in 1990.
In 1990 the entire automobile industry saw a drastic fall in demand. This resulted
in a decline of 15% in 1991 and 8% in 1992, resulting in a production loss of 0.4mn
vehicles. Barring Hero Honda, all the major producers suffered from recession in FY93
and FY94. Hero Honda showed a marginal decline in 1992.
The reason for recession in the sector were the incessant rise in fuel prices, high
input costs and reduced purchasing power due to significant like increased production in
1992, due to new entrants coupled with recession in the industry resulted in companies
either reporting losses or a fall in profits.
The two-wheelers market has had a perceptible shift from a buyers market to a
sellers market with a variety of choice, players will have compete on various fronts viz.
pricing, technology product design, productivity after sale service, marketing and
distribution. In the short term, market shares of individual manufacturers are going to be
sensitive to capacity, product acceptance, pricing and competitive pressures from other
manufacturers.
As incomes grow and people grow and people feel the need to own a private means
of transport, sales of two-wheelers will rise. Penetration is expected to increase to
approximately to more than 25% by 2005.
The motorcycle segment will continue to lead the demand for two-wheelers in the
coming years. Motorcycle sale is expected to increase by 20% yoy as compared to 1%
growth in the scooter market and 3% by moped sales respectively for the next two years.
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16. The four-stroke scooters will add new dimension to the two-wheeler segment in the
coming future.
The Asian continent is that largest user of the two-wheelers in the world. This is due to
poor road infrastructure and low per capita income, restrictive policy on bike industry.
This is due to oligopoly between top five players in the segment, compared to thirsty
manufacturers in the bike industry.
Exports
India has emerged as one of the world's largest manufacturers of small cars. According to
New York Times, India's strong engineering base and expertise in the manufacturing of
low-cost, fuel-efficient cars has resulted in the expansion of manufacturing facilities of
several automobile companies like Hyundai Motors, Nissan, Toyota, Volkswagen and
Suzuki.
In 2008, Hyundai Motors alone exported 240,000 cars made in India. Nissan Motors
plans to export 250,000 vehicles manufactured in its India plant by 2011. Similarly,
General Motors announced its plans to export about 50,000 cars manufactured in India by
2011.
In September 2009, Ford Motors announced its plans to setup a plant in India with an
annual capacity of 250,000 cars for US$500 million. The cars will be manufactured both
for the Indian market and for export. The company said that the plant was a part of its
plan to make India the hub for its global production business. Fiat Motors also announced
that it would source more than US$1 billion worth auto components from India.
According to Bloomberg L.P., in 2009 India surpassed China as Asia's fourth largest
exporter of cars.
Indian automobile companies
Notable Indian automobile manufacturers
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17. • Ashok Leyland
• Chinkara Motors: Beachster, Hammer, Roadster 1.8S, Rockster, Jeepster,
Sailster.
• Force Motors
• Hindustan Motors: Ambassador.
• Mahindra: Major, Xylo, Scorpio.
• Maruti Suzuki: 800, Alto, WagonR, Estilo, AStar, Ritz, Swift, Swift DZire, SX4,
Omni, Versa, Gypsy
• Premier: Sigma, Roadster, RiO.
• San Motors: Storm
• Tata Motors: Nano, Indica, Indigo, Sumo, Safari, TL.Aria
Electric car companies in India
• Ajanta Group
• Mahindra
• Hero Electric REVA
• Tara International
• Tata Motors
Notable Multi-national automobile manufacturers
Locally manufactured Automobiles of Multi-national Companies
• Audi: A4, A6.
• BMW: 3 Series, 5 Series.
• Chevrolet: Spark, Beat, Aveo U-VA, Aveo, Optra, Cruze, Tavera.
• Fiat: Palio, Grande Punto, Linea.
• Ford: Ikon, Fiesta, Fusion, Endeavour, Figo
• Honda: Jazz, City, Civic, Accord.
• Hyundai: Santro, i10, Getz, i20, Accent, Verna, Hyundai , Sonata.
• Mercedes-Benz: C-Class, E-Class
• Mitsubishi: Lancer, Lancer Cedia.
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18. • Nissan: Micra
• Renault: Logan
• Škoda: Fabia, Octavia, Laura.
• Toyota: Corolla, Innova, Fortuner
• Volkswagen: Jetta, Passat, Polo.
Cars sold in India as CBU (Completely Built Units)
• Audi: A8, TT, R8, Q5, Q7.
• Bentley: Arnage, Azure, Brooklands, Continental GT, Continental Flying Spur,
Mulsanne.
• BMW: 6 Series, 7 Series, X3, X5, X6, M3, M5, M6 and Z4.
• Chevrolet: Captiva
• Fiat: Nuova 500.
• Honda: Civic Hybrid, CR-V.
• Hyundai: Santa Fe.
• Jaguar: XF, XJ, XK.
• Lamborghini: Gallardo, Murciélago.
• Land Rover: Range Rover, Range Rover Sport, Discovery 4, Freelander 2.
• Maybach: 57 and 62.
• Mercedes-Benz: CL-Class, CLS-Class, S-Class, SL-Class, SLK-Class, M-Class,
Viano.
• Mitsubishi: Pajero, Montero, Outlander.
• Nissan: Teana, X-Trail, 307Z.
• Porsche: 911, Boxter, Panamera, Cayman, Cayenne.
• Rolls Royce: Ghost, Phantom, Phantom Coupé, Phantom Drophead Coupé.
• Škoda: Superb.
• Suzuki: Grand Vitara.
• Toyota: Camry, Land Cruiser, Land Cruiser Prado, Prius.
• Volkswagen: Beetle, Touareg.
• Volvo: S80, XC90.
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19. CORPORATE PROFILE
Hero MotoCorp Ltd. (Formerly Hero Honda Motors Ltd.) is the world's largest
manufacturer of two - wheelers, based in India. In 2001, the company achieved the
coveted position of being the largest two-wheeler manufacturing company in India and
also, the 'World No.1' two-wheeler company in terms of unit volume sales in a calendar
year. Hero MotoCorp Ltd. continues to maintain this position till date.
Today, every second motorcycle sold in the country is a Hero bike. Every 30 seconds,
someone in India buys Hero's top-selling motorcycle – Splendor.
Vision
The story of Hero Honda began with a simple vision - the vision of a mobile and an
empowered India, powered by its two wheelers. Hero MotoCorp Ltd., company's new
identity, reflects its commitment towards providing world class mobility solutions with
renewed focus on expanding company's footprint in the global arena.
Mission
Hero MotoCorp’s mission is to become a global enterprise fulfilling its customers' needs
and aspirations for mobility, setting benchmarks in technology, styling and quality so that
it converts its customers into its brand advocates. The company will provide an engaging
environment for its people to perform to their true potential. It will continue its focus on
value creation and enduring relationships with its partners
Strategy
Hero MotoCorp’s key strategies are to build a robust product portfolio across categories,
explore growth opportunities globally, continuously improve its operational efficiency,
aggressively expand its reach to customers, continue to invest in brand building activities
and ensure customer and shareholder delight.
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20. Manufacturing
Hero MotoCorp two wheelers are manufactured across 3 globally benchmarked
manufacturing facilities. Two of these are based at Gurgaon and Dharuhera which are
located in the state of Haryana in northern India. The third and the latest manufacturing
plant is based at Haridwar, in the hill state of Uttrakhand.
Technology
In the 1980’s Hero Honda pioneered the introduction of fuel-efficient, environment
friendly four-stroke motorcycles in the country. Today, Hero Honda continues to be
technology pioneer. It became the first company to launch the Fuel Injection (FI)
technology in Indian motorcycles, with the launch of the Glamour FI in June 2006.
Products
Hero Honda's product range includes variety of motorcycles that have set the industry
standards across all the market segments. The company also started manufacturing
scooter in 2006. Hero Honda offers large no. of products and caters to wide variety of
requirements across all the segments.
Distribution
The Company's growth in the two wheeler market in India is the result of an intrinsic
ability to increase reach in new geographies and growth markets. Hero MotoCorp’s
extensive sales and service network now spans over to 6000 customer touch points. These
comprise a mix of authorized dealerships, service & spare parts outlets and dealer-
appointed outlets across the country.
Brand
The new Hero is rising and is poised to shine on the global arena. Company's new
identity "Hero MotoCorp Ltd." is truly reflective of its vision to strengthen focus on
mobility and technology and creating global footprint. Building and promoting new brand
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21. identity will be central to all its initiatives, utilizing every opportunity and leveraging its
strong presence across sports, entertainment and ground-level activation
GREEN IT
A MISSION TO MAINTAIN HIGH ECOLOGICAL STANDARDS
Target Key Areas For Maximum Impact
Though according to some estimates today IT contributes to around 2-3% of Global
Carbon Emissions and we need to control that, IT has the potential and power to impact
the remaining 97-98% as well. The critical element in this entire journey is the Green IT
intervention strategy where everyone agrees on plan on areas where IT could influence
the environment.
Actions Speak Louder Than Plans
Here are some Green IT Initiatives that we have taken or are underway at Hero
MotoCorp:
1. Green IT as a focus area in the IT Policy
2. New, energy efficient datacenter with power management features
3. Virtualization and server consolidation
4. Use of TFTs in place of CRTs for displays
5. Reduction of printers
6. Video conferencing / Collaboration tools - to reduce travel
7. Buying of energy certified equipment - replacing old inefficient equipment
8. Creating Awareness in organisation
9. Usage of e-learning to reduce trainee or trainer travel
10. New IT initiatives to cut paper consumption such as;
o Converting our paper based customer loyalty program to an online card
based program
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22. o Cutting down on printing of cheques in a big way and going for electronic
fund transfer
o Digitization of workflows needing approvals
o Using digital signatures and sending documents electronically to partners
Reaping Benefits
Implementing Green IT initiatives benefits not only the environment but the enterprise as
well. Here are some positive outcomes that we saw after embarking on our Green IT
mission:
1. Focus on Green IT provided excellent means for opportunity to care for the
society and environment
2. For the employees, it gave a sense of satisfaction and ownership as they feel that
they are also trying to contribute at their level in saving the environment
3. Many initiatives also helped to improve productivity in the organisation - e.g.
video conferencing, workflow automation, customer loyalty program automation,
electronic transfer of funds, digital signatures etc
4. Green IT has helped the IT team in day to day management - e.g. number of
servers to be managed reduced as we used virtualization, or number of printers to
be managed have reduced
5. There were direct savings in power consumption and cost thereof - whether at
datacenter or at user end it was not just considering power consumption by
equipment but also considering lower heat generation as the room requires
reduced air-conditioning.
6. Other savings include space, power and administrative cost savings at the
datacenter, reduced paper consumption costs, etc.
Today doing our bit for protecting the environment is something that touches every heart
at Hero MotoCorp and each and every employee is trying to contribute to this initiative
for a cleaner, greener planet.
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23. HERO'S MANDATE
Hero is a world leader because of its excellent manpower, proven management, extensive
dealer network, efficient supply chain and world-class products with cutting edge
technology from Company, Japan. The teamwork and commitment are manifested in the
highest level of customer satisfaction, and this goes a long way towards reinforcing its
leadership status
BOARD OF DIRECTORS
No. Name of the Directors Designation
1 Mr. Brijmohan Lall Munjal Chairman & Whole-time Director
2 Mr. Pawan Munjal Managing Director & C.E.O.
3 Mr. Toshiaki Nakagawa Joint Managing Director
4 Mr. Sumihisa Fukuda Technical Director
5 Mr. Sunil Kant Munjal Non-Executive Director
6 Mr. Suman Kant Munjal Non-Executive Director
7 Mr. Takashi Nagai Non-Executive Director
8 Mr. Yuji Shiga Non-Executive Director
9 Mr. Pradeep Dinodia Non-executive & Independent
Director
10 Gen. (Retd.) V. P. Malik Non-executive & Independent
Director
11 Mr. Analjit Singh Non-executive & Independent
Director
12 Dr. Pritam Singh Non-executive & Independent
Director
13 Ms. Shobhana Bhartia Non-executive & Independent
Director
14. Mr. M. Damodaran Non-executive & Independent
Director
15. Mr. Ravi Nath Non-executive & Independent
Director
16. Dr. Anand C. Burman Non-executive & Independent
23

24. Director
BRIEF PROFILE OF DIRECTORS
MR. BRIJMOHAN LALL MUNJAL
Mr. Brijmohan Lall Munjal is the founder Director and Chairman of the Company and
the $ 3.2 billion Hero Group. He is the Past President of Confederation of Indian Industry
(CII), Society of Indian Automobile Manufacturers (SIAM) and was a Member of the
Board of the Country's Central Bank (Reserve Bank of India). In recognition of his
contribution to industry, Mr. Munjal was conferred the Padma Bhushan Award by the
Union Government.
Mr. Brijmohan Lall Munjal is currently on the board of the following companies:
No. Name of Company Nature of Office
1 Hero Honda Motors Limited Chairman and Whole-time Director
2 Hero Honda Finlease Limited Chairman and Director
3 Munjal Showa Limited Chairman and Director
4 Easy Bill Limited Director
5 Rockman Industries Limited Director
6 Shivam Autotech Limited Director
KEY MILESTONES OF HERO HONDA
Year Event
1983 Joint Collaboration Agreement with Honda Motor Co. Ltd. Japan signed
Shareholders Agreement signed
1984 Hero Honda Motors Ltd. incorporated
1985 First motorcycle "CD 100" rolled out
1987 100,000th motorcycle produced
1989 New motorcycle model - "Sleek" introduced
1991 New motorcycle model - "CD 100 SS" introduced 00,000th motorcycle produced
1992 Raman Munjal Vidya Mandir inaugurated - A School in the memory of founder Managing
24

25. Director, Mr. Raman Kant Munjal
1994 New motorcycle model - "Splendor" introduced 1,000,000th motorcycle produced
1997 New motorcycle model - "Street" introduced Hero Honda's 2nd manufacturing plant at
Gurgaon inaugurated
1998 2,000,000th motorcycle produced
1999 New motorcycle model - "CBZ" introduced Environment Management System of Dharuhera
Plant certified with ISO-14001 by DNV Holland
Raman Munjal Memorial Hospital inaugurated - A Hospital in the memory of founder
Managing Director, Mr. Raman Kant Munjal
2000 4,000,000th motorcycle produced Environment Management System of Gurgaon Plant
certified ISO-14001 by DNV Holland Splendor declared 'World No. 1' - largest selling single
two-wheeler model "Hero Honda Passport Programme" - CRM Programme launched
2001 New motorcycle model - "Passion" introduced One million production in one single year
New motorcycle model - "Joy" introduced 5,000,000th motorcycle produced
2002 New motorcycle model - "Dawn" introduced New motorcycle model - "Ambition"
introduced Appointed Virender Sehwag, Mohammad Kaif, Yuvraj Singh, Harbhajan Singh
and Zaheer Khan as Brand Ambassadors
2003 Becomes the first Indian Company to cross the cumulative 7 million sales mark
Splendor has emerged as the World's largest selling model for the third calendar year in a
row (2000, 2001, 2002)
New motorcycle model - "CD Dawn" introduced
New motorcycle model - "Splendor +" introduced
New motorcycle model - "Passion Plus" introduced
New motorcycle model - "Karizma" introduced
2004 New motorcycle model - "Ambition 135" introduced
Hero Honda became the World No. 1 Company for the third consecutive year.
Crossed sales of over 2 million units in a single year, a global record
Splendor - World's largest selling motorcycle crossed the 5 million mark
New motorcycle model - "CBZ*" introduced Joint Technical Agreement renewed,Total sales
crossed a record of 10 million motorcycles
25

26. 2005 Hero Honda is the World No. 1 for the 4th year in a row
New motorcycle model - "Super Splendor" introduced
New motorcycle model - "CD Deluxe" introduced
New motorcycle model - "Glamour" introduced
New motorcycle model - "Achiever" introduced
First Scooter model from Hero Honda - "Pleasure" introduced
2006 Hero Honda is the World No. 1 for the 5th year in a row 15 million production milestone
achieved
2007 Hero Honda is the World No. 1 for the 6th year in a row
New 'Splendor NXG' launched
New 'CD Deluxe' launched
New 'Passion Plus' launched
New motorcycle model 'Hunk' launched
20 million production milestone achieved
2008 Hero Honda Haridwar Plant inauguration
New 'Pleasure' launched Splendor NXG lauched with power start feature
New motorcycle model 'Passion Pro' launched
New 'CBZ Xtreme' launched
25 million production milestone achieved
CD Deluxe lauched with power start feature
New 'Glamour' launched
2009
2010
2011
Hunk' (Limited Edition) launched Splendor completed 11 million production landmark
New motorcycle model 'Karizma - ZMR' launched Silver jubilee celebrations
New model Splendor Pro launchedLaunch of new Super Splendor and New Hunk
New licensing arrangement signed between Hero and Honda
Launch of new refreshed versions of Glamour, Glamour FI, CBZ Xtreme, Karizma
26

27. Crosses the landmark figure of 5 million cumulative sales in a single year
2012 Migration of all products to Brand Hero.
Launch of Impulse, Maestro and Ignitor.
Debut in the AMA Superbike Racing in the US.
Strategic partnership with Erik Buell Racing (EBR) of USA.
2013 Neemrana Plant Foundation Stone laid.
Global Parts Centre Foundation Stone laid.
50 Million cumulative 2 wheelers production.
PROMINENT AWARDS TO THE COMPANY
Year Awards & Recognitions
2013
2012
• Green Pioneer Award - 2013
• "Business Leader of the Year" Award by Hon'ble President of India, Shri. Pranab
Mukherjee, at the AlMA Managing India Awards 2013 on April 11, 2013
(Conferred on Mr. Pawan Munjal)
• "Business Leader of the Year" Award in the Auto (Two Wheelers) category by
Deputy Chairman of the Planning Commission Mr. Montek Singh Ahluwalia, at
the NDTV Business Leadership Awards 2013 (Conferred on Mr. Pawan Munjal)
• CFO of the year Award (Conferred on Mr. Ravi Sud)
 Business Leader in Automobiles (two-wheelers) at the NDTV Profit Business
Leadership Awards 2012 (Conferred upon Mr. Pawan Munjal)
 Best value for Money Bike Maker and Best Advertising in Two Wheelers Category at
the Auto India Best Brand Awards 2012
 Digital Advertiser of the year at the Indian Digital Media Awards (IDMA) 2012
 Three awards (Launch Event of the year, Rural Engagement Progamme and Live
Patron Award for Marketing Excellence) at the WOW Awards organised by EventFAQs
Two-wheeler Manufacturer of the Year award by Bike India magazine.
Adjudged the "Bike Manufacturer of the Year" at the Economic Times ZigWheels Car
and Bike Awards.
27

28. 2011
2010
- CNBC Awaaz - Storyboard special commendation for "Effective rebranding of a new
corporate entity" by CNBC Awaaz Consumer Awards
- "Most Recommended Two-Wheeler Brand of the Year" award by CNBC Awaaz
Consumer Awards
- Colloquy Loyalty Awards "Innovation in Loyalty Marketing International 2011"
for Hero GoodLife
- "Best Activity Generating Short or Long-Term Brand Loyalty" by the Promotion
Marketing Award of Asia Order of Merit for Hero GoodLife
- Ranked No 1 brand in the Auto (Two-Wheelers) category in the Brand Equity "Most
Trusted Brand" 2011 survey
Company of the Year awarded by Economic Times Awards for Corporate Excellence
2008-09.
CNBC TV18 Overdrive Awards 2010 'Hall of Fame' to Splendor
NDTV Profit Car & Bike Awards 2010 -
• Two-wheeler Manufacturer of the Year
• CnB Viewers' Choice Two-wheeler of the Year (Karizma ZMR)
Bike Maker of the Year by ET-ZigWheels Car & Bike of the Year Awards 2009
2009 'Two-wheeler Manufacturer of the Year' by NDTV Profit Car & Bike Awards 2009
and Passion Pro adjudged as CNB Viewers' Choice two-wheeler
Top Indian Company under the 'Automobile - Two-wheelers' sector by the Dun &
Bradstreet-Rolta Corporate Awards
Won Gold in the Reader's Digest Trusted Brand 2009 in the 'Motorcycles' category
NDTV Profit Business Leadership Awards 2009 - two-wheeler category
28

29. 2008 NDTV Profit Business Leadership Award 2008 - Hero Honda Wins the Coveted
"NDTV Profit Business Leadership Award 2008"
TopGear Design Awards 2008 - Hunk Bike of the Year Award
NDTV Profit Car India & Bike India Awards - NDTV “Viewers’ Choice Award” to
Hunk in Bike category
IndiaTimes Mindscape and Savile Row ( A Forbes Group Venture ) Loyalty Awards
- “Customer and Brand Loyalty Award” in Automobile (two-wheeler) sector
Asian Retail Congress Award for Retail Excellence (Strategies and Solutions of
business innovation and transformation) - Best Customer Loyalty Program in Automobile
category
NDTV Profit Car India & Bike India Awards - Bike Manufacturer of the year
Overdrive Magazine - Bike Manufacturer of the year
TNS Voice of the Customer Awards:
• No.1 executive motorcycle Splendor NXG
• No.1 standard motorcycle CD Deluxe
• No. premium motorcycle CBZ Xtreme
2007 The NDTV Profit Car India & Bike India Awards 2007 in the following category:
• Overall "Bike of the Year" - CBZ X-treme
• "Bike of the Year" - CBZ X-treme (up to 150 cc category)
• "Bike Technology of the Year" - Glamout PGM FI
"Auto Tech of the Year" - Glamout PGM FI by Overdrive Magazine.
"Bike of the Year" - CBZ X-treme by Overdrive Magazine.
Ranked CBZ X-treme "Bike of the Year" - by B S Motoring Magazine
“Most Trusted Company” , by TNS Voice of the Customer Awards 2006.
CD Deluxe rated as "No 1 standard motorcycle" by TNS Voice of the Customer Awards
2006.
2006 Adjudged 7th Top Indian Company by Wallstreet Journal Asia (Top Indian Two Wheeler
Company).
One of the 8 Indian companies to enter the Forbes top 200 list of world’s most reputed
companies.
29

30. No. 1 in automobile industry by TNS Corporate Social Responsibility Award.
Best in its class awards for each category by TNS Total Customer Satisfaction Awards
2006:
• Splendor Plus (Executive)
• CD Deluxe (Entry)
• Pleasure (Gearless Scooters)
Splendor & Passion - Top two models in two wheeler category by ET Brand Equity
Survey 2006
Adjudged 7th Top Indian Company by Wallstreet Journal Asia (Top Indian Two Wheeler
Company).
Top Indian company in the Automobile - Two Wheeler sector by Dun & Bradstreet -
American Express Corporate Awards 2006.
Hero Honda Splendor rated as India's most preferred two-wheeler brand at the Awaaz
Consumer Awards 2006
Certificate of Export Excellence for outstanding export performance during 2003-04 for
two-wheeler & three- wheelers - Complete (Non SSI) by Engineering Export Promotion
Council.
CORPORATE SOCIAL RESPONSIBILITY (CSR)
STAKEHOLDER TIES AT THE GRASSROOTS
Hero Honda Motors takes considerable pride in its stakeholder relationships, especially
ones developed at the grassroots. The Company believes it has managed to bring an
economically and socially backward region in Dharuhera, Haryana, into the national
economic mainstream.
An Integrated Rural Development Centre has been set up on 40 acres of land along the
Delhi-Jaipur Highway. The Centre-complete with wide approach roads, clean water, and
30

31. education facilities for both adults and children-now nurtures a vibrant, educated and
healthy community.
The Foundation has adopted various villages located within vicinity of the Hero Honda
factory at Dharuhera for integrated rural development. This includes:
• Installation of deep bore hand pumps to provide clean drinking water.
• Constructing metalled roads and connecting these villages to the National
Highway (NH -8).
• Renovating primary school buildings and providing hygienic water and toilet
facilities.
• Ensuring a proper drainage system at each of these villages to prevent water-
logging.
• Promoting non-conventional sources of energy by providing a 50 per cent subsidy
on biogas plants.
The Raman Munjal Vidya Mandir began with three classes (up to class II) and 55
students from nearby areas. It has now grown into a modern Senior Secondary, CBSE
affiliated co-educational school with over 1200 students and 61 teachers. The school has
a spacious playground, an ultra-modern laboratory, a well-equipped audio visual room,
an activity room, a well-stocked library and a computer centre.
The Raman Munjal Sports Complex has basketball courts, volleyball courts, and
hockey and football grounds are used by the local villagers. In the near future, sports
academies are planned for volley ball and basket ball, in collaboration with National
Sports Authority of India.
Vocational Training Centre
In order to help local rural people, especially women, Hero Honda has set up a
Vocational Training Centre. So far 26 batches comprising of nearly 625 women have
been trained in tailoring, embroidery and knitting. The Company has helped women
31

32. trained at this centre to set up a production unit to stitch uniforms for Hero Honda
employees. Interestingly, most of the women are now self-employed.
Adult Literacy Mission
This Scheme was launched on 21st September, 1999, covering the nearby villages of
Malpura, Kapriwas and Sidhrawali. The project started with a modest enrolment of 36
adults. Hero Honda is now in the process of imparting Adult Literacy Capsules to another
100 adults by getting village heads and other prominent villagers to motivate illiterate
adults.
Marriages of underprivileged girls
Marriages are organized from time to time, particularly for girls from backward classes,
by the Foundation by providing financial help and other support to the families.
Rural Health Care
Besides setting up a modern hospital, the Foundation also regularly provides doorstep
health care services to the local community. Free health care and medical camps are now
a regular feature in the Hero Group's community outreach program
KEY POLICIES AN ENVIRONMENTALLY AND SOCIALLY, AWARE
COMPANY
At Hero Honda, our goal is not only to sell you a bike, but also to help you every step of
the way in making your world a better place to live in. Besides its will to provide a high-
quality service to all of its customers, Hero Honda takes a stand as a socially responsible
enterprise respectful of its environment and respectful of the important issues.
Hero Honda has been strongly committed not only to environmental conservation
programmers but also expresses the increasingly inseparable balance between the
economic concerns and the environmental and social issues faced by a business. A
business must not grow at the expense of mankind and man's future but rather must serve
32

33. mankind.
"We must do something for the community from whose land we generate our
wealth."
A famous quote from our Worthy Chairman Mr.Brijmohan Lall Munjal.
Environment Policy
We at Hero Honda are committed to demonstrate excellence in our environmental
performance on a continual basis, as an intrinsic element of our corporate philosophy.
To achieve this we commit ourselves to:
• Integrate environmental attributes and cleaner production in all our business
processes and practices with specific consideration to substitution of hazardous
chemicals, where viable and strengthen the greening of supply chain.
• Continue product innovations to improve environmental compatibility.
• Comply with all applicable environmental legislation and also controlling our
environmental discharges through the principles of "alara" (as low as reasonably
achievable).
• Institutionalise resource conservation, in particular, in the areas of oil, water,
electrical energy, paints and chemicals.
• Enhance environmental awareness of our employees and dealers / vendors, while
promoting their involvement in ensuring sound environmental management.
Quality Policy
Excellence in quality is the core value of Hero Honda's philosophy.
We are committed at all levels to achieve high quality in whatever we do, particularly in
our products and services which will meet and exceed customer's growing aspirations
through:
• Innovation in products, processes and services.
• Continuous improvement in our total quality management systems.
• Teamwork and responsibility.
Safety Policy
33

34. Hero Honda is committed to safety and health of its employees and other persons
who may be affected by its operations. We believe that the safe work practices lead to
better business performance, motivated workforce and higher productivity.
We shall create a safety culture in the organization by:
• Integrating safety and health matters in all our activities.
• Ensuring compliance with all applicable legislative requirements.
• Empowering employees to ensure safety in their respective work places.
• Promoting safety and health awareness amongst employees, suppliers and
contractors.
• Continuous improvements in safety performance through precautions besides
participation and training of employees.
INTRODUCTION ABOUT PHOENIX DEALER PROFILE (PHOENIX
MOTORS)
PHOENIX MOTORS PVT LTD is dealership type of business. PHOENIX MOTORS
PVT LTD. is established on 21st
march 2003. The business is running by only one man.
The owner name is ch .madhu mathi the firm is located at habsiguda in Hyderabad.
Generally the sale will be either on cash basis or on institutional basis. Bank
like ICICI, HDFC and CENTURION are providing loans to customers.
Advertising strategy of phoenix motors:
They are giving the ads through newspapers, wall paintings, hoardings
and field staff. They are upgrading sales by introducing the schemes, group bookings,
institutional sales and customer door-to-door activities.
Categorization of Staff members:
Staff members are categorized for technicians, 25 members are
allotted for field staff, 5 members are recruited for sales for persons, 5 persons are placed
for evaluating for spare parts, 5 members are allotted for managerial accounts and another
3 persons for cash transaction and other members are allotted for remaining work.
Customer relationship:
34

35. They entertain the showroom providing a customer’s huge having
pool game, internet facility and television with home there system. They provide bile
maintenance programs on every week.
According to other dealers PHOENIX motors in first in sales and best in service. They
treat customer, is the very important person at PHOENIX motors customer satisfaction is
their motto, why because, they will satisfied customer is the best advertisement. They
provide better value for the customers and as well as employees also. At PHOENIX
motors the customer is the boss.
SALES STRATEGY OF PHOENIX MOTORS:
Average they are selling 28 vehicles per day. PHOENIX motors PVT L.T.D
is the A.P s NO.1 dealership in sales and other activities? It is a QLAD (qualify leader
through quality dealer). At PHOENIX motor they gave the quality service to the
customers why because ‘the cost is long forgotten but the quality is remembered for
ever”. They treat quality has a...
Q Quest for excellence
U Understanding customer’s needs
A Action to achieve customer’s appreciation.
L Leadership determined to be a leader
I involving all the people
T Team spirit to work for a common goal
Y Yard sticks to measure programs.
WARRANTY ON PROPRIETARY ITEMS:
Warranty on proprietary items like Tyros, Tubes and Battery etc, will be
directly handled by the respective original manufactures (OEM’s) except AMCO for
batteries and Dunlop and Falcon tires and Tubes. In case of any defect in proprietary
items, other than the above two mentioned OEM’S the dealers must approach the Brach
office dealer of the respective manufacture. For AMCO batteries and Dunlop and falcon
tires, tubes claims will be accepted at our authorized dealerships per the mutually agreed
terms and conditions between HERO and of these two OEM’s in case the claim is not
accepted for invalid reasons. Then the claim along with the refusal note form the OEM
can be sent to the warranty section at gorgon plan after due to recommendation of the
area service engineer. If any other six services or subsequent paid services is not availed
35

36. as per the recommended schedule given in the owner’s manual. If HERO recommended
engine oil is not used. To normal wear & tear components like bulbs, electric wiring,
filters, spark plug, clutch plates, braded shoes, fasteners, shim washers, oil seals, gaskets,
rubber parts (other than tyre and tube) plastic components, chain$ sprockets and in case
of wheel rim misalignment or bend.
If there is any damage due o modification or fittings of accessories other than ones
recommended by HERO. If the motor has been used in any competitive events like
tracking races or rallies. If there is any damage to the painted surface due to industrial
pollution or other extraneous factors. For clams made for any consequential damage due
to any previous malfunction. For normal phenomenon like noise, vibration, oil seepage,
which do not affect the performance of the motorcycles.
SOCIAL SERVICE ACTIVITIES
PHOENIX motors participate and conduct social service activities. Recently the
phoenix motors organized a BLOOD DONATION CAMP for the trust on 21st
January
2006.they motivated on the consumers to participated in this camp and also provide
certificate for the customers
THE MARKETED BIKES OF PHOENIX (All Hero Moto Corp.)
36

37. 37

38. 38

39. 39

40. CUSTOMER RELATIONSHIP:
To entertain the customers the showroom providing a customers huge having pool
game, Internet facility and television with home theatre system. They provide bike
maintenance programs on every week. According to other dealers PHOENIX motors in
first in sales and best in service. They treat customer, is the very important person at
PHOENIX motors customer satisfaction is their motto, why because, the well satisfied
40

41. customer is the best advertisement. They provide better value for the customers and as
well as employees also. At PHONIX motors the customer is the boss.
SOCIAL SERVICE ACTIVITIES
PHOENIX Motors participates in social service activities. The Phoenix motors
organize a BLOOD DONATION CAMP for the trust in every year. They motivated on
the customers to participated in this camp and also provide Certificate for the customers.
41

42. CHAPTER-III
LITERATURE REVIEW
42

43. Customer Satisfaction
Definition of Customer Satisfaction
Kotler (1997) defines customer satisfaction as follows:
Satisfaction is a person's feelings of pleasure or disappointment resulting from comparing
a Product’s perceived performance (or outcome) in relation to his or her expectations.
Brown (1992) defines customer satisfaction as:
The state in which customer needs, wants and expectations throughout the product or
service's life are met or exceeded resulting in repeat purchase, loyalty and favorable
worth-of mouth.
According to Jones and Sasser (1995), four basic elements affect customer satisfaction.
They are: The basic elements of the product or service, basic support services, a recovery
process for counteracting bad experiences, and extraordinary service. There are many
definitions of the key elements of the services, but this one is considered appropriate in
the context of care or after sales services.
Satisfaction is a function of perceived performance and expectation. If the performance
matches the expectations the customer is satisfied. If the performance exceeds the
expectation the customer is highly satisfied and delighted. If the performance does not
43

44. match the expectations the customer is dissatisfied. Satisfaction is a person’s feelings of
pleasure of disappointment resulting for comparing a products perceived performance
(out-come) in relation t his/her expectation. The link between customer satisfaction and
customer loyalty is proportional. Suppose customer satisfaction is rated on a scale from 1
– 5. At a very low levels of customer satisfaction.
.Level-1, customers are likely to abandon.
Level-2 to 4, customers are fairly satisfied but still find tit easy to switch when a
better offer comes along.
Level-5, the customer is very likely to repurchase an even spread good word of
mouth about the company.
Customers are very likely to repurchase LEVEL5
Customers are fairly satisfied LEVEL 2-4
Low level of customer satisfaction LEVEL 1
The key to generating high customer loyalty is to deliver high customer value. A
company’s value proposition is much more than it’s positioning on a single attribute.
Most of the successful companies are raising expectations and delivering performances to
match. These companies are aiming for TCS – Total Customer Satisfaction. Customer
satisfaction is both a goal and a marketing tool. Companies that achieve high customer
satisfaction ratings make sure that their target market is known.
After sales support management system is apart of ERP Enterprise Resource
Planning solution dealing with the support module after the sales of product. It creates an
44

45. advanced environment to the organization, which are in to technical support after sales
e.g. Companies offering electronic goods and motor vehicles etc.
Measuring customer satisfaction
Organizations need to retain existing customers while targeting non-customers;.
Measuring customer satisfaction provides an indication of how successful the
organization is at providing products and/or services to the marketplace.
45

46. Customer satisfaction is an abstract concept and the actual manifestation of the state of
satisfaction will vary from person to person and product/service to product/service. The
state of satisfaction depends on a number of both psychological and physical variables
which correlate with satisfaction behaviors such as return and recommend rate. The level
of satisfaction can also vary depending on other factors the customer, such as other
products against which the customer can compare the organization's products.
Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988
delivered SERVQUAL which provides the basis for the measurement of customer
satisfaction with a service by using the gap between the customer's expectation of
performance and their perceived experience of performance. This provides the researcher
with a satisfaction "gap" which is semi-quantitative in nature. Cronin and Taylor
extended the disconfirmation theory by combining the "gap" described by Parasuraman,
Zeithaml and Berry as two different measures (perception and expectation) into a single
measurement of performance relative to expectation.
The usual measures of customer satisfaction involve a survey with a set of statements
using a Likert Technique or scale. The customer is asked to evaluate each statement in
terms of their perception and expectation of performance of the service being measured.
Methodologies
American Customer Satisfaction Index (ACSI) is a scientific standard of customer
satisfaction. Academic research has shown that the national ACSI score is a strong
predictor of Gross Domestic Product (GDP) growth, and an even stronger predictor of
Personal Consumption Expenditure (PCE) growth. On the microeconomic level, research
has shown that ACSI data predicts stock market performance, both for market indices and
for individually traded companies. Increasing ACSI scores has been shown to predict
loyalty, word-of-mouth recommendations, and purchase behavior. The ACSI measures
customer satisfaction annually for more than 200 companies in 43 industries and 10
economic sectors. In addition to quarterly reports, the ACSI methodology can be applied
to private sector companies and government agencies in order to improve loyalty and
purchase intent. Two companies have been licensed to apply the methodology of the
46

47. ACSI for both the private and public sector: CFI Group, Inc.applies the methodology of
the ACSI offline, and Foresee Results applies the ACSI to websites and other online
initiatives. ASCI scores have also been calculated by independent researchers, for
example, for the mobile phones sector.
The Kano model is a theory of product development and customer satisfaction developed
in the 1980s by Professor Noriaki Kano that classifies customer preferences into five
categories: Attractive, One-Dimensional, Must-Be, Indifferent, Reverse. The Kano model
offers some insight into the product attributes which are perceived to be important to
customers. Kano also produced a methodology for mapping consumer responses to
questionnaires onto his model.
SERVQUAL or RATER is a service-quality framework that has been incorporated into
customer-satisfaction surveys (e.g., the revised Norwegian Customer Satisfaction
Barometer) to indicate the gap between customer expectations and experience.
J.D. Power and Associates provides another measure of customer satisfaction, known for
its top-box approach and automotive industry rankings. J.D. Power and Associates'
marketing research consists primarily of consumer surveys and is publicly known for the
value of its product awards.
Other research and consulting firms have customer satisfaction solutions as well. These
include A.T. Kearney's Customer Satisfaction Audit process, which incorporates the
Stages of Excellence framework and which helps define a company’s status against eight
critically identified dimensions.
For Business to Business (B2B) surveys there is the InfoQuest box. This has been used
internationally since 1989 on more than 110,000 surveys (Nov '09) with an average
response rate of 72.74%. The box is targeted at "the most important" customers and
avoids the need for a blanket survey.
47

48. Improving Customer Satisfaction
Published standards exist to help organizations develop their current levels of customer
satisfaction. The International Customer Service Institute (TICSI) has released The
International Customer Service Standard (TICSS). TICSS enables organizations to focus
their attention on delivering excellence in the management of customer service, whilst at
the same time providing recognition of success through a 3rd Party registration scheme.
TICSS focuses an organization’s attention on delivering increased customer satisfaction
by helping the organization through a Service Quality Model.
TICSS Service Quality Model uses the 5 P's - Policy, Processes, People, Premises,
Product/Services, as well as performance measurement. The implementation of a
48

49. customer service standard should lead to higher levels of customer satisfaction, which in
turn influences customer retention and customer loyalty.
The functional features include:
 Customer complaints tracking
 Service engineers information tracking
 Job scheduling for the complaints
 Spares management
 Online support
 Reports
Customer complaints tracking
Complaint is the start point of any technical support system. With out a client
request the technical support is not initiated. Complaint tracking is done as follows:
 Client may come down or make a phone call or complaint online
 The client is validated. The client may have an annual maintenance contract or
may have a product in warranty or of warranty.
 The intensity of the complaint is to be estimated to allocate resources.
 Expected service type has to be finalized. It may be online assistance indoor
or onsite assistance.
Service Engineers information tracking:
49

50. Information about the engineers is inevitable in job scheduling. Information about
the engineers has to be added, deleted or modified in the database. It may contain the
following: the name, id of the engineer; the skill set of the manager; the status of the
engineer.
Job scheduling for the complaints:
Job scheduling means sequencing the request to its intensity, assignment of a
service engineer and creating a job card. It is done to optimize the technical resources and
to render the best service to the customer. Minor problem are processed by technicians
requests are handled by the expert team.
The job card includes the following:
The compliant id, the assigned engineer id, the data and time of service, the spare
details, no. of man hours required etc.
 The spare part name and serial number
 The available quantity of each spare part
 The prize, warranty and other specifications
 The supplier information.
Online support:
The service is done online also. The client may visit the website to obtain basic
support information about the product and FAQ. He can chat with the service engineer on
phone or online.
Report:
The report reflects the current status of the system. The reports that can be generated are
as follows:
50

51.  Customer request report status of the system. The reports that can be requests.
 Service engineer report provides the information about the skills and strengths of
the support team.
 Job scheduling report states the allotment of engineers to jobs.
 Spares report discloses the availability of all the shapes in the system.
 Receipts and payments report gives information about the cash flow in the
system.
 Bills generation.
Customer satisfaction tracking:
Customer satisfaction is the key concept to dictate the future of the organization.
In order to maximize the customer satisfaction along with quick response and efficient
service some other activities are to be performed.
They may be as follows:
 Reception of the customer with hospitality.
 Entertaining environment to the customer.
 Providing guidance about the usage and maintenance of the product.
 Offering gift and discounts.
51

52. Operationalisation of Customer Satisfaction
As customer needs and expectations are changing all the time, this will lead to a
situation whereby customers keep setting ever higher standards, and therefore to achieve
perfection is impossible. Markets should be seen as a group of individual companies, and
each of them must be treated individually with different requirements, experiences,
commitments, and relationships. Implementing customer satisfaction philosophy means
identifying customers, then identifying their needs and expectations and finally,
measuring their perceptions. Knowing the needs of the customer makes it easier to
anticipate the ideal set of products and services. A major flaw for all the companies has
proved to be their inability to understand other ways that customers can be satisfied. By
implementing direct and continuous employee contacts with the customers, the
52

53. customers' requirements and expectations can be determined. This employee-customer
connection additionally conveys the message that the company cares about their
customers.
Customer needs can be determined through marketing research, customer
interviews, reading customer concerns, or involving customers in the design of services
and service deliveries. In order to decide if the service can be provided at a profit, it is
necessary to link value equation to the strategic service vision. Working together with
both supplier and customer can increase profitability by expanding margin potential.
A customer satisfaction study should begin by asking about the factors affecting
customer satisfaction, how important those factors are for the whole, and the level of
customer satisfaction. A problem with customer satisfaction surveys (Naumann, 1994) is
that a poor customer satisfaction programme yields vague data and raises customer
expectations. If customer expectations are raised and a company's performance remains
the same, the customer's overall satisfaction will decrease.
Business Definition for: After-sales Service
• Customer support following the purchase of a product or service. In some cases,
after-sales service can be almost as important as the initial purchase. The
manufacturer, retailer, or service provider determines what is included in any
warranty (or guarantee) package. This will include the duration of the warranty
traditionally one year from the date of purchase, but increasingly two or more
year’s maintenance and/or replacement policy, items included/excluded, labor
costs, and speed of response. In the case of a service provider, after-sales service
might include additional training or helpdesk availability. Of equal importance is
the customer's perception of the degree of willingness with which a supplier deals
with a question or complaint, speed of response, and action taken.
53

54. After Sales Excellence
After Sales Excellence is a key driver for customer satisfaction and loyalty but also a
very important source of revenues and profits throughout a vehicle lifecycle. Our after
sales experts support our clients in all relevant areas of after sales service to improve the
internal cost base, the retail attractiveness as well as customer satisfaction. Our results are
measurable - significant improvements on key indicators such as warranty costs, service
quality, and fixed first visit rate.
Supply Chain Excellence
Our Supply Chain Excellence service enables you to realize substantial improvements in
your supply chain performance in terms of cost, efficiency, lead times, demand
management, customer service and working capital requirements. We measure, improve
and qualify supply chain organizations and processes and support our clients by
identifying and rapidly implementing cost and efficiency savings in the entire supply
chain. This can be achieved with the comprehensive, cross-functional redesign of all
logistics processes leveraging the entire supply chain including customers and suppliers.
With our proven Integrated Supply Chain Excellence Audit we quickly identify gaps to
proven best practices and benchmarks within, and beyond, the Automotive Industry.
Value Chain Design
Constantly reviewing the companies’ value chain in a rapidly evolving environment;
deriving required core competencies and partnerships is a key management
responsibility. We help our clients design their value chain in terms of a global
engineering footprint, production and service network, thereby improving efficiency and
customer satisfaction in alignment with corporate strategy.
Customer Contacts and Relationships
In all cases, the supplier had been involved with the customer since the beginning
of the network building. It is difficult to distinguish whether some of the changes in
customer-supplier relationship were due to the duration of the relationship between the
54

55. two parties and whether some of the changes were caused by changes in the customer's
needs resulting from the customer's new position in the network life cycle curve. For the
results of this research, that question in terms of the underlying factors has not addressed,
but for future studies, it would be relevant to clarify which of these two factors is the
more significant or in fact, whether they can be distinguished.
Relation of the Care to Customer Satisfaction
Innis and La Londe (1994) discovered that several customer satisfaction variables
significantly affect a customer's total customer satisfaction. Customer service attributes
received high ratings for the importance of customer satisfaction. Attributes for physical
distribution of customer service were rated higher than many marketing attributes.
Most Important Services
Barsky (1995) proposed that what is important for one customer may not be
important for another. Barsky proposes this in the area of priority marketing, and the idea
was applied to different services in general. When a buyer considers closer integration
with a supplier, they may consider that it will most likely limit the number of potential
suppliers and fear that the partner may take advantage of this by increasing prices or
delivering poorer quality or poorer service. Interlocking with the supplier can limit the
opportunity to acquire innovations if the supplier lacks the capability of being a leading-
edge supplier. Research has shown that there are frequently differences between the
views of the supplier's management on customer value and the customers' views on what
they say they value. This was studied in the present study as well.
55

56. CHAPTER-IV
DATA ANALYSES
56

57. &
INTERPRETATION
DATA ANALYSES
1. What is the model of BIKE used by customers?
A) SPLENDER +
B) PASSION +
C) GLAMOUR
D) CBZ X-TREME
E) KARIZMA
57

58. Interpretation:
It is observed that 37% of the total respondents use SPLENDER+, 37% of
the respondents use PASSION+,13% of the respondents use HEROHONDA
GLAMOUR,10% of the respondents use HEROHONDA CBZ-XTREM and last 03% of
respondents use HEROHONDA KARIZMA model.
2. Which type of BIKE have you bought?
S.No Models No.of Respondents Percentage
1
2
3
4
5
SPLENDER +
PASSION +
GLAMOUR
CBZ X-TREME
KARIZMA
37
37
13
10
03
37
37
13
10
03
Total No.of Respondents 100 100%
58

59. A) New
B) Pre Owned
94
6
0
10
20
30
40
50
60
70
80
90
100
New Pre Owned
Interpretation:
From the survey conducted it is observed that 94% of the respondent’s purchased
new bikes and 6% of the respondent’s purchased Pre Owned bikes.
S.No Buyers No. of Respondents Percentage
1
2
New
Pre Owned
94
6
94
6
Total No. of Respondents 100 100%
59

60. 3. Whether the price of the Vehicle is?
A) Affordable
B) Not Affordable
S.No Price No. of Respondents Percentage
1
2
Affordable
Not Affordable
85
15
85
15
Total No. of Respondents 100 100%
60

61. 85%
15%
Affordable
Not Affordable
Interpretation:
It is observed that 85% of the people feel that the price of vehicle is affordable,
and 15% of people feel that the price of vehicle is not affordable.
4. What is the purpose of buying this BIKE?
A) Personal use
B) Other use
S.No Purpose of buying No. of Respondents Percentage
1
3
Personal use
Other use
87
13
87
13
Total No. of Respondents 100 100%
61

62. Interpretation:
From the data collected it is observed that 87% of the customers use their vehicle
for personal use, 13 % of the buyers use for other use.
5. Who influenced in buying this BIKE?
A) Your self
B) Family
C) Friends
62

63. D) Advertisement
48
32
12
8
0
5
10
15
20
25
30
35
40
45
50
Your self Family Friends Advertisement
Interpretation:
S.No Influenced No. of Respondents Percentage
1
2
3
4
Your self
Family
Friends
Advertisement
48
32
12
8
48
32
12
8
Total No. of Respondents 100 100%
63

64. From the study it is observed that 48% is influenced by themselves, 36% feel that
the family place a vital role to purchase there vehicle, and then comes to friends 12% and
then advertisement 8%.
6. What does this BIKE convey?
A) Status
B) Necessity
C) Comfort
D) Other
S.No bike Conveys No. of Respondents Percentage
1
2
3
4
Status
Necessity
Comfort
Other
24
54
18
04
24
54
18
04
Total No. of Respondents 100 100%
64

65. 24
54
18
4
0 10 20 30 40 50 60
Status
Necessity
Comfort
Other
Interpretation:
From the data collected it is concluded that 24% of the consumers purchase the
vehicle to maintain the status, where as 54% of the consumers purchase the vehicle
because of their necessity. 18% of the consumer’s purchases as it give comfort, 12% of
the consumer purchase the vehicle for other reason.
7. What are the reasons for buying this BIKE?
A) Price
B) Mileage
C) Service
D) Brand Image
S.No Crucial No. of Respondents Percentage
1
2
3
4
Price
Mileage
Service
Brand Image
34
53
7
6
34
53
7
6
Total No. of Respondents 100 100%
65

66. 34
53
7 6
0
10
20
30
40
50
60
Price Mileage Service Brand Image
Interpretation:
It is concluded from the study that 34% of them say that price is crucial,
53% of them say mileage and 7% & 6% of them say service and brand image.
8. You use your BIKE mostly for?
A) Office
B) Family
C) Long drives
D) Shopping
66

67. 44
45
9
2
0 10 20 30 40 50
Office
Family
Long Drives
Shopping
Interpretation:
It was observed that 44% of the respondents use there vehicle for going to
office, 45% of the respondents use there vehicle to take there family out and
2% and 9% of the respondents use there vehicle of shopping and long drives.
S.No Bike used for No. of Respondents Percentage
1
2
3
4
Office
Family
Long Drives
Shopping
44
45
9
2
44
45
9
2
Total No. of Respondents 100 100%
67

68. 9. How long you will use this vehicle?
A) 1-2 years
B) 2-4 years
C) 4-8 years
D) 8 years & above
S.No How long you will
use
No. of Respondents Percentage
1
2
3
4
1-2 years
2-4 years
4-8 years
8 years & above
5
15
68
12
5
15
68
12
Total No. of Respondents 100 100%
68

69. 5
15
68
12
0
10
20
30
40
50
60
70
80
1-2 years 2-4 years 4-8 years 8 years &
above
Interpretation:
From the study it is observed that 5%and 15% of the consumer keep their
vehicle 1-2 years and 2-4 years and 68% and 12% of consumers keep their
vehicle for 4-8 years and 8 years &above.
10. Rate your satisfaction for the service provided by the Organization?
A) Excellent
B) Good
C) O.K
D) Poor
S.No Satisfaction level at
service station
No. of Respondents Percentage
1
2
3
4
Excellent
Good
O.K
Poor
7
61
24
8
7
61
24
8
Total No. of Respondents 100 100%
69

70. 7
61
24
8
0 10 20 30 40 50 60 70
Excellent
Good
O.K
Poor
Interpretation:
From the survey conducted satisfied level at service center show at X-axis
and No.Respondents at Y-axis. 7 % of the consumers said excellent, 61% said
good and 24% and 8% of the consumers said ok and poor.
11. Are you satisfied with mileage give by your bike?
A) yes
B) no
S.No Satisfied with
mileage
No. of Respondents Percentage
1
2
Yes
NO
81
19
81
19
Total No. of Respondents 100 100%
70

71. 81%
19%
Yes
NO
Interpretation:
It is observed that 81% of the respondents are satisfied with mileage given
by there bike and 19% are not satisfied with mileage given by their BIKES.
12. Express your satisfaction level on performance of your Vehicle?
A) satisfied
B) O.K
C) Not satisfied
71

72. 80%
20%
0%
Satisfied
O.K
Not satisfied
Interpretation:
S.No Performance of
your vehicle
No. of Respondents Percentage
1
2
3
Satisfied
O.K
Not satisfied
80
20
00
80
20
00
Total No. of Respondents 100 100%
72

73. It was observed that 80% of customers are satisfied on the overall
performance of the vehicle and 20% of the customers are at constant (o.k).
13. Comment on the prices charged at service station?
A) High
B) Medium
C) Reasonable
D) Low
S.No Comment on prices No. of Respondents Percentage
1
2
3
4
High
Medium
Reasonable
Low
8
38
56
2
8
38
56
2
Total No. of Respondents 100 100%
73

74. 8
38
56
2
0 10 20 30 40 50 60
High
Medium
Reasonable
Low
+
Interpretation:
It was observed that 8% of the respondents feel that the prices charged at service
station was high and 38% feel it is medium and 56% of the respondents feel that the
prices are reasonable cost and 2% feel that the prices are low.
14. How is the performance of the executives?
A) Excellent
B) Good
C) O.K
D) Poor
S.No Performance of
Executives
No. of Respondents Percentage
1
2
3
4
Excellent
Good
O.K
Poor
8
62
23
7
8
62
23
7
Total No. of Respondents 100 100%
74

75. 8
62
23
7
0 20 40 60 80
Excellent
Good
O.K
Poor
Interpretation:
it is observed that 8% of the respondents feel that performance of executives is
excellent, 62% of the respondents said that performance of the executives is good,
23% the respondents said the performance of the executives is ok and 7% of the
respondents said that performance of the executives is poor.
15. Would you like to change your bike?
1) Yes 2) No
SL.NO OPTIONS RESPONSE`
1 Yes 98
2 No 2
Source: customer survey (primary data)
Changing Bike
75

76. Interpretation:
From the above analysis we conclude that 2% of the customers wanted to change
their bike and 98% of the customers said not regarding the idea to change their choice
from Herohonda to other’s competitors .
16. YES, What is your rating factor for Bike which you will give
RATING FACTOR GOOD FAIR BAD
Quality
Price
Longevity
76
62 4 1
46 20 1
55 12 0

77. Others (_)
Interpretation:
By the above bar-chart we know that out of 100 respondents 67% have used the
Herohonda. Out of 67% respondents 62% people rated good quality, 4% respondent’s
rated fair quality and remaining 1% respondents rated bad quality.
Out of 67% respondents 46% respondents rated good price, 20% respondents rated
fair quality and remaining 1% respondents rated bad price.
Out of 67% respondents’ 55%respondents rated good longevity and 12%
respondent’s rated fair longevity.
17. If YES, how do you heard about HEROHONDA Products
a) Electronic media b) Print media
c) Sales person d) others ( )
77

78. Electronic media Print media Sales person others
17 51 16 11
Interpretation:
By this pie-chart we can analyze that most of response came from news paper promotion
is 54%,
Through electronic media is 18%, sales persons is 17% and rest of them by others, by this
we known that paper ads are best than others.
18. What way you think promotion of HERO MOTO CORP Products
Should be done
a) Offers b) Advertisement
c) Free Service d) others ( )
78

79. Offers Advertisement
And offers
Advertisement Free Service Free service and offers All the
above
8 10 17 42 5 6
Interpretation:
By this pie-chart we know that the promotions should be done by free service and
advertisement.
19. Is the appointment system useful to you?
1) Completely 2) Useful 3) Not useful
SL.NO OPTIONS RESPONSE`
1 Completely 25
2 Useful 73
3 Not useful 2
79

80. Source: customer survey (primary data)
Appointment system
Interpretation;
Among the 100 customers when a question was raised regarding the usefulness of
service appointment system 25% of the respondent said completely useful, 73% said
useful and 2% said not useful.
20. Do you get the information from service advisor on the services to be performed?
1) Completely 2) Adequately 3) Partially
SL.NO OPTIONS RESPONSE`
1 Completely 37
2 Adequately 54
3 Partially 9
Source: customer survey (primary data)
80

81. Information from service advisor
Interpretation:
From the above analysis we come to conclusion that 37% of the customers are
getting complete information from service advisor and 54% are getting adequately and
9% of the customers are getting partial information regarding the services to be
performed.
81

82. CHAPTER-V
 FINDINGS
 SUGGESTIONS
 CONCLUSION
 BIBLIOGRAPHY
 QUESTIONNAIRE
FINDINGS:
 Most of the buyers are professionals and business people using the Hero
MotoCorp Ltd bikes.
 94% of the respondents purchase new bikes only.
 Nearly about 85% of the customers feel that the price of vehicle is affordable.
82

83.  About 87% of the respondents use Hero MotoCorp Ltd bikes for there personal
use.
 The reason for purchase only Hero MotoCorp Ltd is necessity for 54% of the
customers, 24% of the consumers feels status and 18% feel comfortable.
 Many of the respondents are satisfied with regard to mileage, price.
 45% of the respondents use there vehicle to take there family out and 44% use for
going to office.
 61% of the respondents were satisfied with service provided by the dealer at the
service center, 24% and 7% of the respondents said ok and excellent, and 8% of
the respondents were not satisfied with service at service station.
 Above 56% of the respondents feel the prices are reasonable at the service center.
Where 8% and 38% of the respondents feel that the prize are high and medium
respectively.
 62% of the respondents feel that the overall performance of the vehicle is good,
8% and 23% of the respondents feel that the performance of the vehicle is
excellent and o.k.
SUGGESTIONS
 It is suggested that some more place should be provided for luggage.
 To provide better service to customers at work shop
83

84.  To make the vehicle more spacious inside
 To improve the comfort ness in the vehicle
 Skilled and experienced persons should be provided at service center, so that
problems of the vehicle should be resolved completely.
 Engine capacity should be increase, this leads to increase mileage and pickup
 To increase the place of parking at work shop.
CONCLUSION
“The global business environment is buzzing with the single most important issue of
Building a competitive edge by creating and retaining a large number of customers than
their goods and services every organization is therefore seized of the task of establishing
84

85. sustaining its worth to the customer, who has been rendered unpredictable by
competition”
Therefore every business is making a continuous effort for achieving customer effort for
achieving customer loyalty
In short it is total organizational culture and brand equity, which face challenge. So that
there is a perennial struggle amongst organizations to sustain their existence in the market
place, and hence in order to sustain the stiff competition the company has to take up
market Research frequently to know the changing needs & preference of the customers.
This helps the company to reframe the policies in providing cutting edge technology to
satisfy the customer & retain him for a life time.
BIBLIOGRAPHY
Principles of Marketing : Philip Kotler & Gary Armstrong
Marketing Research : G.C.Beri
85

86. Consumer Behavior : Leon G. Shiftman
Services Marketing : Adlarian Palmer
Magazines : Auto India
: Business Today
Journals : ICFAI General of Marketing
: Retail Marketing
Web Sites : www.HERO.com
: www.autofinlimited.com
: www.google.com
QUESTIONNAIRE
Name of Respondent: ___________________________________________________
Designation: ________________________ Income: ___________________________
Address: ______________________________________________________________
Phone No._________________ Email id: ___________________________________
86

87. 1. What is the model of bikes used by customers?
a. SPLENDER +
b. PASSION +
c. GLAMOUR
d. CBZ X-TREME
e. KARIZMA
2. Which type of bike have you bough
a) New
b) Pre Owned
3. Whether the price of the Vehicle is?
a) Affordable
b) Not Affordable
4. What is the purpose of buying this bike?
a) Personal use
b) Rental use
c) Other use
5. Who influenced in buying this bike?
a) Your self
b) Family
c) Friends
d) Advertisement
6. What does this bike convey?
a) Status
b) Necessity
c) Comfort
d) Other
87

88. 7. What are the reasons for buying this biker?
a) Price
b) Mileage
c) Service
d) Brand Image
8. You use your bike mostly for?
a) Office
b) Family
c) Long drives
d) Shopping
9. How long you will use this vehicle?
a) 1-2 years
b) 2-4 years
c) 4-8 years
d) 8 years & above
10. Rate your satisfaction for the service provided by the Organization?
a) Excellent
b) Good
c) O.K
d) Poor
11. Are you satisfied with mileage give by your bike?
a) yes
b) no
12. Express your satisfaction level on performance of your Vehicle?
88

89. a) satisfied
b) O.K
c) Not satisfied
13. Comment on the prices charged at service station?
a) High
b) Medium
c) Reasonable
d) Low
14. How is the performance of the executives?
a) Excellent
b) Good
c) O.K
d) Poor
15. Would you like to change your bike?
2) Yes 2) No
16. YES, What is your rating factor for Bike which you will give
RATING FACTOR GOOD FAIR BAD
Quality
Price
Longevity
Others (_)
17. If YES, how do you heard about Hero MotoCorp Ltd Products
89

90. a) Electronic media b) Print media
c) Sales person d) others ( )
18. What way you think promotion of Hero MotoCorp Ltd Products
Should be done
a) Offers b) Advertisement
c) Free Service d) others ( )
19.Is the appointment system useful to you?
1) Completely 2) Useful 3) Not useful
20. Do you get the information from service advisor on the services to be performed?
1) Completely 2) Adequately 3) Partially
21. Suggestions for the company?
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90