Idp

“A STUDY OF POST PURCHASE CONSUMER
EXPERIENCES OF SPORTS BIKES IN
BHARUCH CITY”
SUBMITTED BY:
Appoos Puspan (167370592003)
Tejas Makwana (167370592023)
GUIDED BY:
Dr. Subhash Yadav
IDP SEM IV

INTRODUCTION:
 The market of two wheelers is very wide and because of
technology, new products (two- wheeler) with new features
are introduced day by day.
 India is the second largest manufacturer and producer of two-
wheelers in the world. It stands next only to Japan and China
in terms of the number of two-wheelers produced and
domestic sales respectively.
 Edward Butler, an Englishman, built the first motor tricycle in
1884.
 The first gasoline-engine motorcycle to appear publicly was
built by Gottlieb Daimler, of Bad Cannstatt, Germany, in
1885.

 The Indian two-wheeler industry made a small beginning in
the early 50s when Automobile Products of India started
manufacturing scooters in the country.
 In 1948, Bajaj Auto began trading in imported Vespa
scooters and three-wheelers. Finally, in 1960, it set up a shop
to manufacture them in technical collaboration with Piaggio
of Italy.
 TVS Suzuki and Hero Honda brought in the first two-stroke
and four-stroke engine motorcycles respectively.
 The industry had a smooth ride in the 50s, 60s and 70s when
the Government prohibited new entries and strictly
controlled capacity expansion. The industry saw a sudden
growth in the 80s.

CONSUMER BUYING BEHAVIOUR
 Post purchase is the period of time after a customer
acquires a product or service.
Need Recognition
Information Search
Active Evaluation
Purchase
Post Purchase

MARKET SHARE OF BIKE
26.9, 27%
36.9, 37%
14.2, 14%
11.4, 11%
4.5, 5%
6.1, 6%
Sales
HONDA
HERO
TVS
BAJAJ
YAMAHA

LITERATURE REVIEW
Sr.
No.
Author Year of
publicatio
n/
volume/iss
ue/pages
Title of
research
paper
Objective of study Findings
1. K.P
Najeemudeen
Dr. N.
Panchanathm
Vol 6
Issue 08
August
2016
International
Journal of
Scientific and
Research
Publications
In this study, the
researcher was started
to investigate the
various determinants
of Consumer buying
behavior towards
brand image of
motorbikes in Chennai
city.
find out who influenced
them to buying behavior
and find out the
satisfaction level of their
motorbikes which they
own.
2. Vikram
Shende
International
Journal of
Scientific and
Research
Publications
To Analysis of
Research in
Consumer Behavior
of Automobile
Passenger Car
Customer”
This paper also attempts to
consolidate findings &
suggestions to overcome
present scenario of
stagnancy in sales and
cultivate future demand for
automobile car market.

3. Masoom
Ahmed
Fazluz
Zaman
Vol. 2, No.5;
Jan. 2013
Chapter of
Arabian
Journal of
Business and
Management
Review
Consumer’s
brand choice
behavior for car
Kuwait
In this study Safety
was the top
consideration
followed by quality,
value performance,
design, technology
and environment
4. Faizah
Mashahadi
&
MohdGha
zali
Mohayidin
Volume 1,
Number 1,
2015
OUM
International
Journal of
Business and
Management
Consumers’
Buying
Behavior toward
Local and
Imported Cars:
An Outlook
after the
Implementation
of ASEAN Free
Trade
Agreement
(AFTA) In
Malaysia
The findings of the
study show that
attributes of the car,
car maintenance,
acquisition process,
attitude of consumers,
and price of the car
were significant in
explaining the
purchasing pattern

PROBLEM STATEMENT
To know the post purchase consumer experiences of
sports bike.
TOPIC:
“A STUDY OF POST PURCHASE CONSUMER
EXPERIENCES OF SPORTS BIKES IN BHARUCH
CITY”

OBJECTIVE:-
To study post purchase consumer experiences of
sports bikes users in Bharuch city.
To find out the coping behaviour after purchase of
sports bike.
To find out the reasons for consumer Alienation.
To find out post purchase consumer aggression
towards sports bike services
To find out reasons of Regret, if any for purchasing
sports bike.

POST
PURCHASE
COPING
ALIENATION
AGGRESSI-
VENESS
REGRET

Conceptual Definition
POST PURCHASE : The behaviour after a
product purchase is called post purchase
behaviour.
SPORTS BIKE: is a motorcycle optimized whose
CC is above 200.
COPING : A finishing or protective course or cap
to an exterior masonry wall other like.

ALIENATION: Alienation is the state of a person
who has disengaged themselves or have been
alienated from the attentions from a person, place, or
thing they once enjoyed.
AGGRESSIVENESS : Aggressive behavior can
cause physical or emotional harm to others. It may
range from verbal abuse to physical abuse. It can also
involve harming personal property.
REGRET: Regret is a negative conscious and
emotional reaction to one’s personal decision-making,
a choice resulting in action or inaction. Regret is
related to perceived opportunity.

Research Design:
Descriptive research was conducted in this study to make the
research effective and useful to the needy.
Collection of Data:
Both the primary and secondary data was collected in this research
work.
Primary Data:
The primary data were collected using Questionnaire & Personal
interaction.
RESEARCH METHODOLOGY:-

Secondary Data:
 Internet, research reports, company journals. Data through
Internet.
Sample Size:
The measures the Customer satisfaction level research survey
was conducted with sample size of 300.
Data Collection:
The information is collected with the help of questionnaire
through personal interview and study is revealed that the most
of the customer are satisfied with the above 200cc.

Sample Survey Method:
Questionnaire
Study Area:
The study areas for the research work in Bharuch city.

Data Collection Instrument
 CREYER AND ROSS 1999
 RICHINS 1983
 ALISON 1978

LIMITATION OF THE STUDY
This research is geographically restricted to Bharuch city
only. Hence the result cannot be extrapolated to other
places.
The study is restricted only to the organized sector of two
wheeler industry.
Sample size was confined to 300 respondents keeping in
view of time and cost constraints.
Findings are based on sample survey. The information
executed by respondents may or may not be true because
some respondents may not be serious. However all
possible has been made to collect the information as
authentically as possible.
All interview questions are undisguised or direct. Hence
there is a scope for the respondents to be biased or
pretentious.

Gender
Valid
Frequency Percent
Female 43 14.3
Male 257 85.7
Total 300 100.0
0
100
200
300
FEMALE MALE TOTAL
43
257
300
Female Male Total
Frequency 43 257 300
Gender
 As per the above
table it is seen that
the out of total 300
respondents, 257
were male and 43
were female.

Age:
Valid Frequency Percent
Below 18 26 8.7
19-28 yrs 173 57.7
29-39 yrs 74 24.7
Above 40 27 9.0
Total 300 100.0
0
50
100
150
200
250
300
BELOW 18 19-28 YRS 29-39 YRS ABOVE 40 TOTAL
26
173
74
27
300
Age
 As per the above table
it is seen that 26
respondents were
between the below 18
age, 173 were
between19-28, 74 were
between29-39, 27 were
between above 40.

Education:
Diploma 36 12.0
Graduate 140 46.7
Post-Graduation 77 25.7
Doctorate 11 3.7
Professional 36 12.0
Total 300 100.0
0
50
100
150
200
250
300
36
140
77
11
36
300
Education
table it is seen that 36
respondents have
done diploma, 140
respondents were
Graduate, 77
respondents were
Post-Graduate, 11
respondents were
Doctorate,36
respondents were
Professional.

Occupation:
Government 42 14.0
Private 100 33.3
Own Business 71 23.7
Student 87 29.0
Total 300 100.0
0
50
100
150
200
250
300
GOVERNMENT PRIVATE OWN BUSINESS STUDENT TOTAL
42
100
71
87
300
Occupation
table it is seen that 42
respondents were
government
employee, 100
respondents were
private employee, 71
respondents were
have own business,
87 respondents were
students.

Annual Income:
<3 lakhs 123 41.0
3-5 Lakhs 74 24.7
5-10 Lakhs 77 25.7
> 10 Lakhs 26 8.7
Total 300 100.0
0
50
100
150
200
250
300
<3 LAKHS 3-5 LAKHS 5-10 LAKHS > 10 LAKHS TOTAL
123
74 77
26
300
Annual Income
 From the graph it is seen
that out of total 300
respondents, 123 were
having less than 3 lacs,
74 were having between
3.0 to 5.0 lacs ,77
respondents were having
between 5 to 10 lacs, and
26 were having less than
10 lacs.

WHAT IS YOUR MODE OF
PURCHASING A SPORTS BIKES?
Online 45 15.0
Offline 255 85.0
Total 300 100.0
0
50
100
150
200
250
300
ONLINE OFFLINE TOTAL
45
255
300
Mode of Purchase
 As per the above table
it is seen that 45
respondents were
made online purchase,
255 respondents were
made offline purchase.

NO. OF BIKES YOUR FAMILY HAVE
1 24 8.0
2 103 34.3
3 127 42.3
4 34 11.3
5 12 4.0
Total 300 100.0
0
50
100
150
200
250
300
1 2 3 4 5 TOTAL
24
103
127
34
12
300
No.of Bikes
As per the above
respondents were
having maximum 3
no of bike in family
followed by 2

YOU’RE DESIRE TO PURCHASE
_______BIKE?
Brand New 221 73.7
Used one 79 26.3
Total 300 100.0
0
100
200
300
BRAND NEW USED ONE TOTAL
221
79
300
Desire to Purchase
221 respondents were
desire to purchase
brand new bike, 79
respondents were
desire to purchase
used bike.

HOW OFTEN YOU PURCHASE A
NEW SPORTS BIKES?
1-2 Years 46 15.3
3-5 Years 135 45.0
More than 5 Years 119 39.7
Total 300 100.0
0
50
100
150
200
250
300
1-2 YEARS 3-5 YEARS MORE THAN 5
YEARS
TOTAL
46
135 119
300
Often you Purchase
 From the graph it is seen
that out of total 300
respondents, 46 were
often to purchase bike
between 1-2 years,135
were often to purchase
bike between 3-5 years
,119were often to
purchase bike more than
5 years.

MOST OF THE PROBLEMS ARE
SOLVED AFTER THE POST
PURCHASE OF A SPORTS BIKE
Strongly Disagree 3 1.0
Disagree 5 1.7
Neutral 50 16.7
Agree 114 38.0
Strongly Agree 128 42.7
Total 300 100.0
0
50
100
150
200
250
300
STRONGLY
DISAGREE
DISAGREE NEUTRAL AGREE STRONGLY
AGREE
TOTAL
3 5
50
114
128
300
Problem are Solved
 Here from the above graph it
is seen that out of 300
respondents, 3 respondents
were strongly disagree with
the statement, 5 were
disagree, 50 were neutral,
114 were agree, and 128 were
strongly agree with the
statement of the problem are
solved after the post purchase
of a sports bike.

I FOLLOW A PLAN TO MAKE THINGS
BETTER-MORE SATISFYING AFTER
MY PURCHASE OF A SPORTS BIKE
Strongly Disagree 2 .7
Disagree 16 5.3
Neutral 85 28.3
Agree 153 51.0
Total 300 100.0
0
50
100
150
200
250
300
STRONGLY
DISAGREE
AGREE
TOTAL
2
16
85
153
44
300
Frequency
Here from the above graph it
disagree, 85 were neutral, 153
were agree, and 44 were
statement regarding things
better-more satisfying after
my purchase of a sports bike .

IF THERE IS SOME PROBLEM RELATED
TO POST PURCHASE OF SPORTS BIKE
WHETHER I TRY TO CONTROL MY
EMOTIONS.
Disagree 29 9.7
Neutral 147 49.0
Agree 71 23.7
Total 300 100.0
0
50
100
150
200
250
300
STRONGLY
DISAGREE
AGREE
TOTAL
7
29
147
71
46
300
Frequency
Here from the above graph it is
seen that out of 300
were strongly disagree with the
statement, 29 were disagree,
147 were neutral, 71 were
agree, and 46 were strongly
agree with the statement
regarding control my emotion
after my purchase of a sports
bike

AFTER POST PURCHASE OF MY SPORTS
BIKE IF THERE IS SOME DISCONTENT, I
TRY TO LOOK AT THE BRIGHT SIDE OF
THINGS.
Disagree 67 22.3
Neutral 110 36.7
Agree 79 26.3
Total 300 100.0
0
50
100
150
200
250
300
7
67
110
79
37
300
Frequency
Here from the above graph
it is seen that out of 300
statement regarding bright
side of things after my
purchase of a sports bike

I TRY TO LOOK FOR THE GOOD IN
WHAT HAPPENED IF THERE IS SOME
PROBLEM IN MY SPORTS BIKE
Disagree 58 19.3
Neutral 86 28.7
Agree 83 27.7
Total 300 100.0
0
50
100
150
200
250
300
35
58
86 83
38
300
Frequency
statement regarding looking
good after my purchase of a
sports bike

I TRY TO MAKE THE BEST OF THE
SITUATION IN CASE OF DISSATISFACTION
RELATED TO THE PURCHASE OF MY
SPORTSBIKE
Disagree 58 19.3
Neutral 95 31.7
Agree 82 27.3
Total 300 100.0
0
100
200
300
STRONGLY
DISAGREE
AGREE
TOTAL
17
58
95 82
48
300
Frequency
Here from the above
graph it is seen that out of
300 respondents, 17
respondents were strongly
disagree with the
statement, 58 were
82 were agree, and 48
were strongly agree with
the statement regarding
dissatisfaction after my

THE NEGATIVE CHARACTERISTICS
OF A SPORTS BIKE ARE OFTEN NOT
DISCLOSED TO THE CONSUMER.
Disagree 54 18.0
Neutral 96 32.0
Agree 79 26.3
Total 300 100.0
0
50
100
150
200
250
300
STRONGLY
DISAGREE
AGREE
TOTAL
20
54
96
79
51
300
Frequency
respondents, 20
disagree with the
statement, 54 were
negative characteristics
after my purchase of a
sports bike

IT IS EMBARRASSING TO BRING A
NEWLY PURCHASED SPORTS BIKE
BACK TO THE STORE FOR REPAIRS
Disagree 64 21.3
Neutral 102 34.0
Agree 71 23.7
Total 300 100.0
0
100
200
300
STRONGLY
DISAGREE
AGREE
TOTAL
24
64
102
71
39
300
Frequency
statement regarding
embarrassing to bright a
newly purchased bike for
repairs .

I SPEND MORE MONEY ON SPORTS
BIKE THAN I CAN AFFORD, JUST TO
IMPRESS MY FRIENDS.
Agree 45 15.0
Neutral 87 29.0
Agree 93 31.0
Total 300 100.0
0
100
200
300
STRONGLY
DISAGREE
AGREE NEUTRAL AGREE STONGLY
AGREE
TOTAL
28
45
87 93
47
300
Frequency
respondents, 28
disagree with the
statement, 45 were
spend more money which
I can’t afford after my

I AM DISSATISFIED WITH THE
RECENT PURCHASE OF SPORTS
BIKE
Disagree 66 22.0
Neutral 88 29.3
Agree 63 21.0
Total 300 100.0
0
50
100
150
200
250
300
STRONGLY
DISAGREE
AGREE
TOTAL
29
66
88
63 54
300
Frequency
Here from the above
graph it is seen that out of
300 respondents, 29
disagree with the
statement, 66 were
dissatisfied with the
recent purchase of a
sports bike

THE WIDE VARIETY OF COMPETING
SPORTS BIKE MAKE INTELLIGENT
BUYING DECISION MORE DIFFICULT
Disagree 10 3.3
Neutral 62 20.7
Agree 102 34.0
Total 300 100.0
0
50
100
150
200
250
300
STRONGLY
DISAGREE
AGREE
TOTAL
10 10
62
102
116
300
Frequency
statement regarding
intelligent buying decision
made on purchase of a sports
bike

ADVERTISEMENT USUALLY
PRESENT A TRUE PICTURE OF THE
SPORTS BIKE
Disagree 34 11.3
Neutral 96 32.0
Agree 134 44.7
Total 300 100.0
0
50
100
150
200
250
300
STRONGLY
DISAGREE
AGREE
TOTAL
8
34
96
134
28
300
Frequency
advertisement a true picture
on purchasing a sports bike

AFTER PURCHASING THE SPORTS BIKE I
HAVE TRIED TO GET A COMPLAINT TAKEN
CARE OF BY CAUSING A STIR WHICH
ATTRACTS THE ATTENTION OF
CUSTOMERS.
Disagree 31 10.3
Neutral 142 47.3
Agree 78 26.0
Total 300 100.0
0
100
200
300
8 31
142
78
41
300
Frequency
Here from the above graph it is
seen that out of 300 respondents,
8 respondents were strongly
disagree with the statement, 31
were disagree, 142 were neutral,
statement regarding causing stir
on complaining after my

I GET A CERTAIN AMOUNT OF
SATISFACTION FROM PUTTING A
DISCOURTEOUS SERVICE PERSON IN
HIS/HER PLACE.
Disagree 66 22.0
Neutral 112 37.3
Agree 79 26.3
Total 300 100.0
0
50
100
150
200
250
300
5
66
112
79
38
300
Frequency
statement regarding
discourteous service after
my purchase of a sports
bike

SOMETIMES BEING NASTY IS THE
BEST WAY TO GET A COMPLAINT
TAKEN CARE OF RELATED TO MY
SPORTS BIKE
Disagree 44 14.7
Neutral 121 40.3
Agree 77 25.7
Total 300 100.0
0
100
200
300
STRONGLY
DISAGREE
AGREE
TOTAL
23
44
121
77
35
300
Frequency
respondents, 23
disagree with the
statement, 44 were
statement regarding
complaint take care after
my purchase of a sports
bike

I’LL MAKE A SCENE AT THE SPORTS BIKE
STORE IF NECESSARY TO GET A
COMPLAINT HANDLED TO MY
SATISFACTION.
Disagree 49 16.3
Neutral 133 44.3
Agree 64 21.3
Total 300 100.0
0
100
200
300
STRONGLY
DISAGREE
AGREE
TOTAL
24
49
133
64
30
300
Frequency
statement regarding
complaint handled to my
satisfaction after my
purchase of a sports bike22

SERVICE PERSON NEED TO BE TOLD
OFF WHEN THEY ARE RUDE AT THE
SERVICE STATION OF THE SPORTS
BIKE
Disagree 44 14.7
Neutral 108 36.0
Agree 78 26.0
Total 300 100.0
0
100
200
300
STRONGLY
DISAGREE
AGREE
TOTAL
14
44
108
78
56
300
Frequency
respondents, 14
disagree with the
statement, 44 were
rude at service after my

I REGRET MY CHOICE OF THIS
BRAND OF SPORTS BIKES
Disagree 54 18.0
Neutral 98 32.7
Agree 92 30.7
Total 300 100.0
0
50
100
150
200
250
300
14
54
98 92
42
300
Frequency
disagree, 98 were neutral,92
statement regarding regret
my choice after the

I THINK I MADE AN ERROR IN
JUDGMENT OF BUYING THE SPORTS
BIKE.
Disagree 59 19.7
Neutral 104 34.7
Agree 82 27.3
Total 300 100.0
0
100
200
300
16
59
104
82
39
300
Frequency
statement regarding error in
judgement after my purchase
of a sports bike

I AM CONFIDENT I MADE THE
BEST CHOICE BASED ON THE
INFORMATION AVAILABLE
Disagree 47 15.7
Neutral 106 35.3
Agree 91 30.3
Total 300 100.0
0
50
100
150
200
250
300
STRONGLY
DISAGREE
AGREE
TOTAL
13
47
106
91
43
300
Frequency
statement regarding best
choice for purchase of a
sports bike

I THINK THAT I SHOULD HAVE
CHOSEN A DIFFERENT BRAND OF
SPORTS BIKE
Disagree 58 19.3
Neutral 107 35.7
Agree 77 25.7
Total 300 100.0
0
100
200
300
STRONGLY
DISAGREE
AGREE
TOTAL
9
58
107
77
49
300
Frequency
statement regarding chosen
a different brand for my

I REALLY FEEL GOOD ABOUT MY
CHOICE OF BUYING THIS BRAND OF
SPORTS BIKE.(R)
Disagree 43 14.3
Neutral 107 35.7
Agree 73 24.3
Total 300 100.0
0
50
100
150
200
250
300
19
43
107
73 58
300
Frequency
statement regarding feel good
about my choice to purchase a
sports bike

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