LOVELY PROFESSIONAL UNIVERSITY DEPARTMENT OF MANAGEMENT

A STUDY ON CUSTOMER SATISFACTION TOWARDS TWO WHEELER HEROHONDA WITH REFERENCE TO CBZ-XTREAM

JALANDHAR

Submitted to Lovely Professional University In partial fulfillment of the requirements for the award of degree of MASTER OF BUSINESS ADMINISTRATION

Submitted by: Shatender Verma R1707A09

Supervisor: Miss Yogita Shani Lecturer

DEPARTMENT OF MANAGEMENT LOVELY PROFESSIONAL UNIVERSITY PHAGWARA

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(2009)

LOVELY PROFESSIONAL UNIVERSITY DEPARTMENT OF MANAGEMENT

The Faculty Advisor
TO WHOMSOEVER IT MAY CONCERN

This is to certify that the project report titled “A STUDY ON CUSTOMER SATISFACTION TOWARDS TWO WHEELER HERO-HONDA WITH REFERENCE TO CBZ-XTREAM JALANDHAR” carried out by Mr. Shatender Verma S/o Sh. Suresh Kumar has been accomplished under my guidance & supervision as a duly registered MBA student of the Lovely Professional University, Phagwara. This project is being submitted by him in the partial fulfillment of the requirements for the award of the Master of Business Administration from Lovely Professional University.

His dissertation represents his original work and is worthy of consideration for the award of the degree of Master of Business Administration.

___________________________________ (Name & Signature of the Faculty Advisor) Title: ______________________________ Date: ______________________________

2

Date:

LOVELY PROFESSIONAL UNIVERSITY DEPARTMENT OF MANAGEMENT

DECLARATION

I, "Shatender Verma”, hereby declare that the work presented herein is genuine work done originally by me and has not been published or submitted elsewhere for the requirement of a degree programme. Any literature, data or works done by others and cited within this dissertation has been given due acknowledgement and listed in the reference section.

_______________________ (Student's name & Signature)

2020070024 (Registration No.)

Date:__________________

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Acknowledgement
A teacher and a guide has a great role to play in any field of research and discovery. No research work can be done without the motivation, inspiration and guidance. At this juncture when my project is accomplished, I feel deep sense of gratitude to all those who were instrumental in its successful completion. I take the opportunity to put my earnest thanks to Miss Yogita Shani (the project guide) who inspired and guided me a lot while making this projection “A STUDY ON CUSTOMER SATISFACTION TOWARDS TWO WHEELER HERO-HONDA WITH REFERENCE TO CBZ-XTREAM JALANDHAR.” I am thankful to all the respondents who in spite of their busy schedule extended me their full cooperation and support in filling up the questionnaire, thus helping me analyze my topic. Last but not the least I thank all my friends and family members for their constant encouragement, inspiration and guidance. Above all, thanks to almighty God for showing his blessings for the accomplishment of this project.

Shatender Verma

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CHAPTE R

TITLE EXECTIVE SUMMARY

PAGE NO
1-2 3-4

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INTRODUCTION REVIEW OF LITERATURE RESEARCH DESIGN • Statement of problem • Objectives of study • Scope of the study • Research methodology
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12-13

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14-36

STATISTICAL ANALYSIS AND
INTERPRETATION
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SUMMARY OF FINDINGS & CONCLUSIONS
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SUGGESTIONS BIBLIOGRAPHY ANNEXURE Questionnaire

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CONTENTS
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stormed into the country. Satisfaction refers to the buyer’s state of being adequately rewarded in a buying situation for the sacrifice he has made. a market is a group of buyers and sellers interested in negotiating the terms of purchase /sale of goods/services. b. The customer is the king of the market. So satisfaction/dissatisfaction isn’t an emotion. The negotiation work may be conducted face to face at certain place. Not only have new players including a host of powerful transactional. Customer’s satisfaction in an important element in the evaluation stage. Exchange is possible when there are two or more parties who have thus desire to exchange for something else. The social benefits or costs accruing it the customer as a result of the purchase. In the objectives I have chosen only three objectives-: To determine the level of consumer satisfaction with respect to Hero Honda CBZ X-Treme 6 . The nature and performance of the product or service. there are more brands available then ever before in every segments of ever market. Customers from certain expectations prior to the purchase.EXECUTIVE SUMMARY The concept of market is very important in marketing. a. Adequacy of satisfaction is a result of matching actual post purchase and consumption experience with the expected rewarded from the brand in terms of its anticipated potential Satisfy the customer’s motives. finally seven years after the liberalization of India’s economy began and the market place has suddenly become frighteningly competitive. c. One could have a pleasurable experience that caused dissatisfaction because even through pleasurable it wasn’t as pleasurable as it was supposed as it was supposed or expected to be. Exchange is the art of commerce of marketing. Satisfaction is a kind of stepping away from an experience and evaluation it. The costs and efforts to be expended before obtaining the direct product or service benefits. it’sthe evaluation of an emotion.

I have collected 60 questionnaire.To understand the expectation of the customer with respect to servicing at Hero Honda CBZ X-Treme. To fulfil these objectives I have conduct a survey in Jalandhar (PB). 7 . To determine that the service men are helpful in listening to the service needs.

succeeded his father in 1984. Place and Promotion according to the changing time. Brijmohan Lall. as the mechanism that adjusts the 4P’s is namely Product. was a confident disciple deeply involved in the effort for freedom. It is a place where goods are bought and sold.Chapter-1 Introduction : Market: It is an area for potential exchange. Price. it could also be defined. are often traced back to its birth during those long days of relentless devotion to a common cause. dedication. COMPANY PROFILE About Hero Honda: The Honda group came into existence during the termoil and the heady euphoria of India’s freedom struggle. resourcefulness and determination to succeed which are characteristic of the company today. elevating the Group to the status i e. Objectives of the study:• To determine the level of consumer satisfaction with respect to Hero Honda CBZ X-Treme 8 . he not only consolidated the group but also diversified into various manufacturing activities. he put his heart and soul into it.. he devoted himself to the latter only after India achieved independence. But when he did so. the eldest son of Hero Honda. founder of the Hero Honda group. Munjal Brothers. It is an area where the sources supply (seller) and sources of demand (consumer) operate. Who might be willing/able to satisfy this need or want? Marketing Strategies: A strategy is a plan of action. Within a short while. It consists of all potential customers sharing a particular need or market. The integrity. which could help in achieving objectives or goals. enjoys till this day. at the age of twenty-seven. putting the Nation before business.

Treme CBZ X-Treme the great Hero Honda has the reliable technology and superior parts. it comes as a big surprise. Hero Honda CBZ X. loading capacity and better fuel efficiency. And to top it all. CBZ X-Treme is not the ordinary bike. To determine that the service men are helpful in listening to the service needs. Reliable . Riding comfort even during multiple ride. 9 . Be it in the streets or on the highway. right from the engine to the body frame is designed to withstand the rough and tough conditions. though and sleek styling. CBZ X-Treme is a big surprise as it has got. Crafted with the best of Hero Honda companies worldwide technology. Best fuel efficiency in its class. To those who name resigned to the fact that present full size bike do not satisfy their basic needs of riding comfort. Practical loading capacity. in the harshest road of all life. Masculine. an unbelievable mileage and performances standards that you can only expect from Hero Honda. Ample. The CBZ X-Treme is a tough and sleek 4-stroke machine. CBZ X-Treme is the is a bike manufactured by Hero Honda which gives the good mileage and it is stylish bike. it keeps going on and on. Each part. newly designed 4-stroke engine. It is all set to redefine existing standards with its looks and new riding experience.• • To understand the expectation of the customer with respect to servicing at Hero Honda CBZ X-Treme.

The new index is intended to productivity measures. Smith(2000) CBZ X-Treme ranks highest in customer satisfaction with original Bike in India. 10 . Among vehicle segments. capacity of engine. Whereas productivity basically reflects quantity of output. For a time of 2007 -2008 CBZ X-Treme ranks highest in the study. according to the Auto car 2008 India original Bike Customer Satisfaction Index (BCSI) study. improving its overall performance to 840 points on a 1000-point scale -up 18 points from the 2008 study. TVS (Apache) improves in the durability and traction factors. they are: appearance of Bikes. The study analysis new –vehicle buyer’s perceptions of five critica l factors regarding their original Bikes. Hero Honda (CBZ) follows CBZ X-Treme in the rankings with 822 index points. ride quality. In order of importance. John Groth Journal:Management Decision Year: 1995 CBZ X-Treme has increased customer satisfaction through Bike improvements and new product introductions. In particular. Many individual companies and some industries monitor customer satisfaction on a continual basis. Wilbur I. but Sweden is the first country to do so on a national level. traction and handling. In particular. the average kilometers driven on a small vehicle are nearly 10 per cent less than the industry average. An implication from examining the relationship between market share and customer satisfaction by a location model is that satisfaction should be lower in industry where supply is homogeneous and demand heterogeneous. The author reports the results of a large-scale Swedish effort to measure quality of the total consumption process as customer satisfaction. The study finds that overall customer satisfaction has increased 12 index points from 2008 to average 801 points. Improvements throughout the industry can primarily be attributed to increased customer satisfaction with the overall products. The annual Customer Satisfaction Barometer (CSB) measures customer satisfaction in more than 30 industries and for more than 100 corporations. durability of Bikes. while TVS (Apache) (812) improves by 34 points to rank third.Chapter-2 REVIEW OF LITERATURE Archie Lockamy III. CSB measures quality of output (as experienced by the buyer). small-car owners have greater satisfaction with their original Bike compared to those in other vehicle segments. The significance of customer satisfaction and its place within the overall strategy of the firm are discussed. However.

IT system) from the IS company. Heiner Evanschitzky. We propose that each customer group (i. project director. or operator) evaluates the IT systems success with a different set of criteria. Maren Wunderlich Year: 2008 Satisfying different customer groups for IS outsourcing: a Korean IS company’s experience-:It is important for an service company to fully take into account the differences in customer satisfaction across different customer groups. The reverse conclusion can be made for users and operators. There are project directors who interface with and accept the final product (i. Social marketing: strengthening company-customer bonds -: This article discusses optimizing customer retention using customer relationship management (CRM) linked with social cause-related marketing.Identification and analysis of moderator variables: Investigating the customer satisfaction-loyalty link Research on the relationship between customer satisfaction and customer loyalty has advanced to a stage that requires a more thorough examination of moderator variables. Limited research shows how moderators influence the relationship between customer satisfaction and customer loyalty in a service context.e. The empirical results suggest that not all of the moderators considered influence the satisfactionloyalty link. The discussion focuses on the progression of CRM from early links to basic database information to its current complex form 11 . Kyungbae Park. we consider three layers of customers in the client company. Although the project directors seem to like such close involvement. Gianfranco Walsh. In this article.e. Specifically. One additional insight is that IS company’s efforts to understand its customer’s tasks and share risks with the customer company might have unexpected effects. user. Bowon Kim. Establishing a socially responsible synergy between company and customer is targeted to managers seeking creative and innovative approaches that strengthen the value equation. Transaction relationship and partnership turn out to be important determinants for the project directors: task-related and IS-related output performances seem to be less influential. and finally operators who do maintenance works for the IT system. users who actually use the IT system for their daily operations. critical incidents and income are important moderators of the relationship between customer satisfaction and customer loyalty. Jinyong Kim Year: 2003 . it can be detrimental to the users’ satisfaction with the IS outsourcing projects. this article aims to present empirical evidence of the conditions in which the satisfaction-loyalty relationship becomes stronger or weaker.

Together. CRM maximizes customer satisfaction while SCRM maximizes customer loyalty. A ten-question test for testing CRM strategy is included. Tremendous goodwill with customers and in the marketplace can be generated from the synergy of CRM . along with the steps required for adding SCRM to the company-customer relationship. CRM and SCRM can optimize customer retention by sharing socially responsible activities.whereby customers may be outsourced if they do not meet loyalty and mutual value parameters. 12 .

propositions focusing on the moderating role of power distance. Donelda S. It further defines the relation between company mission and culture and explains the significance of researching value and researching customer satisfaction as basic preconditions of customer orientation in culture. The article further determines the connection between customer satisfaction and employee satisfaction and points to possible resistance when creating company culture through customer orientation. individualism/collectivism. The article concludes with a discussion of potential implications for service firms and researchers. and uncertainty avoidance for the benefits-outcomes relationship are developed. McKechnie Year: 2007 -:Customer relational benefits have been identified as a driving motivation for consumers to engage in long term relationships with service providers. Year: 2004 Creating a customer-focused culture: some practical frameworks and tools-: Many companies have customer service departments which act as a barrier between the company and the customer. Graham Clark Year: 1998 Culture in defining consumer satisfaction in marketing-:The objectives of this article are to explain the importance of company culture and to point to the appropriateness of customer orientation as a method of expressing culture. Thorsten Hennig-Thurau. Such benefits can be expected to play a crucial role in the success of service firms when extending their business into other countries and cultures.Marios Katsioloudes. Jim Grant. masculinity/femininity. The aim of this article is to deepen our understanding of the role of relational benefits in developing long-term relationships with consumers in a cross-cultural context. Is customer service represented at the top? How credible is a customer satisfaction index? What effect does this have on customer service? This article discusses a tool for assessing the degree of customer focus within an organization’s culture. Steve Macaulay. Specifically. Most of the previous discussion of relational benefits has been conducted almost exclusively in North-American contexts and has not addressed the impact a nation’s culture may have on the relevance of relational benefits for gaining relationship outcomes such as customer loyalty. 13 . Gwinner. Kevin P.

Edward U. Satisfaction. Claudio Vignali. Three important elements of relationships are discussed and recommendations are made to marketers in handling these aspects of a relationship. The process of relationship formation. Collaboration between marketing and quality management is problematic because the two functions are highly differentiated. Ross L. Developing and managing effective consumer relationships Research in the area of interpersonal relationships can be employed to assist marketers in developing strong customer relationships to gain competitive advantages or to position themselves in the marketplace. maintenance and dissolution is used as a framework for examining key elements of successful relationships. scales to measure consumer trust and commitment are provided. This article draws on work in organizational learning and organizational behavior to identify criteria for successful collaboration between marketing and quality management and to propose a process for meeting the new ISO 9000 requirements. Bond III. scales to measure consumer trust and commitment are provided. Additionally. Daniella Vignali Year: 2002Customer satisfaction and the marketing-quality interface-:Despite long-standing interest in the quality movement by marketing scholars. Significant corporate investments in quality programs suggest that the recent revision of the ISO 9000 standards to focus on collection and use of customer satisfaction data may provide marketing managers an invitation to meaningfully enter the quality dialogue. Randi Priluck Grossman Journal: Journal of Product & Brand Management Year: 1998. maintenance and dissolution is used as a framework for examining key elements of successful relationships. Fink Year: 2003 Developing and managing effective consumer relationships-:Research in the area of interpersonal relationships can be employed to assist marketers in developing strong customer relationships to gain competitive advantages or to position themselves in the marketplace. The process of relationship formation. Additionally.Tihomir Vranesevic. quality and value and effects on repurchase and positive word-of-mouth behavioral intentions in a B2B services context 14 . marketing managers have not seized opportunities to provide leadership as the quality movement has centered attention on customer satisfaction. Three important elements of relationships are discussed and recommendations are made to marketers in handling these aspects of a relationship.

Paul Dion . and ensuring post-purchase satisfaction of existing customers 15 . The aim of this article is to provide an understanding of how satisfaction. the bank. Most previous studies in this area apply to business-to-consumer (B2C) situations. An exploratory pilot study was undertaken to gain a better understanding of these users and to test the research instrument. being knowledgeable of the benefits of the banks’ products and being able to clarify the products’ benefits.Year: 2008 . Russell Abratt. using customer friendly language during the sales presentation. The study examines the selling techniques that differentiate top and bottom sales performers in the Ecuadorian banking industry. and value affect repurchase and positive wordof-mouth in a business-to-business (B2B) setting. Structural equation modeling was used to test the constructs. Molinari. Russell Abratt. Both self-reported and supervisor ratings are used to measure salesperson performance.Lori K. Paul Dion Journal: Journal of Services Marketing . The results showing the best-fit model identified a number of relationships that were unexpected. quality. or the names of persons who referred the prospect.Year: 2005 Critical success factors in the personal selling process: This article identifies the selling techniques that are critical success factors for salespeople who sell banking products and services in Ecuador. approaching prospects using statements about the salesperson. The results suggest that differences in performance between top and bottom performing salespeople relate to the use of five selling techniques: examining records at the prospecting stage of the selling process.

managerial time. For participants from engineering. commercial aspects were found to be more important than product-related information. perceived risk and affective commitment: an investigation of directions of influence. For respondents from purchasing and management. Consistent with the return on quality framework this paper aims to look at both the costs and benefits of a satisfaction program. Profitability was calculated using activity based costing principle.068 business customers of a manufacturer of hydraulic and pneumatic equipment participated. were identified.Fernando Jaramillo. It also aims to include the effects of a customer's prior experience with the organization and experience with other organizations in the service category in the models. and the customer's perceptions of risk associated with a service organization. Goutam Chakraborty. product-related information. reliability. productrelated information was found to be more important than commercial aspects. Structural equation models of data from a survey to customers of a performing arts organization are used to test the hypotheses. and commercial aspects. This paper reports the results of a longitudinal study of a beverage distributor. and production. affective commitment. maintenance. but the weighted least square analysis of the relationship between CS and customer profitability (CP) shows that it does not necessarily result in higher customer profits. There is less support for a model in which satisfaction increases commitment and reduces perceived risk 16 . Greg W. The importance of the last two drivers differed depending on the buyer's/user's primary functional area. Buyers/users reported their perceptions about and satisfaction with a supplier's product-related services. This paper aims to examine competing models of the directionality of influences between customer satisfaction. Three drivers of customer satisfaction. The study suggests that commitment has a positive influence on customer satisfaction and diminishes risk perceptions. It was found that as a result of the launch of satisfaction program CS increased significantly. Ellen Garbarino (2008) Customer satisfaction. Johnson. Prashant Srivastava. Two satisfaction surveys were conducted before and after the launch of the program. A survey-based field study was conducted in which 1. Eugene Sivadas. Mark S. Fred Marshall (2007) The aim of this study is to identify the drivers that influence customer satisfaction in a business-to-business context. Year: 2004 Understanding customer level profitability implications of satisfaction programs (2008) Achieving high level of customer satisfaction (CS) involves spending marketing resources in terms of money. and focus. CS is found to be positively related to sales volume and gross profits at the customer level.

The empirical dimensions of the situational variables (frequency of shopping visit. Bhaskar Patel (2006) An investigation of supply chain performance measurement in the Indian automotive sector . Nicholls.The research focuses on supply chain practices in the Indian automobile sector. and number of companions) were all statistically significant when comparing India and the USA with respect to shopping behaviour. The research also attempts to identify performance measure sets for supply chain performance in the context of a developing nation. It identifies and discusses the main motives and determinants for the adoption and implementation of supply chain management concepts.A. Primary data were collected through semi-structured interviews and an exploratory survey.Mohammed Saad. Sydney Roslow (1996) Relationship between situational variables and purchasing in India and the USA. travel time. It reviews the relevance of the main models to measure the performance of supply chain in developing countries. Includes examples of how marketers might influence consumer situations within the Belkian framework in order to modify purchase behaviour. the usual time of day for shopping. J. The purpose of this paper is to investigate the relevance of the concept of supply chain performance in developing countries. Considers the relationship of five empirical dimensions with two measures of consumer purchase behaviour.F. 17 . Explores the universality of Belk’s concept of situational variables in their relationship with consumer purchase within two different cultures. The research is based on a combination of qualitative and quantitative methods. time spent. The five empirical manifestations of the situational variables were included in surveys conducted in India.

customers study are some of the important data which are covered in the project report and therefore it is wide customer survey for improving marketing. The customer satisfaction. Data collection or sources of data:- 18 . brand equity. Research instrument:A structured questionnaire of both open and closed end is felt necessary for the research problem. In short. So this study would help Hero Honda to recognize the factors influencing consumer behavior towards Hero Honda CBZ XTreme and also to identify various features influencing in the buying process. The integral part of this study is to help Hero Honda CBZ X-Treme in positioning and targeting by providing them with the market information with reference to Hero Honda market in RESEARCH METHODOLOGY Research design adopted for the study: Exploratory research design is adopted under which case method is felt to be more formalized so that the point to be investigated is known correctly. the study covers the area consumer behaviors their and perception of two wheelers owners. The interview is targeted to a small group of selected individuals form the chosen areas of the city.Chapter-3 RESEARCH DESIGN Scope of the study:The scope of the study for a particular product is very important.

or any in which the probability distribution of the test statistic (assuming the null hypothesis is true) can be made to approximate a chi-square distribution as closely as desired by making the sample size large enough. Test Application-: Chi-Square test Chi-square test" is often shorthand for Pearson's chi-square test. Sample size:A sample size of 60 respondents will be chosen .When once a research design is planned and finalized then task of collecting both primary and secondary data has to proceed keeping in view the research problem. The secondary data is gathered through external sources. The primary data is collected through structured questionnaire from the customers. Jalandhar City is our target area for study. A chi-square test (also chi-squared or χ2 test) is any statistical hypothesis test in which the test statistic has a chi-square distribution when the null hypothesis is true. External sources:Survey Reports Business magazines Trade Journals Report of some specific projects .Internet Sampling Design:Sample design is the basic unit containing the elements of population to be sampled. 19 . Primary data can be collected through number of method such as survey and observation method.

20 . Graph 1. of Purchaser 14 25 12 9 60 Percentage 23% 41% 20% 16% 100% Interpretation: From the above analysis it can be inferred that majority of purchaser are in the age group of 2235 Year. No. 20% of purchasers are in the age group between 18 – 21 years.. 16 % of purchasers are in the age group between 45 years. Graph showing the age of respondents. Age 18-21 22-35 36-45 45 yrs above Total Source: primary data Concept: An attempt has been made in order to no the different age group of purchasers.Chapter-4 STATISTICAL ANALYSIS Table –1: Table showing the age of respondents.35years. Analysis: 23% of purchases are in the age group between 22. 41% of purchasers are in the age group between 36 – 45 years.

which have created awareness and influenced them to purchase CBZ X-Treme.Table 2: Table showing the sources. Sources Magazines Friends/ Business circle Road presence Other media Television Total Source: primary data No. Of respondents 16 15 25 04 60 Percentage 26% 25% 42% 7% 100% Concept: showing the various sources which created awareness & influence then to purchase CBZ X – Treme Analysis: 42% of respondents are get awareness from road presence 21 .

22 .26% of respondents are get awareness from Magazines 25% of respondents are get awareness from Friends 7% of respondents are get awareness from others Media Television Interpretation: From the above analysis it can be inferred that majority of respondents get awareness of the product from road presence. Graph-2: Graph showing the sources. which have created awareness and influenced them to purchase Hero Honda CBZ X-Treme.

0 15.0 -3. 9.0 15. Frequencies Cost of bike Observed N Very cheap Cheap Expensive Highly Expensive Total 8 24 16 12 60 Expected N 15. The minimum expected cell frequency is 15.333a 3 .025 a.0 Residual -7.0 Hypothesis-: H0: Customers do not think that it is costly bike. 0 cells (. of respondents 08 24 16 12 60 Percentage 13% 40% 27% 20% 100% Chi-Square Test Test Statistics Cost of bike Chi-Square df Asymp.0 9.Table No-3 Table showing respondents opinion about the cost of Hero Honda CBZ X-Treme Cost Very cheap Cheap Expensive Highly expensive Total Source: primary data No. 23 . Sig. After applying Chi-Square test I came to know that our calculated value is more than the table value so H1 is accepted.0. H1: Customers think that it is costly bike.0 15.0 1..0%) have expected frequencies less than 5.

Concept: An attempt has been made to know the opinion of the respondent about cost of Hero Honda CBZ X-Treme. Interpretation: Majority of respondent viewed that cost of Hero Honda is cheap. Analysis: 27% of respondent viewed that it is expensive 40%of respondent viewed that it is cheap 20% of respondents viewed that it is highly expensive 13% of respondent viewed that it is very cheap. Graph No-3 Graph showing respondents’ opinion about the cost of Hero Honda CBZ X-Treme 24 .

which influenced the respondents to purchase Hero Honda CBZ X-Treme Influencing factors Style After sale service Milage Quality Smooth grip Others Total Source: primary data No.Table No-4 Table showing the factors. of respondents 08 08 20 10 14 0 60 Percentage 13% 13% 33% 17% 24% 0% 100% Concept: An attempt has been made to the influenced factor to parches Hero Honda CBZ X.Treme 25 ..

Analysis: 33% of Respondents viewed that mileage is influenced them to purchase 17% of Respondents viewed that quality is influenced them to purchase 24% of Respondents viewed that Smooth grip is influenced them to purchase 13% of Respondents viewed that style is influenced them to purchase 13% of Respondents viewed that Services is influenced them to purchase Interpretation: From the above table it is clear that mileage plays a very important role in the decision making process which constituted33% followed by the quality of the product 17% and 24% influenced smooth grip and 13% by style and after sales service. 26 .

Graph No-4 Graph showing the factors. 27 . which influenced the respondents to purchase Hero Honda CBZ X-Treme. Service point Show room Authorized center Total Source: primary data Number of respondents 48 service 12 60 Percentage 80% 20% 100% Concept: An attempt has been made to find out the point where the respondents get there bike serviced.5 Table showing the service point where the respondents get their bike serviced. Table No.

e. Customers) of service men in Hero Honda show room 28 .. Table No-6 Table showing Respondents opinion about the behaviour (i.Analysis: From the above table it is clear that almost almost all the respondents get there vehicles serviced at Hero Honda showroom it accounts for 80%of total respondent and only 20% set there vehicle service. Interpretation: From the above table it is clear that majority of the respondent get there vehicles serviced at Hero Honda showroom. Graph No.5 Graph showing the service point where the respondents get their bike serviced.

Analysis: 67%of respondents said it is good.e. Customers) of service men in Hero Honda show room 29 .. Graph No-6 Graph showing Respondents opinion about the behaviour (i. 33% of respondent said it is poor.Opinion Good Poor Total Source: primary data Respondents 40 20 60 Percentage 67% 33% 100% Concept: An attempt has been made to know the behavior of service man in Hero Honda showroom. Interpretation: Honda showroom From the above analysis it is clear that majority of the respondent feel that behavior of the service men at Hero is good.

Analysis: 67% of the respondents viewed it is generally available 33% of the respondents viewed it is always available Interpretation: 30 . Respondents 20 40 60 Percentage 33% 67% 100% Opinion Always available Generally available Total Source: primary data Concept: An attempt has been made to know the respondents opinion about the service offered by the customer service cell.Table No-7 Table showing respondents’ opinion about availability of spare parts.

From the above analysis it is clear that majority of the respondents are viewed that spare parts are generally available Graph No-7 Graph showing respondents’ opinion about availability of spare parts. Table No-8 Table showing satisfaction level of respondents about the cost of service and cost of spare parts. 31 .

0 Residual -10.0 20.0 10.0%) have expected minimum expected cell frequency is Frequencies Cost of service Observed N Some what satisfied Satisfied Completly satisfied Total 10 30 20 60 Expected N 20. Sig.0 Hypothesis-: H0: Customers do not satisfied with the cost of service offered.Opinion Completely satisfied Satisfied Some what satisfied Total Source: primary data Respondents 20 30 10 60 Percentage 33% 50% 17% 100% Chi-Square Test Test Statistics Cost of service Chi-Square df Asymp.000a 2 . 10.0 20. After applying Chi-Square test I came to know that our calculated value is more than the table value so H1 is accepted. H1: Customers satisfied with the cost of service offered.0. frequencies 20. Concept: 32 . The a. 0 cells (.0 .007 less than 5.

Table No-9 Table showing respondents’ satisfaction about the condition of the vehicles delivered after service. Analysis: 50% of the respondents are satisfied 33% of the respondents are completely satisfied 17%of the respondents are some what satisfied Interpretation: From the above analysis it is clear that majority of the respondents are satisfied with the cost of service and cost of spare parts.An attempt has been made to find out the satisfaction level of the respondents about the cost of service and cost of spare parts. Graph No-8 Graph showing satisfaction level of respondents about the cost of service and cost of spare parts. Satisfied Yes No Respondents 53 07 Percentage 88% 12% 33 .

Table No-10 Table showing suggestions to gain more sales 34 .Total Source: primary data Concept: 60 100% An attempt has been made to know the respondents satisfaction about the condition of the vehicles delivered after service Analysis: 88% of the respondents are satisfied 12% of the respondents are not satisfied Interpretation: From the above analysis it is clear that majority of the respondents are satisfied with the condition of the vehicles delivered after service. Graph No-9 Graph showing respondents satisfaction about the condition of the vehicles delivered after service.

25%of the respondents suggested that improvement in cost reduction. 35 . 17% of the respondents suggested that improvement in gift schemes. Analysis: 17% of the respondents suggested that improvements in advertisement. Interpretation: From the above analysis it is clear that majority of the respondents are suggested that improvement in advertisement and in exchange scheme. 12%of the respondents suggested that improvement in after sales service 17%of the respondents suggested that improvement in any other method.Opinion Improvement in advertising Cost reduction Gift schemes Exchange scheme Improvements after sales service Any other method Total Source: primary data Respondents 10 15 10 07 08 10 60 Percentage 17% 25% 17% 12% 12% 17% 100% Concept: An attempt has been made to find out the respondents suggestions to gain more sales. 12% of the respondents suggested that improvement in exchange scheme.

Graph 10 Graph showing suggestions to gain more sales 36 .

0%) have expected minimum expected cell frequency is Frequencies PERFORMANCE OF BIKE Observed N As Expected Better than Expected Total 28 32 60 Expected N 30. After applying Chi-Square test I came to know that our calculated value is more than the table value so.Table No-11 Table showing the performance of your CBZ X-Treme bike. H1 is accepted. 37 . Sig.267a 1 .0 Residual -2. .0 Hypothesis-: H0: Customers are not satisfied by the performance of bike.606 less than 5.0 30. H1: Customers are not satisfied by the performance of bike. The a. 0 cells (. frequencies 30.0 2.0. Respondents 32 28 60 Percentage 53% 47% 100% Opinion Better than expected As expected Total Source: primary data Chi-Square Test Test Statistics pERFORMANCE OF BIKE Chi-Square df Asymp.

Graph No-11 Graph showing the performance of your CBZ X-Treme bike. Analysis: 53% of the respondents viewed that they are get what the they expect.Concept: An attempt has been made to know the respondents opinion about performance of the CBZ XTreme bike. 38 . 47% of the respondents viewed that better then expected Interpretation: From the above analysis it is clear that majority of the respondents are viewed that performance of CBZ bike is as for their expectation..

Graph No-12 Graph showing the respondents opinion about the seating position of the CBZ X-Treme bike. Analysis: 33% of the respondents viewed that comfortable and safe. 17%of the respondents viewed that not comfortable but dangerous. 20%of the respondents viewed that comfortable but dangerous. 30% of the respondents viewed that comfortable. 39 .Table No-12 Table showing the respondents opinion about the seating position of the CBZ X-Treme bike. Interpretation: From the above analysis it is clear that majority of the respondents are viewed that seatinfg position of the CBZ X-Treme bike is comfortable and safe. Opinion Comfortable and safe Comfortable Comfortable but dangerous Not comfortable but dangerous Total Source: primary data Respondents 20 18 12 10 60 Percentage 33% 30% 20% 17% 100% Concept: An attempt has been made to know the respondents opinion about seating position of the CBZ XTreme bike.

VISION: 40 .

to produce products and services that meet the quality.To be amongst most trusted power utility company of the counter by providing environment friendly power on most cost effective basis ensuring prosperity for its stakeholders and growth with human face MISSION: Hero Honda’s mission is to strive for synergy between technology. Fairness  To all shareholders in the company. performance and price aspirations of its customers. SWOT ANALYSIS 41 . but especially to minority shareholders. Disclosure  Of all relevant financial and non-financial information in an easily understood manner. At the same time maintain the highest standard of ethics and social responsibilities The mission is what drives Hero Honda to new heights in excellent and helps the organisation forge unique and mutually beneficial relationships with all its stakeholders. Transparency  A commitment that the business is managed along transparent lines. systems and human resources. Supervision  Of the company’s activities by professionally competent and Independent board of directors. OBJECTIVES AND GOALS OF HERO HONDA COMPANIES: The objective of Hero Honda Auto is a sharp increase in output and also greater variety in the companies product mix.

Japan. World lowest cost Manufactures in the market Extensive service and dealer Networks.STRENGTH: Technical expertise in collaboration with Hero Honda Heavy Industries. WEAKNESS: In the late 70s there was skid in production due to intermittent labour problem Underutilization of the Not considered living with times OPPORTUNITIES: Virtual zero maintenance among the products Honda plans to offer CNG models With Euro II Complaint Focusing more on motorcycles to capture the urban market THREATS: Competition from MNC’s Govt. Regulations Dealers not adjusted realities Increase of secondary or resale market For 2 wheeler Chapter-5 42 .

More than 33% of the respondents are influence by mileage and quality of Hero Honda CBZ X-Treme. we can say that more than 80% customers are satisfied from bike.80%) were prefer to go to show rooms for servicing their vehicles. 53% of the respondents fell that the overall performance Hero Honda CBZ X-Treme is better than what they have expected and another 47% feel that it is upto their expectation level. More than 40% of the respondents feel that the cost of the Hero Honda CBZ X-Treme is cheap and they also feel that the cost of the spare parts of the vehicle are also cheap. All most all the respondents satisfied with the availability of spare parts in the show room all the times. All most all the respondents satisfied with the condition of the vehicle that is delivered after service by the show rooms. 67% of the respondents are not satisfied with the behaviour and response of servicemen at Hero Honda show Room. 50% of the respondents satisfied with the cost of services and cost of spare parts. • • • • • • • • • Majority of the respondents are influenced by the presence of Hero Honda CBZ X-Treme on the road and another 26% are influenced by Magazine. • 33% of the respondents feels that the seating position of CBZ X-Treme is comfortable and also safe while driving. Most of the respondents (ie.SUMMARY OF FINDINGS & CONCLUSIONS FINDINGS OF STUDY • Majority of the respondents who prefer the ride the Hero Honda CBZ X-Treme are in the age group of 25-35 years. CONCLUSION 43 . So.

While doing this project I came to know how challenging it is to satisfy the present day customers I also realize various types of customers. Right from those who have genuine problems to those ego problems. It is only how closer can we come to the complete satisfaction level. which actually matters. I also understood that all customers cannot be satisfied at all times. but how important it is to satisfy all of them. Chapter-6 44 . During the course of project.From the study it is concluded that majority of the customer are satisfied by CBZ X-Treme rendered by the Hero Honda.

Company should go for advertising about the product in almost all the medias. It has to study and motivate them like: The company has to provide rewards. it has to take effective support from its dealers. In order to attract and retain the customers the company should: Develop both the informative and attractive advertisement strategies. 2) Rewards for Best Dealers: In the present competitive markets. If implemented.SUGGESTIONS Based on the findings of the study. to its dealers to promote this product very effectively in their domestic market. Regular modification should be the content of the advertisement. Some are the days when company used to develop something and continue it for a long time. definitely they may lend to tremendous increase in the turnover of the company. company should be first in providing information to customers. offers. To get effective supports. Chapter-7 45 . It has to depend on others. Concentrate on effective and informative Advertisement strategies: We are living in the information era. a company cannot develop on its own efforts. profits and so on. The presentation of the advertisement should be appealing to the customer.. stating some of the important suggestions that the company can really go for to extend its operation Market share. discount. awards. Hence. The PLC has shortened. i.e.

McKechnie Journal:Journal of Business Strategy. “Managing outsourcing: IT or business”. Maren Wunderlich Journal: European Journal of Marketing Year: 2008 Volume: 42 Issue:9/10 Page: 977 – 1004 Publisher:Emerald Group Publishing Limited  Bowon Kim. R. Smith Journal: Industrial Management & Data Systems Year:2000. Jinyong Kim .indiatimes.Volume: 28 Publishing Limited 46 Issue: . Kavilpatti.com/2006/05/15/stories/2006051503170100.Bibliography-: Books-: Marketing Management by Kotler Websites-: http://www.com/tns_2005. (2006). Kyungbae Park.  Jaksa Kivela.htm http://economictimes.  Cosgrove Ware. L. John Reece Journal: Industrial Management & Data SystemsYear: 1999 Volume:11 .com/News/News_By_Industry/Auto/Customer_satisfaction_of_sc ooters_drops_TNS_study/articleshow/2634012. Page:205 – 222 Publisher: MCB UP Ltd  Gianfranco Walsh.fadaweb. Heiner Evanschitzky.Issue: 5. “Upward and onward with outsourcing”. August 1.Year: 2003 . Volume: 33 . pp.Year: 2007.cms Journal Articles:  Archie Lockamy III.htm http://www. Robert Inbakaran. Issue: 5 Page: 210 – 218 Publisher: MCB UP Ltd  John Groth Journal:Management Decision Year: 1995 . Wilbur I. Donelda S. Issue: 7 Page: 29 – 34 Publisher: MCB UP Ltd  Agarwal. (2006). Volume: 100 .Volume: 15 .Page: 56 – 64 Publisher: Emerald Group . Jim Grant.Journal: Asia Pacific Journal of Marketing and Logistics . CIO Magazine. paper presented at International Conference on Recent Trends in Information Systems. 662-6.Issue: 3 Page: 48 – 69 Publisher: Barmarick Publications  Marios Katsioloudes.thehindubusinessline.

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Issue: 5 Page: 364 – 374 Publisher: MCB UP Ltd. Year: 2002. Chapter-8 QUESTIONNAIRE Dear Sir. Claudio Vignali. Volume: 14. 48 . Daniella Vignali Journal: European Business Review. Tihomir Vranesevic.

I am a 2nd year student of MBA. SHATENDER VERMA. What do you feel about the cost of your bike ? Very cheap Expensive ¨ Cheap ¨ Highly expensive ¨ ¨ 6.” I request you kindly to furnish the following particulars to complete my project. 1. for which I will remain grateful to Thanking you. What is the engine cubic capacity of your bike? 150 CC ¨ 180 CC ¨ 2. Lovely Professional University. Name and address Age: 18 to 21 years 36 to 45 years Occupation: Student Salaried ¨ Self employed ¨ Others (specify) ¨ ¨ ¨ 22 to 35 years ¨ 45 years and above ¨ ¨ : you. What factors attract you to buy “CBZ X-Treme”: 49 . I am undertaking a project title “A STUDY ON CUSTOMER SATISFACTION TOWARDS TWO WHEELER HERO-HONDA WITH REFERENCE TO CBZ-XTREAM IN JALANDHAR. Usage of the bike for To work place For house. ¨ To college ¨ work and family use ¨ ¨ 3. Are you aware of CBZ X-treme .if yes how you come to know Magazine Road presence 4.What is colour of your bike: Silver ¨ Blue ¨ Black ¨ Red ¨ ¨ ¨ Friends and business circle Other media (specific) ¨ ¨ 5.

What problems did you experienced…………… Your special comments. if any THANK YOU ¨ No ¨ 50 . How is the availability of spares? Always available Completely satisfied Somewhat satisfied Yes ¨ ¨ 10. Are you happy with the high speed handling of the bike Yes If no. Are you happy about the condition of the bike delivered after service ¨ ¨ 12. Where do you get your vehicle serviced? Hero Honda showroom ¨ Other road side mechanics ¨ 8. Are you satisfied with the bills charged ? ¨ ¨ 11.Are the service men courteous at Hero Honda Showroom ? Yes ¨ No ¨ scarcely available ¨ Not available ¨ Satisfied ¨ Not at all satisfied No 9. What do you feel about the performance of your “CBZ X -Treme “ bike ¨ As expected ¨ Comfortable ¨ ¨ 14. What is your opinion about the seating position of the bike ¨ Comfortable but dangerous ¨ Not comfortable and dangerous 15.Style Smooth grip ¨ After sale support ¨ Others (specify) ¨ ¨ Mileage ¨ Quality of the product ¨ 7. What improvements and promotions you suggest to gain more sales volume As market share Improvement in advertising Gifts schemes Improvement in after sales service Better than expected Comfortable and safes ¨ ¨ ¨ Cost reduction Exchange schemes Any other methods (specify) ¨ Worst performance ¨ ¨ ¨ 13.

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