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“CUSTOMER SATISFACTION OF TWO WHEELER INDUSTRY WITH SPECIAL REFERENCE TO HERO MOTO CORP.”
Submitted by Name of the Candidate: Avisek Shaw Registration no: 235-1121-0192-10 Roll No: Name of the college: Tara Devi Harakh Chand Kankaria Jain College.
Supervised by Name of the Supervisor: Prof Sanbad Banerjee Name of the college: Tara Devi Harakh Chand Kankaria Jain College.
Month & Year of Submission
This report is an outstanding prospect to convey my gratefulness to those many people whose timely help and guidance went a long way in finishing this project work from commencement to achievement. I would like to express my sincere thanks to Prof. Dr. Mousumi Singh Sengupta (principal of our college) for giving me an opportunity for pursuing the project. This project could not have been completed without the able guidance and support of Prof. Dr. Dipankar Dasgupta (Head of the Department, Commerce) and Prof.Sanbad Banerjee (Project Supervisor). I would like to thanks WWW (World Wide Web) for providing all the valuable information without which the project would have been incomplete. Last but not the least would like to thank my friends, family members and all those people who helped me for the completion and deeper understanding of the concept of performance appraisal. Working on this project has proved to be an enlightening experience for me.
This is to certify that Mr. Avisek Shaw a student of B.com Honours in Accounting & Finance of Tara Devi Harakh Chand Kankaria Jain College under the University of Calcutta has worked under my supervision and guidance for his project and prepared a Project Report with the title: Customer Satisfaction of two wheeler industry with special reference to Hero Moto Corp.
The project report, which he is submitting, if his genuine and original work to the best of my knowledge. Place: Date: Signature: Name: Designation: Tara Devi Harakh Chand Kankaria Jain College
I hereby declare that the Project Work with the title: CUSTOMER SATISFACTION OF TWO WHEELER INDUSTRY WITH SPECIAL REFERENCE TO HERO MOTO CORP. Submitted by me for the partial fulfillment of the degree of B.Com.Honours in Accounting & Finance is my original work and has not been submitted earlier to any other University/Institution for the fulfillment of the requirement for any course of study. I also declare that no chapter of this manuscript in whole or in part has been incorporated in this report from any earlier work done by others or by me. However, extracts of any literature which has been used for this report has been duly acknowledged providing details of such literature in the references.
Signature: Name: Avisek Shaw Address: 11/2 Rishi Bankim Chandra Road, Rishra Hooghly -712248 Registration no: 235-1121-0192-10 Roll no:
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Executive summary Background of the company Rationality & Need of the company Literature Review Objectives of the study Methodology
Domestic performance International performance
Presentation and Analysis Conclusion and Recommendations Limitation of the study
reflects its commitment towards providing world class mobility solutions with renewed focus on expanding company‟s footprint in the global arena. based in India. company‟s new identity. continue to invest in brand building activities and ensure customer and shareholder delight. in the hill state of Uttarakhand. Technology In the 1980‟s the Company pioneered the introduction of fuel-efficient. The third and the latest manufacturing plant is based at Haridwar. It became the first Company to launch the Fuel Injection (FI) technology in Indian motorcycles. styling and quality so that it converts its customers into its brand advocates. It will continue its focus on value creation and enduring relationships with its partners. environment friendly four-stroke motorcycles in the country. explore growth opportunities globally. (Formerly Hero Honda Motors Ltd.) is the world's largest manufacturer of two – wheelers. aggressively expand its reach to customers. The Company will provide an engaging environment for its people to perform to their true potential. the „World No. Manufacturing Hero Honda bikes are manufactured across three globally benchmarked manufacturing facilities. Two of these are based at Gurgaon and Dharuhera which are located in the state of Haryana in northern India.. Vision The story began with a simple vision – the vision of a mobile and an empowered India. continuously improve its operational efficiency. Strategy Hero MotoCorp‟s key strategies are to build a robust product portfolio across categories. powered by its bikes.1‟ two-wheeler Company in terms of unit volume sales in a calendar year.Executive Summary Hero MotoCorp Ltd. In 2001. Hero MotoCorp Ltd. with the launch of the Glamour FI in June 2006. continues to maintain this position till date. Hero MotoCorp Ltd. Mission Hero MotoCorp‟s mission is to become a global enterprise fulfilling its customers‟ needs and aspirations for mobility. setting benchmarks in technology. . the Company achieved the coveted position of being the largest two-wheeler manufacturing Company in India and also.
growth of 22.54 BOARD OF DIRECTORS No. Building and promoting new brand identity will be central to all its initiatives. and dealer-appointed outlets across the country. 02. These comprise a mix of authorized dealerships. will continue to innovate and develop cutting edge products and processes. 2.927. 1. Name of the Directors 1. Company‟s new identity “Hero MotoCorp Ltd. 70 per share on face value of each Share of Rs. 2 each EBIDTA margin for the year 13. utilizing every opportunity and leveraging its strong presence across sports. Brand The new Hero is rising and is poised to shine on the global arena. 2010-11 Performance Total unit sales of 54. of products and caters to wide variety of requirements across all the segments.49 per cent EPS of Rs.444 two-wheelers. Managing Director Mr.401.15 Crores. 105 per share including Interim Dividend of Rs.90 Crores Total dividend of 5250% or Rs. Brijmohan Lall Munjal Mr.44 per cent) Total net operating income of Rs. Hero MotoCorp. (growth of 17. entertainment and groundlevel activation. 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. 96.” Is truly reflective of its vision to strengthen focus on mobility and technology and creating global footprint. 19. The Company also started manufacturing scooter in 2005. Service & Spare Parts outlets. Hero MotoCorp‟s extensive sales and service network now spans over to 5000 customer touch points. Sunil Kant 3. Pawan Munjal Mr. Hero Honda offers large no.Its plants use world class equipment and processes and have become a benchmark in leanness and productivity. Products Hero Honda's product range includes variety of motorcycles that have set the industry standards across all the market segments.32 per cent Net profit after tax at Rs. . Designation Chairman Managing Director & CEO Jt. in its endeavor to remain technology pioneer.
Gen. Non-Executive Director 5. P. Pradeep Dinodia Non-Executive and Independent Director 7. Paul Edgerley . Pritam Singh Non-Executive and Independent Director 10. Burman Non-Executive and Independent Director PRODUCT OF HERO HONDA MOTORCYCLE Munjal Mr. Ravi Nath Non-Executive and Independent Director 12. Non-Executive Director 6. Non-Executive Malik and Independent Director 8. M. Mr. (Retd. Mr. Mr. Dr. Dr. Anand C. Damodaran Non-Executive and Independent Director 11. Mr. Suman Kant Munjal Mr.) V.4. Analjit Singh Non-Executive and Independent Director 9.
2 cc CD Deluxe Entry 97.2 cc 97.2 cc 97.8 cc 149.2 cc Pleasure MAESTRO Splendor + Deluxe Premium DESIGNED TO EXCEL SPLENDER Yaari ki gaadi NXG Passion ab sirf style hi PRO style bolega Super All New splendor SIMPLY SUPER GLAMOUR SIMPLY MAGNETIC Splendor Trusted by PRO millions GLAMOUR RIDE THE PGM Fi FUTURE Achiever Solid like you .2 cc 109 cc 97.7 cc 124.2 cc 124.2 cc 97.2 cc 124.7 cc 97.Category Product Name Slogan Engine Capacity CD Dawn PUBLIC KA APNA TRANSPORT Naye Indian ki Nayi Deluxe Bike Why should boys have all the fun? The All New 97.
2 cc PRODUCT PROFILE PRICE LIST (02.2 cc 149.2012) MODEL NAME EX.CBZ XTREME Hunk KARIZMA LIVE OFF THE EDGE EVERYBODY FOLLOWS THE ALWAYS GAME ABOVE ALL PLAY THE ROAD 149. OF TT L 501 10 547 60 428 40 454 40 472 90 479 .2 cc 223 cc KARIZMA ZMR IMPULSE 223 cc 149. W 4266 3 4751 1 3713 7 3959 3 4138 4 4199 4250 4600 4000 4150 4200 4250 G.LI EX FE WT Y 550 PLEASURE MAESTRO CD-DOWN DC-DELUX SPK CD-DELUX-CW CD-DELUX S.05. RTO AC SHO /INS C. – 2400 250 2400 250 900 900 900 900 250 250 250 250 550 550 550 550 R.W.
– SELF SPLENDOR 10 SPOKE SPLENDOR 10 CAST SPLENDOR PRO KIK SPK SPLENDOR PRO KIK CAST SPLENDOR PRO SELF SPK SPLENDOR PRO SELF CAST SPL NXG KIK SPOKE SPL NXG KIK CAST SPL NXG S.SELF CD-DELUX C.W.) KIK PASSION PRO(S. SELF PASSION PRO(S.W.W – SELF SPL NXG C.W.W.) KIK PASSION PRO(C.W.W.) SELF PASSION PRO(C.) SELF PASSION PRO(DSC) 8 4292 0 4393 7 4496 1 4485 8 4588 2 4690 5 4792 9 4291 4 4444 9 4567 7 4670 1 4659 8 4813 5 4864 5 4966 9 5171 4300 4400 4450 4450 4500 4550 4600 4300 4400 4500 4550 4600 4700 4750 4800 5000 900 900 900 900 900 900 900 900 900 900 900 900 900 900 900 900 250 250 250 250 250 250 250 250 250 250 250 250 250 250 250 250 550 550 550 550 550 550 550 550 550 550 550 550 550 550 550 550 50 489 20 500 40 511 10 510 10 520 80 531 60 542 30 489 10 505 50 518 80 529 50 529 00 545 40 551 00 561 70 584 .
– SELF DISK GLAMOUR DISCWKIK-FI GLAMOUR DISCWSLF-FI SUPER SPLENDOR CW NEW CBZ XTREEM (REAR DISK) CBZ XTREEM(REAR DRUM) HUNK SELF (NEW) (fr /disk) HUNK SELF(NEW)(fr & redisc) IMPULS KARIZMA-R KARIZMA-10 6 5343 0 5547 7 5862 4 6276 9 5161 3 7034 1 6727 0 5250 5400 5550 5650 4900 6500 6000 900 900 900 900 900 350 350 250 250 250 250 250 250 250 570 570 570 570 570 570 570 20 604 00 626 00 658 90 701 40 582 40 780 10 744 40 731 60 764 90 782 70 881 70 109 890 6609 5900 5 6916 6150 6 7080 6300 3 8010 6850 7 1007 7900 81 350 350 250 250 570 570 350 350 350 250 250 250 570 610 610 NOTE: .SELF GLAMOUR C.W. COLOURS OF BIKE . – SELF(NEW) GLAMOUR C.Price can be change time to time.W.
Black With Purple Stripes. Light Purple Electric Blue. Graphite Black. Hi Granite Blue. Pearl White. Black With Red Stripes. Purple Stripe 2. . Black With Heavy Grey. Black With Fiery Red. Cloud Silver. Candy Blazing Red. Black With Frost Blue Metallic. Vibrant Blue. Leaf Green Metallic. Classy Maroon Metallic. Harvest Green. Boon Silver Metallic. Force Silver Metallic. Black With Red Stripes. Candy Blazing Red. Black With Purple Stripes Dream Orange. Black With Sports Red Excellent Blue. Black With Frost Blue. Black With Purple Stripe 1. Aqua Green. Black With Sports Red. Force Silver Excellent Blue. Candy Blazing Red. Hi Granite Blue. Blazing Red.No. Heavy Grey. Black Monotone. Sports Red. Panther Black. Purple Stripe 3. Candy Blazing. Evony Grey. Palace Maroon Black With Sport Red. Black With Purple Stripes. Candy Red Vibrant Blue. Cloud Silver. Black With Vibrant Orange. Black With Electric Purple Black With Tornado Grey Metallic. Candy Blazing Red. Black With Silver Stripe. Candy Blazing Red. 1 MODELS COLOURS COMBINATION CD Dawn 2 CD Deluxe 3 4 5 Pleasure MAESTRO Splendor + 6 SPLENDER NXG 7 Passion PRO 8 Super splendor GLAMOUR 9 10 Splendor PRO GLAMOUR 11 Black With Gold Stripes. Black Purple. Black With Silver Stripes. Force Silver Cloud Silver. Candy Blazing Red. Heavy Grey. Candy Blazing Red Sport Red. Vibrant Blue. Classy Maroon Metallic Boon Silver Metallic.
Canyon Orange Background of the Company Hero MotoCorp is the World's single largest two-wheeler motorcycle company. Max Brown Metallic. Blazing Red Power Black. The company has been working intelligently and trying to utilize every opportunity to promote its new brand identity. Spotlight White Grassland Green. The company started with a joint venture between the Japanese Two Wheeler manufacturing company Honda in 1984. The Company started with a vision of empowering India by its bikes and making it a mobile and much more empowered country by taking it to global market with its world class bikes In the 1980‟s Hero Honda introduced low cost and fuel efficient bikes in India. . Ebony Grey. Spotlight White. The Japanese technology which came from their Japanese partner “Honda” in the Hero motorcycles made it a huge hit in Indian market. Sport Red Panther Black Metallic. Digital Silver. The joint venture between India's Hero Group and Honda Motor Company. The company continued to use the same technology till they parted ways with Honda. Bold Brown. Daring Yellow. but in 2010 Honda decided to move out and Hero Cycle bought their shares and became a new independent identity. Sports Red. The company offers wide range of two wheelers including motorcycles and scooters.12 PGM Fi CBZ XTREME Hunk 13 14 15 16 KARIZMA KARIZMA ZMR IMPULSE Shield Bold Metallic Sport Red. formerly known as Hero Honda is world‟s largest Two-Wheeler company having its registered office in India. Hero Motocorp Ltd. Marine Green. Flaming Orange. Panther Black Metallic Panther Black. Force Silver. The new company which was renamed Hero Motocorp in August 2011 is now the world‟s largest manufacturer of two – wheelers. Japan has not only created the world's single largest two wheeler company but also one of the most successful joint ventures worldwide. Deep Sea Blue. Ebony Grey. Blazing Red. Vibrant Orange. Terra Rossa. Honda Motor Company of Japan and the Hero Group entered a joint venture to setup Hero Honda Motors Limited in 1984.
Mr. Not only in manufacturing the company is a real “hero” in customer service also with a huge network of about 3000 dealerships and service centers across country. 1991 New motorcycle model . Rationality Milestones 1983 Joint Collaboration Agreement with Honda Motor Co. Incorporated. 1989 New motorcycle model . 1992 Raman Munjal Vidya Mandir inaugurated -A School in the memory of founder Managing Director. Hero churns out approx 3 million bikes in a year. . 1984 Hero Honda Motors Ltd.'Sleek' introduced. Japan signed. 1987 100. Gurgaon and Dharuhera.'CD 100 SS' introduced. 1985 First motorcycle 'CD 100' rolled out. 500.000th motorcycle produced.000th motorcycle produced. Raman Kant Munjal.With its three manufacturing plants located at Haridwar. Shareholders Agreement signed. Ltd.
000th motorcycle produced. 1. Mr.000th motorcycle produced. 1997 New motorcycle model . 2001 New motorcycle model . . Splendor declared 'World No.000th motorcycle produced.CRM Programme launched.000.'Street' introduced. Raman Kant Munjal. 1994 New motorcycle model .000.'Passion' introduced.largest selling single twowheeler model.A Hospital in the memory of founder Managing Director. 1' .'CBZ' introduced. 2000 4. Environment Management System of Dharuhera Plant certified with ISO-14001 by DNV Holland.'Splendor' introduced. One million production in one single year. Environment Management System of Gurgaon Plant certified ISO-14001 by DNV Holland. 1999 New motorcycle model .000. 'Hero Honda Passport Programme' . Hero Honda's 2nd manufacturing plant at Gurgaon inaugurated. Raman Munjal Memorial Hospital inaugurated . 1998 2.
'CD Dawn' introduced. New motorcycle model . a global record. 2004 New motorcycle model .'Super Splendor' introduced. New motorcycle model . Crossed sales of over 2 million units in a single year. 1 for the 4th year in a row.000. new motorcycle model .'Passion Plus' introduced.'Joy' introduced. Splendor has emerged as the World's largest selling model for the third calendar year in a row (2000.000th motorcycle produced. Joint Technical Agreement renewed. 1 Company for the third consecutive year. 2005 Hero Honda is the World No. new motorcycle model . new motorcycle model 'Karizma' introduced. New motorcycle model . new motorcycle model . New motorcycle model . 2002 Becomes the first Indian Company to cross the cumulative 7 million sales mark.'CBZ' introduced.World's largest selling motorcycle crossed the 5 million mark. Hero Honda became the World No. Splendor .'Ambition 135' introduced.'CD Deluxe' introduced new . 2001.'Splendor +'introduced. and 2002). Total sales crossed a record of 10 million motorcycles. 5.
20 million production milestones achieved.'Achiever' introduced.'Pleasure' introduced. New 'CBZ Xtreme' launched. New 'Glamour' launched. First Scooter model from Hero Honda . 25 million production milestone achieved. CD Deluxe launched with power start feature. 2006 Hero Honda is the World No. New 'Splendor NXG' launched. .motorcycle model . new motorcycle model . New 'Glamour Fi' launched. Splendor NXG launched with power start feature. 1 for the 6th year in a row. New 'CD Deluxe' launched. 2007 Hero Honda is the World No. New 'Pleasure' launched. 2009 Hero Honda Good Life Program launched Hunk' (Limited Edition) launched. 2008 Hero Honda Haridwar Plant inauguration. New motorcycle model 'Hunk' launched. New motorcycle model 'Passion Pro' launched. 15 million production milestones achieved.'Glamour' introduced. 1 for the 5th year in a row. New 'Passion Plus' launched.
So make the best use of your card and redeem your points for fabulous rewards! Winner of the month:. your Hero MotoCorp Good Life Program membership rewards you with points on all your spends. 2011 New licensing arrangement signed between Hero and Honda. from the company. Splendor completed 11 million production landmarks. CBZ Xtreme. Crosses the landmark figure of 5 million cumulative sales in a single year . 2010 New model Splendor Pro launched. Launch of new refreshed versions of Glamour. What‟s more. Glamour FI. Silver jubilee celebrations. 2011 the name of company was enhanced to Hero MotoCorp Ltd.All members enrolled in a month get a chance ot participate in an exciting lucky draw and 4 lucky winners get a chance to win a Splendor+. Good life Programme The Hero MotoCorp Good Life Program is designed to compliment your good life in every way. From Hero Honda Motors and its known as Hero MotoCorp Ltd. 2011 . Hero Honda is now Hero MotoCorp On 11th sept. July 29. It also provides you with a free riders‟ insurance worth 1 Lakh to ensure your peace of mind.Hero Honda Motors changed its name to Hero MotoCorp following the exit of its erstwhile Japanese promoter. New motorcycle model 'Karizma . Honda. Karizma. Launch of new Super Splendor and New Hunk. It brings you an easy to use privilege card packed with special rewards and benefits. . And it doesn‟t end here.ZMR' launched.
Free Rider's Personal Insurance:-Get a free Personal Accidental Insurance worth Rs. use and dispose of goods. Definition of Buyer Behavior:- . groups and organization select. selected especially for you. The field of consumer behavior studies how individuals. service. First Transaction Benefit: . Service Bonus:-Get 100 points per service and 500 as continuity bonus on every 6th regular service Bonus Points on Birthday:-Earn bonus double points for every transaction done on your birthday and get special greetings too. Discount on Spares & Accessories:-Start receiving a special discount of 5% on the purchase of spares and accessories on your successful enrollment and free wash coupon (with limited validity period). 1 lakh on your successful enrolment. Go Green:-Get 50 Green Reward points for every Pollution Under Control check of your vehicle.You can earn the „First Transaction Gift‟ on your first program transaction through the card and also earn 500 points as first transaction benefit. you can redeem your points for fabulous gifts Literature Review Consumer buying behavior The main aim of marketing is meet and satisfy target customers need and wants buyer behavior refers to the peoples or organization conduct activities and together with the impact of various influence on them towards making decision on purchase of product and service in a market. take home your gifts As you continue your journey with us. The behavior of human being during the purchase is being termed as ―Buyer Behavior. Redeem points.Referral Points: .Earn additional 3000 points on referring a Hero MotoCorp two-wheeler to your friends-n-family members and 6000 points on upgrading your own twowheeler. They are responding to influences that change their mind at the last minute. ideas. Points Earned on Money Spent:-Accumulate points on the purchase of service. buy. *Terms & Conditions Apply Special Value Offers:-Exclusive invitees to events and special value offers from our partners. spares and accessories at an authorized Hero MotoCorp dealership or service centre. Customer says one thing but do another. or experience to satisfy their needs and desires understanding consumer behavior and knowing customer are never simple. Each rupee spent gets translated into one point earned. The wealth of products and service produced in a country make our economy strong. Present the Pollution under Control certificate to the dealer and earn your points. They may not be in touch with their deeper motivations. A buyer makes take a decision whether save or spend the money.
The other additional decisions are: Which types of bike he must buy? From whom to buy a bike? How the payment to be made? And so on. (i) Problem identification:The buying process starts when the buyer recognizes a problem or need. rating organizations. friends. Consumer Buying Decision Process There are following five stages in consumer buying decision process. purchase. sales persons. There is several First. Examine. Second. The need can be triggered by internal or external stimuli. telephone directory. Through gathering information.Buyer behavior is ―all psychological. retailers. packaging. neighbor. (iv) Choice of purchasing decision:From among the purchase of alternatives the consumer makes the solution. If the decision is to buy. some basic concepts are: First. (ii) Information Search:The consumer tries to collect information regarding various products/service. Commercial Source: Advertising. By gathering information from a number of consumers. Marketers can identify the most frequent stimuli that spark an interest in a product category. as quittances. commercial. The marketer must know which criteria the consumer will use in the purchase decision. consumer. friends. the consumer learns about completing brands and their features. trade air etc. Marketers should find out the source of information and their relative degree of importance to the consumes. dealers. Social and physical behaviors of potential customers as they become aware of evaluate. Experimental sources: Handling. They can then develop marketing strategies that trigger consumer interest. the consumer is trying to satisfy need. the consumer is looking for certain benefits from the product solutions. displays. the consumer processes. using the product. . Information may be collected form magazines. business association. consume and tell others about product & service. Personal Sources: Family. It may be to buy or not to buy. chamber of commerce. (iii) Evaluation of alternative:There is no single process used by all consumers by one consumer in all buying situations. catalogues. family members. Public sources: mass media. Marketers need to identify the circumstances that trigger a particular need.
perceiving advertising material. (v) Post Purchase Behavior:After purchase the product. perception. S satisfaction or dissatisfaction with the product influence subsequent behavior.The marketer up to this stage has tried every means to influence the purchase behavior. especially it can be hurt the environment Characteristic of Buyer Behaviors The chief characteristics of the buyers behaviors are as follow:(1) It consists of mental and physical activities which consumers undertake to get goods and services and obtain satisfaction from them. (2) It includes both observable activities such as walking through the market to examine merchandise and making a purchase and mental activities-such as forming attitudes. S satisfaction is a function Of closeness between the buyer. Post purchase Action:The Consumer. And therefore. Post-Purchase Use or Disposal:The marketer should also monitor new buyers use and dispose of the product. but the choice is properly consumers. If the consumer satisfied. Dissatisfaction consumer may abandon and return the product. S expectation and the products Perceiver performance. If the consumer throws the product away. such as need . economics and buyers. . the marketer needs to know how they dispose of it. The Marketer„s job not end when the product is buying must monitor post-purchase satisfaction. In the evaluation stage the consumer forms preferences among the brands in the choice set. post-purchase action. If the consumer store the product in a close. the consumer will experience the same level of product. (3) Consumer behaviors are very complex and dynamic to constantly changing. and learning to prefer particular brands. (4) The individuals specific behaviors in the market place is affected by internal factor. The larger the gap between expectation and performance. The consumer may also form an intention to but the most preferred brand. postpurchase use and disposal Post Purchase Satisfaction:The buyer. motives. culture. he or she will exhibit a higher probability of purchasing the product again. the product is probably not very satisfying. the greater the consumer dissatisfaction. as well as by external of environmental influences such as the family social groups. and attitudes. management need to adjust with the change otherwise market may be lot.
The present is the era of customers. So companies should strive to enhance customer satisfaction through knowing their expectations regarding products. the customers were highly satisfied with the products and service of Hero MotoCorp. From the study. For building a Relationship there is need for knowing the customer behavior and how will be they satisfied? There were some limitations while doing the project. It was very challenging to fill up the questionnaire as most of the population comes from rural back ground. The data was collected on the following basis : . and have knowledgeable support staff. It was found that Hero MotoCorp Motor cycle is having a good brand image in the market. Customers are more knowledgeable than ever before and because the customer is more knowledgeable. more agile and more creative than few years ago. This study will help Hero MotoCorp to know the most popular way by which they are providing services and quality to the customers and to know various customers Perceptions. The data was collected by personal interviews of the respondents.Objective of the study Selling of any product. there is needed to build relationship with customer. we found that. Hero MotoCorp should improve on their after sales support. Also Hero MotoCorp should increase the range of its targeted market. Most of the respondents considered Hero MotoCorp showroom is one of the best places to purchase of Motor cycle. Also many of them did not show any interest in filling questionnaires. histogram and ogive charts which is very useful in depicting the below mentioned data in a statistical way. companies must be faster. pie chart . Methodology As per the conditions of the project work. but there were some complaints regarding after sales service and staff of Hero MotoCorp. As it was the rural area we were supposed to explain each and every question of the questionnaire. valid data were collected and representated in the form of bar graph.
Research Plan RESEARCH PLAN Research Design: Descriptive Research Method Used Survey Research Technique Used Questionnaire Data Collection (location) Rishra.Hooghly Sampling Plan convenience Sample Size 100 .
Chapter-2 Conceptual Framework .
Domestic Performance Annual Report for the year 2011-2012 .
10 years performance .
International performance Some reviews in the annual report (2011-2012) stating the international scenario of Hero MotoCorp is as follows: .
rising population and a rapidly growing mobile and internet user base. next only to United States and China. India‟s growth is still among the highest in the emerging economies.5% during 2011-12 was below the8. what with rural consumption spend have risen 65% over the past five years. This perfectly describes thePotent force of the Indian population as an emerging consuming class. slightly higher than that of Japan at US$ 4.What lies ahead? Despite the policy paralysis. India has overtaken Japan to become the third largest economy in terms of purchasing power parity.46 trillion in 2011. over one in two households now have access to a bank. and one-in-three rural Households now own a television set vis-a-visone-in-five a decade ago. the growth is spreading beyond towns and cities into smaller villages and semi-rural parts of India. Hence. Moreover. compared with little less than one-in-three indicated earlier in Census 2001 data. Though India‟sGDP growth of 6. it‟s still among the highest in the world.5% average of preceding 8 years. there‟s little doubt the country contains enormous potential to bounce back strongly in the medium to long-term. Data from Census 2011 indicates 63% of Indian households own telephones. though the near-term outlook for India‟s economy appears uncertain. two-thirds of the houses have electricity.44 trillion. What further strengthens this belief is an increasing demand for services through new technology challenges. . According to the data released by the International Monetary Fund (IMF). India‟s GDP in PPP terms stood at US$ 4. In fact.
Chapter-3 Presentation & Analysis .
Gender profile: Table 1: Indicating gender profile of the respondents Gender Male Female Total Percent 75 25 100 Interpretation: 75% of the respondents were male and 25% of the respondents were female.The below mentioned data was collected and analyzed in terms of customer satisfaction and integrity of the products Hero MotoCorp has to offer: 1. .
29% of the respondents fall in the age group of 30-39 and 25% of the respondents fall in the age group of 40 and above. . Age profile: Table 2: Indicating age profile of the respondent Age 18-19 20-29 30-39 40 & above Total Percent 5 41 29 25 100 Interpretation: 41% of the respondents fall in the age group of below 20-29. 5% of the respondents fall in the age group of 18-19.2.
20 % of the respondents were agriculture. . Occupation of the respondents: Table 3: Indicating Occupation of the respondents Occupation Business Service Students Agriculture Total Percent 43 32 5 20 100 Interpretation: 43% of the respondents were business class. 32 % of the respondents were service class.3. 5 % of the respondents were student.
000 & above Total Percent 15 44 30 11 100 Interpretation: 44% of the respondent fall in the below 10. Income <10.000 .000-20.000 .000.000 15.000-20. Income of the Respondents: Table 4: Indicating Income of the respondents. 30% of the respondent fall in the bracket of 15.000-15.000-15.4. 15% of the respondent fall in the bracket of <10.000 10. 11% of the respondent fall in the 20. .000 & above.000 20.
43% respondents have own bike. .Analysis:1. Do you have own bike? Percent Yes No Total 43 57 100 Interpretation: 57% respondents don‟t have own bike.
12% of the respondents had the knowledge through others. Which medium do you refer to purchasing bike? Sources News paper TV advertisement Friends & relatives others Total Percent 26 24 38 12 100 Interpretation: 38% of the respondents had the knowledge through friends &relatives.2. 26% of the respondents had the knowledge through newspaper. . 24% of the respondents had the knowledge through TV advertisment.
4% of the respondents take decision by other for purchasing bike. Who is decision maker for purchasing bike in your family? Decision maker Father Mother Self others Total Percent 46 8 42 4 100 Interpretation: 46% of the respondents take decision by father for purchasing bike. 8% of the respondents take decision by mother for purchasing bike.3. 42% of the respondents take decision by self for purchasing bike. .
What is your source of finance? Source of finance By Cash By Loan Total Percent 35 65 100 Interpretation: 65% respondents purchase bike by Loan. 35% respondents purchase bike by Cash. .4.
3% of the respondents told that brand is less important.5. 0% of the respondents told that brand is least important. 33% of the respondents told that brand is more important. . Which factors influence you to purchase HERO bike? Brand reputation Factor Brand Most More Important Less Least important important important important 52 33 12 3 0 Interpretation: 52% of the respondents told that brand is most important. 12% of the respondents told that brand is important.
0% of the respondents told that brand is least important.Style Factor Style Most More Important Less Least important important important important 18 34 45 3 0 Interpretation: 45% of the respondents told that brand is important. 34% of the respondents told that brand is more important. 3% of the respondents told that brand is less important. . 18% of the respondents told that brand is most important.
COLOUR Factor COLOUR Most More Important Less Least important important important important 69 28 3 0 0 Interpretation: 69% of the respondents told that COLOUR is most important. 28% of the respondents told that COLOUR is more important. . 0% of the respondents told that COLOUR is least important. 3% of the respondents told that COLOUR is important. 0% of the respondents told that COLOUR is less important.
.Price Factor Price Most More Important Less Least important important important important 57 34 9 0 0 Interpretation: 57% of the respondents told that price is most important. 0% of the respondents told that price is least important. 34% of the respondents told that price is more important. 9% of the respondents told that price is important. 0% of the respondents told that price is less important.
21% of the respondents told that price is less important. . 14% of the respondents told that price is least important. 5% of the respondents told that price is most important. 11% of the respondents told that price is more important.Pick up Factor Pick up Most More Important Less Least important important important important 5 11 49 21 14 Interpretation: 49% of the respondents told that price is important.
2% of the respondents told that price is less important. 19% of the respondents told that price is most important. 0% of the respondents told that price is least important.Mileage Factor Mileage Most More Important Less Least important important important important 19 44 35 2 0 Interpretation: 44% of the respondents told that price is more important. . 35% of the respondents told that price is important.
7% of the respondents told that price is less important.Maintenance Factor Maintenance Most More Important important important Less important Least important 11 15 67 7 0 Interpretation: 67% of the respondents told that price is important. . 15% of the respondents told that price is more important. 11% of the respondents told that price is most important. 0% of the respondents told that price is least important.
. 6. The study shows that 65% respondents purchase bike by Loan. Respondents told that mileage 44% is more important. 7. 2. 3.Project Findings Finding of Study: 1. The study shows that 57% respondent has already bike. The study shows that 46% of the respondents take decision by father for purchasing bike. COLOUR 69%. The study shows that 38% respondent had knowledge through friends &relatives. 5. 4. pick up 49%. price 57% are most important. Respondents told that brand 52%. Respondents told that style 45%. maintenance 67% are important.
Chapter-4 Conclusion and Recommendation .
However in spite of these limitations all efforts have been put to make the report correct. pick up. Company should try to use more loan facility. 5. Mostly people getting knowledge by friend and relatives. and fulfilling the objectives of the reports Conclusion:1. maintenance are important. Mostly respondents told that brand. practice cannot be assessed correctly. prices are most important. genuine. Lack of experience. Mostly Father is decision maker for purchasing bike in your family. 4. Mostly respondents told that mileage is more important. preference. Limitations of the Study:During conducting period this training I come across the following limitations. In such case their habit. 3. Very often responded do not express their true feelings. . 2. 6. COLOUR.Recommendation:1. Some of the respondents refuse to give the important information best known to them. Mostly respondents told that style. Brand is the most significant factors so while making promotional activities companies must focus more on Brand name. 2. Mostly respondents purchase bike by Loan.
Banerjee 3) Financial Management .Khan & Jain ect .com Reference books: 1) Financial Management .M Pandey 2) Financial Management .Ravi.google.heromotocorp.B.Kishore 4) Financial Management .M.I.Bibliography Reference:Website:www.com www.
What is your source of finance? (a) By cash ( ) (b) By Loan ( ) 5. Do you have own bike? (a) Yes ( ) (b) No ( ) 2. Which medium do you refer to purchasing bike? (a) News paper ( ) (b) TV advertisement ( ) (d) Friends & relatives ( ) (d) others ( ) 3. Which factors influence you to purchase HERO bike? (1=most important factor and 5=least important factor) FACTOR Most More Important Less Least important important important important Brand reputation Style COLOUR Price Pick up Mileage Maintenance .” 1.Questionnaire A PROJECT REPORT ON CUSTOMER BEHAVIOUR AND SATISFACTION LEVEL FOR HERO MOTOCORP LTD. Who is decision maker for purchasing bike in your family? (a) Father ( ) (b) Mother ( ) (c) Self ( ) (d) other ( ) 4.
AGE: ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Male 18-19 Female 20-29 Service < 10. GENDER: 4.000 15. ADDRESS: 3. MONTHLY INCOME: (In rupees) 10.000 20.CUSTOMER PERSONAL INFORMATIONS: 1.000-15.000 & above .000-20. NAME: 2. OCCUPATION: Business 6.000 30-39 Students 40 & Above Agriculture 5.
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