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DECLARATION

I, NAUSHAD.K, do hereby declare that this project report entitled “A STUDY ON CUSTOMER SATISFACTION TOWARDS HONDA BIKES IN COIMBATORE” has been prepared by me under the guidance and supervision of Mr. T.LAKSHMANAN lecturer in department of Business Administration, P.P.G Business School Coimbatore.

I also declare that this project report has not been submitted by me or others fully or partially for the award of any Degree or Diploma, title or recognition before.

P.P.G. Business School Date:

NAUSHAD.K

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CERTIFICATE

This is to certify that the Report of the Project Work entitled “A STUDY ON

CUSTOMER SATISFACTION TOWWARDS HONDA IN COIMBATORE“Submitted in partial fulfillment of the requirements for the award of the degree of Master of Business Administration to the PPG BUSINESS SCHOOL Is a
record of bonafide work carried out by NAUSHAD.K under my supervision and Guidance.

Date: Place: COIMBATORE

Signature of the HOD

Signature of the Internal Guide

Submitted for the Viva-voice Examination held on -------------

Internal Examiner

External Examiner

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ACKNOWLEDGMENT

I would like to express my deep sense of gratitude to my distinguished teacher and guide Mr. LAKSHMANAN T Department of Business Administration for his valuable guidance and profound inspiration. I also express my sincere thanks to the Director, Prof. R VIJAYA KUMAR of P.P.G Business School for his valuable suggestion and co-operation. I also owe a great deal to other members and staff of the department of Business Administration. I also thankful to my friend who helped me a lot in the completion of this project. Above all, thank to God almighty who helps the every activities of my life.

P.P.G Business School Date:

NAUSHAD.K

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no Content 1 History of Honda Page No 7 10 12 16 18 20 20 20 21 21 22 23 36 37 38 39 40 1.1 3.2 1.CONTENT Sl.1 1.3 3.3 2 3 Profile Key persons Models Objectives of the research Research methodology 3.4 4 5 6 7 8 9 10 Data source Research approach Sampling unit Data completion and analysis Limitations of the study Data analysis and interpretations Findings Suggestions Conclusion Bibliography Questionnaire 5 .2 3.

safety. safety. mileage and maintenance by the respondents Satisfaction of respondents towards HONDA bike(s) Other bikes owned by the respondents Respondent’s opinion about the service of HONDA bikes compared to other bikes Color of the bike that respondent likes Respondent’s rate towards HONDA’s parameter mentioned Page number 22 23 24 25 26 27 28 29 30 31 Rate of respondents towards the time spent by employees with 32 the respondents LIST OF CHARTS Chart number 1 2 3 4 5 6 7 8 9 10 11 Title Type of HONDA bikes own by the respondents For what purpose the respondent buy a HONDA bike How long the respondent using the bike Factors considered by respondent for choosing HONDA Rate for comfort. mileage and maintenance by the respondents Satisfaction of respondents towards HONDA bike(s) Other bikes owned by the respondents Respondent’s opinion about the service of HONDA bikes compared to other bikes Color of the bike that respondent likes Respondent’s rate towards HONDA’s parameter mentioned Page number 22 23 24 25 26 27 28 29 30 31 Rate of respondents towards the time spent by employees with the 32 respondents 6 .LIST OF TABLES Table number 1 2 3 4 5 6 7 8 9 10 11 Title Type of HONDA bikes own by the respondents For what purpose the respondent buy a HONDA bike How long the respondent using the bike Factors considered by respondent for choosing HONDA Rate for comfort.

HISTORY OF HONDA 7 .

Eventually. even going back to school and pawning his wife's jewelry for collateral. Soichiro Honda (November 17.From a young age. Honda's founder. and Soichiro worked painstakingly to perfect the design. Calling upon 18. 1906 – August 5.000 bicycle shop owners across Japan to take part in revitalizing a nation torn apart by war. he won a contract with Toyota and built a factory to construct pistons for them. which would grow a short time later to be the world's largest manufacturer of motorcycles by 1964. 8 . Japan. He then established the Honda Technical Research Institute in Hamamatsu. This marked the beginning of Honda Motor Company. Due to a gasoline shortage during World War II. Soichiro received enough capital to engineer his first motorcycle. which was destroyed in an earthquake. the Honda Cub. and his novel idea of attaching a small engine to his bicycle attracted much curiosity. he later worked on a piston design which he hoped to sell to Toyota. He worked as a mechanic at a Japanese tuning shop. Honda was unable to use his car. A self-taught engineer. 1991) had a great interest in automobiles. Art Shokai. where he tuned cars and entered them in races. to develop and produce small 2-cycle motorbike engines. The first drafts of his design were rejected.

which went on sale in August 1963. it was classified under the cheaper Kei car tax bracket The first production car from Honda was the S500 sports car. which followed the T360 into production in October 1963. Its chain driven rear wheels point to Honda's motorcycle origins 9 . Powered by a small 356 cc straight-4 gasoline engine.The first production automobile from Honda was the T360 mini pick-up truck.

Water pumps. Jet engines. Motorcycles. Jets. & Representative Director) : Automobiles.82 billion (2011) US$ 6. Tillers.44 billion (2011) US$ 139.61 billion (2011) 10 . Thin-film solar cells Revenue Operating income Net income Total assets : : : : US$ 107. Outboard motors. Lawn and Garden equipment. Scooters. Electrical generators. ATVs. Robotics.PROFILE Type Industry : Public company : Automotive Aviation Founded Founder(s) : 24 September 1948 : Soichiro Honda Takeo Fujisawa Headquarters Area served Key people Products : Minato. CEO.87 billion (2011) US$ 6. Japan : Worldwide : Takanobu Ito (President. Tokyo.

honda.com 11 .69 billion (2011) : 179.Total equity Employees Subsidiaries : US$ 53.060 (2011) : Acura Li Nian Honda Aircraft Company Website : world.

Chief Officer of Driving Safety Promotion Center. Chief Operating Officer of Automobile Operations and Director Akio Hamada Executive Vice President. Chief Operating Officer of Production Operations. President of Honda North America Inc and Director of Honda North America Inc Manabu Nishimae Managing Officer. General Supervisor of Information Systems and 12 . Chief Operating Officer for Regional Operations . Executive Officer and Director Tetsuo Iwamura Senior Managing Officer. Compliance Officer of Government & Industrial Affairs and Director Takanobu Ito Chief Executive.Key Persons Name Koichi Kondo Position hold Chairman. Risk Management Officer. Director of American Honda Motor Co Inc. Chief Operating Officer of Motorcycle Operations and Director Fumihiko Ike Senior Managing Officer. Vice President. President. President of American Honda Motor Co Inc. Chief Operating Officer for Business Management Operations. President of Honda Motor Europe Ltd and Director of Honda Motor Europe Ltd Tatsuhiro Oyama Senior Managing Officer. Compliance Officer.North America.Europe the Middle &Near East and Africa. Chief Operating Officer for Regional Operations .

President of Honda Automoveis do Brasil Ltd. Director of Moto Honda Amazonia Ltd. Chief Operating Officer for Regional Operations Asia & Oceania. Chief Operating Officer for Business Support Operations and Director Tomohiko Kawanabe Hidenobu Iwata Senior Managing Officer and Director Managing Officer. Director of Honda Canada Inc. President of Honda South America Ltd and Director of Honda South America Ltd Masahiro Takedagawa Operating Officer. President of Honda of America Mfg Inc and Director of Honda of America Mfg Inc Michimasa Fujino Operating Officer. Chief Operating Officer for Regional Operations . President of Moto Honda Amazonia Ltd.Latin America. President of Honda Automoveis do Brazil Ltd President of Honda Canada Inc. President of Asian Honda Motor 13 . Director of Honda Automoveis do Brasil Ltd. President of Honda Aircraft Co and Director of Honda Aircraft Company Inc Hiroshi Kobayashi Managing Officer.Japan. Chief Operating Officer of Power Product Operations and Director Masahiro Yoshida Operating Officer. President of Honda South America Ltd. Chief Operating Officer for Regional Sales Operations . President of Moto Honda Amazonia Ltd and Director of Moto Honda Amazonia Ltd Takuji Yamada Operating Officer.Director Sho Minekawa Managing Officer.

President of Honda Canada Inc and Director of Honda Canada Inc Hiroshi Sasamoto Operating Officer. President of Honda of the U K Manufacturing Ltd and Director of Honda of the U K Manufacturing Ltd Takeo Fukui Nobuo Kuroyanagi Hirotake Abe Tomochika Iwashita Advisor and Representative Director Advisor and Director Corporate Auditor Corporate Auditor 14 . President of Honda R&D Co Ltd and Director of Honda R&D Co Ltd Soichiro Takizawa Operating Officer. Chief Executive Officer of Honda Engineering Co Ltd. President of Honda Motor India Private Ltd. Chief Executive officer of Honda R&D Co Ltd. President of Honda Engineering Co Ltd and Director of Honda Engineering Co Ltd Yoshiharu Yamamoto Managing Officer. Director of Honda Siel Cars India Ltd and Director of Honda Motor India Private Ltd Takashi Sekiguchi Operating Officer. President of Honda Siel Cars India Ltd.Co Ltd and Director of Asian Honda Motor Co Ltd Takashi Nagai Operating Officer. Director.

15 ... Ltd. Ltd. Honda Motor Co.. Ltd.. Ltd. Honda Motor Co. Honda Motor Co.Other Board Members on Board Name (Connections) Toru Onda Fumihiko Saito Hideki Okada Kensaku Hogen Primary Company Honda Motor Co.

MODELS Bike       CBR250R CBF Stunner Dazzler Unicorn Shine CB Twister SCOOTER     Activa (old) Activa (new) Aviator DLX Dio CARS      Honda city Honda Accord Honda Civic Honda Jazz Honda Brio 16 .

OBJECTIVES OF THE RESEARCH 17 .

To study the behavioral factors of consumers in motor bikes.OBJECTIVES OF THE RESEARCH 1. To analyze after sales services of bikes. 2. 3. 4. 5. To analyze the customer satisfaction. 18 . To suggest various factors to improve sales. To analyze the customer preference.

METHODOLOGY 19 .

RESEARCH METHODOLOGY It is well known fact that the most important step in marketing research process is to define the problem. After giving through brain storming session. Secondary data are those which has been collected by someone else and which already have been passed through statistical process. magazines and companies web sites. 20 . A questionnaire was designed major emphasis of which was gathering new ideas or insight so as to determine and bind out solution to the problems. objectives were selected and the set on the base of these objectives. That was the reason that at most care was taken while defining various parameters of the problem. newspaper. RESEARCH APPROACH The research approach was used survey method which is a widely used method for data collection and best suited for descriptive type of research survey includes research instrument like questionnaire which can be structured and unstructured. Primary data is the first hand data. Primary Data was crucial to know various customers and past consumer views about bikes and to calculate the market share of this brand in regards to other brands. DATA SOURCE Research included gathering both Primary and Secondary data. Choose for investigation because a problem well defined is half solved. which are selected a fresh and thus happen to be original in character. Secondary data has been taken from internet. Target population is well identified and various methods like personal interviews and telephone interviews are employed.

21 . it was tabulated and findings of the project were presented followed by analysis and interpretation to reach certain conclusions. These were 50 respondents.SAMPLING UNIT It gives the target population that will be sampled. This research was carried in Coimbatore (District Coimbatore). DATA COMPLETION AND ANALYSIS After the data has been collected.

Shortage of time is also reason for incomprehensiveness. The sample was collected using connivance-sampling techniques. 22 . 2. Research work was carried out in one District of Tamil Nadu only the finding may not be applicable to the other parts of the country because of social and cultural differences. The views of the people are biased therefore it doesn’t reflect true picture. 4. 3. As such result may not give an exact representation of the population.LIMITATIONS OF THE STUDY 1.

DATA ANALYSIS AND INTERPRETATIONS 23 .

24% of the respondents are using Honda’s shine bike 24 .of respondents 16 11 5 9 3 6 Percentage 32 24 10 18 6 12 Chart 1 Chart showing the type of HONDA bikes own by the respondents showing the type of HONDA bikes own by the respondents No.32% of the respondents are using the Unicorn bike.Table 1 Table showing the type of HONDA bikes own by the respondents Type of bike Unicorn Shine Twister Stunner Dazzler Others No.of respondents 35 30 25 20 15 10 5 0 unicorn shine twister stunner dazzler other Interpretation:-Table denotes that majority of the respondents are using the HONDA”s Unicorn bike.

25 .of respondents 20 6 24 Percentage 40 12 48 Chart 2 Chart showing for what purpose the respondent buy a HONDA bike Percentage 50 40 30 20 10 0 Personal Percentage Official Others Percentage Interpretation:-Table denotes that majority of the respondents rated A.M’s advertisement as good as compared to other dealers.Table 2 Table showing for what purpose the respondent buy a HONDA bike purpose Personal Official Others No.

of respondents 10 16 8 6 10 Percentage 20 32 16 12 20 Chart 3 Chart showing how long the respondent using the bike percentage 0-1 year 1-2 year 2-3 year 3-4 year Above 4 Interpretation:-Table denotes that majority of the respondents are using their bikes more years.Table 3 Table showing how long the respondent using the bike Years 0-1 year 1-2 year 2-3 year 3-4 year Above 4 No. 26 . It shows the customer satisfaction towards the Honda.

27 . of respondents 10 3 4 2 31 Percentage 20 6 8 4 62 Chart 4 Chart showing the factors considered by respondent for choosing HONDA Percentage 70 60 50 40 Percentage 30 20 10 0 Price Brand name Safety Style Performance Interpretation:-Table denotes that majority of the respondents rated HONDA’s performance as the main reason for buying Honda’s bike.Table 4 Table showing the factors considered by respondent for choosing HONDA Factors Price Brand name Safety Style Performance No.

Table 5 Table showing the rate for comfort. safety. safety. Customers are satisfied with the safety and mileage also. 28 . mileage and maintenance by the respondents 80 70 60 50 40 30 20 10 0 Comfort Safety mileage Maintenance Excellent Good Moderate Interpretation:-Table denotes that majority of the respondents rated HONDA’s comfort and maintenance as excellent. mileage and maintenance by the respondents Preference Excellent(f) Percentage Good(f) Percentage Moderate (f) Comfort 37 74 8 16 5 Safety 10 20 28 56 12 mileage 28 56 12 24 8 Maintenance 32 64 20 40 8 Percentage 10 24 16 16 Chart 5 Chart showing the rate for comfort.

of Percentage respondents 38 76 12 24 Yes No Chart 6 Chart showing the satisfaction of respondents towards HONDA bike(s) Percentage 80 70 60 50 40 30 20 10 0 Yes No Percentage Interpretation:-Table denotes that majority of the satisfied with the HONDA.Table 6 Table showing the satisfaction of respondents towards HONDA bike(s) No.76% customers are satisfied with their Honda bike 29 .

Table 7 Table showing the other bikes owned by the respondents Bikes Hero Honda Bajaj TVS Yamaha None No. of respondents 2 6 2 10 30 Percentage 4 12 4 20 60 Chart 7 Chart showing the other bikes owned by the respondents Percentage None Yamaha TVS Bajaj Hero Honda 0 10 20 30 40 50 60 Percentage Interpretation:-Table denotes that majority of the respondents are not using any other company’s bike. It shows the customer satisfaction toward s Honda 30 .

76% customers are satisfied with the Service provided by Honda compared to other companies 31 .Table 8 Table showing the respondent’s opinion about the service of HONDA bikes compared to other bikes Opinion No. of respondents Excellent 15 Good 23 Moderate 6 Unsatisfied 6 Percentage 30 46 12 12 Chart 8 Chart showing the respondent’s opinion about the service of HONDA bikes compared to other bikes Percentage 50 45 40 35 30 25 20 15 10 5 0 Excellent Good Moderate Unsatisfied Percentage Interpretation:-Table denotes that majority of the respondents rated HONDA’s service as good compared to other companies.

of respondents 6 4 14 23 3 Percentage 12 8 28 46 6 White Blue Red Black Other Chart 9 Chart showing the color of the bike that respondent likes Percentage 50 40 30 20 10 0 White Blue Red Percentage Black Other Interpretation:-Table denotes that majority of the respondents likes the black colored bike rather than others 32 .Table 9 Table showing the color of the bike that respondent likes No.

Table 10 Table showing the respondent’s rate towards HONDA’s parameter mentioned Strongly disagree Disagree Moderate Agree Strongly agree Knowledgeable sales person Availability of spare parts Vehicle condition price Attractive discounts offered Responds to complaints quickly 8 12 6 4 44 10 14 26 20 12 24 12 0 12 2 8 16 6 46 16 0 52 16 52 32 34 72 24 0 20 Chart 10 Chart showing the respondent’s rate towards HONDA’s parameter mentioned 80 70 60 50 40 30 20 10 0 Strongly agree Moderate Strongly diagree Strongly diagree Disagree Moderate Agree Strongly agree Interpretation:-Table denotes that majority of the respondents rated HONDA’s performance is as good as compared to other dealers. 33 . The respondents are not satisfied with the offers provided by the company.

Table 11 Table showing the rate of respondents towards the time spent by employees with the respondents Time spent Before sales During sales After sales Chart 11 Chart showing the rate of respondents towards the time spent by employees with the respondents 50 45 40 35 30 25 20 15 10 5 0 Before sales During sales After sales Strongly Disagree Disagree Moderate Agree Strongly Agree Strongly Disagree Moderate Agree Disagree(%) (%) (%) (%) 8 6 16 18 6 32 8 16 24 8 16 18 Strongly Agree (%) 12 46 26 Interpretation:-Table denotes that majority of the respondents rated HONDA’s customer relationship is good as compared . 34 .

SUGGESTIONS AND CONCLUSION 35 .FINDINGS.

36 .  It was noted that some people are not satisfied with the availability of spare parts.  Among 50 customers 72% are highly satisfied with the vehicle condition of HONDA.  Most of the customers are highly satisfied with HONDA's customer relation and after sales services. it has to play very important role in the growth of the organization.  HONDA has very good public relation.FINDINGS  Performance is the most important aspect that attracts customers to HONDA Bikes  Offers provided by HONDA are not reached up to the customer’s hope.

So the service department may try to care the customers little more. So company can give more importance for the availability of spare parts  Company can try to provide better offers.SUGGESTIONS  Company can give more importance on spare part’s availability Among 50 customers 44% of the customers are not satisfied with the availability of spare parts. There is no doubt that if the company provides better offers to customers the sales of the company will increase more and more. Most of the customers are highly interested with getting offers. A few customers have a complaint with service of HONDA. 37 .  Service department may care the customers little more.  Customers are highly satisfied with HONDA’S performance is and company should try to keep it up.

. So company can concentrate give more offers a. One of the important plus point of HONDA is their public performance. The management is give high concentrate for customer satisfaction. It was found that customers are highly satisfied with HONDA’s service compared to other bike companies. The study reveals majority of customers are satisfied with the facilities provided by the organization.CONCLUSION The project titled “A study on customer satisfaction towards HONDA in Coimbatore” was an earnest attempt to find out the factors that influenced the customers to buy the bike of HONDA. which will help to understand the plus points of the organization. It may help the organization to improve their sales. That creates more customer satisfaction. 38 . It has to play a very important role in the growth of the organization. However many of respondents are not satisfied with the offers of the firm.

com 4.honda.com 3.yahoo.com 2. www. www.twowheeler.com 39 .wikipedia. www.com 5.BIBLIOGRAPHY 1. www.google. www.

Which HONDA bike do you own? [ ] Unicorn [ ] Shine [ ] Twister [ ] Stunner [ ] Dazzler [ ] other 6. How long you are using HONDA bike? [ ] 0-1 years [ ] 1-2 years [ ] 2-3 years [ ] 3-4 years [ ] above 5 years 9.For what purpose you buy a HONDA bike? [ ] Personal [ ] Official [ ] Both 8. Gender: 4. . Occupation: [ ] Business man [ ] Employee [ ] Student [ ] other [ ] 15-20 [ ] 20-25 [ ] male [ ] 25 -30 [ ] 30 above [ ] female 5.A STUDY ON CUSTOMER SATISFACTIN ON HONDA IN COIMBATORE QUESTINNARE 1. Are you satisfied with HONDA bike(s)? 40 . Please rate the following benefits according follows: Preference Comfort Safety Mileage Maintenance Excellent Good Moderate Can’t say 11. Which of the dazzling color do you like? [ ] White [ ] Blue [ ] Red [ ] Black [ ] Other 7. Factors do you consider the most in choosing HONDA bike? [ ] Price [ ] Brand name [ ] Safety [ ] Style [ ] Performance 10. Age: 3. Name: 2.

41 . How would you rate HONDA on the following parameter? Strongly Disagree Neither agree Disagree Nor disagree Knowledgeable sales person Employees spent enough time with you: before sales During sales After sales Availability of the spare parts Vehicle in good condition Prices Attractive discounts offered Responds to complaints quickly agree Strongly agree Thank you…. reason: [ ] No ……………………………………………………………………………………… 12.[ ] Yes If No. What is your opinion about the service of HONDA bikes compared to other bikes? [ ] Excellent [ ] Good [ ] Moderate [ ] Unsatisfied 14. What are the other company bike(s) you owned? [ ] Hero [ ] Bajaj [ ] TVS [ ] Yamaha [ ] Other [ ] None 13.

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