Index: Patson Agencies, Belgaum

PATSON AGENCIES, BELGAUM
INDEX
CONTENTS PAGE NO.
CHAPTER I
Executive Summary
Introduction
iterature Revie!
Statement O" T#e Pro$%em
Pur&o'e O" T#e Study
Sco&e O" T#e Study
O$(ective O" T#e Study
CHAPTER ) II
Or*ani+ation Pro"i%e
Or*ani+ation C#art
Sam&%in*
,ar-etin* Re'earc# De'i*n
Data Co%%ection ,et#od'
,ea'urin* Too%'
CHAPTER ) III
Ana%y'i' . Inter&retation
,a'ter Data Code S#eet
Summary
/indin*'
Recommendation . Su**e'tion'
Conc%u'ion
CHAPTER ) I0
1ue'tionnaire
2i$%io*ra&#y
BABASAB PATIL
BABASAB PATIL
EXEC3TI0E S3,,ER4
A project report containing the marketing research on 5Cu'tomer a!arene'' and
e""ectivene'' o" Hero Honda &a''&ort &ro*ram6 HHPP is a is a program launched by
the company to build long term relations with customers & to promote the sales of
original spares & services. From authorized dealer only.
his project is partial fulfillment of re!uirement of "#A $
nd
semester in #elgaum
%nstitute of "anagement &tudies' #elgaum.
%t was an opportunity to learn the practical aspects of industries. % choose this topic
concerned to company re!uirement. Hero Honda company is market leader in two(
wheeler segment. And to maintain this relation they need strong relation with their
customers. And achieve that company has launched this HHPP program.
)ow company want to know the awareness & effectiveness of this program.
&o they need to know' what is the awareness level & the customer response about Hero
Honda passport program was needed % collated the information by a structured
!uestionnaire that included re!uirements what the company needed & the !uestionnaire
is attached in the appendi*.
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INTROD3CTION
he project consists of the topic called +customer awareness & effectiveness of Hero
Honda passport program, at PA&-) agencies.
Hero Honda company is worlds largest two wheeler motorcycle company. %t is a joint
venture company between Hero group & Honda company .apan it has highest record of
selling two wheeler bikes ever.
% carried out my project in PA&-) agencies who are the major dealers of Hero Honda
company in #elgaum city.
he reason behind Hero Honda company to become worlds )o./ company are satisfied
customers & dealers.
&o to keep this position' company has to build good relation with customers. &o company
has launched +Hero Honda passport program, which is a customer relation program as
well as dealers beneficial program.

%t is a great opportunity for me to do a project for such a esteemed company. And the
project was re!uired for the partial fulfillment of "#A $
nd
semester in +#elgaum %nstitute
of "anagement &tudies' #elgaum.,
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Hence it is necessary to know the customers are aware of this program. %t is also
necessary to know the effectiveness of this program. Hence a !uestionnaire was
formulated. 0eeping in mind the objectives that were framed with the help of company1s
guide & the survey was being conducted at major part of the #elgaum city' & Hero
Honda outlet 2PA&-) agencies3.
Also which helps the customers to update his knowledge & make better decisions.
BABASAB PATIL
ITERAT3RE RE0IE7
&ince efficient consumer response 24563 was first introduced into the academic literature
in /778' it has been defined more in the sense of a system or a philosophy rather than a
particular concept & integration of the marketing channels.
he efficient consumer response 24563 movement began in 9& in /778. he main reason
why this program was initiated was an on increasing population of consumers demanding
more !uality more variety less time out of their hectic schedule.
456 is about +:orking together to fulfill consumer whishes better' faster & at less cast,
4mbedded in this simple statement are two fundamental principles that guide all 456
efforts.
/ocu' on con'umer'8 A commitment to the belief that sustained business success stems
only from providing consumers with products services that consistently meet their
purpose their demands & e*pectations.
7or-in* to*et#er8 6ecognition that the greatest consumer value can be offered only
when organizations' work internally & with their trading partners' to overcome barriers
that erode efficiency & effectiveness.
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STATE,ENT O/ THE PRO2E,
%n this era of competitive world' the companies providing services & other tang able
products to the customers has to become more customer attentive. For that companies has
to maintain long & productive relation with the customers. aking this into consideration
Hero Honda has launched program to customers' i.e. Hero Honda passport program. )ow
company wants to know awareness level & effectiveness of that program.
P3RPOSE O/ THE ST3D4
o determine the awareness of Hero Honda passport program
o get ideas for improvement from customers
o know the attitude of the customers about HHPP
o spares & services from authorized dealers
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SCOPE O/ THE ST3D4
he main purpose of the study is to know the customer awareness' effectiveness' ;
response towards HHPP. he study is conducted in #elgaum city. his study help the
company to know the effectiveness of this program in #elgaum city at Patson agencies.
O29ECTI0ES O/ THE ST3D4
Re'earc# o$(ective'8
/3 o know the awareness level of customer about Hero Honda passport program.
$3 o know the effectiveness of Hero Honda passport program.
83 o know the attitude of customers
<3 o suggest the %deas for improvement of Hero Honda Passport Progra
IND3STR4 PRO/IE
Auto Indu'try
Automobile industry has a mi*ed rally in terms of production performance. he overall
growth for the year $==/(=$ over the previous year was /8>. Passenger cars and
"9?s together recorded a production growth of ;>. he growth of heavy vehicles was
low at 8.@>. he A5?Bs however registered a negative growth during the year.
he two and three wheeler industry braved the slow down and recorded a *ro!t# o"
:;< for the year $==/(=$. :ithin the two(wheeler industry' motorcycle segment grew
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at a phenomenally high rate of 8@> as against a deceleration of 8> for scooters and
$;> for mopeds. %n fact' motorcycle has been taking away the share of scooters and
mopeds in a <.8 million two(wheeler market and surging ahead with its mar-et '#are
o" ;=<. he increasing demand from semi(urban and rural segments may have caused
this positive shift towards motorcycles. Also' easy credit coupled with low interest rate
regime' constrained personal transport' increasing income levels in middle class and
higher aspirations of young people all seem to be the factors responsible for such high
growth in two(wheelers. he growth in two(wheelers has been robust enough to counter
the slow down and other factors constraining the overall business activity in the
country. Also' rationalization of e*cise duty in the 9nion #udget $==/(=$ had a
positive impact on the demand for motorcycles. :e also e*pect the motorcycles to
continue to lead the two(wheeler segment like in all other Asian countries. Available
forecasts suggest that this trend would continue for another couple of years and t#e
indu'try !ou%d record near%y dou$%e)di*it avera*e annua% *ro!t# up to $==C.
BABASAB PATIL
CO,PAN4 PRO/IE
Hero Honda ,otorcyc%e td.
Ty&e Public company #&4DH46-H-)EA "
/ounded .anuary /7' /7F<
ocation %ndia
>ey &eo&%e #rijmohan Aal "unjal 25hairman and "anaging Eirector
Indu'try Automotive
Product' "otorcycles' &cooters
Revenue ;'@8C crores 6s $==<($==@
7e$'ite www.herohonda.com
Hero Honda ,otorcyc%e' imited is an %ndian manufacturer of motorcycles and
scooters. Hero Honda is a joint venture that began in /7F< between the Hero group of
%ndia and Honda from .apan. %t has been the worldBs biggest manufacturer of $(wheeled
motorized vehicles since $==/' when it produced /.8 million motorbikes in a single year.
Hero HondaBs &plendor is the worldBs top selling motorcycle. %ts $ plants are in Eharuhera
and Gurgaon' both in Haryana' %ndia. %t specializes in dual use motorcycles that are
underpowered and very fuel efficient
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Mission Statement:
+:e' at Hero are continuously for synergy between technology' systems' and human
resources to provide products and services that the !uality' performance' and price
aspirations of our customers. :hile doing so' we maintain the highest standards of ethics
and societal responsibilities' constantly innovate products and processes' and develop
teams that keep the momentum going to take the company to e*cellence in the new
millennium,.
2oard o" Director'8
C#airman8 ,r. 2ri(mo#an a%% ,un(a%
,ana*in* Director8 ,r. Pa!an ,un(a%
.oint "anaging Eirector "r. "iki Hamamoto
Eirector "r. &atyanand "unjal
Eirector "r. -m Prakash "unjal
Eirector "r. &atoshi oshida
Eirector "r. 0oji )akazono
Eirector "r. & P ?irmani
Eirector "r. ) ) ?ohra
Eirector "r. Pradeep Einodia
Eirector Gen. 26etd.3 ? P "alik
Eirector "r. Analjit &ingh
Eirector Er. Pritam &ingh
Eirector Er. ?ijay Aa*man 0elkar
Eirector "s. &hobhana #harlia
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,i%e'tone' o" Hero Honda Com&any
/7F<D 5ompany %ncorporated echnical collaboration signed Foundation stone laid.
/7F@D First motorcycle 2"odel 5E /==3 produced $== motorcycles per day production.
/7FCD Iuality circles launched.
/7F;D 4ngine plant stated /'=='===
th
"otorcycle produced.
/7FFD Hero Honda Family club formed at Gurgaon $=='===
th
motorcycle produced.
/7F7D &leek model %ntroduced 8=='===
th
"otorcycle produced.
/77=D <=='===
th
"otorcycle produced Pegasus Award from Eigest for campaigning J-ne
Aiter 6oad1
/77<D &plendor model introduced /='=='===
th
motorcycle produced.
/77@D )ational Award for -utstanding contribution to the Eevelopment of %ndain &cale
%ndustry 2)&%5 Award presented by president of %ndia3
/77CD Hero Honda becomes first company to serve Army' )avy & Air Force with its
/==cc motorcycles /=== motorcycles per day production stated.
/777D #est productivity Award for the best performance in Automobile & ractor &ector
by )ational Productivity council presented by ?ice President of %ndia.
$===D &plendor declared world )o. one largest selling signal two wheeler model.
Pa''&ort Pro*ram Cu'tomer Re%ation Pro*ram %aunc#ed
$==/D :inner of the 6eview $==( Asia1s Aeading 5ompanies Award 27
th
6ank amongst
top /= %ndian 5ompanies3 passion model launched Achieved -" K -ne million
production in one single year.
$==$D :inner of the 6eview $==( Asia1s Aeading 5ompanies Award 2<
th
6ank amongst
top /= %ndian 5ompanies3
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$==8D :inner of the 6eview $==( Asia1s Aeading 5ompanies Award 28
rd
6ank amongst
top /= %ndian 5ompanies3
Com&any Pro"i%e
+Hero,' is the brand name used by the "unjal brothers in the year /7@C with the flagship
company Hero 5ycles. he two(wheeler manufacturing business of bicycle components
had originally started in the /7<=1s and turned into the world1s largest bicycle
manufacturer today. Hero' is a name synonymous with two(wheelers in %ndia today. he
"unjals roll their own steel' make free wheel bicycle critical components and have
diversified into different ventures like product design. he Hero Group philosophy isD
+o provide e*cellent transportation to the common man at easily affordable prices and
to provide total satisfaction in all its spheres of activity,. he Hero group vision is to
build long lasting relationships with everyone 2customers' workers' dealers and vendors3.
he Hero Group has a passion for setting higher standards and +4ngineering &atisfaction,
is the prime motivation' way of life and work culture of the Group. %n the year /7F<' "r.
#rijmohan Aal "unjal' the 5hairman and "anaging Eirector of Hero Honda "otors
2HH"3' headed an alliance between the "unjal family and Honda "otor 5ompany Atd.
2H"53. HH" "ission &tatement isD +:e' at Hero Honda' are continuously striving for
synergy between technology' systems' and human resources to provide products and
services that meet the !uality' performance' and price aspirations of our customers. :hile
doing so' we maintain the highest standards of ethics and societal responsibilities'
constantly innovate products and processes' and develop teams that keep the momentum
going to take the company to e*cellence in the new millennium,. his alliance became
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one of the most successful joint ventures in %ndia' until the year /777 when H"5 had
announced a /==> subsidiary' Honda "otorcycle & &cooter %ndia 2H"&%3. his
announcement caused the HH" stock price to decrease by 8= percent that same day.
"unjal had to come up with some new strategic decisions as' H"&% and other foreign
new entry companies were causing increased intensity of rivalry for HH".
II. HISTOR4
%ndia has the largest number of two wheelers in the world with </.C million vehicles.
%ndia has a mi* of 8= percent automobiles and ;= percent two wheelers in the country.
%ndia was the second largest two wheeler manufacturer in the world starting in the /7@=1s
with the birth of Automobile Products of %ndia 2AP%3 that manufactured scooters. AP%
manufactured the Aambrettas but' another company' #ajaj Auto Atd. surpassed AP% and
remained through the turn of the century from its association with Piaggio of %taly
2manufacturer of ?espa3. he license raj that e*isted between the/7<=s to/7F=s in %ndia'
did not allow foreign companies to enter the market and imports were tightly controlled.
his regulatory maze' before the economic liberalization' made business easier for local
players to have a seller1s market. 5ustomers in %ndia were forced to wait /$ years to buy
a scooter from #ajaj. he 54- of #ajaj commented that he did not need a marketing
department' only a dispatch department. #y the year /77=' #ajaj had a waiting list that
was twenty(si* times its annual output for scooters. he motorcycle segment had the
same long wait times with three manufacturersL 6oyal 4nield' %deal .awa' and 4scorts.
6oyal 4nfield made a 8@=cc #ullet with the only four(stroke engine at that time and took
the higher end of the market but' there was little competition for their customers. %deal
.awa and 4scorts took the middle and lower end of the market respectively. %n the mid(
BABASAB PATIL
/7F=s' the %ndian government regulations changed and permitted foreign companies to
enter the %ndian market through minority joint ventures. he two(wheeler market changed
with four %ndo(.apanese joint venturesD Hero Honda' ?& &uzuki' #ajaj 0awasaki and
0inetic Honda. he entry of these foreign companies changed the %ndian market
dynamics from the supply side to the demand side. :ith a larger selection of two(
wheelers on the %ndian market' consumers started to gain influence over the products they
bought and raised higher customer e*pectations. he industry produced more models'
styling options' prices' and different fuel efficiencies. he foreign companies new
technologies helped make the products more reliable and with better !uality. %ndian
companies had to change to keep up with their global counterparts.
III. 23SINESS GRO7TH
he business growth of Hero Honda has been phenomenal throughout its early days. he
"unjal family started a modest business of bicycle components. Hero Group e*panded so
big that by $==$ they had sold FC million bicycles producing /C=== bicycles a day.
oday Hero Honda has an assembly line of 7 different models of motorcycles available.
%t holds the record for most popular bike in the world by sales for %ts &plendor model.
Hero Honda "otors Aimited was established in joint venture with Honda "otors of
.apan in /7F<' to manufacture motorcycles. %t is currently the largest producer of wo
:heelers in the world. %t sold 8 million bikes in the year $==@($==C. 6ecently it has also
entered in scooter manufacturing' with its model PA4A&964 mainly aimed at girls. he
Hero Group has done business differently right from the start and that is what has helped
them to achieve break(through in the competitive two(wheeler market. he GroupBs low
key' but focused' style of management has earned the company plaudits amidst investors'
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employees' vendors and dealers' as also worldwide recognition. he growth of the Group
through the years has been influenced by a number of factorsD .ust(in(ime he Hero
Group through the Hero 5ycles Eivision was the first to introduce the concept of just(in(
time inventory. he Group boasts of superb operational efficiencies. 4very assembly line
worker operates two machines simultaneously to save time and improve productivity.
he fact that most of the machines are either developed or fabricated in(house' has
resulted in low inventory levels. %n Hero 5ycles Aimited' the just(in(time inventory
principle has been working since the beginning of production in the unit and is functional
even till date.. his is the .apanese style of production and in %ndiaL Hero is probably the
only company to have mastered the art of the just(in(time inventory principle.
AncillarisationD
An integral part of the Group strategy of doing business differently was providing
support to ancillary units. here are over 8== ancillary units today' whose production is
dedicated to HeroBs re!uirements and also a large number of other vendors' which include
some of the better known companies in the automotive segment. 4mployee PolicyD
Another &triking feature within the Hero Group is the commitment and dedication of its
workers. here is no organized labor union and family members of employees find ready
employment within Hero. he philosophy with regard to labor management is MHero is
growing' grow with Hero.M :hen it comes to workersB benefits' the Hero Group is known
for providing facilities' further ahead of the industry norms. Aong before other companies
did so' Hero was giving its employees a uniform allowance' as well as House 6ent
Allowance 2H6A3 and Aeave ravel Allowance 2AA3. 4*tra benefits took the form of
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medical check(ups' not just for workers' but also for the immediate family members.
Eealer )etworkD
he relationship of Hero Group with their dealers is uni!ue in its closeness. he dealers
are considered a part of the Hero family. A nation(wide dealer network comprising of
over @'=== outlets' and have a formidable distribution system in place. &ales agents from
Hero travels to all the corners of the country' visiting dealers and send back daily
postcards with information on the stock position that day' turnover' fresh purchases'
anticipated demand and also competitor action in the region. he manufacturing units
have a separate department to handle dealer complaints and problems and the first
response is always given in $< hours. Financial PlanningD
he Hero Group benefits from the Group 5hairmanBs financial acumen and his grasp on
technology' manufacturing and marketing. Group 5ompany' Hero 5ycles Aimited has
one of the highest labor productivity rates in the world. %n Hero Honda "otors Aimited'
the focus is on financial and raw material management and a low employee turnover.
IualityD Iuality at Hero is attained not just by modern plants and e!uipment and through
latest technology' but by enforcing a strict discipline. At the Group factories' attaining
!uality standards is an everyday practice ( a strictly pursued discipline. %t comes from an
amalgamation of the latest technology with deep(rooted e*perience derived from nearly
four decades of hard labor. %t is an attitude that masters the challenge of growth and
change ( change in consumersB perceptions about products and new aspirations arising
from a new generation of buyers. 5onstant technology up gradation ensures that the
Group stays in the global mainstream and maintains its competitive edge. :ith each of its
foreign collaborations' the Group goes onto strengthen its !uality measures as per the
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book. he Group also employs the services of independent e*perts from around the world
to assist in new design and production processes. EiversificationD
hroughout the years of enormous growth' the Group 5hairman' "r. Aall has actively
looked at diversification. A considerable level of backward integration in its
manufacturing activities has been ample in the GroupBs growth and led to the
establishment of the Hero 5ycles 5old 6olling Eivision' "unjal and &unbeam 5astings'
"unjal Auto 5omponents and "unjal &howa Aimited amongst other component(
manufacturing units. hen there were the e*pansion into the automotive segment with the
setting up of "ajestic Auto Aimited' where the first indigenously designed moped' Hero
"ajestic' went into commercial production in /7;F. hen came Hero "otors which
introduced Hero Puch' in collaboration with global technology leader &teyr Eaimler Puch
of Austria. Hero Honda "otors was established in /7F< to manufacture /=== cc
motorcycles. he Hero Group also took a venture into other segments like e*ports'
financial services' information technology' which includes customer response services
and software development. Further e*pansion is e*pected in the areas of %nsurance and
elecommunication.
he Hero GroupBs phenomenal growth is the result of constant innovations' a close watch
on costs and the dynamic leadership of the Group 5hairman' characterized by an culture
of entrepreneurship' of right attitudes and building stronger relationships with investors'
partners' vendors and dealers and customers.

BABASAB PATIL
SAES PER/OR,ANCE
Hero Honda' the J:orld )o./1 two(wheeler company' continues to strengthen its
leadership in the %ndian two(wheeler industry' registering impressive growth in sales in
the first !uarter of the FH $==C K =;.
For the !uarter ending .une $==C' the company achieved cumulative sales of F'8$'C7$
units' recording a growth of $/.$7> compared to the same period last year. Euring the
corresponding period last Financial Hear' the company had recorded sales of C'FC'<7<
units in the first !uarter ending .une $==@.
%n .une $==C' the company sold $';F'CC= units registering an impressive growth of
$8.$C> as against $'$C'=;8 units in .une last year.
Euring the month' Hero Honda launched Glamour F% ( %ndia1s first Fuel %njection
motorcycle. he new technology eliminates the need for a carburetor' offers the most
comfortable drive and the lowest emissions' in addition to a host of other features' which
is now available for the first time to %ndian two(wheeler riders.
An Environmenta%%y and Socia%%y? A!are Com&any
At Hero Honda' our goal is not only to sell you a bike' but also to help you every step of
the way in making your world a better place to live in. #esides its will to provide a high(
!uality service to all of its customers' Hero Honda takes a stand as a socially responsible
enterprise respectful of its environment and respectful of the important issues.
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Hero Honda has been strongly committed not only to environmental conservation
programmes but also e*presses the increasingly inseparable balance between the
economic concerns and the environmental and social issues faced by a businessD
businesses must not grow at the e*pense of mankind and manBs future but rather must
servemankind.
M:e must do something for the community from whose land we generate our wealth.M A
famous !uote of "r.#rijmohan Aall "unjal' 5"E.
BABASAB PATIL
ORGANISATION PRO/I
PATSON AGENCIES8 A3THO3RIESED DEAEARS O/ HERO HONDA
,OTERC4CES? 2EGA3,
STARTED 8APRI :@=A
/O3NDER8 2AP3SHA2 PATI .
PRA2HA>AR PATI
PRESENT CHAIR PERSONS8 ,r. PRA2HA>AR PATI
,r'. CHANDARANI PATI
,r. RAH3 .P. PATI
,r. HARSH .P. PATI
T3RNO0ER O/ BCCA)BCC;8 :D CRORES
SAES O/ BCCA)BCC;8 EDFC ,OTERC4CES
ADDRESS 8 PATSON AGENCIES
P.2.ROAD? 2EGA3, )A@CCCF
>ARNATA>A
PH8C=F:)BE=;;DE ?BE=;F=A
BABASAB PATIL
ORGANISATION CHART

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5hair person2partners3
General "anager
Accounts
Eepartment
&par Part
Eepartment
&ales Eepartment &ervicing
Eepartment
Head "echanics
:ork supervisor
:ork "anager
"echanics
&ales 4*ecutives

7OR> AOCATION CHART

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7or- ,ana*er
eam A
:ashing
&upervisor
5omputer
-perator
Pa''&ort &ro*ram
in c#ar*e
&ervice Follow(
up2post service
follow(up3
:arranty %n charge
:ork &hop
&upervisor
Eelivery
&upervisor
Front -fficer
&upervisor
eam #
)ame
)ame
)ame
eam 5
ORGNISATION DEPART,ENTS
&ales Eepartment
&ervice & repair Eepartment
Eelivery Eepartment
6- work Eepartment
&pare part Eepartment
Account & #illing Eepartment
SAES DEPART,ENT8

%n this department all the matters regarding sales& purchases are handled. Here sales
e*ecutive meet the customer & brief them with the all the details re!uired information .
Here sales e*ecutive gives !uotations' brief description about the re!uired bike model.
SER0ICE . REPAIR DEPART,ENT
7or- ,ana*er
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7or- Su&ervi'or
Head ,ec#anic'
,GC
C
,GC
C
,GC ,GC ,GC
%n this department all the matters regarding service & repair are taken care. his
department is well structured work supervisor address the problem & gives the customer
delivery time then he passes the work slip to head mechanic. hen head mechanics
distributes the work with the mechanics teams. And problem salving process is carried
out.
De%ivery Section8
%n this section delivery of new bikes are given to the customers. Here order is received by
delivery section incharge were he cross checks the document produced by the customer
then he gives the keys of the bike to the customer.
Here customer can have test ride of bikes & can select the bike.
RTO !or- de&artment8
%n this department all the matters regarding issuing of temporary registration' temporary
insurance' temporary passing of new bikes are handled. All the necessary paper work
re!uired for temporary passing is handled in this department.
S&are &art de&artment8
%n this department spare part re!uired by mechanics are stored. And issued on
re!uirement of the mechanics when necessary.
%n this department large stock of Hero Honda spare part are stored to avoid customer
inconvenience.
Account . 2i%%in* de&artment8
%n this department the matters regarding all accounts are registered i.e. all day(today
transactions & final report is produced at the end of the financial year to the management.
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INTROD3CTION TO HERO HONDA PASSPORT PROGRA, HHHPPI
HHPP was the program launched by the Hero Honda 5ompany in year $=== on the
declaration of &plendor as world )o./ Aargest selling single two wheeler model.
HHPP is program launched by the company to build long tram business relation with
customers. %t is basically a +5ustomer relationship Programme, instituted specially for
Hero Honda customers.
%t is also program to motivate the customers to use original Hero Honda spare parts from
authorized dealers & also avail the service from authorized dealers.
7#at i' t#e Hero Honda Pa''&ort Pro*rammeJ
he Hero Honda Passport Programme is a 5ustomer 6elationship ProgrammeB instituted
specially for customer and dealers. 9pon enrolling for the Programme' customer obtain a
Hero Honda Passport' which entitles customer to a host of benefits' privileges and
e*clusive rewards. :hatBs more' customer also become eligible for the Hero Honda
B:inners of the "onthB' which could win you a Hero Honda &plendorN' or a cash prize of
6s. <=.===O
7#o i' e%i*i$%e "or t#e Hero Honda Pa''&ortJ
Any Hero Honda motorcycle owner or user is eligible for the Hero Honda Passport.
However' it is the actual user of the motorcycle' who derives ma*imum benefits from it.
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Ho! to a&&%y "or t#e Hero Honda Pa''&ortJ
Fill(in the Hero Honda Passport Application Form available all Hero
Honda authorized dealershipsPworkshops.
Pay re!uisite enrolment fee' and attach two passport(sized photographs
with the application form.
Hour personalized Hero Honda Passport will be processed and delivered
to you by your dealer' within < weeks of applying.
7#at i' t#e Hero Honda Pa''&ortJ
he Hero Honda Passport is a personal identification document that would carry
details such as your photograph' name' address and signature.
his document certifies your membership to the Hero Honda Passport Programme.
he Hero Honda Passport opens the door to a host of special offers that
Hero Honda "otors Aimited has in store for you including attractive
gifts' special invitations and discounts. he Hero Honda Passport is valid for a
period of 8 years.
2ene"it' o" o!nin* a Hero Honda &a''&ort
&ome of / he benefits areD
Q %nstant #enefits
( A one(year or three year Free Accident. %nsurance cover worth 6s // lakh.
( -pportunity to participate in a national draw and win 6s <='=== in
cash or &plendorN
Q #ike 6elated #enefits
BABASAB PATIL
( Attractive gifts on reaching specific milestones.
( A &pecial gift on your first transaction with a Hero Honda dealership or an
authorized service centre
(-pportunity to get a #ike service certificate that may increase the resale value of
your bike.
( A special @> discount on the purchase of sparesR
Q Aifestyle 6elated #enefitsD
( 5hance to be invited to events such as movie shows' musical nights and carnivals.
( 4*clusive discount offers from other brands of your interest.
( 6egular information through the &uhana &afar newsletter.

Ho! to u'e t#e Hero Honda Pa''&ortJ
Hou need to carry your Hero Honda Passport with you when you visit a
Hero Honda authorized dealershipPworkshop.
4very time you do a transaction at a Hero Honda showroom Pworkshop' the dealer
would reward points into your passport. Hou are eligible to accumulate points'
against purchase of spares' accessories' service and by referring friends to
purchase a Hero Honda motorcycle.
Hou can win several gifts as you accumulate points swiftly.
Also' your points do not become zero after a gift collection and you can
keep collecting gifts as you reach a particular milestone.
BABASAB PATIL
CONCEPT3A 2AC>GRO3ND O/ THE ST3D4
GENERA CONCEPT8
%ndustrialist and mangers' who earlier perceived management to be more of an art' have
started realizing that management of business re!uires a more systematic and scientific
approach and are looking to theory for basis management solutions. his has resulted in
e*haustive 6&E in business theory' which has given has given also "anagement
%nformation &ystems.
,AR>ETING8
"arketing is a social Process by which individuals and group obtain what they need want
through creating offering and freely e*changing products and services of values with
others.
Accordingly to Peter Eruker there will always' one can assume be need for some sealing.
#ut the aim' of marking is to make selling superfluous. he aim of marketing is to know
and understand the customer so we that the products or services fits him and sells it.
%deally marketing should result on a customer who is ready to but all that should be
needed then is to make produce or service available.
BABASAB PATIL
Evo%vin* even o" mar-etin* ro%e in t#e com&any8
&ome company department 2often manufacturing finance and 6&E3 beeline a stronger
marketing function threatens their power in the organization. %nitially the marketing
function is seen as one of several e!ually important functions in a check and balance
relationship. Aack of demand leads marketers to argue that their function is more
important. 4nthusiasts go further and say marketing is the major function of the
enterprise' for without customers there would be an company. 4nlightened marketers
classify the issue by putting the customers rather then marketing at the center of the
company. hey argue for a customer orientation in which all functions work altogether to
respond to serve and to satisfy the customer. &ome marketers say the marketing still
needs to command a central position if the customer1s needs are to be correctly
interpreted and effectively satisfied.
,AR>ETING IN/OR,ATION S4STE,8
4very firm must organize a rich flow of information to its marketing managers
competitive company study their manager information needs and design marketing
information system to meets their needs.
A "%& consists of people' e!uipment and procedures together' sort' analyze' evaluate and
distribute needed timely and accurate information to the marketing decision makers.
he information is developed through internal company records' marketing %ntelligence
activities' marketing research and marketing decision support analysis.
BABASAB PATIL
2RAND8
#randing is major issue in product strategy on the one hand developing branded product
re!uires a greater deal of long term investments' especially for advertising' promotion
and packing. "any brand oriented companies markets say +brand is the name' term' sign'
symbol or a combination of them intended to identify the goals or service of one seller or
group of sellers to differentiate them from those competitors.,
%n essence' a brand identifies the seller or makerL it can be a name' trade ark' log or the
other symbol' under trademark law' the seller is granted e*clusive fights to the use of
brand name in perpetuity.
A brand is essentially a seller promise to deliver a specific set of features' benefits and
service consistently to the buyers. he best brands convey a warranty !uality' but a brand
is an even more comple* symbol. %t can convey up to si* levels of meaning.
AttributesD a brand brings to mind certain attributes
#enefitsD attributes must be translated into functional and emotional. he attribute
durable could translate into the functional benefit.
?aluesD he brand also says something about the producers value.
5ultureD he brand may represent or certain culture like "ercedes represent
Greman culture' organized efficient' high !uality.
Personality D the brand can project a certain personality.
9ser D the brand suggest the kind of customers who buys or uses the product.
BABASAB PATIL
%f a company treats a brand only as name' it misses the point. he branding challenge is
to develop a deep set positive associations for the brand. "arketers must decide at which
level to anchor the brands identity.
2RAND E13IT4 8
#rands vary in the amount of power and values they have in the market place at one
e*treme are brands that are not known by most of the buyers. hen their brands for which
buyers have high degree of brand awareness. #eyond this brands are with high degree
customers rather that marketing of acceptability.
hen there are brands that enjoy high degree of brand preference finally there are brands
that command a high degree of loyalty.
According to Aaker' to the degree of brand name recognition perceived brand !uality'
strong mental and emotional associations and other assets such as patents' trade marks
and channel relationship.
A brand name needs to be carefully managed so that its e!uity does not depreciate . his
re!uires maintaining or improving brand awareness.' perceived !uality and functionality
and positives associations . hese tasks re!uire continuing in 6 & E investments' skill
full advertisement and e*cellent trade and consumer service.
BABASAB PATIL
2RAND P38
#rand pull is nothing but pulling effect by consumer for particular product. %t means that
the customer demand for particular brand. he customers will not refer to buy any other
brand it is not available with dealers. #rand pull is very important for particular products
to become successful in the market. %t sores the acceptance the by the customer for a
particular branded products. For attracting customers the product should fulfill the needs
and wants of the customers. hat is the product should give satisfaction the customer.
2RAND P3SH 8
#rand push is another strategy. #rand push is done mostly by dealers if particular is not
selling or else if the customer has no choice to buy which brand' then the dealer will
suggest to buy the particular brand and try to convince the customer to purchase' that
brand is termed as brand push service.
C3STO,ER DRI0ES F >INDS SER0ICES8
#efore sales service i.e. providing needed information to the buyer about the product
service at the time of sales D when selling process takes place' the company should take
care about the !uick and delivery' installation etc.
After sales service when sales have been some to the customer' the company should think
the customer is part of the family. &o attending any emergency repair or any kind of
service re!uired should be met immediately so as to retain the customer
BABASAB PATIL
13AIT48
%t is a totally of features and characteristics of a product or service that bare on its ability
to satisfy stated or implied needs.
:e can say that the seller has delivered !uality whenever the sellers product or service
meets or e*ceeds the customer e*pectations.
DISTRIC3TION E/ECIENC48
"anagement needs to search for distribution economies in inventory control' warehouse
locations and transportations modes. -ne problems that distribution efficiency declines
when the company e*periences the strong sales increases.' it may causes in meeting
delivery dates. his leads customers to badmouth the company eventually ales fall.
,EANING O/ THE C3STO,ER SATIS/ACTION8
:hether the buyer is satisfied after purchase depends on the offers performance in
relation to the buyer1s e*pectation in generalL
+&atisfaction is a persons feeling of pleasure or disappointment resulting from comparing
a products perceived performance 2or outcome3 in relation to hisPher e*pectations.
As this definition makes clear' satisfaction is a faction of perceived performance and
e*pectations. %f the performance falls short of e*pectation' the customer dissatisfied'
highly satisfied' delighted.
BABASAB PATIL
"any companies are aiming for high satisfaction' because customers who are just
satisfied still find it easy to which when a better offer comes along. hose also are highly
satisfied are much less ready to switch high rates faction or delight creates un emotional
bond with the brand' net just a rational preference the result is high customer loyalty .
#uying e*periments friends and associates advice and market and competitors
information and promises. %f marketer raises e*pectations too high the buying is likely to
be disappointed.
A customer decision to be loyal or to default is the sum of many small encounters with
the company' consulting firms etc. corporation says that in order to convert all the small
encounters to customer loyalty' companies need to create a +#rand 5ustomer
4*perience,
5ustomer oriented thinking re!uires the company to define customer needs from the
customer point of view not from its own point of view. 4very product involves trade
offs'' and management can not known what these are without talking to and researching
customers. hus a car buyer would like a high performance car that never breaks down
that is safe' attractively styled and chief. &ince' all of them virtues cannot be confined in
one carry the car designer must make hard chooses not on what pleases them but rather
on what customer prefer are e*pect. he aim' after all' is to make a sale through meeting
the customers need.
BABASAB PATIL
7#y i' it 'u&reme%y im&ortant to 'ati'"y to cu'tomer J
#asically because of company1s sale each period comes from two groups. )ew customers
and repeat customer. %t always cost more to attract new customers than to retain current
customer. herefore' customer retention is more critical than customer attraction.
T#e -ey to cu'tomer retention i' cu'tomer 'ati'"action to 'ati'"ied cu'tomer.
#uys again
alks favorably to others about the company.
Pays less attention to competing brands and advertising.
#uys other products from the same company.
A customer oriented company would track its customer satisfaction level each period and
set improvement goals. %f they manage to increase customer satisfaction and loyalty' it
does not have top worry even if its profits are down in a particular year. %t is on the right
track satisfaction keeps falling it is on the working track. Profit would go up or down in a
particular year for many reason' inclosing rising controls falling prices' major new
investments and soon. #ut' the ultimate sign of a healthy company is that its customer
satisfaction inde* is high an d keeps rising companies future profits.
BABASAB PATIL
,AR>ET REASEARCH
DE/INATION8
"arketing research is the function which lines the consumer customer and public to the
marketer through information used to identify and define marketing opportunities and
problems ' generates refine and evaluates marketing action' monitor marketing
performance and impure understanding of marketing as process.
"arketing research specifies the information re!uired to address these issues designs the
method for collection information manages and implementing the data collection process
analyze the result and communicates the findings and their implication.
O29ECTI0ES O/ THE ,AR>ETING RESEARCH8
&ome of the research objectives are as follows'
o gain familiarity with a phenomenon' event' product or service.
o determine the fre!uency with something occurs or with it is associated with
something else.
o test the hypothesis of casual relationship between variables.
o understand the re!uirement of market and formulate strategies as per the
re!uirements.
BABASAB PATIL
SA,PING
Sam&%e 8 6epresentation of a particular population and is the subset of the populationD
And is the subset of the population. 5oncerned to my project' he sample represented is '
as sample size of /$@ people in number of the sample is consisting of the customers of
hero Honda within #elgaum city.'
Sta*e' in 'e%ection o" a 'am&%e 8
Eefine the target population.
&pecify the sampling frame
&pecify sampling method
Eetermine sample size.
&pecify sampling plan.
&elect the sample.
De"ine t#e tar*et &o&u%ation concerned to my &ro(ect 8
% have selected the target population as' the customers of Hero Honda bikes within the
#elgaum city.
Se%ect t#e 'am&%in* "rame8
5oncerned to my project ' the sampling frame held in #elgaum city' i.e.
Hero Honda outlet' 2Patson Agencies3 and major places of #elgaum city' i.e.
6PE cross' 0hade #azar' Fort 6oad.
BABASAB PATIL
SPECI/4 SA,PING 3NITS8
&ampling unit consisting of the sleeted sample.
S&eci"y 'am&%in* met#od.
5oncerned to my project' % am using the probability sampling method' where there is a
probability of selecting any customer of Hero Honda Patson agencies is known i.e.
simple random sample.
Determination o" t#e 'am&%e 'i+e
5oncerned to my research sample size is selected is /$@ i.e. value of the information
records the cast.
S&eci"y t#e 'am&%in* &%an
&ampling plan is done according to the stages in the sampling process.
Se%ect t#e 'am&%e
%t includes the actual selection of the sample elements 2already listed3' & field work 2as %
am using the !uestionnaire for the survey3
BABASAB PATIL
RESEARCH DESIGN
Ste&' in Re'earc# de'i*n
Eefine the research problem
4stimate the value of %nformation
&elect the data collection method
&elect the measurement techni!ue
&elect the sample
&elect the analytical approach
4valuate the ethics of the research
&pecify time & financial cost
Prepare the research proposal
Ste& :8 De"ine t#e re'earc# &ro$%em
o know the awareness level & effectiveness & response towards HHPP.
"anagement problem P opportunity clarification Hero Honda company wants to make
HHPP more effective' so company want to know the present performance of this
program.
BABASAB PATIL
Ste& B8 E'timate t#e va%ue o" t#e in"ormation8
he value of information should e*ceed the e*pected cost. % am conducting the sample
survey method' & my sample size for my research is /$@ its member.
Ste& F8 Se%ect t#e data co%%ection met#odK
% decided to go for survey method i.e. simple random sample using the !uestionnaire
conducting the survey & using Eichotomous 2close(ended3' rating scale & open(ended
!uestions.
Ste& E8 Se%ect t#e mea'urement tec#niLue
Eescriptive type of research' using the !uestionnaire with rating scale' open & close(
ended !uestions.
Ste& A8 Se%ect t#e 'am&%e
he sample would be the customers of Hero Honda motorcycle within #elgaum city.
Ste& ;8 Se%ect t#e ana%ytica% a&&roac#8
Analyzing the collected information with the help of percentages 2>3 using "&(4*cel
software.
Ste& D8 Eva%uate t#e et#ic' o" t#e re'earc#
he collected information 2data3 will be used for salving the management problem & not
for any non(ethical objectives will be addressed.
Ste& =8 S&eci"y time . "inancia% co't8
ime needed is two months 2F weeks3 & the financial cost areL
Eaily e*penses about @=P( per two months it is about /@==N/@== S 8===P(
&tationary & printing about /@==P( total financial cost S /@==N/@== S <@==P(
BABASAB PATIL
Ste& @8 Pre&are t#e Re'earc# &ro&o'a%8
,y under'tandin* o" t#i' &ro(ect i' a' "o%%o!'8
2ac-*round8)
HHPP is a program launched by the Hero Honda to build long term relation with
customers & to promote sales of spares & services from authorized dealer. )ow company
wants to make this program more effective. &o company wants to know present
performance of this program.
Pur&o'e8
he main objective is to know the awareness & effectiveness of Hero Honda passport
program.
Re'earc# a&&roac#8
A non(technical description of data collection method i.e. sample survey that includes
customers of Hero Honda Patson in #elgaum.
Time . co't reLuirement8
ime needed is $ months 2F weeks3 & the financial cost areD
Eaily e*penses about @=P( per two months it would be 8===P(
&tationary & printing about /@==P(
otal financial cost S 8===N/@== S <@==P(
Eata collection "ethod
Primary Eata collection
BABASAB PATIL
%nterviewD he administrative of a !uestionnaire to an individual or group of
individuals is called an interview.
ype of %nterviewD &tructured interview it refers to the e*tent to which an
interview is restricted to follows the warding & instructions in the
!uestionnaire.
5oncerned to my project' % am using the structured !uestionnaire with open(ended &
close(ended where & when necessary to the customers of Hero Honda Patson customers
within #elgaum city.
,ea'urin* Too%'8
Eescriptive type of research' using the !uestionnaire with open & close ended !uestions.
BABASAB PATIL
BABASAB PATIL
ANA4SIS AND RECO,,ENDATION
1:8) 7#ic# Hero Honda ,otorcyc%e Do you #aveJ
Models Respondent Percentage (%)
Splendor 55 44%
Passion 38 30%
CBZ 10 8%
Other 22 18%
TOTA 125
44
30
8
18
0
10
20
30
40
50
splender passion CBZ OTHER
PERSENT!E
Inter&retationD From the above graph it reveals that <@> of the respondents are splendor
9sers '8=> are passion users 'F> are 5#T users & /F> of respondents are users of other
Hero Honda models.
BABASAB PATIL
1B8)Are you a!are o" Hero Honda Pa''&ort &ro*ramU
Option Respondent Percentage(% )
Yes 108 87
No 17 13
Total 125
0
20
40
"0
80
100
#ES NO
!R"N"## $"%"$ O& ''PP
PERSENT!E$%%
Inter&retationD from the above graph it reveals that from /$@ respondent F;> of the
respondent were aware of the HHPP & /8> are not aware of HHPP.
BABASAB PATIL
1FI Are you a mem$er o" Hero Honda &a''&ort &ro*ramJ
Option Respondent Percenta*e <
Yes (8 (1
No 10 8
Total 108
&1
8
0
20
40
"0
80
100
#ES NO
M"M)"R#'*P
PERSENT!E$%%
Inter&retation D From the above graph it reveals that from /=F respondents 7/> of the
respondents were the members of HHPP & F> of the respondents were not the member
of HHPP.
BABASAB PATIL
1E8)Are you a!are o" advanta*e' o" Hero Honda &a''&ort &ro*ramJ
Option Respondent Percentage (%)
Yes +3 +,
No ( 10
Not "-actl. 2+ 2+
Total (8 100
!R"N"## $"%"$ )O/T
0%T1"#
"4
10
2"
#ES
NO
NOT E(CT)#
Inter&retation8 Form the above graph it reveals that from 7F respondent C<> of the
respondents were aware of the advantages of Hero Honda Passport Program' /=> were
not aware of the Hero Honda Passport Program & $C> were aware but not completely.
BABASAB PATIL
1A8)3nder !#ic# Hero Honda Pa''&ort &ro*ram you #ave re*i'teredJ
Plans Respondent Percentage (%)
125 21 22
175 77 78
TOT$ (8 100
P$N# /N0"RT2"N
22%
*8%
125
1*5
Inter&retation8 From the above graph it reveals that out of 7F respondent $$> of the
respondents had registered under 6s. /$@ plan program & ;F> of respondents had
registered under 6s. /;@ plan program.
BABASAB PATIL
1;8)Ho! many time' you received *i"t' "rom t#i' &ro*ram on your accumu%ated
&oint'J
gi3ts recei4ed Respondent Percentage(%)
5ero 7 7
6 t7ree ti8es 22 23
3o9r ti8es 27 27
: 3o9r ti8es ,2 ,3
*
23
2*
43
0
10
20
30
40
50
ZERO +3T,-ES 4T,-ES .4T,-ES
1*&T# R";"*%"0
PERSENT!E$%%
Inter&retation8 From the above graph it reveals that out of 7F respondent =;> of the
respondents have not received the gifts' $8> have received the gifts for V8 times' $;> of
the respondents have received the gift for < times & <8> of the respondents have
received gifts for more then < times.

BABASAB PATIL
1D8)Are you 'ati'"ied !it# advanta*e' H*i"t' . $ene"it'I "or your &urc#a'e o" '&are
&art' or 'ervice' under t#i' &ro*ramJ
SATIS/ACTION E0E SA,PES <
&6-)GAH &A%&F%4E // /$
&A%&F%4E 8C 8C
)4H46 &A%&F%4E )-6
E%&&A%&F%4E
/C /;
)- &A%&F%4E $8 $8
&6-)GAH E%&&A%&F%4E /$ /$
#T*#&;T*ON $"%"$ O& 0%T1"#
12%
3"%
1*%
23%
12%
STRON!)# ST,S/,E0
ST,S/,E0
NE,THER ST,S/,E0
NOR 0,S ST,S/,E0
NOT ST,S/,E0
STRON!)#
0,SST,S/,E0
Inter&retation8 From the above graph it reveals that out of 7F respondent /$> of the
respondents were strongly satisfied with the advantages for the purchase of spare parts
and services' 8C> of the respondents were just satisfied with the advantages' /;> were
neither satisfied nor dissatisfied' $8> were not satisfied with the advantages and /$>
were strongly dissatisfied with the advantages of the program for their purchases of spare
and services from authorized dealer.
1=8)Are you a!are o" in'urance 'c#eme in Hero Honda Pa''&ort &ro*ramJ
BABASAB PATIL
Option Respondent Percentage(%)
1es 80 81
no 18 1&
81
1&
0
50
100
#ES NO
!RN"## $"%"$ O& *N#/R";"
#;'"M"
PERSENT!E$%%
Inter&retation8 From the above graph it reveals that out of 7F respondent F/> of the
respondents were aware of the insurance scheme & /7> of the respondents were not
aware of the insurance scheme in Hero Honda Passport Program.
1@8)Do you "ee% &ro*ram !or-' accordin* to it' &romi'e'J
BABASAB PATIL
Option Respondent Percentage (%)
.es 7( 80
no 8 8
Not e-actl. 11 12
80
8
12
0
20
40
"0
80
#ES NO NOT
E(CT)#
PERSENT!E$%%
Inter&retation8 From the above graph it reveals that out of 7F respondent F=> of the
respondents feel program works according to its promises F> of respondents program
does not work according to its promises and /$> of respondent feel program works but
not e*actly according to its promises.
BABASAB PATIL
1:C8 Doe' t#e &ro*ram in"%uence you to *o "or re&eated &urc#a'e o" '&are &art' .
'ervice "rom Hero Honda aut#ori+ed dea%er' on%yJ
*n3l9ence le4el Respondent Percentage(%)
#trongl. in3l9ence 13 1,
*n3l9ence ,+ ,+
Neit7er in3l9ence nor not in3l9ence 23 23
Not in3l9ence 1+ 17
#trongl. not in3l9ence 0 0
14
4"
23
1*
0
STRON!)#
,N/2)ENCE
,N/2)ENCE
N,THER
,N/)2ENCE NOR
0,S,N/2)ENCE
NOT ,N/2)ENCE
STRON!), 0,S
,N/2)ENCE
Inter&retation8 From the above graph it reveals that out of 7F respondent /<> of the
respondents are strongly influenced by this program in their purchase of spares and
services' <C> of respondent are just influenced by this program' $8> of respondent are
neither influenced nor not influenced and /;> of respondents are strongly not influenced
by the program in their purchase of spare parts and services.
BABASAB PATIL
1::8)7#at do you 'ay a$out t#i' &ro*ramJ
ttit9de Respondent Percentage (%)
"-cellent 2+ 2+
1ood ,8 ,(
Neit7er good Nor )ad 10 11
)ad , ,
!orst 0 0
TT*T/0" TO!R0# PRO1RM
2"
4&
11
4 0 E(CE))ENT
!OO0
N,THER !OO0
NOR B0
B0
3ORST
Inter&retation8 From the above graph it reveals that out of 7F respondent $C> of the
respondents said program is e*cellent' <7> of respondents said program is good' //> of
respondents said program is neither good nor bad and <> of respondents said program is
bad.
BABASAB PATIL
1:B8)Are you 'ati'"ied !it# t#e 'ervice &rovided $y PATSON AGENCIES in Hero
Honda Pa''&ort &ro*ramJ
Option Respondent percentage %
Yes 7, 75
No 11 12
#o8e <7at 13 13
*5
12
13
0
20
40
"0
80
#ES NO SO-E
3HT
PERSENT!E$%
%
Inter&retation8 From the above graph it reveals that out of 7F respondent ;<> of the
respondents are satisfied with the PA&-) AG4)5%4& service provided in Hero Honda
Passport Program and /$> of respondents are not satisfied with the service proved by the
PA&-) AG4)5%4& and /8> of respondents are somewhat satisfied with the service
provided by PA&-) AG4)5%4& in Hero Honda Passport Program.
BABASAB PATIL
1:F8)Are you 'ati'"ied !it# Hero Honda Pa''&ort Pro*ramJ
#atis3action le4el Respondent Percentage (%)
#trongl. satis3ied 11 12
#atis3ied ,8 ,8
Neit7er #atis3ied Nor 0issatis3ied 31 32
Not satis3ied 8 8
#trongl. dissatis3ied 0 0
#T*#&;T*ON $"%"$
12%
48%
32%
8% 0%
STRON!)#
ST,S/,E0
ST,S/,E0
NE,THER
ST,S/,E0 NOR
0,SST,S/,E0
NOT ST,S/,E0
STRON!)#
0,SST,S/,E0
Inter&retation8 From the above graph it reveals that out of 7F respondent /$> of the
respondents are strongly satisfied with the Hero Honda Passport Program' <F> just
satisfied with the program' 8$> of respondents are neither satisfied nor dissatisfied with
the program and F> of the respondents are not satisfied with the Hero Honda Passport
Program.
BABASAB PATIL
/<D 6easons behind not being aware of the Hero Honda Passport Program.
6espondents were not interested in scheme and offers.
6espondents did not came across any advertisement of Hero Honda Passport
Program.
Hero Honda Passport Program was not communicated to them by PA&-)
AG4)5%4&.
/@D 6easons behind aware but not being the member of the Hero Honda Passport
Program.
6espondents were not interested in Hero Honda Passport Program.
6espondents bikes were old so they were not interested in Hero Honda Passport
Program.
BABASAB PATIL
,ATER SHEET
0T ;O0" #'""T

Respondent =1 =2 =3 =, =5 =+ =7 =8 =( =10 =11 =12 =13
1 1 1 1 1 2 4 2 1 3 1 1 1 2
2 1 2 0 0 0 0 0 0 0 0 0 0 0
3 4 1 1 1 2 2 4 1 1 2 2 1 1
4 4 1 1 2 2 1 2 1 1 5 1 2 3
5 1 1 1 1 1 4 2 1 1 3 2 3 2
" 4 1 1 2 2 1 1 2 1 2 2 1 1
* 1 1 1 1 2 2 4 1 1 2 2 1 1
8 3 1 2 0 0 0 0 0 0 0 0 0 0
& 1 1 1 3 2 4 2 1 1 2 3 1 4
10 1 2 0 0 0 0 0 0 0 0 0 0 0
11 2 1 1 2 1 1 3 1 2 4 2 3 2
12 4 1 1 1 2 2 4 2 1 3 2 1 1
13 1 1 1 1 2 2 1 1 1 2 1 1 3
14 1 1 1 3 2 2 2 1 3 2 2 2 4
15 1 2 0 0 0 0 0 0 0 0 0 0 0
1" 4 1 1 3 1 2 4 1 1 3 2 1 2
1* 1 1 1 1 2 4 2 1 1 2 2 1 2
18 2 2 0 0 0 0 0 0 0 0 0 0 0
1& 1 1 1 1 2 3 4 1 1 1 2 1 2
20 4 1 1 2 1 4 3 1 1 2 1 1 3
21 1 1 1 1 2 3 4 1 1 4 1 2 1
22 4 2 0 0 0 0 0 0 0 0 0 0
23 3 1 1 1 1 3 3 2 2 5 3 3 1
24 1 2 0 0 0 0 0 0 0 0 0 0 0
25 4 1 1 1 2 4 2 1 3 2 2 1 2
2" 3 1 2 0 0 0 0 0 0 0 0 0 0
2* 4 1 1 3 2 4 2 1 1 4 1 1 2
28 1 1 1 1 1 2 4 1 1 3 2 1 3
2& 4 1 1 1 2 4 2 1 1 2 3 1 2
30 1 1 1 1 2 1 2 1 2 2 2 2
31 4 1 1 2 2 3 2 1 1 4 2 1 2
32 1 1 1 1 2 4 2 2 1 1 2 3 2
33 2 1 1 2 2 1 2 1 1 3 2 1 2
34 1 1 1 1 2 3 4 2 1 2 1 3 1
35 1 1 1 1 1 4 2 1 1 2 4 1 2
3" 1 2 0 0 0 0 0 0 0 0 0 0 0
3* 1 1 1 3 2 2 1 1 3 3 1 1 3
38 2 1 1 1 2 3 2 1 1 2 1 2 2
3& 1 1 2 0 0 0 0 0 0 0 0 0 0
40 4 1 1 1 2 3 4 1 1 4 2 1 4
41 1 2 0 0 0 0 0 0 0 0 0 0 0
42 4 1 1 3 1 2 2 2 1 2 1 2
BABASAB PATIL
43 1 1 1 3 2 4 3 1 2 3 3 1 3
44 2 1 1 1 2 2 2 1 1 5 3 1 2
45 1 1 1 3 2 4 2 1 1 2 2 1 2
4" 4 1 1 2 1 1 2 1 1 4 2 1 4
4* 2 1 1 1 2 4 2 1 1 2 3 1 2
48 1 2 0 0 0 0 0 0 0 0 0 0 0
4& 2 1 1 1 2 3 2 1 1 2 1 1 2
50 4 1 1 1 1 2 4 2 3 3 1 1 1
51 4 1 1 3 2 2 2 1 1 2 2 1 2
52 1 1 2 0 0 0 0 0 0 0 0 0
53 4 1 1 1 2 3 3 1 1 4 2 1 2
54 2 1 1 1 2 3 1 1 1 3 2 2 3
55 1 2 0 0 0 0 0 0 0 0 0 0 0
5" 2 2 0 0 0 0 0 0 0 0 0 0 0
5* 1 1 1 1 1 2 3 1 3 5 3 3 4
58 2 1 1 1 2 4 3 2 1 2 1 2
5& 1 1 1 3 2 2 2 1 1 2 1 1 1
"0 1 1 1 3 2 4 2 1 1 3 1 1 2
"1 2 1 1 1 1 3 1 1 2 4 2 1 4
"2 2 1 1 3 2 4 2 1 1 1 2 3 2
"3 2 1 1 1 2 4 4 2 1 1 4 1 2
"4 2 1 1 1 1 4 2 1 1 3 2 1 1
"5 1 1 1 3 2 4 2 1 3 2 3 1 4
"" 2 1 1 1 2 3 2 1 1 3 2 3 2
"* 1 2 0 0 0 0 0 0 0 0 0 0 0
"8 2 1 1 1 1 4 4 1 1 4 2 1 1
"& 1 1 2 3 2 3 2 1 1 2 1 1 3
*0 2 1 1 1 2 2 4 2 1 2 2 1 2
*1 1 1 1 2 1 1 2 1 1 2 3 2 2
*2 2 2 0 0 0 0 0 0 0 0 0 0 0
*3 1 1 1 3 2 4 2 1 1 2 4 1 2
*4 3 1 1 1 2 4 1 1 2 2 2 1 2
*5 1 1 1 1 2 3 4 1 1 2 1 1 3
*" 2 1 1 2 2 1 2 1 1 2 2 1 2
** 1 1 1 1 2 3 4 1 1 2 2 1 2
*8 2 1 1 1 2 4 2 2 1 3 2 1 2
*& 1 1 1 3 2 4 3 1 3 4 1 1 2
80 2 1 1 1 2 3 1 1 2 2 1 2
81 2 1 1 1 2 3 4 2 1 2 2 2
82 1 2 0 0 0 0 0 0 0 0 0 0 0
83 1 1 1 3 1 2 4 1 1 2 2 1 2
84 1 1 1 1 2 2 2 1 3 3 2 2 1
85 1 1 0 0 0 0 0 0 0 0 0 0 0
8" 4 1 1 1 2 4 3 1 1 4 2 1 2
8* 2 1 1 3 2 4 1 1 1 2 1 1 2
88 1 1 1 1 1 4 2 1 1 2 2 1 2
8& 4 1 1 3 2 4 3 1 1 3 2 1 2
&0 2 1 1 1 2 4 2 1 3 2 2 1 1
&1 4 1 1 3 2 4 2 1 1 2 2 1 2
&2 2 1 1 3 2 4 4 1 1 1 2 1 2
BABASAB PATIL
&3 2 1 1 3 2 4 2 1 1 1 2 1 2
&4 3 1 1 1 2 3 3 2 1 2 4 3 2
&5 2 1 1 3 1 3 2 1 1 2 2 1 2
&" 1 1 1 1 2 4 3 1 2 1 2 1 3
&* 2 1 1 1 2 3 4 2 1 2 2 3 2
&8 3 1 1 1 2 4 2 1 1 1 2 1 2
&& 2 2 0 0 0 0 0 0 0 0 0 0 0
100 1 1 1 1 2 3 2 1 1 2 2 1 2
101 2 1 2 0 0 0 0 0 0 0 0 0 0
102 1 1 1 1 2 2 1 1 1 4 1 2 2
103 2 1 1 1 1 2 4 1 3 1 3 1 2
104 1 1 2 0 0 0 0 0 0 0 0 0 0
105 2 1 1 1 2 3 4 1 1 1 2 1 2
10" 1 1 1 1 2 4 3 1 1 3 1 1 2
10* 2 1 1 3 2 4 2 1 1 3 2 1 2
108 1 1 1 1 2 3 4 1 1 1 1 1 2
10& 1 1 1 2 4 1 1 1 2 2 3 2
110 3 1 1 1 2 4 3 2 2 3 2 1 2
111 2 2 0 0 0 0 0 0 0 0 0 0 0
112 1 1 1 1 2 3 2 1 1 4 2 1 3
113 1 1 1 1 2 3 4 1 1 1 2 1 2
114 1 1 2 0 0 0 0 0 0 0 0 0 0
115 4 1 2 0 0 0 0 0 0 0 0 0 0
11" 2 1 1 3 2 2 2 2 1 4 1 3 2
11* 1 1 1 1 1 4 3 1 1 3 3 1 2
118 3 1 1 1 2 2 1 1 2 2 2 2 2
11& 4 1 1 3 2 4 2 2 1 2 2 1 3
120 2 1 1 1 1 3 2 1 1 1 2 1 4
121 3 1 1 1 2 3 4 1 1 2 2 1 1
122 2 1 2 0 0 0 0 0 0 0 0 0 0
123 2 2 0 0 0 0 0 0 0 0 0 0 0
124 3 1 1 1 2 2 3 1 1 4 2 1 1
125 1 1 2 0 0 0 0 0 0 0 0 0 0
BABASAB PATIL
S3,,AR4
BABASAB PATIL
/INDINGS
Pro(ect /indin*
he customer awareness level towards HHPP is e*cellent because nearly F;> of
the respondents were aware of this program.
From the aware respondents 7/> of respondents had taken the membership under
this program. his shows program is effectively reaching the customers.
he customer awareness level about the advantages of the program is good' but
there is still scope for improvement.
"ajor of the respondent have registered under 6s./;@ plan that is ;F> of
respondent have registered under /;@ plane. his shows that company will be
contact with ;F> customers for 8 years. his will help in building good relation
with the customers.
"ajor of the customers are using this program because <8> of respondents have
received the gifts for more then < time' $;> of respondent have received the gift
for < times on this collected pts this means every member has done the purchase
of at list 6s.$=== from the authorized dealers. #ut this is still scope for
improvement. his shows effectiveness of the program.
8C> of the respondents are satisfied with the advantage 2gift3 on this purchase &
//> of respondent. his shows that improvement in gifts returns is re!uired.
Awareness level regarding %nsurance schemes in HHPP is e*cellent because
nearly F/> the respondents are aware of this scheme benefit.
BABASAB PATIL
HHPP works according to its promises because F=> respondents said yes it works
according to its promises this also shows the effectiveness of the program.
5ustomers are influenced by this program to go for repeated purchase of spare
parts & services from authorized dealers of Hero Honda because <C> respondent
said is influence & /<> of respondent said it strongly influence them to go
repeated purchase of spare parts & services from authorized dealers. his show
program is effective in attracting the customers towards Hero Honda authorized
dealers.
he attitude towards HHPP is good. #ecause <7> of respondents program is
good & $C> of said program is e*cellent.
5ustomers are satisfied with the service provided by PA&-) agencies in HHPP.
#ecause ;@> of respondent said they are satisfied with the services provided by
PA&-) agencies in HHPP.
.ust <F> of respondent are satisfied & /$> are strongly satisfied. his means
there is still scope for improvement.
BABASAB PATIL
S3GGESTIONS . RECO,,ENDATION
BABASAB PATIL
CONC3SION
BABASAB PATIL

BABASAB PATIL
APPENDIX
BABASAB PATIL
13ESTIONNAIRE
BABASAB PATIL
2I2IOGRAPH4
:. ,ar-etin* ,ana*ement
Philip 0otler
B. ,ar-etin* Re'earc#
ull and Hawkins
F. 7e$'ite
www.google.com
www.herohonda.com
E. ,ateria%'
#ooks.
BABASAB PATIL

Index: Patson Agencies, Belgaum

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Index: Patson Agencies, Belgaum

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PATSON AGENCIES, BELGAUM

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