CUSTOMERS SATISFACTION TOWARDS HONDA ACTIVA

-A STUDY WITH SPECIAL REFERENCE TO NILAMBUR

The Project Report

Submitted to the partial fulfillment of
B.com Degree Programme
(CCSS 2009 Admission)

By
ABDUL SHAMEER. P
AZAJBCM018
DEPARTMENT OF COMMERCE
AMAL COLLEGE OF ADVANCED STUDIES, NILAMBUR
2012

D E PA RT M E T N O F C O M M E R C E
A M A L C O L L E G E O F A D VA N C E D
STUDIES

MYLADI, ERANHIMANGAD PO, NILAMBUR

679393

Certificate
This is to certify that Mr. Abdul Shameer. P (Reg No
AZAJBCM018), a student of sixth semester B.com Degree
Programme has undertaken a project survey on Customer
satisfaction towards Honda Activa under the supervision of Mr
Abbas Vattoli, Assistant Professor, Department of Commerce,
Amal College Nilambur from 12/12/2011 to 05/03/2012.
The project work entitled CUSTOMERS SATISFACTION
TOWARDS HONDA ACTIVA -A STUDY WITH SPECIAL REFERENCE TO
NILAMBUR embodies the original work done by Mr Abdul
shameer P during his above project period
During the period his conduct was good and we wish him all
success for his promising future.

For Department of Commerce

Dhanya. KA
HOD of Commerce
Amal College of Advanced Studies, Nilambur

ACKNOWLEDGEMENT
This Project Report entitled CUSTOMERS SATISFACTION
TOWARDS HONDA ACTIVA -A STUDY WITH SPECIAL REFERENCE TO
NILAMBUR has been prepared by me and I had under taken
project survey under the supervision of Mr Abbas vattoli, Assistant
Professor, Department of Commerce, Amal College of Advanced
Studies, Nilambur for a period starting from 12/12/2011 to
05/03/2012.
I am immensely greatful to my guide Mr Abbas Vattoli and all
my teachers for their constant encouragement and guidance
throughout the project.
I also express my sincere thanks to Dr M Usman, Pricipal
Amal college of advanced studies, Nilambur and all other teachers
of the college for their valuable suggestions towards the
completion of this work.
I would like to take this opportunity to thank all my friends
who have encouraged and assisted me in completing this work. I
also express my thanks to M/s Janatha Printing Press, Malappuram
for their excellent print of the report.
For all this I am indebted to ALMIGHTY without his grace
benevolence I could do nothing.

Abdul Shameer. P

Abdul Shameer. P
VIth sem B.com
Amal College of Advanced Studies
Nilambur
Register No: AZAJBCM018

DECLARATION
I Abdul Shameer. P hereby declare that this project report
entitled CUSTOMERS SATISFACTION TOWARDS HONDA ACTIVA -A
STUDY WITH SPECIAL REFERENCE TO NILAMBUR has been
prepared by me and I had undertaken project survey under the
supervision of Mr Abbas vattoli , Assistant Professor, Department
of Commerce, Amal College of Advanced Studies Nilambur during
the period 12/12/2011 to 05/03/2012.
I also declare that this project report is an original work and
has not been published or submitted by me fully or partially, for
the award of any Degree, Diploma, and Associateship, Fellowship
or any other similar title.

Place: Nilambur
Date: 10/03/2012
Abdul Shameer. P

CONTENTS
CHAPTER 1

Page No.

INTORODUCTION
1. Introduction

2.
3.
4.
5.
6.

Statement of the problem

Significance of the study
Objectives of the study
Limitations of the study
Research methodology

1
2
2
3
3

CHAPTER 2
THEORITICAL FRAMEWORK
1. Customer satisfaction
2. Factors affecting customer satisfaction
3. Methods of measuring customer satisfaction
4. Honda Activa
13
CHAPTER 3

6
8
10

ANALYSIS AND INTERPRETATIONS

1. Age wise distribution of respondents
17
2. Genderwise distribution of respondents
18
3. Customers openion towards products performance 19
4. Customers openion towards after sales services
CHAPTER 4
FINDINGS, SUGGESTIONS
1. Findings
2. Suggesions

27
28

CONCULSIONS
BIBLIOGRAPHY

29
30

25

LIST OF TABLES
Table No
1
2
3
4
5
6
7

Title
Agewise distribution
of respondents
Genderwise
distribution of
respondents
Customers openion
towards product
performance
Customers openion
towards after sales
service

Page No
17
18
19
20

LIST OF FIGURES
Chart No
1
2
3
4
5
6
7

Title
Agewise distribution
of respondents
Genderwise
distribution of
respondents
Customers openion
towards product
performance
Customers openion
towards after sales
service

Page No
17
18
19
20

CHAPTER 1

INTORDUCTION

CHAPTER 2
THEORITICAL FRAMEWORK

CHAPTER 3
ANALYSIS AND INTERPRETATIONS

Agewise distribution of respondents

Table 1: showing agewise distribution of
respondens

AGe
No of
Respondents

18-25

2
54
0

Abo
ve Grand
40 Total
10

26

Chart1 : showing agewise distribution of

respondens
Agewise Distribution of Respondents

4; 19%

3; 27%

1; 23%

2; 31%

Interpretaions
From the above table and chart it is seen
that 35 % percentage of respondents belongs
to 18-25 age group, 27% percentage belongs

to 25-40 age group and the remaining 38%

belongs to above 40 age group

Customers openion towards Prodcut

quality/Performance
Table2 :showing customers openion
towards product quality/performance
Excellent
Customers
openion
No of
respondent
s

G
oo
d

Satisf
actory

p
o
or
Gran
d
Total

26

Chart2 : showing customers openion towards

product quality/performance
Customers opnion towards product quality/performance

4; 19%

1; 23%

3; 27%
2; 31%

Interpretations

23% of the respondents have the opinion that

product quality is excellent. 31% have the good
opinion about product quality. 27% are satisfactory
with the product. Remaining 19% have poor
opinion about products quality
Customers opinion towards after sales
service
Table 3: Showing customers opinion towards
after sales service
Excellent
Customers
openion
No of
respondent
s

G
oo
d

Satisf
actory

p
o
or
Gran
d
Total

1
1

26

Chart3: showing customers opinion towards

after sales service

Customers opnion towards product quality/performance

4; 19%

1; 23%

3; 27%
2; 31%

Interpretations
From the above table and chart it is seen
that 10% of the respondents have an
excellent opinion about the after sales
services of the company. 20% have good
opinion, 30% are satisfied and the remaining
40% are not satisified.

Chapter 4
FINDINGS AND SUGGESTIONS

Findings
1.
Major of the customers of Honda
Activa are belongs to age group above 40
years (40%)
2.
31% of the customers have opined
that product performance is good
3.
40% of the respondents have a poor
openion about the after sales service

Suggestions
1. Only 10% of respondents have an
excellent openion about product quality.
So quality of the scooter should
improved
2. 40% of the respondents have a poor
openion about companys after sales
service. So after sales service should be
improved.

Conclusions
From this project we can conclude that
customers are overall satisfied with Honda
active.