Executive Summary: Hero Honda

HERO HONDA
EXECUTIVE SUMMARY
During the 80s, Hero Honda became the first company in India to prove that it was possible
to drive a vehicle without polluting the roads. The company introduced new generation
motorcycles that set industry benchmarks for fuel thrift and low emission. A legendary 'Fill
it - Shut it - Forget it' campaign captured the imagination of commuters across India, and
Hero Honda sold millions of bikes purely on the commitment of increased mileage.
In today world customer is the king irrespective of whatever the business may be ,wherever
the operations may be .A good business organization is known by its strong customer
loyalty, which turns to become a unified family.
The project assigned to me by the company was a market study on 100cc bikes among the
dealers and customers with special reference to hero Honda dealer and loyalty of customers
towards the bike. The objective of the study was to find out the dealers and customers
opinion about the 100cc bikes with special reference to hero Honda dealer to understand
how market fluctuations affect their strategic decision. The research methodology was
descriptive in nature encompassing a sample of 200customers for in-depth analysis
It was observed that 80%of the respondents are interested to purchase Hero Honda motor
vehicle .are in the age group of 18-35. A large part of respondents with majority of 60% are
satisfied with the availability of spare part and remaining 40% says no. It was observed that
the 92% resplendence are either highly satisfied are just satisfied and remaining 8% are
dissatisfied.
Different models Hero Honda vehicles can be introduced for ladies, with better comfort,
speed and power, so that it can cater to the changing tastes of women.
Dept of MBA, M.V.J.C.E, Bangalore 1

HERO HONDA
More service station should be established in every part of the city, so those customers
have an easy accessibility.
With a strong sales and service network of 650 Authorized dealership, 1500 authorized
service centers and over 1000 certified service points, Hero Honda is growing from
strength to strength. Hero Honda motor should also start producing other models and
should add a different style and variety to their product line. This will surely attract more
customers. This will help to increase the existing goodwill and position in the market.
The experience gained during the analysis and drawing inferences was an exiting and
informative exercise under the guidance of unit head.

HERO HONDA
COMPANY PROFILE
The joint venture between India's Hero Group and Honda Motor Company, Japan has not
only created the world's single largest two wheeler company but also one of the most
successful joint ventures worldwide.
During the 80s, Hero Honda became the first company in India to prove that it was possible
to drive a vehicle without polluting the roads. The company introduced new generation
motorcycles that set industry benchmarks for fuel thrift and low emission. A legendary 'Fill
it - Shut it - Forget it' campaign captured the imagination of commuters across India, and
Hero Honda sold millions of bikes purely on the commitment of increased mileage.
Over 20 million Hero Honda two wheelers tread Indian roads today. These are almost as
many as the number of people in Finland, Ireland and Sweden put together!
Hero Honda has consistently grown at double digits since inception; and today, every
second motorcycle sold in the country is a Hero Honda. Every 30 seconds, someone in
India buys Hero Honda's top -selling motorcycle – Splendor. This festive season, the
company sold half a million two wheelers in a single month—a feat unparalleled in global
automotive history.
Hero Honda bikes currently roll out from its three globally benchmarked manufacturing
facilities. Two of these are based at Dharuhera and Gurgaon in Haryana and the third state
of the art manufacturing facility was inaugurated at Haridwar, Uttrakhand in April this
year. These plants together are capable of producing out 4.4 million units per year.
Hero Honda's extensive sales and service network now spans over 3000 customer touch
points. These comprise a mix of dealerships, service and spare points, spare parts stockiest
and authorized representatives of dealers located across different geographies.
Hero Honda values its relationship with customers. Its unique CRM initiative - Hero Honda
Passport Program, one of the largest programs of this kind in the world, has over 3 million
members on its roster. The program has not only helped Hero Honda understand its
customers and deliver value at different price points, but has also created a loyal

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community of brand ambassadors.
Having reached an unassailable pole position in the Indian two wheeler market, Hero
Honda is constantly working towards consolidating its position in the market place. The
company believes that changing demographic profile of India, increasing urbanization and
the empowerment of rural India will add millions of new families to the economic
mainstream. This would provide the growth ballast that would sustain Hero Honda in the
years to come. As Brijmohan Lall Munjal, the Chairman, Hero Honda Motors succinctly
points out, "We pioneered India's motorcycle industry, and it's our responsibility now
to take the industry to the next level. We'll do all it takes to reach there.''
HeroHonda Mission
Hero Honda’s mission is to strive for synergy between technology, systems and human
resources, to produce products and services that meet the quality, performance and price
aspirations of its customers. At the same time maintain the highest standards of ethics and
social responsibilities.
This mission is what drives Hero Honda to new heights in excellence and helps the
organization forge a unique and mutually beneficial relationship with all its stakeholders.

HERO HONDA
PRODUCT PROFILE
General information
Model: Hero Honda Passion Plus
Year: 2008
Category: Sport
Rating: 49.9 out of 100. Show full rating and compare with other bikes
Engine and transmission
Displacement: 97.50 ccm (5.95 cubic inches)
Engine type: Single cylinder
Stroke: 4
Power: 7.37 HP (5.4 kW)) @ 8000 RPM
Torque: 7.95 Nm (0.8 kgf-m or 5.9 ft.lbs)
Compression: 9.0:1
Fuel control: OHC
Ignition: CDI
Starter: Kick
Cooling system: Air
Gearbox: 4-speed
Transmission type
Chain
final drive:
Clutch: Multiplate, wet
Physical measures
Weight incl. oil, gas, etc: 116.0 kg (255.7 pounds)
Overall height: 1,060 mm (41.7 inches)
Overall length: 1,980 mm (78.0 inches)
Overall width: 720 mm (28.3 inches)
Ground clearance: 159 mm (6.3 inches)
Wheelbase: 1,235 mm (48.6 inches)
Chassis and dimensions
Frame type: Tubular double cradle
Front tyre dimensions: 2.75-18
Rear tyre dimensions: 3.00-18
Front brakes: Expanding brake (drum brake)
Front brakes diameter: 130 mm (5.1 inches)
Rear brakes: Expanding brake (drum brake)
Rear brakes diameter: 130 mm (5.1 inches)
Speed and acceleration
Other specifications
Fuel capacity: 12.80 litres (3.38 gallons)
Reserve fuel capacity: 1.10 litres (0.29 gallons
General information
Model: Hero Honda CBZ X-TREME
Year: 2007
Category: Sport
Rating: 79.7 out of 100. Show full rating and compare with other bikes

HERO HONDA
Engine and transmission

Displacement: 149.20 ccm (9.10 cubic inches)
Engine type: Single cylinder
Stroke: 4
Power: 14.21 HP (10.4 kW)) @ 8500 RPM
Torque: 12.80 Nm (1.3 kgf-m or 9.4 ft.lbs) @ 6500 RPM
Compression: 9.1:1
Bore x stroke: 53.3 x 57.8 mm (2.1 x 2.3 inches)
Fuel system: Carburettor
Fuel control: OHC
Ignition: AMI- Advanced Microprocessor Ignition System
Starter: Electric & kick
Cooling system: Air
Gearbox: 5-speed
Clutch: Multiplate wet
Physical measures
Dry weight: 141.0 kg (310.9 pounds)
Overall height: 1,145 mm (45.1 inches)
Overall length: 2,080 mm (81.9 inches)
Overall width: 765 mm (30.1 inches)
Ground clearance: 145 mm (5.7 inches)
Wheelbase: 1,325 mm (52.2 inches)
Chassis and dimensions
Frame type: Tubular Diamond Type
Front suspension: Telescopic hydraulic Shock Absorbers
Rear suspension: Swing Arm with adjustable hydraulic Shock Absorbers
Front tyre dimensions: 2.75-18
Rear tyre dimensions: 100/90-18
Front brakes: Single disc. Non Asbestoes type
Front brakes diameter: 240 mm (9.4 inches)
Rear brakes: Expanding brake (drum brake). Non Asbestoes type
Rear brakes diameter: 130 mm (5.1 inches)
Speed and acceleration
Power/weight ratio: 0.1008 HP/kg
STATEMENT OF THE PROBLEM
To analyze the market for 100 cc bikes with special reference to HERO HONDA and to
find out the dealers and customers opinion about the 100 cc bikes with special reference
to HERO HONDA- to understand how market fluctuations affect their strategic
decision..

HERO HONDA
OBJECTIVES OF THE STUDY
CUSTOMER SECTOR
• To analyze the demographic factors of the customers who own a 100 cc bikes.
• To analyse the fuel efficiency of a 100 cc bikes they own.
• To analyse the promotional factors influencing and various features preferred by the
custome at the time of purchase of the bike.
• To analyse the level of satisfaction on the various features of there 100 cc bikes.
• To findout the mode of purchase opted by the customer and opinion about various
schemes of bike purchase.
• To analyse the various general complaints about the 100 cc bike and also to findout
their opinion about the after sales service.
• To findout the awareness level of HERO HONDA 100 cc bike
• To findout the reasons for not purchasing the HERO HONDA bike.
DEALERS SECTOR
• To analyse the general factors about 100 cc bike dealership.
• To findout the mode of sales of the dealers.
• To analyse the stock details of dealers and credit period offered by the company.
• To analyse the dealers opinion about media effectiveness.

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• To analyse the dealers opinion about customers preference on service.
• To findout the level of satisfaction on various services offered by the company.
• To findout the major areas on which the dealers receive complaints from customer.
SCOPE OF THE STUDY
The research work was conducted in Andhra State randomly selecting 100 customers and 4
dealers. This study is based on the 100 CC bikes in Andhra State. This study mainly
concentrates on the comparative study of 200 among the dealers and customers sector in
Andhra state.

HERO HONDA
In the comparative field each company wants to know about their strengths and
weaknesses. In each business customer is the king. The key to the customer retention is
customer satisfaction. This project goes through a complete study on customers of various
users of 100 CC bikes. The study will benefit HERO HONDA to form new strategies for
increasing the sales of their existing products.
RESEARCH METHODOLOGY
A research design is purely and simply the framework or plan for a study that guides the
collection and analysis of the data. It provides a scientific framework for conducting some
research investigation.
In this research study descriptive research design has been followed where in it is typically
concerned with determining frequency with which something occurs (or) how two
variables vary together. This study is typically girded by an initial hypothesis.
Research Design
In the research study about the bikes a detailed descriptive research design was followed in
order to evaluate the performance of HERO HONDA bikes among the customers sector.
Descriptive design is used for the following purpose in this research study.
1. To describe the characteristics of certain groups example users of a product with

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different age, occupation, income etc.

2. To estimate the proportion of people in a specified population who behave in
ascertain way. Example, to point out purchasing HERO HONDA bikes by user.
3. To determine whether certain variables are associated example, age level of bikes
they own.
For analyzing the collected data an in-depth statistical research design was framed and
various tools and techniques were also used for the same purpose.
Data source
i.Primary data required for conducting a survey, where in existing customers were
given questionnaire and the required data was thus collected. The different types of
questions used for this research study are as follows.
ii.Open-ended questions
iii.Close-ended questions
iv.Dichotomous questions
v.Multiple-choice questions etc.
vi.Secondary data required for conducting this research study has been collected from
various marketing research books, company brouchers, statistical books, journals,
magazines, journals published by company and thorough literature review was
conducted for the same.
Sampling plan
Before undertaking the survey, the sampling unit, sample size and sampling procedure are
to be determined.
a. Population

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All bike users in Andhra State was excluding for pilot survey.
b. Sampling method
In this study systematic random sampling method is used wherein every 5th customer
is selected and conducted survey in the RTA (Road Transport Authority) for customer
sector.
Further for the dealers sector too the sample size is determined by taking four major
competitors of HERO HONDA.
c. Sample media
Sample media for the present research is conducted through personal interview guided
by questionnaire design.
d. Sample unit
200 samples were collect from various users of 100 cc bike.
e. Sample size
The researcher decided a sample size of 10 for the customers sector and 4 for the
dealers sector.
Statistical tools
Tools of analysis used for this study.
1. Simple bar method: a simple bar diagram represents the magnitude of only one

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variable.
2. Pie diagram: in this the circle is partition in to various sections representing the
proportions of various components.
3. Chi-square analysis
When certain observed value of a variable are to be compared with the expected value, the
test statistic that is commonly used in x2 , which follows the chi-square distribution.
The null hypothesis state there does not exist significant different between the observed and
the expected value.
For a given variable, if there are K categories having a number of observations as 01, 02….
0k or (0i such that I = 1,2…k) and the corresponding expected variable of the viable are
given by E1, E2…. Ek or (Ei such that I = 1,2…k) the X2 statistical is given by
k
X2 = Σ ( Oi-Ei) 2/Ei
I=1
This is the calculated value of X2. It is a compared with the tabulated value of X2 tab at a
desired level of significance and (k-1) degree of freedom.
If X2 cal < X2 tab the null hypothesis is accepted otherwise rejected at the desired level of
significance. The X2 test for unvaried analysis can be used in the following situations.
i.For the same set of data, difference between the observed and the expected value in
various categories can be checked. The expected values could be based on the date

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of theoretical distribution.
ii.For 2 different sets of data on the same number of respondents the differences in the
consumption pattern, expenditure pattered of preferences can be compared over
both sets of the observed data.
Degree of association test
It X2 test is strong over for determining the existence of association between 2 variables.
The degree of association can be estimated by using following formula.
C = X2 Cal. Value
X2 Cal. Value + N
Analysis of variance
It is statistical techniques specially designed to test whether the means of more than 2
quantitative populations are equal. It consists of classifying and cross classifying
statistically results and testing whether the means of a specified classification differ
significantly.
One-way Classification
In one-way classification the data are classified according to only one criteria i.e., different
levels of a single factor is controlled in the experiment.

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The null hypothesis is

Ho = µ 1 = µ 2 = ……………..µ k
H1 = µ 1 = µ 2 = ……………..µ k
i.e., the arithmetic means of population from which the K sample were randomly drain are
equal to one another.
The variance ratio that be
F = between column since

With in column since
KOLMOGOROV SMIRNOV Test (KS Test)
This test is gives for the distribution on an ordinal scale. The test is concern with the
degree of agreement between that distribution some specified theoretical distribution. It
determines whether the scores in the sample can be reasonable though have come from a
popularize having the theoretical distribution.
In the test tabulated value calculates by following formula.
Tabulated value = 1.36

N
Calculated value = Max value of the (O-E) column
Limitations of the study
The project definitely had its own limitations before going through the results of this
research study. The limitations harping this research are given below:

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• The area of study was comparatively small, that is restricted only in Andhra State.
Hence the results may not be implemented for other areas.
• Some of the respondent where reluctant to fill the demographic characteristics in
the questionnaire.
• Data was collected on the basis of primary data and hence there is a chance for a
biased or misleading response from the respondents.
• Traveling from place to place was more.
• Project duration is shorter and hence large sample size could not be taken.
The following table shows the respondents according to age

Age level classification of customers
Table 1.1

AGE WISE CLASSIFICATION OF RESPONDENTS
HERO HONDA
17%
41% Below 30 years

31 – 40 years
Age Number Ofyears

Above 40 Respondents Percentage
42%
Below 30 years 83 41.5
31 – 40 years 84 42
Above 40 years 33 16.5
Total 200 100
Inference:
Out of 200 respondents 42% of respondents are between 31 - 40 years, 41.5% of
respondents are below 30 years and 16.5% of respondents are above 40 years.
From the above table we infer that most of the respondents (41.5%) are between 31 - 40
years.
The following table shows the respondents according to occupation wise
Occupation wise classification of customers
Table 1.2
Occupation Number Of Respondents Percentage
Business 49 24.5

OCCUPATION WISE CLASSIFICATION OF
RESPONDENTS
100
HERO HONDA
80
60
Profession 44
Number Of Respondents
22
88
40
20
49 44 Student 19 9.5
19
0
Employed 88 44
Business Profession Student Employed
Total 200 100
Inference:
Out of 200 respondents 44% of respondents are employed, 24.5% of respondents are
businessmen, 22% are professionals and 9.5% of respondents are students.
From the above table we infer that most of the respondents (44%) are employed.
The following table shows the respondents according to income wise

Income wise classification of customers
Table 1.3
Income Number Of Respondents Percentage
Below 5000 32 16

INCOME WISE CLASSIFICATION OF RESPONDENTS
100
90
80
70
HERO HONDA
60
50 Number Of Respondents
40 5000 – 8000 56 28
30
20
10 8000 – 10000 88 44
0
Below 5000 5000 – Above 10000
8000 – Above 24 12
8000 10000 10000
Total 200 100
Inference:
Out of 200 respondents 44% of respondents are having income level between 8000 -
10000, 28% of them were in the income level between 5000- 8000 and 16% of them were
in income level below 5000 and 12% of them are in income level above 10000.
From the above table we infer that most of the respondents (44.5%) are the income level
between 8000 - 10000.
The following table shows the market share of various 100 cc bikes
Market share of various bikes
Table 1.4
Bikes Number Of Respondents Percentage
Yamaha Entizer 30 15
Bajaj Pulsar 50 25
TVS Apache 40 20

MARKET SHARE OF VARIOUS BIKES
25
HERO HONDA
20
15 Hero Honda CBZ 80 40

Percentage
10
Total 200 100
5
0
Yamaha Entizer Bajaj Pulsar TVS Apache
Inference:
From the above table it is found that market share of Hero Honda CBZ was 40%, TVS
Apache was 20%, Bajaj Pulsar was 25%, Yamaha Entizer was 15%.
From the study the researcher infer that Hero Honda CBZ is having the first place in the
market.
The following table shows the information about the average distance traveled in 100
cc bikes per day.
Average distance traveled per day
Table 1.5
Daily average KM’s the Number Of Respondents Percentage

bike runs
Below 50 km 73 36.5
50 – 60 km;s 93 46.5

AVERAGE DISTANCE TRAVELLED PER DAY
100
80
HERO HONDA
60
Above 60 km’s 34 17
20 Total 200 100

0
Below 50 km50 – 60 km;s Above 60
km’s
Inference:
Out of 200 respondents 46.5% of respondents travel 50 – 60 km;s every day, 36.5% of
travel below 50 km’s and 17% of respondents travel above 60 km’s.
From the above table we infer that most of the respondents (46.5%) travel 50 – 60 km’s
per day.
The following table shows the fuel efficiency expected for 100 cc bike.
Fuel efficiency expected for 100 cc bike
Table 1.6
Fuel efficiency expected Number Of Respondents Percentage
Below 60 23 11.5
60 – 70 92 46

FUEL EXPECTED BY THE RESPONDENTS
100
80 HERO HONDA
60
Above 70 85
Number Of Respondents 42.5
40
20 Total 200 100

0
Below 60 60 – 70 Above 70
Inference:
From the above table it is clear that 46% of respondents expect 60 – 70 km fuel efficiency,
42.5% expect above 70 and 11.5% respondents expect below 60 km’s.
From the above table we infer that most of the respondents expected (46%) the fuel
efficiency between 60–70 km’s per liter.
The following table shows the mileage getting at present for 100 cc bikes
Mileage given by 100 cc bikes
Table 1.7
Mileage you are getting Number Of Percentage

at present Respondents
Below 50 51 25.5

MILEAGE GIVEN BY 100 CC BIKES
27% HERO HONDA 26%
Below 50
50 – 60 50 – 60 95 47.5
Above 60
Above 60 54 27
47%
Total 200 100
Inference:
Out of 200 respondents 47.5% are getting 50 – 60 km;s per liter, 27% are getting above 60
km;s, 25.5% of respondents are getting below 50 km;s from their bikes.
From the above table we infer that most of the respondents (47.5%) are getting 50 -60 km;s
per liter..
The following table shows the respondents considered other bike at the time of
purchase
Considered other bike at the time of purchase
Table 1.8
Considered other bike Number Of Respondents Percentage

CONSIDERED OTHER BIKE AT THE TIME OF
PURCHASE
HERO HONDA
Yes 106 53
47% Yes
53% No
No 94 47
Total 200 100
Inference:
Out of 200 respondents 53% of respondents considered more other bikes at the time of
purchase and 475 did not consider other bikes at time of purchase.
From the above table we infer that most of the respondents (53%) considered more than
one bike at the time of purchase.
The following table shows the respondents done test drive in other bikes
Test drive done in other bikes
Table 1.9
Test drive in other bikes Number Of Respondents Percentage

RESPONDENTS TEST DRIVE IN OHTER BIKES
HERO HONDA
Yes 47%
Yes
93 46.5
No
53% No 107 53.5
Total 200 100
Inference:
Out of 200 respondents 53.5% of respondents did not done test drive and 46.5% of
respondents done test drive in other bikes.
From the above table we infer that most of the respondents (53.5%) did not done test drive
in other bikes.
The following table shows the scheme influence to the respondents at the time of
purchase of bike
Scheme influence while purchasing the bike.
Table 1.10

SCHEMES INFLUENCED BY RESPONDENTS
114
120
HERO HONDA
100 86
80 Test drive in other bikes Number Of Respondents Percentage
40 Yes 114 57
20
0 No 86 43
Yes No
Total 200 100
Inference:
From the above table it is clear that 57% of respondents get influence schemes at the time
of purchasing the bike and 43% of respondents did not influence any schemes at the time
of purchasing the bike.
From the above table we infer that most of the respondents (57%) influence schemes at the
time of purchase of bikes.
The following table shows the type of schemes influence to the respondents at the time
of purchase
Type of schemes influence at the time of purchase
Table 1.11

TYPE OF SCHEMES INFLUENCED FOR PURCHASE
90
80 HERO HONDA
70
60
50
86 Type of schemes Number Of Respondents Percentage
30 54
20 No40down payment 54 27
10 20
0
No down 0% interest
Free gift 86 43
payment
Free gift 40 20
Exchange 20 10
Total 200 100
Inference:
From the above table it is clear that 43% influence 0% interest scheme, 27% no down
payment, 20 free gift, 10 exchange scheme at the time of purchasing of bike.
From the above table we infer that most of the respondents (43%) influence 0% interest
scheme at the time of purchase of bike.
The following table shows the information about mode of payment
Mode of purchase of vehicle
Table 1.12

MODE OF PURCHASE OF BIKE
100
80 HERO HONDA
60
97 89
40 Mode of payment Number Of Respondents Percentage
20
14
0
Full payment 97 48.5
Full Hire Exchange
payment purchase schemes
Hire purchase 89 44.5
Exchange schemes 14 7
Total 200 100
Inference:
From the above table it is clear that 48% of customers purchased their veichle in full
payment, 44.5% on hire purchase and 7% on exchange schemes.
From the above table we infer that most of the respondents (48.5%) mode of purchase was
full payment.
The following table shows the promotional factor influence for purchasing the bikes
Promotional factors influence for purchasing the bike
Table 1.13

PROM OTIONAL FACTORS INFLUENCED FOR PURCHASE
Advertisement
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4% 3% 2% Reference: by friends
12% 31% Family decision
Self approach
9% Promotional factor Loan Number Of Percentage
10% Respondents
Exchange offer
Advertisement
29% Mechanic 66 33
Reference: by friends Others 60 30
Family decision 20 10
Self approach 18 9
Loan 25 12.5
Exchange offer 9 4.5
Mechanic 6 3
Others 4 2
Total 200 100
Inference:
From the above table it is clear that 33% of respondents is influenced by advertisement at
the time of purchase, 30% of respondents influenced by friends, 10% of respondents
influenced by family decision at the time of purchase.
From the above table we infer that most of the respondents (33%) said that advertisement
is the promotional factor influence for purchasing the bike.
The following table shows the level of satisfaction of customers regarding features of
bike

HERO HONDA
Table 1.14
Rating→
HS % S % NN % D % HD % TOTAL
Attributes↓
Engine 0 0 9 4.5 30 15 147 73.5 14 7 200
Design 30 1.5 18 9 107 53.5 66 33 6 3 200
Handling 0 0 20 10 62 31 105 52.5 13 6.5 200
Braking 0 0 48 24 94 47 46 3 12 6 200
Mileage 12 6 55 27.5 101 50.5 27 13.5 5 2.5 200
Rider and
1 0.5 5 2.5 80 40 104 52 10 5 200
Pillion
Comfort
Inference:
From the above table it is reveal that most of respondents (73.5%) are dissatisfied on
engine, 53.5% of respondents are neither satisfied nor dissatisfied on design, 52.5% are
dissatisfied on handling of bike, 52% of respondents are dissatisfied about rider and pillion
comfort on their bikes.
From the above table we infer that most of the respondents (73.5%) are dissatisfied on
engine of the bikes.
Main considerations while purchasing the bike
Table 1.15

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Rating→
1 % 2 % 3 % 4 % 5r % 6 %
Attributes↓
Price 11 56. 53 26. 17 8.5 9 4.5 3 1.5 5 2.5
3 5 5
Performance 12 6 28 14 80 40 49 24. 14 17 7 8.5
5
Maintenance 14 7 13 6.5 48 24 68 34 39 19.5 18 9
Fuel 46 23 92 46 12 6 24 12 19 9.5 7 3.5
Efficiency
Financial 9 4.5 13 6.5 21 10. 15 7.5 79 39.5 63 31.5
5
Schemes
Resale 2 1 0 0 15 7.5 32 16 43 21.5 108 54
Value
Inference
From the above table it is revealed that the customer look the various features at the time of
purchase of the bike on price 56.5% then fuel efficiency 46%, performance 40%,
maintenance 34%, financial schemes 39.5% and resale value 54%.
From the above we infer that most of respondents look price 56.5% at the time of purchase
of bike.
Kolmogorov Smirnov Test
The following table shows the tabulation of ranking the features preferred by the
customers at the time of purchase.

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Ranking assigned to the features preferred by the

Customers at the time of purchase.
Table-1.22
Rank→ 1 2 3 4 5 6 Total
Attributes↓
Price 113 53 17 9 3 5 200
Performance 12 28 80 49 14 17 200
Maintenance 14 13 48 68 39 18 200
Fuel 46 92 12 24 19 7 200
Efficiency
Financial 9 13 21 15 79 63 200
Schemes
Resale value 2 0 15 32 43 108 200
Hypothesis
Ho - There is no significant difference between ranking the features preferred by

the customers at the time of purchase.
HA - There is significant difference between ranking the features preferred by the
customers at the time of purchase.
K.S Application
Ranking 1 2 3 4 5 6 Weightage x
Respondents
Weightage 6 5 4 3 2 1 Total no. of
respondents

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Price 678 265 68 27 6 5 1049/200=5.25

Performance 72 140 320 147 28 17 724/200=3.62
Maintenance 84 65 192 204 78 18 641/200=3.21
Fuel 276 460 48 72 38 7 901/200=4.51
Efficiency
Financial 54 65 84 45 158 63 469/200=2.34
Schemes
Resale value 12 0 45 96 86 108 347/200=1.73
Total 20.7
Mean Total Rank

O= E= Total Mean │O-E│
Mean Total
0.25 0.29 0.04
0.17 0.29 0.12
0.16 0.29 0.13
0.22 0.29 0.07
0.11 0.29 0.18
0.08 0.29 0.21
Total 0.75
Calculated value = Maximum of │O-E│

= 0.21
Tabulated value = 1.36/√n
= 1.36/√200
Where N = Number Of Samples

= 1.36/ 14.14
= 0.1

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Calculated value is > tabulated value Hence we reject null hypothesis.
Inference
There is significant difference between ranking of attributes by the respondents and the
features proffered by the customers at the time of purchase.
Kolomogorov Smirnov Test
The following table shows the tabulation for level of satisfaction on the features of
customer’s bike.
Level of satisfaction on the features of bike
Table 1.23
Rank→ HS S NN D D Total
Attributes↓ 1 2 3 4 5
Engine 0 9 30 147 14 200
Design 3 18 107 66 6 200
Handling 0 20 62 105 13 200

HERO HONDA
Braking 0 48 94 46 12 200
Mileage 12 55 101 27 5 200
Rider and 1 5 80 104 10 200
Pillion
Comfort
Hypothesis
Ho - There is no significant difference between the various features of the bike and
the level of satisfaction on the features of bike.
HA - There is significant difference between the various features of the bike and
the level of satisfaction on the features of bike
K.S Application
Rating 1 2 3 4 5 Weightage x
Respondents
Weightage 4 3 2 1 Total no. of
5 respondents
0 36 90 294 14 434/200=2.17
15 72 321 132 6 546/200=2.73
0 80 186 210 13 489/200=2.45
0 192 282 92 12 578/200=2.9
60 220 303 54 5 642/200=3.21
5 20 240 208 10 483/200=2.415
Total 15.9

HERO HONDA
Mean Total Rank │O-E│

O= E=
Mean Total Total Mean
0.14 0.31 0.17
0.17 0.31 0.14
0.15 0.31 0.16
0.18 0.31 0.13
0.2 0.31 0.11
0.15 0.31 0.16
Total 0.17

=0.17
= 1.36/√200

= 1.36/ 14.14
= 0.1
Hence calculated value is greater than tabulated value we reject null hypothesis.
Inference
There is significant difference between various features of the bike and satisfaction on the

HERO HONDA
features of the bike.
Kolmogorov Smirnov Test

The following table shows the tabulation on rating of the after sale service of the customer
bike.
After sales service on the bike
Table 1.24
Rate→ 1 2 3 4 5 Total
Attributes
↓
Warranty 1 23 131 35 10 200
Cost of 0 100 84 11 5 200
spares
Quality 5 72 100 17 6 200
of service
Prompt 3 81 92 17 7 200
delivery
Service 5 78 88 19 10 200
Time

HERO HONDA
Hypothesis
Ho - There is no significant difference between the various attributes of after

sales service and rating given by the customers.
HA - There is significant difference between the various attributes of after sales

service and rating given by the customers.
K.S.Application
Rating 1 2 3 4 5 Weightage x
Respondents
Weightage 4 3 2 1 Total no. of
5 respondents
5 92 393 70 10 570/200=2.85
0 400 252 22 5 679/200=3.4
25 288 300 34 6 653/200=3.27
15 324 276 34 7 656/200=3.3
25 312 264 38 10 649/200=3.24
Total 16.1
Mean Total Rank │O-E│

O= E=

HERO HONDA
Mean Total Total Mean

0.18 0.31 0.13
0.21 0.31 0.1
0.203 0.31 0.107
0.21 0.31 0.1
0.2 0.31 0.11
Total 0.547

= 0.13
= 1.36/√200

= 1.36/ 14.14
= 0.1
Since calculated value> tabulated value we reject the null hypothesis
Inference
There is significant difference between the various attributes of after sale service and rating
given by the customers.

HERO HONDA
Chi-Square Test:
The following table shows the cross tabulation between the type of bike and the
average distance traveled by the bike per day.
Customer’s bike and the average distance traveled per day.

Table 1.26
Bike Runs → < 50 Km 50-60 Km > 60 Km Total
Bikes ↓
Yamaha Entizer 18 27 5 50
Pulsar 9 30 11 50
Apache 18 22 10 50
CBZ 28 14 8 50
Total 73 93 34 200
Hypothesis
Ho - There is no significant relationship between the type of bike and the

average distance traveled the bike per day.

HERO HONDA
HA There is significant relationship between the type of bike and the average
distance traveled the bike per day.
The following table is obtained by using (│O-E│-0.5)2/E
O E │O-E│-0.5 (│O-E│-0.5)2 (│O-E│-0.5)2/E
18 18.3 0.3 0.09 0.004

27 23.3 3.7 13.69 0.59
5 8.5 3.5 12.25 1.44
9 18.3 9.3 86.49 4.73
30 23.3 6.7 44.89 1.93
11 8.5 2.5 6.25 0.74
18 18.3 0.3 0.09 0.004
22 23.3 1.3 1.69 0.072
10 8.5 1.5 2.25 0.264
28 18.3 9.7 94.09 5.14
14 23.3 9.3 86.49 3.71
8 8.5 0.5 0.25 0.029
Total 18.686
χ 2 = ∑ (O – E) 2/E
D.F. = (r-1) (c-1)
= (4-1) (3-1)
= 6
Tabulated value for difference at 5% level of significance is = 12.6

HERO HONDA
Calculated value = 18.686
Calculated value is greater than the tabulated value at 5% level of significance.
Inference
Based on the above analysis the calculation value is higher than tabulated value,
hence null hypothesis is rejected.
Hence, there is significant relationship between type of bike and the average
distance traveled per day.
Chi-Square Test

HERO HONDA
The following table shows the cross tabulation between the cross tabulation between the
cross tabulation between various bikes and the average fuel consumption getting.
Average fuel consumption getting from various bikes.

Table 1.27
Fuel consumption < 50 Km 50-60 Km > 60 Km Total

getting →
Bikes ↓
Pulsar 4 22 24 50
Apache 14 29 7 50
CBZ 3 25 22 50
Total 51 95 54 200
Hypothesis
Ho - There is no significant relationship between the various type of bikes and

the average fuel consumption of the bike.
HA - There is significant relationship between the various type of bikes and the
average fuel consumption of the bike.
The following table is obtaining by using ( | 0-E |-0.5)2/E

HERO HONDA
O E │O-E│-0.5 (│O-E│-0.5)2 (│O-E│-0.5)2/E
30 12.8 16.7 278.9 21.8

19 23.8 4.3 18.5 0.8
1 13.5 12.0 144.0 10.7
4 12.8 8.3 68.9 5.38
22 23.8 1.3 1.69 0.071
24 13.5 10.0 100.0 7.40
14 12.8 0.7 0.49 0.03
29 23.8 4.7 22.09 0.93
7 13.5 6.0 36.0 2.7
3 12.8 9.3 86.5 6.8
25 23.8 9.7 0.49 0.02
22 13.5 8.0 64.0 4.74
Total 58.7
χ 2 = ∑ (O – E) 2/E
D.F. = ( r-1) (c-1)

= ( 4-1) (3-1)
= 6
Tabulated value for 6 difference at 5% level of significance is = 12.6


HERO HONDA
Inference
Based on the above analysis the calculated value is higher than tabulated value,
Hence, there is significant relationship between the various type of bikes and the
average fuel consumption of the bike.
Chi-Square Test
The following table shows the cross tabulation between the customers traveled in bike and
the fuel efficiency they expect.
Customers traveled in bike and fuel efficiency they expect
Table.1.28

HERO HONDA
Fuel efficiency < 60 Km 60-70 Km > 70 Km Total

expected →
Bikes Runs ↓
<50 12 42 19 73
50-60 7 35 51 93
>60 4 15 15 34
Total 23 92 85 200
Hypothesis
Ho - There is no significant relationship between distance traveled in bike and

the fuel efficiency they expect.
HA - There is significant relationship between distance traveled in bike and the

fuel efficiency they expect.
The following table is obtained by using(│O-E│-0.5)2/E

O E │O-E│-0.5 (│O-E│-0.5)2 (│O-E│-0.5)2/E
12 8.4 3.1 9.61 1.14

42 33.6 7.9 62.41 1.9
19 31.0 12.5 156.25 5.04
7 10.7 4.2 17.64 1.64
35 42.8 8.3 68.9 1.61
51 39.5 11.0 121.0 3.063
4 3.9 0.4 0.16 0.041
15 15.6 1.1 1.21 0.1

HERO HONDA
15 14.5 0 0 0
Total 14.53
χ 2 = ∑ (O – E) 2/E
D.F. = (r-1) (c-1)

= (3-1) (3-1)
= 4

Inference
Hence there is significant relationship between distance traveled in bike and the fuel
efficiency they expect.

HERO HONDA
Chi-Square Test
The following table shows the cross tabulation between the various bikes own customers
and the fuel efficiency expect by them.
Customer’s bikes and the fuel efficiency they expect

Table 1.29
Fuel consumption < 60 Km 60-70 Km > 70 Km Total
getting
Bikes ↓
Pulsar 3 16 31 50
Apache 12 22 16 50
CBZ 3 20 27 50
Total 23 92 85 200

HERO HONDA
Hypothesis
Ho - There is no significant relationship between the various bikes owned by

customers and fuel efficiency expected by them.
HA - There is significant relationship between the various bikes owned by

customers and fuel efficiency expected by them.
The following table is obtained by using(│O-E│-0.5)2/E
O E │O-E│-0.5 (│O-E│-0.5)2 (│O-E│-0.5)2/E
5 8.4 1.3 1.7 0.29

34 33.6 10.5 110.25 4.8
11 31.0 10.3 116.64 5.48
3 10.7 3.3 10.9 1.9
16 42.8 7.5 56.25 2.5
31 39.5 9.2 84.64 3.97
12 3.9 5.7 32.49 5.60
22 15.6 1.5 2.25 0.1
16 14.5 5.8 33.64 1.6
3 5.8 3.3 10.9 1.9
20 23.0 3.5 12.25 0.53
27 21.3 5.2 27.04 1.27
Total 29.94
χ 2 = ∑ (O – E) 2/E

HERO HONDA
DF = (r-1) (c-1)
= (4-1) (3-1)
= (3) (2)
= 6

Calculated value is greater than the tabulated value at 5% level of significance
Inference
hence null hypothesis is rejected
Hence there is significant relationship between the various bikes own by the
customers and the fuel efficiency expected by them.

HERO HONDA
CHISquare Test
The following able shows the cross tabulation between the monthly income and the mode
of payment by the customers.
Respondent’s monthly income and the mode of payment

Table 1.30
Mode of Payment → Full Hire Purchase Exchange Total

Payment scheme
Monthly Income↓
<5000 11 18 3 32
5000-8000 26 28 2 56
8000-10000 43 36 9 88
>10000 17 7 0 24
Total 97 89 14 200
Hypothesis

HERO HONDA
Ho - There is no significant relationship between the monthly income and the

mode of payment
HA - There is significant relationship between the monthly income and the

mode of payment
The following table is obtained by using (│O-E│-0.5)2/E
O E │O-E│-0.5 (│O-E│-0.5)2 (│O-E│-0.5)2/E
11 15.5 5 25 1.61
18 14.2 3.3 10.9 0.8
3 2.2 0.3 0.1 0.04
26 27.2 1.7 2.9 0.106
28 24.9 2.6 6.8 0.271
2 3.9 2.4 5.8 1.5
43 42.7 0.2 0.04 0.001
36 39.2 3.7 13.7 0.34
9 6.2 2.3 5.29 0.9
17 11.6 4.9 24.01 2.1
7 10.7 4.2 17.64 1.64
0 1.7 2.2 4.84 0.034
Total 9.342
χ 2 = ∑ (O – E) 2/E
F = (r-1) (c-1)
= (4-1) (3-1)
= (3) (2)
=6

HERO HONDA
Tabulated value for 6 difference at 5 % level of significance is = 12.6

Inference
Hence there is significant relationship between monthly income and the mode of
payment.

TYPES OF BIKE DEALING WITH
Two stroke
and four
stroke
HERO2 HONDA
Four stroke 2
0 0.5 1 1.5 2 2.5

The following table shows the type of bikes dealing with dealers
Types of bike dealing with
Table 2.1
Type of bike Number Of Respondents Percentage
Four stroke 2 50
Two stroke and four stroke 2 50
Total 4 100
Inference
From the above table it was found that 50% of dealers are dealing with two stroke
and four stroke bike and 50% of dealers are dealing with only four stroke bikes.
From the above table we infer that most of the dealers are dealing with four stroke

ESTABLISHMENT OF DEALERSHIP BUSINESS
2.5
2 HERO HONDA
1.5
and two stroke. Number Of Respondents
1 2
0.5 1 1
0 0
Below 1 2 – 3 years 3 - 4 years Above 4
year years
Establishment of dealership business
The following table shows how long the dealers are in this dealership business
Table 2.2
Dealership business Number Of Respondents Percentage
Below 1 year 0 0
2 – 3 years 2 50
3 - 4 years 1 25
Above 4 years 1 25
Total 4 100
Inference
From the above table it was found that 50% of dealers are established their business

HERO HONDA
between 2 – 3 years and 25% are established between 3 – 4 years and 25% of the
dealers are established their business above 4 years.
From the above table we infer that most of the dealers (50%) established their
business between 2 – 3 years.
SUMMARY OF RESULTS AND FINDINGS
Part-I
CUSTOMERS SECTOR
Table NO.
1.1 The researcher found that most of the respondents (41.5%) are between 31-40
years.
1.2 The researcher found that most of the respondents (44.0%) are of employed.
1.3 The researcher found that most of the respondents are the income level between
8000-10000.
1.4 As per the study HERO HONDA’S market share was in the Ist place.
1.5 The researcher infers that most of the respondents (46.5%) travel 50-60 km per day.
1.6 The researcher found that most of the respondents expected (46.0%) the fuel
efficiency between 60-70 km/liter.
1.7 The researcher found that most of the respondents are getting 50-60 km/liter fuel
efficiency from their bikes.
1.8 The researcher found that most of the respondents (53.0%) considered more than
one bike at the time of purchase.
1.9 The researcher found that most of the respondents (53.5%) did not done test drive in
other bikes before purchase of bike3.
1.10 The researcher found that most of the respondents (57.0%) influence purchase
schemes at the time of purchase of the bike.
1.11 The researcher found that most of the respondents (40.36%) influence 0% interest
scheme at the time of purchase of bike.

HERO HONDA
1.12 The researcher found that most of the respondents (48.5%) mode of purchase of their
bike was full payment.
1.13 The researcher found that most of the respondents (71%) are aware of HERO
HONDA.
1.14 The researcher found that most of the respondents (75.0%) did not own a HERO
HONDA.
1.15 The researcher found that most of the respondents (64.7%) said that low mileage is
the main reason for not purchasing of HERO HONDA.
1.16 The researcher found that most of the respondents (81.5%) have mileage problem
from their bikes.
1.17 The researcher found that most of the respondents (33.0%) influenced advertisement
is the promotional factor for purchase of their bike.
1.18 The researcher found that most of the respondents (73.5%) are dissatisfied on engine
of the bikes.
1.19 The researcher found that most of respondents (56.5%) look price at the time of
purchase the bike.
1.20 The researcher found that most of respondents said that CD DAWN is the better
bike than other bikes.
1.21 The researcher found that most of respondents (65.5%) are satisfied with warranty
of their bikes regarding after sale service.
1.22 With the help of kolmogorov smirnov test the researcher found that, there is
significant difference between ranking of attributes by respondents and the features
looked by the customers at the time of purchase.
1.23 With the help of kolmogorov smirnov test the researcher found that there is
significant difference between the various features of the bikes and the level of
satisfaction on the features of the bike.
1.24 With the help of kolmogorov smirnov test the researcher found that there is
significant difference between the various attributes of after sales service and rating

HERO HONDA
given by the customers.

1.25 With the help of chi-square test the researcher found that there is significant
relationship between the type of bike and the average distance traveled the bike per
day.
relationship between. the various type of bike and the average fuel consumption of
the bike.
1.27 With the help of chi-square test there is significant relationship between distance
traveled in bike and the fuel efficiency they expect.
relationship between the various bikes own by the customers and the fuel efficiency
expected by them.
relationship between monthly income and the mode of payment by the customers

HERO HONDA
PART – II
DEALERS SECTOR
SUMMARY OF RESULTS AND FINDINGS
Table. No.
1. From the table no.2.1, the researcher that most of the dealers (50%) are dealing with
4 stroke and 2 stroke bikes.
2. From the table no.2.2, the researcher that most of the dealers (50%) established
their business between 2-3 years.

HERO HONDA
SUGGESTIONS AND RECOMMENDATIONS
1. From the research it was found that most of the respondent who are using the 100
cc bikes is between 31-40 years and most of the people are working having an
income level between 8000-10000. So the company should develop strategies in
such a way to attract the above set segments to increase their sales.
2. From the study we found that HERO HONDA was placed IInd in the market. The
company should try to maintain the same and adopt suitable strategies to reach the
No.1 position.
3. From the study it was found that the customers expect a fuel efficiency of between
60-70 kms/litre in a 100 cc bikes and also it was found that the average travel per
day is 50-60 km/litre. So the company should produce bikes giving a fuel
efficiency of 60-70 km/litre.
4. Most of the respondents prefer 0% interest scheme and also prefer to purchase the
bike on full payment. So the company should float 0% schemes on being up with
leading finance. Company’s and give sufficient advertisement to attract the
customers and also offer cash and additional service discount in schemes for these
purchase the bike on full payment.
5. Most of the customers are dissatisfied with the comfort ness of pillion rider and also
about the engine quality. So the company should design their bike in such a way
that it should satisfy the above said needs of the customer.

HERO HONDA
6. Most of the customers’ purchase their bikes are influenced the advertisements given
by the company. So the company should plan attractive advertisement which will
increase the company’s image as well as the sales for the company and also the
theme of the advertisement should be clearly mentioning the fuel efficiency of the
bike. Since most of the customers preferred fuel efficient bikes.
7. Most of the customers’ complaint about the engine noise problem, mileage problem
and chain problem and also when customers enquired about after sale service most
of them are neither satisfied nor dissatisfied. So the company should take the above
said problems into consideration and try to reduce the above said problems and also
try to improve the quality of service, which will increase the companies’ image and
also increase the sales for the company.
8. Most of the people are aware of HERO HONDA but not purchased it due to low
mileage problem. So the company should change the mind set of the customers by
introducing high mileage bikes and also increase the awareness of mileage by
developing suitable advertisements.
9. Most of the dealers prefer brand image as the main factor for availing the
dealership. In fact way the HERO HONDA had a good brand image and this factor
should be taken in a positive side and company should increase the dealer base in
semi –Urban and rural areas.
10. Most of the dealers said their vehicle only through financiers. So the company
should develop strategies to the up with all the financiers and also can develop a
preferred financial mark, which will increase the sales for the dealers.
11. From the survey it was found the dealers were given only 15 days credit and also
they stock only 26-50 bikes at any point of time. In the metro cities where they said
more than 250 bikes per month the dealer faces their stock out situation and the
customers are asked to wait for more than one week to two weeks for delivery. And

HERO HONDA
the main reason for this the low credit period offered by the Company. So the
company should develop better credit policies to increase the credit period which
will increase the stockage level and also the customers will be satisfied on
immediate delivery.
12. From the dealers view point advertising on Newspapers and magazines were found
to be effective. So the company should plan the areas, which will increase the sales
for the dealers.
13. The dealers are satisfied with the various services offered by the company but they
stayed neutral only on the delivery period of the vehicles. So the company should
develop appropriate strategies to deliver the vehicles in time.
14. Most of dealers received complaints on registration and delivery of the vehicle. So
the dealer has to deliver the vehicle with registration on the promised time. For
which the company has to create appropriate information system about the delivery
promised and delivered date there by it can reduce the customers complaints.

HERO HONDA
CONCLUSION
The results and findings of this research study clearly exemplifies the fact that an in-depth
market research study has been conducted and all the objectives set for the research work
has been fully accomplished and the analysis is also performed to the maximum extent
possible.
The study says that HERO HONDA is laying behind in occupying the marked in regard
with four stroke bike models. An in-depth study has been made on the aspects that
influence the lagging of the company in capturing the market.
HERO HONDA bikes customers are satisfied with the various features provided by the
company.
It was clear from the study that HERO HONDA MOTOR INDIA LIMITED has a good
image in the minds of the public. In addition to positive attribute, proper sales promotional
strategies, frequent and attractive advertisements, frequent visits by knowledgeable sales
officers and improved product attributes would attract more consumers, there by,
increasing the intention level of consumers to opt for HERO HONDA Bikes.

HERO HONDA
BIBLIOGRAPHY
1. Goel B.S., Marketing Research, Meerut, Pragathi Prakashan, 1996.
2. Gross, Banting, Meeredith & Ford, Business Marketing, U.S.A., Houghton Mifflin
Company, 1998.
3. Gupta S.P.,Statistical Methods, New Delhi, Sultan Chand and Sons Publishers,
1998.
4. Harper W. Boyd, Jr. Ralph Westfall, Stanley F.Starch, Marketing Research, New
Delhi, A.I.T.B.S., Publishers & Distributors (Regd), 1996.
5. Kothari C.R., Research Methodology, New Delhi, Vikas Publishing House Pvt.
Ltd., 1978.
6. Philip Kotler, Marketing Management – The Millennium Edition, New Delhi,

Prentice – Hall of India Private Limited, 2001.

HERO HONDA
APPENDIX – 1
CUSTOMER QUESTIONNAIRE
1. Name of the customers: ____________________________
Address : ___________________________
_____________________________
2 Age: a) Below 20 yrs b) 21-30 yrs
c) 31-40yrs d) 41-50 yrs
e) 51-& above
3 Occupation:
a) Business b) Profession
c) Student d) Employed
e) Others ________________

HERO HONDA
4. Monthly Income
a) Below 5000 b) 5000-8000
c) 8000-10000 d) 10000-& above
5. Which bike do you own?

a) Yamaha entizer b) Baja Pulsar
c) TVS Apache d) Hero Honda CBZ
6 When did you purchase the bike

a) Month_____________ b) Year____________
7. Mention the daily average KM, Your bike runs

a) Below 50 b) 50-60 c) Above 60
8. What is the fuel efficiency you expect?

9. Mention the average fuel consumption you are getting at present?

10. Did you considered any other bike as an alternative at the time at purchase
a) Yes b) No
If yes which bike______________
11. Did you test drive any other bike?

a) Yes b) No
If yes, which bike________________

HERO HONDA
12. Please mention your level of satisfaction with respect to the following features of your
bike
Features Highly Satisfied Neither Dissatisfied Highly
Satisfied satisfied nor dissatisfied
dissatisfied
Engine
Design
Handling
Braking
Mileage
Rider $
Pillion
Comfort
13. What Promotional factors influenced you to purchase your bike

a) Advertisement b) Reference by friends and relative
c) Family Decision d) Self Approach
e) Attractive Loan f) Exchange offer
g) Mechanic h) other
14. Rank the features you look for at the time of purchase (Rank from [1-6])
Price
Performance

HERO HONDA
Maintenance
Fuel efficiency
Finance scheme
Resale value
15. Did any schemes influence you while purchasing a bike

a) Yes b) No
If yes what types of schemes influence you ?
a) No down payment b) 0% interest
c) Free gifts d) Exchange

e) Other specify
16. Mention the mode of purchase you opted for purchasing your bike
a) Full payment b) Hire purchase
c) exchange scheme d) others(specify)
17. Rank the following bikes according to its features ( rank from 1-4)
Features/Bikes Entizer Apache Pulsar CBZ
Style and Build
Engine and Gear
Box
Handling
Fuel Efficiency
Comfort
Over
Performance
18. Rate the following attributes regarding after sale service of your bike (please tick the
relevance)
S.No. After sale Excellent Very Good Fair Poor
service Good
1 Warranty
2 Cost of

HERO HONDA
spares
3 Quality of
service
4 Prompt
delivery
5 Service
time
19. Did you face the following complaints (please tick the relevance)
Attributes Yes No
Starting problem
Oil Leakage
Engine Sound
Maintenance
Chain Problem
Mileage Problem
20. If you would like any changes made in your bike, what would you like it to be
a) Yes b) No
If yes please specify______________________
21. Suggestions if any ______________________

____________________

HERO HONDA
APPENDIX – II
DEALERS QUESTIONNAIRE
Name of the brand dealt with :

Name of the dealer :
Address :
1) Please mention the type of bikes you are dealing with
a) 2 Stroke b) 4 Stroke c) Both
Please, specify the vehicles

2 Strokes 4 Strokes
1. 1.
2. 2.
3. 3.
4. 4.
2) Please, mention how long are you in this business ?
a) Below 1 year c) 3-4 years

b) 2-3 Years d) 5 years & above
3. Specify the reasons for selecting this particular brand of bike dealership

HERO HONDA
a) Brand image c) High Market

b) Investment Capacity d) If other specify___________
4. Please mention the various ways by which you sell your more no: of bikes
a) Cash down scheme c) Through financiers
b) Easy & monthly installments d) Bike Exchange Meal

Executive Summary: Hero Honda

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HERO HONDA

Dept of MBA, M.V.J.C.E, Bangalore 1

Dept of MBA, M.V.J.C.E, Bangalore 2

Dept of MBA, M.V.J.C.E, Bangalore 3

community of brand ambassadors.

Dept of MBA, M.V.J.C.E, Bangalore 4

Dept of MBA, M.V.J.C.E, Bangalore 5

Engine and transmission

STATEMENT OF THE PROBLEM

Dept of MBA, M.V.J.C.E, Bangalore 6

OBJECTIVES OF THE STUDY

• To analyse the general factors about 100 cc bike dealership.

• To findout the mode of sales of the dealers.

• To analyse the dealers opinion about media effectiveness.

Dept of MBA, M.V.J.C.E, Bangalore 7

• To analyse the dealers opinion about customers preference on service.

• To findout the level of satisfaction on various services offered by the company.

SCOPE OF THE STUDY

Dept of MBA, M.V.J.C.E, Bangalore 8

Dept of MBA, M.V.J.C.E, Bangalore 9

different age, occupation, income etc.

Dept of MBA, M.V.J.C.E, Bangalore 10

200 samples were collect from various users of 100 cc bike.

Tools of analysis used for this study.

Dept of MBA, M.V.J.C.E, Bangalore 11

Dept of MBA, M.V.J.C.E, Bangalore 12

Degree of association test

Dept of MBA, M.V.J.C.E, Bangalore 13

The null hypothesis is

The variance ratio that be

F = between column since

KOLMOGOROV SMIRNOV Test (KS Test)

In the test tabulated value calculates by following formula.

Tabulated value = 1.36

Limitations of the study

Dept of MBA, M.V.J.C.E, Bangalore 14

The following table shows the respondents according to age

Dept of MBA, M.V.J.C.E, Bangalore 15

41% Below 30 years

Age Number Ofyears

Below 30 years 83 41.5

Above 40 years 33 16.5

Total 200 100

Occupation Number Of Respondents Percentage

Dept of MBA, M.V.J.C.E, Bangalore 16

Total 200 100

The following table shows the respondents according to income wise

Dept of MBA, M.V.J.C.E, Bangalore 17

Total 200 100

Market share of various bikes

Bikes Number Of Respondents Percentage

Dept of MBA, M.V.J.C.E, Bangalore 18

15 Hero Honda CBZ 80 40

Average distance traveled per day

Daily average KM’s the Number Of Respondents Percentage

Dept of MBA, M.V.J.C.E, Bangalore 19

20 Total 200 100

Fuel efficiency expected for 100 cc bike

Fuel efficiency expected Number Of Respondents Percentage

Dept of MBA, M.V.J.C.E, Bangalore 20

20 Total 200 100

Mileage given by 100 cc bikes

Mileage you are getting Number Of Percentage