A Final project report on Customer Loyalty Study of Hero Honda Bike

SUBMITTED TO Punjab Technical University In partial fulfillment of the requirement for the Degree of Master in Business Administration

Submitted To: Mr.Rajan Sharma Lecturer in MBA Deptt.

Submitted by: Amandeep MBA 2nd YeaR Roll No.2102/09 Univ Roll No.90232233216

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 Gorgon in Haryana and the third state of the art manufacturing facility was inaugurated at Hardwar, 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 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.'' Hero Honda 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.

PRODUCT PROFILE

General information Model: Year: Category: Rating: Hero Honda Passion Pro 2010 Sport 60.9 out of 100. Show full rating and compare with other bikes

Engine and transmission Displacement: Engine type: Power: Torque: Compression: Bore x stroke: Fuel system: Fuel control: Ignition: Cooling system: Gearbox: Transmission type, final drive: Clutch: 97.50 ccm (5.95 cubic inches) Single cylinder, four-stroke 7.37 HP (5.4 kW)) @ 7500 RPM 8.04 Nm (0.8 kgf-m or 5.9 ft.lbs) @ 4500 RPM 9.0:1 50.0 x 49.5 mm (2.0 x 1.9 inches) Carburettor OHC Digital CDI Air 4-speed Chain Multiplate, wet

Chassis, suspension, brakes and wheels Front suspension: Telescopic

Rear suspension: Front dimensions: Rear dimensions: Front brakes: Front diameter: Rear brakes: Rear diameter: brakes brakes tyre tyre

Swing arm 2.75-18

3.00-18 Expanding brake (drum brake). Optional disk brake 130 mm (5.1 inches) Expanding brake (drum brake) 130 mm (5.1 inches)

Physical measures and capacities Dry weight: Weight gas, etc: incl. oil, 119.0 kg (262.4 pounds) 130.0 kg (286.6 pounds)

Power/weight ratio: 0.0619 HP/kg Overall height: Overall length: Overall width: Ground clearance: Wheelbase: Fuel capacity: Reserve capacity: Other specifications fuel 1,060 mm (41.7 inches) 1,980 mm (78.0 inches) 720 mm (28.3 inches) 159 mm (6.3 inches) 1,235 mm (48.6 inches) 12.80 litres (3.38 gallons) 1.00 litres (0.26 gallons)

Starter: Color options: Comments: Further information Parts accessories Ask questions Insurance, tests Related bikes and

Electric & kick Green, blue, red, black, silver Optionally without electric start.

Check out parts and accessories from our other partners. Join the 10 Hero Honda Passion Pro discussion group.

loans, Check out insurance here. Search the web for dealers, loan costs, tests, customizing, etc. List related bikes for comparison of specs

REVIEW OF LITERATURE

Dec 8, 2010 ... Posted: 08 Dec 2010 06:21 AM PST .... Sharma's Review On Hero Honda Karizma & Bajaj Pulsar 220 DTS Fi ... Usually Yamaha includes only its customers to participate in such ... inculcate a sense of consumer loyalty towards their brand which ... back then in early 2000's, and upgraded Ridley's Sriram on LinkedIn. ... Shoppers' Stop Ltd. in 2000 from the initial investor India Book House Ltd. Sriram stepped ... He curated the Kala Ghoda Literature Festival from 2005 to 2010. ... Past: AVP (Research & Consulting) at TransGraph Consulting Pvt. Ltd., Senior Analyst at . (Received 12 September 2009; accepted 23 Janaury 2010). Abstract. The purpose of the ... Keywords:Customer Eveluation, Brand Image, Quality ... techniques are suggested in the literature to ..... Hero Honda Motors Ltd (HHML), Bajaj. Auto Ltd (Bajaj Auto) and TVS Motor ..... loyalty and positive word-of-mouth May 2, 2009 ... The price is Rs. 2000 above the FZ16's cost. Yamaha FZ S ... This is quite enough to get more customer loyalty and add new ... I analysed much this month on Bajaj Pulsar new model, Honda Unicorn , TVS Apache , Yamaha FZ-S , Honda Stunner and CBR ... Volkswagen Vento: Test Review December 05, 2010 . Nov 25, 2009 ... 13 Hero Cycles Limited Hero Honda Motors Limited Hero Cold ..... This has helped Hero Cycles develop immense brand loyalty and customer satisfaction. .... Hero Cycles was ranked 3rd amongst top Indian Companies Review 2000 . ... 38 CHAPTER 3 39 Literature review Ball and Brown (1968) were the first ... May 6, 2008 ... Customer loyalty has been universally recognized as a valuable asset .... Nearly 30 years after loyalty first appeared in the academic literature, ..... Indica Xeta, Bajaj Pulsar, Hero Honda CD 100 and gold coins ..... Article: NETTING LOYALTY Article from:Grocer | Article date:October 07, 2000 Is ... Nov 30, 2008 ... Customer Value Exchange Loyalty (If Exchange not Applicable) .... Songs, Review, Story, MP3, Download, Trailer, Wallpaper, Picture .... NII invites application for Ph.D. Programme for the Academic Year 2009-2010 .... Bajaj Auto Ltd, India's second-biggest motorcycle maker after Hero Honda has ...

Hero Honda contributes 50% motorcycles to the market. In it Honda holds 46% ... per cent lower than in the West, have grown at 25% a year between 2000 to 2005. ... environmental issues, web usage, lead management and customer loyalty. ..... car buying behavior of customers were generated based on literature review According to a survey done by Partners in Change 2000, which covered 600 ..... Hockerts, K., Morsing, M., "A Literature review on Corporate Social ... McDonald, L.M. (2008), "Corporate social responsibility and bank customer satisfaction: A .... Hero Honda Auto-mobile Do something for Indirect community from whose system. . Limitation of the study 17 2 Review of the literature 18 3 Expansion strategy of .... NO 13131361 Mancheswar sq.ft 746 sq.ft Harapriya 1 2000/- Enclave Backside of 26 .... in 2010; would like more space devoted to mall and multi-plex. ... the transition period, either out of loyalty or inconvenience of switching. Davis, 2000: ... to maximize the customer-brand relationship, .... On review of the literature we see that family decision-making process has been ..... These trust levels are not only associated with brand equity and band loyalty but also ..... Hero Honda being the key player. Bajaj by far is the number one ... We are very excited to launch Audire - the IIM ABC Consulting Review, joint effort of the ..... off in other ways: the share of Hero Honda in ... dramatic shift in fortune from March 2000 when it ..... customer base of both the standards by laying out ..... entrepreneurship literature, it is clear that a key . Safeway's ABC Card was discontinued in 2000.[11] Airlines, Hotels and other loyalty schemes also offer cards. ... i-mint is India's largest coalition loyalty program, claiming 9 million members[16] and 1500 network partners, with 120 billion INR of sales generated through i-mintcards in 2009.[17] In June 2010,

Customer's impression regarding such products will enhance the tendency to shift ... because the resulting brand loyalty lowers customers' sensitivity to price. ... use of a differentiation strategy are Hero Honda, Asian Paints, HLL, ... in their 1999 Harvard Business Review article "Creating New Market Space".

OBJECTIVES OF THE STUDY 

To analyze the promotional factors influencing and various features preferred by the customer at the time of purchase of the bike.  To analyze the level of satisfaction on the various features of their 100 cc bikes.  To find out the mode of purchase opted by the customer and opinion about various schemes of bike purchase.  To analyze the various general complaints about the bike and also to find out their opinion about the after sales service.  To analyze the dealers opinion about customers preference on service.  To find out the major areas on which the dealers receive complaints from customer.

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 is followed in order to evaluate the performance of HERO HONDA bikes among the customers sector. Data collection For the purpose of study, both primary and secondary sources are required. 1) PRIMARY SOURCES Primary data required for conducting a survey, where in existing customers will be given questionnaire and the required data will be collected. 2) SECONDARY SOURCES Secondary data required for conducting this research study will be collected from various marketing research books, company broachers, statistical books, journals, magazines, journals published. Sample size A Total of 150 samples have been selected for the study. Sampling method In this study systematic random sampling method is used where in every customer will be selected and conducted survey in the RTA (Road Transport Authority) for customer sector. Sample media Sample media for the present research is conducted through personal interview guided by questionnaire design.

BIBLIOGRAPHY

http://bikeadvice.in/hero-honda-passion-pro-review/ http://www.herohonda.com/
www.hcrmservices.com

www.herogroup.com http://www.answers.com/coustomer+Loyalty+study+Hero+honda+review+litreature. Marketing Management :Philip Kotler (10th edition) Pearson education Pvt. Ltd.

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