CONTENTS

CHAPTER I II III IV V VI VII TITLE INTRODUCTION INTRODUCTION TO THE PROBLEM PAGE NO. 1-2 3-4

CUSTOMER SATISFACTION - OVERVIEWS 5-10 INDUSTRY PROFILE METHODOLOGY ANALYSIS AND INTERPRETATION FINDINGS AND SUGGESTIONS ANNEXURE BIBLIOGRAPHY 11-17 18-20 21-52 53-56 57-61 62

LIST OF TABLE
TABLE NO 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 TABLE NAME
Age group of customers Gender of customers Income group of customers Occupation of customer The duration of usage of Honda Activa The factors for preference The source of information The satisfaction of customers about the Honda Activa Whether the vehicle providing enough safety measures to the customers The customers opinion of performance of Honda Activa The customers opinion about mileage The customers opinion about style The customers opinion about pick-up The customers opinion about behaviors of technicians and officials in service centre The customers opinion about colour The customers opinion about resale value The customer opinion of availability of spare parts The customers preference of dealership facility The customers opinions of working with the sales person The attitude of customers of finance process at showroom The customers opinion of delivery timing by the dealer The customers opinion of service quality of service centre

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The opinion about the price of the product The customers opinion about the price of spare parts Table showing the customers preference about to repair the vehicle The customers mode of purchase Whether the customers recommend the Honda Activa to relatives and friends The magnitude of suggestions to improve

48 49 50 51 51 52

LIST OF FIGURES
FIGURE NO 1 2 3 4 5 6 7 8 9 10 11 12 13 FIGURE NAME
Age group of customers Gender of customers Income group of customers Occupation of customer The duration of usage of Honda Activa The factors for preference The source of information The satisfaction of customers about the Honda Activa Whether the vehicle providing enough safety measures to the customers The customers opinion of performance of Honda Activa The customers opinion about mileage The customers opinion about style The customers opinion about pick-up

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