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CUSTOMER SATISFACTION AT BASAVESHWARA MOTORS

CONTENTS
Executive summary Introduction Hero Honda auto limited Martad motors & group of companies Sales procedure Market share of two wheelers Profile of town Town details Investments Customer Satisfaction (theory) Methodology & research design Data analysis & interpretation Summary of findings, conclusions & Annexure Bibliography

Organization summary

Recommendations & limitations of the study

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Executive summary
I have conducted a study on Customer Satisfaction by studying the overall administration. During the course of my studies, I got detailed information about Basaveshwara Motors; its organization & administration. I have analyzed the sales & service procedure of the company. I have collected the data by random sampling method. I have placed conclusions with some recommendations. Because of time constraint I have judged the customer satisfaction with limited ratios & study of problem in brief.

OVERVIEW OF TWO- WHEELERS MOTORS


History:
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The Britannica Encyclopedia describes a motorcycle or tricycle propelled by an internal- combustion engine (or less often by an electric engine). The motors as mini bikes, scooters, & mopeds or motorized velocipedes, are usually air-cooled and range from 100 to 250 cc (1.5 to 15 cubic inches) in displacement, the multiple-cylinder motorcycles have displacements of more then 1300 cc. The automobile was the reply to the 19th century dream of self-propelling the horse-drawn carriage. Similarly the invention of the motorcycle created the self-propelled bicycle. The first commercial design was a three wheeler built by Edward Butler in Great Britain in 1884. This employed a horizontal single-cylinder gasoline mounted between two steer able front wheels and connected by a drive chain to the rear wheel.

The 1900s saw the conversion of many bicycles, or pedal cycle by adding small, centrally mounted spark ignition engines. There was then felt the need for reliable

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constructions. This led to road trail tests & competition between manufacturers. Tourist trophy (TT) races were held on the Isle of Man in 1907 as reliability or endurance races. Such were the proving ground for many new ideas from twostroke-cycle designs to supercharge, multivalve engine mounted on aerodynamic, carbon fiber reinforced bodywork

Origin of Motor - Scooters.


Edward Butler, an Englishman, built the 1st motor tricycle in 1884. The 1st gasoline-engine motorcycle to appear
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publicly was built by Gottlieb Daimler, of Bad Cannstatt, Germany in1885. The French and Belgians, followed by British, German, Italian, & American makers, designed the 1st practical engines and motorcycles. The popularity of the vehicle grew, especially after 1910. During World War I all branches of the armed forces in Europe, principally for dispatching, used the motorcycle. After the war it enjoyed a sport vague until the Great Depression began in 1929. After World War II a revival of interest in motorcycles lasted into the late 20th century, with the vehicle being of high-speed touring & sport competitions. The practice of attaching auxiliary engines to bicycles in Western Europe & parts of US led to the development during the 1950s of a new type of light motorcycle, the moped. Originating in Germany as a 50 cc machine with simple controls & low initial costs, it was largely, free of licensing and insurance regulations except in Great Britain.

The more sophisticated motor scooter originated in Italy soon World War II, led by manufacture of a 125cc mode. Despite strong
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competition Austrian, &

from

West

Germany, the Italian

France, scooters

Britain,

maintained the lead in the diminishing market. The scooter has small wheels from 20 to 36 cm (8 to 14 inches) in diameter, and the rider sits inside the frame. Power units are placed low & close to the rear wheel, which does level gearing or chain drive. Capacities vary from 100 to 250 cc & four- speed gearing is common.

INTRODUCTION TO HERO HONDA AUTO LTD


The HERO HONDA Group came into existence during the turmoil & the euphoria of Indias freedom struggle. Jamnalal j, founder of the HERO HONDA group, was a
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confidant & disciple of Mahatma Gandhi, & was deeply involved in the effort for freedom. The integrity dedication resourcefulness & the determination and to succeed which are the characteristics of the company today, are often tracked back to its births during those long days of relentless devotion to a common cause. Kamalnayan, the eldest son of Jamnalalj, succeeded his father in 1942, at the age of twenty-seven. Putting the nation before business, he devoted himself to the latter only after India achieved Independence in 1947, but when he did so, put his heart and soul into it. Within a short while, he not only consolidated the Group, but also diversified into various manufacturing activities, elevating the Group to the status it enjoys till this day. Rahul today heads the Group. He has been the Chief Executive Officer of Hero Honda since 1968 and is recognized as one of the most outstanding business leaders in India. As dynamic and ambitious as his illustrious predecessors, he has been recognized for his achievements at various national and international forums. Hero Honda is currently Indias largest two and threewheeler manufacturer and one of the biggest in the world. Hero Honda has long left behind its annual turnover of Rs.72

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million (1968), to currently register an impressive figure of Rs.42.16 billion (US$ 936 million).

Board of Directors
Rahul Sharma Madhur Guptha Chairman Vice Chairman & Whole
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Time Director Rajiv jain Sanjiv K Kantikumar.R.Podar Shekar Khanna D.J. Balaji Rao D.S.Mehta J.N.Godrej S.H.Khan Mrs. Suman Kirloskar Naresh Chandra Nanoo Pamnani Rarun Das Manish Kejriwal Managing Director Executive Director Director Director Director Whole Time Director Director Director Director Director Director Director Director

Committee of the Board Audit Committee S.H.Khan J.N.Godrej Chairman

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Nanoo Pamnani D.J. Balaji Rao Naresh Chandra Shareholders & Investors Grievance Committee D.J. Balaji Rao J.N.Godrej Naresh Chandra Remuneration Committee D.J. Balaji Rao S.H.Khan Naresh Chandra Registered under the Indian Companies Act, VII of 1913 REGISTERED OFFICE WORKS Akurdi, Pune 411 035 Akurdi, Pune 411 035 Hero honda Nagar, Waluj Aurangabad Chakan Industrial Area, Chakan, Pune. Chairman Chairman

INTERNATIONAL MARKETING
Based on our on brand of globalization, we have built our distribution network over sixty countries worldwide and

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multiplied our exports from 1% of total turnover in Fiscal 1989-90 to over 5% in Fiscal 1996-97. The countries where our products have a large market are USA, Argentina, Colombia, Peru, Bangladesh, Sri Lanka, Italy, and Sweden, in Urguay with 30% of the motorcycle market and in Bangladesh with 95% of the three- wheeler market. Several new models are being developed specially for global markets and with these we will progressively endeavour to establish our presence in Europe too. In countries where we perceive a good market potential, we seek a tie up with one of the major industrial establishment, which would be in a position to invest in the project and which would also entire manufacturing activities apart from marketing, distribution after sales services through wellestablished nation-wide network. We offer a full range of services to such business partners. Training in sales, service and spare parts management based on the Hero Honda Distribution system. Active in setting up manufacturing facilities overseas including of technical know how. Assistance in setting up an assembly plant for assembly of vehicles from completed knocked down (CKD) how.

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Select machinery and equipment, training of technical personal, all in a phased manner as required by the regulation in the recipient country.

ACCOMPLISHMENT:
Hero honda Auto continued to be Indias largest exporters of two. During 2004-05 it exported 1, 96,710 two & three wheelers which represented a growth of 26% over 2003-04. Export now consists 11% in volumes terms & 12% of its value of net sales.

R & D OBJECTIVES AND SET-UP


The objective of Hero honda Autos R&D is to contribute towards making life a better experience for society

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as a whole. At Hero honda auto, we intend to achieve this objective by giving priority to environmental concerns, which include minimizing toxic emissions and optimizing the use of natural resources while also keeping in mind the exact requirements of the customers in a fast changing world racing towards modernization. We intend to use R&D not only to develop products better and faster, but also to evolve technologies that are ecofriendly, more fuel efficient and cost effective. Our strength in R&D comprises 500 dedicated professionals who work as team members on a platform concept. These platforms comprise of engineers skilled in product engineering, manufacturing engineering, component

development, project management and quality assurance. The primary objective of these platform is to develop newer, better, more efficient and less polluting vehicles for both Indian and International market. Hero honda foreign technology partners, like Kawasaki, Kubota and Tokyo R&D, collaborate closely with the platform teams, with transfer of latest technology and R&D assistance. Our designs are also subjected to an exacting a critical assessment from our technology partners.

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INTRODUCTION TO BASAVESHWARA MOTORS (AUTO SERVICE CENTER) ILKAL.


BASAVESHWARA MOTORS is an authorized Service dealer of HERO HONDA COMPANY LTD for the marketing of spares, services, repairs of Hero honda vehicles. Basaveshwara motors commenced operation from 4th April 2009 at Ilkal with a goal to sell Hero honda vehicles and Hero honda Genuine parts and to provide the top quality after sale service to their customers. Basaveshwara motors at Ilkal have a 2240 Sq.m land opposite to J B HOSPITAL in Joshi Galli with spares department and state of the art workshop.

ORGANIZTION CHART
PROPRIETOR
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SR.MECHANIC SUPERVSOR SKILLED HELPER

MANAGER

CLERK/COMPUTE STORE KEEPER R OPERATOR

CUSTOMER SATISFACTION AT BASAVESHWARA MOTORS

STRENGTH
SALES MANGER SERVICE ENGINEER SPARES INCHARGE SENIOR MECHANIC SPARES ASSISTANT SKILLED LABOURS HELPER WASHER TOTAL ONE THREE ONE TWO THREE TWO FOURTEEN ONE ONE

DEALERSHIP & OPENING OF THE SERVICE STATION

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BASAVESHWARA MOTORS have got the dealership for a HERO HONDA AUTHORISED SERVICE STATION on 30th JAN 2009 through the Hero honda Auto Ltd., and started Service Station in the presence of Mr. B.M. Kulkarni and Mr. Umesh Chandratre. Some of the memorable moments of the opening ceremony of service station are below,

SALE PROCEDURES
1) Showroom & field sales

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Showroom field executive attends inquiry of customers entering in to the showroom & field executive visit the customers & handle inquiry & supplying the required & demanded information to them. If required they give demonstration of vehicles & distribute vehicles catalogue sent by Hero honda Company limited. They then follow the procurement of order & where as the field sales executive coordinates between the customer and the company. Then they meet the owner of vehicles including their customers & explain them about spares availability & service facility in the company & convince them bring their vehicle to the workshop for service/repair. 2) Issue of Pro-forma invoice: Customers are given pro-form invoice if needed by sales executive with explanation about different models, colours places & booking procedures, delivery procedures & time. 3) Booking of Vehicles: At the time of booking customers comes with the payment order booking form will be filled up by the sales executive with the customer details, giving a vehicle

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allotment number, payment and vehicle details taking customers signature on it one copy of the same & the copy of payments acknowledgement receipt will be given to the customer. Their other copies, along with the letter from bank /financial & customers proof address will be kept in the customers file. 4) Procurement of vehicles: Funds will be remitted to Hero honda Company as and when required. The vehicles will be lifted against L.C. after receiving vehicles from Hero honda Company; all the details will be entered in to vehicles receipt registered & also fed into the computer. All new vehicles undergo pre-delivery inspection before delivery to customers. 5) Allotting of vehicles & sending intimation to customers: Vehicle will be allotted to the customers & then intimation letter is sent to them, which would contain vehicle delivery date, expected documents & balance payment to be paid. 5) Delivery of vehicles:

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Invoice, sale letter & gate pass will be prepared & customers signature is taken on the sale letter at the time of delivery. Required help will be provided in case of registration of the vehicle & also in case of insurance, as special services provided to the customers. Lastly, new vehicle delivery note is filled & customers signature is taken on it, when the customers takes actual delivery of the vehicle. 6) Post-delivery follow-up: Tele-marketing executive will call up local customers to check for the responses are recorded accordingly. Any complaints received will be referred immediately to the concerned department head.

Service Procedure
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Service activities start with the entry of customer into the front office workshop Department. The customers have to handle their queries with concerned workshop staff with opening of job card & the vehicle is booked for service depending upon the workload. The vehicles will be then thoroughly inspected properly in front of the customers & then the requirements will be explained to the customers with fault severity. Then the job cards are opened & the repairs/service demanded by the customers is entered. The estimated cost & the estimated delivery time shall be clearly explained to the customers. If in case there is a detection of any fault in the vehicle, that needs repairs, then the same will be done at extra cost & extra delivery time, by intimating priory to the customer vesbally or through mail.

BASAVESHWARA MOTORS SERVICE


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In the beginning very few numbers of services per day, but slowly with hi-tech services are increased highly. Below is the chart, which shows you the service in station per month.

350 300 250 SERVICES 200 150 100 50 0 Aug Sep Oct MONTHS Nov Dec
Series 1

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INFRASTRUCTURE, HIRARCHEY OF THE SERVICE STATION


As ILKAL is a growing town, also built a service station to meet all the needs of BASAVESHWARA MOTORS customers. BASAVESHWARA MOTORS service station is located in the heart of the town near by the NH 13 opposite to the J B HOSPITAL campus. Basaveshwara motors have built up service station in a total area of 5000 sq ft. & in that the built up area is 2500 sq ft.

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PROFILE OF ILKAL TOWN


About 30 years ago ILKAL known for the handloom silk sarees where every house had handloom industry. This saree is a prime requirement in all marriage in northern part of Karnataka and some parts of Maharastra. By the time the whole world was fascinated by lustrous and unmatched look of Balakundi pink granite. Initially only few companies who are pioneer in granites have started exploration & export of granites. Slowly people got awareness about granite quarrying export market and high profit margin have entered into granite quarrying. Now there are about 150 quarries situated around ILKAL town & contributing more then 30% share of total granite export of INDIA. Hence ILKAL is well-progressed town since its name is well known in the international market. Besides there are about 30 to 40 granite tile cutting and polishing factories at outskirts of ILKAL & nearby villages. As all the quarries are situated at interior places. Four wheelers cannot go to operating areas hence two wheelers have become inevitable of all quarry owners. Besides all these the population of the town is more then 85000 & it is the major growing town in Hungund taluk
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Due to above all, life standards of people is above average & hence has a better purchase capacity. And ILKAL is attached to about 15 major villages and thereby floating population is highly appreciable. Hence ILKAL is the proposed town of taluk therefore there is a strong feeling with public that there is a huge scope for sales promotion of Hero honda vehicles and hence good opportunity for after sales service and sales. At present there are two dealers of motor vehicle at ILKAL, one is BAJAJ sales and service showroom and another one is TVS SUZUKI sub dealer. Therefore it is an opportunity for us to people in a better way through HERO HONDA (i.e. DESH KI DHADKAN).

TOWN DETAILS
1. Population of Town : 100,000 (Approx)
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2. Status of Town Taluk

Major town in Hunagund 18,000 (Approx) : Bijjal Dealer

3. No. of two wheelers in town & : surrounding areas 4. Other two-wheeler dealers in Ilkal 5. Nearby places

TVS Suzuki Dealer (sub) : Alamatti, Aminagad, Balakundi, Dotihal, Kushtagi, Gajendraged, Hanamasagar, Nandawadagi, Mudgal, Lingasugur, Hunnagund, Gudur. 6. Floating population 7.General occupation : 15,000 (Approx) : Granite Quarrying, Granite tiles factory, Handloom industries, Power looms, Agriculture, Government officials working in Ilkal.. MARKET SHARE OF TWO-WHEELERS
HONDA HERO HONDA TVS YAMAHA OTHERS TOTAL

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CUSTOMER SATISFACTION AT BASAVESHWARA MOTORS 2880 2880 720 360 360 7200

PRE-DEALERSHIP PERIOD
HONDA BAJAJ TVS YAMAHA OTHERS TOTAL

Market share has been increased to 5% within a period of 8 months. HONDA HERO 4500 TVS YAMAHA OTHERS TOTAL 300 200 10000 HONDA 4500 500

POST-DEALERSHIP PERIOD
HONDA HONDA BAJAJ TVS YAMAHA BAJAJ OTHERS TVS YAM AHA OTHERS TOTAL

TOTAL

Customer Satisfaction

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Defining customer value & satisfaction. Over 38 years ago, Peter Dhuker observed that a companys first task is To create customers However, customers face a vast array of products and brand choices, price & suppliers. How do they make their choices? We believe that our customers estimate which offer will deliver the most value. Customer are value maximizes within the bounds rich costs & limited knowledge, whether or not the offer lives up to value expectation affects both satisfaction and repurchase probability.

Customer Perceived Value:


Our premise is that customer will buy from the firm that they see as offering the highest perceived value. Customer perceived value (CPV) is the difference between the prospective customers evaluation of all the benefits and all the costs of an offering & the perceived alternatives. Total customer value is the perceived monetary value of the bundle of economic, functional & psychological benefits customers expect from a given market offering. Total customers cost is the bundle of costs customers expect to incur in evaluating, obtaining, using & disposing of the given market offering.
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Total Customer Satisfaction:


Whether the buyer is satisfied after the purchase depends on the offers performance in relation to the buyers expectations. In, general satisfaction is a persons feeling of pleasure or disappointment resulting from compiling a products perceived performance (or outcome) in relation to his or her expectations. If the performance falls short of expectations, performance matches the expectations, the customer is satisfied. If the performance exceeds expectations, the customer is highly satisfied or delighted The link between customer satisfaction and customer loyalty is not proportional. Suppose customer satisfaction is rated on a scale from one to five. At a very low level of customer satisfaction (level one), customers are likely to abandon the company and even bad mouth it. At levels two to four, customers are fairly satisfied but still find it easy to switch when a better offer comes along. At level five, the customer is very likely to repurchase & even spread good word or delight creators an emotional bond with the brand or company not just a rational preference. Measuring satisfaction although the customer centered firm seek to create high customer satisfaction, that is not its
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main goal. If the company increases customer satisfaction by lowering its price or increasing its service, the result may be lower profits. The company may be able to increase its profitability by means other than increased satisfaction (for example, by improving manufacturing processes or investing more in R&D) Also, the company has many stake holders including employers, dealers, suppliers, & stock holder. Spending more to increase customer satisfaction might divert funds from increasing the satisfaction of their Partners. Ultimately, the company must operate on the philosophy that it is trying to deliver a high level of customer satisfaction subject to delivering acceptable levels of satisfaction to the other stakeholders, given its total resources.

Attracting customers:
Today customers are becoming harder to please. They are smarter, more price conscious, more demanding, less forgiving, & they are approached by many more competitors
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with equal or better offers. The challenge, according to Jeffery Gitomer is not to produce statistical customers; several competitors can do this. The challenge is to produce delighted & loyal customers. Companies seeking to expand their profits & sales have to spend considerable time and resources searching for new customer. To generate leads, the company develops ads & places them in media that will reach new prospects, it sends direct mail & makes phone calls to possible new prospects; its sales people participate in made shows where they might find new leads; & so on. All this activity produces a list of suspects. To motivate its employees to serve the customers well, it displays the following poster prominently around its office.

Who is a customer? A customer is the most important person ever in this office. In personal by mail. A customer is not dependent on us.. We are dependent on him

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A customer is not an interruption at our work . He is the purpose of it. We are not doing a favor by serving him .. he is doing a favor by giving us the opportunity to do so. A customer is not someone to argue. Or match wins with. Nobody ever won an argument with the customer. A customer is a person who brings us his wants. It is our job to handle them profitably & to ourselves.

Forming strong customer bonds: The Basics


Companies that want to form strong customer bonds need to attend to the following basics. Get cross-departmental participation in planning and managing the customer satisfaction and retention process. Integrate the voice of the customers in all business decisions. Create superior products, services, and experiences for the target market. Organize & make accessible a database of information on individual customer needs, preferences, contacts, purchase frequency & satisfaction.

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Make it easy for customer to reach appropriate company personnel and express their needs perceptions and complaints. Tools for tracking & measuring customer satisfaction: -Complaint & suggestion systems: A customer-centered organization makes it easy for customer to register suggestion and complaints. Some customer-centered companies- P&G, General Electric, and Whirlpool- establish hotlines with toll free numbers. Companies are also using web & E-mail for quick, two- way communication. -Customer satisfaction surveys: Studies show that although customers are dissatisfied with one out of every four purchases, less than 5% will complain, most customers will buy test or switch suppliers. Responsive companies measure customer satisfaction directly by conducting periodic surveys while collecting C.S data, it is also useful to ask additional questions to measure repurchase intention & to measure the likelihood or willingness to recommend the company and brand to others. Host shopping:

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Companies can hire people to pose as potential buyers to report on strong & weak points experienced in buying the companys & competitor products. These shoppers can even test how the companies sales person handles various situations. Managers themselves should leave their offices from time to time, entire company and competitors sales situations where they are unknown, & experience first hand treatment they receive. A variant of this is for managers to phone their own company with questions & complaints to see company with questions & complaints to see how the calls are handled. Lost customer analysis: Companies should contact customers who have switched to another supplier to learn why this happened. Not only this, it is also important to conduct exit interviews when customers first stop buying, it is also necessary to monitor the customer lost rate.

DETERMINANTS OF CUSTOMER DELIVERED VALUE


Customer delivered value Babasabpatilfreepptmba.com Image value Personnel value Service value Product value Total customer value - 33 Psychic cost Energy cost Time customer Monetary Total cost cost cost

CUSTOMER SATISFACTION AT BASAVESHWARA MOTORS

METHODOLOGY
A) TOOLS OF DATA COLLECTION:
The data collected for the purpose of analysis include both primary and secondary data. Primary data The primary data has been collected at first hand through direct personnel interviews, using unstructured questionnaires. The information is collected from sampling that allows concentrating upon relatively small number of people &
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hence devoting more energy to ensure that the information collected is accurate one. Secondary data The manuals, periodicals of the company, financial statements published in the annual report of the company & some text books constituted the source of secondary data. B) Tools for data analysis Sampling: * Population It includes all the customer of Basaveshwara motors, Ilkal sample frame. Customers of Basaveshwara motors residing in Ilkal & Hungund. *Sample size: 50 customers of Basaveshwara motors. *Businessmen 25 , *Professions 15, *Students 10, Total 50

DATA ANALYSIS
1) Which Hero honda vehicle do you own?

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100 90 80 70 60 50 40 30 20 10 0 Customer respondent

a) CD DELUX b)SPLENDOR c)GLAMOR d) CBZ Xtreme e) Others Total

Model a) CD DELUX b) SPLENDOR c) GLAMOR d) CBZ Xtreme e) Others Total

Customer respondent 16 14 8 3 9 50

Percentage (%) 24 16 32 12 16 100

2) Who influenced during the purchase of vehicles?

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100 90 80 70 60 50 40 30 20 10 0 Re sponde nts

a) own b) Family me mbe rs c) Friends d) De ale rs e ) Adv e rtise me nt Total

Attributes a) Own b) Family members c) Friends d) Dealers e) Advertisement Total

Respondents 13 23 5 5 4 50

Percentage (%) 52 12 20 0 16 100

From the above chart 52% of the customers have taken their own decision, 20% of the customers have influenced by friends & 16% of the customers have influenced by advertisements & 12% of the customers have influenced by family members, surprisingly dealers or sales persons influence no customers.

3) What do you look during the purchase of vehicle?

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100 90 80 70 60 50 40 30 20 10 0 Respondents Factors a) Style b) Mileage c) Price d) Powerful engine e) Brand name & service f) Total Respondents 18 14 5 5 13 50 powerful engine brand name & service total Style mileage price

Percentage 32 56 0 4 20 100

56% of the customers prefer mileage, 32% of the customers prefer style of the vehicle, 20% of customers prefer brand name & service provided by the company, 4% of the customers prefer powerful engine during purchase of vehicles.

5) Rate of Hero honda auto services:

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100 90 80 70 60 50 40 30 20 10 0 Respondents Excellent Good Ok Poor Total

Attributes a) Excellent b) Good c) Ok d) Poor Total

Respondents 24 11 8 7 50

Percentage (%) 16 44 32 8 100

Above chart shows that 44% of customers have rated good, 32% of customers have rated ok, 16% of the customers have rated excellent & 8% of the customers said poor.

6) What do you think about Hero honda advertisements?

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100 90 80 70 60 50 40 30 20 10 0 Respondents Enthusiastic Good Poor Neutral Total

Attributes Enthusiastic Good Poor Neutral Total

Respondents 15 25 8 2 50

Percentage (%) 20 60 4 16 100

From above chart 60% of customers said good, 20% of the customers said enthusiastic 16% of customers told neutral & 4% of the customers said poor. Overall the effect of Hero honda advertisements is good.

6) Rate your purchasing experience with Basaveshwara motors.

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100 90 80 70 60 50 40 30 20 10 0 Respondents Excellent Good Fair Poor Total

Rating Excellent Good Fair Poor Total

Respondents 23 15 6 6 50

Percentage (%) 12 60 24 4 100

60% of the customers said good, 24% of customers said fair, 12% of customers said excellent & 4% of customers Said poor.

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CUSTOMER SATISFACTION AT BASAVESHWARA MOTORS 7) Problems faced while purchasing of new vehicle.

100 80 60 40 20 0

Non availability of models Non availability of finance Lack of timely delivery No problems Total customers Customers Percentage (%) 4 4 0 92 100

Problems

Non availability of 10 models Non availability of 15 finance Lack of timely delivery 8 No problem Total 22 50

Its surprising that 92% of customers not have any problems while purchasing of new vehicles, only 4% of customers faced non-availability of models & non-availability of finance.

8) Recommend factors to purchase of Hero honda vehicles.


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100 80 60 40 20 0 Customers Definitely recommend Probably recommend Definitely not recommend Total

Factors Definitely recommend Probably recommend

Customers 22 15

Percentage (%) 88 0 12 100

Definitely not recommend 13 Total 50

From the above chart we can say 88% of customers recommend definitely & 12% of customers will not recommend definitely.

9) Rate the Basaveshwara motors sales procedure.


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CUSTOMER SATISFACTION AT BASAVESHWARA MOTORS

100 90 80 70 60 50 40 30 20 10 0 Customers
Attributes Excellent Good Ok Poor Total Customers 17 20 10 3 50 Percentage (%) 28 32 40 0 100

Excellent Good OK Poor Total

The above chart conclude that 40% of customers rated as ok, 32% of customers rated as good, 28% of customers said excellent.

FINDINGS
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From survey around 32% customers have purchased


Hero honda splendor, 24% of the customers purchased CD-DLX because of its new model& mileage & remaining customer purchase other vehicles of Hero honda. Around 52% of customers have taken their own decision during the purchase of vehicle. The family influenced is 12% & 20% of the customers influenced by friends & dealers influenced only 16% of people influenced by advertisements & not a single percent of customers.

44% of customers said service provided by Hero honda


motors is good, 32% of them said ok, 16% of customers said excellent & remaining 8% of customers said poor.

The Hero honda advertisements are very attractive 60%


of customers said good 20% of the customer said enthusiastic, 16% of people said neutral & remaining 4% of customers said poor. Around 60% of customers are highly satisfied & 24% of customers said it is ok & 4% of customers said it is poor.

Around 88% of customers are definitely recommend to


others to purchase Hero honda vehicles & 12% of customers will not recommend to others to purchase.

Sales procedure of Hero honda motors is good.


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CUSTOMER SATISFACTION AT BASAVESHWARA MOTORS

OBJECTIVES
1 Our one of the important objective is to introduce mobile service to the urban areas , 2 Our second objective is to provide the Hero Honda bike which preferred by the customer according to there model, color , etc. 3 Customer satisfaction is our main motive 4 Attracting more number of customes through media, advertisement, news papers etc 5 To find different areas that can measure customer satisfaction 6 to find all the possible areas where customer can be increased.

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CUSTOMER SATISFACTION AT BASAVESHWARA MOTORS

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CUSTOMER SATISFACTION AT BASAVESHWARA MOTORS

Conclusions
From the overall study it can be concluded that company is working efficiently & effectively in sales & service procedure, but not yet customers are satisfied fully. From the study it is revealed that salespersons influence is more important in present days hence it is better to improve the performances of the sales persons. Customers prefer still more personal attention during purchase & after purchase & lastly customers expect good & efficient services.

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CUSTOMER SATISFACTION AT BASAVESHWARA MOTORS

RECOMMENDATIONS
On the basis of findings & analysis of data collected in regard to satisfaction level of customers of Basaveshwara motors. Sales procedure is yet to be improved to the level of 100% excellent. Sales persons need better training to influence the customers during the purchase. Still more personal care is needed to be taken of customers during purchase & also after purchase. Provide better post-services to customers. Provide accessories & any materials if possible at the time of purchasing the vehicle. Customers expect delivery at promised period of time & spare parts are maintained in stock. There should be proper advertising of an introducing or issue the new scheme of the company.

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CUSTOMER SATISFACTION AT BASAVESHWARA MOTORS

Limitations
The study is confined to ILKAL only. Any changes in this portray an exact result to other places & customers differ from one place to another place. Some respondents might have biased during the survey. The main limitation is short period of time i.e. 30 days. Non-availability of customer during the fieldwork. Customer refuses to answer the questions.

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CUSTOMER SATISFACTION AT BASAVESHWARA MOTORS

Bibliography
Marketing management 11th edition Philip kotler.
Marketing research D.D.Sharma

WWW.Hero hondaauto.Com (Internet downloads)


Annual report of the organization Handbook of the project.

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CUSTOMER SATISFACTION AT BASAVESHWARA MOTORS

QUESTIONNARIES
Name: Address: Occupation: Annual income: Phone number:

1) Which Hero honda vehicle do you own?


a) CD Delux b) Splendor c) Glamor d) CBZ Xtreme e) Karzima 2) Who influenced you to purchase the vehicle? a) Own b) Family members c) Friends d) Dealers e) Advertisements 3) What do you look for during the purchase of vehicle? a) Style b) Mileage c) Price d) Powerful engine e) Brand name & service

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CUSTOMER SATISFACTION AT BASAVESHWARA MOTORS

4) How would you rate your purchase experience for


the recently purchased Hero honda vehicle a) Excellent b) Good c) Fair d) Poor

5) Rate the Basaveshwara motors sales procedure.


a) Excellent b) Good c) Ok d) Poor 6) Please rate the sales person who sold you new vehicle on the following attributes Attributes poor Fair Good Best e) Sales persons appearance f) Courtesy & friendliness g) Overall honesty h) Knowledge of competitive Vehicles i) Knowledge of model & features 6) Rate the following attributes regarding your purchase vehicle. Attributes Excellent Good Fair Poor a) Price b) Maintenance
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c) Mileage d) Style e) Service

7) Would you recommend any friend / relative to


purchase vehicle at Basaveshwara motors Hero honda

8) What

do you advertisement? a) Poor b) Enthusiastic c) Good d) Neutral

think

about

Hero

honda

9) Please mark which of the following problem faced by during purchase? a) Non-availability of models for selection. b) Timely delivery c) Dealers tried to sell me a vehicle I didnt want d) Non availability of finance e) No problem

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CUSTOMER SATISFACTION AT BASAVESHWARA MOTORS

10) Any other details or suggestions regarding sales &


service at Basaveshwara motors Hero honda (opinion about Basaveshwara motors Hero honda motors)

Signature K.P.HARIHAR THANKING YOU

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