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Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. It's a well known fact that no business can exist without customers. In the business of Website design, it's important to work closely with your customers to make sure the site or system you create for them is as close to their requirements as you can manage. Because it's critical that you form a close working relationship with your client, customer service is of vital importance. Customer satisfaction is the most common form of market research in business-tobusiness markets and is often connected to quality and production measurement, rather than as straight marketing based research. Before setting up a customer satisfaction programme, it is necessary to ensure that the organisation has the will to actually make changes for improvement, otherwise you will simply be annoying customers by taking their time to collect information, then not doing anything with it. MEASURING CUSTOMER SATISFACTION When customers rate their satisfaction with an element of the company's performance, say delivery, we need to recognize that customers will vary in how they define good delivery: it could mean early delivery, on-time delivery, order completeness, and so on, yet if the company had to spell out every element in detail, customers would face a huge questionnaire. We must also recognize that two customers can report being "highly satisfied" for different reasons. One way be easily satisfied most of the time and the other might be hard to please but was pleased on this occasion.
Companies should also note that manager and salespersons can manipulate their ratings on customer satisfaction. They can be especially nice to customers just before the survey. They can be especially nice to exclude unhappy customers from being included in the survey. 4One danger is that customer know that the company will go out of its way to please customers, some customers may want to express high dissatisfaction (even if satisfied) in order to receive more concessions. Ways to satisfy customers 1. Encourage face-to-face dealings 2. Respond to messages promptly & keep your customers informed 3. Be friendly and approachable 4. Have a clearly-defined customer service policy 5. Attention to detail 6. Anticipate your customer‟s needs & go out of your way to help them out 7. Honors your promises Consumer satisfaction can be measured using survey techniques and questionnaires. Questions typically include an element of emotional satisfaction coupled with an element of behavioral satisfaction, or loyalty to a particular product or service. Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals." In a survey of nearly 200 senior marketing managers, 71 percent responded that they found a customer satisfaction metric very useful in managing and monitoring their businesses.
It is seen as a key performance indicator within business and is often part of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. Within organizations, customer satisfaction ratings can have powerful effects. They focus employees on the importance of fulfilling customers‟ expectations. Furthermore, when these ratings dip, they warn of problems that can affect sales and profitability. These metrics quantify an important dynamic. When a brand has loyal customers, it gains positive word-of-mouth marketing, which is both free and highly effective." Therefore, it is essential for businesses to effectively manage customer satisfaction. To be able do this, firms need reliable and representative measures of satisfaction. "In researching satisfaction, firms generally ask customers whether their product or service has met or exceeded expectations. Thus, expectations are a key factor behind satisfaction. When customers have high expectations and the reality falls short, they will be disappointed and will likely rate their experience as less than satisfying. For this reason, a luxury resort, for example, might receive a lower satisfaction rating than a budget motel-even though its facilities and service would be deemed superior in 'absolute' terms." The importance of customer satisfaction diminishes when a firm has increased bargaining power. For example, cell phone plan providers, such as AT&T and Verizon, participate in an industry that is an oligopoly, where only a few suppliers of a certain product or service exist. As such, many cell phone plan contracts have a lot of fine print with provisions that they would never get away if there were, say, a hundred cell phone plan providers, because customer satisfaction would be way too low, and customers would easily have the option of leaving for a better contract offer. There is a substantial body of empirical literature that establishes the benefits of customer satisfaction for firms.
NEED OF THE STUDY The Indian automobile industry is witnessing changes like never before. and that‟s why Hero MotoCorp Ltd is ranked as No. To know the factors influencing on after sales service of the Hero MotoCorp Ltd. and to know after sales service of Hero MotoCorp Ltd owners opinion on the service and the performance of the dealer. The Indian consumer is changing with new players entering the market and increasing availability of service. To know the customer perception towards the services of Phoenix motors Pv. the consumer is demanding more. 4 . (Phoenix Motors Pvt. 5. To know the satisfaction level of customers with the products of Hero Motocorp Ltd. 4. To know the customer satisfaction on vehicle delivering and servicing of Bikes. Hero MotoCorp Ltd Motors is the only company that maintenance good relationship with their customers and providing good service. Ltd. OBJECTIVES OF STUDY 1. and to provide better after sales service to their customers.1 in customer satisfaction. Ltd) 2. To know whether the problem is resolving completely at service station. 6. And to maintain relationship with there customers Hero MotoCorp Ltd is providing 24 hours service to there customers after introducing may services. how fat the consumer is satisfying with it. To know whether the dealer renders after sales service. 3. Hero MotoCorp Ltd has increased its service stations all over the country. well as presenting the market with a range of bikes by bikes by introducing different models. how far the consumer is satisfied with it.
broachers & websites. Sample design: The sampling unit was confined to consumers of the product i. to know there satisfaction level regarding performance of bike and service. With the help of questionnaire by meting various bike owners of Hero MotoCorp Ltd.e. What are the two possible sources of data for securing in the above mentioned information in the primary & secondary data. SOURCES OF DATA: Information required for the project is mainly primary data. Secondary data is collected form the company journals. business people.SCOPE OF THE STUDY The scope is very limited because attitude of the people change according to the time.ist only according to my convenience. Sample frame/unit: Sample frame for professionals. It is the overall operation pattern to framework of project that stipulated the information to be collected from which sources by word procedure. Ltd). It is conducted for 45 days and restricted to certain area.R. Sample universe: The survey was done in Hyderabad and R. It is not giving the complete picture of Andhra Pradesh (or) India. magazines. (Phoenix Motors Pvt. It is restricted to both Hyderabad and Ranga Reddy Dist and that to among 100 respondents. employees etc.. who are using Hero MotoCorp Ltd. Hero MotoCorp Ltd. The information was collected by sample survey method.D. RESEARCH METHODOLOGY Research is the plan structure & strategy for investigation conceived to answer to research question & control variance. 5 .
what and how” of the subject under investigation. The sampling method is simple random sampling. A Direct structure questionnaire has been asked to all the respondents in the sample followed by direct personal interviews. Duration of study is 45 days. a descriptive study is necessary. Data collection: The information is collected through questionnaires and personal interviews. Analytical Method: simple percentage method is used for the analysis purpose. Sample technique: The information is planned to be collected by sample method. The objective of such a study is to answer the “who. It is therefore. Descriptive Studies: In descriptive studies. the sample method followed is random sampling method. 6 . Descriptive studies are well structured. educational level occupation of income.Sample size: The total sample size is 100 only. And the information of customers is known by company‟s service sheet and the free service sheet. when the researcher is interested in knowing the characteristics of certain groups such as age. necessary that the researcher gives sufficient thought to framing research questions and deciding the types of data to he collected and the procedure to be used for this purpose. Sex.
The present research is restricted to the twin cities of Hyderabad city only. 7 . 4. this is due to the constraints of time and effort. While every care as been taken to eliminate perceptual bias from the side of the researcher and the respondents however certain element of bias might have set in to the research inadverantly. 2. however it is presumed that the sample represents the universe. and as such may not be enough to generalize to the entire population. 3. The sample size taken is only 100 and as such is very small as compared to the universe. who form part of the universal sample.LIMITATION OF THE STUDY 1. Respondents might have responded with the actual feelings of facts while giving responses to the questionnaire. Time being a limiting factor was not sufficient to gather opinions from majority of the respondents. 5.
propelled by the rider‟s feet pushing against the ground. The 1900s saw the conversion of many bicycles or pedal cycles by adding small. bicycle.. There was then felt the need for reliable constructions. i. centrally mounted spark ignition engine engines. and were called “bone-crushers”. These appeared around 1800. although it had a smaller spring-loaded outrigger wheel on each side. and their tendency to toss their riders. The high – wheelers descended from an early type of pushbike. less often by an electric engine).e. The automobile was the reply to the 19th –century reams of self-propelling the horse-drawn carriage. It was constructed mostly of wood. without pedals. “Who invented the first motorcycle?” May seem like a simple question.INDUSTRIAL PROFILE HISTORY OF THE TWO WHEELERS: The Britannica Encyclopedia a motorcycle as a bike or tricycle propelled by an internal –combustion engine (or. This employed a horizontal single-cylinder gasoline engine mounted between two steer able front wheels and connected by a drive chain to the rear wheel. Similarly. Tourist Trophy (TT) races were held on the Isle of main in 1907 as reliability or endurance races. the invention of the motorcycle created the self –propelling bicycle. used iron banded wagon wheels. carbon fiber reinforced bodywork. bicycle with front and rear wheels of the same size. The first commercial design was three-wheeler built by Edward Butler in Great Britain in 1884. the wheels were of the iron-banded wooden-spooked wagon-type and it definitely had a “bone-crusher” chassis! 8 . Such were the proving ground for many new ideas from early twostroke-cycle designs to supercharged multivalent engines mounted on aerodynamic. both for their jarring ride. Those bicycles in turn described from high-wheel bicycles. This led to road trial tests and competition between manufacturers. with a pedal crank mechanism to drive the rear wheel. Gottiieb Daimler (who credited with the building the first motorcycle in 1885. INVENTION OF TWO WHEELERS: The invention of two wheelers is a much-debated issue. “safety”. one wheel in the front and one in the back.
all branches of the armed forces in Europe used motorcycles principally for dispatching. 9 .FURTHER DEVELOPMENTS: Most of the developments during the early phase concentrated on three and fourwheeled design since it was complex enough to get the machines running with out having to worry about them falling over. an increasing number of powerful bikes have blazed the roads. Until 1958. During World War 1. The Indian two-wheelers industry made a small beginning in the early 50s when Automobile products of India (API) started manufacturing scooters in the country. the Indian motorcycle company introduced the model H racer. patented in Munich in 1894. the French firm of DeDion-button built and engine that was to make the mass production and common use of motorcycle possible. it enjoyed a sport vogue until the Great Depression began in motorcycles lasted into the late 20th century. This destination was achieved due to variety of reason like restrictive policy followed by the government of India towards the passenger car industry. The more sophisticated of a 125cc model. inefficiency in the public transportation system etc. INCREASING POPULARITY: The popularity of the vehicle grew especially after 1910. and placed it on sale. The first motorcycle with electric start and a fully modem electrical system. Before World War 1. Since then. In 1895. It stands next only to Japan and China in terms of the number of V produced and domestic sales respectively. HISTORICAL INDUSTRY DEVELOPMENTS: Indian is the second largest manufacturer and producer to two wheelers in the World. in 1916. rising demand for personal transport. IMC was the largest motorcycle manufacturer in the world producing over 20000 bikes per year. After the war. weight the vehicle being used for high-speed touring and sport competitions. The next notable two-wheeler though was the Hildebrand & Wolf Mueller. the Hence special from the Indian Motorcycle Company astounded the industry in 1931. API and Enfield were the sole producers.
In 1990 the entire automobile industry saw a drastic fall in demand. demand swelled. And the then market leaders-Escorts and Enfield – were caught unaware by the onslaught of the 100cc bikes of the four Indo.The two –wheelers market was opened were opened to foreign competition in the mid-80s. Barring Hero . 10 . resulting in Hero – then the only producer of four stroke bikes (100cc category). gaining a top slot. This resulted in a decline of 15% in 1991 and 8% in 1992. The industry witnessed a steady of 14% leading to a peak volume of 1. With the availability of fuel-efficiency low power bikes. Hero showed a marginal decline in 1992. high input costs and reduced purchasing power due to significant like increased production in 1992. These two players initially started with assembly of CKD Kits. and later on progressed to indigenous manufacturing. resulting in a production loss of 0. due to new entrants coupled with recession in the industry resulted in companies either reporting losses or a fall in profits. The reason for recession in the sector were the incessant rise in fuel prices. all the major producers suffered from recession in FY93 and FY94. The first Japanese motorcycles were introduced in the early eighties.9 mn vehicles in 1990.4mn vehicles.Japanese joint ventures. TVS Suzuki and Hero brought in the first two-stroke and four-stroke engine motorcycles respectively. The industry saw a sudden growth in the 80s. The industry had a smooth ride in the 50s. 60s and 70s when government prohibited new entries and strictly controlled capacity expansion.
1' two-wheeler company in terms of unit volume sales in a calendar year. Two of these are based at Gurgaon and Dharuhera which are located in the state of Haryana in northern India. maintaining the highest standards of ethics and societal responsibilities. based in India. Every 30 seconds. 11 . exploring new markets. Vision The Hero story began with a simple vision – the vision of a mobile and an empowered India. The third and the latest manufacturing plant is based at Haridwar. This vision was driven by Hero‟s commitment to customer.CORPORATE PROFILE Hero MotoCorp Ltd. continues to maintain this position till date. Strategy Hero‟s key strategy has been driven by innovation in every sphere of activity – building a robust product portfolio across categories. in the hill state of Uttrakhand.) is the world's largest manufacturer of two . powered by Hero . someone in India buys Hero‟s top-selling motorcycle – Splendor. and while doing so. (Formerly Hero Motors Ltd. every second motorcycle sold in the country is a Hero bike. quality and excellence. Hero believes that the fastest way to turn that dream into a reality is by remaining focused on that vision. the 'World No. In 2001. aggressively expanding the network and continuing to invest in brand building activities. Hero MotoCorp Ltd. Manufacturing Hero bikes are manufactured across three globally benchmarked manufacturing facilities.wheelers. Today. the company achieved the coveted position of being the largest two-wheeler manufacturing company in India and also.
Products Hero 's product range includes variety of motorcycles that have set the industry standards across all the market segments. These comprise a mix of authorized dealerships. 19401. Hero offers large no.Technology In the 1980‟s Hero pioneered the introduction of fuel-efficient.02. It became the first company to launch the Fuel Injection (FI) technology in Indian motorcycles. Hero continues to be technology pioneer. environment friendly four-stroke motorcycles in the country. Today. Service & Spare Parts outlets. Hero was the title sponsor of the Hero FIH Hockey World Cup that was played in Delhi during Feb-March 2010. 2010-11 Performance Total unit sales of 54. cricket and golf. 1927. Hero has been actively promoting various sports such as hockey. of products and caters to wide variety of requirements across all the segments. 12 .32 per cent Net profit after tax at Rs. Hero 's extensive sales and service network now spans close to 4500 customer touch points.15 Crores. growth of 17. Brand The company has been continuously investing in brand building utilizing not only the new product launch and new campaign launch opportunities but also through innovative marketing initiatives revolving around cricket. and dealerappointed outlets across the country. with the launch of the Glamour FI in June 2006. entertainment and groundlevel activation.44 per cent Total net operating income of Rs. Hero also partners the Commonwealth Games Delhi 2010.444 two-wheelers.90 Crores. growth of 22. Distribution The company's growth in the two wheeler market in India is the result of an intrinsic ability to increase reach in new geographies and growth markets. The company also started manufacturing scooter in 2006.
growth of 74. systems and human resources. EBIDTA margin for the year 17.83 Crores. 2. This mission is what drives Hero to new heights in excellence and helps the organization forge a unique and mutually beneficial relationship with all its stake holders. 2 each EBIDTA margin for the year 13. 96. Net profit after tax at Rs.130 two-wheelers. 111.77.Total dividend of 5250% or Rs. growth of 28. 70 per share on face value of each share of Rs. HERO MISSION Hero‟s mission is to strive for synergy between technology.54 2009-10 Performance Total unit sales of 46.49 per cent EPS of Rs. HERO 'S MANDATE Hero is a world leader because of its excellent manpower. At the same time maintain the highest standards of ethics and social responsibilities. 15860. 30 per share on face value of each share of Rs. Final dividend of 1500% or Rs. extensive dealer network.1 per cent. Japan.4 per cent EPS of Rs. growth of 74.1 per cent. proven management. performance and price aspirations of its customers. to produce products and services that meet the quality. growth of 23. The teamwork and commitment are manifested in the highest level of customer satisfaction.6 per cent.51 Crores. 2231. Total net operating income of Rs.1 per cent. efficient supply chain and world-class products with cutting edge technology from Motor Company. and this goes a long way towards reinforcing its leadership status 13 .00. 105 per share including Interin Dividend of Rs.
P. Technical Director Non-Executive Director Non-Executive Director Non-executive & Independent Director Non-executive & Independent Director Non-executive & Independent Director Non-executive & Independent Director Non-executive & Independent Director Non-executive & Independent Director Non-executive & Independent Director 14 . Anand C. Brijmohan Lall Munjal 2 Mr. Malik 8 Mr. Sumihisa Fukuda 4 Mr. Pawan Munjal 3 Mr. Damodaran 11 Mr.BOARD OF DIRECTORS No. Name of the Directors 1 Mr. Ravi Nath 12 Dr. (Retd. M. Suman Kant Munjal 6 Mr. Burman Designation Chairman & Whole-time Director Managing Director & C.E. Analjit Singh 9 Dr.) V.O. Pritam Singh 10 Mr. Sunil Kant Munjal 5 Mr. Pradeep Dinodia 7 Gen.
000th motorcycle produced 15 . Ltd. He is the Past President of Confederation of Indian Industry (CII). Brijmohan Lall Munjal is the founder Director and Chairman of the Company and the $ 3. Brijmohan Lall Munjal is currently on the board of the following companies: No. BRIJMOHAN LALL MUNJAL Mr."Sleek" introduced New motorcycle model ."CD 100 SS" introduced 500.BRIEF PROFILE OF DIRECTORS MR. Society of Indian Automobile Manufacturers (SIAM) and was a Member of the Board of the Country's Central Bank (Reserve Bank of India).2 billion Hero Group. Munjal was conferred the Padma Bhushan Award by the Union Government. Name of Company 1 2 3 4 5 6 Hero Motors Limited Hero Finlease Limited Munjal Showa Limited Easy Bill Limited Rockman Industries Limited Shivam Autotech Limited Nature of Office Chairman and Whole-time Director Chairman and Director Chairman and Director Director Director Director KEY MILESTONES OF HERO Year Event 1983 1984 1985 1987 1989 1991 Joint Collaboration Agreement with Motor Co.000th motorcycle produced New motorcycle model . Mr. In recognition of his contribution to industry. Japan signed Shareholders Agreement signed Hero Motors Ltd. Incorporated First motorcycle "CD 100" rolled out 100. Mr.
000.A Hospital in the memory of Environment Management System of Gurgaon Plant certified ISO-14001 by founder Managing Director."Pleasure" introduced New 'Splendor NXG' launched New 'CD Deluxe' launched Hero Haridwar Plant inauguration 2008 'Passion Plus' launched New 'Pleasure' launched New motorcycle model 'Hunk' launched Splendor NXG launched with power start feature (Limited Edition) launched 2009 Hunk' 20 million production milestone achieved New motorcycle model 'Passion Pro' launched Splendor completed 11 million production landmark 'CBZ Xtreme' launched New motorcycle model 'Karizma . 1' ."Street" introduced Hero 's 2nd manufacturing plant at Gurgaon inaugurated 2.ZMR' launched 25 million production milestone achieved PROMINENT AWARDS TO THE COMPANY jubilee celebrations 2010 Silver CD Deluxe power start feature New model launched Splendor with Pro launched New 'Glamour' launched of new Super Splendor and New Hunk 2011 Launch licensing arrangement signed between Hero and Year New Awards & Recognitions Launch of new refreshed versions of Glamour. 2001.000th motorcycle produced New motorcycle model .000. New motorcycle model -for "CD Dawn" introduced Crossed sales of over units in ain single year. Harbhajan Becomes the first Indian Company to cross the cumulative 7 million sales 2003 Singh and Zaheer Khan as Brand Ambassadors mark Splendor has emerged as World's135" largest selling model for the third New motorcycle model ."CBZ" introduced Environment Management System of Dharuhera Plant certified with ISO14001 by DNV Holland produced 4. Glamour FI.000th motorcycle produced New motorcycle model .000th motorcycle 2000 Raman Munjal Memorial Hospital inaugurated .000th motorcycle produced New motorcycle model . 1the 5th year in a row 2006 Joint New motorcycle model "Karizma" introduced Technical Agreement renewed "Glamour" introduced 15 million production milestone achieved Total sales a record of million motorcycles New model "Achiever" introduced Hero motorcycle is the crossed World No. 2002) Hero became the World No. Mr.Storyboard special commendation for "Effective rebranding of a new corporate entity" by CNBC Awaaz Consumer Awards . a global record.1992 1994 1997 1998 1999 Raman Munjal Vidya Mandir inaugurated . .21million the 4th year a row 2005 Splendor New motorcycle model "Splendor +" introduced World's largest selling motorcycle crossed New motorcycle model . Karizma Crosses the landmark figure of 5 million cumulative sales in a single year 2011 Two-wheeler Manufacturer of the Year award by Bike India magazine."Joy" introduced "Dawn" introduced 2002 5.the "Ambition introduced 2004 calendar year in a row (2000. Yuvraj Singh.largest selling single two-wheeler model One million production in one single year "Hero Passport Programme" ."Most Recommended Two-Wheeler Brand of the Year" award by 16 . Mohammad Kaif. Adjudged the "Bike Manufacturer of the Year" at the Economic Times ZigWheels Car and Bike Awards. 1 Company for the third consecutive year."Super Splendor" introducedthe 5 million mark New motorcycle model -for "Passion Plus" introduced "CBZ*" introduced New model "CD Deluxe" introduced Hero motorcycle is the World No.CNBC Awaaz .000."Passion" introduced 2001 Splendor declared 'World No.CRM Programme launched New motorcycle model . Mr. CBZ Xtreme. Raman Kant Munjal New motorcycle model . 1-for the10 6th year in a row 2007 First Scooter model from Hero .A School in the memory of founder Managing Director. Raman Kant Munjal DNV Holland New motorcycle model .000. Hero is the World No."Splendor" introduced 1."Ambition" introduced Appointed Virender Sehwag.
Ranked No 1 brand in the Auto (Two-Wheelers) category in the Brand Equity "Most Trusted Brand" 2011 survey Company of the Year awarded by Economic Times Awards for Corporate Excellence 2008-09.Two-wheelers' sector by the Dun & Bradstreet-Rolta Corporate Awards Won Gold in the Reader's Digest Trusted Brand 2009 in the 'Motorcycles' category NDTV Profit Business Leadership Awards 2009 . CNBC TV18 Overdrive Awards 2010 'Hall of Fame' to Splendor NDTV Profit Car & Bike Awards 2010 – Two-wheeler Manufacturer of the Year in Loyalty Marketing CnB Viewers' Choice Two-wheeler of the Year (Karizma ZMR) Bike Maker of the Year by ET-ZigWheels Car & Bike of the Year Awards 2009 2009 'Two-wheeler Manufacturer of the Year' by NDTV Profit Car & Bike Awards 2009 and Passion Pro adjudged as CNB Viewers' Choice twowheeler Top Indian Company under the 'Automobile .Colloquy Loyalty Awards "Innovation International 2011" for Hero GoodLife "Best Activity Generating Short or Long-Term Brand Loyalty" by the 2010 Promotion Marketing Award of Asia Order of Merit for Hero Good Life .CNBC Awaaz Consumer Awards .two-wheeler category 17 .
Best Customer Loyalty Program in Automobile category NDTV Profit Car India & Bike India Awards .Bike Manufacturer of the year Overdrive Magazine .Hero Wins the Coveted "NDTV Profit Business Leadership Award 2008" TopGear Design Awards 2008 .2008 NDTV Profit Business Leadership Award 2008 .1 standard motorcycle CD Deluxe No.“Customer and Brand Loyalty Award” in Automobile (two-wheeler) sector Asian Retail Congress Award for Retail Excellence (Strategies and Solutions of business innovation and transformation) .NDTV “Viewers‟ Choice Award” to Hunk in Bike category IndiaTimes Mindscape and Savile Row ( A Forbes Group Venture ) Loyalty Awards .1 executive motorcycle Splendor NXG No. premium motorcycle CBZ Xtreme 2007 The NDTV Profit Car India & Bike India Awards 2007 in the following 18 .Hunk Bike of the Year Award NDTV Profit Car India & Bike India Awards .Bike Manufacturer of the year TNS Voice of the Customer Awards: No.
Glamout PGM FI by Overdrive Magazine. "Bike of the Year" . One of the 8 Indian companies to enter the Forbes top 200 list of world‟s most reputed companies. 2006 Adjudged 7th Top Indian Company by Wallstreet Journal Asia (Top Indian Two Wheeler Company).CBZ X-treme "Bike of the Year" .CBZ X-treme by Overdrive Magazine. 1 in automobile industry by TNS Corporate Social Responsibility Award. Best in its class awards for each category by TNS Total Customer Satisfaction Awards 2006: Splendor Plus (Executive) CD Deluxe (Entry) Pleasure (Gearless Scooters) 19 .by B S Motoring Magazine “Most Trusted Company” . Ranked CBZ X-treme "Bike of the Year" .category: Overall "Bike of the Year" .CBZ X-treme (up to 150 cc category) "Bike Technology of the Year" . by TNS Voice of the Customer Awards 2006. No. CD Deluxe rated as "No 1 standard motorcycle" by TNS Voice of the Customer Awards 2006.Glamout PGM FI "Auto Tech of the Year" .
Certificate of Export Excellence for outstanding export performance during 2003-04 for two-wheeler & three. Adjudged 7th Top Indian Company by Wallstreet Journal Asia (Top Indian Two Wheeler Company). Hero Splendor rated as India's most preferred two-wheeler brand at the Awaaz Consumer Awards 2006. Top Indian company in the Automobile .Top two models in two wheeler category by ET Brand Equity Survey 2006.Two Wheeler sector by Dun & Bradstreet .American Express Corporate Awards 2006. especially ones developed at the grassroots.Achiever Bike of the Year .Splendor & Passion .wheelers .Complete (Non SSI) by Engineering Export Promotion Council.Glamour (up to 125 cc category) NDTV Viewers' Choice Award to Glamour in the bike category CORPORATE SOCIAL RESPONSIBILITY (CSR) STAKEHOLDER TIES AT THE GRASSROOTS Hero Motors takes considerable pride in its stakeholder relationships. The Company believes it has managed to 20 .Achiever (up to 150 cc category) Bike of the Year . The NDTV Profit Car India & Bike India Awards 2006 in the following category: Bike Maker of the Year Bike of the Year .
educated and healthy community. This includes: Installation of deep bore hand pumps to provide clean drinking water. clean water. an ultra-modern laboratory. The school has a spacious playground. and hockey and football grounds are used by the local villagers. Haryana. into the national economic mainstream. Renovating primary school buildings and providing hygienic water and toilet facilities. Promoting non-conventional sources of energy by providing a 50 per cent subsidy on biogas plants. in collaboration with National Sports Authority of India. volleyball courts. In the near future.bring an economically and socially backward region in Dharuhera. The Foundation has adopted various villages located within vicinity of the Hero factory at Dharuhera for integrated rural development. The Centre-complete with wide approach roads. an activity room. The Raman Munjal Sports Complex has basketball courts. CBSE affiliated co-educational school with over 1200 students and 61 teachers. Vocational Training Centre 21 . An Integrated Rural Development Centre has been set up on 40 acres of land along the Delhi-Jaipur Highway. a well-equipped audio visual room. sports academies are planned for volley ball and basket ball. Ensuring a proper drainage system at each of these villages to prevent waterlogging. and education facilities for both adults and children-now nurtures a vibrant. It has now grown into a modern Senior Secondary. a well-stocked library and a computer centre. Constructing metalled roads and connecting these villages to the National Highway (NH -8). The Raman Munjal Vidya Mandir began with three classes (up to class II) and 55 students from nearby areas.
most of the women are now self-employed. Marriages of underprivileged girls Marriages are organized from time to time. the Foundation also regularly provides doorstep health care services to the local community. Free health care and medical camps are now a regular feature in the Hero Group's community outreach program KEY POLICIES AN ENVIRONMENTALLY AND SOCIALLY. Interestingly. but also to help you every step of the way in making your world a better place to live in. Hero has set up a Vocational Training Centre. by the Foundation by providing financial help and other support to the families. AWARE COMPANY At Hero . The Company has helped women trained at this centre to set up a production unit to stitch uniforms for Hero employees. Adult Literacy Mission This Scheme was launched on 21st September. Rural Health Care Besides setting up a modern hospital. particularly for girls from backward classes. Besides its will to provide a high-quality service to all of its customers. Hero is now in the process of imparting Adult Literacy Capsules to another 100 adults by getting village heads and other prominent villagers to motivate illiterate adults. The project started with a modest enrolment of 36 adults. Kapriwas and Sidhrawali. our goal is not only to sell you a bike. embroidery and knitting. So far 26 batches comprising of nearly 625 women have been trained in tailoring. Hero takes a stand as a socially responsible enterprise respectful of its environment and respectful of the important issues. 1999.In order to help local rural people. Hero has been strongly committed not only to environmental conservation programmers but also expresses the increasingly inseparable balance between the 22 . covering the nearby villages of Malpura. especially women.
At PHOENIX motors the customer is the boss. Customer relationship: They entertain the showroom providing a customer‟s huge having pool game. According to other dealers PHOENIX motors in first in sales and best in service.madhu mathi the firm is located at habsiguda in Hyderabad. Categorization of Staff members: Staff members are categorized for technicians. They provide better value for the customers and as well as employees also. The owner name is ch . internet facility and television with home there system. Bank like ICICI. wall paintings. hoardings and field staff.economic concerns and the environmental and social issues faced by a business. They provide bile maintenance programs on every week. 5 members are recruited for sales for persons. A business must not grow at the expense of mankind and man's future but rather must serve mankind. 25 members are allotted for field staff. They treat customer. PHOENIX MOTORS PVT LTD. institutional sales and customer door-to-door activities. group bookings. The business is running by only one man. is established on 21st march 2003. Generally the sale will be either on cash basis or on institutional basis. is the very important person at PHOENIX motors customer satisfaction is their motto. Advertising strategy of phoenix motors: They are giving the ads through newspapers. 5 persons are placed for evaluating for spare parts. PROFILE OF PHOENIX MOTORS PHOENIX MOTORS PVT LTD is dealership type of business. they will satisfied customer is the best advertisement. 5 members are allotted for managerial accounts and another 3 persons for cash transaction and other members are allotted for remaining work. 23 . why because. They are upgrading sales by introducing the schemes. HDFC and CENTURION are providing loans to customers.
D is the A. Q Quest for excellence U Understanding customer‟s needs A Action to achieve customer‟s appreciation. Tubes and Battery etc.1 dealership in sales and other activities? It is a QLAD (qualify leader through quality dealer).P s NO. 24 .. other than the above two mentioned OEM‟S the dealers must approach the Brach office dealer of the respective manufacture. If HERO recommended engine oil is not used. tubes claims will be accepted at our authorized dealerships per the mutually agreed terms and conditions between HERO and of these two OEM‟s in case the claim is not accepted for invalid reasons.SALES STRATEGY OF PHOENIX MOTORS: Average they are selling 25 vehicles per day. will be directly handled by the respective original manufactures (OEM‟s) except AMCO for batteries and Dunlop and Falcon tires and Tubes. If any other six services or subsequent paid services is not availed as per the recommended schedule given in the owner‟s manual.T.. PHOENIX motors PVT L. They treat quality has a. In case of any defect in proprietary items. WARRANTY ON PROPRIETARY ITEMS: Warranty on proprietary items like Tyros. L Leadership determined to be a leader I involving all the people T Team spirit to work for a common goal Y Yard sticks to measure programs. For AMCO batteries and Dunlop and falcon tires. At PHOENIX motor they gave the quality service to the customers why because „the cost is long forgotten but the quality is remembered for ever”. Then the claim along with the refusal note form the OEM can be sent to the warranty section at gorgon plan after due to recommendation of the area service engineer.
If the motor has been used in any competitive events like tracking races or rallies. gaskets. clutch plates. shim washers. If there is any damage due o modification or fittings of accessories other than ones recommended by HERO .they motivated on the consumers to participated in this camp and also provide certificate for the customers 25 . which do not affect the performance of the motor cycles. vibration. For clams made for any consequential damage due to any previous malfunction. chain$ sprockets and in case of wheel rim misalignment or bend. rubber parts (other than tyre and tube) plastic components. oil seepage. fasteners. oil seals. For normal phenomenon like noise. filters. Recently the phoenix motors organized a BLOOD DONATION CAMP for the trust on 21 st January 2006. electric wiring.To normal wear & tear components like bulbs. SOCIAL SERVICE ACTIVITIES PHOENIX motors participate and conduct social service activities. If there is any damage to the painted surface due to industrial pollution or other extraneous factors. braded shoes. spark plug.
) 26 .THE MARKETED BIKES OF PHOENIX (All Hero Moto Corp.
According to other dealers PHOENIX motors in first in sales and best in service. the well satisfied customer is the best advertisement. The Phoenix motors organize a BLOOD DONATION CAMP for the trust in every year. They provide better value for the customers and as well as employees also. At PHONIX motors the customer is the boss. They motivated on the customers to participated in this camp and also provide Certificate for the customers. why because. They provide bike maintenance programs on every week. They treat customer. SOCIAL SERVICE ACTIVITIES PHOENIX Motors participates in social service activities. is the very important person at PHOENIX motors customer satisfaction is their motto. Internet facility and television with home theatre system.CUSTOMER RELATIONSHIP: To entertain the customers the showroom providing a customer‟s huge having pool game. 30 .
Suppose customer satisfaction is rated on a scale from 1 – 5. Level-5. Level-2 to 4. Satisfaction is a function of perceived performance and expectation. Satisfaction is a person‟s feelings of pleasure of disappointment resulting for comparing a products perceived performance (out-come) in relation t his/her expectation. Level-1. the customer is very likely to repurchase an even spread good word of mouth about the company. loyalty and favorable worth-of mouth.CUSTOMER SATISFACTION Definition of Customer Satisfaction Kotler (1997) defines customer satisfaction as “a person's feelings of pleasure or disappointment resulting from comparing a Product‟s perceived performance (or outcome) in relation to his or her expectations. At a very low levels of customer satisfaction. and extraordinary service. If the performance matches the expectations the customer is satisfied. customers are fairly satisfied but still find tit easy to switch when a better offer comes along. customers are likely to abandon. If the performance does not match the expectations the customer is dissatisfied. four basic elements affect customer satisfaction. a recovery process for counteracting bad experiences. but this one is considered appropriate in the context of care or after sales services. They are the basic elements of the product or service.” Brown (1992) defines “the state in which customer needs. wants and expectations throughout the product or service's life are met or exceeded resulting in repeat purchase. 31 . The link between customer satisfaction and customer loyalty is proportional. There are many definitions of the key elements of the services.” According to Jones and Sasser (1995). basic support services. If the performance exceeds the expectation the customer is highly satisfied and delighted.
It creates an advanced environment to the organization. A company‟s value proposition is much more than it‟s positioning on a single attribute. 32 . Most of the successful companies are raising expectations and delivering performances to match. Companies offering electronic goods and motor vehicles etc. Customer satisfaction is an abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. These companies are aiming for TCS – Total Customer Satisfaction. Customer satisfaction is both a goal and a marketing tool. After sales support management system is apart of ERP Enterprise Resource Planning solution dealing with the support module after the sales of product. Measuring customer satisfaction Organizations need to retain existing customers while targeting noncustomers..g. Companies that achieve high customer satisfaction ratings make sure that their target market is known.The key to generating high customer loyalty is to deliver high customer value. which are in to technical support after sales e. Measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace.
and purchase behavior. the ACSI methodology can be applied to private sector companies and government agencies in order to improve loyalty and purchase intent. Zeithaml and Berry as two different measures (perception and expectation) into a single measurement of performance relative to expectation. research has shown that ACSI data predicts stock market performance. 33 . and an even stronger predictor of Personal Consumption Expenditure (PCE) growth. Cronin and Taylor extended the disconfirmation theory by combining the "gap" described by Parasuraman. such as other products against which the customer can compare the organization's products.The usual measures of customer satisfaction involve a survey with a set of statements using a Likert Technique or scale. Academic research has shown that the national ACSI score is a strong predictor of Gross Domestic Product (GDP) growth. This provides the researcher with a satisfaction "gap" which is semi-quantitative in nature. Methodologies American Customer Satisfaction Index (ACSI) is a scientific standard of customer satisfaction.The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The customer is asked to evaluate each statement in terms of their perception and expectation of performance of the service being measured. Zeithaml and Berry (Leonard L) between 1985 and 1988 delivered SERVQUAL which provides the basis for the measurement of customer satisfaction with a service by using the gap between the customer's expectation of performance and their perceived experience of performance. Work done by Parasuraman. both for market indices and for individually traded companies. The level of satisfaction can also vary depending on other factors the customer. The ACSI measures customer satisfaction annually for more than 200 companies in 43 industries and 10 economic sectors. On the microeconomic level. In addition to quarterly reports. word-of-mouth recommendations. Increasing ACSI scores has been shown to predict loyalty.
Kano also produced a methodology for mapping consumer responses to questionnaires onto his model. Power and Associates' marketing research consists primarily of consumer surveys and is publicly known for the value of its product awards. This has been used internationally since 1989 on more than 110. Inc.g. for the mobile phones sector. for example. 34 . and Foresee Results applies the ACSI to websites and other online initiatives.T. Kearney's Customer Satisfaction Audit process.Two companies have been licensed to apply the methodology of the ACSI for both the private and public sector: CFI Group. ASCI scores have also been calculated by independent researchers. J. For Business to Business (B2B) surveys there is the InfoQuest box. Indifferent. known for its top-box approach and automotive industry rankings. Reverse. which incorporates the Stages of Excellence framework and which helps define a company‟s status against eight critically identified dimensions. the revised Norwegian Customer Satisfaction Barometer) to indicate the gap between customer expectations and experience.000 surveys (Nov '09) with an average response rate of 72. These include A.D. Must-Be. The Kano model is a theory of product development and customer satisfaction developed in the 1980s by Professor Noriaki Kano that classifies customer preferences into five categories: Attractive. The box is targeted at "the most important" customers and avoids the need for a blanket survey. Other research and consulting firms have customer satisfaction solutions as well. The Kano model offers some insight into the product attributes which are perceived to be important to customers.. One-Dimensional. SERVQUAL or RATER is a service-quality framework that has been incorporated into customer-satisfaction surveys (e. J. Power and Associates provides another measure of customer satisfaction.74%.applies the methodology of the ACSI offline.D.
People. TICSS focuses an organization‟s attention on delivering increased customer satisfaction by helping the organization through a Service Quality Model. Processes. Premises. which in turn influences customer retention and customer loyalty. Job scheduling for the complaints 35 . TICSS enables organizations to focus their attention on delivering excellence in the management of customer service. Customer complaints tracking 2. The International Customer Service Institute (TICSI) has released The International Customer Service Standard (TICSS). whilst at the same time providing recognition of success through a 3rd Party registration scheme. Product/Services. The functional features include: 1. as well as performance measurement.Policy. TICSS Service Quality Model uses the 5 P's . Service engineers information tracking 3.Improving Customer Satisfaction Published standards exist to help organizations develop their current levels of customer satisfaction. The implementation of a customer service standard should lead to higher levels of customer satisfaction.
Online support 6. Complaint tracking is done as follows: 1. the skill set of the manager. 4. The intensity of the complaint is to be estimated to allocate resources. assignment of a service engineer and creating a job card.4. It may contain the following: the name. Client may come down or make a phone call or complaint online 2. 36 . Minor problem are processed by technicians requests are handled by the expert team. Job scheduling for the complaints: Job scheduling means sequencing the request to its intensity. Reports Customer complaints tracking Complaint is the start point of any technical support system. Expected service type has to be finalized. It may be online assistance indoor or onsite assistance. the status of the engineer. It is done to optimize the technical resources and to render the best service to the customer. id of the engineer. 3. deleted or modified in the database. Information about the engineers has to be added. The client may have an annual maintenance contract or may have a product in warranty or of warranty. The client is validated. With out a client request the technical support is not initiated. Spares management 5. Service Engineers information tracking: Information about the engineers is inevitable in job scheduling.
Receipts and payments report gives information about the cash flow in the system. Online support: The service is done online also. The available quantity of each spare part 3. 37 . Service engineer report provides the information about the skills and strengths of the support team. The reports that can be generated are as follows: 1. The reports that can be requests. the assigned engineer id. Spares report discloses the availability of all the shapes in the system. The supplier information. The prize. Job scheduling report states the allotment of engineers to jobs. Bills generation. 5. of man hours required etc. Customer request report status of the system. 6. Report: The report reflects the current status of the system. the data and time of service.The job card includes the following: The compliant id. no. the spare details. 4. 3. 2. He can chat with the service engineer on phone or online. The spare part name and serial number 2. warranty and other specifications 4. 1. The client may visit the website to obtain basic support information about the product and FAQ.
Customer satisfaction tracking: Customer satisfaction is the key concept to dictate the future of the organization. They may be as follows: 1. Entertaining environment to the customer. 2. 3. 38 . Reception of the customer with hospitality. In order to maximize the customer satisfaction along with quick response and efficient service some other activities are to be performed. Providing guidance about the usage and maintenance of the product. 4. Offering gift and discounts.
39 . how important those factors are for the whole. Knowing the needs of the customer makes it easier to anticipate the ideal set of products and services. reading customer concerns. By implementing direct and continuous employee contacts with the customers. Markets should be seen as a group of individual companies. A problem with customer satisfaction surveys (Naumann. this will lead to a situation whereby customers keep setting ever higher standards. A major flaw for all the companies has proved to be their inability to understand other ways that customers can be satisfied. customer interviews. In order to decide if the service can be provided at a profit. A customer satisfaction study should begin by asking about the factors affecting customer satisfaction. 1994) is that a poor customer satisfaction programme yields vague data and raises customer expectations. then identifying their needs and expectations and finally. If customer expectations are raised and a company's performance remains the same. it is necessary to link value equation to the strategic service vision. This employee-customer connection additionally conveys the message that the company cares about their customers.Operationalization of Customer Satisfaction As customer needs and expectations are changing all the time. the customer's overall satisfaction will decrease. Customer needs can be determined through marketing research. Implementing customer satisfaction philosophy means identifying customers. the customers' requirements and expectations can be determined. and each of them must be treated individually with different requirements. experiences. and relationships. and the level of customer satisfaction. or involving customers in the design of services and service deliveries. and therefore to achieve perfection is impossible. Working together with both supplier and customer can increase profitability by expanding margin potential. measuring their perceptions. commitments.
Supply Chain Excellence Our Supply Chain Excellence service enables you to realize substantial improvements in your supply chain performance in terms of cost. efficiency. retailer. Our results are measurable . after-sales service might include additional training or helpdesk availability. service quality. demand management. but increasingly two or more year‟s maintenance and/or replacement policy. Our after sales experts support our clients in all relevant areas of after sales service to improve the internal cost base.Business Definition for: After-sales Service In some cases. the Automotive Industry. labor costs. This can be achieved with the comprehensive. customer service and working capital requirements. The manufacturer. cross-functional redesign of all logistics processes leveraging the entire supply chain including customers and suppliers. after-sales service can be almost as important as the initial purchase. improve and qualify supply chain organizations and processes and support our clients by identifying and rapidly implementing cost and efficiency savings in the entire supply chain. items included/excluded. speed of response. This will include the duration of the warranty traditionally one year from the date of purchase. and action taken. lead times. After Sales Excellence After Sales Excellence is a key driver for customer satisfaction and loyalty but also a very important source of revenues and profits throughout a vehicle lifecycle. We measure. In the case of a service provider. With our proven Integrated Supply Chain Excellence Audit we quickly identify gaps to proven best practices and benchmarks within. and beyond. and fixed first visit rate. the retail attractiveness as well as customer satisfaction. and speed of response. or service provider determines what is included in any warranty (or guarantee) package.significant improvements on key indicators such as warranty costs. 40 . Of equal importance is the customer's perception of the degree of willingness with which a supplier deals with a question or complaint.
Most Important Services Barsky (1995) proposed that what is important for one customer may not be important for another. Relation of the Care to Customer Satisfaction Innis and La Londe (1994) discovered that several customer satisfaction variables significantly affect a customer's total customer satisfaction. Customer service attributes received high ratings for the importance of customer satisfaction. Attributes for physical distribution of customer service were rated higher than many marketing attributes. deriving required core competencies and partnerships is a key management responsibility. We help our clients design their value chain in terms of a global engineering footprint. Customer Contacts and Relationships In all cases. it would be relevant to clarify which of these two factors is the more significant or in fact. 41 . When a buyer considers closer integration with a supplier. For the results of this research. whether they can be distinguished. that question in terms of the underlying factors has not addressed. they may consider that it will most likely limit the number of potential suppliers and fear that the partner may take advantage of this by increasing prices or delivering poorer quality or poorer service.Value Chain Design Constantly reviewing the companies‟ value chain in a rapidly evolving environment. Barsky proposes this in the area of priority marketing. thereby improving efficiency and customer satisfaction in alignment with corporate strategy. production and service network. but for future studies. It is difficult to distinguish whether some of the changes in customer-supplier relationship were due to the duration of the relationship between the two parties and whether some of the changes were caused by changes in the customer's needs resulting from the customer's new position in the network life cycle curve. the supplier had been involved with the customer since the beginning of the network building. and the idea was applied to different services in general.
This was studied in the present study as well. Research has shown that there are frequently differences between the views of the supplier's management on customer value and the customers' views on what they say they value. 42 .Interlocking with the supplier can limit the opportunity to acquire innovations if the supplier lacks the capability of being a leading-edge supplier.
1 Percentage of respondents 40 percentage of respondents 35 30 25 20 15 10 5 0 SPLENDER + PASSION + GLAMOUR Models CBZ X-TREME 3 KARIZMA 13 10 37 37 Interpretation: From the above graph it is observed that 37% of the total respondents use SPLENDER+.10% of the respondents use HERO CBZ-XTREM and last 03% of respondents use HERO KARIZMA model. 43 . 37% of the respondents use PASSION+. of Respondents 37 37 13 10 03 100 Percentage of respondents 37% 37% 13% 10% 03% 100% S.13% of the respondents use HERO GLAMOUR.Q. No.No 1 2 3 4 5 Models SPLENDER + PASSION + GLAMOUR CBZ X-TREME KARIZMA Total Figure No.1. What is the model of BIKE used by customers? Table No-1 No.
No.Q.2. of Respondents 94 6 100 Percentage of respondents 94% 6% 100% S. 2 Percentage of respondents 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 94% Percentage of respondents 6% New Buyers Pre Owned Interpretation: From the above graph it is observed that 94% of the respondent‟s purchased new bikes and 6% of the respondent‟s purchased Pre Owned bikes. 44 .No 1 2 Buyers New Pre Owned Total Figure no.Which type of BIKE have you bought? Table No-2 No.
3.Q. of Respondents 85 15 100 Percentage of respondents 85% 15% 100% Figure no. 45 . No.No 1 2 Price Affordable Not Affordable Total No. and 15% of people feel that the price of vehicle is not affordable. Whether the price of the Vehicle is? Table No-3 S.3 Percentage of respondents 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 85% Percentage of respondents 15% Affordable Price Not Affordable Interpretation: From the above graph it is observed that 85% of the people feel that the price of vehicle is affordable.
Q. No.4 Percentage of respondents 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Percentage of respondents 87% 13% Personal use Pupose of buying Other use Interpretation: From the above graph it is observed that 87% of the customers use their vehicle for personal use.4.No 1 2 Purpose of buying Personal use Other use Total No. 13 % of the buyers use for other use. of Respondents 87 13 100 Percentage of respondents 87% 13% 100% Figure no.What is the purpose of buying this BIKE? Table No-4 S. 46 .
of Respondents 48 32 12 8 100 Percentage of respondents 48% 32% 12% 8% 100% Figure no. and then comes to friends 12% and then advertisement 8%. 47 . Who influenced in buying this BIKE? Table No-5 S.No 1 2 3 4 Influenced by Your self Family Friends Advertisement Total No.Q. 32% feel that the family place a vital role to purchase their vehicle.5.5 Percentage of respondents Percentage of respondents 60% 40% 20% 0% Your self Family Friends Advertisement Influenced by 48% 32% 12% 8% Interpretation: From the above graph it is observed that 48% is influenced by themselves. No.
No 1 2 3 4 bike Conveys Status Necessity Comfort Other Total No.6 S. 48 . 4% of the consumer purchase the vehicle for other reason.Q. No. What does this BIKE convey? Table no. of Respondents 24 54 18 04 100 Percentage of respondents 24% 54% 18% 04% 100% Figure no.6. 18% of the consumer‟s purchases as it give comfort.6 Percentage of respondents Percentage of respondents 60% 50% 40% 30% 20% 10% 0% Status Necessity Comfort Other Bike conveys 24% 18% 4% 54% Interpretation: From the above graph it is concluded that 24% of the consumers purchase the vehicle to maintain the status. where as 54% of the consumers purchase the vehicle because of their necessity.
No.7 percentage of respondents Percentage of respondents 60% 40% 20% 0% Price Mileage Crucial Service Brand Image 34% 7% 53% 6% Interpretation: From the above graph it is concluded from the study that 34% of them say that price is crucial. of Respondents 34 53 7 6 100 Percentage of respondents 34% 53% 7% 6% 100% Figure no. 49 .No 1 2 3 4 Crucial Price Mileage Service Brand Image Total No. 53% of them say mileage and 7% & 6% of them say service and brand image.Q.7.7 S. What are the reasons for buying this BIKE? Table no.
8 S. 45% of the respondents use their vehicle to take their family out and 2% and 9% of the respondents use their vehicle of shopping and long drives.No 1 2 3 4 Bike used for Office Family Long Drives Shopping Total No. No.8.8 Percentage of respondents 50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% Percentage of respondents 44% 45% 9% 2% Office Family Long Drives Shopping Bike used for Interpretation: From the above graph it was observed that 44% of the respondents use their vehicle for going to office.Q. You use your BIKE mostly for? Table no. 50 . of Respondents 44 45 9 2 100 Percentage of respondents 44% 45% 9% 2% 100% Figure no.
9 S.9. How long you will use this vehicle? Table no. 51 . No 1 2 3 4 How long you will use 1-2 years 2-4 years 4-8 years 8 years & above Total No.Q.9 Percentage of respondents 80% 70% 60% 50% 40% 30% 20% 10% 0% Percentage of respondents 68% 15% 5% 1-2 years 2-4 years 4-8 years 12% 8 years & above How long you will use Interpretation: From the above graph it is observed that 5% and 15% of the consumer keep their vehicle 1-2 years and 2-4 years and 68% and 12% of consumers keep their vehicle for 4-8 years and 8 years &above. of Percentage of Respondents respondents 5 15 68 12 100 5% 15% 68% 12% 100% Figure no. No.
52 .Q. Rate your satisfaction for the service provided by the Organization? Table no. 7 % of the consumers said excellent. of Respondents 7 61 24 8 100 Percentage of respondents 7% 61% 24% 8% 100% Figure no.No 1 2 3 4 Satisfaction level at service station Excellent Good OK Poor Total No. No. 61% said good and 24% and 8% of the consumers said ok and poor.10.10 Percentage of respondents Percentage of respondents 70% 60% 50% 40% 30% 20% 10% 0% Excellent Good OK Poor Satisfaction level at service station 7% 24% 8% 61% Interpretation: From the above graph it is concluded that satisfied level at service center show at X-axis and No. 10 S. of Respondents at Y-axis.
11 S. No.11 Percentage of respondents 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 81% Percentage of respondents 19% Yes Satisfaction with mileage NO Interpretation: From the above graph it is observed that 81% of the respondents are satisfied with mileage given by there bike and 19% are not satisfied with mileage given by their BIKES.No 1 2 Satisfied with mileage Yes NO Total No. of Respondents 81 19 100 Percentage of respondents 81% 19% 100% Figure no.11.Q. 53 . Are you satisfied with mileage give by your bike? Table no.
12 S. Express your satisfaction level on performance of your Vehicle? Table no.12.12 Percentage of respondents 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Percentage of respondents 80% 20% 0% Satisfied Neutral Performance of your vehicle Not satisfied Interpretation: From the above graph it was observed that 80% of customers are satisfied on the overall performance of the vehicle and 20% of the customers are Neutral.No 1 2 3 Total Performance of your vehicle Satisfied Neutral Not satisfied No. of Respondents 80 20 0 100 Percentage of respondents 80% 20% 0% 100% Figure no.Q. No. 54 .
Comment on the prices charged at service station? Table no. 55 . No. of Respondents 8 36 54 2 100 Percentage of respondents 8% 36% 54% 2% 100% Figure no.13.No 1 2 3 4 Total Comment on prices High Medium Reasonable Low No.13 Percentage of respondents 60% Percentage of respondents 50% 40% 30% 20% 10% 0% High Medium Reasonable Low Comment on prices 8% 2% Percentage of respondents 36% 54% Interpretation: From the above graph it was observed that 8% of the respondents feel that the prices charged at service station was high and 36% feel it is medium and 54% of the respondents feel that the prices are reasonable cost and 2% feel that the prices are low.13 S.Q.
No 1 2 3 4 Total Performance of Executives Excellent Good O.Q. 62% of the respondents said that performance of the executives is good. 56 .K Poor Performance of executives 8% 7% 62% 23% Interpretation: From the above graph it is observed that 8% of the respondents feel that performance of executives is excellent. of Respondents 8 62 23 7 100 Percentage of Respondents 8% 62% 23% 7% 100% Figure no. No.K Poor No.14 S.14.14 Percentage of Respondents 70% 60% 50% Percentage of 40% respondents 30% 20% 10% 0% Excellent Good O. How is the performance of the executives? Table no. 23% the respondents said the performance of the executives is ok and 7% of the respondents said that performance of the executives is poor.
15 PERCENTAGE OF RESPONDENTS 120% Percentage of respondents 100% 80% 60% 40% 20% 0% Yes changing bike No 2% 98% Interpretation: From the above graph it is conclude that 2% of the customers wanted to change their bike and 98% of the customers said not regarding the idea to change their choice from Hero to other‟s competitors .15 S. Would you like to change your bike? Table no. 57 .Q. NO 1 2 CHANGING BIKE Yes No NO. OF RESPONDENTS 98 2 100 PERCENTAGE OF RESPONDENTS 98% 2% 100% Figure no. No.15.
Q. No.16. If YES, What is your rating factor for Bike which you will give Table no.16
RATING FACTOR Quality Price Longevity
GOOD 62 46 55
FAIR 4 20 12
BAD 1 1 0
Rating factor for reliance products
70 60 50 40 30 20 10 0 GOOD FAIR BAD QUALITY PRICE LONGEVITY
Interpretation: From the above graph it know that out of 100 respondents 67% have used the Hero. Out of 67% respondents 62% people rated good quality, 4% respondent‟s rated fair quality and remaining 1% respondents rated bad quality. Out of 67% respondents 46% respondents rated good price, 20% respondents rated fair quality and remaining 1% respondents rated bad price. Out of 67% respondents‟ 55% of respondents rated good longevity and 12% respondent‟s rated fair longevity. 58
Q. No.17. If YES, how do you heard about HERO Products Table no.17 Response No. of respondents Percentage of respondents Electronic media 17 17% Print media 56 56% Sales person 16 16% others 11 11% TOTAL 100 100%
Percentage of respondents
Percentage of respondents 60% 50% 40% 30% 20% 10% 0% Electronic media Print media Sales person Response others 17% 16% 11% Percentage of respondents 56%
Interpretation: From the above graph we can analyze that most of response came from news paper promotion is 56%, Through electronic media is 17%, sales persons is 16% and 11% by others, by this we known that paper ads are best than others.
Q. No.18.What way you think promotion of HERO MOTO CORP Products Should be done Table no.18 Promotions to be done Offers Advertisement and offers Advertisement Free Service Free service and offers All the above Total No. of respondents 8 10 19 52 5 6 100 Percentage of respondents 8% 10% 19% 52% 5% 6% 100%
Percentage of respondents
Percentages of respondents 60% 50% 40% 30% 20% 10% 0% 52% 19% 5% 6%
Promotions to be done
Interpretation: From the above graph we know that the promotions should be done by free service and advertisement. 60
19 Percentage of respondents 80% Percentage of respondents 70% 60% 50% 40% 30% 20% 10% 0% Completely Useful Options Not useful 2% 25% 73% Interpretation From the above graph it is know that among the 100 customers when a question was raised regarding the usefulness of service appointment system 25% of the respondent said completely useful. Of respondents 25 73 2 100 Percentage of respondents 25% 73% 2% 100% Figure no.Q. 61 .19. No 1 2 3 Options Completely Useful Not useful TOTAL No. No.Is the appointment system useful to you? Table no.19 S. 73% said useful and 2% said not useful.
Q.20 S.20 Percentage of respondents 60% Percentage of respondents 50% 40% 30% 20% 10% 0% Completely Adequately Information from service advisor Partially 9% 37% 54% Interpretation: From the above graph we come to conclusion that 37% of the customers are getting complete information from service advisor and 54% are getting adequately and 9% of the customers are getting partial information regarding the services to be performed. 62 . No. No 1 2 3 Information from service advisor Completely Adequately Partially TOTAL No.20. Do you get the information from service advisor on the services to be performed? Table no. of Respondents 37 54% 9 100 Percentage of respondents 37% 54% 9% 100% Figure no.
Where 8% and 38% of the respondents feel that the prize are high and medium respectively. 45% of the respondents use their vehicle to take their family out and 44% use for going to office. About 87% of the respondents use Hero MotoCorp Ltd bikes for their personal use. 62% of the respondents feel that the overall performance of the vehicle is good. 10. and 8% of the respondents were not satisfied with service at service station. Above 56% of the respondents feel the prices are reasonable at the service center. 8. Nearly about 85% of the customers feel that the price of vehicle is affordable. Many of the respondents are satisfied with regard to mileage.k. 24% of the consumers feels status and 18% feel comfortable. 3. Most of the buyers are professionals and business people using the Hero MotoCorp Ltd bikes. 24% and 7% of the respondents said ok and excellent. price. 63 . 94% of the respondents purchase new bikes only. 61% of the respondents were satisfied with service provided by the dealer at the service center. 6. 2. 8% and 23% of the respondents feel that the performance of the vehicle is excellent and o. 7. 4. 5. 9. The reason for purchase only Hero MotoCorp Ltd is necessity for 54% of the customers.FINDINGS 1.
To improve the comfortness in the vehicle 5. so that problems of the vehicle should be resolved completely. 2. Engine capacity should be increase.SUGGESTIONS 1. Skilled and experienced persons should be provided at service center. 6. To increase the place of parking at work shop. To provide better service to customers at work shop 3. this leads to increase mileage and pickup 7. 64 . To make the vehicle more spacious inside 4. It is suggested that some more place should be provided for luggage.
This helps the company to reframe the policies in providing cutting edge technology to satisfy the customer & retain him for a life time. and hence in order to sustain the stiff competition the company has to take up market Research frequently to know the changing needs & preference of the customers. So that there is a perennial struggle amongst organizations to sustain their existence in the market place. which face challenge.CONCLUSION “The global business environment is buzzing with the single most important issue of Building a competitive edge by creating and retaining a large number of customers than their goods and services every organization is therefore seized of the task of establishing sustaining its worth to the customer. 65 . who has been rendered unpredictable by competition” Therefore every business is making a continuous effort for achieving customer effort for achieving customer loyalty In short it is total organizational culture and brand equity.
BIBLIOGRAPHY REFERENCES BOOKS Principles of Marketing Marketing Research Consumer Behavior Services Marketing : : : : Philip Kotler & Gary Armstrong G.google.Beri Leon G.hero.com www.C.com 66 . Shiftman Adlarian Palmer MAGAZINES Auto India Business Today JOURNALS ICFAI General of Marketing Retail Marketing WEB SITES www.com www.autofinlimited.
None b. CBZ X-TREME 7) What are the reasons for buying this biker? a. Necessity c. Mileage d._________________ Email id: ___________________________________ 1) What is the model of bikes used by customers? a. Other use 5) Who influenced in buying this bike? a. Personal use c. Rental use d. 2-4 years d. Friends 6) What does this bike convey? a. Service 8) You use your bike mostly for? a. Price c. Family d.QUESTIONNAIRE Name of Respondent: ___________________________________________________ Designation:________________________ Income: ___________________________ Address: _____________________________________________________________ Phone No. Poor . 1-2 years c. New 3) Whether the price of the Vehicle is? a. Good d. Advertisement b. Affordable 4) What is the purpose of buying this bike? a. 8 years & above b. KARIZMA 2) Which type of bike have you bough a. SPLENDER + c. 4-8 years b. Brand Image 10) Rate your satisfaction for the service provided by the Organization? a. Reasonable b. Shopping b. Comfort d. Long drives 9) How long you will use this vehicle? a. Status b. Other b. Yourself c. Family d. Office c. Excellent c. Pre Owned b. GLAMOUR e. Average 67 b. PASSION + d.
High c. others 18) What way you think promotion of Hero MotoCorp Ltd Products Should be done a. Excellent c. Electronic media c. No 12) Express your satisfaction level on performance of your Vehicle? a. Average 15) Would you like to change your bike? a. What is your rating factor for Bike which you will give RATING FACTOR Quality Price Longevity Others (_) GOOD FAIR BAD 17) If YES. Free Service 19) Is the appointment system useful to you? a. Print media d. how do you heard about Hero MotoCorp Ltd Products a. Low b. Yes b. Yes b. Good d. Not useful b.11) Are you satisfied with mileage give by your bike? a. Average 14) How is the performance of the executives? a. Sales person b. Not satisfied 13) Comment on the prices charged at service station? a. Offers c. Poor 16) YES. Medium d. Advertisement d. Reasonable b. satisfied c. Useful b. Completely c. others 68 . No b.
Adequately 69 .20) Do you get the information from service advisor on the services to be performed? a. Partially 21) Suggestions for the company? ————————————————————————————————————————— ————————————————————————————————————————— ————————————————————————————————————————— b. Completely c.
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