Marketing Strategies & Consumer Satisfaction of HERO Motors

MARKET MEANING:
The term market has its origin the Latin noun “Marcatus” meaning a place where business is conducted. According to the layman a market means a convenient meeting place for buyers and sellers to gather together in order to conduct buying and selling activities, but a market does not literally have to be a place of exchange, but in broader sense it means an atmosphere or a region or a supra system in which the forces of demand and supply operate directly and indirectly to bring about transfer in the titles of goods and services. Or in other words market is an arrangement that provides opportunity of exchanging goods and services for money or money‟s worth.

DEFINITIONS OF MARKET
According to Prof. H.E. Mitchell “it must be thought of not as a geographical meeting place but as any getting together of buyers and sellers in person, by mail, telephone, and telegraph or any other means of communication. According to Prof. Philip Kotler “an area or atmosphere for potential exchange”. Therefore from the above two definitions it is clear that market is the whole of any region where the buyers and sellers are in such free intercourse with one and another that a single price prevails for a certain commodity at a certain point of time.
PYDAH PG COLLEGES 1

Marketing Strategies & Consumer Satisfaction of HERO Motors

Marketing Communication

Body of Sellers

Market

Body of Buyers

Feed back information

PYDAH PG COLLEGES

2

Marketing Strategies & Consumer Satisfaction of HERO Motors

MARKETING:
Marketing is the set of those activities necessary and incidental to bring about exchange relationships. It encompasses the entire economic process by means of which goods and services are exchanged and their values are determined in monetary units. It is that phase of business activity through which human wants are satisfied by exchange of goods and services.

DEFINITION:
Prof. William Stanton in his book “Fundamentals of Marketing” defines Marketing as the total systems of interacting business activities designed to plan, price, promote and distribute want satisfying products and services to present and potential customers. According to American Marketing Association “It is the performance of business activity that directs the flow of goods and services from the producer to the consumer.

CONCLUSION:
Thus marketing is the process of exchange involving two distinct aspects namely 1. Mental Aspects 2. Physical Aspects

PYDAH PG COLLEGES

3

It is an offer that people and institutional buyers make. it can be a PYDAH PG COLLEGES 4 . the market. It is a place where the exchange process occurs. The market: As noted earlier. Though market can be thought in aggregate. the system and the forces. offer includes product or service and allied conditions of offer. It is multi- disciplinary subject having far reaching impact with its deep-rooted tentacles. Thus. market is the aggregate of forces or conditions within which buyers and sellers make decisions that result in the transfer of goods and services. what he really accepts is an offer that includes every facet that is likely to encourage or discourage his purchase. it is the aggregate demand of the potential buyers for a commodity or service. It is people with money and inclination to buy. which may or may not be accepted by the buyer as offer is from seller. It is worth pinpointing here that a purchaser does not accept a product. Following is the brief elucidation of these points. namely. Precisely.Marketing Strategies & Consumer Satisfaction of HERO Motors THE COMPONENTS OF MARKETING CONSUMER ORIENTED MARKETING. In other words. The offer: An offer is the outcome of marketing activities of the firm offer is the proposal. 1. Marketing is the managerial function responsible for identifying anticipating and satisfying customer requirements profitably. the offer. The best way to gauge its scope is to know the components of it. it includes „what‟ „when‟ „who‟ and „why‟ and through „whom‟ of the purchase 2. The components of marketing are four.

Good many alternatives are open to the manufacturers. The System: Marketing is concerned with the flow of goods and services from the points of production to the points of consumptions.Marketing Strategies & Consumer Satisfaction of HERO Motors 3. It is taken as the final component because. The Forces: The final component of marketing is to do with environment in which marketing takes place. Such a system is essential to the creation of time. 2. Thus. That is why. Environmental . Thus. PYDAH PG COLLEGES 5 . the options available are such that they can be combined to the individual needs of the manufacturers. 1. each firm producing goods will have to adopt some marketing philosophy. Segment of the total market. Selection of a channel or the combination of channels is dependent upon the nature of the product. place and possession utilities. a manufacturer for small car cannot think of capturing the aggregate market but a part of it as he is not alone in the market. market is equal to the group of buyers and sellers within a geographical area for a product or close substitute at a particular stage in the trade channel. There is a systematic arrangement of these functions of marketing to move the goods and services to the needy persons. environmental forces influence the nature and character of the „offer‟. „market‟ and the „system‟. This system or arrangement for physical movement of products of the house must be selected or developed. the nature of the market segment to be approach and the nature and the among of me efforts needed for effective marketing.

4. CEOs of radical marketers never delegate marketing responsibility. In order to stay involved with marketing. „face-to-face‟ is a mantra”. Radical marketers “don‟t have PYDAH PG COLLEGES 6 . For radical marketers. Market research typically tells a marketer what the average customer wants. The Ten Rules of Radical Marketing In their book Radical Marketing. Hire only passionate missionaries. 1. they typically act like de facto chief marketing officers. They know the advantages of direct interaction with customers. The CEO must own the marketing function. Make sure the marketing department starts small and flat and stays small and flat. Sam Hill and Glenn Rifkin layout a set of prescriptive guidelines that can be help other companies emulate the radical marketers. CEOs must not allow layers of management to grow so numerous that they distance them from the market. 5. The influences are profound and need to be perceived with all the sagacity to understand the opportunities and counteract the associated challenges and threats. Get face-to-face with the people who matter most. Use market research cautiously. 3.the customers. they have missionaries”. 2. Radical marketers prefer grassroots techniques.Marketing Strategies & Consumer Satisfaction of HERO Motors Forces contribute to every fact of change and adjustment in a marketing network. marketers.

Be true to the brand. Radical marketers “are obsessive about brand integrity. they recognize that the core customers are responsible for the bulk of their company‟s successes. Rethink the marketing mix. Smaller companies with limited resources cannot hope to compete with larger competitors without fresh and different marketing ideas. and they are fixated on quality PYDAH PG COLLEGES 7 . So radical marketers. Create a community of consumers. for example. limit distribution in order to create loyalty and commitment among their distributors and among their customers. 8. 9. For example. Radical marketers respect customers as individuals. 10. Love and respect your customers. Radical marketers “encourage their customers to think of themselves as 3 communities and of the brand as a unifier of that community”. Celebrate common sense. 7.Marketing Strategies & Consumer Satisfaction of HERO Motors 6. Radical marketer‟s marketing techniques often differ dramatically from those used by traditional marketers. traditional marketers seek to reach broad audiences via largescale advertising. targeted ad campaigns. while radical marketers use “surgical strike advertising” characterized by short. not as numbers on a spreadsheet.

These tools together are called as „marketing mix‟. (a) a list of important elements or ingredients that make up this marketing programme and (b) the list of forces having bearing on the marketing operation. The credit of introducing this concept of „marketing mix‟ goes to Professor N. In these words it refers to two things. price.H. and place. promotion.Borden of Harvard Business School of America. a marketing strategy is the link between a product and the market. Individually. it provides the much-desired direction for allocating the marketing effort. It is translated into an action plan through the tools of marketing management. These ingredients are interrelated and all revolve round. It is the complex of mixes relating to inputs and resources utilized in marketing programme to attain the business objectives such as profit-return on capital employed-sales volume-market share and so on. According to Professors Keeley and Lazor.Marketing Strategies & Consumer Satisfaction of HERO Motors MARKETING STRATEGY A „strategy‟ is what you are going to do. they are Product-Price-Promotion and Place. potential consumer satisfaction as the focal point. “marketing mix is composed of a large battery of devices which might be employed to induce consumers to buy a particular product. Marketing mix for a particular product or services is created by blending controllable marketing factors into an integrated programme for a particular period of time in order to secure the PYDAH PG COLLEGES 8 . In other words. marketing mix is the blend or the compound of all the marketing efforts houring round the four ingredients namely product.

trade fairs and exhibitions and public relations. the product quality. advertising. The Promotion mix is made up of variables like personal selling. The Product mix up of variables like-product-line and product range. margins and the resale price maintenance. The Elements of Marketing Mix The mix is made up of four elements namely product. marketing mix is the set of controllable variables that the firm can use to influence the buyer‟s response. and the channels of distribution. PYDAH PG COLLEGES 9 . In essence. the product package.Marketing Strategies & Consumer Satisfaction of HERO Motors goals preset through consumer satisfaction. the terms of delivery. price. the product branding and after-sales service and guarantees. the product design. the terms of credit. promotion and place. The Place mix is made up a variable like transportation. sales-promotion. warehousing inventory levels. The Price mix is made up of pricing policies and strategies. the product labeling.

Marketing helps to increase National Income. Since price is low people. Better marketing gives room for mass production cost will low and hence price of the article will be low. viz: 1. II. Marketing importance is for any help and economic development. I. Marketing process brings new items to retail shops from where the consumer can have them. III. maintain and raise the standard of living of the society. Marketing helps to achieve. b. Importance of marketing to the society a. Marketing helps to maintain economic stability and economic development. this will result in a higher standard of living. PYDAH PG COLLEGES 10 . IV. Cost of marketing Benefits of marketing to both society and to individuals’ business firm. The national income is compassed of goods and service which money can buy it purchasing power increase. Benefits of marketing 2. Marketing is a connecting link between the consumer and producer.Marketing Strategies & Consumer Satisfaction of HERO Motors Importance of Marketing: The important of marketing in the modern world can be studied under two distinct heads. Marketing increases employment opportunities.

c. PYDAH PG COLLEGES 11 . How ever many marketing experts have tried to calculate the marketing cost and have food that marketing cost account for about 50% of the price paid by consumers. Marketing cost is stated to be high.Marketing Strategies & Consumer Satisfaction of HERO Motors V. through better transport facilities. When markets are widened sales increases and thus profit to the firm increases. Now a day it has attracted the attention of different sections of the society like government. Marketing alone generates revenue or income to an enterprise. COST OF MARKETING: Marketing is blamed because of its high cost.  Marketing helps the top management to manage innovations and changes.  Marketing acts as a basic for marketing decisions. Marketing helps in creation of utilities Importance of marketing to individual business firm:  Marketing generates revenue to firms: profit is the core on which the whole super structure of business in builds. Indicated that 50% to 60% of the total cost accounted for the marketing cost. But it is almost impossible to estimate accurately the over all cost of marketing functions and service. The study of “Marketing of Wheat. areas. producer and education institutions. rice and cotton in India. functions of marketing develop and widen the markets. Marketing removes the imbalances of supply by transferring the surplus to deficit.

through such an approach. use study the flow of a certain commodity and its journey form the original producer right up to the final customer.  Functional Approach.  Institutional Approach. In such a study one locates the center of production. Marketing of agricultural products such as cotton. problems of selling and advertising the product problems of financing it.Marketing Strategies & Consumer Satisfaction of HERO Motors Approaches to the study of marketing Four basic approach are commodity used to describe the marketing system:  Commodity Approach. Wheat. We can find out the difference in marketing products services and problems. Commodity Approach: Under the commodity approach. people Mode of transportation engaged in buying and selling of the product. Problems arising out of its storage and so on. PYDAH PG COLLEGES 12 .  Systems Approach. jute represents the commodity approach. Thus we can have a fuller picture of the field of marketing.

 Objectives. retailer. Who participate in discharging their marketing responsibilities during the movement of distribution of goods.  Feed back. The study of marketing functions (buying selling) represents the functional approach to the marketing system. The System Approach: A system is a set of interacting or interdependent components or groups co-ordinates to form a unities whole and organized marketing activities to accomplish a set of objectives. and banks etc. we concentrate our attention on the specialize service or functions or activities per formed by marketers. we try to find out how these various business institutions and agencies work together to form a total marketing system.  Outputs. our main interest centers round the marketing institutions or agencies such as wholesales.  Input. PYDAH PG COLLEGES 13 .  Processor.Marketing Strategies & Consumer Satisfaction of HERO Motors Functional Approach: Under the functional approach. Institutional Approach: Under the institutional approach. In the model of system approach we have.

2. control monitors the process. 2. producing outputs to meet the objectives. 1. Storage. Insurance risk 8. Branding. 2.advertising 6. Packing 4. Classification of marketing functions A Ownership Transfer 1. Transport. Inputs are processed. Salesmanship 5. Standardization & grading. Distribution/selling B Facilitating Distribution C Involving Physical in (A+B) 1. control monitors the process. An open system has its own environment giving the inputs and accepting the output. 3. the twin objectives of marketing system are customer satisfaction and profitability. Sales promotion 7. Concentration Buying/ Assembling. Marketing intelligence PYDAH PG COLLEGES 14 . information feedback gives information from internal and external sources and it is the basic for future change in the system.Marketing Strategies & Consumer Satisfaction of HERO Motors The objectives direc5t the process. the following chart describing the classification of marketing functions. MARKETING FUNCTIONS It is a part of marketing process.

Promotion : Determining the optimum price : Persuading the buyers to favor the firm and Its products. 5. Marketing functions are performed by the manufactures and all middlemen in the machinery of distribution. Marketing functions are usually depend on type of product/service. marketing functions may be listed as follows. Such a list of marketing functions is more suitable to physical products. Merchandising : Marching the product to customer needs and desire [market requirement] 3. PYDAH PG COLLEGES 15 . Pricing 4. Physical : The transport. Contractual : The searching of buyers and sellers 2. ware housing [storage]. standardization and grading. 1. for example if we look at expanding the concept of product which includes services also. Risk bearing and circulating market information. financing. Selling. transportation.Marketing Strategies & Consumer Satisfaction of HERO Motors Marketing functions are the activities of buying. distribution inventory control. storage.

Marketing Strategies & Consumer Satisfaction of HERO Motors A. Selling Selling is one of function of the equation of exchange. time. quality. Selling functions involves:  Product planning and development  Locating or finding out potential buyer  Negotiation process of terms such as price. etc for settlement. Buying Purchasing Planning Search of sellers Selection of seller goods Assembling of goods in Right quantity & Quality Enter into a Purchase Contract Negotiation of terms of purchase At a right place. price PYDAH PG COLLEGES 16 . quantity.  Sales contract leading to retransfer of title of ownership and possession of goods. B. Selling creates demand for a product.

according to established standards. C. intelligent starch for probable sellers. We have monetary exchange. It requires planning of purchases. buyer has to negotiate terms of purchase and enter into a contract of purchase. PYDAH PG COLLEGES 17 . selection of goods to be sold assembling of goods in right quantity and quality. It plays an important role in retail trade-particularly in the sale of costly consumer goods. Value of goods is expressed in money and it is denoted by price to be paid by a buyer to a seller. credit is necessary in marketing.Marketing Strategies & Consumer Satisfaction of HERO Motors Buying is the second function of the equation of exchange. In a formal exchange. Standardization and grading: Standardization means seeing standards for quality. For example in agricultural marketing. Grading enhancemarketing efficiency. Each grade has uniformity in all tributes. Standardization makes sales by the description possible assumes quantity. It promotes uniformity of products. D. at right place at right time at right price. Grading means separating or inspecting products. Financing: Finance is the life-blood of commerce.

This study is made to find out why customers prefer Hero Motors Bikes whether it is style.Marketing Strategies & Consumer Satisfaction of HERO Motors E. Marketing Information: All marketing decision is no better than the facts and figures upon which they are based.e. marketing strategy plays a vital role in providing the product according to the customer‟s expectations. Information has to be collected.. PYDAH PG COLLEGES 18 . processed and interpreted. STATEMENT OF PROBLEM Customer satisfaction is one of the important aspects to be considered in making decisions of Marketing Mix. Information low is a vital resource in business. comfort. Title of the Study:MARKETING STRATEGY & CUSTOMER SATISFACTION towards Hero Motors Bikes with reference to Ratna Motors. Our study is with reference to marketing strategy of Hero Motors with respect to Ratna Motors & its effectiveness through customer satisfaction. In today‟s business activities decisions are based on facts and figure [i. information] RESEARCH DESIGN Among various strategies followed by companies. Customer satisfaction is the basis or foundation for building better marketing strategy.

4. speed & pickup. 2. style.  The study is limited only towards the attributes like price. PYDAH PG COLLEGES 19 . To measure till what Hero Motors Bikes are meeting the expectations of customers. To understand customer level satisfaction with regard to Hero Motors Bikes in Visakhapatnam City. 5. service.  To know the customer expectations restricted within Visakhapatnam. mileage. color. To analyze the effectiveness of Marketing Strategy adopted by Hero Motors Company. 3.Marketing Strategies & Consumer Satisfaction of HERO Motors mileage. speed & pickup & other attributes & analyze their satisfaction level towards these product attributes. Scope of the Study  Hero Motors Company is satisfying customer‟s demand. after sales service.  To study those aspects which improve the company‟s dealer service as both in sales process & after sales service. The Objective of the Study The main objective of the study is are as follows 1. To know how Hero Motors Company has acquired the market & created good image in the minds of customers. To analyze expectations of customers with regard to various attributes of bikes.

The study is only with regard to the opinion of Hero Motors Company. 6). The study does not cover customer satisfaction of competitor‟s bike. 3). tabulated & formatted using simple statistical & mathematical methods. This study is conducted in a short duration of one month. The response collected with analyzed. Limitations of Study 1).Marketing Strategies & Consumer Satisfaction of HERO Motors METHODOLOGY Data for the study was collected by personal interview of the Hero Motors (SATYANARAYANA) Managing Partner SURESH (SALES MANAGER) with respect to marketing strategy adopted questionnaire was also supportive in collecting information from customers & prospective customers of Hero Motors Bikes. PYDAH PG COLLEGES 20 . 2). Tabulation & Graphical Representation are used for interpretations. The study is limited only to Visakhapatnam. 4). tools & techniques. The study was computed only limited number of respondents. Finding of the study are based on the assumption that the respondents gave the correct information. 5).

It also clearly defines The various marketing strategies adopted by various companies in order to Remain at the top position of their respective industry. aspects in depth. meaning. 1 Company in the automobile industry.Marketing Strategies & Consumer Satisfaction of HERO Motors Overview of the Chapters I Chapter One INTRODUCTION This chapter contains various definition. II Chapter Two HERO MOTORS COMPANY PROFILE This chapter contains details of the Hero Motors Company from the time it was launched up to the present scenario where it is regarded as the No. PYDAH PG COLLEGES 21 . theories. It also contains as to how the company has grown from a small unit to a large scale organization. knowledge of marketing & its various sub divisions.

Marketing Strategies & Consumer Satisfaction of HERO Motors III Chapter Three RESEARCH DESIGN This chapter contains the reason for selecting as the topic for my project the method of collecting the data. V Chapter Five SUMMARY AND FINDINGS It contains few valuable SUMMARY AND FINDINGS based on the project. the people from whom the data was collected. VI Chapter Six SUGGESTIONS AND CONCLUSIONS It contains a brief explanations of the project & s few points of the company & their prospects. PYDAH PG COLLEGES 22 . The interpretation shows the explanation of the graph and the table. IV Chapter Four ANALYSIS & INTERPRETATION In this chapter a diagrammatic representation of data been collected & has been represented in the form of graphs. sample size for conducting market research with the employees. how was the data been collected.

Marketing Strategies & Consumer Satisfaction of HERO Motors

VI

Chapter Seven

BIBLIOGRAPHY It contains the names of the various books been referred to & also the names of the various websites for collecting various data.

ANNEXURE It contains the various questions been asked to the employees of the Hero Motors Company. The questions have different options to which the employees can Choose their option.

CONCEPTUAL DEFINITIONS Fundamentals of Marketing It refers to the basic & most fundamental aspects of Marketing i.e., promotion, sales & advertisement & after sales service

ADVERTISING:Any paid from of non-personal presentation & promotion of ideas, goods or services by an identified sponsor.

Defining Advertising Goals for Measured Advertising Results
Product Line:It is a group of products that are in some way related by being alternating to fulfilling the sane customer‟s need, be being marketed to the same target

PYDAH PG COLLEGES

23

Marketing Strategies & Consumer Satisfaction of HERO Motors

markets through the same distribution network or be being in common price category.

Consumer Behavior:All psychological, social & physical behavior of all potential consumers as they become aware to evaluate, purchase, consume & tell others about the particular product & service.

Sales Forecast:An estimate of sales during some specific future, period of time & under a pre-determined marketing plan in the firm.

COMPANY PROFILE
The Legend of Hero Motors

What started out as a Joint Venture between Hero Group, the world‟s largest bicycle manufacturers and the Honda Company of Japan, has today become the World‟s single largest two-wheeler Company. Coming into existence as a, Hero Motors Limited 0on aug 2010, gave India nothing less than a revolution on two-wheels made even more famous by the „Fill it – Shit it – Forget it‟ campaign. Driven by the trust of over 5 million customers, the Hero Motors product range today commands a market share of 48% making it a veritable giant in the industry. Add to that technological excellence, an expansive

PYDAH PG COLLEGES

24

Marketing Strategies & Consumer Satisfaction of HERO Motors

dealer network, and reliable after sales service, and you have one of the most customer-friendly companies. Now it turned into Hero Motors. This is proved by the company‟s sales over the years: 2010 – it turned into Hero Motors it sales thousands of different bikes. Customer satisfaction, a high quality product, the strength of Honda Technology and the Hero group‟s dynamism have helped HML scale new frontiers and exceed limits. Managing Director, says “We will continue to make every effort required for the development of the motorcycle industry, through new product development, technological innovation, investment in equipment and facilities and through efficient management.”

Business Description
Hero Motors Limited. The Company‟s principal activity is to Manufacture and market motorcycles and spare parts. The Company is a joint venture between Hero Group, India and Honda Motors Company of Japan. The motorcycle features include four stroke technology, phenomenal fuel economy and low exhaust pollution levels. The major brands of the Company include Splendor, CBZ and Passion. The Company has two manufacturing facilities located at Dharuhera and Gurgaon in Haryana.

PYDAH PG COLLEGES

25

Techies at Work Considering that the automotive sector depends on suppliers providing raw material S R Balasubramaniam. Innovation: Implementation of My SAP SRM version 3. CIO. Benefits Accrued: Automatic delivery schedules.0 in a mere 3 months Hero Motors Limited (HML) was among the first in India to setup the My SAP SRM version 3. efficient and responsive to markets when managing supplier functions. automatic updating of Global Recycling Network. HML and his team isolated an SRM solution to coordinate business processes with key suppliers. It became the ramp-up site for SAP and was recognized for the speed and quality of the implementation.0. Advanced Shipping Notification. efficient and responsive to markets when managing supplier functions and ended up with a Computer Associates Intelligent Enterprise Award in the manufacturing vertical category. make them more effective. better forecast purchasing behavior and shorten procurement cycles. to work more PYDAH PG COLLEGES 26 .Marketing Strategies & Consumer Satisfaction of HERO Motors Project Objective: To establish a system that is transparent. And therefore optimized their procurement strategy. The implementation started with a business need to become transparent.

At the outset The planning and identification of the appropriate application itself took] three months. but it worked for Balasubramaniam. The implementation took merely three months despite the changes in the framework that were required for the exchange infrastructure.Marketing Strategies & Consumer Satisfaction of HERO Motors effectively with the vendor pool. There was an equal give and take with vendor. PYDAH PG COLLEGES 27 . as HML consented to be a ramp-up site for the software.0. because a successful implementation means a strategic advantage to establish an edge over the competitors. Gartner. and thus to gain long-term benefits from all vendor relationships. in return for better vendor support. Balasubramaniam thus adopted My SAP SRM. It was a risk. Finally decided to deploy Logis i2 and My SAP SRM. Queries went back and forth between the company‟s research partners. This meant that the company would be a test site for the package. Pioneers The company became the one of the first companies in India to implement the My SAP SRM version 3. Given that HML had just adopted SAP R/3 and migrated their data to SAP it decided not to enter in contract with a new vendor.

the company has announced a Rs. across all Hero Motors authorized dealerships also provides an opportunity PYDAH PG COLLEGES 28 .  Reduced power consumption.  Improved business operation flexibility by providing mixed testing and production environments. In HML‟s setup LPAR reduces IT infrastructure cost and improves workload capacity by means of:  Reduced systems management requirements.  Reduced use of floor space or rack space.celebration offer on the family of Splendor. is close to adding yet another feather in its cap-the 5 million sales landmark. As part of the celebration. which is currently on. There were times when we posted a query at night and got the solution by the next morning. Hero Motors Splendor+.” said Balasubramaniam.1001/. It allows the division of a single server into several completely independent „virtual‟ servers or partitions. In a few cases there were configuration problems between SRM and R/3. Splendor + and Passion Plus. the brand credited with several firsts to its credit. but we got special attention. Logical Partitioning LPAR is a system architecture approach.Marketing Strategies & Consumer Satisfaction of HERO Motors “The people implementing it were not too sure because they were doing it for the first time.  Reduced equipment service and maintenance costs. The offer.

is set to introduce two unique Initiatives for its members – a „First Transaction Reward‟ for all members transacting at authorized outlets for the first time. and a „Bike Service Certificate‟ to help members get a better resale value for their motorcycles. The program will soon be aired on MTV. the largest Customer Relationship Programmed in the country. Hero Motors also is promoting „India‟s Best‟ on Zee TV PYDAH PG COLLEGES 29 .Marketing Strategies & Consumer Satisfaction of HERO Motors . by offering them enhanced value – proactively & consistently. Both these benefits further add to the Passport Programmer‟s single -minded objective of strengthening the company‟s relationship with its customers. Hero Motors Passport Programmed arguably. Auditions for the adventure-based reality show „MTV Hero Motors Roadies II‟ have started.

PYDAH PG COLLEGES 30 . 84% of respondents are male and rest of 16% respondents are female.Marketing Strategies & Consumer Satisfaction of HERO Motors INTERPREATION & ANALYSIS Table showing Classification of respondents based on their gender: Gender No of respondents Percentage changes Male Female Total 42 08 50 84% 16% 100% INTERPRETATION: The above table shows out of 50 respondents.

Marketing Strategies & Consumer Satisfaction of HERO Motors INFERENCE: Majority of Hero Motors bike users are male Graph showing Classification of respondents based on their gender Graph showing classification of respondents based on Genders 100% 80% 60% 40% 20% 0% 84% Percentage 16% Percentage changes Male Female Genders PYDAH PG COLLEGES 31 .

Age Below 18 18-25 26-35 36-45 46 and above Total No of respondents 02 21 20 03 04 50 Percentage changes 04% 42% 40% 06% 08% 100% INTERPRETATION: The above table shows that 4% of respondents fall under the age group of below 18.e. 40% of respondents fall under the age group 26-35. 8% of respondents fall under the age group 46 and above category INFERENCE: Majority of respondents fall under the age group 18-25 PYDAH PG COLLEGES 32 . 6% of respondents fall under age group 36-45. and rest i.Marketing Strategies & Consumer Satisfaction of HERO Motors Table showing Classification of respondents based on their age. 42% of respondents fall under the age group 18-25.

Marketing Strategies & Consumer Satisfaction of HERO Motors Graph showing Classification of respondents based on their age Graph showing Classification of respondents based on their age 6% 8% 4% Below 18 18-25 26-35 36-45 46 and above 42% 40% Table showing classification of respondents based on their occupation. Occupation Private job Govt job No of respondents 14 06 Percentage changes 28% 12% Business/self employed Profession Students Total 05 09 16 50 10% 18% 32% 100% PYDAH PG COLLEGES 33 .

Graph showing classification of respondents based on their occupation. Graph showing classification of respondents based on their occupation. 18% of respondents fall under profession and rest of respondents i. 10% fall under the category business/self-employed.e. INFERENCE: Majority of respondents fall under the category private job.Marketing Strategies & Consumer Satisfaction of HERO Motors INTERPRETATION: The above statistical table shows that 28% of respondents fall under the category private job. 32% 28% 12% 18% 10% Private job Govt job Business/self employed Profession Students PYDAH PG COLLEGES 34 . 32% fall under the category students. and 12% fall under the category government job.

e. 26% fall under the income level nil. INFERENCE: Majority of the respondent fall under the income level 10000-15000. Graph showing classification of respondents based on their monthly income PYDAH PG COLLEGES 35 . 20% of the respondent fall under the income level 15000 and above and rest i. 26% of the respondent fall under the income level 1000015000. 14% of respondents fall under the income level 5000-10000.Marketing Strategies & Consumer Satisfaction of HERO Motors Table showing classification of respondents based on their monthly income Particulars Less than 5000 5000-10000 10000-15000 15000 and above Nil Total No of respondents 07 07 13 10 13 50 Percentage changes 14% 14% 26% 20% 26% 100% INTERPRETATION: The above statistical data shows that 14% of respondents fall under the income level of less than 5000.

Marketing Strategies & Consumer Satisfaction of HERO Motors Graph showing classification of respondents based on their monthly income 30% 25% 20% 15% 10% 5% 0% 26% 20% 14% 14% 26% Percentage Less than 5000 500010000 1000015000 15000 and above Nil Percentage changes Table showing classification of respondents based on their qualification Particulars S.U.S.C U.L.G P.G TOTAL No of respondents 06 12 21 11 50 Percentage changes 12% 24% 42% 22% 100% PYDAH PG COLLEGES 36 .C P.

e. 24% fall under the qualification level PUC. 42% fall under qualification level UG. i. under graduates Graph showing classification of respondents based on their qualification Graph showing classification of respondents based on their qualification 50% 40% 30% 20% PYDAH PG COLLEGES 10% Pe rce ntage 42% 24% 12% 37 22% . INFERENCE: Majority of bike users fall under qualification level UG.Marketing Strategies & Consumer Satisfaction of HERO Motors INTERPRETATION: The above statistical data shows that 12% of respondents fall under the qualification level SSLC. and rest i.e. 22% fall under qualification level PG.

40% of respondents came to know by family and friends. INFERENCE: Majority of respondents came to know Hero Motors by family and friends and advertisements PYDAH PG COLLEGES 38 . 40% of respondents came to know by advertisements. 6% of respondents came to know by dealers. 14% of respondents came to know by colleagues.Marketing Strategies & Consumer Satisfaction of HERO Motors Table showing classification of respondents based on the influence on their purchase decisions Particulars Family and friends Dealers Colleagues Advertisements Others Total No of respondents 20 03 07 20 0 50 Percentage changes 40% 06% 14% 40% 0 100% INTERPRETATION: The above statistical data shows that how respondents came to know about Hero Motors bikes.

Marketing Strategies & Consumer Satisfaction of HERO Motors Graph showing classification of respondents based on the influence on their purchase decisions Graph showing classification of respondents based on the influence on their purchase decisions 40% 35% 30% 25% Percentage 20% 15% 10% 5% 0% Family and friends Dealers Colleagues AdvertisementsOthers Influence Percentage changes Table showing classification of respondents based on their criteria for selecting bikes PYDAH PG COLLEGES 39 .

40% Particulars Style Mileage Speed and pickup Price Others Total No of respondents 07 20 15 08 0 50 Percentage changes 14% 40% 30% 16% 00 100% of respondents use mileage criteria. 30% respondents use speed and pickup criteria and rest of respondents i. 14% of respondents use style criteria in selecting bikes. 16% respondents price criteria.e.Marketing Strategies & Consumer Satisfaction of HERO Motors INTERPRETATION: The above statistical data shows that important criteria used by respondents in selecting bikes. INFERENCE: Majority of respondents use mileage criteria for selecting Hero Motors bikes Graph showing classification of respondents based on their criteria for selecting bikes PYDAH PG COLLEGES 40 .

Marketing Strategies & Consumer Satisfaction of HERO Motors Graph showing classification of respondents based on their criteria for selecting bikes 50% 40% 30% 20% 10% 0% Percentage 40% 30% 14% Style Mileage Speed and pickup 16% 0 Price Others Criteria Percentage changes Table showing classification of respondents based on their reason for selecting bikes PYDAH PG COLLEGES 41 .

INFERENCE: Majority of respondents use mileage as main reason in choosing Hero Motors bikes PYDAH PG COLLEGES 42 . 6% use other reasons.e. 20% of respondents use speed and pickup. 10% of respondents use price and rest i. 36% of respondents use mileage.Marketing Strategies & Consumer Satisfaction of HERO Motors INTERPRETATION: The above statistical data shows the main reason of respondents in choosing Hero Motors bikes. 18% of respondents use style for choosing Hero Motors Particulars Style Mileage Speed and pickup Price Others Total No of respondents 09 18 10 10 03 50 Percentage changes 18% 36% 20% 20% 06% 100% bikes.

Marketing Strategies & Consumer Satisfaction of HERO Motors Graph showing classification of respondents based on their reason for selecting bikes Graph showing classification of respondents based on their reason for selecting bikes 40% 35% 30% Percentage 36% 25% 20% 15% 10% 5% 0% Style Mileage Speed and pickup Reason Percentage changes Price Others 6% 18% 20% 20% Table showing classification of respondents based on their opinion towards the price of Hero Motors bikes PYDAH PG COLLEGES 43 .

Marketing Strategies & Consumer Satisfaction of HERO Motors INTERPRETATION: The above statistical table shows the opinion of respondents towards the price Particulars Low Moderate High Higher Total No of respondents 03 40 05 02 50 Percentage changes 06% 80% 10% 04% 100% of the bikes. 6% of respondents think it is low. INFERENCE: Majority of respondents think that the prices of Hero Motors is moderate PYDAH PG COLLEGES 44 .e. 10% of respondents think it is high and rest i. 4% think it is higher. 80% of respondents think it is moderate.

Marketing Strategies & Consumer Satisfaction of HERO Motors Graph showing classification of respondents based on their opinion towards the price of Hero Motors bikes 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 80% Percentage changes 6% Low Moderate 10% High 4% Higher Table showing classification of respondents based on their opinion towards style of bikes Particulars Excellent Very good Satisfactory Un Satisfactory Total No of respondents 05 18 24 03 50 Percentage changes 10% 36% 48% 06% 100% PYDAH PG COLLEGES 45 .

48% of respondents thinks it is satisfactory and rest 6% think it is unsatisfactory. 36% of respondents thinks it is very good. INFERENCE: Majority of respondents think that the style of Hero Motors is satisfactory Graph showing classification of respondents based on their opinion towards style of bikes Graph showing classification of respondents based on their opinion towards style of bikes 6% 10% 48% 36% Excellent Very good Satisfactory Un Satisfactory Table showing classification of respondents based on their opinion towards mileage of bikes PYDAH PG COLLEGES 46 .Marketing Strategies & Consumer Satisfaction of HERO Motors INTERPRETATION: The above statistical table shows the opinion of respondents towards the style of Hero Motors bikes. 10% of respondents think it is excellent.

48% thinks it is satisfactory and rest 06% thinks it is unsatisfactory.Marketing Strategies & Consumer Satisfaction of HERO Motors Particulars Excellent Very good Satisfactory Un Satisfactory Total No of respondents 05 18 24 03 50 Percentage changes 10% 36% 48% 06% 100% INTERPRETATION: The above table shows the opinion of respondents towards mileage of Hero Motors bikes. 36% thinks it is very good. 10% of respondents think it is excellent. INFERENCE: Majority of respondents think that the mileage of Hero Motors bikes is satisfactory PYDAH PG COLLEGES 47 .

Marketing Strategies & Consumer Satisfaction of HERO Motors Graph showing classification of respondents based on their opinion towards mileage of bikes Graph showing classification of respondents based on their opinion towards mileage of bikes 6% 10% Excellent Very good 48% 36% Satisfactory Un Satisfactory Table showing classification of respondents based on their opinion towards speed/pickup of bikes Particulars No of respondents Percentage changes Excellent Very good Satisfactory Un Satisfactory Total 09 18 18 05 50 18% 36% 36% 10% 100% PYDAH PG COLLEGES 48 .

36% of respondents think it is very good. 36% of respondents think it is satisfactory and rest 10% of respondent think it is unsatisfactory. 18% of respondents think it is excellent.Marketing Strategies & Consumer Satisfaction of HERO Motors INTERPRETATION: The above statistical table shows the opinion of respondents towards the speed pickup of Hero Motors bikes. INFERENCE: Majority of respondents think that the speed of Hero Motors bikes is satisfactory Graph showing classification of respondents based on their opinion towards speed/pickup of bikes Graph showing classification of respondents based on their opinion towards speed/pickup of bikes 36% 18% Excellent Very good Satisfactory 10% 36% Un Satisfactory PYDAH PG COLLEGES 49 .

40% of respondents think it is satisfactory. 14% of respondents think it is unsatisfactory. INFERENCE: Majority of respondents think that the color of Hero Motors bikes is satisfactory PYDAH PG COLLEGES 50 .Marketing Strategies & Consumer Satisfaction of HERO Motors Table showing classification of respondents based on their opinion towards color of bikes Particulars Excellent Very good Satisfactory Un Satisfactory Total No of respondents 07 16 20 07 50 Percentage changes 14% 32% 40% 14% 100% INTERPRETATION: The above statistical table shows the opinion of respondents towards the color of Hero Motors bikes. and rest i.e. 32% of respondents think it is very good. 14% of respondents think it is excellent.

Marketing Strategies & Consumer Satisfaction of HERO Motors Graph showing classification of respondents based on their opinion towards color of bikes Graph showing classification of respondents based on their opinion towards color of bikes Percentage 50% 40% 30% 20% 10% 0% nt le Ex ce l 32% 14% 40% 14% tis fa ct Un or y Sa tis fa ct or y Ve ry go Sa od Percentage changes Table showing classification of respondents based on their opinion towards availability of spare parts of bikes Particulars Very easy Easy Not easy Not available at all Total No of respondents 11 35 02 02 50 Percentage changes 22% 70% 04% 04% 100% PYDAH PG COLLEGES 51 .

INFERENCE: Majority of respondents think tat the availability of Hero Motors spare parts is easy Graph showing classification of respondents based on their opinion towards availability of spare parts of bikes Graph showing classification of respondents based on their opinion towards availability of spare parts of bikes Percentage changes 80% 70% 60% 50% 40% 30% 20% 10% 0% Percentage 70% 22% Very easy Easy 4% Not easy 4% Not available at all PYDAH PG COLLEGES 52 . and rest i.Marketing Strategies & Consumer Satisfaction of HERO Motors INTERPRETATION: The above statistical table shows the opinion of respondents towards the availability of spare parts of Hero Motors bikes.e. 4% of respondents think it is not available at all. 70% of respondents think it is easy. 4% of respondents think it is not easy. 22% of respondents think it is very easy.

18% of respondents with local garage. 54% of respondent service their bike with Authorized dealer. PYDAH PG COLLEGES 53 .Marketing Strategies & Consumer Satisfaction of HERO Motors Table showing classification of respondents based on their opinion towards services of Hero Motors bikes Particulars Authorized dealers Local garage Authorized service Others Total No of respondents 27 09 14 00 50 Percentage changes 54% 18% 28% 00 100% INTERPRETATION: The above statistical table shows the opinion of respondents towards the service of their bikes. 28% of respondents service with the Authorized service center. INFERENCE: Majority of respondents service their bike with Authorized dealer.

Marketing Strategies & Consumer Satisfaction of HERO Motors Graph showing classification of respondents based on their opinion towards services of Hero Motors bikes Graph showing classification of respondents based on their opinion towards services of hero Honda bikes 0% 28% Authorized dealers Local garage 54% 18% Authorized service Others Table showing classification of respondents based on their opinion towards after sale services of Hero Motors bikes Particulars Excellent Very good Satisfactory Un Satisfactory Total PYDAH PG COLLEGES No of respondents 08 18 20 14 50 54 Percentage changes 16% 36% 40% 08% 100% .

40% of respondents think it is satisfactory.Marketing Strategies & Consumer Satisfaction of HERO Motors INTERPRETATION: The above statistical table shows the opinion of respondents towards the after sale service of Hero Motors bikes. INFERENCE: Majority of respondents think that the after sale service of Hero Motors bikes is satisfactory Graph showing classification of respondents based on their opinion towards after sale services of Hero Motors bikes Graph show ing classification of respondents based on their opinion tow ards after sale services of hero Honda bikes 40% 36% 40% Percentage 30% 20% 10% 0% Excellent Very good Satisfactory Un Satisfactory 16% 8% PYDAH PG COLLEGES 55 . 08% of respondents think it is unsatisfactory. 36% of respondents think it is very good. 10% of respondents think it is excellent.

V. INFERENCE: Majority of respondents think bajaj as the best competitor of Hero Motors PYDAH PG COLLEGES 56 .e. 62% of respondents think it is Bajaj.S as their better competitor.Marketing Strategies & Consumer Satisfaction of HERO Motors Table showing classification of respondents based on their opinion about the best competitor of Hero Motors bikes Particulars TVS Yamaha Bajaj Others Total No of respondents 11 05 31 03 50 Percentage changes 22% 10% 62% 06% 100% INTERPRETATION: The above statistical data shows the opinion of the respondents about the better competitor of Hero Motors bikes. 06% think it is others. 22% of respondents think T. and rest of respondents i. 10% of respondents think it is Yamaha.

Marketing Strategies & Consumer Satisfaction of HERO Motors Graph showing classification of respondents based on their opinion about the best competitor of Hero Motors bikes Graph show ing classification of respondents based on their opinion about the best com petitor of hero Honda bikes 80% 60% 40% 20% 22% 0% 62% 10% TVS Yamaha Bajaj Percentage changes Others 6% Competitors Table showing classification of respondents based on their mode of Payment Particulars Down payment Exchange offer Installment Total No of respondents 36 03 11 50 Percentage changes 72% 06% 22% 100% PYDAH PG COLLEGES 57 .

72% of respondents prefer down payment.Marketing Strategies & Consumer Satisfaction of HERO Motors INTERPRETATION: The above statistical table shows how the respondents prefer payments.11% of respondents prefer installment. INFERENCE: Majority of respondents prefer down payment as their mode of payment in selecting bikes Graph showing classification of respondents based on their mode of Payment Graph showing classification of respondents based on their mode of Payment 22% 6% Down payment Exchange offer 72% Installment PYDAH PG COLLEGES 58 . 06% of respondents prefer exchange offer.

INFERENCE: Majority of respondents agree that their bikes are worth enough PYDAH PG COLLEGES 59 . 82% of respondents agree. and rest 0% strongly disagrees.Marketing Strategies & Consumer Satisfaction of HERO Motors Table showing classification of respondents based on their opinion towards worthiness of bikes Particulars Strongly agree Agree Disagree Strongly disagree Total No of respondents 08 41 01 00 50 Percentage changes 16% 82% 02% 00 100% INTERPRETATION: The above statistical table shows the opinion of the respondents towards the worthiness of their bikes. 02% of respondents disagree. 16% of respondents strongly agree their bikes are worth enough.

Marketing Strategies & Consumer Satisfaction of HERO Motors Graph showing classification of respondents based on their opinion towards worthiness of bikes Graph showing classification of respondents based on their opinion towards worthiness of bikes 100% 80% 60% 40% 20% 0% Strongly agree Percentage changes Percentage 82% 16% 2% Agree Disagree 0 Strongly disagree Worthiness Table showing classification of respondents based on their opinion about road grip of bikes Particulars Excellent Very good Satisfactory Un Satisfactory Total No of respondents 08 15 18 09 50 Percentage changes 16% 30% 36% 18% 100% PYDAH PG COLLEGES 60 .

rest 18% of respondents think it is unsatisfactory. 36% respondents think it is satisfactory. INFERENCE: Majority of respondents think that the road grip of Hero Motors bikes is satisfactory Graph showing classification of respondents based on their opinion about road grip of bikes Graph showing classification of respondents based on their opinion about road grip of bikes 40% 35% 30% 25% 20% 15% 10% 5% 0% Excellent Very good Satisfactory Un Percentage Satisfactory changes 36% 30% 16% 18% PYDAH PG COLLEGES 61 .Marketing Strategies & Consumer Satisfaction of HERO Motors INTERPRETATION: The above statistical table shows the opinion of respondents towards the road grip of bikes. 16% of respondents think it is excellent. 30% of respondents think it is very good.

INFERENCE: Majority of respondents prefer to have road grip as further alterations in their bikes PYDAH PG COLLEGES 62 . 48% of respondents thinks to have road grip. 12% of respondents would like to have spoke wheels.e. 12% would like to have other alternations. 10% of respondents think to have storage space. rest of respondents i.Marketing Strategies & Consumer Satisfaction of HERO Motors Table showing classification of respondents based on their opinion regarding further alterations Particulars Battery charger Storage space Road grip Spooked wheels others total No of respondents 09 05 24 06 06 50 Percentage changes 18% 10% 48% 12% 12% 100% INTERPRETATION: The above statistical table shows the opinion of respondents regarding to their alternations of bikes. 36% of respondents think to have battery charges.

 It‟s found that most of the Hero Motors bike users are well educated.  It is noticed that people with monthly income of 100000 and above are financially affordable to make a purchase of Hero Motors bikes students are exceptional. But they have also introduced bike Hero Motors pleasure for women users. PYDAH PG COLLEGES 63 .  Most of the Hero Motors bike users fall under the age group of 18 to 35 and usually are students and private jobholders.  Most of the Hero Motors bike users purchase decisions as got the influence of family and friends and advertisements.Marketing Strategies & Consumer Satisfaction of HERO Motors Graph showing classification of respondents based on their opinion regarding further alterations Graph showing classification of respondents based on their opinion regarding further alterations 48% 50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% Percentage 18% 10% 12% 12% Battery charger SUMMARY AND FINDINGS Alterations Percentage changes Storage space Road grip Spoked w heels others  It is found that HERO MOTORS Bikes are basically meant for men.

battery charger.  The mode of payment/purchase of the bikes is based on down payment basis. storage space. Attributes like styling speed and picking up. road grip.  BAJAJ & TVS are found to be healthy competitors of Hero Motors bikes.  Hero Motors bike users: agree that using Hero Motors bikes is worthy. Regarding. spooked wheel‟s the like.  It is noticed that the respondents have given the tag of “satisfactory and very good towards various.  Most of the Hero Motors bike users think that the prices of Hero Motors bike are set moderate.  It is also found that spare parts of Hero Motors bikes are easily available to the customers/brokers.  Most of the bike users get their vehicle serviced in authorized service and authorized dealer. mileage and coloring of availability and also after sale services. PYDAH PG COLLEGES 64 .Marketing Strategies & Consumer Satisfaction of HERO Motors  Mileage speed pick up are the criteria‟s used by most of the bike purchasers when compare to other attributes of the bikes. But they also except few alternations in the bike.

newspaper etc. battery charger.Marketing Strategies & Consumer Satisfaction of HERO Motors SUGGESTIONS AND CONCLUSIONS  Company should give more importance with regard to their dealers by providing them all the facilities and supports they except because.  The company should continue their advertising strategies in the forms of showroom displays.  It is suggested to the company that slight modification is required to the existing bikes with regard to the various attributes expected by the customers like storage space. this will enhance better sales and improvement of the customers. Because most of them place their decisions based on advertisement.  Company should provide good incentives and discounts in order to support the effects of dealers. sale of its bike can be increased. the company and dealers should take initiative to appoint more quality service persons. The customer will definitely look for the dealer after sale service so. through magazines. dealers are the important intermediaries who play vital role in pushing the products to customers. PYDAH PG COLLEGES 65 .  After sale service is an important factor customer looks for at the timing of buying a bike. road grip. and spoked wheels  It is recommended that if the company targets more on students and private jobholders in Visakhapatnam city.

The current marketing strategy is effective in satisfying the customers. It was found that most of the users at various occupational level are satisfied by the existing attributes of the bike with a slight alternations made to it. spooked wheels and the like. In the marketing element of the product with regard to attachments of additional attributes like battery charger. The special features on the basis of which purchase of bikes made are mileages. it can be concluded that Hero Motors bike user are very much pleased about the bikes. speed and pick up and moderate price. PYDAH PG COLLEGES 66 . But there is a need for modification. storage space.Marketing Strategies & Consumer Satisfaction of HERO Motors CONCLUSIONS After the careful analysis made with regard to CUSTOMER SATISFACAION and MARKETING STRATEGY OF HERO MOTORS bikes. road grip.

Marketing Strategies & Consumer Satisfaction of HERO Motors Annexure Dear Sir / Madam.M at PYDAH Degree and PG College of Management Studies and I am doing a survey on the customer satisfaction for Hero Motors Bikes. job [ ] c) Business/self employed [ d) Profession [ ] f) Others (if any please specify) PYDAH PG COLLEGES 67 . I request you to kindly fill this questionnaire and help me in my work. as a part of my project. The information so collected will be used for a academic purposes and kept confidential. Personal information 1) Name:- 2) GENDER: a) Male [ ] b) Female [ ] 3) AGE IN YEARS: a) Below 18 years c) 26 – 35 years e) Above 46 years [ [ ] ] b) 18 – 25 years [ d) 36 –45 years [ ] ] 4) OCCUPATION: a)Private job [ ] ] e) Student [ ] b) Govt.B. I Jaideep a student of final year B.

Marketing Strategies & Consumer Satisfaction of HERO Motors 5) QUALIFICATION: a) SSLC [ ] b) PUC [ ] [ ] c) Under graduate [ ] d) Post graduate 6) MONTHLY FAMILY INCOME: a) Below Rs/.5000-10000 d) Rs/.5000 [ ] c) Rs/-10000 – 15000 [ ] e) Nil [ ] b) Rs/.15000 & above [ ] [ ] Questions relating to objective of study 7) How did you come to know about Hero Motors Bikes? a) Family & friends [ ] c) Colleagues [ ] b) Dealers [ ] d) Advertisements [ ] f) Others (if any please specify) 8) Which is most important criteria used by you in selecting Bikes? a) Style [ ] b) Mileage [ ] d) Price [ ] c) Speed & Pick up [ ] f) Others (if any please specify) 9) What is the main reason for choosing Hero Motors Bikes? a) Style [ ] b) Mileage [ ] d) Price [ ] c) Speed & Pick up [ ] f) Others (if any please specify) PYDAH PG COLLEGES 68 .

Marketing Strategies & Consumer Satisfaction of HERO Motors 10) What is your opinion about the price of the vehicle? a) Low c) High [ ] [ ] b) Moderate d) Higher [ ] [ ] 11) What is your opinion about the Style of the vehicle? a) Excellent [ ] c) Satisfactory [ ] b) Very good [ ] d) Unsatisfactory [ ] 12) What is your opinion about the Mileage of the vehicle? a) Excellent [ ] c) Satisfactory [ ] b) Very good [ ] d) Unsatisfactory [ ] 13) What is your opinion about the Speed & pick up of the vehicle? a) Excellent [ ] c) Satisfactory [ ] b) Very good [ ] d) Unsatisfactory [ ] 14) What is your opinion about the Color of the vehicle? a) Excellent [ ] c) Satisfactory [ ] b) Very good [ ] d) Unsatisfactory [ ] 15) What do you think of availability of spare parts of Hero Motors Bikes? a) Very easy [ ] c) Not easy [ ] b) Easy [ ] d) Not available at all [ ] PYDAH PG COLLEGES 69 .

Marketing Strategies & Consumer Satisfaction of HERO Motors 16) Where do you service your Bike? a)Authorized dealer [ ] b) Local garage [ ] b) Authorized service [ ] d) Others (if any please specify) 17) What is your opinion about after sales service of Hero Motors Bikes? a) Excellent [ ] c) Satisfactory [ ] b) Very good [ ] d) Unsatisfactory [ ] 18) Whom do you think is better competitor of Hero Motors Bikes? a) TVS b) Bajaj [ ] b) Yamaha [ ] [ ] d) ) Others (if any please specify 19) What is the mode of payment you have preferred? a) Down payment [ ] c) Installment [ ] b) Exchange offer [ ] 20) Is the vehicle worth being purchased? a) Strongly agree [ ] c) Disagree [ ] b) Agree [ ] d) Strongly disagree [ ] 21) What is your opinion about the road grip of Hero Motors Bikes? a) Excellent [ ] c) Satisfactory [ ] b) Very good [ ] d) Unsatisfactory [ ] PYDAH PG COLLEGES 70 .

Marketing Strategies & Consumer Satisfaction of HERO Motors 22) Would you like to go for further alterations with regard to a) Battery charger [ ] c) Road grip b) Storage space [ ] d) Spooked wheels [ ] 23) Suggestions for improvement of the Bikes PYDAH PG COLLEGES 71 .

heromotors.google.Marketing Strategies & Consumer Satisfaction of HERO Motors Bibliography TEXT BOOKS: Marketing management by PHILIP KOTLER Little book of Marketing management by A SHANKAR NAG Essentials of Marketing management by S.com PYDAH PG COLLEGES 72 .A SHERLAKER Essentials of Marketing management by P.com www.com www.overdrive. REDDY APPANAIAH MAGAZINES: THE WEEK OVER DRIVE AUTO CAR WEBSITES: www.N.