A STUDY ON

CONSUMER SURVEY OF TWO-WHEELER

SUBMITTED BY
Prosanto Sarkar
ROLL NUMBER – 317180728011
MBA 2nd SEMESTER
FIELD PROJECT & SEMINAR MB-207

JIS COLLEGE OF ENGINEERING

Place- Kalyani
Date- 16th May, 2019
 ACKNOWLEDGMENT

I am using this opportunity to express my gratitude to everyone who

supported me throughout the course of this MBA 2nd Semester Field project. It
would not have been possible without the kind support and help of many
individuals. I would like to extend my sincere thanks to all of them.

I am thankful for their aspiring guidance during the project work. I am

sincerely grateful to them for sharing their truthful and illuminating views on
a number of issues related to the project.

Thank you
Prosanto Sarkar
 Declaration
I, Prosanto Sarkar student of JIS College Of Engineering, solemnly declare that, I
have done our MBA 2nd semester project in JIS College Of Engineering, Nadia
district Kolkata and during my semester project the opportunity was given to
me to conduct a survey and to prepare a project report to know about the "
conversion of consumer survey of Two-Wheeler.

I further state that I have done the survey report with utmost sincerity and
dedication, which are required for the completion of this project. However, I
shall remain liable for any misinformation which might creep in without our
knowledge. I’m look forward for any rectification by anyone.

Date: 16th May 2019 Prosanto Sarkar

Place: Kalyani MBA 2th semester
JIS College of Engineering
Kalyani, West Bengal

Countersigned:

Mrs. Swati Pal

Senior Head of the dept,
JIS College of Engineering
Kalyani, West Bengal
 PROJECT COMPLETION CERTIFICATE

This is to certify that Prosanto Sarkar, a student of Master in Business

Administration in Financial Management under MAKAUT, JIS College of
Engineering has undertaken the project titled ‘A Study on Consumer survey of
two-wheeler ‘at JIS College of Engineering from MBA 2nd semester 2019 for
partial fulfillment of the course under my guidance and supervision quite
satisfactorily.

Mrs. Swati Pal

Senior Head of the dept,
JIS College of Engineering
 A Study on
Consumer survey of two-wheeler

ABSTRACT:
This study is based to identify the satisfaction level of two-wheeler bike users at
Kalyani city of West Bengal. The survey is mainly focused on the factors in which
the bike owners are satisfied / dissatisfied with two-wheeler bikes they are using
or buying.
Keywords---- satisfaction, factors, consumer, buying behavior, two-wheeler,
respondents etc.

Introduction
Satisfaction is a person’s feelings of pleasure or disappointment resulting from
comparing a product’s perceived performance in relation to his or her
expectation”. As the definition makes it clear, satisfaction is a function of
perceived performance and expectations. If the performance falls short of the
expectations of the customer, the customer is dissatisfied. If the performance
exceeds the expectations, the customer is highly satisfied or delighted. Many
companies are aiming for high satisfaction because customers who are just
satisfied still find it easy to switch, when a better offer comes along. Those who
are highly satisfied are much less ready to switch. High satisfaction or delight
creates an emotional affinity with the brain, not just a rational preference. The
result is high customer loyalty.
Satisfaction is a person’s feeling of pleasure and disappointment resulting from
comparing a product’s perceived performance in relation to his or her
expectations. It is only the customer delight that marketer aims for. India is the
second largest manufacturer of two wheelers in the world. It stands next only to
Japan and Chine in terms of the number of two wheelers produced and sold
respectively.
 Objective
T h e t er m co ns u me r b e ha v i o r r e f er s t o t he b eh a v e i o ur t h a t co ns u
m er di s p l a y i n s ea r c hi n g f o r pu r ch a s i n g , us i n g , ev a l u a t i ng , a nd di
s po s i n g o f products and services that they expect will satisfy their needs. The
study of consumer behavior is the study of how individuals make decision
to spend their available resource (time, money, effort) on consumption related
items. It they buy it, where they buy it, how often they buy it, and how often they use it.
T h us , a s u cc es s f u l ma r ke te r m us t h a v e a pr o pe r un d er s ta n di n g o f
consumer behavior in order to attract and retain the customers. It enables him to think
logically and device strategy that would help him to close the
gap between customers and company. One such imp. Aspect that
influences a consumer’s purchase decision is the consumer’s decision-making process.

Methodology
For the above mention purpose, structured questionnaire was prepared, and the
survey was conducted on all level Consumer survey of two-wheeler in Kalyani
area during March to May 2019 to assess the various motivation factors. Analysis
included graphical representation, of data through pie chart, bar diagram, column
diagram.

Findings
BAJAJ, HERO and HONDA bikes owners are more satisfied in mileage than
YAMAHA & TVS. BAJAJ, HONDA AND YAMAHA bikes owners are more satisfied
with power than Hero and TVS. YAMAHA and HONDA BIKES owners are more
satisfied with technology. HERO, BAJAJ and Honda bike owners are more satisfied
with After Sales Service.
 OBJECTIVE OF THE STUDY
To study the satisfaction level of consumers, who uses bikes.

RESEARCH METHODOLOGY
Primary Data: The primary data collected through questionnaire from city of
Kalyani, the questionnaire was pre-designed and pre-tested administered.

Secondary Data: Secondary data was collected through various publications of

books, magazines, annual report, newspapers and websites.

Sample Design: A total of 27 existing customers were randomly selected from

the city of Kalyani. The following motor bikes were selected based on sales
namely Bajaj motors, Hero MotoCorp, TVS motor, Yamaha motors, Royal Enfield
and Suzuki.

DATA ANALYSIS AND INTERPRETATION

The research was done on the competitor strategies of motor bikes and resulted
with number of findings. All these findings and conclusions are basically drawn
from the questionnaires, which were filled by the respondents in person.
 Age of the Respondent

The age of the respondents was considered and categorized as, a. 18-20 years b.
between 21-30 years and c.31-50 & above years. The total numbers of
respondents were 25.

Gender

Male
Female Male Female
48% 52%

As per our study, majority of respondent are Male as compared to Female.

 Occuption

A.There are total 6 prespondents who purchased BAJAJ among which 2 were
employees(service class) 4 were students.
B.Hero motorcycles owners were 7out of which 7 were teacher.
C. There are total 6 prespondents who purchased Yamaha among which 6 were
students.
D. There are total 6 prespondents who purchased Royal Enfield among which 2
were employees(service class) 4 were students.
E. There are total 2 prespondents who purchased Yamaha among which 2 were
students.

Student Teacher Business Employee

4% 4%
7%

85%
 Prefer of Two-Wheeler

As per our study, majority of respondent are Motor cycle as compared to Scooter.
Out of 27 respondent 66.7% prefer Motor cycle because they are satisfied with
design, performance, longevity etc.

Prefer of Two-Wheeler

0%
33.3%
Motor cycle
Scooter
66.7%
 Buying a Two-Wheeler

As per our study, majority of respondent are necessity and percentage are 66.7%,
second majority are time saving are25.9% and touring purpose percentage 7.4%.

buying a two-wleeler

25.9% Necessity
Touring purposus
Time saving
66.7%
7.4%
 Brand name

As per our study, majority of respondent are Motor cycle And prefer HERO
percentage 26.9%, 2nd-3rd-4th prefer to BAJAJ, YAHAMA, ROYAL ENFIELA
percentage 23.1% and 5th position SUZUKI percentage 3.8%

brand name
Suzuki
3.8% Bajaj
23.1% Bajaj
Royal Enfield
Hero
23.1%
Yamaha
Royal Enfield
Hero
Suzuki
26.9%
Yamaha
23.1%
 Purchasing the Two-Wheeler

purchasing the two-wheeler

After sales service and Quality…

Less repair cost Performance…

7.4%

Mileage
33.3%

Performance 28 Mileage Less repair cost After sales service Quality

 Payment type

Majority person are required to Installment basis payment buy a motor cycle or
scooter and percentage of installment 52%, payment at one time are 37% and
other percentage are 11%.
So majority person is required to Installment basis payment.

Payment type

11%
37% Payment at one time
Installment
52% Other
 Provided the finance

Majority person are required to Installment basis payment and first priority of
Bank percentage are 37%, second priority Private finance percentage are 36%,
third position Dealer finance percentage are 18% and last Employer finance
percentage are 9%.
So majority person is required to finance and first priority Bank.

Provided the Finance

9%
Bank
37%
18%
Private finance
Dealer
Employer
36%
 Using this vehicle

That depends on the type of bike and how well it’s maintained. Assuming
no accidents, any bike (or any machine of any sort) can run indefinitely if
you maintain it and replace parts as they wear out. Of course, after enough
time there may not be a whole lot of the original left.
So really what you have to ask is how long can a well-maintained bike last
(which is better asked in miles / Km than years) before you have to do a
major overhaul like an engine rebuild. Even then, that is going to depend
on how hard you ride it and numerous other factors.

Using this vehicle

25 25

17.5
12.6 12.5
7.4

TWO YEARS THREE YEARS FOUR YEARS FIVE YEARS SIX YEARS SAVEN YEARS

Using this vehicle

 Is this your First vehicle

a. Percentage of Yes 87%

b. Percentage of NO 13%

Is this your first vehicle

No
13%
Yes
87%

Yes No

Your first vehicle

Your first vehicle

BAJAJ CHATEK 1

KARIZMA 1

ROYAL ENFIELD 1

0 0.2 0.4 0.6 0.8 1 1.2

Your first vehicel

 Switch the brand

a. Switch the brand percentage of Yes 48%.

b. Switch the brand percentage of No 52%.
Five persons switch the brand Hero to BAJAJ, six persons switch the brand
YAHAMA to ROYAL ENFIELD.

Switch the brand

52% 48% Yes

No
 After sales service

Out of 27 respondent 27 out of 7 BAJAJ,7 YAMAHA,5 HERO, 5 ROYAL ENFIELD, 3

SUZUKI are satisfied with the after sales service of the existing bikes.

After sales service

14%
4%
Excellent
Satisfactory
Unsatisfactory
82%
 CONCLUSION

The study concludes that YAMAHA, BAJAJ and HERO show maximum satisfaction
is respect to Mileage, Power, Design, Technology and After Sales Service whereas
SUZUKI attains least satisfaction. The ROYAL ENFIELD should work extensively on
the parameters taken in the study.
 BIBLIOGRAPHY

a. Boulding, William, Ajay Karla, Richard Stalin, and Valarie A. Zeithaml

"A Dynamic Process Model of Service Qual- it; From Expectations to
Behavioral Intentions,” Journal of Marketing Research.
b. www.google.com
c. Wikipedia
d. Faction, Customer Retention, and Market Share.

Thank You