A

SUMMER INTERNSHIP PROJECT REPORT

ON
“ A STUDY ON CUSTOMER SATISFACTION OF AFTER SALES SERVICE
AT RAJKOT HONDA”

“ACCURATE MOTO GUJARAT PVT.LTD.”

Submitted to
ATMIYA Institute of Technology & Science

IN PARTIAL FULFILLMENT OF THE REQUIREMENT OF

THE AWARD FOR THE DEGREE OF

MASTER OF BUSINESS ADMINISTRATION

Under
Gujarat Technological University
UNDER THE GUIDANCE OF

Prof. Amit Raninga Ashok Parmar

(Assistant Prof.) (Branch Manager)

Submitted by
(CHARMI ADESARA H.)
EnrollmentNo.:177030592002
M.B.A – SEMESTER III

ATMIYA Institute of Technology & Science

M.B.A PROGRAMME
Affiliated to Gujarat Technological University, Ahmadabad
July 2018
COMPANY INTERNSHIP CERTIFICATE
COLLEGE CERTIFICATE
ORIGINALITY REPORT

25 %
SIMILARITY INDEX
28%
INTERNET SOURCES
0%
PUBLICATIONS
12%
STUDENT PAPERS

PRIMARY SOURCES

1
www.autocarpro.in
Internet Source
12%
2
timesofindia.indiatimes.com
Internet Source
5%
3
www.slideshare.net
Internet Source
4%
4
www.fintapp.com
Internet Source
3%

Exclude quotes On Exclude matches < 3%

Exclude
bibliography On
 PREFACE

The project is based on customer satisfaction of after sales service at Rajkot

Honda. The main motive of project report was to enhance my expertise and
extensive knowledge I gained through my course , by applying it practically to
the automobile market.

The project has been completed by collecting the primary data by filling
questionnaire from different customers using vehicles of Honda Company.
Secondary data was also used as per the availability from different sources.

During the project, I learnt the behavior of consumers by applying theatrical

knowledge and concept to the best.

I
 ACKNOWLEDGMENT

It gives me great pleasure in preparing the report and thereby with adeep sense
of greatitude. The preparation of this report on ACCURATE MOTO
GUJARAT PVT. LTD. depends on so many people guiged me kindly.

First of all, I would like to be thankful to Gujarat University who introduce the
subject as a part of our syllabus.

I could not have been able to complete this report without guidance of my Prof.
Amit Raninga.

I am thankful to Mr. Ashok sir the branch manager of Accurate Moto Gujarat
pvt. ltd. and also thankful to all the staff members of that comany for giving me
ample assistance to make this project at a great success.

II
 DECLARATION

I, Charmi Adesara H. hereby declare that the report for " Summer Internship
Project Report entitle " customer satisfaction of after sales service at Rajkot
Honda" is a result of my own work and my indebtedness to other work
publications, references, if any, have been duly acknowledged

Place: Rajkot (Signature)

Date: 22/07/2018 (Charmi Adesara)

III
 EXECUTIVE SUMMARY

In the present business environment it is very difficult for any business to

survive. For survival every business unit has to differentiate it from others and
to give certain benefits to its customers keep doing business in long run.

Discounts is seen as promotional tool by many businesses. By giving huge

discount to customer, retailers want to maintain long term relationship with
them.

In today's fast and developing world every person wants to try to manage their
speed. Every individual has wish to complete their work with high efficiency
and beyond the certain time limits. People use many source to maintain their
speed according to this era motorcycle is one of them. This project is directly
relate it.

The objective of my survey was to study customer satisfaction of after sales

service at Rajkot Honda. In this survey I have used personal survey method.

The sample size of the research kept in mind seeing the size of Rajkot city, and
it is 100 people for survey. And for survey I used Primary research method.
After doing survey, I have done the analysis and finding of a particular survey.

IV
 TABLE OF CONTENTS

Sr. No. Particulars Page No.

1 Preface I
2 Acknowledgment II
3 Declaration III
4 Executive Summary IV

1.0 Part – 1 Industry Information 1

1.1 About the Industry 2
1.2 World Market 3-4
1.3 Indian Market 5-6
1.4 The growth of the Industry 7-10

2.0 Part – II Organization Information 11

2.1 About Organization 12
2.2 Organization structure 13
Introduction to Functional Department
Finance
Marketing
2.3 14-36
HR
Administration
Service
2.4 SWOT Analysis 37

3.0 Part – III – Primary Study 38

3.1 Introduction to the study 39
3.2 Background of the study 40
3.3 Literature Review 41-42
3.4 Problem Statement 43
3.5 Research Objective 44

4.0 Research Methodology 45

4.1 Research Design 46
4.2 Source/s of Data 47
4.3 Data Collection Method 48
4.4 Population 49
4.5 Sampling Method 50
4.6 Data Analysis & Interpretation 51-73

V
5.0 Findings 74
5.1 Conclusion 75
5.2 Limitation of the study 76

6.0 References / Bibliography (APA Style) 77

Annexure 78-82

VI
 Part – I
Industry
Information

1
 ABOUT THE INDUSTRY

The Indian two wheeler industry is growing staidly after a few lean months of
sales. In August 2017, the two wheeler industry grew over 14percent, with
market leader Hero Moto crop leading sales volume Hero is sold 6,61,490 two
wheelers in August, by Honda motor cycle and scooter India is in 2nd place,
selling 5,86,237 two wheelers. According to the data release by the society of
Indian automobile manufacturer, the Indian two wheeler industry sold nearly
19,00,000 two wheeler units in August. In the first two quarters of the current
financial year, in the period from April to August 2017, over 84,00,000 two
wheelers were sold in a India, a growth of 10% over the same period a year ago.

"The overall market sentiment is good right now. The interest rates are good,
rural markets are seeing recovery after a good monsoon, and effects of
demonetization are wearing off. So, we hope there is sustainable demand in the
next few months as well," said vishnu mathur, Director General, society of
Indian automobile manufactures(SIAM).

India's top two wheelers manufacturers by volume, Hero Moto corp., Honda
motorcycle and scooter India and TVS Motor company all showed impressive
growth rates in the first two quarters of current financial year. Honda grew by
over 20% in this period, while Royal Enfield grew by over 23%, selling over
3lakh motorcycles in the first two quarters. In August alone, Royal Enfield sold
over 66,000 motorcycle, the company's best-ever sales figure for a single
month. TVS Motor company, the third largest two wheeler manufacturer by
volume, sold a total of 11.64lakh two wheelers in the first two quarters.

2
 WORLD MARKET

India has overtaken china to emerge as the world's biggest market for two
wheelers. A total of 17.7 million two wheelers were sold here last year, that's
over 48,000 units every day.

Neighboring China trailed with 16.8 million units sold, according to officials
from industry body Society of Indian Automobile Manufacturers (SIAM) as
well as data from China Association of Automobile Manufactures.

The market in China has been on a decline over the past few years, perhaps due
to the fast paced growth in car sales there as well as the curbs on petrol two
wheelers in top cities. "The Chinese market has been coming down from the
highs of 25 million or so, reached a few years back, "says Sugato Sen, Deputy
DG of Siam. However, the sales of electric two wheelers have been on an
upswing in China.

Indonesia is holding steady as the third largest two wheeler market with annual
sales estimated at 6 million units, Here too, volume have slipped from 6.5
million units sold in 2015.

So, what clicks foe India when it comes to the two wheelers market? "The need
for mobility is very large in India, and we are one of the fastest developing
economies in the world, "says YS Guleria. Senior VP (Sales & Marketing) at
Honda Motorcycle and Scooter India (HMSI), the country's second biggest two
wheeler company.

Easier finance options, newer and more fuel efficient models, rising incomes
have only added to the push even as new business models, such as e-commerce,
also help purchases.

A top official at Hero Moto Corp. the country's biggest company, said that the
growth of infrastructure in smaller towns and non urban areas is helping
demand.

"The massive government spending in rural programmes and large road

construction projects is leading to a pickup in volumes in smaller towns and
villages." said that official, who did not wish to be identified.

3
 In metros and the larger cities, the sales are also being aided by the choked
infrastructure. "People are buying two wheelers for shorter commute and
errands, even if they have a car. It is difficult to move around in congested
cities, and even more difficult to get a space to perk. So, two wheelers are
increasingly becoming the second vehicles in the household, "the official from
Hero says.

Industry officials say that the market will continue to grow over the next few
years. "We will grow at around 9-11% over the coming years, "Honda's Guleria
says.
The growth is not only being led by computer vehicles, but even larger and
expensive two wheelers are being sold in good numbers. Royal Enfield, which
sells bikes comfortably priced upwards of Rs 1lakh, has seen sales grow by over
30% last year, and is now preparing to boost its production capacity.

"We have seen a massive demand in the past few years and are ramping up
capacity, " says Siddhartha Lal, CEO of Eicher Motors that sells the bikes.
"India is a market where sales are only going to go up, and there is enormous
potential here."

Premium bike makers (those seling products priced upwards of Rs 5lakh) such
as UK's Triumph Motorcycles and American Harley Davidson have also been
upping their product portfolio and exposure in India.

4
 INDIAN MARKET

The Indian automobile industry is one of the largest in the world. It contributes
7.1% to GDP and provides employment to 29 million people and contributes
13% to excise revenue. The Indian automobile industry can be classified as
below.
Total automobile production in India for FY17 was 25.31 million units, with
two wheelers forming 79% and passenger vehicles 15% of the total production.
The compounded annual growth rate (CAGR) for the period FY06-17 has been
9% with the fastest growing segment being the passenger vehicles followed by
two wheeler, growing by 10% and 9% respectively. The industry is expected to
grow 9-11% in the future. The sector has attracted FDI investments worth 15.79
billion for the period April 2000 to September 2016.
Domestic sales of scooters stood at 5.6 million units for year ending FY17.
Domestic scooter sales have grown at 16% CAGR for period FY14-17. There
are 7 players currently in the scooter market . Three players Hero Moto Corp.,
Honda Motorcycle & scooter India (HMSI) and TVS motors control 92% of the
domestic market. HMSI is the leader in the market, having a 60% market share.
Honda sold 3.35 million units in FY17. Honda Activa is their best selling model
and highest selling scooter India, Activa sales for FY17 were 2.75 million units.
The other best selling models from the stable of Honda are Dio and Aviator
with sales of 2,64,516 and 1,08,683 respectively. Hero Moto Corp. sold 0.94
million units in FY17 and control 17% of the market. The best selling models
from Hero are Maestro, Duet and pleasure with sales of 3,78,347 and 1,46,404
respectively in FY17.
Domestic motorcycles sales stood at 11.09 million units in FY17. Sales have
grown at 2% CAGR in the period FY13-17. There are 11 players in the
motorcycle market. Five players Hero Moto Corp. , Bajaj auto, HMSI, TVS
motors and Royal Enfield control 93% of the market. Hero Moto Corp. is the
leader with 50% market share, splendor is the largest selling motorcycle in the
country with sales of 2.5 million units in FY17. Other models of Hero- passion,
hf deluxe and glamour have sold 8,70,382 14,08,356 and 7,43,978 million units
respectively. Bajaj auto has a market share of 18% and its top models are pulsar,
platina and CT100 with sales of 5,82,912 3,83,545 4,52,712 respectively in
FY17. HMSI has a market shares of 12% its top model is CB shine with sales
of 7,49,026. TVS and Royal Enfield have market shares of 7% and 6%
respectively. Bajaj auto has been losing market share since FY13, its market

5
share then was 24% compared to 18% in FY17. Hero Moto Corp. has also lost
market share since FY13, it was 53% versus 50% in FY17. The beneficiary of
this has been Royal Enfield which had a market share of 1% in FY17. And
currently enjoys a market share of 6%. It also needs to be noted that Bajaj auto
is the leader in exports , it exported 1.21 million units in FY17, comprising 52%
of total exports of two wheeler from India. Bajaj auto is only present in the
motorcycle segment.

6
 GROWTH OF THE INDUSTRY

Apex industry body, the Society of Indian Automobile Manufacturers (SIAM),

has confirmed Auto car professional's sales analysis of the two wheeler
industry's domestic sales. Final sales numbers for FY2018 are: 20,192,672 units,
which marks the first time that the industry has surpassed the 20 million sales
milestone.
The just ended FY2018 is turning out to a fiscal year full of new milestones.
While Maruti Suzuki India and Hero Moto Corp. have notched their very own
highs in the domestic market, the Indian two wheeler industry, which comprises
12 OEMs who reveal their monthly sales to apex body SIAM, has crossed the
20 million unit sales milestone for the first time.
As per industry statistics compiled by Auto car professional, cumulative sales
data of the top six OEMs which have announced their domestic market numbers
for fiscal year 2017-18 stacks up to 20,006,406 units, which is a robust 15.98 %
year on year growth. The Big Four - Hero Moto Corp., HMSI, TVS Motor Co.
and Bajaj Auto-along with Royal Enfield and Suzuki Motorcycle India.
Surpassing the 20 million mark also means that the Indian two wheeler industry
is poised to post double digit growth after six years. The last time was in
FY2012 when it grew 12.25% with sales of only six OEMs. The remaining six
have yet to reveal their fiscal performance, which means the big number for
FY2018 will get bigger.

7
This achievement comes as a result of the top players notching their best ever
sales in a fiscal, starts with market leader Hero Moto Corp. The world's largest
two wheeler manufacturer has stuck true to its title with humongous sales of
7,587,130 units or 37.92% of the record 20,006,406 units sold by the six OEMs
under review. This is a world record for any two wheeler maker and constitutes
sale of 20,786 units sold on each day in FY2018. This also means every 20
seconds a Hero product was sold somewhere in the country. It is also the
company's best performance ever since its incorporation as Hero Honda Motors
in 1984.
Commenting on the company's performance, Pawan Munjal, CMD, Hero Moto
corp. said: "2017-18 has been a period of high growth where Hero Moto Corp.
achieved significant milestones, and set new benchmarks in the two wheeler
industry. Achieving the landmark 7 million annual sales milestone in both the
calendar year 2017 and fiscal year 2017-18 is a clear indication that Hero
continues to be the preferred choice of customers across markets. Our overall
global sales growth has given further impetus to our global expansion plans. We
are determined and focused on bringing technologically advanced products for
our customers across the globe, building our production capacities and
expanding our customer touch points."
Hero recently laid the foundation stone of its eighth manufacturing site at
Chittoor(Andhra Pradesh). The last fiscal also witnessed Hero Moto Corp. start
operations at its Bangladesh based assembly unit (in May 2017).

8
FY2017-18 highlights a critical change in Hero Moto Corp's direction, revealed
through new product unveils and strategy. In H2 FY2018, it unveiled premium
products such as the 200cc X pulse and X treme 200R motorcycles and the
125cc Maestro Edge 125 and Duet 125 scooters. To drive sales at the entry
level, the company has recently infused new, updated models to its commuter
motorcycle portfolio strengthening the Passion and Splendor brands in the form
of the 110cc Passion Pro, Passion X pro and the 125cc Super Splendor.
Honda is biggest volume gainer in FY2018 meanwhile, Honda Motorcycle and
Scooter India (HMSI) stands out as the biggest volume gainer, surpassing Hero
Moto Corp, HMSI has added new volumes of more than one million units in the
12 months period of FY2017-18, a commendable sales record. In FY2018, the
company sold 57,75,243 units, thereby registering, according to HMSI, a new
world record of adding new sales of over a million units in a single fiscal-
additional volumes of 1,050,176 units over its FY2016-17 sales of 4,725,067
units.

According to Yadvinder Singh Guleria, Senior VP (Sales and Marketing),

"Honda 2Wheelers India is the only two wheeler company in the world to grow
at a pace witnessed never before, adding over 1 million incremental customers
in a single year. With four brand new models, new capacity infusion, addition of
500 new network outlets increasing our reach to hinterlands, Honda
successfully consolidated its leadership further in scooter segment while
aggressively gaining new motorcycle customers."

Honda's growth comes on the back of the ever growing popularity of its iconic
Activa scooters, its class leading 125cc CB Shine models and the new found
traction in the premium 160cc computer motorcycle segment via CB Hornet
160R and CB Unicorn 160. And in an effort to further boost its presence in the
growing 160cc motorcycle segment, it recently rolled out the stylish X-Blade,
which borrows the engine from other 160cc siblings.

The company is also recording good transaction in the premium 125cc scooter
segment with the Grazia riding into the popular charts within a month of its
domestic launch. Auto car professional estimates the Grazia scooter is garnering
additional volumes of 20,000-25,000 units every month. This appears to be a
good sign for the company as rivals like Hero Moto Corp, TVS and Suzuki are
eye the surging 125cc scooter segment.

It is noteworthy to mention that Honda has gone a step further by introducing

the 2018 edition of its 250cc CBR 250R and the 160cc CB Hornet 160R with
much desired safety feature of the anti lock breaking system (ABS). Other new
additions to its vast portfolio includes the 2018 edition of the 125cc CB Shine

9
and the 110cc Livo and Dream Yuga models aimed at boosting sales at the entry
level.

TVS notched record sales, Jupiter shines brighter India's third largest two
wheeler company, TVS motor Co, sold 3,367,000 units in FY2018, up 17.81%
(FY2017: 2,858,000). Credit for this strong performance goes to the 110cc
Jupiter scooter, which is leading from the front along with the iconic moped
(TVS Super XL) as the bestselling two wheeler models from the Chennai based
manufacturer.

The company is working hard to push its presence in the premium segments,
amply seen in its new product launches. It has added three new models under its
premium motorcycle Apache brand including the 310cc Apache 310RR as its
flagship model in December, followed by the updated RTR 200 4V version
2.0in January and the RTR160 4V in March. On the scooter front, TVS has
forayed into the 125cc segment with its NTORQ 125, which offers a host of
unique features.

The company has high hopes from the entry-level Apache model – the RTR 160
4V – which is understood to be the bestselling motorcycle under the Apache
brand.

Bajaj Auto feels the heat in India, but is a king in exports Bajaj Auto, India's
fourth largest two wheeler player, missed the two million unit sales mark by a
whisker, selling 1,974,577 units in FY2017-18, a marginal decline of 1.34%
YOY. The company recently rolled out the 2018 edition of its popular range
including the Pulsar, Avenger and has also lunched new models under its
Discover umbrella to boost sales.

At the premium end, while its 375cc Dominar model has failed to gamer a good
response from the domestic market, the KTM range appears to be in consistent
demand among the select customer profiles looking for premium street and
sport bikes. It remains to be seen how Bajaj Auto responds to the changing
dynamics of the motorcycle market and defines the future roadmap of its
bestselling range - the Pulsar umbrella.

10
 Part – II
Organization
Information

11
 ABOUT ORGANIZATION

Company Name : ACCURATE MOTO GUJ PVT. LTD.

Corporate Office : " RAJKOT HONDA", Kuvadva main road, Rajkot
Telephone No. : +91 281 2433300
Website : www.rajkothonda.com
Email: rajkothonda.service@gmail.com
Employees: 65- showroom
60-workshop
Main Product: Two-wheeler scooter and motorcycle
Banker: State Bank Of India
Market: Rajkot city and rural area
Establishment year: 2012
Time Keeping: 9am to 8pm

12
 ORGANIZATIONAL STRUCTURE

COMPANY
SECERETARY
FINANCE
CHARTED
ACCOUNTANT

SALESMAN

MARKETING

FIELD PERSON

HUMAN
HUMAN
OWNER RESOURCE
RESOURCE
MANAGER

INSURANCE

ADMINISTRATION

BILLING

ACCIDENT
DEPARTMENT
SERVICE WORKSHOP

TECHNICAL

13
INTRODUCTION TO FUNCTIONAL DEPARTMENTS

FINANCE DEPARTMENT

Contents:

 Introduction
 Owner & Borrowed fund
 Sources of finance

14
 Introduction to Department

Proprietorship, partnership and company, these are the parts of business styles
and all business's basic need can't be fulfill without finance. Finance is the first
element of the firm. It can't be setup without finance.

Finance is like blood of business. There is proverb said that" Business take
money to make money"

Finance is required for purchasing material required for service like tools, oils,
special machines etc. also required to pay wages and salary to employees, fuel,
etc. So, everything is brought by finance and without finance business can't be
survive.

So, finance is basic need of every business as it keeps enterprises dynamic.

Thus, success of every business mostly depends upon the financial position of
the business.

15
 Owned and Borrowed Capital

Capital structure of the firm is to make up frame of composition of

capitalization. It decides proportion of the funds to be raised by issue of
ownership capital and amount to be raised by borrowing tacking into accounts
of capital and it is impact on stability of company.

Sources of Finance

Adequate sources of capital must be developed by every business unit. A

business run by a sole proprietor or a partnership mainly relies on owner capital.
But further growth or expansion is surely limited for want of additional capital
in case of all proprietary concerned.
In case of company's large amount of capital is required and can be raised from
number of sources. Capital available for company may be described is owners,
bank, financial institutions, long term funds etc.

Accurate Moto Guj. Pvt. Ltd. has mainly three types of funds.
 Owners fund
 Inventory fund
 State bank of India

16
 MARKETING DEPARTMENT

Contents:
 Introduction
 Distribution Channel
 Product of the Company

17
 Introduction to Marketing Department

"The management process through which goods and services move from
concept to the customer. It includes the co-ordination of four elements called
4p's of marketing."

Marketing management has gained importance to meet increasing competition

and the need for improved methods of distribution to reduce cost and to
increase profits. Marketing management today is the most important function in
a commercial and business enterprise.

18
 Distribution Channel

A distribution channel is a chain of business or intermediaries through which a

goods or service passes until it reaches to the end consumers. It can include
wholesalers, retailers, distributors and even the internet if self, channel are
broken into direct and indirect forms with a "direct" channel allowing the
consumer to buy the goods from the manufacturer and an "indirect" channel
allowing the consumer to buy the goods from a wholesaler or retailer.

LEVEL OF DISTRIBUTION CHANNEL

1. Zero level channel:
When the distribution of the product is direct from the producer to the consumer
or the user. This is also called direct selling..
2. One level channel:
When the product is not sent directly from the producer to the consumer but the
producer sells the product to the retailer who in turn sells to the consumer. This
channel is also known as distribution through retailers.
3. Two level channel:
When there are two levels of different kinds of intermediaries between the
producer and the consumer. In other words under this channel the manufacturer
sells the product to the retailer and who finally sells to the consumer. This is
also called as distribution through wholesalers and retailers.

19
 CHART

1
• Manufacturer

2
• Dealers

3
• Consumers

20
Products of the Company

21
22
 HUMAN RESOURCE DEPARTMENT

Contents:
 Introduction
 Total Employees & Classification
 Dealers Relation
 Individual Relation
 Salary & Incentives

23
 Introduction to HR Department

"Personnel department is that part which is primary concerned with human

resource of organization"
-Brech

Personnel management is with the proper utilization of the human factor in

business, today the human element is considered to be the most valuable assets
over a period of ti,e, the important management has been increasing so much in
large organization.

Personnel department is also connected with training and development of

employee and providing them proper wage and salary. It is said that employee
are over one of the most important asset as of the importance of human
resources and its complexity due to every changing psychology and behavior.

In " Rajkot Honda" personnel management is very sound and effective. It is

because of effort of personnel management that " Rajkot Honda" has not seen
any strike in organization till date.

24
 Total Employees and its Classification

Employees hold a key place in business. No business enterprise can exist and
function without employees the success of business enterprise depends to a
large extent on the growth of business depends mainly on employees.
In the above discussion "Rajkot Honda" is appointing proper employee at
proper place. In this particular firm total employees are 125. Classification of
125 employees are as under

125
Employees
60- in
showroom

65- in
workshop

25
 Dealers Relations

"Rajkot Honda" has maintained good industrial relation between other

industries like they competitors, raw material provider, industry and they have
maintained also good relation with his customer like wholesaler, retailers and
direct customer.
They have followed all the rules of industrial association "Rajkot Honda" has
good relation to other Dealers in Rajkot and it also has good relation to Dealers
in Saurashtra, Ahmadabad, Vadodra and Surat. This firm is maintaining easy
communication to other Dealers by Telephone and E-mails.
"Rajkot Honda" has followed all the rules of the company law. Thus, it has
maintained good relation with all the Dealers of Gujarat & also other state
Dealers. Good relation between employees and employers is seen in this
company.

26
 Individual Relations

"Rajkot Honda" also have relation in the entire industry. Top management
direct involve in day-today activities of the industry.

If any problems of employees are not solved by supervisor then the problem can
be solved by firm's management. Company provides many facilities to the
employees like Bonus, Extra wages, for more work promotion, increase salary,
leaves, and medical facility as well.

 Other Facilities
In spite of the above facilities, it provides sweets on various occasions and also
show some movie to entertain them.
 Medical Facilities
Till labors are working in the firm medical facility and medicines to the workers
and thus, company also have a doctor in the firm.
 Loan Facilities
When labor needs money for emergency company provides loan facility as well.

27
 SALARY AND INCENTIVES

Worker and employees are being rewarded for their services to organization.
This monetary return is called as salary or wages. Maximum of all problems
encountered by the employees, most of them are relating to the remuneration
provided by firm in form of salary or wages. If the return is given to employee
for giving their mental stress, it is called add salary and if workers give their
physical stress, it is called wages.

Other than this, there are also incentives related to achieving targets of
servicing, selling accessories per vehicles per vehicle, etc. the wages are paid
according to the above mentioned method and salaries and incentives are both
paid at the end of the month.

There is one main type of incentive offered that is

- INCENTIVES PER VEHICLE

28
 SCOOTERS TOTAL
MODEL FULL ACC EW/AMC
Activa 3G 75 25 50
Activa 125 200 20 30 250
Dio 200 20 30 250
Aviator 280 20 30 330
Activa I 280 20 30 330
Cliq 150 20 30 200
Grazia 150 20 30 200
MOTORCYCLES EW AMC TOTAL
Shine 50 20 30 100
Shine disc 200 20 30 250
Shine SP 150 20 30 200
Shine SP disc 200 20 30 250
Dream yuga 150 20 30 200
Dream neo 150 20 30 200
CD 110 150 20 30 200
Livo 200 20 30 250
Livo disc 200 20 30 250
Unicorn 160 350 20 30 400
Hornet 350 20 30 400
CBR 150/250 500 20 30 550
INSURANCE
2 Years 50
3 Years 50

29
 ADMINISTRATION DEPARTMENT

Contents:

 Introduction
 Billing
 Extra Warranty
 Annual Service
 CR Department
 Tele-Calling

30
 Introduction to Admin Department

Admin department is generally about the back office work. Elaborately it is

about administration of overall premises. Like admin person looks after
facilities keep up for customers and workers as well.

While those for back office for service looks after billing and collection of
customer's information for doing customer's work done properly.
They also look after the policies extra warranty and insurance related work for
the customers.

Annual service packages are sold as well. When customer comes for service
they are given brief information about annual service package which brings ease
for customers.

For certain task related to customer relation, customer relationship executive is

hired. She is supervised by service manager during work. Who does the task of
taking feedback after service, reminders of services, etc. Also gives birthday
greetings to regular customer.

Tele caller is appointed for the task mentioned above who is accompanied by
CRE (Customer Relation Executive).

31
 SERVICE DEPARTMENT

Contents:

 Introduction
 Machines, Tools Materials
 Service process
 Service process chart

32
 Introduction to Service Department

Service is an organizational activity of giving customer satisfaction after sales.

After sales satisfaction is a huge platform of attracting more customers in
future. If customer satisfaction attracts existing customers it can be a great way
of future increase in sales.

Servicing is the precious work of the unit because without consumer satisfaction
we can't create any product demand. So we can say servicing is the secondary
part of the organization.

The service function of a business is concerned with the creation of a service to

satisfy customer need, wants and desire. Sales in concern with Rajkot Honda we
can say are the main and core function while in service includes all other
activity that is developed around the sales activity.

So now, let's understand the service department of "Rajkot Honda"

33
 Machines, tools and Materials

Material and equipments required for service plays a vital role in servicing
process. If adequate and abundance material are not easily available resulted in
cost of production is high.

In "Rajkot Honda" they purchase better material. They want to minimize cost
and give service in reasonable rates.

They have purchase material in local market like Rajkot, Mumbai and
Ahmadabad. They have purchase in bulk and large number of quality of
material (oil/bolts/parts) therefore they have separate room in the Workshop to
store the material.

34
 Service Process

 First of all A vehicle TAG NUMBER is allocated to every vehicle coming in

the workshop for service.
 After that a JOB CARD IS OPENED for the vehicle which contains the
details to be covered for service.
 After all the paperwork is done, the vehicle is sent to WASHING department
for wash.
 Then after, the vehicle is sent for SERVICING according to allocated details
in the job card.
 Then the supervisor INSPACTS THE VEHICLE with the paper details to
ensure the best of service.
 After completion of the entire service process, BILLING PROCESS is done.
 Finally, delivering the vehicle is done along with the detailed
EXPLAINATION OF WORK that is done by the service advisor.
 After the entire process, by tele-callers FEEDBACKS are taken from the
customers.

35
 Service Process Chart

Allocating Processing of
Vehicle Tag Allocated Biling Process
Number Work

Final Delivering the

Opening of Job
Inspection of Vechile To the
Card
Work Customer

Washing of Polishing Of
Feedback
Vechile Vechile

36
 SWOT ANALYSIS

Strength
 Low operational cost
 Presence of distribution channel in both rural and urban areas
 Best quality
 Financially strong position
 Diversified product portfolio

Weakness
 Lack of professionalism in some aspects
 Lack of investment in research and development leading to innovative
products

Opportunity
 Company can increase sell in upcoming years
 Company can increase sales in rural

Threats
 Competition increasing

37
 Part – III
Primary Study

38
 INTRODUCTION TO THE STUDY

Customer satisfaction is related to the human activity directed at satisfying

wants through the exchange of goods and service.

Satisfying the customers occupies a most important position in business

management. Customer satisfaction plays a crucial and critical role as it deals
with customers and their needs. The major task of organization is to satisfy
customers by meeting their needs and wants.

The essence of organization is the customer and not the product shall be the
heart of the entire business system. It emphasizes on customer oriented
business. Policies and programs, which are formulated to serve efficiently the
customer demand.

"Satisfaction of a customer is so basic that it cannot be considered as a separate

function. It is the way whole business seen from the point of view of its final
results i.e., from the customer's point of view."

A customer is the king and has the right to choose from a large variety of
offering . He is the main person around which all business evolves. Today
market is a more customer oriented in the sense all the business operations
revolve around satisfying the customer by meeting their needs through effective
service.

Thus, business is often dynamic, challenging and rewarding. It can also be

frustrating and even disappointing but never dull. The topic "Customer
satisfaction after Sales and service " is chosen to study the service provided by
Accurate Moto Pvt. Ltd. who are the dealers of Honda in the city of Rajkot.
This project deals with how Accurate Moto Pvt. Ltd. defines its consumer and
uses its resources in the best way to attract and satisfy their needs and wants
competitively and profitably. Here satisfying customers limited only till the
service is provided after sales, but they include all functions necessary to satisfy
the customer such as financing, after sales services, etc.

39
 BACKGROUND OF THE STUDY

Customer is one for whom you satisfy a want or need in return for some of
payment. The payment may be money, may be time, or may be goodwill but
there is some form of payment. Satisfaction is the level of person felt state by
comparing products perceived in relation to the person's expectations.

Satisfaction level is function of the difference between perceived performance

and expectations. If the performance falls short of expectations, the customer is
not satisfied. If the performance matches the expectations the customer's are
highly satisfied. If the performance is beyond his expectations the customer is
thrilled.

Customer satisfaction is customer's positive or negative feeling about the value

that was perceived as a result of using particular organization's offering in
specific used reaction to a series of use situation experience. According to Peter
F. Drucker, the purpose of business is to create and then retain a satisfied
customer. A society supports business because they serve its member's by
catering to their needs and leave them satisfied. If business dissatisfied its
customer's and not only these customers stop availing service, but society at
large will condemn the firm and may even penalize it to the point of its
expectation.

40
 LITRECTURE REVIEW

A study conducted by KAVITA DUA (2013) on customer satisfaction,

Satisfaction is crucial concern for both organization and customers. satisfaction
is a subjective concern and therefore difficult to determine. It depends on many
factors and varies from person to person and product to product. The
importance of customer satisfaction in strategy development for customers and
market oriented cannot be under determine. Now a day it has become very
important factor for each and every organization to enhance the level of
customer satisfaction the overall study reveals that it was found that the
customer are mostly satisfied with price, design, safety, millage, brand name
and after sales service

A study conducted by KHALED NAWASER (2011) in this research customer

service quality ,product quality, customer satisfaction and loyalty can be
measured at different stages for example at the beginning of the purchase and
one or two year after purchase. The population of the study is all of the TATA
INDICA car owners in Pune. Hypothesis of the study will analyze using
regression and ANOVA. Result of the study shows that there are high positive
co relation between the construct of customer service and product quality with
customer satisfaction and loyalty

A study conducted by NAZIM HUSSAIN AND WAHEED AKBAR

(2011).This is an empirical study on after sales quality of Pakistan's automotive
battery manufacturer the research measure the quality of service in atlas battery.
Selling product with the brand name of AGS by using the SER QUAL method
the data was collected using an instrument from previous study to study the
impact of quality of after sales service on customer satisfaction . The main
variables effecting customer satisfaction are product quality and social
responsibility. The result reveal that customer satisfaction increase with batter
service delivery.

A study conducted by FARRIS (2010). Customer satisfaction is an ambiguous

and abstract concept and the actual manifestation of the state of satisfaction will
vary from person to person and product to product and service to service.
Customer satisfaction, a term frequently used in marketing, it is measure of how
products and service 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 exceeds specified satisfaction goals."

41
A study conducted by PAESURAMAN. the measurement of customer
satisfaction with a service by using the gap between the customers expectation
of performance and their perceived experience of performance. This provides
the measure with a satisfaction "gap" which is objective and quantitative in
nature.

According to KIM, PARK and JEONG(2004) customer satisfaction is

customer's reaction to the state of satisfaction, and customer's judgment of
satisfaction level. Customer satisfaction is very important in today's business
world as according to DANG ET AL.,(2009) the ability of a service provider to
create high degree of satisfaction is crucial for product differentiation and
developing strong relationship with customers.

42
 PROBLEM STATEMENT

Research problem in general sense to decide general area of interest or aspect of

a subject matter that a researcher would like to inquire into. Essentially two
steps are involved in formulating research problem viz, understanding the
problem thoroughly, and rephrasing the same into meaningful terms from an
analytical point of view.

As mentioned above, the primary aim of the assignment is to analyze the

customer satisfaction and after sales services at Rajkot Honda.

43
 RESERCH OBJECTIVE

1. To know the customer satisfaction level regarding after sales services.

2. To know the current scenario of automobile industry with special reference
to Rajkot city.
3. To check the awareness level among the consumers in Rajkot city
4. To study the services which are mostly used by the customers.
5. To know the frequency level of purchasing vehicles in Rajkot city.
6. To determine the customer's expectations about Rajkot Honda.
7. To analyze the most common vehicles purchased by the consumers of Rajkot
Honda.
8. To know the reputation of the company in the market.
9. To study the satisfaction level of customers of Rajkot Honda.

44
 PART-IV
RESEARCH
METHODOLOGY

45
 RESEARCH DESIGN
A research design is a framework or blue print for conducting the research
project. It details the procedure necessary for obtaining the information needed
to structure and solve research problem. A research design lays the foundation
for conducting the project.

The cross-sectional descriptive research design is used for conducting this

research work because this design enables the researcher to study the problem at
given point of time of the population of interest.

To identify the problem, to develop and approach the problem and to formulate
an appropriate research design, primary research is used. Several people who
were visited the showroom of Rajkot Honda were identified and primary data
were collected from respondents using structured questionnaire.

Firstly pilot study will be done and its output will be used for the formulation of
questionnaire especially for item construction for the scale to measure the
satisfaction level. A structured questionnaire will be designed for quantitative
research and will be pre-tested before using as a final instrument for collecting
the data.

46
 SOURCES OF DATA

A research project may depend upon two types of data.

1. Primary data
2. Secondary data

1. Primary Data

Primary data are those data which are collected directly by the researchers
themselves. But, the process of collecting primary data is more complicated the
primary data is collected by using primary methods such as questionnaires,
interviews, observations, etc. For this study questionnaires are used to collect
primary data from the customers.

2. Secondary Data

Secondary data mainly include past records or reports of any organization. Any
article or report published in newspapers, books etc. the data can be collected at
less cost of time and money.

47
 DATA COLLECTION METHOD

To collect information for the study from customers, primary research is used.
Secondary data has been collected from library of Atmiya college, internet etc.
Structured questionnaire was used as instrument for collecting the primary data.
The response were recorded and measured by using nominal scale and likert
scale. The data collected thus was quantitative in nature. The questionnaire was
pre- tested before final use.

Data collection is the process of gathering and measuring information on

variables of interest, in an established systematic fashion that enables one to
answer stated research questions, test hypothesis, and evaluate outcomes. The
data collection component of research is common to all fields of study including
physical and social sciences, humanities, business, etc. While methods vary by
discipline, the emphasis on ensuring accurate and honest collection remains the
same.

The data collection also the respondents refuse to cooperate do not provide any
information and sometimes provide wrong information. A survey method is the
fact that the individual of the interviewer or questionnaire of way of makes a big
difference in from interviewers.

48
 POPULATION

"A population , in statistics and other areas of mathematics, is a discrete group of

people, animals or things that can be identified by at least one common
characteristic for the purposes of data and analysis."
In my research work my target population is the consumers which are living in
the Rajkot city.

SAMPLE SIZE

In my research work, I have taken 100 respondents as a sample.

49
 SAMPLING METHOD

The sampling procedure used will be convenience sampling combined with

judgmental sampling. Samples have been taken into consideration on the basis
of criteria which includes that respondent should be a customers are satisfied
with the after sales services provided by the company.

50
 DATA ANALYSIS AND INTERPRETATION
Question :1

GENDER:

A)Male

B)Female

Gender Responses Percentage

Male 70 70%
Female 30 30%
Total 100 100%

Gender
80
70
60
50
40
Responses
30
20
10
0
Male Female

Interpretation:

From the above analysis we can say that the majority of the customers are Male
and some of the customers are Female also.

51
Question : 2

AGE:

A) 18 to 30

B) 30 to 40

C) 40 to 50

D) More than 50

Age Responses Percentage

18 to 30 57 57%
30 to 40 29 29%
40 to 50 8 8%
More than 50 6 6%
Total 100 100%

Age of the Customers

60

50

40

30
Responses
20

10

0
18 to 30 30 to 40 40 to 50 More than 50

Interpretation:
From the above analysis we can say that the majority users of two wheelers are
Youngsters belong to the age group of 18 to 30 still some of the customers are
between the age group of 30 to 50.

52
Question :3
OCCUPATION:
A) Business
B) Job
C) Professionals
D) Others

Occupation Responses Percentage

Business 24 24%
Job 51 51%
Professionals 7 7%
Others 18 18%
Total 100 100%

Occupation
60

50

40

30
Responses
20

10

0
Business Job Professionals Others

Interpretation:
From the above analysis we can say that the most of the two wheeler buyers are job
seekers but is doesn't mean that the businessman ,professionals and other people
engaged with different works are not buying scooters.

53
Question: 4
INCOME:
A) Less than 10000
B) 10000 to 20000
C) 20000 to 30000
D) More than 30000

Income Responses Percentages

Less than 10000 36 36%
10000 to 20000 42 42%
20000 to 30000 13 13%
More than 30000 9 9%
Total 100 100%

Income Level
45
40
35
30
25
20
Responses
15
10
5
0
Less than 10000 to 2000020000 to 30000 More than
10000 30000

Interpretation:
From the above analysis it is clear that most of the respondents are belong to the
income group of 10000 to 20000 and very few respondents are belong to the income
group of more than 30000.

54
Question: 5
SINCE HOW MANY YEARS ARE YOU USING VEHICLES OF HONDA?
A) Less than 6 months
B) 1 to 2 years
C) 2 to 3 years
D) More than 3 years
Years Responses Percentages
Less than 6 months 8 8%
1 to 2 years 59 59%
2 to 3 years 23 23%
More than 3 years 10 10%
Total 100 100%

No of Years
70
60
50
40
30 Responses
20
10
0
Less than 6 1 to 2 years 2 to 3 years More than 3
months years

Interpretation:
From the above analysis we can say that most of the respondents uses vehicles of
Honda from 1 to 2 years and very few users are using vehicles for more than 3 years.

55
Question : 6
WHICH VEHICLE OF HONDA ARE YOU USING CURRENTLY?
A) Activa
B) Dio
C) Aveator
D) Any Shine series
E) Any Dream series
F) Any Other
Vehicles Responses Percentages
Activa 48 48%
Dio 9 9%
Aveator 7 7%
Any shine series 16 16%
Any Dream series 7 7%
Any other 13 13%
Total 100 100%

Usage of Vehicles
60

50

40

30

20 Responses

10

0
Activa Dio Aveator Any shine Any Any other
series Dream
series

Interpretation:
From the above analysis we can say that the most of the respondents are using Activa
product of Honda company and very few respondents are using Aveator or any
Dream series of the company.

56
Question : 7
ARE YOU AWARE ABOUT NEW PRODUCTS LAUNCHED BY HONDA?
A)Yes
B) No
Options Responses Percentage
Yes 43 43%
No 57 57%
Total 100 100%

Awareness about new products

60

50

40

30
Responses
20

10

0
Yes No

Interpretation:
From the above analysis we can say that the most of the respondents are not aware
about the new products launched by the company.

57
Question :8
HAVE YOU PURCHASE YOUR VEHICLE FROM RAJKOT HONDA?
A) Yes
B) No

Options Responses Percentage

Yes 77 77%
No 23 23%
Total 100 100%

No of Purchasers
90
80
70
60
50
40 Responses
30
20
10
0
Yes No

Interpretation:
From the above analysis we can say that most of the respondents have purchased
their vehicle from Rajkot Honda.

58
Question : 9
YOU ARE GETTING REGULAR SERVICE CALL FROM SERVICE
CENTRE.
A) Strongly Agree
B) Agree
C)Neutral
D) Disagree
E) Strongly Disagree

Options Responses Percentages

Strongly agree 36 36%
Agree 54 54%
Neutral 3 3%
Disagree 1 1%
Strongly Disagree 6 6%
Total 100 100%

Regular call from service centre

60
50
40
30
Responses
20
10
0
Strongly Agree Neutral Disagree Strongly
agree Disagree

Interpretation:
From the above analysis we can say that most of the customers are agree that
company gives them regular calls regarding service and very few respondents are
disagree with this.

59
Question : 10
WHEN YOU ENTRED SERIVCE CENTRE STAFF GIVES YOU
PROPER TIME.

A) Strongly Agree
B) Agree
C)Neutral
D) Disagree
E) Strongly Disagree
Options Responses Percentages
Strongly agree 22 22%
Agree 46 46%
Neutral 21 21%
Disagree 8 8%
Strongly Disagree 3 3%
Total 100 100%

Staff gives you Proper Response

50
45
40
35
30
25
20 Responses
15
10
5
0
Strongly Agree Neutral Disagree Strongly
agree Disagree

Interpretation :
From the above analysis we can say that most of the respondents are agree with the
proper response given by the staff some of them are natural also and some of them
are strongly disagree with this statement.

60
Question :11
ALL THE SERIVCE STAFF UNDERSTANDS YOUR PROBLEMS OR
ISSUES EASILY

A) Strongly Agree
B) Agree
C)Neutral
D) Disagree
E) Strongly Disagree

Options Responses Percentages

Strongly agree 23 23
Agree 53 53
Neutral 24 24
Disagree 0 0
Strongly Disagree 0 0
Total 100 100%

Understands problems and issues

easily
60
50
40
30
20 Responses

10
0
Strongly Agree Neutral Disagree Strongly
agree Disagree

Interpretation:
From the above analysis we can say that all the respondents have given positive
response that the staff understands their problems.

61
Question : 12
ALL THE SERVICE STAFF IS HIGHLY CO OPRETIVE.

A) Strongly Agree
B) Agree
C)Neutral
D) Disagree
E) Strongly Disagree

Options Responses Percentages

Strongly agree 14 14%
Agree 49 49%
Neutral 37 37%
Disagree 0 0
Strongly Disagree 0 0
Total 100 100%

Staff is Co-Oprative
60
50
40
30
Responses
20
10
0
Strongly Agree Neutral Disagree Strongly
agree Disagree

Interpretation:
From the above analysis we can say that all the respondents have given positive
response that the staff is highly cooperative.

62
Question: 13
THE TIME ALOCATED FOR THE SERIVCE OF VEHICHLE IS
ENOUGH.

A) Strongly Agree
B) Agree
C)Neutral
D) Disagree
E) Strongly Disagree

Options Responses Percentages

Strongly agree 21 21%
Agree 42 42%
Neutral 34 34%
Disagree 3 3%
Strongly Disagree 0 0%
Total 100 100%

Time for Vehicles is Enough

45
40
35
30
25
20
Responses
15
10
5
0
Strongly Agree Neutral Disagree Strongly
agree Disagree

Interpretation:
From the above analysis we can say that most of the respondents are agree that the
time taken for service is enough and only few respondents are not agree with this
statement.

63
Question : 14
THE SERVICE CHARGE IS REASONABLE

A) Strongly Agree
B) Agree
C)Neutral
D) Disagree
E) Strongly Disagree
Options Responses Percentages
Strongly agree 23 23%
Agree 38 38%
Neutral 33 33%
Disagree 5 5%
Strongly Disagree 2 2%
Total 100 100%

Service charge is Reasonable

40
35
30
25
20
15 Responses

10
5
0
Strongly Agree Neutral Disagree Strongly
agree Disagree

Interpretation:
From the above analysis we can say that most of the respondents are agree that the
service charge is reasonable only few respondents are strongly disagree with this
statement.

64
Question ; 15
VEHICHLE IS ALWAYS READY AT GIVEN TIME

A) Strongly Agree
B) Agree
C)Neutral
D) Disagree
E) Strongly Disagree

Options Responses Percentages

Strongly agree 29 29%
Agree 46 46%
Neutral 21 21%
Disagree 3 3%
Strongly Disagree 1 1%
Total 100 100%

Vehicle is ready at given time

50

40

30

20 Responses

10

0
Strongly Agree Neutral Disagree Strongly
agree Disagree

Interpretation:
From the above analysis we can say that most of the respondents are agree that the
vehicle is always ready at given time only some of the respondents are strongly
disagree with this statement.

65
Question : 16
ALL THE SPAREPARTS WHICH REQUIRED TO REPAIR
BIKE/SCOOTER ARE ALWAYS AVAILABLE.

A) Strongly Agree
B) Agree
C)Neutral
D) Disagree
E) Strongly Disagree
Options Responses Percentages
Strongly agree 23 23%
Agree 41 41%
Neutral 26 26%
Disagree 9 9%
Strongly Disagree 1 1%
Total 100 100%

Spareparts are available

45
40
35
30
25
20
Responses
15
10
5
0
Strongly Agree Neutral Disagree Strongly
agree Disagree

Interpretation:
From the above analysis we can say that most of the respondents are agree that spare
parts are available at the time only few are disagree with this statement.

66
Question : 17
THE CO-OPERATON/ANSWER FROM SERVICE RECEPTIONIST IS
VERY CO-OPRATIVE

A) Strongly Agree
B) Agree
C)Neutral
D) Disagree
E) Strongly Disagree
Options Responses Percentages
Strongly agree 28 28%
Agree 41 41%
Neutral 27 27%
Disagree 2 2%
Strongly Disagree 2 2%
Total 100 100%

Receptionist is very co-operative

45
40
35
30
25
20
Responses
15
10
5
0
Strongly Agree Neutral Disagree Strongly
agree Disagree

Interpretation :
From the above analysis we can say that most of the respondents are agree that
receptionist is highly cooperative only few are disagree with this.

67
Question : 18
AT THE TIME OF EMERGENCY OR DIFFICULTY SERVICE STAFF
PROVIDES IMMIDATE SUPPORT OR CO-OPERATION.

A) Strongly Agree
B) Agree
C)Neutral
D) Disagree
E) Strongly Disagree
Options Responses Percentages
Strongly agree 49 49%
Agree 42 42%
Neutral 8 8%
Disagree 1 1%
Strongly Disagree 0 0%
Total 100 100%

Immidate support from service staff

at the time of emergency
60
50
40
30
Responses
20
10
0
Strongly Agree Neutral Disagree Strongly
agree Disagree

Interpretation:
From the above analysis we can say that respondents are strongly agree that staff
gives them support at the time of emergency very less are disagree with this.

68
Question : 19
THE CLAIM AND SATTELEMENT PROCEDURE OF THE SERVICE
CENTRE IS EXCELLENT

A) Strongly Agree
B) Agree
C)Neutral
D) Disagree
E) Strongly Disagree

Options Responses Percentages

Strongly agree 39 39%
Agree 37 37%
Neutral 24 24%
Disagree 0 0%
Strongly Disagree 0 0%
Total 100 100%

Claim and sattlement procedure is

excellent
50

40

30

20 Responses
10

0
Strongly Agree Neutral Disagree Strongly
agree Disagree

Interpretation:
From the above analysis we can say that most of the respondents are strongly agree
that claim and settlement procedure is excellent.

69
Question : 20
YOU ARE GETTING COMPLETE INFORMATION REGARDING THE ISSUE OR
PROBLEM FOR BIKE/SCOOTER FROM SERVICE STAFF.

A) Strongly Agree
B) Agree
C)Neutral
D) Disagree
E) Strongly Disagree

Options Responses Percentages

Strongly agree 13 13%
Agree 58 58%
Neutral 26 26%
Disagree 1 1%
Strongly Disagree 2 2%
Total 100 100%

Complete information regarding

bike/scooter
70
60
50
40
30
Responses
20
10
0
Strongly Agree Neutral Disagree Strongly
agree Disagree

Interpretation:
The above analysis says that most of the respondents are agree that staff gives them
complete information regarding their vehicle only few of them are disagree with this.

70
Question : 21
THE TECHINICAL SKILL OF SERVICE STAFF IS EXCELLENT.

A) Strongly Agree
B) Agree
C)Neutral
D) Disagree
E) Strongly Disagree

Options Responses Percentages

Strongly agree 37 37%
Agree 39 39%
Neutral 20 20%
Disagree 4 4%
Strongly Disagree 0 0%
Total 100 100%

Technical skill of service staff is

ecxellent
45
40
35
30
25
20
Responses
15
10
5
0
Strongly Agree Neutral Disagree Strongly
agree Disagree

Interpretation :
From the above analysis we can say that most of the respondents are agree that skill
of service staff is excellent only few of them are disagree with this statement.

71
Question : 22
THE OVERALL SATISFACTION AT SERVICE CENTRE IS
EXCELLENT.

) Strongly Agree
B) Agree
C)Neutral
D) Disagree
E) Strongly Disagree

Options Responses Percentages

Strongly agree 18 18%
Agree 59 59%
Neutral 19 19%
Disagree 3 3%
Strongly Disagree 1 1%
Total 100 100%

Overall satisfaction is Excellent

70
60
50
40
30 Responses
20
10
0
Strongly Agree Neutral Disagree Strongly
agree Disagree

Interpretation :
From the above analysis we can say that most of the respondents are satisfied with
the services of the company as they are strongly agree with the excellence of the
service staff.

72
 HYPOTHESIS

H0 =The customer satisfaction opinion for the satisfaction of after sales service at
Rajkot Honda are uniformly distributed.
H1 =The customer satisfaction opinion for the satisfaction of after sales service at
Rajkot Honda are not uniformly distributed.

FO FE (FO-FE) (FO- (FO-FE)/FE

FE)2
18 20 -2 4 0.2
59 20 39 1521 76.05
19 20 -1 1 0.05
3 20 -17 289 14.45
1 20 -19 361 18.05
108.8

Calculated Value = 108.8

Tabulated Value = 9.48 (From the chi-square table)
Here, calculated value is more than tabulated value so that null hypothesis is going to
be rejected and alternative hypothesis is going to be accepted.
So, we can say that the customer opinion for the satisfaction of after sales service at
Rajkot Honda are not uniformly distributed.

Therefore, H0 is accepted and

H1 rejected

73
 FINDINGS
 Company did not give any effective advertisement of their new vehicle.
 Most of respondents agree on that thing i.e. they getting regular service call from
service center.
 Staff of service center are highly co-operative, they understand the problem
easily and they give proper time to customers and vehicle is always ready at
given time.
 All the spare-parts which required to repair are always available at service center
and price taken by service center is reasonable.
 At a time of difficulty service staff provides immediate support to respondents.
 Many respondents strongly agree on that thing i.e. the claim settlement
procedure of the service center and technical skill of service is excellent.
 many respondents agree on that thing i.e. service center provide excellent service
and they are satisfied with that.

74
 CONCLUSION

Summing up all the above discussion at the time of training period, I have
found out that working of all the departments of the company was very well
organized and satisfactory and all the concerned managers and officers are very
interested and co-operative in their work.

The company has very efficient and smooth marketing department, service
department ,administration department, finance department and human resource
management department. They have provided me proper guidelines and
information which I needed to complete this project.

75
 LIMITATIONS

 The research was conducted in a specified fixed area i.e. Rajkot city.
 Time available was minimum so time factor was also a part of my
limitation.
 Some respondents may have personal bias due to which they may not
have given the correct information and so the right conclusion may not
have been derived at.
 Today's market is characterized by tremendous changes whatever is
applicable today is outdated tomorrow so today's whatever research have
been done may change tomorrow.

76
 BIBLIOGRAPHY

http://autocarpro.in/articledetail/articleid/28927

https://googalwebilight.com/i?u=https://www.fintapp.com/blog/two-
wheelr-industry-analysis-research-report/&hl=en-IN

https://m.timesofindia.com/auto/bikes/india-is-now-worlds-biggest-2-
wheeler-market/articalshow/58555735.cms

https://www.slideshare.net/mobile/hemanthcrpatna/a-study-of-customer-
satisfacition-on-after-sales-and-service-conducted-at-arpita-bajaj-hassan

https://www.slideshare.net/mobile/pratikbalala/presentationcustomer-
satisfaction-towards-sales-and-service-provided-by-amideep-honda

http://www.streetdirectory.com/travel_guide/60131/motorcycles/the_two
_wheeler_industry_in_india.html

77
ANNEXURE

78
 CUSTOMER SATISFACTION OF AFTER SALES SERVICE
AT RAJKOT HONDA
1. NAME:
2. ADDRESS:

3. GENDER:
(A)Male
(B)Female

4. AGE:
(A) 18 to 30
(B) 31 to 40
(C) 40 to 50
(D) More than 50

5. OCCUPATION:
(A) Business
(B) Job
(C) Professional
(D) Other

6. MONTHLY INCOME:
(A) Less than 10000
(B) 10000 to 20000
(C) 20000 to 30000
(D) More than 30000

7. SINCE HOW MANY YEARS ARE YOU USING VEHICLES OF HONDA?

(A) Less than 6 months
(B) 1 to 2 years
(C) 2 to 3 years
(D) More than 3 years

79
8. WHICH VEHICHLE OF HONDA ARE YOU USING CURRENTLY?
(A) Activa specify
(B) Dio
(C) Aveator
(D) Any Shine series
(E) Any Dream series
(F) Any other

9. ARE YOU AWARE ABOUT NEW PRODUCTS LAUNCHED BY HONDA?

(A) Clicq
(B) Grazia
(C) X Blade

10. HAVE YOU PURCHASE YOUR VEHICHLE FROM RAJKOT HONDA?

(A) Yes
(B) No

80
SR PARTICULAR STRONGLY AGREE NETURAL DISAGREE STRONGLY
NO. AGREE DISAGREE
1 YOU ARE GETTING
REGULAR SERVICE CALL
FROM THE SERVICE
CENTRE.

2 WHEN YOU ENTRED

SERIVCE CENTRE STAFF
GIVES YOU PROPER TIME.

3 ALL THE SERIVCE STAFF

UNDERSTANDS YOUR
PROBLEMS OR ISSUES
EASILY

4 ALL THE SERVICE STAFF

IS HIGHLY CO OPRETIVE.

5 THE TIME ALOCATED FOR

THE SERIVCE OF
VEHICHLE IS ENOUGH.

6 THE SERVICE CHARGE IS

REASONABLE

7 VEHICHLE IS ALWAYS
READY AT GIVEN TIME

8 ALL THE SPAREPARTS

WHICH REQUIRED TO
REPAIR BIKE/SCOOTER
ARE ALWAYS AVAILABLE.

9 ALL THE SPAREPARTS

WHICH REQUIRED TO
REPAIR BIKE/SCOOTER
ARE ALWAYS AVAILABLE.

10 THE CO-
OPERATON/ANSWER
FROM SERVICE
RECEPTIONIST IS VERY
CO-OPRATIVE

81
11 AT THE TIME OF
EMERGENCY OR
DIFFICULTY SERVICE
STAFF PROVIDES
IMMIDATE SUPPORT OR
CO-OPERATION.

12 THE CLAIM AND

SATTELEMENT
PROCEDURE OF THE
SERVICE CENTRE IS
EXCELLENT

13 YOU ARE GETTING

COMPLETE INFORMATION
REGARDING THE ISSUE OR
PROBLEM FOR
BIKE/SCOOTER FROM
SERVICE STAFF.

14 THE TECHINICAL SKILL OF

SERVICE IS EXCELLENT.

15 THE OVERALL
SATISFACTION AT
SERVICE CENTRE IS
EXCELLENT.

SUGGESTIONS :

82