RESEARCH PROJECT REPORT

ON
“A STUDY ON CONSUMER SATISFACTION
TOWARDS NON-GEAR TWO WHEELER OF HONDA
IN NODIA”
Submitted For
THE PARTIAL FULLFILLMENT OF THE AWARD OF DEGREE OF

MASTER OF BUSINESS ADMINISTRATON (MBA)

UNDER THE GUIDANCE OF: SUBMITTED BY:

Nazia Jamal Name – Ashu Chandna

Assistant Professor MBA 2nd Year

Roll no -18001318004

Department Of Management Studies Session:

2016- 2018

Dated:

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 CERTIFICATE
This is to certify that Ashu Chandna has undertaken this
Research project work entitled “A STUDY ON
CONSUMER SATISFACTION TOWARDS NON-GEAR
TWO WHEELER OF HONDA IN NODIA” for the partial
fulfilment of the award of Master of Business Administration
degree from
As per best of my knowledge this Research project work
is an original piece of work and has not been submitted or
published elsewhere.
I wish him all the best for his bright future ahead.

Miss. Shikha Aggarwal

Assistant Professor
Department of
Management Studies

Student Declaration

I, NIMISH GUPTA hereby declare that the report for Comprehensive Project entitled “A
STUDY ON CONSUMER SATISFACTION TOWARDS NON-GEAR TWO WHEELER

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OF HONDA IN NODIA CITY” is a result of own work and our indebtedness to other work
publications, references, if any, have been duly acknowledged.

(NIMISH GUPTA)

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 INDEX

Acknowledgement
I am glad to submit this report. I like this opportunity to express my heart-felt,
sincere and deep sense of gratitude towards the management of “ A STUDY
ON CONSUMER TWO SATISFACTION TOWARDS NON-GEAR
WHEELER OF HONDA” to providing me a value untenable change in the
experience

I take this opportunity to thank our Dean of the MBA department Dr. Mukul
Gupta who has constantly guided throughout our project

I would like to thank Miss. Shikha Aggarwal (assistant professor) and all
M.B.A. Staff members for giving me valuable directly or indirectly support in
preparation of this report.

Yours Faithfully

(NIMISH GUPTA)

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S.no Content Page No.

1 CHAPTER 1

Introduction 07-54
Introduction to Industry
Introduction to product
Introduction to topic
2 CHAPTER 2

Objectives of the Study 55-56

3 CHAPTER 3

Literature Review 57-60

4 CHAPTER 4 61-64

Research Methodology
Research Design

Source’s of Data
5 CHAPTER 5 65-82

Data Analysis and Interpretation

6 CHAPTER 6 83-87

Findings

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7 CHAPTER 7

Conclusion and Suggestions

88-91

Biblography
92-94

Annexure 95-104

CHAPTER 1

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Introduction

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 Introduction to Industry
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With the increasing growth in demand on back of rising income, expanding middle class and
technology, will propel India to be among the world's top five auto-producers by 201

The automobile industry accounts for 22 per cent of the country's manufacturing gross
domestic product (GDP). The auto sector is one of the biggest job creators, both directly and
indirectly. It is estimated that every job created in an auto company leads to three to five
indirect ancillary jobs

India is expected to become a major automobile manufacturing hub and the third largest
market for automobiles by 2020, according to a report published by Deloitte.

India is currently the seventh-largest automobiles producer in the world with an average
annual production of 17.5 million vehicles, and is on way to become the fourth largest
automotive market by volume, by 2015.

young population base, in addition to a large pool of skilled manpower and growing .

Honda has been the world's largest motorcycle manufacturer since 1959, as well as the
world's largest manufacturer of internal combustion engines measured by volume, producing
more than 14 million internal combustion engines each year.

Honda surpassed Nissan in 2001 to become the second-largest Japanese automobile

manufacturer. As of August 2008, Honda surpassed Chrysler as the fourth largest automobile

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manufacturer in the United States. Honda is the sixth largest automobile manufacturer in the
world. Honda was the first Japanese automobile manufacturer to release a dedicated luxury
brand, Acura, in 1986.

Aside from their core automobile and motorcycle businesses, Honda also manufactures
garden equipment, marine engines, personal watercraft and power generators, amongst
others. Since 1986, Honda has been involved with artificial intelligence/robotics research and
released their ASIM Orobot in 2000.

They have also ventured into aerospace with the establishment of GE Honda Aero Engines
in 2004 and the Honda HA-420 HondaJet, scheduled to be released in 2011. Honda spends
about 5% of its revenues into R&D.

LEADING PLAYERS IN TWO-WHEELERS NON-GEAR SECTOR

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Name Product Range Head Office Market Share(%)

HONDA Activa Gurgaon in Haryana 40

Deo

Aviator

Activa 3G

Activa i

HERO Pleasure New Delhi 18

MOTOCORP Maestro

SUZUKI Access Minami-ku, 20

Hamamatsu
Swish

TVS Pep+ Wego Jupitor Chennai 13

Scooty streak Scooty

MAHINDRA & Duro Mumbai 09

MAHINDRA
Rodeo

 MARKET SHARE

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The growth story for the Indian automobile industry in 2014 rode on the two-wheeler
segment. The segment has clocked positive growth at 12.9 percent year-on-year to reach sales
of nearly 13.5 million units by October 2014. India's automobile sector has also picked up
pace, with eight of the country's leading manufacturers' reporting combined passenger vehicle
sales of 198,427 in November 2014, a 10 per cent annual rise. The rise in sales in November
2014 was led by Maruti Suzuki, whose sales increased 17 per cent to 100,024 units in the
domestic market

The commercial vehicles (CV) industry in India has registered an increase of 8.59 per cent in
September 2014, as fleet owners have started to buy trucks in the anticipation of an improved
economic activity. The automobile sector in Andhra Pradesh has a potential for US$ 1 billion
investment and US$ 1.50 billion output, according to a recent analysis by Automotive
Components Manufacturers’ Association of India (ACMA) and city-based Andhra Chamber
of Commerce and Industry Federation (ACCIF).

 INVESTMENT

To match production with demand, many auto makers have started to invest heavily in
various segments in the industry in the last few months. The industry has attracted FDI worth
US$ 11,351.26 million during the period April 2000 to November 2014, according to the data
released by Department of Industrial Policy and Promotion (DIPP). Some of the major
investments and developments in the automobile sector in India are as follows

Snapdeal.com has entered into a partnership with Hero MotoCorp Ltd to sell two-wheelers
and expect its online automobile sales to generate Rs 1,000 crore (US$ 162.33 million) of
business in next six to 10 months.

Automotive supplier Uno Minda and Japan’s Toyoda Gosei Co Ltd have announced a joint
venture (JV) partnership to manufacture and sell rubber hoses to automobile makers in India.

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The JV will be set up with a total investment of Rs 85.3 crore (US$ 13.84 million) in a
phased manner.

Tafe Motors and Tractors Ltd (TAFE) has invested around US$ 140 million by way of
equity in the US-based AGCO Corporation, a worldwide manufacturer and distributor of
agricultural equipment.

Flipkart founders Mr Sachin Bansal and Mr Binny Bansal have led a US$ 1million
investment in Ather, an electric vehicle start- up focused on designing high-speed electric
two-wheelers.

Harley Davidson Motor Co. has expanded their line up in India as it has launched three new
models— the Breakout, Street Glide and CVO limited edition

Hero Electric is looking for merger and acquisition (M&A) options or technology tie-ups to
encourage its next generation electric vehicle technology.

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  GOVERNMENT INITIATIVE

The Government of India encourages foreign investment in the automobile sector and allows
100 per cent FDI under the automatic route. To boost manufacturing, the government had
lowered excise duty on small cars, motorcycles, scooters and commercial vehicles to eight
per cent from 12 per cent, on sports utility vehicles to 24 per cent from 30 per cent, on mid-
segment cars to 20 per cent from 24 per cent and on large-segment cars to 24 per cent from
27 per cent.

Some of the major initiatives taken by the Government of India are...

The government’s decision to resolve VAT disputes has resulted in the top Indian auto
makers namely, Volkswagen, Bajaj Auto, Mahindra & Mahindra and Tata Motors
announcing an investment of around Rs 11,500 crore (US$ 1.86 billion) in Maharashtra.

The Automobile Mission Plan for the period 2006–2016, designed by the government is
aimed at accelerating and sustaining growth in this sector. Also, the well-established
Regulatory Framework under the Ministry of Shipping, Road Transport and Highways, plays
a part in providing a boost to this sector.

The Government of India-appointed SIAM and Automotive Components Manufacturers

Association (ACMA) are responsible in working for the development of the Indian
automobile industry

• The Lok Sabha passed the Motor Vehicles Amendment Bill, 2014, paving the way for
regularisation of e-rickshaws.

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Honda is the world’s largest manufacturer of two Wheelers , Recognized the world over as
the symbol of Honda two wheelers , the ‘Wings’ arrived in India as Honda Motorcycle and
Scooter India Pvt. Ltd. (HMSI ), a 100% subsidiary of Honda Motor Company Ltd., Japan ,in
1999. Since its establishment in 1999 at Manesar, District Gurgaon, Haryana, Honda has
lived up to its reputation of offering the highest quality at the most reasonable price. Despite
being one of the youngest players in the Indian two-wheelers market, Honda has become the
largest two wheeler manufacturer as well as the second largest two-wheelers company in
India.

Honda is the world’s largest manufacturer of two Wheelers , Recognized the world over as
the symbol of Honda two wheelers , the ‘Wings’ arrived in India as Honda Motorcycle and
Scooter India Pvt. Ltd. (HMSI ), a 100% subsidiary of Honda Motor Company Ltd., Japan ,in
1999. Since its establishment in 1999 at Manesar, District Gurgaon, Haryana, Honda has
lived up to its reputation of offering the highest quality at the most reasonable price. Despite
being one of the youngest players in the Indian two-wheelers market, Honda has become the
largest two wheeler manufacturer as well as the second largest two-wheelers company in
India.

Honda is also the fastest growing company in country today. With a host of facilities under
its wings, the first factory of HMSI is spread over 52 acres including a covered area of about
100,000 sq. meters in Manesar, District Gurgaon, Haryana with an annual capacity of 1.65
million units. To meet the ever increasing demands of the products, Honda has started
operations of its second plant in Tapukara, District Alwar, Rajasthan. Expanding to full
operations , Honda production capacity has jumped 30% year on year to 2.8 million per
annum in FY 12- 13.On February 17 2016, Honda enograted the “World’s largest only
scooter plant" at Vithalapur Gujarat with annual capacity of 1.2 million units. The new plant
will employ approximately 3000 people within first 2 years of commercial production.

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Honda’s third plant at Narsapura Industrial Area near Bengaluru, Karnataka is equipped to
manufacture 1.2 million units. Utilizing production technologies refined at Manesar &
Tapukara plants as starting point, the 3rd plant is employed with state-of-the-art
manufacturing, automation and environment friendly technologies to deliver quality products.

Growth: Starting FY’16-17 on high note, Honda 2Wheelers India set the pace of industry in
the first quarter with a stellar 22% growth, compared to 14% growth of domestic industry.
Honda’s performance stood out as it reinforced its position as both the Highest market share
gainer and Highest volume gainer of the Industry ). In automatic scooter segment, Honda’s
market share has now reached 58%.Continuing to post positive growth for every consecutive
year in its 15 years of Indian operations, Honda Motorcycle & Scooter India Pvt. Ltd.
(HMSI) closed FY’2015-16 with a bang. Honda’s total sales for the fiscal stood at 4,483,459
two-wheelers while domestic sales closed at 4,283,345 units as Honda’s all 3 existing plants
in India continued to run on peak capacity. Creating a new high, Honda’s 2wheeler exports
crossed the 2 lac mark (200,114 units) for the first time ever in fiscal year 2015-16!

Current Production: Honda started production in 2001 from its first plant of 1.6 million units
capacity at Manesar (Haryana). In 2011, Honda expanded to 2nd plant of 1.2 million units at
Tapukara (Rajasthan). This was followed by 3rd plant of 1.8 million units annual capacity at
Narsapura (Karnataka) in 2013. All three plants are currently running on full capacity.
Foreseeing future increase in customer demand for automatic scooters, Honda inaugurated its
new 4th plant in India at Vithalapur (Mandal Taluka, Gujarat). Entailing investment of INR
1,100 Crore, the green-field project is unique as Honda’s only scooter plant in India. The first
line started operations in February 2016 and in just four months, the 2nd line of additional 0.6
million units capacity started operations in June’16 making this the ‘fastest ever capacity
creation by Honda 2Wheelers India. Overall, this takes Honda’s total production capacity to
5.8 million units - 1.6 million units (1st plant), 1.2 million units (2nd plant), 1.8 million units
(3rd plant) & 1.2 million units (4th plant).

Fun Expansion: Honda is proud to be the industry first to promote fun, safety and
environment in India. Honda is proud to be the industry first to promote fun, safety and
environment in India. For 9 years, Honda has initiated and expanded on popular fun

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initiatives from grass-root level (Gymkhana and Honda Ten 10 Racing Academy) to giving
national level exposure (Honda One Make Race) to taking Indian racers to global racing
platforms (Dream Cup and Asia Road Racing Championship). Additionally, Honda has
introduced 4 global high-performance fun bikes in India. These include – CB 1000R, CBR
1000RR Fireblade, VT 1300CX and Goldwing 1800L.

Safety Promotion: Honda has educated over 9 lac individuals of all age groups on safety
riding activity with special focus on empowering females and kids. Additionally Honda
2Wheelers India has adopted ten Traffic Training parks in Chandigarh, Jaipur, Bhubaneswar,
Cuttack, Yeola- Nashik, Hyderabad, Indore, Ludhiana and two in Delhi where it has trained
over 3 lac people on safe riding.

Awards: In its 15 years journey in India, Honda 2Wheelers has won more than 100
prestigious awards. In FY 2015-16, Honda’s products have already won hearts of customers
and critics alike including 4 JD Power awards. Honda’s 110cc motorcycle Livo is recognized
as the “Motorcycle of the Year up to 110cc” by NDTV Car & Bike Awards. CB Unicorn 160
was recognized as “Motorcycle of the Year up to 180cc” by NDTV Car & Bike Awards.
Honda’s flagship CBR 650F won accolades as Auto X Best of 2015 ‘Mega Test’ and the
India Superbike Award by EVO India. Additionally, Brand Honda won the Reader Digest’s
Trusted Brand in 2Wheeler category, 2Wheeler Manufacturer of the Year (NDTV Car &
Bike awards), Brand Excellence Award in Automotive Sector – 2Wheelers (ABP News) and
Quality Brands 2015-17 (Quality Brands 2015-16).

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  About the automobile industry and major companies

With the increasing growth in demand on back of rising income, expanding middle class and
young population base, in addition to a large pool of skilled manpower and growing
technology, will propel India to be among the world's top five auto- producers by 2015.

India is also one of the key markets for hybrid and electric medium- heavy duty trucks and
buses. India is an extremely important market for Hyundai. The Indian automobile sector is
poised for steady and strong growth in the future. The Indian automobile industry holds good
growth potential for the mid-term and long term horizon, as per Mr Bo Shin Seo, MD and
CEO, Hyundai Motor India Ltd (HMIL). Moreover, Ford Motor Co plans to convert India
into global production centre for compact cars, once its Sanand plant in Gujarat comes on
stream in 2014, under a project codenamed B562 that may induce three different compact
cars from the same platform.

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  World Market Of Automobile Industry

The automobiles sector is compartmentalized in four different sectors which are as follows:

Two-wheelers which comprise of mopeds, scooters, motorcycles and electric two-wheelers

Passenger Vehicles which include passenger cars, utility vehicles and multi-purpose vehicles

Commercial Vehicles that are light and medium-heavy vehicles

Three Wheelers that are passenger carriers and goods carriers. Austria based motorcycle
manufacturer KTM, the established makers of Harley Davidson from the US and Mahindra &
Mahindra have set up manufacturing bases in India. Furthermore, according to internal
projections by Mercedes Benz Cars, India is set to become Mercedes Benz’s fastest- growing
market worldwide ahead of China, the US and Europe. The automotive industry is a wide
range of companies and organizations involved in the design, development, manufacture,
marketing, and selling of motor vehicles. It is one of the world's most important economic
sectors by revenue. The automotive industry does not include industries dedicated to the
maintenance of automobiles following delivery to the end-user, such as automobile repair
shops and motor fuel filling stations.

Three Wheelers that are passenger carriers and goods carriers

Austria based motorcycle manufacturer KTM, the established makers of Harley Davidson
from the US and Mahindra & Mahindra have set up manufacturing bases in India.
Furthermore, according to internal projections by Mercedes Benz Cars, India is set to become
Mercedes Benz’s fastest- growing market worldwide ahead of China, the US and Europe.

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The automotive industry is a wide range of companies and organizations involved in the
design, development, manufacture, marketing, and selling of motor vehicles. It is one of the
world's most important economic sectors by revenue. The automotive industry does not
include industries dedicated to the maintenance of automobiles following delivery to the end-
user, such as automobile repair shops and motor fuel filling stations

Hero MotoCorp plans to establish 20 manufacturing and assembly facilities to expand its
presence across 50 countries by 2020.

Nissan Motor India, the Indian unit of Japanese auto maker Nissan Motor Co Ltd, has entered
into an agreement with Ennore Port Ltd (EPL), to export at least 60,000 cars a year through
the port for the next 10 years.

TVS Motor Co plans to launch two new motorcycle models in the Kenyan market. These
motorcycles will be specific to the Kenyan markets in terms of usability, reliability and
durability. Moreover, the firm also plans to set up a two-wheeler assembly line in Uganda
and will also launch two motorcycle models in the African nation

HMIL has invested US$ 2 billion in two state-of-the-art passenger car manufacturing
facilities in India. Moreso, India contributes 25 per cent of the firm’s global sales.

Mahindra & Mahindra (M&M) plans capital expenditure and investments worth Rs 10,000
crores (US$ 1.63 billion) over the next two years.

Suzuki India Ltd (MSIL) is setting up an operational integrated research & development
(R&D) centre in Rohtak, Haryana.

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.Suzuki India Ltd (MSIL) is setting up an operational integrated research & development
(R&D) centre in Rohtak, Haryana.

Tech Mahindra has signed an agreement with Volvo Car Corporation. The IT Company will
provide Volvo with a service to maintain and develop a range of applications that can
increase efficiency and reduce costs.

Isuzu Motors India plans to start contract manufacturing of its sports utility vehicles (SUV)
and pick-up trucks at Hindustan Motors' (HM) Chennai plant from December 2013. Daimler
India Commercial Vehicles (DICV) has expanded its network across the country.

Daimler India Commercial Vehicles (DICV) has expanded its network across the country.
The company plans to establish dealership facilities in over 100 identified locations across
India by 2014.

Growth of Automobile Industry

The automotive industry in India is one of the largest automotive markets in the world. It was
previously one of the fastest growing markets globally, but it is currently experiencing flat or
negative growth rates. In 2009, India emerged as Asia's fourth largest exporter of passenger
cars, behind Japan, South Korea, and Thailand, overtaking Thailand to become third in 2010.
As of 2010, India was home to 40 million passenger vehicles. More than 3.7 million
automotive vehicles were produced in India in 2010 (an increase of 33.9%), making India the
second fastest growing automobile market in the world (after China). India's passenger car
and commercial vehicle manufacturing industry recently overtook Brazil to become the sixth
largest in the world, with an annual production of more than 3.9 million units in 2011. From

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2011 to 2012, the industry grew 16-18%, selling around three million units. According to the
Society of Indian Automobile Manufacturers, annual vehicle sales are projected to increase to
4 million by 2015, not 5 million as previously projected. Expected to grow at a compound
annual growth rate (CAGR) of 13 per cent during 2012-2021, as per data published by
Automotive Component Manufacturers' Association of India (ACMA). The world standing
for the Indian automobile sector, as per the Confederation of the Indian industry is as follows:

 Largest three-wheeler market

 Second largest two-wheeler market
 Tenth largest passenger car market
 Fourth largest tractor market
 Fifth largest commercial vehicle market
 Fifth largest bus and truck segmen

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  GROWTH RATE IN TWO-WHEELER NON-GEAR SECTOR YEAR
GROWTH RATE

YEAR GROWTH RATE

1993 0.316

1994 0.268

1995 0.254

1996 0.235

1997 0.272

1998 0.278

1999 0.302

2000 0.328

2001 0.302

2002 0.301

2003 0.280

2004 0.305

2005 0.353

2006 0.628

2007 0.697

2008 0.615

2009 0.689

2010 0.940

2011 0.988

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2012 1.00

2013 1.20

2014 1.55

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  Factors determining the growth of the industry

Fuel economy and demand for greater fuel efficiency is a major factor that affects consumer
purchase decision that will bring leading companies across two-wheeler and four-wheeler
segment to focus on delivering performance-oriented products.

Sturdy legal and banking infrastructure

Increased affordability, heightened demand in the small car segment and the surging income
of the Indian population

India is the third largest investor base in the world

. The Government technology modernization fund is concentrating on establishing India as

an auto-manufacturing hub

Availability of inexpensive skilled workers

Industry is perusing to elevate sales by knocking on doors of women, youth, rural and luxury
segments.

Market segmentation and product innovation

 Employment Opportunities

There are a wide range of jobs available in the automobile industry. With the number of
vehicles available on the road today, the need and requirement for people who can fix these
machines is fast increasing. Careers like automobile technician, car or bike mechanics are a
great option. Becoming a diesel mechanic is also a significant alternative. Diesel mechanics

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are responsible for repairing and servicing diesel engines. As they are also required to repair
engines of trucks and buses, other than cars, they are provided with hefty wages.

 Employment Trends

The Automotive Mission Plan for the period of 2006-2016 aims to make India emerge as a
global automative hub. The idea is to make India as the destination choice for design and
manufacture of automobiles and auto components, with outputs soaring to reach US$ 145
billion which is basically accounting for more than 10% of the GDP. This would also provide
further employment to over 25 million people by 2016 making the automobile the sunrise
sector of the economy.

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  About major Companies in the Industry

HONDA

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Honda Activa

Honda Motorcycle & Scooter India Pvt. Ltd was founded on August 20, 1999 at Manesar
near Gurgaon in Haryana.

The foundation stone for the Honda factory was laid on December 14, 1999 and the factory
was completed in January 2001

The company initially ventured into scooters as its joint venture agreement with the Hero
Group precluded its entry into the motorcycle segment for 5 years.

The company set benchmarks in the Indian scooter industry with the launch of its gearless
scooter

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Honda Activa. Honda Deo, launched after it, was a slightly upgraded and trendier version of
Activa.

1st bike launched by HMSI was Honda Unicorn. It was followed by Honda Shine

All the products launched by HMSI were runaway hits in the market.Its initial production
capacity was 100,000 scooters per year, which has now been upgraded to 600,000 scooters.

The bike production capacity is 1000,000 per annum

Initial investment behind the factory was Rs. 215 crores and has now grown to 800 crores.

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HERO

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 Hero Pleasure

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Hero is the brand name used by the Munjal brothers for their flagship company, Hero Cycles
Ltd. Hero Honda started in 1984 as a joint venture between Hero Cycles of India and Honda
of Japan

Hero MotoCorp Ltd. (Formerly Hero Honda Motors Ltd.) is the world's largest manufacturer
of two - wheelers, based in India

In 2001, the company achieved the coveted position of being the largest two-wheeler
manufacturing company in India and also, the 'World No.1' two-wheeler company in terms of
unit volume sales in a calendar year. Hero MotoCorp Ltd. continues to maintain this position
till date

Hero MotoCorp has three manufacturing facilities based at Dharuheradun, Gurgaon in

Haryana and at Haridwar in Uttarakhand.

In 2010, when Honda decided to move out of the joint venture, Hero Group bought the
shares held by Honda. Subsequently, in August 2011 the company was renamed Hero
MotoCorp with a new corporate identity.

On 4 June 2012, Hero MotoCorp approved a proposal to merge the investment arm of its
parent Hero Investment Pvt. Ltd. into the automaker. The decision comes after 18 months of
its split from Honda Motor

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 TVS

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Tvs Jupiter

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TVS was established by Thirukkurungudi Vengaram Sundaram Iyengar. He began with
Madurai's 1st bus service in 1911 and founded T.V.Sundaram Iyengar and Sons Limited, a
company that consolidated its presence in the transportation business with a large fleet of
trucks and buses under the name of Southern Roadways Limited

When he died in 1955 his sons took the company ahead with several forays in the automobile
sector, including finance, insurance, and manufacture of two-wheelers, tyres and components.

The group has managed to run 33 companies that account for a combined turnover of nearly
$3 billion.

TVS Motor Company is the 3rd largest two-wheeler manufacturer in India and one among
the top ten in the world, with annual turnover of more than USD 1.4 billion in 2011-2012,
and is the flagship company of the, USD 7.29 billion, TVS Group.

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 Mahindra

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Mahindra Duro

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Mahindra & Mahindra • Mahindra & Mahindra Limited (M&M) is an Indian multinational
automobile manufacturing corporation headquartered in the Mahindra Towers in Mumbai. It
is one of the largest vehicle manufacturers by production in the Republic of India

The company was founded in 1945 in Ludhiana as Mahindra & Mohammed by brothers K.C.
Mahindra and J.C. Mahindra and Malik Ghulam Mohammed. The company changed its name
to Mahindra & Mahindra in 1948

Mahindra & Mahindra was set up as a steel trading company in 1945. Over the past few
years, the company has taken interest in new industries and in foreign markets.

They entered the two-wheeler industry by taking over Kinetic Motors in India. M&M also
has controlling stake in REVA Electric Car Company and acquired South Korea's SsangYong
Motor Company in 2011.

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 Suzuk

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Suzuki Access

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Suzuki Motor Corporation is a Japanese multinational corporation headquartered in Minami-
ku, Hamamatsu, Japan, which specializes in manufacturing automobiles, four-wheel drive
vehicles, motorcycles, all-terrain vehicles (ATVs), outboard marine engines, wheelchairs and
a variety of other small internal combustion engines.

In 1909, Michio Suzuki (1887–1982) founded the Suzuki Loom Works in the small seacoast
village of Hamamatsu, Japan. Business boomed as Suzuki built weaving looms for Japan's
giant silk industry

In 1929, Michio Suzuki invented a new type of weaving machine, which was exported
overseas. Suzuki filed as many as 120 patents and utility model rights. In 2011, Suzuki was
the 10th biggest automaker by production worldwide.

Suzuki employs over 45,000 and has 35 main production facilities in 23 countries and 133
distributors in 192 countries. According to statistics from the Japan Automobile
Manufacturers Association (JAMA), Suzuki is Japan's second-largest manufacturer of small
cars and trucks.

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 Product Profile (Major Products)

 Honda Dio

 TVS Scooty Streak

 Suzuki Let's

 Hero MotoCorp Pleasure

 Mahindra Gusto

 TVS Jupiter

 Hero Motocorp Duet

 Vespa Elegante

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CHAPTER-2

Objectives of the Study

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 Objectives of the Study

 Primary objective

To measure satisfaction level of consumer for non gear two wheeler of Honda.

 Secondary Objective:

To know customer preference while buying of Non-gear two wheeler of Honda.

To know which category of people are mostly using Non-Gear Two wheelers of Honda

To find out the factors that influence on customers, when they are purchasing non gear two
wheeler of Honda

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Chapter 3

Literature Review

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 Literature Review

Siddhartha and S Mukherjee (2012)

The study reveals that the two-wheelers in India are used for variety of work such as visiting
people, outdoor jobs like selling and buying. In rural areas it helps people to travel more
frequently to nearby towns to their daily satisfied customer needs. The two wheeler has
becomes a valuable support for increasing productivity and in turn the profit, besides helping
as a personal mode of transportation.

V.G.RAMAKRISHANAM (2011)

The two-wheeler market that has seen an explosive rise in sales over the last few years which
created an opportunity for various companies to enter the after sales business of two wheeler,
Honda and TVS, a company well known, has entered into the motorcycle servicing business.

BISWAJIT MAHANTY & VIRUPAXI BAGODI (2010):

More than 55 million two-wheelers are moving on Indian roads. Accordingly,two-wheeler

service sector should have generated revenue amounting to INR 100,000 million per year, but
in reality, this has not been realized in the organized service sector, the Indian two-wheeler
service industry has not considered servicing as a line of business and providing conveniently
reliable services is most important in two-wheeler services in India to capture the mark

57 | P a g e
Prof. S. Saaravanan & Prof . N. Panchanatham (2009):

They discussed the essentials for promotion of a product. The result shows that a customer
considers all factors at the time of purchasing a two wheeler, although majority of customers
give importance to the brand image. This study also describes the socio-economic factors
which satisfy two wheeler customers and that the employees and students crave for show
room services

Mrs. M.L. kamaeswari (The Indian Journal Marketing – Oct - 2009)

He has expressed that, industrialization has bought vast changes in the automobile industry,
because and development of any area requires appropriate transportation facilities,
automobile industry in one of the fastest growing sectors in our country. The rapid growth of
middle class section is the primary reason for the growth of two – wheeler industry people in
rural and semi urban areas are trying to devote their life style and people in metropolitan
cities are completely disappointed with the public transport system.

Brijesh Kumar (2011)

Honda Motors Ltd, is running a program called Good life Passport to Relationship Reward,
with an objective to create an innovative environment for interaction between Hero Honda
and its customers. Members of this program are given a magnetic card in which all
information is stored and this card is swiped when using any service at a showroom or
workshop and it works like a loyalty benefit card.

58 | P a g e
Abhijeet Singh (2011)

Honda Motor uses a customer relationship management and dealer management system
which integrates one of the largest applications in the automobile industry, linking more than
1200 dealers across India. CRM DOS has helped Honda Motors to improve its inventory
management, tax calculation and pricing. This system has also proved to be beneficial to
dealers because it has reduced their working capital cost

. Arvind Saxena (2010)

Director and Board member (marketing and sales), Honda Motor India (HMIL) “No
company in automobile sector can fight competition on price. Companies need to have the
right product, distribution, CRM and after sales service network to grow.

59 | P a g e
CHAPTER-4

Research Methodology

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  Research Design

Research design is the arrangement of conditions for collection and analysis of data in such a
manner that aims to combine relevance to the research purpose in accordance with the
research procedure.

 Data Collection Method

The task of data collection begins after a research problem has been defined and a research
design has been chalked out. While designing about the method of data collection, the
researcher should keep in mind two types of data:

 Sources of Data

I have collected primary data by sampling method and by asking the people to fill our
questionnaire. We asked the people to fill up the questionnaire on the spot. Secondary data
will be collected from following sources:

 Books
 Magazines
 Newspapers
 Websites

61 | P a g e
  PRIMARY DATA

The data which are collected for the first time, directly from the respondents to the base of
knowledge and belief of the research are called Primary Data. Primary Data means the data
which we actually gather by making the survey or field work.

For this project, we have selected questionnaire method for primary survey because out of all
these methods, questionnaire is more flexible to collect the information from the

investors. It collect almost all the information that we want for our survey by making a good
format of questionnaire.

 SECONDARY DATA

The data which are collected and complied in a published nature is called secondary data.
Secondary data is the data which we actually collects from the books, magazines, internet,
newspaper or any other sources. It is the data which we take for our reference for making the
further analysis of the project.

 Population

 Sample Size : 200

 Sample Unit : Customer Of Honda Activa

62 | P a g e
  Sampling Method

I have selected convenient sampling method for conducting research. People were selected
randomly and asked their view about Investment. At same time Area Sampling is also taken
into consideration

Because total area of interest happens to be big One Convenience method of sampling is used
to collect the data from the respondents. Researchers or field workers have the freedom to
choose whomever they find, thus the name “convenience”

3.6 Sampling Size

Total sample size we have taken for the survey are 200 people using two wheeler non gear
vehicle of Honda in NODIA city.

63 | P a g e
CHAPTER-5

Data Analysis and Interpretation

64 | P a g e
a Q 1.

Name :- .................................................

Q 2.

Gender:-

Male 110
Female 90

90
Male
Female
110

65 | P a g e
Q 3. Age:

18-24year 50

25-34 year 40

35-44 year 35

45-54 year 30

55-64 year 25

65-74 year 20

20

50

25
18-24year
25-34 year
35-44 year
45-54 year
55-64 year
30
65-74 year

40

35

66 | P a g e
Q4. Occupation :

Students 80

Professional 50

Employment 50

Business 20

20

Students

80

50 Professional

Employment

Business

50

67 | P a g e
5. Specify the name of Non-Gear vehicle of HONDA you’ve used/are using.

Activa 82

Dio 28

Aviator 45

Activa 3G 26

Activa i 19

19
26
82
Activa
Dio
Aviator
45
Activa 3G

28 Activa i

On the basis of data analysis we interpret that most of customers who are using activa
model are 82 out of 200 because of performance. And only 19 and 26 of customer out of 200
are using activa i and activa 3G respectively

68 | P a g e
6. Through which media do you get information about purchasing your Non-
Gear vehicle of HONDA?

Advertisement 71

Trade show 11

Electronic media 13

Brand Image 45

Family and Friends 59

Other 1

Advertisement
Trade show
59
71 Electronic media
Brand Image
Family and Friends

11 Other
45
13

From the above chart we can conclude that 35.5 %of respondent purchased or get information
of non Gear vehicle of Honda through the Advertisement. 29.5%of respondent purchased
through knowing or get information about the Family & friends, 22.5 %of responde

purchased through a Brand image of Honda, rest of the 6.5% & 5.5%of Respondents
purchased non gear vehicle through Electronic Media & Trade shows

69 | P a g e
7. After test ride what do you feel about the driving comfort Non-Gear vehicle
of HONDA?

Excellent 81

Good 54

Average 45

Okay 11

Poor 9

11

45

81
Excellent
Good
Average
Okay
Poor
54

As per the survey we came to know that after the test drive 40.5%Respondent feel Excellent
to driving comfort, 27%respondent feel Good, 22.5% respondents feel Average,
5.5%respondents feel Okay and Rest of 4.5 %feel Poor which is negligible. So we can
conclude that comfort level is excellen

70 | P a g e
8. What are the reasons that you are going to purchase or used Non- gear two
wheeler of HONDA?

Price 15

Performance 65

Appearance 29

Brand name 79

After sales service 11

Genuine parts of 1
availability

11 15

Price
Performance

65 Appearance
79 Brand name
After sales service
Genuine parts of availability

29

In our Survey we found that 39.5% respondents are going to purchased because of Honda’s
Brand image. 32.5% respondents are going to purchase due to Honda’s performance &
Mileage, 14.5 of our respondent to give reason that he purchased or used Honda to its
appearance and rest of 7.5% and 5.5% of respondents gives reason that purchased due to
price and after sales service. 15 65 29 79 11 1 Price Performance Appearance Brand name
After sales service Genuine parts of availability

71 | P a g e
9. Rate the following benefits based on your satisfaction level.

8 Comfort Level 162 31 7

Luggage Space 123 72 5

Looks 84 93 23

Performance 91 90 19

Pricing 50 82 68

Mileage 64 78 58

After Sales Services 105 77 18

105
162 Comfort Level
Luggage Space
64 Looks
Performance
50 Pricing
123 Mileage
After Sales Services
91
84

This data suggest that features of comfort level, luggage space, and performance and after
sales service give full satisfaction to customers While pricing of Honda brand is neutral or
almost to dissatisfied by customers

72 | P a g e
10. What are the main purposes to buy Non-gear two wheeler of HONDA?

For female members in the house 54

For children 27

For easy driving 61

For intercity travelling 57

Other 1

For female members in the

54 house
57
For children

For easy driving

For intercity travelling

27
Other
61

From the above chart we can conclude that based on respondent views 27 of respondents
main purpose to buy for Female members in the house and 30% for easy driving each. 28.5 of
respondent’s main purpose to buy for intercity travelling and 13.5% to buy for his/her
children to non gear two wheeler of Honda and Rest of 0.5 of respondent to buy Non gear
two wheeler of Honda for other purpos

73 | P a g e
11. Rate the service provided by HONDA on the following scale:

Fully satisfied Satisfied Good Moderate Dissatisfied

5 4 3 2 1

57 66 59 17 1

1
91
57

Fully satisfied
59
Satisfied
Good
Moderate
66 Dissatisfied

As per our survey the rate of service provided by Honda 33% of respondents are satisfied,
28.5% are fully satisfied & good , 8.5% are moderate and only 0.5% is Dissatisfied for
service provided by Honda.

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12. Rate the parameters for buying a vehicles on the following scale .

Fully satisfied satisfied Good Moderate Dissatisfied

65 63 54 17 1

1
17
65

54 Fully satisfied
satisfied
Good
Moderate

63 Dissatisfied

As per our survey the rate of parameters for buying a vehicles by Honda 32.5% of
respondents are fully satisfied, 31.5 %are satisfied & 27% good , 8.5% are moderate for
buying a vehicles of Honda

75 | P a g e
13. If you contacted HONDA customer service, have all problems been resolved to your
complete satisfaction?

Yes, by the company or its representatives 142

Yes, by me or someone outside the company 43

No, the problem was not resolved 15

15%

43% Yes, by the company or its

representatives
Yes, by me or someone outside
the company
No, the problem was not
resolved
142%

The data of respondent says that majority 71 of customers satisfied and very few
7.5%customers dissatisfied with the service provide by company and problem solved by its
representative

76 | P a g e
14.Based on your experience with HONDA, how likely are you buy again this brand?

Defiantly will 85

Probably will 51

Might or might not 44

Probably will not 13

Defiantly will not 7

7%
13%

Defiantly will
44% 85% Probably will
Might or might not
Probably will not
Defiantly will not

51%

From the survey we found that based on the respondent experience with Honda
42.5respondents are like to purchase again this brand because of superiority of brand, 25.5%
are like to probably purchase, 22% customers are might or Might not buy again, and rest of
6.5% and 3.5% of respondents are purchase probably will not or Definitely will no

77 | P a g e
15.Rate or Impact of service provided by Honda on customer satisfaction

fully satisfied satisfied, Good Moderate Dissatisfied

61 64 55 19 1

19

61

fully satisfied
satisfied,
55
Good
Moderate
Dissatisfied

64

As per our survey the Impact of service provided by Honda on customer satisfaction are 32%
of respondents are satisfied, 30.5% are fully satisfied & 27.5% good , 9.5% are moderate, and
only 0.5%dissatisfied

78 | P a g e
16.Performance has significant impact on customer satisfaction

Satisfaction Neutral Dissatisfaction

98 85 17

17

Satisfaction
98
Neutral
Dissatisfaction
85

As per our survey t he Impact of Performance significant of Honda on customer satisfaction

are 49 of respondents are satisfied, 42.5 %are Neutral & 8.5% are dissatisfied. 98 85 17
Satisfaction Neutral Dissatisfaction

79 | P a g e
17. Have you purchased on the basis of celebrity endorsement?

Yes 53

No 147

53

Yes
No

147

From the above research we can conclude that, most of that respondents have purchase not on
the basis of celebrity endorsement i.e.73.5%. while only 26.5% respondents considered
celebrity endorsement

80 | P a g e
18. Have you purchased on the basis of other customers opinion?

Yes 92

No 108

92
Yes
No
108

From the above research we can conclude that, respondents who have purchase on the basis
of other customer opinion are 46%. while 54% respondents have purchased directly.

81 | P a g e
FINDINGS

82 | P a g e
 FINDINGS

 On the basis of data analysis we interpret that most of customers who are using activa model are 82
out of 200 because of performance. And only 19 and 26 of customer out of 200 are using activa i and
activa 3G respectively

 From the above chart we can conclude that 35.5 %of respondent purchased or get information of non
Gear vehicle of Honda through the Advertisement. 29.5%of respondent purchased through knowing
or get information about the Family & friends, 22.5 %of respondent purchased through a Brand
image of Honda, rest of the 6.5% & 5.5%of Respondents purchased non gear vehicle through
Electronic Media & Trade shows

 As per the survey we came to know that after the test drive 40.5%Respondent feel Excellent to
driving comfort, 27%respondent feel Good, 22.5% respondents feel Average, 5.5%respondents feel
Okay and Rest of 4.5 %feel Poor which is negligible. So we can conclude that comfort level is
excellen

 .In our Survey we found that 39.5% respondents are going to purchased because of Honda’s Brand
image. 32.5% respondents are going to purchase due to Honda’s performance & Mileage, 14.5 of
our respondent to give reason that he purchased or used Honda to its appearance and rest of 7.5%
and 5.5% of respondents gives reason that purchased due to price and after sales service. 15 65 29 79
11 1 Price Performance Appearance Brand name After sales service Genuine parts of availability

 This data suggest that features of comfort level, luggage space, and performance and after sales

83 | P a g e
 service give full satisfaction to customers While pricing of Honda brand is neutral or almost to
dissatisfied by customers

 From the above chart we can conclude that based on respondent views 27 of respondents main
purpose to buy for Female members in the house and 30% for easy driving each. 28.5 of
respondent’s main purpose to buy for intercity travelling and 13.5% to buy for his/her children to
non gear two wheeler of Honda and Rest of 0.5 of respondent to buy Non gear two wheeler of
Honda for other purpose

 As per our survey the rate of service provided by Honda 33% of respondents are satisfied, 28.5%
are fully satisfied & good , 8.5% are moderate and only 0.5% is Dissatisfied for service provided by
Honda

 As per our survey the rate of parameters for buying a vehicles by Honda 32.5% of respondents are
fully satisfied, 31.5 %are satisfied & 27% good , 8.5% are moderate for buying a vehicles of Honda

 The data of respondent says that majority 71 of customers satisfied and very few 7.5%customers
dissatisfied with the service provide by company and problem solved by its representative

 From the survey we found that based on the respondent experience with Honda 42.5%respondents
are like to purchase again this brand because of superiority of brand, 25.5%5 are like to probably
purchase, 22% customers are might or Might not buy again, and rest of 6.5% and 3.5% of
respondents are purchase probably will not or Definitely will no.

84 | P a g e
 As per our survey the Impact of service provided by Honda on customer satisfaction are 32 of
respondents are satisfied, 30.5% are fully satisfied & 27.5% good , 9.5% are moderate, and only
0.5dissatisfied.

 As per our survey t he Impact of Performance significant of Honda on customer satisfaction are 49
of respondents are satisfied, 42.5 are Neutral & 8.5% are dissatisfied. 98 85 17 Satisfaction Neutral
Dissatisfaction

 From the above research we can conclude that, most of that respondents have purchase not on the
basis of celebrity endorsement i.e.73.5. while only 26.5 respondents considered celebrity
endorsement

 From the above research we can conclude that, respondents who have purchase on the basis of other
customer opinion are 46. while 54 respondents have purchased directly.

 As per our survey the rate of parameters for buying a vehicles by Honda 32.5% of respondents are
fully satisfied, 31.5 %are satisfied & 27% good , 8.5% are moderate for buying a vehicles of Honda

 As per our survey t he Impact of Performance significant of Honda on customer satisfaction are 49
of respondents are satisfied, 42.5 are Neutral & 8.5% are dissatisfied. 98 85 17 Satisfaction Neutral
Dissatisfaction

 As per our survey the rate of service provided by Honda 33% of respondents are satisfied, 28.5% are
fully satisfied & good , 8.5% are moderate and only 0.5% is Dissatisfied for service provided by
Honda.

85 | P a g e
 The data of respondent says that majority 71 of customers satisfied and very few 7.5customers
dissatisfied with the service provide by company and problem solved by its representative

86 | P a g e
CONCLUSIONS AND SUGGESTIONS

87 | P a g e
  CONCLUSIONS

The results clearly show that honda has got a lot of way to establish itself in the market.
Besides the price and mileage the common customer doesn’t find anything attracting. Also
the number of male preferring honda is very less and that segment of customer has the major
market potential.Only that passion toward the brand will help them succeed and capture the
Market share Advertisement gives information to customer about Honda brand.

On an average more than 73% people feel that the prices are affordable whereas 12% do not
agree, 74% believe that attractive discounts are offered whereas 26% are not satisfied withthe
discounts offered. 20% said that the test drives are not offered and 15% said that post sales
follow ups are not done regularly whereas 85% said that they were done regularly but people
feel that it is the people’s car as it is satisfactory on all other parameters: knowledgeable sales
persons , employees spent enough time before and during sales, display of merchandise is
attractive, availability of product, variety of merchandize, vehicle in good condition, prices
are affordable, attractive discounts are offered, décor of the waiting area is pleasing, responds
to complaints quickly.

Honda Motors service station is excellent, careful with personal information and is value for
money . The overall opinion about HONDA Motors is very good. 86% people agreed that the
sales persons are knowledgeable and 14% strongly disagreed that the sales persons are
knowledgeable. 64% people agreed that the sales persons spent enough time with them before
the sales and 36% strongly agreed with this. 62% agreed that sales persons spent enough time
with them during the sales, while 34% strongly agreed that the sales persons spent enough
time with them during sales and only 4% disagreed with this. 60% agreed that the sales
persons spent enough time with them after sales, 26% strongly agreed with this and 14%
disagreed that the sales persons spent enough time with them after sales. 94% agreed that the
display of merchandize was attractive and 6% strongly agreed that the display of
merchandize was attractive.

88 | P a g e
91% agreed that the availability of the product was there, 5% strongly agreed that the
availability was there while only 4% said they disagreed with 34. 34 this. 87% agreed that
there was variety/selection of merchandize whereas 7% strongly agreed that enough variety
was there and 6% disagreed with this. 82% agreed that the vehicle was in good condition
when delivered, 16% strongly agreed with this whereas only 2% disagreed with this. 64%
strongly agreed that the prices are affordable, 21% agreed that the prices are affordable
whereas only 15% said that they neither disagreed nor agreed with this.

55% agreed that the discounts offered are attractive, 34% strongly agreed with this while
11% disagreed and said that the discounts offered were not attractive. 80%agreed that the
décor of the waiting area was pleasing while 20% strongly agreed that the décor of the
waiting area was pleasing 74% agreed that the test drive was offered to them, 6% strongly
agreed that the test drive was offered while 20% disagreed with this. 59% agreed that the post
sales follow ups are done regularly, 26% strongly agreed and 15%disagreed with this. 4%
agreed that the response to complaints is quick, 18% strongly agreed, 12% neither agreed nor
disagreed and 6% disagreed with this.

82% said that the service at HONDA service station is excellent, 14% strongly agreed while
only 4% disagreed with this. 85% agreed that yes they were careful with personal
information, strongly agreed with this and 8% neither agreed nor disagreed. 94% strongly
agreed that all the ommitments were fulfilled and 6% agreed with this. 98% said yes that they
are aware about the Insurance Schemes of HONDA while only 2% said that they were not
aware.

89 | P a g e
 SUGGESTIONS

 Honda should introduce a low price moped.

 For the promotion, company show make road-show that will increase the sales. The
company should give more concentrate on the advertisement.

 Honda Company should implement a new strategy to reduce the competition and lead
into the bike market

 As people expect more mileage per kilometer, company should increase the mileage
of the Honda Moped.

 Honda should make a sports looks in moped so that male influenced to purchase.

 As already discussed the sample size is a limitation besides some of the participants
were not the actual owner of the vehicle. But they are the consumer

 we suggest that honda give instant delivery of activa to customers and not charged on
price to customers.

90 | P a g e
 Bibliography

• V.G.Ramakrishnan (2003): Vehicle Servicing in India - Transformation in progress, Frost &

Sullivan Market Insight, pp 05

Biswajit Mahanty and Virupaxi Bagodi (2007-08): Two-wheeler service sector in India:
factors of importance for sustainable growth, Journal of Advances in Management Research,
Vol 5, pp 21 – 27 International Journal of Services and Standards, Vol 3, pp 39 - 63.

Prof.S. Saaravanan and Prof. N. Panchanastham, (2009): customer behavior toward

showroom services of two wheeler, international cross-industry Journal–Perspectives of
Innovations, Economics & Business.

Mrs. M.L. kamaeswari (The Indian Journal Marketing – Oct - 2009):

Dhananjoy datta stated (2010): factors influencing customers buying behavior of two-
wheeler at agratala, Tripura, ICFAI University journal.

91 | P a g e
Media Reports, Press Releases, Department of Industrial Policy and Promotion(DIPP),
Automotive Component Manufacturers Association of India (ACMA), Society of Indian
Automobile Manufacturers (SIAM), Union Budget 2014-15

Web sites:

 www.wikipedia.com

 www.infoauto.com

 www.scribde.com

 www.autocarpro.in

 www.StudyMode.com

 www.honda2wheelersindia.com/products/scooter

 www.honda2wheelersindia.com/about-us/factory

 www.yes.honda.co.in/honda-motorcycle-scooter.aspx

 www.yes.honda.co.in/about-us.aspx

92 | P a g e
Magazine

 FTW!
 BIKE
 BIKE INDIA
 DIRT BIKE

93 | P a g e
Annexure

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Personal Details

Q 1.

Name :- .................................................

Q 2.

Gender:-

Male ()

Female ()

Q 3.

Age:-

18-24 years ()

25-34 years ()

35-44 years ()

45-54 years ()

55-64 years ()

65-74 years ()

95 | P a g e
Q 4.

Occupation :

Student ()

Professional ( )

Employment ( )

Business ()

Q 5.

Specify the name of Non-Gear vehicle of HONDA you’ve used/are using.

Activa

Dio

Aviator

Activa 3G

Activa i

96 | P a g e
Q 6.

Through which media do you get information about purchasing your Non-Gear vehicle of
HONDA?

Advertisement
Trade show
Electronic media

Brand Image
Family and Friends
Other

Q 7.

After test ride what do you feel about the driving comfort Non-Gear vehicle of HONDA?

Excellent

Good

Average

Okay

Poor

97 | P a g e
Q 8.

What are the reasons that you are going to purchase or used Non- gear two wheeler of
HONDA?

Price

Performance

Appearance

Brand name

After sales service

Genuine parts of availability

Q 9.

Rate the following benefits based on your satisfaction level.

FEATURES SATISFIED NEUTRAL DISSATISFIED

Comfort Level

Luggage Space

Looks

Performance

98 | P a g e
Pricing

Mileage

After Sales Services

Q 10.

What are the main purposes to buy Non-gear two wheeler of HONDA?

For female members in the house

For children

For easy driving

For intercity travelling

Other

Q 11.

. Rate the service provided by HONDA on the following scale:

Fully satisfied Satisfied Good Moderate Dissatisfied

99 | P a g e
Q 12.

Rate the parameters for buying a vehicles on the following scale

Fully satisfied Satisfied Good Moderate Dissatisfied

Q 13.

If you contacted HONDA customer service, have all problems been resolved to your
complete satisfaction?

Yes, by the company or its representatives

Yes, by me or someone outside the company

No, the problem was not resolved.

100 | P a g e
Q 14.

Based on your experience with HONDA, how likely are you buy again this brand?

Defiantly will

Probably will

Might or might not

Probably will not

Defiantly will not

Q 15.

Rate or Impact of service provided by Honda on customer satisfaction.

Fully Satisfied Good Moderate Dissatisfied

satisfied

101 | P a g e
Q 16.

Performance has significant impact on customer satisfaction.

Satisfaction Neutral Dissatisfaction

Q 17.

Have you purchased on the basis of celebrity endorsement ?

Yes

No

18.

. Have you purchased on the basis of other customers opinion?

Yes

No

102 | P a g e
19.

What is your overall opinion about HONDA Motors?

1.Very Bad

2.Neither Bad Nor Good

3.Good

4.Very Good

Q.20.

How likely would you recommend HONDA Motors?

1.Very Unlikely

2.Likely

3.Very Likely

103 | P a g e