1.

INTRODUCTION

CUSTOMER SATISFACTION MEANING:

Customer satisfaction means taking complete care of customer by giving them complete knowledge
about the product and about all the feature of that particular product Customer satisfaction is the end result of your
interaction with the customer. By giving the best customer service and making sure that the customer was given
the best resolution at the end of the call, then we can say that the customer is satisfied even if it's not verbally said.
According to me customers are those who pay (salary). Satisfaction is the key to hold the customer for future
business. Complete knowledge must be given; each and every query must be clarified by the seller. If a customer
remembers you for future business then we can say that customer is satisfied.

DEFINITION

According to Harold E Edmondson

“Customer satisfaction” Is defined as "the number of customers, or percentage of total customers, whose reported
experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals.”

Customer satisfaction is defined by whether the customer chooses to do business with you or your
company in the future. Many factors play a role in customer satisfaction, including customer service, product
quality and the ease of doing business. Companies must consider customer satisfaction as an important role in the
lifetime value of a customer.

Customer satisfaction, a term frequently used in marketing is a measure of how products and services
supplied by a company meet or surpass customer expectation. In a survey of nearly 200 senior marketing
managers, 71 percent responded that they found a customer satisfaction metric very useful in managing and
monitoring their businesses. It is seen as a key performance indicator within business and is often part of a
balanced scorecard. In a competitive marketplace where businesses compete for customers, customer
satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.

1
SEVEN STEPS:
 Encourage face-to-face dealings.
 Respond to messages promptly and keep yours clients informed.
 Be friendly and approachable.
 Have a clearly-Defined customer service policy.
 Attention to details.
 Anticipate your client’s needs and go out of your way to help them out.
 Honor your promise

MEANING OF CUSTOMER SERVICE

Serving your customer with a smile on your face, even when things don’t go right.
DEFINITION OF CUSTOMER
 A person, company or other entity which buys goods and services produced by another person, company
or other entity.
 One who regularly or repeatedly makes purchases of a trader, a purchase a buyer?

DEFINITION OF CUSTOMER SERVICE

According to Jack Speer “Excellent customer service is the process by
which your Organization delivers its services or products is way that allows the customer to access them
in The most efficient, fair, cost effective and humanly satisfying and pleasurable manner
possible”. Customer service is a common term we are familiar with which means one that aids or
provides helps to the purchase of goods and service.

2
 REVIEW LITERATURE
The paper presents a review on Portable Electric Bike (PEB). This was first developed in
1890’s in US and those were documented within various US patents. On 31st Dec, 1895 Ogden
Bolton designed a battery powered cycle. He designed using 6 pole brush and commuter DC hub
motor connected to the rear wheel. He was then granted a US patent. Couple of years later,
Hosea W. Libbey invented electric bike which was propelled by double electric motor. This
motor was so designed that it was attached with the crankset axle. Later in 1990’s torque sensors
and power controls were developed including some modified versions of bike with NiMH, NiCd
and/or Li-ion batteries which offered lighter, density capacities batteries. But this bikes faced
decrease in production when petrol and diesel resources came in existence. Taking
considerations of recent events of meager resources and facilities at their disposal, over
increasing traffic, snags problem of parking and the need to make automobile a more
environmental friendly, designers of vehicles are back with a view to hit upon a novel concept
that completely alter the conventional design. Recent developments on Electric bike which are
pedal operated are tremendously increasing all over the world market. In China 9 out of 10
Electric bikes are sold, thereby proving that they are not only energy efficient but also relative
cheaper than other electric automobiles. It enables to ride in hilly areas and also in windy areas
with much less human effort. The below table shows and gives the review of the world who have
implemented t electric bike system successfully and have been benefited. The table consists of
the following; the type of bike, speed limit(km/ hr), watt, weight limit (kg), Age requirements.

Main principle: It works on the principle that the electromotive force of an A.C. motor which
receives electrical energy stored in D.C. battery is converted with the help of D.C. to A.C.
converter

Working Medium: Here for the motivation of prime mover the chemical reaction takes place
from which an energizing current is evolved which is responsible for the working. The working
medium is sulphuric acid which is separated into columns of H ions and negative SO4 ions when
mixed with water. If the poles of the cell are connected by a load, the flow of the electrons is
from negative to positive. A bivalent positive lead is produced from neutral lead when combined
with bivalent negative of SO4 group to form lead sulphate. This results due to scarcity of
electrons at negative pole. Through the electron supply a bivalent positive lead is produced at
3
positive pole from quadrivalent positive lead. A combination of SO4 comes into existence
thereby ruling the combination of O2 which leads to formation of PbSO4. The atoms of oxygen
and hydrogen from electrolyte are released together to form water thereby decreasing the density
of battery acid.

DISADVANTAGES

1. High intensity of wind load

2. High centre of gravity.
3. Cannot tolerate drastic changes in environment.
4. Needs Periodic Monitoring.

CONCLUSION
With the increasing consumption of natural resources of petrol, diesel it is necessary to shift
our way towards alternate resources like the Electric bike and others because it is necessary to
identify new way of transport. Electric bike is a modification of the existing cycle by using
electric energy and also solar energy if solar panels are provided, that would sum up to increase
in energy production. Since it is energy efficient, electric bike is cheaper and affordable to
anyone. It can be used for shorter distances by people of any age. It can be contrived throughout
the year. The most vital feature of the electric bike is that it does not consume fossil fuels thereby
saving crores of foreign currencies. The second most important feature is it is pollution free, eco
– friendly and noiseless in operation. For offsetting environmental pollution using of on – board
Electric Bike is the most viable solution. It can be charged with the help of AC adapter if there is
an emergency. The Operating cost per/ km is very less and with the help of solar panel it can
lessen up more. Since it has fewer components it can be easily dismantled to small components,
thus requiring less maintenance.

4
COMPANY PROFILE
HERO ELECTRIC MOTORS

The company was establishing him in the year 2010. The company is on HERO ELECTRIC
MOTORS two wheelers sales and serviced and also sale that spare parts.

Our product port folio:

Hero Electric has separate team at professional handling each of their customers properly, these
professionals, be it in sales and service are guided. And groomed by their respective service
engineer. so as to have on in depth knowledge on the products they deal with this helps us to
provide fulfillment to our customer, satisfaction.

One of the main reasons for hero electric growth is our internal control process. We have
developed on internal system which can control and monitor everything from customer handling,
to sales and service.

Hero Electric believes in the time spend preparing growth can also improve several other areas,
including management. Therefore we do not implement growth procedures without thoroughly
examining all aspects of our business operations. We believe that the management skills and
abilities must be balanced in the increasing demand on management on growing business.

Fair dealing:
Each employee, officer and director should undertake to deal fairly with the company’s
customers, suppliers, and fellow employees.

Financial reporting:
Each employee, officer and director is required to report timidly to the company’s senior
management all information in his possession that may be necessary to ensure that the
company’s financial reports and disclosures are full fair and accurate.

TYPES OF MODEL IN HERO ELECTRIC MOTORS:

 Hero Electric NYX

5
 Hero Electric PHOTON

 Hero Electric OPTIMA DX-E

 Hero Electric NYX

 Hero Electric OPTIMA PLUS

6
Relationship with suppliers and customers:
We are maintaining the good relationship with suppliers and our customers.

Promote a positive work environment:

All employees want and deserve a work place where they feel respected, satisfied and
appreciated. Harassment or discrimination of any kind and especially involving race, color,
religion, gender, age, nationality, disability is unacceptable in the work place environment. In
dealing with each other employees shall up hold the values of trust, teamwork, mutuality,
objectivity, self respect and human dignity.

Reporting of illegal or unethical behavior:

The company requires its employees, officers and directors to talk to supervisors, managers or
other appropriate personal to report and discuss any known or suspected illegal or unethical
behavior involving the company or its employees.

Quality:
We provide quality of work that strives that not only meet but exceed the customer requirements
in terms of safety, performance. This entails the understanding of our customer’s current
requirements as well as the anticipation of their future desires and expectation.

Growth:
Hero Electric started the business with a 4 staffs and 20 customer, and today we have above 10
staffs and above 1000 customers , reason for quality of work, customer attention, we are fulfill
the customer needs and wants.

7
OBJECTIVES OF THE STUDY
The study focuses o find out the factors that influence customers in Hero Electric Motors
when they purchase. For instant research objectives includes various factors.
1. To analyze the personal profile of customers.
2. To identify the customer satisfaction level towards the performance of vehicles.
3. To identify the customer satisfaction level towards the Battery Backup of vehicles.
4. To identify the customer satisfaction level towards Electrical Bike service provided.

8
SCOPE OF STUDY
The scope of the study was extended only to the response of hoped. It does not cover the
entire consumer using other electrical vehicles. The result of this study or useful to access
customer satisfaction and let us know what exactly customer so looking for when they plan to
buy a two-wheelers. It give the idea of the sectors need to improve, to stabilize the market and to
fight the competitors. It helps in getting feedback about the product quality. The project helps to
put in to practice the theoretical aspects of the study into reality.

9
LIMITATIONS OF THE STUDY
 The survey was conducted only in rural area of Respondents thus it cannot be
generalized.
 The information collected in this project is highly time bound hence the result cannot be
universally applicable.
 The survey was conducted only for 100 respondents because of time constraint.

10
 RESEARCH METHODOLOGY

MEANING OF RESEARCH

Research in common parlance refers to a search for knowledge. Once can also define
research as a scientific and systematic search for pertinent information on a specific topic. In
fact, research is an art of scientific investigation, the advanced Learner’s dictionary of current
English lays down the meaning of research as a careful investigation or inquiry especially
through search for new facts in any branch of knowledge.

OBJECTIVES OF RESEARCH

The purpose of research is to discover answers to questions through the application of

scientific procedures. The main aim of research is to find out the truth which is hidden and
which has not been discovered as yet. Though each research study has its own specific purpose,
we may think of research objectives as falling into a number of following broad groupings.

 To gain familiarity with a phenomenon or to achieve new insights into it.

 To portray accurately the characteristics of a particular individual, situation, or a group.
 To determine the frequency with which something occurs or with it is associated with
something else.
 To test a hypothesis of a casual relationship between variables.

RESEARCH DESIGN

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

In fact, the research design is the conceptual structure within which research is
conducted; it constitutes the blueprint for the collection, measurement and analysis of data.

11
TYPES OF RESEARCH

 Descriptive research
 Applied research
 Quantitative research
 Conceptual research
 Some other types of research

DESCRIPTIVE RESEARCH

Descriptive research includes surveys and fact – finding enquiries of different kinds. The
major purpose of descriptive research is description of the state of affairs as it exists at present.
In social science and business research we quite often use the term Ex post facto research for
descriptive research studies.

In this study the descriptive research is used for the research.

SAMPLE DESIGN

A sample design is a definite plan for obtaining a sample from a given population. It
refers to the technique or the procedure the researcher would adopt in selecting items for the
sample. Sample design may as well lay down the number of items to be included in the sample.
i.e., the size of the sample. Sample design is determined before data are collected. There are
many sample designs from which a researcher can choose some designs are relatively more
precise and easier to apply than others. Researcher must select / prepare a sample design which
should be reliable and appropriate for his research study.

12
SAMPLE SIZE

This refers to the number of items to be selected from the universe to constitute a sample.
This major problem before a researcher. The size of sample should neither be excessively larger,
nor too small. It should be optimum.

An optimum sample is one which fulfills the requirements of efficiency,

representativeness, reliability and flexibility while deciding the size of sample.

In this study the researcher has taken 100 samples for the research.

SAMPLING UNIT

A decision has to be taken concerning a sampling unit before selecting sample. Sampling
unit may be a geographical one such state, district, village, etc., or constructing unit such as
house, flat, etc., or it may be a social unit such as family, club, school, etc., or it may be an
individual. The researcher will have to decide one or more of such units that he has to select for
his study.

In this study the sample unit was HERO ELECTRIC MOTORS (Chengalpattu).

13
DATA COLLECTION METHODS

This method of data collection is quite popular, particularly in case of big enquiries. It is
being adopted by private individuals, research workers, private and public organizations and
even by governments. In this method a questionnaire is sent to the persons concerned with a
request to answer the questions and return the questionnaire. The method of collecting data by
mailing the questionnaires to respondents is most extensively employed in various economic and
business surveys.

Researcher should note the following with regard to these three main aspects of a
questionnaire:-

 General form
 Question sequence
 Question formulation and wording.

PRIMARY DATA

We collect primary data during the course of doing experiments in an experimental

research but in case we do research of the descriptive type and perform surveys, whether sample
surveys or census surveys, then we can obtain primary data either through observation or through
direct communication with respondents in one form or another or through personal interviews.

SECONDARY DATA

Secondary data means data that are already available. i.e., they refer to the data which
have already been collected and analyzed by someone else. When the researcher utilizes
secondary data, then he has to look into various sources from where he can obtain them. In this
case he is certainly not confronted with the problems that are usually associated with the
collection of original data.

 Company profile
 Company website
 Books

14
DATA USED

Both primary data and secondary data are used in this study

 Questionnaires (Primary Data)

 Company profile
 Company website Secondary data
 Books
STATISTICAL TOOLS & TECHNIQUES USED FOR ANALYZING

 Percentage analysis

 Correlation analysis

PERCENTAGE ANALYSIS

Percentage refers to special kind ratio. Percentages and used in making

comparison between two or more series of date percentages is used desired relationship.
Percentage can also be used to compare the relative terms the distribution of two are
more series of data.
No. of respondents
Percentage of respondents = ------------------------ X 100
Total respondents

CORRELATION ANALYSIS

Correlation analysis studies the joint variation of two or more variables for
determining the amount of correlation between two or more variables.

POSITIVE CORRELATION:

When the values of two variables are change in the same direction there is the positive
correlation between the two variables.

NEGATIVE CORRELATION:

When the values of two variables are change in the opposite direction there is the negative
correlation between the two variables

15
 CHAPTER – IV

DATA ANALYSIS AND INTERPRETATION

TABLE 1

TABLE SHOWING AGE OF THE CUSTOMERS

NO. OF
PARTICULARS PERCENTAGE %
RESPONDENTS
Below 25 38 38%
26-30 24 24%
31-35 21 21%
Above 36 17 17%
TOTAL 100 100%

SOURCE: primary data

INFERENCE:
From the above table it inferred that 38% of the respondents are Below 25 and 24% of
respondents are 26-30, 21% respondents 31-35 and 17% of respondents are in the age group of
above 36 years.

16
 CHART 1

CHART SHOWING AGE OF THE CUSTOMERS

17%

38%

21%

24%

17
 TABLE 2

TABLE SHOWING GENDER OF THE CUSTOMERS

NO. OF
PARTICULARS PERCENTAGE %
RESPONDENTS
Male 82 82%
Female 18 18%
TOTAL 100 100%

SOURCE: primary data

INFERENCE:
The above table highlights that the 82% of the respondents are male and 18% of the respondents
are female.

18
 CHART 2

CHART SHOWING GENDER OF THE CUSTOMERS

90

80
82%
70

60

50
Male
40 Female

30
18%
20

10

0
1 2

19
 TABLE 3

TABLE SHOWING MARITAL STATUS OF THE CUSTOMERS

NO. OF
PARTICULARS PERCENTAGE %
RESPONDENTS
Married 35 35%
Unmarried 65 65%
TOTAL 100 100%

SOURCE: primary data

INFERENCE:
The above table highlights that the 36% of the respondents are married and 64% of the
respondents are unmarried.

20
 CHART 3

CHART SHOWING MARITAL STATES OF THE CUSTOMERS

70%
64%
60%

50%

40%

30% 36%

20%

10%

0%
Married Unmarried

21
 TABLE 4

TABLE SHOWING EDUCATIONAL AND QUALIFICATION

NO. OF
PARTICULARS PERCENTAGE %
RESPONDENTS
Below 12th 33 33%
Diploma 32 32%
Degree 29 29%
Others 6 6%
TOTAL 100 100%

SOURCE: primary data

INFERENCE:
From the above table it inferred that 33% of the respondents are Below 12th std and 32% of
respondents are diploma, 29% respondents degree holder and 6% of respondents are in the
others category.

22
 CHART 4

CHART SHOWING EDUCATIONAL AND QUALIFICATION

35 33% 32%
29%
30

25

20

15

10 6%

0
Below 12th Diploma Degree Others

23
 TABLE 5

TABLE SHOWING PROFESSION OF THE CUSTOMERS

PARTICULARS NO. OF RESPONDENTS PERCENTAGE %

Student 46 46%
Business 24 24%
Employee 22 22%
Agriculturist 8 8%
TOTAL 100 100%

SOURCE: primary data

INFERENCE:
From the above table it inferred that 46% of the respondents are student and 24% of respondents
are business, 22% respondent’s employee and 8% of respondents are in the Agriculturist.

24
 CHART 5

CHART SHOWING PROFESSION OF THE CUSTOMERS

8%
Agriculturist

22%
Employee

24%
Business

46%
Student

0 10 20 30 40 50

25
 TABLE 6

TABLE SHOWING ABOUT HERO ELECTRIC BIKE OF THE

CUSTOMERS

NO. OF
PARTICULARS PERCENTAGE %
RESPONDENTS
Press/electronic media 28 28%
Words of mouth 39 39%
Friends 25 25%
Internet 8 8%
TOTAL 100 100%

SOURCE: primary data

INFERENCE:
From the above table it inferred that 28% of the respondents are Press/electronic media and 39%
of respondents are Words of mouth, 25% respondent’s Friends and 8% of respondents are in the
internet.

26
 CHART 6

CHART SHOWING ABOUT HERO ELECTRIC BIKE OF THE

CUSTOMERS

39%
40

35 28%
25%
30

25

20

15
8%
10

0
Press/electronic Words of mouth Friends Internet
media

27
 TABLE 7

TABLE SHOWING REGARDING THE MODELS OF POSSESS

NO. OF
PARTICULARS PERCENTAGE %
RESPONDENTS
Hero Electric NYX E2 18 18%
Hero Electric NYX E5 36 36%
Hero Electric NYX ER 14 14%
Hero Electric Photon 48V 6 6%
Others 26 26%
TOTAL 100 100%

SOURCE: primary data

INFERENCE:
From the above table it inferred that 36% of the respondents are Hero Electric NYX E2, and
26% of respondents are others, 14% respondent’s Hero Electric NYX ER.

28
 CHART 7

CHART SHOWING REGARDING THE MODELS OF POSSESS

NO. OF RESPONDENTS

40
35
30
25
20
15 NO. OF RESPONDENTS
10
5
0
Hero Hero Hero Hero Hero
Electric Electric Electric Electric Electric
NYX E2 NYX E5 NYX ER Photon Flash LA
48V

29
 TABLE 8

TABLE SHOWING REGARDING THE PURCHASE OF THE BIKE

NO. OF
PARTICULARS PERCENTAGE %
RESPONDENTS
1 year ago 14 14%
2 year ago 38 38%
3 year ago 26 26%
4 year ago 18 18
>4 year ago 4 4%
TOTAL 100 100%

SOURCE: primary data

INFERENCE:
From the above table it inferred that 14% of the respondents are 1 year ago, and 38% of
respondents are 2 year ago, 26% respondent’s 3 years ago and 18% of respondents are in the 4
years ago and 4% respondents are in the >4 years ago.

30
 CHART 8

CHART SHOWING REGARDING THE PURCHASE OF THE BIKE

>4 year ago 4%

4 year ago 18%

3 year ago 26%

2 year ago 38%

1 year ago 14%

0 5 10 15 20 25 30 35 40

31
 TABLE 9

TABLE SHOWING HERO ELECTRIC BIKE DEALER FOR SERVICE

HOW FAR DELAY

PARTICULARS NO. OF RESPONDENTS PERCENTAGE %

Within local city 29 29%
20 mints away 32 32%
40 mints away 33 33%
1 hour away 6 6%
TOTAL 100 100%

SOURCE: primary data

INFERENCE:
From the above table it inferred that 29% of the respondents are within local city and 32% of
respondents are 20 mints away, 33% respondent’s 40 mints away and 6% of respondents are in
the 1 hour away.

32
 CHART 9

TABLE SHOWING HERO ELECTRIC BIKE DEALER FOR SERVICE

HOW FAR DELAY

35 33%
32%

30 29%

25

20

15

10

6%
5

0
Within local city 20 mints away 40 mints away 1 hour away

33
 TABLE 10

TABLE SHOWING CUSTOMERS EXPERIENCE USING THE ELECTRIC

BIKE

PARTICULARS NO. OF RESPONDENTS PERCENTAGE %

Good 68 68%
Excellent 22 22%
Satisfactory 10 10%
Not good 0 0%
TOTAL 100 100%

SOURCE: primary data

INFERENCE:
From the above table it inferred that 68% of the respondents are good and 22% of respondents
are excellent, 10% respondent’s Satisfactory.

34
 CHART 10

CHART SHOWING CUSTOMERS EXPERIENCE USING THE

ELECTRIC BIKE

80

70
68%
60

50

40

30

20 22%

10 10%

0 0%
0 1 2 3 4 5

35
 TABLE 11

TABLE SHOWING CONVENIENT VEHICLE SERVICSE OF THE

CUSTOMERS

PARTICULARS NO. OF RESPONDENTS PERCENTAGE %

Show room 77 77%
Rood mechanics 23 23%
TOTAL 100 100%

SOURCE: primary data

INFERENCE:
The above table highlights that the 77% of the respondents are show room, and 23% of the
respondents are rood mechanics.

36
 CHART 11

CHART SHOWING CONVENIENT VEHICLE SERVICSE OF THE

CUSTOMERS

23%

Show room
Rood mechanics

77%

37
 TABLE 12

TABLE SHOWING TOTAL PAYMENT OF THE CUSTOMERS

PARTICULARS NO. OF RESPONDENTS PERCENTAGE %

Yes 33 33%
No 67 67%
TOTAL 100 100%

SOURCE: primary data

INFERENCE:
The above table highlights that the 33% of the respondents are lowest yes, and 67% of the
highest respondents are no.

38
 CHART 12

CHART SHOWING TOTAL PAYMENT OF THE CUSTOMERS

80%

70% 67%

60%

50%

40% 33%

30%

20%

10%

0%
Yes No

39
 TABLE 13

TABLE SHOWING ABOUT SPARE PARTS PROVIDED GENUINELY TO

ELECTRIC BIKE VEHICLE

PARTICULARS NO. OF RESPONDENTS PERCENTAGE %

Yes 100 100%
No 0 0%
TOTAL 100 100%

SOURCE: primary data

INFERENCE:
The above table highlights that the 100% of the respondents are majority of yes.

40
 CHART 13

CHART SHOWING ABOUT SPARE PARTS PROVIDED GENUINELY TO

ELECTRIC BIKE VEHICLE

0%
No

100%
Yes

0% 20% 40% 60% 80% 100%

41
 TABLE 14

TABLE SHOWING SATISFIED CUSTOMER’S ELECTRIC BIKE

VEHICLE MILEAGE

PARTICULARS NO. OF RESPONDENTS PERCENTAGE %

Highly satisfied 42 42%
Satisfied 23 23%
Neutral 21 21%
dissatisfied 12 12%
Highly dissatisfied 2 2%
TOTAL 100 100%

SOURCE: primary data

INFERENCE:
From the above table it inferred that 42% of the respondents are highly satisfied, and 23% of
respondents are satisfied, 21% respondents are Neutral and 12% of respondents are in are
dissatisfied and 2% respondents are in the highly dissatisfied.

42
 CHART 14

CHART SHOWING SATISFIED CUSTOMER’S ELECTRIC BIKE

VEHICLE MILEAGE

2%
12%

42%
Highly satisfied
Satisfied

21% Neutral
dissatisfied
Highly dissatisfied

23%

43
 TABLE 15

TABLE SHOWING COMPLETED VEHICLE SERVICE HOW MANY

TIME OF CUSTOMERS

PARTICULARS NO. OF RESPONDENTS PERCENTAGE %

1 Times 10 10%
2 Times 12 12%
4 Times 25 25%
6 Times 53 53%
TOTAL 100 100%

SOURCE: primary data

INFERENCE:
From the above table we are inferred that 10% of respondents 1 times, 12% of
respondents are 2 times, 25% of respondents are 4 times, and 53% of respondents are highlight 6
times.

44
 CHART 15

CHART SHOWING COMPLETED VEHICLE SERVICE HOW MANY

TIME OF CUSTOMERS

10%

12%
53%

25%

45
 TABLE 16

TABLE SHOWING COMPLETED ELECTRIC BIKE VEHICLE SERVICE

NO. OF
PARTICULARS PERCENTAGE %
RESPONDENTS
2 hours 52 52%
4 hours 22 22%
Half day 26 26%
Full day 0 0%
TOTAL 100 100%

SOURCE: primary data

INFERENCE:
From the above table we are inferred that 52% of respondents 2 hours, 22% of respondents are
4hours, 26% of respondents are half day.

46
 CHART 16

CHART SHOWING COMPLETED VEHICLE SERVICE

60%

52%
50%

40%

30%
22% 26%

20%

10%

0% 0%
2 hours 4 hours Half day Full day

47
 TABLE 17

TABLE SHOWING FEATURE OF ELECTRIC BIKE BIKE OPINION

ABOUT CUSTOMER

NO. OF
PARTICULARS PERCENTAGE %
RESPONDENTS
Mileage 14 14%
Looks 36 36%
Stability 17 17%
Engine 24 24%
Others 9 9%
TOTAL 100 100%

SOURCE: primary data

INFERENCE:
From the above table we are inferred that 52% of respondents 2 hours, 22% of respondents are
4hours, 26% of respondents are half day.

48
 TABLE 17

TABLE SHOWING FEATURE OF BIKE OPINION ABOUT CUSTOMER

40%

35% 36%

30%

25%
24%
20%
17%
15%
14%
10%
9%
5%

0%
0 1 2 3 4 5 6

49
 TABLE 18

TABLE SHOWING OPINION ABOUT DISADVANTAGES OF BIKE

PARTICULARS NO. OF RESPONDENTS PERCENTAGE %

Tubeless tire 52 52%
Battery 15 15%
BHP 11 11%
Others 10 10%
TOTAL 100 100%

SOURCE: primary data

INFERENCE:
From the above table we are inferred that 52% of respondent’s Tubeless tire, 15% of respondents
are Oil cooled, 11% of respondents are BHP, 12% of respondents are Gear box, and 12% of
respondents are others.

50
 CHART 18

CHART SHOWING OPINION ABOUT DISADVANTAGES OF BIKE

NO. OF RESPONDENTS

60

50

40

30 NO. OF RESPONDENTS

20

10

0
Tubeless tire Battery BHP Others

51
 TABLE 19

TABLE SHOWING OPINION ABOUT UP TO HOW MACH KM

TRAVELS

PARTICULARS NO. OF RESPONDENTS PERCENTAGE %

500-5000 42 42%
5000-20000 22 22%
20000-40000 34 34%
Above 40000 2 2%
TOTAL 100 100%

SOURCE: primary data

INFERENCE:
From the above table we are inferred that 42% of respondent’s 500-5000, 22% of respondents is
5000-20000, 34% of respondents are 20000-40000, and 2% of respondents are Above 40000.

52
 CHART 19

CHART SHOWING OPINION ABOUT UP TO HOW MACH KM

TRAVELS

42%
0.45

0.4 34%
0.35

0.3
22%
0.25

0.2

0.15

0.1
2%
0.05

0
500-5000 5000-20000 20000-40000 Above 40000

53
 TABLE 20

TABLE SHOWING OPINION ABOUT HERO ELECTRIC NYX E5 BIKE

PARTICULARS NO. OF RESPONDENTS PERCENTAGE %

Good 28 28%
Excellent 52 52%
Satisfactory 14 14%
Not good 6 6%
TOTAL 100 100%

SOURCE: primary data

INFERENCE:
From the above table it inferred that 28% of the respondents are good and 52% of respondents
are excellent, 14% respondents are Satisfactory,6% respondents are not good.

54
 TABLE 20

TABLE SHOWING OPINION ABOUT ELECTRIC BIKE

0.6
52%
0.5

0.4

28%
0.3

0.2
14%

6%
0.1

0
Good Excellent Satisfactory Not good

55
 TABLE 21

TABLE SHOWING OVERALL OPINION ABOUT HERO ELECTRIC

BIKE COMPANY

NO. OF
PARTICULARS PERCENTAGE %
RESPONDENTS
Good 38 38%
Excellent 43 43%
Satisfactory 19 19%
Not good 0 0%
TOTAL 100 100%

SOURCE: primary data

INFERENCE:
From the above table it inferred that 38% of the respondents are good and 43% of respondents
are excellent, 19% respondents are Satisfactory, 0% respondents are not good.

56
 CHART 21

CHART SHOWING OVERALL OPINION ABOUT HERO ELECTRIC

BIKE COMPANY

43%
0.45
38%
0.4

0.35

0.3

0.25
19%
0.2

0.15

0.1

0.05 0%

0
Good Excellent Satisfactory Not good

57
6.STATISTICAL TOOLS

6.1. CORRELATION

X – Feature of bike

Y – Disadvantages of bike

H0: there is no significant relationship between feature of bike and disadvantages of bike

H1: there is no significant relationship between feature of bike and disadvantages of bike

X Y X2 Y2 XY

14 52 196 2704 728

36 15 1296 225 540

17 11 286 121 187

24 12 576 144 288

09 10 81 100 900

Total 2435 3294 2643

CORRELATION: = ∑XY
√∑x2 x ∑y2
= 2643
√2435 x 3294

58
 = 2643
√8,020,890

= 2643
2832.11

= 0.933 is positive correlation

Conclusion:

Hence HO is accepted so there is no relationship between

Feature of bike and disadvantages of bike.

59
6.2. CORRELATION

X – Vehicle service timing vice

Y – Vehicle service days vice

H0: there is no significant relationship between vehicle services timing vice

And vehicle service days vice

H1: there is no significant relationship between vehicle services timing vice

And vehicle service days vice

X Y X2 Y2 XY

10 52 100 2704 520

12 22 144 484 264

25 26 625 676 650

53 0 2809 0 0

Total 3678 3864 1434

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CORRELATION: = ∑XY
√∑x2 x ∑y2
= 1434
√3678 x 3864

= 1434
√14,211,792

= 1434
3188.76

= 0.380 is positive correlation

Conclusion:
Hence H0 is accepted so there is no relationship between Hero Electric Vehicle
services timing vice and vehicle service days vice

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7. FINDINGS

1. 38% of respondents are below 25 and 17% of respondents are above 36 years.
2. 82% of respondents are male and 18% of respondents are female.
3. 65% of respondents are married and 35% of respondents are unmarried.
4. 33% of respondents are 12th STD 6% of respondents are other category.
5. 46% of respondents are students 8% of respondents are agriculturist.
6. 28% of respondents are press/electronic 8% of respondents are internet.
7. 36% of respondents are Hero Electric NYX 14% of respondents is Hero Electric NYX
ER
8. 38% of respondents are 2 years ago 4% of respondents are >4 years.
9. 33% of respondents are 40 mints away 6% of respondents are 1 hours away.
10. 68% of respondents are good 1o% of respondents are satisfactory.
11. 77% of respondents are show room 23% of respondents are rood mechanic.
12. 67% of respondents are yes 33% of respondents are no
13. 100% of respondents are majority.
14. 42% of respondents are highly satisfied 2% of respondents are dissatisfied.
15. 53% of respondents are 6 times 10% of respondents are 1 times
16. 52% of respondents are 2 hours 22% of respondents are 4 hours
17. 36% of respondents are looks 9% of respondents are others.
18. 52% of respondents are tubeless tire 10% of respondents are others.
19. 42% of respondents are 500-5000 2% of respondents are above 40000.
20. 52% of respondents are excellent 6% of respondents are not good.
21. 43% of respondents are excellent 19% of respondents are satisfactory.

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SUGGESTIONS
1. Introduction to New Brand – Hero Electric should introduce new bikes in the market. It will

1. Definitely make the market oligopolistic but will improve the condition of Hero Electric
Bike.
2. Bike in Battery Backup in this Hero Electric Bike needs to introduce a bike in this
segment which can compete with the other Brands on price, power pickup, mileage and
style.
3. The company should also launch some cheaper models so that the students can buy more.
4. Focus should be on teenagers, young and executives as they represent largest portion of
the Hero Electric bike user segment.
5. Indian customers generally do not use Hero Electric bike for fashion but as a necessity so
battery backup should be a concern. So it needs to create a better image in the mind of its
customers regarding mileage.
6. The company should follow an aggressive selling concept.

63
CONCLUSION

From the study it was found that the perception f the customer is good about Hero
Electric Bikes like quality like facilities and equipment of show room on time service
delivery consistency of service charges communication of staff are causing customer
satisfaction the customer requirements are fulfilled by the show room.

64
BIBLIOGRAPHY

Kothari. C.R - Research Methodology New Delhi,

Wishwaprakasam Publishers – 1997.

Dr. Gopal. C.B - Human Resource Management, New

Delhi, Suttanchand & Sons,

Publishers – 2003.

Prasad. L. N. - Human Resource management, New

Delhi, Suttanchand & Sons,

Publishers – 2003.

Dr. Vittal. P. R - Business Mathematics & Statistics,

Chennai, Maragatham.

Dr. L.M. Prasath - Human Resource management.

Website - https://auto.ndtv.com/hero-electric-bikes

65
A STUDY ON CUSTOMER SATISFACTION QUESTIONNAIRE

1. PERSONAL DATA:
NAME:-
AGE:-
a) Below 25 ( ) b) 26-30 ( ) c) 31-35 ( ) d) Above 36 ( )
GENDER:-
a) Male ( ) b) Female ( )
MARITAL STATUS:-
a) Married ( ) b) Single ( )
EDUCATIONAL QUALIFICATION:-
a) Below 12th ( ) b) Diploma ( ) c) Degree ( ) d) Others ( )
2. What is your profession?

(a) Student (b) Business (c) Employee (d) Agriculturist (e) Others

3. How do you know about Hero Electric bikes?

(a) Press/electronic media (b) Word of mouth (c) Friends (d) Internet

4. Which model do you possess?

(a) Hero Electric NYX E2 (b) Hero Electric NYX E5 (c) Hero Electric NYX ER (d) Hero
Electric Photon 48V (e) others

5. When did you purchase the bike?

(a) 1 year ago (b) 2 years ago (c) 3 years ago (d) 4 years ago (e) >4 years

6. How far do you travel to your local Hero Electric Bike dealer for service?

(a) Within local city (b) 20 mines away? (c) 40 mines away? (d) 1 hour away?

7. How was your experience after using the electric bike?

(a) Good (b) excellent (c) satisfactory (d) not good

66
8. Where it is convenient make your vehicle service?

(a) Show room (b) road mechanics

9. Do customers get full value of money for the bike they purchased?

(a) Yes (b) No

10. Do you have other spare parts respectively are provided on the vehicles?

(a) Yes (b) No

11. Are satisfied with your vehicle Battery Backup?

(a) Highly satisfied (b) satisfied (c) neutral (d) dissatisfied (e) highly dissatisfied

12. How many times a year does you complete vehicle service?

(a) 1 times (b) 2 times (c) 4 times (d) 6 times

13. How many hours of service to your vehicle are completed?

(a) 2 hour (b) 4 hour (c) half day (d) full day

14. Which is the best feature of the bike?

(a) Mileage (b) looks (c) stability (d) engine (e) others

15. What is the disadvantage of bike?

(a) Tubeless tire (b) Battery (c) bhp (e) others

16. How much KM have you travelled up to date?

a) 500-5000 (b) 5000-20000 (c)20000-40000 (d) above 40000

17. What do you feel about the design of Hero Electric NYX E5 bike?

(a) Good (b) excellent (c) satisfactory (d) not good

18. What is overall opinion about company of Hero Electric Bike?

(a) Good (b) excellent (c) satisfactory (d) not good

67