A PROJECT REPORT ON

CUSTOMERS PERCEPTION TOWARD SECOND HAND

BIKES (VESPA)

IMPLIMENTED BY SAMARTH MOTORS

SUBMITTED TO
UNIVERSITY OF PUNE

SUBMITTED BY
SHRIRANG DEO

MBA MARKETING

UNDER THE GUIDANCE OF THE PROJECT GUIDE

MR. DHRUBO BHAKAT

UNIQUE INSTITUTE OF MANAGEMENT STUDIES

KONDHWA, PUNE 411004
YEAR 2018-2020

1
DECLARATION

2
 CERTIFICATE

ACKNOWLEDGEMENT
I would like to express my sincere thanks to the University of Pune and
unique institute of management for giving me the opportunity to prepare
and present this report.
“There is a good saying that the work is successfully completed if the
person is guided properly at the right time by the right person”, with that
the good opportunities that we receive as well as the efficient
supervision and the most valuable the internal guidance.
Hereby I would like to express my deep gratitude to our guide ‘Mr.
Dhrubo Bhakat’, who in his busy schedule provided us with full support
and encouragement, his wholehearted co-operation throughout the
progress and the completion of the project.
I would also like to express my gratitude to our principal ‘’ coordinator
‘’ for guiding us and being with us throughout the period of the study
and also helping us when we needed their help.
Last but not the least I would like to thank my friends for their
encouragement and direct or indirect support in completion of the
project.

SHRIRANG DEO
MBA MARKTING

3
 A STUDY ON CUSTOMERS PERCEPTION

TOWARDS SELLING OF SECOND HAND BIKE (VESPA) WITH SPECIAL REFERRENCE

TO SAMARTH MOTORS

4
 INDEX

S.NO: PARTICULARS PAGE NO:

1. INTRODUCTION 6
1.2Objective of study
1.3Scope
1.4Significance
1.5Research Design
1.6Research Size and Area
1.7Sample Technique
1.8Limitation of study
2. COMPANY PROFILE 12
2.2 About Product
2.3Competitor Analysis
2.4Selling concept
2.5Sales and Distribution
3. THEORETICAL CONCEPT 20
4. RESEARCH METHODOGY 26
4.1 INTRODUCTION
4.2 LOCATION OF THE STUDY
4.3 RESEARCH PURPOSE
4.4 RESEARCH APPROACH
4.5 UNIVERSE AND SAMPLE SIZE
4.6 SAMPLING METHOD
4.7 CLASSIFICATION OF RESPONDENTS
4.8 TYPES AND SOURCES OF DATA
COLLECTION
4.9 LIMITATION OF THE STUDY
5. INTERPRETATION OF DATA 32
6. FINDINGS 41
7. CONCLUSION 42
8. SUGGESTION 43
9. REFERRENCE 44
10. ANNEXURE 45

5
INTRODUCTION

6
 1.1. INTRODUCTION

In this fast and changing time customers perceptions has evolved where
they don't stay focus on only one things but they take multiple things into
consideration, especially when it comes to second hand bikes. Second hand bikes
are more preferred by people who are at learner stage, cannot afford new one's
etc. depending upon the usage. Second hand market is also as tough as first hand
where there are multiple competitors as well as wide range of product but only
focused on single factor where second hand market of bike consist of multiple
factor which not only includes brands but variations as well as conditions.

Automobile industry contributes to be one of the largest industries in India.

Being the leader in product innovation and technological advancements in the
manufacturing sector, Customers perception has also been innovative where each
individual's requirements are different and to fulfil those individual needs various
manufacturers of bikes and mopeds are introducing new bikes over a span of year
and these introduction leads to change in the perception of customers as well as
growth in the second hand market of bikes and mopeds where customers sell
previous ones and buys another one whatever may be the case.

Market Share Movement

The last year and a half has been marked by greater traction in new product
launches and focus on expansion of customer touch points by most 2W OEMs.
However, a dull demand environment restricted the ability of most OEMs to
leverage the supply-side efforts adequately. As demand levels failed to impress,
the 2W OEMs resorted to even more supply-side doses viz., attractive financing
schemes, discounts on insurance for limited period etc. The OEMs had generally
not resorted to these latter set of tools in 2009-10, 2010-11 and 2011-12 and
their return to use as a promotional lever is indicative of the weak demand

7
conditions. In terms of market share, while Hero MotoCorp continues to remain
the distant leader with a share of 43.0% in 11m 2012-13, it saw its share erode by
220 basis points (bps) during this period compared to the corresponding previous.

A large part of this market share set-back was caused by weakness in Hero
MotoCorp’s sales volumes in the 100cc segment, even as the OEM expanded its
market share in some of the other segments like the relatively faster growing
scooters segment and the 125cc segment of bikes, by virtue of new product
launches. The other two leading Indian OEMs too, namely, Bajaj Auto and TVS
Motor experienced decline in their respective share in the domestic 2W market in
11m 2012-13. Honda, however, continued to demonstrate steady gains in market
share across the board and strengthened its market share from 14.9% in 2011-12
to 18.6% in 11m 2012-13. Having overtaken TVS’ volumes in October 2011 and
having achieved parity with Bajaj Auto’s volumes in recent months, Honda is now
the second largest 2W OEM in India. In ICRA’s view, the ongoing environment of
weak demand is likely to have a dissimilar impact on each player depending on
the respective OEMs’ product portfolio mix and marketing strategy. Hero

MotoCorp’s adeptness at protecting its 100cc segment moat, Bajaj Auto’s

ability to maintain a consistent brand strategy, TVS’ ability to plug its product
portfolio gaps and Honda’s success in scaling up its distribution and service
network will govern the overall domestic 2W market share distribution in the
times to come.

8
 1.2. OBJECTIVE OF STUDY

1. To know Customers Perception about Vespa as second hand moped.

2. To identify factors influencing in selection of Vespa.
3. To understand Customers view towards a Second hand bikes.
4. To find out reason for their change in preferences.
5. To refer post purchase experiences of Second hand bikes by the customers.

1.3. SCOPE OF STUDY

The Scope of the study is limited to Pune's Market of Second Hand Moped's
especially Vespa where people prefer to buy second hand 2 wheeler then 4
wheelers as compare to other parts of the country in comparison to Pune.
Especially in Pune market share of two wheeler has increased in past 2-3 years
where people opt for 2 wheeler rather than 4 wheelers.

The main reason for conducting this study is to know what are the factors
that affect a person perception towards second hand bikes or mopeds specially
Vespa, which has low market share in respect to second hand condition.

1.4. SIGNIFICANCE OF THE STUDY

The study will help the Seller of Second Hand Moped's to identify the
market of the targeted area and people's perception toward buying of second
hand mopeds especially Piaggio Brand moped named as Vespa which is Costlier
than the other mopeds available in the market.

9
 1.5. RESEARCH DESIGN
Data collection:

1) Primary data:

The primary data will be collected by directly interacting with the

customers with the help of questionnaires. The primary data such as sales
figures will be collected from the seller directly.

These data will be collect first hand where the customer will be directly
presented with the questionnaire and they are required to fill the
questionnaire truthfully.

2) Secondary data:

The secondary data will be procured from different seller's website of

second hand dealers such as OLX.com, Bikewale.com etc. The secondary
data will also be generated from various automobile magazines, journals
etc.

These data will be collected from the dealers journals and from previous
customer review where their response toward the services are already
given and from market by doing a market analysis about the current
scenario which would give the actual knowledge about the status of the
market.
1.6. RESEARCH SIZE AND RESEARCH AREA
The sample size is 100 subjects and sample area would be Pune. With
respect to the whole market area sampling is suppose to be random and the
approaching customers are suppose to answer the presented questionnaire
without any bias.

10
1.7. SAMPLE TECHNIQUE
The sample technique used here will be Simple Random Sampling. It will
give the clear picture about customer’s perception towards the subject
matter.

1.8. LIMITATIONS OF THE STUDY

1. TIME
Maximum effort at limited time period which is expected within the
span of one month.

2. CUSTOMERS
Sometime customers behaves arrogantly and their ignorance causes
massive miscalculation of the data that is supposed to be obtained.

3. JOB PROFILE
Apart from this study working with the organization and achieving
their daily target is also my responsibility and burden that needs to
be handled.

4. COST
Now all the pain of going to customers and providing them with the
questionnaire requires and additional cost which is not only affect
my time aspect but financial aspect as well.

11
COMPANY PROFILE

12
COMPANY PROFILE

SMARTH MOTORS is a prominent supplier and trader of Used

Motorbikes & Mopeds on sale or purchase. Their products are highly
reliable and known for their flawless performance, maximum efficiency as
well as service life. They have expertise offering products in diverse
specifications as per the different needs of the clients. They provide the
collection in quality packaging to keep it safe during transit. Furthermore,
their offered range of used motorbikes are thoroughly checked and proper
servicing is done before being delivered at their client doorstep. In order to
maintain superior quality, they are sourcing the entire range from certified
and trusted vendors only.

Products

 Used Bajaj Discover 125

 Second Hand Activa Scooty
 Second Hand Motorbikes
 Second Hand Apache Bike
 Used Bajaj Bike
 Second Hand Bajaj Discover
 Used Discover Bike
 Second Hand Bajaj Pulser Bike
 Used Pulsar Bike
 Used Pulsar Bike
 Used Old Bike
 Second Hand CD Down Bike
 Used Discover Bike 100 CC
 Used Splender Hero Bike
 Used Hero Two Wheeler Bike

13
  Used Honda Activa Scooty
 Second Hand Honda Activa125
 Second Hand Piaggio Vespa 125
 Second Hand Piaggio Vespa 150
 Used Activa
 Second Hand Honda Dream Bike
 Used Honda CB Twister
 Second Hand Honda CBR
 Second Hand Royal Enfield Bike
 Used Suzuki Scooter
 Used Suzuki Scooter
 Used Yamaha Motorcycle
 Used Bikes
 Used Motorcycles

Nature of BusinessSupplier and Trader

Year of Establishment 1994

No. of Employees 10

14
2.2. ABOUT VESPA

It is made by a company named as Piaggio in 1944 by the Piaggio

engineers Renzo Spolti and Vittorio Casini. The basic patented design
allowed a series of features to be deployed on the spar-frame that would
later allow quick development of new models. The original Vespa featured
a rear pillion seat for a passenger, or optionally a storage compartment.
The original front protection "shield" was a flat piece of aero metal; later,
this developed into a twin skin to allow additional storage behind the front
shield, similar to the glove compartment in a car. The fuel cap was located
underneath the (hinged) seat, which saved the cost of an additional lock on
the fuel cap or need for additional metal work on the smooth skin.

15
 The scooter had rigid rear suspension and small 8-inch (200 mm) wheels
that allowed a compact design and plenty of room for the rider's legs. The Vespa's
enclosed, horizontally mounted 98 cc two-stroke engine acted directly on the rear
drive wheel through a three-speed transmission. The twist grip-controlled gear
change involved a system of rods. The early engine had no forced-air cooling, but
fan blades were soon attached to the magneto-flywheel (which houses the points
and generates electricity for accessories and for the engine's spark) to push air
over the cylinder's cooling fins. The modern Vespa engine is still cooled this way.

Piaggio first licensed the production of Vespa scooters in India to Bajaj Auto
in the 1960s. In 1971, Piaggio's license was not renewed as a part of Indira
Gandhi's privatization programs. After the collaboration ended, Bajaj continued to
produce scooters based on the Vespa design, namely the Chetak.

Another Vespa partner in India was that of LML Motors. Beginning as a

joint-venture with Piaggio in 1983, LML, in addition to being a large parts supplier
for Piaggio, produced the P-Series scooters for the Indian market. In 1999, after
protracted dispute with Piaggio, LML bought back Piaggio's stake in the company
and the partnership ceased. LML continues to produce (and also exports) the P-
Series variant known as the Stella in the U.S. market and by other names in
different markets.

In the 2012 Auto Expo held in New Delhi, the iconic Vespa re-entered the
Indian Market. Piaggio unveiled its range of scooters at the Expo. This became the
first such venture of Piaggio in India without a local partner.

16
 2.3. COMPETITOR ANALYSIS

Technical  Honda Vespa

Suzuki Access Vespa VX Hero Dare
Specifications Activa 125 946

Engine 125cc 124cc 125cc 124.6cc 125cc

displacement

Number of 2 2 3 - 3
valves

Max power 8.6PS 8.58PS 10.06PS 9.38PS 11.7PS

Max torque 10.12Nm 9.8Nm 10.6Nm 9.8Nm 10.3Nm

Dimensions  - 1780x650x112 1770x690x1140 1820x975x118 -

LxWxH (mm) 5 0

Suspension Telescopic/ Telescopic/  Single side Telescopic/ -

F/R hydraulic Swing Arm arm/ hydraulic
hydraulic

Brakes F/R 190mm 120mm/ 200mm disc/ 200mm disc/ Disc/disc

disc/ 120mm drum 140mm drum 130mm drum
130mm
drum

Wheelbase 1260mm 1250mm 1290mm - -

Kerb weight - 112kg 114kg - -

0-60kmph - 6.50 seconds 11.73 - -

Top speed - 82.70kmph 84.60kmph - -

Fuel efficiency - 44.70kmpl 54.86kmpl - -

overall

Prices,  Rs 56,607 Rs 49,260 Rs 72,368 Rs 60,000 est Rs 12

ex-Mumbai lakh est

Expected  Available Available Available NA NA

launch date

17
 2.4. SELLING CONCEPT

The idea here is that the customers won't buy the product until and unless
the seller take selling and promotion efforts to maximum extent. why customers
should buy a particular product in this case Vespa where multiple other options
are also available in the market. Here is the challenge for the seller to promote
the product no matter what all are the negative aspects of the product is. He
should convey the good qualities about the product with in the appropriate steps
that needs to be take for conveying the customers to buy the product. It can be
either showing in practical manner or subjective manner, in any ways it can be
done.

18
 2.5. SALES AND DISTRIBUTION
Procurement of second hand bikes directly takes place through customers
who wants to sell their bike or from various exchange centers where customers
can freely sell their old bikes in return of a new bikes. These are various sources of
procuring bikes and mopeds which helps the business to rise. Once the Bikes or
moped is purchase then it is further goes for inspection where the mechanics
check for error and faults and after rectification of those error it is sent to various
distributors or can be said as show room according to their requirement and then
it is sold to the ultimate customers.

19
THEORETICAL STUDY

20
 THEORETICAL CONCEPT
CUSTOMERS PERCEPTION

Merchants aim to increase their sales by determining what drives their

customers' purchase decisions. Consumer perception theory attempts to explain
consumer behavior by analyzing motivations for buying or not buying particular
items. Three areas of consumer perception theory relate to consumer perception
theory: self perception, price perception and perception of a benefit to quality of
life.

Definition
Consumer perception applies the concept of sensory perception to
marketing and advertising. Just as sensory perception relates to how humans
perceive and process sensory stimuli through their five senses, consumer
perception pertains to how individuals form opinions about companies and the
merchandise they offer through the purchases they make. Merchants apply
consumer perception theory to determine how their customers perceive them.
They also use consumer perception theory to develop marketing and advertising
strategies intended to retain current customers and attract new ones.

Factors Affecting Consumer Perception

Although a consumer's perception of a product or service is at least
partially based on his actual experience with the good, a significant amount of
market research suggests that a consumer's view of a product is also conditioned
by a variety of other factors. From very concrete factors of price and quality to
less tangible factors such a consumer's view of the manufacturer's reputation,
experience with service and the quality of packaging and branding, a number of
complex and interrelated psychological factors determine a consumer's
perception of goods and services.
1. Price
Price has a complex effect on consumer perception. On the one
hand, consumers appreciate a bargain and are often likely to favor an

21
 economically-priced item. On the other, consumers often perceive very
inexpensive items as cheap and discardable, ultimately damaging a
consumer's view of a product even if the product remains the same and the
consumer is benefited from a price reduction. Especially sophisticated or
skeptical consumers are even prone to distrust a product that is
considerably cheaper than the alternatives. As a result, price should be part
of a comprehensive marketing plan, where even inexpensive products are
depicted as favorable alternatives with similar levels of quality to the
competition, with a price that is somewhat lower but still comparable with
other possibilities.
2. Quality
Of course, the actual quality of a product is a vital part of a
consumer's perception of a good or service. Quality can describe any
attribute in a set of characteristics that satisfy or disappoint a consumer,
including usability, reliability and durability. Marketing can influence a
consumer's perception of quality, but, in the end, and particularly with non-
durable goods, a consumer's actual experience with a product will
determine his perception of quality. Outside the realm of mass
communication, word of mouth regarding quality also travels very quickly.
3. Service Quality
Even in the case of goods that exhibit numerous flaws, excellent
service quality can often overshadow a negative experience with the
product itself. If a consumer feels that he receives exceptional attention
when encountering a problem with a product, that consumer is somewhat
more likely to trust the brand or product knowing that the manufacturer or
retailer provides a prompt and effective response to problems. Humans are
social animals and their consumer behavior is often determined by the
social relationships that surround a product, including interactions with
customer service representatives.
4. Packaging and Branding
Packaging and branding have a huge effect on consumer perceptions,
particularly at the point of purchase. Especially when a consumers are
purchasing a type of product for the first time, the way the product is
presented can wholly determine their perception of the item. Packaging

22
 and branding, of course, cover everything from the attractiveness and
display quality of an item to the attributes of a product the manufacturer
chooses to highlight. Depending on the type of product and market,
different branding messages from tough and reliable to fine and luxurious
can be appropriate and effective
5. Reputation
A product's reputation is built up over time and is usually a
combination of actual experience with the product, word-of-mouth
recommendations and marketing campaigns that attempt to establish a
status or shared view of the product or brand. A consumer's perception of a
product's reputation, moreover, is not only determined by the product's
brand identity and manufacturer but by the whole chain of distribution.
Even if a consumer trusts a product's manufacturer, for example, that
consumer may change his mind about the product upon seeing it available
in a retailer he associates with cheap, defective products.
6. Groups and Social Networks
Word-of-mouth influence and buzz marketing – Opinion leaders are
people within a reference group who exert social influence on others – Also
called influential's or leading adopters – Marketers identify them to use as
brand ambassadors. Online Social Networks are online communities where
people socialize or exchange information and opinions Include blogs, social
networking sites (facebook), virtual worlds (second life)
7. SOCIAL FACTOR
Family is the most important consumer-buying organization in
society. The groups, family, clubs, and organizations that a person belongs
to define his/her social role and status.

23
 As can be identified from this image is that every customers has their own
perception on the basis of their past and post experiences either related to the
product or services offered by the seller. These services and experiences highly
affects a customer's perspective towards a particular commodity.

24
CURRENT SCENARIO

Value + Benefit + Price these are some of the factors that also affects the
customers perception where customers combine these all factors and look for a
better product in comparison to that and which can be called as alternative
choices.

25
RESEARCH METHODOLOGY

26
RESEARCH METHODOLOGY

4.1 INTRODUCTION

This chapter deals with research design, research approach, research

strategy, methods of data collection, types and sources of data, sample size and
sampling method.

4.2 LOCATION OF THE STUDY

The location of the study is Pune, State Maharashtra. The shop is

located in Rasta Peth , Opposite power house, Pune 411011. Samarth Motors is a
well established business which deals with second hand/used bikes. The study
here is to know the perception of the customers towards second hand bikes and
moped especially Piaggio Vespa.

4.3 RESEARCH PURPOSE

The main purpose is to identify the causes of creation and

changes in perception of the customers toward second hand bikes for which the
study is conducted. There are three types of research design which are:-

1. Exploratory Research
2. Descriptive Research
3. Explanatory Research

1. Exploratory Research
Exploratory research is characterized by its flexibility. It is the
starting point of every research. The purpose of this research is to define
the problem in precise terms, gather information and identify most likely or
possible cause of the problem. When a problem is broad and not
specifically defined, this research design is used as a beginning step. Goal of

27
 this research design is to formulate problems more precisely, clarifying
concepts, gathering explanations, gaining insight, eliminating impractical
ideas and forming hypotheses.
2. Descriptive Research
Descriptive research is used to describe the present situation
or the characteristics of a group, community or users of a product. This
research design will portray an accurate profile of people, events or
situations.

3. Explanatory Research
. Explanatory research (Casual research) is to measure and
establish cause and effect relationship. It is important to show that one
variable has impact or determines the values of another variable.

4.4 RESEARCH APPROACH

Research questions are developed in this study. Research

strategies are designed and research questions are answered accordingly.
Two approaches or methods – quantitative and qualitative – were available
for this research. The choice of research approach naturally depends on the
defined research problems and the data needed for solving those
problems. The qualitative approach emphasizes on processes and meanings
that are not measured in terms of amount, quantity, intensity or frequency.
And quantitative researchers emphasize the measurement and analysis of
causal relationships between variables.

28
4.5 UNIVERSE AND SAMPLE SIZE

The sample size would be around 100 where all the approaching and
non approaching customers will be represented with the questionnaire and
the answer needs to be filled by the respectively. Here customers need not
be biased for any reason. he or she needs to be open minded. Sampling size
is huge where 100 no: of respondents needs to response which would
ultimately take more time then expectation.

4.6 SAMPLING METHOD

For such kind of study Simple Random Sampling method is suppose
to be used as all the approaching customers are random and may not be
specific to a class where market segmentation is required. This kind of
method responses represent itself with more accurate data and current
scenario of the thinking of the people and their current perception about
the product.

4.7 CLASSIFICATION OF RESPONDENTS

Here the respondents are the one who are willing to purchase or
came for an inquiry before actual purchase of the product is done. The
Respondents are required to be highly serious about their answers because
their ideas and thoughts will strictly affect the study of the subject matter.

29
 4.8 TYPES AND SOURCES OF DATA COLLECTION

Data collection:

1) Primary data:

The primary data will be collected by directly interacting with the

customers with the help of questionnaires. The primary data such as sales
figures willbe collected from the seller directly.

These data will be collect first hand where the customer will be directly
presented with the questionnaire and they are required to fill the
questionnaire truthfully.

2) Secondary data:

The secondary data will be procured from different seller's website of

second hand dealers such as OLX.com, Bikewale.com etc. The secondary
data will also begenerated from various automobile magazines, journals
etc.

These data will be collected from the dealers journals and from previous
customer review where their response toward the services are already
given and from market by doing a market analysis about the current
scenario which would give the actual knowledge about the status of the
market.

4.9 LIMITATION OF THE STUDY

30
1. TIME
Maximum effort at limited time period which is expected within the
span of one month. Time is the most important factor that affects a
study which need to be maintained or increase as per the
requirement.

2. CUSTOMERS
Some time customers behaves arrogant and their ignorance causes
massive miscalculation of the data that is supposed to be obtained.
Some times its hard to maintain customers relationship because they
are not at all interested for giving the answers.

3. JOB PROFILE
Apart from this study working with the organization and achieving
their daily target is also my responsibility and burden that needs to
be handled. Some times its hard to maintain good work profile with
respect of study that needs to be done without work getting
affected.

4. COST
Now all the pain of going to customers and providing them with the
questionnaire requires and additional cost which is not only affect
my time aspect but financial aspect as well. Cost is the most crucial
part of conducting any study.

31
INTERPRETATION OF DATA

32
Q.1: Which brand of two wheeler you were using before?

Basis No: of people Number of customers

responded Responded in percentage
Yamaha 10 10%
TVS 15 15%
Honda 40 40%
Hero 30 30%
Non of Above 5 5%

From the above table interpretation can be analyzed that out of 100
respondents 10% respondent liked brand Yamaha , 15% of the respondent
responded that they like TVS, 40% respondent responded with Honda, 30%
respondent said they like Hero and the remaining 5% of the respondent
responded none of the above.

45
40
40

35
30
30
Yamaha
25 TVS
Honda
20
Hero
15 Non of above
15
10
10
5
5

0
No: of Respondent previously owned brand of 2 wheeler

The above analysis shows that majority of the respondent choose Honda as
their previously owned vehicle because of the low maintenance and availability of
spare parts at cheaper rate as compared to other available brands. Vespa needs
to concentrate more on Maintenance and cheaper availability of quality spare
parts.

33
Q.2: What is your opinion on Italian company Piaggio?

Basis No: of customers No: of Respondents in

responded percentage
Excellent 20 20%
Good 25 25%
Satisfactory 30 30%
Poor 15 15%
Bad 10 10%

From the above table interpretation can be analyzed that out of 100
respondents,20% respondent says Excellent , 25% of the respondent responded
that its Good, 30% respondent responded with Satisfactory, 15% respondent said
that its poor and the remaining 10% of the respondent responded with Bad.

No: of Respondents Opinion about Italian Company

Piaggio
10%
20%
Excellent
Good
15%
Satisfactory
Poor
Bad

25%

30%

The above analysis shows that majority of people are satisfied with the
company named Piaggio and Some says its Excellent because of its on road
performance and even mileage consideration. Only one fourth of the respondent
are not even satisfied because of their unawareness about the product.

34
Q.3: What all thing you see while buying second hand bike or mopeds?

Basis No: of customers No: of Respondents in

responded percentage
Brand 20 20%
Colour 15 15%
Condition 25 25%
All of the above 38 38%
Non of the above 2 2%

From the above table interpretation can be analyzed that out of 100
respondents,20% respondent choose Brand , 15% of the respondent responded
that they liked Colour, 25% respondent responded with Condition, 38%
respondent said they look All of the Above factors and the remaining 2% of the
respondent responded with none of the above.

40% 38%

35%

30%
25%
25%
Brand
20% Colour
20%
Condition
15% All of the above
15% Non of the above

10%

5%
2%
0%
No: of Respondents kept in mind while buying second hand bike and moped

The above analysis shows that majority of the people take all the factors
into consideration like brand, colour, condition ,etc. which shows that the level of
Customers requirements while buying a second hand bikes or moped. Vespa
needs to concentrate more on such aspects to increase their second hand value.

35
Q.4: What is your opinion about Vespa?

Basis No: of customers No: of Respondents in

responded percentage
Excellent 30 30%
Good 25 25%
Satisfactory 20 20%
Poor 15 15%
Bad 10 10%
From the above table interpretation can be analyzed that out of 100
respondents, 30% respondent says its Excellent , 25% of the respondent
responded that its Good, 20% respondent responded with Satisfactory, 15%
respondent said its Poor and the remaining 10% of the respondent responded
with Bad.

No: of Respondents opinion about Vespa

10%

30%
Excellent
15%
Good
Satisfactory
Poor
Bad

20%

25%

The analysis shows that maximum no: of users says its excellent where as
only few are not satisfied with the performance and usage of Vespa. Vespa needs
to create its image in the market so as to change the perception of the customers
for better increase in the sales even in the used condition.

36
Q.5: Which Moped would you prefer the most?

Basis No: of customers Number of customers

responded Responded in percentage
Honda Activa 40 40%
Piaggio Vespa 15 15%
Suzuki Access 20 20%
TVS wego 15 15%
TVS Jupiter 10 10%

From the above table interpretation can be analyzed that out of 100
respondents, 40% respondent liked Honda Activa , 15% of the respondent
responded that they like Piaggio Vespa, 20% respondent responded with Suzuki
Access, 15% respondent said they like TVS Wego and the remaining 10% of the
respondent responded with TVS Jupiter.

45%
40%
40%

35%

30%
Honda Activa
25%
Piaggio Vespa
20% Suzuki Access
20%
TVS wego
15% 15% TVS jupiter
15%
10%
10%

5%

0%
No: of Respondents most preferred Moped

The analysis shows that maximum no: of customers like Honda Activa
because of its Stability and durability where they don’t face any major problem.
Vespa needs to concentrate on making its product more durable and more stable
even in the rough use

37
Q.6: What All thing you like in a moped for daily use?

Basis No: of customers Number of customers

responded Responded in percentage
Average 25 25%
Pick-Up 5 5%
Consistency 10 10%
Comfort 20 20%
All of the above 40 40%

From the above table interpretation can be analyzed that out of 100
respondents, 25% respondent said Average , 5% of the respondent responded
that they like Pick-Up, 10% respondent responded with Consistency, 20%
respondent said they like Comfort and the remaining 40% of the respondent
responded with All of the above.

45%
40%
40%

35%

30%
25% Average
25%
Pick-up
20% Consistency
20%
Comfort
All of the above
15%
10%
10%
5%
5%

0%
No: of Respondent liked in a Moped for Daily use

The above analysis shows that maximum no: of customers consider all the
factors above where the like average, pickup and consistency in their bike or
moped for daily use. Vespa needs to concentrate more on these three factors to
make its moped successful.

38
Q.7: Are you satisfied with the performance of your previously owned bike or
moped?

Basis No: of customers Number of customers

responded Responded in percentage
Yes 50 50%
No 40 40%
Don't know 10 10%

From the above table interpretation can be analyzed that out of 100
respondents, 50% respondent with Yes , 40% of the respondent responded with
No, And the remaining 10% of the respondent responded with Don’t know.

No: of Respondents Satisfied with the performance of

their previously owned Bike or Moped

10%

Yes
No
Don't know
50%

40%

The above analysis show that maximum no: of customers are satisfied with
their previously owned vehicle and the remaining are not. This shows the
competitive level of customers satisfaction in the market where customers are
not easily satisfied. Vespa needs to take customers satisfaction into
consideration.

39
Q.8: Are you satisfied with the service we are offering? If yes please rate?

Basis No: of customers Number of customers

responded Responded in percentage
5 30 30%
4 40 40%
3 10 10%
2 15 15%
1 5 5%

From the above table interpretation can be analyzed that out of 100
respondents, 30% respondent rate 5, 40% of the respondent responded rate 4,
10% respondent responded with 3, 15% respondent said 2 and the remaining 5%
of the respondent responded with 1.

45%
40%
40%

35%
30%
30%
5
25%
4
3
20%
2
15% 1
15%
10%
10%
5%
5%

0%
No: of Respondents satisfied with the services we are offering

The above analysis shows that maximum no: of customers has rated us
good for our services that we are offering and which means that Vespa market
condition is also dependent on the level of service that a seller could offer to their
customers.

40
FINDINGS

1. Maximum No: of people are unaware of the brand Piaggio according to my

research.

2. Peoples usually don't care about the Pricing strategy used to sell second
hand bikes and Moped.

3. Market Fluctuation leads to loss even for a best condition bikes and moped.

4. Vespa's marketing strategy is very weak.

5. Market condition of Pune in second hand two wheeler has dropped.

6. People want more by investing less.

7. Customers Usually opt for new rather then used bikes or moped.

8. Government Schemes are affecting customers Choice between new and

used.

9. Agents are causing change in the price of the used bike by at least increase
by 10%.

10.Maximum no: of customers remains unsatisfied by the performance of a

used bikes or moped.

41
CONCLUSION

1. Customers are highly unsatisfied even with a new condition bike and
moped, so what benefit would they get in used bikes and mopeds.

2. Agents usually act as a intermediaries which leads to customers ignorance

in their presence.

3. Higher Government transfer policies requirements does not meet by the

people.

4. Customers don't like Vespa As they are unaware of the brand Vespa due to
lack of ads and promotions.

5. Customers are highly motivated by the TV advertisements which changes

their perception about a particular commodity.

6. Lack of Information leads to customers ignorance.

7. Customer class change their judgments about the used bikes.

8. People Don't usually check the specs of a bike or moped.

9. Customers usually goes for the same bike as their relative has.

10. Customers usually goes for those bikes or moped which has shiny upper
body while they are unaware about inner conditions.

42
SUGGESTIONS

1. Piaggio Needs to increase their market awareness by creating more ads and
promotional events.

2. Customers needs to be well aware of the pricing strategy of the used bikes.

3. Market needs to be stabilized even in situation like recession and best

condition bikes and mopeds.

4. Vespa's marketing strategy needs to be well defined .

5. Market conditions needs to stabilized by creating better customers

attraction technique.

6. People needs to be satisfied from their owned vehicles.

7. Customers need to Understand the better things about a used bikes and
moped rather than just going for new once.

8. Government Schemes needs to be kept in mind before creating a marketing

strategy and pricing stage.

9. Agent interference needs to kept in control for customers sake and better
relationship with the customer need to be maintained.

10.Customers needs to opt for better control over their satisfactory level
where they need to understand the difference between old and new.

43
Reference:

1) Books:

A) The Consumer Mind: Brand Perception and the Implications for Marketers
- Pepe Martínez

B)Perception of Quality: What It Means to Your Bottom Line

- Baboo Kureemun

C)Brand Psychology: Consumer Perceptions, Corporate Reputations

- Jonathan Gabay

2) Reports and Papers:

A) www.bikewales.com for customer review report.

B) www.zigwheels.com for bike info report.

3) Websites:

A)Wikipedia website:
https://en.wikipedia.org/wiki/Perception

B) Credr Website at www.credr.com

C) www.Olx.com

D) www.slideshare.net

44
ANNEXURE

45
 QUESTIONNAIRE
"A study on Customers Perception towards Second Hand Bikes & Mopeds"

1. PERSONAL DETAILS

NAME :

AGE :

2. CUSTOMERS PERCEPTION AND PERFORMANCE

Q.1: Which brand of two wheeler you were using before?

Yamaha
TVS
Honda
Hero
None of above

Q.2: What is your opinion on Italian company Piaggio?

Excellent
Good
Satisfactory
Poor
Bad

Q.3: What all thing you see while buying second hand bike or mopeds?

Brand
Colour
Condition
All of the above
None

46
Q.4: What is your opinion about Vespa?

Excellent
Good
Satisfactory
Poor
Bad

Q.5: Which Moped would you prefer the most?

Honda Activa
Piaggio Vespa
Suziki Access
TVS Wego
TVS Jupiter

Q.6: What All thing you like in a moped for daily use?

Average
Pick-Up
Consistency
Comfort
All of the above

Q.7: Are you satisfied with the performance of your previously owned bike
or moped?

Yes
No
Don't Know

47
Q.8: Are you satisfied with the service we are offering? If yes please rate?

5
4
3
2
1

Q.9: Why did you choose this particular vehicle among all others?

Ans.

Q.10: Would you like to do future dealing with us? If No Please Specify?

Ans.

"THANK YOU FOR YOUR TIME AND SUPPORT"

48