An Analysis of Customer's Perception Towards Splendor Bikes and Services

An Analysis of Customer’s Perception
towards Splendor Bikes and Services.

Project Report Submitted to the Sadakathullah
Appa College (Autonomous) in partial fulfillment of the
requirements for the award of the degree of
BACHELOR OF COMMERCE
Submitted by
Sl.No. NAME REGISTER No.
1 Mohamed Rabeek M A 18sco31
2 BalaSubramanian E 18sco47
3 James Vasanthan M 18sco50
4 Mohamed Yaseen H 18sco59
5 Suresh M 18sco65
Under the guidance of
P. AMRA MARIYAM
M.Com., M.Phil.,PGDCAB., SET., NET.

Assistant Professor,
DEPARTMENT OF COMMERCE -UNAIDED

SADAKATHULLAH APPA COLLEGE
(AUTONOMOUS)
Reaccredited by NAAC & ISO 9001:2015 Certified Institution
1
TIRUNELVELI – 627 011
November – 2020
Sadakathullah Appa College
(Autonomous)
Rahmath Nagar, Tirunelveli – 627 011
DEPARTMENT OF COMMERCE (Unaided)
CERTIFICATE
Certified that the field work with the title “An Analysis of Customer’s
Perception towards Splendor Bikes and Services” is a work done by the third
year B.Com.
Students candidates
S. No. Name Register
No.
1 M A. MOHAMED RABEEK 18SCO31
2 E. BALASUBRAMANIAN 18SCO47
3 M. JAMES VASANTHAN 18SCO50
4 H. MOHAMED YASEEN 18SCO59
5 M. SURESH 18SCO65
2
submitted to the Sadakathullah Appa College (Autonomous),
Tirunelveli – 627011 affiliated to Manonmaniam Sundaranar University for
the academic Year 2020-2021 under my guidance in part fulfillment of their
B.Com. Degree. I also certify that either whole or part of this fieldwork has not
been submitted elsewhere for any other Degree.
Head of the Department GUIDE
Dr. A.Jesuraj
(Mrs. P. Amra Mariyam)
Examiners
1.
2.
Class: III B.Com (A)
Sadakathullah Appa College (Autonomous),
Tirunelveli – 627 011
3
DECLARATION BY THE CANDIDATES
We hereby declare that, the fieldwork titled as, “An Analysis of
Customer’s Perception towards Splendor Bikes and Services.” for the
B.Com., Degree is our original work done under the guidance of Prof. Mrs. P.
Amra Mariyam, M.Com. ,M.Phil., SET., NET., Assistant Professor,
Department of
Commerce, Sadakathullah Appa College (Autonomous), Tirunelveli-627 011.
This field work is our own research work and either the whole or a part of this
work has not been submitted elsewhere for any other Degree.
Place: Tirunelveli – 11 Date:

S.No. Name Register No. Signatu
re
1 M.A. MOHAMED RABEEK 18SCO31
2 E. BALASUBRAMANIAN 18SCO47
3 M. JAMES VASANTHAN 18SCO50
4 H. MOHAMED YASEEN 18SCO59
5 M. SURESH 18SCO65
Forwarded
Countersigned
4
ACKNOWLEDGEMENTS
We praise and thank the ALMIGHTY for showering the might and
knowledge on us to complete our fieldwork in time without any difficulties.
We owe a deep sense of gratitude to Alhaj T.E.S. FATHU RABBANI,
the Secretary, Sadakathullah Appa College,
Tirunelveli, for giving us to do our B.Com. Degree in this College and
undertake our research work. We offer our sincere thanks to
Dr. M. MOHAMED SATHIK, M.Sc., M.Phil., M.Tech.,
M.B.A., M.Sc., PGDCA., Ph.D., our Principal, for his constant encouragement
in research endeavours.
We express our sincere thanks to Dr. S.M.A. SYED MOHAMED

KHAJA, M.Com., M.Phil., Ph.D., MBA, B.Ed., PGDCA, SET, Vice Principal
of Unaided Courses and Head of the Department, Sadakathullah Appa College
(Autonomous), Rahmath nagar, Tirunelveli, for his encouragement and
valuable supports.
Our grateful thanks to our Guide, Prof. Mrs. J. Amra Mariyam
M.Com., M.Phil., SET., NET., Assistant Professor, Department of Commerce.
We feel great pleasure in expressing our deep sense of gratitude and
indebtedness to her for her inspiring and scholarly guidance rendered to us at
every stage of our study, right from the selection of the topic to the completion
of this work.
We also thank our faculty members of our Department Dr. A.

5
Jesuraj, M.Com., M.Phil., M.B.A., Ph.D., NET., Head of the Department of
Commerce.
Prof. K. Sindha Madhar, M.Com., M.Phil., and Prof. J. Asaniya Fathima.,
M.Com., M.Phil., for their valuable suggestions in our study.
We also express our thanks to Mr. John Christopher, and CA
S.Balasubramaniam, B.Com., FCA, for their motivation in doing this field
work.
Our hearty thanks are due to our parents, family members, friends and
well-wishers for the support extended throughout the period of our research.
M.A. MOHAMED RABEEK
E. BALASUBRAMANIAN
M. JAMES VASANTHAN
H. MOHAMED YASEEN
M. SURESH
6
TABLE OF CONTENTS
CHAPTER NAME OF THE CHAPTER PAGE NO
I INTRODUCTION 1-5
II INDUSTRY PTOFILE 7-21
III COMPANY PROFILE 22-43
IV DATA ANAYSIS & 45-94

INTERPERTATION
V FINDING SUGGESTION 96-100

AND CONCLUSION
BIBLIOGRAPHY
ANNEXURES
7
LIST OF TABLES
S.NO TITLE PAGE NO

4.1 AGE WISE CLASSIFICATION OF THE 45
RESPONDENTS
4.2 GENDER WISE CLASSIFICATION OF THE 48
RESPONDENTS
4.3 QUALIFICATION WISE CLASSIFICATION 50
OF THE RESPONDENTS
4.4 OCCUPATION WISE CLASSIFICATION OF 52
THE RESPONDENTS
4.5 INCOME WISE CLASSIFICATION OF THE 54
RESPONDENTS
4.6 RESPONDENTS OF KNOWLEDGE ABOUT 56
SPLENDOR
4.7 SOME OF INFORMATION ABOUT 58

SPLENDOR BIKES
4.8 FIRST TIME USERS OF SPLENDOR BIKES 60

4.9 MODE OF PAYMENT WISE 62
CLASSIFICATION OF THE RESPONDENTS
4.10 RESPONDENTS CLASSIFICATION BY 64

DURATION OF HAVE SPLENDOR BIKE
4.11 SATISFACTION LEVEL TOWARDS 66

PRICE OF SPLENDOR.
4.12 68
4.13 CLASSFICATION BASED ON 71
PROMOTIONAL OFFER
4.14 OPINION BASED ON BIKE 73

PERFORMANCE IN OFF ROAD
4.15 MILEAGE 75
4.16 RESPONDENTS OPINION ABOUT 77

SPLENDOR BIKES
4.17 OPINION ON PROBLEM IN SPLENDOR 79
BIKE
8
4.18 CONVENIENT DISTANCE OF THE 80
SERVICE STATION
4.19 OPINION ON SPLENDOR SERVICE 82

STATIION
4.20 RESPONDENTS CLASSIFIED BY 84

DISTANCE OF THEIR SERVICE
STATION
4.21 RESPONDENTS CLASSIFI BY 86

BEHAVIOUR OF THE EMPLOYEES AND
STAFFS AT SERVICE STATION
4.22 BIKE ADVISOR READINESS TO LISTEN 87

TO COMPLAINTS
4.23 POSSESING BIKE INSURANCE 88
4.24 CLASSIFICATION BASED ON 90
INSURANCE CLAIMED OR NOT
9
LIST OF CHARTS
S.NO TITLE PAGE NO

4.1 AGE OF RESPONDENTS 47
4.2 GENDER OF THE RESPONDENTS 49
4.3 EDUCATION OF THE RESPONDENTS 51
4.4 OCCUPATIONAL STATUS 53
4.5 INCOME LEVEL OF RESPONDENTS 55
4.6 RESPONDENTS KNOWLEDGE ABOUT 57
SPLENDOR
4.7 SOME OF INFORMATION ABOUT 59

SPLENDOR BIKES
4.8 FIRST TIME USERS OF SPLENDOR BIKES 61

4.9 MODE OF PAYMENT OF RESPONDENTS 63
4.10 RESPONDENTS CLASSIFICATION BY 65

DURATION OF HAVE SPLENDOR BIKE
4.11 RESPONDENTS CLASSIFIED BY PRICE 67

OPINION
4.12 FEATURES INFLUENCE OF PURCHASE 70

SPLENDOR BIKE
4.13 ATTRACTION FROM SPLENDOR BIKES 72
4.14 OPINION BASED ON BIKE 74

PERFORMANCE IN OFF ROAD
4.15 MILEAGE OF RESPONDENTS 76
4.16 RESPONDENTS OPINION ABOUT 78

SPLENDOR BIKES
4.17 CONVENIENT DISTANCE OF THE 81
SERVICE STATION
4.18 OPINION ON SPLENDOR SERVICE 83

STATIION
4.19 RESPONDENTS CLASSIFIED BY 85

10
DISTANCE OF THEIR SERVICE
STATION
4.20 POSSESING BIKE INSURANCE 89
11
CHAPTER 1
12
1.1INTRODUCTION TO THE PROJECT
The project is all about measuring the customer satisfaction in Hero Splendor.
For the past few years every company is trying to satisfy its customers. The
emphasisis on ways of retaining customers, then on attracting new customers. It
is easy to attract new customers then to retain old customers. So, companies are
trying to focus on this aspect of customer‘s satisfaction.
The sale of a product does not end with the sale transaction but it is the point at
which the original marketing concept starts. The marketer has to see that
whether the customer satisfied with that particular product/service or not. The
post purchase behavior is important for a marketer. If there is any cognitive
dissonance in the minds of the customers then that is enough to lose a customer.
Keeping this in mind the companies are giving more importance to customer
satisfaction.
This project work has been done to find out whether a customer is satisfied or
dissatisfied, also to measure the level of the customer satisfaction and provide
this feedback to the company. The first phase of the project involves the
collection of information from the customers for interpreting the characteristics
based on which the customer feels satisfied or dissatisfied. This information is
collected by preparing a structured questionnaire. The questionnaire consists of
both open-ended and closed-ended questions. The questionnaire is designed in
such a way that a customer feels convenient to answer.
13
The collated information through the questionnaire is analyzed and presented in
a statistical form. The findings are listed and suggestions to solve problems
faced have been given in the suggestion part.
1.2 OBJECTIVES
This study was conducted keeping the following objectives in mind.
 To study the factors which influence the purchase of Hero Splendor.
 To know the customer awareness towards Hero Splendor.
 To know the various factors, which influence customers in purchasing,
Splendor bikes.
 To know the customer level of satisfaction of Hero Splendor with respect

to Hero Splendor.
1.3 SCOPE F THE STUDY
 This study helps the organizations to increase their service and
product quality and in turn increase the market share, top and
bottom line of the company.
1.5 NEED FOR THE STUDY
Marketing starts with identifying the needs of customers and ends in satisfying
those wants. The goal of marketing is to attract new customers by promising
14
superior value and to keep current customers by delivering satisfaction based on
their preferences retaining them.
Without customer, no market exists. As the customers are regarded as the
superiors in today‘s market, the level of satisfaction and their preferences
should be keenly studied.
The two-wheeler industry has been expanding rapidly. Gone are the days when
possessing a two-wheeler was seen as a luxury. Now days, it is viewed as a
mere necessity.
Prior, sale of two-wheelers was mainly confined to urban areas but lately in
rural areas the bicycles are being replaced by power driven two-wheelers such
as scooters, motorcycles.
Not only this, this industry has also customers ranging from all demographic
segments. It has been common sights that even school going children are
driving two-wheelers. The women customers are also increasing due to
increase in women literacy and employment.
Getting a new customer is difficult, than retaining a current customer is a more
difficult one and not only that it is estimated that the cost of attracting a new
customer is five times the cost of retaining current customer. It requires a great
deal of effort to induce satisfied customer to switch away from their current
15
preference. Thus, customer satisfaction is been given top priority in today‘s
competitive world.
Therefore, keeping the above stated objective in mind, this study was conducted
to ascertain the customer‘s satisfaction towards Hero two-wheelers in Hero
MotoCorp Ltd. In view of this, a detailed study of customer preferences, levels
of satisfaction and their complaints and suggestions was undertaken.
1.5 METHODOLOGY OF THE STUDY
The information required for this study obtained was basically through two
sources.
1.5.1 Primary Data:
Primary Data has been gathered by a survey through a structured questionnaire.
The Data has been collected from 50 customers, through questionnaires, by
using simple random sampling. In addition interaction with the staff of Hero
MotoCorp Ltd has also given some information.
1.5.2 Secondary Data:
Secondary Data comprises of information obtained from annual reports,
brochures, manuals websites etc.
16
1.4 LIMITATIONS
I have observed the following limitations in the course of my study.
 The areas which were selected were limited only to Tirunelveli,

Palayamkottai i.e., the findings are regional and do not represent the state or
country.
 Time constraints hampered the study.
 Since the study involved in gathering information was from upper to

higher-middle class people, interaction with them became difficult.
 There may be respondent‘s bias.
 Even though utmost care has been taken in conducting the survey, the
findings may sometimes differ from the population.
 The study is conducted of academic nature
 The split happened 1 year before, the study not giving the long run result
of Hero Splendor Bikes
17
CHAPTER 2
18
2.1 INDUSTRY PROFILE
The Indian two-wheeler contributes the largest volume amongst all the
segments in automobile industry. Though the segment can be broadly
categorized into 3 sub-segments viz. scooters, motorcycles and
mopeds; some categories introduced in the market are a combination of
two or more segments e.g. scooters and step-thru. The market
primarily comprises five players in the two-wheelers segment with the
most of the companies having foreign collaboration with well-known
Japanese firms earlier. But most of the companies are now planning
100% subsidiaries in India. and growth anticipated is higher than the
16 percent achieved in the past 10 years
The automobiles sector is divided into four segments-two
wheelers(mopeds, scooters, motorcycles, electric two-wheelers),
passenger vehicles (passenger cars, utility vehicles, multipurpose
vehicles), commercial vehicles (light and medium-heavy vehicles), and
three wheelers (passenger carriers and good carriers).
The industry is one of the key drivers of economic growth of the
nation. Since the globalization of the sector in 1991 and the subsequent
opening up of 100 percent FDI through automatic route, Indian
automobile sector has come a long way. Today, almost every global
auto major has set up facilities in the country.
19
The world standings for the Indian automobile sector, as per the
Confederation of Indian Industry, are as follows:
 Largest three-wheeler market
 Second largest tow-wheeler market
 Tenth largest passenger car market
 Fourth largest tractor market
 Fifth largest commercial vehicle market
 Fifth largest bus and truck segment
The sector has shown a sluggish growth of 12 percent in 2012. The
trend is likely to stay with a 10 percent growth outlined for 2013 citing
high ownership costs (fuel costs, cost of registration, excise duty, road
tax) and slow rural income growth. Solid but cautious growth is
expected over the next few years. However, from a long-term
perspective, rising incomes, improved affordability and untapped
markets present promising opportunities for automobile manufactures
in India. According to Macquarie equities research, sale of passenger
vehicles is expected to double in the next four years
2.2 Two Wheeler& its role in Indian Context:
As the cities grow & suburbs expand, transportation needs becoming more &
more
20
acute, with mounting pressure on its public transportation for which
two wheelers are ideal.
The two-wheeler Industry today has a significant role in the Indian
economy, with an annual turnover of Rs. 9000 crores and compounded
average growth of 10%. In recent years, it is of the few industrial
sectors in the growth phase today considers personal transportation as
one of the basic needs.
The two-wheeler industry basically comprises mopeds, scooters,
scooters and motorcycles. Mopeds are basic entry-level products
aimed at lower/middle income groups, offering company. This
category dominated by TVS SUZUKI, which has a market share of
50% today. The other major players in this segment include KINETIC
ENGG., HERO MOTORS and BAJAJ AUTO.
Scooters, which found largest segment in the industry (37 percent) is
dominated by BAJAJ AUTO. It is however facing stiff competition
from LML, which offers better style and technology to the Indian
customers. However, dominance of this category has been declining
because of shift in the customer preferences.
Major part of the growth in the two-wheeler industry has come from motorcycle
especially, the Indo-Japanese 100cc motorcycles, which are considered,
fuel efficient, reliable and suited for rough roads.
21
Scooters also growing at a fast phase and are being increasingly
perceived as a better option providing convenience and motor style, by
urban customers. In this category, TVS Scooty holds a dominant
market share.
With sales of over three million vehicles, India is the second largest
two-wheeler market in the world. Vehicle has become a necessity for
day-to-day busy life, with the accelerated industrial and business
activity in a liberalized environment. However, given the limited
purchasing power and to high cost of cars, majority of the middle class
vehicle users prefer two wheelers.
With sales of over million vehicles, India is the second largest two-
wheelers market in the world. China is the market leader with around
51 percent of the Asia Market, India, Thailand; Indonesia & Taiwan
are the other key markets for two-wheelers with market share of 19
percent, 10 percent, 9 percent and 5 percent respectively.
In the last four to five years, the two-wheeler market has witnessed a
market shift towards motorcycles at the expense of scooters. In the
rural areas, consumers have come to prefer sturdier bikes to withstand
the bad road conditions. In the process the share of motorcycle
segment has grown from 48% to 58%, the share of scooters declined
drastically from 33% to 25%, while that of mopeds declined by 2%
22
from 19% to 17% during the year 2001. The Euro emission norms
effective from April 2000 led to the existing players in the twostroke
segment to install catalytic converters. 4-stroke motorcycles are now
replacing all the new models. Excise duty on motorcycles has been
reduced from 32% to 24%, resulting in price reduction, which has
aided in propelling the demand for motorcycles. Fierce competition
has also forced players to cut prices of certain models.
Competition has intensified over the last couple of years altering the
dynamics in the motorcycle segment with various companies planning
to cash in on this spurt in demand by calling off their JVs like Suzuki
Motors planning to break off with TVS. Recently, Honda Corporation
of Japan announced its intentions to set up a 100% subsidiary to
manufacture scooters and motorcycles. Other players in the two-
wheeler industry include Bajaj Auto Ltd., Kinetic Motor Co.Ltd. LML
and Escorts Yamaha. Low interest regime has helped in reducing cost
of loans, which will help in boosting sales of 2-wheelers, since 80% of
the two-wheelers are credit –stimulated.
The two-wheeler industry is passing through a critical but
interesting phase. For many years, it was growing continuously but the
turning point came in 1996=97 when it started slowing down. The
impact was really (MI) felt in the next year when the overall growth
23
was hardly two percent. This was also possible only because the
motorcycle segment showed a healthy growth of 15 percent. The
scooter segment went down by 3 percent and mopeds by 6 percent.
Another highlight is that the motorcycle sales have surpassed the
scooter sales for the first time in 1998-99. Until then, motorcycle sales
were always trailing behind.
The net result is that motorcycles now account for 41 percent of the
two-wheeler market, while scooters account for 36 percent. Mopeds
have been able to hold their own at about 21 percent.
2.3 GROWTH OF MOTORCYCLES
It is therefore not surprising that every major player is trying to get into
the Motorcycle market to have a piece of the cake.
Hero MotoCorp Ltd is indisputable the leader with 38 percent share
followed by Bajaj with 27 percent (includes M-80), TVS at 19 percent
and Escorts at 13 percent. Now LML and Kinetic have announced their
plans to manufacture motorcycles, which are likely to come in the
market by next year. The battle is expected to be fierce but the
consumer will be the greater beneficiary.
24
The growth in motorcycles is slowly losing its hold. It is considered a
family vehicle but perhaps there is competition from the second hand
car markets where prices have fallen down rapidly. A1992 Maruti 800
is now available for just 70,000.
The scooter manufactures have to watch this phenomenon and bring our many
new
product variants in the right price slots to sustain their shares in the
market. The moped market has been steady with an average growth of
3 percent. It is dominated by TVS which holds 48 percent market share
followed by Kinetic and Majestic Auto at 23 percent and 18 percent
respectively.
In each segment, there is a wide gap between the first two contenders,
which makes their products positioning and marketing strategies most
interesting. The two wheelers market seems to be maturing. There are
the usual their conventional segment of scooters, mopeds and
motorcycles. Two new segments are being created.
2.4 NEW SEGMENTS
A Step is through segment like Kinetic K4-100, Honda Street, Bajaj M-
80, which is quite close to the motorcycle segment. The other segment
is scooterettes or mini scooters in which vehicles such as Kinetic
25
SX/Style, TVS Scooty, Hero Winner, Bajaaj Sunny/Sprite/Safire and
LML trendy can be considered. These are vehicles under 75 cc and
largely targeted at the youth market such as college students, young
boys and girls and new couples. They get the advantage of lower excise
duty at 16 percent as compared to 24 percent applicable over 75 cc.
The trend is towards push button start vehicles.
Among the majors in the two-wheeler industry, first quarter figure for
the current year of some players has been encouraging. The company
sold 313,303 units last month as compared to 325,360 units in the same
month last year. With this, BAL has recorded as 87 percent growth in
the motorcycle segment in the first quarter with sales of 130,577 units
(93,631 units in the corresponding period last year) BAL estimates
market share of the first quarter-Geared scooters 75.9%, unguarded
scooters- 16.5%, Step-thrus-72.3% and motorcycle-20.5%.
In the scooters segment, sales of Bajaj Sunny and Bajaj Spirit increased
by 170 percent to 7,876 units. First quarter sales registered an
impressive 78 percent growth with sales of 19,562 (10,995 units). The
overall sales grew by 9.3 percent in the quarter when the company sold
3.24 lakh vehicles.
26
BAL however reported a decline in sales of scooters by 15.6 percent in
the first quarter. The company hopes to increase the share of
motorcycle in its product basket from 18 percent last year to 30 percent
by 2003-04.
Hero MotoCorp Ltd enjoys tremendous brand equity in the motorcycle

segment.
Kinetic Motors, another important player, managed to grow in 1999-
2000, when the scooters segments a whole slipped by around 5 percent.
TVS Suzuki, a motor two-wheeler market, has reported a growth of 13
percent in the first quarter period and sold 2.19 lakh units. Sales of
motorcycles and scooters were up by 18 percent and that of mopeds by
8 percent over the same period last year.
The current year therefore promises to be a testing time for the two-
wheeler industry. Industry pundits feel that an overall growth rate of 5
percent should be possible as against 9 percent projected earlier. The
sales volume therefore is expected to be around 3.8 million in 2000-
2001.
27
2.5 DRAMATIC CHANGES:
Hero MotoCorp is now world‘s largest manufacturer of two-wheelers.
The company has benefited from the demand shift to motorcycles, as it
focuses solely on this product segment (although has a product called
Pleasure in Scooter segment). With fuel efficiency and riding comfort
as the main selling points, HMC has been able to address a wide
market and post robust sales growth even after its separation from the
Japanese major Honda.
The coming years will see increasing competition due to the parity in
products and price. The only differentiators will be technology, quality,
product range and service. Imaginative marketing will emphasize
relationship building, customer satisfaction and relationship. All is
exploring new techniques such as direct marketing and institutional
sales. Some of them are taking the vehicle actually to the customer‘s
doorstep. Now the customer is the king.
2.6 HISTORICAL DEVELOPMENT OF TWO WHEELER INDUSTRY
India is the second largest manufacturer and producer of two-wheelers
in the world. It stands next to Japan and China in terms of the number
of two-wheelers produced and domestic sales respectively. This
distinction was achieved due to variety of reasons as if respective
policy followed by the Government of India towards the passenger car

28
industry, rising demand for personal transport, inefficiency in the
public transportation system etc.,
In Indian two-wheeler, industry made a small beginning in the early

50s when
Automobile Products of India (API) started manufacturing scooters in
the country. Until 1958, API and Enfield were the sole producers.
In 1948, Bajaj Auto began trading in imported Vespa scooters and
three wheelers. Finally, in 1980, it setup a shop to manufacture them in
technical collaboration with Piaggio of Italy. The agreement expired in
1971.
In the initial stages, API it was later overtaken by Bajaj Auto
dominating the scooter segment. Although various Government and
Private enterprises entered the fray for scooters, the only new player
that has lasted until today is LML.
Under the regulated regime, foreign companies were not allowed to
operate in India. It was a complete seller market with the waiting
period for getting a scooter from Bajaj Auto being as high as 12 years.
The motorcycles segment was no different, with only three
manufacturers via Enfield, Ideal Jawa and Escorts. While Enfield bullet
was a four-stroke bike, Jawa and the Rajdoot were two-stroke bikes.
29
Enfield 350cc bikes and Escorts 175cc bike initially dominated the
motorcycle segment.
The two-wheeler market was opened to foreign competition in the mid
80‘s. And then the market leaders-E5corts and Enfield- were caught
unaware by the onslaught of the 100 cc bikes of the four IndoJapanese
joint ventures. With the availability of fuel-efficiency low power bikes,
demand swelled resulting in Hero Honda — the only producer of four-
stroke bikes (100cc category), gaining a top slot.
The first Japanese motorcycles were introduced in the early

eighties. TYS Suzuki and
Hero Honda brought in the first two-stroke and four-stroke engine
motorcycles respectively. These two players initially started with
assembly of CKD kits, and later on progressed to indigenous
manufacturing. In the 90‘s the major growth for motorcycle segment
was brought inby Japanese motorcycles, which grew at a rate Of nearly
25% CAGR in the last five years.
The industry had a smooth ride in the 50‘s, 60‘s and70‘s when the
government prohibited new entries and strictly controlled capacity
expansion. The industry saw a sudden growth in the 80‘s. The industry
witnessed a steady growth of 14% leading to a peak volume of 1.9mm
vehicles in 1990.
30
The entry of Kinetic Honda in mid-eighties with a variometric
scooter helped in providing ease of use to the scooter owners. This
helped in inducing youngsters and working women towards buying
scooters, who were earlier inclined towards moped purchases. In line
with this, the scooter segment has consistently lost its part of the
market share in the two~whee1er market.
In 1990, the entire automobile industry saw a drastic fall in
demand. This resulted in a decline of 15% in 1991 and 8% in1992,
resulting in the production loss of 0.4mn vehicles. Barring Hero
Honda, all the major producers suffered from recession in FY93 and
FY94. Hero
Honda showed a marginal decline in 1992.
The reasons for recession in the sector were the incessant rise in
fuel price, high input costs and reduced purchasing power due to
significant rise in general price level and credit crunch in consumer
financing. Factors as if increased production in 1992, due to new
entrants coupled with the recession in the industry resulted in either
company reporting losses or fail in profits.India is one of the very few
countries manufacturing three wheelers in the world. It is the world‘s
largest manufacturer and seller of three wheelers. Bajaj Auto
commands a monopoly in the domestic market with a market share of
31
above 80%; Bajaj Tempo, Greaves Ltd and Scooters in India share the
rest.
The total number of registered two-wheelers and three-wheelers
on road in India, as on March 1998 was 27.9nm and 1 .7nin
respectively. The two-wheeler population has almost doubled in 1996
from a base of 12.6mn in 1990.
2.7 PENETRATION OF TWO-WHEELERS:
On a base of around 28mn vehicles on Indian roads and around
175mn households, there were only 160 motorized two-wheelers per
thousand households in FY98. This compares poorly with countries
like Thailand where it is around 600 per thousand households. Also
with a household size of 5.5 persons and more than one wage earner in
about 60% of the households, the potential for a second vehicle
demand is also good.
The number of households in the low-income group has fallen
since FY86 and has been more pronounced in the post-reform period.
On the other hand, the number of households in the middle, upper
middle and high-income groups that form the consumer base for
twowheelers, have increased. Their share of the total number of
households has increased from 10.6% in FY88 to 20.5% inFY96. This
rising income profile however, has, been more pronounced in the urban
32
areas as average annual growth in industry surpassed that of agriculture
in the period FY93 to FY96.
33
CHAPTER 3
34
3.1 COMPANY PROFILE
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.
HeroMotoCorp is now world‘s largest manufacturer of two-wheelers.
The company has benefited from the demand shift to motorcycles, as it
focuses solely on this product segment (although has a product called
Pleasure in Scooter segment). With fuel efficiency and riding comfort
as the main selling points, HMC has been able to address a wide
market and post robust sales growth even after its separation from the
Japanese major Honda.
3.2 VISION
The story began with a simple vision – the vision of a mobile and an
empowered India, powered by its bikes. Hero MotoCorp Ltd.,
company‘s new identity, reflects its commitment towards providing
35
world class mobility solutions with renewed focus on expanding
company‘s footprint in the global arena.
3.3 MISSION
Hero MotoCorp's mission is to become a global enterprise fulfilling its
customers' needs and aspirations for mobility, setting benchmarks in
technology, styling and quality so that it converts its customers into its
brand advocates. The company will provide an engaging environment
for its people to perform to their true potential. It will continue its focus
on value creation and enduring relationships with its partners.
3.4 STRATEGY
Hero MotoCorp's key strategies are to build a robust product portfolio
across categories, explore growth opportunities globally, continuously
improve its operational efficiency, aggressively expand its reach to
customers, continue to invest in brand building activities and ensure
customer and shareholder delight.
3.5 MANUFACTURING
Hero MotoCorp two wheelers are manufactured across three globally
benchmarked manufacturing facilities. Two of these are based at
Gurgaon and Dharuhera which are located in the state of Haryana in
northern India. The third and the latest manufacturing plant are based
at Haridwar, in the hill state of Uttrakhand.
36
3.6 TECHNOLOGY
In the 1980's the Company pioneered the introduction of fuel-efficient,
environment friendly four-stroke motorcycles in the country. It became
the first company to launch the Fuel Injection (FI) technology in Indian
motorcycles, with the launch of the Glamour FI in June 2006.
Its plants use world class equipment and processes and have become a
benchmark in leanness and productivity.
Hero MotoCorp, in its endeavor to remain a pioneer in technology, will
continue to innovate and develop cutting edge products and processes
3.7 DISTRIBUTION
The Company's growth in the two wheeler market in India is the result
of an intrinsic ability to increase reach in new geographies and growth
markets. Hero MotoCorp's extensive sales and service network now
spans over to 5000 customer touch points. These comprise a mix of
authorized dealerships, service & spare parts outlets and dealer-
appointed outlets across the country.
3.8 Supply chain management
As the Company prepares to produce a wider range of products, efforts
are being taken to align the supply chain and prime up its supplier base.
During the year, the Company kick-started the process of migrating its
37
existing brands to the new brand. The exercise is expected to be
completed during 2012-13.
During the year, the Company also commenced the process of working
with its vendors to develop new parts. The Company‘s Supply Chain
Management function is built on three planks:
Cost
Quality
Sustainability
Tracking inventory cost effectively and efficiently is known to be a key
source of competitive advantage in the automobile industry. Hence, it
comes as no surprise that cost leadership is the Company‘s prime focus
area. Continual pressure on margins forced the Company and its supply
chain partners to find innovative and alternate ways to combat
inflation. Considerable attention was given to managing component
inventory in the system, with double-digit growth in inventory
turnover. To align HR processes with the supply chain, top two HR
consulting firms in India are working with supply chain partners. The
exercise is aimed at improving robustness of people processes and
resulting in a direct impact on quality, cost, productivity, delivery and
reliability. The move will enable supply chain partners move to the
next orbit of operational excellence. The Company initiated more than
38
30 quality improvement projects with supply chain partners to provide
better quality products to customers.
3.9 BRAND
The new Hero is rising and is poised to shine on the global arena.
Company's new identity "Hero MotoCorp Ltd." is truly reflective of its
vision to strengthen focus on mobility and technology and creating
global footprint. Building and promoting new brand identity will be
central to all its initiatives, utilizing every opportunity and leveraging
its strong presence across sports, entertainment and ground- level
activation.
3.10 Directors
Founder Director and Chairman : Dr. BrijmohanLall Munjal
Managing Director and CEO : Mr. Pawan Munjal .
39
3.11 Board of Directors
Name Designation
Mr.PawanMunjal Chairman&M.D&CEO
Mr.Vikram S Kasbekar Executive Director - Operations
Prof.Jagmohan Singh Raju Ind.Non-ExecutiveDirector
Mr.MDamodaran Ind. Non-Executive Director
Mr.PaulEdgerley Ind. Non-Executive Director
Mr.Birender Singh Dhanoa Independent Director
Ms.TinaTrikha Independent Director
Mr.Suman Kant Munjal Non Executive Director
Mr.PradeepDinodia Non Executive Director
Dr. BrijmohanLall Munjal

Mr. Munjal is the founder Director and Chairman of the Company and the
$3.2 billion Hero Group. He is the Past President of Confederation of Indian

Industry (CII),
Society of Indian Automobile Manufacturers (SIAM) and was a
Member of the Board of the Country's Central Bank (Reserve Bank
of India). In recognition of his contribution to industry, Mr. Munjal
40
was conferred the Padma Bhushan Award by the Union
Government Corporate Governance
At Hero MotoCorp, it is the firm‘s belief that the essence of Corporate
Governance lies in the phrase ''Your Company''. It is ''Your'' Company
because it belongs to you - the shareholders. The Chairman and
Directors are ''Your'' fiduciaries and trustees. Their objective is to take
the business forward in such a way that it maximizes ''Your'' long-term
value.
This Company is committed to benchmarking itself with global
standards for providing good Corporate Governance. It has put in
place an effective Corporate Governance System which ensures that
the provisions of Clause 49 of the Listing Agreement are duly
complied with.
The Board has also evolved and adopted a Code of Conduct based on
the principles of Good Corporate Governance and best management
practices being followed globally.
41
Hero MotoCorp Ltd. Company Profile, Address and Other Details
Industry Name Auto - 2 & 3 Wheelers
Business Group Name Hero Group
Incorporation Date 1984-01-19 00:00:00
ISIN Code INE158A01026
Address Descriptor R & D Centre

Centre of Innovation & Technology, SPL-1, RIICO
Address
Industrial Area, Kukas, Phase-II, NH-11C,
City Jaipur
State Rajasthan
Country India
Pincode 302028
Telephone 643000
Address Descriptor Registered & Corporate Office

The Grand Plaza, Plot No. 2, Nelson Mandela Road,
Address
Vasant Kunj - Phase-II,
City New Delhi
State Delhi
Country India
Pincode 110070
Telephone 46044220
Fax 46044399
Email Customercare@heromotocorp.com
Website Http://www.heromotocorp.com
Hero MotoCorp Ltd.
42
34, Community Centre, Basant Lok, Vasant Vihar, New Delhi -
110057, India.
Tel: +91-11-26142451, 26144121
Fax: +91-11-26143321, 26143198
Zonal Offices
East Zone
Hero MotoCorp Ltd
3F, Neelamber Building, 28B, Shakespeare Sarani, Third Floor,

Kolkata - 700017, India.
Tel: +91-33-22810926 22810927, 22808922, 22811185
Fax: +91-33-22808923
Email: kolkata@heromotocorp.com
West Zone
Hero MotoCorp Ltd.
15-A, Bhale Estate, Rear Wing, Third Floor, Pune-Mumbai Road,
Wakadewali, Pune - 411 003, India.
Tel: +91-20-25511577, 25512161, 56012990-91
Fax: +91-20-25511266
Email: pune@heromotocorp.com
North Zone
Hero MotoCorp Ltd.
43
F-126, Katwaria Sarai, Opp. Qutab Institutional Area,
New Delhi -110016, India.
Tel: +91-11-26533981-2, 47619300
Fax: +91-11-26533983
Email: delhi@heromotocorp.com
South Zone
Hero MotoCorp Ltd.
No - 294, 2nd Floor, 6th Main, Off 100 ft Road, HAL 2nd Stage,
Indira Nagar, Bangalore – 560038, India.
Tel: +91-80-25550430, 25584436, 25582436, 25321139
Fax: +91-80-25594036
Email: bangalore@heromotocorp.com
3.14 Company History - Hero MotoCorp
1983
44
- Joint Collaboration Agreement with Honda Motor Co.
Ltd. Japan signed
- Shareholders Agreement signed
1984
- Hero Honda Motors Ltd. Incorporated
1985
- First motorcycle "CD 100" rolled out
1987
- 100,000th motorcycle produced1989New motorcycle

model - "Sleek"
introduced
1991
- New motorcycle model - "CD 100 SS" introduced
- 500,000th motorcycle produced
1992
- Raman Munjal Vidya Mandir inaugurated - A School in

the memory of founder
Managing Director, Mr. Raman Kant Munjal
1994
- New motorcycle model - "Splendor" introduced
45
- 1,000,000th motorcycle produced
1997
- New motorcycle model - "Street" introduced
- Hero Honda's 2nd manufacturing plant at Gurgaon

inaugurated
1998
1999
- New motorcycle model - "CBZ" introduced
- Environment Management System of Dharuhera Plant

certified with ISO-
14001 by DNV Holland
- Raman Munjal Memorial Hospital inaugurated - A
Hospital in the memory of founder Managing Director,
Mr. Raman Kant Munjal
2000
- Environment Management System of Gurgaon Plant

certified ISO-14001 by
DNV Holland
- Splendor declared 'World No. 1' - largest selling single

two-wheeler model
- "Hero Honda Passport Programme" - CRM Programme

launched
46
2001
- New motorcycle model - "Passion" introduced
- One million production in one single year
- New motorcycle model - "Joy" introduced
2002
- New motorcycle model - "Dawn" introduced
- New motorcycle model - "Ambition" introduced
- Appointed Virender Sehwag, Mohammad Kaif, Yuvraj
Singh, Harbhajan Singh and Zaheer Khan as Brand
Ambassadors
2003
- Becomes the first Indian Company to cross the cumulative

7 million sales mark
- Splendor has emerged as the World's largest selling model
for the third calendar year in a row (2000, 2001, 2002)
- New motorcycle model - "CD Dawn" introduced
- New motorcycle model - "Splendor +" introduced
- New motorcycle model - "Passion Plus" introduced
- New motorcycle model - "Karizma" introduced
2004
47
- New motorcycle model - "Ambition 135" introduced
- Hero Honda became the World No. 1 Company for the

third consecutive year.
- Crossed sales of over 2 million units in a single year, a

global record.
- Splendor - World's largest selling motorcycle crossed the

5 million mark
- New motorcycle model - "CBZ*" introduced
- Joint Technical Agreement renewed
- Total sales crossed a record of 10 million motorcycles
2005
- Hero Honda is the World No. 1 for the 4th year in a row
- New motorcycle model - "Super Splendor" introduced
- New motorcycle model - "CD Deluxe" introduced
- New motorcycle model - "Glamour" introduced
- New motorcycle model - "Achiever" introduced
- First Scooter model from Hero Honda - "Pleasure"

introduced
2006
- 15 million production milestone achieved
2007
48
- New 'Splendor NXG' launched
- New 'CD Deluxe' launched
- New 'Passion Plus' launched
- New motorcycle model 'Hunk' launched
2008
- Hero Honda Haridwar Plant inauguration
- New 'Pleasure' launched
- Splendor NXG lauched with power start feature
- New motorcycle model 'Passion Pro' launched
- New 'CBZ Xtreme' launched
- CD Deluxe lauched with power start feature
- New 'Glamour' launched
- New 'Glamour Fi' launched
2009
- Hero Honda GoodLife Program launched Hunk' (Limited

Edition) launched
- Splendor completed 11 million production landmark
- New motorcycle model 'Karizma - ZMR' launched
- Silver jubilee celebrations
49
2010
- New model Splendor Pro launched
- Launch of new Super Splendor and New Hunk
2011
- New licensing arrangement signed between Hero and

Honda (Hero
Honda is renamed as Hero)

- Launch of new refreshed versions of Glamour, Glamour Fi,
CBZ Xtreme,
Karizma
- Crosses the landmark figure of 5 million cumulative sales in

a single year
2012
- 45% market share in the domestic two-wheeler market
- 56% market share in the domestic motorcycle market
- Declared a dividend of 2,250% in 2011-12, i.e. 45 per equity
share of the face value of 2 per share
2013
` -Hero Motocorp Commences Construction Of Its New Plant&
Global Parts Centre
-Hero Motocorp Launches Another Market First Offers Warranty
Of 5 Years On All Its Two-Wheelers
-Hero Motocorp Commences Construction Of Its "GAME-
50
CHANGING" Centre Of Global Innovation And Research &
Design
-Hero Motocorp Sets Yet Another Milestone In Its Journey Of
Technological LeadershipheroMotocorp Zooms Ahead With
Record Retail Sales Of Over 1.2 Million Units In Oct-Nov.
2014
-Hero Motocorp Heralds A New Era Of Technology Leadership -Hero
Motocorp Sets New Benchmark For The Global Two Wheeler Industry
-Hero Motocorp Launches Splendor Ismart With Game Changing I3s
Technology
-Hero Motocorp Sets New Industry Benchmark With Record Sales For
A Non
- Festive Month -Hero Motocorp Rides Into A Greener Tomorrow
With "GARDEN Factory"
2015
51
-Hero MotoCorp Augments Leadership with Highest-ever Calendar Year
Sales in 2014
-Hero MotoCorp has launched a new entry level commuter, the HF
Dawn
-Hero MotoCorp has been allocated a 592-acre site to facilitate
development of its Rs.1600-crore Greenfield manufacturing unit in
Andhra Pradesh
-Hero MotoCorp launches new Passion Pro bike
-HMCL Americas INC enters into "Settlement Agreement" to Acquire
EBR's Consulting Business
-Hero MotoCorp has commenced operation in their first ever plant
outside India established in Villa Rica, Colombia.
2016
-Hero MotoCorp Commences the New Year with Robust Sales
-Hero MotoCorp unveils Four new 2-wheelers
-Hero MotoCorp unveils technology & innovation-driven new
product strategy
-Hero MotoCorp inaugurates CIT in Jaipur
-Hero MotoCorp Marks Five Years of Solo Journey with
Leadership Performance
-Hero Motocorp begins a new era with the Splendor iSmart 110 –
52
the first motorcycle completely designed & developed in-house
-Hero Motocorprecives TIME India Awards - Manufacturing
Innovator of the Year Award.
2017
- Hero MotoCorp unveils 3 new motorcycles.
3.15 Awards & Recognitions on 2020
 Motorcycles of the year-Exhipt Auto Tech Awards 2020
 Tourer bike of the year ( upto 250cc)-Flywheel Auto Awards 2020
 "Business Leader of the year Awards
 Car & Bike India Awards
 Scooter of the year – Bike India
 Bike of the year up to 200CC – Bike India
 Two – Wheeler of the Year – Bike India.
53
3.16 Customer Relationship Activity
For making a better relationship with customer they always use
genuine parts in their product. And after selling they have the services
and maintenances. Their constant endeavor is to support the company's
mandate of providing highest level of customer satisfaction by taking
good care of customer‘s two-wheeler service and maintenance through
their vast network of more than 2100 committed dealers and service
outlets spread across the country.
Apart from that hero motocorp focused on cleanliness and other
aesthetics of the service stations and add such air conditioned waiting
area, internet surfing, coffee shops etc to enhance the in house
experience of the customers at those ―customer touch point‖. To
ensure that millions of customers in the rural area are not left waiting
for adequate service as it is impossible for the company to introduce
service station at every nook and corner of the country, mobile service
stations are regularly arranged with prior intimation to public about the
rout that the mobile workshop would take when passing through that
region so that customers can come and get their two wheelers serviced.
All these activities are aimed to increase the customer loyalty and thus
retaining customers.
54
3.17 Product Mix of Hero MotoCorp Ltd. Company
Sales quantity
Product Year Month Sales Product

name value (Rs. Mix (%)
crore)
Motorised 2020 12 24,917.15 86.4

Two
Wheelers
Upto 350cc
Engine
Capacity
Sales of 2020 12 595.39 2.06

services
Spares (two 2020 12 2895.89 10.04

wheelers)
Other 2020 12 427.66 1.48

operating
revenue
55
CHAPTER 4
56
DATA ANALYSIS & INTERPERTATION
4.1 INTRODUCTION
The main aim of the study is to analyse the customer’s satisfaction
of the Splendor Bike. The analysis of study has been summarized and
presented in this chapter. All collected information is presented in the
form of table and charts
4.2 AGE
Age is an important variable that decides the satisfaction of the
respondents. The age of the respondents are classified and analyzed in table
4. 1 below
TABLE 4.1
AGE WISE CLASSIFICATION OF THE RESPONDENTS
s. no Particulars No. of Respondents Percentage

1 19-28 24 48
2 29-38 09 18
3 39-48 12 24
4 49-58 05 10
5 59 and above 0 0
Total 50 100
Sources: Primary data
57
It is inferred that from the table 4.1 that out of 50 respondents 48
percent of the respondents are 19-28 years, 18 percent of the respondents
are 29-38 years, 24 percent of the respondents are 39-48 year, 10 percent
of the respondents are 49-58 years and 0 percent are 59 and above.
It is evident that the majority of the respondents are in age group of 19-28
years.
58
Figure 4.1
Age of respondents
100
90
80
70
60
Percentage
50 Percentage
40
30
20
10
0
18-28 29-38 39-48 49-58 59 and above
Age
59
4.3 GENDER
Gender is an important variable that decides the satisfaction of the
respondents. The Gender of the respondents are classified and analyzed in
table 4.2 below
TABLE 4.2
GENDER WISE CLASSIFICATION OF THE RESPONDENTS

1 Male 39 78
2 Female 11 22
Total 50 100
The table 4. 2 shows that About 78 percent of the respondents are

male and the remaining 22 percent of the respondents are female.
It is found that majority of the respondents are male.
Figure 4.2
60
Gender of the respondents
100
80
60
Percentage
Percentage
40
20
0
Male Female
Gender
4.4 EDUCATIONAL QUALIFICATION

Classification of respondents based on their qualification are shown
in the table 4. 3 below
61
TABLE 4.3
QUALIFICATION WISE CLASSIFICATION OF THE
RESPONDENTS

1 Illiterate 3 6
2 SSLC 8 16
3 HSC 5 10
4 Degree 32 64
5 Others 2 4
Total 50 100
It is inferred from the table 4.3 that out of 50 respondents 6

percent of the respondents are Illiterate, 16 percent of the respondents
have completed their SSLC, 10 percent of the respondents completed their
HSC, 64 percent of the respondents completed their Degree and 4 percent
others.
It is found that the majority of the respondents are studied degree.
Figure 4.3
62
Education of respondents
100
90
80
70
60
Percentage
50 Percentage
40
30
20
10
0
Illiterate SSLC HSC Degree Others
Educational Qualiication
4.5 OCCUPATIONAL WISE CLASSIFICATION OF RESPNDENTS

Occupation wise classification of respondents are given in the
below table 4.4
63
TABLE 4.4
OCCUPATION WISE CLASSIFICATION OF THE RESPONDENTS

1 Student 21 42
2 Business 7 14
3 Government employee 3 6
4 Private employee 17 34
5 Other 2 4
Total 50 100

percent of the respondents are Student, 14 percent of the respondents are
Business, 6 percent of the respondents are Government employee, 34
percent of the respondents are Private employee and 4 percent others.
It is implied that the majority of the respondents are students.
Figure 4.4
64
Occupational status
50
40
30
Percentage
20 Percentage
10
0
ee
ee
t
r
en
he
es
oy
oy
sin
ud
Ot
pl
pl
St
Bu
em
em
te
t
en
iva
m
Pr
rn
ve
Go
Occupations
4.6 RESPONDENTS BASED ON INCOME LEVEL
65
The below table 4. 5 shows that the classification based on their
income level
TABLE 4.5
INCOME WISE CLASSIFICATION OF THE RESPONDENTS

1 5000 – 15000 Rs. 26 52
2 15000 – 25000 Rs. 14 28
3 25000 – 35000 Rs. 7 14
4 35000 – 45000 Rs. 2 4
5 45000 Rs. and above 1 2
Total 50 100

percent of the respondents earn a income between are 5000 – 15000 Rs., 28
percent of the respondents earn a income between are 15000 – 25000 Rs.,
14 percent of the respondents are earn a income between 25000 – 35000 Rs.,
4 percent of the respondents earn a income between are 35000 – 45000 Rs
and 2 percent earn a income between are 45000 Rs. and above.
It is evident that the majority of the respondents are 5000 – 15000 Rs.
Figure 4.5
66
Income level of respondents
60
50
40
30
Percentage
Percentage
20
10
0
. . . . e
Rs Rs Rs Rs ov
00 00 00 00 ab
50 50 50 50 nd
–1 –2 –3 –4 s.a
00 00 00 00 R
50 0 0 0 00
15 25 35 0
45
Income level
4.7 RESPONDENTS BASED ON KNOWLEDGE ABOUT

SPLENDOR
The below table 4.6 shows that the knowledge about splendor bike
before buying.
67
TABLE 4.6
RESPONDENTS OF KNOWLEDGE ABOUT SPLENDOR

1 Yes 26 52
2 No 24 48
Total 50 100

percent of the respondents are have the knowledge about splendor, 42
percent of the respondents are not have full knowledge about splendor
bike before buying.
It is evident that the majority of the respondents are have full knowledge
about splendor bike before buying.
Figure 4.6
68
RESPONDENTS KNOWLEDGE ABOUT SPLENDOR
YES
52% NO
48%
4.8 SOME OF INFORMATION ABOUT SPLENDOR BIKES

The below table 4.7 shows that how they know about hero
splendor bikes
TABLE 4.7
SOME OF INFORMATION ABOUT SPLENDOR BIKES
69
1 Friends and relatives 34 68
2 Media and advertisement 12 24

3 Sales representative 2 4
4 Others 2 4
Total 50 100

percent of the respondents have known about splendor know from Friends
and relatives, 24 percent of the respondents have known about splendor
know from Media and advertisement, 4 percent of the respondents have
known about splendor know from Sales representative, 4 percent of the
respondents have known about splendor know from other ways.
It is evident that the majority of the respondents are know from Friends
and relatives.
Figure 4.7
70
RESPONDENTS BASED ON HOW THEY KNOW ABOUT
SPLENDOR BIKE
70
60
50
40
Percentage
30 Percentage
20
10
0
ve
t
s
rs
en
ve
he
ati
m
lati
Ot
nt
se
re
se
rti
re
d
ve
an
ep
ad
ds
r
d
les
ien
an
Sa
Fr
ia
ed
M
Ways to know
4.9 FIRST TIME USERS OF SPLENDOR BIKES.

The below table 4.8 shows that respondents are the first owner of
hero splendor bikes
71
TABLE 4.8
FIRST TIME USERS OF SPLENDOR BIKES

1 Yes 37 74
2 No 13 26
Total 50 100

percent of the respondents are first owner of the splendor bike, 26
percent of the respondents are not the first owner of the splendor bike.
It is found that the majority of the respondents are first owner of the
splendor bike.
Figure 4.8
72
Respondents based on first owner of splendor bike
YES
74%
NO
26%
4.10 CLASSIFICATION BASED ON WHICH MODE OF

PAYMENT DID THEY USE TO PURCHASE BIKE
73
The below table 4.9 shows that respondents are which mode of
payment did they used to purchase hero splendor bikes
TABLE 4.9
MODE OF PAYMENT WISE CLASSIFICATION OF THE
RESPONDENTS

1 Full cash 20 40
2 EMI 29 58
3 Credit card 1 2
Total 50 100

percent of the respondents are buy the splendor bike in full cash mode,
58 percent of the respondents are buy the splendor bike in EMI mode
and 2 percent of the respondents are buy the splendor bike in credit card
mode.
It is found that the majority of the respondents are buy the splendor bike
in EMI mode.
Figure 4.9
74
mode of payment of respondents
60
50
40
Percentage
Percentage
30
20
10
0
Full cash EMI Credit card
Mode of payment
4.11 CLASSIFICATION BASED ON HOW LONG THEY USE

HERO SPLENDOR BIKE
75
The below table 4.10 shows that respondents are how long they
have been use hero splendor bikes
TABLE 4.10
RESPONDENTS CLASSIFICATION BY DURATION OF HAVE
SPLENDOR BIKE

1 1-3 years 20 40
2 3-5 years 15 30
3 5-7 years 7 14
4 More than 7 years 8 16
Total 50 100

It is inferred that from the table 4.10 that out of 50 respondents
40 percent of the respondents are have the splendor bike for 1-3 years,
30 percent of the respondents are have the splendor bike for 3-5 years,
14 percent of the respondents are have the splendor bike for 5-7 years
and 16 percent of the respondents are have the splendor bike for more
than 7 years.
It is found that the majority of the respondents are have the splendor bike
for 1-3 years.
Figure 4.10
76
RESPONDENTS CLASSIFI BY DURATION OF HAVE
SPLENDOR BIKE
50
45
40
35
30
Percentage
Percentage
25
20
15
10
0
1-3 years 3-5 years 5-7 years More than 7 years
Having year
4.12 CLASSIFICATION BASED ON PRICE OPINION ABOUT

HERO SPLENDOR BIKE
The below table 4.11 shows that respondents classification are how
long they have been use hero splendor bikes
77
TABLE 4.11
SATISFACTION LEVEL TOWARDS PRICE OF SPLENDOR.

1 Highly satisfied 11 22
2 Satisfied 26 52
3 Neutral 12 24
4 Unsatisfied 1 2
5 Highly unsatisfied 0 0
Total 50 100

22 percent of the respondents are highly satisfied, 52 percent of the
respondents are satisfied, 24 percent of the respondents are neutral, 2
percent of the respondents are Unsatisfied and none of the respondents
are highly unsatisfied.
It is found that the majority of the respondents are satisfied about hero
splendor bikes.
Figure 4.11
78
RESPONDENTS CLASSIFI BY PRICE OPINION
60
50
40
30
Percentage
Percentage
20
10
0
d
ed
ra
fie
fie
fie
sfi
ut
tis
tis
tis
Ne
ati
sa
sa
Sa
ns
Un
ly
u
gh
ly
Hi
gh
Hi
Price opinion
4.13 RESPONDENTS BASED ON

long they have been use hero splendor bikes
79
TABLE 4.12
RESPONDENTS CLASSIFI BY RANK
s. no Particulars Excellent Good Satisfactory Poor Total/

Percentage
1 Brand 20 26 4 0 50
40 52 8 0 100
2 Durability/Quality 7 31 12 0 50
14 62 24 0 100
3 Fuel consumption 13 25 11 1 50
level 26 50 22 2 100
4 Low maintenance 10 26 14 0 50
20 52 28 0 100
5 Price 5 23 20 2 50
10 46 40 4 100
6 Resale value 8 12 25 5 50
16 24 50 10 100
7 After-Sales 10 16 19 5 50
Service 20 32 38 10 100
8 Offers 7 16 22 5 50
14 32 44 10 100
It is inferred that among the reasons that influence the respondents to

purchase splendor bikes 52 percent of respondents were medium
80
influenced by brand. 62 percent of respondents were medium
influenced.
81
Figure 4.12
82
4.14 CLASSIFICATION BASED ON PROMOTIONAL OFFER
The below table 4.13 shows that respondents classification are
which promotional offers attracts they mostly
TABLE 4.13
CLASSFICATION BASED ON PROMOTIONAL OFFER
1 Price offer 13 26
2 Free Hemet 13 26
3 Free full tank fuel 16 32
4 Exchange offer 7 14
5 Other accessories 1 2
Total 50 100

26 percent of the respondents are attracted by Price offer, 26 percent of the
respondents are attracted by Free Hemet, 32 percent of the respondents are
attracted by Free full tank fuel, 14 percent of the respondents are attracted
by Exchange offer and 2 percent of the respondents are attracted by Other
accessories.
It is found that the majority of the respondents are attracted by Free full
tank fuel.
Figure 4.13
83
Percentage
35
30
25
20
Percentage
15
10
0
Price offer Free helmet Free full tank fuel Exchange offer Other accessories
4.15 OPINION BASED ON BIKE PERFORMANCE IN OFF ROAD
84
the bike performance in off road
TABLE 4.14
OPINION BASED ON BIKE PERFORMANCE IN OFF ROAD.
1 Yes 22 44
2 No 28 56
Total 50 100

44 percent of the respondents feel that splendor bike are good on the roads,
56 percent of the respondents feel that splendor bike are not good on the
roads.
It is found that the majority of the respondents bikes are not good on the
roads.
Figure 4.14
85
Opinion based on Bike good on off roads
No
56%
Yes
44%
4.16 MILEAGE
86
TABLE 4.15
MILEAGE
1 Below 40km 3 6
2 40km to 50km 17 34
3 50km to 60km 21 42
4 60km to 70km 7 14
5 Above 70km 2 4
Total 50 100

percent of the respondents have got mileage Below 40km, 34 percent of
the respondents have got mileage 40km to 50km, 42 percent of the
respondents have got mileage 50km to 60km, 14 percent of the respondents
have got mileage 60km to 70km and 4 percent of the respondents have got
mileage Above 70km.
It is found that the majority of the respondents mileage are 50km to 60km.
Figure 4.15
87
Mileage of Respondents
50
45
40
35
30
Percentage
Percentage
25
20
15
10
0
Below 40km 40km to 50km 50km to 60km 60km to 70km Above 70km
Mileage
4.17 RESPONDENTS OPINION ABOUT SPLENDOR BIKES
88
TABLE 4.16
RESPONDENTS OPINION ABOUT SPLENDOR BIKES.

Percentage
1 Speed and pick up 17 25 8 0 50
34 50 16 0 100
2 Riding 6 35 9 0 50
smoothness 12 70 18 0 100
3 Comfort 11 18 19 2 50
22 36 38 4 100
4 Road grip 7 27 12 4 50
14 54 24 8 100
5 Technology (ABS 9 16 22 3 50
breaking
18 32 44 6 100
system,i3s)
6 Maintenance 8 20 19 3 50
16 40 38 6 100
7 Overall 6 26 17 1 50
performance 12 52 34 2 100

It is inferred that among the respondents 50 percent of the respondents
feel speed and pickup are “good”, 70 percent of the respondents feel riding
smoothness are “good”, 38 percent of the respondents feel comfort is
“Satisfactory” 54 percent of the respondents feel Road grip are “good” 44
percent of the respondents feel Technology (ABS breaking System, i3s) are
“Satisfactory” 40 percent of the respondents feel Maintenance are “good”, 52
percent of the respondents feel Overall performance are “good”.
89
Percentage
Sp
ee
d
0
10
20
30
40
50
60
70
80
an
d
pi
ck
Ri up
di
ng
sm
oo
th
ne
ss
Co
Te
ch m
fo
no rt
lo
gy
(A Ro
BS ad
br gr
ea ip
90
kin
gs
Driving features
ys
te
m
,i3
Figure 4.16
Chart Title
s)
M
ain
te
Ov na
er nc
all e
pe
rfo
rm
an
ce
Poor
Good
Excellent
Satisfactory
4.18 OPINION ON PROBLEM IN SPLENDOR BIKE
The below table 4.17 shows that respondents classification by find
any special problem in splendor bike
TABLE 4.17
OPINION ON PROBLEM IN SPLENDOR BIKE
1 Yes, faced problem 16 32
2 No, not faced any 34 68
problem.
Total 50 100

32 percent of the respondents are find some problem and they mention
that, 68 percent of the respondents are not find any problem.
It is found that the majority of the respondents are not find any problem.
91
4.19 CONVENIENT DISTANCE OF THE SERVICE STATION.
The below table 4.18 shows that respondents classification by how
convenient is the timing of the service station.
TABLE 4.18
CONVENIENT DISTANCE OF THE SERVICE STATION
1 Very convenient 7 14
2 Convenient 38 76
3 Inconvenient 4 8
4 Very inconvenient 1 2
Total 50 100

14 percent of the respondents feel service station distance is Very convenient,
76 percent of the respondents feel service station distance is Convenient, 8
percent of the respondents feel service station distance is Inconvenient and
2 percent of the respondents feel service station distance is Very
inconvenient.
It is found that the majority of the respondents feel service station distance
is Convenient.
Figure 4.17
92
Convenient classify based on distance of service station
80
70
60
50
Percentage
Percentage
40
30
20
10
0
Very convenient Convenient Inconvenient Very inconvenient
Distance Timing
93
4.20 OPINION ON SPLENDOR SERVICE STATIION
The below table 4.19 shows that respondents classification are the
factors of splendor service station
TABLE 4.19
OPINION ON SPLENDOR SERVICE STATIION

Percentage
1 Reputation 11 26 13 0 50
22 52 26 0 100
2 Professional 7 29 13 1 50
service 14 58 26 2 100
3 Availability of 9 18 22 1 50
spare parts 18 36 44 2 100
4 Trust and 10 17 21 2 50
customer care 20 34 42 4 100
5 Quality of service 7 28 14 1 50
14 56 28 2 100

It is inferred that 52 percent of the respondents feel that reputation of
splendor servie station is “good”, 58 percent of the respondents feel that
professional service is “good”, 36 percent of the respondents feel availability of
spare parts is “good” 42 percent of the respondents feel trust and customer care
is “satisfactory”, 56 percent of the respondents feel quality of service is “good”.
Figure 4.18
94
Percentage
10
15
20
25
30
35
40
45
50
55
60
65
70
0
5
Re
pu
ta
tio
n
Pr
of
es
sio
na
ls
er
v ice
Av
ail
ab
ilit
yo
fs
pa
re
pa
rts
Tr
u
95
st
an
d
cu
sto
m
Rating for service station

er
Chart Title
ca
re
Qu
ali
ty
of
se
rv
ice
Poor
Good
Excellent
Satisfactory
4.21 SATISFACTION AFTER RIDING IN TERMS OF
SMOOTHNESS AFTER FIRST SERVICE
The below table 4.20 shows that respondents classification by how
convenient is the timing of the service station.
TABLE 4.20
RESPONDENTS CLASSIFIED BY DISTANCE OF THEIR
SERVICE STATION
1 Very satisfied 5 10
2 Satisfied 28 56
3 Neutral 17 34
4 Unsatisfied 0 0
5 Very unsatisfied 0 0
Total 50 100

10 percent of the respondents are Very satisfied, 56 percent of the
respondents are Satisfied, 34 percent of the respondents are Neutral and
0 percent of the respondents are Unsatisfied and Very unsatisfied.
It is found that the majority of the respondents are Satisfied.
Figure 4.19
96
RESPONDENTS CLASSIFI BY DISTANCE OF THEIR SERVICE
STATION
60
55
50
45
40
35
Percentage
Percentage
30
25
20
15
10
0
Very satisfied Satisfied Neutral Unsatisfied Very unsatisfied
Listening level
4.22 RESPONDENTS BASED ON BEHAVIOUR OF EMPOYEES

AND STAFFS AT SERVICE STATION.
97
The below table 4.21 shows that respondents classification by how the
staffs and employees behave at service station.
TABLE 4.21
RESPONDENTS CLASSIFI BY BEHAVIOUR OF THE
EMPLOYEES AND STAFFS AT SERVICE STATION
1 Excellent 13 26
2 Good 27 54
3 Satisfactory 6 12
4 Poor 4 8
Total 50 100

26 percent of the respondents feel that employees at service station are
Excellent, 54 percent of the respondents feel that employees at service
station are Good, 12 percent of the respondents feel that employees at
service station are Satisfactory and 8 percent of the respondents feel that
employees at service station are Poor.
It is found that the majority of the respondents are Good.
4.23 BIKE ADVISOR READINESS TO LISTEN TO COMPLAINTS

The below table 4.22 shows that bike advisor readiness to listen to
complaints
TABLE 4.22
98
BIKE ADVISOR READINESS TO LISTEN TO COMPLAINTS
1 Yes, he was ready 38 76
2 No, he wasn’t ready 12 24
Total 50 100

76 percent of the respondent’s service advisor ready to listen to their
complaints, 24 percent of the respondent’s service advisor not ready to
listen to their complaints.
It is found that the majority of the respondent’s service advisor ready to

listen to their complaints.
4.24 POSSESSING BIKE INSURANCE

The below table 4.23 shows that the respondents are have bike
insurance or not
TABLE 4.23
POSSESING BIKE INSURANCE
1 Yes, have bike insurance 40 80
2 No, do not bike insurance 10 20
Total 50 100
99
80 percent of the respondents are having bike insurance, 20 percent of
the respondents are not having bike insurance.
It is found that the majority of the respondents bikes are having bike
insurance.
Figure 4.20
100
RESPONDENTS CLASSIFI BY HAVE BIKE INSURANCE
100
90
80
70
60
Percentage
Percentage
50
40
30
20
10
0
Yes No
Have insurance
4.25 CLASSIFICATION BASED ON INSURANCE CLAIMED OR

NOT
101
The below table 4.24 whether the respondents have claimed
insurance or not.
TABLE 4.24
CLASSIFICATION BASED ON INSURANCE CLAIMED OR NOT.
1 Yes 12 24
2 No 38 76
Total 50 100

24 percent of the respondents have claimed insurance, 76 percent of the
respondents have not claimed insurance.
It is found that the majority of the respondents are not claim insurance.
102
CHAPTER 5
103
5.1 SUMMARY OF FINDINGS
One the basis of analysis, the following findings are made

 48 percentage of the respondents belonged to the age group
below 19-28.
 78 percentage of the respondents are male.
 64 percentage of the respondents are completed their degree.
 52 percentage of the respondents income level is 5000 – 15000.
 52 percentage of the respondents are have the full knowledge
about splendor bike.
 68 percentage of the respondents are know about splendor bike
wise friends and family.
 74 percentage of the respondents are the first owner for their
bikes.
 58 percentage of the respondents are purchase bike in EMI
mode.
 40 percentage of the respondents are have bike 1 to 3 years.
 52 percentage of the respondents are neutral satisfied price
opinion about splendor bike.

 32 percentage of the respondents are attracts by free full tank

fuel.
 56 percentage of the respondents bikes are not perform well in
off roads.
 42 percentage of the respondents bikes mileage is in 50km to 60
km.

104
 68 percentage of the respondents are have not face any problem
in splendor bike.
 76 percentage of the respondents are convenient is the timing of
the service station.

 56 percentage of the respondents are satisfied from the bike

riding in terms of smoothness after first service.
 54 percentage of the respondents are rate good behavior of
employees and staff at the service station.
 76 percentage of the respondents was the service advisor ready
to listen to your complaints.
 80 percentage of the respondents are have bike insurance.
 76 percentage of the respondents are not claim insurance.
105
5.2 SUGGESTIONS AND RECOMMENDATIONS
It is very hard to hold the pulse of a customer in the market. Customer‘s
satisfaction is different for different people at different situations;
Majority of the respondents were still complaint about headlight. The
headlight power was to low increase that.
Few of the customers expressed concern over frequency of the
maintenance & service problems faced by their vehicle and expressed
‗high satisfaction‘ over it. Therefore, I suggest them to re look at the
vehicle & re-develop in order to stop the frequency of these problems.
Hero MotoCorp want to give more importance in there service part its
include timely service, and quality of service.
Hero want to develop splendor bike’s suspensor for better experience in
off roads.
Hero bikes want to increase their export market.
5.3 CONCLUSION
Customer satisfaction is a marketing tool and a definite value added benefit. It is

often perceived by customers as important as the primary product or service
your organization offers.
106
For making a better relationship with customer they always use genuine parts in
their product. And after selling they have the services and maintenances. Their
constant endeavor is to support the company's mandate of providing highest
level of customer satisfaction by taking good care of customer‘s two-wheeler
service and maintenance through their vast network of more than 2100
committed dealers and service outlets spread across the country.
Apart from that hero MotoCorp Ltd focused on cleanliness and other aesthetics
of the service stations and add such air conditioned waiting area, internet
surfing, coffee shops etc to enhance the in house experience of the customers at
those ―customer touch point‖. To ensure that millions of customers in the rural
area are not left waiting for adequate service as it is impossible for the company
to introduce service station at every nook and corner of the country, mobile
service stations are regularly arranged with prior intimation to public about the
rout that the mobile workshop would take when passing through that region so
that customers can come and get their two wheelers serviced. All these
activities are aimed to increase the customer loyalty and thus retaining
customers.
107

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An Analysis of Customer’s Perception

towards Splendor Bikes and Services.

Under the guidance of

M.Com., M.Phil.,PGDCAB., SET., NET.

DEPARTMENT OF COMMERCE -UNAIDED

Sadakathullah Appa College

Rahmath Nagar, Tirunelveli – 627 011

DEPARTMENT OF COMMERCE (Unaided)

1 M A. MOHAMED RABEEK 18SCO31

3 M. JAMES VASANTHAN 18SCO50

4 H. MOHAMED YASEEN 18SCO59

Tirunelveli – 627011 affiliated to Manonmaniam Sundaranar University for

the academic Year 2020-2021 under my guidance in part fulfillment of their

been submitted elsewhere for any other Degree.

Head of the Department GUIDE

(Mrs. P. Amra Mariyam)

Class: III B.Com (A)

Sadakathullah Appa College (Autonomous),

Tirunelveli – 627 011

We hereby declare that, the fieldwork titled as, “An Analysis of

Customer’s Perception towards Splendor Bikes and Services.” for the

Amra Mariyam, M.Com. ,M.Phil., SET., NET., Assistant Professor,

Commerce, Sadakathullah Appa College (Autonomous), Tirunelveli-627 011.

Place: Tirunelveli – 11 Date:

3 M. JAMES VASANTHAN 18SCO50

4 H. MOHAMED YASEEN 18SCO59

knowledge on us to complete our fieldwork in time without any difficulties.

We owe a deep sense of gratitude to Alhaj T.E.S. FATHU RABBANI,

the Secretary, Sadakathullah Appa College,

Tirunelveli, for giving us to do our B.Com. Degree in this College and

undertake our research work. We offer our sincere thanks to

Dr. M. MOHAMED SATHIK, M.Sc., M.Phil., M.Tech.,

We express our sincere thanks to Dr. S.M.A. SYED MOHAMED

Our grateful thanks to our Guide, Prof. Mrs. J. Amra Mariyam

M.Com., M.Phil., SET., NET., Assistant Professor, Department of Commerce.

We feel great pleasure in expressing our deep sense of gratitude and

indebtedness to her for her inspiring and scholarly guidance rendered to us at

We also thank our faculty members of our Department Dr. A.

Prof. K. Sindha Madhar, M.Com., M.Phil., and Prof. J. Asaniya Fathima.,

M.Com., M.Phil., for their valuable suggestions in our study.

We also express our thanks to Mr. John Christopher, and CA

S.Balasubramaniam, B.Com., FCA, for their motivation in doing this field

M.A. MOHAMED RABEEK

CHAPTER NAME OF THE CHAPTER PAGE NO

II INDUSTRY PTOFILE 7-21

III COMPANY PROFILE 22-43

IV DATA ANAYSIS & 45-94

V FINDING SUGGESTION 96-100

S.NO TITLE PAGE NO

4.7 SOME OF INFORMATION ABOUT 58

4.8 FIRST TIME USERS OF SPLENDOR BIKES 60

4.10 RESPONDENTS CLASSIFICATION BY 64

4.11 SATISFACTION LEVEL TOWARDS 66

4.14 OPINION BASED ON BIKE 73

4.16 RESPONDENTS OPINION ABOUT 77

4.19 OPINION ON SPLENDOR SERVICE 82

4.20 RESPONDENTS CLASSIFIED BY 84

4.21 RESPONDENTS CLASSIFI BY 86

4.22 BIKE ADVISOR READINESS TO LISTEN 87

S.NO TITLE PAGE NO

4.7 SOME OF INFORMATION ABOUT 59

4.8 FIRST TIME USERS OF SPLENDOR BIKES 61