A

PROJECT REPORT ON

ORGANIZATIONAL STUDY
WITH REFERENCE TO

“IMPACT OF POST SALE SERVICE ON CUSTOMER

SATISFACTION TOWARDS RENUKA HERO MOTORS”
REFERENCE TO

“SHREE RENUKA MOTORS PVT LTD CHIKODI”

SUBMITTED TO

RANI CHENNAMMA UNIVERSITY, BELGAUM

FOR THE PARTIAL FULFILLMENT OF THE

BACHELOR OF BUSINESS ADMINISTRATION

KLE SOCIETY’S

COLLEGE OF BUSINESS ADMINISTRATION (BBA) CHIKODI

Year 2019-20
BY

Mr. KEDAR HAVALE

 REG NO:- B1712015

UNDER THE GUIDANCE

INSTITUTIONAL GUIDE ORGANIZATIONAL GUIDE

PROF, SANDEEP KUDACHE

 KLE SOCIETY’S

COLLEGE OF BUSINESS ADMINISTRATION (BBA)

B.K COLLEGE CAMPUS, CHIKODI.

CERTIFICATE FROM COLLEGE

This is to certify that Mr. kedar M Havale Reg No:- B1712015 student of
BBA III year and he has successfully completed his project report on “A
STUDY ON CUSTOMER SATISFACTION TOWARDS HERO
MOTORS” at “ SHREE RENUKA HERO PVT LTD, CHIKODI” under
our guidance and supervision during the year 2019-20 submitted to RANI
CHANNAMMA UNIVERSITY in partial fulfillment of BBA cource

Prof. Sandeep Kudache Prof. Sandeep Kudache

Project guide Principal

Place: Chikodi date

 DECLARATION

I hereby declare that project report entitled “IMPACT OF POST SALES

SERVICE ON CUSTOMER SATISFACTION” with reference to “TOWARD
RENUKA HERO IN CHIKODI” is an independent research work carried out by
me under guidance of Pro. SANDEEP KUDACHE

I have not copied from any project report submitted earlier to RANI
CHANNAMMA UNIVERSITY BELGAUM I understand that any such copy is
liable to be punished in a way that University Authority deemed fit.

Place: Chikodi

(Mr. KEDAR HAVALE)

Date: Reg No: B1712015

ACKNOWLEDGEMENT
I express my sincere gratitude to Mr.Vivek Yende and all the staff of for their
valuable assistance and support given to me throughout the project work.

I am greatly indebted to Principal Prof. Sandeep Kudache and also my project

guide Mr. Sandeep Kudache and all college staff whose constant inspiration,
assistance and guidance have helped me in making this Endeavour successful.

I would be failing in my duty, don’t put on record my deep sense obligation and
gratitude to my parents and friends for their full and hearted support and
inspiration.

Place:- Chikodi Mr.KEDAR HAVALE

Date:-
 Table of contents (Index)
Chapter Topics Page
. No.
No.
Introduction
a) Title/ Topic of Project.
b) Need for study
c) Objectives of the study.
1 d) Research Methodology(Sources of data, Sample frame,
Size)
e) Scope of the study.
f) Limitations of the study.

a) Industry Profile.
2
b) Company Profile.

(Name & Address, History, Org Chart, Depts., Awards,

etc…)

3 Theoretical or Conceptual Background

4 Data Analysis and Interpretations.

5 Findings.

6 Suggestions / Recommendations

7 Conclusion
 8 Bibliography

INTRODUCTION

A
Project report on
““IMPACT OF POST SALE
SERVICE ON CUSTOMER
SATISFACTION TOWARDS
RENUKA HERO MOTORS”
at Chikodi.
NEED OF THE STUDY
To understand the post services given by the organization
To understand the customer satisfaction
To know the post impact of services given by organization

OBJECTIVES
1)To study post sales services on customer satisfaction about hero
2) To study about service performance of Hero
3) To study satisfaction level of customers on post sale service
 INDUSTRIAL 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.

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 world class mobility solutions with renewed focus on expanding company’s footprint
in the global arena.

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.

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.

Manufacturing:-

Hero Honda bikes 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 is based at Haridwar, in
the hill state of Uttarakhand.

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 technology pioneer, will continue to innovate and
develop cutting edge products and processes.

PRODUCTS:-

Hero Honda's product range includes variety of motorcycles that have set the industry
standards across all the market segments. The Company also started manufacturing scooter in
2005. Hero Honda offers large no. of products and caters to wide variety of requirements
across all the segments.

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.

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.  
 Hero Motocorp Limited
Type Public

Traded as BSE: 500182 NSE: HEROMOTOCO BSE SENSEX

Constituent

ISIN INE158A01026 

Industry Automotive

Founded 19 January 1984

Founder Dr. Brijmohan Lall Munjal Ji

Headquarters New Delhi, India

Key people Dr. Brij Mohan Lall Munjal (ChairmanEmeritus)

Pawan munjal (chairman, MD &CEO)

Products Motorcycles, Scooters

Production output 7,587,130 units (2018)

Revenue ₹34,658 crore (US$4.9  billion) (2019)

Operating income ₹5,043 crore (US$710  million) (2019)

Net income ₹3,466 crore (US$490  million) (2019)

Total assets ₹17,641 crore (US$2.5  billion) (2019)

 HISTORY
Hero Honda started its operations in 1984 as a joint venture between Hero Cycles (sometimes
called Hero Group, not to be confused with the Hero Group food company of Switzerland) of
India and Honda of Japan. In 2010, when Honda decided to move out of the joint venture, Hero
Group bought the shares held by Honda, and focused on its entirely owned subsidiary, Honda
Motorcycle and Scooter

Total equity ₹12,857 crore (US$1.8 billion) (2019) Number of employees 8,551 (2019) Website
Hero Motocorp

India (HMSI). In June 2012, Hero MotoCorp approved a proposal to merge the investment arm
of its parent Hero Investment Pvt. Ltd. with the automaker. This decision came 18 months after
its split from Hero Honda.

"Hero" is the brand name used by the Munjal brothers for their flagship company, Hero Cycles
Ltd. A joint venture between the Hero Group and Honda Motor Company was established in
1984 as the Hero Honda Motors Limited at Dharuhera, India. Munjal family and Honda group
both owned 26% stake in the Company.

During the 1980s, the company introduced motorcycles that were popular in India for their fuel
economy and low cost. A popular advertising campaign based on the slogan 'Fill it – Shut it –
Forget it' that emphasised the motorcycle's fuel efficiency helped the company grow at a
double-digit pace since inception. In 2001, the company became the second largest two-
wheeler manufacturing company in India and globally. It maintains global industry leadership to
date. The technology in the bikes of Hero Motocorp (earlier Hero Honda) for almost 26 years
(1984–2010) has come from the Japanese counterpart Honda.

The Termination of Honda joint venture and the renaming

By December 2010, the board of directors of the Hero Honda Group had decided to terminate
the joint venture between Hero Group of India and Honda of Japan in a phased manner. The
Hero Group would buy out the 26% stake of the Honda in JV Hero Honda. Under the joint
venture Hero Group could not export to international markets (except Nepal, Bangladesh and
Sri Lanka) and the

The Termination of Honda joint venture and the renaming

termination would mean that Hero Group could now export. From the beginning, the Hero
Group relied on their Japanese partner Honda for the technology in their bikes.
The Japanese auto maker exited the joint venture through a series of offmarket transactions by
giving the Munjal family— which held a 26% stake in the company— an additional 26%. Honda,
wanting to focus only on its independent fully owned two-wheeler subsidiary—Honda
Motorcycle and Scooter India (HMSI)—, exited Hero Honda at a discount and get over ₹64
billion (US$900 million) for its

stake. The discount was between 30% and 50% to the current value of Honda's stake as per the
price of the stock after the market closed on 16 December 2010.

The rising differences between the two partners gradually emerged as an irritant. Differences
had been brewing for a few years before the split over a variety of issues, ranging from Honda's
reluctance to fully and freely share technology with Hero (despite a 10-year technology tie-up
that expired in 2014) as well as Indian partner's uneasiness over high royalty payouts to the
Japanese company. Another major irritant for Honda was the refusal of Hero

Honda (mainly managed by the Munjal family) to merge the company's spare parts business
with Honda's new fully owned subsidiary, HMSI.

As per the arrangement, it was a two-leg deal. In the first part, the Munjal family, led by
Brijmohan Lal Munjal group, formed an overseas-incorporated special purpose vehicle (SPV) to
buy out Honda's entire stake, which was backed by bridge loans. This SPV was eventually
thrown open for private equity participation, and those in the fray included Warburg Pincus,
Kohlberg Kravis Roberts (KKR), TPG, Bain Capital, and Carlyle Group.

Formation of the new company

The name of the company was changed from Hero Honda Motors Limited to Hero MotoCorp
Limited on 29 July 2011. The new brand identity and logo of Hero MotoCorp were developed by
the British firm Wolff Olins. The logo was revealed on 9 August 2011 in London, to coincide with
the third test match between England and India.

Hero MotoCorp can now export to Latin America, Africa and West Asia. Hero is free to use any
vendor for its components

instead of just Honda-approved vendors.

On 21 April 2014, Hero MotoCorp announced their plan on a ₹2.540 billion (US$36  million) joint
venture with Bangladesh's Nitol-Niloy Group in the next five years to set up manufacturing
plant in Bangladesh. The plant started production in 2017. Hero MotoCorp owns the 55% of the
manufacturing plant and rest 45% is owned by Niloy Motors (A subsidiary of Nitol-Niloy Group).
Hero also updated its 100cc engine range in 2014 for 110cc Bike expet hero dawn
 Company profile
Name :- SHREE RENUKA HERO
ADDRESS:- RENUKA MOTORS ,
SANGALI ROAD,
CHIKODI – 591201
E-MAIL :- srmgerockd@gmail.com
DATE OF ESTABLISHMENT :- 24/02/2014
DEALER CODE:- 11625
COMPANY PROFILE
 ORGANIZATION CHART OF RENUKA HERO MOTORS PVT. LTD.
CHIKODI.

Managing director

General Manager

Sale Service Store

department Department department

Sales Manager Workshop Manager Sale manager

Sales Executive

Workshop Incharge Spare Incharge

Mechanics

Helpers/ Wash boy

NAME ismart

PRICE 51,030

ON 59,329
ROAD
PRICE

NAME SPLENDOR PLUS

PRICE 49,210

ON
ROAD 59,367
PRICE
NAME Xpulse

PRICE 94,000

ON 1,10,376
ROAD
PRICE

NAME Xtreme 200S

PRICE 98,400

ON 1,14,978
ROAD
PRICE
NAME Maestro

PRICE 58,500

ON 67,472
ROAD
PRICE

NAME Ignitor

PRICE 63,599

ON 67,722
ROAD
PRICE
NAME Glamour

PRICE 61,200

ON 71,599
ROAD
PRICE

NAME Karizma ZMR

PRICE 1,08,000

ON 1,15,000
ROAD
PRICE
NAME Passion pro

PRICE 53,425

ON 58,200
ROAD
PRICE

NAME HF Deluxe

PRICE 49,900

ON 60,111
ROAD
PRICE
NAME Passion Xpro

PRICE 56,550

ON 65,374
ROAD
PRICE

NAME Destini

PRICE 54,650

ON 61,056
ROAD
PRICE
NAME Pleasure

PRICE 47,300

ON 57,300
ROAD
PRICE

NAME Duet

PRICE 47,680

ON 57,887
ROAD
PRICE
1] Please rate the service provided by the HERO representative?

No. of Respondents Respondents in %

a) Excellent 25 50%
b) Good 15 30%

c) Average 7 14%
d) Poor 3 6%
Total 50 100%

Sales

Excellent
Good
Averrage
Poor

INTERPRETATION:

From the above table shows that 50% people are said service provided by the hero
representative is excellent and 30% peoples are said good, 14% peoples are said average and
14% people are said poor
2] Was your inquiry resolved in a timely manner?

No of respondents percentage

Yes 40 80%
No 10 20%
Total 50 100%

Sales
YES NO

20%

80%

INTERPRETATION:

80% respondent satisfied with inquiry resolved in a time manner, 20% respondent are not
satisfied with inquiry resolved in time
3] Did your representative make you feel valued as a customer?

No of respondents percentage

Yes 35 70%
No 15 30%
Total 50 100%

Sales

YES
NO

INTERPRETATION:

70% respondent are feel valued as a customer,30% respondent are not feel valued as a
customer
4] How do you rate cleanliness & comfort of service reception & customer waiting lounge/
area?

No. of Respondents Respondents in %

a) Excellent 25 50%
b) Good 10 20%

c) Average 10 20%
d) Poor 5 10%
Total 50 100%

Sales

Excellent
Good
Average
Poor

INTERPRETATION:

50% are comfort with cleanliness & service, 20% are comfort with cleanliness & service, 20 %
are average comfort with cleanliness & service, 10% are not comfort with cleanliness & service
5] It is helpful if service station is kept open on Sunday’s?

No of respondents percentage

Yes 47 94%
No 3 6%
Total 50 100%

SALES

YES
NO

INTERPRETATION:

94% resonance are said if service station is kept open on Sunday is helpful, 6% resonance are
said it is not helpful if service station is kept open on sunday
6] Did you receive any intimation through calls or letter for the “service due” date to get your
vehicle serviced?

No of respondents percentage

Yes 43 86%
No 7 14%
Total 50 100%

Sales

YES
NO

INTERPRETATION:

86 % respondent said they call or letter to get serviced their vehicle, 14% respondent said they
will not get a call or letter to get serviced their vehicle
7] Do you feel the service charges/ repair charges were reasonable?

No. of Respondents Respondents in %

a) Excellent 10 20%
b) Good 25 50%

c) Average 10 20%
d) Poor 5 10%
Total 50 100%

Sales

Excellent
Good
Average
Poor

INTERPRETATION:

20% respondent excellent with service charges,50% respondent are good with service
charges,20% respondent average with service charges, 10% respondent not satisfied with
service charges
8] What is your experience related to availability of spare parts?

No. of Respondents Respondents in %

a) Excellent 25 50%
b) Good 15 30%

c) Average 3 6%
d) Poor 7 14%
Total 50 100%

Sales

Excellent
Good
Average
Poor

INTERPRETATION:

50% respondent are said all spare part are available, 30% are respondent are said regular spare
part are available, 6% respondent are said there are some spare part are available, 14% are
respondent said there are no spare part are available
9] How would you rate your overall service experience?

No. of Respondents Respondents in %

a) Excellent 30 60%
b) Good 10 20%

c) Average 5 10%
d) Poor 5 10%
Total 50 100%

Sales

Excellent
Good
Average
Poor

INTERPRETATION:

60% respondent are well satisfied with overall service, 20% respondent are satisfied with
overall service, 10% respondent are average satisfied with overall service, 10 % respondent are
not satisfied
10] Did you find the service center staff co-operative & polite?

No of respondents percentage

Yes 37 74%
No 13 26%
Total 50 100%

Sales

YES
NO

Interpretation:

.74% people are said service center staff co-operative & polite,26% people are said service
center staff co-operative & polite
11)How convenience are you when the vehicle delivered as per the allotted time?

No. of Respondents Respondents in %

a) Very convenience 15 30%
b) Convenience 20 40%

c) Not convenience 10 20%

d) Disappointed 5 10%
Total 50 100%

Sales

Very convenience
convenience
not convenience
disappointed

INTERPRETATION:

30% people are well satisfied of vehicle will delivered in time, 40% people are satisfied of
vehicle will delivered in time, 20% people are not satisfied of vehicle will delivered in time, 10%
people are disappointed with delivered of vehicle in time
12] Is there any service to home delivery of vehicle after the service?

No of respondents percentage

Yes 2 4%
No 48 96%
Total 50 100%

Sales

YES
NO

INTERPRETATION:

Only 4% people said that there is home delivery of vehicle is provided after service,96% people
are said there is no home delivery of vehicle after service
13] What type of service betterment do you expert from Renuka hero in future?

No. of Respondents Respondents in %

a) Better service 18 36%
b) Better settlements & 15 30%
claims
c) Better return 12 24%
d) Other 5 10%
Total 50 100%

Sales

Better service
Better settlements & claims
Better return
Other

INTERPRETATION:

36% people expect better service, 30% people expect better settlements & claim, 24% people
expect better return, 5% people are expect other service betterment
14] Upon arrival how friendly & helpful were the service team?

No. of Respondents Respondents in %

a) Very helpful 35 70%
b) Helpful 10 20%

c) Un helpful 3 6%
d) Very un helpful 2 4%
Total 50 100%

Very help
Helpful
Un helpful
Very un helpful

INTERPRETATION:

70% peoples are said service team is very helpful,20% peoples are said helpful, 6% peoples are
not helpful, 4% peoples are disappointed with service team
15] When you entered, what was the total time taken before some one from the staff attended
you?

No. of Respondents Respondents in %

a) Excellent <2min 16 32%
b) Good (2-5min) 14 28%

c) Fair (5-10min) 11 22%

d) Poor > 10min 9 18%
Total 50 100%

Sales

Excellent<2min
Good(2-5min
fair(5-10min)
poor>10min

INTERPRETATION:

32% peoples said within 2min staff attended with them, 28% peoples said within 2-5 min staff
attended with them, 22% peoples are said 5-10 min staff attended with them, 18% are said
after 10min also the staff attended with them
16] Do you think the person who attended to you and accepted your vehicle for service was
able to understand the vehicle issues and answered all your queries appropriately?

No. of Respondents Respondents in %

a) Excellent 24 28%
b) Good 16 32%

c) Average 7 14%
d) Poor 3 6%
Total 50 100%

Sales

Excellent
Good
Average
Poor

INTERPRETATION:

28% peoples are said excellent,32% peoples are said good, 14% peoples are said average, 6%
peoples are said poor
17] Rank the service given below according to your satisfaction?

No. of Respondents Respondents in %

a) Information in time 20 40%
b) Quick issues of re- 11 22%
imbursement
c) Claim & settlement 3 6%
procedure
d) Good relationship with 16 32%
customers
Total 50 100%

Sales

information in time
Quick issues of reimbursement
Claim & settlement procedure
Good relationship with
customer

INTERPRETATION:

40% peoples are said information in time, 22% peoples are said quick issues of re-
imbursement,6% people are said claim & settlement procedure ,32% peoples are said good
relationship with customers
18] Based on your overall experience, would you visit this service center again? And also
would you recommend your friends & relatives.

No of respondents percentage

Yes 44 88%
No 6 12%
Total 50 100%

Sales

YES
NO

INTERPRETATION:

88% peoples are said they will visit service center again, 12% peoples are said they will not visit
service center again
 CHAPTER-5
FINDINGS AND SUGGESTIONS
AND CONCLUSION
FINDINGS:-
1)Over all services provided by the renuka hero is
good
2)There is no any home delivery after the vehicle
serviced
3) Employees are well disciplined in the
organization
4)staff is very co-operative & polited
5) service team is very helpful with the customer
6) organization services are timely manner
7) organization will do the call for the customers for
their vehicle services
Suggestions:-
1) Provide the services on Sunday
2) Provide the home delivery of vehical after the
service
3) Provide the watting entertainment
THANK YOU