A PROJECT REPORT ON

“AN IN-DEPTH STUDY ON CUSTOMER’S PERCEPTION,

PREFERENCE AND SATISFACTION TOWARD HONDA ACTIVA OF
HONDA MOTORCYCLE AND SCOOTER INDIA PVT. LTD.
(HMSI) AT VADODARA CITY.”

Submitted by

Ms. JAIMINI B. PRAJAPATI

SEAT NO: 618110

In Partial Fulfillment for the Award of the Degree

Of

BACHELOR OF BUSINESS ADMINISTRATION

Under the guidance of

Ms. NAMITA PANDYA

Faculty of Commerce

The Maharaja Sayajirao University of Baroda

Vadodara

31 March 2017

1
 BONAFIED CERTIFICATE

Date: April 2017

This is to certify that this project report entitled “An In-depth study on Customer`s
Perception, Preference and Satisfaction toward „Honda active‟ of Honda Motorcycle
and Scooter India Pvt. Ltd. (HMSI) at Vadodara city.”is submitted to the Registrar
(Examination), The Maharaja Sayajirao University of Baroda through the Director BBA
Program, Faculty of Commerce. This report has been prepared by the undersigned Miss.
Jaimini Prajapati (Roll No. 600110) studying in T.Y.BBA 6th Semester in partial fulfilment of
the requirement for the award of the degree of “Bachelor of Business Administration”.

This is to certify that Miss. Jaimini Prajapati has carried out this work under our personal
supervision and guidance. The work is an original one and has not been submitted earlier to
the university or to any other Institute/Organization for fulfillment of the requirement of a
course or for award of any Degree/Diploma/Certificate. All the sources of information used
in this Project Report have been duly acknowledged in it.

Miss. Namita Pandya Miss. Jaimini Prajapati

Research Guide Research Scholar

Date : 31st March 2017 Date : 31st March 2017

Place : Vadodara Place : Vadodara

2
 ACKNOWLEDGEMENT

The fulfillment of Project is in consequences of integrated efforts of a number of people. This

Project Report has been possible by guidance and efforts of many people. I hereby, take this
opportunity to express my sincere gratitude to all those for their help and guidance. I would
like to express my genuine gratitude to Ms. Namita Pandya for her valuable guidance in
research and analysis throughout the project. With her unremitting support and direction, I
have been able to complete this project and learn a lot. She really helped a lot in identifying
and rectifying the mistakes during the course of the project.
I would also like to thank my parents for their unfaltering support and guidance during the
project.
I would also like to express my gratitude to my colleagues who helped me while completing
the project.

3
 CERTIFICATE OF ORIGINALITY

Date: April 2017

Ms. Jaimini B. Prajapati EXAM SEAT NO-618110 the undersigned hereby declare that
the project report entitled, “An In-depth study on Customer`s Perception, Preference and
Satisfaction toward „Honda active‟ of Honda Motorcycle and Scooter India Pvt. Ltd.
(HMSI) at Vadodara city.” submitted in partial fulfillment for the award of the Bachelor of
Business Administration Degree for the academic year 2016-2017 for the evaluation in lieu
of the Annual Examination to be held in April, 2017 is my own work and has been carried
under the guidance of Ms. Namita Pandya.

The work is an original one and has not being submitted earlier to this university or to any
other institution/organization for fulfillment of the requirement of a course or for award of
any Degree/Diploma/Certificate. All the sources of information used in this project report
have been duly acknowledged in it.

(Signature of Research Guide) (Signature of Student)

Ms. Namita Pandya Jaimini Prajapati
Roll No.: 618110
TY BBA (Div – 2)
Date : 31st March 2017 BBA Programme
Place : Vadodara Faculty of Commerce
The MS University of Baroda.

4
 CHART OF CONTENTS

Sr. Particulars Page

No. No.

 Bonafied Certificate 2

 Acknowledgement 3

 Certificate of Originality 4

 List of Table 7

 List of Figures/Charts 8
1. Introduction 9
1.1 Customer Satisfaction:- 9
1.2 Customer Perception: 10
1.3 Customer Preference 12
1.4 Two wheeler industry 12
1.5 PESTAL analysis 14
2. Review of literature 19
3. Company profile 23
3.1 Company History 24
3.2 Product of Honda Activa 25
4. Research Methodology 30
4.1 Rational of the study 30
4.2 Scope & coverage of the study 30
4.3 Objective of the study 30
4.4 Research design of the proposed research study 31
4.5 Research methodology 31
4.6 Significance of the proposed research study 32
4.7 Limitation of the proposed research study 32
5. Data analysis and Interpretation 33
6. Finding, Conclusion and Recommendations 54
6.1 Finding 54

5
 6.2 Suggestion 55
6.3 Conclusion 56
 References/Bibliography 58

 Questionnaire 59

Table No. List of Table. Page No.

1. Classification Based On Study

6
 1.1 Table showing How many customer have two wheeler
1.2 Table showing type of two wheeler
1.3 Table showing company of two wheeler
1.4 Table showing model of Honda company
1.5 Table showing why customer prefer Honda Activa
1.6 Table showing reference of Honda Activa
1.7 Table showing pickup & performance of Activa
1.8 Table showing mileage & maintenance of Activa
1.9 Table showing Quality of Activa
1.10 Table showing using the time period of Activa
1.11 Table showing Source of finance to purchase Activa
1.12 Table showing how many customer suggested to innovation
1.13 Table showing the company should development in which point
of new Activa

1.14 Table showing how many customer re-purchase Honda Activa.

Personal Information Of Respondents

2.1 Table showing Gender of customer
2.2 Table showing Age of customer
2.3 Table showing Marital status of customer
2.4 Table showing Education of customer
2.5 Table showing Occupation of customer
2.6 Table showing how many customer living in joint family
2.7 Table showing family member of customer

Chart No. List of Chart Page No.

1 The perceptual process model
2 Growth in at least five years in fiscal 2017

7
 3 PESTEL analysis model
4 Classification Based On Study
4.1 Chart showing How many customer of two wheeler
4.2 Chart showing type of two wheeler
4.3 Chart showing company of two wheeler
4.4 Chart showing model of Honda company
4.5 Chart showing why customer prefer Honda Activa
4.6 Chart showing reference of Honda Activa
4.7 Chart showing pickup & performance of Activa
4.8 Chart showing mileage & maintenance of Activa
4.9 Chart showing Quality of Activa
410 Chart showing using the time period of Activa
4.11 Chart showing Source of finance to purchase Activa
4.12 Chart showing how many customer suggested to innovation
4.13 Chart showing the company should development in which point of
new Activa

4.14 Chart showing how many customer re-purchase Honda Activa.

5 Personal Information Of Respondents

5.1 Chart showing Gender of customer
5.2 Chart showing Age of customer
5.3 Chart showing Marital status of customer
5.4 Chart showing Education of customer
5.5 Chart showing Occupation of customer
5.6 Chart showing how many customer living in joint family
5.7 Chart showing family member of customer

8
 Chapter -1 Introduction

CHAPTER–1 INTRODUCTION

1.0 INTRODUCTION

1.1 Customer Satisfaction:-

Business always starts and closes with customers and hence the customers must be
treated as the King of the market. All the business enhancements, profit, status, image etc. of the
organization depends on customers. Hence it is important for all the organizations to meet all the
customers‟ expectations and identify that they are satisfied customer.

Rai (2008) draws the basic formula of customer satisfaction as:

Customer satisfaction = Customer Perception of the Service Received – Customer Expectation

of Customer Service

Customer satisfaction is a feeling of pleasure or disappointment resulting from comparing

a products perceived performance or outcome in relation to his/her expectation

Customer satisfaction is the measure of how the needs and responses are collaborated and
delivered to excel customer expectation. It can only be attained if the customer has an overall
good relationship with the supplier. In today’s competitive business marketplace, customer
satisfaction is an important performance exponent and basic differentiator of business strategies.
Hence, the more is customer satisfaction; more is the business and the bonding with customer.

Customer satisfaction is a part of customer’s experience that exposes a supplier’s behavior on

customer’s expectation.

It is necessarily required for an organization to interact and communicate with customers on a

regular basis to increase customer satisfaction. In these interactions and communications it is
required to learn and determine all individual customer needs and respond accordingly. Even if
the products are identical in competing markets, satisfaction provides high retention rates. For
example, shoppers and retailers are engaged with frequent shopping and credit cards to gain

8
 Chapter -1 Introduction
customer satisfaction, many high end retailers also provide membership cards and discount
benefits on those cards so that the customer remain loyal to them.

1.1.1 Levels of Customer Satisfaction

When discussing categories of customer satisfaction levels, Williams and Buswell

(2003) refer to Oliver’s theory that divides potential customer satisfaction levels into
three categories:

First, negative disconfirmation happens when the level of service turns out to be
worse than expected by the customer.

Second, Positive disconfirmation, is the case where the service is better than
expected by the customer.

Third, simple disconfirmation, happens when the level of service matches the
level of service expectations.

A range of authors have offered explanations about differences between service

quality aspect belongs to Oliver (1997) as mentioned by Williams and Buswell (2003) as
presented on the following table:

Service Quality Customer Satisfaction

Evaluated using specific clues Evaluation more holistic

Based on perceptions of “excellence” Based on needs

9
 Chapter -1 Introduction

Cognitive Emotional

1.2 Customer Perception:-

Perception is an assumption, belief or opinion often held by many which is based

on appearances. In the words of Wilkie (1994) „Perception is the process of sensing,
selecting & interpreting consumer stimuli in the external world‟ or in the words of
Lindsay, P & Norman, D. (1997) perception is „the process by which organisms interpret
and organize sensation to produce a meaningful experience of the world‟.

The role of the human perception is one of the most important questions. If we
would be able to understand how the human brain perceives information and operate it,
and how do we make our decisions, we could more precisely make the future forecasts
and increase our efficiency. We obtain information from the external world from our
senses; taste, hearing, smell, touch, sight. Than we somehow integrate and analyses
perceived information and make our decision. Decision is an “outcome of mental
processes(Cognitive process)leading to the selection of a course of action among several
alternatives. Every decision making process produces a final choice‟. How do we make a
decision or even better to ask what leads us to make a decision? In this era of cut throat
competition, no company can even survive in the market place without knowing its
products strengths and weaknesses, opportunities and threats. It has to fortify itself
against threats from the environment and exploit its strengths or increase profits. And in
order to do so, the company has to conduct regular surveys to know the customer‟s
opinions, needs, and preferences. This helps the company to manufacture the product like
wise for each customer’s expectations. It hasnow become more important for the

10
 Chapter -1 Introduction
customer confidence and higher positioning of buyer perception. Thus, Surveys becomes
genuine key to success.

1.2.1 The perceptual process:-

The perceptual process in terms of marketing is the consumer being influenced by

stimuli such as sights, sounds, smells, tastes and textures. Next the consumer develops a
sensation from these, thus drawing their attention, interpreting these stimuli and
generating a response. This is shown below:

Sensation Meaning

Stimuli
Sensory
Receptors Attention Interpritation Response

• Sights
• Sounds
• Smells
• Tastes
• Textures

Perception

( 1.1 Perceptual process )

1.3 Consumer preference:-

11
 Chapter -1 Introduction
Consumer preference" is a marketing term meaning a consumer likes one thing
over another. For goods. Companies rely on surveys, information and data in order to
customize products and services based upon consumer preferences, according to
Cambridge Online Dictionaries.

Consumer preferences are becoming increasingly known through online sources,

according to Maritz. Younger people expect companies to communicate online through
forums and social media. Companies also attempt to listen to consumers' needs through
online sources as well. Young consumers between 18 and 24 prefer generic online
messages rather than private communications through email.

1
https://ljfindlater.wordpress.com/tag/the-perception-process/
Consumer preference is a general term applied to all facets of marketing products
and services. This is not to be confused with the more-specific term brand preference,
which relates to consumers preferring one brand over competing brands. If one brand is
unavailable, consumers will likely choose another brand to fill the gap.

A revealed preference is also a subset of consumer preferences in that companies

determine consumption behavior based upon sales numbers. The theory is that companies
can change strategies if consumers buy one product over another. The revealed
preference theory was first promulgated in 1938.

1.4 Two wheeler Industry:-

MUMBAI: India's two-wheeler industry is set to record its fastest growth in at
least five years in fiscal 2017, boosted by plentiful monsoon rains that invigorated the key
rural market and higher spending expected in cities because of a salary hike to
government staff.
Players are predicting the market to grow at least in high single digit in current
fiscal year through March 2017. If the monsoon rains continue to be plentiful, the rate
may even break into double digits.

12
 Chapter -1 Introduction

( 1.2 Growth in at least five years in fiscal 2017)1

"The prospective buyer has been deferring his purchase for way too long. He is
expected to come back thanks to the improved macro-economic sentiment," said YS
Galleria, the head of sales and marketing at Honda Motorcycle & Scooter, the country's
second largest two-wheeler maker. "The festive season this year is going to be among the
best we have seen in recent years. We expect the market to grow by 9-10%." If the
monsoon is good, growth may even exceed this forecast, he added.
The two-wheeler market grew 14% in the April to June period, the first quarter of
the fiscal year, albeit on a low base. Scooter sales have grown at a rapid pace of 27.12%
due to increased supply from Honda and with other companies getting aggressive in the
segment. The motorcycle segment, which has been a laggard in recent years, expanded
8%.
Motorcycle sales in the past four to five years had increased at less than 4%.
Industry experts cite abnormal rainfall, which hurt the rain-dependent rural economy that
drives motorcycle sales, for the weak performance.

This time, with a normal monsoon so far and the upcoming salary hike to
government employees, both rural and urban folks are expected to have disposable

1 Economictimes.indiatimes.com

13
 Chapter -1 Introduction
income, and a part of that is expected to be spent on consumer durables. Two-wheeler
makers, too, expect to benefit from this discretionary spending. Hero Moto Corp
projected high single digit growth both for the company and the industry.

1.3.1 Honda Motorcycle and Scooter India

While the overall two-wheeler industry was struggling to get numbers in the first
quarter of this calendar year, Honda Motorcycle & Scooter India (HMSI) continued to
post growth. Thanks to great demand for Activa range, the company sold a total of
11,54,458 units recording an growth of 8.68 per cent. However, motorcycle segment
remained a cause of worry for the Japanese two-wheeler maker in this quarter since it
recorded a decline of 7.89 per cent in motorcycle volumes.

The growth continued in the Q2 CY15 as well, as the company's volumes were
up by 6.5 percent year-on-year with total sales of over 10.14 lakh units between AprilJune
2015. Similar to the industry trend, HMSI too saw drop in its volumes in CY15 third
quarter (July-September) as it recorded almost flattened growth. For the first time this
year, the Japanese maker saw a decline of 2.13 per cent in its volumes in September.
While the festive month October helped the company achieve a record sales of 4,31,887,
up by 13.31 per cent, the company saw its steepest fall of 11.82 per cent at 3,11,946 units
in November 2015.

1.5 PESTAL Analysis:-

1.5.1 Political:-

In 2002, the Indian government formulated an auto policy that aimed at promoting
integrated, phased, and self-sustained growth of the Indian automotive industry. Allows
automatic approval for foreign equity investment up to 100% in the automotive sector and
does not lay down any minimum investment criteria.

14
 Chapter -1 Introduction
Govt. has granted concessions, such as reduced interest rates for export financing.
Formulation of an appropriate auto fuel policy to ensure availability of adequate amount
of appropriate fuel to meet emission norms

Establish an international hub for manufacturing small, affordable passenger cars

well as tractor and two wheelers. Ensure a balanced transition to open trade at minimal
risk to the Indian economy and local industry

Assist development of vehicle propelled by alternate energy source. Lying

emphasis on R&D activities carried out by companies in India by giving a weighted tax
deduction of up to 150% for in house research and R&D activities. Plan to have a
terminal life policy for CVs along with incentives for replacement for such vehicles

( 1.3 PESTEL Analysis Model )

15
 Chapter -1 Introduction

1.5.2 Economic:-

Economic pressures on the industry are causing automobile companies to

reorganize the traditional sales process. Weighted tax deduction of up to 150% for
inhouse research and R & D activities. More than 90% of the CV purchase is on credit.
Finance availability to CV buyers has grown in scope during the last few years.

The increased enforcement of overloading restrictions has also contributed to an

increase in the no. of CVs plying on Indian roads. Several Indian firms have partnered
with global players. While some have formed joint ventures with equity participation,
other also has entered into technology tie-ups.

Exports have decreased in F.Y 2012-13, but domestic sale have increased. The
Indian economy has grown at 8.5% per annum. The manufacturing sector has grown at
810 % per annum in the last few years. Contributes about 4 per cent in India's Gross
Domestic Product (GDP). 5 percent in India's industrial production. Generated about 4.5
lakh of direct employment

1.5.3 Social:-
Since changed lifestyle of people, leads to increased purchase of automobiles, so
automobile sector have a large customer base to serve. The average family size is 4,
which makes it favorable to buy a four wheeler.

85% of cars are financed in India. Car priced below USD 12000 accounts for
nearly 80% of the market. Vehicles priced between USD 7000-12000 form the largest
segment in the passenger car market.

Indian customers are highly discerning, educated and well informed. They are
price sensitive and put a lot of emphasis on value for money. Preference for small and
compact cars. Preference for fuel efficient cars with low running costs.

16
 Chapter -1 Introduction
1.5.4 Technological:-
More and more emphasis is being laid on R & D activities carried out by
companies in India Technological solutions helps in integrating the supply chain, hence
reduce losses and increase profitability.

The Government of India is promoting National Automotive Testing and R&D

Infrastructure Project (NATRIP) to support the growth of the auto industry in India With
the entry of global companies into the Indian market, advanced technologies, both in
product and production process have developed With the development or evolution of
alternate fuels, hybrid cars have made entry into the market

Internet makes it easy to collect and analyze customer feedback Few global
companies have setup R &D centers in India.

Major global players like audi, BMW, Hyundai etc have setup their manufacturing
units in India.

1.5.5 Environmental:-

Physical infrastructure such as roads and bridges affect the use of automobiles.
Physical conditions like environmental situation affect the use of automobiles.

Increasing number of vehicles on road is also increasing the pollution. Option

could be electric vehicles (?) Best option is Biofuel.

1.5.6 Legal:-
The automotive regulations in India are governed by the Ministry of Shipping,
Road Transport & Highways

The principal instrument governing the automotive sector in India is the Motor
Vehicles Act, 1988 (MVA) along with the Central Motor Vehicles Rules 1989 (CMVR)

The Act governs emission norms and safety standards in India

For preparing safety standards, consideration is on various aspects. The Indian

standards and norms are at par with international standards

17
Chapter -1 Introduction

18
 Chapter – 2 Review of Literature

CHAPTER– 2 REVIEW OF LITRATURE

2.0 Review of literature:

2.0.1 Defination:-
 Customer satisfaction:-

Kotler (2000) defined Customer satisfaction as: “a person's

feelings of pleasure or disappointment resulting from comparing a
product's perceived performance (or outcome) in relation to his or her
expectations”.

 Customer Perception:-

Perception can be define as the process by which an individual

selects, organizes and interpret stimuli into a meaningful and coherent
picture of the world (Schiff man& Kanuk, 2000)

 Customer Preference:-
Consumer preference" is a marketing term meaning a consumer
likes one thing over another. For goods. Companies rely on surveys,
information and data in order to customize products and services based
upon consumer preferences, according to Cambridge Online Dictionaries.

2.0.2 Review of literature:

 Gordon Fullerton (2006),

“Putting relationship in CRM”, that JEEP, a division of Daimler Chrysler
Automobile Company, has served a classic example of CRM program that
provides a considerable value to both the customers and the firm by developing a
program exclusively for jeep owners and fostered a community that is highly
effectively committed to the product, the brand and the customers.

19
 Chapter – 2 Review of Literature

Dima Jamali, (2007)

“A study of customer satisfaction in the context of a public private
partnership” they explored that the purpose of this paper is to present the results of
an original satisfaction survey in the context of a new public private partnership
(PPP) in the Lebanese postal sector, highlighting traditionally overlooked linkages
between PPPs, quality management and customer satisfaction. The ascendancy of
PPPs in recent years has been attributed to key drivers including greater value for
money, and enhanced service quality. However, very few studies to date have
investigated the success of service performance improvement in the PPP context,
by gauging customer satisfaction. The paper is a literature review and customer
satisfaction survey, The finding in this paper suggest a good level of satisfaction
with the quality of services received through the PPP in question but mixed results
concerning the impact of customer characteristics on satisfaction ratings. In this
paper, the relationship between customer satisfaction and quality is reviewed.
Customer satisfaction is measured in the PPP context and a neglected dimension
in customer satisfaction measurement addressed namely, whether ratings of
satisfaction vary systematically on the basis of customer characteristics.

 Biswajit Mahanty and Virupaxi Bagodi (2007)

More than 55 million two-wheelers are moving on Indian roads.
Accordingly, two-wheeler service sector should have generated revenue
amounting to INR 100,000 million per year, but in reality, this has not been
realized in the organized service sector, the Indian two-wheeler service industry
has not considered servicing as a line of business and providing conveniently
reliable services is most important in two-wheeler services in India to capture the
market.

20
 Chapter – 2 Review of Literature

Biswajit Mahanty and Virupaxi Bagodi (2007).

Honda Motor wants to be number one in the Indian market and the
company wanted 30% of Honda’s global sales to come from Indian operations by
2020. HMSI have had issues related to production in the past with most of its
models having the longest waiting period in the country, this reduced in Honda’s
penetration in the rural market, which is less than a third of Hero Moto Corp.

• Arvind Saxena (2010)

Director and Board member (marketing and sales), Honda Motor India
(HMIL) “No company in automobile sector can fight competition on price.
Companies need to have the right product, distribution, CRM and after sales
service network to grow. Biswajit Mahanty and Virupaxi Bagodi (2006)

• Brijesh Kumar (2011)

Honda Motors Ltd is running a program called Good life Passport to

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

• Abhijeet Singh (2011)

Honda Motor uses a customer relationship management and dealer

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

21
 Chapter – 2 Review of Literature

Kevin Keller (2012)

Caterpillar has become a leading firm by maximizing the total customer
value with the help of effective CRM, best after sales service in the industry and
better trained dealer. This allows the firm to command a premium price of 10% to
20% higher than competitors such as Volvo, Komatsu etc.

• Philip Kotler (2012)

Harley – Davidson dealers ranging from the CEO to the sales staff,
maintain personalized relationships with customers through face to face and social
media contact. Knowing customers as individuals and conducting ongoing
research to keep up with their changing expectations and experiences which helps
Harley – Davidson to define their customers’ needs better.

• Dr. S.K.Sinha & Ajay Wagh

Dr.S.K.Sinha & Ajay Wagh examined that India is one of the fastest
growing telecommunication markets of the twenty first century. The common
man, artisans, agricultural labors, vendors and workers from every walk of life are
comfortably using the services provided by telecom industries. The potential of
capturing market segment will surely depend upon understanding dynamics of
customer’s preference.

• According to Lewis &Boom

service quality is considered as a measure of how well the service

delivered matches customers’ expectations on providing a better service than the
customer expect organizational brand promotional strategies should be based on
developing innovative offers &products, developing cost friendly value driven
packages and tariffs, offering quality services after sales service & ability to make
calls without getting cut off &also to provide cheaper cost of calls to other
networks.

22
 Chapter – 3 Company Profile

CHAPTER –3 COMPANY PROFILE

3.0 Company Profile :

Honda is the world’s largest manufacturer of two Wheelers , Recognized

the world over as the symbol of Honda two wheelers , the “Wings” arrived in India
as Honda Motorcycle and Scooter India Pvt. Ltd. (HMSI ), a 100% subsidiary of
Honda Motor Company Ltd. Honda Motor Company is by far the world's biggest
motorcycle maker. Honda's first motorcycle was born out of necessity in immediate
post World War II Japan, where public transportation was desperately overcrowded
and gasoline severely restricted. Unique practices create unique organizations

Honda has been the world's largest motorcycle manufacturer since 1959, as
well as the world's largest manufacturer of internal combustion engines measured
by volume, producing more than 14 million internal combustion engines each year.
Honda surpassed Nissan in 2001 to become the second-largest Japanese automobile
manufacturer. As of August 2008, Honda surpassed Chrysler as the fourth largest
automobile manufacturer in the United States. Honda is the sixth largest automobile
manufacturer in the world.

Honda was the first Japanese automobile manufacturer to release a dedicated

luxury brand, Acura, in 1986. Aside from their core automobile and motorcycle
businesses, Honda also manufactures garden equipment, marine engines, personal
watercraft and power generators, amongst others. Since 1986, Honda has been
involved with artificial intelligence/robotics research and released their ASIMO
robot in 2000. They have also ventured into aerospace with the establishment of GE
Honda Aero Engines in 2004 and the Honda HA-420 Honda Jet, scheduled to be
released in 2011. Honda spends about 5% of its revenues into R&D
Honda was established upon the fundamental belief in the value of each
individual. Based on our philosophy, we respect independent spirit and freedom,
equality and mutual trust of human beings who work for or come in contact with
our company.

23
 Chapter – 3 Company Profile

3.1 Product of Honda:

 Current lineup
• Pleasure
• Maestro
• Maestro Edge
• Duet
• HF Dawn
• HF Deluxe
• HF Deluxe Eco
• Splendor+
• Splendor Pro
• Splendor Pro Classic
• Splendor iSmart
• Passion Pro
• Passion Pro TR
• Passion XPro
• Super Splendor
• Glamour
• Glamour FI
• Ignitor
• Achiever
• Impulse
• Hunk
• Xtreme ( thriller in LATAM)
• Xtreme Sports ( Thriller Sports in LATAM)
• Karizma R
• Karizma ZMR

 DISCOUNTED
• Sleek
• Street
• Ambition 133, ambition 135
• CBZ, CBZ Star
• CBZ extreme

24
 Chapter – 3 Company Profile

• CD 100, CD 100 SS, Hero Honda Joy, CD Dawn, CD Deluxe (self Star)

 IN DEVLOPMENT
• HX 250
• iSmart 110
• Xtreme sports 200

 Scooter Plant, Vithalapur, Gujarat:

The new plant of Honda Motorcycle and Scooter India Pvt Ltd (HSMI) in
Vithalapur is the fourth HSMI plant in India and the first scooter plant.

( Scooter plant, Vithalpur, Gujarat)

(Figure No 3.8)
In pic: Employees work on an assembly line of Activa scooters at the new plant of
Honda Motorcycle and Scooter India PVT Ltd (HSMI) in Vithalapur, some 80 km from
Ahmedabad.

3.2 Product of Honda activa:-

The all new activah :

 Activa 3G

25
 Chapter – 3 Company Profile

 Activa 125
 Activa i
 Aviator
 Dio
 Navi

1) Activa 3G :
The all new ACTIVAH!
 TOP MILEAGE:-
Honda Eco Technology (HET) ensures optimum performance &
superb mileage of 60 Kmpl*
 COMBI BRAKE SYSTEM:-
Combi brake system (CBS) reduces the braking distance with more
stability.
 TUBELESS TYRES:-
Tubeless tyres reduce chances of immediate deflation in case of
punchure.
 OPTIMUM STORAGE SPACE:-
Large storage space ensures enough space for full helmet and
accommodate other belongings as well.
 CLIC MECHANISAM:-
Convenient lift-up independent cover (Clic) offers easier & faster
servicing
 CONFORTABLE SITTING POSTURE:-
ACTIVA 3Gs upright sitting posture has been specially designed to make
rides joyful & fatigue- free.

 PREMIUM 3D EMBLEM:-
Added Style & Premiumness new Activa 3G Emblem which further
enhances its look.
 EDGEY SIDE PANEL:-
Its edgy side panels highlight its body design and give a stylish look.

26
 Chapter – 3 Company Profile

 APPEALING FRONT STANCE:-

Appealing front stance of Activa 3G & its articulated compliment tis &
its articulated surface complement its style element.
 ATTRECTIVE HEAD LIGHT:-
Head light & side indicators have been redesigned to give a more
attractive look.
 EXPLICIT INSTRUMENT PANEL:-
Activa 3G features clear instrument panel depicting all the micro details
required. Equipped with fuel gauge & indicator lamps.
 ELEGANT TAIL:-
The newly designed tail lamp and classic clear winners distinguish it
from rest.

 Technical Specification:
I. Body Dimensions:-
- Length 1761
mm
- Width 710
mm
- Height 1149
mm
- Wheel base 1238
mm
- Ground Clearance 153
mm
- Seat Height 765
mm
- Kerb weight 108 kg
- Fuel Tank Capacity 5.3 L

27
 Chapter – 3 Company Profile

( Activa 3G)

( Figure No 3.14) II.

Engine:-
- Type :- Air Cooled, 4 Stroke, SI Engine - Cylinder capacity :- 109.2
CC.
- Max net Power:- 5.83 kw (8bhp) @7500 rpm
- Max Net Torque :- 8.83 Nm @ 5500 rpm
- Bore ;- 50 mm
- Stroke :- 55.6 mm
- Compression Ratio :- 9.5:1
- Air Filter Type :- Viscous Paper Filter^
- Starting Method:- Kick/ Self III. Transmission :- - Type :- V-
Matic
- Max Speed :- 82 kmph

28
 Chapter – 3 Company Profile

IV. Tyres & Brakes :-

- Tyre Size (Front) 90/100-10
- Tyre Size (Rear) 90/100-10
- Rim Size (Front) 10 inch
- Rim Size (Rear) 10 inch
- Brake Tyre & Size (Front) Drum 130mm
- Brake Tyre & Size (Rear) Drum 130mm (CBS)

V. Frame & Suspension :- - Frame Type :- Under Bone

- Front:- spring Loaded Hydraulic Type
- Rear :- spring Loaded Hydraulic Type

VI. Electricals :-
- Battery :- 12V 3Ah (MF)
- Head lamp :- 12V 35/35W
-
VII. Color :-
- Black
- Geny Grey Metallic
- Lusty Red metallic - Trance Blue Metallic
- Pearl amazing White.

29
 Chapter – 4 Research Methodology

CHAPTER –4 RESEARCH METHODOLOGY

4.1 RATIONAL OF THE STUDY:

 I have chosen Honda because it is one of the biggest Two wheeler brand not only
in India but also globally. Honda is one of the fastest paced activa products
worldwide. Honda posed an exciting opportunity to study a brand that is
automatically associated with youth and also in old generation.
 The Proposed Research Study focuses on Customer`s Expectations as well as
Customer`s satisfaction of the Honda activa. The study would be attempted to
explore and describe the service quality, product quality
which derives the customer`s satisfaction, Perception & Preference.

4.2 SCOPE & COVERAGE OF THE STUDY:

 The research study will be provide suggestions on improving the standard,
services and quality of the Honda activa. This research study helps to understand
the customer`s perception, customer`s preference, customer`s satisfaction, towards
Honda activa. The study aims on buying decisions selected respondents from the
customer of Honda activa in selected city called Baroda.

 This will focus in different marketing strategy of Honda. The project will be based
on study and evaluation of a sample of 100 customers of Ganesh Motors.

4.3 OBJECTIVE OF THE STUDY:

 Primary objectives:
• Study on customers preference ,perceptions ,and satisfactions toward Honda activa.

 Secondary objectives:
• To know about the Honda company.
• To find out the customers satisfaction level towards Honda Activa services.
• To find out the factors that influence on customers, when they are purchasing Honda
bikes.

30
 Chapter – 4 Research Methodology

4.4 RESEARCH DESIGN OF THE PROPOSED RESEARCH STUDY:

A research design is considered as the framework or plan for a study that
guides as well as helps the data collection and analysis of data. Present study is an
analytical and descriptive in nature and based on empirical study of single prospective
of research design.

4.5 RESEARCH METHODILOGY:

 Source of Information or Data:

The researcher would make the use of both primary data and secondary data sources of
information the case may be.
 Primary data:
The primary data will be obtained from the selected consumers & employees of
Ganesh Honda motors in Vadodara.
 Secondary Data:
The secondary data will be obtained from published, unpublished, literature on
the topic and from the journals, magazine, newspapers, books, website or
other relevant services.

 Research Instruments:
To researcher will be put to use structured close ended non-designed questionnaire
to get the responses from the consumer of Honda Activa.

 Sampling decisions:
The researchers propose to follow various sampling decision for conducting the
research study will include the following.

31
 Chapter – 4 Research Methodology

 Representative sample:
The primary data from the consumer who would sing service by Honda active.
The Honda Activa shall be collected and HE and/or SHE shall be regarded as
a representative Sample unit in this research study.
 Sampling frame:
The representative sampling unit in appropriate and justified size would be
conveniently drawn from different customer across various age-groups,
Occupation, education, gender and income from the selected respondents.
 Sample size:
The appropriate number of consumers available for the purpose of the study
will be adequate representative sample will be considered. Minimum 100
representative’s samples will be considered.
 Sample design:
Non-probability sampling design based on convenience sampling will be used for
the proposed research study.
 Sampling method:
The researcher would apply convenience sampling method to draw samples from
selected employees.
 Sampling media:
Sampling media would be taking personal interview for form of filling up of
questionnaire.

4.6 STUDY SIGNIFICANCE OF THE PROPOSED RESEARCH:

The significance of the proposed study will to know the different strategies for
the satisfying consumers of Honda Activa. This study will help to understanding
various features and promotional strategy of Honda Activa.

4.7 LIMITATIONS OF THE PROPOSED RESEARCH STUDY:

 Research was limited to only two wheeler motorcycle industry  Research was restricted
to Baroda only.
 Since it is limited only to two wheeler motorcycle industry so the entire customer
satisfaction level while and after purchasing a product cannot be projected on this
research.

32
 Chapter -5 Data analysis & Interpretation

CHAPTER –5 DATA ANALYSIS & INTERPRETATION

Question 1: Do you have any Two wheeler?

Table - 1
Particular Frequency Percentage(%)
Yes 100 100
No 0 0
Total 100 100

Chart 1

Two wheeler
0%

Yes
No

100%

INTERPRETATION:

Out of 100 respondent 100% customer have two wheeler. It means in Vadodara
there are almost family have a two wheeler.

33
 Chapter -5 Data analysis & Interpretation

Question 2: Which type of two wheeler you have?

Table - 2
Particular Frequency Percentage(%)
Moped 2 2
Bike 25 25
Scooter 73 73
Any other 0 0
Total 100 100

Chart - 2

Type
0% 2%

25%
Moped
Bike
Scooter
Any other
73%

INTERPRETATION:

Out of 100 respondent 2% people have Moped. 25% people have bike.& 73%
people have scooter.

34
 Chapter -5 Data analysis & Interpretation

Question 3: From which company you purchase two wheeler? (Multiple tick mark
allowed)

Table - 3
Particular Frequency Percentage(%)
Honda 100 87.72
TVS 0 0
Bajaj 4 3.51
Suzuki 2 1.77
Hero 8 7
Total 114 100

Chart - 3

Company
3%
2%
0% 7%

Honda
TVS
Bajaj
Suzuki
Hero
88%

INTERPRETATION:

Out of 100 respondent 88% customer have two wheeler of Honda company.
There are no one who purchase two wheeler of tvs company. & 3% people have two
wheeler of Bajaj company, There are 1.77% Customer have two wheeler of Suzuki
company. & 7% people have two wheeler of Hero company.

35
 Chapter -5 Data analysis & Interpretation

Question 4:- Which model you like to prefer from Honda Activa?

Table - 4
Particular Frequency Percentage (%)
Activa 22 22
Activa i 21 21
Activa 3G 36 36
Activa 125 21 21
Total 100 100

Chart - 4

Model

21% 22%

Activa
Activa i
Activa 3G

21% Activa 125

36%

INTERPRETATION:

Out of 100 respondent 22% people have Activa, 21% people have Activa I,
36% people have Activa 3G. & 21% people have Activa 125.

Question 5: Why did you prefer Honda Activa? (Multiple tick mark allowed)

36
 Chapter -5 Data analysis & Interpretation

Table - 5
Particular Frequency Percentage (%)
Cheaper 17 13.38
Good Mileage 32 25.20
Easy to drive 40 31.50
Companies 17 13.38
Image 19 14.96
Other 2 1.58
Total 127 100

Chart - 5

Performance
2%

13% Cheaper
15%
Good Mileage
Easy to drive
13%
25%
Companies
Image
32% Other

INTERPRETATION:

Out of 100 respondent 13% people prefer for it`s cheaper price, 25% people
prefer for it`s good mileage . & 32% people prefer it because it is easy to drive,
13% people prefer it for the company, 15% people prefer it for it`s image in
market & only 2% people prefer it for any other reson.

Questions 6 :- From where did you get reference or information of Honda Activa?
(Multiple tick mark allowed)

37
 Chapter -5 Data analysis & Interpretation

Table - 6
Particular Frequency Percentage (%)
Friends 49 35.51
Relatives 34 24.64
Promotional Advertisement 10 7.25
Dealer 17 12.32
Sales Person 16 11.59
Mass Media 12 8.69
Other 0 0
Total 138 100
Chart - 6

Reference
0% Friends
9%
Relatives
12%
35%
Promotional
Advertisement
12%
Dealer

7%
Sales Person
25%
Mass Media

INTERPRETATION:

Out of 100 respondent 35% people get reference from their Friends. & 25%
from Relatives. & 7% from Promotional advertisement, & 12% people get reference
from dealers & 12% from sales person & only 9% people have get reference from
mass media.

Question 7: Are you satisfied with the pickup & performance of the vehicle?

Table - 7

38
 Chapter -5 Data analysis & Interpretation

Particular Frequency Percentage (%)

Yes 93 93
No 7 7
Total 100 100

Chart - 7

Pick up & performance

7%

Yes
No

93%

INTERPRETATION:

Out of 100 respondent 93% people are satisfied with the pick up &
performance of Honda Activa. & 7% people are not satisfied with the pick up &
performance of Honda Activa.

39
 Chapter -5 Data analysis & Interpretation

-
Question 8: What do you fill about the mileage & Maintenance of activa?

Table - 8
Particular Frequency Percentage(%)
Excellent 26 26
Good 46 46
Average 21 21
Cheap 7 7
Total 100 100

Chart - 8

Milage & Maintenance

7%

26%
21% Excellent
Good
Average
Cheap

46%

INTERPRETATION:

Out of 100 respondent 26% people fill Excellent mileage & maintenance of
Activa & 46% fill good. & 21% people fill Average mileage & maintenance of
Activa & 7% fill Cheap.

Question 9 : What do you fill about the quality of Honda Activa?

40
 Chapter -5 Data analysis & Interpretation

Table - 9
Particular Frequency Percentage(%)
Excellent 38 38
Good 34 34
Average 25 25
Cheap 3 3
Total 100 100

Chart - 9

Quality
3%

25% Excellent
38%
Good
Average
Cheap

34%

INTERPRETATION:

Out of 100 respondent 38% people fill Excellent Quality of Activa, 34%
people fill Good Quality of Activa, 25% people fill Average Quality of Activa. &
3% people fill Cheap Quality of Activa.

Question 10: Since how long have you been using two wheeler?

41
 Chapter -5 Data analysis & Interpretation

-
Table - 10
Particular Frequency Percentage (%)
Since 1 year 13 13
1 to 2 year 22 22
3 to 5 year 34 34
More than 5 year 31 31
Total 100 100

Chart - 10

Time Period

13%

31% Since 1 year

1 to 2 year
22%
3 to 5 year
More than 5 year

34%

INTERPRETATION:

Out of 100 respondent 13% people use Activa since 1 year, 22% people use
Activa 1 to 2 year, 34% people use Activa 3 to 5 year. & 31% people use Activa
more than 5 year.

Question 11: What is your source of finance to purchase of two wheeler?

42
 Chapter -5 Data analysis & Interpretation

-
Table - 11
Particular Frequency Percentage (%)
Cash 28 28
Bank loan 49 49
Finance company 17 17
Self financing 6 6
Any other 0 0
Total 100 100

Chart - 11

Source of finance
0%
6%

17% 28% Cash

Bank loan
Finance company
Self financing
Any other
49%

INTERPRETATION:

Out of 100 respondent 28% people purchase Activa in cash. but 49% people
purchase Activa in Bank loan. & 17% people purchase Activa in Finance company.
Only 6% people purchase Activa self-financing.

43
 Chapter -5 Data analysis & Interpretation

Question 12 :- Should Company go for innovation in context to development of the new

Activa?

Table - 12
Particular Frequency Percentage (%)
Yes 79 79
No 21 21
Total 100 100

Chart - 12

Innovation

21%

Yes
No

79%

INTERPRETATION:

Out of 100 respondent 79% people agree in context to development for new
Activa. & 21% people disagree in context to development for new Activa.

44
 Chapter -5 Data analysis & Interpretation

Question 13: While going for the development of new Activa which point the company

should keep in mind? (Multiple tick mark allowed)

Table - 13
Particular Frequency Percentage (%)
Acceptability of customer 27 23.28
Scale of economic 16 13.79
Comforts 26 22.41
Design 41 35.34
Any other 6 5.18
Total 116 100

Chart - 13

Development

5%
23%
Acceptability of customer
Scale of economic
35%
Comforts
14% Design
Any other

23%

INTERPRETATION:

Out of 100 respondent 23% people suggest to improve in acceptability of

customer & 14% people suggest to improve scale of economic & 23% suggest to
comfort. & 35% people suggest to improve in Design & 5% suggest to any other.

Question :- 14 Do you want to Re-purchase Honda?

45
 Chapter -5 Data analysis & Interpretation

Table - 14
Particular Frequency Percentage (%)
Yes 88 88
No 12 12
Total 100 100

Chart - 14

Re-purchase

12%

Yes
No

88%

INTERPRETATION:

 Out of 100 respondent 88% people Re-purchase Activa. & 12% people Are not
Repurchase Activa

46
 Chapter -5 Data analysis & Interpretation

Table
Question 15 : Gender

Table – 15
Particular Frequency Percentage (%)
Male 73 73
Female 27 27
Total 100 100

Chart - 15

Gender

27%

Male
Female

73%

INTERPRETATION:

Out of 100 respondents 73% are male. & 27% respondents are female.

47
 Chapter -5 Data analysis & Interpretation

Table -

Question 16 : Age

Table - 16
Particular Frequency Percentage (%)
18 – 24 41 41
25 – 34 27 27
35 – 44 17 17
45 & above 15 15
Total 100 100

Chart - 16

Age

15%

18 – 24
41%
25 – 34
17%
35 – 44
45 & above

27%

INTERPRETATION:

Out of 100 respondent 41% people are in age group 18 to 24 years, 27%
people are in age group 25 to 34 years. & 17% people are in age group 35 to 44
years, 15% people are in age group 45 & above years.

48
 Chapter -5 Data analysis & Interpretation

Table -

Question 17 : Marital status :-

Table - 17
Particular Frequency Percentage (%)
Married 48 48
Unmarried 52 52
Total 100 100

Chart - 17

Marital status

48% Married
52% Unmarried

INTERPRETATION:

Out of 100 respondent 48% people are married. & 52% people are unmarried.

49
 Chapter -5 Data analysis & Interpretation

Table -

Question 18: Education

Table - 18
Particular Frequency Percentage (%)
Secondary 12 12
Higher Secondary 34 34
Graduation 39 39
Post-Graduation 12 12
Any Other 3 3
Total 100 100

Chart - 18

Education
3%

12%
12%
Secondary
Higher Secondary
Graduation
34% Post-Graduation
39% Any Other

INTERPRETATION:

Out of 100 respondents 12% people are only secondary, 34% people
are Higher secondary, 39% people are Graduate. & 12% people are
Postgraduate, 3% people are in any other qualification.

50
 Chapter -5 Data analysis & Interpretation

Question 19 :- Occupation

Table - 19
Particular Frequency Percentage (%)
Student 31 31
Service 38 38
Business 15 15
Professional Practice 4 4
Any other 12 12
Total 100 100

Chart - 19

Occupation

4% 12%
Student
31%
Service
15% Business
Professional Practice
Any other

38%

INTERPRETATION:
Out of 100 respondent 31% people are Student, 38% people are in service,
15% people are in Business, only 4% people are in Professional practice. & 12%
people are in any other field.

51
 Chapter -5 Data analysis & Interpretation

Questions 20:- Are you living in joint family?

Table - 20
Particular Frequency Percentage (%)
Yes 80 80
No 20 20
Total 100 100

Chart - 20

Joint family

20%

Yes
No

80%

INTERPRETATION:

Out of 100 respondent 80% people are living in joint family. & 20% people
are not living in joint family.

52
 Chapter -5 Data analysis & Interpretation

Question 21:- Family member

Table - 21
Particular Frequency Percentage (%)
1 to 2 8 8
3 to 4 44 44
5 & above 48 48
Total 100 100

Chart - 21

Family member

8%

1 to 2
48%
3 to 4

44% 5 & above

INTERPRETATION:

Out of 100 respondent 8% people are living with 1 to 2 family member, 44%
people are living with 3 to 4 family member. & mostly 48% people are living with 5
& above family member.

53
 Chapter – 6 Finding, Conclusion and Recommendations

CHAPTER –6 FINDINGS, CONCLUSION AND

RECOMMENDATIONS

6.1 FINDINGS:
From the survey of Honda Activa We know that all customer were aware
about this company. In Vadodara city there are mostly all family have at least one two
wheeler.
From the survey we can know that there are 73% customer have scooter in two
wheeler. There are still 2% customer have moped , and 25% customer have bike. So
we can say that the most of customer use Honda`s scooter in two wheeler.
In this survey we can see that almost customer prefer two wheeler from Honda
company. There are 98% customer prefer two wheeler from Honda company.
There are so many model`s are in Honda Activa from that the customer mostly
likeable model is Activa 3G. The 22% customer select Activa. 21% customer select
Activa I & 21% customer select Activa 125, & 36% select Activa 3G
So we can say that Activa 3G is favorable model in Honda activa the second
one is Activa 125 it is also favorable from customer. So many customer prefer Honda
Activa because of it is Easy to drive. 31.50% customer prefer Honda Activa because it
is easy to drive, 25.20% customer prefer Honda because of it have good mileage,
14.96% customer prefer it because of its image in market, 13.38% prefer it for its
company, & 13.38% select it because it is cheaper in compare to other. & only 2%
have any other reason for purchase of Honda Activa.
Activa is easy to drive & it have a good mileage so most of the people are
purchase Honda Activa for their family. Most of the customers get reference of Honda
Activa from their Friends & Relatives.
In this survey we know that 93% customer satisfied with the pickup &
performance of Honda Activa. In two wheeler of Honda Activa mileage &
maintenance of vehicle is playing main role. 26% customers are fill that the mileage
& maintenance of Honda Activa is excellent, 46% fill that it is good in mileage &
maintenance.

54
 Chapter – 6 Finding, Conclusion and Recommendations

From the survey 38% customers are fill that the Quality of Honda Activa is
excellent, 34% fill that it is good quality, & 25% fill average, & % customers are fill
that the quality of Honda Activa is cheap.
From the survey of Honda Activa we can say that there are so many customers are
using two wheeler from 3 to 5 years
In India almost people are coming from middle class they cant spend that
much money in one time. 28% customers prefer to purchase two wheeler in cash, 49%
customer prefer to purchase two wheeler from Bank loan.
The almost 79% customer fill that the Honda company of two wheeler have to
innovate in context to development of the active. In survey 35.34% customer fill that
company should change in their design & 23.28% fill that company should change in
their acceptability of customer.
Almost customer of Honda Activa want to re-purchase.

6.2 RECOMMENDATIONS AND SUGGESTIONS:

 The most way the customer knows about the company from their friends and
relatives so the company required doing more publicity in market of Baroda.
 The company required to increase the mileage, style of the Activa
 And also make consider in change of color, and pickup of Activa it is necessary for
the company.
 Being the price of the Honda is high they should try to reduce prices because there
are many other competitors which can be selling at lower cost. If not, the sales may
decrease.
 Company should give some incentives to the dealers for promoting the products of
Honda. They should not neglect dealers. They should select good dealers, which
they can give customer satisfaction.

SUGGESTIONS: (from customers) :-

From the survey of the 100 respondent we get some suggestion from the customer which is
following.

55
 Chapter – 6 Finding, Conclusion and Recommendations

 Offer provider
 Long lasting durability
 It’s too costly.
 I am fully satisfied.
 Please improve the mileage of Activa.
 It is good & comfortable for long drive.
 Add a basket or box in below of handle.
 In Activa we fill the vibration so they have to work on it.
 Reduce the cost.
 Provide proper services.
 Improve the quality of parts, it is too weak

6.3 CONCLUSION:

This study is conducted in Baroda City, with board objective of customer`s

satisfaction, Customer`s Perception, Preference of two wheeler in Honda Activa. For
this purpose 100 customers were selected and obtained the various responses based on
the questionnaire method. Though they are most preferred by women, men also using
Honda Activa.

A study is useful in understanding the customer relationship management of

Honda Activa among the various customers lunching new formation can make Honda
to pioneer in many market segment. Most of the customers agree that the quality of
Honda Activa is good, & the mileage and performance of Activa is excellent.

There are deferent type of models are in Honda Activa in which Activa 3G is
most preferable another is Activa and Activa I & Activa 125 is also sale highly.
Honda is mostly preferred in age group of 18 – 24 years people, there are 41%
customer are coming from this age group. It is used by married and also unmarried
people.
In India most of the customer come from the middle class family so they are prefer
to purchase two wheeler from bank loans.

56
 Chapter – 6 Finding, Conclusion and Recommendations

Honda Activa is mostly purchased by the student because it is easy to drive &
its mileage and maintenance is also good so it is preferable by the student for their
routine transportation.
So many customers suggest to innovation in their design of Honda Activa. Most of
the customers are agree to Re-purchase Honda Activa.
Customer expected from company to introduce a new model of Honda Activa with
some new feature & attractive design.

57
 Reference / Bibliography

 REFERENCES:

 Philip Kotler 2000/e- Marketing Management

 “customer satisfaction toward Honda Activa with special reference of pro.
Swapneel tank “
o RANPARIYA HARDIK B.
o CHAUHAN VIKRAM R.

 Customer Satisfaction towards Honda Two Wheelers: A Case

Study in Tirupati
o 1Dr. Duggani Yuvaraju(PDF-Scholar)& 2Prof. S. Durga Rao o
1,2Department of Management Studies,S.V.University,
Tirupati517502.Andhra Pradesh

 BIBLIOGRAPHY:
 www.wikipedia.com
 www.slideshare.com
 www.hondamotors.com
 www.infoauto.com
 www.scribde.com
 Google scholer.com
 Shodhganga.com

58
 QUESTIONNARIE

“An In-depth study on Customer`s Perception, Preference and Satisfaction

toward „Honda active‟ of Honda Motorcycle and Scooter India Pvt. Ltd.
(HMSI) at Vadodara city.”

Dear Respondent,
I undersigned Prajapati Komalben Kanubhai a student of M.com Final – specialization in
marketing management, Faculty of Commerce. My purpose of this questionnaire is only to study
the customer relationship. The information provided by you will be kept confidential.

1) Do you have any two wheeler?

[ ] Yes
[ ] No

2) Which type of two wheeler you have?

[ ] Moped
[ ] Bike
[ ] Scooter
[ ] Any other………..

3) From which company you purchase two wheeler? (Multiple tick mark allowed) [
] Honda
[ ] Tvs
[ ] Bajaj
[ ] Suzuki
[ ] Hero

4) Which model would you like to prefer from Honda activa?

[ ] Activa
[ ] Activa i
[ ] Activa 3G
[ ] Activa 125

5) Why did you prefer Honda Activa? (Multiple tick mark allowed)
[ ] Cheaper
[ ] Good mileage
[ ] Easy to Drive

59
 [ ] Companies [
] Image
[ ] Other……………………

6) From where did you get reference or information of Honda Activa?(Multiple

tick mark allowed)
[ ] Friends
[ ] Relatives
[ ] Promotional Advertisement
[ ] Dealers
[ ] Sales person
[ ] Mass Media
[ ] Others………………………………….

7) Are you satisfied with the pickup and performance of the vehicle?
[ ] Yes
[ ] No

8) What do you fill about the mileage & Maintenance of activa?

[ ] Excellent
[ ] Good
[ ] Average
[ ] Cheap

9) What do you feel about the quality of activa?

[ ] Excellent
[ ] Good
[ ] Average
[ ]
Cheap
10) Since how long have you been using two-wheeler?
[ ] Since 1 Year
[ ] 1 to 2 Year
[ ] 3 to 5 year
[ ] More than 5 Year

11) What is your source of finance to purchase of two-wheeler?

[ ] Cash
[ ] Bank Loan
[ ] Finance Company [
] Self financing

60
 [ ] Any other…………………………………………..

12) Should company go for innovation in context to development of the new activa?
[ ] Yes
[ ] No
13) While going for the development of new activa which point the company should
keep in mind. (Multiple tick mark allowed)
[ ] Acceptability of customer
[ ] Scale of economic
[ ] Comforts [
] Design
[ ] Others………………………………………………

14) Do you want to Re-purchase Honda?

[ ] Yes
[ ] No

15) Please give suggestions to improve your present brand.

________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________

Personal Detail
1) Name:
………………………………………………………………………………

2) Gender :
[ ] Male
[ ] Female

3) Age :
[ ] 18-24
[ ] 25-34
[ ] 35-44
[ ] 45 &
above

4) Marital Status:

61
[ ] Married
[ ]
Unmarried.

5) Education:
[ ] Secondary.
[ ] Higher secondary.
[ ] Graduation.
[ ] Post-Graduation.
[ ] Any other please
specify………………………..

6) Occupation:
[ ] Student.
[ ] Service.
[ ] Business.
[ ] Professional practice.
[ ] Any other please
specify………………….

7) Are you living in joint family?

[ ] Yes
[ ] No

8) Family Member: [ ] 1 to 2
[ ] 3 to 4
[ ] 5 & above

 Thank You

62