CONTENTS

CHAPTERS TITLE PAGE NO.

CHAPTER 1 INTRODUCTION 1-5
1.1 General introduction 2
1.2 Statement of the problem 2
1.3 Objective of the study 3
1.4 Scope of the study 3
1.5 Research methodology 3
1.6 Limitation of the study 5
CHAPTER 2 THEORETICAL PERSPECTIVE 6-10
CHAPTER 3 INDUSTRY AND COMPANY 11-27
PROFILE
CHAPTER 4 DATA ANALYSIS AND 28-46
INTERPRETATION
CHAPTER 5 FINDINGS, SUGGESTIONS AND 47-50
CONCLUSION
5.1 Findings 48
5.2 Suggestions 49
5.3 conclusion 50
BIBLOGRAPHY 51
APENDIX 53
Questionnaire 54-56
 LIST OF TABLE

TABLE TITLE PAGE

NO. NO.
4.1 Table showing the sex group of respondents 29
4.2 Table showing the age of respondents 30
4.3 Table showing the source of information about occupation and 31
income
4.4 source of information about annual income of customer’s 32
4.5 Table showing that they had heard about Yamaha. 33
4.6 Table showing that they have test drive the vehicle. 34
4.7 Table showing the attractive features of Shaanco Yamaha 35
4.8 Table showing customer opinion about the showroom facilities 36
of shaanco Yamaha
4.9 Table showing the delivery system of two-wheeler in Yamaha 37
4.10 Table showing the opinion about the dealings of sales persons 38
4.11 Table showing the opinion about the service charges of shaanco 39
Yamaha
4.12 Table showing the opinion about the service provided by the 40
company
4.13 Table showing satisfaction level with regards of after sale 41
service of the company.
4.14 Table showing the satisfaction level with regards to customer 42
credit facilities
4.15 Table showing the source of information about Shaanco 43
Yamaha
4.16 Table showing the customer wishes to recommend Shaanco 44
Yamaha to others
4.17 Table companies overall performance of customers 45
4.18 Table showing companies solve the customer complaints 46
 LIST OF CHARTS

CHART TITLE PAGE NO.

NO.
4.1 Chart showing the sex group of respondents 29
4.2 Chart showing the age of respondents. 30
4.3 Chart showing occupation and income 31
4.4 Chart showing the annual income 32
4.5 Chart showing that they had heard about Yamaha 33
4.6 Chart showing that they have test drive the vehicle 34
4.7 chart showing attractive features of shaanco Yamaha 35
4.8 Chart showing customer’s opinion about showroom 36
facilities of shaanco Yamaha
4.9 Chart showing the delivery system of two-wheeler in 37
Yamaha
4.10 Chart showing the opinion about the dealings of sales 38
persons
4.11 Chart showing the opinion about the service charges of 39
shaanco Yamaha
4.12 Chart showing the opinion about the service provided 40
by the company.
4.13 Chart showing the satisfaction level with regards of 41
after sale service of the company
4.14 Chart showing the satisfied level with regarding to 42
customer credit facilities
4.15 Chart showing the source of information about 43
Shaanco Yamaha
4.16 Chart showing the customer wishes to recommend in 44
future Shaanco Yamaha to others.
4.17 Chart showing the overall performance of customers 45
4.18 Chart showing solve the customer complaints 46