Viswesh Project 3915

PROJECT REPORT 2020-2021
A
Study on
CUSTOMER SATISFACTION TOWARDS
YAMAHA MOTORS
Project Report Submitted in partial fulfillment for the
award of Degree of
Bachelor of Business Administration
BY
K.VISWESH
[REGD.NO:18598011067]
Under the Guidance of
Dr.K.JAYA PRAKASH M.Com, M.Phil, Ph.D

Faculty Member
Department of Commerce and Management Studies
St. JOSEPH’S DEGREE COLLEGE, KURNOOL

Affiliated to RAYALASEEMA UNIVERSITY, KURNOOL
(2020-2021)
. .
St. JOSEPH’S DEGREE COLLEGE,

KURNOOL
CERTIFICATE
This is to certify that this is the bonafide project work

entitled “CUSTOMER SATISFACTION TOWARDS
YAMAHA MOTORS’’ carried out by K.VISWESH Registered
no: 18598011067 year 2020-2021 in partial fulfillment of the
requirement for the award of Degree of Bachelor of Business
Administration of Rayalaseema University, Kurnool.
PRINCIPAL PROJECT GUIDE
EXAMINERS
1.
2.
. .
PROJECT GUIDE CERTIFICATE
Mr.K.VISWESH a student of Final B.B.A of

St. JOSEPH’S DEGREE COLLEGE, KURNOOL in partial
Fulfillment for the award of Degree of BACHELOR OF
BUSINESS ADMINISTRATION has done Project entitled ’’,
under my guidance. All the details collected and furnished by
him are true and original to my knowledge.
Place: KURNOOL
Date: PROJECT GUIDE
. .
DECLARATION
I, Mr.K.VISWESH under signed hereby declare that the

project report entitled “CUSTOMER SATISFACTION
TOWARDS YAMAHA MOTORS’’, submitted to St. Joseph’s
Degree College, Kurnool, in partial fulfillment for the award of
Degree Bachelor of Business Administration, affiliated to
Rayalaseema University, Kurnool is drafted by me and is my original
work.
Place: KURNOOL
Date:
Mr.K.VISWESH
. .
ACKNOWLEDGEMENT
I express my heartfelt and sincere gratitude to
Miss. Y. Showrilu Reddy Garu, Director and K. Shantha, Principal,
St. Joseph’s Degree College, Kurnool, for the excellent inspiration
provided.
I express my spontaneous gratitude to my guide K.JAYA
PRAKASH , Lecturer in Commerce and Management studies for
his/her motivation and support.
I also express my thanks to all the faculty of Commerce and
Management department for their continuous encouragement and
support.
I express my sincere thanks to my parents and friends.
Mr.K.VISWESH
. .
CONTENTS
Chapter-1 : Introduction
Chapter-2 : Industrial Profile
Company Profile
Product Profile
Chapter-3 : Objectives
Research Methodology
Limitations
Chapter-4 : Customer Preference
Chapter-5 : Data Analysis and
Interpretation
Chapter-6 : Findings
Suggestions
Chapter-7 : Annexure
Questionnaire
Bibliography
. .
EXECUTIVE SUMMARY
2
EXECUTIVE SUMMARY
Project report on “A study on customer satisfaction towards Yamaha”. Before project there
are many questions in my mind and this project helped to clear all those questions and doubts.
To know the satisfaction level of customers towards Yamaha bikes, to learning the level of
customer satisfaction, to understand the various factors which give customer satisfaction after
the buying of bikes, to assess the reasonable period taken to delivery service at Premium
Bike’s. to understand about Yamaha bikes with regard to the specific customer opinion, To
assess the satisfaction of the customer towards Yamaha vehicles’s.
The marvelous evolution of Indian economy helped the development of two wheeler market.
As of now more and more and more organizations came to the Indian market with progressive
technology. They gave equal important to safety, design, performance and durability. Yamaha
is able to compete with them in all these fields and it has a good and reliable brand image in
the mind of the customer.
3
INTRODUCTION
4
INTRODUCTION
The Japanese company was well known for its musical instruments, but in 1955 it began
producing motorcycles. It began with simple and inexpensive machines but has grown to its
position as a power sports powerhouse, offering some of the best sport bikes, cruisers and
off-road bikes on the market. It ranks second only to Honda as the leader among Japanese
manufacturers. At 1851 Torakusu Yamaha is born. He will train as a watchmaker and make
his first reed organ in his mid-thirties. In 1890 He incorporates Nippon Gakki Company
Limited, for the purpose of making pianos and organs. The company’s origins as a musical
instrument maker are still reflected in its logo, which depicts three interlocking tuning forks. It
becomes the world’s largest musical instrument maker. In 1916 the founder passes away. In
1955 in the years after WWII, the company’s president Genichi Kawakami realizes that if
Japan is to rebuild, the country needs affordable transportation (more than pianos!) The first
Yamaha motorized product is the YA-1 Motorcycle. It’s a 125cc, 2-stroke, single-cylinder
street bike patterned after the DKW RT125 (as were both the BSA Bantam and the Harley-
Davidson Hummer.) The YA-1, aka “Red Dragonfly,” is so successful that Yamaha
incorporates a subsidiary, Yamaha Motor Coppin 1957. The 250cc twin-cylinder YD-1 is an
improved version of another German bike, the Adler. In 1958 the first Yamaha motorcycles
are sold in the USA by Cooper Motors, an independent distributor. The models are the YD-1
(250cc, 2-stroke, twin-cylinder street bike) and MF-1 (50cc, 2-stroke, single-cylinder step-
through street bike). In 1959 The YDS-1 mounts a tuned-up version of the YD-1 motor in a
double-cradle frame (the earlier version was built on a pressed-steel spine). The YDS-1
establishes the pattern for the next 20 years of sporty Yamaha two-stroke Twins. In 1960
Yamaha International Corporation began selling motorcycles in the USA.
5
INDUSTRY PROFILE
6
INDUSTRY PROFILE
The 2 Wheeler Automobile Industry has started in INDIA in 1955, based on the needs ,likes etc and
The World Automobile Industry is a very fast growing industry because of it’s demand ,Craze , Usage
etc in the Public.
Because now-a-days almost every house has and need a 2 wheel motorcycle because of their personal
uses ,etc .
And this is a very beneficial point for Japanese Automobile Giant’s like Yamaha ,Honda , Kawasaki
,Suzuki which produces almost every type of motor vehicles from Normal usage(mileage
efficient),Cruiser ,Dirt Bike’s ,Ghat Road vehicle’s to Sport bike’s for Racing
,Speed etc
At present around 20 to 25 million 2 wheeler’s are sold only in INDIA ,by that you can understand that
how many are sold around the World
Main competitor’s in this Industry are Indian Automobile Giant’s Bajaj ,TVS ,Hero ,Royal Enfield
,Japanese Automobile giant’s like Yamaha ,Honda ,Kawasaki ,Suzuki etc ,also with some European
Class Bike’s like BMW ,Beneli ,KTM ,Aprilla etc
And for all of those giant’s major market is INDIA because of our population ,Purchasing power
,our’s may be smaller Economy than U.S and China but when compared to other African or European
countries we’ve a greater economy(except Germany)
The Industry is divided into many segment’s like Mileage efficient ,Tourer or Cruiser ,Sport’s
,Adventure Model’s
So every area in the World is divided into one particular type of category based on the likes and wishes
of that particular
For example in INDIA most of the people wish to buy the bikes which are more mileage efficient and
Sport’s ,Cruiser models are sold in very less quantity
But in US it’ll be different ,many people likes to buy Sports and Tourer versions and mileage efficient
bikes are sold in a very less quantity
Sometimes it depends on the per capita expenditure in that region
But some giants like Yamaha ,Honda produces all the types of vehicles ,so that they can cover the market in
every segment in every area etc
So that they can be the King of the 2 wheeler motorbike industry
Now-a-days many companies are trying very hard to get Electric vehicles ,because to continue in that
market ,because public are also showing more interest in buying Electric vehicle segment
7
,because they think it reduces Pollution and it need lesser capital than the normal one’s. And the
other reason why INDIA is the biggest market for 2 wheeler companies is because The no:of 2
wheelers in INDIA is equal to half the population of US
By the gradual or rapid increase in the demand or competition in the industry we’re witnessing a lot
changes like change in models or performance or durability etc ,due to this we can get better vehicles
day by day ,because all the companies want’s to be the leader in the Market
By that we can see many types of Ads in Social Media ,Mass Media etc ,this means companies are
spending a lot on Promotions to get Public know about their product etc and one main thing is that ,The
Greatest Automobile manufacturers are not who make or sold many cars ,they are the ones what make
their vehicle special ,unique ,great ,different ,branded etc
1
COMPANY
PROFILE
1
Company profile:-
Yamaha Corporation is a Japanese Multinational corporation and a conglomerate with a very
wide range of products and services founded by Torakusu Yamaha.By today Yamaha is the
worlds largest manufacturer of Piano’s ,it also produses Sound systems ,Displays
,Professional Audio systems ,Apps for IOS and Android, etc ,by this you can understand how
big is Yamaha.
And here we talk about Yamaha Motor Corp,it was founded in 1955 in japan,it is a
subisidiary of Yamaha Group which manufacturers Motor vehicles(mainly 2
wheelers).Yamaha Motor Pvt Ltd made up in India in the year 1985 as the joint venture with
Escorts till 2001,after that Yamaha motor company limited has became a 100(%) percent
subsidiary of Yamaha Japan.In 2008 Mitsui company has made a contract with Yamaha
company to turn out to be a joint investor in India.
Yamaha motor company is extremely customer-driven and is operating it’s businesses in over
33 countries with a total 52,000+ employees
Type - public company.
Industry - Automobiles industry.
Predecessor - YAMAHA MOTOR PVT LTD.
Headquarters(HQ) - Iwata and Japan
Key persons - Torakusu Yamaha(Founder)
Product - Automobiles
Returns - 410.4 Billon JPY
Net income - 22.9 Billion JPY
10
MISSION, VISION, AND GOALS
Mission:-The main mission of the company is to be the leader in the market ,to
overcome all the circumstances ,to maintain Monopoly in the market or that
particular Industry
To make more sale’s ,to get more Profit’s
To give their customers the Best ,it may be in any way ,may be the best vehicles
,the best prices than competitors ,the best service etc
VISION:-To make the vehicles that a normal company can’t do ,that means they
just want to make some extraordinary machines that are superior than others ,more
qualified ,more strong ,higher performance than other’s, more stylish etc and finally
they want to give the types of vehicles to their customers that other companies can’t
Goals:-The main goal is to be the leader in the market ,to maintain monopoly in
the market or that particular industry(Ex:-2 Wheeler Automobile industry ,Piano
manufacturing etc)
To make more sales than the competitors ,to get more profit’s
Another main thing that all the companies including Yamaha are trying desparately
is to maintain their company or brand’s name forever(for a Long time) like Tata in
INDIA ,Ford in USA,SONY in Japan ,SAMSUNG in South Korea etc
11
HISTORY
12
History:-
History of the automobile industry first origin in the year 1769 it was the formation of steam
engine. In the year 1806 the very first case powered by an inside combustion engine running
on gas fuel arrived in 1885 introduction of ubiquitous modern gasoline or petrol filled internal
combustion engine, In the 20th century first introduced the power electric cars.
History of the bikes era begins in the 2nd semi of the 19th centuries. Bikes are the most sink
from the "safety cycles" the bicycle with the rear and front wheels of the same size and the
pedal head of the mechanism to ride the rear wheel. Despite some previous benchmarks in its
Evolution, the motorcycle is the very less rigid birth that can be found back to a single machine
or idea.. Instead of the idea seems to have occurred to high engineers and inventors in Europe
at around the same period.
History of Yamaha Motor’s is started in 1887.At first they used to manufacture Reed
Organ’s(a music instrument) and various of them,then they later entered into the Automobile
industry manufacturing Motorcycles,slowly they became a super power in motorcycle
sector.Now they also make apps for ios and Android OS,they also became a giant in Software
sector
13
PRODUCTS
14
PRODUCT AND SERVICE PROFILE
Figure 1.1 Yamaha fascino:
Specifications:
• 66-KM per ltr.
• Category: moped.
• 113 CC MOTORCYCLE.
• Top speed is 80 KMPH.
• Petrol engine.
• Transmission: automatic.
• Engine kind: Air-cooled, four-stroke, two-valve.
• Best range.
• Front and rear break type dump.
15
Figure1.2Yamaha Fz25:
Specifications:
• 43-KM per ltr.
• 249 CC bike.
• Power: 20.9 per sec.
• 8000 revolution per minute.
• Engine kind: Air-cooled, four-stroke, two-valve, Single cylinder
• Brake: front and rear disk.
• Best range.
• Analog meter.
Figure1.3Yamaha YZF R14:
16
Specifications:
• 40-KM per ltr.
• Kind: bike
• 149 CC bike.
• Top speed is 131 KMPH
• Power 16.8 per sec.
• 8500 revolution for each minute.
• Engine kind: Air-cooled, four-stroke, four-valve, Liquid-Cooled Single Cylinder
• Brakes :front and rear disk.
• Best in mileage.
• Analog meter.
Figure1.4 Yamaha RFZ R15F:
Specifications:
• 45-KM per ltr.
• Kind: motorcycle
• 149 CC bike.
• Top speed is 130KMPH
• Power :16.8 per sec.
17
• Engine kind: liquid-cooled, four-stroke, four-valve.
• Brakes :front and rear disc.
• Best mileage.
• analog meter
Figure1.5 Yamaha RAY Z:
Specifications:
• 66-KM per ltr.
• Kind: moped
• 113 CC bikes.
• Top speed :86KMPH
• Power: 7.1per sec.
• Engine kind: air-cooled, four-stroke, liquid-valve cylinder.
• Brakes: front and rear drum
• Best mileage.
• Analog meter
18
Figure1.6 Yamaha FZ FI:
Specifications:
• 45-KM per ltr.
• Kind: motorcycle.
• 149 CC.
• High speed is 112KMPH.
• Power :13.8 per sec.
• Brakes :front disc and rear drum.
• Best mileage.
• analog meter
Figure1.7 Yamaha Fazer FI:
19
Specifications:
• 42-KM per ltr.
• kind:motorcycle.
• 149 CC bike.
• High speed is 121KMPH
• Engine kind:Air-cooled, four-stroke, two-valve.
• Brake:front disc and rear drum.
• Best mileage.
• Analog meter.
Figure1.8 Yamaha :
Specifications:
• 51 KM per ltr.
• 149 CC bikes.
• high speed is 107KMPH.
20
• Engine kind: Air-cooled single cylinder, four-stroke, two-valve.
• Brakes:front disc and rear drum.
• Best range.
• Analog meter.
Figure1.9 Yamaha YZF R3:
Specification
• 24 KM per ltr.
• Kind :motorcycle.
• 321 CC bike.
• Power 41.4 BHP.
• Engine kind :two cylinders, liquid cooled, four-stroke, four-valve.
• Brakes: front disc and rear disc.
• Analog meter.
21
Figure1.10Yamaha SZ-RR:
Specifications:
• 50 KM per ltr.
• 149 CC bikes.
• High speed is105KMPH.
• Brakes: front disc and rear drum.
• Best range.
• Analog meter.
Figure1.11 Yamaha Alpha:
22
Specifications:
• 66KM per ltr.
• Kind :moped.
• 113 CC bikes.
• Power 7.1per sec.
• Engine kind: air-cooled, four-stroke, two-valve cylinder.
• Brakes:front and rear drum.
• Best range.
• Analog meter
Figure1.12 Yamaha FZI:
Specifications:
• 21 KM per ltr.
• 998 CC bikes.
• Power 148 BHP.
23
• Engine kind: liquid-cooled double cylinder, four-stroke, five-valve.
• Brakes :front disc and rear disc.
• Digital meter.
Figure1.13 Yamaha Fz:
Specifications:
• 50 KM per ltr.
• Kind: motorcycle
• 153 CC bikes.
• Power 14 per sec.
• Engine kind:Air-cooled, single cylinder, four-stroke.
• Brakes: front disc and rear drum.
• Best range.
• Analog meter.
24
AREAS OF OPERATION
Yamaha run’s their businesses in more than 100 countries,but only 15 countries make it’s 60% to
70% of it’s,they are:-
1. INDIA.
2. INDONESIA.
3. THAILAND.
4. MALASIA.
5. PHILIPPINES.
6. TAIWAN.
7. CAMBODIA.
8. CHINA.
9. AUSTRALIA.
10. NEWZELAND.
11. SINGAPOR.
12. UNITED STATES OF AMERICA
13. PAKISTAN
14. SRI LANKA
15. JAPAN
25
COMPANY COMPITATORS
Yamaha motor’s has a lot of competition in Indian market,due to Govt support for
local manufacturer’s and various tastes for people and the type of diversification in
India
The main competitor’s are:-
• HERO.
• Honda.
• Bajaj.
• TVS .
• Royal Enfield.
26
SWOT ANALYSIS
27
SWOT ANALYSIS
STRENGTH, WEAKNESS,OPPORTUNITIES AND THREATS.
Strengths:
✓ Yamaha and their quality and customized product.
✓ Yamaha firm has 40k workers.
✓ High level of marketing.
✓ Promoting circulation of the Yamaha bikes through international.
✓ It was one of the significant brand moto GP and world superbike.
✓ Yamaha is producing 50 to 1900 cc bikes.
✓ It has reached the organization by a great degree.
✓ Innovative offer and scheme are provided.
Weakness:
✓ Yamaha R1 are entirely costly
✓ Street safety is less.
✓ Extra parts of the Yamaha motorcycles are costly.
✓ The price of normal bike’s is also some more higher when compared to local manufacturer’s or
competitor’s
28
Opportunities:
✓ Promoting eco-friendly bikes designed to less pollution
✓ A segment of two wheeler is a fast rising industry.
✓ Motorcycle export is limited that is the international market is untapped.
Threats:
✓ Hard race in India as well as international products.
✓ Government policies & rules.
✓ Public transport by govt. is straight affective.
FUTURE GROWTH AND PROSPECTS

The company has a huge potential due to it’s diversified types of businesses and good
management
Yamaha motors has a lot of support from it’s parent company Yamaha Corp because it’s
their main profit gainer another advantage is that Yamaha Corp does a lot different
types of businesses like Software,Insurance,Sponsorship’s,manufacturing Musical
instrument’s,doing Race’s to make public get to know about their potential,etc
So,by this i can say that Yamaha Motor Corp has a huge potential eventhough it’s
already a big giant in Motorcycle sector
29
SCOPE
42
SCOPE OF THE STUDY:
This study is directing towards providing Yamaha Motors with an insight into the success of
as well as the buyers response and consciousness towards the brand, products, and services of
the Yamaha.
The information will be analyzed and presented in a simple and in a exact way on the basis of
which pertinent recommendations have been made to the firm to improve the services, policies,
and strategies of the company.
• From the study, we can recognize the market of the other competitors and consequently
formulate a strategy to enhance the market .
• The study is exclusively conducted to collect the information about our customer
satifaction towards Yamaha.
• The study is concerned only with Yamaha buyers.
43
OBJECTIVES
44
OBJECTIVES:-
• To understand the satisfaction level of buyer towards Yamaha bike.
• To know the level of the buyer satisfaction.
• To know about diverse brands of the similar bikes sold in the area.
• To study the marketing strategy.
• To know about Yamaha motorcycles with regards in the specified customer view.
46
RESEARCH METHODOLOGY
47
RESEARCH METHODOLOGY:
Descriptive research:
This study is answering numerous question start with what, who, where, how and when this
research is very hard as well as it estimate eminent degree of high qualified skills understand
and answer the problem. In this study,I have used descriptive research design to the conduct a
survey on customer satisfaction towards the Yamaha bikes in Kurnool City.
Data collection method:
The data will be collected by 2 methods ,primary and secondary data.
Primary data:
The primary data are collected from Yamaha bikes users who has purchased their vehicles
from the Premium Yamaha and it is also collected by the help of the questionnaires.The
respondents are only just 100 members, interview by the online(form)method to get the
more effective study on the customer satisfaction towards Yamaha bikes. The questions are
in the form of both open ended and close ended.
Secondary data:
The secondary information will be collected by the help of yamaha showroom brochure,
journals, book in the libraries and by checking the form of a various employee in the
organization and questioning them also.
48
LIMITATIONS
49
LIMITATION OF THE STUDY
• Limited number of respondents is taken for the study.
• Lack of good response from the Youth
• 100 respondents to the study.
• The fast moving lifestyle of buyers may adversely affect this research.
• It is just determined only in the Kurnool
50
DATA ANALYSIS
51
Analysis:-
The above table shows that the age groups between the 18 to 20 years respondents are 25%,
44% of the respondent are in the age group of 20-35 years, the age group between the 35-50
year respondents are 20% and the 11% of respondent are the age group of 50 years and above
52
Age group of the respondents.
Table no. 4.1 Age group of the respondents.
Particulars(age) No. of respondents Percentage(%)
18-20 25 25
20-35 44 44
35-50 20 20
50 above 11 11
100 100
53
Interpretation:
In the above table out of the 100 respondents, the majority of the respondents are in the age
group of 20-35 years.
54
Chart number:4.1 Age group of the respondents.
50
45
40
35
30
25
20
15
10
18- 20- 35- above5
Respondents
55
Analysis:
The above table shows that the monthly income of respondents, The income group of the
Rs 7500-10000 respondents are 7%, income group between Rs10000-20000 respondents are
43%, 35% of the respondents are in the income group between the Rs20000-30000 and 15%
in the income group Rs 30000 and above.
56
Table no 4.2 Monthly income.
Monthly income(MI) No. of respondents Percentage(%)
Rs7500 – 10000 7 7
Rs10000 – 20000
43 43
Rs20000 – 30000 35 35
Rs30000 above 15 15
100 100
57
Interpretation:
It has found that the majority of respondents are in group between the Rs 10000-20000 aiming
this segment with the promotional events will help to increase the sales.
58
Chart no 4.2 Monthly income.
50
45
40
35
30
25
20
15
10
7500- 10000- 20000- 30000abov
59
Analysis:
This above table examined that out of 100 respondents the 46% are the students, 20%
respondents are the who running a business, 17% respondents are the professions, 13% are
the employees, and the other occupations are the 4%.
60
Table no. 4.3 Occupation.
Occupation No. of respondents Percentage(%)
Student 46 46
Business 20 20
Profession 17 17
Employes 13 13
Other 4 4
100 100
61
Analysis:
This above table examined that out of 100 respondents the 46% are the students, 20%
respondents are the who running a business, 17% respondents are the professions, 13% are
the employees, and the other occupations are the 4%.
62
Chart no. 4.3 Occupation.
RESPONDEN
50 46
45
40
35
30
25
20
20 17
15 13
10
4
5
0
studen busines professio employe other
respondent
63
Analysis:
In the above table shows out of the 100 respondents the 30% of customers are selecting the
black color bike,25% of respondents are moving to the silver color,15% of respondent
chooses the ash color and 12% of respondents are choose the blue color bikes and 18%
respondents go for red.
64
Table no. 4.4 The color of Yamaha bike.
Colour No. of respondents Percentage(%)
Red 18 18
Black 30 30
Silver 25 25
Blue 12 12
Ash 15 15
Total 100 100
65
Interpretation:
Most of the clients are interested in purchasing the black and silver color bike.
66
Chart no. 4.4 The color of Yamaha bike.
respondents
35
30
25
20
15
10
red blac silve blu as
respondent
67
Analysis:
The above table shows out of 100 respondents 45% of purchaser knowing about the Yamaha
By friends, 25% are by the advertisement, 25% of customers are knowing by the media and
5% from others.
68
Table no. 4.5 Customer knowing about Yamaha bikes.
Particulars No. of respondents Percentage(%)

Friends 45 45
Advertising 25 25
Media 25 25
Other 5 5
Total 100 100
69
5
Interpretation:
Most of the customer will get information about bikes through friend shows customer of
Yamaha bike get influenced by friends followed by advertising then media.
70
Chart no. 4.5 Customer knowing about Yamaha bikes.
RESPONDEN
TS
45
FRIEN A DVE RTISI MEDI OTHE
71
Analysis:
It is observed from the above table that 40% of the respondent are giving excellent opinion
about the Yamaha bike, 35% are giving good opinion,15% are the satisfactory , and the 10%
are giving the poor opinion about the Yamaha bikes.
72
Table no. 4.6 Customer opinion about Yamaha .
Opinion No. of respondents Percentage(%)
Excellent 40 40
Good 35 35
Satisfactory 15 15
Poor 10 10
Total 100 100
73
Interpretation:
Most of purchasers are giving the excellent opinion with their experience in the bangalore
wheels .
74
Chart no. 4.6 Customer opinion about Yamaha .
responden
ts
45
40
35
30
25
20
15
10
5
0
excellen goo satisfactor poor
75
Analysis:
In the above table shows that 80% of customers are the first owner of yamaha bike and the
rest of them are not.
76
Table no. 4.7 The first owner of the bike.
Particulars No.of respondents Percentage(%)
Yes 80 80
No 20 20
100 100
77
Interpretation:
Most of the respondents are the first user compared to the second hand owners.
78
Chart no. 4.7 The first owner of the bike.
Series
90
80
70
60
50
40
30
20
10
0
ye no
Series
79
Analysis:
From the above table that after the first service the 33% of respondents are the very satisfied
with service, 27% are the satisfied with the showroom service for the bikes
80
Table no. 4.8 Factors considering after the first service.
Opinion No. of respondents Percentage(%)
Very unsatisfied(VU) 7 7
Unsatisfied(U) 8 8
Neutral(N) 25 25
Satisfied(S) 27 27
Very satisfied(VS) 33 33
Total 100 100
81
Interpretation:
Most of the respondents are satisfied with the service provided by the showroom .
And also many of them are neutrally satisfied
82
Chart no. 4.8 Factors considering after the first service.
respondent
35
30
25
20
15
10
0
very unsatisfied neutra satisfie very
respondent
83
Analysis:
from the above table out of 100 respondents that 55% are giving the excellent opinion about
the yamaha bike after the bike service, 30% are giving the good opinion,10% are the
satisfactory opinion, and the 5% are giving the poor about the Yamaha bikes after there bike
service.
84
Table no. 4.9 Customer opinion after many service.
Opinion No.of respondents Particular
Excellent(E) 55 55
Good (G) 30 30
Fair (F) 10 10
Poor(P) 5 5
Total 100 100
85
Interpretation:
Most of the customers are giving excellent for bike after many services.this shows that
company is providing consistence in quality services and also good quality vehicle’s.
86
Chart no. 4.9 Customer opinion after many service.
RESPONDENT
S
60
50
40
30
20
10
excellen goo fair poor
87
Analysis:
By the above table we can understand that the 35% of customer buy the Yamaha for the
purpose of pickup ,27% for the low maintenance charge, 15% for the brand image of the
Yamaha, 10% for the fuel efficiency better mileage of bike, and 13% for the purpose of
durability.
88
Table no.4.10 Buying influence of customer
Particulars No.of respondents Percentage(%)

Brand image 15 15
Durability 13 13
Fuel efficiency 10 10
Low maintainence 27 27
Pick up 35 35
Total 100 100
89
Interpretation:
Most of the respondents are purchasing Yamaha bikes for good pickup and low maintainence
and also for good look’s,because Yamaha bike’s are more attractive than the other
competitior’s in the market,it means the company spent a lot on R&D and perfectly knows
the Audience pulse
90
Chart no.4.10 Buying influence of customer
respondent
40
35
30
25
20
15
10
5
0
brand durabilit fuel low pick
maintainenc
respondent
91
Analysis:
From the above table we can understand that 8% of respondents are satisfied with price,13%
are unsatisfied,20% are neutral,40%are satisfied,19% are highly satisfied.
92
Table no.4.11 Price opinion of respondents on Yamaha bikes.
Opinion No. of respondents Percentage (%)
Highly unsatisfied(HU) 8 8
Unsatisfied(U) 13 13
Neutral(N) 20 20
Satisfied(S) 40 40
Highly satisfied(HS) 19 19
Total 100 100
93
Interpretation:
Most the respondents are satisfied with the price of the Yamaha bikes and some are
neutral and highly satisfied
94
Chart no.4.11 Price opinion of respondents on Yamaha bikes.
respondent
highly
satisfied
satisfie
d neutral
unsatisfied
0 5 10 15 20 25 30 35 40 45
respondent
95
Analysis:
In the above table we can understand that 75% of the respondents are satisfied with the
technology of Yamaha,25% are not satisfied.
96
Table no.4.12 Customer satisfaction about the technology of Yamaha.
Satisfaction No. of respondents Percentage(%)
No 25 25
Yes 75 75
Total 100 100
97
Interpretation:
Most of respondents are satisfied with the technology used in the Yamaha showroom, because
whenever they get’s a new bike,t he technology is almost up to date in the vehicle and also better
than the other competitor’s
98
Chart no.4.12 Customer satisfaction about the technology of Yamaha.
respondent
25
75
no
99
Analysis:
By the above table we can understand that 53% of respondents are highly satisfied with
performance,33% are satisfied,85 are not satisfied and 6% highly not satisfied.
100
Table no. 4.13 Performance of the Yamaha bikes
Opinion No.of respondents Percentage(%)
Satisfied(S) 33 33
Unsatisfied(US) 8 8
Total 100 100
101
Interpretation:
most of the respondents are highly satisfied with the performance of the Yamaha bikes, it means
company is providing good quality vehicle’s for their customer’s with max performance
102
Chart no. 4.13 Performance of the Yamaha bikes
respondent
60
50
40
30
20
10
0
highly satisfie unsatisfie highly
103
Analysis:
From the above table we can understand that 70% are saying yes they are satisfied with the
offroad travel in Yamaha bike and 30% are not satisfied.
104
Table no.4.14 is yamaha bikes suitable for off road journey.
Opinion No. of respondents Percentage
Yes 70 70
No 30 30
Total 100 100
105
Interpretation:
Most the respondents are satisfied with the off road performance of the Yamaha bikes.
106
Chart no.4.14 is yamaha bikes suitable for off road journey.
responden
100
70
50
30
ye
no
respondent
107
Analysis:
By the above table we can understand that 80% of respondents are not facing any problem
in bike and 20% are facing with some problem in bike.
108
Table no. 4.15 Any problem in Yamaha bikes .
Particular No. of respondents Percentage
Yes 20 20
No 80 80
Total 100 100
109
Interpretation:
Most of the respondents are not facing any problem in the Yamaha bike.they are satisfied with
the bikes.
110
Chart no. 4.15 Any problem in Yamaha bikes .
RESPONDE
ye
no
111
Analysis:
In this we can see that 15% respondents are expecting reasonable charges,30% are expecting
trust and care,20% are expecting professional quality,28% are expecting immediate delivery.
112
Table no.4.16 expectation from the service center.
Particular No. of respondents Percentage(%)
Reasonable Charges(RC) 15 15
Trust and Care (TC) 30 30
Professional Quality Service(PQ) 20 20

Immediate Delivery(ID) 28 28
Other specify 7 7
Total 100 100
113
Interpretation:
Most of the people are expecting trust and care and immediate delivery from service center in
showroom ,this means still there’re a lot of different types of people, so for that,company
should spent more on R&D and customer satisfaction
114
.
Chart no.4.16 expectation from the service center.
RESPONDEN
30
25
20
15
10
0
reasonable trust and care immediat other
professional e
115
Analysis:
In the above table we can understand that 55% respondents are very convenient in showroom
timings,30% are convenient, where as 10% are inconvenient and 5% are very inconvenient
116
Table NO.4.17 Convenient timing of service station.

Very convenient(vc) 55 55
Convenient(c) 30 30
Inconvenient(ic) 10 10
Very Inconvenient(vi) 5 5
Total 100 100
117
Interpretation:
Most of the respondents are very convenient in the timings of the Yamaha shrowroom.
118
Chart NO.4.17 Convenient timing of service station.
respondent
veryu
inconvenien
canvenien
very
0 10 20 30 40 50 60
119
Analysis:
In the above table we can understand that 90%of servicers will listen to the customers
complaints and 10% will not listen.
120
Table no.4.18 About the service provider listens to the complaints.
Yes 90 90
No 10 10
Total 100 100
121
Interpretation:
the servicer will patiently listen to the customers complaints at the time of the complaint.
122
.
Chart no.4.18 About the service provider listens to the complaints.
respondent
yes no
123
Analysis:
By the above table we can understand that 53% respondents are highly satisfied in greeting of
them,33%are satisfied,8%are unsatisfied and 6% are highly unsatisfied.
124
Table no.4.19 greeting of customers by employees and staff
Opinion No.of respondents Percentage(%)
Satisfied(S) 33 33
Unsatisfied(US) 8 8
Total 100 100
125
Interpretation:
Most of the customers are highly satisfied with greeting of the customers by employees and
staff.
126
Chart no.4.19 greeting of customers by employees and staff
respondent
60
50
40
30
20
10
highly satisfie unsatisfie highly

unsatisfie
127
FINDINGS
128
FINDINGS
The data is collected and tabulated in a graphical chart from the analysis and interference
• 44% of the 20-30age group respontdents are buying the Yamaha bike because that is the
very good bike for younsters.
• The people who are earning 10000-20000 are interested buying Yamaha bikes.
• According to the survey, the students are purchasing Yamaha bike more than others.
• The 30% of the customers are satisfied with the black colour bike, according to their need
and wants.
• The customers are satisfied with the overall quality and service of the bike.
• Our customers are willing to recommend our service and about the product for their friends
it will boost the morale of the organization.
• Majority of the respondents feels that Yamaha bike is excellent.
• The majority of the respondents prefers first hand bike.
• Advertisement plays a major role to spread the awareness of the new bike of the company.
• After the first service the majority responds will feel good after the first service.
• The customers got the trial ride .
• After many services the customers are fully satisfied with the performance of bike.
• The respondents are going to yamaha bikes because of its pickup
• The majority of the customers are satisfied with price charged by showroom
• 75% of the respondents are satisfied with the offroad journy.
• 80% of the respondents feels there is no problem in Yamaha bike.
• Yamaha services is reaching the expectations of the customers.
• 73% of the responds is satisfied with the greeting by employees and staff.
129
SUGGESTIONS
130
SUGGESTIONS:
This report affords a brief image of Premium Bikes the authorized dealer of the Yamaha bikes
through the report; attempts have been complete to assess the purpose for customers
satisfaction and for Premium Bike’s the authorized dealer of the Yamaha . Some suggestions
are as follows;
1. To register skilled labors, who can be an asset to meet customers expectation.
2. To issue free service coupons to the new customers
3. Retaining their customer by providing good service.
4. To ensure on time delivery of bike as promised.
5. The marketing expenses should be minimized.
6. The company must implement the competitive strategy.
7. Better to install the media for showing the Yamaha product information.
8. Introducing the new sales promotion techniques.
131
CONCLUSION
132
CONCLUSION
In study, I tried to find out the satisfaction of the goods and services rendered to the customer
by theYamaha Motor Corp. This study has given a pure image of what customers feel about
the goods and services provided by the Yamaha Motor Corp. We can obviously say that the
product satisfies them as well as facilities provided by the organization. All the customers
have a better relationship with the showroom and they are regularly satisfied with the other
features of the company as well.
From the following study, we can accomplish that Premium Bike’s Yamaha bike dealer been
serving its customers exceptionally well has created a better image and trust between its
customers with the majority of them being fully satisfied with the showroom goods and
services.
Further, it has been detected that the showroom some to improve is a current level of
performance. The showroom can use more customer friendly method and train its sale
customers towards serving the people in the best possible manner. Customer Retention must
be stressed and strategies must be employed to ensure retention. the better relation must be
developed with the customers in command to avoid brand switching and safeguard repeated
sales.
133
BIBLIOGRAPHY
134
BIBLIOGRAPHY
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www.yamahamotors.com
www.yamaha.com
www.yamahasports.com
ANNEXURE
ANNEXURE
Questionnaires:
Respondent’s Name: ……………………………………
.
1. Sex : Male Female
2. Age : 18-20 20-35
35-50 50 above
3. Monthly Income : Rs7500 - 10000 Rs10000 – 20000
Rs20000 - 30000 Rs30000 above
4. Occupation: Student Business

Professional Employed
Other specify: ……………………
5. Colour Preference for Yamaha bike
Red Black Silver
Blue Ash
6. How did you come to know about Yamaha bikes
Friend’s Advertisement
Media Others
7. Opion about Yamaha bikes
Excellent Good Satisfactory Poor

Pick up
Riding
Comfort
Road grip
Technology
Maintenance
cost
Overall
performance
8. Are you the first owner of the bike.
1) yes
2) No specify
9. Rate the following factors you considered after first service
1) Very unsatisfied
2) Unsatisfied
3) Neutral
4) Satisfied
5) Very satisfied
1 2 3 4 5
a) Charges
b) Reputation
c) Professional service
d) Availability of spare parts
e) Trust and customer care
f) Quality of service
10. Rate the staff on the following factors after service
Excellen Good Fair Poor
11. What made you buy a Yamaha bikes
Brand image Durability
Fuel efficiency Low maintenance
Pick up
12. Your price opinion about Yamaha bike
Highly satisfied
satisfied
neutral
dissatisfied
highly dissatisfaction
13. Are you satisfied with the Technology of Yamaha
1) Yes
2) No
14. Are you satisfied with the performance of Yamaha
1) Very satisfied 2) Satisfied
3) Somewhat satisfied 4) Dissatisfied
15. Is your Yamaha bike good on the off roads
1) Yes
2) No

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PROJECT REPORT 2020-2021

Dr.K.JAYA PRAKASH M.Com, M.Phil, Ph.D

St. JOSEPH’S DEGREE COLLEGE, KURNOOL

St. JOSEPH’S DEGREE COLLEGE,

This is to certify that this is the bonafide project work

PRINCIPAL PROJECT GUIDE

PROJECT GUIDE CERTIFICATE

Mr.K.VISWESH a student of Final B.B.A of

I, Mr.K.VISWESH under signed hereby declare that the

I express my heartfelt and sincere gratitude to

Miss. Y. Showrilu Reddy Garu, Director and K. Shantha, Principal,

St. Joseph’s Degree College, Kurnool, for the excellent inspiration

I express my spontaneous gratitude to my guide K.JAYA

PRAKASH , Lecturer in Commerce and Management studies for

his/her motivation and support.

I also express my thanks to all the faculty of Commerce and

Management department for their continuous encouragement and

I express my sincere thanks to my parents and friends.

assess the satisfaction of the customer towards Yamaha vehicles’s.

the mind of the customer.

subisidiary of Yamaha Group which manufacturers Motor vehicles(mainly 2

company to turn out to be a joint investor in India.

33 countries with a total 52,000+ employees

Type - public company.

Industry - Automobiles industry.

Predecessor - YAMAHA MOTOR PVT LTD.

Headquarters(HQ) - Iwata and Japan

Key persons - Torakusu Yamaha(Founder)

Returns - 410.4 Billon JPY

Net income - 22.9 Billion JPY

at around the same period.

industry manufacturing Motorcycles,slowly they became a super power in motorcycle

Figure 1.1 Yamaha fascino:

• 66-KM per ltr.

• Top speed is 80 KMPH.

• Engine kind: Air-cooled, four-stroke, two-valve.

• Front and rear break type dump.

• 43-KM per ltr.

• Power: 20.9 per sec.

• 8000 revolution per minute.

• Engine kind: Air-cooled, four-stroke, two-valve, Single cylinder

• Brake: front and rear disk.

Figure1.3Yamaha YZF R14:

• 40-KM per ltr.

• Top speed is 131 KMPH

• Power 16.8 per sec.

• 8500 revolution for each minute.

• Engine kind: Air-cooled, four-stroke, four-valve, Liquid-Cooled Single Cylinder

• Brakes :front and rear disk.

Figure1.4 Yamaha RFZ R15F:

• 45-KM per ltr.

• Top speed is 130KMPH

• Power :16.8 per sec.

• Engine kind: liquid-cooled, four-stroke, four-valve.

• Brakes :front and rear disc.

Figure1.5 Yamaha RAY Z:

• 66-KM per ltr.

• Top speed :86KMPH

• Power: 7.1per sec.

• 7500 revolution per minute.

• Engine kind: air-cooled, four-stroke, liquid-valve cylinder.

• Brakes: front and rear drum

• 45-KM per ltr.

• High speed is 112KMPH.