ACKNOWLEDGEMENT

I take this opportunity to place on received my

grateful thanks and sincere gratitude to all faculty
members who have gave me valuable advice and
input for my studies.

I am also thankful to my Class Counselor Prof.

Sumedha Sharma for the completion of my
project work on study on CUSTOMER PERCEPTION
ABOUT AMUL ICE-CREAM.

Last but not the least, I would like to express my

thanks to my family who inspired me to put in my
best efforts for the project report.

Date!"""" Submitted By:

#ahul $adwani
%&'()**+'(-
 A P!O"ECT !EPO!T ON

A STUDY OF CUSTOMER
RELATIONSHIP MANAGEMENT

S#BM$TTED B%
&$K!AM S#K'WAN$
&'()**+')

#NDE! T'E G#$DANCE

Mr(. S#MED'A S'A!MA

S#BM$TTED TO

"AG!AN LAKEC$T% #N$&E!S$T%

I/ 012 3+#0I+L 45L4ILL62/0 74 012 #285I#262/0
47# 012 +9+#D 74 012 D2:#22 74 *+C12L7# 74
*5;I/2;;
+D6I/I;0#+0I7/ %**+-.

T'!O#G'
SC'OOL O) MANAGEMENT* "AG!AN LAKEC$T%
#N$&E!S$T%* B'OPAL
 A P!O"ECT !EPO!T ON

A STUDY OF CUSTOMER
RELATIONSHIP MANAGEMENT

S#BM$TTED B%
&$K!AM S#K'WAN$
&'()**+')

#NDE! T'E G#$DANCE

Mr(. S#MED'A S'A!MA

S#BM$TTED TO

"AG!AN LAKEC$T% #N$&E!S$T%

I/ 012 3+#0I+L 45L4ILL62/0 74 012 #285I#262/0
47# 012 +9+#D 74 012 D2:#22 74 *+C12L7# 74
*5;I/2;;
+D6I/I;0#+0I7/ %**+-.

T'!O#G'
SC'OOL O) MANAGEMENT* "AG!AN LAKEC$T%
#N$&E!S$T%* B'OPAL
 PREFACE

This Project Report has been prepared in partial fulfillment of the

requirement of the programme B.B.A in the academic year 201!

1". #or preparing the project Report$ % ha&e &isited the 'urana

(onda company during the suggested duration for the period

of )0 days$ to a&ail the necessary information. The blend of

learning and

*no+ledge acquired during my practical studies at the

'urana (onda company is presented in this project Report.

The rationale behind &isiting the 'urana (onda company and

 preparing the Project Report is to study of analysing the consumer 

 buying beha&ior ,+ith special reference to bi*es customers

in Bhopal -
 DECLARATION

%$ inesh Te*+ani$ student of BBA " th 'emester$ from The /agran

a*ecity ni&ersity$ Bhopal ,.P-.

%$ hereby declare that the Research 3or* entitled

4 Consumer buying behaviour with specia re!erence to bi"es
customers in #hopa $ is an original piece of research +or*
carried out by me under the guidance and super&ision of %rs&
'ume(ha 'harma.

The information has been collected from genuine 5

authentic sources. % ha&e put in all my efforts to ma*e this
project successful and % +ould feel &ery much grateful for
ha&ing such projects in future also. % also declare that this
Research Report has not been submitted to any other
uni&ersity6%nstitute for the a+ard of any degree or any
professional diploma. The +or* has been submitted in partial
fulfillment of Bachelor of Business Administration
,BBA-

Place 7 Bhopal

Dinesh Te"wani
BBA "th 'emester 
/agran a*ecity ni&ersity
Bhopal
 CERTIFICATE

This is to certify that the Project 3or* Title )*

Consumer buying behaviour with specia re!erence to bi"es

customers in #hopa 84 is bonafide +or* of 9Dinesh Te"wani8$

9+,-.##A,+/8 underta*en for the partial fulfillment of

#acheor O! #usiness A(ministration 0##A- Degree

o! #ar"atuah 1niversity under my guidance. This project

+or* is original and has not been submitted earlier for the

a+ard of any degree 6diploma or associate ship of any other

ni&ersity6%nstitution.

'ignature of the :uide

 ;ame 5 designation
 CONTENT'

Chapter2-

1. Rationale of the project ,+hy project -

2. <bjecti&es of the
study a. primary
 b. secondary
). ethodology
a. source of information
 b sampling method
c. sampling method
d. Tools used for analysis 5 interpretation
e. geographical area co&ered
f. limitations
Chapter 3 +
1. %ntroduction to the topic
2. Profile of the organi=ation ,(onda$ (ero$ >amaha$ Bajaj-
Chapter 2.
ata analysis
1. ata presentation and interpretation

Chapter 24
1. ajor findings
2. ?onclusion 5suggestions
• Bibliography
• References
• 3ebsites
• Anne@ure
 ?(APTR !1

RATIONALE OF T5E PRO6ECT

'elling of any product$ there is needed to build relationship +ith

customer. #or building a relationship there is need for *no+ing the
customer beha&ior and ho+ +ill be they be satisfied This project
is underta*en to *no+ the customer beha&ior 5 satisfaction le&el
for otorcycle in Bhopal ,Also through this project get a+areness
that +hich factors affect on the selling of bi*e mainly in the rural
area. Because the area +here project +as undergoing$ it is urban
area and most population income depends on business acti&ities
or its products. There +ere some limitations +hile doing the
project. The data +as collected by personal inter&ie+s of the
respondents.
%t +as &ery challenging to fill up the questionnaire as most of the
 population +as so busy. As it +as the urban area +e
+ere supposed to e@plain each and e&ery question of the
questionnaire. Also many of them did not sho+ any
interest in filling questionnaires.

This study +ill help (onda to *no+ the most popular

+ay by
+hich they are pro&iding ser&ices and quality to the customers and
to *no+ &arious customers Perceptions. #rom the study$ +e found
that$ the customers +ere highly satisfied +ith the products and
ser&ice of (onda$ but there +ere some complaints regarding
after sales ser&ice and staff of (onda. %t +as found
that (onda
otorcycle is ha&ing a good brand image in the mar*et. ost
of the respondents considered (onda sho+room is one of
the best
 places to purchase of otorcycle. The present is the era
of customers. ?ustomers are more *no+ledgeable than e&er
before and because the customer is more *no+ledgeable$
companies must
 be faster$ more agile and more creati&e than fe+ years
ago. 'o companies should stri&e to enhance customer
satisfaction through
*no+ing their e@pectations regarding products. (onda
should impro&e on their after sales support$ and ha&e
*no+ledgeable support staff. Also (ero (onda should increase
the range of its targeted mar*et.
 O#6ECTI7E' OF T5E 'T1D8

PRI%AR8 O#6ECTI7E' C

1. To *no+ the buying beha&iour of customers +hile

 purchasing bi*es .

2. To *no+ the mar*et position of bi*e brands in the mar*et .

'O1RCE' OF DATA
The sources of data collection methods are as follo+s.

PRI%AR8 DATA 3

Through 9uesstionnare metho(

y data is that +hich details +e collect first timefrom

nd also used first time in the research. 3e also say that the information is first time in the research decision.
a questionnaire is prepared structure non!disguise
is prepared .
 LI%ITATION' OF T5E 'T1D8

1 . 3hen the buyer are busy +e cant get the accurate data
from them .

2. % ha&e only co&ered the Bhopal customers because of less time .

). uring sur&ey many of the respondents +ere not ready to fill

questtionnare
 %ET5ODOLOD8

'O1RCE' OF DATA
The sources of data collection methods are as follo+s.

a- Primary (ata23

y data is that +hich details +e collect first time from

nd also used first time in the research. 3e also say that the information is first time in the research decision.
questionnaire is prepared structure non!disguise
is prepared.

:uestionnaire

isting of a series of questions and other prompts for the purpose of gathering information from re

b; samping metho( 23The sampling method +hich +as used

+as random sampling method
 'amping is concerned +ith the selection of a subset of indi&iduals
from +ithin a statistical population to estimate characteristics of 

the +hole population. Acceptance sampling is used to determine if 

a production lot of material meets the go&erning specifications.

T+o ad&antages of sampling are that the cost is lo+er and data
collection is faster than measuring the entire population.

C; sampe si<e23

• 'ample si=e +as ta*en as )0 +hich consists of

fifteen students and 1 professionals

D; Toos use( !or anaysis an( interpretation 32

%ean 3
The mean is the arithmetic a&erage of a set of &alues$ or 
distributionD ho+e&er$ for s*e+ed distributions$ the mean is not

necessarily the same as the middle &alue ,median-$ or the most

li*ely ,mode-

Percentage 32

The percentage is used +hile ma*ing graphs .

=raphs

:raphical representation is also being done in order to understand

the buying beha&iour of consumers .

e; geographica area covere( 32

The geographical area co&ered +hile doing the research

project
+as Bhopal +hich includes Eoh e #i=a 'urana (onda B:'
(onda Berasia road
 LI%ITATION' OF T5E 'T1D8

1 . 3hen the buyer are busy +e cant accurate data from customers

2. % ha&e only co&ered the Bhopal customers because of less time .

). uring sur&ey many of the respondents +ere not ready to fill

questtionnare
 ?(APTR!%%

CON'1%ER #18IN= #E5A7IO1R

The main aim of mar*eting is meet and satisfy target customers

need and +ants. Buying beha&iour refers to the peoples
or organi=ation conduct acti&ities and together +ith the impact
of &arious influence on them to+ards ma*ing decision on purchase
of 
 product and ser&ice in a mar*et. The field of consumer
buying
 beha&iour studies ho+ indi&iduals roups and organi=ation
select ideas or e@perience to satisfy their needs and desires
understanding consumer beha&iour and *no+ing customer are
ne&er simple . the
+ealth of products and ser&ice produced in a country ma*e oru
economy strong . The beha&iour of human being during the
 purchase is being termed as buyer beha&iour . ?ustomer says one
thing but do another . They may not be % touch +ith their
deeper moti&ations . They are responding to influences that change
their mind at the last minute . A buyer ma*es ta*e a
decision +hether sa&e or spend the money .
 DEFINITION OF #18IN= #E5A7IO1R 

Buying beh&iour is all psychological social an physical beha&iours

of potential as they become a+are of potential customers as
they
 become a+are of e&aluate $purchase$ consume and tell others about
the product and ser&ice .

?onsumer Buying ecision Process There are follo+ing

fi&e stages in consumer buying decision process.

-& Probem i(enti!ication32

The buying process starts +hen the buyer recogni=es a problem
or need. The need can be triggered by internal or
e@ternal stimuli.ar*eters need to identify the circumstances that
trigger a
 particular need. By gathering information from a number of consu
mers$ ar*eters can identify the most frequent stimuli that
spar* an interest in a product category. They can then de&elop
mar*eting strategies that trigger consumer interest.

+& In!ormation 'earch32

The consumer tries to collect information regarding &arious produc
ts6ser&ice. Through gathering information$ the consumer learns
about completing brands and their features. %nformation
may be
collected form maga=ines$ catalogues$ retailers$ friends$
familymembers$ business association$ commercial$ chamber of co
mmerce$ telephone directory$ trade fair etc. ar*eters
should findout the source of information and their relati&e degree
of impor tance to the consumes.

Persona 'ources3
#amily$ friends$ neighbor$ as quittances.

Commercia 'ource3
Ad&ertising$ sales persons$ dealers$ pac*aging$ displays.

Pubic sources
ass media$ consumer$ rating organi=ations.

E>perimenta sources
(andling. @amine$ using the product.
8A%A5A 3

8amaha %otor Company Limite( $ is a /apanese

motori=ed &ehicle!producing company. >amaha otor is
part of >amaha
?orporation and its headquarter is located in %+ata$
'hi=uo*a. Along +ith e@panding >amaha ?orporation into
the +orldFs
 biggest  piano ma*er$ then >amaha ?< :enichi
Ea+a*ami too* 
>amaha into the field of motori=ed &ehicles on /uly 1$ 1G. The
companyFs intensi&e research into metal alloys for use in
acoustic
 pianos had gi&en >amaha +ide *no+ledge of the ma*ing
of light+eight$ yet sturdy and reliable metal constructions.
This
*no+ledge +as easily applied to the ma*ing of metal frames and
motor parts for motorcycles. >amaha
otor  
 produces motorcycles$ all!terrain &ehicles$ boats$ marine
engines including outboards$ automobile engines$ personal
+atercraft and sno+mobiles.

The >amaha corporate logo is composed of three

tuning for*s placed on top of each other in a triangular
pattern.

%n 2000$ Toyota and >amaha ?orporation made a capital alliance in

+hich Toyota paid >amaha ?orporation H10. billion for a  per 
 cent share in >amaha otor ?ompany$ +hile >amaha and >amaha
otor each bought 00$000 shares of Toyota stoc* in return.

>amaha otor ?ompany +as founded by Tora*usu >amaha ,in

/apanese Yamaha Torakusu-D Yamaha means Imountain leafI.

5ERO3

5ero %otocorp Lt(&$ formerly 5ero 5on(a$ is an

%ndian motorcycle and scooter manufacturer based in ;e+
elhi$ %ndia. (ero (onda started in 1GJK as a joint
&enture bet+een (ero
?ycles of %ndia and (onda of /apan.9K8 The company is the largest
98
t+o +heeler manufacturer in %ndia.  The 200" #orbes 200
ost Respected companies list has (ero (onda otors ran*ed at
L10J.

%n 2010$ +hen (onda decided to mo&e out of the joint

&enture$
9M8
 (ero :roup bought the shares held by (onda.9J8 'ubsequently$ in
August 2011 the company +as renamed (ero oto?orp +ith a
ne+ corporate identity.9G8 <n K /une 2012$(ero otocorp appro&ed
a proposal to merge the in&estment arm of its parent
(ero
%n&estment P&t. td. into the automa*er. The decision comes
after 1J months of its split from (onda otors.910
#A6A6 3

#a?a? Auto Limite( is an %ndian auothori=ed &ehicle!producing

company. Bajaj Auto is a part of Bajaj :roup. %t +as
founded
 by /amnalal Bajaj at Rajasthan in the 1G)0s. %t is
based in Pune$ umbai$ +ith plants in?ha*an
,Pune-$ 3aluj
,near Aurangabad- and Pantnagari n ttara*hand. The oldest
plant at A*urdi ,Pune- no+ houses the R5 centre Ahead. Bajaj
Auto ma*es and e@ports automobiles$ scooters$ motorcycles
and auto ric*sha+s.

Bajaj Auto is the +orldNs third!largest manufacturer of motorcycles

and the second!largest in %ndia.

The #orbes :lobal 2000 list for the year 200 ran*ed Bajaj Auto
at 1$GK".9)8 %t features at 1")G in #orbes 2011 list.

The company has changed its image from a scooter

manufacturer to a t+o!+heeler manufacturer. %ts product
range encompasses scooterettes$ scooters and motorcycles. %ts
gro+th has come in the last four years after successful
introduction of models in the motorcycle segment.

5ONDA 3
(onda has been the +orldFs largest motorcycle manufacturer since
1GG$as +ell as the +orldFs largest manufacturer ofi nternal combustion engines m

 became the
manufacturer.(onda +as the eighth largest automobile
manufacturer in the +orld behind :eneral otors$ Ool*s+agen

:roup$ Toyota$ (yundai otor :roup$ #ord$ ;issan$ and P'A in

2011.
1. Which bran ! "!# $r%&%r &!r bi'%( )

H!na Ba*a* Ya+aha H%r!

10 12 7 1

INTERPRETATION,

BAJAJ IS BEING PREFERED BY MOST OF

THE CONSUMERS .
. Which bi'% ! "!# n c!+&!r/ab0%)

H!na Ba*a* Ya+aha H%r!

0 1 4 25
. Which +!/!r bi'% $r!2i%( "!# 3i/h 4!!
a&/%r (a0% (%r2ic% )

H!na Ba*a* Ya+aha H%r!

15 5 6 4
5. Which +!/!r bi'% bran $r!2i%( "!# 3i/h
b%//%r +i0%a4%)

H!na Ba*a* Ya+aha H%r!

15 10 0 5
6. Which bran $r!2i%( "!# 3i/h +!r
% a//rib#/%( !r charac/%ri(/ic( 7(#($
%n(i!n8
+ac3h%%0( 8 h!rn 9

H!na Ba*a* Ya+aha H%r!

18 12 0 0
:. Which +!/!r bi'% bran i( +!r%
%c!n!+ica0)

H!na Ba*a* Ya+aha H%r!

10 3 17 0
;. Which bi'% bran ! "!# /hin' i( +!r%
%n2ir!n+%n/ &ri%n0")

H!na Ba*a* Ya+aha H%r!

5 17 3 5
<. =in0" ra/% /h% bran( a( $%r "!#r
'n!30%4% 71 /! 59)

 Ya+aha H%r! Ba*a* H!na

12 15 2 1
>. Which bran "!# /hin' $r!2i%( "!# +!r%
(/"0i(h bi'%( )

 Ya+aha H%r! Ba*a* H!na

4 13 7 6
1?. Which bi'%( bran a2%r/i(%+%n/ a//rac/%
"!# +!(/ )

 Ya+aha H%r! Ba*a* H!na

8 10 5 7
 '1==E'TION'

1.(ero should introduce a lo+ price bi*e .

2.#or the promotion$ company should ma*e road!sho+ that +ill

).%ncrease the sales. The company should concentrate more on the

ad&ertisement.

K. (onda ?ompany should implement a ne+ strategy to reduce the

competition and lead into the bi*e mar*et.

.As people e@pect more mileage per *ilometer$ company

should increase the mileage of the hero (onda bi*e.

". >amaha should ma*e a sports bi*e li*e to Ea+asa*i 'u=u*i

(yabusa bi*es +hich can run +ith ma@imum speeds.

#I#LIO=RAP58
 #oo"s 3
1.ar*eting research$ :.?.Beri$ Third dition$ Tata c:ra+(ill
Publishing ?ompany imited$ ;e+ elhi$ 2000

2.ar*eting management$ Philip Eotler$ T+elth ,illennium-editi

on$ Prentice!(all of %ndia Pri&ate imited$ ;e+ elhi$ 200)

@ebsites
).+++.herohonda.com

K +++.honda.com
. ++
+.yamaha.com ".+
++.bajaj.com
 A STUDY ON CONSUMER BUYING BEHA@IOUR

 7 WITH SPECIAL REFERENCE TO MOTORBI=E

c#(/!+%r !& Bh!$a09

#%(/i!nnair%

NAME , AGE ,
CONTACT- NO 

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