ZULEKHA COLLEGE OF COMMERCE SCIENCE & TECNOLOGY

A
PROJECT REPORT
ON
A STUDY ON CONSUMER SATISFACTION TOWARDS HONDA TWO
WHEELERS
SUBMITTED TO
RASTRASANT TUKDOJI MAHARAJ NAGPUR UNIVERSITY NAGPUR
(RTMNUN)
UNDER THE GUIDANCE OF

SUBMITTED BY
Mr. AMAR CHHETRI
A PROJECT SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENT
FOR THE AWARD OF THE DEGREE OF BACHELOR
OF BUSINESS ADMINISTRATION (BBA)

DEPARTMENT OF COMMERCE
ZULEKHA COLLAGE OF COMMERCE SCIENCE AND
TECHNOLOGY

SHANTINAGAR NAGPUR 440002

2019-2020

A STUDY ON CONSUMER SATISFACTION AMAR. D. CHHETRI

TWOWARDS HONDA TWO WHEELERS
 INDEX

Sr. No CHAPTER Page No

1. INTRODUCTION
1) Introduction
2) Need to understand customer
3)The manufacturing process

2. COMPANY PROFILE
1) Company profile of Honda two wheelers
2) History
3) Product
4) Company Mission and Vision

3. RESEARCH METHODLOGY
1)Objective of
study 2)Scope of
study
3)Method of Data Collection
4)Research Design
5)Limitation

4. DATA INTERPRETATION & ANALYSIS

6. RESULTS AND FINDING

7. CONCLUSION
8 SUGGESTION

9. BIBLIOGRAPHY
10 ANNEXURE-QUESTIONNAIRE

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INTRODUCTION

INTRODUCTION
HONDA Motorcycle and Scooter India, Private Limited ( HMSI ) is the
wholly owned India subsidiary of Honda Motor company Limited Japan.
Founded in 1999, it was the fourth Honda automobile venture in India, currently
HMSI has four manufacturing location at Manesar in Haryana, Tapukara in
Rajasthan, Narsapura, kolar in Karnataka and Vithalpur, NW of Ahmadabad
scooter – exclusive plant in Gujarat. Its facility in narsapura is the largest
amongst its four location and has capacity of the 6,600 vehicles per day. Honda
India sales skyrocketed up to 4.28 millions motorcycle and scooters backed by
scooterization of India via bestselling scooter active over 350,000 scooter
Activa scootor in 2017/ 18. Honda motorcycle & scooter started independent
operation since 2010 after separation from Hero Honda motors J/V since 1984.
6millions production capacity establishment within 7 years record in India, top
world motorcycle market. Japanese auto major Honda Motorcycle and Scooter
India (HMSI), which has invested close to Rs 150 crore to make operational an
integrated Technical Centre at its Manesar facility in October last year, will roll
out its first indigenously developed product within a year.Honda has hired 200
engineers to work at the Technical Centre in Manesar, half of whom belong to
HMSI and remaining are on the payroll of Honda Research & Development
India (HRID). “The research and development (R&D) team will leverage local

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SATISFACTION
sourcing and production infrastructure with innovation to the maximum extent
to create products that directly respond to the needs of the customers in India”,
said Keita Muramatsu, president and CEO, HMSI. The company today
launched its most affordable scooter model Activa-I priced at Rs 44,200 (ex-
showroom Delhi).aiming to consolidate its leadership position in the domestic
scooter market. Powered by an 110cc engine this gearless scooter will be sold
across the country by June end. Honda also sells three scooters models Dio,
Activa and Aviator all powered by the same 110 cc engine and available at
prices between Rs 44,718 and Rs 53,547 (ex-showroom Delhi).Honda has been
losing share in the scooter market to rivals like Hero MotoCorp, Suzuki
Motorcycle India and Yamaha India that had introduced new models in past few
months. Muramatsu said, “We are still leader in the automatic scooters segment
and today we have entered into the personal compact segment with Activa–I
that would increase our penetration in the urban markets. We have been facing
production constrains that has principally led to decrease in our market share,
which we aim to recover with our third plant coming upstream in Bangalore.”
He informed that the company has an order backlog for 100,000 two-wheelers
nearly 70 per cent of which are for scooters. The company is also studying the
possibilities of setting up a fourth plant for the Indian market but is cautious
given the current sluggishness in the industry. The Indian two wheeler market
grew by 2.9% to 13.79 lakh units in the past fiscal, which came down to 1.13%
in the first two months of the current fiscal.

NEED TO UNDERSTAND CUSTOMER

Understanding customers is the key to giving them good service. To give good
customer care you must deliver what you promise. But great customer
care involves getting to know your customers so well that you can anticipate
their needs and exceed their expectations.
To understand your customers well, you need to be attentive to them whenever
you are in contact with them. The potential rewards are great: you can
increase customer loyalty and bring in new business through positive word-of-
mouth recommendation
There are three main ways to understand your customers better. One is to put
yourself in their shoes and try and look at your business from their point of
view. The second way is to collect and analyse data in order to shed light on
their buying behaviour. The third way is simply to ask them what they think

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Understanding your customers requires you to put yourself in their shoes take a
hard look at the points at which your customers have contact with your
business. These include meetings and visits, phone calls, correspondence and
deliveries. Do your premises look scruffy, is your receptionist unfriendly or do
your phones ring and ring without being answered? All of these things can
make a customer feel disappointed.
The most common customer complaint is being kept waiting. If you're slow to
return calls or fulfil orders, then you're in danger of losing customers. Above all,
customers want you to deliver what you have promised and surpass their
expectations
As a small business, you can offer a personal service. If you remember a
customer's name and recall your last conversation with them, you will have
brightened up their day. They will also tell their friends what a great service you
provide.
Understanding your customers and improving your service must be a priority
throughout your business.
( SIX STEP TO UNDERSTAND CUSTOMER NEED)

 Listen to your customers

 Empathize with customers
 Offer free product demonstrations
 Learn about your competitors
 Give customers options
 Reassure customers that your services will meet their expectations

Conduct a customer satisfaction survey and you will make your customers feel
valued. You will also gain valuable insights. But don't ask for feedback if you're
not prepared to make changes When you do make improvements, tell your
customers what you have done as a result of their feedback.
Well-compiled customer surveys can tell you things you may not know,
including human factors such as staff behaviour. Not everyone complains when
they are dissatisfied. Instead, they tell their friends about their bad experience
and take their business elsewhere. Unless you proactively consult your
customers, you may never discover if you are going wrong.

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THE MANUFACTURING PROCESS

1. Raw materials as well as parts and components arrive at the

manufacturing plant by truck or rail, typically on a daily basis. As part
of the just-in-time delivery system on which many plants are scheduled,
the materials and parts are delivered at the place where they are used or
installed.
2. Manufacturing begins in the weld department with computer-controlled
fabrication of the frame from high strength frame materials.
Components are formed out of tubular metal and/or hollow metal shells
fashioned from sheet metal. The various sections are welded together.
This process involves manual, automatic, and robotic equipment.
3. In the plastics department, small plastic resin pellets are melted and
injected into molds under high pressure to form various plastic body
trim parts. This process is known as injection molding.
4. Plastic and metal parts and components are painted in booths in the
paint department using a process known as powder-coating (this is the
same process by which automobiles are painted). A powder-coating
apparatus works like a large spray-painter, dispersing paint through a
pressurized system evenly across the metal frame.
5. Painted parts are sent via overhead conveyors or tow motor (similar to a
ski lift tow rope) to the assembly department where they are installed
on the frame of the motorcycle.
6. The engine is mounted in the painted frame, and various other
components are fitted as the motorcycle is sent down the assembly
line.
7. Wheels, brakes, wiring cables, foot pegs, exhaust pipes, seats,
saddlebags, lights, radios, and hundreds of other parts are installed on the
motorcycle frame. A Honda Gold Wing motorcycle, for example, needs
almost as many parts to complete it as a Honda Civic automobile.

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COMPANY PROFILE
LOGO OF HONDA COMPANY

COMPANY PROFILE OF HONDA TWO WHEELERS

Honda Motor Co., Ltd. (Honda), incorporated on September 24, 1948,
develops, manufactures and markets motorcycles, automobiles and
power products across the world. The Company's segments include
Motorcycle Business, Automobile business, Financial services business,
and Power product and other businesses. Honda conducts its
operations in Japan and around the world, including North America,
Europe and Asia. Honda markets its products through a sales network of
independent local dealers. Its motorcycles are distributed through
outlets, including PRO'S shops and Honda Dream authorized
dealerships. Its automobiles and power products are distributed in Japan
through retail dealers. Its manufacturing facilities are located in Japan,
the United States, Canada, Mexico, the United Kingdom, Turkey, Italy,
France, China, India, Indonesia, Malaysia, Thailand, Vietnam, Argentina
and Brazil.

Motorcycle Business

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The Company produces a range of motorcycles, with engine
displacement ranging from the 50 cubic centimeters class to the 1,800
cubic centimeters class. Honda's motorcycles use internal combustion
engines developed by Honda that are air-or water-cooled, four-cycle,
and are in single, two, four or six-cylinder configurations. Honda's
motorcycle line consists of sports (including trial and moto-cross racing),
business and commuter models. Honda also produces a range of off-
road vehicles, including all-terrain vehicles (ATVs) and side-by-side
(SxS).
Automobile Business
The Company's automobiles use gasoline engines of three, four or six
cylinder, diesel engines, gasoline-electric hybrid systems and gasoline-
electric plug-in hybrid systems. Honda also offers alternative fuel-
powered vehicles, such as ethanol, battery electric and fuel cell
vehicles. Honda's principal automobile products include passenger cars,
light trucks and mini vehicles. Its passenger car models include Accord,
Accord Hybrid, Amaze, Brio, Brio Amaze, Brio Satya, City, Civic, Civic
Tourer, Civic Type R, Crider, CR-Z, Fit/Jazz, Fit/Jazz Hybrid, Freed,
Freed Hybrid, Freed Spike, Freed Spike Hybrid, Grace, Grace Hybrid,
Greiz, Honda Mobilio, Insight, Jade, Jade Hybrid, Legend Hybrid,
Mobilio, Shuttle, Shuttle Hybrid, Spirior, Acura ILX, Acura RLX and
Acura TLX. Its light trucks models include BR-V, Crosstour, CR-V,
Elysion, Odyssey, Odyssey Hybrid, Pilot, Step WGN, Vezel/HR-V, Vezel
Hybrid, XR-V, Acura MDX and Acura RDX. Its mini vehicles models
include Acty, N-BOX, N-BOX +, N-BOX Slash, N-ONE, N-WGN, S660
and Vamos.
Financial Services Business
Honda offers a range of financial services to its customers and dealers
through finance subsidiaries in countries, including Japan, the United
States, Canada, the United Kingdom, Germany, Brazil and Thailand.
The services of these subsidiaries include retail lending, leasing to
customers and other financial services, such as wholesale financing to
dealers.
Power Product and Other Businesses
Honda manufactures a range of power products, including general-
purpose engines, generators, water pumps, lawn mowers, riding
mowers, grass cutters, brush cutters, tillers, snow blowers, outboard
marine engines, power carriers, sprayers and pressure washers. Honda
offers cogeneration units.

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HISTORY
Soichiro Honda, the developer of Honda motorcycles, didn’t set out to
manufacture them. In fact, his passion was vehicles. He also loved the idea of
driving fast and enjoyed racing. He worked from the time he was a teenager in
an auto repair shop, so he had a great understanding of the mechanical end of
things. He also owned a Harley and an Indian, giving him plenty of motorcycle
riding experience

In 1928, Honda opened his own repair shop. As a hobby he also indulged in
building race cars. He did not start the Honda Motor Company until he was 41
years old in 1948. They manufactured several two stroke and four stroke
motorcycle models. He focused on the areas of quality and design, offering well
made products to compete in the industry .While the motorcycle sells continued
to rise over the next two decades, the company almost went under in 1953. This
was due to the end of the Korean War and economic depression in Japan.
However, they continued to sell a small amount of motorcycles and continue
production. The main reason Honda did not close the factory was because he
did not want to see more people out of work. Honda is also credited with
establishing the Motorcycle Industry Council and the Motorcycle Safety
Council. They provided half of the funding needed to start both organizations.
Their community involvement was noticed and highly appreciated by the
motorcycle enthusiasts of the United States, resulting in more trust in Honda
products.Throughout the 1970’s Honda continued to rule the motorcycle
industry, developing new motorcycles that people around the world couldn’t get
enough of. They also got a reputation for the fastest bikes around, as their
models won more than 70 high profile races around the world in 1973. In 1975
Honda took another leap that paid off well for them. They introduced the
GL1000 Gold Wing as a touring bike. It brought a whole new level of comfort
and style to touring bikes that other manufacturers quickly copied. Since then,
Honda has continued to produce innovative motorcycle models that appeal to
the various cultures around the world. They have also continued to invest in the
public interest. Honda donates thousands of motorcycles to worthy causes each
year. They also help fund motorcycle training courses to help ensure
motorcyclists have the best information to operate their bikes safely. Honda has
proven themselves to be a manufacturer of reliable motorcycles for the past
several decades. They are among the top sellers in the motorcycle industry
because of their unique designs, long lasting equipment, and low cost
motorcycle models. While they have taken some huge risks over the years, they
have helped them to build the successful motorcycle empire they have today.

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PRODUCT
Honda India offers a total of 29 bikes. These consist of 1 Honda upcoming bike
and 28 new Honda bikes in India.. The list of Honda bike models in country
comprises 1 cruiser bike, 11 commuter bikes, 6 sport bikes, 9 scooter, 1 off
bikes. Some of the popular Honda bikes in India includes Honda Activa5G,
Honda Cb shine, Honda cb shine sp, Honda sp 125, Honda x blade, Honda dio,
Honda cb unicorn 150, Honda active 125, Honda livo, Honda cb unicorn 160,
Honda cbr 250R, Honda Grazia, Honda cd 110 Dream, Honda navi, Honda
dream Yuga ,Honda aviator, Honda Activa 125FI, Honda cbr 1000RR, Honda
dream neo, Honda cb300R, Honda cliq, Honda cbr650R, Honda plus, As of
January 2020, Honda has total of 2041 dealerships spread across 687 cities in
India..

COMPANY MISSION AND VISION

MISSION

A dynamic growth oriented company through market leadership, excellence

in quality and service and maximizing export, ensuring attractive returns to

equity holders, rewarding associates according to their ability and

performance, fostering a network of engineers and researchers ensuing

unique contribution to the development of the industry, customer satisfaction

and protection of the environment by producing emission friendly green

products as a good corporate citizen fulfilling its social responsibilities in all

respects.”

VISION
MARKET LEADER in the motor cycle industry emerging as global competitive
centre of production and export” in these area, we will bring the universal
passion of HONDA to “serve people worldwide with the joy of expanding their
life’s potential” and two ward this end, we will lead the advancement of

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mobility and enable people everywhere in the world to improve their daily lives.
“ This is our 2030 vision statement.”

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 RESEARCH METHODLOGY
Research methodology is the path through which researchers need to
conduct their research. It shows the path through which these researchers
formulate their problem and objective and present their result from the
data obtained during the study period. This research design and
methodology chapter also shows how the research outcome at the end will
be obtained in line with meeting the objective of the study. This chapter
hence discusses the research methods that were used during the research
process. It includes the research methodology of the study from the
research strategy to the result dissemination. For emphasis, in this chapter,
the author outlines the research strategy, research design, research
methodology, the study area, data sources such as primary data sources
and secondary data, population consideration and sample size
determination such as questionnaires sample size determination and
workplace site exposure measurement sample determination, data
collection methods like primary data collection methods including
workplace site observation data collection and data collection through desk
review, data collection through questionnaires, data obtained from experts
opinion, workplace site exposure measurement, data collection tools
pretest, secondary data collection methods, methods of data analysis used
such as quantitative data analysis and qualitative data analysis, data
analysis software, the reliability and validity analysis of the quantitative
data, reliability of data, reliability analysis, validity, data quality
management, inclusion criteria, ethical consideration and dissemination of
result and its utilization approaches. In order to satisfy the objectives of the
study, a qualitative and quantitative research method is apprehended in
general. The study used these mixed strategies because the data were
obtained from all aspects of the data source during the study time.
Therefore, the purpose of this methodology is to satisfy the research plan
and target devised by the researcher.

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OBJECTIVE OF STUDY
Everybody in this universe is a consumer. We need a variety of goods and services right from our
birth to death. Then who are the consumer and how they behave while purchasing a particular
product is very important for marketers. Two-wheelers market is a buyers' market with numerous of
brands as well as a number of product differentiations in terms of models in each brand. Hence an
attempt has been made in this study to examine the 12 consumer preference towards two wheelers.
The objectives of the study are as follows:

• To study about the consumer preference towards Honda in general.

• To find the awareness level of the consumer regarding the Hero Honda brands that are available in
the market.

• To know the important factors influencing the purchase decision of buyers.

• To analyses the relationship between the brand preference with reference to demographic factors.

• To rank all the brands in Hero Honda Motors and to know the level of satisfaction of consumers.

• To offer valid suggestion for the improvement of the product.

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SCOPE OF STUDY
The scope of the study is confined to Hero Honda Two-wheeler.

• The study has got very wider scope in the vehicle and it is common to all consumers.

• This study provides best choice to the consumer while selecting the brand.

• This study has been constructed and designed to evaluate the present scenario of two-wheeler
industry especially Hero Honda Motors

• To find out the influencing factors of brand preference and consumption habits of consumer while
selecting two-wheeler.

• This study focus the overall maintenance of profitability and annual report of Hero Honda Motor.

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METHOD OF DATA COLLECTION

Data collection is a process of collecting information from all the relevant
sources to find answers to the research problem, test the hypothesis and evaluate
the outcomes. Data collection methods can be divided into two categories:
secondary methods of data collection and primary methods of data collection.

Secondary Data Collection Methods

Secondary data is a type of data that has already been published in books,
newspapers, magazines, journals, online portals etc. There is an abundance of
data available in these sources about your research area in business studies,
almost regardless of the nature of the research area. Therefore, application of
appropriate set of criteria to select secondary data to be used in the study plays
an important role in terms of increasing the levels of research validity and
reliability.
These criteria include, but not limited to date of publication, credential of the
author, reliability of the source, quality of discussions, depth of analyses, the
extent of contribution of the text to the development of the research area etc.

Primary Data Collection Methods

Primary data collection methods can be divided into two groups: quantitative
and qualitative.
Quantitative data collection methods are based in mathematical calculations in
various formats. Methods of quantitative data collection and analysis include
questionnaires with closed-ended questions, methods of correlation and
regression, mean, mode and median and others.
Quantitative methods are cheaper to apply and they can be applied within
shorter duration of time compared to qualitative methods. Moreover, due to a
high level of standardisation of quantitative methods, it is easy to make
comparisons of findings.
Qualitative research methods, on the contrary, do not involve numbers or
mathematical calculations. Qualitative research is closely associated with
words, sounds, feeling, emotions, colours and other elements that are non-
quantifiable.
Qualitative studies aim to ensure greater level of depth of understanding and
qualitative data collection methods include interviews, questionnaires with
open-ended questions, focus groups, observation, game or role-playing, case
studies etc.

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RESEARCH DESIGN
A research design is a framework or blue print for conducting the research
project. It details the procedure necessary for obtaining the information needed
to structure and solve research problem. A research design lays the foundation
for conducting the project. The cross-sectional descriptive research design is
used for conducting this research work because this design enables the
researcher to study the problem at given point of time of the population of
interest. To identify the problem, to develop and approach the problem and to
formulate an appropriate research design, primary research is used. Several
people who were visited the showroom of Rajkot Honda were identified and
primary data were collected from respondents using structured questionnaire.
Firstly pilot study will be done and its output will be used for the formulation
of questionnaire especially for item construction for the scale to measure the
satisfaction level. A structured questionnaire will be designed for quantitative
research and will be pre-tested before using as a final instrument for collecting
the data.

LIMITATION
The survey was restricted to Tirupathi only they may be few opinions, which
might have been missed out. The accrues of the analysis and conclusion drown
entirely depends upon the reliability of the information provided by the
employees. Sincere efforts were made to cover maximum departments of the
employees, but the study may not fully reflected the entire opinion of the
employs. In the fast moving/ changing employs behavior. Name new and better
things may emerge in the near future, which may cannot safe guard in this
report.

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DATA INTERPRETATION & ANALYSIS

Q.1 How long has you been associated with Honda motors...?
1. From 1 year 10%
2. From1-3 years 40%
3. From 3-5 years 20%
4. From 5-7 years 20%
5. Above 7 year 10%

Sales

10% 10%

20%
1st Qtr
2nd Qtr 3rd Qtr 4th Qtr
5th Qtr
40%

20%

10 % are people associate of 1 years, 40% people are associated with

1-3 years, 20% people are associated with 3-5 years, 20% people are
associated with 5-7 years and 10% people are associated with above
7 years.

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Q.2 How would you rate HONDA motors on the following
parameter….?

Agree 50%
Strong 20%
Disagree 20%
Strongly Disagree 10%

Sales

10%

20%
50%
1st Qtr
2nd Qtr
3rd Qtr 4th Qtr

20%

20% people are strongly agree with parameter, 50% people are agree
with parameter, 20% people are disagree with parameters , 10%
people are strongly disagree with the parameters

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Q.3 what is your overall opinion about HONDA Motors..?

1. Very Bad 0.5%
2. Neither Bad Nor Good 10%
3. Good 35%
4. Very Good 50%

Sales

5%
10%

50% 1st Qtr

2nd Qtr
3rd Qtr 4th Qtr
35%

05% people are said that very bad, 10% people are said that
neither bad nor good, 35% people are said that good and 50% people
are said that very good

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Q.4 How likely would you recommend HONDA Motors..?
1. Very unlikely 20%
2. Likely 35%
3. very likely 45%

Sales

20%

45%
1st Qtr
2nd Qtr 3rd Qtr
4th Qtr

35%

20% people are very unlikely, 35% people are likely and 45%
people are very likely

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Q.5 Do you like the promoters and ad campaigns of

HONDA motors..?
1. Very Unlikely 15%
2. likely 30%
3. Very likely 55%

11%

25%
1st Qtr

64% 2nd Qtr

3rd Qtr

15% people are very unlikely 30% people are likely and 55%

people are very likely

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 RESULT AND FINDING
 Respondents in the income group of 10,000 to 15,000 and

20,000 and above using HONDA Motors

 Among the 100 respondents surveyed mostly 90% customer

are satisfied with the bike

 Only 10% Customer is dissatisfied with the Honda motors,

became of average

 Most of customer is educated and qualified people are suggest

her bike or recommended the company name

 Better mileage

 Novel style

 Offer provider

 Percentage of well equipment service station

 Long lasting durability

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Conclusion

On the average more than 73% people feel that the price are
affordable whereas 12% do not agree 74% believe that attractive
discounts are offered whereas 26% are not satisfied within discount
offered 20% said than the lest drives are not offered and 15% said
that post sales follow ups are no 1 done regularly whereas 85% said
that they were done regularly but people feel that it is the people car
as it satisfactory on all the parameters knowledge sales persons
employs spent enough time before and during sales display of
merchandise is attractive availability of product variety of
merchandise vehicles in good condition prices are affordable
attractive discounts are offered decor of the waiting area is pleasing
respond to complaints quickly

Honda motors services is excellent carful with personal information

and value for money the overall opinion about Honda motors is very
good 86% people agreed that the sales persons are knowledgeable and
14% strongly disagreed that the sales persons are knowledgeable.
64% people agreed that the sales persons spent enough time with
them before the sales and 36% strongly agreed with sales while 34%
strongly agreed that the sales persons spent enough time with them
during sales and only 4% disagreed with this 60% agreed that the
sales person spent enough time with them after sales 26% strongly
agreed with this and 14% disagreed that the sales persons spent
enough time with them after sales 94% agreed that the display of
merchandize was attractive and 6% strongly agreed that the display
of merchandize was attractive

91% agreed that the availability of the product was there, 5% strongly
agreed that the availability was there while only 4% said they
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disagreed this 87% agreed that there was verity selection of
merchandize whereas 7% strongly agreed that enough variety was
there and 6% disagreed with this 82% agreed that the vehicles was in
good condition when delivered, 16% strongly agreed with whereas
only 2% disagreed with this 64% strongly agreed that this prices are
affordable 21% agreed that the prices are affordable whereas only
15% said that they neither disagreed with this

55% agreed that discount offered are attractive 34% strongly agreed
with this while 11% disagreed and said that the discount offered were
not attractive 80% agreed that the decor of the witting area was
pleasing while 20% strongly agreed that the decor of the waiting area
was pleasing 74% agreed that the test drive was offered to them 6%
strongly agreed that the test drive was offered while 20% disagreed
with this 50% agreed that the post sales that the post sales follow ups
are done regularly 26% strongly agreed and 15% disagreed with this
4% agreed that the response to complaints is quick 18% strongly
agreed 12% neither agreed nor disagreed and 6% disagreed with this.

82% said that the services at Honda services station is excellent, 14%
strongly agreed while only 4% disagree with this, 85% agreed they
yes they were carefully with the personal information, strongly
agrees nor disagreed 94% strongly agreed with this 98% said yes that
they are aware about the insurance schemes of Honda while only 2%
said that they were not aware.

A STUDY ON CONSUMER AMAR.D.

SATISFACTIO
ZULEKHA COLLEGE OF COMMERCE SCIENCE AND TECNOLOGY, NAGPUR-

SUGGESTION

A STUDY ON CONSUMER (AMAR .D.

SATISFACTION