Title of the project

Analyzing Customer Behaviour & Measuring Customer Satisfaction

Introduction
Selling of any product, there is needed to build relationship
with customer. For building a Relationship there is need for
knowing the customer behavior and how will be they satisfied?

This project is undertaken to know the customer behavior &

satisfaction level for Hero MotoCorp in Saurabh Automobiles
at (Dhani bazaar,Maharajganj). Also through this project get
awareness that which factors affect on the selling of bike mainly
in the rural area. Because the area where project was undergoing,
it is almost rural area and most population income depends on
agriculture or its products.

There were some limitations while doing the project. The

data was collected by personal interviews of the respondents. It
was very challenging to fill up the questionnaire as most of the
population comes from rural back ground. As it was the rural
area we were supposed to explain each and every question of the
questionnaire. Also many of them did not show any interest in
filling questionnaires..

This study will help Hero MotoCorp to know the most

popular way by which they are providing services and quality to
the customers and to know various customers Perceptions.
From the study, we found that, the customers were highly
satisfied with the products and service of Hero MotoCorp, but
there were some complaints regarding after sales service and
staff of Hero MotoCorp.
 It was found that Hero MotoCorp Motor cycle is having a
good brand image in the market. Most of the respondents
considered Hero MotoCorp showroom is one of the best places
to purchase of Motor cycle.

The present is the era of customers. Customers are more

knowledgeable than ever before and because the customer is
more knowledgeable, companies must be faster, more agile and
more creative than few years ago. So companies should strive to
enhance customer satisfaction through knowing their
expectations regarding products.

Hero MotoCorp should improve on their after sales support,

and have knowledgeable support staff. Also Hero MotoCorp
should increase the range of its targeted market.
 OBJECTIVE OF THE STUDY

 To determine customer’s satisfactions in Hero MotoCorp

Ltd.

 To knows the factor which influencies on following

transaction examine of Hero MotoCorp Ltd.

 For measuring whether the dealers render after-sale service,

how better the consumer’s is satisfied within it.

 To recognize whether all problems are resolved completely at

check location.

 For knowing whether a vehicle is transport on instant at

service’s stations.

 To understand 2-wheeler sector’s in India.

 SCOPE OF THE STUDY

 These revise help the organisations for increasing services

and product’s quality foundation procession corporation.

 The range is extremely restricted because attitude of public

change based to time.

 This study is conducted for six weeks.

 The study was restricted for minimum areas. that could not
results inaccurate about Saurabh Automobiles Dhani
bazaar.
 RESEARCH METHODOLOGY

 Research is the arrangement structures with strategies for investigation

conceived for answers to researched questionnaires with controlled be
composed since which basis by on top of reveal information in the
primary data and secondary data.

RESEARCH DESIGN

The lessons commence to way in the following deal service and customer’s
satisfaction in the direction of Hero MotoCorp Ltd. (Saurabh Automobiles Dhani
bazaar)

OBJECTIVE
1. To know customer behavior for purchase of hero motocorp bike.
2. To identify the factor which influences on customer decision.
3. To know which medium play important role for purchasing bike.
 RESEARCH PLAN

Research Design: Descriptive

Research Method Used Survey

Research Technique Used Questionnaire

Data Collection (location) Dhani bazar (u.p)

Sampling Plan convenience

Sample Size 100

DATA COLLECTION

1.PRIMARY DATA

Informations which. through the facilitate of questionaire system with convention

diverse bikes possessor Hero MotoCorp Ltd. The data has collected from 50
customers, in the topic of basic random sampling.

2.SECONDAY DATA

Secondary data is composed form the company annual-reports, journal,

publication, broachers and websites etc.

3.SAMPLE DESIGN

The sample unit confined to ending consumer of products i.e. Hero MotoCorp
Ltd. Owners knows there satisfaction levels based on performances of motors
and services.

4.SAMPLE UNIVERSE
The assessment was done in saurabh Automobiles dhani bazar according to my
convenience it is not gives the exact result of U.P or India.

5.PERIOD OF STUDY

Study is done during the year 2020.

6.SAMPLE PROCEDURE

The sample-size is 50 consumer’s only. The illustration consists of Businessman,

Doctors, Engineers, Officers and Contractors etc. The analysis was analyised in-
form an consultation surrounded by accidentally special sample of 50 regulars of
Hero MotoCorp Ltd customer’s model amount form the trader casual.

ANALYTICAL METHOD
Basic percentages methods have to use for identifying purpose.

DESCRIPTIVE STUDIES
In descriptive studies, when a research person is awareness to
knows the character of sertain grouping as era, sex, educational
levels, employment of incomes, the expressive revise is
necessary. Descriptive study are well structure. therefore, it
necessary that pollster objectives of a study to answer under
investigation.
 LIMITATIONS OF THE STUDY

 Few customer’s refuse to coperate and does not dis-close

their genuine option.
 Customer’s data is more confidential, so organisation
doesn’t dis-close it properly.
 Source of data is collects from customer’s and dealers’
only.
 Respondent’s might answer for influences or bias.
 Make of appointment to Management personel is tough
work, because of busy schedu1ed.
 Even through vary commencing the people.
 Time been a limited factors which has not for sufficients to
make opinion from majorities of users, which form fraction
of universally sample.
 The samples which drawn are purpose on studies doesn’t
represent the whole sector.
 REVIEW OF LITERATURE

 The 2-wheeler is going has developed always, but the to slow

down. The impact was really felt in subsequently year when
largely growth was only 2%. Mopeds have a capacity of around
21%. Planning the future to reach the longterm aim is much
needed to survival and growth of all businesses. Today's strategic
planning must take into report the rapid technological changes,
the increase in spirited and the turbulent business environment,
also with the fact that the world appropriate a big global village.

 India has the leading no of 2-wheeled vehicles in world with 42.7

million vehicles. 40% of cars 72% 2-wheeled vehicles. Hero was
founded on April 13, 1984. The Indian 2- wheeler production can
be generally classify as scooters, motorcycles and mopeds. In the
past 10 years, national 2-wheeler vehicles have seen a structural
load. This can observe from changes in the composition of 2-
wheel sales, where motorcycle have expand promote shares in the
scooter segment.

 The license existing between the '40s and' 80s in India allocate
other to come in advertise introduce were strictly controll.
 BIBLIOGRAPHY

BOOKS:

• Principles of Marketing – Philip Kotler & Gary Armstrong

• Marketing Research – G.C.Beri
• Services Marketing – Adlarian Palmer

ARTICLES:

• Auto India
• Business Today
• Gear up
• Overdrive
• Easy Rider
• Wheelocity

WEBLIOGRAPHY:

 www.heromotocorp.com
 www.autofinlimited.com
 www.slideshare.com
 www.wikipedia.com
 www.google.com