B Com (Gen) Project Report

A PROJECT REPORT
ON
CUSTOMER SATISFACTION TOWARDS
YAMAHA MOTOR
Submitted By
BHAVYA SHREE.K
Reg no:C1914016
Submitted to
VIJAYANAGARA SRI KRISHNADEVARAYA

UNIVERSITY, BALLARI
In partial fulfilment of the requirements for the award of the degree of Bachelor of Business
administration
Under guidance of
Mr. GURU PRASAD BABU SIR
HOD BCOM(GEN)
SHREE MEDHA DEGREE COLLAGE

ISO 9011 – 2015 CERTIFIED COLLEGE
Shree Medha degree College Ballari

DECLARATION
I Here by declare that this project work titled Customer satisfaction

towards Yamaha motors is a record of original work done by me under the
guidance of Mr. RH Guru Prasad babu sir, and that this project work has
not formed the basis for the award of any degree/diploma/associate
ship/fellowship or similar title to any candidate of any university.
Signature of candidate:
Name: Bhavya Shree. k
(C1914016)

ACKNOWLEDGEMENT
I would like to express my sincere thanks to Mr. RH GURU PRASAD

BABU SIR for his valuable guidance and support in completing my
project.
I would also like to express my gratitude towards our principal Mr.

RAM KIRAN SIR for giving me this great opportunity to do a project on
CUSTOMER SATISFACTION TOWARDS YAMAHA MOTOR without their
support and suggestions this project would not have been completed.
Your name: Bhavya Shree. k

Signature:

S.NO CONTENT. PG.NO
1 INTRODUCTION. 1
1.1 IMPORTANCE OF CUSTOMER SATISFACTION.

2
1.2 THEORETICAL IMPLICATION OF THE STUDY.

2
1.3 COMPANY PROFILE. 3
2 REVIEW OF LITERATURE. 11
3 RESEARCH OF DESIGN. 17
3.1 STATEMENT OF THE PROBLEM. 17
3.2 NEED OF THE STUDY. 17
3.3 SCOPE OF THE STUDY. 17
3.4 OBJECTIVES OF STUDY. 18
3.5 LIMITATION OF STUDY. 18
3.6 RESEARCH METHODOLOGY. 18
3.7 SAMPLING DESIGN. 19
3.7.1 TARGET POPULATION. 19
3.7.2 SAMPLING SIZE. 19
3.7.3 SAMPLING UNIT. 19
3.7.4 SAMPLING METHOD. 19
3.8 PRIMARY AND SECONDARY DATA. 20
3.9 INSTRUMENT FOR DATA COLLECTION. 20
3.10 METHOD OF DATA COLLECTION. 21
3.11 DATA ANALYSIS TECHNIQUES. 21
4 RESULTS OF ANALYSIS AND TECHNIQUES. 22
5 PRODUCTS AND SERVICES. 37
6 SUMMARY OF FINDINGS. 52
7 RECOMMENDATIONS. 54
8 CONCLUSION. 56
CHAPTER-I
INTRODUCTION.
Shree Medha degree college, Ballari 1

CHAPTER-I
INTRODUCTION
1. INTRODUCTION
India looks to be the second largest two wheeler manufacturer in the world whereas
the country occupied third place in domestic sales after Japan and China. In the last few
years, the industry has attained a significant progression in the country especially in
production as well as sales. Maximum number of Indians had an interest towards motorbikes
rather than preferring cars. In two wheeler segments, bikes has played a prominent role in
India. Hence it is necessary to know how much satisfaction the consumers had towards the
two wheelers in India. If the performance exceed expectation that lead to satisfaction or else
it lead to dissatisfaction. Many companies had an aim for high satisfaction because
customers who are just satisfied they won’t switch to other brand. Those are highly satisfied
they won't switch to other. High satisfaction provides an emotional affinity with the brain not
having a rational preference towards it. Hence it upsurge customer loyalty. In this
competitive world customers plays an important role and hence it is necessary to determine it.
It is different from one individual to another yet identifying parameters is important. Hence
the researcher make an effort to identify how Yamaha motors customers had a satisfaction
towards service and after sales service in Ballari
1.1 IMPORTANCE OF THE CUSTOMER SATISFICATION

Researcher evaluate the customer’s satisfaction which is primary to design marketing
strategies based on the needs of the customer. Hence this looks to be the way to upsurge high
grade satisfaction towards customer needs. Manufacturer produce the products based on the
customer needs mainly to satisfy them. If a customer had a great satisfaction ultimately it
lead to upsurge the business profitability.
1.2 THEORETICAL IMPLICATION OF THE STUDY
Customer satisfaction referred as the degree of satisfaction towards the products or

services which gauged with how many time the customers purchased the products again and
again. It is quite difficult to calculate if the company has register with high sales profits.

Customer satisfaction is about the outcome borne with pre purchase with
post purchase evaluation of products. This result that quality issues and non quality
issues which require experience with service or providers.
1.3. COMPANY PROFILE

Company Name Yamaha Motor Co., Ltd.
Founded July 1, 1955
Capital 85,797 million yen ( as of March 31,2019 )
President Yoshihiro Hidaka
Employees 53,977 ( as of December 31, 2018 )
( Consolidated ) Parent : 10,614 ( as of December 31, 2018 )
Headquarters 2500 Shingai, Iwata-shi, Shizuoka-ken, Japan
Consolidated subsidiaries : 113

Non- consolidated subsidiaries : 3 ( by the equity
Group Companies method )
Affiliates : 27 ( by the equity method )
( as of March 31,2019 )

Yamaha Motors stared their journey in India as a joint venture company in the
year 1985 but in August 2001 the company get 100% subsidiary especially for
Yamaha Motor Corporation, Japan. In the year 2008, Mitsui and Co had an agreement
with the company as a
joint section of India.
At present, it had a manufacturing facilities nearly in three areas. One at Surajpur

and other as Faridabad and third as Kanchipuram. Infrastructure had a great
support for producing two wheelers and parts especially for both domestic as well as
overseas countries.
The company produced a products with highly customer dricen which had a
network of 2200 points which had a dealers to be around 500.

VISION
The company had a vision that it had an wholesome and trusted brand which promote
the customers by creating kando.
MISSION
The company had a mission that exclusive and trust brand which widely acclaimed
and highly honoured products in India which focused on serving the customers where they
can

construct long lasting relationship with an intention of higher the life style through
performance excellence and then proactive design followed by innovative technology. Their
innovative solutions focuses more on exceed the transformation of needs of customers which
offer value added vehicles to them.
Build the wining team members who had the capability of success and at the same
time thrive for action and deliver the outcome. Employees are the most valuable assets and
they intend to progress mainly to achieve international level of professionalism with utmost
progressive career development. They conduct business in an ethical way and socially
responsible manner with an intention of preserving the environment. Further the company
focuses more on innovating business processes for making value as well as knowledge across
entire customers and thereby earning the loyalty among the partners which upsurge the
stakeholder value
CORE COMPETENCIES
⮚ Customer
We put customers first in everything we do. We take decisions keeping the

customer in mind.
⮚ Challenging Spirit
We strive for excellence in everything we do and in the quality of goods &

services we provide. We work hard to achieve what we commit & achieve results
faster than our competitors and we never give up.

⮚ Team-work
We work cohesively with our colleagues as a multi-cultural team built on trust,

respect, understanding & mutual co-operation. Everyone's contribution is equally
important for our success.
⮚ Frank & Fair Organization
We are honest, sincere, open minded, fair & transparent in our dealings. We
actively listen to others and participate in healthy & frank discussions to achieve the
organization's goals.

>sales
SWOT ANALYSIS
STRENGTH
⮚ The company provide an excellent branding followed by advertising and

global
distribution
⮚ The company had an employees around thirty nine thousand

⮚ The company looks to be the forerunner in providing motorsport
⮚ The company had an extremely high size which had an outreach to be
more.
WEAKNESSES
⮚ The company produced most expensive one
OPPORTUNITIES
⮚ The company had a prospects of expanding business in two wheeler

segment ⮚ Very restricted bikes to be export which tapped international
markets

THREATS
⮚ The company had a strong competition both in Indian brands as well as

international
brands
⮚ Highly depend on government policies which influence the industry because it

had an
upsurge in fuel prices
⮚ Public transport influence two wheeler sales in India.
COMPETITORS
⮚ Bajaj Auto Limited
⮚ Hero Motor Corp (Hero Honda)
⮚ TVS
⮚ Suzuki
⮚ Harley Davidson
⮚ Royal Enfield
⮚ Ducati Superbike

CHAPTER-II
REVIEW OF LITERATURE

CHAPTER-II
REVIEW OF LITERATURE
2. REVIEW OF LITERATURE
Dr. Duggani Yuvaraju and Durga Rao ( 2 0 1 4) . has stated in the study that how
customers had a satisfaction level towards Honda bikes and identified the attributes which
influenced them to prefer it. Findings of the study stated that majority of the respondents
showed Honda bikes had an excellent performance when it has been compared with others.
There was a significantly differences made based on attributes like mileage and then pick up
followed by performance. The study had an outcome that CRM placed an important role in
influencing customer satisfaction and the products has been highly preferred by high income
group people.
Vadnare. has conducted the study on after sales services of Empire Motors private
limited. The study was highly essential for those who were providing services to them. The
study has conducted the survey among 1 3 0 participants and identified that influencing
the customers to avail customer satisfaction can upsurge the company image in the eye of
public and good services attracted them to come again and again to avail it. Findings of
the stated that there was a relationship among occupation and dissatisfaction with the
services. Finally it concluded that the customers preferred the services primarily because
of delivery and hten commitment, brand which has created an impact among consumers of
Empire Motors.
Vinodhini and Umarani. has conducted the study among automobile sector in India.
Though the sector looked to be the fastest sector which acquired more number of customers
towards availing the services. Hence the researcher focused on how Lanson Toyota has
influenced the customers to prefer the products which was available in the market. The
primary intention of preference of products was based on quality of sales and services made
to them. Hence the researcher evaluated it and identified that the above attributes influenced
the customers to meet the expectations and further it looked to be a key performance
indicator for upsurge the four wheeler business in the market.

Dr. N.Chandrasekaran has examined that how the wants of the customer has been
achieved can be measured with the help of survey. The author considered marketing
variables as prices as well as product features and applied correlation which revealed that
both were dependent on one another. Finally this provided a knowledge on stimulating the
consumers to had a choice of particular brand. This assisted in overcome the problems
associated with the brand.
Dr.S.K.Sinha&Ajay Wagh has stated in the study that telecommunications looked

to be the fastest growing sector in the present century. Prospects of the market segment rely
on how they were giving preferences towards it. Service quality has placed an important
role that how it actually delivered that had a match with the customer expectations
which provided a better service than organisational brand promotional strategies.
Dr. C. Annandan&M.Prasanna Mohan Raj &Mr.S.Madhu has examined that

FMCG has acquired the rural markets only then satisfied with the customers. Market
penetration as well as consumption has influenced the rural areas which was low because
huge prospects assisted the market to become effectively. Findings stated that rural
customers preferred because they had their products at their door steps which statisfied them
a lot to had it.

Rachel Dardis, HoracioSoberon-Ferrer investigated the consumer decision making
is multinational, that is consumer choices are not base on a single product attributes, instead
consumers view products as bundles of attributes. Product attributes (automobile attributes)
as well as household characteristics. In both instances, the higher the value of the cost index
or the Trouble Index, the more unsatisfactory the car is relative to other cars. A better
educated household might be more informed about the performance properties of Japanese
cars and attracted by the higher value reliability of these cars.
Kurkoti and Prabhu (2011) has stated in the study that how customers were satisfied
with Tata Nano cars and the primary goal was to evaluate the customer satisfaction and
investigate the gap which provided certain impact on fire incidences made at Nano car users.
The study provided outcome that customers were not satisfied with the performance as well
as waiting period of car yet this had an influenced over customer satisfaction.
Jain, P. (2015). has conducted the study among two wheeler customers in Delhi.
India looked to be the worlds largest producer and manufacturer especially two wheelers in
the world. Preferences based on how they were giving importance to family and friends
followed by supplementary facilities associated with it. Findings stated that they were
flexible with the services provided by two wheeler companies.

Tripathy, D., & Mani, R. (2 014) has stated in the study that how customers
were satisfied with the bike users especially who were at UP. Findings stated that
customers were considered attributes in which the bike owners were satisfied or
dissatisfied with the two wheeler bikes they were utilising it.
SWARNA, B. (2018) has conducted that how two wheelers has influenced
the customers who were at Andhra Pradesh. The survey has been conducted at Ongole
town at AP. For which socio economic attributes has considered to identify the customer
satisfaction of consumers who were preferred at brand. Findings stated that design and
performance has influenced the consumers who preferred two wheelers. Satisfaction
was high who accepted the availability and introductory of a fresh brands available at AP.
Mahalakshmi, (2 013). has stated in the study that how profile has influenced
the respondents in picked out the products. survey has been conducted based on
age of the respondents and education qualification. The study provided outcome that
two wheelers has been selected based on promotional activities primarily to upsurge
the demand through introducing new one. Traditionally the people highly relied on
bicycle whereas now two wheelers has been highly preferred. Satisfaction level has
determined the preferences of two wheeler brands in India.
DEVI, Y. (2017) has examined that how satisfaction has influenced the
customers to had a choice on two wheelers which restricted its limit to Udumalpet. India
looked to be the second largest manufacturers of two wheelers in the world. Preferences
of two wheeler was based on how advertisement influenced to purchase the products
followed by additional facilities attached with and improvement made in the defective
products. Hence it was clear that customers selected the products based on performance
and quality of bikes

D.Vijaya lakshmi, et al., (2015) has stated in the study that in the present
days, customers were the centric as well as integrated person for combining the whole
marketing activities. Marketing players intention was to attract the consumers and hold
them to use the products. Hence it was necessary to satisfy them for the success of the
business. Branding has revolved around to identify the products as well as differentiate
it from one to another. There were various brands available in the market for two
wheeler which inclusion of Hero and then TVS followed by Suzuki and then Bajaj and
then Honda and then Mahindra and so on. The study provided outcome that there
were satisfaction towards particular brand
especially in the study area.

M. Arutselvi (2011), has stated in the study that how customers were satisfied with TVS
bikes in Kanchipuram especially who provided products through Saradas Auto agencies.
Further how the agencies retained the customers with their authorised sales. The
study provided outcome that though their performance was good because they had
a proper approach of people of who were need of it.

-
CHAPTER-III
RESEARCH DESIGN

CHAPTER-III
RESEARCH DESIGN
3. RESEARCH DESIGN
The study was descriptive in nature because it investigated that how actually
customers had a level of satisfaction towards Yamaha Motors MG Brothers in Ballari.
3.1. STATEMENT OF THE PROBLEM
India looks to be the second largest manufacturer of two wheeler products in the
world. They are offering numerous brand of products to the customers based on their
expectation. Hence it is necessary to fulfil the requirements based on current scenario.
From among numerous brands, the researcher picks Yamaha Motors to identify how their
services influence the customers to recommend the brand to others in Market.
3.2. NEED OF THE STUDY
Satisfaction level is about the dissimilar among perceived performance as well as

expectation. If performance matches with expectation level then the customers are highly
satisfied or less it lead to dissatisfaction. The present study focuses on how the services
extends to the customers as well as after sales services made to them to gain competitive
advantage over others.
3.3. SCOPE OF THE STUDY
The study assist the customers to know how the attributes influence them to prefer
Yamaha Motors in Ballari. The study provides a prospects to the Yamaha Motors to
improve their services standards. Further this provide a knowledge to the customers
regarding services and after sales services of Yamaha Motors in Ballari.

3.4 OBJECTIVES OF THE STUDY
This project is intended mainly to identify & evaluate the customer’s response towards
services of Yamaha Motors and after sales services provided by them.
● To study the customers preference in after sales service provided by Yamaha Motors.
● To find out customer expectation and satisfaction level about service and after sales
service at Yamaha Motors.
● To know whether after sales service help in building the image of “Yamaha”
Company.
3.5. LIMITATIONS OF THE STUDY
➢ Though the study was conducted at Bangalore which doesn’t represent whole of
Ballari areas.
➢ Quality of the information highly relied on how the customers had attained the survey.
➢ Respondents opinion may vary based on attributes which also influenced the
outcome of the study.
3.6. RESEARCH METHODOLOGY
The researcher focused on addressing how consumer satisfaction are gaining Yamaha
motors. The researcher utilized primary data to acquire information from consumer
satisfaction primarily to improve Yamaha motors.

3.7. SAMPLING DESIGN:
The present study was descriptive in nature because it investigate the present
situation on how customers were satisfied with Yamaha Motors,
3.7.1. TARGET POPULATION:

1. Area Selected For The Study: Area of study is Bangalore.
3.7.2. SAMPLING SIZE:
The researcher has evaluated the survey based on 120 customers.
3.7.3. SAMPLING UNIT
Study considered the customers who belong to consumer satisfaction with

reference to Yamaha motors.
3.7.4. SAMPLING METHOD
The researcher picked out non probability sampling in which convenience

sampling has been selected primarily to identify the solution for the research issues.

3.8. PRIMARY & SECONDARY DATA
The researcher utilized primary data with the help of questionnaire primarily prepared
based on five point Likert scale
Secondary data has been utilized to define how other authors had done similar work on
the same topic followed by company profile and industry profile
3.9. INSTRUMENT FOR DATA COLLECTION
The research instrument found to be questionnaire which influenced the

researcher to identify the solution for the research isseus. Below represented the
process involved in preparation of questionnaire.
Determine what is
needed
type of questionnaire
to be used
Decide on the type of
questions
Decide on the working
of questions
Deciding the layout
Pretest
Preparation of final
questionnaire

3.10. METHOD OF DATA COLLECTION:
The collected data was analysed with the help of
⮚ Percentage analysis
⮚ Chi square test
3.11. DATA ANALYSIS TECHNIQUES:
Statistical tools has been incorporated through SPSS software which inclusion of
correlation and then regression followed by descriptive statistics and percentage method.

CHAPTER-IV
RESULTS OF ANALYSIS & INTERPRETATION

CHAPTER-IV
RESULTS OF ANALYSIS & INTERPRETATION
4. RESULTS OF ANALYSIS & INTERPRETATION
Table 4.1 showing gender
PARTICULARS NO. OF RESPONDENTS PERCENTAGE

Male 111 93
Female 9 7
TOTAL 120 100

Source: Primary Data
Table 4.1 reveals that 93% of the respondents are male and 7% of the respondents are
female. Hence, Majority of the respondents are male (93%)
Chart 4.1 showing gender

Table 4.2 Showing Educational Level

Under graduate 85 71
Post graduate 15 13
Professional qualification 20 16
TOTAL 120 100

Table 4.2 shows that 7% of the respondents are under graduates, 16% of the
respondents are professionals, 13% of the respondents are post graduates. Thus, Majority of
the respondent have an educational qualification of college level (71%)
Chart 4.2 showing Educational Level

Table 4.3 showing occupation
NO. OF RESPONDENTS PERCENTAGE

PARTICULARS
Business 45 37
Private employees 40 33
Government employees 20 17
Students 15 13
TOTAL 120 100

Table 4.3 reveals that 37% of the respondents are doing business, 33% of the
respondents are private employees, 17% of the respondents are government employee, 13%
of the respondents are students. Therefore, Majority of the respondent are doing business
(37%)
Chart 4.3 showing occupation

Table 4.4 Showing Preference of Yamaha Bikes
Yamaha Fascino 20 16
Yamaha SZ- RR 13 11
Yamaha Fazer- FI 47 39
Yamaha Ray ZR 28 23
Yamaha YZF R15 V3 2 2

Yamaha MT- 15 2 2
Yamaha FZ 25 4 3
Yamaha YZF R1 2 2
Yamaha MT 03 2 2
Table 4.4 above table reveals that 39% of the respondents have Fazer bikes, 23%
of the respondents have Ray bikes, 16% of the respondents have Fascino bikes, 11% of
the respondents have SZ- RR bikes and the remaining respondents have the other models
of Yamaha. Majority of the respondent have Yamaha model bikes from Fazer-FI (39%)
Chart 4.4 Showing Preference of Yamaha Bikes

Table 4.5 Showing attributes of Yamaha Motors
PARTICULAR 5 4 3 2 1
S
N.O. % N.O. % N.O. % N.O. % N.O. %
R R R R R
Mileage 70 58. 35 29.1 15 12. 0 0 0 0
3 7 5
Performance 75 62. 30 25 15 12. 0 0 0 0
5 5
Quality 75 62. 30 25 15 12. 0 0 0 0
5 5
From the table 4.5, it is observed that, in mileage 58.3% of respondents strongly agree
about service facility in Yamaha motors while 29. 17% of respondents agree and 12.5%
neither agree nor disagree about service facility. In performance, 62.5% respondents strongly
agree, 25% of respondents agree and 12.5% of respondents neither agree nor disagree and in
quality, 62.5% respondents strongly agree, 25% of respondents agree and 12.5% of
respondents neither agree nor disagree about Yamaha motors.
Chart 4.5 Showing attributes of Yamaha Motors

Table 4.6 Showing Services in Yamaha Motors
First service 15 12
Second service 35 29
Third service 40 33
Fourth service 15 13
More than four service 15 13
TOTAL 120 100

Table 4.6 reveals that 33% of the customers have acquired three services ,29% of the
customers have acquired second service, 12% of the customers have only acquired one
service, 1 3% of the respondents have acquired four services and the remaining 13 % have
acquired more than four services. Majority of the respondents have undertaken their third
service with Yamaha motors (33%)
Chart 4.6 Showing Services in Yamaha Motors

Table 4.7 Showing Level of Satisfaction on Service in Yamaha Motors
PARTICULAR 5 4 3 2 1
S
N.O. % N.O. % N.O. % N.O. % N.O. %
R R R R R
First service 69 57. 30 25 15 12. 5 4.1 1 0.8
5 5 7 3
Second service 63 52. 35 29.1 15 12. 4 3.3 3 2.5
5 7 5 3
Third service 67 55. 35 29.1 15 12. 2 1.6 1 0.8
8 7 5 7 3
Fourth service 67 55. 35 29.1 15 12. 2 1.6 1 0.8
8 7 5 7 3
More than 67 55. 30 25 15 12. 5 4.1 3 2.5
8 5 7
four service
It is observed from the table 4.7 that 57.5% of respondents strongly agree, 25% of
respondents agree, 12.5% of respondents neither agree nor disagree, 4. 17% disagree and
0.83% of respondents strongly disagree about first service. Respondents of 52.5% strongly
agree, 29. 17% of agree, 12.5% of neither agree nor disagree, 3.33% of disagree and 2.5%
of respondents strongly disagree about second service. An identical 55.8% of respondents
strongly agree, 29. 17% of agree, 12.5% of neither agree nor disagree, 1.67% of disagree
and 0.83% of strongly disagree. Respondents of 55.8% strongly agree, 25% of agree,
12.5% of neither agree nor disagree, 4. 17% of disagree and 2.5% of strongly disagree.

Chart 4.7 Showing Level of Satisfaction on Service in Yamaha Motors

Table 4.8 Showing Service Advisors Dealing Service Enquiry

Very friendly 80 66
Friendly 20 17
Neither friendly nor unfriendly 17 14
Unfriendly 2 2
Very unfriendly 1 1
TOTAL 120 100

From the table 4.8 shows that out of 120 respondents 66% feel very friendly,17% of
the respondents feel that the service provided is friendly,14% of the respondents feel that they
are neither friendly nor unfriendly ,2% and 1% of the respondents feel unfriendly and very
unfriendly respectively. Majority of the respondent feel very friendly with respect to the
service provided and clarification of service enquiry by the employees of Yamaha motors
(66%).
Chart 4.8 Showing Service Advisors Dealing Service Enquiry

Table 4.9 Showing Annual Maintenance Service

Service Advisor 100 84
POP materials 10 8
Promotional Activities 5 4
Colleague or friends 5 4
TOTAL 120 100

Table 4.9 shows that out of 120 respondents 84% of the respondents have said service
advisor as their source of information,8% of the respondents said that POP is their source of
information, 4% of the respondents replied promotional activities ,4% of the respondents
replied colleague and friends as source of information. Majority of the respondent have
replied that service advisor is their source of information about the annual maintenance
service in Yamaha motors.
Chart 4.9 Showing Annual Maintenance Service

Table 4.10 Showing Instant Service In Yamaha Motors
NO. OF RESPONDENTS PERCENTAGE

PARTICULARS
Strongly satisfied 90 75
Satisfied 15 13
Neither satisfied nor dissatisfied 5 4
Dissatisfied 5 4
Strongly dissatisfied 5 4
TOTAL 120 100

It is inferred from the above table 4 . 1 0 that 7 5 % of the respondents are strongly
satisfied with the service staff in Yamaha motors, 13% of the respondents are satisfied with
the service staff, 4% of the respondents neither satisfied nor dissatisfied,4% of the
respondents are dissatisfied,4% of the respondents are strongly dissatisfied with the service
staff. Majority of the respondent are strongly satisfied with the service staff at Yamaha
motors (75%).
Chart 4.10 Showing Instant Service In Yamaha Motors

Table 4.11 Showing Service Team in Yamaha Motors

Very friendly 100 84
Friendly 5 4
Neither friendly nor unfriendly 5 4
Unfriendly 5 4
Very unfriendly 5 4
TOTAL 120 100

It is inferred from the table 4. 1 1showed that 8 4 % of the respondents are strongly
satisfied with the friendliness of service staff in Yamaha motors, 4% of the respondents feel
that the service staff is friendly, 4% of the respondents feel that the service staff are neither
friendly nor unfriendly,4% of the respondents feel that the service staff are unfriendly,4% of
the respondents feel that the service staff are very unfriendly. Majority of the respondent feel
that the service staff at Yamaha motors are very friendly (84%)
Chart 4.11 Showing Service Team in Yamaha Motors

Table 4.12 Showing Taken Care of Issues in Yamaha Motors
Yes 100 83
Partly yes 15 13
No 5 4
TOTAL 120 100

Table 4.12 shows that 83% of the respondents said that issues were resolved by the
service staff, 13% of the respondents said that their issues were resolved partly and 4% of the
respondents replied that none of their issues were resolved by the service staff. Majority of
the respondent replied that their issues were resolved by the service staff of Yamaha motors
(83%)
Chart 4.12 Showing Taken Care of Issues in Yamaha Motors

Table 4.13 Showing Recommendations
NO. OF
PARTICULARS RESPONDENTS PERCENTAGE
Strongly satisfied 100 84

Satisfied 5 4
Neither satisfied nor dissatisfied 5 4

Dissatisfied 5 4
Strongly dissatisfied 5 4
TOTAL 120 100

It is inferred from the table 4.13 that 84% of the respondents are strongly satisfied
with the service and will refer Yamaha motors to friends and colleagues, 4% of the
respondents are satisfied,4% of the respondents feel are neither friendly nor unfriendly,4% of
the respondents are dissatisfied,4% of the respondents are strongly dissatisfied with the
service. Majority of the respondent are strongly satisfied with the services and will refer
Yamaha motors to friends and colleagues (84%)
Chart 4.13 Showing Recommendations

CHAPTER- V
PRODUCTS AND SERVICES

5.1 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.
FIGURE 1.1

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.
Figure1.2

Figure1.3Yamaha YZF R14:
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 metre.
Figure1.3

Figure1.4 Yamaha RFZ R15F:
Specifications:
• 45-KM per ltr.
• Kind: motorcycle
• 149 CC bike.
• Top speed is 130KMPH
• Power :16.8 per sec.
• Engine kind: liquid-cooled, four-stroke, four-valve.
• Brakes :front and rear disc.
• Best mileage
. • analog meter
Figure 1.4

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
Figure 1.5

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.
Figure 1.6

Figure1.7 Yamaha Fazer FI:
Specifications:
• 42-KM per ltr.
• kind: motorcycle.
• 149 CC bike.
• High speed is 121KMPH
• Brakes:front disc and rear drum.
• Best mileage.
• Analog

Figure1.8 Yamaha :
Specifications:
• 51 KM per ltr.
• 149 CC bikes.
• high speed is 107KMPH.
Engine kind: Air-cooled single cylinder, four-stroke, two-valve.
• Brakes:front disc and rear drum.
• Best range.
• Analog meter.
Figure 1.8

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.

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.
Figure 1.10

Figure1.11 Yamaha Alpha:
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

Figure1.12 Yamaha FZI:
Specifications:
• 21 KM per ltr.
• 998 CC bikes.
• Power 148 BHP.
• Engine kind: liquid-cooled double cylinder, four-stroke, five-valve.
• Brakes :front disc and rear disc.
• Digital meter.
Figure 1.12

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.
Figure 1.13

CHAPTER-VI
SUMMARY OF FINDINGS

CHAPTER-VI
SUMMARY OF FINDINGS
6. FINDINGS
⮚ It cleared that 93% of respondents are male
⮚ It concluded that 71% of respondent have college level of education qualification.

⮚ It makes clear that 37%of the respondent is doing business (37%).
⮚ It is concluded that 39 % of respondents Fazer FI bikes.
⮚ It is clear that 33% of the respondents have undertaken their third service with
Yamaha motors.
⮚ It is concluded that maximum number of respondents said that service advisors are
very friendly with customers.
⮚ It is clear that 66% of respondents let me know about the annual maintenance through
service advisor in Yamaha motors.
⮚ It is clear that 75% of respondents are strongly satisfied with the Instant service
provided by Yamaha motors.
⮚ It is found that 83% of respondents replied that Yamaha motors service team is very
friendly to their customers.
⮚ It is cleared that 83% of the respondent replied that their issues were resolved by the
service staff of Yamaha motors.
⮚ It is concluded that 84% of the respondent are strongly satisfied with the services and
will refer Yamaha motors to friends and colleagues.

⮚ It is found that 83% of the respondent are strongly satisfied with service provided and
will avail service again from Yamaha motors.
⮚ The maximum number of respondents strongly satisfied with after sales services. So,
they will come again to same service center.
⮚ It is observed from the table that chi-square value is 54.545 and p value is .000 which
is less than 0.05. Hence null hypothesis is accepted. So it is concluded that there is
no significant relation between gender and level of satisfaction on after sales
experience in Yamaha motors.
⮚ It is observed from the output table significance value is 138.33 because the cell
frequencies were all equal. The statistically significance results are indicated by
"Asymp. Significance" values below .05. It is identified that calculated value
greater than tabulated value Hence, null hypothesis rejected and is concluded that
There is a delivery of vehicles on time which stimulate consumers to promote
services to others about Yamaha motors.
⮚ It is observed from the output table significance value is 53.33 because the cell
frequencies were all equal. The statistically significance results are indicated by
"Asymp. Significance" values below .05. It is identified that calculated value is
greater than tabulated value. Hence, null hypothesis rejected and is concluded that
there is no proper care taken to highlight the issues of customers.

CHAPTER-VII
SUGGESTIONS/RECOMMENDATION
7. RECOMMENDATION
⮚ In the present days, the most important media looks to be TV, internet and social
media. So, the companies should utilize the above mentioned media to influence the
people to purchase it rather than going for traditional media like newspaper,
magazines and so on.
⮚ The company should focus on providing a fresh and innovative bikes to the
consumers which makes the market to be more oligopolistic and hence the company
can easily accelerate the market share
⮚ Looks and style of the bikes must be unique and an innovative one and at the same
time the company should focus on providing a quality products which have a better
mileage in it
⮚ It is highly recommended to incorporate 360degree marketing approach primarily for
promoting the products
⮚ Consumers first consider the mileage followed by style and performance and hence the
company should indulge in providing a good performance vehicle
⮚ Yamaha motors should increase the number of incentives provide to the customer i.e.
discount to overcome expensive service charges.
⮚ Before introduce any new facilities in sales service Yamaha motors should meet
existing customer & ask for their opinions

⮚ Yamaha motors can achieve 100% success in customer’s satisfaction in term of after
sales service, if they will motivate their employees with handsome incentives &
reward for creating customer delight. Many global automotive giant are practicing this
marketing strategy these days.
⮚ Yamaha motors have to think carefully on its labours charges price cut off will enable
a
huge market share & it will force the customer’s to switch off to other service
provider.
⮚ Customer are satisfied with the service provided, Yamaha motors needs to concentrate
on other attributes to improve the satisfaction of customers.
⮚ Customers of Yamaha motors have availed maximum of three service, more
improvements should be added to realize the customer’s difficulties and increase
their good will towards Yamaha motors.
⮚ Most of the respondents face the problem in high price of spare parts. So the price
the spare parts to be reduced by Yamaha motors to increase more customers.

CONCLUSION
It makes crystal clear from the study that it is necessary to retain the
customers towards our brand which influence the company to reap the success of the
business. Hence the researcher took the concept to identify how customer satisfaction
has influenced them to prefer Yamaha motors in Ballari. The present study has a keen
concentration on not only preference of bikes but also how they are offering after sales
services to the customers. The researcher measured based on various attributes and
identify that sales service was efficient and at the same time effective too. Yamaha
bikes very known for not only design as well as performance but also it give high
satisfaction to the riders. However, After sales services also very effective because they
had a proper communication with the clients to differentiate their services from others.
Products will be more updated according to customer needs by using proper after sales
service data and knowledge. This will cut off extra cost of product and make it more
competitive in the market. Being active and successful computer components
distributors is not possible unless by providing the good after sales service.

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A PROJECT REPORT

VIJAYANAGARA SRI KRISHNADEVARAYA

SHREE MEDHA DEGREE COLLAGE

Shree Medha degree College Ballari

I Here by declare that this project work titled Customer satisfaction

Shree Medha degree College Ballari

I would like to express my sincere thanks to Mr. RH GURU PRASAD

I would also like to express my gratitude towards our principal Mr.

Your name: Bhavya Shree. k

Shree Medha degree College Ballari

1.1 IMPORTANCE OF CUSTOMER SATISFACTION.

1.2 THEORETICAL IMPLICATION OF THE STUDY.

1.3 COMPANY PROFILE. 3

3.1 STATEMENT OF THE PROBLEM. 17

3.2 NEED OF THE STUDY. 17

3.3 SCOPE OF THE STUDY. 17

3.4 OBJECTIVES OF STUDY. 18

3.5 LIMITATION OF STUDY. 18

3.6 RESEARCH METHODOLOGY. 18

3.7 SAMPLING DESIGN. 19

3.7.1 TARGET POPULATION. 19

3.7.2 SAMPLING SIZE. 19

3.7.3 SAMPLING UNIT. 19

3.7.4 SAMPLING METHOD. 19

3.8 PRIMARY AND SECONDARY DATA. 20

3.9 INSTRUMENT FOR DATA COLLECTION. 20

3.10 METHOD OF DATA COLLECTION. 21

3.11 DATA ANALYSIS TECHNIQUES. 21

4 RESULTS OF ANALYSIS AND TECHNIQUES. 22

5 PRODUCTS AND SERVICES. 37

Shree Medha degree college, Ballari 1

1.1 IMPORTANCE OF THE CUSTOMER SATISFICATION

1.2 THEORETICAL IMPLICATION OF THE STUDY

Customer satisfaction referred as the degree of satisfaction towards the products or

Shree Medha degree college, Ballari 2

1.3. COMPANY PROFILE

Founded July 1, 1955

Capital 85,797 million yen ( as of March 31,2019 )

President Yoshihiro Hidaka

Employees 53,977 ( as of December 31, 2018 )

( Consolidated ) Parent : 10,614 ( as of December 31, 2018 )

Headquarters 2500 Shingai, Iwata-shi, Shizuoka-ken, Japan

Consolidated subsidiaries : 113

Affiliates : 27 ( by the equity method )

Shree Medha degree college, Ballari 3

joint section of India.

At present, it had a manufacturing facilities nearly in three areas. One at Surajpur

Shree Medha degree college, Ballari 4

Shree Medha degree college, Ballari 5

We put customers first in everything we do. We take decisions keeping the

We strive for excellence in everything we do and in the quality of goods &

Shree Medha degree college, Ballari 6

We work cohesively with our colleagues as a multi-cultural team built on trust,

⮚ Frank & Fair Organization

Shree Medha degree college, Ballari 7

⮚ The company provide an excellent branding followed by advertising and

⮚ The company had an employees around thirty nine thousand

⮚ The company produced most expensive one

⮚ The company had a prospects of expanding business in two wheeler

Shree Medha degree college, Ballari 8

⮚ The company had a strong competition both in Indian brands as well as

⮚ Highly depend on government policies which influence the industry because it