ASTUDYONCUSTOMERSATI

SFACTI
ONTOWARDSHONDABI
KES
RAMANATHAPURAM TOWN

Apr
ojectr
epor
tsubmi
tt
edt
otheAl
agappaUni
ver
sit
y,Kar
aikudi
.

I
npar
ti
alf
ulf
il
l
mentoft
her
equi
rementf
ort
heawar
doft
hedegr
eeof

BACHELOROFBUSI
NESSADMI
NISTRATI
ON

Submi
tt
edby

S.RAJAMOHAMEDSHA

REG:
411
9153065

Undert
hegui
danceof

Mr
s.M.MAGHESWARIMBA.
,M.
Phi
l
.,SET.
,(Ph.
D.)
,

DEPARTMENTOFBUSI
NESSADMI
NISTRATI
ON,

SYEDAMMALARTSANDSCI
ENCECOLLEGE,

RAMANATHAPURAM –62351
3.

MARCH-
2022
Mr
s.M.MAGHESWARIMBA.
,M.
Phi
l
.,SET.
,(Ph.
D.)
,
Headoft
heDepar
tmentofBusi
ness
Admi
nist
rat
ion,SyedAmmal
Art
sandSci
ence
Col
l
ege,Ramanat
hapur
am –62351
3.

CERTI
FICATE

Thi
sist
o cer
ti
fyt
hatt
he pr
ojectr
epor
ton “
A STUDY ON CUSTOMER
SATI
SFACTI
ON TOWARDSHONDABI
KESI
N RAMANATHAPURAM TOWN”i
sa
bonaf
iedr
ecor
dofpr
ojectdonebyS.
RAJAMOHAMEDSHA(
411
9153065)dur
ing
201
9-2022i
npar
ti
alf
ulf
il
mentoft
her
equi
rementf
ort
heawar
dofdegr
eeof
bachel
orofbusi
nessadmi
nist
rat
ion.

Icer
ti
fyt
hatt
hepr
ojectwor
kiscar
ri
edoutundermys
uper
visi
onandgui
dance
andi
trepr
esent
sani
ndependentwor
kont
hepar
tofcandi
dat
e.

HEADOFDEPARTMENT GUI
DE

EXTERNALEXAMI
NER PRI
NCI
PAL
S.
RAJAMOHAMEDSHA
RegNo:41
191
53065
Depar
tmentofBusi
nessAdmi
nist
rat
ion,
SyedAmmal
Art
sandSci
enceCol
l
ege,
Ramanat
hapur
am –62351
3.

DECLARATI
ON

Idecl
aret
hatt
hisf
iel
dst
udyr
epor
tti
tl
ed"
ASTUDYONCUSTOMERSATI
SFACTI
ON
TOWARDSHONDABI
KESI
NRAMANATHAPURAM TOWN"pr
epar
edbymei
s
ownandnotar
epr
oduct
ionofanyoner
epor
tmor
eoverIassur
ethatacopyof
t
her
epor
thasnotbeent
ransf
err
edt
oanyoner
epor
tather
einpar
tofwhol
efor
obt
aini
nganyot
herdegr
eedi
plomaandt
hel
i
ke.Thes
uper
visi
onandgui
dance
of Mr
s.M.MAGHESWARIMBA.
,M.
Phi
l
.,SET.
,(Ph.
D.)
,,Head of t
he
Depar
tmentofBusi
nessAdmi
nist
rat
ion,SyedAmmalAr
tsandSci
enceCol
l
ege,
Ramanat
hapur
am.

DATE:

PLACE:

(
S.RAJAMOHAMEDSHA)
 ACKNOWLEDGEMENT

Iwoul
dli
ket
oexpr
essmysi
ncer
egr
ati
tudet
oMr
.A.CHELLADURAIABDULLAH
B.
SC.
,Cor
respondentandMr
s.A.RAJATHIABDULLAHMA.
,B.
Ed.
,Secr
etar
yof
SyedAmmal
Art
sandSci
enceCol
l
ege,Ramanat
hapur
am whopr
ovi
dedmean
oppor
tuni
tyt
opur
suemypr
ojectr
epor
t.

Iwoul
dli
ket
oexpr
essmysi
ncer
egr
ati
tudet
oDr
.S.
V.S.AMANULLAHHAMEED
M.
Sc.
, Ph.
D., Pr
inci
pal of Syed Ammal Ar
ts and Sci
ence Col
l
ege,
Ramanat
hapur
am who has been a s
our
ce of st
rengt
h, s
uppor
t and
encour
agementt
othest
udent
sinal
lt
hei
ract
ivi
ti
es.

Iwoul
dli
ket
oex
pres
smysi
ncer
egr
ati
tudet
oMr
s.M.MAGHESWARIMBA.
,
M.
Phi
l
.,SET.
,(Ph.
D.)
,,Headoft
heDepar
tmentofBusi
nessAdmi
nist
rat
ionof
SyedAmmalAr
tsandSci
enceCol
l
ege,Ramanat
hapur
am whohavepr
ovi
ded
t
heper
fectgui
del
i
net
ocompl
etet
her
epor
tsucces
sful
l
y.

Iwoul
d l
i
ke t
o expr
ess my si
ncer
e gr
ati
tude t
o my gui
de Mr
s. M.
MAGHESWARIMBA.
,M.
Phi
l
.,SET.
,(Ph.
D.)
,,Head oft
he Depar
tmentof
Busi
ness Admi
nist
rat
ion of Syed Ammal Ar
ts and Sci
ence Col
l
ege,
Ramanat
hapur
am whosei
l
lumi
nat
inggui
dancehel
pedmet
ocompl
etemywor
k
succes
sful
l
y.

It
aket
hisoppor
tuni
tyt
oexpr
essmyhear
tf
eltgr
ati
tudet
omyPr
ofes
sor
sMr
s.
M. MAGHESWARI MBA.
, M.
Phi
l
., SET.
, (
Ph.
D.)
, Mr
. R.
PONMUTHURAMALI
NGAM MBA.
,M.
Phi
l
.,M.
COM.
,MSW.
,B.
Ed.
,(Ph.
D.)
,Mr
.G.
ATHI
DASSMBA.
,M.
Phi
l
.,(
Ph.
D.)Mr
.A.AYYANAR MBA.
,M.
Phi
l
.,(
Ph.
D.)
,and
Mr
s.A.BENAZI
RMI
NAMBA.
,(Ph.
D.)of
t
heDepar
tmentofBus
inessAdmi
nis
trat
ionofSyedAmmalAr
tsandSci
ence
Col
l
ege,Ramanat
hapur
am whohaves
uppor
tedmet
ocompl
etet
her
epor
t
succes
sful
l
y.

Iwoul
dli
ket
oexpr
essmysi
ncer
ethankst
omyPar
ent
sandf
ri
endst
othei
rki
nd
suppor
tandcooper
ati
ont
opr
epar
ethi
srepor
t.
 TABLEOFCONTENTS

CHAPTERNO. CONTENTS PAGENO.

I
ntr
oduct
ion 01
I
Companypr
ofi
l
e 04

Obj
ecti
vesoft
he 08
st
udy
I
I Scopeoft
hest
udy 1
0

Li
mit
ati
onsoft
he 1
2
st
udy
I
II Resear
ch 1
4
Met
hodology

I
V Dat
aanal
ysi
s 17

Fi
ndi
ngs 55

Sugges
tions 58

V Concl
usi
on 60

Bi
bli
ogr
aphy 62

Annexur
e 64
CHAPTERI
I
NTRODUCTI
ON

1
 I
NTRODUCTI
ON

Myi
nter
nshi
ppr
ojectr
epor
tisont
het
opi
c‘As
tudyoncust
omers
ati
sfact
ion
t
owar
ds Honda bi
ke’
.Ihave compl
eted my i
nter
nshi
pin Ramanat
hapur
am
wheel
s. (
Honda bi
ke showr
oom)
. pr
evi
ous t
o my i
nter
nshi
p i
n
Ramanat
hapur
am wheel
s,t
her
e havi
ng many quest
ions wer
ein my mi
nd
r
egar
dingt
hehowt
heshowr
oom managest
hecust
omer
,andal
sot
heques
tions
aboutt
heYamahabi
kesar
esat
isf
yingt
hecus
tomer
.

Thei
nter
nshi
ppr
ovi
desar
eal
i
sti
cadvant
aget
othecol
l
eges
tudent
.Togai
n
t
he knowl
edge and exper
ience t
owar
ds t
he chosen mat
ter
.Int
erns
hip
pr
esent
showt
heor
eti
cal
knowl
edgewhi
chobs
ervesont
hewor
kingf
iel
d.

I
NDUSTRYPROFI
LE

Thewor
ld'
saut
omaker
sfacear
ateofal
ter
ati
onunl
i
ket
hatt
heanyot
hert
imei
n
t
hei
ndust
ry'
spast
.Di
git
ali
zat
ion,connect
ivi
ty,i
ncr
easi
ngpower
trai
ntechnol
ogi
es,
t
ougher r
egul
ati
ons, and shi
ft
s i
n t
he buyer at
ti
tudes have shaped a
unpr
ecedent
ed chal
l
enges as wel
las oppor
tuni
ti
es.I
n pur
sui
toft
he sal
es
devel
opment
,int
ernat
ionalaut
omaker
shave i
nvest
ed deepl
yint
he emer
ging
mar
ket
s,butsl
owerdemand,especi
all
yint
heChi
na,hashi
ghl
i
ght
edt
her
isksof
t
hei
nvest
ment
s.Exact
lyassessi
ngeconomi
ccondi
ti
onsi
nspeci
fi
cmar
ket
shas
becomemor
esi
gni
fi
cantt
haneverf
oraut
omaker
s.

Annualgl
obalsal
esoft
hel
i
ghtvehi
cl
es,whi
chi
ncl
udet
hepassengercar
sand
l
i
ght
str
ucks,t
otal
about80mi
l
li
on,accor
dingt
othedat
acompi
l
edbyScot
iabank.
I
ndust
rywat
cher
sexpectgl
oball
i
ghtvehi
cl
esal
est
oincr
easesl
i
ght
lymor
ethan
t
he3% i
n201
8.Demandi
nChi
nawi
l
lleadt
ogl
obalgr
owt
hbuti
ssl
owi
ngami
d
acool
i
ngeconomy.St
rongeconomi
cgr
owt
handr
isi
ngaver
agevehi
cl
eage
i
ntheNor
thAmer
icaandi
nEur
opear
eexpect
edt
ohel
pdr
ivemoder
atesal
es
gr
owt
h.Leadi
ng count
ri
esf
orcarmanuf
act
uri
ng i
ncl
ude Chi
na,Ger
many,
Japan,Sout
hKor
ea,andt
heUS.Uni
tsal
esar
ehi
ghesti
nChi
na,Nor
thAmer
ica,
andWest
ernEur
ope.

2
HI
STORYOFTHEAUTOMOBI
LES

Hi
stor
yoft
heaut
omobi
l
eindust
ryf
ir
stor
igi
nint
heyear1
769i
twast
hef
ormat
ion
ofst
eam engi
ne.I
nthe year1
806 t
he ver
yfi
rstcase power
ed byan i
nsi
de
combust
ionengi
ner
unni
ngongasf
uelar
ri
vedi
n1885i
ntr
oduct
ionofubi
qui
tous
moder
ngasol
i
neorpet
rolf
il
l
edi
nter
nalcombus
tionengi
ne,I
nthe20thcent
ury
f
ir
sti
ntr
oducedt
hepowerel
ect
ri
ccar
s.

Hi
stor
yoft
hebi
ke’
ser
abegi
nsi
nthe2ndsemioft
he1
9thcent
uri
es.Bi
kesar
ethe
mostsi
nkf
rom t
he"
saf
etycycl
es"t
hebi
cycl
ewi
tht
her
earandf
rontwheel
sof
t
hesamesi
zeandt
hepedalheadoft
hemechani
sm t
ori
det
her
earwheel
.
Despi
tesomepr
evi
ousbenchmar
ksi
nit
sEvol
uti
on,t
hemot
orcycl
eist
hever
y
l
essr
igi
dbi
rt
hthatcanbef
oundbackt
oas
ingl
emachi
neori
dea.I
nst
eadoft
he
i
deaseemst
ohaveoccur
redt
ohi
ghengi
neer
sandi
nvent
orsi
nEur
opeatar
ound
t
hesameper
iod.

3
COMPANY

PROFI
LE

4
 COMPANYPROFI
LE

HONDAmot
orPvtLt
dasmadeupi
nIndi
aint
heyear1
985ast
hej
ointvent
urei
n
t
heyear2001
,inaugustHondamot
orcompanyl
i
mit
edhasbecomea1
00(
%)
per
centsubsi
diar
yin2008Mi
tsui
andcompanyhasmadeacont
ractwi
th
HONDAcompanyt
otur
noutt
obeaj
ointi
nvest
ori
nIndi
a.

HONDAmot
orcompanyi
sext
remel
ycust
omer
-
dr
ivenandhasauni
ver
sal
net
wor
k
ofover2300cus
tomert
ouchpoi
ntandi
twaswi
tht
he500deal
ers.

MI
SSI
ON,VI
SION,ANDGOALS

VI
SION :Tobeal
eaderi
nthemar
ket
.

MI
SION :Toat
tai
nbet
terl
evel
ofser
vicet
obuyer
s.

VALUES :Tobuyerf
orcedbehavi
orcar
ryi
ngf
ort
hebuyeri
ntegr
it
y.

AREASOFOPERATI
ON

Companyhasbeenf
unct
ionedi
nthedi
ff
erentnat
ionst
heyar
e:

1
. Paki
stan.

2. I
ndonesi
a.

3. Thai
l
and.

4. Mal
aysi
a.

5. Phi
l
ippi
ne.

6. Tai
wan.

7. Cambodi
a.

5
I
NSFRASTRUCTUREFACI
LITI
ES

Ramanat
hapur
am wheel
shasamoder
nshowr
oom t
othes
ellHondabi
kes
and equi
pped wor
kshop t
o pr
ovi
de ser
vice.Ramanat
hapur
am wheel
sis
aut
hor
ized deal
ershi
p wi
th t
he Honda mot
or pr
ivat
e l
i
mit
ed. Today
Ramanat
hapur
am wheel
shasexpandedwi
thshowr
ooms
.

• Moder
nfastcl
assaudi
ovi
sual
int
hewai
ti
ngr
oom

• Goodl
argedi
scuss
ionr
oom.

• Testdr
ivesar
epr
ovi
ded.

• Di
spl
ayboar
dar
epr
ovi
ded

COMPANYCOMPETI
TORS

• HERO.

• YAMAHA.

• Baj
aj.

• TVS.

• Royal
Enf
iel
d.

SWOTANALYSI
S

St
rengt
hs:

 Hondaandt
hei
rqual
i
tyandcust
omi
zedpr
oduct
.
 Hondaf
ir
m has40kwor
ker
s.
 Hi
ghl
evel
ofmar
ket
ing.
 Pr
omot
ingci
rcul
ati
onoft
heHondabi
kest
hroughi
nter
nat
ional
.
 I
twasoneoft
hesi
gni
fi
cantbr
andmot
oGPandwor
ldsuper
bike.
 Hondai
spr
oduci
ng50t
o1900ccbi
kes.
 I
thasr
eachedt
heor
gani
zat
ionbyagr
eatdegr
ee.

6
Weakness:

 Hondaar
eent
ir
elycost
ly
 St
reetsaf
etyi
sless
.
 Ext
rapar
tsoft
heHondamot
orcycl
esar
ecost
ly.

Oppor
tuni
ti
es:

 Pr
omot
ingeco-
fri
endl
ybi
kesdesi
gnedt
olesspol
l
uti
on
 Asegmentoft
wo-
wheel
eri
saf
ast
-ri
si
ngi
ndust
ry.
 Mot
orcycl
eex
por
tisl
i
mit
edt
hati
sthei
nter
nat
ional
mar
keti
sunt
apped.

Thr
eat
s:

 Har
dracei
nIndi
aaswel
lasi
nter
nat
ional
product
s.
 Gover
nmentpol
i
cies&r
ules
.
 Publ
i
ctr
anspor
tbygovt
.isst
rai
ghtaf
fect
ive.

7
CHAPTERI
I
OBJECTI
VESOF

THESTUDY

8
 OBJECTI
VESOFTHESTUDY

 Tounder
standt
hes
ati
sfact
ionl
evel
ofbuyert
owar
dsHondabi
ke.

 Toknowt
hel
evel
oft
hebuyersat
isf
act
ion.

 Toknowaboutdi
ver
sebr
andsoft
hesi
mil
arbi
kessol
dint
hear
ea.

 Tost
udyt
hemar
ket
ingst
rat
egy.

 ToknowaboutHondamot
orcycl
eswi
thr
egar
dsi
nthespeci
fi
ed
cust
omervi
ew.

9
SCOPEOFTHE

STUDY

1
0
 SCOPEOFTHESTUDY

Thi
sst
udyi
sdi
rect
ingt
owar
dspr
ovi
dingHondaMot
orswi
thani
nsi
ghti
ntot
he
successofaswel
last
hebuyer
sresponseandconsci
ousnesst
owar
dst
hebr
and,
pr
oduct
s,andser
vicesoft
heHonda.

Thei
nfor
mat
ionwi
l
lbeanal
yzedandpr
esent
edi
nasi
mpl
eandi
naexactwayon
t
hebasi
sofwhi
chper
ti
nentr
ecommendat
ionshavebeenmadet
othef
ir
mto
i
mpr
ovet
heser
vices,pol
i
cies
,andst
rat
egi
esoft
hecompany.

 Fr
om t
hest
udy,wecanr
ecogni
zet
hemar
ketoft
heot
hercompet
it
ors
andconsequent
lyf
ormul
ateast
rat
egyt
oenhancet
hemar
ket
.

 Thest
udyi
sexcl
usi
vel
yconduct
edt
ocol
l
ectt
hei
nfor
mat
ionaboutour
cust
omersat
isf
act
iont
owar
dsHonda

 Thest
udyi
sconcer
nedonl
ywi
thHondabuyer
s.

1
1
LI
MITATI
ONSOF
THESTUDY

1
2
 LI
MITATI
ONSOFTHESTUDY

 Lessnumberofr
espondent
sist
akenf
ort
hest
udy.

 Lackofr
esponsebyt
her
espondent
s.

 Fal
ser
espondent
stot
hest
udy.

 Thef
ast
-movi
ngl
i
fes
tyl
eofbuyer
smayadver
sel
yaf
fectt
hisr
esear
ch.

 I
tisj
ustdet
ermi
nedonl
yint
heRamanat
hapur
am.

1
3
CHAPTERI
II
 RESEARCH

METHODOLOGY

1
4
 RESEARCHMETHODOLOGY

DESCRI
PTI
VERESEARCH

Thi
sst
udyi
sanswer
ingnumer
ousquest
ionsst
artwi
thwhat
,who,wher
e,how
andwhent
hisr
esear
chi
sver
yhar
daswel
lasi
test
imat
esemi
nentdegr
eeofhi
gh
qual
i
fi
eds
kil
l
sunder
standandanswert
hepr
obl
em.I
nthi
sst
udy,Ihaveused
descr
ipt
iver
esear
chdesi
gnt
otheconductasur
veyoncust
omersat
isf
act
ion
t
owar
dst
heHONDAbi
kesatRamanat
hapur
am wheel
s.

SAMPLESI
ZE

I
tiscons
ider
edasapar
toft
hepopul
ati
onf
rom Ramanat
hapur
am ci
ty
atRamanat
hapur
am wheel
s(Hondabi
kesshowr
oom)andt
hesampl
i
ngsi
ze
i
s100.I
tisast
udyoft
heat
ti
tudeandt
hechar
act
eri
sti
csofpeopl
eofas
ampl
e,
r
athert
hanal
lthesi
zeoft
hepopul
ati
on.Thus,t
hes
ampl
epr
epar
ati
oni
sthe
mosti
mpor
tantf
act
oroft
hepr
oject
.

SAMPLI
NGTECHNI
QUES

Thesampl
i
ngt
echni
quesar
etheconveni
encesampl
i
ngt
echni
quet
hosear
e
obt
ainedbys
elect
ingpopul
ati
onuni
tfort
hes
tudy.Thi
sst
udyr
efer
stot
he
peopl
ebei
ngex
ami
net
hosear
esel
ect
ednei
therbypr
obabi
l
it
ynorbyf
indi
ng.

TOOLSUSEDFORSAMPLI
NG

Gr
aphi
cal
per
cent
ageanal
ysi
s.

DATACOLLECTI
ONMETHOD

Thedat
awi
l
lbecol
l
ect
edby2met
hods,pr
imar
yandsecondar
ydat
a.

1
5
PRI
MARYDATA

Thepr
imar
ydat
aar
ecol
l
ect
edf
rom Hondabi
kesus
erswhohaspur
chased
t
hei
rvehi
cl
esf
rom t
heRamanat
hapur
am wheel
sandi
tisal
socol
l
ect
edbyt
he
hel
p oft
he quest
ionnai
res
.The r
espondent
sar
e onl
yjus
t100 member
s,
i
nter
view byt
heper
sonalmet
hod t
o hel
pthemor
eef
fect
ives
tudyont
he
cus
tomers
ati
sfact
iont
owar
dsHONDAbi
kes
.
Thequest
ionsar
eint
hef
orm of bot
hopenendedandcl
oseended.

SECONDARYDATA

Thesecondar
yinf
ormat
ionwi
l
lbecol
l
ect
edbyt
hehel
pofHondashowr
oom
br
ochur
e,j
our
nal
s,booki
nthel
i
brar
iesandbychecki
ngt
hef
orm ofavar
ious
empl
oyeei
ntheor
gani
zat
ion.

1
6
CHAPTERI
V
DATAANALYSI
S

AND

I
NTERPRETATI
ON

17
 Tabl
eno.4.
1

Agegr
oupoft
her
espondent
s

Par
ti
cul
ars(
age No.of Per
cent
age
) r
espondent
s (%)
1
8-20 25 25

20-
35 44 44

35-
50 20 20

50above 1
1 1
1

1
00 1
00

Anal
ysi
s:-
The abovet
abl
eshowst
hatt
he age gr
oupsbet
ween t
he 1
8to 20 year
s
r
espondent
sar
e25%,44% oft
her
espondentar
eint
heagegr
oupof20-
35
year
s,t
heagegr
oupbet
weent
he35-
50yearr
espondent
sar
e20% andt
he1
1%
ofr
espondentar
etheagegr
oupof50year
sandabove.

18
 Char
tnumber4.
1

Agegr
oupoft
her
espondent
s

50

45

40

35

30

25

20

1
5

1
0

0
1
8-20 20-
35 35-
50 above50

Respondent
s Per
cent
age

19
 Tabl
eno4.
2

Mont
hly

i
ncome

Mont
hlyi
ncome(
MI) No.of Per
cent
age
r
espondent
s (%)

Rs7500–1
0000 7 7

Rs1
0000–20000 43 43

Rs20000–30000 35 35

Rs30000above 1
5 1
5

1
00 1
00

Anal
ysi
s:

Theabovet
abl
eshowst
hatt
hemont
hlyi
ncomeofr
espondent
s,Thei
ncome
gr
oupoft
heRs7500-
10000r
espondent
sar
e7%,i
ncomegr
oupbet
ween
Rs1
0000-
20000r
espondent
sar
e43%,35% oft
her
espondent
sar
eint
he
i
ncomegr
oupbet
weent
heRs20000-
30000and1
5% i
nthei
ncomegr
oupRs
30000andabove.

20
 Char
tno.4.
2

Mont
hly

i
ncome

5
0

4
5

4
0

3
5

3
0

2
5

2
0

1
7500- 1
0000- 20000- 30000abo

21
 Tabl
eno.

4.
3

Occupat
ion

Occupat
io No.ofr
espondent
s Per
cent
age
n (%)
St
udent 46 46

Busi
ness 20 20

Pr
ofessi
on 1
7 1
7

Empl
oyees 1
3 1
3

Ot
her 4 4

1
0 1
00
0

Anal
ysi
s:

Thi
sabove t
abl
e ex
ami
ned t
hatoutof1
00 r
espondent
sthe 46% ar
ethe
st
udent
s,20% r
espondent
sar
ethewhor
unni
ngabus
ines
s,1
7% r
espondent
s
ar
ethepr
ofess
ions,1
3% ar
etheempl
oyees
,andt
heot
heroccupat
ionsar
e
t
he4%.

22
 Char
tno.

4.
3

Occupat
ion

RESPONDE
5 4
4
5
4
0
3
5
2
3
2 1
7
0
1
1
1
0 4
5
0
st
uden busi
ne pr
ofessi empl
oy ot
her

r
esponden

23
 Tabl
eno.4.
4

Thecol
orofHondabi
ke

Col
or No.ofr
espondent
s Per
cent
age(
%)

Red 1
8 1
8

Bl
ack 30 30

Si
l
ver 25 25

Bl
ue 1
2 1
2

Ash 1
5 1
5

Tot
al 1
0 1
00
0

Anal
ysi
s:

I
ntheabovet
abl
eshowsoutoft
he1
00r
espondent
sthe30% ofcust
omer
s
ar
esel
ect
ingt
hebl
ackcol
orbi
ke,
25% ofr
espondent
sar
emovi
ngt
othesi
l
ver
col
or,
15% ofr
espondentchoos
est
heashcol
orand1
2% ofr
espondent
sar
e
chooset
hebl
uecol
orbi
kesand1
8% r
espondent
sgof
orr
ed.

24
 Char
tno.4.
4

Thecol
orofHondabi
ke

r
esponden
3
5

3
0

2
5

2
0

1
5

1
r
e bl
ac si
l
ve bl
u as

r
esponden

25
 Tabl
eno.4.
5

Cust
omerknowi
ngaboutHondabi
kes

Par
ti
cul
ars No.of Per
cent
age
r
espondent
s (%)
Fr
iends 45 45

Adver
ti
si
n 25 25
g
Medi
a 25 25

Ot
her 5 5

Tot
al 1
00 1
00

Anal
ysi
s:

Theabovet
abl
eshowsoutof1
00r
espondent
s45% ofpur
chaserknowi
ngabout
t
heHonda byf
ri
ends,25% ar
ebyt
headver
ti
sement
,25% ofcust
omer
sar
e
knowi
ngbyt
hemedi
aand5% f
rom ot
her
s.

26
 Char
tno.4.
5

Cust
omerknowi
ngaboutHondabi
kes

RESPONDE
NTS
r
espondent
s

FRI
EN ADVERTI
SI MEDI OTHE

27
 Tabl
eno.4.
6

Cust
omeropi
nionabout

Honda

Opi
nion No.of Per
cent
age
r
espondent
s (%)
Ex
cel
l
ent 40 40

Good 35 35

Sat
isf
act
or 1
5 1
5
y
Poor 1
0 1
0

Tot
al 1
00 1
00

Anal
ysi
s:

I
tisobser
ved f
rom t
he above t
abl
ethat40% oft
he r
espondentar
e gi
vi
ng
excel
l
entopi
nionaboutt
heYamahabi
ke,35% ar
egi
vi
nggoodopi
nion,
15% ar
e
t
hesat
isf
act
ory,andt
he1
0% ar
egi
vi
ngt
hepooropi
nionaboutt
heHondabi
kes
.

28
 Char
tno.4.
6

Cust
omeropi
nionabout

Honda

r
esponden t
s

r
espondent
s
4
5
4
0
3
5
3
0
2
5
2
0
excel
l
e goo sat
isf
act
o poo

28
 Tabl
eno.4.
7

Thef
ir
stowneroft
hebi
ke

Par
ti
cul
ars No.of Per
cent
age(
%)
r
espondent
s

Yes 80 80

No 20 20

1
00 1
0
0

Anal
ysi
s:

I
ntheabovet
abl
eshowst
hat80% ofcust
omer
sar
ethef
ir
stuserofHondabi
ke
andt
her
estoft
hem ar
enot
.

29
 Char
tno.4.
7

Thef
ir
stowneroft
hebi
ke

Ser
ies
1
90

80

70

60

50

40

30

20

1
0

Ser
ies

30
 Tabl
eno.4.
8

Fact
orsconsi
der
ingaf
tert
hef
ir
stser
vice

Opi
nion No.of Per
centage
r
espondent
s (%)
Veryunsati
sfi
ed 7 7
(
VU)
Unsat
isf
ied(U) 8 8

Neut
ral
(N) 25 25

Sat
isf
ied(
S) 27 27

Ver
ysat
isf
ied(
VS) 33 33

Tot
al 1
00 1
00

Anal
ysi
s:

Fr
om t
heabovet
abl
ethataf
tert
hef
ir
sts
ervi
cet
he33% ofr
espondent
sar
e
t
hever
ysat
isf
iedwi
thser
vice,27% ar
ethesat
isf
iedwi
tht
heshowr
oom ser
vice
f
ort
hebi
kes.

31
 Char
tno.4.
8

Fact
orsconsi
der
ingaf
tert
hef
ir
stser
vice

r
esponden
3
5

3
0

2
5

2
0

1
5

1 ver
yunsat
isf
ied neut
ra sat
isf
ie ver
y

r
esponden

32
 Tabl
eno.4.
9

Cust
omeropi
nionaf
termanyser
vice

Opi
nion No.
ofr
espondent
s Par
ti
cul
ar

Ex
cel
l
ent
(E 55 55
)

Good(
G) 30 30

Fai
r(F) 1
0 1
0

Poor
(P) 5 5

Tot
al 1
0 1
00
0

Anal
ysi
s:

Fr
om t
heabovet
abl
eoutof1
00r
espondent
sthat55% ar
egi
vi
ngt
heexcel
l
ent
opi
nionaboutt
heHondabi
keaf
tert
hebi
keser
vice,30% ar
egi
vi
ngt
hegood
opi
nion,
10% ar
ethesat
isf
act
oryopi
nion,andt
he5% ar
egi
vi
ngt
hepoorabout
t
heHondabi
kesaf
tert
hei
rbi
keser
vice.

33
 Char
tno.4.
9

Cust
omeropi
nionaf
termanyser
vice

RESPONDENTS
r
espondent
s

60

50

40

30

20

1
0

0
excel
l
ent goo f
air poor
d

34
 Tabl
eno.
4.1
0

Buyi
ngi
nfl
uenceofcus
tomer

Par
ti
cul
ars No.
ofr
espondent
s Per
cent
age(
%)
Br
andi
mage 1
5 1
5

Dur
abi
l
it
y 1
3 1
3

Fuel
eff
ici
ency 1
0 1
0

Low 27 27
mai
ntai
nence
Pi
ckup 35 35

Tot
al 1
00 1
00

Anal
ysi
s:

Byt
heabovet
abl
ewecanunder
standt
hatt
he35% ofcust
omerbuyt
he
Hondaf
ort
hepur
poseofpi
ckup,
27% f
ort
hel
ow mai
ntenancechar
ge,1
5%
f
ort
hebr
andi
mageoft
heHonda,1
3% f
ort
hef
uelef
fi
ciencybet
termi
l
eage
ofbi
ke,and1
3% f
ort
hepur
poseofdur
abi
l
it
y.

35
 Char
tno.
4.1
0

Buyi
ngi
nfl
uenceofcus
tomer

r
esponden
4
0
3
5
3
0
2
5
2
0
1 br
and dur
abi
l
it f
uel l
ow pi
ck
mai
ntai
nen

r
esponden

36
 Tabl
eno.
4.1
1

Pr
iceopi
nionofr
espondent
sonHondabi
kes

No.of
Opi
nion Per
cent
age
r
esponden (%)
ts
Highl
y 8 8
unsati
sfi
ed(HU)
Unsat
isf
ied(
U) 1
3 1
3

Neut
ral
(N) 20 20

Sat
isf
ied(
S) 40 40

Hi
ghl
ysat
isf
ied(
HS) 1
9 1
9

Tot
al 1
00 1
00

Anal
ysi
s:

Fr
om t
heabovet
abl
ewecanunder
standt
hat8% ofr
espondent
sar
esat
isf
ied
wi
thpr
ice,
13% ar
eunsat
isf
ied,
20% ar
eneut
ral
,
40%ar
esat
isf
ied,
19% ar
ehi
ghl
y
sat
isf
ied.

37
 Char
tno.
4.1
1

Pr
iceopi
nionofr
espondent
sonHondabi
kes

r
esponden

highl
y
sati
sfi
ed

sat
isf
ie

dneut
ral

uns
ati
sfi
e

d
0 5 1 1 20 3 3 4 4

r
esponden

38
 Tabl
eno.
4.1
2

Cus
tomers
ati
sfact
ionaboutt
het
echnol
ogyofHonda

Sat
isf
act
ion No.ofr
espondent
s Per
cent
age(
%)

No 25 25

Yes 75 75

Tot
al 1
00 1
00

Anal
ysi
s:

I
ntheabovet
abl
ewecanunder
standt
hat75% oft
her
espondent
sar
e
s
ati
sfi
edwi
tht
het
echnol
ogyofHonda,
25% ar
enots
ati
sfi
ed.

39
 Char
tno.
4.1
2

Cus
tomers
ati
sfact
ionaboutt
het
echnol
ogyofHonda

r
esponden

25

75

no

40
 Tabl
eno.4.
13

Per
for
manceoft
heHondabi
kes

Opi
nion No.
ofr
espondent
s Per
cent
age(
%)

Hi
ghl
ysat
isf
ied(
HS) 53 53

Sat
isf
ied(
S) 33 33

Unsat
isf
ied(
US) 8 8

Hi
ghl
yunsat
isf
ied(
HU) 6 6

Tot
al 1
00 1
00

Anal
ysi
s:

Byt
heabovet
abl
ewecanunder
standt
hat54% ofr
espondent
sar
ehi
ghl
y
sat
isf
iedwi
thper
for
mance,
33% ar
esat
isf
ied,
85ar
enotsat
isf
iedand6% hi
ghl
y
notsat
isf
ied.

41
 Char
tno.4.
13

Per
for
manceoft
heHondabi
kes

r
esponden

6
0

5
0

4
0

3
0

2
0 hi
ghl
y sat
isf
ie unsat
isf
ie hi
ghl
y

42
 Tabl
eno.
4.1
4

Honda bi
kessui
tabl
eforof
froadj
our
ney

Opi
nion No.ofr
espondent
s Per
cent
age

Yes 70 70

No 30 30

Tot
al 1
00 1
00

Anal
ysi
s:

Fr
om t
heabovet
abl
ewecanunder
standt
hat70% ar
esayi
ngyest
heyar
e
s
ati
sfi
edwi
tht
heof
froadt
ravel
iHONDA bi
keand30% ar
enotsat
isf
ied.

43
 Char
tno.
4.1
4

Hondabi
kessui
tabl
eforof
froadj
our
ney

r
esponden

1
00

7
50
3

ye
n

r
esponden

44
 Tabl
eno.4.
15

Anypr
obl
em i
nHondabi
kes

Par
ti
cul
ar No.ofr
espondent
s Per
cent
age

Yes 20 20

No 80 80

Tot
al 1
00 1
00

Anal
ysi
s:

Byt
heabovet
abl
ewecanunder
standt
hat80% ofr
espondent
sar
enotf
aci
ng
anypr
obl
em i
nbi
keand20% ar
efaci
ngwi
thsomepr
obl
em i
nbi
ke.

45
 Char
tno.4.
15

Anypr
obl
em i
nHondabi
kes

RESPONDEN
TS

yes

no

46
 Tabl
eNo.
4.1
6

Expect
ati
onf
rom t
heser
vice

cent
er

Par
ti
cul
ar No.ofr
espondent
s Per
cent
age(
%)

Reasonabl
eChar
ges(
RC) 1
5 1
5

Tr
ustandCar
e(TC) 30 30

Pr
ofessi
onal
Qual
i
tySer
vice(
PQ) 20 20
I
mmedi
ateDel
i
ver
y(I
D) 28 28

Ot
herspeci
fy 7 7

Tot
al 1
00 1
00

Anal
ysi
s:

I
nthi
s we can see t
hat1
5% r
espondent
s ar
e expect
ing r
eas
onabl
e
char
ges
,30% ar
eexpect
ingt
rustandcar
e,20% ar
eex
pect
ingpr
ofes
s i
onal
qual
i
ty,
28% ar
eexpect
ingi
mmedi
atedel
i
ver
y.

47
 Char
tno.
4.1
6

Expect
ati
onf
rom t
heser
vice

cent
er

RESPONDE
3
0

2
5

2
0

1
5

1
r
easonabl
e t
rustandcare i
mmedi
at ot
her
profes
s i
onal e
charges qual
it
y del
i
ver
y

48
 Tabl
eNo.
4.1
7

Conveni
entt
imi
ngofser
vice

st
ati
on

Par
ti
cul
ar No.ofr
espondent
s Per
cent
age(
%)

Ver
yconveni
ent
(vc) 55 55

Conveni
ent
(c) 30 30

I
nconveni
ent
(i
c) 1
0 1
0

Ver
yInconveni
ent
(vi
) 5 5
Tot
al 1
00 1
00

Anal
ysi
s:

I
nthe above t
abl
e we can under
stand t
hat55% r
espondent
s ar
e ver
y
conveni
enti
n showr
oom t
imi
ngs,
30% ar
e conveni
ent
,wher
e as1
0% ar
e
i
nconveni
entand5% ar
ever
yinconveni
ent
.

49
 Char
tNo.
4.1
7

Conveni
entt
imi
ngofser
vice

st
ati
on

r
esponden

ver
yu

i
nconveni
e

canveni
e

ver
y

0 1 2 3 4 5 6

50
 Tabl
eNo.
4.1
8

Aboutt
heser
vicepr
ovi
derl
i
stenst
othecompl
aint
s

Par
ti
cul
ar No.ofr
espondent
s Per
cent
age(
%)

Yes 90 90

No 1
0 1
0

Tot
al 1
00 1
00

Anal
ysi
s:

I
ntheabovet
abl
ewecanunder
standt
hat90%ofser
vicer
swi
l
lli
stent
othe
cust
omer
scompl
aint
sand1
0% wi
l
lnotl
i
sten.

51
 Char
tno.
4.1
8

Aboutt
heser
vicepr
ovi
derl
i
stenst
othecompl
aint
s

r
esponden

yes

52
 Tabl
eNo.
4.1
9

Gr
eet
ingofcust
omer
sbyempl
oyeesandst
aff

Opi
nion No.
ofr
espondent
s Per
cent
age(
%)

Hi
ghl
ysat
isf
ied(
HS) 53 53

Sat
isf
ied(
S) 33 33

Unsat
isf
ied(
US) 8 8

Hi
ghl
yunsat
isf
ied(
HU) 6 6

Tot
al 1
00 1
00

Anal
ysi
s:

Byt
heabovet
abl
ewecanunder
standt
hat53% r
espondent
sar
ehi
ghl
ysat
isf
iedi
n
gr
eet
ingoft
hem,
33%ar
esat
isf
ied,
8%ar
eunsat
isf
iedand6% ar
ehi
ghl
yunsat
isf
ied.

53
 Char
tno.
4.1
9

Gr
eet
ingofcust
omer
sbyempl
oyeesandst
aff

r
esponden

6
0

5
0

4
0

3
0

2
hi
ghl
y sat
isf
ie unsat
isf
ie hi
ghly
uns
ati
sfi
e

54
CHAPTERV
FI
NDI
NGS

55
 FI
NDI
NGS

 44% oft
he20-
30agegr
oupr
espondent
sar
ebuyi
ngt
heHondabi
ke

becauset
hati
sthever
ygoodbi
kef
oryoungs
ter
s.

 Thepeopl
ewhoar
eear
ning1
0000-
20000ar
eint
erest
edbuyi
ngHonda
bi
kes.

 Accordi
ngt
othesur
vey,t
hest
udent
sar
epur
chasi
ngHondabi
kemor
ethan
ot
hers.

 The30% oft
hecust
omer
sar
esat
isf
iedwi
tht
hebl
ackcol
orbi
ke,

accor
dingt
othei
rneedandwant
s.

 Thecust
omer
sar
esat
isf
iedwi
tht
heover
all
qual
i
tyandser
viceoft
hebi
ke.

 Ourcus
tomer
sar
ewi
l
li
ngt
orecommendours
ervi
ceandaboutt
he

pr
oductf
ort
hei
rfr
iendsi
twi
l
lboostt
hemor
aleoft
heor
gani
zat
ion.

 Maj
ori
tyoft
her
espondent
sfeel
sthatHondabi
kei
sexcel
l
ent
.

 Themaj
ori
tyoft
her
espondent
spr
efer
sfi
rsthandbi
ke.

 Advert
isementpl
aysamaj
orr
olet
ospr
eadt
heawar
enessoft
henew
bi
keofthecompany.

 Aft
erthefi
rstser
vicet
hemaj
ori
tyr
espondswi
l
lfeel
goodaf
tert
hef
ir
st
ser
vice.

56
 Thecoust
emergot
het
ri
alr
ide.

 Af
termanysevi
cet
hecous
temer
sar
eful
l
ysat
isf
iedwi
tht
hepr
ofor
manceof
bi
ke

 Ther
esponsedent
sar
egoi
ngt
oHondabi
kesbecauseofi
tspi
ckup

 Themaj
ori
tyoft
hecoust
emer
sesat
isf
iedwi
thpr
icechangedbyshowr
oom

 75% oft
her
esponsedent
sar
ewi
tht
heof
f-r
oadj
our
ney

 80% oft
her
esponsedent
sfeel
sther
eisnopr
obl
em i
nHondabi
ke

 Hondasevi
cesi
sreachi
ngt
heexpect
ati
onsoft
hecoust
emer
s.

 73% oft
her
espondsi
ssat
isf
iedwi
tht
hegr
eet
ingbyempl
oyeesandst
aff
.

57
SUGGESTI
ONS

58
 SUGGESTI
ONS

Thi
srepor
taf
for
dsabr
iefi
mageofRamanat
hapur
am wheel
stheaut
hor
ized
deal
eroft
heHonda bi
kest
hrought
her
epor
t;at
tempt
shavebeencompl
ete
t
o as
ses
sthe pur
posef
orcus
tomer
ssat
isf
act
ion and of
,Ramanat
hapur
am
wheel
stheaut
hor
izeddeal
eroft
heHonda.Somes
ugges
tionsar
easf
oll
ows
:

1
.Tor egi
sterski
l
ledl
abor
s,whocanbeanassett
omeetcust
omer
s
expect
ati
on.

2.Toi
ssuef
reeser
vicecouponst
othenewcust
omer
s

3.Ret
aini
ngt
hei
rcust
omerbypr
ovi
dinggoodser
vice.

4.Toensur
eont
imedel
i
ver
yofbi
keaspr
omi
sed.

5.Themar
ket
ingexpensesshoul
dbemi
nimi
zed.

6.Thecompanymusti
mpl
ementt
hecompet
it
ivest
rat
egy.

7.Bet
tert
oinst
all
themedi
aforshowi
ngt
heHondapr
oducti
nfor
mat
ion.

8.I
ntr
oduci
ngt
henewsal
espr
omot
iont
echni
ques.

59
CONCLUSI
ON

60
 CONCLUSI
ON

I
nst
udy,It
ri
edt
ofi
ndoutt
hesat
isf
act
ionoft
hegoodsandser
vicesr
ender
edt
o
t
he cust
omerby t
he RAMANATHAPURAM WHEELS Honda bi
ke aut
hor
ized
deal
er.Thi
sst
udyhasgi
venapur
eimageofwhatcust
omer
sfeelaboutt
he
goodsandser
vicespr
ovi
dedbyt
heRamanat
hapur
am wheel
s.Wecanobvi
ousl
y
say t
hatt
he pr
oductsat
isf
ies t
hem as wel
las f
aci
l
it
ies pr
ovi
ded by t
he
or
gani
zat
ion.Al
lthecust
omer
shaveabet
terr
elat
ionshi
pwi
tht
heshowr
oom and
t
heyar
eregul
arl
ysat
isf
iedwi
tht
heot
herf
eat
uresoft
hecompanyaswel
l
.

Fr
om t
hef
oll
owi
ngst
udy,wecanaccompl
i
sht
hatRamanat
hapur
am wheel
s
kedeal
HONDA bi erbeenser
vingi
tscus
tomer
sex
cept
ional
l
ywel
lhascr
eat
ed
abet
teri
mageandt
rus
tbet
weeni
tscus
tomer
swi
tht
hemaj
ori
tyoft
hem bei
ng
f
ull
ysat
isf
iedwi
tht
hes
howr
oom goodsands
ervi
ces
.

Fur
ther
,ithasbeendet
ect
edt
hatt
heshowr
oom somet
oimpr
ovei
sacur
rent
l
evelofper
for
mance.Theshowr
oom canusemor
ecust
omerf
ri
endl
ymet
hod
and t
rai
nit
ssal
e cust
omer
stowar
dsser
ving t
he peopl
eint
he bestpossi
ble
manner
.Cust
omerRet
ent
ionmus
tbest
ressedandst
rat
egi
esmustbeempl
oyed
t
oensur
eret
ent
ion.t
hebet
terr
elat
ionmustbedevel
opedwi
tht
hecust
omer
sin
commandt
oavoi
dbr
andswi
tchi
ngandsaf
eguar
drepeat
edsal
es.

61
BI
BLI
OGRAPHY

62
 BI
BLI
OGRAPHY

1.MARKETI
NGMANAGEMENT-Phi
l
ipKot
ler

2.
PRI
NCI
PLEOFMARKETI
NG-Phi
l
ipKot
ler&Gr
ayAr
mst
rong

3.
MARKETI
NGMANAGEMENT–St
ant
on

4.
BUSI
NESSRESEARCHMETHODOLOGY-C.
R.Kot
har
i

5.
www.
Honda.
com

6.
www.
ret
ail
i
ndi
a.com

63
ANNEXURE

64
 QUESTI
ONNAI
RE

Respondent
’sName: ……………………………………

1.Se
x
a.Mal
e
b.Femal
e
2.Age
a.1
8-20
b.20-
35
c.35-
50
d.50above
3. Monthl
y
Income
a.Rs7500-1
0000
b.Rs1
0000–20000
c.Rs20000–30000
d.Rs30000above
4.Occupat
ion
a.St
udent
b.Busi
ness
c.Pr
ofessi
onal
d.Empl
oyed
5.Col
orpr
efer
encef
orHondabi
ke
a.Red
b.Bl
ack
c.Si
l
ver
d.Bl
ue
e.Ash
6.Howdi
dyoucomet
oknowaboutHondabi
kes
a.Fr
iend’
s
b.Adver
ti
sement
c.Medi
a
d.Ot
her
s
65
7.Opi
nionaboutHondabi
kes

Excel
l
ent Good Sat
isf
act
ory Poor
Pickup
Riding
Comf ort
Roadgr i
p
Technol ogy
Mai ntenan
ce
cost
Over all
perfor mance

8.Ar
eyout
hef
ir
stowneroft
hebi
ke
a.Yes
b.No
9.Rat
ethef
oll
owi
ngf
act
orsyouconsi
der
edaf
terf
ir
stser
vice
a.Ver
yunsat
isf
ied
b.Unsat
isf
ied
c.Neut
ral
d.Sat
isf
ied
e.Ver
ysat
isf
ied
10.
Rat
ethest
affont
hef
oll
owi
ngf
act
orsaf
terser
vice
Excel
l
en Good Fai
r Poor
t

11.WhatmadeyoubuyaHondabi
kes
a.Br
andi
mage
b.Dur
abi
l
it
y
c.Fuel
eff
ici
ency
d.Lowmai
ntenance
e.Pi
ckup

66
12.Yourpr
iceopi
nionaboutHondabi
ke
a.Hi
ghl
ysat
isf
ied
b.sat
isf
ied
c.neut
ral
d.di
ssat
isf
ied
e.hi
ghl
ydi
ssat
isf
act
ion
13.Ar
eyousat
isf
iedwi
tht
heTechnol
ogyofHonda
a.Yes
b.No
14.Ar
eyousat
isf
iedwi
tht
heper
for
manceofHonda
a.Yes
b.No
15.I
syourHondabi
kegoodont
heof
froads
a.Yes
b.No
16.Di
dyouf
indanypr
obl
emsi
nHonda?
a.Yes
b.No
17.Yourexpect
ati
onf
rom HondaSer
viceCent
ers
a.Reasonabl
eChar
ges
b.Tr
ustandCar
e
c.Pr
ofessi
onal
Qual
i
tySer
vice
d.I
mmedi
ateDel
i
ver
y
18.Howconveni
enti
sthet
imi
ngoft
heser
vicest
ati
on
a.Ver
yconveni
ent
b.Conveni
ent
c.I
nconveni
ent
d.Ver
yInconveni
ent
19.Wast
hes
ervi
ceadvi
sorr
eadyt
oli
stent
oyourcompl
ai
nts
a.Yes
b.No

67
20.
Rat
ethel
evel
ofcust
omersat
isf
act
iont
owar
dsgr
eet
ingbyempl
oyeesand
st
aff1
)Hi
ghl
ysat
isf
act
ion
a.Hi
ghl
ysat
isf
ied
b.Sat
isf
ied
c.Unsat
isf
ied
d.Hi
ghl
yunsat
isf
ied

21.Anysuggest
iont
othei
mpr
ovementofHondabi
kes

68