CHAPTER - 6 FINDINGSINDUSTRY India isthe second largest manufacturer and producer of two-wheelers in the word, It stands next to Japan and China in terms of the number of two-wheelers produced and domestic sales respsctively. This distinction was achieved duc to variety of reasons as nent of Inia F respective policy fallowed by the Gove towards the passenger car industry, rising demand for personal transport, inefficiency in the public transportation system ete, {In Indian two-wheeler, industry made a small beginning in the early $0s when Automobile Products of India (API) stated manufscturing scooters in the county Until 1988, APL and Enfield were the sole producers In 1948, Bsjaj Auto began trading in imported Vespa scooters and three Wheslers, Finally, in 1980, it semp a shop to manufacture them in technical collaboration with Piaggio of laly. The agreement expired in 1971 n the initia Stages, API it was later overtaken by Baja) Awio dominating the scooter segment. Alhough various Government and Private enterprises entered the fray for scooters, the only new player that has lasted until today is LML. Under the regulated regime, foreign companies were not allowed to operate in India, 1 was @ unplete seller market with the waiting period for getting a scooter from Baja} Auto being as high as 12 years, ‘The motoreyeles segment was no different, with only three manufacturers via Enfield, Meal Jawa and Escorts. While Enfield bullet wasa four-stroke bike, Jawa and the Rajdoot were two-stroke bikes. Enfield 3$0ce bikes and Escorts 17Sce bike initially dominated the motorcycle segment ‘Thetwo-wheeler market was opened to foreign competition in the mid 80's, And then the market leaders-EScorts and Enield- were caught unaware by the onslaught of the 100 cc bvkes of the four Indalapanese joint ventures. With the availability: of fuel- efficiency low power bites, demand swelled resulting in Hero Honda — the only producer of four-stroke bikes (100ec category), gaining atop shot,FINDINGS, 1. The Hero MotoComp is leading the market, The difference is to big to cope up for any manufacturer in shor span. With proven products and many people having faith in brand, itis quite a difficult task for others to take the Hero's number one position Hero MotoCamp India's no. 1 wo wheeler companies fe posted growth of 11.28 in the month of May 2017 compared to May 2016 3. Ability to understand customer's needs and wants, maintenance cost is low. 4, Passion Pro, Splendor Plus, are the two models that Hero MotoCorp selling a big smumber ‘The TV promotions are more influence the customer behavior of two wheeler sector. ‘The purchase desiccations of consumers are influence by friends and family. Blus, Red, Black color bike with 150 ec to 200ce is fast moving Most of ihe desponsences are agres that the bikes are delivering proper time, ‘The service provide by Hero MotoCorpis satisfied by more than 709% of customers 10 Brand name of Hero is still good in market afer split with Honda, 74% of people like the brand "HERO" Quality, price, Brand image, Fuel efficieney is geting equal importance in satisfaction 12, The research showing that consumer wants to get more service satisfaction 13, 82% of the customer likes to recommend Hero two wheeler io their friends, is shows they are satisfied with the bike.costs, cost of registration, excise duty, roxd fax) and stow rural income growth, Solid ‘but cautious growth is expectal over the next few years. However, from a long-term. penpective, rising incomes, improved affordability and untapped markets prescat promising opportunities for automobile mumufictures in India, According to Maccquatis equities research, sale of passenger vehicles is expected to double in the next four years GROWTH OF MOTORCYCLES [Cis therefore not surpvising that every major player is trying to get into the Motoreyele market ty have a picee of the cake. ‘Hero MotoCorp Lid is indisputable the leader with 38 percent share followed bby Bajaj with 27 percent (insludes M-£0), TVS at 19 percent and Escorts at 13 percent. Now LML and Kinetic have announced their plans to manufacture motoreyeles, which are likely t come in the market by next year, The battle is ‘expected to be fierce but the consumer will be the greater beneficiary ld, is considered a family ‘vehicle but perhaps there is competition from the second hand ‘The growin metoreysh slowly’ losing its markets where prices have fallen down rapidly. 1992 Maruti 800 is now available for just 70,000, ‘The seooter manutactures have to watch this phenomenon and bring our many new product variants in the Fight price slots to sustain their shares in the market. The ‘moped market has been steady with an average growth of 3 percent, tis dominated by TVS which holds 48 percent market share followed by Kinetic and Majestic Auto at 23 percent and 18 percent respectively In each segment, there is @ wide gap between the first two contenders, which makes their products positioning and marketing strategies most interesting. The two ‘wheelers market seems to be maturing, There are the usual their conventional segment ‘of scooters, mopeds and motorcycles, Two new segments are being created,Chart 4.1Showing type of Hero two wheeler models owned in % raw imPuse 1% PASSION XPRO ty, PLEASURE spunoor 9 116 * suck ax nasesTrO| % naa 1%, anita zu % ‘cuamoun"os * Model Name Owned in % Passion Pro 30% ‘Splendor Plus 2% Splendor Pro 10% Passion X Pro % Pleasure % Splendor NXG % Mucstro 3% Glamour m% Super Splendor 7% Hunk % Karizma ZIR ™ HF Dawn 1% Timpuise 1%QUESTIONNAIRE 1.Do you have a bike? (Yes (No 2.Do you know about Hero Motocorp Ltd? (Yes ONo 3,Which company bike do you have? ()Hero Motocorp Lid () Baja) ()TVS ( ) Yamaha 4, Which features do youonsider white Ob hasing a bike? (0) Mileage () Comfort () Designing 5. Were you attended prompty when you came to hero showroom? (Yes ()No() Not fully 6, Which marketing scheme of the Hero attracts you the most? (Special offers () Cash discounts ( ) Festival gifts ( ) Others 7.Which feature of the Hero bike attracts you the most? ()Designing () Fuel efficiency ( )Price ( ) Low maintenance 8.How do you rate the Pre sale service provided by Hero? (Excellent () Good ( )Avemige () Bad () Poor ¥9,How would you rate the after sale services of Hero Motocorp Ltd? () Excellent (Good ()Averige () Poor 10.How is the availability of spare parts of the Hero Motecorp Ltd? ()Ewsily available ( ) Hardly available () NotavailableCONCLUSION ‘Customer satisfuction is a marketing tool and a definite value added beneiit, It is often perceived by customers as nportant as the primary product or serviee your ‘organization offers. For making a better relationship with cusiomer they always use genmine parts in their product, And after selling they have the services and! maintenance, ‘Th constant ‘endeavor isto support the company/s mandate of providing highest level of eustomer ‘satisfaction by takine good care of customer's two-whedler service and maintenance ‘through their vast notwork of more than 2100 committed dealers and service outlets spread across the country. ‘Apart from that Hero MotoCorp Ld focused on cleanliness and other aesthetics of the scrvice stations and add such air conditioned waiting area, internet surfing, eoffee shops ete to enhance the in house experience of the customers at those “customer touch point” To ensure that millions of customers inthe rural area are not left waiting for adequate sevice as it is impossible for the company to introduce service station at every nook and corner of the country, mobile service stations are regularly arranged With prioe intimation to public about the rout that the mobile workshop would take ‘when passing through that region so that customers ean come and get their two Wheelers serviced, All these activities are aimed to increase the customer loyalty and thus retaining customers.CHAPTERS EXECUTIVE SUMMARY INTRODUCTION OF PROJECT CUSTOMER SATISFACTION OBJECTIVES OF THE STUDY SIGNIFICANCE OF THE STUDY LITERATURE REVIEW STATEMENT OF THE PROBLEM OBJECTIVES SCOPEOF THE STUDY INDUSTRY PROFILE GROWTH OF NOTORCYCLES HISTORICAL DEVELOPMENT COMPA PROFILE VISION & MISSION TRATERGY, MANUFACTURING & TECHNOLO (CORPORATE GOVERNANCE HEADQUATERS & BRANCHES. GRADING POSITIVES & SENSITIVITIES COMPANY HISTORY- HERO MOTORCORP OPERATION RAMP-UP PORTFOLIO OF PRODUCTS DATA ANALYSIS & INTERPRETATION FINDING SUGGESTIONS/ RECOMMENDATIONS. CONCLUSION No. mu ois 15-18 19-35 36-55 56-57 58-59 60.63INDUSTRY PROFILE, ‘The Indian two-wheeler contributes the largest volume amongst all the segments in automobile industry. Though the segment can he broadly categerized into 3 su- segments viz. scooters, motoreycles and mopeds; some categories introduced in the ‘market are a combination of two or more segnients e.g. scooters and stop-thra, The market primarily comprises five players inthe ewo-wheelers segment with the most of the companies having foreign collaboration with well-known Japanese firms earlier But most of the companies are now planning 100% subsidiaries in India, and growth anticipated is bigher than the 16 percent achieved in the past 10 years The automobiles sector is divided into four segments-two wheclersimopeds, seooters, motoreycles, slevtrie two-whecler), passenger vehicles (passenger cars, utility vehicles, multi-purpose vehicles), commercial vehicles (light and_mediu-heavy Vehicles), and three wheelers (passenger carriers and good carries). ‘The industry is one of the key drivers of economic growth of the nation, Since the ‘lobulization of the sector in 1991 and the subsequent opening up of 100 percent FDL through automatic route, Indian automebile sector has come a long way. Today, almost every global auto major has set up facies inthe county, ‘The world standings for the Indian automobile sector, as por the Confederation of Indian Industy. areas follows: > Largest three-wheeler market Second largest tow-whecler market > Tenth largest passenger car market > Fourth largest tractor market > Filth laest commercial vehicle marker > Filth largest bus and treck segment “The seetor has shown a sluggish growth of 12 percent in 2012, The trend is likely to Stay with a 10 percent growth outlined for 2013 citing high ownership cosss (fuelHISTORICAL DEVELOPMENT OF TWO WHEELER INDUSTRY India i the second largest manufacturer and producer of two-whselers in the ‘orld, I stands est t0 Japan and China in terms of the mumber of tvo-wheelers produced and domestic sales respectively. This distinction was achieved due to ‘variety of reasons as if respective policy followed by the Government of India towards the passengsr ear industry, rising demand for personal transport, inefficiency in the public transportation sysiem ete. In Indian tworwheeler, iustry made a small beginn) ye ealy 50 when aw Until 1958, APL and Enfield were the sole producers. {In 1948, Bajaj Auto began trading in imported Vespa seooters and three mobile Producis of India (API) started manuficturing seaoters in the country’ ‘wheelers. Finally, in 1980, it setup a shop to manufacture them in technical collaboration with Piaggio of lialy. The agreement expired in 1971 ial stages, APL it was lace overtaken by Bajaj Awo dominating the scooter segment. Although various Government and Private enterprises entered the fray for scooters, the only new player that has lasted until today is LM. Under the regulated re India, It was a complete seller market with the waiting period for getting a scooter from Baja} Auto being as high as 12 years me, foreign companies were not allowed to operate in The motoreyeles segment was no diffarent, w Enfield, Meal Jawa and Escorts, While Enfield bullet was. four-stroke bike, Jawa and the Rajdoot were two-sitoke bikes. Enfield 3800s bikes and Escorts 17Sce bike initially dominated the motoreyele segment, only three manufacturers via The two-whecer market was opened to fereign competition inthe mid 80's. And then the market Ieaders-EScors and Enis fare by the onslaught of the were caught 3 Sentures, With the availability of fle efficiency low power bikes, demand swelled resuhing in Hero Honda — the only producer of four-stroke bikes (100ec eate gory), gaining atop sh, 100 ce bikes of the four Indolapanese joSUGGESTIONS AND RECOMMENDATIONS. It is very hard to hold the pulse of a customer in the market. Customer's satisfaction is diferent for different people at different situations: Majority of the respondents were still unaware about different versions of Hero bikes ‘Therefore I suggest the company personals should take initiative to ereaic awareness about these versions, Fw of the customers expressed concem over frequency of the maintenance & service problems faced by their vehicle and expressed *high satisfaction” over it. Therefore, I suggest them 10 re look atthe vehicle & se-develop in onder to stop the frequency of these prodl Hero MowoCom want to give more importance in there service part its include timely service, and quality of service Hero want to develop more promotion for there some models like sports bike and ear less seooter Mero bikes want wo increase their export market Hero MotoCorp Ltd should try 19 give more advertisements in news paper, bill boards in that area to enable easy recall ofthe people for Hero MotoCorp Lid.‘The Program began with a member transaction booklet, a replica of the Passport oollet, which helps in engaging with customers. However, the Program has been &- ‘enabled now to improve its geographical reach and efficiency level. It runs on the backbone of a robust and engaging front-end and a sound, solid and technical back ‘end, The Program includes customized technology, combining a mix of Magnetic Swipe/Bar Code. Personalized Membership Cards are shared with GoodLite members, which are easy to cary, transact and earv/redcem rewards, Online member profiling and real-time customer feedback module (via questionnaires) are some more salicat features of the Programm. During the year, GoodLife has heen the recipient of ‘several accolades and awards on national and interational platforms, Some of these were: + “Order of Merit’ in PMAA awards 2011 under ‘Best Aciivity Generating Short ‘or Long Term Brand Loyalty’ category * Colloguy Award under Imovation in Loyalty Marketiog (Internationsly category + Qualified as ECHO Finalist (Sth place) in 201 DMA International ECHO™ ‘Avvards competition Loyalty Award under Auto Sector OPERATION RAMP-UP With demand for bikes recording a stupendous growth of 15% during the year under review, the Company's capacities were severely strained. This prompted it to augment fits capaciyy at its three plans ~ up ftom $.4 million units to 6.38 million ~ during the ‘year. This was made possible through a number of de-hottlenecking measures. For example, the Company's plants were made leaner ty outsourcing non-critical processes and operations, Desides this, a number of structural changes and alterations were made in is ‘manufacturing strategy to effectively implement its Sales Plan for 2016-17, Major replacements were also exceuted inthe paint and assembly shop, easuring litle ‘or no shutdown along the assembly line. Apart ffom the above measares, several innovative technologies were inculcated to reduce operational costs, Some examples of these are ‘¢ A breakthrough technology for 1 rolling was implemented foe mass-productionSIGNIFICANCE OF THE STUDY ‘The information required for this study obtained was basically through two sources, Primary Data: Primary Data has been gathered by a survey through a structured questionnaire 10Fine blanking, an altemate process of hobbling. was imoduced for sprocket ‘components ‘Advanced cam grinding was introduced to increase productivity and contol costs ‘The Company's oldest plant at Dharubera was in the limelight for wo specific Wage negotiations were concluded Plant wor TPM Execllence Award ‘The Company continues to set new industry benchmarks in the areas of enerey conservation and sustainability. Vapour absorption machines and heat recovery units Were installed during the year 1 utilize waste heat fiom Gas DGs for air-conditioning and pre-heating of hot water generation. Other green initiatives included projects on ‘wasie water management, LED lighting and solar power. These cost leadership and ‘cen projects yielded considerable savings to the Company within & short period of me, PORTFOLIO OF PRODUCTS Hero MoioComp offers wide range of two whesler products that include motereyeles ‘and scooters, and his set the industry standards across all he market segments 10046 Bike category SPLENDOR PLUS, SPLENDOR NXG SPLENDOR PRO PASSION PRO PASSION XPRO MAESTRO, PLEASURE HF DAWN HF DELUXE 12s Bike category GLAMOURSTATEMENT OF THE PROBLEM “This Project hus been titled “A comprehensive study Post purchase buyer behavior and satisfaction towards Hero Motors Bikes afer the split with Honda." To study the new market of Hero motors after the split with Honda, the consumer response to the bike and needed improvernent aria ‘The study would help to understand the consumer satisfaction to their expectation OBJECTIVES ‘This study vas conducted keeping the following objectives in mind. |, To study the factors which influence the purchase of Hero two-Wwheelers? ‘To know the customer level of assareness of Hero two-whesters, 3. To know the various factors, which influence customers in purchasing. they're to - wheelers? 4. To find the after sales service offered by Her MocoComp Ltd 5. To know the customer level of satisfaction of Hero two-wheclers with respect to Hero MotoComp Lid, 6. To find the profile of Hero MotoCorp Lid 1wo- wheeler customers 7. To understand two whesler stor in India, 8. How the split with Honda has affected Hero motors. SCOPE OF THE STUDY > This study helps the organizations to increase their service and product quality and in turn inerease the market share, top and bottomline of the company,COMPANY PROFILE Hero MotoComp Lid, (Formerly Hero Honda Motors Ld.) is the world’s largest manufacturer of two wheelers, based in Indi, 1m 2001, the company achieved the coveted postion of being the largest wo-wheckr smamafact company in India and also, the World No.1" ewo-wheeler company in terms of unit volume sales ina calendar year. Hero MotoCorp Lid, continues 10 ‘maintain this position tll date HeroMotoCorp is now world’s largest manuficturer of two: has be heelers. The company ed from the demand shift to motorcycles, as it focuses solely om this ‘product segment (abhough has « product called Pleasure in Scooter segment, With fuel efficiency and riding comfort as the main selling points, HMC has been able 10 address a wide market and post robust sales growth even afer its separation from the Japanese major Honda, 4.1. VISION The story began with a simple vision ~ the vision of a mobile and an empowered India, powered by its bikes. Hew MotoCorp Lid, company's new identity, reflects is ‘commitment towards providing world class mablity solutions with renewed focus on expanding company’s footprint inthe global arena, 4.1.1 MISSION Hero MotoCorp's mission is to become a global enterprise fulfiling its customers’ needs and aspirations for mobility, setting benchmarks in technology, styling and ‘quality so that i converts its customers into is brand advocates. The company will provide sn engaging environment for is people tw perform to their tre potential, Ie ve its fous on value ereaion and enduring reltionships with it parers, 20The two-wheeler industry hus been expanding rapidly. Gone are the days when possessing a nvo-whceler was seen as a luxury. Now lays, itis viewed as a mete necessity, Prior, sale of two-wheslers was mainly confined to urban areas but lately in rural areas the bicyeles are being replaced by power driven twoavhedlers such as scooters, motoreyeles [Not only this, this industry has alo customers ranging from all demozraphic segments, It has been common sights that even school going children are driving twoowheclers. The women customers are also increasing due to increase in women Iiterxey and employment Getting « new cusiomer is dificul, than retaining a curtent customer isa mo «difficult one and not only that tis estimated that the cost oF attracting a new customer is five times the cos’ of retaining current customer, It requires a great deal of effort to induce satisfied customer to switch away from their current preference. Thus, tomer satisfaction is heen given top priority in today's competitive wort. ‘Therefore, keeping the above stated objective in mind, this study was conducted 10 ‘ascertain the customer's satisfaction towards Hero two-wheelers in Hero MotoCop Ltd. In view of this, a detailed study of customer preferences, levels of satisfaction ‘and their complaints and suggestions was undertaken,through their vast network of more than 100 committed dealers and service outles ‘spread across the country. Apart from that hero motocom focused on cleanliness and other aestheti service stations and add such air conditioned waiting area, internet surfing, coffee of the shops ete to enhance the in house experience of the customers at those "eustomer ‘ouch point”, To ensure that millions of customers inthe rural area are not left waiting for adequite service as itis impossible for the company to introduce service station at ‘every nook and comer of the county, mobile service stations are regularly arranged ‘with prior intimation to public about the rout that the mobile workshop would take When passing through that region so that customers can come and get their 160 Wheelers serviced, All these activities are aimed to increase the customer loyalty and ‘thus retaining customers, Good Customer Loyalty Program Good Life is a Customer Relationship Program introduced a decade ago, which Endzavour’s to enhance customer satisfaction and initiate increased levels of member ‘engegement ‘The main objective ofthis Program isto make our customers our Brand Ambassadors to generate referral sales and boost serviee visi ‘The GoodLife Program has enabled the Company build « consolidated base of 10 million plus loyal customers: inthe process, a new distribution platform has emerged. GoodLife now contributes a huge 14% tothe Companys averall sales (purely through referrals), in addition to incremental sales, GoodLife has emerged as the largest Cusiomer Reltionship Program in India, witnessing additions of 0.38 million ‘members each month. During the year, the Program's member base shot up 16%, with ‘new 4.51 million transactions being undertaken Besides aiming 1 increase the number of cusiomers and volume of transactions, the Program seeks to enhanee revenue opportunities for dealers as well, Different levels ‘of engagement have been in-built into the Program with the aim of increasing its people engagement initiatives, Some of these ate: transaction-based rewards, exclusive eventinvites, personal accidental insurance, servicecontimity bonus, transaction benefits on specialoccasions (birthdays, anniversaries), {quanterlynewsletters and interaction through a program website,SUPER SPLENDOR IGNITOR Glamour POM FL 15046 Bike category ACHIEVER KARIZMA KARIZMA 2M IMPULSE HUNK XTREME ‘Termination of Honda joint venture In December 2016, the board of directors of the Hero Hona Group has decided to terminate the joint venture between Hero Group of India and Hoods of Japan in a phased manner. The Hero Group would buy out the 26% stake of the Honda in JV Hero Honda, Under the j intemational markets (except Sri Lanka) and the termi ventuee Hero Group could not export wo tion would mean that Hero Group can now expont. Since the beginning, the Hero Group relied on their Japanese partner Honda for the technology in their bikes, So there are concems that the Hero, Group might not beable to sustain the performance of the Join: Venture slone The Japanese auto mgjor will exit the joint venture through « series of off market transictions by giving the Munjal funily—thar held a 26% stake in the company—an additional 26%. Honda, which also has an independent fully owned two wheeler subsidiary—Honda Motoreyele and Scooter India (HMSI)—will exit Hero Honda at a discount and get over $1 billion for its stake, The discount will be between 30% and $0% to the current value of Hondh's stake as per the price ofthe stock affer the market closed on Wednesday, ‘The rising differences between the wo partners. gradually emerged ax an istant, Differences had been brewing for a few years before the splitREVIEW OF LITERATURE Planning forthe futute to achieve the long-term objective is integral to the survival and growth of every business. Strategic planning today has to take into cognizance ‘the rapid changes in technology, increased competitiveness and the turbulent business ‘environment, also with the world hesoming one big global village, Strategy covers every aspect of business from business reengineering, new business development, product development and brand positioning to advertisements promotional campaigns, mediaand publicity. It is a game of innovation, In fact, marketing people are involved in marketing 10 types of enti goods, services, experience, events, persons, places, properties, organizations, information ‘and ideas, Marketing management is the art and science of choosing target markets and getting, keeping and growing customers through creating. delivering and ‘communicating superior customer value, India is second largest manufacturer and producer of twowheclers in the world, It stands next to Japan and China in terms of the mumber of two wheelers produced and domestic sales respectively Indian twoovhoelers industry made small beginning in carly 50"s when in Indi. Hero wos Automobile pred ‘established on 13 of April 1984, The Indian two wheelers Industry ean be broadly classified as scooter, motoreyeles and mopeds'scooters. In last six years domestic India (API) started manufacturing seoote Iwoovheclers has seen structural charges, This can be seen frem the change in ‘composition of two wheeler sales, where the motorcycles have gained market share fom the yeooter and moped or scooters segments The consumer is now faced with proliferation of brind models. Getting new customers as well as retaining them is an important task of manufaeturers, aftersales is very important, A satisfied customer brings in more name and goodwill to the company, which is why customer satisfaction is given more importance in today’s competitive world, A study on this aspect with Hero two-wheelers ot Hero “MotCorp Ltd was made.Sales figures TWO-WHEELER SALES Suzuki Motoreycle india 0,63 36,09 % i Royal Enfield 51,320 60,18 T MNotor B51 256,341 02 Hero Motocorp 606,542 609,951 0.56 BajajAuto 264,269 264,35 -8 Honda Motoreyde@ ScooterIndia 381,524 365973 42 ‘Source: Companies *Profile of target customer Her MotoCorp basically targets the every each and segments ofthe market, So there are some products like splendor, CD= dawn (14000-50000) they made for lower segment of the market and glamour, passion, CBZ, karizma (es above $0000) for the upper segment of the market. And now they are trying wo target the young people of the market India's Hero MotoCorp, the world’s largest producer of motorcycles and scooters, has announced its intention 1 expand globally, with plans 10 sell vehicles on three cominents and neatly double its unit sles within five year. The company, whose family shareholders bought out its former partner Honda Motor this year, said it ‘would invest about Stba to expand internationally in south-east Asia, Afiiea, and Central and Latin America +Customer Relationship Activity For making a better relationship with customer they always ase genuine parts in thie product. And afler selling they have the services and maintenances. ‘Their constant endeavor isto support the company's mandate of providing highest level of customer satisfaction by taking good care of customer's two-whesler service and maintenanceSTRATEGY Hero MowoCorp’s key strategies are w build robust product portfolio across categories, explore growth opportunities global continuously amprove its ‘operational efficiency, aggressively expand its reach to customers, continue to invest in brand building activities and ensure customer and shareholder delight, MANUFACTURING Hero MotoComp two wheelers are manufactured across three globally benchmarked ‘manufacturing facilites, Two of these are base at Gurgaon and Dharuhera which are located in the state of Haryana in sorhem India. The third and the latest ‘manufacturing plantare based at Haridwar, in the hill state of Uteakband. TECHNOLOGY In the 1980'S the Company pioneered the intreduetion of fuehefficient, environment friendly four-stroke motoreycles in the country. It became the first company to launch the Fuel Injection (FI) technology in Indian motoreycles, with the launch of the Glamour FL lis plants use world class equipment and processes and have become a benchmark in Jeanness and productivity ‘Her MoioComp. in its endeavor to remain « pioneer in technology, will continue 10 innovate and develop cuting edge products and processes 4.2. Corporate Governance At Hero MotoCorp i is the firm's belief thatthe essence of Corporate Governance lies in the phrase "Your Company”, Its "Your" Company because belongs to you = the sharsholders. The Chairman and Directors are "Your" fiduciaries and trustees “Their objective isto take the hasiness forward in such 1 way that it maximizes "Vou" long-term valueCusiomer satisfaction eannot be very difficult. Afterall you either satisfied with the services you receive or you are not. If you don't you are not. If itis that easy, then ight forward matter or is it? Customer satisfaction isa marketing tool and a definite value ‘obtaining people's opinion about how satisfied they are with relatively. st added benefit. tis often perceived by customers as important as the primary product for service your organization offers. It looks at what is involved from 3 differeat angles, the first is from the view of an organization wishing to understand, and ‘measures, how satisfied its customer are with the products and services they receive from it, The second is from the perspective of a research agency that has been asked 10 obtain feedback from customers and about their experiences when dealing with ‘companies, Finally it considers the issue from the perspective of consumers who participate in surveys, including both business customers and members of general public CUSTOMER SATISFACTION Whether the buyer is satisfied after purchase depends on the offers performance in relation to the buyer expectation, of geteral satisfaction are & person's fein pleasure oF disappointment resulting from comparing a products perosived performance relation 10 hisher expectations, If the perfomance falls short of ‘expectation, the customer is dissatstied, IF the performance matches the expectation ‘customer is satisfied. If the performance exceeds the expectation the custemer is highly satisfied, ‘Cusiomersatistution cannot be very difficult. Afterall you either satisfied with the services you receive or you are not. If you don't you are not IF iti that easy, then ‘obiaining people's opinion about how satisiied they are with telatively. straight forward matter- or is it? Customer satisfaction is a marketing tool and a definite value added benefit. tis often perceived by customers as important as the primary product for service your organization offers. It looks at what is involved from 3 differeat angles, the fist is from the view of an organization wishing. to understand, and measures, how satisfied its customer are with the products and services they receive from it. The second is from the perspective of a research ayeney that has been asked to obtain Feedback from customers and about their experiences when dealing with ‘companies, Finally it considers the issue from the perspective of consumers: who participate in surveys, including both business customers and members of general publicOBJECTIVES OF THE STUDY, ‘Marketing starts with identifying the needs of customers und ends in satisfying those wants. The geal of marketing isto attract new customers by promising superior Value and to keep curent customers by delivering satisfaction based on their ‘references retaining them, Without cusiomer, no market exists. As the customers are regarded as the ‘superiors in today's market, the level of satisfaction and their preferences should be keenly studied.INTRODUCTION OF THE PROJECT ‘The project is all about measuring the cxstomer satisfaction in Hero motors. For the past few years every company is tying 10 satisfy its customers. The emphasis is on Ways of retaining customers, then on attracting new customers, I is easy to attract new customers then to retain old customers. So, companies are tying to focus on this aspect ofcustomer’s satisfaction. The sale ofa product does not end with the sale transaction but iti the point at which the original marketing concept stars. The marketer hus to see that whether the ‘customer satisied with that particular productservice or mot. The past purchase behavior is important fora marketer. If tere is any cognitive dissonance in the minds Of the customers then tht is enough to lose a customer. Keeping this in mind the ‘companies are giving more importance to customer satisfaction, This project work has been done to find out whether a customer is satisied or dissatisfied, also to measure the level of the customer st faction and provi this feedback 19 the company, The frst phase of the project involves the collection of based on which the ‘customer feels satisfied or dissatisfied, This information is collected by preparing a information from the customers for interpreting the characters structured questionnaire. The questionnaire consists of both open-ended and closed ‘ended questions. The questionnaire is designed in such a way that » customer fects ‘convenient to answer ‘The collated information through the questionnaire iy analyzed and presented in a ‘statistical form. The findings are listed and suggestions to solve problems faced have been given inthe suggestion part.