A Study On The Customer Satisfaction of The

CHAPTER 1
INTRODUCTION
1
1.1 INTRODUCTION
Customers are the reason why reason why business exists. Without them a
company can neither survive nor thrive. In their absence, an organization does not have a
business or purpose. The main business of a company is to satisfy customer’s need and
wants. Customer satisfaction is the key to organizational success. Therefore a marketer must
have a thorough understanding customers and their behavior, a marketer can attempt to
satisfy to satisfy customer’s needs and wants. Customer satisfaction is a post purchase
evaluation of a service offering. In today’s competitive business environment success means
keeping customers. Price war and margin will only do that favor up to a certain point.
Customer satisfaction is a term frequently used in marketing. It is a measure of
how products and services supplied by a company meet or surpass customer expectations.
Customer satisfaction is defined “the number of Customers or percentage of total Customers,
whose reported experience with a firm, its products, or its services (ratings) exceeded
specified satisfaction goals”. In a survey of nearly 200 senior marketing managers, 71%
responded that they found a customer satisfaction metric very useful in managing and
monitoring their businesses. It is seen as a key performance indicator within business and is
often part of a Balanced Scorecard. In a competitive market place where businesses complete
for customers, Customer satisfaction is seen as a key differentiator and increasingly has
become a key element of business strategy.
2
1.2 STATEMENTOFTHEPROBLEM
The project is entitled “A STUDY ON THE CUSTOMER SATISFACTION OF THE

H.M.MOTORS, ERAMANGALAM".
1.3 OBJECTIVE OF STUDY
Primary objective:
To study on customer satisfaction and marketing functions of H.M. Motors

Eramangalam
Secondary objective:
To find out factors that delight customers.

To find out customer’s expectation from H.M. Motors
To find out the problems faced by customers.
To know customers opinion about H.M Motors.
3
1.4 RESEARCH METHODOLOGY
RESEARCH METHODOLOGY:
It is a systematic approach to solve research problem. A good research work requires a

class scientific methodology because only through the application of correct methodology
and appropriate tool of data collection, a well-founded conclusion can be drawn on the
phenomenon under consideration.
RESEARCH DESIGN:
Research design is an arrangement of condition for collections, analysis of data in a

manner that aims to combine relevance to the research purpose with economy in
procedure fundamental to success of any research project is sound research design.
Research design is descriptive in nature. Research design is a search for knowledge to
identify the situation as it is.
SAMPLE SIZE:
The sample size of this study is 50 customers.
TOOLS USED FOR DATA COLLECTION:

• Questionnaire
• Interview
SOURCES OF DATA COLEECTION:

The task of data collection begins after research problem have been defined and research
design checked out.
The research can obtained data from
• Primary data
• Secondary data
Primary Data: It refers to firsthand information collected by researcher specific to

research problem.
4
• Questionnaires
• Personal Interview
Secondary Data: It is the information that already exists for another purpose. This
refers to all those data which are collected for some earlier research work.
• Books
• Magazines
• Newspapers
• Website
SAMPLING METHOD
Convenience sampling method is adapted for this study.
TIME PERIOD OF STUDY
This study is conducted on duration of 21 days from 23.12.2017 to 12.01.2018
TOOLS FOR DATA ANALYSIS
The tools used for data analysis are

• Charts
• Pie diagrams
• Percentage analysis table graph
5
1.5 SCOPE OF STUDY
This study is conducted to evaluate the customer satisfaction and marketing functions of
H.M.Motors Ltd.It is very clear that customers belong at the heart of every business because
without them there is no business. Without their money there is no exchange. Therefore, for
any company a customer is the starting point that influences very move. Marketing is based
on this logic. Customers are satisfied when offered what are needs. In practice they are not
very easy to please. The study has wide scope because successful business planning requires
information about potential market
1.6 SIGNIFICANCE OF STUDY
With intending to customers and ensuring that they have a positive the organization, the
collection, analysis and dissemination of these data send a message about the message about
the importance of tending to customers and ensuring that they have a positive experience
with the company's goods and services. Although sales and market share can indicate how
well a firm is performing currently, satisfaction is perhaps the best indicator of how likely it
is that the firm's customers will make further purchases in the future. Much research has
focused on the relationship between customer satisfaction and retention. Studies indicate that
the ramifications of satisfaction are most strongly realized at the extremes.
1.7 LIMITATIONS OF THE STUDY
1. Sample size of 50 was taken for the study. The result is generalized on the basis of the
sample select.
2. It lacks reliability and accuracy because the customers are not ready to disclose the
actual problem faced by them.
3. Data collected through questionnaire. So, personal bias is involved in the study.
4. time factor is the major limitation of the study
5. the result may be varying according to individuals as well as time
6
CHAPTER 2
REVIEW OF LITERATURE
7
2.1 REVIEW OF LITERATURE
2.1.1 CUSTOMER – DEFINITIONS
Willard Hom (2000) presents two broadly classified customer satisfaction models viz.
Macro-models, which place the customer satisfaction among a set of related constructs in
marketing research and Micro-models, which theorize the elements of customer satisfaction.
The paper also gives various models of customer satisfaction from the perspective of the
marketing research discipline. The concepts viz. value, quality, complaining behavior, and
loyalty are labeled as 'macro-models'
The marketing research literature presented in this study extensively covers the
elements that make up the concept of customer satisfaction viz. disconfirmation of
expectations, equity, attribution, affect, and regret. These attributes are grouped under 'micro-
models
Miguel Ignacio Gomez et al (2003) conducted a study to measure the links between
store attribute perceptions and customer satisfaction, and between customer satisfaction and
sales performance in food and retail sector. The study includes the measurement of
complexities of the satisfaction-sales performance links based on empirical model of first
differences. The study expounds that customer satisfaction is vital to the creation of a
successful business strategy.
Wenjing Shang and Neal H. Hooker (2006) in their working paper use survey data
to determine consumer preferences among a set of four alternative rood labels which report
such plant level performance scores. The authors study t he product label reports of food
producers' hygiene performance and explore consumer preferences for the 'right' amount of
information and how to present this information. The authors carried out the study to verify
the following hypotheses: I) In terms of presentation format, consumers prefer number
system than other visual or verbal systems, 2) Among the three different levels of informant
iOI1 volume sets, consumers don't always prefer the largest volume set, and 3) No matter
what their preferences are, consumers are consistent with their information volume
preferences. The survey was carried out through mail
Working paper presented by Rooma (2007) enlightens that customer satisfaction
evaluation is vital for all service firms for better performance in the present world of
8
competition. The paper analyses whether SERVQUAL dimensions would be applicable to
hotel industry and put forward some additional dimensions pertinent to hotel sector. The
tourists visiting the tourist villages at different parts of the island were taken as sample for
their study through open-ended questions on their expectations of service quality available at
their hotels. The findings show that the most important attribute represented in the SERV-
QUAL instrument was the core service. Other attributes identified were: hotel room decor
and cleanliness; Internet access in hotels; quality of food and recreational facilities; and
modern technologies, particularly in communication facility. The study suggests that "Ways
of achieving quality service could include the. Administration of hotel customers satisfaction
surveys using the service quality dimensions involved; the improvement of the level of
service performance where needed by filling the gaps and the management of expectations
regarding quality of service"
Nusair et al (2010) in their study investigated the effects of price discount frames and price
discount levels on consumer perceptions about the quality of the service product, the value of
the discount, their purchase intentions etc. The research study included restaurants, hotels,
mailing service, and retail services. The study showed that price discount frames and discount
levels do affect consumers' perceptions on the value of the discount-and the quality of the
service
9
CHAPTER 3
INDUSTRY PROFILE & COMPANY PROFILE
10
3.1 INDUSTRY PROFILE
In olden days people were moving from one place to another using bicycle it took
much time to reach the original place. People solve this problem by developing two-wheelers.
Two-wheelers are used for easy movement, two wheeler had low movement of sale earlier
but now it is widely used by low and high class people equally. Nowadays two-wheelers are a
part of our life. A wide variety of two-wheelers are available such as Bajaj, Hero, Yamaha,
TVS etc.
Two wheeler sector
Most of the Motor cycles, 58% are in the developing countries of Asia Southern and
Eastern Asia and the Asia Pacific countries, excluding Japan, In 2006 China had 54 million
motor cycles in use and an annual production of 22 million units. As in 2002, India with an
estimated 37 million motor cycles was home to the largest number of motorized two wheelers
in the world.
Bajaj Product
Today Bajaj two wheelers are one of the most popular products in our country. Now more
than 45% of people are using Bajaj products. In our present market the numbers of Bajaj
products are available. Bajaj Company adopts the pricing policy very feasible. It can provide
good opportunity to low class people to purchase the products. It produce both high value
product and low value products. Today more popularized Bajaj product is Pulsar. This model
is widely accepted by the people.
Storage of Bajaj Product
Bajaj Motors are stored its own go down at Eramangalam. It is main tainted within the
factory premises. So as to increase efficiency in the management of commodity, movement
and timely availability of the product. Storage simply II1CallS storing the sufficient amount
of two-wheelers to sale when there is demand.
11
Steps of H.M.Motors for purchase finished good are:
• Determination of purchase budget.

• Receiving purchase requisition
• Inviting vendors and selecting suppliers
There are the various steps used for purchasing of basic products.
Manpower of H.M.Motors
Manpower is also known as work force, that is the process of by which an

organization determines human resource needs and to develop implemented plans. Right
person should be appointed at right place at right time for the efficient working of the
organization. At present, there are 20 employees in the H.M.Motors out of 900/0 are
permanent employees.
12
3.2 PRODUCT PROFILE
Bajaj produced have some loyal prescription about number of year ago. Even though it
was prepared for personal use, its quality and effectiveness made it popular.
Today, this quality two-wheeler is being used by people from all over the India. High
level of mechanization and the efficient loyal workforce are giving necessary trust to the
product to meet increasing demand from all parts of globe.
At present, mechanization process is almost complete and it is being supported by a work
force of efficient employees. This full production process is being managed by well qualified
and experienced personal and for quality assurance it has set up a well-equipped R&N
division seen by qualified personal.
Classification of Bajaj two-wheeler
Baja Motor Company Limited produces a number of various variety products. Some of these
discussed below.
Name CC Rate Kilometer

Pulsar 180 88800 40
Discover 150 F 74130 60
Platina 100 56353 75
Avenger 220 97424 40
13
3.3 COMPANY PROFILE
H.M. Motors are the authorized representative dealer for BAJAJ two wheelers under
the KVR Automobiles, Perinthalmanna. It is a sole proprietorship concern by ASHRAF.T.K.
With is situated in Eramangalam, Malappuram district, Kerala.
H.M. Motors deals with all products of BAJAJ two-wheelers and its spare parts.
H.M.Motors provides a secure centre at Eramangalam. H.M. Motors also provides
promotional activities like exchange meals, free check camps and mileage testing qualities.
They provide service facility along with sale. For this H.M.MOTORS maintained a separate
service centre and in its part. They have a good work force. The company provides sound
salary systems to the employees.
Features of H.M. Motors

1. They provide best after sale service to its customers.
2. They provide best loan facility with the help of financial institution such as HDFC,
Industrial bank, BAJAJ Auto Finance.
3. They also tie up with nationalized banks, Scheduled banks and Cooperative banks for
providing loan facility to customers.
4. They introduced various promotional tools such as exchange mela, loan mela, free check
up camps and test drive for attracting the customers.
Operations of H.M. Motors

1. Administration
2. Finance
3. Sales
4. Service
4. Spare parts
H.M.Motors have the following department finance and accounts, marketing department,
purchase department, service department and personal department.
Location
H.M.Motors Eramangalam branch is located in the heart of Eramangalam city. It is situated in
Maranjeri Road.
14
CHAPTER 4
DATA ANALYSIS AND INTERPRETATION
15
TABLE-4.1
Table Showing Mode of Purchase
Attributes No. of respondents Percentage
Ready cash 12 24
Installment 38 76
Bank loan 0 0
Total 50 100
Source : primary data
CHART-4.1
Chart showing the mode of purchase
80
70
60
50
40
30
20
10
0
Category 1 Category 2 Category 3
Interpretation
From the above diagram 24% of customers buy vehicles by ready cash. 76% of customers
by installment
16
TABLE-4.2
Table Showing Satisfaction Level On Information Provided
Sources No. of respondents Percentage

Satisfied 30 60
Highly satisfied 20 40
Dissatisfied 0 0
Total 50 100
CHART 4.2
Chart showing Satisfaction Level On Information Provided
60
40
20
Category 1
Category 2
Category 3
Interpretation:
From the above diagram 24% of customers are satisfied with the level of information
provided and 40% customers are highly satisfied.
17
TABLE-4.3
Table Showing Opinion about Price Level
Attributes No .of respondents Percentages
High level 4 8
Medium 44 88
Low 2 4
Total 50 100
CHART 4.3
Chart Showing Opinion about Price Level
Sales
High level
Medium
Low
Interpretation
8% customers are high level opinion about price level. 88% customers are medium level
and 4% are low level opinion about price level
18
TABLE 4.4
Table Showing Offers Or Discounts
Discount 23 46
Offers 12 24
Both 15 30
Total 50 100
CHART 4.4
Chart Showing Offers Or Discounts

50
45
40
35
30
25
Sales
20
15
10
Interpretation
46% customers are purchase by discount & 24% are purchased by offer & last 30% are
purchased in both discount & offers.
19
TABLE-4.5
Table Showing Opinion About Availability Of Spare Parts
Attributes No .of employees Percentage
Satisfied 38 76
Dissatisfied 0 0
Total 50 100
CHART 4.5
Chart Showing Opinion About Availability Of Spare Parts
80
70
60
50
40
30
20
10
0
Category 1 Series 1
Category 2
Category 3
Interpretation
From the above table 24% of customers are highly satisfied with opinion about availability
of spare parts and 76% are satisfied with this.
20
TABLE-4.6
Table Showing Satisfaction Level on Service

Satisfied 40 80
Dissatisfied 2 4
Total 50 100
Chart – 4.6
Chart Showing Satisfaction Level on Service
1st Qtr
2nd Qtr
3rd Qtr
Interpretation
From the above diagram 16% of customers are highly satisfied with service charges and
other and 80% are simply satisfied and the last 4% of customers are dissatisfied with the
service charge & other.
21
TABLE-4.7
Table Showing Opinion About Price Comparing With Competitors
Satisfied 42 84
Dissatisfied 0 0
Total 50 100
CHART 4.7
Chart Showing Opinion About Price Comparing With Competitors
90
80
70
60
50
40 Series 1
30
20
10
0
Interpretation
From above diagram 16% customers are highly satisfied with the opinion about price
comparing with competitors and last 84% are simple satisfied with this.
22
TABLE-4.8
Table Showing Source Of Information About Product
Attributes No .of respondents Percentage

Pe
TV 15 30
Internet 2 4
Newspaper 33 66
Other 0 0
Total 50 100
CHART 4.8
Chart Showing Source Of Information About Product
70
60
50
40
Series 1
30
20
10
0
Category 1 Category 2 Category 3 Category 4
Interpretation
30% of customers are got information from the source of TV and 4% are in internet and
66% are got information from the newspaper.
23
TABLE-4.9
Table Showing Preference Of Gearless Two Wheeler
Yes 5 10
No 45 90
Total 50 100
CHART 4.9
Chart Showing Preference Of Gearless Two Wheeler
Sales
1st Qtr
2nd Qtr
Interpretation
From above diagram 10% of customers are prefer the gearless two wheeler to other and
90% of customers dissatisfied to prefer gearless two wheeler to others .
24
TABLE-4.10
Table Showing Brand Preference

Platina 7 14
Pulsor 20 40
Discover 15 30
Avenger 8 16
Other 50 100
CHART 4.10
Chart Showing Brand Preference
40
30
20
10 Series 1
Category 1 Series 1
Category 2
Category 3
Category 4
Interpretation
From above diagram 14% of customers prefer platina and 40% customers are prefer pulsor
and 30% customers are preferred discover to and last 16% of customers prefer avenger to
others.
25
TABLE-4.11
Table Showing Satisfaction Level On Facilities

Satisfied 48 96
Dissatisfied 0 0
Total 50 100
CHART 4.11
Chart Showing Satisfaction Level On Facilities
120
100
80
60
Series 1
40
20
0
Interpretation
From above diagram only 4% of customers are highly satisfied in the level of facilities and last 96%
of customers are satisfied with the level of facilities
26
TABLE-4.12
Table Showing Opinion About Price Of Spare Parts

Perce
High 0 0
Medium 50 100
Low 0 0
Total 50 100
CHART 4.12
Showing Opinion About Price Of Spare Parts
100
80
60
40
Series 1
20
0
Series 1
Category 1
Category 2
Category 3
Interpretation
From above diagram 100% of customers are medium level opinion about the price level of
spare parts.
27
TABLE-4.13
Table Showing Table Showing Motives To Purchase

Exchange offer 0 0
Loan scheme 20 40
Festive sheme 30 60
Other 50 100
CHART 4.13
Chart Showing Table Showing Motives To Purchase
70
60
50
40
30 Series 1
20
10
0
Interpretation
40% of customers are motives to purchase on the basis of loan scheme and 60% are the basis
of festive scheme
28
TABLE 4. 14
Table Showing Satisfaction Level On After Sales Service

Highly 12 24
Medium 38 76
Low 0 0
Total 50 100
CHART 4.14
Chart Showing Satisfaction Level On After Sales Service
80
70
60
50
40
30 Series 1
20
10
0
Series 1
Category 1
Category 2
Category 3
Interpretation
From the above diagram 24% of customers are highly satisfied with the level on after sales
service and 76% are medium level satisfaction on after sales service.
29
TABLE-4.15
Table Showing Opinion About Location

Satisfied 35 70
Dissatisfied 0 0
Total 50 100
CHART 4.15
Chart Showing Opinion About Location
80
70
60
50
40
Series 1
30
20
10
0
Interpretation
From above diagram 30% of customers are highly satisfied with the opinion level about
location and 70% are satisfied.
30
TABLE-4.16
Table Showing Satisfaction Level On Mile

Mileage&
ge& Performance

Satisfied 37 74
Dissatisfied 0 0
Total 50 100
CHART 4.16
Chart Showing Satisfaction Level On Mile

Mileage&
ge& Performance
80
70
60
50
40 Series 1
30
20
10
0
Interpretation
From above diagram 26% of customers are highly satisfied with the level of mileage and
performance bikes and 74% are satisfied
31
TABLE-4.17
Table Showing Opinion About Price Comparing With Competitors

Satisfied 44 88
Dissatisfied 0 0
Total 50 100
CHART 4.17
Chart Showing Opinion About Price Comparing With Competitors
90
80
70
60
50
40
30
20
10
0
Category 1 Series 1
Category 2
Category 3
Interpretation
12% of customers are highly satisfied with the opinion about price comparing with
competitors and 88% is satisfied.
32
TABLE-4.18
Table Showing Satisfied With The Promotional Activities

Yes 5 10
No 45 90
Total 50 100
CHART 4.18
Chart Showing Satisfied With The Promotional Activities
Interpretation
From above diagrams 10% of customers are satisfied with promotional activities and
90% of customers dissatisfied with the promotional activities.
33
TABLE-4.19
Table Showing Reason Behind Choosing Two Wheeler

Speed 10 20
Economy 22 44
Safe 2 4
Offer 16 32
Total 50 100
CHART 4.19
Chart Showing Reason Behind Choosing Two Wheeler
50
45
40
35
30
25
Sales
20
15
10
0
1st Qtr 2nd Qtr 3rd Qtr 4th Qtr
Interpretation
From above diagram 20% of customers are choose two wheeler on the basis of their
speed and 44% are based on their economy 4% are based on safe drive and 32% are choosed
two wheeler based on the after of two wheelers.
34
CHAPTER 5
FINDINGS, SUGGESTIONS
&
CONCLUSION
35
5.1 FINDINGS
1. Among the sample, majority of the respondents buy vehicle by installment.

2. All the respondents are satisfied with the information provided.
3. Among the sample majority has opinion that price level is medium.
4. Among the sample about 46% of respondents get discounts at the time of purchase of
vehicle, 24% get offers and 30% get both at the time of purchase.
5. All the customers are satisfied with the availability of spare parts.
6. Majority of customers are satisfied on the service charges and other expenses.
7. All the customers are satisfied with the level of price on comparing with competitors.
8. Among the sample, 66% of respondents came to know about H.M Motors through
Newspapers, 30% through television and 4% came to know through Internet.
9. Majority of customers prefer only gearless two wheeler.
10. Among the sample 40% of them prefer Pulsor, 16% prefer Avenger,, 30% prefer discover
and 14% prefer Platina.
11. Majority of customers are satisfied with the level of facilities.
12. All the customers have the opinion that price of spare parts are only medium.
13. Majority of customers i.e. 60% get motivated to purchase because of loan scheme and
40% because of festive scheme.
14. Among the sample, majority has medium level of satisfaction after the sales service.
15. All the respondents are satisfied with the location of H.M.Motors.
16. All the respondents are satisfied on milege & performance of two wheelers.
17. All of the respondents are satisfied with the staff of H.M.Motors.
18. Among the sample, about 90% of respondents are not satisfied with the promotional
activities.
19. Among the sample, for 20% of respondents the reason behind selecting two wheeler is
its speed, for 44% the reason is economy, for 4% it is safe and for 32% of respondents
the reason is offers provided on.
36
5.2 SUGGESTIONS
• It will be better if the company tries to improve the customer relationship

• It is better to improve their warehouse facility.
• They should provide better resale value for Bajaj two-wheelers by
Improving the quality.
• It is needed to adopt better advertising methods.
• Organization should adopt sophisticated marketing techniques.
• Now the customers are satisfied with the advertisement of the company and it is better
to provide modern advertising method.
• It will be better if the company appoint sales executives
• It will be better provide attractive full offers to customers
• Improve the satisfaction level after sales service to customers
37
5.3 CONCLUSION
H.M Motors is an outstanding firm well known for their services and products they
sell. They are one of the leading sellers of Bajaj two – wheelers. A satisfied and efficient
work force is the strength of the firm. The firm concentrates on the welfare of the employees.
The goodwill earned by the firm through the years has been a major factor in its growth. Evan
though the firm has bright future, the management should face new challenges and utilize it
properly for the future development of the firm.The organizational study conducted in H.M
motors, Eramangalam enabled us to get hands-on—experience of the customers with H.M
Motors, to known their satisfaction regarding the products, service and the marketing
functions. The data is collected through questionnaire analysis and interpretations are done by
using pie-charts and diagrams.The major finding of the study reveals than the majority of the
customers are satisfied with H.M.Motors and Bajaj two-wheelers. Research reveals that
customers are expecting better services and facilities from H.M. motors and Bajaj .The
findings and recommendations of the study help the researchers to suggest some remedial
action to solve problems exists in the firm and help to make necessary steps to improve the
customer services .
38
BIBILIOGRAPHY
39
BIBILOGRAPHY
BOOKS
1. Kothari. C.H
Research methodology methods and Techniques.
2. Philip Kotler
Marketing Management
3. Krishnayyer Murthi
Marketing Management
WEBSITES
www.wikipedia.com
www.hmmotors.com
40
APPENDIX
41
Questionnaire:
1. Which mode of purchase of your two wheeler
a) Ready cash b) installment c) Commercial Bank loan
2. What is your satisfaction level on the information provided at the time of sales
a) Satisfied b) Highly Satisfied c) Dissatisfied
3. What your opinion about the price level of the product?
a) High b) Medium c) Low
4. Did you get offers or discount at the time of purchase?
a) Discount b) Offer c) Offer & Discount
5. What is your opinion on the availability of spare parts?
6. What is your satisfaction level on the service charges and other expenses ?
7. What your opinion level on the price comparing with competitors?
8. How did you know about H.M Motors?
a) T.v b) Internet c) Newspaper d) Others
42
9. Do you prefer gearless two wheeler from bajaj?
a) Yes b) No
10. Which of the brand provide more satisfaction?
a) Platina b) Pulsor c) Discover d) Avenger
11. What is your satisfaction level on the facilities of H.M Motors?
12. What is your opinion about price of spare parts?
a) High b) Medium c) Low
13. What motives you to purchase two wheeler?
a) Exchange offer b) Loan Scheme c) Festive scheme
14. What is your satisfaction level after sales service?
a) High b) Medium c) Dissatisfied
15. What is your opinion about location of H.M motors?
16. What is your satisfaction level on the mileage & performance of the two wheeler?
17. What is your opinion about the staff of H.M motors?
43
18. Are you satisfied with the promotional activities?
a) Yes b) No
19. What is your reason behind selecting two wheelers?
a) Speed b) Economy c) Safe d) Offer
44

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CHAPTER 1

The project is entitled “A STUDY ON THE CUSTOMER SATISFACTION OF THE

1.3 OBJECTIVE OF STUDY

To study on customer satisfaction and marketing functions of H.M. Motors

To find out factors that delight customers.

It is a systematic approach to solve research problem. A good research work requires a

Research design is an arrangement of condition for collections, analysis of data in a

The sample size of this study is 50 customers.

TOOLS USED FOR DATA COLLECTION:

SOURCES OF DATA COLEECTION:

Primary Data: It refers to firsthand information collected by researcher specific to

Convenience sampling method is adapted for this study.

TIME PERIOD OF STUDY

This study is conducted on duration of 21 days from 23.12.2017 to 12.01.2018

TOOLS FOR DATA ANALYSIS

The tools used for data analysis are

1.6 SIGNIFICANCE OF STUDY

1.7 LIMITATIONS OF THE STUDY

4. time factor is the major limitation of the study

5. the result may be varying according to individuals as well as time

2.1.1 CUSTOMER – DEFINITIONS

Two wheeler sector

Storage of Bajaj Product

• Determination of purchase budget.

Manpower is also known as work force, that is the process of by which an

Classification of Bajaj two-wheeler

Name CC Rate Kilometer

Features of H.M. Motors

Operations of H.M. Motors

DATA ANALYSIS AND INTERPRETATION

Table Showing Mode of Purchase

Attributes No. of respondents Percentage

Source : primary data

Chart showing the mode of purchase

Table Showing Satisfaction Level On Information Provided

Sources No. of respondents Percentage

Chart showing Satisfaction Level On Information Provided

Table Showing Opinion about Price Level

Attributes No .of respondents Percentages

Chart Showing Opinion about Price Level

Table Showing Offers Or Discounts

Attributes No .of respondents Percentages

Chart Showing Offers Or Discounts

Table Showing Opinion About Availability Of Spare Parts

Attributes No .of employees Percentage

Chart Showing Opinion About Availability Of Spare Parts

Table Showing Satisfaction Level on Service

Attributes No .of respondents Percentages

Chart Showing Satisfaction Level on Service

Table Showing Opinion About Price Comparing With Competitors

Attributes No .of respondents Percentages

Chart Showing Opinion About Price Comparing With Competitors

Table Showing Source Of Information About Product

Attributes No .of respondents Percentage

Chart Showing Source Of Information About Product

Table Showing Preference Of Gearless Two Wheeler

Attributes No .of respondents Percentage

Source : primary data

Chart Showing Preference Of Gearless Two Wheeler

Table Showing Brand Preference

Attributes No .of respondents Percentage

Source : primary data

Chart Showing Brand Preference