1

A STUDY ON CUSTOMER SATISFACTION TOWARDS KTM BIKES (WITH

SPECIAL REFERENCE TO COIMBATORE CITY)

Project Report submitted to the Dr. N.G.P. Arts and Science College in partial fulfillment for the
award of the degree of
B.Com (PROFESSIONAL ACCOUNTING)
by

VIVEK.D
Reg.No:181PA160

Under the guidance of

Mr. S. MURUGANANTHAM M.COM, M.Phil

ASSISTANT PROFESSOR

DEPARTMENT OF COMMERCE WITH PROFESSIONAL ACCOUNTING

Dr. N.G.P. ARTS AND SCIENCE COLLEGE

(An Autonomous Institution, Affiliated to Bharathiar University, Coimbatore) Approved by Government of
Tamil Nadu & Accredited by NAAC with ‘A’ Grade (2nd Cycle)

Dr. N.G.P.-Kalapatti Road, Coimbatore - 641 048, Tamil Nadu, India.

Website: www.drngpasc.ac.in | Email: info@drngpasc.ac.in. | Phone: +91-422-2369100

APRIL - 2021
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CERTIFICATE
CERTIFICATE

This is to certify that the Project Report entitled A STUDY ON CUSTOMER

SATISFACTION TOWARS KTM BIKES (WITH SPECIAL REFERENCE TO
COIMBATORE CITY) submitted to Dr.N.G.P. Arts and Science College in partial
fulfillment for the award of degree of Bachelor of Commerce with Professional

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Accounting is a record of original project work done by Mr.D.Vivek (Reg. No:

181PA160) during the period of her study (2020-21) in the Department of
Commerce with Professional Accounting, Dr.N.G.P. Arts and Science College,
Coimbatore48 under my supervision and guidance, and that the thesis has not formed
the basis for the award of any Degree/ Diploma/ Associate ship/ Fellowship or other
similar title to any candidate of any autonomous college.

(Mr. S. Muruganantham) (Dr. K. Vanaja) (Prof. Dr. V. Rajendran)

Guide Hod Principal

Submitted to the viva-voce examination held on 22/04/2021 at Department of

Commerce with Professional Accounting, Dr.N.G.P. Arts and Science College, Coimbatore - 48.

Internal Examiner External Examiner

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DECLARATION
DECLARATION

I, Mr. D VIVEK (Reg. No: 181PA160) hereby declare that the Project Report entitled
A STUDY ON CUSTOMER SATISFACTION TOWARDS KTM BIKES (WITH
SPECIAL REFERENCE TO COIMBATORE CITY) submitted to Dr. N.G.P. Arts
and Science College, in partial fulfillment for the award of degree of Bachelor of
Commerce with Professional Accounting is a record of original project work done
by me during the period 2020-21 under the supervision and guidance of Mr. S.
MURUGANANTHAM, M.com., M.Phil., Assistant Professor, Department of
Commerce with Professional Accounting, Dr. N.G.P. Arts and Science College,
Coimbatore-48 and that it has not formed the basis for the award of any Degree/
Diploma/ Associate ship/ Fellowship or other similar title to any candidate of any
autonomous college.

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Mr. D VIVEK

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ACKNOWLEDGMENT
ACKNOWLEDGMENT

I would like to express my profound gratitude to Dr. Nalla G. Palaniswami, MD.,

AB (USA)., Chairman, Kovai Medical Centre and Hospital (KMCH),

Coimbatore and Dr. Thavamani D. Palaniswami, MD., AB (USA), Secretary, Dr.

N.G.P. Arts and Science College, Coimbatore for their encouragement.

I wish to express my sincere thanks to Prof. Dr. V. Rajendran, M.Sc., M.Phil.,

B.Ed., M.Tech. (Nanotech)., Ph.D., D.Sc., FlnstP (UK)., FASCh., Principal, Dr.

N.G.P. Arts and Science College, Coimbatore for his encouragement and support

during the course period.

I would like to express my heartfelt thanks to Dr.K.Vanaja M.Com., MBA.,

M.Phil., Ph.D. Head of the Department, and all the Teaching and Non-teaching

Staff members, Department of Commerce with Professional Accounting, for

their inspiration for the successful completion of this work.

I wish to express my deep sense of gratitude and thanks to my guide

Mr.S.MURUGANANTHAM, M.com., M.Phil., Assistant Professor,

Department of Commerce with Professional Accounting Dr. N.G.P. Arts and

Science College, Coimbatore-48, for his excellent guidance and strong support

throughout the course of my study.

I acknowledge the DST-FIST and DBT-Star College Scheme, Dr. N.G.P.

Arts and Science College, Coimbatore for providing the opportunity to carry out

this piece of work with all facilities and support. (*Compulsory for all

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bioscience departments, however, students from other departments can

acknowledge if they would have utilized the facility or benefited from those

schemes)

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CONTENTS

CONTENTS
CHAPTER TITLE PAGE NO
I 13
INRODUCTION AND DESIGN OF THE STUDY
II 17
REVIEW OF LITERATURE
III 25
PROFILE OF THE STUDY
IV DATA ANALYSIS AND DATA INTERPRETATION 32

V 56
FINDINGS, SUGGESTIONS AND CONCLUSION
60
BIBLIOGRAPHY
64
ANNEXURE

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LIST OF TABLES
LIST OF TABLES
TABLE.NO PARTICULAR PAGE NO
4.1.1 TABLE SHOWING AGE OF RESPONDENTS 34
4.1.2 TABLE SHOWING GENDER OF RESPONDENT 35
TABLE SHOWING MARITIAL STATUS OF THE
4.1.3 RESPONDENT 36
TABLE SHOWING OCCUPATIONAL STATUS OF THE
4.1.4 RESPONDENTS 37
TABLE SHOWING TYPE OF MEDIA INFLUENZING
4.1.5 RESPONDENT 38
TABLE SHOWING THINGS THAT ATTRACT
4.1.6 RESPONDENTS IN KTM 39
TABLE SHOWING VEHICLE DELIVERY ON PROMISED
4.1.7 DATE 40
TABLE SHOWING TEST DRIVE OFFERED FOR
4.1.8 RESPONDENTS DURING SHOWROOM VISIT 41
TABLE SHOWING SATISFACTION WITH PICKUP AND
PERFORMANCE OF VEHICLE DURING SHOWROOM
4.1.9 VISIT 42
4.1.10 TABLE SHOWING TOP SPEED OF KTM VEHICLE 43
TABLE SHOWING REASON FOR PURCHASE OF KTM
4.1.11 BIKE 44
TABLE SHOWING TIME PERIOD OF VEHICLE OWNED
4.1.12 BY THE RESPONDENTS 45

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TABLE SHOWING PROBLEMS FACED BY THE

4.1.13 RESPONDENTS AT THE TIME OF SERVICE 46
TABLE SHOWING THE FACTORS INFLUENCING THE
4.1.14 RESPONDENTS 47
4.1.15 TABLE SHOWING ENGINE CAPACITY OF THE BIKES 48

TABLE SHOWING THE LEVEL OF SATISFACTION OF

4.2.1 RESPONDENTS DESIGN OF VEHICLE 50
TABLE SHOWING LEVEL OF SATISFACTION OF
4.2.2 RESPONDENTS IN RIDING COMFORTS 51
TABLE SHOWING LEVEL OF SATISFACTION OF
4.2.3 RESPONDENTS IN SERVICE CHARGES 52
TABLE SHOWING LEVEL OF SATISFACTION OF
4.2.4 RESPONDENTS IN OVERALL EXPERIENCE 53
RANK ANALYIS FACTORS IN KTM VEHICLE OF THE
4.3.1 RESPONDENTS 55

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CHAPTER I

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INTRODUCTION AND DESIGN OF THE STUDY

CHAPTER I

INTRODUCTION AND DESIGN OF THE STUDY

1.1 Introduction

Customer satisfaction is a measure of how product and services supplied by a company

meet or surpass customer expectation. It is seen as a significant performance indicator within
business and part of the four prospective of the balanced scorecard. In a competitive
marketplace where business complete for customer, customer satisfaction is seen as a key
differentiator and increasingly has become a key element of business strategy customer
satisfaction drives successful private sector business.

Satisfaction is a person’s feeling of pleasure or disappointment resulting from comparing

a products or disappointment resulting from comparing a products perceptions in relation to
his or her expectations”. As the makes it clear, satisfaction is a function of perceived
performance and expectations of the customers, the customer is dissatisfied. If the
performance exceeds expectations, the customer is highly satisfied or delighted. Many
companies are aiming for high satisfaction because customer who satisfied still fined it to,
when a better offer comes along.

Especially the youngsters prefer motorbikes rather than cars. Capturing a large share in
the two-wheeler industry, bikes and scooters cover a major segment. Bikes are considered to
be the favorite among the youth generation.

India is the second largest manufacturer and producer of two-wheelers in the world. It
stands next only to Japan and China in terms of the number of two-wheeler produced and
domestic sales respectively. This distinction was achieved due to variety of reasons like
restrictive policy followed by the Government of India towards the passenger car industry,
rising demand for personal transport, inefficiency in the public transportation system etc.,

The year 2012 was important for the Indian motorcycling industry as it was the time when
KTM, in partnership with Bajaj Auto, introduced the biking aficionados to the true thrill of
200cc motorcycles at an unbeatable price with the launch of the Duke 200. Here was a

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product that delivered performance that the 200cc segment of motorcycles had never seen at a
ridiculously affordable price tag.

1.2 STATEMENT OF THE PROBLEM

The reason for customer satisfaction towards KTM bike was evaluated by getting
feedback from the customers and findings. Customer satisfaction provides an indication of
how successful the organization is providing products and services to the marketplace. The
study would help the company to improve the sales and services of KTM bikes.

1.3 OBJECTIVES OF THE STUDY

1.To know the factors influencing the customer decisions to purchase KTM bikes

2.To study the satisfaction level of consumers on KTM bikes.

3.To know about the company’s service after sales and service.

4.To analyze economic and demographic performance of the KTM bikes.

1.4 RESEARCHMETHODOLGY
1.4.1 Meaning

It is the specific procedures or techniques used to identify, select, process and analyze
information about the topic.

1.4.2 RESERCH DESIGN

Area of the Study Coimbatore City
Sample Design Convenient Sampling Method
Sample Size 120

1.4.3 STATISTICAL TOOLS

1. Percentage analysis,

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2. Ranking analysis,

3. Likert analysis

1.5 LIMITATION OF STUDY

Through every care was taken end all inverting factor considered still, the following
limitations were inevitable.

➢ This is mainly based on the customer satisfaction, but the customer satisfaction will
always be changing in nature.

➢ The study was conformed to two-wheeler consumers in Coimbatore only.

1.6 CHAPTER SCHEME

The project is classified into five chapters, the following are the chapters of
the study.

1.6.1 CHAPTER I This Chapter consists of introduction, customer satisfaction on

KTM motors, Statement of the problem, objective of the study,
Scope of the study, Research methodology, Limitations.

1.6.2 CHAPTER II This chapter consists of Literature review related to the study
was collected from various journals and Articles is been started
under this chapter.

1.6.3 CHAPTER III This chapter consists of History and profile of KTM motors.

1.6.4 CHAPTER IV This Chapter Consists of Data Analysis and Data Interpretation.

1.6.5 CHAPTER V This chapter consists of Data findings, suggestions and

conclusion of the Study.

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CHAPTER II
REVIEW OF LITERATURE

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REVIEW OF LITERATURE
Review of literature is designed to provide an overview of sources you have explored

while researching a particular topic and to demonstrate the readers.

Sharmila Devui M, Ankitbose, Gopinathan, ninushaarm, Bharathvajan (2019)1 To find
out there problems faced by respondents in using two wheelers. This study is an imperial
study combining the use to both primary and secondary data. Data have been collected from
120 respondence of the study area. For selecting respondence, convenience sampling
technique was used. Point scaling technique was used to analysis the customer satisfaction
towards Hero. The study shows that most of the respondents have opinion about the price
level is low.

Prabhakar & Arati Biradar (2019)2, The advantage of this study is to settle on vital choice
regarding which are attributes and factors. To recognize opinion on price of Bajaj
Motorcycle. Total sample size of this study is 50 from different locations. The maximum
number of respondents are very like to pulsar Bike. Auto started ought to be incorporated into
the active model. This study can conclude that it has wide scope in market place bright future
for its sales.

G. Ramya & KVR. Rajendran (2018)3 , To identify the customer satisfaction of Honda two
wheelers. The research is a descriptive study based on survey method. Both primary and
secondary data have been used in this study. The primary data was collected from 50
respondents. Data are collected from various publication of journals, newspaper, websites.
Maximum number of people felt that brand ambassadors will affects at the time of purchasing
the products. The performance and design are nice when compared to other models.

1 Sharmila devui M, Ankitbose, Gopinathan k, Ninu shaarm, R. Bharthvajan (2019);” A summer

training report on customer satisfaction towards hero”; International journal of engineering and
advanced technology; volume 8; PP.NO.617-620

2 Prabhakar & Arati Biradar (2019), Customer satisfaction towards Bajaj Two-wheeler bikes at
sindol Bajaj, Bider”; IRE journals; volume-3; issue-1; PP.NO.56-58.

3 MS.G. Ramya, Dr. KVR Rajendran (2018),” A study on customer satisfaction towards Honda
two-wheeler”; International journal of world research; volume-1; issue-1; PP.NO.45-50

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Akbar ali & Datrika Madhushan Rao (2018)4, To study the impact of select independent
various on customer satisfaction. In this study, Hero, Bajaj, Honda and TVS brand vehicles
were selected for study and 600 two-wheeler consumer samples collected. Condition Index
was <30 variance proportion was technology develop.

Balakrishna Swarna & Krishna Banana (2018)5, It is only one of the objectives that is
taken into account for the present study to reveal the influence of consumer buying behaviour
factors on satisfaction level of consumer in selected brand of two wheelers. Data were
collected from both primary data as well as secondary data. Data were collected through a
well-framed and structured questionnaire. The sample size consisting of 50 respondence.
With regards to brand owned by the respondents and the overall satisfaction of respondence
of Bajaj bike users had been satisfied with mean score.

Swadin kumar mohanthy & P. Rajitha (2018)6, To understand the customer satisfaction
level towards the features and the services offered by Bajaj auto ltd. Data is the collection of
information and facts which is collected from the customer of Bajaj auto ltd through
questionnaires, conducting interviews, collection of views. Sample size:100. The service
quality should be improved. The overall performance of the service in workshop is
satisfactory to many of the customers.

4 Prof. Akbar Ali Kahan, Datrika Venkata Madhusudan Rao (2018)”; Two-wheeler consumer
consumer behaviour towards customer satisfaction”; International journal of research; volume-6;
issue -2; PP.NO.13-31.

5 Balakrishna Swarna, Dr. krishna Banana (2018);” A study on customer satisfaction level of
twowheeler user in prakasham(dt), Andhra Pradesh”; International journal for research engineer
application & Management; volume-4; issue-8; PP.NO.535-544.

6 Swadin kumar mohanthy & P. Rajitha (2018); “A study on consumer satisfaction At Bajaj auto
ltd”, International journal of engineering technology science and research; volume-5; issue-3;
PP.NO.1539-1547

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S. Chitra & J. Maheshwari (2018)7, to know the customer satisfaction level towards TVS
bikes. Tools used in this study is percentage analysis, Liker scale method and Garret Ranking
method. Sample size is taken as 80. Out of 80 respondents selected from the study, 56
respondents were male, only 22 respondents have educational qualification. The study tries to
reveal the factors responsible for preferring a particular brand. Some of the respondents felt
that the price of TVS motors is high.”

Gayathri chopra (2018)7, To compare the preferences of the customers while buying maruthi
Suzuki and Hyundai over five dimensions namely color, design, price., The sample size was
taken as 150 the data for analyses is collected through independent T test. The stringent
competition in the automobile industry cannot be ignored. More the number of players.
greater is competition.

K. Venkatachalam and M. surumbarkuzhali (2018)8, The main objective of this study is to

identify whether the product met the customers expectation. 500 members were surveyed
through non-randomly sampling method by using convenience sampling method. The
education level of the customers is very high 29% belong to postgraduate. Low priced cars to
be introduced in the market. No doubt that it is due to the satisfaction of customers.

Sulthan Mohideen, M. Mohamed ishaq, M. Syed Meera Lebbai & Mohamed Ilyas
(2017)9, To identify the factor that influence to purchase of Honda bikes. In the study the

7
S. Chitra & j. Maheshwari (2018),;” Customer satisfaction towards TVS Bharath Motors in
Aundipatti”;International research journal of management, IT & social science; volume-5;
issue5;PP.NO.91-95.
7 Gayathri chopra (2018),” consumer preference towards maruthi Suzuki and Hyundai motors; A
comparative study of the automobile sector”; International journal of management studies;
volume3; issue-6; PP.NO.84-90.

8 K. Venkatachalam and M. Surubarkuzhali (2018);” A Study on consumer’s perception towards

Hyundai cars with special reference to Tirupur city”; International research research journal of
management science & technology; volume-9; Issue-10; PP.NO.21-28.

9 A sulthan Mohideen, M. Mohamad ishaq, M. Syed Meera Lebbai & Mohamed Iliyas (2017);” A
study on customer satisfaction of Honda Bikes with reference to chinnamanur town, Theni
district”; International journal of advanced research; volume-5; issue-1; PP.NO.1226-1232.

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researcher has used the descriptive method of research. The data is collected through
interaction with personal on HR perspective the researcher has constructed Questionnaire.
The size of sample was finalized to 110. There is no significant association between the area
of residency and attraction of media.

Hema Lata, Amandeep Singh (2017)10, To find out various services provided by the dealers.
Descriptive study design was used to fulfil the objective. Sample size is considered as 100
respondents. Maruthi800 is considered as the best car, it was having very reliable spare part
also there were not any big problem in Maruthi800. Most problems faced by the customers is
to drive on the bumpy roads”.

Sanjupa giri & kumar Thapa (2016)11, To identify the customer satisfaction of two
wheelers after sales and service. Kano Model analysis and the customer satisfaction in term
of major and supporting after sales service. The research found that there is no relationship
between occupation and customer satisfaction. They agreed that there is no relationship
between occupation and customer satisfaction. They agreed that the customer satisfaction
could only obtained with help of effective after sales and service.

G. Purushothaman &K. Krishnamurthy (2016)12, Customer satisfaction survey is the

process to monitor the satisfaction quotient of their people. The data were collected through a
questionnaire. To know the customer views and opinion about Bajaj BIKES SAMPLE “90
CUSTOMERS” were selected from this study. Half of the customer say that Bajaj is easy to
handle.”

10 Hema lata, Amandeep singh (2017);” Customer satisfaction towards maruthi Suzuki cars; A
case study of solan city,”; Imperial journal of interdisciplinary research; volume-2; issue-1;
PP.NO.56-58.

11 Sanjupa giri, Kumar Thapa (2016),” A study of customer satisfaction on after sales services of
two-wheeler in Kathmandu valley”; journal of business and social research; volume-1; issue-1;
PP.NO.1-21.

12 G. Purushothaman, k. Krishnamurthy (2016);” A study on to analysis the customer satisfaction

towards Bajaj bike with special reference to Kanchipuram District”; journal of sales and
marketing management; volume-3; issue-1; PP.NO.1-12.

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Basavaraj.H. Huggie (2016)14, To study the factors influencing the customers to purchase
the TVS Two wheelers. The research has studied only TVS Two wheelers. Other Twowheeler
companies have been excluded in the study; it is clear from the study that 21% of people are
aware about TVS Two through TV ad.”

V. suganthi & R. Renuka, M. Phil (2016)13, To Analyse the level of satisfaction of

customers for maruthi Suzuki swift cars. The study is based on the primary data collected
from 200 respondents, who have purchased the cars. Findings of the study are 78% of the
respondents preferred brand by the majority of the consumers.

Priyanka Jain (2015)14, This study was carried out to find the customer satisfaction level
towards Yamaha two-wheelers vehicles and raise the maximum level. Data has collected by
the online survey by sending the questionnaires through mails. Got 100 responses.
questionnaires is being prepared and corrected the mistakes from it From this survey it is
found that the satisfaction level of consumer is various categories like different age, gender
income and factor influencing them to buy Yamaha and satisfaction on various factors.

G. Mahalakshmi (2014)15 , To find out the customer satisfaction level in TVS XL and
analysis the factors influencing the usage of TVS XL. This study is based on the primary
data. The primary data have been collected from questionnaire method. The primary data was

13 v.suganthi & R. Renuka, M. Phil (2016);” A study on customer satisfaction towards maruthi
Suzuki swift cars in udumalpet taluk”; International journal of multidisciplinary research and
development; volume-3; issue-2; PP.NO.298-302.

14 Priyanka Jain (2015),” A study of customer satisfaction of two-wheeler on Yamaha”; IOSR

journal of business and management; volume-17; issue-8; PP.NO-08-19

15 G. Mahalakshmi (2014)” customer satisfaction on two wheelers a special reference with TVS
XL in Theni District”; International Research journal of management and commerce; volume-1; issue
8; PPNO 29-41.

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14
Basavaraj. Huggi (2016),” Recent trend in customer satisfaction towards TVS motorcycle with
special reference to Renebennur city”; Imperial journal of interdisciplinary research; volume-2;
issue-2; PP.NO.49-55
collected from 240 respondents. Out of 240 respondence, 70 respondence is features attracted
in riding comfort and 18 respondents are other features attracted.

Debasis Tripathy & Ronald Mani (2014)16, To study the satisfaction level of consumers,
who use Bikes. The data collected through questionnaire from city of Allahabad. Data has
collected through various publications of books. A total of 600 existing customers were
randomly selected from the city of Allahabad. Bajaj, Hero and Honda bike owners are more
satisfied than Yamaha & TVS.

M. Akhila, Ali Ashar T Thayyullathil (2014)17, To study about the services provides by
the Maruthi Suzuki showroom in Coimbatore is the objective of this study. Sample size taken
for the study is 150 respondents. Tools used for this analysis and chi-square test. More
attractive ads have to provide through various advertisement media is given as suggestion
from this study. The study concluded with Maruthi Suzuki are the best and fast-moving
brands.

M.S. Ranjith kumar and T. Snekalatha (2013)18, To offer suggestion to improve the sales
of maruthi cars in the study area, the study is exploratory in nature and based on primary and
secondary data. 200 cutomers are were randomly selected for this study. The tools used for
the analysis are simple percentage analysis and mean deviation are applied. Majority of the

16 Debasis Tripathy, Dr. Ronald Mani (2014);” A study on consumer satisfaction of two-wheeler
Bikes”; International journal of engineering and management research; volume-4; issue-4; PP.NO303-
306.

17 M. Akhila, Ali Ashar T Thayyullathill (2014),” A Study on customer satisfaction towards

Maruthi Suzuki in Coimbatore; International journal of management and commerce innovation;
volume-2; Issue-2; PP.NO.583-587.

18 M.S. Ranjithkumar and T Snekalatha (2013),;” A study on customers brand loyalty and
satisfaction of maruthi car at erode district”; Indian journal of research ; volume-2; issue-
10;PP.NO.17-19.

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respondents are government and private service. The study concluded that nowadays using
four wheelers become essential in business life.

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CHAPTER III

ORGANIZATION PROFILE

CHAPTER III

ORGANIZATION PROFILE

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In 1934, an Austrian engineer Johann (Hans) Trunkenpolz set up a fitter'sand car repair shop
in Mattighofen. In 1937, he started selling DKW motorcycles, and Open cars the following
year. His shop was known as Kraftfahrzeug Trunkenpolz Mattighofen, but the name was
unregistered. During the Second World War, his wife took care of the business which was
thriving mainly on account of diesel engine repairs. After the war, demand for repair works
fell sharply and Trunkenpolz started thinking about producing his own motorcycles. The
prototype of his first motorcycle, the R100, was built in 1951. The components of the
motorcycle Were produced in house, except for the Rotax engines which were made by
Fichtel & Sachs. Serial production of the R100 started in 1953. With just 20 employees,
motorcycles were built at the rate of three per day.

HISTORY OF KTM
In 1953, businessman Ernst Kronreif became a sizable shareholder of the company which
was renamed and registered as Kronreif & Trunkenpolz Mattighofen. In 1954, the R125
Tourist was introduced, followed by the Grand Tourist and the scooter Mirabell in 1955.
The company secured its first racing title in the 1954 Austrian 125cc national
championship. In 1956, KTM made its appearance at the International Six Days Trials where
Egon Dornauer won a gold medal on a KTM machine.
As the company continued to expand, the workforce totalled 400 in 1971. And forty years
after it was founded, KTM was offering 42 different models. Besides, KTM was able to
produce motorcycles for the racing industry. During the 1970s and 80s, KTM also started to
develop and produce motors and radiators.

However, scooter and moped turnover sank rapidly, and production had to be halted in 1988.

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In 1992, the company was split into four new entities: KTM Sportmotorcycle GmbH
(motorcycles division), KTM Fahrrad GmbH (bicycles division), KTM Kühler GmbH
(radiators division) and KTM Werkzeugbau GmbH (tooling division).

Industries owner Stefan Pierre. In 1994, KTM started production of the Duke series of road
motorcycles, in 1996, KTM motocross machines were first decked out in KTM's signature
orange colour, and 1997 saw the two-cylinder Super of liquid-cooled Adventure motorcycles.
In 2007, the company debuted the KTM X

In 1995, KTM Motorradholding GmbH acquired Swedish motorcycle maker Husaberg AB

and took control of the Dutch company White Power Suspension.
In 2007, Indian motorcycle manufacturer Bajaj Auto bought a 14.5% stake in KTM Power
Sports AG.By 2013, Bajaj Auto held a 47.97% interest in the company.
In 2013, KTM acquired the formerly Swedish motorcycle maker Husqvarna Motorcycles
from its prior owner BMW Motorrad AG. The same year. KTM re-integrated the brand
Husaberg into Husqvarna Motorcycles from which it had spun off in the 1990s when
Husqvarna was sold to the Italian company Cagiva.
As the final result of the restructuring process, KTM Motorradholding GmbH had become
KTM AG in 2012. In 2015. KTM generated a turnover of over 1 billion Euro and employed
2515 people by the end of that year. Of the four separate companies left after the 1992 split,
three were now again part of KTM Sportmotorcycle GmbH, KTM Werkzeugbau the Group:
KTM GmbH and KTM Kühler GmbH (today WP Radiators).

OWNERSHIP
KTM AG is presently owned by pierer Mobility. AG (57%) and Bajaj Auto Limited
International Holdings B.V (47.99%). Pierer Mobility AG is majorityowned by pierer
Industrie AG (60.87%).

Subsidiary companies of KTM

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As of 2017, KTM AG has the following subsidiaries:

• KTM-Racing AG (Switzerland, 100%)

• KTM-Sportmotorcycle India Private Ltd. (India, 100%)
• KTM Sportmotorcycle GmbH (100%, distribution of motorcycles and parts)
• Husqvarna Motorcycles GmbH (100%, distribution of motorcycles and Parts.

Joint ventures

KTM started exporting their GS model to USA in 1968 through an American importer,
John Penton under the Penton brand. This joint venture lasted until KTM established KTM
America Inc. in Ohio in 1978.

In KTM-Sportmotorcycle a more 2005, began partnership with ATV manufacturer Polaris

Industries with the goal of shared research, and importantly shared distribution networks.
This partnership was a two-year trial arrangement, at the end of which both parties had the
option of merging the two companies into one.

In January 2008, Bajaj announced that it would jointly develop two new 125cc and 200cc
bikes for Europe and the Far East. The bikes would be badged KTM. In January 2012, Bajaj
launched the Duke 200 model in India.

KTM entered motorsports competing in motocross racing. KTM won its first championship in
1974 when Guennady Moisseev claimed the 250cc Motocross world championship. By the
end of 2016, KTM had won more than 260 world championship titles, making the company
one of the most successful brands in motorsports. KTM has claimed 96 MXGP, MX1 and
MX2 world titles since 1974 and 114 E1, E2, E3 and Super Enduro world titles since 1990.
With
Ryan Dungey’s 2015, 2016 and 2017 victories in the supercross world championship, KTM
gained a successful presence in supercross racing as well. In 1994, a KTM factory team
debuted at the Dakar Rally. In 1998, KTM riders won second to twelfth place. With
consecutive wins from 2001 to 2019, the manufacturer has dominated the rally for 18 years
now. KTM teams successfully compete in other rally raid events like the Atlas Rally or the
Rallye du Maroc.

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KTM has won 37 cross country rallies world titles since 2003 and has won the FIM
CrossCountry Rallies World Championship 15 times, most recently in 2015.

In 2003, KTM started sponsoring and supporting road racing in various capacities, with the
most successful results stemming from their supermoto efforts. From 2003 to 2009, a KTM
factory team competed in the 125 cc class of the motorcycle Grands prix, and between 2005
and 2008 in the 250 cc class. Notable successes in the 125 cc class were the second and third
place in the overall ranking scored in 2005 by KTM riders Mika kallio and Gabor Talmacsi,
the second place in 2006 by Mika Kallio, the third place in 2007 by Tomoyoshi Koyama and
the 2005 KTM victory in the 125 cc constructor's championship. In the 250 cc class, Mika
Kallio won third place in 2008. Since the first Rookies Cup season in 2007, KTM has
supplied the bike for the Red Bull MotoGP Rookies Cup. In 2009, KTM announced their
withdrawal from Grand Prix motorcycle racing in all classes, and did not return until 2012 in
the new Moto3 class.

In 2012, KTM won the Moto3 manufacturer’s championship. During the next season, KTM
riders prevailed in every race of the Moto3 class and won the world title as well as second
and third place, making KTM the obvious victor of the manufacturers' standing. KTM won
the manufacturer title in the 2014 and 2016 as well as the world title in 2016 in the Moto3
class. Starting in 2017, KTM fields bikes in both MotoGP and Moto2 classes as well. The
main class team features Bradley Smith andPol Espargaro as full-season riders, and Mika
Kallio as wildcard rider. The Moto2KTM Ajo team features Miguel Olivera and Brad Binder.
Steadfastly independent and confident of their company's abilities, KTM chose to use a steel
trellis frame where all other manufacturers used aluminum. In addition, KTM insisted on
developing their own racing suspension through their WP subsidiary (all other manufacturers
used Ohlins). KTM demonstrated their prowess in doing things their own way by winning
their first Moto GP premier class race on August 9th, 2020 with rookie Brad Binder crossing
the finish line in first place.

From 2009 to 2011, KTM teams competed in the IDM, the Superbike International German
Championships. There were speculations about a possible KTM foray into the superbike
world championship. Due to the company's focus shifting away from the RC8 and generally
superbike design, these plans are off the table for the foreseeable future.

KTM's official company/team colours are orange, black and silver. To create a strong brand
identity, all competition-ready KTMs come from the factory with bright orange plastic with

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"KTM" emblazoned on the side of the radiator shrouds. All KTM bikes also come from the
factory with a Motorex sticker on the outside of the motor. All first fills of oil come from
Motorex as well. Some official KTM teams use different colors for their bikes, most
noticeably in the Dakar Rally.

Products

Off-road motorcycles
KTM manufactures a wide range of off-road motorcycles. Not all of their models are
available in every country. The following section lists bikes that are sold in the US.

Motocross – The current Motocross line designated by SX includes 50, 65, 85, 105, 125, 150
and 250 cc single-cylinder two-stroke models (the 50 SX, 65 SX and 85 SX models are kids'
and youth bikes), and 250, 350 and 450 cc single-cylinder four-stroke models (SX-F). In 2005
KTM released the new 250SX-F to the general public. Since 2007, the SX-F's have been
KTM's new racing motocross range. Current versions of the KTM SX-F line have a dual
overhead camshaft engine dubbed the “RC4”.

Cross-Country – The current cross-country line designated by XC includes 150, 250 and 300
cc two-stroke models and 250, 350 and 450 cc four-stroke models. The two-stroke XC
machines except the 150 cc model are available with either wide-ratio or close-ratio
Transmission (when switching gears, there is a more or less pronounced rpm change). The
four-stroke models are fitted with a semi-closed gearbox. Most models are equipped with an
electric starter.

The very lightweight XC bikes are competition bikes only; they do not meet homologation
regulations.

Enduro – The street-legal EXC enduro versions of KTM's XC cross-country bikes are
supplied with plusher non-linkage suspensions, a wider-ratio gear box and lights.

The current line available in the US consists of 250, 350, 450 and 500 (actually 510 cc)
fourstroke EXC models and the 690 cc Enduro R dual-sport motorcycle.

Free Ride – A KTM original class of off-road motorcycle that could be described as a cross between
Enduro and trials bikes. The Freeride 250R is powered by a lighter, modified version of the 250 EXC
Enduro engine and has a specially developed six-speed gearbox with close transmission ratios in the
lower gears and a wide ratio for the sixth gear. A four-stroke 350 cc free ride model with similar

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characteristics, and the all-electric single-speed models Freeride E-SX, Freeride E-XC as well as their

street version Freeride E-SM are available in Europe.

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CHAPTER IV
DATA ANALYSIS & INTERPRETATION
CHAPTER IV

DATA ANALYSIS & INTERPRETATION

The collected data were grouped, edited, tabulated in a master table and analysed using the
following statistical tools. 4.1 Percentage Analysis
4.2 Ranking Analysis
4.3 Likert Scale Analysis

4.1 PERCENTAGE ANALYSIS:

Simple percentage analysis is carried out for most of all questions gives in questionnaire.

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This analysis describes the classification of respondents falling in each category. The
percentage analysis is used mainly for standardization and comparisons are in support
with the analysis.

FORMULA:
Percentage Analysis = No. of Respondents * 100
Total No. of Respondents

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Table 4.1.1 Table showing

Age Group of Respondents

Age No. Of. Respondents Percentage%

Below 20 years 32 27
20 -30 years 45 38
31 – 40 years 28 23
Above 40 years 15 12
Total 120 100

Source: Primary Data

Interpretation:

From the above table it is found that 27 % of the respondents belongs to the age group
below 20 years, followed by 38 % are in the group between 20 years - 30 years, 23 %
represent the age group between 3lYears-40 years. 12 % is represented by the age group
above 40 years.

➢ Majority of the customers (38 %) are in the age group of 20-30 years.

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Table 4.1.2 Table showing

Gender of the Respondents

Gender No of Respondents Percentage

Male 70 58
Female 50 42
Total 120 100

Source: Primary Data

Interpretation:

From the above table. the gender wise segmentation, it is observed that the total
numbers of respondents are divided into two major groups. Out of the total respondents, 42%
belongs to female category and rest of the respondents 18°. belong to male category

➢ Majority of the respondents (58%) belongs to male.

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Table 4.1.3 Table showing

Marital status of the Respondents

Marital status No of Respondents Percentage %

Married 41 34
Unmarried 79 66
Total 120 100

Source: Primary Data

Interpretation:

The above table shows that 66% of the respondents are unmarried and 34 % of the
respondents are married.

➢ The majority 66 % of the respondents are unmarried.

Table 4.1.4 Table showing

Occupational status of the Respondents
Occupation No of Respondents Percentage %

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Government employee 24 20
Private employee 46 38
Student 43 36
Other 7 6
Total 120 100

Source: Primary Data

Interpretation:

Table shows that, out of the total 20%. of the respondents belongs to Government
employee category. 38% of them belongs to Private employee category, 36% of respondents
are belongs to Student category and 6 of respondents belongs to Other category.

➢ Majority of respondents (38%) of respondents are under Private employee category.

Table 4.1.5 Table showing the type

of media influencing the respondents

Media No of Respondents Percentage %

TV advertisement 24 20
Newspaper 46 38
Friends 43 36

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Ratio 7 6
Total 120 100

Source: Primary Data

Interpretation:
The above table shows that 22% of the respondents get information by TV advertisement.
32% of the respondents get information by Newspaper, 36% of the respondents get
information from their friends and 10% of the respondents get information by Radio.

➢ Majority of the respondents 36% get information from their friends.

Table 4.1.6 Table

showing Things that attract respondents in KTM
Factors No of Respondents Percentage %
Style 28 24
Riding comfort 34 28
Mileage 41 34
Pickup & performance 15 14
Total 120 100

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Source: Primary Data

Interpretation:
From the above table out of total respondents 24% of the respondents get attracted by the
style. 28% of the respondents get attracted by the Riding comfort, 34% of the respondents get
attracted by the Mileage and rex 14% of the respondents get attracted by the pic up &
performance.

➢ Majority of the respondents (64%) get attracted by the mileage of KTM

motorcycle.

Table 4.1.7 Table showing

vehicle delivery on promised time
Vehicle delivery No of respondents Percentage %
Yes 63 52
No 57 48
Total 120 100

Source: Primary Data

Interpretation:
The table shows that 32% of the respondents have get delivery on time and the rest 48
of respondents have not get delivery on time

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➢ Majority of the respondents (52%) get delivery of vehicle on promised time.

Table 4.1.8

Table showing test drive offered for respondents during showroom visit

Test drive No of respondents Percentage %

Yes 58 48
No 62 52
Total 120 100

Source: Primary Data

Interpretation:
From the above table. 48% of the respondents get test drive during showroom visit and
the rest of 5% respondents didn't get test drive during showroom visit.

➢ Majority of the respondents (52%) did not get a test drive on showroom visit.

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Table 4.1.9

Table showing satisfaction with pickup and performance of vehicle during

showroom visit

Satisfaction of respondents No of respondents Percentage %

Yes 63 52
No 57 48
Total 120 100

Source: Primary Data

Interpretation:

From the above table 52 % of the respondents get satisfied with pickup and performance,
42% of respondent didn't get satisfied with pickup and performance during showroom visit.

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➢ The majority of the respondents (52%) get satisfied with pickup & performance
during shroom visit.

Table 4.1.10 Table showing the

top speed of KTM vehicle

Speed No of respondents Percentage %

100 18 15
120 44 37
140 42 35
Above 140 16 13
Total 120 100

Source: Primary Data

Interpretation:
The above table shows that, 15% of the respondents have noticed top speed of 100 while
riding. 37% of respondents have noticed top speed of 120 while riding, 35% of the
respondents have noticed top speed of 140 while riding, 13% of the respondents have noticed
top speed above 140 while riding.

➢ Majority of the respondents (37%) notice top speed as 120 while riding.

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Table 4.1.11 Table showing Reason

for purchase of KTM vehicle

Reason No of Respondents Percentage %

Mileage 19 16
Low maintenance 32 27
Speed 44 37
Price 16 13
Brand 9 7
Total 120 100

Source: Primary Data

Interpretation:
The above table shows 16% of the respondents buy KTM vehicle for Mileage. 27% of
the respondents buy KTM vehicle for its Low maintenance, 37% of the respondents get KTM
vehicle for it's speed, 13% of the respondents get it for its price and 7% of the respondents get
it for its price and 7% of the respondents buy KTM vehicle for brand name

➢ Majority of the respondents 37% buy KTM for speed.

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Table 4.1.12 Table showing time period

of vehicle owned by the Respondents

Time No of respondents Percentage %

Below 1 year 20 17
1 – 2 years 37 31
2 – 3 years 39 32
Above 3 years 24 20
TOTAL 120 100

Source: primary data

Interpretation:
The above table shows that 17% of the respondents owned the vehicle below lye. 31% of
the respondents owned the vehicle in 1-2 years, 32% of the respondents owned the vehicle in
2-3 years and the rest of 20% respondents owned in above 3 years.

➢ The majority (32%) of the respondents owned KTM vehicle in 2-3 years.

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Table 4.1.13 Table showing problems faced by

the respondents at the time of service

Factors No of Respondents Percentage

High price on spare parts 22 18
Non availability of spares 43 36
Delay in service 36 30
Low quality spares 19 16
Total 120 100

Source:Primarydata

Interpretation:
From the above table 18% of the respondents are facing a problem of high price on spare
parts. 36% of the respondents are facing the problem of non-availability of spares 30% of the
respondents are facing the problem of delay in service and 16% of the respondents are facing
the problem in low quality of spares at the time of service.

➢ Majority (36%) of the respondent's face problem of non-availability of spares at the

time of service.

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Table 4.1.14 Table showing

factors influencing respondents
Factors No of Respondents Percentage %
Mileage 24 20
Power 38 32
Price 35 29
Look 23 19
Total 120 100

source:Primarydata

Interpretation:
The above table shows that, 20% of the respondents get influenced Mileage, 32% of the
respondents get influenced by power, 29% of the respondents get influenced by Price and rest
of 19% respondents get influenced by the look of KTM vehicle.

➢ Majority (32%) of the respondents get influenced by the Power of KTM vehicle.

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Table 4.1.15 Table showing the Engine

capacity of their bike

Capacity No of Respondents Percentage %

125cc 14 12
200cc 32 27
250cc 54 45
390cc 20 16
Total 120 100

Source:PrimaryData

Interpretation:
From the table reveals that 12% of the respondents have 125cc engine, 27% respondents
have 200cc engine, 45% of the respondents have 250cc engine and rest of 16% respondents
have 390cc engine in their bikes.

➢ Majority (45%) of the respondents have 250cc engine KTM vehicle.

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LIKERT SCALE ANALYSIS

A Likert scale is a method of measuring attitudes, ordinal scale of responses to a or
statement, ordered in hierarchical sequence from strongly negative to strongly question
positive. Used mainly in behavioural science and psychiatry. In Likert's scale method, a
person's attitude is measured by combining (adding or averaging) their responses across all
items. 5 = Strongly Agree
4 = Agree
3 = Neutral
2 = Disagree
1 = Strongly Disagree

Formula:
Likert scale = {(f x)/Total number respondents f
= Number of respondents
X = Likert scale value
Σ (f x) = Total score

Mid value:
Mid-value indicates the middle most value of the Likert scale.

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Table 4.2.1 Table showing level of

satisfaction of respondents in design of vehicle

Factors No of Respondents Likert Total score

Highly satisfied 42 5 210
Satisfied 45 4 180
Neutral 29 3 87
Dissatisfied 1 2 2
Highly satisfied 3 1 3
Total 120 15 482

Source: Primary Data

Formula:
Likert scale = Σ (f x) / Total number respondents
482/120
4.00

Interpretation:
Likert scale value is 4.00, its greater than the mid value (3). Hence the majority of the
respondents are satisfied in KTM vehicle design.

Table 4.2.2 Table showing level of

satisfaction of respondents in riding comfort

Factors No of Respondents Likert Total score (F/x)

Highly satisfied 12 5 63
Satisfied 52 4 208
Neutral 21 3 63
Dissatisfied 19 2 38
Highly satisfied 15 1 15
Total 120 15 389

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Source: Primary Data

Formula:
Likert scale = Σ (f x) / Total number respondents
=389/120
=3.25 Interpretation:
Likert scale value is 3.25. Hence the majority of the respondents are moderate in riding
comfort of KTM vehicle.

Table 4.2.3 Table showing level of

satisfaction of respondents in service charge

Factors No of respondents Likert scale Total score

Highly satisfied 10 5 50
Satisfied 31 4 124
Neutral 52 3 156
Dissatisfied 16 2 32
Highly satisfied 11 1 11
Total 120 15 373

Source: Primary Data

Formula:
Likert scale = Σ (f x)/Total number respondents
=373/120
=3.10

Interpretation:

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Likert scale value is 3.10. Hence the majority of the respondents are moderate in
service charges of KTM vehicle.

Table 4.2.4 Table showing level of

satisfaction of respondents in overall experience

Factors No of Respondents Likert scale Total score

Highly satisfied 10 5 50
Satisfied 53 4 212
Neutral 37 3 111
Dissatisfied 17 2 34
Highly dissatisfied 3 1 3
Total 120 15 410

Source: Primary Data Formula:

Likert scale = Σ (f x) / Total number respondents

= 410 /120
=3.42 Interpretation:
Likert scale value is 3.42 is greater than mid value (3). The majority of the
respondents are satisfied in overall experience of KTM vehicle.

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4.3 Rank analysis

The Karl person's method is based on the assumption the population being studied is
normal or when the shape of the distraction is not known, there is need for a measure of
correlation that is need for that involves no assumptions above the parameter of population.

It is to avoid making any assumptions above the population being studied by ranking the
observation according to size and basing the calculation on the ranks rather than upon the
originate observations. It does not matter in which way the items are ranked. Items number
one may be the largest or it may be smallest using rather than actual observation gives the
coefficient rank correlation.

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Table 4.3.1

Table showing ranking factor in KTM vehicles of respondents

Factors R1 R2 R3 R4 R5 Total Final rank
Breaking 28(5) 42(4) 18(3) 16(2) 16(1) 410 II
Engine performance 26(5) 23(4) 20(3) 31(2) 20(1) 262 III
Initial pickup 36(5) 14(4) 26(3) 21(2) 23(1) 479 I
Handling comfort 14(5) 18(4) 23(3) 35(2) 30(1) 311 V
Mileage 16(5) 24(4) 32 (3) 17(2) 31(1) 337 IV

Interpretation

In KTM vehicle, the respondents have ranked initial pickup as first (1), breaking
power is ranked as second (2), Engine performance is ranked as third (3), Mileage is ranked
as fourth (4) factor and finally handling comfort is ranked as fifth (5) by the respondents.

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CHAPTER V

FINDINGS, SUGGESTIONS AND CONCLUSION

CHAPTER-V FINDINGS, SUGGESTIONS AND
CONCLUSION 5.1 FINDINGS SIMPLE PERCENTAGE ANALYSIS

➢ 38% of the respondents come under the age group of 20-30 years

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➢ 58% of the respondents are Male

➢ 66% of respondents are unmarried
➢ 38% of the respondents are Private employees
➢ 36% of the respondents get information from their friends
➢ 34% of the respondents get attracted by the Mileage of KTM vehicle
➢ 52% of the respondents get delivery o55f bike on promised time
➢ 52% of the respondents get KTM motorcycle for test drive on their Showroom visit
➢ 52% of the respondents get satisfied with pickup & performance during shroom visit.
➢ 37% of the respondents noticed a top speed of 120 while riding
➢ 37% of respondents get KTM vehicle for its Speed
➢ 32% of the respondents Purchased KTM vehicle in 2-3 years
➢ 36% of respondents face the problem of non-availability of spares at the time of
➢ service
➢ 32% of the respondents get influenced by the Power of KTM vehicle
➢ 45% of the respondents have 250cc engine KTM motorcycle

LIKERT SCALE ANALYSIS

➢ Likert scale value is 4.0. so, the customers are satisfied in KTM vehicle design. ➢
Likert scale value is 3.25 so, the customers are moderate in riding comfort of KTM ➢
vehicle.
➢ Likert scale value is 3.10 so, the customers are moderate in-service charges of KTM
➢ vehicle.
➢ Likert scale value is 3.42 so, the customers are satisfied in overall experience of KTM
➢ vehicle.

RANK ANALYSIS
According to the source collected the first preference of factor is given to the Initial
preference of KTM motorcycle.

5.2 SUGGESTIONS
➢ The main dissatisfying factor is non availability spare parts so the company can ➢
improve the spare parts factor.
➢ Test drive should be available for all models in showroom.

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➢ Many customers are dissatisfied by mileage company can improve the mileage ➢
Many customers are came to know about the company to friends, the company
can ➢ improve the advertising factor.
➢ Vehicles are not provided on the promised date after services company should ➢
improve the time of delivery.

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5.3 CONCLUSION
This study was conducted with the aim of the customer satisfaction on KTM motorcycles.
The sample was collected from the customers who hold the KTM two-wheelers and know
about the satisfaction level of the KTM bikes. In this study, most of the respondent are having
good opinion about the KTM bikes and the finding and the suggestion of the study will
support the company in an effective and better way.

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BIBLIOGRAPHY

BIBLIOGRAPHY

BOOKS FOR REFERENCE

• Research methodology, written by C.R.Kothari in their study," A study on

customer satisfaction on two-wheelers.

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 58

• M.Arutselvi in the study "A study on customer satisfaction towards TVS

bikes".
• Statistical Method, written by S.P.Gupta, Sultan Chand & Sons, New Delhi.
• Duggani Yuvaraju and DurgaRao in the study “Customer satisfaction towards
Honda Two Wheelers: In case study in tirupathi”.

JOURNALS
• G.Mahalakshmi (2014).”Customer satisfaction on two wheelers a special
reference with TVS XL in Theni District"; International Research Journal of
Management And Commerce; Volume-1; Issue-8;PP.NO. 29-41
• Ms.G.Ramya, Dr.KVR.Rajandran(2018),”A study on customer satisfaction
towards honda two-wheeler", International journal of world research; Volume-
1; Issue-LI; PP.NO.45-50
• Sanjupa Giri, Kumar Thapa (2014),”A study of customer satisfaction on after
sales services of two-wheelers in Kathmandu Valley”; Journal of business and
social research; volume-l; issue-1;PP.NO.1-21
• Sharmila Devui M, Ankitbose, Gopinathan K, Ninushaarm,
R.Bharthvajan(2019);"A summer training report on customer satisfaction
towards hero"; International journal of engineering and advanced technology;
Volume-8; Issue-3S; PP.NO.617-620.
• Prof. Mohd.Akbar Ali kahan, Datrika Venkata Madhusudan Rao(2018),;"Two-
Wheeler consumer behaviour towards customer satisfaction"; International
journal of research; Volume-6; Issue-2;PP.NO.13-
31.
• Debasis Tripathy, Dr. Ronald Mani (2014);" A study on Consumer satisfaction
of two wheeler Bikes”; International journal of engineering and management
research; Volume-4; Issue-4;PP.NO.303-306.

• Prinyanka Jain (2015);” A study of customer satisfaction of two-wheeler on

yamaha”;IOSR journal of business and mamagement; Volume-17; Issue-
8.PP.NO.08-19.
• Balakrishana Swarana, Dr.Krishna Banana(2018);"A study on customer
satisfaction level of two-wheeler user in Prakasam(dt),andhra Pradesh";

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 59

International journal for research in engineer application & Management;

Volume-4; Issue-8; PP.NO.535-544.
• A.Sulthan Mohideen, M. Mohamed ishaq, M.Syed Meera Lebbai &
Mohamed Ilyas(2017);” A study on customer satisfaction of Honda Bikes with
reference to chinnamanur town, Theni district":international journal of
advanced research; volume-5; issue-1; PP.NO- 1226–1232.
• G. Purushothaman & K. Krishanamurthy(2016);" A study on to analysis the
customer satisfaction towards Bajaj bike with special reference to
Kanchipuram District"; Journal of sales and marketing management;
Volume3; Issue-1; PP.No.1-12.
• Swadin Kumar mohanthy & P.Rajitha(2018). "A Study on Customer
Satisfaction At Bajaj Auto Ltd”; International journal of engineering
technology science and research; Volume-s: Issues:PP.NO.1539-1547
• Prabhakar & Arati Biradar(2019).;" Customer Satisfaction towards Bajaj Two
Wheeler bikes atSindol Bajaja, Bidar";IRE journals; Volume-3; Issue-1;
PP.NO.56-58.
• Hema Lata, Amandeep Singh (2019).; "Customer Satisfaction Towards
Maruthi Suzuki Cars: ACase Study Or Solan City, Himachal Pradesh": IRE
journals; Volume-3; Issue-1: PP.NO.56-58.
• Basavaraj.H. Huggi(2016),;" Recent trend in Customer Satisfaction Towards
TVS Motors with special reference to Rannebennur city”; Imperial journal of
interdisciplinary research Issue-2; PP.NO.49-55
• S.Chitra& J. Maheshwari(2018),;"Customer Satisfaction Towards TVS
Bharath Motors in Aundipatti"; International research journal of management,
IT& social science, Volume-5; Issue-5;PP.NO.91-95;
• M.Akhila, Ali Ashar T Thayyullathil(2014)," A Study on Customer
Satisfaction Towards Maruthi suzuki in Coimbatore"; International journal of
management and commerce innovation; Volume-2;Issue-2; PP.NO.583-587.

• V.Suganthi & R.Renuka, M.Phil(2016),; “A Study on Customer Satisfaction

Towards Maruthi Suzuki Swift cars in Udumalpet Taluk”; International
journal of multidisciplinary research anddevelopment; Volume-3; Issue-2;
PP.NO.298-302.
• Gayatri Chopra(2018),; “Consumer preference towards Maruthi Suzuki and
Hyundai Motors: A Comparative study of the Automobile

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Sector”;International journal of management studies; Volume-3; Issue-6;

PP.NO.84-90.
• M.S.Ranjithkumar and T. Snekalatha(2013),;"A study on customers brand
loyalty and satisfaction of Maruthi car at Erode District"; Indian journal of
research; Volume-2; Issue-10; PP.NO.17-19.
• K.Venkatachalam and M. Surumbarkuzhali(2018),; " A study on Consumer's
Preception Towards Hyundai cars with special reference to Tirupur city";
International research journal of management science & technology;
Volume9; Issue-10; PP.NO.21-28.

WEBSITES
www.ktm.com www.bikewale.com
www.ktmgroup.com
www.thebikemarket.in
www.totalmotorcycle.com

ANNEXURE
ANNEXURE

A STUDY ON CUSTOMER SATISFACTION TOWARDS KTM BIKES

(WITH SPECIAL REFERENCE TO COIMBATORE CITY)
QUESTIONNAIRE

1) NAME:

2) AGE:

3) GENDER:

A) Male B) Female

4) INCOME

A) 10000-15000 B)15000-20000 C) 20000-

30000 D) Above

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5) OCCUPATION

A) Government employee B) Private employee

c) Student D) Others

6)MARITIAL STATUS

A) Married B) UNMARRIED

7)How do you came to know about KTM bike?

A) TV advertisement B) News Paper

C) Friends D) Radio

8)What feature attracted you on KTM bikes?

A) Design B) Riding comfort

C) Mileage D) Performance

9)Was the vehicle delivered on promised time after service?

A) Yes B) No

10) Were you offered test drive during your visit to our showroom?

A) Yes B) No

11) Are you satisfied with the pickup and performance of the vehicle after
test drive

A) Yes B) No

12) What was the Top speed you noticed while riding KTM motor vehicle

A) 80 B) 90

C) 100 C) Above 100

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13) What was the reason to purchase KTM bikes?

A) Mileage B) Maintenance

c) Speed D) Price

14) When did you owned KTM Vehicle

A) 6 Months B) 1-2 Years C) 3 Years D) 3-5 Years

15) Which one prefers you to buy KTM vehicle?

A) Mileage B) Power

C) Price D) Look

16) What are the different types of problems are face at the time of service your
vehicle

A) High price spare parts B) Non availability of spare parts

C) Delay in service D) Low quality of spare parts

17) What is engine capacity of your bike?

A) 125 cc B) 200 cc

C) 250 cc D) 390 cc

18) Level of satisfaction

Satisfaction level Highly Satisfied Neutral Dissatisfied Highly

satisfied dissatisfied

Design of vehicle

Riding comfort

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Service charges

Overall experience

19) Rank the factor

Rank the factor I II III IV V

Breaking

Initial Pickup

Handling comfort

Engine performance

Mileage

20) Suggestions if any,