A STUDY ON

CUSTOMER SATISFACTION TOWARDS

HERO GLAMOUR BIKE
A Main Project report submitted to
JNTU, KAKINADA
In partial fulfilment of the requirements for the award of the degree of
MASTER OF BUSINESS ADMINISTRATION
Submitted by:
A.MADHAVI LATHA
REGD.NO:18MK1E0002.
Under the guidance of
Mr. P. ASHOK KUMAR
M.B.A.

SRI MITTAPALLI INSTITUTE OF TECHNOLOGY FOR WOMEN

THUMMALAPALEM, GUNTUR-522233, AP, INDIA

(Affiliated to JNTU, Kakinada)
2018 – 2020
 CONTENTS
CHAPTERS PARTICULARS

CHAPTER 1 INTRODUCTION
1.1 NEED FOR THE STUDY
1.2 SCOPE OF THE STUDY
1.3 OBJECTIVES OF THE STUDY
1.4 LIMITATIONS OF THE STUDY
1.5 METHODOLOGY OF THE STUDY

CHAPTER 2 COMPANY PROFILE & INDUSTRIAL PROFILE

2.1 COMPANY PROFILE
2.2 INDUSTRIAL PROFILE

CHAPTER 3 THEORETICAL FRAME WORK

CHAPTER 4 DATA ANALYSIS AND INTERPRETATION

CHAPTER 5 FINDINGS, SUGGESTIONS & CONCLUSION

5.1 FINDINGS
5.2 SUGGESTIONS
5.3 CONCLUSIONS

CHAPTER 6 BIBILOGRAPHY
ANNAXURE
 INTRODUCTION
•Marketing (management): Marketing is the process of
planning and executing the conception, pricing, promotion, and
distribution of ideas, goods, and services to create exchanges that
satisfy individual and organizational goals.

•Marketing people are involved in marketing 10types of entities:

goods, services, experiences, events, persons, places, properties,
organizations, information, and ideas.
 NEED FOR THE STUDY
•The study has great significance and provides various benefits to know the customer
satisfaction levels.
•It is beneficial to management of the company by providing crystal clear picture
regarding important aspects like qualify and quantify levels.
•It helps to offer the “Total Quality Product” along with price, promotion and place
that satisfies the customer.
• It helps to the marketers to collect the information required particularly on product
performance.
 SCOPE OF THE STUDY
The project was based on and the data was collected in chilakaluripet.

It shows the company performance and customer satisfaction towards

company profit.

 The present study was made only on the customer satisfaction

towards Hero Glamour Bike.

Data analysis is done totally based on the information that was

collected from questionnaire.
 OBJECTIVES OF THE STUDY

•To study the quality and price of HERO GLAMOUR BIKE.

•To know the customer level of awareness on HERO GLAMOUR BIKE.
•To know the various factors, which influence customer buying behavior on
HERO GLAMOUR BIKE.
•To find the after sales service offered by HERO MOTOCORP Ltd.
•To understand the various promotional offers by HERO MOTORCORP Ltd.
 LIMITATIONS OF THE STUDY
The areas which were selected were limited only to chilakaluripet i.e, the findings
are regional and do not represent the state or country.
Time constraints hampered the study.
Since the study involved in gathering information was from upper to higher-
middle class people, interaction with them became difficult.
There may be respondent bias.
Even though utmost care has been taken in conducting he survey, the findings may
sometimes differ from the population.
Time and cost is major limitation.
 RESEARCH METHODOLOGY

DATA COLLECTION:
The data collection is of 2 types. They are
1. Primary data
2. Secondary data

1. Primary data:
Primary data has been used by me in the form of Questionnaire & Observation, which are the
two basic methods of collecting primary data, which suffices all research objectives.

2.Secondary data:
Secondary data sources like catalogue of the company, product range book of the company &
various internet sites such as google.com have been used.
SAMPLE PLAN DETAILS
Sample unit:
Students of grad uation and all types of people have been taken as sample unit.
Sample Size:
The sample size mentions the size that has been taken into consideration for the
survey. The size to be considered has been taken in numbers. The sample taken for
this study is 100 members.
Sample Technique:
The sample technique used here is convenient Random Sampling. People are
selected at convenience from various places in Guntur where possible.
 INDUSTRY PROFILE
The two – wheeler industry in India has been in existence since 1955, if consists of two segments.
Scooters
Motorcycles
The increase in sales volume of this industry is proof of its high growth. In 1971, sales were around 0.1
million units per annum. But by 1998, this figure had risen to 3 million units per annum.
Similarly, capacities of production have also increased from about 0.2 million units of annual capacity in the
services to more than 4 million units in the late nineties.
The two – wheeler industry in India began operations with in the framework of the national industrial policy
as espoused by the industrial policy resolution of 1956.
.
TWO WHEELERS IN INDIA
India is the second largest producer and manufacturer of two – wheeler in the
world. It stands next only to Japan and china in terms of the number of two-
wheelers produced and domestic sales respectively. Indian two – wheeler
industry has got spectacular growth in the last few years. Indian two- wheeler
industry had a small beginning in the early 50’s.
Bikes are a major segment of Indian two wheeler industry, the other two being scooters
and mopeds. Indian companies are among the largest two – wheeler manufacturers in
world. In the initial stages, the scooter was dominated by API; it was later overtaken by
Bajaj auto. Although various government and private enterprises the fray for scooters, the
only new player that has lasted till today is LML.
OVER VIEW OF INDUSTRY
The two wheeler market was opened to foreign competition in the mid -80’s. and the then
market leaders- escort and enfield were caught unware by the onslaughts of the 100cc
bikes of the four indo- japanese joint ventures. With the availability of fuel efficient low
power bikes, demand swelled, resulting in hero honda – then the only producer of four
stroke bikes
Two wheelers are distinguished on different factors for different consumer segments. For
example, high powered two wheelers have a niche market as racing sporting vehicle and
have special appeal to youngsters, easy maneuverability/ handing ease is preferred by
teenagers and women. Urbanities are lured by fuel efficiency a low maintenance. The
lower end of the market looks for durability, value for money and higher resale values.
 COMPANY PROFILE
Hero Motocorp Ltd, formerly Hero Honda, is an indian motorcycle and scooter manufacturer
based in New delhi, India. The company is the largest two – wheeler manufacturer in the
world. And also in india, where it has a market share of about 46% in the two – wheeler
category. The 2006 forbes list of the 200 world’s most repeated companies has hero honda
motors ranked at #108. on 31 march 2013, the market capitalization of the company was
30,800 core.
Hero is the brand name used by the munjal brothers for their flagship company. Hero cycles
ltd. A joint venture between the hero group and honda motor company was established in
1984 as the hero honda motors limited at dharuhera, india. Munjal family and honda group
both owned 26% stake in the company.

Company performance
the company has sold over 7 crore two wheelers since its inception in
1984 till march 2013. it sold 60.7 lakh two wheelers in 2012.
In 2013 hero motocorp registered best ever calendar year performance of more than 61 lakh
unit sales.
 Listings and shareholding
The equity shares of hero motocorp are listed on the Bombay stock exchange, where
it is a constituent of the BSE SENSEX index, and the national stock exchange of india,
where it is a constituent of the S&P CNX Nifty.
As on 31 december 2013, the promoters munjal family held around 40% equity
shares in hero motocorp. Over 61000 individual shareholders hold approx. 7.44% of
its shares. Foreign institutional hold approx.30% shares in the company.

AWARDS AND RECOGNITION

The brand trust report published by trust research advisory has ranked hero Honda in
the seventh position among the most trusted brands in india.
It received the ‘Best value for money bike maker’ and ‘Best advertising’ in two
wheelers category at the auto india best brand awards 2012.
 DATA ANALYSIS
&
INTERPRETATION
1) How did you know about Hero Glamour Bike?

S.NO Particulars No. of respondents % of respondents

1. Advertisement 65 65%
2. News paper 15 15%
3. Friends 12 12%
4. family members 8 8%
TOTAL 100 100

GRAPHICAL REPRESENTATION:
70

60

50

40

30

20

10

0
Advertisement News paper Friends family members

INTERPRETATION
From the above table we can infer that 65% respondents about the hero glamour bike through
the advertisement, 15% respondents through the news paper, 12% respondents are through the friends &
8% of respondents are through the family.
2) What is the reason for choosing Hero Glamour Bike ?
Influencing factors No of consumers Percentage of consumers

a) Due to prices 32.5 32.5%

b) Colour 17.5 17.5%
c) Design 22.5 22.5%
d) Mileage 27.5 27.5%

GRAPHICAL REPRESENTATION:
Chart Title
35

30

25

20

15

10

0
due to prices colour design mileage

INTERPRETATION:
The Response of this question clearly states that price is the most dominant factor while making a buying
decision, followed by mileage. But apart from this the most noticeable part of this Response is the mileage and
design factors are considered only after price itself.
3) Rate your satisfaction level about services provided by the company?
s.no. Particulars No of respondents % of respondents
1. Highly satisfied 36 36%
2. satisfied 48 48%
3. Dissatisfied 10 10%
4. Highly dissatisfied 6 6%
Total 100 100

GRAPHICAL REPRESENTATION:
60

50

40

30

20

10

0
Highly satisfied satisfied Dissatisfied Highly dissatisfied

INTERPRETATION:
In the above table clearly shows that 36% of respondents are highly satisfied and 48% of respondents are satisfied
towards service of hero glamour bike,& 10% of respondents are dissatisfied only 6% respondents are highly dissatisfied
towards service. Total number of the respondents 100 and percentage of the respondents 100%.
 4) Rate your overall satisfaction towards the hero glamour bike?
Consumers opinions No of consumers Percentage of consumers

a) Highly satisfied 20 20%

b)Satisfied 47 47%
c)Moderate satisfied 19 19%
d)Dissatisfied 9 9%
e)Highly dissatisfied 5 5%
Total 100 100

GRAPHICAL
50
REPRESENTATION:
47.5
45
40
35
30
25
20 18.5
20
15
10 9
5
5
0

INTERPRETATION:
In the above table clearly shows that 20% of respondents are highly satisfied towards Hero glamour bike & 47% of
respondents are satisfied, 19% of respondents are moderate satisfied, 9% of respondents are dissatisfied & only
5% respondents are highly dissatisfied towards hero glamour bike. Total number of the respondents 100 and
percentage of the respondents 100%.
 Findings
It is observed from the study hat majority of the respondents satisfied
with the Hero Glamour Bike.
Most of the respondents influenced by their friends.
Most of the respondents satisfied with the price, performance and
warranty service.
Most of the respondents highly satisfied with engine and mileage of
the bike.
 SUGGESTIONS
 To create more awareness about the bike. It should go for effective
advertising.
It is suggested to improve CC of the bike.
To improve the service facilities for the problem raised.
To improve the no.of colors variants.
To improve the customized service for the customers.
 CONCLUSION
For making a better relationship with a customer they always use
genuine parts in their product. After selling, they have the services and
maintenance. Their constant endower is to support the companies.
Mandate providing highest level of customer satisfaction by taking good
care of customers. Two-wheeler service and through their vast network
of more than 4000 committed dealers and service outlets spread across
the country.