A PROJECT REPORT ON

“CUSTOMER SATISFACTION TOWARDS HONDA TWO

WHEELERS,

SUBMITTED BY:

ABHISHEK KUMAR

UNDER THE GUIDANCE OF

Prof. ASHOK RAUT

SUBMITTED TO:

SAVITRIBAI PHULE PUNE UNIVERSITY

SUBMITTED IN THE PARTIAL FULFILMENT OF

BACHELOR OF BUSINESS ADMINISTRATION (BBA)

INDIRA COLLEGE OF COMMERCE AND SCIENCE

(2016-2019)
 ACKNOWLEDGEMENT

I consider it a privilege to express a few words of gratitude and respect

to all who guide and inspired me in successful completion of this
project.

Sincere thanks to my Institute “Indira college of commerce and

science” and respected faculty members. Million thanks to my project
in charge Mr. Ashok Raut for helping me in completing this
project. I am glad to receive this help in term of his thoughts and ideas,
without his guidance and support this project would have been nearly
impossible.

I would also take the opportunity to thank Dr. Janardhan Pawar

(principal) & Dr. Sonali Shrotri (HOD-BBA & HOD-BBA IB) of

Indira college of commerce & science . At last but not the

least I thank all my friends and sources who have directly and in
directly supported me in completing this project successfully.

Abhishek kumar

ii
 DECLARATION
I hereby declare that this project entitled “ CUSTOMER
SATISFACTION TOWARDS HONDA TWO WHEELERS “ is
an original and genuine work carried out by me in partial
fulfilment of the requirement for the award of degree in
BACHELOR OF BUSINESS ADMINISTRATION (BBA) COURSE OF
UNIVERSITY OF PUNE.

Further this report has been submitted for the awar d of BBA
degree has not been submitted in any other or closer form to
any other university or institute.

PLACE : PUNE SIGNATURE OF THE STUDENT :

DATE: NAME OF THE STUDENT : ABHISHEK KUMAR

iii
 INDEX

Sr. Particulars Page No.

No.
1. Chapter 1- INTRODUCTORY CHAPTERS 1-3
1.1 Executive summary
1.2 Introduction
2. Chapter 2- CUSTOMER SATISFACTION 4-7
2.1 INTRODUCTION
2.2 IMPORTANCE

3. Chapter 3- CUSTOMER SATISFACTION 8-13

2.1 PROCESS
2.2 WHAT MARKETING SHOULD DO

4. Chapter 4- OBJECTIVES OF THE PROJECT 14-15

5. Chapter 5-RESEARCH METHODOLOGY 16-22

5.1 Meaning
5.2 Types of research
5.3 Research Methods
5.4 Sampling

6. Chapter 6- PROFILE OF HONDA 23-40

6.1 INTRODUCTION
6.2 HISTORY
6.3 AWARDS
6.4 ACHIEVEMENTS
7. Chapter 7- ANALYSIS OF STUDY 41-56

8. Chapter8- CONCLUSION 57-60

9. Chapter 9- LIMITATIONS 61-62

10. Chapter 10- ANNEXURE 63-69

11. Chapter 11-BIBLIOGRAPHY 70-71

iv
 List of Table and Charts

Figure Particular Page

No. Table No.
1 AGE GROUP RESPONDENTS 47

2 EDUCATION 48

3 OCCUPATION 49

4 BRAND PATRONAGE 49-50

5 REASONS FOR CHOOSIG HONDA 50-51

6 SERVICE RATING 51-52

7 ROYALTY TO DEALER 52-53

v
 CHAPTER 1

INTRODUCTORY CHAPTERS
INTRODUCTION

The two wheeler industry has been expanding rapidly. Gone are the days when

processing a two wheeler was seen as a luxury. Now a day it is viewed as a mere

necessity. Prior, sale of two wheelers was mainly confined to urban areas but lately in

rural areas the bicycles are being replaced by power driven two wheelers such as

scooters and motorcycles. Not only this, the industry has also customers ranging from

all demographic segments. It has been common that even school going children are

driving two wheelers. The women customers are also increasing due to increase in

women literacy and employment. iIf getting a new customer is difficult, then retaining

a current customer is more difficult one and not only that it is estimated that the cost

of attracting a new customer is five times retaining the current customer. It requires a

great deal of effort to induce satisfied customer to switch away from their current

preference. Thus customer attitude is been given top priority in today’s world. After

globalizations, number of two wheeler markets have entered Indian Market. New

companies have been set up with foreign, specially Japanese Collaboration by already

established companies. Honda motors Japan has set up subsidiary company at Gurgaon

, India to offer state of the art Honda two wheelers to Indian makes Honda motors with

its wide product range has achieved a respectful market shone with strong dealer

network and excellent after sales services. Even though there is waiting period for

some products, some are available across the shelf dealerships are upon not only at

metros, but also at urban and semi urban areas.

1
There is a need to study to efforts put in by the Company, Dealers and Service network

to study the extent to which customers are satisfied with the product, service and allied

services etc. Hence it is proposed to study the Customer Satisfaction levels of Honda

Customers with respect to the product performance, after sales service and other allied

services like finance facility, availability of spares and accessories etc.

2
 CHAPTER 2

SECTOR PROFILE

3
 CUSTOMER SATISFACTION

INTRODUCTION

Satisfaction is a person’s feelings of pleasure (or) is appointment resulting from

comparing a products, perceived performance in relation to his (or) her expectation.

Satisfaction is a function of perceived performance and expectations. If the

performance falls short of expectation, the customer is dissatisfied. If the performance

matches the expectations, the customer is satisfied. If the performance exceeds

expectations, the customer is highly satisfied (or) delighted. Customer satisfaction is

both a goal and a marketing tool. Companies that achieve high customer satisfaction

ratings make sure that their target market knows it. Actual performance by the firm

Customer Satisfaction.

1.CUSTOMER & HIS IMPORTANCE :-

The essence of the marketing concept is that organizations must adopt customer

oriented feature sand focus their attention of building programs, offering and

strategies that satisfy customer needs and wants. Many organizations maintain their

focus on operations or product or sales effort sand thereby ; get dislocated by

mistaking the means for the end. Successful marketing involves companywide

transformations in attitude beliefs and perceptions of the people in how the view the

customer. Deep commitment to the customer is what distinguishes successful

marketers from Laggards .The excellent companies really close to their customers,

other companies top about it, excellent companies really close to their customers, other

companies to about it, excellent companies do it’. The companies, which show extra
4
ordinary concern for the customer, include. American express, McDonald’s, Citibank,

IBM who go to the smallest dealers also “Never forget the customer’s attitude is the

hull mark of their service strategy. Hence Customers are :-

1.The most important people in any business.

2.They are not dependent of a business, But business is dependent on them.

3.They are not an interruption to own work, they are the purpose of it.

4.They are doing us favour when they come in, we are not doing them favour by serving

them.

5.They are part of our business, they are not outsiders.

6. They are not just statistic. The customers are human beings with flesh and blood

having feelings and emotions.

7.People come to us with their needs and wants. It is our job to fulfil them.

8.They are the lifeblood of every business without whom the door of the business

would have been closed.

9.Non customer functions in particular must be made customer oriented. Customer

needs and requirements should be tracked on regular basis

CUSTOMER SATISFACTION

Whether the buyer is satisfied after purchase depends upon the offer performance in

relation to the buyer’s expectations. Customer satisfaction can be defined as :-

Satisfaction is the level of a person’s felt state resulting from comparing a product’s

perceived performance in relation to the person’s expectation’s satisfaction level is a

function of the different between perceived performance and expectations some of the
5
successful business firms are aiming for total Customer Satisfaction which increase

customer loyalty towards the productor service offered by the firm

IMPORTANCE OF CUSTOMER SATISFACTION MISSION

AND PURPOSE OF BUSINESS:

The need to satisfy customer for achieving success in any commercial enterprise is so

obvious, one wonder if there is any need to establish the importance of customer

satisfaction. However one often finds that what should be obvious everyone also needs

to be explained and establish. The income of commercial enterprise is derived from

the payment received for the products and services supplied to its external customers.

If there are no customers, there is no income, there is no business. In other words,

customers are the sole reason for the existence of commercial establishments, as the

function is extremely important for the success of the organization, the senior

management as well as the leaders of other departments or Divisions should also

realize the importance of customers to the organization and for its growth. It is

therefore no surprise that Peter Drucker, the renowned management guru said “ to

satisfy the customer is the mission and purpose of every business.

6
 CHAPTER 3

CUSTOMER SATISFACTION

PROCESS

7
 CUSTOMER SATISFACTION

PROCESS

Companies seeking to win in today’s market must track their customer’s expectations

perceived company performance and customer satisfaction not only for them but for

their competitions well-bred loyalty and Customers satisfaction on the other hand are

almost synonymous and their impact on market share is statistically verifiable. The

relationship between market share profitability as well as profitability and shareholder

value creation have been the subject of considerable research over the years and the

linkages have been proven many times.

It has been found that some customers are, by native tendency, more likely to move

while others are not. Therefore even for some level of satisfaction or dissatisfaction,

some customer will remain with the brand they are loyal to while others will switch.

Simply because they are more prone to taking risks and more easily susceptible to the

blandishments of competitors and inherently more fickle. This can be represented in

four way matrix as given below. High 1. Safe Customer Habitual Switches Satisfaction

with 3. The Patient ones High rise Production Low Customer Classification by

Satisfaction and Mobility1.The Safe Customers are those who are satisfied and not

likely to move.2.The habitual switches are happy and still likely to switch.3.The

patient ones will stay on regardless but should not be taken for granted. Their

satisfaction can be improved profitably as they are inherently less likely to switch.

Today’s customers are global and have high degree of need for contrition, recognition,

8
approval and respect. So many companies believe that customer satisfaction can make

the company more profitable to some extent as

It as a more process aimed at enhancing customer share.

It builds goodwill in the market, which in turn generates additional traffic to the outlet.

It is a real experience and a rich insight is to customer’s min to hit the bull’s eye with

carefully designed marketing strategies

A highly effective technique is to keep of buying habits, intentions, self-image,

spending patterns, customer develops a sense of belonging in then and a soft corner

for the company itself.9

Higher customer retention index, customer lifetime value, loyalty and satisfaction

level increase transactions with the same customers again and again.

A highly effective system of communication helps in developing positive attitude in

customer mind about the company its offerings.

The company should not rely totally on technical people but employ relationship

managers who well equipped with marketing Communication and interpersonal skills.

Higher customer retention index, customer lifetime value, loyalty and satisfaction

level increase transactions with the same customers again and again.

A highly effective system of communication helps in developing positive attitude in

customer mind about the company its offerings.

WHAT MARKETING SHOULD DO

Companies should establish a separate relationship market to prepare, implement and

monitor their relationship marketing program.

9
Company should not rely totally on technical people but employ relationship managers

who well equipped with marketing Communication and interpersonal skills.

An integrated marketing system is a pre-requisite for building relationship with

customers.

Companies should continuously search for value building approaches through a system

of quality management review process, etc., because only by exceeding customer

expectations, marketers can build a value laden relationship with customers.

As said before to satisfy a customer and to retain customer relationship marketing is

important.

Methods of Tracking and Measuring Customer Satisfaction

The various methods generally adopted to track customer satisfaction are :a)Complaint

& Suggestion system b)Customer satisfaction survey)Ghost Shopping)Lost Customer

analysis

a)Complaint & Suggestion system

A Customer’ cantered organization would make it easy for its Customers to deliver

suggestion and complaints. Some customer cantered companies – P & G, General

Electric, Whirlpool established “Customer hot lines” with toll free 800 telephone

numbers to maximize

which customers can enquire make suggestion, or complaints. Their information flows

provides these companies with many good ideas and enable them to act more rapidly

to resolve problems.

b)Customer satisfaction surveys

10
A company must not conclude that it can get a full picture of customer satisfaction

and dissatisfaction by simply relaying on a complaint and suggestion system. Studies

show that customer are dissatisfied with one out of every four purchases and less than

5% of dissatisfied customers will complaint customer may feel that their complaints

are minor, and they will be made to feel stupid or that no remedy will be offered. Most

customers will by less or switch the supplier than complaint. The result is that the

company has needlessly lost customers. Therefore, companies can’t use complaint

level as a measure of customer satisfaction. Responsive companies obtain a direct

measure of customer satisfaction by conducting periodic surveys. They send

questionnaire or make telephone calls to random sample of their recent customers to

find out how they feel about various aspects of the company’s performance. Customer

satisfaction can be measure in a number of ways. It can be measured directly by asking

“indicate how satisfied you are with service” on the following scale, highly

dissatisfied, indifferent satisfied, highly satisfied (Directly reported satisfaction).

Respondents can be asked as well as to rate how much they expected of a certain

attribute and also much. They experienced (desired dissatisfaction) still another

method to ask respondents to list any problems they had with the offer and to list any

improvements they could suggest (Problem analysis)finally, companies could ask

respondents to rate various elements of the offer in items of the importance of the each

of and how were the organization performed each element (important performance

ratings). Its last method helps the company to know if it is under performing on

important elements and over performing on relatively unimportant elements.

C)Ghost shopping

Another useful way to gather a picture of customers satisfaction is to hire persons to

pose as potential buyers to report their finds on strong and weak points they

experienced in buying the company’s and competitors’ products.

11
d).Lost Customer Analysis

Companies should contact who stopped buying or who have switch to another supplier

to learn why this happened. When IBM loses a customer, they amount through effort

or learn where they failed is their price too high, their service deficient their products

unreliable and so on. Not only it is important to conduct exit interviews but also to

monitor the customer loss rate, which if its increasing clearly indicated that the

company is failing to satisfy customers.

Some cautions in Measuring Customers Satisfaction

When customers rate their satisfaction with an element of the company’s performance

say delivery, we need to recognize that customers will vary in how they define food

delivery ; it could mean early delivery on time ; delivery order completeness, and so

on. Yet if the company had to sell out every element in detail customers would face

huge questionnaire. Companies should also note that managers and sales persons could

manipulate their ratings on customer satisfaction. They can be especially nice to

customers just before the survey. They can also try excluding unhappy customer form

being included in the survey. Some customers may want to express high dissatisfaction

in order to receive more concession.

E. Lost Customer Analysis

Companies should contact who stopped buying or who have switch to other supplier

to learn why this happened. When IBM loses a customer, they.

12
 CHAPTER 4

OBJECTIVES OF THE PROJECT

13
 OBJECTIVES OF THE STUDY

1. To study the satisfaction level towards Aman Honda.

2. To study the customer handling practices prior to sale, during sale and after

sale and assesses the satisfaction levels of customers.

3. To offer suggestion for improving the customer satisfaction.

4. To study impacting factors.

14
 CHAPTER 5

RESEARCH METHODOLOGY

15
 METHODOLOGY

The study is conducted basing on Primary and Secondary Data Primary data is

collected by administering a structured questionnaire to customers who visit the dealer

for purchase and service. Data is also collected through personal discussions with the

dealer, sales and service staff and personal observation made during sale and service.

Secondary data is obtained from company records, web site, published articles etc.

1. PRIMARY DATA
There are five useful methods for collecting data. These primary
methods are direct observation, indirect oral interviews, mailed
questionnaires, schedule method, and local agents.

2. SECONDARY DATA

Secondary data is all the information collected for purposes other than the
completion of a research project and it’s used to gain initial insight into the
research problem. It is classified in terms of its source – either internal or
external. Mostly secondary data are collected from published sources. Some
important sources of published data are the following.

 Published reports of Central and State Governments and local

bodies.
 Official publications of the foreign Governments.
 Reports and Publications of trade associations, chambers of
commerce, financial institutions etc.
 Journals, Magazines and periodicals
 Reports submitted by Economists, Research Scholars, Bureaus
etc.
 Published works of research institutions and Universities etc.

16
TOOLS FOR DATA COLLECTION

 Questionnaire Survey.
 Books.
 Journals.
 Magazines.
 Internet.
 Annual report of the company.

SAMPLING:

Convenient Sampling method is adopted for selecting the respondents. Care is taken

to cover customers of all types of products and age groups etc.

17
 Some caution in Measuring Customers Satisfaction

When customers rate their satisfaction with an element of the company’s performance

say delivery, we need to recognize that customers will vary in how they define food

delivery; it could mean early delivery on time; delivery order completeness and so on.

Yet if the company had to sell out very element in detail customers would face huge

questionnaire.

Companies should also note that managers and sales persons could manipulate their

ratings on customer satisfaction. They can be especially nice to customers just before

the survey. They can also try excluding unhappy customers from being included in the

survey. Some customers may want to express high dissatisfaction in order to receive

more concession.

Observation on customer satisfaction

1.Customer satisfaction will be lower in industries where the industry offers a

homogenous product to a heterogenous market. On the other hand. Industries that

supply a high quality homogenous product to homogenous market will register high

satisfaction.

2.Customer satisfaction is lower an industries where repeal buyer faces high switching

costs. They have to but from the supplier even through their satisfaction is low.

3.Industries which depend upon repeat business generally, create a higher level of

customer

satisfaction.

18
4.As the company increase its market share customer satisfaction call fall. This is

because more customers with heterogeneous demands are drawn into buying a fairly

homogenous product.

Post Product Behaviour

After purchasing the product the customer will experience some level of satisfaction

or dissatisfaction. The customer will engage in post purchase actions and product uses

of interest to the marketers. The marketers job does not end when the product is bought

but continue into the post purchase period. The buyer’s satisfaction is function of the

closeness between the buyer’s product expectations the customer buts the product

again and talks favourably or unfavourably about the product to others. Customers

from their expectations on the basis of received. Messages from sellers, friends and

other information sources. If the seller exaggerates the benefits, consumers will

experience disconfirmed expectations, which lead to dissatisfaction. The larger the

gap between expectations and performance, the greater the consumer’s dissatisfaction.

Post Purchase Action

The Customer’s satisfaction or dissatisfaction with the product will influence

subsequent behaviour. If the customer is satisfied, he or she will exhibit a higher

probability of purchasing the product main. The satisfied customer will also tend to

say good things about the brand tootlers. Marketers lay ‘or best advertisements is the

satisfied customer :.A dissatisfied consumer responds differently. The dissatisfied

consumer will try to reduce the dissolvement because a human being strives to

establish internal harmony “ consistency or congruity among his opinions, knowledge

and values .Marketers should be aware of the full range of ways consumers handle

dissatisfaction. Consumers have a choice between taking and not taking any action. If

the former, they can take public action or private action. If the former, they can take
19
public action or private action. If the former, they can take public action or private

action. Public action includes complaining toothed company going to lawyer or

complaining to other groups that might help the buyer gets satisfaction. Such as a

business private or government agencies or the buyer might simply stop buying the

product or warn friends. In all these cases the seller losses in having done a poor

satisfaction to the customer.

System for complaints handling & service recovery

Studies of Customer dissatisfaction show that customer are dissatisfied with their

purchases about 25% of the time. But surprising finding is that only about 5%

complain. The other 95%either feels that it is not worth the effort to complain or that

they don’t know how to whom to complain. Of the 5% of customers who complain,

only about 50% report a satisfactory problem resolution. Yet they need to resolve a

customer problem in a satisfactory manner is critical whereas on average a satisfied

customers tells three people about a good product experience dissatisfied customer

groups to people. If each of them tells still other people the number of exposed to bad

word of mouth may grow exponentially.

20
21
 CHAPTER 6

Profile of Honda

HONDA MOTOR COMPANY LTD.

22
 INTRODUCTION

Honda has been the world's largest motorcycle manufacturer since 1959 as well

as the world’s largest manufacturer of internal combustion engines measured by

volume, producing more than14 million internal combustion engines each year.

Honda surpassed Nissan in 2001 to become the second -largest Japanese

automobile manufacturer As of August 2 008, Honda surpassed Chrysler as the

fourth largest automobile manufacturer in the United States Honda is the sixth

largest automobile manufacturer in the world. Honda was the first Japanese

automobile manufacturer to release a dedicated luxury brand, Acur a, in 1986.

Aside from their core automobile and motorcycle businesses, Honda also

manufactures garden equipment, marine engines, personal watercraft and power

generators, amongst others. Since 1986, Honda has been involved with artificial

intelligence/robotics research and released their ASIMO robot in 2000. They

have also ventured into Aero space with the establishment of GE Honda Aero

Engines in 2004 and the Honda HA -420HondaJet,scheduled to be released in

2011. Honda spends about 5% of its revenues into R&D.

23
 HISTORY

From a young age, Honda's founder, Soichiro Honda (November 17, 1906 -

August 5, 1991) had a great interest in automobiles. He then established the

Honda Technical Research Institute inHamamatsu, Japan, to develop and

produce small 2-cycle motorbike engines. Calling upon18,000 bicycle shop

owners across Japan to take part in revitalizing a nation torn apart

bywar,Soichiro received enough capital to engineer his first motorcycle, t he

Honda Cub. This marked

the beginning of Honda Motor Company, which would grow a short time later

to be the world’s largest manufacturer of motorcycles by 1964.

Philosophy

HMSI operates on a principle, which is followed worldwide by all Honda

companies. Maintaining a global viewpoint, we are dedicated to supplying

products of the highest quality,yet at a reasonable price for worldwide customer

satisfaction. Honda's philosophy is based on thecompany's guiding principle and

advocates 2 fundamental beliefs:

Respect for the Individual

Honda recognizes and respects individual differences. The respect for individual

stems from thefollowing three points:

Initiative

24
Equality

TrustsIt is the contribution from each individual in the company that has made

our company what it istoday and that, which will take us into the future.

The Three Joys

The joy of manufacturing high quality products.

The joy of selling high quality pro ducts.

The joy of buying high quality products.

Motorcycles

Honda is the largest motorcycle manufacturer in Japan and has been since it

started production in1955 At its peak in 1982, Honda manufactured almost 3

million motorcycles annually. By 2006this f igure had reduced to around 550,000

but was still higher than its three domestic competitors

During the 1960s, when it was a small manufacturer, Honda broke out of the

Japanesemotorcycle market and began exporting to the U.S. Taking Honda’s

story as an archetype of thesmaller manufacturer entering a new market already

occupied by highly dominant competitors,the story of their market entry, and

their subsequent huge success in the U.S. and around theworld, has been the

subject of some academic controversy. Competing explanations have

beenadvanced to explain Honda’s strategy and the reasons for their success.The

first of these explanations was put forward when, in 1975, Boston Consulting

Group (BCG)was commissioned by 25

the UK government to write a report
explaining why and how the Britishmotorcycle industry had been out -competed

by its Japanese competitors. The report concludedthat the Japanese firms,

including Honda, had sought a very high scale of production (they hadmade a

large number of motorbikes) in orde r to benefit from economies of scale and

learningcurve effects. It blamed the decline of the British motorcycle industry

on the failure of Britishmanagers to invest enough in their businesses to profit

from economies of scale and scope.The second explanati on was offered in 1984

by Richard Pascale, who had interviewed the Hondaexecutives responsible for

the firm’s entry into the U.S. market. As opposed to the tightlyfocused strategy

of low cost and high scale that BCG accredited to Honda, Pascale found that

their entry into the U.S. market was a story of “miscalculation, serendipity, and

organizational learning” – in other words, Hondas success was due to the

adaptability and hard work of its staff, rather than any long term strategy. For

example, Hondas initial plan on entering the U.S. was

to compete in large motorcycles, around 300 cc. It was only when the team

found that the scooters they were using to get themselves around their U.S. base

of San Francisco attracted positive interest from consumers that they came up

with the idea of selling the Super cub.

Awards

2011"Indian Motorcycle of the Year 2011 (IMOTY)Jury:BS Motoring , Bike

India , BBC Top Gear , Overdrive , AutoBild India ."

26
Bike of the Year – CNBC TV18 Overdrive Awards 2011Bike of the Year -

Bloomberg/UTV Autocar Award 2011Viewer’s Choice Award: Bike of the Year

- Bloomberg / UTV Autocar Awards 2011.

CB Twister

"The Most Awarded Motorcycle of the Year - 2011"Bike of the Year - BS

Motoring Award 2011 .Bike of the Year upto 110CC – Bike India .Motorcycle

up to 110CC - NDTV Car & Bike Awards 2011.Premium 100CC Motorcycle -

Zigwheels Awards.Entry Level Motorcycle of the Year - Auto Bild Golden

Steering Awards.

CB Unicorn Dazzler

Motorcycle upto 160CC – NDTV Car & Bike Awards 2011.Sporty Motorcyc le

upto 180CC – Zigwheels Awards .Premium Motorcycle of the Year - Auto Bild

Golden Steering Awards.

VFR 1200F

Superbike of the Year – TopGear Automotive Technology of the Year -

Zigwheels Awards

Brand Honda

" Most Reliable Brand - Advanced Technology Brand by Auto India Best Brand

Survey Awards 2011"

Motorsport

Honoured for 'Promoting 2Wheeler racing in India

Brand

" Most Reliable Brand- Advance Technology- QualityBy Apollo Auto India Best

Brand Awards 2010"Trusted Brand Award (Gold) for Two-wheeler: Readers'

Digest.CB1000R Import Two - Wheeler

27
of the Year NDTV Profit Car & Bike
Awards 2010.CB1000R Import Bike of the Year - AutoCar Awards

2010.CBR1000RR FirebladePerformance Bike of the Year - CNBC TV 18

Overdrive Award.

2009

CBF Stunner Bike of the Year - NDTV Profit Award 2009Aviator Scooter of the

Year - NDTV Profit Award 2009ActivaScooter of the Year - ET ZigWheels

Awards 2009

2008

Aviator Scooter of the Year - Zigwheels.comCBF Stunner Motorcycle of the

Year (125 C C ) - Zigwheels.comActivaScooter Customers Satisfaction No.1 -

CNBC TV18 - Auto Car "Auto Awards 2008.Brand -Well Made Bike 2008

-Advanced Technology 2008-Overall 2008Honda-Eco-Friendliness 2008-Resale

Value 2008By Apollo Tyres - Auto India "Best Brand Survey Awards 2008.

2007

Enter noBest automobile brand of India 2007 (Planman Media)ActivaBest

automobile brand of India 2007 (Planman Media)

2006

ShineTNS Voice of The customer Award 2006 (TNS)

2005

Unicorn Motorcycle of the Year 2005 (B.S. Motoring & auto car)Unicorn TNS

Voice of the Customer Award (TNS)Enter no Scooters of the Year 2005 (B.S.

Motoring & Overdrive)

2004

28
Enter no Best Scootes of the Year (B S. Motoring & ICICI Bank, Overdrive

Magazine)

2003

Dio Scooter of the Year 2003 (BBC)

2002

Activa Scooter of the Year by Overdrive Magazine

Activa Scooter of the Year 2001 (BS Motoring).Tokyo, April 28, 2010 --- Honda

Motor Co., Ltd. today announced its consolidated financialresults

Fourth quarter and the fiscal year ended March 31, 2010.

Fourth Quarter Results

Honda’s consolidated net income attributable to Honda Motor Co., Ltd. for the

fiscal fourth quarter ended March 31, 2010 amounted to JPY 72.1 billion (USD

776 million), an increase of JPY 252.1 billion from the same period in 2009.

Basic net income attributable to Honda Motor Co., Ltd. per common share for
29
the quarter amounted to JPY 39.78 (USD 0.43), anincrease of JPY 138.95 from

the corresponding period last year. One Honda American Depository Share

represents one common share.Consolidated net sales and o ther operating

revenue (herein referred to as “revenue”) for the quarter amounted to JPY

2,279.5 billion (USD 24,501 million), an increase of 27.8% from the same period

in 2009, due primarily to increased revenue in all of the business segments and

currency translation effects. Honda estimates that had the exchange rates

remained the same from the corresponding period in 2009, revenue for the

quarter would have increased by approximately 25.4%.Consolidated operating

income for the quarter amounted to JPY 96 .0 billion (USD1,033million), an

increase of JPY368.2 billion from the same period in 2009, due primarily to

increased profit attributable to increased revenue, reduction in vehicle costs as

a result of increased production and decreased SG&A expenses. Con solidated

income before income taxes and equity in income of affiliates for the quarter

amounted to JPY 93.5 billion (USD 1,006 million), an increase of JPY 392.2

billion from the same period in 2009.

Equity in income of affiliates amounted to JPY 23.8 bi llion (USD 257 million)

for the quarter, anincrease of JPY 21.1 billion from the corresponding period

last year.

Fiscal Year Results

Honda’s consolidated net income attributable to Honda Motor Co., Ltd. for the

fiscal year ended March 31, 2010 totalled JPY 268.4 billion (USD 2,885

million), an increase of 95.9%from the previous fiscal year. Basic net income

attributable to Honda Motor Co., Ltd. Per common share for the period amounted

to JPY 147.91 (USD 1.59), an increase

30
of JPY 72.41from the previous fisca l
year. Consolidated revenue for the period amounted to JPY 8,579.1 billion (USD

92,210 million), a decrease of 14.3% from the previous fiscal year, primarily

due to unfavourable currency translation effects and decreased revenue in the

automobile business. Honda estimates that had the exchange rate remained the

same as the previous fiscal year, revenue for the period would have decreased

by approximately 7.5%.Consolidated operating income for the period totalled

JPY 363.7 billion (USD 3,910 million),anincr ease of 91.8%, due primarily to

decreased SG&A expenses and R&D expenses and continuing cost reduction

efforts, despite decreased profit attributable to decreased revenue

,theunfavorable impact of currency effects and the increase in fixed costs per

vehicle as a result of reduced production. Consolidated income before income

taxes and equity in income of affiliates for the period totality 336.1 billion (USD

3,613 million), an increase of 107.9% from the previous fiscal year. Equity in

income of affiliates amounted to JPY 93.2 billion (USD 1,003 million) for the

period, a decrease of 5.8% from the previous fiscal year.

Honda has always played an important role in motor sports, believing it to be

the springboard for technological advancement. It has also bee n an aggressive

force in the endurance, motocross and trial races held around the world. We, at

Honda, are not allowing this momentum to let up, as we pursue even greater

achievements. Honda has always loved racing, ever since Sochiro Honda took

his company into motorcycle competition, sometime in the 1950s. Hondas

engineers have tested themselves on the international stage, proving their

technology to be the best in the world. These technologies are tested in the

extreme conditions of motorcycle racing,

31
to adapt them for use in vehicles that
plyon roads today.In the past, Honda has powered some of the all -time great

racers, including Redman, Hail wood,Spencer, Gardner, Capirossi and Doohan,

to 39 riders titles. Even today, some of the greatest motorcycle ra cers, like Alex

Baros, Max Biaggi, Nicky Hayden ride on Honda bikes, at theraces.Honda enters

the Isle of Man TT Races in 1959 Honda is an active participant in many off -

roadraces Michael Doohan riding Repsol Honda's NSR 500.Technologies like

these are not just for the race tracks, but are also incorporated in our

everydayvehicles. They are first tested, refined and proven under the trying

conditions in the races, andthen finally adapted in the vehicles, so that two

wheelers like Activa and Dio can utilise and benefit from such technologies.

PROFILE OF AMAN HONDA.

HISTORY :

AMAN Honda motors Authorised dealer of Honda Company in PUNE.

Operation in October 2007. which is now popularly known as Vishnu Honda?

From Monthly Sale of 160 Two wheelers initially it has reached a monthly sales

volume250nos. (3000 per annum). This spectacular growth is mainly due to

aggressive, clear headed management and with sheer hard work of every staff

member and above all out standingcustomer support. AMAN Honda captured

25% of Visakhapatnam two and wheelers market successfully standing with the

challenges from competition. As of now Vishnu Honda. has a work force of

70members, with an annual turnover of Rs. 12 crores. They have also opened a

separate service station for better customer care.

PROMOTIONAL ACTIVITIES OF VISHNU H0NDA

The promotional activities adopted by 32

Vishnu Honda motors are:
1.Test Rides

2.Exchange Melas

3.Mileage Contest

4.Loan Melas

5.Harding & Wall Paintings

6.Sponsoring youth Events.

7.Financing in the spot

8.Distributing pamphlets

9.Advertising in newspaper.

SERVICE DEPARTMENT

Head : Shiva1..6 Free Services and nine Paid Services for active aviator dio

shine cbr250etc.

2.6 Free Services and 14 Paid Services for 125CC and 150CC Vehicles.

3.Extended warranty also giving to all models. except twister

4.Free Check-up Camp. For every. Sunday

5.Engine over hauling for all Post Warranty Vehicle.

6.We are giving warranty for fuel adulteration for single time.

7.Total Workers are 42 members.

8. After Free Services 200 rupees Charged. WORKING TIMEMORNING 8AM

TO 1P.M EVENING 2PM TO7:30 P.M.PRODUCTS AVAILABLE IN Vishnu

Honda motorsS.No.ScooterMotor CycleMopeds3 wheelers.1Dionil2

Activa3Aviator 4Shine5Unicorn6Stunner 7 Dazzler 8Twister 9 CBR 250

Spare Parts

33
Spare Parts In charge – SIVAInput:Every Month Purchase of of Spare Parts

Company of Honda Motor (Delhi)

Output: Sols of Spare parts – work shop of Honda Show Room outside

Mechanics and Customers .Total Spare Parts above 11,000 Parts.

Finance Level

1.The VISHNU HONDA Provides sum finance facility to the customers. The

finance facility Banks area.a.HDFC

b.Family Credit (Pvt)

c.Sriram Financed.

d.fulletron

The finance lever provides interest rate Rs. 1per 100. The customer paid

minimum 30% of the Vehicle Amount. The finance facility taken by the above

6000 people of them.

Sales Team

Sales Manager :S.K..V CHANDARASEKHAR There are four executives

monthly they are sold 400 vehicle. They provide 12% Interest rate. Incentive

given by company per vehicle 1000to 1500 Rupees of them. The demand is very

more for Honda Bikes there are 50% of Bikes Purchase by spot cash 50%Vehicle

side Finance Purchase. They are not giving any offer to vehicle sometimes

company giving insurance offer. More sales for shine. Unicorn

ACHIEVEMENTS

They are good in Customer Dealership Enquiries and giving good facilities to

Customer. 34
Honda recognized as ‘Manufacturer of the Year 2012’

Honda’s efforts were recognized at BBC Top Gear Magazine Awards 2012 and

Bike India Awards 2013, where HMSI won the “Manufacturer of the Year 2012”

award.

This prestigious award is even more significant, as it has come at a time when

Honda has grown by remarkable 40% in comparison to the modest 3% growth

of Indian 2-wheeler industry from April-November 2012. Today, Honda is the

fastest growing 2-wheeler company of India with over 11-million customers

because of focus on quality resulting in success of all Honda products and

growth in customers trust.

Honda’s Dream Yuga gets critical acclaim a nd 5 awards

On the product front too, Honda’s first true mass motorcycle for India – Dream

Yuga has successfully created a new benchmark for mass mobility in India.

Honda’s Dream Yuga won 5 prestigious awards - “Viewer’s Choice Motorcycle

of the Year”, “Motorcycle of the Year upto 110cc” and “AAA Creative TV

Commercial of the Year” at NDTV Car and Bike Awards 2013 where the reputed

jury consisting of veritable auto experts and NDTV viewers voted for their

favourite motorcycle of the year. It also bagged “Co mpact Bike of the Year”

award at the CNBC TV18 Overdrive Awards 2013; and “Motorcycle of the Year

up to 115cc” award at the Bike India Awards 2013.

Honda Motorcycle and Scooter India (HMSI) announced that its production has

crossed 35 million units. What has made this achievement even more special for

the Japanese two-wheeler giant is the fact

35
that it managed to reach the 35 million
production mark in 17 years, which is the fastest of any two -wheeler

manufacturer in India. It wasn’t too surprising that th e 35 millionth vehicle to

be built by Honda was the Activa 4G at its second plant in Tapukara, Rajasthan.

Speaking about the milestone, Minoru Kato – president and CEO, HMSI said,

“Thanks to great support from customers in both India and 68 countries acros s

the world, Honda 2Wheelers India is celebrating our 35 millionth two -wheeler

landmark today. Taking forward this love and trust, we at Honda are committed

to provide quality products and experiences that make customers’ lives more

enjoyable.”

Honda commenced its two-wheeler operations in 2001 and took 11 years to reach

the 10 million mark, which was also the year that it ended its joint venture with

Hero. Honda’s tremendous growth in India can be gauged from the fact that it

has added 25 million new customers in the past five and half years. Fuelling this

growth is the Honda Activa, which is the undisputed king in the scooter segment

and also wears the crown of the highest selling two -wheeler in the world’s

largest two-wheeler market (India). Honda recently unveiled the new Activa 5G

at the 2018 Auto Expo, which will soon go on sale. The brand also added that

one Honda two-wheeler is sold every five seconds in India!

Celebrating this achievement, Honda Motorcycle and Scooter India (HMSI) -

Senior VP - Sales and Marketing, Navinder Singh Guleria said, "With an eye on

the 2020, Honda 2Wheelers India's ambition is to 'Lead in India and the World

with Quantity and Quality'. Backed by strong domestic sales, India is already

the No. 1 contributor to Honda's global two -wheeler sales. On the exports front,

our tri-fold strategy of introducing new models, entering new markets while
36
consolidating in existing markets has resulted in achieving 2 million export

milestone. We thank our customers and business partners across the globe for

their trust in Honda 2wheelers made in India. The futur e is exciting as the BS-

VI norms effective in 2020 will unlock new markets for us."

Honda cumulative two-wheeler exports though have seen a three -fold increase

in recent years. The company first hit the one million mark 14 years after

beginning export operations, while the two million mark took just three years to

achieve. The company exports to 28 markets from India including Asia -Oceania,

Latin America, the Middle East and Europe. A total of 16 models are exported

from the country overseas with Latin Am erica and SAARC countries leading the

export demand.

Over 60 per cent of Honda's exports comprise scooters with the company being

India's number one scooter exporter with a 63 per cent market share. In fact, the

manufacturer says that ever second scooter exported from the country is a

'Honda Dio'. Motorcycle exports, meanwhile continue to grow double -digit and

contribute over 50 per cent to Honda's total exports from India. With the BS6

norms coming up, Honda is optimistic that the upgraded motorcycles ma de-in-

India unlock new markets for Honda commenced its two -wheeler operations in

2001 and took 11 years to reach the 10 million mark, which was also the year

that it ended its joint venture with Hero. Honda’s tremendous growth in India

can be gauged from the fact that it has added 25 million new customers in the

past five and half years. Fuelling this growth is the Honda Activa, which is the

undisputed king in the scooter segment37and also wears the crown of the highest
selling two-wheeler in the world’s largest two-wheeler market (India). Honda

recently unveiled the new Activa 5G at the 2018 Auto Expo, which will soon go

on sale. The brand also added that one Honda two -wheeler is sold every five

seconds in India!

Honda’s efforts were recognized at BBC Top G ear Magazine Awards 2012 and

Bike India Awards 2013, where HMSI won the “Manufacturer of the Year 2012”

award.

This prestigious award is even more significant, as it has come at a time when

Honda has grown by remarkable 40% in comparison to the modest 3% growth

of Indian 2-wheeler industry from April -November 2012. Today, Honda is the

fastest growing 2-wheeler company of India with over 11-million customers

because of focus on quality resulting in success of all Honda products and

growth in customers trust. On the product front too, Honda’s first true mass

motorcycle for India – Dream Yuga has successfully created a new benchmark

for mass mobility in India. Honda’s Dream Yuga won 5 prestigious awards -

“Viewer’s Choice Motorcycle of the Year”, “Motorcycle o f the Year up to

110cc” and “AAA Creative TV Commercial of the Year” at NDTV Car and Bike

Awards 2013 where the reputed jury consisting of veritable auto experts and

NDTV viewers voted for their favourite motorcycle of the year. It also bagged

“Compact Bike of the Year”.

38
39
 CHAPTER – 7

ANALYSIS OF STUDY

40
 AGE

AGE GROUP NUMBER OF %

RESPONDENS
18-25 28 43
26-35 10 15
36-45 09 14
45& ABOVE 17 26
TOTAL 64 100

AGE GROUP RESPONDENTS

18-25 25-35 36-45 45 & ABOVE

INTERPRETATION

41
From this table, we can infer that 43% of the two wheeler users are between 18

to 25 years of age and another 14% are between 36 to 45 years of age. 15% of

the bike users are between 26 to45 years of age. 26%users are above 46 years of

age.

EDUCATION

QUALIFICATION NUMBER OF RESPONDENTS %

SCHOOL 07 11

EDUCATION

UNDER 32 50

GRADUATE

GRADUATES 11 17

POST 14 22

GRADUATES

TOTAL 64 100

42
 EDUCATION

SCHOOL EDUCATION UNDER GRADUATE GRADUATES POST GRADUATES

INTERPRETATION

17% of the respondents are Graduates and 50% are Under Graduates. From this

we can infer that67% of the bike users are under graduates or Graduates. 11%

have only school education. Only22% are post graduates.

FAMILY ANNUAL INCOME

INCOME NO OF RESPONDENTS %

BELOW 50K 0 0

51K-1LAKH 39 61

43
1LAKH-2LAKHS 22 34

2LAKHS-5LAKHS 3 5

ABOVE 5LAKHS 0 0

TOTAL 64 100

FAMILY ANNUAL INCOME

BELOW 50K 51K-1LAKH 1LAKH-2LAKHS 2LAKHS-5LAKHS ABOVE 5LAKHS

INTERPRETATION

It is surprising to note that 95% of the bike owners are having annual income

less than 2 lakhs. In this 5% are having income between 2 lakhs to 5lakhs.

Though this looks un reliable, generally respondents do not reveal their real

incomes. They have quoted their incomes as per the Ration Cards they possess.

44
 OCCUPATION

OCCUPATION NUMBER OF %

RESPONDENTS

STUDENTS 51 80

EMPLOYEE 00 00

BUSINESS 11 17

ANY OTHER 02 03

TOTAL 64 100

OCCUPATION

STUDENTS EMPLOYEE BUSINESS ANY OTHER

45
INTERPRETATION

80 % of the bike owners are students and 17% are business people. Only 3% are

any other

BRAND PATRONAGE

BRAND NUMBER OF RESPONDENTS %

ACTIVA 15 23

DIO 08 13

AVIATOR 02 03

SHINE 15 23

UNICORN 14 22

TWISTER 01 02

STUNNER 02 03

DAZZLER 06 09

CBR 01 02

TOTAL 64 100

46
 BRAND PATRONGE

ACTIVA DIO AVIATOR SHINE UNICORN

TWISTER STUNNER DAZZLER CBR

INTERPRETATION

Activa and shine are the most popular models of Honda each contributing 23%.

Next popular is unicorn with 22%.67% of the two wheelers sold are either Activa

Shine or Unicorn.

REASONS FOR CHOOSING HONDA

REASONS NUMBER OF RESPONDENTS %

PRICE 52 82

PROMOTION 00 00

APPEARANCE 12 18

TECHNOLOGY 00 00

ANY OTHER 00 00

TOTAL 64 100

47
 REASONS FOR CHOOSING HONDA

TECHNOLOGY
APPEARANCE

PROMOTION

PRICE

INTERPRETATION

While choosing Honda and a particular model, the customers are influenced by

the price of the bike. Limited importance is given to Appearance of the vehicle.

INFLUENCER

PERSON NUMBER OF RESPONDENTS %

SELF 02 04

48
 FAMILY MEMBERS 02 04

FRIENDS 60 92

ANY OTHER 00 00

TOTAL 64 100

INFLUENCER

11% 3% 4%

SELF
FAMILY MEMBERS
FRIENDS
ANY OTHER
82%

INTERPRETATION

92% of the customers have decided to buy Honda Vehicle influenced by their

friends. 4% are influenced by their family members and Self.

49
 REASONS FOR CHOOSING THE DEALER

REASON NUMBER OF %

RESPONDENTS

LOCAL DEALER 37 58

SERVICE DEALER 27 42

SCHEMES 00 00

FINANCE FACILITY 00 00

ANY OTHER 00 00

TOTAL 64 100

REASONS FOR CHOOSING THE DEALER

LOCAL DEALER SERVICE DEALER SCHEMES FINANCE FACILITY ANY OTHER

50
INTERPRETATION

58% of the customers have brought the vehicle from the particular dealers

because he is alone dealer. 42% have preferred because the dealer is also a

service dealer. Schemes and finance facility have no impact on dealer choice.

SERVICE RATING

RATING NUMBER OF %

RESPONDENTS

EXCELLENT 00 0

GOOD 19 30

AVERAGE 18 29

NOT SATISFIED 27 41

TOTAL 64 100

51
 SERVICE RATING

EXCELLENT GOOD AVERAGE NOT SATISFIED

INTERPRETATION

41% of the customers are not satisfied services of the dealer AMAN Honda

motors. 30% as Good and 29% are average.

COST OF SPARES & SERVICE

RATING NUMBER OF %

RESPONDENTS

HIGH 04 06

SLIGHTLY HIGH 51 79

52
 REASONABLE 09 14

CHEAP 00 0

TOTAL 64 100

COST OF SPARES & SERVICE

11% 5%

13%
HIGH
SLIGHTLY HIGH
REASONABLE
CHEAP

71%

INTERPRETATION

79% of the customers perceive the cost of service and spares slightly high. Only

6% and 14% are felt that it is high and reasonable.

53
 LOYALTY TO DEALER

YES 16 25

NO 48 75

TOTAL 64 100

Sales

YES

NO

YES NO
54
INTERPRETATION

75%of the customers not satisfied with service of AMAN Honda. They do not

want to get service from this dealers after free services.

55
CHAPTER-8

CONCLUSION

56
 SUMMARY AND SUGGESTIONS

SUMMARY

Honda is a major player in Two wheeler market. In India almost every second

motor cycle solids from Honda. It is has many award to its credit How strong

the brand may be, every organization has to strive to improve customer

satisfaction. With increasing competition and customer expectations, Customer

Satisfaction is the key to success of any organization. Dealers play a very

important role in the marketing of any product. Their role is vital mainly in the

case of consumer durables in general and automobiles in particular. Unlike

majority of consumer durables, automobiles need periodic maintenance. Two

wheelers have a peculiar feature as they are used by common man who hardly

has any knowledge of the functioning or repairing of the vehicle, dealers’ role

is very important. Dealers can enhance or tarnish the image of the company and

the product however good it may be. The strength of Honda motors is its channel

partners, and service availability everywhere. The findings of the study are

summarized below:

Majority of the Honda customers are in the age group of 18 to 25 years.

Majority of them are under graduates.

57 class and upper middle clas s.

Honda two wheeler customers are middle
•

Normally a customer uses a Honda vehicle to a maximum period of 10 years

Activa, Unicorn and Shine brands are bread winners to Honda.

Customers buy Honda for its technical features like mileage, easy maintenance,

superior technology etc.,

Customers buy Honda influenced by their friends.

Customers normally prefer local dealers and service dealers for buying a

vehicle.

The dealer at PUNE AMAN Honda motors is rated high by the customer for

service& are not to them for after free service ar e over.

SUGGESTIONS

Regular availability of all models should be ensured. Efforts have to be taken

to ensure no stock outs for Activa, Unicorn and Shine. Dealer has to put efforts

to improve quality of after sales service as ma jority opined that they would not

prefer the dealer after free services. Dealer and Company should ensure

availability of flagship brand Activa. Due to non -availability, majority of the

prospective customers are shifting to other company brands. Customers are

suspecting the dealers role in sticking to booking schedule. Efforts to be taken

to ensure transparency in booking. Customer

58
feedback system after sale and
service would improve the image of the dealer. Dealer has to tie up with banks

to provide finance at competitive interest rates. Dealer has to be aggressive in

marketing the vehicles as they face a very tough competition from local Honda

Dealer i.e., Jupiter .Honda Dealer as well as the company has to put all efforts

to enhance the image of the brand as well as the dealership.

59
CHAPTER 9

LIMITATIONS

60
LIMITATIONS OF STUDY

As no person is perfect in this world, in the same way no study can be

considered as fully reliable at one glance. There are number of uncontrollable
factors acting as limitations in conducting the study. Some of such limitations
encountered by me in my study are -
 Since the survey was done only in PUNE the result obtained may not be
taken as universal suggestion.
 Quality of the information highly dependent on the knowledge of the
respondents.
 Concern person of shop keeping in charge will always change, so that
their assessment of the product and the relation ship with the company
officials could not be adequate.
 Respondents in some department gave biased responses for fear of their
position in the company. This may have influenced the results.
 Some people at top level were afraid and showed complete reluctance to
give responses to some questions.
 The study is confined only to PUNE.

61
CHAPTER 10

ANNEXURE

62
Questionnaire

Name: Town/Village:

Reg. Model: Year of Manufacture:

1. Age ( Years): a. 18-25 b. 25-35

c. 35-45 b. d.45above

2. Qualification: a. Under Graduate b.Graduate

c. Postgraduate. d.AnyOther

3.Family annual Income : a. below 50,000 b. 50,000 to 1,00,000

c. 1-2lakhs. d. 2-5lakhs.

63 five lakhs.
e. above
 4.Occupation:

a. Student b. Government Employee

C. Private Employee. d. Businesses. Any Other (Specify)

5. What type of two wheeler do you own?

a. Scooter b. Motorbike

c. Any Other(specify)

6. Since how long are you using the particular two wheeler ?

a. Less than 1 year b. 1 -2 years

c. 2-5yearsd d.5 -10years

64
7. Specify the brand of two wheeler do you own ?

a. Activa b. Dio

c. aviator d. shine

e.dazzler g. twister

h. Stunner i. CBR250

j.unicorn

8. You preferred the particular brand because of ?

a. Price b. Promotion

c. Appearance d. Technical Factors.

e.Any Other (Specify)

9. Who influenced you to purchase the two wheeler ?

a.Self b.Family

c. Friends d.advertisement

e. Any Other (Specify)

10. Why did you choose ‘Vishnu Honda ?

a. Local dealer b. Service dealer.

c. Schemes d.65finance availability

11. Are you satisfied with the Vehicle ?

a. Yes b. No

12. If No. The reason is

a. More petrol consumption/less Mileage.

b. Less Pick Up

c.Non availability of spares

13. How would you rate service offered by ‘Vishnu Honda., for your

Two wheeler?

a. Excellent b. Good

c. Average d. Not satisfied

66
14. How do you rate the cost of spares and service charges

Charged by AMAN HONDA?

a. High b. Reasonable c. Competitive

15. Do you prefers to get your Vehicle serviced at AMAN HONDA, after

Free services also.?

a.yes b.no

LIST OF RESPONDENTS.

NO. NAME NUMBER

1. NIKHIL KHIYANI 8668536021

2. KIRTI POPTANI 8657605000

3. ADARSH KUMAR 8285479658

4. CHAITANYA AGNIHOTRI 9762427110

5. KESHAV KUMAR 8209042241

6. SANDEEP AGNIHOTRI 7040281685

7. SARVJEET SINGH 8888805105

8. TANISHQA KAUR 7720946633

67
9. SAKSHI RASKAR 7558420087

10. TRISHLA AGARWAL 9422030161

11. MAMTA CHOUDHARY 9604659803

12. SHUBHAM KADAM 7972416188

13. ABHISHEK BOJJA 8668329547

14. YESHI PARASHAR 8668349816

15. ANGAD DHUPAR 9511111375

68
 CHAPTER 10

BIBLIOGRAPHY

69
 BIBLIOGRAPHY

Philip Kotler- Principles of Marketing ,Prention -Hall of India. Pvt ltd New

Delhi(1999).

Jagdish N.Sheth Atul Parvatiyar –Relationship Marketing-A division of stage

publication New Delhi.(2000).

Philip Kotler- Marketing Management-– (In India, Bangladesh, Nepal).Pearl ,

Jack & Robyn. Marketing Channels A Division of Holt, Rinehart &

Wiston(1978).

V.V.Rama Swamy,S.Namakumari – Marketing Management(Planning &

Implementation &Control)- Rajiv Beri for Macmillan Indian ltd .New

Delhi(2002).

www.Honda2wheelers India,com.BIBLIOGRAPHY

70