A Project On Impact of Post Sales Service On Customer Satisfaction at HERO HONDA

A study on impact of post sales service on customer satisfaction
CONTENTS
CHAPTER 1
EXECUTIVE SUMMARY COMPANY PROFILE OBJECTIVES AND RESEARCH METHODOLOGY SAMPLING AND RESEARCH DESIGN TESTING HYPOTHESES 6-7 7 - 42 42 - 43 43 44 44 - 49
CHAPTER 2
DATA ANALYSIS FINDINGS SUGGESTIONS CONCLUSION 51 - 63 63 - 65 65 - 66 66 - 67
CHAPTER 3
QUESTIONNAIRE BIBILOGRAPHY 69 - 70 70 - 71
BABASAB PATILFREEPPTMBACOM
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EXECUTIVE SUMMARY
Hero Honda is the largest exporter of two a wheelers. Hero Honda manufactures state-of-the-art range of two-wheelers. The brand Splendor is continually dominating the Indian motorcycle market in the premium segment. Its Passion is also a successful bike on Indian roads. A project report containing the marketing research on A study on impact of post sales service on customer satisfaction at Anas Motors Pvt Ltd by the company to build long term relations with customers & to promote the sales of original spares & services. From authorized dealer only. It was an opportunity to learn the practical aspects of industries. I have chosssen this topic concerned to company requirement. Hero Honda Company is market leader in two-wheeler segment. And to maintain this relation they need strong relation with their customers. So they need to know, what is the satisfaction level & the customer response about Hero Honda post sales service was needed I collated the information by a structured questionnaire that included requirements what the company needed & the questionnaire is attached in the appendix.
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ORGANISATIO PROFILE
Hero Honda Motorcycle Ltd.
Type Founded Location Key people Industry Products Revenue Website
Public company BSE:HEROHONDA M January 19, 1984 India Brijmohan Lall Munjal (Chairman and Managing Director Automotive Motorcycles, Scooters 7,536 crores Rs 2004-2005 www.herohonda.com
Hero Honda Motorcycles Limited is an Indian manufacturer of motorcycles and scooters. Hero Honda is a joint venture that began in 1984 between the Hero group of India and Honda from Japan. It has been the world's biggest manufacturer of 2-wheeled motorized vehicles since 2001, when it produced 1.3 million motorbikes in a single year. Hero Honda's Splendor is the world's top selling motorcycle. Its 2 plants are in Dharuhera and Gurgaon, both in Haryana, India. It specializes in dual use motorcycles that are underpowered and very fuel efficient
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Mission Statement:
We, at Hero are continuously for synergy between technology, systems, and human resources to provide products and services that the quality, performance, and price aspirations of our customers. While doing so, we maintain the highest standards of ethics and societal responsibilities, constantly innovate products and processes, and develop teams that keep the momentum going to take the company to excellence in the new millennium.
Board of Directors:
Chairman: Mr. Brijmohan Lall Munjal Managing Director: Mr. Pawan Munjal Joint Managing Director Director Director Director Director Director Director Director Director Director Director Director Mr. Miki Yamamoto Mr. Satyanand Munjal Mr. Om Prakash Munjal Mr. Satoshi Toshida Mr. Koji Nakazono Mr. S P Virmani Mr. N N Vohra Mr. Pradeep Dinodia Gen. (Retd.) V P Malik Mr. Analjit Singh Dr. Pritam Singh Dr.VijayLaxmanKel
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COMPANY PROFILE
HERO HONDA Hero, the brand name synonymous with two wheelers in India, is a multi-unitMultiproduct, geographically diversified, group of companies the reflection of the steely ambition and indomitable grid of the Munjal family.
Trace the sags of Hero through more than 45 of Enterprise & Achievements, of version and planning. Always blazing through the trials of success.
HISTORY OF HERO HONDA The legend of Hero Honda What started out joint venture between Hero group, the worlds largest bicycle manufacturer and the company of Japans, has today become the worlds dingle largest two wheelers company .coming in to existence January 19, 1948, Hero Motors limited gave India nothing less than are evaluation on two wheelers, the made famous by fill it shut it and forget it campaign .Driven by the trust of over 5 million customers. The Honda product range today command market share 48% making it veritable giant in the industry. Add to that technologic excellence, an expansive dealer network, and reliable after sale service, and you have one of the customer-friendly.
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This is provided by the companys over the year
1985.86 1989.90 1998.99 1999-0 2000.1 2000.2 2000.3
43000 96,200
units units
5, 30,600 units 7,61,210 units 10,29,555 units 14,25,195 units 16,77,537 units
Customer satisfaction, high quality product, the strength of Honda, Technology and the Hero group dynamic helped HHML sales new frontiers and exceed limits. In the word of Mr. Brijmohan Lall Munjal, the chairman and managing Director we will continue to make afford required for the development, of motorcycle industry, through new product development, technology innovation, investment in equipment of facilities and through efficient management
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KEY MILESTONE OH HERO HONDA
1983: Joint collaboration agreement with Honda Motor Co.Ltd, Japan signed 1984: Hero Honda Motors Ltd, incorporated. 1985: First motorcycle CD 100 rolled out 1987: 100,000th motorcycle produced 1989: New motorcycle model- Sleek introduced 1991: New motorcycle model- CD 100 SS introduced 500,000th motorcycle Produced 1992: Raman munjal vidhya mandir inaugurated A school in the memory of founder Managing Director, Mr Raman Kant Munjal 1994: New motorcycle model Splendor introduced 100,000th motorcycle produced 1997: New motorcycle model- street introduced. Hero Hondas 2nd manufacturing Plant at Gurgoan inaugurated 1998: 2,000,000th motorcycle produced 1999: New motorcycle model- CBZ: introduced. Environment Management System Of Dharuhera plant certified with ISO-14001 by DNV Holland Raman Munjal memorial hospital inaugurated A hospital in the memory of Founder Managing Director, Mr., Raman Kant munjal 2000: 4,000,000th motorcycle produced. Environment Management System of Gurgoan plant certified ISO-14001 by DNV Holland. BABASAB PATILFREEPPTMBACOM Page 8
Splendor declared World No, 1- largest selling two wheeler model Hero Honda Passport Programme CRM Programme launched 2001: New motorcycle model- Passion introduced. One million productions in one single player New motorcycle model- joy introduced 5,000,000th motorcycle produced 2002: New motorcycle model-Dawn introduced New motorcycle model- Ambition introduced Appointed Virendor Sehwag, Mohammad Kaif,Yuvraj Singh,Harbhajan Singh, Zaheer Khan as Brand Ambassadors 2003: Becomes the Indian Company to cross the cumulative 7 million sales mark Splendor has emerged as the Worlds largest selling model for the third calendar Year in a row (2000.2001, 2002) New motorcycle model-CD Dawn introduced New motorcycle model-splendor + introduced New motorcycle model- Passion plus introduced New motorcycle model- Karizma introduced 2004: New motorcycle model- ambition 135 introduced Hero Honda became the World No, 1 Company for the third consecutive year, Crossed sales of over 2 million units in a single year, a global record, Splendor-World largest selling motorcycle crossed the 5th million marks New motorcycle model- CBZ* introduced Joint Technical Agreement renewed BABASAB PATILFREEPPTMBACOM Page 9
2005: Hero Honda is the World No,1 for the 4th year in a row New motorcycle model- Super Splendor introduced New motorcycle model- CD Deluxe introduced New motorcycle model- Glamour introduced New motorcycle model- Achiever introduced First Scooter model form Hero Honda- Pleasure introduced
2006: Hero Honda is the World No, 1 for the 5th year in a row
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THE CHAIRMAN:
Brijmohan Lall Munjal-The king of Road The venerated patriarch and visionary of the Hero group, Mr. Brijmohan Lall Munjal is the first generation entrepreneur who stared very small and through sheer hard work and perseverance today made this two wheelers venture the No1two wheelers company.
THE STORY OF THE INDOMITABLE ENTREPRENEUR:One the brightest stories of Indian entrepreneurship began seventy one Years ago when a six year old boy quietly walked in to a newly opened Gurkul (Indian value based school) near his home in Kamalia (now in Pakistan) determined to again admission instantly. Thus began an extraordinary saga of Entrepreneurial achievement. Today, we know that boy as Brijmohan Lall Munjal, the much venerated Patriarch of the Hero Group one of the largest corporation group in country.
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Brijmohan Lall inspirations to enter the two wheelers world come from a desire to prove the cheapest from transport for the poorest of the poor. Post Partition, Brijmohan Lall Munjal and his brother relocated to Ludhiana. They had to began from scratch. They set up manufactures of bicycle components .From then on there was no looking back. In typically modest manner B.M.Munjal accords a great deal of credit for high success to his family and team. He traversed the road success fallowing these principles: Trusting his uncanny instincts. A unique approach to people one from the heart. Ahead of time, every time. The idea corporate citizen showing other the way.
His leadership and sagacity has earned his great respect and he has personally been responsible for kindling the spirit of entrepreneurship amongst his employees who today constitute a family of about forty successful Entrepreneurs.
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KEY POLICIES AN ENVIRONMENTALLY AND SOCIALLY, AWARE COMPANY
At Hero Honda, our goal is not only to sell you a bike, but also to help you every step of the way in making your world a better place to live in. Besides its will to provide a high-quality service to all of its customers, Hero Honda takes a stand as a socially responsible enterprise respectful of its environment and respectful of the important issues. Hero Honda has been strongly committed not only to environmental conservation programmers but also expresses the increasingly inseparable balance between the economic concerns and the environmental and social issues faced by a business. A business must not grow at the expense of mankind and man's future but rather must serve mankind.
Environment Policy
To achieve this we commit ourselves to:
Integrate environmental attributes and cleaner production in all our business processes and practices with specific consideration to substitution of hazardous chemicals, where viable and strengthen the greening of supply chain. Continue product innovations to improve environmental compatibility. Comply with all applicable environmental legislation and also controlling our environmental discharges through the principles of "alarm" (as low as reasonably achievable). Institutionalize resource conservation, in particular, in the areas of oil, water, electrical energy, paints and chemicals.
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Enhance environmental awareness of our employees and dealers / vendors, while promoting their involvement in ensuring sound environmental management.
Quality Policy Excellence in quality is the core value of Hero Honda's philosophy. We are committed at all levels to achieve high quality in whatever we do, particularly in our products and services which will meet and exceed customer's growing aspirations through:

Innovation in products processes and services. Continuous improvement in our total quality management systems. Teamwork and responsibility.
Safety Policy
Hero Honda is committed to safety and health of its employees and other persons who may be affected by its operations. We believe that the safe work practices lead to better business performance, motivated workforce and higher productivity. We shall create a safety culture in the organization by:

Integrating safety and health matters in all our activities. Ensuring compliance with all applicable legislative requirements. Empowering employees to ensure safety in their respective work places. Promoting safety and health awareness amongst employees, suppliers and contractor
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What is the Hero Honda Passport Scheme?
The Hero Honda Passport is a personal identification document that would carry details such as your photograph, name, address and signature.
This document certifies your membership to the Hero Honda Passport Programme. The Hero Honda Passport opens the door to a host of special offers Honda Motors Limited has in store that Hero
for you including attractive gifts, special
invitations and discounts. The Hero Honda Passport is valid for a period of 3 years.
Benefits of owning a Hero Honda passport
Instant Benefits - A one-year or three year Free Accident. Insurance cover worth Rs 11 lakh. - Opportunity to participate in a national draw and win Rs 40,000 in
cash or Splendor+
Bike Related Benefits - Attractive gifts on reaching specific milestones. - A Special gift on your first transaction with a Hero Honda dealership or an authorized BABASAB PATILFREEPPTMBACOM Page 15
service centre
-Opportunity to get a Bike service certificate that may increase the resale value of your bike. - A special 5% discount on the purchase of spares*
Lifestyle Related Benefits: -Chance to be invited to events such as movie shows, musical nights and carnivals. -Exclusive discount offers from other brands of your interest.
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PRODUCT PROFILE
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PRODUCT PROFILE
1. Karizma 2. CBZ Extreme 3. Glamour 4. Passion + 5. CD-Dawn 6. Pleasure 7. Super Splendor 8. CD Deluxe 9. Achiever 10. Splendor + 11. Splendor NXG 12. Hunk
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HERO HONDA BIKES & PRICES
HeroHondaCD-dawn(97.20cc) Hero Honda CD Dawn is a beginner's bike well tested on Indian roads and proven in city conditions. Hero Honda CD Dawn is a no-nonsense bike that's all about price and utility. New bikes have showroom prices of around Rs. 32,000 and onroad prices of around Rs. 37,000 at Ahmedabad. Currently, Delhi has the lowest, and Chennai the highest on-road prices for Hero Honda CD-dawn. Hero Honda CD-dawn bike prices vary upon the two-wheeler dealer's location.
HeroHondaCD-Deluxe(97.20cc) Hero Honda CD Deluxe is a good beginner's bike and convenient for city conditions. Hero Honda CD Deluxe sales have grown by 23 per cent between
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January-September 2007, within which time the industry actually declined by 14 per cent in the entry segment. New bikes in this series have a showroom price ranging from around Rs. 36,000 to around Rs. 41,000 inclusive of all charges like insurance, octroi, RTO, etc. Hero Honda CD-Deluxe prices vary with the twowheeler dealer's location. Currently, Delhi has the lowest, and Bangalore the highest on-road prices for Hero Honda CD-Deluxe. Hero Honda CD-Deluxe bike prices vary upon the two-wheeler dealer's location.
HeroHondaSplendorPlus(97.20cc) Hero Honda Splendor Plus is one of the largest selling bikes in India. It sports several improvements over the old splendor. At the showroom, this bike costs around Rs. 40,000 with an on-road price of around Rs. 45,000. Currently, Delhi has the lowest, and Mumbai the highest on-road prices for Hero Honda Splendor Plus. For Hero Honda Splendor Plus bike prices vary upon the two-wheeler dealer's location.
HeroHondaSplendorNXG(97.20cc) The Hero Honda Splendor NXG is a new age bike in Hero Honda's 100 cc stable. Stunning looks, economic performance, and a multitude of features backed by Hero Honda's reliable support network, makes this a good choice for the city commuter. The Hero Honda Splendor NXG is now available at a showroom price of around Rs. 42,000 with an on road price of around Rs. 48,000 including supplementary charges. Currently, Delhi has the lowest, and Bangalore the highest on-road price for Hero Honda Splendor NXG. Currently, Delhi has the lowest, and Chennai the highest on-road prices for Hero Honda Splendor NXG. Hero Honda Splendor NXG bike prices vary upon the two-wheeler dealer's location.
HeroHondaPassionPlus(97.20cc) The Hero Honda Passion Plus is a bike meant for the executive city commuter. This improved version of the Hero Honda Passion comes with several improvements over its earlier versions and gives an easy ride and easy handling. New bikes have showroom prices of around Rs. 42,700 and on road prices of around Rs. 48,200 at Ahmedabad. Currently, Delhi has the lowest, and Mumbai the highest on-road prices for Hero Honda Passion Plus. Hero Honda Passion Plus bike prices vary upon the two-wheeler dealer's location.
HeroHondaSuperSplendor(124.70cc) Hero Honda Super Splendor is not a bike to race with, but one you can depend on to get you to your destination and back in the city safely and economically. New bikes in this series have a showroom price ranging from around Rs. 45,000 to around Rs. 51,000 inclusive of all charges like insurance, octroi, RTO, etc. Hero Honda CD-Deluxe prices vary with the two-wheeler dealer's location. Currently, Delhi has the lowest, and Mumbai the highest on-road prices for Hero Honda Super Splendor. Hero Honda Super Splendor bike prices vary upon the twowheeler dealer's location.
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HeroHondaGlamour(125cc) The new Hero Honda Glamour looks all the better with enhanced graphics and other details and continues to sell to the discerning. At the showroom, this bike costs around Rs. 48,000 with an on-road price of around Rs. 55,000. Currently, Delhi has the lowest, and Mumbai the highest on-road prices for Hero Honda Glamour. Hero Honda Glamour bike prices vary upon the two-wheeler dealer's location. HeroHondaGlamourFI(125cc.) The Hero Honda Glamour FI 125 cc, built after the existing Glamour 125 cc, is a technological trendsetter in two wheelers. The Hero Honda Glamour FI 125 cc is now available at a showroom price of around Rs. 52,000 with an on road price of around Rs. 58,500 including supplementary charges. Currently, Delhi has the lowest, and Bangalore the highest on-road prices for Hero Honda Glamour FI. Hero Honda Glamour FI bike prices vary upon the two-wheeler dealer's location.
HeroHondaAchiever The Hero Honda Achiever has made a comeback in a new 2007 avatar with definite improvements over its 2006 model. New bikes have showroom prices of around Rs. 55,000 and on road prices of around Rs. 61,500 at Ahmedabad. Currently, Delhi has the lowest, and Mumbai the highest on-road prices for Hero Honda Achiever. Hero Honda Achiever bike prices vary upon the two-wheeler dealer's location.
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HeroHondaCBZXtreme(KickStart) The Hero Honda CBZ Xtreme has little in common with its earlier version the Hero Honda CBZ except a similar headlamp. New bikes in this series have a showroom price ranging from around Rs. 55,500 to around Rs. 62,000 inclusive of all charges like insurance, octroi, RTO, etc. Hero Honda CD-Deluxe prices vary with the two-wheeler dealer's location. Currently, Delhi has the lowest, and Mumbai the highest on-road prices for Honda CBZ Xtreme (Kick Start). Honda CBZ Xtreme (Kick Start) bike prices vary upon the two-wheeler dealer's location. HeroHondaCBZXtreme(SelfStart) The Hero Honda CBZ Xtreme has little in common with its earlier version the Hero Honda CBZ except a similar headlamp. At the showroom, this bike costs around Rs. 57,500 with an on-road price of around Rs. 64,300. Currently, Delhi has the lowest, and Mumbai the highest on-road prices for Hero Honda CBZ Xtreme (Self Start). Hero Honda CBZ Xtreme (Self Start) bike prices vary upon the two-wheeler dealer's location.
HeroHondaHunk(KickStart) New bikes have showroom prices of around Rs.55,000 and on road prices of around Rs.60,000 at Ahmedabad. Hero Honda Hunk (Kick Start) bike prices vary uponthetwo-wheelerdealer'slocation. HeroHondaHunk(SelfStart) New bikes have showroom prices of around Rs. 57,000 and on road prices of
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around Rs. 60,000 at Delhi. Hero Honda Hunk (Self Start) bike prices vary upon the two-wheeler dealer's location. HeroHondaKarizma
HeroHondaKarizma The Hero Honda Karizma may be the most modern bikes presently on Indian roads today. New bikes have showroom prices of around Rs. 74,000 and on road prices of around Rs. 82,000 at Ahmedabad. Currently, Delhi has the lowest, and Mumbai the highest on-road prices for Hero Honda Karizma. Hero Honda Karizma bike prices vary upon the two-wheeler dealer's location. Hero Honda Scooter
HeroHondaPleasure(102cc) The Hero Honda Pleasure has made its name in the scooterette's market, being fitted with features meant specifically for the modern woman. New bikes in this series have a showroom price ranging from around Rs. 36,700 to around Rs. 41,700 inclusive of all charges like insurance, octroi, RTO, etc. Hero Honda CDDeluxe prices vary with the two-wheeler dealer's location. Currently, Delhi has the lowest, and Mumbai the highest on-road prices for Hero Honda Pleasure. Hero Honda Pleasure scooter prices vary upon the two-wheeler dealer's loca
SERVICE STATEMENT
Our constant Endeavour is support the companys mandate of providing highest level of customer satisfaction by taking care of your motorcycle service & maintenance through our vast network of more than 1000 committed dealer & service outlets spread across the country.
Our state-of-the-art authorized workshop have well laid out standard for motorcycle servicing supported by fully equipped infrastructure in terms of quality precision instruments
,pneumatic tools & team of highly trained service technicians. Having your motorcycle serviced at an authorized workshop ensures highest standards of service quality.
INITIATIVES
An Environment Social, Aware Company At Hero Honda, our goal is not to sell you bike, but also to help you every step of the way in making your world better place to live in. besides its will to provide a high quality service to all of its customers, Hero Honda takes a stand as socially responsible enterprise respectful of its environment and respectful of the important issues. We must do something for the community from whose land we generate our wealth. A famous quote of Mr.Brijmohan Lall Munjal, our CMD.
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SPARES FEATURES & BENEFITS:
The Performance & Safety of the bike not only depends up on the world class designer & workmanship assured by Hero Honda but also on the parts being used in the assembly line. Even the first components manufactured need replacement from time to time .And to censure the continued impeccable performance of vehicle, the spare part should also be made replaced as good as the components fitted by Hero Honda. As responsible Hero Honda bike owner, we recommended that for your safety long life, high performance of the bike, use only Hero Honda genuine part. To identify a Hero Honda genuine parts we have a differentiator with us, a hologram, which comes with special security features & very simple for a customer to identify a genuine, & a non genuine spare parts. Our each packing hologram which can he identified by the features like 3D EFFECT EXPANDING & SHRINKIG EFFECT KINETIC EFFECT.
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SALES PROCESS
1) When a customer walks into our showroom, the receptionist will greed him/her & lead to a sale executive. 2) On introduction of the sale executive will take the customer, to the selection room & show the various modals displayed treat & explain in detail the salient feature of each modal. Answer all the queries, if any of the customers. The customer should be offered a test drive of the bike of her/him choice & if he/she express the desire to test drive a test arranged taking all necessary care. drive should be
3) After this, the sales executive will take the customer to the work shop & show him/her the various infrastructure service facilities in the workshop beside the quality of the service we render. Also explain that, because of the quality service reporting are the highest in the entire South Gujarat and we surpassed our competitor in all respects; and we are the number one dealers in Ankleshwar..
4) Bring customer back to the sales counter and offer him/her a cup of tea and take down the name and address in the enquiry register. Now, the sales process begins; and during the process price of various models, Insurance T.R, P.R, PMS, passport etc. should be explained to the customer in detail. Also enquire in to as to whether he/she intends to BABASAB PATILFREEPPTMBACOM Page 27
buy by cash or would go in the finance assistance. In the latter case,
offer the service of
financial institution representative stationed in our showroom. During the process inter-act with customer and give him/her an impression that you are caring from him/her.
5) All out efforts should be made to sell the product by persuading the customer without offering free accessories; and should offered fail accessories may be offered free of cost. Normally, every customer take free accessories offer for granted and asks for compliment /cash discount etc. In that eventuality the A.S.M should be consulted and as the last resort not loose the sale the A.S.M duly consulting with G.M may take suitable decision and strike down the deal. The delivery of compliments and payment of cash discount should be made in the. Chamber of G.M and through him. This will avoid a situation where every buyer putting forth a similar demand. 6) When sale of motorcycle (M.C) is over, the customer should be taken to the cashier for payment of cash/down payment D.D/Cheque etc. as the case is; and all assistance should be rendered to him/her to complete this formality.
7) Once this formality is over, the customer should be taken to the selection room and he/she be given a free hand in selecting the motorcycle of his/her choice. After selection of motorcycle, Chassis and engine number of the motorcycle should be noted down, besides informing the POI in charge to
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8) Get the motorcycle ready in all respects study fitting the accessories as agreed to at the time of sale.
9) The customer is brought to the passport executive for brief again on the passport and its advantages by the passport executive. During this process effort should be made to convince the customer to go in for passport and formalities be completed, should the customer get convinced.
10) Now, the customer should be taken to the documentation assistant, to complete the formality of T.R, P.R., Insurance cover note, Invoice, Sale letter and gate pass issuance etc. A copy of Invoice is given to the customer, if he/she demands (in norm all course the customer gets these document on the next working day). With gate pass the customers be brought the passport executive for issuance of service book and warranty card.
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AWARDS & ACCOLADES:

Awards and Recognition to Hero Honda Motors Limited:2005 Consumer Awards 2005 - India's most preferred two-wheeler brand by CNBC in the 'Automobiles' category Bike Maker of the Year Award by Overdrive Magazine ICWAI National Award for Excellence (Second) in Cost Management 2004 in the private sector category by ICWAI 10th Motilal Oswal Wealth Creator Award for as the most consistent wealth creator for the period 1991-2005 2004 Winner of the Review 200 Asias Leading Companies Award (3rd Rank amongst the top 10 Indian companies) GVC Level 1 (Highest Rating) by CRISIL for corporate Governance Adjudged as the Best Value Creator Large Size Companies 2003-04 by the Outlook Money Corporate Excellence Award 2004 by Indian Institute of Materials Management Adjudged as the Organization with Innovative HR Practices by HT Power Jobs for HR Excellence ICSI National Award for Excellence in Corporate Governance 2004 by the Institute of Company Secretaries of India BABASAB PATILFREEPPTMBACOM Page 30
2003
Winner of the Review 200 Asias Leading Companies Award (3rd Rank amongst top 10 Indian companies)
the
Most Respected Company in Automobile Sector by Business World Bike Maker of the Year by Overdrive Magazine
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ANAS MOTOR PROFILE
Anas Motor Pvt Ltd: Authorized dealer of Hero Honda motorcycles, Ankleshwar. Started: November 1998 Promoter: Mr. S.H.Baig (MD). Turnover (PA): 250 lakhs. Sales of 2008-2009: 4426 Motorcycles Total area: 12000.sq foot. Address: Teen Rasta circle, Station Road Ankleshwar.
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ORGANISATION CHART
MD
Sales GM
Spares In charge store
Service Works manager
Sales room in charger
Field operator
Assistant Manager
Service advisor
Sales room executive
Network manager
Frontline supervisor
Network executive
Mechanics
Spares executive Working Boys Helper BABASAB PATILFREEPPTMBACOM Page 33
ORGANISATION DEPARTMENTS
Sales Department Service & repair Department Delivery Department RTO work Department Spare part Department Account & Billing Department
SALES DEPARTMENT: In this department all the matters regarding sales& purchases are handled. Here sales executive meet the customer & brief them with the all the details required information . Here sales executive gives quotations, brief description about the required bike model.
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SERVICE & REPAIR DEPARTMENT
Work Manager
Work Supervisor
Head Mechanics M/C C M/C C
M/C
M/C
M/C
In this department all the matters regarding service & repair are taken care. This department is well structured work supervisor address the problem & gives the customer delivery time then he passes the work slip to head mechanic. Then head mechanics distributes the work with the mechanics teams. And problem salving process is carried out.
Delivery Section:
In this section delivery of new bikes are given to the customers. Here order is received by delivery section incharge were he cross checks the document produced by the customer then he gives the keys of the bike to the customer. Here customer can have test ride of bikes & can select the bike.
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RTO work department
In this department all the matters regarding issuing of temporary registration, temporary insurance, temporary passing of new bikes are handled. All the necessary paper work required for temporary passing is handled in this department.
Spare part department:
In this department spare part required by mechanics are stored. And issued on requirement of the mechanics when necessary. In this department large stock of Hero Honda spare part are stored to avoid customer inconvenience.
Account & Billing department:
In this department the matters regarding all accounts are registered i.e. all day-today transactions & final report is produced at the end of the financial year to the management
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SALES PERFORMANCE OF ANAS MOTORS PVT LTD 2008-2009
MONTH APRIL MAY JUNE JULY AUGUST SEPTEMBER OCTOBER NOVEMBER DECEMBER JANUARY FEBRUARY MARCH TOTAL
SALES 308 508 337 302 212 257 945 434 206 296 317 304 4426
VALUE IN SALES 12320000 20320000 13480000 12080000 8480000 10280000 37800000 17360000 8240000 11840000 12680000 12160000 177040000
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COMPETITOR PLAYERS.
1. BAJAJ AUTO - DEEP AUTOMOBILE 2. HONDA MOTOR - NAVSARJAN MOTOR 3. TVS - RAJENDRA AUTOMOBILE 4. YAMAHA - RELIABLE MOTOR
SUBDEALERS
1. PARTH AUTOMOBILE - HANSOT 2. VASHNAVI AUTOMOBILE - DEDIAPADA 3. OM MOTORS- RAJPIPLA
OBJECTIVE & RESEARCH METHODOLOGY

OBJECTIVES
To know the opinion about post sales service provided by Anas motors pvt ltd.
To suggest measures to improve customer satisfaction and improve quality of service.
To determine customer satisfaction level based on post sales provided.
To find out customer satisfaction level toward Hero Honda two wheeler at Anas motor pvt ltd
To know the behavior of staff with customer.
RESEARCH METHODOLOGY
Data source
Primary data field survey Secondary data by internet
Area of research Research approach Research instrument
Anas Motors Pvt ltd survey method questionnaire
Sampling:
Concerned to my project, in a city District Ankleshwar and Bharuch where I have chosen 50 people as our respondents for survey who may represent the population of Ankleshwar and Bharuch cities
Method of Sampling
Sample Element: Individuals who buy Hero Honda motor Cycles from Anas Motor Pvt Ltd. Sample Frame: Customer database. Extent: Ankleshwar & Bharuch Sample unit: Individuals (Businessman, Students, Professionals,) Sample Method: non-probability sampling, Convenience sampling method. Sample size: 100 respondents.
Survey Technique: Once the researcher has decided to go for the survey method for collecting the required Primary data. Then he should take a right decision among the various survey techniques. Then various techniques are: Personal Interview Mail survey Telephone Survey Questionnaire I have chosen the Questionnaire technique or method for the survey
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TESTING HYPOTHESES
H0: Less than 65% of the respondents are satisfied with the Anas motors H0 :< 65% H1: More than 65% of the respondents are satisfied with the Anas motors Testing Hypotheses at 5% level of significant. N=100 PH0= 65% QH0= 35%
P=60% =0.60% Standard Error = PH0 * QH0 N
0.65 * 0.35 100
0.00227
0.0476
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Zcal =
P PH0 Standard Error
0.60 0.65 0.0476
= =
- 1.050 -1.050 > -1.64 Z cal > Z tab value Accept H0 Reject H1
H0: Less than 65% of the respondents are satisfied with the Anas motors
2. To Find out the customer satisfaction level toward Hero Honda two Wheelers of Anas Motors
H0: Less than 70% of the respondents are satisfied with the Anas motors H0 :< 70% H1: More than 70% of the respondents are satisfied with the Anas motors Testing Hypotheses at 5% level of significant. N=100 PH0=70% QH0= 30%
P=69% =0.69%
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Standard Error =
PH0 * QH0 N
0.70 * 0.30 100
0.0021
0.0458
Zcal =
0.69 0.70 0.0458
= =
- 0.218 -0.218 > -1.64
Z cal > Z tab value Accept H0 Reject H1 H0: Less than 70% of the respondents are satisfied with the Anas motors
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3. To know the behavior of staff with customer
H0: Less than 55% of the respondents are satisfied with the behavior of staff with customer H0 :< 55% H1: More than 55% of the respondents are satisfied with the Anas motors Testing Hypotheses at 5% level of significant. N=100 PH0=55% QH0= 45%
P=48% =0.48% Standard Error = PH0 * QH0 N
0.55 * 0.45 100
0.002475
0.0497
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Zcal =
0.48 0.55 0.0497
= =
- 1.408 -1.408 > -1.64 Z cal > Z tab value Accept H0 Reject H1
H0: Less than 55% of the respondents are satisfied with the behavior of staff with customer
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(1)
Analysis:
From this survey 67% respondents says good, 19% respondents says Fair, 12% respondents says Excellent, 2% respondent says poor about the paid services Provided by Anas motors pvt ltd. Interpretation: From this survey come to know maximum number of respondents have satisfied with BABASAB PATILFREEPPTMBACOM Page 47
Provided Paid services by Anas motors pvt ltd. (2)
Analysis: From this survey come to know that 48% respondents says that response given by the sales executive is good and 35% says its fair,11% says its excellent and 5% say it is poor and 1% respondent say the response is very poor. Interpretation: Through come to know more people are happy with response about sales executive. BABASAB PATILFREEPPTMBACOM Page 48
(3)
Analysis: From this survey come to know that overall performance of Hero Honda two wheelers that is 44% respondents says good and 44% respondents says fair and 11% respondents says that is excellent and 1% say it is poor. Interpretation: BABASAB PATILFREEPPTMBACOM Page 49
Maximum numbers of respondents are happy to overall performance of Hero Honda.
(4)
Analysis: Even come to know that 95% respondents say that provided timely delivery of vehicles and 5% respondents says no. Interpretation: BABASAB PATILFREEPPTMBACOM Page 50
Maximum number of respondent said that anas motors provided in a timely delivery
(5)
Analysis: According to the survey come to know that 28% of the respondent have given preference mileage, 24% respondents to maintanance,13% respondents to brandname,11% respondents to price, 13% respondents to all factor,6% respondents to availability,5% respondents to local dealers goodwill. BABASAB PATILFREEPPTMBACOM Page 51
Interpretation: More number of respondents are feel that they are satisfied to mileage while buying Hero Honda two wheeler. (6)
Analysis: From the survey it reviles that 90% respondents say that is Anas motor pvt ltd available spare parts and 10% respondents says that it is not available. BABASAB PATILFREEPPTMBACOM Page 52
Interpretation: Maximum number respondents says that in Anas motors pvt ltd not available spare parts
(7)
Analysis: 60% respondents says that the service charge charged by Anas motors pvt ltd are moderate, 33% respondents says the it is low and remaining 7% respondents says that it is expensive. BABASAB PATILFREEPPTMBACOM Page 53
Interpretation: More number of respondent are satisfied with cost of service charge at Anas motors pvt ltd
(8)
Analysis: BABASAB PATILFREEPPTMBACOM Page 54
69% respondents says that they are satisfied with mileage of Hero Honda two wheelers,20% respondents are neither satisfied nor dissatisfied,5% respondents are extremely satisfied,5% respondents are dissatisfied and 1% say it is extremely dissatisfied. Interpretation: Maximum number respondents are says that they are satisfied with mileage of Hero Honda two wheelers. (9)
Analysis:
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From the survey 68% respondents says they are satisfied with the price of Hero Honda two wheelers,20% respondents neither satisfied nor dissatisfied,6% respondents are neither satisfied nor dissatisfied,5% respondents are dissatisfied and remaining 1% respondents is extremely dissatisfied. Interpretation: More number of respondent are satisfied with the price of Hero Honda two wheelers. (10)
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Analysis: The survey show that 96 % respondents are happy by service offer by them doesnt need any improvements and 4% respondents says that yes they would like to suggest for improvements in the present services offered by the Anas motors pvt ltd. Interpretation: Maximum number respondents are happy with present service offered by Anas motors pvt ltd
(11)
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Analysis: 48% respondents think that the response given by the mechanic is good,36% respondents think that it is fair.10% respondents think that it is excellent and 6% respondents think that it is poor. Interpretation: From this survey maximum number respondents are happy with the response of mechanic.
12.
Analysis: Out of 11 respondents who say the service provider by Anas motors is Excellent, 7 of them of opinion that service cost are expensive and 4 of them say service cost are moderate, out of 68% respondents who Say service provide by Anas motors is good, 56% of them are the Opinion that cost of service at Anas motors is moderate and 12 say Cost of service is low.
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. Interpretation: The above analysis shows survey that maximum numbers of Respondents are Happy with paid service and more number of respondents Are satisfied with the cost of service
13.
Analysis: Out of 11 respondents who say service provide at Anas motors is Excellent, 10 are of the opinion that mechanic responds is excellent, 1 Is of them opinion that mechanic respond is good, out of 68 respondents Who say service of Anas motors is good, 46 say that mechanic respond good and 22 say that mechanic respond is fair. Interpretation:
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Maximum numbers of respondents are satisfied with the mechanic respond and more number of respondents are happy with paid service provided by Anas motors pvt ltd.
FINDINGS
I have carried out this exercise on impact of post sale services on customer satisfaction In this study, I have tried to see whether customer are satisfied with the post sales service Provided by Anas mtors pvt ltd From this survey we can see that 19% respondents says fair,67% respondents says good,12% excellent, and 2% poor about the post sales service provided by Anas motors pvt ltd. Even we come to know that 48% respondents says that the response given by the sales executive is good and 35% respondents say its fair and 11% respondents says it is fair and 5% respondents says the response is poor. From this survey we also come to know that 44% respondents say that the overall performance of Hero Honda two wheelers is good,44% respondents says fair and 11% says it is excellent and 1% say it is poor. BABASAB PATILFREEPPTMBACOM Page 60
According to the survey we came to know that 95 % respondents says that it will provide timely delivery of vehicle and 5 % respondent says no.
From this survey we came to know that 28 % respondents have given preference to mileage,24% respondents to maintenance and 11% respondent to price,13% respondent to brand name 13% respondent to all factor and 6 % respondent to local dealer goodwill.
From this survey it reviles that 90% respondents say that Anas motor pvt ltd provided a spare parts and 10 % respondents say that it does not provide.
60% respondent say that the service charges charged by Anas motor pvt ltd are moderate, 33% respondents say that it is low and 7% respondent say it is expensive.
The survey reviles that 69% respondents say that they are satisfied with mileage of Hero Honda,20% respondents are neither satisfied nor dissatisfied,5% respondents to extremely satisfied and 5% respondents to dissatisfied and the remaining 1% respondent to extremely dissatisfied with the mileage of Hero Honda.
From this survey w can see that 68% respondents are satisfied, 20% respondents are neither satisfied nor dissatisfied and 6% respondents are extremely satisfied and 5% respondents are dissatisfied, remaining 1% respondent to extremely dissatisfied with the Hero Honda vehicles purchased at Anas Motor pvt ltd.
The survey shows that 4% respondents say yes they would like to suggest for improvement in the present service offered by the Anas motors pvt ltd and 96% respondents are happy by the services offered by them dont need any improvements.
48% respondents think that the response given by the mechanic is good,36 % respondents think that it is fair and 10% respondents think it is excellent and remaining 6% Respondents to poor.
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From this survey maximum number of people using a splendor and passion motorcycle of Hero Honda and remaining respondents are using other motorcycle.
96% of respondent given preference does not need of addition in service remaining respondent to given preference that add some services.
SUGGESTION
1. Nearly half of the respondents feel that the response of the sales executive while asking information is low. So it suggests that the behavior is also a part of the service so the staff member should behave well and maintain good relationship with the customers to improve their service quality. 2. More respondents are fair and good to overall performance. This shows that customers are neither satisfied nor dissatisfied with overall performance. So it suggests that to increase performance to satisfy the customers. 3. Maximum numbers of respondents believe that the cost of service at Anas motor Pvt Ltd is moderate and nearly half of them dont want to give their bikes for paid service because
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they did not find any difference between local garages and in their service station. So is suggesting them to give offer with regards to cost of service. 4. More number of respondents feels that the response of the mechanic regarding complaints is fair. So it suggests improving them service quality. 5 More number of respondent are believe that spare parts are not available at Anas Motors
pvt ltd so its suggest to them have to maintain inventory
CONCLUSION
From the survey it is cleared that most of the customers say that post sales service provided by Anas Motors Pvt Ltd is at satisfactory level i.e., they are neither satisfied nor dissatisfied with the service provided. To overcome this problem the company should be taken right manner for the improvement of post sale services i.e., the companys sales executive should keep in touch with the customers after delivery of the vehicles and informing the customer regarding the service due. So this helps to increase the customer satisfaction level.
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Effective service and attaining to complaints of customers immediately will satisfy them; this satisfaction will act as psychological motivation, indirectly will reflect and increase the sales of Anas Motors Pvt Ltd.
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QUESTIONNAIRE
Name and Address: _____________________________________________________ _______________________________________________________________________________ _______________________________________________________________ Telephone No: _________________________ Occupation: ___________________________ 1. Which Hero Honda vehicle do you presently own? __________________________________________________________________ 2. What is your opinion about paid services provided by Anas Motors Pvt Ltd? BABASAB PATILFREEPPTMBACOM Page 65
1 [ ] Excellent
2 [ ] Good
3 [ ] Fair
4 [ ] Poor
5 [ ] Very Poor
3. Does Anas Motors Pvt Ltd provide timely delivery of vehicle as per schedule? 1 [ ] Yes 2 [ ] No
4. How does you rate the overall performance of Hero Honda two wheeler. 1 [ ] Excellent 2 [ ] Good 3 [ ] Fair 4 [ ] Poor 5 [ ] Very Poor
5. Mention any problems with the post sale services provide by Anas Motors Pvt Ltd? ________________________________________________________________ __________________________________________________________________
6. How does the sales executive respond while asking information about vehicle? 1 [ ] Excellent 2 [ ] Good 3 [ ] Fair 4 [ ] Poor 5 [ ] Very Poor
7. What factor do you consider while buying Hero Honda two wheeler? 1 [ ] Price Availability 2 [ ] Mileage 3 [ ] Maintenance 7 [ ] All 4 [ ] Brand name 5 [ ]
6 [ ] Local Dealers Goodwill
8. Do you think all spares parts are Available in the Anas Motor Pvt Ltd? 1 [ ] Yes 2 [ ] No
9. What do you think about the cost of the service at Anas Motor Pvt Ltd? 1 [ ] Expensive 2 [ ] Moderate 3 [ ] Low
10. Are you satisfied with the mileage of the Hero Honda Two Wheelers? 1 [ ] Extremely Satisfied 4 [ ] Dissatisfied 2[ ] Satisfied 3 [ ] neither satisfied nor Dissatisfied
5 [ ] Extremely Dissatisfied Page 66
11. Are you satisfied with the price of the Hero Honda Two Wheelers 1 [ ] Extremely Satisfied 4 [ ] Dissatisfied 2 [ ] Satisfied 3 [ ] Neither satisfied nor Dissatisfied
5 [ ] Extremely Dissatisfied
12. What addition services do you demand? __________________________________________________________________ 13. Do you suggest any improvements in present services offered by Anas Motor Pvt Ltd? 1 [ ] Yes 2 [ ] No If Yes specify your suggestion_________________
14. How does the mechanic respond to your complaints? 1 [ ] Excellent 2 [ ] Good 3 [ ] Fair 4 [ ] Poor 5 [ ] Very Poor
BIBILOGRAPHY
REFERENCE BOOKS 1. MARKETING RESEARCH A.Parasuraman Dhruv. Grewal R.Krishnan Schiffman & Kanuk
2. CONSUMER BEHAVIOR WEBSITE BABASAB PATILFREEPPTMBACOM
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1. www.herohonda.com. 2. www.google.com
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A Project On Impact of Post Sales Service On Customer Satisfaction at HERO HONDA

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A study on impact of post sales service on customer satisfaction

A study on impact of post sales service on customer satisfaction

A study on impact of post sales service on customer satisfaction

A study on impact of post sales service on customer satisfaction

Hero Honda Motorcycle Ltd.

Type Founded Location Key people Industry Products Revenue Website

A study on impact of post sales service on customer satisfaction

A study on impact of post sales service on customer satisfaction

A study on impact of post sales service on customer satisfaction

This is provided by the companys over the year

1985.86 1989.90 1998.99 1999-0 2000.1 2000.2 2000.3

A study on impact of post sales service on customer satisfaction

KEY MILESTONE OH HERO HONDA

A study on impact of post sales service on customer satisfaction

A study on impact of post sales service on customer satisfaction

A study on impact of post sales service on customer satisfaction

A study on impact of post sales service on customer satisfaction

A study on impact of post sales service on customer satisfaction

KEY POLICIES AN ENVIRONMENTALLY AND SOCIALLY, AWARE COMPANY

To achieve this we commit ourselves to:

A study on impact of post sales service on customer satisfaction

A study on impact of post sales service on customer satisfaction

What is the Hero Honda Passport Scheme?

for you including attractive gifts, special

Benefits of owning a Hero Honda passport

A study on impact of post sales service on customer satisfaction

A study on impact of post sales service on customer satisfaction

A study on impact of post sales service on customer satisfaction

A study on impact of post sales service on customer satisfaction

HERO HONDA BIKES & PRICES

A study on impact of post sales service on customer satisfaction

A study on impact of post sales service on customer satisfaction

A study on impact of post sales service on customer satisfaction

A study on impact of post sales service on customer satisfaction

A study on impact of post sales service on customer satisfaction

A study on impact of post sales service on customer satisfaction

A study on impact of post sales service on customer satisfaction

SPARES FEATURES & BENEFITS:

A study on impact of post sales service on customer satisfaction

A study on impact of post sales service on customer satisfaction

buy by cash or would go in the finance assistance. In the latter case,

offer the service of

A study on impact of post sales service on customer satisfaction

A study on impact of post sales service on customer satisfaction

AWARDS & ACCOLADES:

A study on impact of post sales service on customer satisfaction

A study on impact of post sales service on customer satisfaction

ANAS MOTOR PROFILE

A study on impact of post sales service on customer satisfaction

Spares In charge store

Service Works manager

Sales room in charger

Sales room executive

Spares executive Working Boys Helper BABASAB PATILFREEPPTMBACOM Page 33

A study on impact of post sales service on customer satisfaction

A study on impact of post sales service on customer satisfaction

SERVICE & REPAIR DEPARTMENT

Head Mechanics M/C C M/C C

A study on impact of post sales service on customer satisfaction

RTO work department

Spare part department:

Account & Billing department:

A study on impact of post sales service on customer satisfaction