Infinity Management & Engineering College Sagar (M.P)..

A PROJECT REPORT ON CUSTOMER AWARENESS AND SATISFACTION SURVEY HERO MOTO CORP

Submitted by: Abhishek vishvkarma M.B.A. IInd SEM 31th Batch

Under the Guidance of Prof. ashfaq siddqui HOD IMEC Sagar

Dr. Hari Singh Gaur Vishwavidhalaya Sagar (M.P. Session 2011-13

INFINITY MANAGEMENT & ENGINEERING COLLEGE SAGAR (M.P.)

CERTIFICATE
Dated...............

This is to certify that Mr. Abhishek Vishvkama is the student of Department of Management Studies, Infinity Management & Engineering College, Sagar, (M.P) completed his project on the topic Customer awareness and satisfaction survey on Hero Motocorp under my guidance. He has done this project by himself. I wish him success in future.

Prof. Ashfaq siddqui

The Project Report Titled Customer awareness and satisfaction survey on Hero Motocorp From Infinity Management & Engineering College, Sagar, During 2011-13 Prepared by Abhishek Vishvkarma Under the Guidance & Supervision of Dr.Anil mishra For the partial fulfillment of the degree of Master of Business Administration in satisfactory in respect of :1. 2. 3. 4. COMMENTS BY: Contents & Presentation of the subject matter Language Embodies the original work of the candidate Submission in with in SUPERVISOR HEAD OF THE Department EXAMINER

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ACKNOWLEDGEMENT I owe a great many thanks to a great many people who helped and supported me for completion of this project. My deepest thank to Dr. Anil mishra the Guide of the project for guiding and correcting various documents of mine with attention and care. He has taken pain to go through the project and make necessary correction as and when needed. I express my thanks to the Head Department of Management Studies Prof. Ashfaq siddqui for extending his support. I would also thank my Institution and my faculty members without whom this project would have been a distant reality. I also extend my heartfelt thanks to my family and well wishers.

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PREFACE

It is a matter of great satisfaction and privilege for me to work on "Customer Awareness and Satisfaction survey on Hero Motocorp from Infinity Management & Engineering College, Sagar, during . I am extremely happy to submit it before the loveable teacher. It is not only helped me to get information from customer but also helped me to take better decision in future. I send questionnaire to the customers and they not only give me the information but also help me to complete my project work The main aim of analysis of Customer Awareness and Satisfaction survey on Hero Motocorp is to get information about the SWOT analysis company. I have tried my best to expose the truth in my project and reality regarding my survey and understanding particular way of working. This report is prepared on the basis of answering the questionnaire by the consumers with the help of Internet. I used statistical representation graphs; pie diagram and I also include some secondary dates as available on the basis of these data.

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EXECUTIVE SUMMARY These days organizations are looking forward to obtain competitive edge over their competitors through highly developed employee skills, distinctive organizational cultures, management processes and systems which are in contrast to traditional emphasis on transferable resources such as equipment that can be purchased any time by the competitors. In Hero Motocorp Ltd. also much work is done to develop the Marketing competencies so as to have better results. In this context a part from the various departments the Marketing sales department has got a crucial role to play. In my study I have tried to study of CUSTOMER AWARENESS AND SATISFACTION ON HERO MOTOCORP . For this I had to go to different bike user and find out what actually they think of the services given by the company. Similarly as a part of my schedule, I not only analyzed the SWOT analysis for HERO MOTOCORP but also got a chance to meet different Customers and know what the problems they are facing. I also analyzed the. The second part consists of data and their analysis, collected through a survey done on people. It covers the topic of CUSTOMER AWARENESS AND SATISFACTION ON HERO MOTOCORP. The data collected has been well organized and presented. Hope the research findings and conclusions will be of use. It has also covered why people are not happy with the service provided by the distributing Agencies. The advisors can take further steps to approach more and more people and indulge them for taking their advices. The whole task was manual and interactive, giving me a chance to have a word with the customers. ABHISHEK VISHVKARMA MBA-IInd SEMESTER

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OBJECTIVE OF PROJECT There is a proverb "Well begin is half done" before giving the proper shape of our project, it is very important to fix our objectives. It will help to identify what data are needed or required to get our work done it will also help to keep us away for collecting the unusual data so the objectives are very important part of our brief survey. The main objectives of this project are following1. 2. 4. 5. 6. 7. 8. 9. 10. To collect information from the market on bikes. To know the satisfaction level of the costumers. To know the information of company. To know the strength of company. To identify the other product who run in the market To know structure of the company. To know the weakness. To compare our product to the competitors. To know the Customer Awareness and Satisfaction on Hero

Motocorp .

SCOPE OF THE STUDY The main scope of this study is to ascertain the effectiveness of channel of distribution and various methods to increase the sales volume of the concern. The methods include regular information to the buyers creating a brand position in the market and taking measures to make the brand remain in its position. One of the important aspects of this study is also to increase the market segment for the product.

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SCOPE OF THE REPORT - Provides all the crucial information on Hero Motocorp Limited required for business and competitor intelligence needs - Contains a study of the major internal and external factors affecting Hero Motocorp Limited in the form of a SWOT analysis as well as a breakdown and examination of leading product revenue streams of Hero Motocorp Motors Limited -Data is supplemented with details on Hero Motocorp Limited history, key executives, business description, locations and subsidiaries as well as a list of products and services and the latest available statement from Hero Motocorp Limited

INTRODUCTION OF INDUSTERY Throughout the centuries man has striven to expand his capabilities through the use of machine. His ever inventive mind has constantly devised ways to use tool to increase his abilities to explore the world around him. To go faster, deeper, higher further than before. Coupled with his need to find new thrills, new adventures and new modes of transportation, the invention refinement of the motorcycle seems an inevitable out come. It would seem that Michelangelo conceived of the bicycle as early 14th century. And his drawing shows a remarkable resemblance to he modern day bike. It had wheels of similar size and even pedals and chain. Albeit without any apparent means of steering. Through never built, it was a remarkably clever design, and early bicycle makers would have done well to study his concepts, there have, in fact been 4 machines built based on his drawing, attesting to the viability of his design. It wasnt until 1869 that the first serious attempts were made to produce motor driven bicycles. These very first were powered by steam, and driven by leather belts or as in the case of the roper steam velocipede of 1869 by a system of levers attached to a crank on the driven wheel.
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In 1885 the Daimler, Europe this is consider by many as the first true motorcycle or motor bicycle, as it was the first to employ an internal combustion engine and was designed from the ground up to be motor powered. Designed by gottlibe Daimler it was INTRODUCTION OF INDUSTERY Throughout the centuries man has striven to expand his capabilities through the use of machine. His ever inventive mind has constantly devised ways to use tool to increase his abilities to explore the world around him. To go faster, deeper, higher further than before. Coupled with his need to find new thrills, new adventures and new modes of transportation, the invention refinement of the motorcycle seems an inevitable outcome. It would seem that Michelangelo conceived of the bicycle as early 14th century. And his drawing shows a remarkable resemblance to the modern day bike. It had wheels of similar size and even pedals and chain. Albeit without any apparent means of steering. Through never built, it was a remarkably clever design, and early bicycle makers would have done well to study his concepts, there have, in fact been 4 machines built based on his drawing, attesting to the viability of his design. It wasnt until 1869 that the first serious attempts were made to produce motor driven bicycles. These very first were powered by steam, and driven by leather belts or as in the case of the roper steam velocipede of 1869 by a system of levers attached to a crank on the driven wheel. In 1885 the Daimler, Europe this is consider by many as the first true motorcycle or motor bicycle, as it was the first to employ an internal combustion engine and was designed from the ground up to be motor powered. Designed by gottlibe Daimler it was horse powers. Note this design again employed wooden wheels and Daimler dropped the twist grip controls from his 1877 design in favor of leavers on the frame. powered by an Otto cycle engine producing about

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In 1894 Hildebrand and Wolf Muller France Worlds first production motorcycle. It came with a 1428 cc water cooled four- stroke motor producing 2.5 bhp. And speed of 25 mph. In 1898 orient-Aster, USA the American made production motorcycle was this entry built by the Metz Company, in Waltham, mass, it used an aster engine that was a French copy of the Metz Company, in Waltham, mass.

COMPANY PROFILE Hero is the brand name used by the Munjal brothers for their flagship company Hero Cycles Ltd. A joint venture between the Hero Group and Honda Motor Company was established in 1984 as the Hero Motocorp company, India. During the 1980s, the company introduced motorcycles that were popular in India for their fuel economy and low cost. A popular advertising campaign based on the slogan 'Fill it - Shut it - Forget it' that emphasized the motorcycle's fuel efficiency helped the company grow at a double-digit pace since inception. Hero Motocorp has three manufacturing facilities based at Dharuhera and Gurgaon in Haryana and at Haridwar in Uttarakhand. These plants together are capable of churning out 3.9 million bikes per year.[citation needed] Hero Motocorp 's has a large sales and service network with over 3,000 dealerships and service points across India. Hero Motocorps customer loyalty program,[clarification needed] the Hero Motocorp Passport Program, claims to be one of the largest programs of its kind in the world with over 3 million members. The 2006 Forbes 200 Most Respected companies list has Hero Motocorp Motors ranked at 108.

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HISTORY India became the second largest two wheeler manufacturer in the world and starting in the 1950s with the Automobile Products of India (API) that manufactured the Lambrettas and Bajaj Auto Ltd. with its association with Piaggio of Italy (manufacturer of Vespa scooters) as the largest manufacturers within the country.[citation needed] The license raj that existed between 1940s to 1980s in India did not allow foreign companies to enter the market and imports were tightly controlled. This regulatory maze, before the economic liberalization, made business easier for local players to have a sellers market.[neutrality is disputed] Customers in India were forced to wait up to 12 years to buy a scooter from Bajaj. The CEO of Bajaj commented that he did not need a marketing department, only a dispatch department. By the year 1990, Bajaj had a waiting list that was twenty-six times its annual output for scooters.[citation needed] The motorcycle segment had the same long wait times with three manufacturers: Royal Enfield, Ideal Jawa, and Escorts. Royal Enfield made a 350cc Bullet with the only four-stroke engine at that time and took the higher end of the market but there was little competition for their customers. Ideal Jawa and Escorts took the middle and lower end of the market respectively.[citation needed] In the mid-1980s, the Indian government regulations changed and permitted foreign companies to enter the Indian market through minority joint ventures. The two-wheeler market changed with four Indo-Japanese joint ventures: Hero Motocorp , TVS Suzuki, Bajaj Kawasaki and Kinetic Motor Company (Kinetic Honda). The entry of these foreign companies changed the Indian market dynamics from the supply side to the demand side. With a larger selection of two-wheelers on
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the Indian market, consumers started to gain influence over the products they bought and raised higher customer expectations. The industry produced more models, styling options, prices, and different fuel efficiencies. The foreign companies new technologies helped make the products more reliable and with better quality. Indian companies had to change to keep up with their global counterparts.[citation needed] DIVERSIFICATION The Group Chairman, Mr. Brij Mohan Lall Munjal has actively looked at diversification. A considerable level of vertical integration in its manufacturing activities has been present in the Group's growth and led to the establishment of the Hero Cycles Cold Rolling Division, Munjal and Sunbeam Castings, Munjal Auto Components and Munjal Showa Limited amongst other component-manufacturing units. Expansion into the automotive segment started with the setting up of Majestic Auto Limited, where the first moped designed entirely in India, Hero Majestic, went into commercial production in 1978. Hero Motors, in collaboration with Steyr Daimler Puch of Austria introduced the which introduced another moped, the Hero Puch, in 1980. Hero Motocorp Motors was established in 1984 to manufacture 100 cc motorcycles. The Hero Group also plans to expand into other segments like exports, financial services, information technology, insurance and telecommunication.

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CORPORATE PROFILE Hero Motocorp Motors Ltd. is the world's largest manufacturer of two wheelers, based in India. The company is a joint venture between India's Hero Group and Honda Motor Company, Japan that began in 1984. In 2001, the company achieved the coveted position of being the largest twowheeler manufacturing company in India and the World No.1 two-wheeler company in terms of unit volume sales in a calendar year by a single company. Hero Motocorp has retained that coveted position till date.

Today, every second motorcycle sold in the country is a Hero Motocorp bike. Every 30 seconds, someone in India buys Hero Motocorp 's top-selling motorcycle Splendor.

VISION The Hero Motocorp story began with a simple vision the vision of a mobile and an empowered India, powered by Hero Motocorp . This vision was driven by Hero Motocorp s commitment to customer, quality and excellence, and while doing so, maintaining the highest standards of ethics and societal responsibilities. Hero Motocorp believes that the fastest way to turn that dream into a reality is by remaining focused on that vision.

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STRATEGY Hero Motocorp s key strategy has been driven by innovation in every sphere of activity building a robust product portfolio across categories, exploring new markets, aggressively expanding the network and continuing to invest in brand building activities.

MANUFACTURING Hero Motocorp bikes are manufactured across three globally benchmarked manufacturing facilities. Two of these are based at Gurgaon and Dharuhera which are located in the state of Haryana in northern India. The third and the latest manufacturing plant is based at Haridwar, in the hill state of Uttrakhand.

TECHNOLOGY In the 1980s Hero Motocorp pioneered the introduction of fuel-efficient, environment friendly four-stroke motorcycles in the country. Today, Hero Motocorp continues to be technology pioneer. It became the first company to launch the Fuel Injection (FI) technology in Indian motorcycles, with the launch of the Glamour FI in June 2006.

PRODUCTS Hero Motocorp 's product range includes variety of motorcycles that have set the industry standards across all the market segments. The company also started manufacturing scooter in 2006. Hero Motocorp offers large no. of products and caters to wide variety of requirements across all the segments.

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DISTRIBUTION The company's growth in the two wheeler market in India is the result of an intrinsic ability to increase reach in new geographies and growth markets. Hero Motocorp 's extensive sales and service network now spans close to 4500 customer touch points. These comprise a mix of authorized dealerships, Service & Spare Parts outlets, and dealer-appointed outlets across the country. BRAND The company has been continuously investing in brand building utilizing not only the new product launch and new campaign launch opportunities but also through innovative marketing initiatives revolving around cricket, entertainment And ground- level activation. Hero Motocorp has been actively promoting various sports such as hockey, cricket and golf. Hero Motocorp was the title sponsor of the Hero Motocorp FIH Hockey World Cup that was played in Delhi during Feb-March 2010. Hero Motocorp also partners the Commonwealth Games Delhi 2010. HERO MOTOCORP 'S MISSION Hero Motocorp s mission is to strive for synergy between technology, systems and human resources, to produce products and services that meet the quality, performance and price aspirations of its customers. At the same time maintain the highest standards of ethics and social responsibilities. This mission is what drives Hero Motocorp to new heights in excellence and helps the organization forge a unique and mutually beneficial relationship with all its stake holders. HERO MOTOCORP 'S MANDATE Hero Motocorp is a world leader because of its excellent manpower, proven management, extensive dealer network, efficient supply chain and world-class products with cutting edge technology from Honda Motor Company, Japan. The teamwork and commitment are manifested in the highest level of customer satisfaction, and this goes a long way towards reinforcing its leadership status.
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BOARD OF DIRECTORS No. 1 2 3 4 5 6 7 8 9 Name of the Directors Mr. Mr. Brijmohan Lall Munjal Mr. Pawan Munjal Mr. Toshiaki Nakagawa Mr. Sumihisa Fukuda Mr. Om Prakash Munjal Mr. Sunil Kant Munjal Mr. Masahiro Takedagawa Mr. Satoshi Matsuzawa (Alternate Director to Mr. Takashi Nagai) Mr. Pradeep Dinodia Non-executive & Independent Director Non-executive & Independent Director Non-executive & Independent Director Non-executive & Independent Director Non-executive & Independent Director Non-executive & Independent Director Non-executive & Independent Director Non-executive & Independent Director Designation Chairman & Whole-time Director Managing Director & CEO Joint Managing Director Technical Director Non-executive Director Non-executive Director Non-executive Director Non-executive Director

10 Gen.(Retd.) V. P. Malik 11 Mr. Analjit Singh 12 Dr. Pritam Singh 13 Ms. Shobhana Bhartia 14. Mr. Meleveetil Damodaran 15. Mr. Ravi Nath 16. Dr. Anand C. Burman

BRIEF PROFILE OF DIRECTOR MR. MR. BRIJMOHAN LALL MUNJAL Mr. Mr. Brijmohan Lall Munjal is the founder Director and Chairman of the Company and the $ 2.8 billion Hero Group. He is the Past President of Confederation of Indian Industry (CII), Society of Indian Automobile anufacturers (SIAM) and was a Member of the Board of the Country's Central Bank (Reserve
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Bank of India). In recognition of his contribution to industry, Mr. Lall was conferred the Padma Bhushan Award by the Union Government. Mr. Mr. Brijmohan Lall Munjal is currently on the board of the following companies: No. 1 2 3 4 5 6 7 8 Name of Company Hero Motocorp Motors Limited Hero Cycles Limited Hero Motocorp Finlease Limited Munjal Showa Limited Sunbeam Auto Limited Easy Bill Limited Munjal Auto Industries Limited Shivam Autotech Limited Nature of Office Chairman and Whole-time Director Chairman and Director Chairman and Director Chairman and Director Chairman and Director Director Director Director

KEY POLICIES

AN ENVIRONMENTALLY AND SOCIALLY, AWARE COMPANY At Hero Motocorp , 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 Motocorp takes a stand as a socially responsible enterprise respectful of its environment and respectful of the important issues. Hero Motocorp has been strongly committed not only to environmental conservation programmes but also expresses the increasingly inseparable balance
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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. "We must do something for the community from whose land we generate our wealth". A famous quote of our Worthy Chairman Mr.Mr. Brijmohan Lall Munjal. ENVIRONMENT POLICY We at Hero Motocorp corporate To achieve this we commit ourselves to:

are committed to demonstrate excellence in our philosophy.

environmental performance on a continual basis, as an intrinsic element of our

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 "alara" (as low as reasonably achievable). Institutionalize resource conservation, in particular, in the areas of oil, water, electrical energy, paints and chemicals. Enhance environmental awareness of our employees and dealers / vendors, while promoting their involvement in ensuring sound environmental management.

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QUALITY POLICY Excellence in quality is the core value of Hero Motocorp '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 Motocorp 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 contractors. Continuous improvements in safety performance through precautions besides participation and training of employees.

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PRODUCT OF HERO MOTOCORP Hero Motocorp Achiever When Hero Motocorp decided to manufacturer Achiever, it picked cues in quantity from its Ambition and Unicorn models. Achiever bears a striking resemblance to the Ambition model when it comes to overall appearance.
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Hero Motocorp CD Dawn CD Dawn is a value-for-money bike, good for people who need a bike to get to office daily and return home. The bike is available in unique suspension, which smoothens and absorbs the bumps on uneven roads and provides riding comfort.

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Hero Motocorp CD Deluxe Keeping in line with the market trend of launching upgraded versions of entry-level 100cc bikes, Hero Motocorp came up with CD Deluxe. A polished version of CD Dawn, it resembles the CD-Dawn in every respect barring the frontal appearance and the snazzy new decals on the bike's body panels.

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Hero Motocorp Glamour Equipped with all market friendly features, it is the bike for every kind of customers and with different choices. Super Splendor and Glamour is the same bike with different looks. The bike performs well and shows excellent road behavior.

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Hero Motocorp Glamour-Fi The Hero Motocorp Glamour-Fi is a path breaker in Indian two-wheeler industry for its fuel-injection technology. This technology offers superior and consistent engine performance with improved drivability, lower emissions, better fuel economy and extended engine life.
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Hero Motocorp Karizma Hero Motocorp Karizma is a sporty bike with updated technological inputs which makes it favorite among bike enthusiasts. This top-end bike from the Hero

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Motocorp stable targets the niche section of customers who prefer performance to economy.

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Hero Motocorp Passion Plus Hero Motocorp upgraded their Passion model to introduce it as Passion Plus. The refurbished version has a wider pillion grip, body colored mirrors, two tone colors, and white dial instrument cluster. Passion Plus is similar to other 100cc bikes of Hero Motocorp .

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Hero Motocorp Pleasure Pleasure is an effort by Hero Motocorp to gain a foothold in scooter market. And it is encouraging. Presented with a catchy punch line of Priyanka Chopra, why should boys have all the fun" the Hero Motocorp Pleasure scooterette has been unveiled targeting the young lady riders.

+Hero Motocorp Super Splendor

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Hero Motocorp Super Splendor is among the most popular bikes in the world. A range of useful features make it a favorite of average commuter. An executive segment motorcycle, it has been produced keeping the office-goers in mind.

RESEARCH METHODOLOGY

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 RESEARCH: It is putting an endeavor in the systematic enquiry for finding out the relationship between the facts & to deduce broad principles or laws through objective variable method.
RESEARCH METHODOLOGY:

It tells the method for doing research. It mainly consist of following main steps 1. 2. 3. 4. 1. Developing research design. Determining the data collecting method. Developing a sampling plan Conducting fieldwork.

Research Design: A research designing is a preconceived scheme or blue prints fallowed in

completing the formal investigation, it provides the framework within which the researcher is worker. The formulation of sound research design is dependent on the problems identified. It mainly calls for decisions on research approaches. Research Approaches Research is basically of two types 1. 2. Exploratory Conclusive

Exploratory

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It is a research done primarily to develop & understand new hypothesis to cover all possible outcomes. The main emphasis in the research is not only to gain familiarity with the phenomena, but also the discovery of ideas and achieving new insights into it. Conclusive Research It is a research which is a systematic collection of information needed, its analysis & findings as per research objectives its essentially fallows the exploratory research. Sampling plan It is a determined the type of respondents and their no. from where researcher has to collect the data. This plan calls for four decisions Sampling Unit Sample Size Sampling Procedure Medium for collection sample Sampling Unit: In this the research designs the target population that will be sampled once the sampling unit is determined sampling frame has to be prepared so that each and every one in the target population has an equal chance of being sampled.

Sample Size:
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In this, researcher determines the numbers of retailers and distributors to be surveyed. Sampling Procedure The selection of units from sampling frame is the process of sampling. There are mainly two types of sampling approaches. Probability Sampling Non Probability Sampling Probability Sampling In this method every unit in the sampling frame has an equal or known chance of being included in the sample. Non-Probability Sampling The chance that a sampling unit would be selected to be including in a sample can't be estimated. Medium for Collection Sample In this the researcher determines the method through which the subject should be contacted. This include following three methods 1. 2. 3. 2. Mail questionnaire Telephone Interview Personal Interview

Data Collection Method The task of data collection being after a researcher problem has been defined

& research chalked out. Type of Data 1. 2. 1. Primary Data Secondary Data

Primary Data -There are two methods.

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 Questionnaire method or survey method. Observation Method. Personal Interview 2. Secondary Data It is the data, which has already been collected by & has been passed through the statistical process and which is study researcher has presently undertaken these data someone else

applicable or usable in the external parties.

provide both published & unpublished information, which is readily available with

RESEARCH DESIGN
Research methodology is a way to systematically do the job. It may be understood as a science of studying how research is done scientifically. The most desirable approach with regards to the selection of the research methodology depends on the nature of particular work, time and resources available along with the desire level of accuracy. Research type Data Collection Method Sampling unite Research Approach Type of Questionnaire Sample Sizes Total no. of respondents Medium for collecting sample 1. Contact Method Duration of Field Work : Conclusive (Descriptive) : Primary and Secondary Source : Retailer and Distributors : Questionnaire and Telecolling : Structured : 45 : 45 : Judgmental : Personal Interview :

Data Analysis and Interpretation

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SALES OF HERO MOTOCORP IN RURAL AREA AND URBAN AREA In the survey of rural as well as urban area, it is found that in rural area the sales of Hero Motocorp is less but in urban area it gives very existing results. This may be because of the conditions of roads there. Area Urban Rural
80 70 60 50 40 30 20 10 0 % ofres pondents

% respondents 72 28

of

Urba n R l ura

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FAMILY INCOME OF RESPONDENTS The income distribution of the families of respondents shows that the bike, which was considered earlier to be out range for middle class families is now becoming very fast an article for them. Family income % (Rs.) 5000-10000 10000-15000 15000-20000 Above 20000 of Responses 10 46 36 08

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PERSONS WHO KNOW TO DRIVE BIKE Almost every person know how to drive a bike (in my survey). Responder Driving known Driving not known % of respondents 96 04

FACTOR PROMPT TO BUY HERO MOTOCORP

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It should the states that the performance is the most important factor followed by look. The possible combination and corresponding number of respondents are shown in the table below: Features % of respondents Performance 68 Look 11 Availability 5 Price 1 Maintenance 4 Brand image 5 After sales 6 services

HOW DID THE RESPONDENT CAME TO KNOW ABOUT THE BIKE

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The best media of advertisement (according to which the respondents came to know about the bike) is the ads on the television, friends and magazine are the other sources. Only 2% of them came to know through hoardings. Medium advertisement Television Magazine Friends Hoardings Others of % of

Respondents 46 36 14 02 02

DECISION INFLUENCED BY Maximum no. of respondents have taken decision to buy the bike on their own. After that their friends and parents influenced them.
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Influencer Self Parents Friends Relatives Other

% of respondents 54 16 18 08 04

BIKE PREVIOUSLY USED More than 60 % were using Hero Motocorp CD 100ss bikes. They were followed by Yamaha RX 100 and very little have chosen other bikes. Previously used Hero Motocorp % of Respondents CD 62

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100 Yamaha RX 100 Other

32 06

ANALYSIS
Initial Quality Study of Two Wheelers in India
Something to Ponder over Which model of Motor Cycle would you recommend to your dear friend? Does the basic reliability of two wheeler measure up to the promises made by the manufacturer.....?
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Where exactly is the quality lacking.....? Are buyers happy with the quality they get......? What is the trend over the years.....? Would they buy the same model again or mare importantly from the manufacturers point of view.....would they advise their friends to buy it...? So let the people know just how the two-wheelers fared on the road....

SWOT ANALYSIS STRENGTHS:

Hero Motocorp introduced First stroke bike in the Indian market. Hero Motocorp gives 80 km/liter Average.

Huge sale network (3500 Dealers). Better sales services. It has the highest share in auto mobile sector. It has a good brand image. It gives better service for customers. Best customer performance. Debt equity ratio is only 0.1.

WEAKNESS:
Suppode to be very sophisticated. Not fit for ruler India. They have big gap between cubic capacities of its products. Its markets share is reducing from .last few years.
Spare parts are too costly.

OPPORTUNITIES:
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 Hero Motocorp s the first manufacture to lanch eco friendly bikes with 4-

stroke engines. They have attained a stronger good will and popularity in the industry and the customers. They should go in new segments of bikes. There is large no. of young consumers in the market. Company has to focus on them.
Manufacture have great opportunities to explore its new innovations and

technologies.

TREATS:
Main threats to Hero Motocorp are their competitors likes:-

Bajaj Auto Ltd. TVS motors Ltd. Yamaha Motors India. Honda motorcycle and scooter India.
The cost of the product is very high in comparison to other companies.

Decreasing market share. Costumer view

FINDING AND CONCLUSION

It is clear from the report that Hero Motocorp Motor is facing cutthroat competition; hence the companys manager has to be fast and smart so as to understand the customers needs. They have to come up with various new techniques or schemes to be able to cater to different categories of people. Customer are becoming more wise day by day and they are now willing to know all the in and out of the things happening around them. This has led to increased customer awareness.

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We can analyze that if the brand is reputed that doesnt win the customers delight unless its provided same value-added features or else we can say competitive advantage. For gaining a comparative advantage it has to continuously compare the product and services with the competitors and find the weak area of the rivals for gaining competitive advantage.

Survey revealed that awareness of Hero Motocorp Motors is low among its targets segment for creativity awareness. The company has to take some keen step for promotional activity.

The company should regularly send the sales person who have good communication skill to the customers so that they should be aware about the product and services in the market and know the quality of the services offered by the company.

Factor prompts to buy Hero Motocorp

Performance.

Look. Availability.
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 Price. Maintenance. Brand image. After sales services. Future value. Advertisement. Television Magazine Friends Hoardings Other

BIBLIOGRAPHY

INFINITY MANAGEMENT & ENGINEERING COLLEGE SAGAR (M.P.)

BOOKS Marketing Management Marketing Research Organizational BehaviorsMAGAZINE Business Today Advertising & Management Free Press journal NEWSPAPERS Economic Times Hindustan Times Financial express Business standard Phillip Kotler Tull & Hawkins C.B. Memeriya

1.Do you have any bike in your house? 1) Yes 2.Which one is your first choice? a) Hero Motocorp d)Honda e)TVS b) Bajaj f) Suzuki c) Yam 2) No

INFINITY MANAGEMENT & ENGINEERING COLLEGE SAGAR (M.P.)

3.How did you come to know about Hero Motocorp ? a) To Friends Sources b) To Advertisements c) To Other

4.Which are the factors do you like in Hero Motocorp ? a) Performance d) Less maintenance
5. How many users of Hero Motocorp in your knowledge?

b) services after sales

c) Less costly

a) Less than 30%

b) 30% - 70%

b) More than 70%

6. Have you take benefits of any scheme offered by Hero Motocorp ?

a) YES

b) NO

7. Which service you like most in Hero Motocorp ? a) Fuel efficiency b) Good Service provided after sales

c) Less maintenance demand 8. According to you, is Hero Motocorp No. 1 in India? a) Yes 9. b) No

What do you like about Hero Motocorp products and services and how

we add value to its business? a) YES b) NO

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10.

Any suggestion for Hero Motocorp

In the next 3-5 years how do you expect bike to change?

Please tick the appropriate box to indicate your degree of satisfaction. Where: 1 = Excellent, 2 = Good, 3 = Satisfactory, 4 = Poor TOPIC 1 2 3 4 Comments / Suggestions RESPONSIVENESS: How do you rate Hero Motocorp responsiveness in dealing with you? : 1 = Excellent, 2 = Good, 3 = Satisfactory, 4 = Poor PROFESSIONALISM: How do you rate Hero Motocorp dealing with you? : 1 = Excellent, 2 = Good, 3 = Satisfactory, 4 = Poor TECHNICAL SUPPORT: If you received any technical support, how do you rate the technical competence of Hero Motocorp engineers and their response time? : 1 = Excellent, 2 = Good, 3 = Satisfactory, 4 = Poor PRODUCT QUALITY: How do you rate Hero Motocorp products and services and did they meet your needs and expectations regarding quality and performance : 1 = Excellent, 2 = Good, 3 = Satisfactory, 4 = Poor DELIVERY: How do you rate Hero Motocorp delivery on time performance and our commitment to meet your delivery expectations? : 1 = Excellent, 2 = Good, 3 = Satisfactory, 4 = Poor COMPETITIVENESS: How do you rate the competitiveness of Hero Motocorp products and do they represent best value for total cost of lifetime ownership? : 1 = Excellent, 2 = Good, 3 = Satisfactory, 4 = Poor QUALITY: How do you rate Hero Motocorp approach to quality management to ensure complete customer satisfaction? : 1 = Excellent, 2 = Good, 3 = Satisfactory, 4 = Poor professionalism in

INFINITY MANAGEMENT & ENGINEERING COLLEGE SAGAR (M.P.)

What do you like about Hero Motocorp products and services, and how we add value to your business? Please give as many examples as you can. ANSWER What do you dislike about Hero Motocorp products and services, and how we add value to your business? Please give as many examples as you can. ANSWER What could you buy from us but choose to buy from a different supplier? What are the factors influencing your decision? ANSWER How thoroughly do you believe we understand your business and are able to add value to you? ANSWER What would we need to do to satisfy your requirements even more? ANSWER Do you measure our performance internally and how does Capek rate? ANSWER Would you be prepared to recommend Coptic to others? ANSWER Would you be prepared to provide a statement for use in our literature? ANSWER How will we have to respond for you to remain a customer and grow our business together and what do we need to do to support you in this process? ANSWER

INFINITY MANAGEMENT & ENGINEERING COLLEGE SAGAR (M.P.)

QUESTIONNAIRE

NAME: - CONTACT NO . AGE:- 15-20 20-25 25-30 Above 30

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OCCUPATION:-

Businessman

Employee

Student

Other

Q1) Which Bike do you have?

(a)

Hero Motocorp

(b) Bajaj

(c) TVS

Q2) Which Model do you have? Hero Motocorp : - Splendor Bajaj: TVS:CT 100 Flame Passion Discover Apache Karizma Pulsar Star city Other Other Other

Q3) In which Family Income do you Fall? (a) Less than 100000 (d) 300000-400000 (b) 100000-200000 (e) Above 400000 (c) 200000-300000

Q4) For how long do you own a Bike?

(a) 0-1 year

(b) 1-2 year

(c) 2-3 year

(d) above 3 years Q5) For what purpose do you use your Motor Bike? (a) Office Purpose (b) Personal Purpose (d) Other Q6) How do you come to know about this Motor Bike?
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(c) Joy Purpose

(a)Newspaper (d) Friends/Relatives

(b) Television

(c) Magazines

Q7) Are you satisfied with the performance of the bike that you are currently having? (a)Yes (b) No (c) Cant says

Q8) Does Advertisement Influence your decision in choosing a Motor Bike? (a)Yes (b) No (c) Cant says

Q9) Do you have full knowledge about Bikes before buying? (a)Yes (b) No (c) Cant says

Q10). Which factor below influence your decision?

(a) Price

(b) Mileage (e) Status Symbol

(c) Quality

(d) Resale Value

Q11) How would you rate the following factors of bikes with respect to different companies? (Write 1, 2, 3 or I, II, III or a, b, c) Hero Motocorp Mileage Price Pick up Maintenance Look/Shape
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Bajaj

TVS

Brand Image Q12) If new bike with good feature comes in, then would you like to change your bikes? (a)Yes (b) No (c) Cant says

Q13) Any Suggestions for Company Date: (Signature)

DECLARATION BY THE CANDIDATE

Dated: ............. I declare that the project report titled Career Profile of MBAs From Infinity Management & Engineering College, Sagar, (M.P) During 2 year is my own work conducted under the supervision of the Department of Business Management, Infinity
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Management & Engineering College, Sagar, (M.P). To the best of my knowledge the report does not contain only work, which has been, submitted for the award of my degree anywhere.

Signature of the student ABHISHEK VISHVKARMA Name of the student

CONTENTS

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Certificate Declaration Acknowledgement Preface Contents Objective of project Industry introduction Company Profile Research Methodology

:------------------------------------ 01 :------------------------------------ 02 :------------------------------------ 03 :------------------------------------ 04 :------------------------------------ 05 :------------------------------------ 07 :------------------------------------ 08 :------------------------------------ 10 :------------------------------------ 30

Data Analysis and interpretation :----------------------------------- 34 Swot analysis Finding & conclusion Bibliography Questionnaire :------------------------------------ 41 :------------------------------------ 43 :------------------------------------ 45 :------------------------------------ 46

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