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CUSTOMER PERCEPTION
INDEX
TABLE OF CONTENTS
CHAPTER
CONTENTS
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INTRODUCTION TO MARKETING 1.1 MEANING 1.2 DEFINATION 1.3 PERCEPTION 1.4 PERCEPTION DEFINATION 1.5 CUSTOMER PERCETION 1.6 CONCEPT OF PERCEPTION 1.7 EXTERNAL FACTORS & INTERNAL 1.8 FACTORS 1.9 EXTERNAL FACTORS & INTERNAL 1.10 ATTENTION 1.11 INTENSITY & SIZE 1.12 POISITION 1.13 CONSTRAST 1.14 MOVEMENT 1.15 INTERNAL FACTORS 1.16 THE PERCEPTIONAL PROCESS 1.17 PERCEPTIONAL MECHANSIM 1.18 PERCEPTONAL SELECTION 1.19 PERCEPTIONAL ORGINISATION 1.20 GROUPING 1.21 PERCEPTON CLOSUER
2 2.1 2.2 2.3 3 3.1 3.2 3.3 4 5 5.1 5.2 5.3 5.4 5.5 5.6 5.7 6 6.1 7 7.1 7.2 8 8.1 13 13.1 13.2 13.3
2.1 IMPORTANCE & NEED FOR STUDY 2.2 OBJECTIVES OF STUDY 2.3 SOURCE OF DATA 2.3.1 PRIMARY DATA
Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI
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CUSTOMER PERCEPTION 2.3.2 SECONDARY DATA 2.4 SAMPLING 2.4.1 TOTAL POPULATION 2.5 SAMPLING TECHNIQUE 2.6 LIMITATION OF STUDY 2.7 STATISTICAL TECHNIQUE 2.7.1 QUESTIONNAIRE 2.7.2 PERCENTAGE 2.7.3 CHARTS 14 14.1 14.2 14.3 14.4 15 15.1 15.2 15.3
INDEX
COMPANY PROFILE 3.1 COMPANY HISTORY 3.2 COMPANY DEVELOPMENTS 3.3 COMPANY ACHIEVEMENTS 3.4 COMPANY PRESENT POSITION 3.5 COMPANY STRUCTURE
18 23 28 29 30 33
4&5
DATA ANALYSIS & INTERPRETATION
35
6.1 SUMMARY, FINDINGS & SUGGESTIONS 6.2 BIBLIOGRAPHY 6.3 QUESTIONNAIRE
51 56. 58
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List of Tables
TABLE NO 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
CONTENTS OWINIHG MOTOR CYCLE DETALIS USING BRAND OF MOTOR CYCLE MEDIA DETIALS ADVERSIMENT DETAILS MOTIVATED BUYING MOTOR CYCLE PRICE DETALIS PLEASE RANK THE PRAMATER INFULENCE MILLEAGE SPARE PRATS FREATURE ENCHANSE THE VALUE OF MONEY COMPETING FACTORS VERY POPULAR ENVIORMENT AFTER SALES & SERVICE COLOR SELECTION WHICH YOU LIKE (CC)
PAGE NO 36 37 38. 39 40 41 42 43 44 45 46 47 48 49 50
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List of Figures
CHART NO 1 2 3 4 5 6 7
CONTENTS OWINIHG MOTOR CYCLE DETALIS USING BRAND OF MOTOR CYCLE MEDIA DETIALS ADVERSIMENT DETAILS MOTIVATED BUYING MOTOR CYCLE PRICE DETALIS PLEASE RANK THE PRAMATER INFULENCE MILLEAGE SPARE PRATS FREATURE ENCHANSE THE VALUE OF MONEY COMPETING FACTORS VERY POPULAR ENVIORMENT AFTER SALES & SERVICE COLOR SELECTION WHICH YOU LIKE (CC)
PAGE NO 36 37 38. 39 40 41 42
8 9 10
43 44 45 46
11 12
47
13 14 15
48 49 50
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INTRODUCTION
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INTRODUCTION
INTRODUCTION TO MARKETING
MEANING : The word market is often misused and therefore misunderstands; it is used instead of the word selling which is done on a grander or better way. A market is a place where goods are bought and sold; arena for exchange, in its broadest sense marketing should mean the study of market.
Market is a comprehensive term it includes a group of business activities in to create and promote consumer demand and to direct the flow of goods / services from the original producer to the final consumer in the process of distribution.
Definitions:
1. American marketing association defines marketing as, the performance of business activity that directs the flow of gods and services fro the original producer to the final consumer in the process of distribution. Phillip kotler defines marketing ad the human activity directed at satisfying needs and wants through exchange process.
From the above definition, It is obvious that traditional description of marketing was mainly concerned with the physical movement of goods, while the modern concept of marketing is consumer oriented. It makes customer the focus of all business activities, this one can say that marketing both begins and ends with the customer.
2. Marketing is the process of planning and executing the conception, pricing, promotion & distribution of ideas, goods, and services, Organization and events to create and maintain relationship that will satisfy individual and organizational objectives.
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3. Many people think that marketing means selling or advertising. Its true that there are parts of marketing. But marketing is much more than selling and advertising.
Huff & Murray 4. Marketing management is a discipline focused on the practical application of and the of a firms marketing resources and activities. Marketing is the social process by which individuals and groups obtain what they need and want through creating and exchanging products and value with others.
PERCEPTION:
Perception means to understand or to be aware of something through the sense or to get the knowledge by mine of human behavior. Perception is psychological process. It is the chief mechanism while the peole cam e t know aabout there surroundings.
Definitions:
1. Perception is defined as the process by which an individual selects, organizes and interprets stimuli, into a meaningful and coherent picture of the world. Two individuals may be exposed to the same stimuli under the same apparent conditions but how each person recognizes. Selects, organizes and interprets these stimuli is a highly individual process based on each person own needs values and expectations. By Leon. G. Schiff man & Lesic Zazar.
2. Perception is the process of selecting organizing and interpreting attaching meaning to events happening in environment.
By L. M. Prasad 3. Perception is mental process where by an individual selects data or information from the environment, organizes it and then draws a significance or meaning form it. Suja. R. Nair
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It can be defined as the process by which an individual selects, organizes, and interprets stimuli into a meaningful and coherent picture of the world. A stimulus is a unit of input to any of the senses. Examples of stimulus i.e, sensory input include products, packages, brand names , advertisements and commercials, sensory receptor.
Marketers do not want to their target audience to look only at the models in their ads. They want to communicate something about their products as well. Marketers often use attractive models, humor, and other factors to attract the target markets interest. Information, and stored. Information processing model as four major steps or stages Exposure Attention Interpretation and Memory
The first three constitute perception.
Exposure occurs when a stimulus such as an Advertisement hoarding comes within the range of a persons vision. Attention occurs when the information from vision pass on to the from for processing. Interpretation is the assignment of meaning to the received
sensations. Memory is the short term use of the meaning for immediate decision-making or the longer-term retention of the meaning.
The basic components shown in the figure can be arranged into four groups:
a) Stimuli, which serve as the raw material to be processed. The stages of processing activities, which are linked by arrows and mainly internal to the customer.
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a) Primitive categorization: The basic characteristics of a stimulus are isolated by the person to form his perception. For e.g., anything shining, may be seen with an amount of suspicion by the consumers. This is knows ad primitive categorization. b) Cue Check: Cue characteristics are analyzed by the person in preparation for the selection of a scheme. c) Confirmation Check: A confirmation check is run by the person to see the validity of the scheme chosen.
External Factors and Internal Factors
The manner in which either a product/service perceived will be depend up on both internal and external factors. This is to day that both external reality and internal reality are intertwined as human beings we carry all our experiences in our mind and have our own selfish interests, needs, motives and expectations in to the way in which we reality to exist in the world.
External Factors influencing attention
The physical properties of the stimulus include intensity, size, position, contrast, novelty, repetition and movement.
Position
The position of display or advertisement also is determining factor or attracting the attention. An advertisement placed next to a compatible editorial column or magazines and news papers is thought to attract more leadership response.
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Human beings have the ability to adapt to sounds, odors, pain, bright lights, neon signs and movements. That is, human beings are able to use sensory organs to adapt themselves to various stimuli. This is where contrast will help in the perception process.
Movement
Advertisers have also started using billboards or hoardings with movement mobile vans etc. so as to inject a feeling of movement to it
INTERNAL FACTORS
Peoples may not receive the messages passively. Usually peoples may take the messages given to them by the marketers and then use it so that it may fit into their Own internal world and then try to work our in their mind about clues to determine the brands capability. Marketers are interested in knowing the impact of their usage of marketing mix elements on the minds of the peoples. The marketer has to constantly understand.
THE PERCEPTUAL PROCESS
As Human beings, we are continuously exposed to various stimuli. Our sensory world includes sensory inputs such as sound, smell, pressure etc which will be perceived and cognitively organized into a logical pattern before acting upon it. Our cognitive structures only go for meaningful interpretation. This selective organization of perception is the result of two kinds of inputs that interact to form the final perception.
1) Physical stimulus(lies outside in the environment). 2) Internal individuals predispositions based on his or her previous experience. Further, each individual is unique and his or her perceptions are based on their unique experiences, need, wants, expectations etc. this means that each individuals perceptual process will be based on how each on e sees and perceives the world.
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The perceptual process consists of many sub processes. The dynamics of perception can be understood by taking a note or the input-throughput-output approach. This approach is based on the fact that there is an input, which when processed gives outputs. That is, the perceptual inputs will comprise of stimuli in the environment various subjects, events or people. The actual aspects of perceptual mechanism include the selection, organization and interpretation.
The perceptual outputs will be the behavior of actions of the individuals i.e, the resultant opinions, feelings attitudes etc.
Perceptual inputs
The first process in the perceptual process is the presence of stimuli like people, objects, events, information etc. Though the presence of stimulus is necessary for perception. It is not actual process of perception. Nevertheless the perception process cannot start in the absence of stimuli.
Perceptual Mechanism
The actual perception process starts with the receipt of information, or data (of stimuli) form various sources. The receipt of stimuli is psychological aspects of the
perception process. As mentioned earlier, most perceptual inputs received from various sensory inputs.
Perceptual Selection
As discussed above, individuals exercise selectivity in consciously recognizing only certain aspects of the environment as stimuli. So when they are bombarded with various stimuli, they will be selective in the perception process. The selection of the stimuli will be dependent on two major factors apart from the nature of the stimulus itself the individuals (customers) previous experience as it affects their expectations and their motives at that time. Either of these factors can raise the probability of the stimulus to be perceived.
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People do not experience all the stimuli selected by them as separate and discrete sensations. They rather, organize this stimulus into groups and perceive them as unified wholes. This method of perceptual organization enables individuals to view life in a simplified manner. People tend to organize information on what is know as the figure - ground principle. This involves that in perceiving stimuli or phenomena, the tendency is to keep certain phenomena in focus and other phenomena in the background. Figure is perceived to be dominant and more attention is paid to it, while ground is given less prominence and attention and is kept in the background. Like perceptual selection, perceptual organization also gets affected by motives and by expectation based on experience.
Grouping:
In grouping, the perceiver groups the different stimuli based on the principle of their similarity or proximity. This means all those stimuli which are grouped together are likely to be perceived as having same characteristics
Closure:
When faced with incomplete information, individuals have the tendency to fill in the gaps themselves so as to gain more meaningful information.
Perceptual Interpretation
We have seen that perception is a personal phenomenon. People have the tendency to interpret the meaning of what they have selectively perceived and organized on the basis of their own assumptions about the stimuli. This interpretation of the stimuli will be dependent on what the individual expects to see in the light of his previous expericence, intuition data received, motives and interests at the time of perception.
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The demand for two-wheelers in India is dependent upon factors like availability of finance, increase in income levels, and restricted growth in public transportation and movement in petrol prices. Expect petrol prices, all other factors have positive correlation affects the demand for two - wheelers, due to the increase in the running cost of a vehicle.
Two -wheelers are distinguished on different factors for different consumer segment. For example high - powered two - wheelers have a niche market as racing/sporting vehicles and have a special appeal to youngsters. Teenagers and women prefer easy maneuverability . Style and economy offered by the motorcycles manufacturing companies are what has given a fillip to the motorbike segment. with this, the market today is witnessing the entry of a large number of innovative models, the latest ones being Karizma (230cc 4 stroke) by Hero Honda, cruiser Thunderbird (350cc 4 stroke) by Royal Enfield, pulsar (150cc 4 stroke) by Bajaj and various others.
According to Mr. Manjot Gill, sales in charge, TVS, "today, the motorcycles market is dynamic and demand for change has compelled the manufactures to do constant research and development of new models with sleeker looks and features to meet the expectations of the buyers". Hero Honda which claims 47 percent of the market share has two best sellers splendor the four stroke bike (100cc) and CBZ (156CC) that have captured the market for quite long, once again due to looks and fuel economy. Other popular bikes by the company are passion a hot favorite because of the style, look and fuel economy it offers says Brij Inder Singh, sales manager, Hero Honda, He also attributes the growth of this segment to the initiatives being taken by the companies including more introductions in the economy class bikes and easy financing facilities.
PERCEPTION ANALYZER The analyzer was recently used to measure responses to a series of "Slice - of life" commercials for McDonalds, the researchers found that mothers and daughters had different responses to different aspects of the commercial responses to different aspects of the commercial. Using the emotional response data, the researchers could determine which commercial had the greatest emotional appeal across mother - daughter segments. McDonalds marketing effort proved successful with 2005 revenues of $20.46 billon. Discover what people really think.
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With the Perception Analyzer, you can:
o Capture participants' true opinions, feelings, and perceptions o Accelerate findings with immediate analysis o Provide a more engaging experience for your audience o Reduce your number of paper-based surveys o Use it in focus groups, mock trials, meetings, trainings, academic research, and more o Interact with a few respondents to hundreds of participants
The Perception Analyzer is a vital tool for more robust research, enhanced group interactions, and effective learning. This unique tool allows you to more deeply understand perceptions and better predict outcomes. It lets you:
o Evaluate products, brands, and concepts o Research appeal of television programming and advertisements o Test political speeches, debates, and issues o Examine the overall image of a candidate o Fine tune arguments in mock trials o Better understand and predict jury behavior o Interact with audience members during meetings, events, and conferences o Enhance ROI through increased participation and content retention o Educate more effectively and conduct ground-breaking academic research
For nearly 25 years, hundreds of clients worldwide have used the Perception Analyzer with audiences from fewer than 10 people to more than 1,000.
The Perception Analyzer system includes: Comfortable, easy-to-use, hand-held dials so participants can privately respond to questions Software to program the system, capture individual responses, and analyze data Console to wirelessly communicate between the dials and a computer.
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The privacy the dials offer allows participants to answer more honestly and minimizes the impact of groupthink. With results immediately available, you can respond quickly to adapt new strategies, guide group discussions, and explore new ideas. And the software is flexible enough data to your analytic software of choice.
The perception Analyzer and your project
Our experts will help you at every step to integrate the perception analyzer into your research or event program. We organize the process into simple steps: Ask participants using various question types, Compile data to display in real-time and deliver through various reports and data files.
A customers Perception of Relationship between Buyer & Seller
It is impossible to set up any yardstick for relationship between a buyer and a seller, no two organizations can have similar set of rules for maintaining relationship. Even if on a particular occasion a situation prompted a particular behavior, it is not necessary that a similar behavior is necessary on another occasion. The time, place and group of person might be the same but behave in different way, though circumstances and situations might be identical. To a great extent relationship depends upon the character of contracting parties. This is thus a study of human behavior and forms part of the behavioral science. Here the contracting parties do not mean only those who are in direct contact but also include those who might be present around. No person is acting in isolation. Therefore, there is always an influence of surroundings on human behavior.
RESEARCH PROBLEM
Marketing is defined as a social and managerial process where by individual and groups obtain what they need and want through creating and exchanging products and service with others.
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A research design is a logical and systematic plan prepared for directing a research study it specifies the methodology and technique to be adopted for achieving the objectives. It constitutes the blueprint for the collection, measurement and analysis of data.
The main aim of the study is to evaluate the customer perception towards Hero Honda the study is descriptive in nature. Surveys are best-suited method for descriptive research. So survey method is used for the study.
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THE STUDY DESISGN
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IMPORTANCE AND NEED FOR THE STUDY

Although there have been studies on customer perception, its application and affects on two wheelers seen to be unimpressive. Hence this study valuable contribution in analyzing customer perception. And its effects as the organization due fast changing development in economic scenario improving the performance of the organization is essential as a result under taking an academic study on custo9mer perception will be definitely helpful in achieving the organization effectiveness and its market share.
Success of the business hinged on sound decisions are the outcome of relevant, clear, complete, accurate, timely, objective and authentic information about the customer a source of perception, impact of advertisement, their level of satisfaction, the factor influencing in customer preference, customer opinion regarding the technological advancement and about the competitors.
OBJECTIVES OF THE STUDY

1. To find the age group, educational background , occupation / profession and income and income level of the respondents. 2. To know the factors that contributes in purchase of two wheelers. 3. To know about the various services offered by the dealers. 4. To know the response of the dealers towards customers problems. 5. To know what added features customers are expecting apart from the existing ones. . PRIMARY DATA
SOURCES OF DATA:
Primary data are those, which are collected fresh and for the first time and this happen to be original in character. In this study primary data was collected by interview schedule method.
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SECONDARY DATA
Secondary data are those, which are collected from existing data. Secondary data for this study include appropriate material from newspaper, Magazines, Broachers, Company Reports, Standard Text Nooks, and information from internet has also been acquired whenever necessary.
SAMPLING:
TOTAL POPULATION: Population of the city considered for the project study is 6,91,200.
SAMPLE SIZE The study is conducted on a sample of 75 respondents.
SAMPLING TECHNIQUE:
Sampling is a systematic approach of selecting a few elements from an entire collection of units in order to make some INTERPRETATIONs about the total population it is a small specimen or a segment of the whole population representing its general qualities as for as possible. The study was undertaken by convenience sampling.
LIMITATIONS OF THE STUDY

The scope of the project is limited only to the two wheelers of Hero Honda and hence we are unable to cater to the desire of needs of the customers. The project is limited only to the KURNOOL city and its surrounding areas and hence, the results of the study would represent the reaction of the customers form this region only and is based on a small sample.
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The project is based on the interview methodology by a structured questionnaire and the personal skills of the person undertaking the project also affect the results. Time was a limiting factor for the study.
Respondents inability to give the correct answers or lack of information, forgetfulness or willingness to give correct answers. Perceive loss of prestige, social status while conducting the interview. Time constraint, few respondents do not pay proper attention because of lack of time. The limitation findings were restricted Kurnool. Through there was greater geographical consideration of sample study limits to samples from various areas not covered in Kurnool.
STATISTICAL TECHNIQUES:
QUESTIONNAIRE: Customers are asked question through a well structured questionnaire method. PERCENTAGE ANALYSIS: Using respondent values, calculations are made to find out the percentage. BAR DIAGRAM: Bar diagrams are most popular presentations to analyze the data.
Marketing Research and Analysis:
In order to make fact-based decisions, regarding and design effective, cost-efficient implementation programs, firms must possess a detailed, objective understanding of their own business and in which they operate. In analyzing these issues, the discipline of marketing management often overlaps with the related discipline of.
Perception:
Perception is defined as the process by which an individual selects, organizes and interprets stimuli, into a meaningful and coherent picture of the world. Two individuals may be exposed to the same stimuli under the same apparent conditions but how each
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persona recognizes. Selects, organizes and interprets these stimuli is a highly individual process based on each person own needs values and expectations. by Leon. G. Schiff man & Leslic Lazar. Perception is the process of selecting organizing and interpreting attaching meanings to events happening in environment.
by L.M. Prasad Perception is mental process where by an individual selects data or information from the environment, organizes it and then draws a significance or meaning from it. by Suja. R. Nair. Perception is the process by which these sensations are selected organized & interpreted. by Michael. R. Solomon
1.
Customer retention is vital for the survival of software development organizations,
especially under current economic trend of global outsourcing. For a software development organization it is very advantageous to be able to use one project with a customer as a stepping stone for another. However, many software development projects fail and even successful projects might not guarantee repeat business. The most dominant definition of project success defines success as the deliver of the desired product on time and within budget. This definition is used in man project management and process improvement
methods. In this article we show that this definition of project success has a blind spot to aspects are extremely relevant for customer retention. This poses the question what a project leader should do inured to help his company gain competitive advantage. We indicate that delivery quality might be a potential area of improvement for software development teams in order to satisfy customers to the level of re-busy intentions.
2.
Studies in process change have focused on the improvement of operational
performance measure such as the actual waiting time of service system. However, process redesign may not only change the actual waiting tie but also have significant impact on perceived waiting time. We examine how process changes react customer perceptions on waiting and customer satisfaction. We describe a detailed study in which customer waiting times, both actual and perceived, were measured and compared before and after a process
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COMPANY PROFILE
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COMPANY PROFILE
HERO the brand name symbolizing the steely ambition of the Munjal brothers, came into being in the year 1956. From a modest manufacturer of bicycle components in the early 1940s to the worlds largest bicycle manufacturer today, the odyssey was fueled by one vision to build long lasting relationships wit everyone including workers, dealers and vendors. This philosophy has paid rich dividends through the years.
Hero, a name synonymous with two wheelers in india is today a multi-unit,multiproduct, geographically diversified group of companies. Through fully integrated operations. The Munjals roll their own steel, make critical components such as fee wheels for their bicycles, and have the foresight to simultaneously diversify into myriad ventures like product designing IT enabled services finance and insurance just to name a few.
Like every success story, Heros saga contains an element of spirit and enterprise, of achievement through grit and determination, coupled with vision and meticulous planning. Throughout its success trail, the Hero Group an its members have displayed unwavering passion of setting higher standards for themselves and delivering simply the best to their customers.
The Hero Group philosophy is To provide excellent transportation to the common man at easily affordable prices and to provide total satisfaction in all its spheres of activity
Thus apart from being customer-centric, the Hero Group also provides it employees with a fine quality of life and its business associates with a total sense of belonging.
Engineering satisfaction is the prime motive of the Hero Group and it has become way of life and of the work culture of the Group. This is what drives the Group to seek newer vistas, adopt faster technology and create quality driven products to the utmost satisfaction of customers, Partners, dealers and vendors.
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Today the Hero Group has a number of accolades and achievements to its credit. Yet consumer requirements and newer technologies provide fresh challenges every day, and at Hero the wheels of progress continue to turn.
Joint venture between Hero Group, the worlds largest bicycle manufacturers and the Honda Motor Company of Japan, has today become the Worlds single largest two wheeler company. Coming into existence on January 19, 1984. Hero Honda Motors Limited gave India nothing less than a revolution on two wheels, Made even more famous by the Fill itshut it- Forget it campaign. Driven by the trust of over 5 million customers, the Hero Honda product range today commands a market share of 48% making it a veritable giant in the industry. Add to that technological excellence, an expansive dealer network, and reliable after sales service, and you have one of the most customer friendly companies. This is proved by the companys sales over the years
1985-86 1989-90 1998-99 1999-00 2000-01 2001-02 2002-03 2003-04 2004-05 2005-06 2006-07 2007-08
80,000 units 1,70,000 units 4,00,000 units 9,00,000 units 16,30,550 units 28,50,000 units 52,00,000 units 82,00,000 units 1,10,00,000 units 1,53,00,000 units 2,00,00,000 units 2,64,00,000 units
Customers satisfaction, higher quality product, the strength of Honda technology and the Hero groups dynamism have helped HHML scale new frontiers and exceed limits.
In the words of Mr. Brijmohan Lal Munjal, the Chairman and managing Director, we will continue to make every effort t required for the development of the motorcycle industry.
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Through new product development technological innovation, investment in equipment and facilities and through and through efficient management.
As a market leader in motorcycle with the sales of over 10 million motor cycles and a strong market share of 48% during the year 2005-2006. Splendor which is the largest selling motorcycle brand in world with over 4.56 million motorcycle sole in 2005-2006.
JOINT VENTURES
Global Gearing > Alliances
Over the years, Hero Group has strengthened its joint ventures, forged profitable relationships with its partners an allied itself with some of the best players in the market, Technology assimilation through wide sourcing has been and will continue to be an integral part of the progression of the Hero Group.
Technology Related Partnerships / Alliances and Joint Ventures Hero entered a joint venture for technical and financial participation with one of the worlds largest automotive makers, Honda Motor Company Limited of Japan, in 1984 for the manufacture of 100cc motorcycles in india. Heros quest for low-budget , fuel-efficient and environment- friendly two wheeler led Hero Motors to enter into a Technical Collaboration with Steyr Dailmer Puch of Austria in 1987 for the manufacture of 65cc, porshe design mini-motorcycles. Munjal show a Limited has set up a state of the art piston manufacturing facility in technical collaborations with M/s. Honda Foundry Company Limited of Japan, the pioneers in the world of manufacturing high strength light weight pistons used in light , powerful fuel-efficient engines Munjal Auto Industries Limited has a joint venture with the State owned Gujarat Industrial Investment Corporation, to cater to the needs of the overseas market.
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Hero Cycles CR Division was set up in consultation with Mecon Asias largest engineering consultants and in Technical Collaboration with Wean united , USA. Hero Cycle Cold Rolling Division has also entered into a technical collaboration with Kawasaki steel Corporation, Japan for the improvement of production yield, elimination of defects, reduction of customer returns and enhancement of maintenance operations against certain predetermined targets.
Vision
The Hero Honda story began with a simple vision the vision of a mobile and an empowered India, powered by Hero Honda. This vision was driven by Hero Hondas commitment to customer, quality and excellence, and while doing so, maintaining the highest standards of ethics and societal responsibilities. Hero Honda believes that the fastest way to turn that dream into a reality is by remaining focused on that vision.
Strategy
Hero Hondas 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 Honda 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 Honda pioneered the introduction of fuel-efficient, environment friendly four-stroke motorcycles in the country. Today, Hero Honda 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.
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Products
Hero Honda'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 Honda offers large no. of products and caters to wide variety of requirements across all the segments.
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 Honda'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 Honda has been actively promoting various sports such as hockey, cricket and golf. Hero Honda was the title sponsor of the Hero Honda FIH Hockey World Cup that was played in Delhi during Feb-March 2010. Hero Honda also partners the Commonwealth Games Delhi 2010.
2009-10 Performance Total unit sales of 46,00,130 two-wheelers, growth of 23.6 per cent Total net operating income of Rs. 15860.51 Crores, growth of 28.1 per cent Net profit after tax at Rs. 2231.83 Crores, growth of 74.1 per cent Final dividend of 1500% or Rs. 30 per share on face value of each share of Rs. 2 EBIDTA margin for the year 17.4 per cent EPS of Rs. 111.77, growth of 74.1 per cent
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HISTORY OF COMPANY:
Year Awards & Recognitions 2010 Company of the Year awarded by Economic Times Awards for Corporate
Excellence 2008-09. CNBC TV18 Overdrive Awards 2010 'Hall of Fame' to Splendor NDTV Profit Car & Bike Awards 2010
Two-wheeler Manufacturer of the Year CnB Viewers' Choice Two-wheeler of the Year (Karizma ZMR)
Bike Maker of the Year by ET-ZigWheels Car & Bike of the Year Awards 2009 2009 'Two-wheeler Manufacturer of the Year' by NDTV Profit Car & Bike Awards 2009
and Passion Pro adjudged as CNB Viewers' Choice two-wheeler Top Indian Company under the 'Automobile - Two-wheelers' sector by the Dun & Bradstreet-Rolta Corporate Awards Won Gold in the Reader's Digest Trusted Brand 2009 in the 'Motorcycles' category NDTV Profit Business Leadership Awards 2009 - two-wheeler category
2008
NDTV Profit Business Leadership Award 2008 - Hero Honda Wins the Coveted
"NDTV Profit Business Leadership Award 2008" TopGear Design Awards 2008 - Hunk Bike of the Year Award NDTV Profit Car India & Bike India Awards - NDTV Viewers Choice Award to Hunk in Bike category IndiaTimes Mindscape and Savile Row ( A Forbes Group Venture ) Loyalty Awards Customer and Brand Loyalty Award in Automobile (two-wheeler) sector Asian Retail Congress Award for Retail Excellence (Strategies and Solutions of business innovation and transformation) - Best Customer Loyalty Program in Automobile category NDTV Profit Car India & Bike India Awards - Bike Manufacturer of the year
- 24 -
DEPT OF MANAGEMENT
CUSTOMER PERCEPTION Overdrive Magazine - Bike Manufacturer of the year TNS Voice of the Customer Awards:

CHAPTER -3
No.1 executive motorcycle Splendor NXG No.1 standard motorcycle CD Deluxe No. premium motorcycle CBZ Xtreme
2007

The NDTV Profit Car India & Bike India Awards 2007 in the following category: Overall "Bike of the Year" - CBZ X-treme "Bike of the Year" - CBZ X-treme (up to 150 cc category) "Bike Technology of the Year" - Glamout PGM FI
"Auto Tech of the Year" - Glamout PGM FI by Overdrive Magazine.
"Bike of the Year" - CBZ X-treme by Overdrive Magazine.
Ranked CBZ X-treme "Bike of the Year" - by B S Motoring Magazine
Most Trusted Company , by TNS Voice of the Customer Awards 2006.
CD Deluxe rated as "No 1 standard motorcycle" by TNS Voice of the Customer Awards 2006. 2006 Adjudged 7th Top Indian Company by Wallstreet Journal Asia (Top Indian Two
Wheeler Company).
One of the 8 Indian companies to enter the Forbes top 200 list of worlds most reputed companies. No. 1 in automobile industry by TNS Corporate Social Responsibility Award. Best in its class awards for each category by TNS Total Customer Satisfaction Awards 2006: Splendor Plus (Executive)
CD Deluxe (Entry)
- 25 DEPT OF MANAGEMENT
CUSTOMER PERCEPTION
CHAPTER -3
Pleasure (Gearless Scooters)
Splendor & Passion - Top two models in two wheeler category by ET Brand Equity Survey 2006.
Adjudged 7th Top Indian Company by Wallstreet Journal Asia (Top Indian Two Wheeler Company).
Top Indian company in the Automobile - Two Wheeler sector by Dun & Bradstreet American Express Corporate Awards 2006.
Hero Honda Splendor rated as India's most preferred two-wheeler brand at the Awaaz Consumer Awards 2006.
Certificate of Export Excellence for outstanding export performance during 2003-04 for twowheeler & three- wheelers - Complete (Non SSI) by Engineering Export Promotion Council. The NDTV Profit Car India & Bike India Awards 2006 in the following category:

Bike Maker of the Year Bike of the Year - Achiever Bike of the Year - Achiever (up to 150 cc category) Bike of the Year - Glamour (up to 125 cc category) NDTV Viewers' Choice Award to Glamour in the bike category
2005: Awaaz 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.
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DEPT OF MANAGEMENT
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CHAPTER -3
10th Motilal Oswal Wealth Creator Award for as the most consistent wealth creator for the period 1991-2005. 2004: Winner of the Review 200 - Asia's 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. 2003 Winner of the Review 200 - Asia 's Leading Companies Award (3rd Rank amongst the top 10 Indian companies). Most Respected Company in Automobile Sector by Business World. Bike Maker of the Year by Overdrive Magazine. 2002 Bike Maker of the Year by Overdrive Magazine.
Winner of the Review 200 - Asia 's Leading Companies Award (4th Rank amongst the top 10 Indian companies). Company of the Year of ET Awards for Corporate Excellence. Ranked 4th in 'Overall Best Managed Company' category, ranked 3rd in 'Best Financial Management' and 'Best Operational Efficiency' category, ranked 6th in 'Overall Best Investor Relations' category, by Asiamoney. Highest Wealth Creating Company of the Year Award by the Money.
- 27 -
DEPT OF MANAGEMENT
CUSTOMER PERCEPTION GVC Level 1 (Highest Rating) by CRISIL for Corporate Governance. 2001 Bike Maker of the Year by Overdrive Magazine.
CHAPTER -3
Winner of the Review 200 - Asia 's Leading Companies Award (9th Rank amongst the top 10 Indian Companies). Winner of Three Leaves Award for showing Corporate Environment Responsibility in the Automobile Sector by Centre for Science & Environment. 1999 National Productivity Award for the Best Productivity Award in the category of Automobile & Tractor presented by Vice President of India. 1995 The Analyst Award 1995 presented to Hero Honda Motors Ltd. on being ranked 9th amongst the most investor rewarding companies in India. 1995 National Award for outstanding contribution to the Development of Indian Small Scale Industry (NSIC Award - Presented by President of India). 1991 Economic Times-Harvard Business School Award for Corporate Performance to Hero Honda Motors Ltd.
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DEPT OF MANAGEMENT
CUSTOMER PERCEPTION
CHAPTER -3
COMPANY DEVELOPMENTS
Key Developments: HERO HONDA MOTORS LIMITED (HROH.BO) Hero Honda Motors Limited Executes Licensing Agreements Monday, 24 Jan 2011
Hero Honda Motors Limited announced that Hero Honda Motors Ltd. and Honda Motor Co., Japan on January 22, 2011 executed final binding licensing agreements with respect to existing products and new products following the Memorandum of Understanding of December 16, 2010, which had been approved by their respective Boards of Directors.
Honda Motor Co., Ltd. Formally Decides To Sell Stake In India Motorcycle Joint Venture With Hero Honda Motors Limited-DJ Thursday, 16 Dec 2010
Dow Jones reported that Honda Motor Co., Ltd. has formally decided to sell its 26% stake in the Indian motorcycle joint venture Hero Honda Motors Limited to concentrate resources on its own two-wheeler unit in the country, the Nikkei reported. Honda Motor Co., Ltd. appears to be leaning toward setting the price below Hero Honda's prevailing market price, the Nikkei reported, without citing sources.
Munjals to Buy Out Honda Motor Co., Ltd.'s Stake in Hero Honda Motors Limited for USD 1 Billion-The Economic Times Tuesday, 14 Dec 2010
The Economic Times reported that the Munjal family is set to acquire Honda Motor Co., Ltd.'s 26% stake in their joint venture Hero Honda Motors Limited for around USD 1 billion or half the current value of the stake in the stock market. Honda Motor Co., Ltd. will completely exit the joint venture and focus solely on its wholly-owned company Honda Motorcycles & Scooters India.
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DEPT OF MANAGEMENT
CUSTOMER PERCEPTION
CHAPTER -3
Honda Motor Co., Ltd. To End Motorcycle JV With Hero Honda Motors Limited-Reuters Saturday, 4 Dec 2010
Reuters reported that according to the Nikkei business daily, Honda Motor Co., Ltd. has reached a basic agreement this week to dissolve its partnership in Hero Honda Motors Limited.
Three US Firms May Team Up To Buy 18% Of Hero Honda Motors Limited-DJ Monday, 18 Oct 2010
Dow Jones reported that U.S. private equity firms Carlyle Group LP, Kohlberg Kravis Roberts & Co. and Warburg Pincus LLC are in talks to acquire up to 18% of Hero Honda Motors Limited. The three suitors would unite to buy the stake through a two step transaction
COMPANY ACHIVEMENTS
PROMINENT AWARDS TO THE CHAIRMAN Year Awards and Accolades 2009 'LMA-Sat Paul Mittal Lifetime Achievement Award' for the year 2008 SIAM Golden Jubilee Award for outstanding contribution in automobile industry Lifetime Achievement Award by ACMA Lifetime Achievement Award by NDTV Profit Busienss Leadership Awards 2009 PHD Lifetime Achievement Award 2009 2006 'Lifetime Achievement Award' for Translating Excellence in Corporate Governance into Reality by The Institute of Company Secretaries of India 2005 Indian Automotive Hall of Pride by Overdrive CNBC TV18 Commendation of Business Leadership displaying extraordinary Corporate Leadership and Entrepreneurial Spirit
- 30 -
DEPT OF MANAGEMENT
CUSTOMER PERCEPTION Padma Bhushan' by Government of India
CHAPTER -3
Doctor of Letters (Honoris Causa) by Hemwati Nandan Bahuguna Garhwal University, Srinagar Garhwal Lifetime Achievement Award' by ET Awards for Corporate Excellence 2004 Life Time Achievement Award for Management by All India Management Association D. Litt. (Honoris Causa) by Banaras Hindu University Lifetime Achievement Award by Amity Business School Lifetime Achievement Award by HT Power Jobs 2002 Entrepreneur of the Year Award by Business Standard Giants International Award to the Chairman in the field of Business & Industry Business Leadership Award by Madras Management Association 2001 Entrepreneur of the Year Award by Ernst & Young 2000 Sir Jehangir Ghandy Medal for Industrial Peace - by XLRI, Jamshedpur 1998 Business Leader of the Year by Business Baron 1997 Distinguished Entrepreneurship Award by PHD Chambers of Commerce & Industry 1995 National Award for outstanding contribution to the Development of Indian Small Scale Industry (NSIC Award - Presented by President of India) 1994 Businessman of the Year by Business India Group of Publications 1992 Honorary Membership - Indian Institution of Industrial Engineering Award
PROMINENT AWARDS TO THE CHAIRMAN Year Awards and Accolades 2009 'LMA-Sat Paul Mittal Lifetime Achievement Award' for the year 2008
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DEPT OF MANAGEMENT
CUSTOMER PERCEPTION
CHAPTER -3
SIAM Golden Jubilee Award for outstanding contribution in automobile industry Lifetime Achievement Award by ACMA Lifetime Achievement Award by NDTV Profit Busienss Leadership Awards 2009 PHD Lifetime Achievement Award 2009 2006 'Lifetime Achievement Award' for Translating Excellence in Corporate Governance into Reality by The Institute of Company Secretaries of India 2005 Indian Automotive Hall of Pride by Overdrive CNBC TV18 Commendation of Business Leadership displaying extraordinary Corporate Leadership and Entrepreneurial Spirit Padma Bhushan' by Government of India Doctor of Letters (Honoris Causa) by Hemwati Nandan Bahuguna Garhwal University, Srinagar Garhwal Lifetime Achievement Award' by ET Awards for Corporate Excellence 2004 Life Time Achievement Award for Management by All India Management Association D. Litt. (Honoris Causa) by Banaras Hindu University Lifetime Achievement Award by Amity Business School Lifetime Achievement Award by HT Power Jobs 2002 Entrepreneur of the Year Award by Business Standard Giants International Award to the Chairman in the field of Business & Industry Business Leadership Award by Madras Management Association 2001 Entrepreneur of the Year Award by Ernst & Young 2000 Sir Jehangir Ghandy Medal for Industrial Peace - by XLRI, Jamshedpur 1998 Business Leader of the Year by Business Baron 1997 Distinguished Entrepreneurship Award by PHD Chambers of Commerce & Industry
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DEPT OF MANAGEMENT
CUSTOMER PERCEPTION
CHAPTER -3
1995 National Award for outstanding contribution to the Development of Indian Small Scale Industry (NSIC Award - Presented by President of India) 1994 Businessman of the Year by Business India Group of Publications 1992 Honorary Membership - Indian Institution of Industrial Engineering Award
PROMINENT AWARDS TO THE MD & CEO Year Awards and Accolades 2010 Man of the Year' in the Indian Automotive Industry by NDTV Profit Car & Bike Awards 2010 2009 'Man of the Year' by CNBC TV 18 Overdrive 2009 - Bike India 'Power Personality' for 2009 Award for Corporate Excellence in Vocation by Rotary International District 3010 India 'Power Personality' for 2009
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DEPT OF MANAGEMENT
CUSTOMER PERCEPTION
CHAPTER -3
COMPANY STRUCTURE
Hero Honda detailseditunmap
Brij Mohan Munjal Chairmandetailseditunmap
Pawan Munjal Managing Directordetailseditunmap
Anil Dua Senior VP, Sales & Marketingdetailseditunmap
Ravi Sud Senior VP, Financedetailseditunmap
- 34 -
DEPT OF MANAGEMENT
CUSTOMER PERCEPTION
CHAPTER -3
Dr. Anadi Pande VP, HRM & Corporate Planning & Strategydetailseditunmap
Dr. Sujita Khemka Senior Manager, Training & Developmentdetailseditunmap
Vikram Kasbekar Senior VP, Operations detailseditunmap
Vijay Sethi VP, Information Systems detailse ditunmap
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DEPT OF MANAGEMENT
CUSTOMER PERCEPTION
CHAPTER -4 & 5
DATA ANALYSIS AND INTERPRETATION
- 36 -
DEPT OF MANAGEMENT
CUSTOMER PERCEPTION
CHAPTER -4 & 5
1)What is your opinion about owining a motor cycle?
Table 1:
Particulars Comport Luxury Necessity Status Total
Respondents 12 22 29 12 75
% of Respondents 16 29 39 16 100
GRAPH-1:
INTERPRETATION:
16% of people owinig is prefer is comfort.29% of people is owinig prefer is luxury.39% of People is owinig is prefer is necessity.16% of people is owinig is status.
- 37 -
DEPT OF MANAGEMENT
CUSTOMER PERCEPTION
CHAPTER -4 & 5
2) Which brand of motor cycle are you presently using? Table 2:
Particulars Hero Honda Bajaj Yamaha TVS Total
GRAPH-2:
INTERPERTATION: 29% of people is presently using is hero Honda.29% of people presently is using bajaj.27% Of people is presently using is Yamaha.15% of people is presently using is Tvs.
- 38 -
DEPT OF MANAGEMENT
CUSTOMER PERCEPTION
CHAPTER -4 & 5
3)Through which media did you came to know about hero Honda? Table 3:
Particulars T.v News paper F.M radio INTER Net Total
GRAPH-3:
iNTERPRETATION:
12% of people respondent prefer is awareness through of T.v.28% of people respondent Prefer is news paper.40% of people respondent prefer is F.m radio.20% of people respondent is prefer internet.
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DEPT OF MANAGEMENT
CUSTOMER PERCEPTION
CHAPTER -4 & 5
4) please give your opinion about the Adversitement ? Table 4:
Particulars Excellent Very good Ok Need To Change Total
GRAPH-4:
INTERPRETATION:
35% of people is respondent opinion of adversiment is prefer excellent.17% of people Is respondent opinion on advesiment of very good.21% of people is respondent opinion Of adverwsiment opinion of ok.27% of people is respondent opinion of advesiment is need to change.
- 40 -
DEPT OF MANAGEMENT
CUSTOMER PERCEPTION
CHAPTER -4 & 5
5) Who motivated you before buying motor cycle?
Table 5:
Particulars Sales man Words mouth Dealers Reliability and long Total
GRAPH-5
45% 40% 35% 30% 25% 20% 15% 10% 5% 0%
45%
25% 19% 11%
Sales Man
Words To Mouth
Dealers
Reliability and Change
INTERPRETATION: 45% of people is motivated of sales man.19% of people is motivated of words of mouth 11% of people is motivated of dealers.25% of people is motivated of reliability and change.
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DEPT OF MANAGEMENT
CUSTOMER PERCEPTION
CHAPTER -4 & 5
6) What to do think about the price?
Table 6: Particulars Economical Moderate Expensive Cannot say Total Respondents 10 17 16 32 75 % of Respondents 13 23 21 43 100
GRAPH-6:
45% 40% 35% 30% 25% 20% 15% 10% 5% 0% Economical Moderate Expensive 13% 23% 21%
43%
Cannot Say
INTERPERTATION:
13% of respondent opinion on people price of motor cycle is economical.23% of respondent Opinion on people price of motor cycle is moderate.21% o respondent price of mtor cycle Is expensive.43%of opinion on people of motor cycle is cant say.
- 42 -
DEPT OF MANAGEMENT
CUSTOMER PERCEPTION
CHAPTER -4 & 5
7) Please rank the parameter which influence you to buy a particular motor cycle (rank for to..5)?
TABLE:7
Particulars Price Brand Performance Service Total
GRAPH-7:
35% 30% 25% 20% 15% 10% 5% 0%
32%
33%
22%
13%
Price
Brand
Performance
Service
INTERPRETATION:
32% of people rank the price 33% of people rank the brand 13% of people rank the performance 16% of people rank the service.
- 43 -
DEPT OF MANAGEMENT
CUSTOMER PERCEPTION
CHAPTER -4 & 5
8) What is your opinion regarding mileage should be?
Table 8: Particulars Excellent Good Poor Can not say Total Respondents 27 14 16 18 75 % of Respondents 36 19 21 24 100
GRAPH-8:
40% 35% 30% 25% 20% 15% 10% 5% 0%
36%
24% 19% 21%
Excellent
Good
Poor
Cannot Say
INTERPRETATION:
Opinion on spare parts of 36% people of excellent opinion on spare parts of 19% of Good opinion on spare parts of 21% of people poor opinion on spare parts of 24% of People of cannot say.
- 44 -
DEPT OF MANAGEMENT
CUSTOMER PERCEPTION
CHAPTER -4 & 5
9) what is your opinion on spare parts ?
Table 9: Particulars Economic Expensive Need not Necessary Total Respondents 19 17 21 18 75 % of Respondents 25 23 28 24 100
GRAPH-9:
30% 25% 20% 15% 10% 5% 0% Economic Expensive 25% 23%
28% 24%
Need not
Necessary
INTERPRETATION:
Opinion on spare parts of 25% is Economic opinion on spare parts of 23% of people Is expensive opinion on spare parts of 28% is need not .opinion on spare parts of 24% Of people necessary.
- 45 -
DEPT OF MANAGEMENT
CUSTOMER PERCEPTION
CHAPTER -4 & 5
10) What are add value feature you are looking for in a motor cycle that could enhance the for money?
Table 10: Particulars Long life Low cost Good mileage Trend Total Respondents 22 15 23 15 75 % of Respondents 29 20 31 20 100
GRAPH-10:
35% 30% 25% 20% 15% 10% 5% 0% Long Life Low Cost 20% 29%
31%
20%
Good Mileage
Trend
INTERPRETATION:
29% of people look for long life,20% of people look for low cost,31% of people look for good mileage 20% of people look for trend.
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DEPT OF MANAGEMENT
CUSTOMER PERCEPTION
CHAPTER -4 & 5
11) What are the other companies competing the hero Honda?
Table 11: Particulars Bajaj Yamaha T.v.s Honda Total Respondents 27 09 18 21 75 % of Respondents 36 12 24 28 100
GRAPH-11:
40% 35% 30% 25% 20% 15% 10% 5% 0%
36% 28% 24%
12%
Bajaj
Yahama
T.V.S
Honda
INTERPRETATION:
36% of people think that bajaj is a competitor of hero Honda,12% ,24%,28%,of people think that Yamaha ,TVS ,Honda is a competitor.
- 47 -
DEPT OF MANAGEMENT
CUSTOMER PERCEPTION
CHAPTER -4 & 5
12) Depending on which factors motor cycle are very popular in Todays Enviornment?
TABLE:12
Particulars Easy Trasportation Cost of transportation Convinent for use Maintance is esay Total
GRAPH-12:
30% 25% 20% 15% 10% 5% 0% Easy Transport Cost Of Transportation 25% 23%
28% 24%
Convinent for uses
Maintace Is Esay
INTERPRETATION:
Motorcycle is popular by Esay transportation to the extent of 25%,by cost of the extent of 23% ,by cost of the extent of 28%,by cost of the extent of24%.
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DEPT OF MANAGEMENT
CUSTOMER PERCEPTION
CHAPTER -4 & 5
13) How is the after slaes service of the company?
Table 13: Particulars Good Statisfactory Bad Not avalid Total Respondents 23 16 17 19 75 % of Respondents 13 21 23 25 100
GRAPH-13:
25% 21% 20% 15% 10% 5% 0% Good Statisfactorfy 13%
25% 23%
Bad
Not Avalid
INTERPRETATION:
13% of people say that service is good,21% of people say that service is statisfactory 23% of people say that service is bad,25% of people say that service is not avalid.
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DEPT OF MANAGEMENT
CUSTOMER PERCEPTION
CHAPTER -4 & 5
14) What is your opinion about color selection of motor cycle?
Table 14: Particulars No idea Not necessary Necessary Not much important Total Respondents 19 14 20 22 75 % of Respondents 25 19 27 29 100
GRAPH-14:
29% 27% 25% 19%
30% 25% 20% 15% 10% 5% 0% No Idea Not Necessary
Necessary
Not Much Important
INTERPRETATION:
25% of people say that NOIDEA,19% of people say that NOT NECESSARY,27% of people say that NECESSARY,29% of people say that NOT MUUCH IMPORTANT.
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DEPT OF MANAGEMENT
CUSTOMER PERCEPTION
CHAPTER -4 & 5
15) Among the following which one do you like?
Table 15:
Particulars 100 CC bike 125 CC bike 150 CC bike 180 CC bike above Total
GRAPH-15:
35% 30% 25% 20% 15% 10% 5% 0%
31%
32%
21% 16%
100 CC Bike
125 CC Bike
150 CC Bike
180 CC And above
INTERPRETATION:
31% of people like that 100cc bike16% of people like that 125cc bike,21% of people Like that 150cc bike, 32% of people like that 180cc bike.
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DEPT OF MANAGEMENT
CUSTOMER PERCEPTION
CHAPTER-6
SUMMARY, FINDING AND SUGGESTIONS
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DEPT OF MANAGEMENT
CUSTOMER PERCEPTION
CHAPTER-6
SUMMARY
1. 16% of people owinig is prefer is comfort.29% of people is owinig prefer is luxury.39% of People is owinig is prefer is necessity.16% of people is owinig is status. 2. 29% of people is presently using is hero Honda.29% of people presently is using bajaj.27% Of people is presently using is Yamaha.15% of people is presently using is Tvs. 3. 12% of people respondent prefer is awareness through of T.v.28% of people respondent Prefer is news paper.40% of people respondent prefer is F.m radio.20% of people respondent is prefer internet. 4. 35% of people is respondent opinion of adversiment is prefer excellent.17% of people Is respondent opinion on advesiment of very good.21% of people is respondent opinion Of adverwsiment opinion of ok.27% of people is respondent opinion of advesiment is need to change. 5. 45% of people is motivated of sales man.19% of people is motivated of words of mouth 11% of people is motivated of dealers.25% of people is motivated of reliability and change.
6. 13% of respondent opinion on people price of motor cycle is economical.23% of respondent Opinion on people price of motor cycle is moderate.21% o respondent price of motor cycle Is expensive.43%of opinion on people of motor cycle is cant say.
7. 32% of people rank the price 33% of people rank the brand 13% of people rank the performance 16% of people rank the service. 8. Opinion on spare parts of 36% people of excellent opinion on spare parts of 19% of Good opinion on spare parts of 21% of people poor opinion on spare parts of 24% of People of cannot say.
9. Opinion on spare parts of 25% is Economic opinion on spare parts of 23% of people Is expensive opinion on spare parts of 28% is need not .opinion on spare parts of 24% Of people necessary.
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DEPT OF MANAGEMENT
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CHAPTER-6
10. 29% of people look for long life,20% of people look for low cost,31% of people look for good mileage 20% of people look for trend. 11. 29% of people look for long life,20% of people look for low cost,31% of people look for good mileage 20% of people look for trend 36% of people think that bajaj is a competitor
of hero Honda,12% ,24%,28%,of people think that Yamaha ,TVS ,Honda is a competitor.
12 Motorcycle is popular by Esay transportation to the extent of 25%,by cost of the extent of 23% ,by cost of the extent of 28%,by cost of the extent of24%.
13. 13% of people say that service is good,21% of people say that service is statisfactory 23% of people say that service is bad,25% of people say that service is not avalid.
14.25% of people say that NOIDEA,19% of people say that NOT NECESSARY,27% of people say that NECESSARY,29% of people say that NOT MUUCH IMPORTANT. 15 31% of people like that 100cc bike16% of people like that 125cc bike,21% of people Like that 150cc bike, 32% of people like that 180cc bike.
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DEPT OF MANAGEMENT
CUSTOMER PERCEPTION
CHAPTER-6
FINDINGS
1. More than 78% of the respondents felt the ownership of Motor Cycle as necessity, while 7% of them felt it is as comfort. 4% of the respondent felt it is as luxury and 11% of respondents felt it is as status.
2. 24% of the respondents were satisfied with the after sales service of Hero Honda, while 36% fel it as good, 40% as bad and 2% as excellent.
3. 36% of the respondents felt that the price of Hero Honda as economical, while 11% of them felt it as expensive and 49% of them felt that the price as moderate.
4. When asked about the opinion on Hero Honda motorcycles advertisement 15% as excellent, 31% as very good and 44% as ok. And 11% of them expecting change.
5. There are many criterias considered by customers while choosing the motorcycle company or particular model. Hero Honda mileage factor while selection and variety. I found 38% customers considered
6. Customers have right to expect for company 32% customers expect long service from the company.
7. With out proper motivation no one will buy the particular motor cycle it is found that 76% customers affected by work of mouth, 9% by sales man, 13% by reliability and 2% by dealers.
8. It is observed that Hero Honda is a market leader in motorcycle industry.
9. Hero Honda has the highest sales while Crux and freedom has very low sales.
10. Victor is a second leading competitor.
11. The splendor model of Hero Honda is mostly used motorcycle
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DEPT OF MANAGEMENT
CUSTOMER PERCEPTION
CHAPTER-6
SUGGESTIONS
The following are the few suggestions from my point of view of Meghanath Automobiles regarding customer Perception, which may be correct or may not.
1. Give preferences to customer 2. Minimize the gap between customers and dealers 3. Media advertise should be effective. 4. Dealer should provide the motorcycles as per demands of customers. 5. Give preference to test ride of motorcycle. 6. Servicing standard should have the level of satisfaction. 7. Generally the buying decisions are taken by middle class people so they should be targeted. 8. The company should also introduce various installments schemes in order to promote the sales. 9. The company should try to sell the motorcycles at competitive prices and should also concentrate in after sales service and as to benefit the company in the long run. 10. News papers, magazines, Television, web-sites are the best and the most effective media for advertising the various brands of motorcycles. 11. The spare parts of the Hero Honda motorcycles are commonly available in the market. 12. The buyers look for a motorcycle which has a lower price as compared to other brands available in the market followed by the company. 13. Installments schemes are preferred by the buyers.
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DEPT OF MANAGEMENT
CUSTOMER PERCEPTION
BIBLIOGRAPHY
BLIOGRAPHY:
BOOKS: Consumer Behavior Leon. G. Schiffman & Leslic Lazar Kanukl Consumer behavior Indian perspective, --Suja.R.Nair Consumer behavior, -- Michael R. Soloman Marketing channels (6th edition),. Annet Coughlan, Erin Anderson, Louis W.Stern Research Methodology Marketing Research -- R.C. Kotari -- D.D. Sharma.
Magazines Indian journal of marketing Business World The economic times. American Journal of Marketing
Internet:
www.herohonda.com
www.marketingteacher.com
www.actapress.com
www.70.homepage.villanova.edu
www.jcmc.iniana.edu
- 57 -
DEPT OF MANAGEMENT
CUSTOMER PERCEPTION
BIBLIOGRAPHY
www.links.jstor.org
www.springerlink.com
www.pearsoned-asia.com/marketingmanagementasia
- 58 -
DEPT OF MANAGEMENT
CUSTOMER PERCEPTION
QUESTIONNAIRE
QUESTIONNARIES
1. What is your opinion about owning a Motorcycle? A) Comfort C) Necessity B) luxury D) Status
2. Which BRAND of motor cycle are you presently using? A) Hero Honda C) Yamaha B) Bajaj D) TVS
3. Through which media did you came to know about Hero Honda? A) T.V C) FM Radio B) News Paper D) Internet
4. Please give your opinion about the advertisement? A) Excellent C) Ok B) Very Good D) Need to change
5. Who motivated you before buying motorcycle? A) Sales Man C) Dealers 6. What do you think about the price? A) Economical C) Expensive B) Moderate D) Cannot Say B) Words of mouth D) Reliability and long
7. Please rank the parameter which influence you to buy a particular motorcycle (rank for 5)? A) Price C) Performance B) Brand D) Service
8. What is your opinion regarding mileage should be? A) Excellent C) Poor 9. What is your opinion on spare parts? A) Economic C) Need not B) Expensive D) Necessary B) Good D) Cannot Say
- 59 -
DEPT OF MANAGEMENT
CUSTOMER PERCEPTION
QUESTIONNAIRE
10. What added value feature you are looking for in a motorcycle that could enchase the value for money? A) Long life C) Good mileage B) Low cost D) Trend
11. What are the other companies competing Hero Honda? A) Bajaj C) TVS B) Yamaha D) Honda
12. Depending on which factors motorcycles are very popular in todays environment ? A) Easy transportation C) Convenient for use B) Cost of transportation is low D) Maintenance is easy
13. How is the after sales and service of the company? A) Good C) Bad B) Satisfactory D) Not Availed
14. What is your opinion about color selection of motorcycle? A) No Idea C) Necessary B) Not necessary D) Not Much Important
15. Among the following which one do you like? A) 100 cc Bike C) 150 cc Bike B) 125 cc Bike D) 180 cc and Above
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DEPT OF MANAGEMENT
CUSTOMER PERCEPTION
QUESTIONNAIRE
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DEPT OF MANAGEMENT

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CUSTOMER PERCEPTION

Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI

DATA ANALYSIS & INTERPRETATION

6.1 SUMMARY, FINDINGS & SUGGESTIONS 6.2 BIBLIOGRAPHY 6.3 QUESTIONNAIRE

Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI

Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI

Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI

Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI

Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI

CHAPTER-1 Boone & Kurtz (1998)

Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI

CUSTOMER PERCEPTION COSTOMER PERCEPTION

The first three constitute perception.

Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI

CUSTOMER PERCEPTION CONCEPT OF PERCEPTION

External Factors and Internal Factors

External Factors influencing attention

Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI

CUSTOMER PERCEPTION Contrast

THE PERCEPTUAL PROCESS

Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI

Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI

CUSTOMER PERCEPTION Perceptual Organization:

Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI

With the Perception Analyzer, you can:

The perception Analyzer and your project

A customers Perception of Relationship between Buyer & Seller

Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI

Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI

THE STUDY DESISGN

Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI

IMPORTANCE AND NEED FOR THE STUDY

OBJECTIVES OF THE STUDY

Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI

SAMPLE SIZE The study is conducted on a sample of 75 respondents.

LIMITATIONS OF THE STUDY

Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI

Marketing Research and Analysis:

Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI

Customer retention is vital for the survival of software development organizations,

Studies in process change have focused on the improvement of operational

Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI

Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI

Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI

Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI

Global Gearing > Alliances

Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI

Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI

Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI

Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI

"Auto Tech of the Year" - Glamout PGM FI by Overdrive Magazine.

"Bike of the Year" - CBZ X-treme by Overdrive Magazine.

Ranked CBZ X-treme "Bike of the Year" - by B S Motoring Magazine

Most Trusted Company , by TNS Voice of the Customer Awards 2006.

Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI

Pleasure (Gearless Scooters)

Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI

Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI

Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI

Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI

Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI

CUSTOMER PERCEPTION Padma Bhushan' by Government of India

Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI