A STUDY ON CUSTOMER SATISFACTION OF HONDA

BIKES AT RAMANATHAPURAM

CHAPTER-I

1.1.INTRODUCTION

The two wheeler industry has been going steadily over the all years all over the
world.In 1947 Hondamade,manufactured and sold his first complete motorbike.The bike was
great success and were sold as a rate of a 1000 units in a month.

The project is all measuring the customer satisfaction in Hondamotors.for the

past few years trying customer satisfaction.The creation of market was a purposeful invention of
business people who had to achieve their goal viz, profit ,profit of course is the end result but is
dependable on how best the unlimited and respective consumer could be satisfied.with the
creation of satisfaction of customers.

Marketing tends to be seen as a creative industry, which includes advertising

distribution and selling.it is also concerned and anticipating the customers future needs and
wants,often through market research.

Its specialist area include;

advertising and branding

communications
database marketing
industrial relations
 public relations
market research

What is customer satisfaction

Customer satisfaction means meeting and exceeding and expectations your customers
have about the experience they are going to receive when visiting your business.And the level of
satisfaction achieved depends on the extend to which expectations are
fulfilled.yourcustomersexpectations come from a variety of sources,and can very dramatically
from one customer to the next

Customers expectations are created by;

Your martketing messages and materials

What they have heard about your business from friends and relatives
Their own personal opinions,age ,income level,etc,etc.
The price they are going to pay for the experience
Their previous experience with your business

Its important to remember that your guests expectations start to be established from the moment
of their first contact with your property.expectations ,and what needs to be done to meet and
exceed expectations ,can differ from one customers to the next, and they can differ from one
occasion to the next,depending on factors such as why the customers is visiting your
business,with whom, for how long,etc.

Creating satisfied customers means listening to and understanding their expectations and
responding their needs.
THEORIES OF CUSTOMER SATISFACTION

A number of theoretical approaches have been utilized to explain the relationship

between disconfirmation and satisfaction. still again there are a number of theories
surrounding the satisfaction and service paradigm.

Many theories have been used to understand the process through which customers form
satisfaction judgements. the theories can be broadly classified under three groups:
Expectancy disconfirmation, Equity, and Attribution. The expectancy disconfirmation
theory suggests that consumers form satisfaction judgements by evaluating actual
product/service. Four psychological theories were identified by Anderson that can be
used to explain the impact of expectancy or satisfaction: Assimilation, contrast,
generalized negativity, and assimilation contrast. Some of the theories are discussed in
this chapter.

1. Measurement of satisfaction

The heart of the satisfaction process is the comparison of what was expected with the
product or services performance this process has traditionally been described as the
confirmation / disconfirmation process. First, customers would form expectations prior
to purchasing a product or services. Second, consumption of or experience with the
product or service produces a level of perceived quality that is influenced by
expectations.

If perceived performance is only slightly less than expected performance, assimilation

will occur, perceived performance will be adjusted upward to equal expectations. If
perceived performance lags expectations substantially, contrast will occur, and the
shortfall in the perceived performance will be exaggerated.

Fig.1 shows the satisfaction function between perceived quality and expectations.
Performance exceeds expectations, satisfactionincreases, but at a decreasing rate. As
perceived performance falls short of expectations, the disconfirmation is more.

Satisfaction can be determined by subjective (e.g. customer needs, emotions) and

objective factors (e.g ).product and service feature) applying to the hospitality industry.
There have been numerous studies that examine attributes that travelers may find
important regarding customer satisfaction. Service quality and customer satisfaction are
district concepts, although they are closely related.

Atkinson (1998) found out that cleanliness, security, value for money and courtesy of
staff determine customer satisfaction. Knutson (1998) revealed that room cleanliness and
comfort, convenience of location, prompt service, safety and security, and friendliness of
employees. Are important. A study conducted by Akan (1995) claimed that vital factors
are that behavior of employees, cleanliness and timelines. On the other hand the study by
choi and chu (2001) concluded that staff quality, room qualities and value are the top
three hotel factors that determine travelers satisfaction

2.VARIOUS THEORIES OF CUSTOMER SATISFACTION

Conistency theories suggest that when the expectations and the actual product
performance do not match the consumer will feel some degree of tension. In order to
relieve this tension the consumer will make adjustments either in expectations or in the
perceptions of the products actual performance. Four theoretical approaches have been
advanced under the umbrella of consistency theory: (1) assimilation theory: (2) contrast
theory: (3) Assimilation-contrast theory: and(4) negativity theory.

2.1 Assimilation theory

Assimilation theory is based on Festingers (1957) dissonance theory. Dissonance theory

posits that consumers make some kind of cognitive comparision between expectations
about the product and the perceived product performance. This of the consumer post
usage evaluation was introduced into the satisfaction literature in the form of assimilation
theory. According to Anderson (1973), consumers seek to avoid dissonance by adjusting
perceptions about a given product to bring it more in line with expectations. consumers
can also reduce the tension resulting from the discrepancy between expectations and
product performance either by distorting expectations so that they concide with perceived
product performance or raising the level of satisfaction by minimizing .he relative
importance of the disconfirmation experienced.

2.2 Contrast Theory

Contrast theory was first introduced by Hovland, Harvey, Sherif (1987). Dawes et al
(1972) define contrast theory as the tendency to magnify the discrepancy between ones
own attitudes and the attitudes represent by pinion statements. Contrast theory presents as
alternative view of the consumer post usage evaluation process than was presented in
assimilation theory in that post usage evaluations lead to results in opposite predictions
for the effects of expectations on satisfaction. While assimilation theory posits that
consumers will seek to minimize the discrepancy between expectation and performance,
contrast theory holds that a surprise effect occurs leading to the discrepancy being
magnified or exaggerated.

According to the contrast theory, any discrepancy of experience from expectations will
be exaggerated in the direction of discrepancy. If the firm raises expectations in his
advertising, and then a customers experience is only slightly less than that promised, the
product/sevice would be rejected as totally un satisfactory. Conversely, under promising
in advertising and over delivering will cause positive disconfirmation also to be
exaggerated.
2.3 Assimilation-Contrast theory

Assimilation contrast theory was first introduced by Anderson (1973) in the context of
post exposure product performance based on Sherif andHovlands (1961) discussion of
assimilation and contrast effect.

Assimilation-contrast theory suggests that if performance is within a customers latitude

(range) of acceptance, even though it may fall short of expectations, the discrepancy will
be discharged assimilation will operate and the performance will be deemed as
acceptable. if performance falls within the latitude of rejection, contrast will prevail and
the difference will be exaggerated, the product?service deemed un acceptable.

As with assimilation theory, the consumers will tend to assimilate or adjust differences in
perceptions about product performance to bring it in line with prior expectations but only
if the discrepancy is relatively small.

2.4 Negativity Theory

This theory developed by Carlsmith Aronson (1963) suggests that any discrepancy of
performance from expectations will disrupt the individual, producing negative energy.
Negative theory has its foundations in the disconfirmation process. Negative theory states
that when expectations are strongly held, consumers will respond negatively to any
disconfirmation. accordingly dissatisfaction will occur if perceived performance is less
than expectations or if perceived performance exceeds expectations.

This theory developed by Carlsmith Aronson (1963) suggests that any discrepancy of
performance from expectations will disrupt the individual, producing negative energy.
Affective feelings toward a product or service will be inversely related to the magnitude
of the discrepancy.

2.5 Equity Theory

This theory is built upon the argument that a mans rewards in exchange with
others should be proportional to his investments. An early recognition of this theory first
 came out of research by Stouffer and his colleagues in military administration. They
reffered to relative deprivation (equity) as the reaction to an imbalance or disparity
between what an individual perceives to be the actuality and what he believes should be
the case, especially where his own situation is concerned

Improving customer satisfaction

Published standards exist to help organizations develop their current levels of customer
satisfaction .The international customer service institute(TICSI)has released the
international customer service standard (TICSS) enables organizations to focus the
attention on delivery excellence the management of the customer service . TICSS focus
as on organizations attention on delivery in increase customer satisfaction by helping the
organization through a service quality model .
1.1. OBJECTIVE OF THE STUDY

To study the customer satisfaction with reference to service after sales

To study whether the service personnel are able to discharge their duties in meeting with the
customers demands

To analyze the services rendereatHonda motors

To identify the areas where improvement could be made while handling the customer
1.2.NEED FOR THE STUDY

The customers taste and preferences vary with the passage of time.The need for this study
emerged because to find out the pulse of the customer in case of after sales service in
rameswarHonda ,ramanathapuram, this emerged trend

This study further funds that weather customer expectations level matches with their customer
satisfaction level, in case of after sales service.through this study, it helps the dealer to learn
weather the customers were treated in a good manner in and weather customer
rameswarHondaramanathapuram problem were taken with utmost care and how good
relationship is maintained between in rameswarHondaramanathapuram and their customers

1.3.SCOPE OF THE STUDY

The study helps in having an awareness of customer satisfaction towards the use of
bajaj had a good reputation in the market this study will help to know that how bajaj had a good
reputation in the market ,this study will help to know that how bajaj satisfied by the vehicle
users.

1.4.LIMITATIONS OF THE STUDY

The survey is done only with the south Chennai city only.
The sample size is selected due to convenient for study.
The constraint of time limit is felt as the duration was short and elaborate survey
was not possible.
 Forcasting the market potential estimation is based on the data received from the
general customer of the two wheelers.
The survey does not include any observation technique to observe the behavior of
customer while buying the project.
The sample size was limited 50 only.
1.5.INDUSTRY PROFILE

Honda Motorcycle & Scooter India Pvt. Ltd. (HMSI) is the 100% subsidiary of Honda motor
company, Japan the world`s No. 1 two wheeler company. Honda motor india the wholly owned
subsidiary of Honda Motor CO., Ltd commences operations, Beginning with HSCI parts
operations (HMI) formally began its operations from its corporate office in Greater Noida , Uttar
Pradesh, India from December 1, 2006. The plan to set up HMI was first announced by Mr
Takeo Fakui, President and CEO, Honda Motor Co., Ltd, during his visit to New Delhi.
Formation of HMI is part of the overall strategy to strengthen and integrate operations of Honda
companies in india with respect to service parts.

1.6.COMPANY PROFILE

Founder Keita Muramatsu, president and CEO

Country India

Year of establishment 1999

Business group Honda motor company, limited

Listings & its codes Honda motor cycle and scooter India, private limited(HMSI)

Head office Haryana , India

Industry Automotive, Manufacturing of two wheeler and auto components

Products Automobiles, commercial vehicles, motorcycles, jet aircraft.

Number of employees 198,561(2014)
Website www.Honda2wheelersindia.com
SEGMENTS AND BRANDS

Unicorn 160
Cb shine
Cb twister
Cbf 125 stunner
Cbr250R
Cbr150R
Honda activa 125
Honda Dio
Cb hornet
Honda dream

1950 Honda motor Co, LTD. Was founded 1948

1962 Honda first overseas production base in completion of suzuka
circuit
1970 Launched first indigenous scooteratte (sub-100cc variomatic
scooters)Honda scooters in april.
1987 The cbr600f hurricane is Hondas first fully faired,four-cylinder
street bike.
2004 Honda prototypes a motor cycle poweted by a fuel cell.
2007 Honda is the first manufacturer to offer a motorcycle with air bag
crash protection.
2011 In an effort to tab into the burgeoning begainner bike segment,the
 cbr250r is introduced powered by a 249cc single cylinder
engine,the mini cbr is manufactured in Hondas india plant and sold
worldwide.

COMPANY FLASHBACK

The first complete motor cycle, with both the frame and engine made by Honda, was the 1949 D-
type, the first Honda to go by the name Dream. Honda motor company grew in ashort time to
become the world`s largest manufacturer of the motorcycles by 1964.

The first production automobile from Honda was the T360 mini pick-up truck. With a staff of 12
men working in a (170 sqft) shack, they built and sold improvised motorized bicycles, using a
supply of 500 two stroke 50cc tohatsu war surplus radio generator engines. When the engines ran
out, Honda began building their own copy of the tohatsu engine, and supplying these to
customers to attach their bicycles.

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 CHAPTER II

2.1.REVIEW OF LITERATURE

DR.N.CHANDRASEKARAN investigated the wants of customer are carefully studied by

conducting surveys on consumer behaviour.this study will help gain knowledge about the
influence of the consumer to prefer particular brand and the problems faced by them using such
brands

DR.S.K.SINHA &AJAY WAGH examined that india is fastest going telecommunication

markets of the 21 st century .The common man artisans agricultural labours ,vendors and
workers from every walk of life are comfortably using the services provided by telecom
industries.

DR.C.ANNANDAN&M.PRASANNA MOHAN RAJ&MR.S.MADHU examined the new

mantra of all FMCG giants is,to get rich,sell to the rural.so they have started marketing program
to explore the untabbed segment of rural market.

RACHEAL DARDIS,HORACIO SOBERON-FERRER investigated the customer decision

making is multinational, that is customer choices are not base on a single product
attributes,instead customers view product of bundles of attributes,product attributes(automobile
attributes)as well as house hold characteristics. both instances,the higher the value of cost index
or the trouble index the more un satisfactory the bike is relative to other bike a better education is
house hold might be more informed about the preference properties of Japanese bike and
attracted by the higher value reliability of these bikes.

M.ABDUL HANEEF, M. EDVIN GNANADHAS, MR.BA.ABDUL KAREEM,

MR.VIKAS SINGAL (2006) : In his study of auto mobile industry sectror he has mentionec
that the two wheeler segment has recorded significant change in the past 4-5 years. The market
for motor cycles his growing and its sale rose by 27% annually due in the last 4 years. The
pointed out that while the market for motor cycles is growing that for mopeds and geared
scooters is shrinking. This change in the taste of the consumers is possibly due to the
technological; change. Also most of the manufacturers like bajaj, Yamaha and tvs had redused
the prises of their entry level motor cycles in order to capture a bigger share of the market.

MR. SHUBADIP ROY(2006) SR MOHANOT (2002) : in the study of two and three wheelers
he out from the stand point of means of personal transportation. The two wheeler has become a
expression of the owners personality. The (customer in making his choice does evaluate the
product in terms of utility, fuel economy, reliability, maintenance, affordability, performance
good after sales service at reasonable cost, availability of spareparts at : economical prises ,
looks, safety and comfort and ease of riding for drivimg.total sales of two wheeler in first eight
months of 2001-2002 has increased to 2,70 million units from 1.33 million units in the
corresponding period of the preceding year.

SIDDHARTHA ANS S.MUKHERJEE (2002): the study reveals. That, the two wheeler in
india are used for variety of work such as visiting people, carrying loads, outdoor jobs like
selling and buying. In people two travel more frequently to nearby town to their daily needs. The
two wheeler has become a valuable support for increasing productivity and in turn the profit,
besides helping as a personal mode of transportation.
RAJUMANI SINGH AND AS YASSO (2001): he also pointed out that a major part of growth
in the two wheeler industry has come from motor cycles, which are considered fuel efficient,
reliable and its suitability on rough roads. As per he study, tvs-suzuki, hero, bajaj , Yamaha
dominates the two wheelers seen. The study also says that due to stiff competition from
automobile major Yamaha which is a largest producers of scooters the LML is facing
considerably stiff competition. However, dominance of this category has been declining because
of shift in customer preference towards motor bikes. Lutz (1981): in the study a perspective into
consumer behavior is motivated by a desire to understand the relationship between attitude and
behavior.According to rakesh Sharma, head of international business at Honda auto will give
technical support and expert equipment to our distribution partners in virus countries. The
ownership of assembly lines is by our partners this allows as to focus on market development it
is commissioned CKS (completely knocked down) system.
 CHAPTER III
RESEARCH METHODOLOGY

Research is a scientific and systematic search for pertinent information. The main aim of
research is to find out the truth which is hidden and which has not been discovered as yet.

Research methodology is a way to systematically solve the research problem. The quality of a
product depends upon the methodology adopted for the study.

Methodology in term depends upon the nature of the project work. The main strength of the
project comes from the process that is collecting, synthesizing and analyzing information.

In research methodology the following points are covered.

Research design
Data collection
Research instrument
Sampling plan
Data analysis

It is the conceptual structure within which research is conducted; it constitutes the

blueprint for the collection, measurement and analysis of data. Research design must
contain the following

A clear statement of the research problem. Procedures and techniques to be used

for gathering information.
The population which has to be studied
The methods to be used in processing and analyzing data.
The research design undertaken for the study is Descriptive research design. These
designs are determined for some specific purpose. It is focused on the accurate
description of the variables present in the problem. In this study, the information
provided by the respondents in the questionnaire has been analyzed to find out level of
customer preference towards the services provided at Honda motor company.

3.1 RESEARCH DESIGN

The research design undertaken for the study is Descriptive research design. These
designs are determined for some specific purpose. It is focused on the accurate
description of the variables present in the problem. In this study, the information
provided by the respondents in the questionnaire has been analyzed to find out level of
customer preference towards the services provided at BAJAJ motor company

DATA COLLECTION

The accuracy of the data collected, is of great significance for drawing correct and valid
conclusions from the investigations. The following are the main steps in data collection
process:

To decide on the type of information required in the investigation.

Establishing the facts that are available at present and additional facts required.
Identifying the sources from where the information can be collected.
Selecting the appropriate method of collection of data.

Data collected can be either primary or secondary.

PRIMARY DATA

It is the collection of first hand information. They are original in nature and can be
acquired in many ways like observations, experiment or surveys. The method adopted
here for collection of primary data is direct interview method where the interviewer
directly interviews the respondents with a well structured questionnaire.

SECONDARY DATA

It refers to the data that have already been collected and analyzed by someone else. For
the purpose of the study, secondary data has been collected from books and websites.

RESEARCH INSTRUMENT

This instrument used in the study is questionnaire. A questionnaire consists of a

number of questions printed or typed in a definite order on a form or set of forms. For the
purpose of the study, a questionnaire, which contained simple and close-ended questions
with suggestions of the customers was distributed.

3.2SAMPLING PLAN

A sampling plan consists of

Sampling frame

Sampling size

SAMPLING FRAME

A sampling frame is the source material or device from which a sample is

drawn. It is a list of all those within a population who can be sampled, and may include
individuals, households or institutions.
 SAMPLE SIZE

This refers to the number of items to be selected from the universe to a sample. The size
of the sample should neither be excessively large not too small. An optimum sample is
one that fulfills the requirements of efficiency, representativeness, and flexibility. The
size of the sample for the study is 120

SAMPLING UNIT

All the respondents, i.e each of the customers, selected for the study forms
the sample unit.

DATA ANALYSIS

The data after collection has to be processed and analyzed with the outline laid down
for the purpose at the time of developing the research plan. This is essential for a
scientific study and ensuring that we have all relevant data for making contemplated
comparisons and analysis.

Statistical tools used for the study:

Percentage analysis
Weighted average method

Percentage analysis is one of the traditional statistical tool. The data in this method are reduced
in the standard form with the base equal to hundred which facilitates relative comparison.
Formulae used to calculate percentage analysis is
 Percentage of respondents = number of respondent X 100

Total respondents

Percentage analysis has been used to analyze the customers preference towards various factors
such as price, services provided, promotional activities etc

WEIGHTED AVERAGE METHOD

This is the method wherein weights are attached to the items. The term weight stands for
relative importance of different items.

For the purpose of analyzing the questions where the customers have
given ranks, weights have been assigned to various ranks. The weighted average score is
calculated by multiplying the number of responses in a cell with their relative weight and the
whole row is summed up to give the weighted score for the factor.

Data analysis and interpretation is an attempt to organize and summaries

the researcher to relate critical points with the study objective. This organizing and summarizing
of data, require the use of statistical tools such as percentages and averages.

Information provided by the respondents in the questionnaire has been

analyzed and results are represented in the form of tables and charts. Percentage analysis has
been used to analyze the customers preference towards various factors such as price, service
provided, promotional activities etc

Weighted average has been used to rank the various attributes that
influenced the respondents to avail the services at HONDA motor company.
 CHAPTER IV
DATA ANALYSIS AND INTERPRETATION

TABLE 4.1

AGE WISE CLASSIFICATION

S.NO NO.OF RESPONSE PERCENTAGE

18-20 25 20%

20-25 40 36%

25-35 25 24%

ABOVE 35 30 20%

Total 120 100%

 20
18
16
14
12
10
18
8
6 12
10 10
4
2
0
18-25 25-40 40-50 ABOVE 50

INTERFACE

ABOVE THE TABLE SHOWS THAT 20-25 RESPONDENT 18,25-35 RESPONDENT

12,ABOVE 35 RESPONDENT 10,18-20 RESPONDENT 10.
 TABLE 4.2

SHOWS THE OCCUPATION WISE CLASSIFICATION

S.NO NO OF RESPONSE PERCENTAGE

STUDENT 60 42%

EMPLOYED 30 32%

UNEMPLOYED 30 26%

TOTAL 120 100%

 GRAPH 4.2SHOWS THE OCCUPATION WISE CLASSIFICATION

50

45

40

35

30

25

20

15

10

0
STUDENT EMPLOYED UN EMPLOYED

INTERFACE

Above the table shows that 21 respondent at student,16respondent at employed 13,respondent at unemployed.
 TABLE 4.3

INCOMEWISE CLASSIFICATION

S.NO NO OF RESPONSE PERCENTAGE

10000-15000 30 24%

15000-25000 40 40%

25000-35000 30 20%

ABOVE 35000 20 16%

TOTAL 120 100%
GRAPH4.3 INCOME WISE CLASSIFICATION
45
40
35
30
25
20
15
10
5
0
1000-15000 15000-25000 25000-35000 ABOVE 35000

INTERFACE

ABOVE THE TABLE SHOWS THAT 15000-25000 RESPONDENT OF 20, 12

RESPONDENT 10000-15000, 10 RESPONDENT 25000-35000, 8 RESPONDENT ABOVE
35000.
 TABLE 4.4

SHOWS THE SATISFIED WITH HONDA

S.NO NO OF RESPONSES PERCENTAGE

YES 90 70%

NO 30 30%

TOTAL 120 100%

 GRAPH 4.4 SHOWS THE SATISFIED WITH HONDA

80

70

60

50

40

30

20

10

0
YES NO

INTERFACE

ABOVE THE TABLE SHOWS THAT YES RESPONDENT 35, AND NO RESPONENT 15

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 TABLE 4.5

SHOWS WHICH FACTOR CONSIDER IS SATISFIED

OPTION NO OF RESPONSE PERCENTAGE

FEATURE 30 36%
LOW MAINTENANCE 20 10%
LOOKS 40 30%
AFTER SALES 30 24%
SERVICE
TOTAL 120 100%
 GRAPH 4.5

SHOWS WHICH FACTOR CONSIDER IS SATISFIED

40%
35%
30%
25%
20%
15%
10%
5%
0%
FEATURE LOW MAINTANCE LOOKS AFTER SALE AND
SERVICE

INTERFACE

ABOVE THE TABLE SHOWS THAT FEATURE 18 RESPANDENT,15 RESPONDENT AT

LOOKS,12 RESPONDENT AT AFTER SALES AND SERVICE,5 RESPONDENT AT LOW
MAINTANCE
 TABLE 4.6

SHOWS SATISFIED WITH DESIGN

OPTIONS NO OF RESPONSE PERCENTAGE

SATISFIED 35 36%
EXTREMELY 20 10%
SATISFIED
NEUTRAL 35 30%
DISSATISFIED 30 24%
TOTAL 120 100%
 GRAPH 4.6

SHOWS SATISFIED WITH DESIGN

40%

35%

30%

25%

20%

15%

10%

5%

0%
SATISFIED EXTREMELY SATISFIED NEUTRAL DISSATISFIED

INTERFACE

ABOVDE THE TABLE SHOWS THAT SATISFIED 18 RESPONDENT,15RESPONDENT

AT NEUTRAL,12 RESPONDENT AT DISSATISFIED,5 RESPONDENT AT EXTREMELY
SATISFIED.
 TABLE 4.7

SHOWS WHAT CAN BE IMPROVED IN BIKE

OPTIONS NO.OF RESPONSE PERCENTAGE

TYRE 20 24%

GEAR BOX 60 40%

HORSE POWER 24 20%

SPECIFY 16 16%

TOTAL 120 100

GRAPH 4.7 SHOWS WHAT CAN BE IMPROVE IN BIKE

40%

35%

30%

25%

20%

15%

10%

5%

0%
TYRE GEAR BOX HORSE POWER SPECIFY

INTERFACE

ABOVE THE TABLE SHOWS THAT 20 RESPONDENT CAN IMPROVE GEAR

BOX,12RESPONDENT TYRE,10 RESPONDENT HORSE POWER,8 RESPONDENT TO
SPECIFY
 TABLE 4.8

SHOWS BUY OTHER BRAND BIKE APART FROM HONDA

OPTIONS NO OF RESPONSE PERCENTAGE

YES 50 40%

NO 70 60%

TOTAL 120 100%

GRAPH 4.8 SHOWS BUY OTHER BRAND BIKE APART FROM HONDA

70%

60%

50%

40%

30%

20%

10%

0%
YES NO

INTERFACE

ABOVE THE TABLE SHOWS THAT YES RESPONDENT OF 20,30RESPONDENT ABART

THE BIKE NO.
 TABLE 4.9

SHOWS THAT LIKELY TO RECOMMENDED FRIENDS OR COLLEAGUE

OPTIONS NO OF RESPONSE PERCENTAGE

YES 85 70%

NO 35 30%

TOTAL 120 100%

.
 GRAPH 4.9

SHOWS THAT LIKELY TO RECOMMENDED FRIENDS OR COLLEAGUE

70%

60%

50%

40%

30%

20%

10%

0%
YES NO

INTERFACE

ABOVE THE TABLE SHOWS THAT 35 RESPONDENT YES TO

RECOMMENTED,15RESPONDENT NO RECOMMENDED THE BIKE
 TABLE 4.10

SHOWS THE BRAND WHICH RESPONDENCE PREFER

OPTIONS NO OF RESPONSE PERCENTAGE

YAMAHA 0 0

BAJAJ 0 0

TVS 0 0

HONDA 120 100%

TOTAL 120 100%

 GRAPH 4.10

SHOWS THE BRAND WHICH RESPONDENT PREFER

120%

100%

80%

60%
100%
40%

20%

0% 0% 0% 0%
YAMAHA BAJAJ TVS HONDA

INTERFACE

100% OF THE RESPONDENTPREFER HONDA

 TABLE 4.11

SHOWS CUSTOMERS COME TO KNOW ABOUT THIS PRODUCT

OPTIONS NO OF RESPONSE PERCENTAGE

ADVERTISEMENT 60 50%

FRIENDS 44 44%

OTHERS 16 06%

TOTAL 120 100%

 GRAPH 4.11

SHOWS CUSTOMERS COME TO KNOW ABOUT THIS PRODUCT

60%

50%

40%

30%
50%
44%
20%

10%

6%
0%
ADVERTISEMENT FRIENDS OTHERS

INTERFACE

50% OF THEM RESPONDENT TO ADVERTISEMENT

44% OF THEM TO FRIENDS

6% OF THEM RESPONDENT TO OTHERS

 TABLE 4.12

SHOWS PRICE OF THE VECHICLE

OPTIONS NO OF RESPONSE PERCENTAGE

COSTLY 30 20%

AFFORDABLE 70 70%

LOW PRICE 20 10%

TOTAL 120 100%

 GRAPH 4.12

SHOWS PRICE OF THE VECHCLE

80%
70%
70%

60%

50%

40%

30%
20%
20%
10%
10%

0%
COSTLY AFFORADABLE LOW PRICE

INTERFACE

20% OF THEM RESPONDENT TO COSTLY

70% OF THEM RESPONDENT TO AFFORDABLE

10% OF THEM RESPONDENT TO LOW PRICE

 TABLE 4.13

SHOWS AVAILABLITY OF THE PRODUCT

OPTIONS NO OF RESPONSE PERCENTAGE

YES 80 70%

NO 40 30%

TOTAL 120 100%

 GRAPH 4.13

SHOWS AVAILABILITY OF THE PRODUCT

,0 ,0

NO, 30%

YES, 70%

INTERFACE

70% OF THEM RESPONDENTYES TO AVAILABLE THE PRODUCT

30% OF THEM RESPONDENT NO TO AVAILABILITY THE PRODUCT

 TABLE 4.14

SHOWS SERVICE PERIODS OF THE BIKE

OPTIONS NO OF RESPONSE PERCENTAGE

ONCE IN 3 MONTHS 40 46%

ONCE IN 6 MONTHS 60 44%

ONCE IN A YEAR 20 10%

TOTAL 120 100%

 GRAPH 4.14

SHOWS SERVICE PERIODS OF THE BIKE

Sales ONCE IN A YEAR

10%
0%

ONCE IN 6
ONCE IN 3
MONTHS
MONTHS
44%
46%

INTERFACE

FROM ABOVE TABLE SHOWS THAT;

46% OF THEM RESPONDENT TO ONCE IN 3 MONTHS

44% OF THEM RESPONDENT TO ONCE IN 6 MONTHS

10% OF THEM RESPONDENT TO ONCE IN A YEAR

 TABLE 4.15

SHOWS THAT SATISFIED THE QUALITY OF THE BIKE

OPTIONS NO OF RESPONSE PERCENTAGE

YES 80 84%

NO 40 16%

TOTAL 120 100%

 GRAPH 4.15

SHOWS THAT SATISFIED WITH THE QUALITY OF THE BIKES

3rd ,Qtr,
0 0
NO, 16%

YES, 84%

INTERFACE

ABOVE THAT TABLE SHOWS;

84% OF THEM RESPONDENT YES TO SATISFIED THE QUALITY OF THE BIKE

16% OF THEM RESPONDENT NO TO SATISFIED THE QUALITY OF THE BIKE

CHI-SQUARE

TOOL USED: chi- Square

Null Hypothesis(H0):

There is no association between to know about the design and improvement in

bike.

Alternative Hypothesis(H1):

There is association between to know about the design and improvement in bike.

Case Processing Summary

Cases
Valid Missing Total
N PERCENT N PERCENT N PERCENT

How do you satisfy with

design and the 120 100% 0 0.0% 120 100%
improvement in the bike
How do you satisfy in design * how do satisfy improvement in bike.

Consider the improvement of the

Bike Total

Tyre Gear Box BHP Specify

How do you satisfied 7 20 6 2 35

Satisfy with Extremely satisfy 3 10 2 5 20

Design Neutral 5 20 8 2 35

Dissatisfied 5 10 9 6 30

Total 20 60 24 16 120

Value Df Asymp.Sig.
(2-sided)
Pearson Chi-Square 60.377a 16 .000
Likelihood Ratio 75.092 16 .000
2 .052
Linear by linear Association 4.493
N of Valid Cases
120
a. 12 cells (75.0%) have expected count less than 5. The minimum expected count
is .82
Calculated value: 60.377

Degree of freedom: 8

Significant level:0.000

Table value: 26.919

INFERENCE:

Since the calculated value is higher than the table value . so the null hypothesis is
rejected. Hence there is association between to know about the design and
improvement of the bike.
ONE WAY ANOVA ANALYSIS

Null Hypothesis (HO):

There is no significant difference between income wise calculation and the factor
consider satisfaction of respondent.

Alternative Hypothesies(H1):

There is significant difference income wise calculation and the factor consider
satisfaction of respondent.

Rating 10000-15000 15000-20000 25000-30000 350 Above Total

Feature 10 8 9 3 30
Low maintaince 5 6 6 3 20
Looks 10 20 5 5 40
After Sales service 5 6 10 9 30

Total 30 40 30 20 120/120

X1 X12 X2 X22 X3 X32 X4 X42

10 100 5 25 10 100 5 25
8 64 6 36 20 400 6 36
9 81 6 36 5 25 10 100
3 9 3 9 5 25 9 81
30 254 20 106 40 550 30 242

T = X1+X2+X3+x4

= 30+20+40+30
T = 120

CF = T2/N

= (120)2/16

CF = 900

Total Sum of age sample = {X1+X2+X3+x4} CF

= {254+106+550+242} 900

= 1152 900

= 254

Sum of square between samples = ( X1)2+(X2)2+(X3+4x)2 - C.F

= (30)2+(40)2+(30)2+(20)2 - 900

= 2900

= 725

Sum of Square with in sample = total sample between sample

= 254 725

= 470
ANOVA TABLE

Source of Variation Sum of Square Degree of Freedom Variance

Between samples 725 4 1=3 725

3 = 241.67
With in samples 470 16 4= 12 470
12 = 39.16

CALCULATION OF F

F = Variance between sample

Variance with in sample

= 241.67

39.16

Calculation F = 6.17

Tabulated F = Degree of freedom

= (3,12)

Tabulated F = 4.62

Therefore, Calculated F> Tabulated `F

Reject Null Hypothesies(Ho)

INFERENCE: There is significant difference between rating of the levels of satisfaction and Age
group of respondents.
 CHAPTER V
5.1FINDINGS

From the survey, 35 of them responded that they satisfied with Honda.

2.From the survey, 18 of them responded that they factor consider satisfied, 15 of them
considered to looks, 12 of them consider after sales and services.

From the survey, 18 of them responded that they satisfy with the design,15 of them
neutrally satisfied with the design.

From the survey, 20 of them responded can improved bike gear box, 12 of them improve
bike tyres.

From the survey, 30 of them not to buy other brand apart from Honda.

From the survey, 35 of them responded like to recommends friend.

From the survey, 50 of them responded brand prefer Honda.

From the survey, 25 of them responded that they come to know about the product through
advertisement.
 From the survey, 35 of them responded the price as affordable.

From the survey 35 of them responded the availability of the products.

From the survey 23 of them responded that they use to service their vehicle once in 3
months, followed by 22 of them responded once in 6 months and 5 of them responded
once in year.

From the survey 43 of them responded satisfied with the quality of the bike.
 5.2 SUGGESTIONS

1.HONDA motor company should focus on more advertisement.

2.Compliments should be given to those customers who service their bike at a maximum cost.

3.HONDA motor company should extent more attention towards customers and make the fully
supplied with the service.

4. HONDA motor company should improve the latest technology to attract more customers.

5. HONDA motor company should focus on the improvement of the bike maintenance.

6. HONDA motor company should provide more designs for the vehicles

7. HONDA motor company have to focus on the mileage for the above 150cc bikes.

8. HONDA motor company should provide mobile service for the long distance customers for
the satisfaction of the customers and getting additional number of customers
9. HONDA motor company should prefer for the bike cost of price.

10. HONDA motor company should provide fast delivery of the vehicles.

11. HONDA motor company should upgrade their availability of spare parts.

12. HONDA motor company should improve their quality and features of the bikes
5.3CONCLUSION

Concentrates more on customers enquiry and have to work accordingly to their expectations.
Shift systems can be implemented in order to create more employment opportunity as well as to
satisfy the customer to his care extent by concentrating the individual customers. Since the
customers are attracted by advertisement. So the level of advertisement can be improved to
attract more customers.
 QUESTIONNAIRE

The purpose of this questionnaire is to develop Project Report

Customer satisfaction towards Honda Two wheeler in rameswar Honda ramanathapuram as

partial requirement of my summer project for MBA degree in Madras University Chennai

A) Name

B) Age

C) Occupation

D) Income

1) Are you satisfied with Honda bikes

a. yes

b.no

2.If yes which factor u consider is satisfied you most?

a. feature

b .low maintenance

c. looks
d. after sales service

3 .Are you satisfied with the fuel consumption oh Honda bikes?

a. extremely satisfied

b. satisfied

c. neutral

d.dissatisfied

4. Are you satisfied with the design?

a. satisfied

b. extremely satisfied

c. neutral

d. dissatisfied

5.which is the best feature of the bike?

a. looks

b. stability

c. engine

d. other
6. what is the disadvantages of the bike

a.oil cooled engine

b. tubeless tyre

c .gear box

d. other

7. what is the one think you want to improve bike

A .tyre

b .gear box

c.bhp

d.other

8. will you take a change to buy others brand bike apart from Honda?

a. yes

b .no

9. Are you likely to recommend Honda to a friend or colleague?

a. yes

b .no
10. From how many years do you own the bike

a. 0-1 years

b.1-2 years

c,2-4 years

d, above years

11. How do you know about this product?

a. advertisement

b. friend

c. others

12. whichof the following price of the vehicle?

a. costly

b. affordable

c. low price

13. how do you come to know about the availability of the product?

a. yes

b. no

14. which of the following service period of the bike

a. once in 3months

b. once in 6months
c. once in a year

15. how the respondent satisfied with the quality of the bikes

a. yes

b. no
BIBILIOGRAPHY

Marketing Management - Philip Kotler

Principle of service

Marketing and Management- Christopher H Lovelock Louren K Wright

WEBSITE

www.Honda2wheelers.com