DECLARATION

I, NAUSHAD.K, do hereby declare that this project report entitled A STUDY ON

CUSTOMER SATISFACTION TOWARDS HONDA BIKES IN COIMBATORE has

been prepared by me under the guidance and supervision of Mr. T.LAKSHMANAN lecturer

in department of Business Administration, P.P.G Business School Coimbatore.

I also declare that this project report has not been submitted by me or others fully or partially

for the award of any Degree or Diploma, title or recognition before.

P.P.G. Business School NAUSHAD.K

Date:

1
 CERTIFICATE

This is to certify that the Report of the Project Work entitled A STUDY ON
CUSTOMER SATISFACTION TOWWARDS HONDA IN
COIMBATORESubmitted in partial fulfillment of the requirements for the award of the
degree of Master of Business Administration to the PPG BUSINESS SCHOOL Is a
record of bonafide work carried out by NAUSHAD.K under my supervision and Guidance.

Date:

Place: COIMBATORE

Signature of the HOD Signature of the Internal Guide

Submitted for the Viva-voice Examination held on -------------

Internal Examiner External Examiner

2
3
 ACKNOWLEDGMENT

I would like to express my deep sense of gratitude to my distinguished teacher and guide Mr.

LAKSHMANAN T Department of Business Administration for his valuable guidance and

profound inspiration.

I also express my sincere thanks to the Director, Prof. R VIJAYA KUMAR of P.P.G

Business School for his valuable suggestion and co-operation. I also owe a great deal to other

members and staff of the department of Business Administration.

I also thankful to my friend who helped me a lot in the completion of this project.

Above all, thank to God almighty who helps the every activities of my life.

P.P.G Business School NAUSHAD.K

Date:

4
 CONTENT

Sl.no Content Page No

1 History of Honda 7
1.1 Profile 10

1.2 Key persons 12

1.3 Models 16
2 Objectives of the research 18
3 Research methodology 20
3.1 Data source 20
3.2 Research approach 20

3.3 Sampling unit 21

3.4 Data completion and analysis 21
4 Limitations of the study 22
5 Data analysis and interpretations 23
6 Findings 36
7 Suggestions 37
8 Conclusion 38
9 Bibliography 39
10 Questionnaire 40

5
LIST OF TABLES
Table Title Page
number number
1 Type of HONDA bikes own by the respondents 22
2 For what purpose the respondent buy a HONDA bike 23

3 How long the respondent using the bike 24

4 Factors considered by respondent for choosing HONDA 25

5 Rate for comfort, safety, mileage and maintenance by the 26

respondents
6 Satisfaction of respondents towards HONDA bike(s) 27
7 Other bikes owned by the respondents 28
8 Respondents opinion about the service of HONDA bikes 29
compared to other bikes
9 Color of the bike that respondent likes 30

10 Respondents rate towards HONDAs parameter mentioned 31

11 Rate of respondents towards the time spent by employees with 32

the respondents

LIST OF CHARTS
Chart Title Page
number number
1 Type of HONDA bikes own by the respondents 22
2 For what purpose the respondent buy a HONDA bike 23

3 How long the respondent using the bike 24

4 Factors considered by respondent for choosing HONDA 25

5 Rate for comfort, safety, mileage and maintenance by the 26

respondents
6 Satisfaction of respondents towards HONDA bike(s) 27
7 Other bikes owned by the respondents 28
8 Respondents opinion about the service of HONDA bikes 29
compared to other bikes
9 Color of the bike that respondent likes 30

10 Respondents rate towards HONDAs parameter mentioned 31

11 Rate of respondents towards the time spent by employees with the 32

respondents

6
HISTORY
OF
HONDA
7
From a young age, Honda's founder, Soichiro Honda (November 17, 1906 August 5, 1991)

had a great interest in automobiles. He worked as a mechanic at a Japanese tuning shop, Art

Shokai, where he tuned cars and entered them in races. A self-taught engineer, he later

worked on a piston design which he hoped to sell to Toyota. The first drafts of his design

were rejected, and Soichiro worked painstakingly to perfect the design, even going back to

school and pawning his wife's jewelry for collateral. Eventually, he won a contract with

Toyota and built a factory to construct pistons for them, which was destroyed in an

earthquake. Due to a gasoline shortage during World War II, Honda was unable to use his

car, and his novel idea of attaching a small engine to his bicycle attracted much curiosity. He

then established the Honda Technical Research Institute in Hamamatsu, Japan, to develop

and produce small 2-cycle motorbike engines. Calling upon 18,000 bicycle shop owners

across Japan to take part in revitalizing a nation torn apart by war, Soichiro received enough

capital to engineer his first motorcycle, the Honda Cub. This marked the beginning of Honda

Motor Company, which would grow a short time later to be the world's largest manufacturer

of motorcycles by 1964.

8
The first production automobile from Honda was the T360 mini pick-up truck, which went on

sale in August 1963. Powered by a small 356 cc straight-4 gasoline engine, it was classified

under the cheaper Kei car tax bracket The first production car from Honda was the S500

sports car, which followed the T360 into production in October 1963. Its chain driven rear

wheels point to Honda's motorcycle origins

9
 PROFILE

Type : Public company

Industry : Automotive

Aviation

Founded : 24 September 1948

Founder(s) : Soichiro Honda

Takeo Fujisawa

Headquarters : Minato, Tokyo, Japan

Area served : Worldwide

Key people : Takanobu Ito (President, CEO, & Representative Director)

Products : Automobiles, Motorcycles, Scooters, ATVs, Electrical generators,

Water pumps, Lawn and Garden equipment, Tillers, Outboard

motors,

Robotics, Jets, Jet engines, Thin-film solar cells

Revenue : US$ 107.82 billion (2011)

Operating income : US$ 6.87 billion (2011)

Net income : US$ 6.44 billion (2011)

Total assets : US$ 139.61 billion (2011)

10
Total equity : US$ 53.69 billion (2011)

Employees : 179,060 (2011)

Subsidiaries : Acura

Li Nian

Honda Aircraft Company

Website : world.honda.com

11
 Key Persons

Name Position hold

Koichi Kondo Chairman, Vice President, Compliance Officer, Compliance

Officer of Government & Industrial Affairs and Director

Takanobu Ito Chief Executive, President, Chief Operating Officer of

Automobile Operations and Director

Akio Hamada Executive Vice President, Chief Operating Officer of

Production Operations, Executive Officer and Director

Tetsuo Iwamura Senior Managing Officer, Chief Operating Officer for

Regional Operations - North America, President of American

Honda Motor Co Inc, Director of American Honda Motor Co

Inc, President of Honda North America Inc and Director of

Honda North America Inc

Manabu Nishimae Managing Officer, Chief Operating Officer for Regional

Operations - Europe the Middle &Near East and Africa,

President of Honda Motor Europe Ltd and Director of Honda

Motor Europe Ltd

Tatsuhiro Oyama Senior Managing Officer, Chief Officer of Driving Safety

Promotion Center, Chief Operating Officer of Motorcycle

Operations and Director

Fumihiko Ike Senior Managing Officer, Chief Operating Officer for

Business Management Operations, Risk Management

Officer, General Supervisor of Information Systems and

12
 Director

Sho Minekawa Managing Officer, Chief Operating Officer for Regional

Sales Operations - Japan, President of Honda Automoveis do

Brasil Ltd, Director of Honda Automoveis do Brasil Ltd,

President of Moto Honda Amazonia Ltd, Director of Moto

Honda Amazonia Ltd, President of Honda South America

Ltd and Director of Honda South America Ltd

Masahiro Takedagawa Operating Officer, Chief Operating Officer for Regional

Operations - Latin America, President of Honda South

America Ltd, President of Honda Automoveis do Brazil Ltd

President of Honda Canada Inc, Director of Honda Canada

Inc, President of Moto Honda Amazonia Ltd and Director of

Moto Honda Amazonia Ltd

Takuji Yamada Operating Officer, Chief Operating Officer of Power Product

Operations and Director

Masahiro Yoshida Operating Officer, Chief Operating Officer for Business

Support Operations and Director

Tomohiko Kawanabe Senior Managing Officer and Director

Hidenobu Iwata Managing Officer, President of Honda of America Mfg Inc

and Director of Honda of America Mfg Inc

Michimasa Fujino Operating Officer, President of Honda Aircraft Co and

Director of Honda Aircraft Company Inc

Hiroshi Kobayashi Managing Officer, Chief Operating Officer for Regional

Operations Asia & Oceania, President of Asian Honda Motor

13
 Co Ltd and Director of Asian Honda Motor Co Ltd

Takashi Nagai Operating Officer, President of Honda Siel Cars India Ltd,

President of Honda Motor India Private Ltd, Director of

Honda Siel Cars India Ltd and Director of Honda Motor

India Private Ltd

Takashi Sekiguchi Operating Officer, President of Honda Canada Inc and

Director of Honda Canada Inc

Hiroshi Sasamoto Operating Officer, Chief Executive Officer of Honda

Engineering Co Ltd, President of Honda Engineering Co Ltd

and Director of Honda Engineering Co Ltd

Yoshiharu Yamamoto Managing Officer, Director, Chief Executive officer of

Honda R&D Co Ltd, President of Honda R&D Co Ltd and

Director of Honda R&D Co Ltd

Soichiro Takizawa Operating Officer, President of Honda of the U K

Manufacturing Ltd and Director of Honda of the U K

Manufacturing Ltd

Takeo Fukui Advisor and Representative Director

Nobuo Kuroyanagi Advisor and Director

Hirotake Abe Corporate Auditor

Tomochika Iwashita Corporate Auditor

14
Other Board Members on Board

Name (Connections) Primary Company

Toru Onda Honda Motor Co., Ltd.
Fumihiko Saito Honda Motor Co., Ltd.
Hideki Okada Honda Motor Co., Ltd.
Kensaku Hogen Honda Motor Co., Ltd.

15
MODELS

Bike

CBR250R

CBF Stunner

Dazzler

Unicorn

Shine

CB Twister

SCOOTER

Activa (old)

Activa (new)

Aviator DLX

Dio

CARS

Honda city

Honda Accord

Honda Civic

Honda Jazz

Honda Brio

16
OBJECTIVES
OF THE
RESEARCH

17
 OBJECTIVES OF THE RESEARCH

1. To analyze the customer satisfaction.

2. To analyze the customer preference.

3. To analyze after sales services of bikes.

4. To study the behavioral factors of consumers in motor bikes.

5. To suggest various factors to improve sales.

18
METHODOLOGY

19
RESEARCH METHODOLOGY
It is well known fact that the most important step in marketing research process is to define

the problem. Choose for investigation because a problem well

defined is half solved. That was the reason that at most care was taken while defining

various parameters of the problem. After giving through brain storming session,

objectives were selected and the set on the base of these objectives. A questionnaire

was designed major emphasis of which was gathering new ideas or insight so as to

determine and bind out solution to the problems.

DATA SOURCE

Research included gathering both Primary and Secondary data. Primary data

is the first hand data, which are selected a fresh and thus happen to be original in

character. Primary Data was crucial to know various customers and past consumer

views about bikes and to calculate the market share of this brand in regards to other

brands.

Secondary data are those which has been collected by someone else and

which already have been passed through statistical process. Secondary data has been

taken from internet, newspaper, magazines and companies web sites.

RESEARCH APPROACH

The research approach was used survey method which is a widely used

method for data collection and best suited for descriptive type of research survey

includes research instrument like questionnaire which can be structured and

unstructured. Target population is well identified and various methods like personal

interviews and telephone interviews are employed.

20
SAMPLING UNIT

It gives the target population that will be sampled. This research was carried in Coimbatore

(District Coimbatore).

These were 50 respondents.

DATA COMPLETION AND ANALYSIS

After the data has been collected, it was tabulated and findings of the project

were presented followed by analysis and interpretation to reach certain conclusions.

21
 LIMITATIONS OF THE STUDY

1. Research work was carried out in one District of Tamil Nadu only the finding

may not be applicable to the other parts of the country because of social and

cultural differences.

2. The sample was collected using connivance-sampling techniques. As such result

may not give an exact representation of the population.

3. Shortage of time is also reason for incomprehensiveness.

4. The views of the people are biased therefore it doesnt reflect true picture.

22
DATA ANALYSIS AND

INTERPRETATIONS

23
Table 1

Table showing the type of HONDA bikes own by the respondents

Type of bike No.of respondents Percentage

Unicorn 16 32

Shine 11 24

Twister 5 10

Stunner 9 18

Dazzler 3 6

Others 6 12

Chart 1

Chart showing the type of HONDA bikes own by the respondents showing the type of

HONDA bikes own by the respondents

No.of respondents
35
30
25
20
15
10
5
0
unicorn shine twister stunner dazzler other

Interpretation:-Table denotes that majority of the respondents are using the HONDAs

Unicorn bike.32% of the respondents are using the Unicorn bike.24% of the respondents are

using Hondas shine bike

24
Table 2

Table showing for what purpose the respondent buy a HONDA bike

purpose No.of respondents Percentage

Personal 20 40
Official 6 12
Others 24 48

Chart 2

Chart showing for what purpose the respondent buy a HONDA bike

Percentage

50

40

30

20
Percentage
10

0
Personal Percentage
Official
Others

Interpretation:-Table denotes that majority of the respondents rated A.Ms advertisement as

good as compared to other dealers.

25
Table 3

Table showing how long the respondent using the bike

Years No. of respondents Percentage

0-1 year 10 20
1-2 year 16 32
2-3 year 8 16
3-4 year 6 12
Above 4 10 20

Chart 3

Chart showing how long the respondent using the bike

percentage

0-1 year
1-2 year
2-3 year
3-4 year
Above 4

Interpretation:-Table denotes that majority of the respondents are using their bikes more

years.

It shows the customer satisfaction towards the Honda.

26
Table 4

Table showing the factors considered by respondent for choosing HONDA

Factors No. of respondents Percentage

Price 10 20
Brand name 3 6
Safety 4 8
Style 2 4
Performance 31 62

Chart 4

Chart showing the factors considered by respondent for choosing HONDA

Percentage

70

60

50

40
Percentage
30

20

10

0
Price Brand name Safety Style Performance

Interpretation:-Table denotes that majority of the respondents rated HONDAs performance

as the main reason for buying Hondas bike.

27
Table 5

Table showing the rate for comfort, safety, mileage and maintenance by the respondents

Preference Excellent(f) Percentage Good(f) Percentage Moderate Percentage

(f)
Comfort 37 74 8 16 5 10
Safety 10 20 28 56 12 24
mileage 28 56 12 24 8 16
Maintenance 32 64 20 40 8 16

Chart 5

Chart showing the rate for comfort, safety, mileage and maintenance by the respondents

80

70

60

50
Excellent
40 Good
Moderate
30

20

10

0
Comfort Safety mileage Maintenance

Interpretation:-Table denotes that majority of the respondents rated HONDAs comfort and

maintenance as excellent. Customers are satisfied with the safety and mileage also.

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Table 6

Table showing the satisfaction of respondents towards HONDA bike(s)

No. of Percentage
respondents
Yes 38 76
No 12 24

Chart 6

Chart showing the satisfaction of respondents towards HONDA bike(s)

Percentage

80
70
60
50
Percentage
40
30
20
10
0
Yes No

Interpretation:-Table denotes that majority of the satisfied with the HONDA.76%

customers are satisfied with their Honda bike

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Table 7

Table showing the other bikes owned by the respondents

Bikes No. of respondents Percentage

Hero Honda 2 4
Bajaj 6 12
TVS 2 4
Yamaha 10 20
None 30 60

Chart 7

Chart showing the other bikes owned by the respondents

Percentage

None

Yamaha

TVS Percentage

Bajaj

Hero Honda

0 10 20 30 40 50 60

Interpretation:-Table denotes that majority of the respondents are not using any other

companys bike. It shows the customer satisfaction toward s Honda

30
Table 8

Table showing the respondents opinion about the service of HONDA bikes compared to

other bikes

Opinion No. of Percentage

respondents
Excellent 15 30
Good 23 46
Moderate 6 12
Unsatisfied 6 12

Chart 8

Chart showing the respondents opinion about the service of HONDA bikes compared to

other bikes

Percentage

50
45
40
35
30
25 Percentage
20
15
10
5
0
Excellent Good Moderate Unsatisfied

Interpretation:-Table denotes that majority of the respondents rated HONDAs service as

good compared to other companies.76% customers are satisfied with the Service provided by

Honda compared to other companies

31
Table 9

Table showing the color of the bike that respondent likes

No.of Percentage
respondents
White 6 12
Blue 4 8
Red 14 28
Black 23 46
Other 3 6

Chart 9

Chart showing the color of the bike that respondent likes

Percentage

50

40

30
20
10
0
White
Blue Percentage
Red
Black
Other

Interpretation:-Table denotes that majority of the respondents likes the black colored

bike rather than others

32
Table 10

Table showing the respondents rate towards HONDAs parameter mentioned

Strongly Disagree Moderate Agree Strongly agree

disagree
Knowledgeable 8 14 0 46 32
sales person
Availability of 12 26 12 16 34
spare parts
Vehicle condition 6 20 2 0 72
price 4 12 8 52 24
Attractive 44 24 16 16 0
discounts offered
Responds to 10 12 6 52 20
complaints
quickly

Chart 10

Chart showing the respondents rate towards HONDAs parameter mentioned

80
70
60
50
40
30
20 Strongly agree Strongly diagree
10
0 Moderate Disagree
Strongly diagree
Moderate
Agree
Strongly agree

Interpretation:-Table denotes that majority of the respondents rated HONDAs

performance is as good as compared to other dealers. The respondents are not satisfied with
the offers provided by the company.

33
Table 11

Table showing the rate of respondents towards the time spent by employees with the
respondents

Time Strongly Disagree Moderate Agree Strongly Agree (%)

spent Disagree(%) (%) (%) (%)
Before 8 6 16 18 12
sales
During 6 8 24 16 46
sales
After 32 16 8 18 26
sales

Chart 11

Chart showing the rate of respondents towards the time spent by employees with the
respondents

50

45

40

35
Strongly Disagree
30
Disagree
25
Moderate
20 Agree
15 Strongly Agree

10

0
Before sales During sales After sales

Interpretation:-Table denotes that majority of the respondents rated HONDAs customer

relationship is good as compared .

34
FINDINGS, SUGGESTIONS
AND CONCLUSION

35
FINDINGS

Performance is the most important aspect that attracts customers to HONDA Bikes

Offers provided by HONDA are not reached up to the customers hope.

HONDA has very good public relation; it has to play very important role in the growth of

the organization.

Most of the customers are highly satisfied with HONDA's customer relation and after

sales services.

Among 50 customers 72% are highly satisfied with the vehicle condition of HONDA.

It was noted that some people are not satisfied with the availability of spare parts.

36
SUGGESTIONS

Company can give more importance on spare parts availability

Among 50 customers 44% of the customers are not satisfied with the

availability of spare parts. So company can give more importance for

the availability of spare parts

Company can try to provide better offers.

Most of the customers are highly interested with getting offers. There

is

no doubt that if the company provides better offers to customers the

sales of the company will increase more and more.

Service department may care the customers little more.

A few customers have a complaint with service of HONDA. So the

service department may try to care the customers little more.

Customers are highly satisfied with HONDAS performance is and

company should try to keep it up.

37
 CONCLUSION

The project titled A study on customer satisfaction towards HONDA in Coimbatore

was an earnest attempt to find out the factors that influenced the customers to buy the bike of

HONDA, which will help to understand the plus points of the organization.

It was found that customers are highly satisfied with HONDAs service compared to other

bike companies. One of the important plus point of HONDA is their public performance. It

has to play a very important role in the growth of the organization. However many of

respondents are not satisfied with the offers of the firm. So company can concentrate give

more offers a. It may help the organization to improve their sales. The study reveals majority

of customers are satisfied with the facilities provided by the organization. The management is

give high concentrate for customer satisfaction. That creates more customer satisfaction.

38
 BIBLIOGRAPHY

1. www.honda.com

2. www.google.com

3. www.yahoo.com

4. www.twowheeler.com

5. www.wikipedia.com

39
A STUDY ON CUSTOMER SATISFACTIN ON HONDA IN COIMBATORE

QUESTINNARE

1. Name:

2. Age: [ ] 15-20 [ ] 20-25 [ ] 25 -30 [ ] 30 above

3. Gender: [ ] male [ ] female

4. Occupation:

[ ] Business man [ ] Employee [ ] Student [ ] other

5. Which HONDA bike do you own?

[ ] Unicorn [ ] Shine [ ] Twister [ ] Stunner [ ] Dazzler [ ] other

6. Which of the dazzling color do you like?

[ ] White [ ] Blue [ ] Red [ ] Black [ ] Other

7. .For what purpose you buy a HONDA bike?

[ ] Personal [ ] Official [ ] Both

8. How long you are using HONDA bike?

[ ] 0-1 years [ ] 1-2 years [ ] 2-3 years [ ] 3-4 years [ ] above 5 years

9. Factors do you consider the most in choosing HONDA bike?

[ ] Price [ ] Brand name [ ] Safety [ ] Style [ ] Performance

10. Please rate the following benefits according follows:

Preference Excellent Good Moderate Cant say

Comfort
Safety
Mileage
Maintenance

11. Are you satisfied with HONDA bike(s)?

40
 [ ] Yes [ ] No

If No, reason:

12. What are the other company bike(s) you owned?

[ ] Hero [ ] Bajaj [ ] TVS [ ] Yamaha [ ] Other [ ] None

13. What is your opinion about the service of HONDA bikes compared to other bikes?

[ ] Excellent [ ] Good [ ] Moderate [ ] Unsatisfied

14. How would you rate HONDA on the following parameter?

Strongly Disagree Neither agree Strongly

agree agree
Disagree
Nor
disagree

Knowledgeable sales person

Employees spent enough time with

you: before sales

During sales

After sales

Availability of the spare parts

Vehicle in good condition

Prices

Attractive discounts offered

Responds to complaints quickly

Thank you.

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