”A STUDY ON CUSTOMER SATISFACTION OF ROYAL

ENFIELD WITH SPECIAL REFERANCE TO WAYANAD

DISTRICT”

PROJECT REPORT

Submitted by:

DEEKSHITH K R

Reg.No:DQAPBCM022

Under the guidance of

Faculty Guide:

Mrs.Sujeera P T

(Lecturer in Commerce IHRD Model College Meenangadi)

Submitted in partial fulfillment of the requirements for the award of degree of

BACHELOR OF COMMERCE

UNIVERSITY OF CALICUT

2015-2018

DEPARTMENT OF COMMERCE IHRD MODEL COLLEGE

MEENANGADI WAYANAD
 DEPARTMENT OF CPMMERCE
IHRD MODEL COLLEGE, MEENANGADI

CERTIFICATE

This is to certify that Mr. DEEKSHITH K R is a regular student of

department of commerce in IHRD Model College, meenangadi and this report
entitled ‘‘A STUDY ON CUSTOMER SATISFACTION OF ROYAL
ENFIELD WITH SPECIAL REFERENCE TO WAYANAD DISTRICT’’
has been prepared by he in partial fulfillment of the requirement for the award of
degree of BACHELOR OF COMMERCE of the Calicut university during the
year 2017-2018 under my guidance,

He is permitted to submit the report

Place: Meenangadi Mrs. SUJEERA P T

Date: (Lecturer in commerce
IHRD Model College,
Meenangadi)
Counter signed by,
Mrs. SUJEERA P T
Head of the Department of Commerce
IHRD Model College, Meenangadi

Examiners:
1.
2.
 ACKNOWLEDGEMENT

First of all I think ‘Almighty God’ to his grace upon me to do this project
successfully. I tank to my loving parents, sisters and friends for giving me strength
and determination to complete this project successful.

I express my profound gratitude to my guide, Mrs. SUJEERA P T lecturer

in commerce, HRD MODEL College Meenangadi for her excellent advice and,
Corporation and valuable guidance to the study.

My sincere thanks also go to Principal Mr. DINESH KUMAR,

Mrs. SUJEERA PT, Head of department of Commerce and all other beloved
lectures of the department, for their help and guidance.

I thank to all other office staff and teachers of the college, for the cooperation
extended to me for the preparation of this project.
Once again I would like to express my sincere thanks for those who are helped me
in the project study.

DEEKSHITH K R
 DECLARATION

I, DEEKSHITH K R hereby declare that, the project entitled “A STUDY ON

CUSTOMER SATISFACTION OF ROYAL ENFIELD WITH SPECIAL
REFERANCE TO WAYANAD DISTRICT” is a bonafide record of work done
by me under the supervision of Mrs. SUJEERA PT.
I also declared that, this report has not been submitted by my fully or partly
for the award of any degree, diploma or other similar titles of any other University.

Place: Meenangadi DEEKSHITH K R

Date:
 CONTENTS

Chapter TITLE Page

No. No.
Chapter 1 INTRODUCTION 1
1.1 Introduction 2

1.2 Statement of the problem 3

1.3 Objectives of the study 4

1.4 Scope of the study 5

1.5 Research methodology 6-

1.6 Limitation of the study

Chapter 2 REVIEW OF LITERATURE

Chapter 3 COMPANY AND INDUSTRY PROFILE AND

THEORETICAL BACKGROUND
Chapter 4 DATA ANALYSIS AND INTERPRETATION
Chapter 5 FINDINGS AND SUGGESTIONS
CONCLUSION
BIBLIOGRAPHY
APPENDIX
 LIST OF TABLES

Table TITLE Page

No. No.
4.1 Model used

4.2 Buying factor of Royal Enfield

4.3 Source of information about Royal Enfield

4.4 Opinion after usage of Royal Enfield

4.5 Dissatisfaction by the usage

4.6 Which model do you prefer

4.7 Look and appearance of Royal Enfield

4.8 Any expectation with the new model

4.9 Kilometers of ride

4.10 Usage of vehicle

4.11 Maintenance procedure

4.12 Do you have immediate accessibility to service

center
4.13 Attractive feature of royal Enfield us compared to
other bike
4.14 Will you recommend Royal Enfield to others

4.15 Which other brand do you prefer apart from

Royal Enfield
4.16 Heard about electric bullet

4.16.a Which one you prefer

4.17 Mode of payment

4.18 Satisfaction level of customers

 LIST OF CHARTS

Charts TITLE Page

No. No.
4.1 Model used

4.2 Buying factor of Royal Enfield

4.3 Source of information about Royal Enfield

4.4 Opinion after usage of Royal Enfield

4.5 Dissatisfaction by the usage

4.6 Which model do you prefer

4.7 Look and appearance of Royal Enfield

4.8 Any expectation with the new model

4.9 Kilometers of ride

4.10 Usage of vehicle

4.11 Maintenance procedure

4.12 Do you have immediate accessibility to service

center
4.13 Attractive feature of royal Enfield us compared to
other bike
4.14 Will you recommend Royal Enfield to others

4.15 Which other brand do you prefer apart from

Royal Enfield
4.16 Heard about electric bullet
4.16.a Which one you prefer
4.17 Mode of payment
4.18 Satisfaction level of customers
 CHAPTER 1

INTRODUCTION
 1.1 INTRODUCTION

It is being hard to please the present day customers. The market conscious
society turned smarter and more priced conscious and in turn more demanding
and less forgiving. they checkout the competitors with similar or at times even
better offers , so the chatting is not to produce for customers any firm could do it .
The real challenge to produce delighted customers and more importantly loyal
customers.

Customers are the king and without satisfying their needs none can
exist in the corporate competitive world. Customer perception is a marketing
concept that encompasses a customer’s impression awareness and or
consciousness about a company on its offering customer perception is typically
affected by advertising, reviews, public relation, social media, personal
experience and other channels.

By way of analyzing customer perception we can clearly understood how

much a firm treats its customers , what is the quality of their products ,is it
capable to serve the dynamic needs of customers . What will be their future in
what way they need to make changes etc ………

Royal Enfield

Royal Enfield ltd is the largest exporter of two wheelers with Eicher motors
at Redditch industries; royal Enfield manufactures state of the art range of two
wheelers the brand, classic 350 cc is continually dominating the Indian
motorcycle in the premium segment. Its thunderbird also a successful bike on
Indian roads.
 1.2 STATEMENT OF THE PROBLUM

Royal Enfield is one of the popular motor cycles in the recent period. In the
technical and innovative market royal Enfield leads a monopoly on the other
motorcycle with having a unique feature. The study focus on the customer
satisfaction on the usage of Royal Enfield and to know the consumer perception
of Royal Enfield.

The problem to be reviewed under this study is “A STUDY ON

CUSTOMER SATISFACTION OF ROYAL ENFIELD WITH SPECIAL
REFERANCE TO WAYANAD DISTRICT’’.
 1.3 OBJECTIVE OF THE STUDY

. The study about the customer satisfaction of Royal Enfield

. To know about the demographic factors affecting the customer satisfaction of

Royal Enfield

.To identify the factors influencing in selection of Royal Enfield

.To analyse the problem of Royal Enfield

.To analyse the level of performance for new and old model of Royal Enfield

.To gets an idea about the level of competition faced by Royal Enfield

.To identify the customer expectation from Royal Enfield

 1.4 SCOPE OF THE STUDY

The study will help us to understand customer preference and it include

customer response and awareness towards the brand ,products and services of
Royal Enfield .the study conducted only among selected customers in Wayanad
district hence it has no wider applications.
 1.5 RESEARCH METHODOLOGY

According to Clifford woody “research comprise defining and redefining

problems, formulating hypothesis or suggested solution ,collecting ,organizing
and evaluating data ,making deductions and reaching conclusions and at least
carefully testing the conclusion to determine whether they fit in formulating
hypothesis “.

Research methodology is a way to systematically solve research problem.

RESEARCH DESIGN

The study is designed as descriptive and empirical one it is descriptive as

it state the affairs as the society and it is empirical as it collect first hand
information with the help of a structured questionnaire.

SOURCE OF DATA

Both primary and secondary data are used in this study.

Primary data

These are original source from which the researcher directly collects data.
In this study primary data was collected by using a structured questionnaire

Secondary data

This will give the theoretical basis required for the report presentation
which can be available from various source such as internet and books.
TOOLS FOR DATA COLLECTION

A well structured questionnaire is used for collecting data.

SAMPLING TECHNIQUE

Sampling technique consist of convenient sampling .it is not based on any

rule.

SAMPLING SIZE

A total of 50 samples are taken tool for the study.

 1.6 LIMITATION OF THE STUDUY

Limited times are available in the study

Limited sample size

The study has all the limitation at convenient sampling technique

Lack of response from respondents

 CHAPTER 2

REVIEW OF LITERATURE
 REVIEW OF LITURATURE

1) Dr.N.Chandrasekaran –investigated the wants of customer are carefully

studied by conducting surveys on consumer behavior. the study also help to
know various marketing variables such as price and product features .the study
will help gain knowledge about the influence of consumer to prefer a particular
brand and the problems faced by them using such brands .

2) Dr.S.K.Sinha & Ajay wagh -Examined that India is one of the fastest
growing telecommunication markets of the twenty first century. The common man,
artisans, agricultural labours, vendors and workers from every walk of life are
comfortably using the services provided by telecom industries .the potential of
capturing market segment will surely depend upon understanding dynamics of
customer’s preference.

3) Pasanen (1992)-Reviewed three studies relating collision speeds and

pedestrian injury severity, finding their result quite consistent and that the
probability of pedestrian death reached nearly modeling the data estimated that of
pedestrians would die when struck by a vehicle travelling 20 mph.

4)Robert (1995)-found an odds ratio of 40-49 mph roads with lower limits, and in
the Seattle area found odds ratio of 3.2 for child pedestrian zones and for roads
with limits above 64 km/h 40 mph roads with speed limits .

5) Wazan (1998)-reviewed article identifying risk factors for child pedestrian

injuries. Two studies showed that higher speed limits were associated with higher
risk of injury to child pedestrians.
6) According to lewis & boom – service quality is consider as a measure
of how well the service delivered matches customers expectations on providing a
better service than the customer expect organizational brand promotional
strategies should be based on developing innovative offers & products, developing
cost friendly value driven packages and tariffs ,offering quality services after sales
service & ability to make calls without getting cut off & also to provide chapter
cost of calls to other networks .

7) Armstromg Robert w.and seng t.b (2000)-The study extends the current
understanding of customer satisfaction at the business –to-business level in the
Asian banking industry .it incorporate gunaxi (cuhinese business relation
ship).relationship marketing and the disconfirmation paradigm . the research
highlights the importance of relational constructs and disconfirmation paradigm in
the influencing customer satisfaction at the business-to-business level in the
Singapore banking industry .at the business-to-business level in the Asian context
,the disconfirmation papdiymstill the predominant paradigm influencing the
customer satisfaction process relationship marketing and gunanixi are significant in
the comprehensive model of corporate customer satisfaction . relationship making
is found to have both a direct and an indirect impact through disconfirmation on
corporate customer satisfaction .gunaxi is founded to exent an indirect impact on
satisfaction as opposed to the initial hypothesis sized direct impact on satisfaction.

8) R.Nair suja (2000)-The success of the firm will be determined by how

effective it has been in meeting the diverse the customer needs and wants by
treating each customer as unique and offering products and services to suit his /her
needs.
9) Dr.C.Annandan & M. Prasanna mohan raj & Mr.s.Madhu-examined
the new mater of all FMCG giants is ;To get rich ,sell to the rural ,.so they have
started marketing programs to explore the untapped segment of rural markets. As
far as FMCG concerned. The market effectively. Another key positive aspect is the
current government focuses on rural areas. Understanding the rural customers.
Inadequate data on rural market. The searching of products or service to 6.4 lakhs
villeges for poor infrastructure facility.

10) Rachel Dardis, Horaciosobern ferrer-investigated the customer decision

making is multinational, that is choice are not base on a single product attributes,
instead consumer view product as bundles of attributes. product attributes
(automobile attributes)as well as household characteristics .in both instances the
higher the value of the cost index or the Trouble index more unsatisfactory the car
is relative to other cars. A better educated household might be more informed
about the properties of Japanese cars and attracted by the higher value reliability of
these cars.
CUSTOMER

A customer is anyone who receives a product – either a good or a service

from an organization. In most situations the customer will have to pay to obtain
the product. But this is not always the case.

CUSTOMER SATISFACTION

Customer satisfaction is defined as ‘’customer satisfaction, a business term, is

a measure of how product and services supplied by a company meat or surpass
customer expectation.
 CHAPTER 3

COMPANY AND INDUSTRY PROFILE AND

THEORETICAL BACKGROUND
 CUSTOMER SATISFACTION

Customer satisfaction is a term frequently used in marketing. It is a

measure of how products and services supplied by a company meet or
surpass customer expectation. Customer satisfaction is defined as "the number of
customers, or percentage of total customers, whose reported experience with a
firm, its products, or its services (ratings) exceeds specified satisfaction goals."
The Marketing Accountability Standards Board (MASB) endorses the
definitions, purposes, and constructs of classes of measures that appear
in Marketing Metrics as part of its ongoing Common Language in Marketing
Project. In a survey of nearly 200 senior marketing managers, 71 percent
responded that they found a customer satisfaction metric very useful in managing
and monitoring their businesses.
 MEASURING CUSTOMER SATISFACTION

Organizations are increasingly interested in retaining existing

customers while targeting non-customers; measuring customer satisfaction
provides an indication of how successful the organization is at providing products
and/or services to the market place.

Customer satisfaction is an ambiguous and abstract concept and the actual

manifestation of the state of satisfaction will vary from person to persons and
product service to product service.

Thestate of satisfaction depends on anumber of both psychological and physical

variables which correlate withsatisfaction behaviors such as return and recommen
d rate. The level of satisfaction can also vary depending on other options the
customer may have and other products against which the customer can compare
the organization’s products.
 Customer satisfaction in 7 steps

1. Encourage Face-to-Face Dealings This is the most daunting and downright scary part
of interacting with customer. If you're not used to this sort of thing it can be a pretty
nerve-wracking experience. Rest assured, though, it does get easier over time. It’s
important to meet your customers face to face at least once or even twice during the course of a
project.
2. Respond to Messages Promptly & Keep Your Clients Informed
This goes without saying really. We all know how annoying it is to wait days for a response to
an email or phone call. It might not always be practical to deal with all customers' queries
within the space of a few hours, but at least email or call them back and let them know
you've received their message and you’ll contact them about it as soon as possible. Even if
you're not able to solve a problem right away, let the customer know you're working on it.
3. Be Friendly and Approachable
A fellow Site Pointer once told me that you can hear a smile through the phone. This is very
true. It's very important to be friendly, courteous and to make your clients feel like
you're their friend and you're there to help them out. There will be times when you want to beat
your clients over the head repeatedly with a blunt object - it happens to all of us. It's vital that
you keep a clear head, respond to your clients' wishes as best you can, and at all times remain
polite and courteous.
4. Have a Clearly-Defined Customer Service Policy
This may not be too important when you're just starting out, but a clearly defined customer
service policy is going to save you a lot of time and effort in the long run. If a
customer has a problem, what should they do? If the first option doesn't work then what?
Should they contact different people for billing and technical enquiries? If they're not
satisfied with any aspect of your customer service, who should they tell? There's nothing
more annoying for a client than being passed from person to person, or not knowing who to
turn to. So make sure your customer service policy is present on your site and
anywhere else it may be useful.

5. Attention to Detail
Have you ever received a Happy Birthday email or card from a company you were a client
of? Have you ever had a personalized sign-up confirmation email for a service that
you could tell was typed from scratch? These little niceties can be time consuming and
aren't always cost effective, but remember to do them. Even if it's as small as sending a
Happy Holidays email to all your customers, it’s something. It shows you care; it
shows there are real people on the other end of that screen or telephone; and most
importantly, it makes the customer feel welcomed, wanted and valued.
6. Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out
Sometimes this is easier said than done! However, achieving this supreme level of
understanding with your clients will do wonders for your working relationship.
7. Honor Your Promises
It's possible this is the most important point in this article. The simple message:
when you promise something, deliver. Clients don't like to be disappointed. Sometimes,
something may not get done, or you might miss deadline through no fault of your own. Projects
can be late, technology can fail and sub-contractors don't always deliver on time. In this
case a quick apology and assurance it'll be ready ASAP wouldn't go a miss.
 THE CUSTOMER FOCUS

Customer service training for companies who want to create a stronger service
culture that builds loyal relationships with their customers and a
better environment for their employees.
Welcome to The Customer Focus website. The programs focus
on customer service training, and were created to help develop a mindset
dedicated to delivering outstanding customer service to both external and internal
customers. A by-product of this customer service training program is that it helps
build employee loyalty and a better working environment.
The fundamental purpose of a business is to satisfy customer/client needs
at a profit. Your company can only benefit from a strong customer service
culture. Satisfied customers are converted to loyal customers. More sales
come from existing customers. You customers become your advocates, creating
excellent word of mouth advertising. And,much more. The bottom line
is increased revenue.
Shep Hyken, the creator of The Customer Focus programs, has been working
with companies in the area of customer service and loyalty since 1983. It has
taken years to develop the content that goes into The Customer Focus programs.
The concepts, strategies and exercises are facilitated by professional trainers that
have been approved to present the programs. The Customer Focus is a process
that will require the commitment and dedication of every employee in a company.

HISTORY OF THE COMPANY

Mid 19th century England The firm of George Townsend & Co. opened
itsdoors in the tiny village of Hunt End, near the Worcestershire town of Redditch.The firm was
specialized in sewing needles and machine parts. In the first flushof enterprise, flitting
from one opportunity to another, they chanced upon the pedal-cycle trade. Little did they
know then that it was the beginning of themaking of a legend. Soon, George Townsend &
Co. was manufacturing its own brand of bicycles. And in 1893 its products began to
sport the name ‘Enfield’ under the entity Enfield Manufacturing Company Limited with the
trademark ‘Made like a Gun’. The marquee was born.
INDUSTRY - Motorcycles, Lawnmowers

SUCCESSOR - Royal Enfield Motors (formerly Enfield of India)

FOUNDED – 1893, as Enfield Manufacturing Co. Ltd.

DEFUNCT – 1971

HEADQUARTERS- Redditch, Worcestershire, England

KEY PEOPLE - Founders Albert Eadie and Robert Walker Smith

PRODUCTS - Royal Enfield Clipper, Crusader, Bullet, Interceptor.

PROFILE OF THE ORGANIZATION

Royal Enfield is the maker of the famous Bullet brand in India Established in 1955, Royal
Enfield (India) is among the oldest bike companies. It stems from the British
manufacturer, Royal Enfield at Redditch. Royal Enfield has its headquarters at
Chennai in India. Bullet bikes are famous for their power, stability and rugged
looks. It started in India for the Indian Army350cc bikes were imported in kits from the
UK and assembled in Chennai. After a few years, on the insistence of Pandit Jawaharlal
Nehru, the company started producing the bikes in India and added the 500cc Bullet to its line.
Within notime, Bullet became popular in India. Bullet became known for sheer power, matchless
stability, and rugged looks. It looked tailor-made for Indian roads. Motorcyclists in the
country dreamt to drive it. It was particularly a favorite of the Army and Police
personnel. In 1990, Royal Enfield ventured into collaboration with the Eicher Group, a leading
automotive group in India, in 1990, and merged with it in 1994. Apart from bikes, Eicher Group is
involved in the production and sales of Tractors, Commercial Vehicles, and Automotive
Gears. Royal Enfield made continuously incorporating new technology and systems in its
bikes. In 1996, when the government of India imposed stringent norms for emission,
Royal Enfield was the first motorcycle manufacturer to comply. It was among the few
companies in India to obtain the WVTA (Whole Vehicle Type Approval) for meeting the
European Community norms. Today, Royal Enfield is considered the oldest motorcycle model in
the world still in production and Bullet is the longest production run model.

2010 AWARDS
The New Year saw the dawn of India's most prominent automotive show, the Auto
Expo 2010. Held between January 5th and 11th at the Pragati Maidan in New Delhi,
the event saw more than 400 global brands showcasing new technology, products and show-
off concepts. Royal Enfield was also a part of the event, displaying the recently launched Royal
Enfield Classic 500 EFI and the Royal Enfield Classic 350. The mainstays of the
Royal Enfield display were the soon to be launched variants of the Classic - the Royal Enfield
Classic Chrome and the Royal Enfield Classic BattleGreen.The Expo turned out to
be a rather rewarding experience for Royal Enfield with the Royal Enfield Classic and
the Marketing team picking up as many as five awards.
Awards2010
- Apollo Auto India Awards 2010: Best Brand
- Zigwheels.com Viewers Choice Bike of the Year 2009
- Zigwheels.com Bike of the Year above 251cc
- NDTV Profit Car & Bike Awards 2010: Motorcycle of the Year above 250 cc.
- NDTV Profit Car & Bike awards 2010: Best PR Communications Team.

EVOLUTION OF ROYAL ENFIELD

THE BEGINNING (1851 - 1890)

Hunt End, England was a village of several small mills manufacturing needles and fish-
hooks. It washer in 1851 that George Townsend put up his needle-making mill, which he named
Givry Works. But it wasn’t until his passing away that his son, Gorger. And his half-brother brought
into Givry Works one of the first 'boneshakers' ± a crude cycle. It had a backbone of iron,
with wooden wheels, iron tires and pedals of triangular pieces of wood! Though the bike was
a source of some amusement, George and his team felt they could easily improve on it. The earliest
modern safety bicycle with two wheels of equal size had appeared in about 1880. All manufacturers
were trying their hand at this new venture. Sodas George Townsend Jr. By luck, he chanced upon
an invention in his neighborhoods ± a saddle that only used one length of wire in the two springs
and in the framework. This was adopted, patented and marketed as the’ Townsend Cyclists Saddle
& Spring'. He had entered the bicycle parts trade! From bicycle parts, Townsend slowly moved on
to producing bicycles himself. He was also supplying a wide range of parts to other manufacturers -
GivryWorks was growing rapidly. Over the next three years he developed his own range of over
two-dozen machines. Each machine, known locally as the’ Townsend cycle' was reputed for its
sturdy frame, a character that all Enfield bikes would follow.

THE COMING INTO BEING (1891 - 1900)

1891 A Little roTuble-Townsend got him into a bit of financial trouble in about 1890 and called in
some financiers from Birmingham. Unfortunately, they didn’t quite see eye to eye. So Townsend
parted ways with the financiers leaving the company to them. The financiers then brought in Albert
Eadie and R.W. Smith. They took control of Townsend sin November 1891. The following
year the firm was re-christened µThe EadieManufacturing Company Limited’. Soon after,
Albert Eadie got a lucrative contract to supply precision rifle parts to the Royal Small
Arms Factory in Enfield, Middlesex.

1892 Kick Starting Royal Enfield

A new company was created to market these new design bicycles called The Enfield
Manufacturing Company Limited’. By October 1892, the Enfield bikes were announced to the
public. The following year the word Royal (after the Royal Small Arms Company) was added
and thus Royal Enfield began. Then in 1893 the Royal Enfield trademark µMade
like a Gun’ appeared. Britain was caught up in a patriotic fervor and the slogan
caught the spirit of the time. In 1899 the first mechanical vehicle was advertised by
Enfield Cycle Company. It was available in both tricycle and quadric cycle form, powered by a De
Dion 1.5 hp engine. The high wheels, solid tires, block chains and heavy cross frames
had by then given way to Diamond frames, the Hyde Freewheel, Enfield 2 speed hub and the
well known Edie Coaster. Then came the Riche Model’ with more refined fittings.By
1907, the cycle industry was still headquartered at Redditch, producing run-of-the-mill
conventional cycles.

1897-Quadricycles

In 1897, R. W. Smith built himself a quadric cycle - a simple bike with four wheels and a
French engine placed under the saddle between the rear wheels. During the next two years several
developments were made. About then, an Enfield quadric cycle completed the 1,000-miles
road trial of 1900 organized by the Automobile Club of Great Britain and Ireland. The
Enfield vehicle was awarded the silver medal, although it had its share of troubles and breakdowns.

MOTORCYCLES (1900-1910)

1904-Four Wheelers and Three

Buoyed by success, Smith and Edie decided to extend the range of quadric cycles
and tricycles to include motorcars. The first Royal Enfield cars were built in 1901 and were on the
road in 1902. It was an 8hp, using a Deion engine. The body was made in Leicester and
painted yellow hence car was known as µThe Yellow Car’. But this was just a temporary
phase, a wild romance that was soon to die.

1909-Motorcycle Craze

It would be interesting to note here that motorcycling was thought to be a temporary

enthusiasm that would soon fade out! A brief spin on a motorbike then took several hours of
preparations - tuning the tiny water-cooled engine, getting the tires pumped, the
gears oiled and a supply of spare parts packed. In1909, Royal Enfield took the biking
world by surprise. At the motorcycle show that year, they displayed a small 2 1/4 hp V
twin-engine machine built in the Swiss tradition, which ran very well. A slightly
larger model was developed in1911. A 2 3/4 hp, with all chain drive incorporating
the well-known Enfield two-speed gear. This model stood up until 1914.
THE ROYAL ENFIELD BIKES (1911-1920)

1911-Enfield and the War-The First World War began in 1914. Royal Enfield was called on to
supply motorcycles to the British War Department and even awarded a contract to build
bikes for the Imperial Russian Government during the same period. The machine gun
combination and the 6hp stretcher-carrying outfit were some of the models produced for
the war purpose. Enfield started using its own engines - a 225cc two-stroke single and a
425cc V-twin about this time. Post-war, it produced a larger 976cc twin and
continued to produce the two-speed225L until 1929. In 1917, the officers of the Women’s
Police Force were issued with a 2 1/4RE 2 stroke. Interestingly, the models of this
period featured 600cc,inlet-over-exhaust, closed valve gear, hand-operated oil
pump, two-speed countershaft gearbox and chain final drive. In the 1913-1914
Enfield V-Twin the lubricating oil was contained in a glass tank attached to the frame tube that
ran from the seat to the rear of the engine. This worked perfectly and had the added advantage of
providing an instant visual check of oil levels. The 1915make 675cc in-line 3-cylinder 2-
stroke prototype was the worlds¶ first with this configuration and engine type.

THE INTERWAR YEARS (1921 - 1930)

1924 The First Four-stroke-The interwar year was a period when the sidecar reached
its zenith. In July 1925, the Royal Enfield V-Twin-engine Dairyman’s Outfit took part
in the ACU Six Days’ Trial for Commercial Sidecars and obtained a Special Certificate of Merit for
completing an arduous course without loss of marks. The year 1924 saw the launch of the first
Enfield four-stroke 350cc single using a JAP engine.

1928-The Depression
In 1928, Royal Enfield adopted saddle tanks and center-spring girder front forks ± one of
the first companies to do so. The bikes now with a modern appearance and
comprehensive range meant continuous sales even during the dark days of depression in Great
Britain towards the end of 1930. In 1927 Royal Enfield produced a 488cc with a
four-speed gearbox, a new 225cc side-valve bike in 1928, and a four-stroke single
in1931. Several machines were produced in the next decade, from a tiny two-stroke
146cc Cycad to an 1140cc V-twin in 1937. Can you even imagine that Royal Enfield’s range for
1930 consisted of 13 models!

ESTABLISHING BULLET (1931-1940)

1933 The Bullet Arrives-In 1931 a four-valve, single-cylinder was introduced, and
christened 'Bullet' in1932. It had an inclined engine and an exposed valve gear. It was then that the
first use was made of the now famous Bullet name. Longer stroke, four-valve head exposed valves
and heavily finned crank case were the features that ran from 1932 until the end of 1934.

1940 The Second World War-

The most well known offering for the Second World War was no doubt the µFlying
Flea¶. Also known as the µAirborne’, this lightweight 125cc bike was capable of being dropped
by parachute with airborne troupes. The Flea was fitted into a steel tubular cage
called the µBird Cage;, which had a parachute attached to it. The cage aided in
packing turning handlebars easily.

POST WAR BULLETS (1941-1950)

1948 Bigger and Better-
The 1939 Bullet 350 kick-started the post-war models. They used two rocker boxes for the
first time. This enabled better gas flow and consequently higher volumetric efficiency. Royal
Enfield’s own designed and manufactured telescopic front fork placed the Redditch marquee at the
very forefront of motorcycle design. The biggest advancement introduced by the new Bullet waists
swinging arm rear suspension system and hydraulic damper units themselves. In
1947Enfield made a J2 - the first model with a telescopic frontend, followed in 1948 by
a 500cc twin (Enfield's 25bhp answer to the Triumph Speed Twin), which stayed in production
until1958.

1949 The Indian Debut-

In 1949, the 350cc Bullet was launched in India, when Madras Motors won an order from
the Indian Army for the supply of motorcycles. It was the beginning of the reign of the
Bullet in the subcontinent. The Madras Motor Company started off by receiving the Bullet
in kits and simply assembling them. Then they began making the frames. After this Enfield started
sending the engine in parts to be assembled in India. Eventually they were also manufacturing the
engines, which meant that they were making the complete bike. For the next thirty years, the
design of their bike remained unchanged! In1950, several models were introduced:
the 650cc Meteor twin; a 250cc Clipper’s short stroke 250cc Crusader; 250cc
Trials; Super 5; Continental; 500 Sports Twin; Super Meteor; Constellation and the
Interceptor.

A TALE OF TWO CITIES (1951-1960)

1951-In the UK-
Never before in British automobile history had so much been done in a single decade, not just
by Royal Enfield, but the every other marquee of the time. All new engines, all new
configurations, new paint schemes, new capacity classes« the motorcyclist had never had such a
wide choice ever before. The 1950s saw the market open up both ways, downwards for smaller
capacity, light and maneuverable machines, and upwards for larger capacity, high powered and
reliable motorcycles. The Royal Enfield showrooms in the UK saw everything
from 125cc two strokes to the mighty700ccMeteor.
1955-Meanwhile in Madras-
The Indian Army, the sole reason why the Bullet was brought to India in the first place, insisted that
they would continue doing business with Madras Motors only if the Bullet was produced
indigenously. The Enfield India Bullet of the late fifties was quite a different
motorcycle from the one we are used to today.

A TALE OF TWO CITIES NO..THREE! (1961-1970)

1961-Back in the UK-

In 1960, the badge arrangement with Indian (Of America) had ended, so Enfield was
no longer sold under the Indian marquee (Royal Enfield rival, BritishAMC company,
acquired the Indian Sales Corp. in 1959). However, in 1961, Eddie Mulder won the Big
Bear Endure on an Enfield, which gave the company a new foothold in the U.S. under its
own name and started a new marketing of the product. Models available in the U.S. that year
included a700cc twin and six street scramblers, ranging from the 250cc Hornet to the500cc Fury
(essentially the single-cylinder Bullet) to the 700cc Interceptor. Elliot Shulz also
dominated the half-mile dirt track in Los Angeles on an Enfield that year. Enfield
won 31 out of 39 races in 1961 and had several spectacular victories in 1964.Royal
Enfield had arrived on The Continent! But things at Redditch had hit a bad patch.
1963-But back home in Madras-
By 1970, Enfield India was a company established in its own right, and with a production line
going full steam, the need for collaboration with Enfield of the UK and Villiers of the UK was
no longer seen. But the Bullet flew true and strong. A number of changes had
already been made to the tin ware on the Bullet.Mudgaurd design took on different
forms, taking into account the wet, slushy and messy road conditions during the Indian
monsoon. The Mandingo also gave way to the alternator Delco’ ignition system. And front and rear
hubs were designed to provide more efficient cooling for Indian conditions, and thus improve
braking performance.

ALL THAT ENFIELD'S ISN’T A BULLET (1971-1980)

1973 The Mini Bullet-

With the success of the Sherpa, Enfield India launched the 173ccVilliers-powered
Crusader in India in 1973. A totally indigenous effort, this small motorcycle used many
Bullet chassis parts, including fork legs and mudguards, and instantly found a market among the
many that wanted Bullet, but were diffident about handling it’s weight and size. The
Mini Bullet too was introduced this year. This motorcycle was a 200cc two stroke
sporting contemporary’ design. Enfield India attempted to reach out to the young market,
providing them with a zippy, reliable and economical two-stroke.

TOUGH TIMES AHEAD (1981-1990)

1983 Here comes the Lightweights-

Like the adage that goes, "when the going got tough, that's when the tough get going".
Enfield India got squarely into the fray with a slew of lightweight machines. The 50cc
Silver Plus step-through and Explorer motorcycle are launched. Powered by the
Uncap-engineered 50cc, 6.5hp two stroke motors, these bikes redefined the entry-
level segment. The Silver Plus, initially a two-speed and then later a three speed,
found a ready market not only among the young office going male, but among an increasing
number of women who found the step-through design convenient. The Explorer,
with its contemporary bikini fairing and 'fastback' tailpiece. Both bikes sported
alloy wheels, a first in India. Close on the heels of the little wonders came the Fury 175.
Powered by a 175 Uncap two-stroke engine with five-speed gearbox, this refreshingly quick
motorcycle came fitted with ahydraulic disc brake. Again a first in the country. And a bike, many
feel, much too early in INDIA.

1984 Brand New Vintages-

The 80s also saw the Bullet in many different avatars. The Deluxe models appeared, in resplendent
chrome and metallic colors, and 12 volt electrical were offered as an option, to aid in
brighter lighting and easier starting. It was also the year when Enfield India grew confident
enough about their flagship product to begin sending 'coals back to Newcastle'. Owing to
their status as 'brand new vintages’, Enfield Bullets found a strong niche market in the UK and
Europe, among people looking to come back to motorcycling.

ENFIELD BECOMES ROYAL ENFIELD (1991-2000)

1990 Heavy Fuel-

The 1990's saw many revolutionary models from the company. The Taurus Diesel was the
first production Diesel motorcycle in the world.

1993 Bullet 500-

The Bullet 500 was launched in June this year. It went on to become the most coveted model.

1994 Eicher acquires Enfield-

In March the ailing company got a new lease of life when Eicher group acquired Enfield
India Company. The company name changed to Royal Enfield Motors Limited.

ROYAL ENFIELD (2001-2010)

2001-
The Dare Devils, the motorcycle display team of the Corps of Signals, Jabalpur forms a Human
Pyramid of 201 men on 10 Enfield 350cc bikes and rides a distance of more than 200 meters.
2002-
India’s first Cruiser the THUNDERBIRD’- is launched.BBC Wheels awards
it µThe Best Cruiser 2002’ title. The Bullet Machismo enters commercial production.
Dan Holmes and Johnny Szoldrak won the National Road Race Championship (60s Class)
on a Bullet.
2003-
The first µRIDER MANIA’ gets together is held inGoa.REDS are formed in Pune.The Bullet
enters the Automotive µHall of Pride’ at the ICICI Overdrive awards.1000 Riders descend on
Redditch for the Royal Enfield Owners Club 25thAnniversary.Royal Enfield is one of the top ten
125-500 cc brands in UK.
2004-
The 2004 Bullet Electra is launched. The retro styled Bullet Machismo is
ratedµNo.1Cruiser’ in TNS Auto car survey. The Bullet Electra International with
a lean-burn engine is launched in the UK.34 men ride simultaneously on a Bullet,
setting a new world record.
2005-
 Royal Enfield India Celebrates 50 glorious years of motorcycling and unveils
a blueprint for the future. The 2005 Bullet Electra features a revolutionary 5-Speed left
side gear shift that makes the marquee more accessible to motorcyclists. The Legend rides
on…

2006-
Royal Enfield develops a fully integrated Twin Spark, 5-Speed engine that
delivers a dramatic increase in performance and efficiency. The new engine will power all domestic
and International models from 2007 onwards.
2007-
Royal Enfield launches the all new limited edition Machismo 500LB with customized
accessories. The legendary Bullet 350 needs no introduction. Now Bullet 350 is with all new
UCE engines. This classic machine has kept place with advances in engineering and
ergonomics without diluting its impeccable pedigree’s long wheel base and bigger tires
provide increased stability and road grip, making it ideal for long distance travel. Its aristocratic
black & gold livery and thumping engine beat remind passers-by that they are in the
presence of automotive royalty.
2008-
The Thunderbird Twins Park will be the first model to feature Royal Enfield’s
revolutionary Unit Construction Engine. All the well loved features of the Thunderbird
have been retained and enhanced in some cases. Also, the twin benefit of improved performance
and engine efficiency makes this motorcycle hard to beat in terms of pure riding
pleasure and visual delight. The evolutionary mix of old and new features in this motorcycle
will surely delight its owners.

2009-
The smaller twin of the Classic 500, the Classic 350 will hold its own against any other
motorcycle and then pull some more. The Classic 350 shares its power plant with the Legendary
Thunderbird. The torque to flatten mountains and the fuel efficiency to cross entire ranges comes in
the same understated yet charming styling. This is a motorcycle that does not need to shout to be
heard. Born of a rich heritage and bred with Royal Elegance this 350cc thumper has all the
qualities of a typical Royal Enfield. Appreciated then, appreciated now...Why ride a
lesser bike. Nothing more to be said. The Classic 500 comes to India. Armed with a potent fuel
injected 500cc engine and clothed in a disarmingly appealing post war styling, this promises to be
the most coveted Royal Enfield in history. For those who want it all. The power, the fuel
efficiency, the reliability and simple, yet drop dead gorgeous classic styling. The
classic turns heads not because it wants to but because it can’t help it. You will
appreciate the beat not just for the music it creates but also for the muted feeling of
strength and power that it signifies. The view is simply better when you are astride a
Royal Enfield Classic 500 ± whether moving or still. Nothing more to be said.
 ORGANISATIONAL STRUCTURE

GENERAL MANAGER

(Proprietor)

Sales Manager Service manager Service Manager

Service Supervisor Accountant

Show room In charge

Team Manager Service Staffs Assistant Accountant

Sales Representative
 CHAPTER 4

DATA ANALYSIS AND INTERPRETATION

 Table no 4.1

MODEL USED

CATEGOERY NO.OF PERCENTAGE

RESPONDENTS
Classic 21 42
Standard 18 36
Thunderbird 5 10
Others 6 12
TOTAL 50 100
Source of data: primary data

Chart no 4.1

50

40

30

20

10

0
Classic Standard Thunderbird Others

Interpretation: From the above table and graph, it is clear that 42 % of total
respondent using classic model, 36 % of using standard, 10 % of using
thunderbird and 12 % are using other model.
 Table no 4.2

BUYING FACTOR OF ROYAL ENFIELD

CATEGOERY NO.OF RESPONDENTS PERCENTAGE

Price 6 12
Style 16 32
Power 22 44
Resale value 6 12
TOTAL 50 100
Source of data: primary data

Chart no 4.2

45
40
35
30
25
20
15
10
5
0
Price Style Power Resale value

Interpretation: The above table and graphs tells us that 12 % respondent that
price to the buying factor 32 % as style, 44 % as power and 12 % as its resale
value.
 Table no 4.3

SOURCE OF INFORMATION ABOUT ROYAL ENFIELD

CATEGOERY NO.OF PERCENTAGE

RESPONDENTS
TV 4 8
News paper 3 6
Friends 25 50
Internet 14 28
Others 4 8
TOTAL 50 100
Source of data: primary data

Chart no 4.3

50

40

30

20

10

0
TV News paper Friends Internet Others
Interpretation: it is clear from the above table and graphs that 8 % respondents
get information about television .6 % from news paper, 50 % from friends, and 28
% from internet. 8 % respondents get such information from other source.

Table no 4.4

OPINION AFTER USAGE OF ROYAL ENFIELD

CATEGOERY NO.OF PERCENTAGE

RESPONDENTS
Out standing 24 48
Very satisfactory 20 40
Satisfactory 6 12
Unsatisfactory 0 0
Poor 0 0
TOTAL 50 100
Source of data: primary data

Chart no 4.4
 50
40
30
20
10
0

Interpretation: From the above table and graphs, it is clear that 48 % of total
respondent tells outstanding, 40 % tells very satisfactory, 12 % tells satisfactory.

Table no 4.5

DISATISFACTION BY THE USAGE

CATEGOERY NO.OF PERCENTAGE

RESPONDENTS
Never 32 64
Rarely 8 16
Sometimes 6 12
Often 4 8
Always 0 0
TOTAL 50 100
Source of data: primary data

Chart no 4.5
 70
60
50
40
30
20
10
0
Never Rarely Sometimes Often Always

Interpretation: It is clear from the above table and graphs that 64 % respondents
get the information never. 16% from rarely, 12% from sometimes and 8% from
often.

Table no 4.6

WHICH MODEL DO YOU PREFER

CATEGOERY NO.OF PERCENTAGE

RESPONDENTS
Old 20 40
New 30 60
TOTAL 50 100
Source of data: primary data

Chart no 4.6
 Old
40%

New
60%

Interpretation: The above table and graphs tells us that 40 % respondent chose
old model.60% respondent chose new model Royal Enfield.

Table no 4.7

LOOK AND APPEARANCE OF ROYAL ENFIELD

CATEGOERY NO.OF PERCENTAGE

RESPONDENTS
Poor 0 0
Fair 0 0
Good 10 20
Very Good 22 44
Excellent 18 36
TOTAL 50 100
Source of data: primary data
 Chart no 4.7

50

40

30

20

10

0
Poor Fair Good Very Good Excellent

Interpretation: From the above table and graphs show 20% of despondence tells
good, 44% from very good and 36% from excellent.

Table no 4.8

ANY EXPECTATION WITH THE NEW MODEL

CATEGOERY NO.OF PERCENTAGE

RESPONDENTS
Yes 22 44
No 28 56
TOTAL 50 100
Source of data: primary data

Chart no 4.8
 Yes
44%

No
56%

Interpretation: From the above table and graphs tells 44% of yes, 56% from no.

Table no 4.9

KILOMETERS OF RIDE

CATEGOERY NO.OF PERCENTAGE

RESPONDENTS
0-100 KMS 4 8
101-250 KMS 8 16
251-500 KMS 12 24
501-1000 KMS 18 36
 More than1000KMS 8 16
TOTAL 50 100
Source of data: primary data

Chart no 4.9

40
30
20
10
0

Interpretation: It is clear from the above table and graphs that 8 % respondents
cover 0-100 kms, 16% respondents cover 101-250kms, 24% respondents cover
251-500kms.36% respondents cover 501-1000kms, and 16% respondents cover
more than 1000 kms.

Table no 4.10

USAGE OF VEHICLE

CATEGOERY NO.OF PERCENTAGE

RESPONDENTS
1-3 months 4 8
4-6 months 12 24
 7 months-1 year 16 32
1-2 year 10 20
More than 2 year 8 16
TOTAL 50 100
Source of data: primary data

Chart no 4.10

35
30
25
20
15
10
5
0
1-3 months 4-6 months 7 months-1 1-2 year More than 2
year year

Interpretation: It is clear from the above table and graphs that 8% respondent
use 1-3 months, 24% from 4-6 months, 32% from 7 months to 1 year, 20% from
1-2 year, and16% more than 2 years.

Table no 4.11

MAINTENANCE PROCEDDURE

CATEGOERY NO.OF PERCENTAGE

RESPONDENTS
Periodically 24 48
 Monthly 8 16
Once in 3 months 4 8
Once in a 4 months 6 12
Only after breakdown 8 16
TOTAL 50 100
Source of data: primary data

Chart no 4.10

60

50

40

30

20

10

0
Periodically Monthly Once in 3 once in a 4 Only after
months months breakdown

Interpretation: from the above table and graph, it is clear that 48% of total
respondent maintain periodically, 16% from mounthly,8% from once in 3
mounth,12% from once in 4 mounth,16% from only after breakdown.

Table no 4.12

DO YOU HAVE IMMEDIATE ACCESIBILITY TO

SERVICE CENTER

CATEGOERY NO.OF PERCENTAGE

RESPONDENTS
 Yes 42 84
No 8 16
TOTAL 50 100
Source of data: primary data

Chart No.4.12

Yes
No

Interpretation: The above table and graphs tells us that 84% despondence are
satisfied with the quality of service, And 16% despondence can’t satisfied with
the quality of service.

Table no 4.13

ATRACTIVE FEATURE OF ROYAL ENFIELD US

COMPARED TO OTHER BIKE

CATEGOERY NO.OF PERCENTAGE

RESPONDENTS
 Style 6 12
Comfortness 24 48
Cubic capacity 14 28
Mileage 2 4
Others 4 8
TOTAL 50 100
Source of data: primary data

Chart No.4.13

50
45
40
35
30
25
20
15
10
5
0
Style Comfortness Cubic Mileage Others
capacity

Interpretation: From the above table and graph it is clear that 12%of respond
attract style, 48%from comfirtness, 28% from cubic capacity, 4%from mileage,
and 8% from others.

Table no 4.14

WILL YOU RECOMMEND ROYAL ENFIELDF TO

OTHERS

CATEGOERY NO.OF PERCENTAGE

 RESPONDENTS
Yes 47 94
No 3 6
TOTAL 50 100
Source of data: primary data

Chart No.4.14

Yes
No

Interpretation: It is clear from the above table and graph, that 94% respondents
recommend Royal Enfield to others, 6% respondents can’t recommend Royal
Enfield to others.

Table no 4.15

WHICH OTHER BRAND DO YOU PREFER APART FROM

ROYAL ENFIELD
 CATEGOERY NO.OF PERCENTAGE
RESPONDENTS
Honda 10 20
Bajaj 16 32
Yamaha 14 28
Tvs 4 8
Others 6 12
TOTAL 50 100
Source of data: primary data

Chart No.4.15

35
30
25
20
15
10
5
0
Honda Bajaj Yamaha Tvs Others

Interpretation: It is clear from the above table and graphs that 20% respondents
prefer Honda, 32% from Bajaj, 28% from Yamaha,8% from tvs,12% respondent
prefer from other brand.

Table no 4.16

HEARD ABOUT ELECTRIC BULLET

 CATEGOERY NO.OF PERCENTAGE
RESPONDENTS
Yes 30 60
No 20 40
TOTAL 50 100
Source of data: primary data

Chart No.4.16

Yes No

40%

60%

Interpretation: The above table and graphs tells us that 60% respondent heard
about electric bullet and 40% respondent can’t heard electric bullet.

Table no 4.16.a

a) WHICH ONE YOU PREFER

 CATEGOERY NO.OF PERCENTAGE
RESPONDENTS
Electric 13 26
Normal 37 74
TOTAL 50 100
Source of data: primary data

Chart No.4.16.a

Electric Normal

26%

74%

Interpretation: The above table and graphs tells us that 26% respondent prefer
electrical bullet and 74% respondent prefer normal bullet.

Table no 4.17

MODE OF PAYMENT
 CATEGOERY NO.OF PERCENTAGE
RESPONDENTS
Lump sum 28 56
Bank loan 14 28
installment 6 12
Others 2 4
TOTAL 50 100
Source of data: primary data

Chart No.4.17

60
50
40
30
20
10
0
Lump sum Bank loan installment Others

Interpretation: It is clear from the above table and graphs that 56% respondent
paying lump sum method, 28% from bank loan, 12% from installment and 4% of
respondent prefer other source.

Table no 4.18

SATISFACTION LEVEL OF CUSTOMERS

Total score Mean score

Satisfactory level of new 192 3.84
 model
Satisfaction as compared 212 4.24
to other bike
Price 208 4.16
Promotional activity 198 3.96

Mileage 184 3.68

After sale service 212 4.24

Interpretation: It is clear from the above table the average respondent have
 CHAPTER 5
FINDINGS AND SUGGESTIONS

5.1 FINDINGS

1. Most of the bullet users are between 18 and 28 years of age.

2. The professional workers are most used bullet.
3. The bullet is mostly used by middle class families.
4. Royal Enfield satisfies the aspirations of middle age group.
5. The study shows that most of the respondents were highly satisfied with the
usage of Royal Enfield.
6. All respondents are aware about Royal Enfield
7. Majority of the respondents get information about Royal Enfield from their
friends.
8. Advertisement is rare in case of Royal Enfield.
9. It provides customers are very much satisfied the promotional activity.
10. Majority of Royal Enfield customers are giving importance to style and power.
11. Majority of the Royal Enfield customers recommended the same to others.
12. Majority of the Royal Enfield customers heard about electric bullet .but 76%
respondents prefer normal bullet.
13. The study found that the majority of respondents stick on with classic model
bikes.
14. The study found that the majority of respondents have very good opinion about
Royal Enfield
15. The study reveals that most of the despondence were using Royal Enfield bike
for long ride and to make a better status.
16. The study shows that most of the respondents were satisfied with the
availability of service centers provided by the company.

5.2 SUGGESTIONS

1. Focus more on mileage bikes as the style and performance are playing the major
role.
2. Majority of respondents provide disc brake on standard bullet.
3. It is better to service more service centers.
4. Try to build bikes to compete against Harley Davidson (1000 cc bikes).
5. Make avail in product rural areas.

CONCLUSION

By the Study entitled “A STUDY ON CUSTOMER SATISFACTION

OF ROYAL ENFIELD WITH SPECIAL REFERENCE TO WAYANAD
DISTRICT” was undertaken with the objective of finding out customer’s
perception level on Royal Enfield bikes. Here adopted suitable methodology for
data collection and analysis. It is clear from the study that the most customers of
Royal Enfield are highly satisfied in almost all areas offered by Royal Enfield. And
most majorities among the satisfied customers are delighted customers. This study
reveals that by way of reducing the lead-time, improving fuel efficiency, service
and promotion by making road “trips” and by introducing new models capable to
compete with the fresher’s in the market, Royal Enfield can easily make the whole
customers into highly delighted customers.
It is more and more advertisement are given the product will develop
more attractive.

BIBILOGRAPHY

BOOKS
WEBSITE
APPENDIX