SYNOPSIS

Name of the student: VENU S

Reg #: 08YAC08170

Title of the Project: A Study on Customer Satisfaction towards ROYAL ENFIELD

BIKES, Bangalore.

Executive Summary:

This research is a hypothesized study, which is conducted to measure the Customer

Satisfaction Level of the Royal Enfield products. This research would be conducted in
Bangalore City. To meet the research objectives, following activities will be performed.

• An extensive search of relevant literature from news articles, Internet, books.

This step guides the development of the methods and instruments for collecting
data.
• Designing the questionnaire.
• Survey will be carried away by telephone, one-on-one interviews; The Survey
includes both quantitative, forced-choice or close-ended questions and
qualitative, open-ended questions.
• Analysis will be done on the basis of the information.

Objectives of the study:

• To understand the reasons for purchasing Royal Enfield bikes.

• To have a better understanding about features that attracted the customers

• To study the level of customer satisfaction.

• To know about the experience after purchase relating various parameters

(Service, bike performance, mileage etc)

• To analyze the nearest competitors

• To ascertain the barriers to purchasing a Bullet for a prospective customer

• To ascertain the factors that affect the choice of a Bullet as a motorcycle

Statement of the problem:

Customer satisfaction plays a crucial role in enabling an organization to change

and develop with customers. Keeping the existing customer contended is
generally much easier, takes less time and involves less expense. The reason for
this is that it takes more time to find new prospective customer. In this context
study is conducted with special reference to customer satisfaction.

Research Methodology:

The research will be carried out in various phases that constitute an approach of
working from whole to part. It includes subsequent phases trying to go deeper into the
user’s psyche and develop a thorough understanding of what a user looks for while
buying a bike.

The first phase is completely internal where it is stormed over the most effective route of
action, considering that Bullet users in Bangalore are more in number.

The second phase is with some of the seasoned bikers who have been using Bullets for
some time now and are generally known and respected amongst the Bullet community.

The third phase is with some respondents who will be interviewed with the help of
questionnaire keeping in mind the time and cost constraints.
Sample Size:

The size of the sample is 100. Only 100 respondents, which include Enfield bullet
riders, and non-bullet riders will be interviewed with the help of questionnaire keeping in,
mind the time and cost constraints.

Collection of Data:

The information relevant for the study will be drawn from Primary data collected
through Survey method, which alone will be not sufficient. Hence Secondary data will be
collected to conduct study successfully.

• Primary data- it will be collected using a questionnaire. A well laid out

questionnaire will be designed for this purpose. Also personal interviews will be
conducted with people in organization as well as customers and prospective
buyers.

• Secondary data- this information will be obtained from secondary sources like
newspapers, internal reports, magazines, website and other published sources.
Chapter Scheme:

Chapter-1 Introduction

• Automobile Industry Till Date

• Indian Two Wheeler Market

• Top Export Destinations

• Future Projections

• Recent Trends in Two Wheeler Sector

• Customer Care and Sales Process

Chapter-2 Research Design

• Title of Study

• Statement of Problem

• Limitations
 • Plan of Analysis

• Operational Definitions of concepts

• Customer Satisfaction
Chapter-3 Company Profile

• History of Royal Enfield

• Company Objective

• Royal Enfield Products

• Organization Chart

• SWOT Analysis

Chapter-4 Data Analysis and Interpretation

• Data Table

• Analysis and Inference of the Table

• Graphical Representation
Chapter-5 Summary of Findings and Conclusions

• Findings

• Recommendations and suggestions

• Conclusion

Bibliography

• Text Books Referred

• www.royalenfield.com
 • Journals and Magazines Referred
Annexure

• Questionnaire