Customer Awareness and Effectiveness at Hero Honda PROJECT REPORT

PATSON AGENCIES, BELGAUM
INDEX
CONTENTS CHAPTER I Executive Summary Introduction Literature Review Statement Of The Problem Purpose Of The Study Scope Of The Study Objective Of The Study CHAPTER - II Organization Profile Organization Chart Sampling Marketing Research Design Data Collection Methods Measuring Tools CHAPTER - III Analysis & Interpretation Master Data Code Sheet Summary Findings Recommendation & Suggestions Conclusion CHAPTER - IV Questionnaire Bibliography PAGE NO.
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EXECUTIVE SUMMERY A project report containing the marketing research on Customer awareness and effectiveness of Hero Honda passport program HHPP is a is a program launched by the company to build long term relations with customers & to promote the sales of original spares & services. From authorized dealer only.
This project is partial fulfillment of requirement of MBA 2nd semester in Belgaum Institute of Management Studies, Belgaum.
It was an opportunity to learn the practical aspects of industries. I choose this topic concerned to company requirement. Hero Honda company is market leader in two-wheeler segment. And to maintain this relation they need strong relation with their customers. And achieve that company has launched this HHPP program.
Now company want to know the awareness & effectiveness of this program.
So they need to know, what is the awareness level & the customer response about Hero Honda passport program was needed I collated the information by a structured questionnaire that included requirements what the company needed & the questionnaire is attached in the appendix.
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INTRODUCTION
The project consists of the topic called customer awareness & effectiveness of Hero Honda passport program at PATSON agencies.
Hero Honda company is worlds largest two wheeler motorcycle company. It is a joint venture company between Hero group & Honda company Japan it has highest record of selling two wheeler bikes ever.
I carried out my project in PATSON agencies who are the major dealers of Hero Honda company in Belgaum city.
The reason behind Hero Honda company to become worlds No.1 company are satisfied customers & dealers.
So to keep this position, company has to build good relation with customers. So company has launched Hero Honda passport program which is a customer relation program as well as dealers beneficial program.
It is a great opportunity for me to do a project for such a esteemed company. And the project was required for the partial fulfillment of MBA 2nd semester in Belgaum Institute of Management Studies, Belgaum.
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Hence it is necessary to know the customers are aware of this program. It is also necessary to know the effectiveness of this program. Hence a questionnaire was formulated. Keeping in mind the objectives that were framed with the help of companys guide & the survey was being conducted at major part of the Belgaum city, & Hero Honda outlet (PATSON agencies).
Also which helps the customers to update his knowledge & make better decisions.
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LITERATURE REVIEW Since efficient consumer response (ECR) was first introduced into the academic literature in 1993, it has been defined more in the sense of a system or a philosophy rather than a particular concept & integration of the marketing channels. The efficient consumer response (ECR) movement began in US in 1993. The main reason why this program was initiated was an on increasing population of consumers demanding more quality more variety less time out of their hectic schedule. ECR is about Working together to fulfill consumer whishes better, faster & at less cast Embedded in this simple statement are two fundamental principles that guide all ECR efforts.
Focus on consumers: A commitment to the belief that sustained business success stems only from providing consumers with products services that consistently meet their purpose their demands & expectations.
Working together: Recognition that the greatest consumer value can be offered only when organizations, work internally & with their trading partners, to overcome barriers that erode efficiency & effectiveness.
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STATEMENT OF THE PROBLEM
In this era of competitive world, the companies providing services & other tang able products to the customers has to become more customer attentive. For that companies has to maintain long & productive relation with the customers. Taking this into consideration Hero Honda has launched program to customers, i.e. Hero Honda passport program. Now company wants to know awareness level & effectiveness of that program.
PURPOSE OF THE STUDY
To determine the awareness of Hero Honda passport program To get ideas for improvement from customers To know the attitude of the customers about HHPP To spares & services from authorized dealers
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SCOPE OF THE STUDY
The main purpose of the study is to know the customer awareness, effectiveness, 7 response towards HHPP. The study is conducted in Belgaum city. This study help the company to know the effectiveness of this program in Belgaum city at Patson agencies.
OBJECTIVES OF THE STUDY
Research objectives: To know the awareness level of customer about Hero Honda passport program. To know the effectiveness of Hero Honda passport program. To know the attitude of customers 4) Progra INDUSTRY PROFILE Auto Industry Automobile industry has a mixed rally in terms of production performance. The overall growth for the year 2001-02 over the previous year was 13%. Passenger cars and MUVs together recorded a production growth of 7%. The growth of heavy vehicles was low at 3.5%. The LCV's however registered a negative growth during the year. To suggest the Ideas for improvement of Hero Honda Passport
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The two and three wheeler industry braved the slow down and recorded a growth of 16% for the year 2001-02. Within the two-wheeler industry, motorcycle segment grew at a phenomenally high rate of 35% as against a deceleration of 3% for scooters and 27% for mopeds. In fact, motorcycle has been taking away the share of scooters and mopeds in a 4.3 million two-wheeler market and surging ahead with its market share of 68%. The increasing demand from semi-urban and rural segments may have caused this positive shift towards motorcycles. Also, easy credit coupled with low interest rate regime, constrained personal transport, increasing income levels in middle class and higher aspirations of young people all seem to be the factors responsible for such high growth in two-wheelers. The growth in two-wheelers has been robust enough to counter the slow down and other factors constraining the overall business activity in the country. Also, rationalization of excise duty in the Union Budget 2001-02 had a positive impact on the demand for motorcycles. We also expect the motorcycles to continue to lead the twowheeler segment like in all other Asian countries. Available forecasts suggest that this trend would continue for another couple of years and the industry would record nearly double-digit average annual growth up to 2006.
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COMPANY PROFILE Hero Honda Motorcycle Ltd.
Type Public company BSE:HEROHONDA M Founded January 19, 1984 Location India Key people Brijmohan Lal Munjal (Chairman and Managing Director Industry Automotive Products Motorcycles, Scooters Revenue 7,536 crores Rs 2004-2005
Website www.herohonda.com
Hero Honda Motorcycles Limited is an Indian manufacturer of motorcycles and scooters. Hero Honda is a joint venture that began in 1984 between the Hero group of India and Honda from Japan. It has been the world's biggest manufacturer of 2-wheeled motorized vehicles since 2001, when it produced 1.3 million motorbikes in a single year. Hero Honda's Splendor is the world's top selling motorcycle. Its 2 plants are in Dharuhera and Gurgaon, both in Haryana, India. It specializes in dual use motorcycles that are underpowered and very fuel efficient
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Mission Statement: We, at Hero are continuously for synergy between technology, systems, and human resources to provide products and services that the quality, performance, and price aspirations of our customers. While doing so, we maintain the highest standards of ethics and societal responsibilities, constantly innovate products and processes, and develop teams that keep the momentum going to take the company to excellence in the new millennium. Board of Directors: Chairman: Mr. Brijmohan Lall Munjal Managing Director: Mr. Pawan Munjal Joint Managing Director Director Director Director Director Director Director Director Director Director Director Director Director Mr. Miki Yamamoto Mr. Satyanand Munjal Mr. Om Prakash Munjal Mr. Satoshi Toshida Mr. Koji Nakazono Mr. S P Virmani Mr. N N Vohra Mr. Pradeep Dinodia Gen. (Retd.) V P Malik Mr. Analjit Singh Dr. Pritam Singh Dr. Vijay Laxman Kelkar Ms. Shobhana Bharlia
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Milestones of Hero Honda Company 1984: Company Incorporated Technical collaboration signed Foundation stone laid. 1985: First motorcycle (Model CD 100) produced 200 motorcycles per day production. 1986: Quality circles launched. 1987: Engine plant stated 1,00,000th Motorcycle produced. 1988: Hero Honda Family club formed at Gurgaon 200,000th motorcycle produced. 1989: Sleek model Introduced 300,000th Motorcycle produced. 1990: 400,000th Motorcycle produced Pegasus Award from Digest for campaigning One Liter Road 1994: Splendor model introduced 10,00,000th motorcycle produced. 1995: National Award for Outstanding contribution to the Development of Indain Scale Industry (NSIC Award presented by president of India) 1996: Hero Honda becomes first company to serve Army, Navy & Air Force with its 100cc motorcycles 1000 motorcycles per day production stated. 1999: Best productivity Award for the best performance in Automobile & Tractor Sector by National Productivity council presented by Vice President of India. 2000: Splendor declared world No. one largest selling signal two wheeler model. Passport Program Customer Relation Program launched 2001: Winner of the Review 200- Asias Leading Companies Award (9th Rank amongst top 10 Indian Companies) passion model launched Achieved OM One million production in one single year. 2002: Winner of the Review 200- Asias Leading Companies Award (4th Rank amongst top 10 Indian Companies)
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2003: Winner of the Review 200- Asias Leading Companies Award (3rd Rank amongst top 10 Indian Companies)
Company Profile Hero, is the brand name used by the Munjal brothers in the year 1956 with the flagship company Hero Cycles. The two-wheeler manufacturing business of bicycle components had originally started in the 1940s and turned into the worlds largest bicycle manufacturer today. Hero, is a name synonymous with two-wheelers in India today. The Munjals roll their own steel, make free wheel bicycle critical components and have diversified into different ventures like product design. The Hero Group philosophy is: To provide excellent transportation to the common man at easily affordable prices and to provide total satisfaction in all its spheres of activity. The Hero group vision is to build long lasting relationships with everyone (customers, workers, dealers and vendors). The Hero Group has a passion for setting higher standards and Engineering Satisfaction is the prime motivation, way of life and work culture of the Group. In the year 1984, Mr. Brijmohan Lal Munjal, the Chairman and Managing Director of Hero Honda Motors (HHM), headed an alliance between the Munjal family and Honda Motor Company Ltd. (HMC). HHM Mission Statement is: We, at Hero Honda, are continuously striving for synergy between technology, systems, and human resources to provide products and services that meet the quality, performance, and price aspirations of our customers. While doing so, we maintain the highest standards of ethics and societal responsibilities, constantly innovate products and processes, and develop teams that keep the momentum going to take the company to excellence in the new millennium. This alliance became one of the most successful joint
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ventures in India, until the year 1999 when HMC had announced a 100% subsidiary, Honda Motorcycle & Scooter India (HMSI). This announcement caused the HHM stock price to decrease by 30 percent that same day. Munjal had to come up with some new strategic decisions as, HMSI and other foreign new entry companies were causing increased intensity of rivalry for HHM. II. HISTORY India has the largest number of two wheelers in the world with 41.6 million vehicles. India has a mix of 30 percent automobiles and 70 percent two wheelers in the country. India was the second largest two wheeler manufacturer in the world starting in the 1950s with the birth of Automobile Products of India (API) that manufactured scooters. API manufactured the Lambrettas but, another company, Bajaj Auto Ltd. surpassed API and remained through the turn of the century from its association with Piaggio of Italy (manufacturer of Vespa). The license raj that existed between the1940s to1980s in India, did not allow foreign companies to enter the market and imports were tightly controlled. This regulatory maze, before the economic liberalization, made business easier for local players to have a sellers market. Customers in India were forced to wait 12 years to buy a scooter from Bajaj. The CEO of Bajaj commented that he did not need a marketing department, only a dispatch department. By the year 1990, Bajaj had a waiting list that was twenty-six times its annual output for scooters. The motorcycle segment had the same long wait times with three manufacturers; Royal Enield, Ideal Jawa, and Escorts. Royal Enfield made a 350cc Bullet with the only four-stroke engine at that time and took the higher end of the market but, there was little competition for their customers. Ideal Jawa and Escorts took the middle and lower end of the market respectively. In the mid-1980s, the Indian government regulations
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changed and permitted foreign companies to enter the Indian market through minority joint ventures. The two-wheeler market changed with four Indo-Japanese joint ventures: Hero Honda, TVS Suzuki, Bajaj Kawasaki and Kinetic Honda. The entry of these foreign companies changed the Indian market dynamics from the supply side to the demand side. With a larger selection of two-wheelers on the Indian market, consumers started to gain influence over the products they bought and raised higher customer expectations. The industry produced more models, styling options, prices, and different fuel efficiencies. The foreign companies new technologies helped make the products more reliable and with better quality. Indian companies had to change to keep up with their global counterparts. III. BUSINESS GROWTH The business growth of Hero Honda has been phenomenal throughout its early days. The Munjal family started a modest business of bicycle components. Hero Group expanded so big that by 2002 they had sold 86 million bicycles producing 16000 bicycles a day. Today Hero Honda has an assembly line of 9 different models of motorcycles available. It holds the record for most popular bike in the world by sales for Its Splendor model. Hero Honda Motors Limited was established in joint venture with Honda Motors of Japan in 1984, to manufacture motorcycles. It is currently the largest producer of Two Wheelers in the world. It sold 3 million bikes in the year 2005-2006. Recently it has also entered in scooter manufacturing, with its model PLEASURE mainly aimed at girls. The Hero Group has done business differently right from the start and that is what has helped them to achieve break-through in the competitive two-wheeler market. The Group's low key, but focused, style of management has earned the company plaudits amidst investors, employees, vendors and dealers, as also worldwide recognition. The growth of the Group through the
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years has been influenced by a number of factors: Just-in-Time The Hero Group through the Hero Cycles Division was the first to introduce the concept of just-in-time inventory. The Group boasts of superb operational efficiencies. Every assembly line worker operates two machines simultaneously to save time and improve productivity. The fact that most of the machines are either developed or fabricated in-house, has resulted in low inventory levels. In Hero Cycles Limited, the just-in-time inventory principle has been working since the beginning of production in the unit and is functional even till date.. This is the Japanese style of production and in India; Hero is probably the only company to have mastered the art of the just-in-time inventory principle. Ancillarisation: An integral part of the Group strategy of doing business differently was providing support to ancillary units. There are over 300 ancillary units today, whose production is dedicated to Hero's requirements and also a large number of other vendors, which include some of the better known companies in the automotive segment. Employee Policy: Another Striking feature within the Hero Group is the commitment and dedication of its workers. There is no organized labor union and family members of employees find ready employment within Hero. The philosophy with regard to labor management is "Hero is growing, grow with Hero." When it comes to workers' benefits, the Hero Group is known for providing facilities, further ahead of the industry norms. Long before other companies did so, Hero was giving its employees a uniform allowance, as well as House Rent Allowance (HRA) and Leave Travel Allowance (LTA). Extra benefits took the form of medical check-ups, not just for workers, but also for the immediate family members. Dealer Network:
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The relationship of Hero Group with their dealers is unique in its closeness. The dealers are considered a part of the Hero family. A nation-wide dealer network comprising of over 5,000 outlets, and have a formidable distribution system in place. Sales agents from Hero travels to all the corners of the country, visiting dealers and send back daily postcards with information on the stock position that day, turnover, fresh purchases, anticipated demand and also competitor action in the region. The manufacturing units have a separate department to handle dealer complaints and problems and the first response is always given in 24 hours. Financial Planning: The Hero Group benefits from the Group Chairman's financial acumen and his grasp on technology, manufacturing and marketing. Group Company, Hero Cycles Limited has one of the highest labor productivity rates in the world. In Hero Honda Motors Limited, the focus is on financial and raw material management and a low employee turnover. Quality: Quality at Hero is attained not just by modern plants and equipment and through latest technology, but by enforcing a strict discipline. At the Group factories, attaining quality standards is an everyday practice - a strictly pursued discipline. It comes from an amalgamation of the latest technology with deep-rooted experience derived from nearly four decades of hard labor. It is an attitude that masters the challenge of growth and change - change in consumers' perceptions about products and new aspirations arising from a new generation of buyers. Constant technology up gradation ensures that the Group stays in the global mainstream and maintains its competitive edge. With each of its foreign collaborations, the Group goes onto strengthen its quality measures as per the book. The Group also employs the services of independent experts from around the world to assist in new design and production processes. Diversification:
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Throughout the years of enormous growth, the Group Chairman, Mr. Lall has actively looked at diversification. A considerable level of backward integration in its manufacturing activities has been ample in the Group's growth and led to the establishment of the Hero Cycles Cold Rolling Division, Munjal and Sunbeam Castings, Munjal Auto Components and Munjal Showa Limited amongst other component-manufacturing units. Then there were the expansion into the automotive segment with the setting up of Majestic Auto Limited, where the first indigenously designed moped, Hero Majestic, went into commercial production in 1978. Then came Hero Motors which introduced Hero Puch, in collaboration with global technology leader Steyr Daimler Puch of Austria. Hero Honda Motors was established in 1984 to manufacture 1000 cc motorcycles. The Hero Group also took a venture into other segments like exports, financial services, information technology, which includes customer response services and software development. Further expansion is expected in the areas of Insurance and Telecommunication. The Hero Group's phenomenal growth is the result of constant innovations, a close watch on costs and the dynamic leadership of the Group Chairman, characterized by an culture of entrepreneurship, of right attitudes and building stronger relationships with investors, partners, vendors and dealers and customers.
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SALES PERFORMANCE Hero Honda, the World No.1 two-wheeler company, continues to strengthen its leadership in the Indian two-wheeler industry, registering impressive growth in sales in the first quarter of the FY 2006 07. For the quarter ending June 2006, the company achieved cumulative sales of 8,32,692 units, recording a growth of 21.29% compared to the same period last year. During the corresponding period last Financial Year, the company had recorded sales of 6,86,494 units in the first quarter ending June 2005. In June 2006, the company sold 2,78,660 units registering an impressive growth of 23.26% as against 2,26,073 units in June last year. During the month, Hero Honda launched Glamour FI - Indias first Fuel Injection motorcycle. The new technology eliminates the need for a carburetor, offers the most comfortable drive and the lowest emissions, in addition to a host of other features, which is now available for the first time to Indian two-wheeler riders.
An Environmentally and Socially, Aware Company At Hero Honda, our goal is not only to sell you a bike, but also to help you every step of the way in making your world a better place to live in. Besides its will to provide a highquality service to all of its customers, Hero Honda takes a stand as a socially responsible enterprise respectful of its environment and respectful of the important issues.
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Hero Honda has been strongly committed not only to environmental conservation programmes but also expresses the increasingly inseparable balance between the economic concerns and the environmental and social issues faced by a business: businesses must not grow at the expense of mankind and man's future but rather must servemankind.
"We must do something for the community from whose land we generate our wealth." A famous quote of Mr.Brijmohan Lall Munjal, CMD.
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ORGANISATION PROFIL
PATSON AGENCIES: AUTHOURIESED DEALEARS OF HERO HONDA MOTERCYCLES, BELGAUM STARTED :APRIL 1985
FOUNDER: BAPUSHAB PATIL & PRABHAKAR PATIL PRESENT CHAIR PERSONS: Mr. PRABHAKAR PATIL Mrs. CHANDARANI PATIL Mr. RAHUL .P. PATIL Mr. HARSH .P. PATIL TURNOVER OF 2005-2006: 17 CRORES SALES OF 2005-2006: 4730 MOTERCYCLES
ADDRESS :
PATSON AGENCIES P.B.ROAD, BELGAUM -590003 KARNATAKA
PH:0831-2486674 ,2486385
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ORGANISATION CHART
Chair person(partners)
General Manager
Accounts Department
Spar Part Department
Sales Department
Servicing Department
Sales Executives
Work Manager
Work supervisor
Head Mechanics
Mechanics
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WORK ALLOCATION CHART
Work Manager
Front Officer Supervisor Name Name Name
Work Shop Supervisor Team A Team B Team C
Washing Supervisor
Delivery Supervisor
Warranty In charge
Service Followup(post service follow-up)
Passport program in charge
Computer Operator
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ORGNISATION DEPARTMENTS
Sales Department Service & repair Department Delivery Department RTO work Department Spare part Department Account & Billing Department SALES DEPARTMENT: In this department all the matters regarding sales& purchases are handled. Here sales executive meet the customer & brief them with the all the details required information . Here sales executive gives quotations, brief description about the required bike model. SERVICE & REPAIR DEPARTMENT
Work Manager
Work Supervisor
Head Mechanics M/C C M/C C
M/C
M/C
M/C
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In this department all the matters regarding service & repair are taken care. This department is well structured work supervisor address the problem & gives the customer delivery time then he passes the work slip to head mechanic. Then head mechanics distributes the work with the mechanics teams. And problem salving process is carried out. Delivery Section: In this section delivery of new bikes are given to the customers. Here order is received by delivery section incharge were he cross checks the document produced by the customer then he gives the keys of the bike to the customer. Here customer can have test ride of bikes & can select the bike.
RTO work department: In this department all the matters regarding issuing of temporary registration, temporary insurance, temporary passing of new bikes are handled. All the necessary paper work required for temporary passing is handled in this department. Spare part department: In this department spare part required by mechanics are stored. And issued on requirement of the mechanics when necessary. In this department large stock of Hero Honda spare part are stored to avoid customer inconvenience. Account & Billing department: In this department the matters regarding all accounts are registered i.e. all day-today transactions & final report is produced at the end of the financial year to the management.
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INTRODUCTION TO HERO HONDA PASSPORT PROGRAM (HHPP) HHPP was the program launched by the Hero Honda Company in year 2000 on the declaration of Splendor as world No.1 Largest selling single two wheeler model. HHPP is program launched by the company to build long tram business relation with customers. It is basically a Customer relationship Programme instituted specially for Hero Honda customers. It is also program to motivate the customers to use original Hero Honda spare parts from authorized dealers & also avail the service from authorized dealers.
What is the Hero Honda Passport Programme? The Hero Honda Passport Programme is a Customer Relationship Programme' instituted specially for customer and dealers. Upon enrolling for the Programme, customer obtain a Hero Honda Passport, which entitles customer to a host of benefits, privileges and exclusive rewards. What's more, customer also become eligible for the Hero Honda 'Winners of the Month', which could win you a Hero Honda Splendor+, or a cash prize of Rs. 40.000! Who is eligible for the Hero Honda Passport? Any Hero Honda motorcycle owner or user is eligible for the Hero Honda Passport. However, it is the actual user of the motorcycle, who derives maximum benefits from it.
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How to apply for the Hero Honda Passport? Fill-in the Hero Honda Passport Application Form available all Hero Honda authorized dealerships/workshops. Pay requisite enrolment fee, and attach two passport-sized photographs with the application form. Your personalized Hero Honda Passport will be processed and delivered to you by your dealer, within 4 weeks of applying. What is the Hero Honda Passport? The Hero Honda Passport is a personal identification document that would carry details such as your photograph, name, address and signature. This document certifies your membership to the Hero Honda Passport Programme. The Hero Honda Passport opens the door to a host of special offers that
Hero Honda Motors Limited has in store for you including attractive gifts, special invitations and discounts. The Hero Honda Passport is valid for a period of 3 years. Benefits of owning a Hero Honda passport Some of 1 he benefits are: Instant Benefits - A one-year or three year Free Accident. Insurance cover worth Rs 11 lakh. - Opportunity to participate in a national draw and win Rs 40,000 in cash or Splendor+ Bike Related Benefits
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- Attractive gifts on reaching specific milestones. - A Special gift on your first transaction with a Hero Honda dealership or an authorized service centre -Opportunity to get a Bike service certificate that may increase the resale value of your bike. - A special 5% discount on the purchase of spares* Lifestyle Related Benefits: -Chance to be invited to events such as movie shows, musical nights and carnivals. -Exclusive discount offers from other brands of your interest. -Regular information through the Suhana Safar newsletter.
How to use the Hero Honda Passport? You need to carry your Hero Honda Passport with you when you visit a Hero Honda authorized dealership/workshop. Every time you do a transaction at a Hero Honda showroom /workshop, the dealer would reward points into your passport. You are eligible to accumulate points, against purchase of spares, accessories, service and by referring friends to purchase a Hero Honda motorcycle. You can win several gifts as you accumulate points swiftly. Also, your points do not become zero after a gift collection and you can keep collecting gifts as you reach a particular milestone.
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CONCEPTUAL BACKGROUND OF THE STUDY GENERAL CONCEPT: Industrialist and mangers, who earlier perceived management to be more of an art, have started realizing that management of business requires a more systematic and scientific approach and are looking to theory for basis management solutions. This has resulted in exhaustive R&D in business theory, which has given has given also Management Information Systems.
MARKETING: Marketing is a social Process by which individuals and group obtain what they need want through creating offering and freely exchanging products and services of values with others.
Accordingly to Peter Druker there will always, one can assume be need for some sealing. But the aim, of marking is to make selling superfluous. The aim of marketing is to know and understand the customer so we that the products or services fits him and sells it. Ideally marketing should result on a customer who is ready to but all that should be needed then is to make produce or service available.
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Evolving even of marketing role in the company:
Some company department (often manufacturing finance and R&D) beeline a stronger marketing function threatens their power in the organization. Initially the marketing function is seen as one of several equally important functions in a check and balance relationship. Lack of demand leads marketers to argue that their function is more important. Enthusiasts go further and say marketing is the major function of the enterprise, for without customers there would be an company. Enlightened marketers classify the issue by putting the customers rather then marketing at the center of the company. They argue for a customer orientation in which all functions work altogether to respond to serve and to satisfy the customer. Some marketers say the marketing still needs to command a central position if the customers needs are to be correctly interpreted and effectively satisfied.
MARKETING INFORMATION SYSTEM: Every firm must organize a rich flow of information to its marketing managers competitive company study their manager information needs and design marketing information system to meets their needs.
A MIS consists of people, equipment and procedures together, sort, analyze, evaluate and distribute needed timely and accurate information to the marketing decision makers.
The information is developed through internal company records, marketing Intelligence activities, marketing research and marketing decision support analysis.
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BRAND: Branding is major issue in product strategy on the one hand developing branded product requires a greater deal of long term investments, especially for advertising, promotion and packing. Many brand oriented companies markets say brand is the name, term, sign, symbol or a combination of them intended to identify the goals or service of one seller or group of sellers to differentiate them from those competitors.
In essence, a brand identifies the seller or maker; it can be a name, trade ark, log or the other symbol, under trademark law, the seller is granted exclusive fights to the use of brand name in perpetuity.
A brand is essentially a seller promise to deliver a specific set of features, benefits and service consistently to the buyers. The best brands convey a warranty quality, but a brand is an even more complex symbol. It can convey up to six levels of meaning. Attributes: a brand brings to mind certain attributes Benefits: attributes must be translated into functional and emotional. The
attribute durable could translate into the functional benefit. Values: The brand also says something about the producers value. Culture: The brand may represent or certain culture like Mercedes
represent Greman culture, organized efficient, high quality. Personality : the brand can project a certain personality. User : the brand suggest the kind of customers who buys or uses the product.
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If a company treats a brand only as name, it misses the point. The branding challenge is to develop a deep set positive associations for the brand. Marketers must decide at which level to anchor the brands identity. BRAND EQUITY : Brands vary in the amount of power and values they have in the market place at one extreme are brands that are not known by most of the buyers. Then their brands for which buyers have high degree of brand awareness. Beyond this brands are with high degree customers rather that marketing of acceptability.
Then there are brands that enjoy high degree of brand preference finally there are brands that command a high degree of loyalty.
According to Aaker, to the degree of brand name recognition perceived brand quality, strong mental and emotional associations and other assets such as patents, trade marks and channel relationship.
A brand name needs to be carefully managed so that its equity does not depreciate . This requires maintaining or improving brand awareness., perceived quality and functionality and positives associations . These tasks require continuing in R & D investments, skill full advertisement and excellent trade and consumer service.
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BRAND PULL:
Brand pull is nothing but pulling effect by consumer for particular product. It means that the customer demand for particular brand. The customers will not refer to buy any other brand it is not available with dealers. Brand pull is very important for particular products to become successful in the market. It sores the acceptance the by the customer for a particular branded products. For attracting customers the product should fulfill the needs and wants of the customers. That is the product should give satisfaction the customer.
BRAND PUSH : Brand push is another strategy. Brand push is done mostly by dealers if particular is not selling or else if the customer has no choice to buy which brand, then the dealer will suggest to buy the particular brand and try to convince the customer to purchase, that brand is termed as brand push service.
CUSTOMER DRIVES 3 KINDS SERVICES: Before sales service i.e. providing needed information to the buyer about the product service at the time of sales : when selling process takes place, the company should take care about the quick and delivery, installation etc.
After sales service when sales have been some to the customer, the company should think the customer is part of the family. So attending any emergency repair or any kind of service required should be met immediately so as to retain the customer
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QUALITY: It is a totally of features and characteristics of a product or service that bare on its ability to satisfy stated or implied needs. We can say that the seller has delivered quality whenever the sellers product or service meets or exceeds the customer expectations.
DISTRICUTION EFECIENCY: Management needs to search for distribution economies in inventory control, warehouse locations and transportations modes. One problems that distribution efficiency declines when the company experiences the strong sales increases., it may causes in meeting delivery dates. This leads customers to badmouth the company eventually ales fall. MEANING OF THE CUSTOMER SATISFACTION: Whether the buyer is satisfied after purchase depends on the offers performance in relation to the buyers expectation in general;
Satisfaction is a persons feeling of pleasure or disappointment resulting from comparing a products perceived performance (or outcome) in relation to his/her expectations.
As this definition makes clear, satisfaction is a faction of perceived performance and expectations. If the performance falls short of expectation, the customer dissatisfied, highly satisfied, delighted.
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Many companies are aiming for high satisfaction, because customers who are just satisfied still find it easy to which when a better offer comes along. Those also are highly satisfied are much less ready to switch high rates faction or delight creates un emotional bond with the brand, net just a rational preference the result is high customer loyalty .
Buying experiments friends and associates advice and market and competitors information and promises. If marketer raises expectations too high the buying is likely to be disappointed.
A customer decision to be loyal or to default is the sum of many small encounters with the company, consulting firms etc. corporation says that in order to convert all the small encounters to customer loyalty, companies need to create a Brand Customer Experience
Customer oriented thinking requires the company to define customer needs from the customer point of view not from its own point of view. Every product involves trade offs,, and management can not known what these are without talking to and researching customers. Thus a car buyer would like a high performance car that never breaks down that is safe, attractively styled and chief. Since, all of them virtues cannot be confined in one carry the car designer must make hard chooses not on what pleases them but rather on
what customer prefer are expect. The aim, after all, is to make a sale through meeting the customers need.
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Why is it supremely important to satisfy to customer ? Basically because of companys sale each period comes from two groups. New customers and repeat customer. It always cost more to attract new customers than to retain current customer. Therefore, customer retention is more critical than customer attraction. The key to customer retention is customer satisfaction to satisfied customer. Buys again Talks favorably to others about the company. Pays less attention to competing brands and advertising. Buys other products from the same company.
A customer oriented company would track its customer satisfaction level each period and set improvement goals. If they manage to increase customer satisfaction and loyalty, it does not have top worry even if its profits are down in a particular year. It is on the right track satisfaction keeps falling it is on the working track. Profit would go up or down in a particular year for many reason, inclosing rising controls falling prices, major new investments and soon. But, the ultimate sign of a healthy company is that its customer satisfaction index is high an d keeps rising companies future profits.
BABASAB PATIL

MARKET REASEARCH
DEFINATION: Marketing research is the function which lines the consumer customer and public to the marketer through information used to identify and define marketing opportunities and problems , generates refine and evaluates marketing action, monitor marketing performance and impure understanding of marketing as process.
Marketing research specifies the information required to address these issues designs the method for collection information manages and implementing the data collection process analyze the result and communicates the findings and their implication.
OBJECTIVES OF THE MARKETING RESEARCH: Some of the research objectives are as follows, To gain familiarity with a phenomenon, event, product or service. To determine the frequency with something occurs or with it is associated with something else. To test the hypothesis of casual relationship between variables. To understand the requirement of market and formulate strategies as per the requirements.
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SAMPLING
Sample
Representation of a particular population and is the subset of the population:
And is the subset of the population. Concerned to my project, The sample represented is , as sample size of 125 people in number of the sample is consisting of the customers of hero Honda within Belgaum city., Stages in selection of a sample : Define the target population. Specify the sampling frame Specify sampling method Determine sample size. Specify sampling plan. Select the sample.
Define the target population concerned to my project : I have selected the target population as, the customers of Hero Honda bikes within the Belgaum city.
Select the sampling frame: Concerned to my project , the sampling frame held in Belgaum city, i.e. Hero Honda outlet, (Patson Agencies) and major places of Belgaum city, i.e. RPD cross, Khade Bazar, Fort Road.
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SPECIFY SAMPLING UNITS:
Sampling unit consisting of the sleeted sample.
Specify sampling method. Concerned to my project, I am using the probability sampling method, where there is a probability of selecting any customer of Hero Honda Patson agencies is known i.e. simple random sample.
Determination of the sample size Concerned to my research sample size is selected is 125 i.e. value of the information records the cast.
Specify the sampling plan Sampling plan is done according to the stages in the sampling process. Select the sample It includes the actual selection of the sample elements (already listed), & field work (as I am using the questionnaire for the survey)
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RESEARCH DESIGN Steps in Research design Define the research problem Estimate the value of Information Select the data collection method Select the measurement technique Select the sample Select the analytical approach Evaluate the ethics of the research Specify time & financial cost Prepare the research proposal
Step 1: Define the research problem To know the awareness level & effectiveness & response towards HHPP.
Management problem / opportunity clarification Hero Honda company wants to make HHPP more effective, so company want to know the present performance of this program.
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Step 2: Estimate the value of the information: The value of information should exceed the expected cost. I am conducting the sample survey method, & my sample size for my research is 125 its member. Step 3: Select the data collection method; I decided to go for survey method i.e. simple random sample using the questionnaire conducting the survey & using Dichotomous (close-ended), rating scale & open-ended questions. Step 4: Select the measurement technique Descriptive type of research, using the questionnaire with rating scale, open & close-ended questions. Step 5: Select the sample The sample would be the customers of Hero Honda motorcycle within Belgaum city. Step 6: Select the analytical approach: Analyzing the collected information with the help of percentages (%) using MS-Excel software. Step 7: Evaluate the ethics of the research The collected information (data) will be used for salving the management problem & not for any non-ethical objectives will be addressed. Step 8: Specify time & financial cost: Time needed is two months (8 weeks) & the financial cost are; Daily expenses about 50/- per two months it is about 1500+1500 = 3000/Stationary & printing about 1500/- total financial cost = 1500+1500 = 4500/-
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Step 9: Prepare the Research proposal: My understanding of this project is as follows: Background:HHPP is a program launched by the Hero Honda to build long term relation with customers & to promote sales of spares & services from authorized dealer. Now company wants to make this program more effective. So company wants to know present performance of this program. Purpose: The main objective is to know the awareness & effectiveness of Hero Honda passport program. Research approach: A non-technical description of data collection method i.e. sample survey that includes customers of Hero Honda Patson in Belgaum. Time & cost requirement: Time needed is 2 months (8 weeks) & the financial cost are: Daily expenses about 50/- per two months it would be 3000/Stationary & printing about 1500/Total financial cost = 3000+1500 = 4500/Data collection Method Primary Data collection
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Interview: The administrative of a questionnaire to an individual or group of individuals is called an interview. Type of Interview: Structured interview it refers to the extent to which an interview is restricted to follows the warding & instructions in the questionnaire. Concerned to my project, I am using the structured questionnaire with open-ended & closeended where & when necessary to the customers of Hero Honda Patson customers within Belgaum city. Measuring Tools: Descriptive type of research, using the questionnaire with open & close ended questions.
BABASAB PATIL
BABASAB PATIL

ANALYSIS AND RECOMMENDATION
Q1:- Which Hero Honda Motorcycle Do you have?
Models Splendor Passion CBZ Other
TOTAL
Respondent 55 38 10 22 125
Percentage (%) 44% 30% 8% 18%
50 40 30 20 10 0
44 30 18 8 splender passion CBZ OTHER PERSENTAGE
Interpretation: From the above graph it reveals that 45% of the respondents are splendor Users ,30% are passion users ,8% are CBZ users & 18% of respondents are users of other Hero Honda models.
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Q2:-Are you aware of Hero Honda Passport program?
Option Yes No Total
Respondent 108 17 125
Percentage(% ) 87 13
AWARENESS LEVEL OF HHPP

100 80 60 40 20 0 YES NO
PERSENTAGE(%)
Interpretation: from the above graph it reveals that from 125 respondent 87% of the respondent were aware of the HHPP & 13% are not aware of HHPP.
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Q3) Are you a member of Hero Honda passport program?
Option Yes No Total
Respondent 98 10 108
Percentage %
91 8
MEMBERSHIP
100 80 60 40 20 0 91 8 YES NO PERSENTAGE(%)
Interpretation : From the above graph it reveals that from 108 respondents 91% of the respondents were the members of HHPP & 8% of the respondents were not the member of HHPP.
BABASAB PATIL
Q4:-Are you aware of advantages of Hero Honda passport program?
Option Yes No Not Exactly Total
Respondent 63 9 26 98
Percentage (%) 64 10 26 100
AWARENESS LEVEL ABOUT ADVATAGES

26 10
YES NO 64 NOT EXACTLY
Interpretation: Form the above graph it reveals that from 98 respondent 64% of the respondents were aware of the advantages of Hero Honda Passport Program, 10% were not aware of the Hero Honda Passport Program & 26% were aware but not completely.
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Q5:-Under which Hero Honda Passport program you have registered?
Plans 125 175 TOTAL
Respondent 21 77 98
Percentage (%) 22 78 100
PLANS UNDERTAKEN
22% 125 175 78%
Interpretation: From the above graph it reveals that out of 98 respondent 22% of the respondents had registered under Rs. 125 plan program & 78% of respondents had registered under Rs. 175 plan program.
BABASAB PATIL

Q6:-How many times you received gifts from this program on your accumulated points?
gifts received Zero < three times four times > four times
Respondent 7 22 27 42
Percentage(%) 7 23 27 43
GIFTS RECEIVED
50 40 30 20 10 0 7 ZERO <3TIMES 4TIMES >4TIMES 23 27 PERSENTAGE(%) 43
Interpretation: From the above graph it reveals that out of 98 respondent 07% of the respondents have not received the gifts, 23% have received the gifts for <3 times, 27% of the respondents have received the gift for 4 times & 43% of the respondents have received gifts for more then 4 times.
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Q7:-Are you satisfied with advantages (gifts & benefits) for your purchase of spare parts or services under this program? SATISFACTION LEVEL STRONGLY SATISFIED SATISFIED NETHER SATISFIED NOR DISSATISFIED NOT SATISFIED STRONGLY DISSATISFIED SAMPLES 11 36 16 23 12 % 12 36 17 23 12
SATISFACTION LEVEL OF ADVATAGES

STRONGLY SATISFIED 12% 23% 36% 17% STRONGLY DISSATISFIED 12% SATISFIED NEITHER SATISFIED NOR DIS SATISFIED NOT SATISFIED
Interpretation: From the above graph it reveals that out of 98 respondent 12% of the respondents were strongly satisfied with the advantages for the purchase of spare parts and services, 36% of the respondents were just satisfied with the advantages, 17% were neither satisfied nor dissatisfied, 23% were not satisfied with the advantages and 12% were strongly dissatisfied with the advantages of the program for their purchases of spare and services from authorized dealer.
Q8:-Are you aware of insurance scheme in Hero Honda Passport program?
BABASAB PATIL
Option yes no
Respondent 80 18
Percentage(%) 81 19
AWARNESS LEVEL OF INSURECE SCHEME

100 50 0 81 19 YES NO PERSENTAGE(%)
Interpretation: From the above graph it reveals that out of 98 respondent 81% of the respondents were aware of the insurance scheme & 19% of the respondents were not aware of the insurance scheme in Hero Honda Passport Program.
Q9:-Do you feel program works according to its promises?
BABASAB PATIL

Option yes no Not exactly Respondent 79 8 11 Percentage (%) 80 8 12
80 60 40 20 0
80
8 YES NO
12 NOT EXACTLY
PERSENTAGE(%)
Interpretation: From the above graph it reveals that out of 98 respondent 80% of the respondents feel program works according to its promises 8% of respondents program does not work according to its promises and 12% of respondent feel program works but not exactly according to its promises.
BABASAB PATIL

Q10: Does the program influence you to go for repeated purchase of spare parts & service from Hero Honda authorized dealers only?
Influence level Strongly influence Influence Neither influence nor not influence Not influence Strongly not influence
Respondent 13 46 23 16 0
Percentage(%) 14 46 23 17 0
STRONGLY INFULENCE 17 0 14 INFULENCE
23 46
NITHER INFLUENCE NOR DISINFULENCE NOT INFULENCE
STRONGLI DIS Interpretation: From the above graph it reveals that out of INFULENCE14% of the 98 respondent
respondents are strongly influenced by this program in their purchase of spares and services, 46% of respondent are just influenced by this program, 23% of respondent are neither influenced nor not influenced and 17% of respondents are strongly not influenced by the program in their purchase of spare parts and services.
BABASAB PATIL

Q11:-What do you say about this program?
Attitude Excellent Good Neither good Nor Bad Bad Worst
Percentage (%) 26 49 11 4 0
ATTITUDE TOWARDS PROGRAM
11
4 0
26
EXCELLENT GOOD NITHER GOOD NOR BAD BAD
49
WORST
Interpretation: From the above graph it reveals that out of 98 respondent 26% of the respondents said program is excellent, 49% of respondents said program is good, 11% of respondents said program is neither good nor bad and 4% of respondents said program is bad.
BABASAB PATIL

Q12:-Are you satisfied with the service provided by PATSON AGENCIES in Hero Honda Passport program?
Option Yes No Some what
Respondent 74 11 13
percentage % 75 12 13
80 60 40 20 0
75
12 YES NO
13 SOME WHAT
PERSENTAGE(% )
Interpretation: From the above graph it reveals that out of 98 respondent 74% of the respondents are satisfied with the PATSON AGENCIES service provided in Hero Honda Passport Program and 12% of respondents are not satisfied with the service proved by the PATSON AGENCIES and 13% of respondents are somewhat satisfied with the service provided by PATSON AGENCIES in Hero Honda Passport Program.
BABASAB PATIL

Q13:-Are you satisfied with Hero Honda Passport Program?
Satisfaction level Strongly satisfied Satisfied Neither Satisfied Nor Dissatisfied Not satisfied Strongly dissatisfied
Percentage (%) 12 48 32 8 0
SATISFACTION LEVEL
STRONGLY SATISFIED 8% 0% 32% 48% NEITHER SATISFIED NOR DISSATISFIED NOT SATISFIED STRONGLY DISSATISFIED
Interpretation: From the above graph it reveals that out of 98 respondent 12% of the respondents are strongly satisfied with the Hero Honda Passport Program, 48% just satisfied with the program, 32% of respondents are neither satisfied nor dissatisfied with the program and 8% of the respondents are not satisfied with the Hero Honda Passport Program.
12%
SATISFIED
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14: Reasons behind not being aware of the Hero Honda Passport Program. Respondents were not interested in scheme and offers. Respondents did not came across any advertisement of Hero Honda Passport Program. Hero Honda Passport Program was not communicated to them by PATSON AGENCIES.
15: Reasons behind aware but not being the member of the Hero Honda Passport Program. Respondents were not interested in Hero Honda Passport Program. Respondents bikes were old so they were not interested in Hero Honda Passport Program.
BABASAB PATIL

MATER SHEET
DATA CODE SHEET

Respondent 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 Q1 1 1 4 4 1 4 1 3 1 1 2 4 1 1 1 4 1 2 1 4 1 4 3 1 4 3 4 1 4 1 4 1 2 1 1 1 1 2 1 4 1 4 Q2 1 2 1 1 1 1 1 1 1 2 1 1 1 1 2 1 1 2 1 1 1 2 1 2 1 1 1 1 1 1 1 1 1 1 1 2 1 1 1 1 2 1 Q3 1 0 1 1 1 1 1 2 1 0 1 1 1 1 0 1 1 0 1 1 1 1 0 1 2 1 1 1 1 1 1 1 1 1 0 1 1 2 1 0 1 Q4 1 0 1 2 1 2 1 0 3 0 2 1 1 3 0 3 1 0 1 2 1 0 1 0 1 0 3 1 1 1 2 1 2 1 1 0 3 1 0 1 0 3 Q5 2 0 2 2 1 2 2 0 2 0 1 2 2 2 0 1 2 0 2 1 2 0 1 0 2 0 2 1 2 2 2 2 2 2 1 0 2 2 0 2 0 1 Q6 4 0 2 1 4 1 2 0 4 0 1 2 2 2 0 2 4 0 3 4 3 0 3 0 4 0 4 2 4 3 4 1 3 4 0 2 3 0 3 0 2 Q7 2 0 4 2 2 1 4 0 2 0 3 4 1 2 0 4 2 0 4 3 4 0 3 0 2 0 2 4 2 1 2 2 2 4 2 0 1 2 0 4 0 Q8 1 0 1 1 1 2 1 0 1 0 1 2 1 1 0 1 1 0 1 1 1 0 2 0 1 0 1 1 1 2 1 2 1 2 1 0 1 1 0 1 0 2 Q9 3 0 1 1 1 1 1 0 1 0 2 1 1 3 0 1 1 0 1 1 1 0 2 0 3 0 1 1 1 1 1 1 1 1 1 0 3 1 0 1 0 2 Q10 1 0 2 5 3 2 2 0 2 0 4 3 2 2 0 3 2 0 1 2 4 0 5 0 2 0 4 3 2 2 4 1 3 2 2 0 3 2 0 4 0 1 Q11 1 0 2 1 2 2 2 0 3 0 2 2 1 2 0 2 2 0 2 1 1 0 3 0 2 0 1 2 3 2 2 2 2 1 4 0 1 1 0 2 0 2 Q12 1 0 1 2 3 1 1 0 1 0 3 1 1 2 0 1 1 0 1 1 2 0 3 0 1 0 1 1 1 2 1 3 1 3 1 0 1 2 0 1 0 1 Q13 2 0 1 3 2 1 1 0 4 0 2 1 3 4 0 2 2 0 2 3 1 0 1 0 2 0 2 3 2 2 2 2 2 1 2 0 3 2 0 4 0 2
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43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 1 2 1 4 2 1 2 4 4 1 4 2 1 2 1 2 1 1 2 2 2 2 1 2 1 2 1 2 1 2 1 3 1 2 1 2 1 2 2 1 1 1 1 4 2 1 4 2 4 2 1 1 1 1 1 2 1 1 1 1 1 1 2 2 1 1 1 1 1 1 1 1 1 1 2 1 1 1 1 2 1 1 1 1 1 1 1 1 1 2 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 0 1 1 1 1 1 0 0 1 1 1 1 1 1 1 1 1 1 0 1 2 1 1 0 1 1 1 1 1 1 1 1 1 0 1 1 0 1 1 1 1 1 1 1 3 1 3 2 1 0 1 1 3 2 1 1 0 0 1 1 3 3 1 3 1 1 3 1 0 1 3 1 2 0 3 1 1 2 1 1 3 1 1 0 3 1 0 1 3 1 3 1 3 3 2 2 2 1 2 0 2 1 2 0 2 2 0 0 1 2 2 2 1 2 2 1 2 2 0 1 2 2 1 0 2 2 2 2 2 2 2 2 2 0 1 2 0 2 2 1 2 2 2 2 4 2 4 1 4 0 3 2 2 0 3 3 0 0 2 4 2 4 3 4 4 4 4 3 0 4 3 2 1 0 4 4 3 1 3 4 4 3 3 0 2 2 0 4 4 4 4 4 4 4 3 2 2 2 2 0 2 4 2 0 3 1 0 0 3 3 2 2 1 2 4 2 2 2 0 4 2 4 2 0 2 1 4 2 4 2 3 4 0 4 2 0 3 1 2 3 2 2 4 1 1 1 1 1 0 1 2 1 0 1 1 0 0 1 2 1 1 1 1 2 1 1 1 0 1 1 2 1 0 1 1 1 1 1 2 1 1 2 0 1 1 0 1 1 1 1 1 1 1 2 1 1 1 1 0 1 3 1 0 1 1 0 0 3 1 1 1 2 1 1 1 3 1 0 1 1 1 1 0 1 2 1 1 1 1 3 1 1 0 1 3 0 1 1 1 1 3 1 1 3 5 2 4 2 0 2 3 2 0 4 3 0 0 5 2 2 3 4 1 1 3 2 3 0 4 2 2 2 0 2 2 2 2 2 3 4 2 2 0 2 3 0 4 2 2 3 2 2 1 3 3 2 2 3 0 1 1 2 0 2 2 0 0 3 1 1 1 2 2 4 2 3 2 0 2 1 2 3 0 4 2 1 2 2 2 1 2 2 0 2 2 0 2 1 2 2 2 2 2 1 1 1 1 1 0 1 1 1 0 1 2 0 0 3 2 1 1 1 3 1 1 1 3 0 1 1 1 2 0 1 1 1 1 1 1 1 1 0 1 2 0 1 1 1 1 1 1 1 3 2 2 4 2 0 2 1 2 0 2 3 0 0 4 1 2 4 2 2 1 4 2 0 1 3 2 2 0 2 2 3 2 2 2 2 2 2 0 2 1 0 2 2 2 2 1 2 2
BABASAB PATIL

93 94 95 96 97 98 99 100 101 102 103 104 105 106 107 108 109 110 111 112 113 114 115 116 117 118 119 120 121 122 123 124 125 2 3 2 1 2 3 2 1 2 1 2 1 2 1 2 1 3 2 1 1 1 4 2 1 3 4 2 3 2 2 3 1 1 1 1 1 1 1 2 1 1 1 1 1 1 1 1 1 1 1 2 1 1 1 1 1 1 1 1 1 1 1 2 1 1 1 1 1 1 1 1 0 1 2 1 1 2 1 1 1 1 1 1 0 1 1 2 2 1 1 1 1 1 1 2 0 1 2 3 1 3 1 1 1 0 1 0 1 1 0 1 1 3 1 1 1 0 1 1 0 0 3 1 1 3 1 1 0 0 1 0 2 2 1 2 2 2 0 2 0 2 1 0 2 2 2 2 2 2 0 2 2 0 0 2 1 2 2 1 2 0 0 2 0 4 3 3 4 3 4 0 3 0 2 2 0 3 4 4 3 4 4 0 3 3 0 0 2 4 2 4 3 3 0 0 2 0 2 3 2 3 4 2 0 2 0 1 4 0 4 3 2 4 1 3 0 2 4 0 0 2 3 1 2 2 4 0 0 3 0 1 2 1 1 2 1 0 1 0 1 1 0 1 1 1 1 1 2 0 1 1 0 0 2 1 1 2 1 1 0 0 1 0 1 1 1 2 1 1 0 1 0 1 3 0 1 1 1 1 1 2 0 1 1 0 0 1 1 2 1 1 1 0 0 1 0 1 2 2 1 2 1 0 2 0 4 1 0 1 3 3 1 2 3 0 4 1 0 0 4 3 2 2 1 2 0 0 4 0 2 4 2 2 2 2 0 2 0 1 3 0 2 1 2 1 2 2 0 2 2 0 0 1 3 2 2 2 2 0 0 2 0 1 3 1 1 3 1 0 1 0 2 1 0 1 1 1 1 3 1 0 1 1 0 0 3 1 2 1 1 1 0 0 1 0 2 2 2 3 2 2 0 2 0 2 2 0 2 2 2 2 2 2 0 3 2 0 0 2 2 2 3 4 1 0 0 1 0
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SUMMARY
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FINDINGS Project Finding The customer awareness level towards HHPP is excellent because nearly 87% of the respondents were aware of this program. From the aware respondents 91% of respondents had taken the membership under this program. This shows program is effectively reaching the customers. The customer awareness level about the advantages of the program is good, but there is still scope for improvement. Major of the respondent have registered under Rs.175 plan that is 78% of respondent have registered under 175 plane. This shows that company will be contact with 78% customers for 3 years. This will help in building good relation with the customers. Major of the customers are using this program because 43% of respondents have received the gifts for more then 4 time, 27% of respondent have received the gift for 4 times on this collected pts this means every member has done the purchase of at list Rs.2000 from the authorized dealers. But this is still scope for improvement. This shows effectiveness of the program. 36% of the respondents are satisfied with the advantage (gift) on this purchase & 11% of respondent. This shows that improvement in gifts returns is required. Awareness level regarding Insurance schemes in HHPP is excellent because nearly 81% the respondents are aware of this scheme benefit.
BABASAB PATIL

HHPP works according to its promises because 80% respondents said yes it works according to its promises this also shows the effectiveness of the program. Customers are influenced by this program to go for repeated purchase of spare parts & services from authorized dealers of Hero Honda because 46% respondent said is influence & 14% of respondent said it strongly influence them to go repeated purchase of spare parts & services from authorized dealers. This show program is effective in attracting the customers towards Hero Honda authorized dealers. The attitude towards HHPP is good. Because 49% of respondents program is good & 26% of said program is excellent. Customers are satisfied with the service provided by PATSON agencies in HHPP. Because 75% of respondent said they are satisfied with the services provided by PATSON agencies in HHPP. Just 48% of respondent are satisfied & 12% are strongly satisfied. This means there is still scope for improvement.
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SUGGESTIONS & RECOMMENDATION
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CONCLUSION
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APPENDIX
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QUESTIONNAIRE
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BIBLIOGRAPHY 1. Marketing Management Philip Kotler
2. Marketing Research Tull and Hawkins
3. Website www.google.com www.herohonda.com
4. Materials Books.
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Customer Awareness and Effectiveness at Hero Honda PROJECT REPORT

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PATSON AGENCIES, BELGAUM

PATSON AGENCIES, BELGAUM

PATSON AGENCIES, BELGAUM

PATSON AGENCIES, BELGAUM

PATSON AGENCIES, BELGAUM

PATSON AGENCIES, BELGAUM

PATSON AGENCIES, BELGAUM

PURPOSE OF THE STUDY

PATSON AGENCIES, BELGAUM

OBJECTIVES OF THE STUDY

PATSON AGENCIES, BELGAUM

PATSON AGENCIES, BELGAUM

PATSON AGENCIES, BELGAUM

PATSON AGENCIES, BELGAUM

PATSON AGENCIES, BELGAUM

PATSON AGENCIES, BELGAUM

PATSON AGENCIES, BELGAUM

PATSON AGENCIES, BELGAUM

PATSON AGENCIES, BELGAUM

PATSON AGENCIES, BELGAUM

PATSON AGENCIES, BELGAUM

PATSON AGENCIES, BELGAUM

PATSON AGENCIES, BELGAUM

PATSON AGENCIES, BELGAUM

PATSON AGENCIES P.B.ROAD, BELGAUM -590003 KARNATAKA

PATSON AGENCIES, BELGAUM

Spar Part Department

PATSON AGENCIES, BELGAUM

Front Officer Supervisor Name Name Name

Work Shop Supervisor Team A Team B Team C

Service Followup(post service follow-up)

Passport program in charge

PATSON AGENCIES, BELGAUM

Head Mechanics M/C C M/C C

PATSON AGENCIES, BELGAUM

PATSON AGENCIES, BELGAUM

PATSON AGENCIES, BELGAUM

PATSON AGENCIES, BELGAUM

PATSON AGENCIES, BELGAUM

PATSON AGENCIES, BELGAUM

PATSON AGENCIES, BELGAUM

PATSON AGENCIES, BELGAUM

PATSON AGENCIES, BELGAUM

PATSON AGENCIES, BELGAUM

PATSON AGENCIES, BELGAUM

PATSON AGENCIES, BELGAUM

PATSON AGENCIES, BELGAUM

PATSON AGENCIES, BELGAUM

Representation of a particular population and is the subset of the population:

PATSON AGENCIES, BELGAUM

PATSON AGENCIES, BELGAUM

PATSON AGENCIES, BELGAUM

PATSON AGENCIES, BELGAUM

PATSON AGENCIES, BELGAUM

PATSON AGENCIES, BELGAUM

PATSON AGENCIES, BELGAUM

Q1:- Which Hero Honda Motorcycle Do you have?

Models Splendor Passion CBZ Other

Percentage (%) 44% 30% 8% 18%

44 30 18 8 splender passion CBZ OTHER PERSENTAGE

PATSON AGENCIES, BELGAUM

Q2:-Are you aware of Hero Honda Passport program?

Option Yes No Total