A PROJECT REPORT ON EVALUTING CONSUMER SATISFACTION FROM HERO MOTORCYCLE

Final Project Report Submitted in partial fulfillment of the requirement for Masters in Business Administration for session 2011-2013 of Punjab Technical University.

Submitted by:
Arvind Kumar pal Roll no-1173287 Masters of Business Administration (4th semester)

DR. IT. IMT.

Approved by AICTE and Affiliated to Punjab Technical University, Jalandhar.Chandigarh-Patiala Highway, Banur, Near Chandigarh

1|Page

DECLARATION

We

hereby

declare

that

the

project

entitled

EVALUTING FROM

CONSUMER

SATISFACTION

HEROMOTERCYCLE

submitted for the Assignment of Research

Methodology is our original work and the project has not formed the basis for the award of any degree, associate ship, fellowship or any other similar titles.

Signature of the Student:

_____________________ Arvind kumar pal

Place: Date:

2|Page

ACKNOWLEDGEMENT

Heartfelt thanks to the following people.

A Few typewritten words of thanks can-not really express the sincerity of my gratitude. But I am still trying to put into words my gratefulness towards all who have helped & encouraged me in carrying out this project.

I would like to thank Prof.P. P. Arya (Director, DR.IT.) to give me guidelines and my worthy thanks to my teacher Dr. Geetanjali Bhatnagar(Principal, DR.IT.) for their valuable contribution during the academic session and guidance in preparation of this project report.

Finally, yet importantly, I would like to express my heartfelt thanks to my beloved Parents for their blessings, my friends/classmates for their help and wishes for the successful completion of this project.

Name of Students, Arvind Kumar Pal

3|Page

TABLE OF CONTENTS

Chapter 1 2 3 4 5 6 7 8 9

Topic Introduction to Project Introduction to Company Industry Profile Research Methodology Analysis & Interpretations Finding & Suggestions Bibliography Questionnaire Annexure

Page Num. 5 8 13 27 34 49 53 54 56

4|Page

CHAPTER 1
INTRODUCTION TO PROJECT

5|Page

INTRODUCTION TO PROJECT:-

Selling of any product, there is needed to build relationship with customer. For building a Relationship there is need for knowing the customer satisfaction and how will be they satisfied?

This project is undertaken to know the customer satisfaction & satisfaction level for Hero MotoCorp in JAI HERO at (Shakespeare Sarani, Kolkata). Also through this project get awareness that which factors affect on the selling of bike mainly in the rural area. Because the area where project was undergoing, it is almost rural area and most population income depends on agriculture or its products.

There were some limitations while doing the project. The data was collected by personal interviews of the respondents. It was very challenging to fill up the questionnaire as most of the population comes from rural back ground. As it was the rural area we were supposed to explain each and every question of the questionnaire. Also many of them did not show any interest in filling questionnaires..

This study will help Hero MotoCorp to know the most popular way by which they are providing services and quality to the customers and to know various customers Perceptions. From the study, we found that, the customers were highly satisfied with the products and service of Hero MotoCorp, but there were some complaints regarding after sales service and staff of Hero MotoCorp.

It was found that Hero MotoCorp Motor cycle is having a good brand image in the market. Most of the respondents considered Hero MotoCorp showroom is one of the best places to purchase of Motor cycle.

6|Page

The present is the era of customers. Customers are more knowledgeable than ever before and because the customer is more knowledgeable, companies must be faster, more agile and more creative than few years ago. So companies should strive to enhance customer satisfaction through knowing their expectations regarding products.

Hero MotoCorp should improve on their after sales support, and have knowledgeable support staff. Also Hero MotoCorp should increase the range of its targeted market.

SATISFACTION: Satisfaction is a person's feeling of pleasure or disappointment resulting from comparing a product's perceived performance in relation to his or her expectation. Satisfaction is a function of a perceived performance and expectations if the performance exceeds expectations, the consumer is highly satisfied or delighted and vice versa. The brand must represent a promise about the total resulting experience that consumer can expect. Whether the promise is kept depends upon the company's ability to manage its value delivery system. The value delivery system includes all the communication and channel experience the consumer will have on the way to obtaining the offering. While collecting consumer satisfaction data, it is also useful to ask additional question to measure repurchase retention, this will normally be high if the consumers satisfaction is high it is also useful to measure the likely hood or willingness to recommend the company and the brand to others. A high positive word of mouth score indicates that the company is developing high consumer satisfaction. Ultimately, the company must operate on the philosophy that it is trying to deliver a high level of consumer satisfaction subject to delivering acceptable level of satisfaction to the other stakeholders within the constraints of its total resources

7|Page

CHAPTER-2
HISTORY OF COMPANY
Hero MotoCorp is the World's single largest two-wheeler motorcycle company. Honda Motor Company of Japan and the Hero Group entered a joint venture to setup Hero Honda Motors Limited in 1984. The joint venture between India's Hero Group and Honda Motor Company, Japan has not only created the world's single largest two wheeler company but also one of the most successful joint ventures worldwide. Hero Motocorp Ltd. formerly known as Hero Honda is worlds largest Two-Wheeler company having its registered office in India. The company started with a joint venture between the Japanese Two Wheeler manufacturing company Honda in 1984, but in 2010 Honda decided to move out and Hero Cycle bought their shares and became a new independent identity. The new company which was renamed Hero Motocorp in August 2011 is now the worlds largest manufacturer of two wheelers. The company has been working intelligently and trying to utilise every opportunity to promote its new brand identity. The Company started with a vision of empowering India by its bikes and making it a mobile and much more empowered country by taking it to global market with its world class bikes In the 1980s Hero Honda introduced low cost and fuel efficient bikes in India. The Japanese technology which came from their Japanese partner Honda in the Hero motorcycles made it a huge hit in Indian market. The company continued to use the same technology till they parted ways with Honda. The company offers wide range of two wheelers including motorcycles and scooters. With its three manufacturing plants located at Haridwar, Gurgaon and Dharuhera, Hero churns out approx 3 million bikes in a year. Not only in manufacturing the company is a real hero in customer service also with a huge network of about 3000 dealerships and service centers across country.

8|Page

MILESTONES 1983 1984 1985 1987 1989 1991 1992 1994 1997 1998 1999 New motorcycle model - 'CBZ' introduced. Environment Management System of Dharuhera Plant certified with ISO14001 by DNV Holland. Raman Munjal Memorial Hospital inaugurated - A Hospital in the memory of founder Managing Director, Mr. Raman Kant Munjal. 9|Page 2,000,000th motorcycle produced. New motorcycle model - 'Street' introduced. Hero Honda's 2nd manufacturing plant at Gurgaon inaugurated. New motorcycle model - 'Splendor' introduced. 1,000,000th motorcycle produced. Raman Munjal Vidya Mandir inaugurated -A School in the memory of founder Managing Director, Mr. Raman Kant Munjal. New motorcycle model - 'CD 100 SS' introduced. 500,000th motorcycle produced. New motorcycle model - 'Sleek' introduced. 100,000th motorcycle produced. First motorcycle 'CD 100' rolled out. Hero Honda Motors Ltd. Incorporated. Joint Collaboration Agreement with Honda Motor Co. Ltd. Japan signed. Shareholders Agreement signed.

 2000 2001 2002 Becomes the first Indian Company to cross the cumulative 7 million sales mark . Splendor has emerged as the World's largest selling model for the third calendar year in a row(2000, 2001, 2002). New motorcycle model - 'CD Dawn' introduced, New motorcycle model 'Splendor +'introduced, New motorcycle model - 'Passion Plus' introduced, New motorcycle model -'Karizma' introduced. 2004 2005 Hero Honda is the World No. 1 for the 4th year in a row. New motorcycle model - 'Super Splendor' introduced, New motorcycle model - 'CD Deluxe' introduced New motorcycle model - 'Glamour' introduced, New motorcycle model - 'Ambition 135' introduced. Hero Honda became the World No. 1 Company for the third consecutive year. Crossed sales of over 2 million units in a single year, a global record. Splendor - World's largest selling motorcycle crossed the 5 million mark . New motorcycle model - 'CBZ' introduced. Joint Technical Agreement renewed. Total sales crossed a record of 10 million motorcycles. New motorcycle model - 'Passion' introduced. One million production in one single year . New motorcycle model - 'Joy' introduced. 5,000,000th motorcycle produced. 4,000,000th motorcycle produced. Environment Management System of Gurgaon Plant certified ISO-14001 by DNV Holland. Splendor declared 'World No. 1' - largest selling single two-wheeler model. 'Hero Honda Passport Programme' - CRM Programme launched.

New motorcycle model - 'Achiever' introduced. 10 | P a g e

 2006 2007 2008 2009 2010 2011

First Scooter model from Hero Honda - 'Pleasure' introduced.

Hero Honda is the World No. 1 for the 5th year in a row. 15 million production milestone achieved.

Hero Honda is the World No. 1 for the 6th year in a row. New 'Splendor NXG' launched. New 'CD Deluxe' launched. New 'Passion Plus' launched. New motorcycle model 'Hunk' launched. 20 million production milestone achieved.

Hero Honda Haridwar Plant inauguration. New 'Pleasure' launched. Splendor NXG launched with power start feature. New motorcycle model 'Passion Pro' launched. New 'CBZ Xtreme' launched. 25 million production milestone achieved. CD Deluxe launched with power start feature. New 'Glamour' launched. New 'Glamour Fi' launched.

Hero Honda GoodLife Program launched Hunk' (Limited Edition) launched. Splendor completed 11 million production landmark . New motorcycle model 'Karizma - ZMR' launched. Silver jubilee celebrations.

New model Splendor Pro launched. Launch of new Super Splendor and New Hunk.

New licensing arrangement signed between Hero and Honda.

11 | P a g e

Launch of new refreshed versions of Glamour, Glamour FI, CBZ Xtreme, Karizma. Crosses the landmark figure of 5 million cumulative sales in a single year . July 29, 2011 - Hero Honda Motors changed its name to Hero MotoCorp following the exit of its erstwhile Japanese promoter, Honda, from the company.

Hero Honda is now Hero MotoCorp On 11 sept. 2011 the name of company was enhanced to Hero MotoCorp Ltd. From Hero Honda Motors and its known as Hero MotoCorp Ltd.

12 | P a g e

CHAPTER-3
INDUSTRT PROFILE

13 | P a g e

INDUSTRT PROFILE
Hero MotoCorp Ltd. (Formerly Hero Honda Motors Ltd.) is the world's largest manufacturer of two wheelers,based in India. In 2001, the Company achieved the coveted position of being the largest two-wheeler manufacturing Company in India and also, the World No.1 two-wheeler Company in terms of unit volume sales in a calendar year. Hero MotoCorp Ltd. continues to maintain this position till date.

Vision
The story began with a simple vision the vision of a mobile and an empowered India, powered by its bikes. Hero MotoCorp Ltd., companys new identity, reflects its commitment towards providing world class mobility solutions with renewed focus on expanding companys footprint in the global arena.

Mission
Hero MotoCorps mission is to become a global enterprise fulfilling its customers needs and aspirations for mobility, setting benchmarks in technology, styling and quality so that it converts its customers into its brand advocates. The Company will provide an engaging environment for its people to perform to their true potential. It will continue its focus on value creation and enduring relationships with its partners.

Strategy
Hero MotoCorps key strategies are to build a robust product portfolio across categories, explore growth opportunities globally, continuously improve its operational efficiency, aggressively expand its reach to customers, continue to invest in brand building activities and ensure customer and shareholder delight.

14 | P a g e

Manufacturing
Hero Honda bikes are manufactured across three globally benchmarked manufacturing facilities. Two of these are based at Gurgaon and Dharuhera which are located in the state of Haryana in northern India. The third and the latest manufacturing plant is based at Haridwar, in the hill state of Uttarakhand.

Technology
In the 1980s the Company pioneered the introduction of fuel-efficient, environment friendly four-stroke motorcycles in the country. It became the first Company to launch the Fuel Injection (FI) technology in Indian motorcycles, with the launch of the Glamour FI in June 2006. Its plants use world class equipment and processes and have become a benchmark in leanness and productivity. Hero MotoCorp, in its endeavor to remain technology pioneer, will continue to innovate and develop cutting edge products and processes.

Products
Hero Honda's product range includes variety of motorcycles that have set the industry standards across all the market segments. The Company also started manufacturing scooter in 2005. Hero Honda offers large no. of products and caters to wide variety of requirements across all the segments.

Distribution
The Companys growth in the two wheeler market in India is the result of an intrinsic ability to increase reach in new geographies and growth markets. Hero MotoCorps extensive sales and service network now spans over to 5000 customer touch points. These comprise a mix of authorized dealerships, Service & Spare Parts outlets, and dealer-appointed outlets across the country.

15 | P a g e

Brand
The new Hero is rising and is poised to shine on the global arena. Companys new identity Hero MotoCorp Ltd. Is truly reflective of its vision to strengthen focus on mobility and technology and creating global footprint. Building and promoting new brand identity will be central to all its initiatives, utilizing every opportunity and leveraging its strong presence across sports, entertainment and ground- level activation.

2010-11 Performance
Total unit sales of 54, 02,444 two-wheelers, (growth of 17.44 per cent) Total net operating income of Rs. 19,401.15 Crores, growth of 22.32 per cent Net profit after tax at Rs. 1,927.90 Crores Total dividend of 5250% or Rs. 105 per share including Interin Dividend of Rs. 70 per share on face value of each Share of Rs. 2 each EBIDTA margin for the year 13.49 per cent EPS of Rs. 96.54

16 | P a g e

SWOT ANALYSIS OF HERO: Strength:

Ability to understand customers need and wants. Recognized and established brand name. Effective advertising capability.

Weakness: R&D is not close to the Hero Honda manufacturing plant. Hero is vulnerable in the joint venture because Honda Motor Company has so much
power.

Opportunities: Expansion of target market (include women). Become Indias leader in the scooter market. Threats: Scooters India can take away market share and cause joint venture to go sour. Bajaj Motors is a strong competitor.

17 | P a g e

2.3 BOARD OF DIRECTORS

No. 1. 2. 3. 4. 5. 6.

Name of the Directors

Designation

Mr. Brijmohan Lall Munjal Mr. Pawan Munjal Mr. Sunil Kant Munjal Mr. Suman Kant Munjal Mr. Paul Edgerley Mr. Pradeep Dinodia Gen. (Retd.) V. P. Malik Mr. Analjit Singh Dr. Pritam Singh

Chairman Managing Director & CEO Jt. Managing Director Non-Executive Director Non-Executive Director Non-Executive and Independent Director Non-Executive and Independent Director Non-Executive and Independent Director Non-Executive and Independent Director Non-Executive and Independent Director Non-Executive and Independent Director Non-Executive and Independent Director

7.

8.

9.

10. Mr. M. Damodaran

11. Mr. Ravi Nath

12. Dr. Anand C. Burman

18 | P a g e

PRODUCT OF HERO HONDA MOTOR CYCLE

Category Product Name Slogan Engine Capacity CD Dawn PUBLIC KA APNA TRANSPORT CD Deluxe Entry Pleasure Naye Indian ki Nayi Deluxe Bike Why should boys have all the fun? MAESTRO Splendor + SPLENDER NXG Passion PRO Deluxe Super splendor GLAMOUR Splendor PRO GLAMOUR PGM Fi Achiever CBZ XTREME Hunk Premium KARIZMA KARIZMA ZMR IMPULSE The All New DESIGNED TO EXCEL Yaari ki gaadi ab sirf style hi style bolega All New SIMPLY SUPER 124.7 cc SIMPLY MAGNETIC Trusted by millions RIDE THE FUTURE Solid like you LIVE OFF THE EDGE EVERYBODY FOLLOWS THE ALWAYS GAME ABOVE ALL PLAY THE ROAD 223 cc 223 cc 149.2 cc 124.7 cc 97.2 cc 124.8 cc 149.2 cc 149.2 cc 149.2 cc 109 cc 97.2 cc 97.2 cc 97.2 cc 97.2 cc 97.2 cc 97.2 cc

19 | P a g e

PRODUCT PROFILE PRICE LIST(02.05.2012)

MODEL NAME
EX. SHOW RTO/INS ACC. G.LIFE EXWTY R. OF TTL

PLEASURE MAESTRO CD-DOWN DC-DELUX SPK CD-DELUX-CW CD-DELUX S.W. SELF CD-DELUX C.W. SELF SPLENDOR 10 SPOKE SPLENDOR 10 CAST SPLENDOR PRO KIK SPK SPLENDOR PRO KIK CAST SPLENDOR PRO SELF SPK SPLENDOR PRO SELF CAST SPL NXG KIK SPOKE SPL NXG KIK CAST SPL NXG S.W SELF SPL NXG C.W. SELF PASSION PRO(S.W.) KIK PASSION PRO(C.W.) KIK PASSION PRO(S.W.) SELF PASSION PRO(C.W.) SELF PASSION PRO(DSC) SELF GLAMOUR C.W. SELF(NEW) GLAMOUR C.W. SELF DISK GLAMOUR DISCW-KIK-FI GLAMOUR DISCW-SLF-FI SUPER SPLENDOR CW NEW CBZ XTREEM (REAR DISK) 20 | P a g e

42663 47511 37137 39593 41384 41998 42920 43937 44961 44858 45882 46905 47929 42914 44449 45677 46701 46598 48135 48645 49669 51716 53430 55477 58624 62769 51613 70341

4250 4600 4000 4150 4200 4250 4300 4400 4450 4450 4500 4550 4600 4300 4400 4500 4550 4600 4700 4750 4800 5000 5250 5400 5550 5650 4900 6500

2400 2400 900 900 900 900 900 900 900 900 900 900 900 900 900 900 900 900 900 900 900 900 900 900 900 900 900 350

250 250 250 250 250 250 250 250 250 250 250 250 250 250 250 250 250 250 250 250 250 250 250 250 250 250 250 250

550

50110 54760

550 550 550 550 550 550 550 550 550 550 550 550 550 550 550 550 550 550 550 550 570 570 570 570 570 570

42840 45440 47290 47950 48920 50040 51110 51010 52080 53160 54230 48910 50550 51880 52950 52900 54540 55100 56170 58420 60400 62600 65890 70140 58240 78010

CBZ XTREEM(REAR DRUM) HUNK SELF (NEW) (fr /disk) HUNK SELF(NEW)(fr & redisc) IMPULSE KARIZMA-R KARIZMA-10

67270 66095 69166 70803 80107 100781

6000 5900 6150 6300 6850 7900

350 350 350 350 350 350

250 250 250 250 250 250

570 570 570 570 610 610

74440 73160 76490 78270 88170 109890

NOTE:- Price can be change time to time.

2.6 COLOURS OF BIKE No. 1 2 3 4 5 MODELS

CD Dawn

COLOURS COMBINATION
Black With Gold Stripes, Black With Purple Stripes, Boon Silver Metallic, Candy Blazing Red, Classy Maroon Metallic

CD Deluxe

Boon Silver Metallic, Candy Blazing Red, Classy Maroon Metallic, Black With Red Stripes, Black With Purple Stripes

Pleasure

Dream Orange, Candy Blazing, Aqua Green, Sports Red, Evony Grey, Light Purple

MAESTRO

Electric Blue, Harvest Green, Blazing Red, Pearl White, Panther Black, Force Silver

Splendor +

Excellent Blue, Hi Granite Blue, Black With Purple Stripe 1, Purple Stripe 2, Purple Stripe 3, Black With Silver Stripe, Cloud Silver, Candy Red

6 7 8 9

SPLENDER NXG

Vibrant Blue, Black With Red Stripes, Black With Purple Stripes, Black With Silver Stripes, Force Silver Metallic, Candy Blazing Red

Passion PRO

Sport Red, Black With Sports Red, Vibrant Blue, Black With Heavy Grey, Black With Frost Blue, Leaf Green Metallic, Force Silver

Super splendor

Cloud Silver, Candy Blazing Red, Heavy Grey, Graphite Black, Vibrant Blue, Black With Fiery Red, Black With Electric Purple

GLAMOUR

Black With Tornado Grey Metallic, Black With Frost Blue Metallic,

21 | P a g e

Candy Blazing Red, Black With Vibrant Orange, Black With Sports Red

10 11 12 13 14 15 16

Splendor PRO

Excellent Blue, Black Monotone, Black Purple, Candy Blazing Red, Heavy Grey, Hi Granite Blue, Cloud Silver, Palace Maroon

GLAMOUR PGM Fi Black With Sport Red, Candy Blazing Red, Shield Bold Metallic CBZ XTREME Sport Red, Digital Silver, Max Brown Metallic, Flaming Orange, Panther Black Metallic Hunk Panther Black, Ebony Grey, Force Silver, Bold Brown, Marine Green, Sports Red, Blazing Red KARIZMA Power Black, Ebony Grey, Daring Yellow, Spotlight White, Sport Red KARIZMA ZMR Panther Black Metallic, Vibrant Orange, Blazing Red, Spotlight White IMPULSE Grassland Green, Deep Sea Blue, Terra Rossa, Canyon Orange

22 | P a g e

2.7 GOOD LIFE PROGRAMME

The Hero MotoCorp GoodLife Program is designed to compliment your good life in every way. It brings you an easy to use privilege card packed with special rewards and benefits. And it doesnt end here. It also provides you with a free riders insurance worth 1 Lakh to ensure your peace of mind. Whats more, your Hero MotoCorp GoodLife Program membership rewards you with points on all your spends. So make the best use of your card and redeem your points for fabulous rewards! Winner of the month:- All members enrolled in a month get a chance ot participate in an exciting lucky draw and 4 lucky winners get a chance to win a Splendor+. Referral Points :- Earn additional 3000 points on referring a Hero MotoCorp two-wheeler to your friends-n-family members and 6000 points on upgrading your own two-wheeler. First Transaction Benefit :- You can earn the First Transaction Gift on your first program transaction through the card and also earn 500 points as first transaction benefit. Discount on Spares & Accessories :-Start receiving a special discount of 5% on the purchase of spares and accessories on your successful enrollment and free wash coupon (with limited validity period). Points Earned on Money Spent :-Accumulate points on the purchase of service, spares and accessories at an authorized Hero MotoCorp dealership or service centre. Each rupee spent gets translated into one point earned. Free Rider's Personal Insurance:-Get a free Personal Accidental Insurance worth Rs. 1 lakh on your successful enrolment. Go Green:-Get 50 Green Reward points for every Pollution Under Control check of your vehicle. Present the Pollution Under Control certificate to the dealer and earn your points. Service Bonus :-Get 100 points per service and 500 as continuity bonus on every 6th regular service Bonus Points On Birthday :-Earn bonus double points for every transaction done on your birthday and get special greetings too. *Terms & Conditions Apply Special Value Offers :-Exclusive invities to events and special value offers from our partners, selected especially for you. Redeem points, take home your gifts As you continue your journey with us, you can redeem your points for fabulous gifts.

23 | P a g e

2.8 DEALER PROFILE

JAI HERO was established in the year 1992 at Shakespeare Sarani (KOL.) . Three entrepreneurs as a partner have started JAI HERO SHOW ROOM. DEALERS NAME (PARTNERS) 1.MR.LAXMINARAYAN SINGH 2. MR.DEVWRATH SINGH 3.MR.RATNESH SINGH JAI HERO is authorized dealer of HERO MOTOCORP LTD. at Kolkata .

24 | P a g e

DEPARTMENT :1. Sales 2.Spares 3.Services (pre delivery inspection, good life, extended warranty)

FINANCE AVAILABLE FROM :1.INDUSIND BANK LTD 2.HDFC 3.ICICI 4.SHRI RAM CITY FINANCE 5.UNION FINANCE

PRIVATE FINANCE available from:1.APJ FINANCE 2.DHANESH FINANCE 3.BEARER FINANCE

2.9 COMPETITORS 1. BAJAJ

2. HONDA 3. TVS 4. SUZUKI 5. YAMAHA 6. ROYAL ENFIELD 7. MAHINDRA 8. KINATIC

25 | P a g e

2.10 DEALERS ORGANIZATION STRUCTURE

OWNER

Show Room

Service Station

Godown Incharge incharge Mechanic s P.D.I. Incharge Helper

Floor Line Suplier

Front Line suplier

Delivery bike Wash boy

Delivery boy Cashier

Account Manager incharge

Mechanic s Parts supplier

Bill Booking Executive

Sales Executiv e

P.D.I. Incharge

Finance Executive

R.T.o. insInsurance

Service Adviser

26 | P a g e

CHAPTER-4
RESEARCH METHDOLOGY

27 | P a g e

RESEARCH METHODOLOGY
This chapter include objective of the study, sources of data collection from where we collect the data. Research design, sampling and tool of data collection. Research can be defined as the search for knowledge, or as any systematic investigation, to establish novel facts, solve new or existing problems, prove new ideas, or develop new theories, usually using a scientific method. The primary purpose for basic research (as opposed to applied research) is discovering. Marketing research is the function which links the consumer, customer and public to the marketers through information used to identify and define marketing, opportunities and problems, generates refine marketing action; monitor marketing performance; and improve understanding of marketing as a process Research always starts with questions or a problem. Its purpose is to find answer to questions through the application of the scientific method. It is a systematic and intensive study directed towards a more complete knowledge of the subject studies.

OBJECTIVE:-

To identify the factor which influences the consumer decisions? To know market position of Hero bike. To study the customer service quality of hero motorcycle . To study the performance of the Hero bike
To know the satisfaction level of the consumer towards hero motorcycle To identify the problem faced by the customer To know the reason behind the purchasing of hero motorcycle To find out the area of improvement for the hero motorcycle

28 | P a g e

REVIEW OF LITERATURE

This chapter contains the review of literature related to the consumer buying satisfaction for hero bike. The review studies focus on meaning of consumer buying satisfaction. There are various study have already been conducted on consumer satisfaction towards Hero bike. The review study focus on consumer satisfaction and relation, consumer satisfaction through direct investment, quality, after sales services, through performance of product in the market, consumer relation through services, technology. V S.Ramswamy, S.Namakumari Observed in their book given much importance to consumers and observed that concern for the consumer is the essence of the marketing concept. They found that the customer perception service quality depends upon the size and direction of the gap between the service and the customer aspect to receive.

Jha sing; in his book Marketing Management in Indian Perspective pointed out the imbalance in the marketing practices and thought today, Fallacy is found true that in the Indian conditions or generally in the developing nations, the marketing practices are meant only for a few.

David Dunne (2010), in his study we found two inquiry-based approaches to sustainable value positive design and integrative thinking, in tojo thatchenkery, David L. Coopersider, Michel Avital (ed.) positive design and appreciative construction. From sustainable development to sustainable value (Advances in appreciative inquiry, volume3), emerald group publishing limited.

B S Hundal in his study Hero was one of the longest awaited and most talked about automobile debuts in India. It is known as peoples bike. It is an engineering marvel to come out of India in terms of cost efficiency, full efficiency and scope efficiency. This paper is an attempt to study the consumer satisfaction and also their perceptions towards bike. Factors that motivate buyers to purchase the bike have also been studied.

Williams (1990) in his research explore customer sales person interaction from communication perspective. They found that consumer of Hero bike are retained because

29 | P a g e

it provides assured quality and fast after sales services. Hero company provide different communication (verbal and non verbal) training to its sales person so that they can impacts its customers. Parmod Pathak, Saumya Singh, does some of the work What Does A consumer want from a Bike that had been already done in this regard and their work was published in Pradigm, Vol.VIII No. 1 January-June 2004.

Dubey J and Patel R and their work about "Role of Advertisement: in buying decision of bikes " was published Management Vol. 42 in Indian No.11 (November) pp. 66, 70 Laudon D.

30 | P a g e

RSEARCH DESIGN:
Research Design is the arrangement for conditioned for data collection & analysis of data in a manner that aims to combined relevance to research purpose with economy in procedure. A research design is a master plan or model for the conduct of formal investigation. It is blue print that is followed in completing study. At the outset may be noted that there are several ways of studying and tackling a problem. There is no signal perfect design. The research design can be classified in to true broad categories: (A) Exploratory (B) Descriptive (C) Casual Exploratory research is focus on the discovery of ideas. It is carried out to define problems and developed hypothesis to test later. An exploratory study is generally based on the secondary data that are reading available. It does not have to change his focus of direction, depending on the availability of new ideas and relationship among variables. Descriptive studies are undertaken in many circumstances. Descriptive studies can be complex, determining a high degree of scientific skill on the part of the researcher. Casual research helps in determined cause and effect relationship. Between two or more variables. Descriptive research has been used in this research.. This is descriptive in nature because study is focused on fact finding investigation in a well structured form and is based on primary data.

31 | P a g e

SOURCES OF DATA: PRIMARY DATA:

In this research a Questionnaire has been used for Primary data collection. Primary data has been collected directly from sample respondents through questionnaire and with the help of interview from the respondents who belong to various sectors of the society. The respondents, customers of various banks, includes business mans, service class people, dependents, lecturers and also the Hero employees.

SECONDARY DATA:
The secondary data has been collected from the following modes:
Magazines Data through internet source.

SAMPLING PLAN:
A sample design is a definite plan for obtaining a sample from a given population. It refers to the technique or the procedure that researcher would adopt in selecting items from sample. Sampling plan may as well lay down the member of items to be inched in the sample i.e. the size of sample. Sampling plan is determined before data are collected. Sample Size: 50 respondents Sample Area Rajpura (Punjab) Sampling Technique: Convenience Sampling

32 | P a g e

Tools of Data Collection and Analysis:

The data has been collected through a questionnaire and analyzed with the Graphical Techniques of SPSS.

LIMITATIONS OF STUDY:
Limited area. Limited time period due to regular classes. Sampling technique was convenience. Some respondent were not willing to give the answer. Sample size is 50 which is very small. Respondent view may be biased.

33 | P a g e

CHAPTER 5 ANALYSIS & INTERPRETATIONS

34 | P a g e

1. Are you aware about advertisement of hero Honda bike?

are.you.aware.about.advertisement.of.hero.mator.bike Cumulative Frequency Valid yes no 11 Total Missing Total System 39 10 1 50 8 58 Percent 67.2 17.2 1.7 86.2 13.8 100.0 Valid Percent 78.0 20.0 2.0 100.0 Percent 78.0 98.0 100.0

INTERPRETATIONS: From the above graph, it is inferred that 78%. Of people are aware. about advertisement .of. hero .mator. bike

35 | P a g e

2. are.you.have.hero.motor.bike

are.you.have.hero.motor.bike Cumulative Frequency Valid yes no Total Missing Total System 35 15 50 8 58 Percent 60.3 25.9 86.2 13.8 100.0 Valid Percent 70.0 30.0 100.0 Percent 70.0 100.0

INTERPRETATIONS: From the above graph, it is inferred that 70%. Of people have hero bike.and 30 % people have other company of bike.

36 | P a g e

3. which.model.you.have

which.model.you.have

Cumulative Frequency Valid passion pro Splendor Karizama Glamour Other Total Missing System 15 5 7 19 4 50 8 58 Percent 25.9 8.6 12.1 32.8 6.9 86.2 13.8 100.0 Valid Percent 30.0 10.0 14.0 38.0 8.0 100.0 Percent 30.0 40.0 54.0 92.0 100.0

INTERPRETATIONS: From the above graph, it is inferred that 92%. Of people highly use glamour model.

37 | P a g e

4.how.did.you.come.to.know.hero.motor.bike

how.did.you.come.to.know.hero.motor.bike Cumulative Frequency Valid advertisement friends newspaper other Total Missing Total System 20 10 12 8 50 8 58 Percent 34.5 17.2 20.7 13.8 86.2 13.8 100.0 Valid Percent 40.0 20.0 24.0 16.0 100.0 Percent 40.0 60.0 84.0 100.0

INTERPRETATIONS: From the above graph, it is inferred that 84%. Of people are known about company throw newspaper.

38 | P a g e

5.have.you.visited.hero.motor.bike.showroom

have.you.visited.hero.motor.bike.showroom Cumulative Frequency Valid yes no Total Missing Total System 45 5 50 8 58 Percent 77.6 8.6 86.2 13.8 100.0 Valid Percent 90.0 10.0 100.0 Percent 90.0 100.0

INTERPRETATIONS: From the above graph, it is inferred that 90%. Of people are visit in hero bike showroom.

39 | P a g e

6.what.was.the.source.of.information.selecting.bike
what.was.the.source.of.information.selecting.bike Cumulative Frequency Valid showroom customer care internet sale person Total Missing Total System 25 8 11 6 50 8 58 Percent 43.1 13.8 19.0 10.3 86.2 13.8 100.0 Valid Percent 50.0 16.0 22.0 12.0 100.0 Percent 50.0 66.0 88.0 100.0

INTERPRETATIONS: From the above graph, it is inferred that 88%. Of people was the source of information selecting bike throw showroom .

40 | P a g e

7.which.factor.encoverage.you.to.buy.hero.motor.bike

which.factor.encoverage.you.to.buy.hero.motor.bike Cumulative Frequency Valid look average comfort price Total Missing Total System 15 20 8 7 50 8 58 Percent 25.9 34.5 13.8 12.1 86.2 13.8 100.0 Valid Percent 30.0 40.0 16.0 14.0 100.0 Percent 30.0 70.0 86.0 100.0

INTERPRETATIONS: From the above graph, it is inferred that 80%. Of people are buy hero bike as average factor.

41 | P a g e

8.what.is.your.opinion.about.sale.activities.of.hero.motor.bike

what.is.your.opinion.about.sale.activities.of.hero.motor.bike Cumulative Frequency Valid very impressive impressive not impressive Total Missing Total System 20 25 5 50 8 58 Percent 34.5 43.1 8.6 86.2 13.8 100.0 Valid Percent 40.0 50.0 10.0 100.0 Percent 40.0 90.0 100.0

INTERPRETATIONS: From the above graph, it is inferred that 90%. Of people opinion are impressive about sale activities of hero motor bike.

42 | P a g e

9, how.much.do.you.satisfied.with.the.services.of.hero.motor.bike

how.much.do.you.satisfied.with.the.services.of.hero.motor.bike Cumulative Frequency Valid strong agree agree natural disagree strong disagree Total Missing Total System 25 12 6 4 3 50 8 58 Percent 43.1 20.7 10.3 6.9 5.2 86.2 13.8 100.0 Valid Percent 50.0 24.0 12.0 8.0 6.0 100.0 Percent 50.0 74.0 86.0 94.0 100.0

INTERPRETATIONS: From the above graph, it is inferred that highly %. Of people are very satisfy about company .

43 | P a g e

10.are.u.satisfied.with.the.performance.of.hero.motor.bike
are.u.satisfied.with.the.performance.of.hero.motor.bike Cumulative Frequency Valid yes no Total Missing Total System 45 5 50 8 58 Percent 77.6 8.6 86.2 13.8 100.0 Valid Percent 90.0 10.0 100.0 Percent 90.0 100.0

INTERPRETATIONS: From the above graph, it is inferred that 90%. Of people are satisfy about company performance. .

44 | P a g e

11. which.type.of.offer.attract.u.most.to.buy.hero.motor.bike
which.type.of.offer.attract.u.most.to.buy.hero.motor.bike Cumulative Frequency Valid festival offer exchange special gift cash discount Total Missing Total System 25 10 10 5 50 8 58 Percent 43.1 17.2 17.2 8.6 86.2 13.8 100.0 Valid Percent 50.0 20.0 20.0 10.0 100.0 Percent 50.0 70.0 90.0 100.0

INTERPRETATIONS: From the above graph, it is inferred that 75%. Of people are attract of festival offer most to buy hero motor bike.

45 | P a g e

12. are.u.satisfied.with.the.post.purchase.servise.of.hero.motor.bike

r.u.satisfied.with.the.post.purchase.servise.of.hero.motor.bike Cumulative Frequency Valid yes no Total Missing Total System 45 5 50 8 58 Percent 77.6 8.6 86.2 13.8 100.0 Valid Percent 90.0 10.0 100.0 Percent 90.0 100.0

INTERPRETATIONS: From the above graph, it is inferred that 90%. Of people are satisfied with post purchase service of hero motor bike.

46 | P a g e

13. are.you.satisfied.with.availability.of.spare.parts
are.you.satisfied.with.availability.of.spare.parts Cumulative Frequency Valid yes no Total Missing Total System 42 8 50 8 58 Percent 72.4 13.8 86.2 13.8 100.0 Valid Percent 84.0 16.0 100.0 Percent 84.0 100.0

INTERPRETATIONS: From the above graph, it is inferred that 84%. Of people are satisfied with availability of spare part.

47 | P a g e

14. would.u.recomendent.other.for.buying.hero.motor.bike.

would.u.recomendent.other.for.buying.hero.motor.bike Cumulative Frequency Valid yes no Total Missing Total System 35 15 50 8 58 Percent 60.3 25.9 86.2 13.8 100.0 Valid Percent 70.0 30.0 100.0 Percent 70.0 100.0

INTERPRETATIONS: From the above graph, it is inferred that 75%. Of people recomendent other for buying hero motor bike.

48 | P a g e

CHAPTER-6
FINDING & SUGGESTION

49 | P a g e

FINDING OF STUDY
1 .Majorities of people is aware about its brand. 2.Brand name play vital role in the customer perception. 3.Most of the respondents choose Hero bikes, because its prices & average. 4.Most of the respondents are satisfied with the performance of the Hero vehicles. 5.Most of the respondents are the employees who are the user Hero bike. 6.98% respondents are aware about the advertisement of hero bike. 7.Most of the people are using hero bike for the office and travelling use. 8.62% of the respondents are preferring 150cc bike for travelling. 9.94% of the respondents will recommend the Hero bikes to others. 10.86 % respondents are visited the Hero showrooms. 11.54% respondents are very impressive by the sales promotion activities of the hero . 12.Mostly respondents are highly satisfied with the services of hero bike. 13.Festival offer is most attract the consumers.

50 | P a g e

SUGGESTION OF THE STUDY:

After analyzing the respondent view I found that no doubt the company has a very good image in market. They have positioned the product in mind of the customers. People buy their vehicle due to comfort, price, look and performance. I have some suggestion for the company: Hero should introduce a low price bike. The company should focus on the advertisement. Hero Company should focus on the new strategy to reduce the competition. As people expect more mileage per kilometer, company should increase the mileage of the hero bike. Problems should be sorted out quickly so that the customer may not feel inconvenient. They should show the feature in the ads rather than using celebrities. After sale of the product the company should take feedback i.e. their vehicle is performing well or not. It will help in maintaining good customer relation. Sales executives should be trained and they should have the knowledge about the specification and parts of the vehicle. Improvement in their vehicle considering the C.C and maintenance cost occur after sales. More concentrate on consumer by creating more dealers in city. Own financial company and provide attractive finance like low down-payment, low rate of interest to attract customers. Most of the respondents wanted technological changes to be made in the bike, but are not specific. Most of the respondents wanted more service warranty.

51 | P a g e

CONCLUSION OF THE STUDY:

After completing the project report on consumer buying behavior for Hero bike we can conclude that majority of the respondent seen brand image, family capacity, features, prices and average, quality, and after sales services provided by the company side to the consumers. The consumers are highly satisfied with Hero bike and they prefer to purchase hero bike rather than other brand of bikes.

52 | P a g e

CHAPTER-7
BIBLIOGRAPHY

53 | P a g e

Philip Kotler Marketing Management 11th edition, Pearson education (Singapore),Pte. Ltd. 2003.P, 40-42. Lee, Louise Indian Chain Bucks Tradition, Asian wall street journal V2, No.2 Jan11/17, 1999, P1. Warmick lit Marketing Mega Fun Marketing Magazine, V.106, No.23, June 11, 2001, P 14-15. William J.Stanton, Michael J.Etazel, Bruce J.Walker Fundamentals of Marketing, 10th edition, McGraw Hill, Inc. New Delhi 1994, P.23. V. S. Ramaswamy; S.Namakumari MarketingManagement (Planning,Implementations & Control) The Indian context, 2nd edition,Mammalian India Ltd. NewDelhi, 2001, P.12.

Jha-sing Marketing management in Indian perspective, Himalaya Publishing House, New Delhi,1998. P.17- 22. Joseph, Gultiltinan, Gordon W.Paul Marketing Management,Strategies and programs McGraw Hill International edition, 1983. P.16.

Websites:
http://www.slideshare.net/chickyjhansi/hero--rn-47 http://money.sulekha.com/hero--motors_board-of-directors http://www.thehindu.com/business/companies/article1591215.ece http://www.oppapers.com/essays/5-Forces-For-Hero-/848962 http://info.shine.com/company/Hero--Motors-Limited/800.aspx http://www.scribd.com/doc/50592864/26/HERO--COMPANY-PROFILE http://www.oppapers.com/subjects/literature-review-of-hero--bike-page1.html

54 | P a g e

CHAPTER-8
QUESTIONNAIRE

55 | P a g e

Basic Information
Name: Gender: Address: Age:

1. Are you aware about advertisement of hero moter bike? a) Yes 2.are you have hero moter bike? a) Yes 3. which model you have? a) Passion pro c) Glamour e) Other 4. How did you come to know about hero moter bike? a) Advertisement b) Newspaper b) Friends d) Other b) Karizama d) Spelander b) No b) No

5. Have you visited hero moter bike showroom? a) Yes b) No

6. What was the source of information for selecting a bike? a) Showroom c) Internet b) Customer care d) Salesperson

7. Which factor encourages you to buy hero moter bike? a) Look c) Comfort b) Average d) Price

8. What is your opinion about sales activities of hero moter bike? a) Very impressive c) Not Impressive b) Impressive

9. How much do you satisfied with the services of hero moter bike? a) Strong agree d) Disagree b) Agree e) Strong disagree c) Neutral

10. Are you satisfied with the performance of hero moter bike? a) Yes b) No

56 | P a g e

11. Which types of offer attract you most to buy hero moter bike? a) Festival offer c) Special gift b) Exchange d) Cash discount

12. Are you satisfied with the post purchase services of hero moter bikes? a) Yes b) No

13. Are you satisfied with availability of spare parts? a) Yes b) No

14. Would you recommend other for buying hero moter bike? a) Yes B) no

57 | P a g e

CHAPTER-9
Annexure

58 | P a g e

59 | P a g e