customer satisfaction at phonex motors (heromoto corp)

7/28/2019 Customer Satisfaction at Phonex Motors (Heromoto Corp)

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INTRODUCTION

Customer satisfaction, a business term, is a measure of how products and services

supplied by a company meet or surpass customer expectation. It is seen as a key

performance indicator within business and is part of the four of a Balanced Scorecard.

In a competitive marketplace where businesses compete for customers,

customer satisfaction is seen as a key differentiator and increasingly has become a key

element of business strategy.

It's a well known fact that no business can exist without customers. In the business of

Website design, it's important to work closely with your customers to make sure the

site or system you create for them is as close to their requirements as you can manage.

Because it's critical that you form a close working relationship with your client,

customer service is of vital importance.

Customer satisfaction is the most common form of market research in business-to-

business markets and is often connected to quality and production measurement,

rather than as straight marketing based research.

Before setting up a customer satisfaction programme, it is necessary to ensure

that the organisation has the will to actually make changes for improvement,

otherwise you will simply be annoying customers by taking their time to collect

information, then not doing anything with it.

MEASURING CUSTOMER SATISFACTION

When customers rate their satisfaction with an element of the company'sperformance, say delivery, we need to recognize that customers will vary in how they

define good delivery: it could mean early delivery, on-time delivery, order

completeness, and so on, yet if the company had to spell out every element in detail,

customers would face a huge questionnaire. We must also recognize that two

customers can report being "highly satisfied" for different reasons. One way be easily

satisfied most of the time and the other might be hard to please but was pleased on

this occasion.


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Companies should also note that manager and salespersons can manipulate

their ratings on customer satisfaction. They can be especially nice to customers just

before the survey. They can be especially nice to exclude unhappy customers from

being included in the survey.

4One danger is that customer know that the company will go out of its way

to please customers, some customers may want to express high dissatisfaction (even if

satisfied) in order to receive more concessions.

Ways to satisfy customers

1. Encourage face-to-face dealings2. Respond to messages promptly & keep your customers informed3. Be friendly and approachable4. Have a clearly-defined customer service policy5. Attention to detail6. Anticipate your customers needs & go out of your way to help them out7. Honors your promisesConsumer satisfaction can be measured using survey techniques and

questionnaires. Questions typically include an element of emotional satisfaction

coupled with an element of behavioral satisfaction, or loyalty to a particular product

or service.

Customer satisfaction, a term frequently used in marketing, is a measure of

how products and services supplied by a company meet or surpass customer

expectation. Customer satisfaction is defined as "the number of customers, or

percentage of total customers, whose reported experience with a firm, its products, or

its services (ratings) exceeds specified satisfaction goals." In a survey of nearly 200

senior marketing managers, 71 percent responded that they found a customer

satisfaction metric very useful in managing and monitoring their businesses.


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It is seen as a key performance indicator within business and is often part of a

Balanced Scorecard. In a competitive marketplace where businesses compete for

customers, customer satisfaction is seen as a key differentiator and increasingly has

become a key element of business strategy.

Within organizations, customer satisfaction ratings can have powerful effects.

They focus employees on the importance of fulfilling customers expectations.

Furthermore, when these ratings dip, they warn of problems that can affect

sales and profitability. These metrics quantify an important dynamic. When a brand

has loyal customers, it gains positive word-of-mouth marketing, which is both free

and highly effective."

Therefore, it is essential for businesses to effectively manage customer

satisfaction. To be able do this, firms need reliable and representative measures of

satisfaction.

"In researching satisfaction, firms generally ask customers whether their

product or service has met or exceeded expectations. Thus, expectations are a key

factor behind satisfaction. When customers have high expectations and the reality

falls short, they will be disappointed and will likely rate their experience as less than

satisfying. For this reason, a luxury resort, for example, might receive a lower

satisfaction rating than a budget motel-even though its facilities and service would be

deemed superior in 'absolute' terms."

The importance of customer satisfaction diminishes when a firm has increased

bargaining power. For example, cell phone plan providers, such as AT&T and

Verizon, participate in an industry that is an oligopoly, where only a few suppliers of

a certain product or service exist. As such, many cell phone plan contracts have a lot

of fine print with provisions that they would never get away if there were, say, a

hundred cell phone plan providers, because customer satisfaction would be way too

low, and customers would easily have the option of leaving for a better contract offer.

There is a substantial body of empirical literature that establishes the benefits

of customer satisfaction for firms.


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NEED OF THE STUDY

The Indian automobile industry is witnessing changes like never before. The Indian

consumer is changing with new players entering the market and increasing

availability of service, the consumer is demanding more.

Hero MotoCorp Ltd Motors is the only company that maintenance good

relationship with their customers and providing good service, well as presenting the

market with a range of bikes by bikes by introducing different models, and to provide

better after sales service to their customers.

Hero MotoCorp Ltd has increased its service stations all over the country, and

thats why Hero MotoCorp Ltd is ranked as No.1 in customer satisfaction. And to

maintain relationship with there customers Hero MotoCorp Ltd is providing 24 hours

service to there customers after introducing may services, how fat the consumer is

satisfying with it, and to know after sales service of Hero MotoCorp Ltd owners

opinion on the service and the performance of the dealer.

OBJECTIVES OF STUDY

1. To know the factors influencing on after sales service of the Hero MotoCorpLtd. (Phoenix Motors Pvt. Ltd)

2. To know whether the dealer renders after sales service, how far the consumeris satisfied with it.

3. To know the customer perception towards the services of Phoenix motors Pv.Ltd.

4. To know the satisfaction level of customers with the products of HeroMotocorp Ltd.

5. To know whether the problem is resolving completely at service station.6. To know the customer satisfaction on vehicle delivering and servicing of

Bikes.


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SCOPE OF THE STUDY

The scope is very limited because attitude of the people change according to the time.

It is restricted to both Hyderabad and Ranga Reddy Dist and that to among 100

respondents. It is conducted for 45 days and restricted to certain area.

RESEARCH METHODOLOGY

Research is the plan structure & strategy for investigation conceived to answer to

research question & control variance. It is the overall operation pattern to framework

of project that stipulated the information to be collected from which sources by word

procedure. What are the two possible sources of data for securing in the above

mentioned information in the primary & secondary data.

SOURCES OF DATA:

Information required for the project is mainly primary data. The information

was collected by sample survey method. With the help of questionnaire by meting

various bike owners ofHero MotoCorp Ltd. (Phoenix Motors Pvt. Ltd)..

Secondary data is collected form the company journals, magazines, broachers& websites.

Sample design:

The sampling unit was confined to consumers of the product i.e. Hero

MotoCorp Ltd. to know there satisfaction level regarding performance of bike and

service.

Sample universe:

The survey was done in Hyderabad and R.R.D.ist only according to my

convenience. It is not giving the complete picture of Andhra Pradesh (or) India.

Sample frame/unit:

Sample frame for professionals, business people, employees etc, who are

using Hero MotoCorp Ltd.


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Sample size:

The total sample size is 100 only.

Sample technique:

The information is planned to be collected by sample method, the sample method

followed is random sampling method. The sampling method is simple random

sampling.

Analytical Method: simple percentage method is used for the analysis purpose.

Data collection:

The information is collected through questionnaires and personal interviews. And the

information of customers is known by companys service sheet and the free service

sheet.

A Direct structure questionnaire has been asked to all the respondents in the

sample followed by direct personal interviews. Duration of study is 45 days.

Descriptive Studies:

In descriptive studies, when the researcher is interested in knowing the characteristics

of certain groups such as age. Sex, educational level occupation of income, a

descriptive study is necessary. Descriptive studies are well structured. It is therefore,

necessary that the researcher gives sufficient thought to framing research questions

and deciding the types of data to he collected and the procedure to be used for this

purpose. The objective of such a study is to answer the who, what and how of the

subject under investigation.


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LIMITATION OF THE STUDY

1. The present research is restricted to the twin cities of Hyderabad city only.

2.

The sample size taken is only 100 and as such is very small as compared tothe universe, this is due to the constraints of time and effort, and as such

may not be enough to generalize to the entire population, however it is

presumed that the sample represents the universe.

3. Respondents might have responded with the actual feelings of facts whilegiving responses to the questionnaire.

4.

Time being a limiting factor was not sufficient to gather opinions frommajority of the respondents, who form part of the universal sample.

5. While every care as been taken to eliminate perceptual bias from the sideof the researcher and the respondents however certain element of bias

might have set in to the research inadverantly.


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INDUSTRIAL PROFILE

HISTORY OF THE TWO WHEELERS:

The Britannica Encyclopedia a motorcycle as a bike or tricycle propelled by aninternalcombustion engine (or, less often by an electric engine). The automobile was

the reply to the 19thcentury reams of self-propelling the horse-drawn carriage.

Similarly, the invention of the motorcycle created the selfpropelling bicycle. The

first commercial design was three-wheeler built by Edward Butler in Great Britain in

1884. This employed a horizontal single-cylinder gasoline engine mounted between

two steer able front wheels and connected by a drive chain to the rear wheel. The

1900s saw the conversion of many bicycles or pedal cycles by adding small, centrally

mounted spark ignition engine engines. There was then felt the need for reliable

constructions. This led to road trial tests and competition between manufacturers.

Tourist Trophy (TT) races were held on the Isle of main in 1907 as reliability or

endurance races. Such were the proving ground for many new ideas from early two-

stroke-cycle designs to supercharged multivalent engines mounted on aerodynamic,

carbon fiber reinforced bodywork.

INVENTION OF TWO WHEELERS:

The invention of two wheelers is a much-debated issue. Who invented the

first motorcycle? May seem like a simple question, safety, bicycle, i.e., bicycle

with front and rear wheels of the same size, with a pedal crank mechanism to drive

the rear wheel. Those bicycles in turn described from high-wheel bicycles. The high

wheelers descended from an early type of pushbike, without pedals, propelled by the

riders feet pushing against the ground. These appeared around 1800, used iron

banded wagon wheels, and were called bone-crushers, both for their jarring ride,

and their tendency to toss their riders. Gottiieb Daimler (who credited with the

building the first motorcycle in 1885, one wheel in the front and one in the back,

although it had a smaller spring-loaded outrigger wheel on each side. It was

constructed mostly of wood, the wheels were of the iron-banded wooden-spooked

wagon-type and it definitely had a bone-crusher chassis!


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FURTHER DEVELOPMENTS:

Most of the developments during the early phase concentrated on three and four-

wheeled design since it was complex enough to get the machines running with out

having to worry about them falling over. The next notable two-wheeler though was

the Hildebrand & Wolf Mueller, patented in Munich in 1894. In 1895, the French firm

of DeDion-button built and engine that was to make the mass production and common

use of motorcycle possible. The first motorcycle with electric start and a fully modem

electrical system; the Hence special from the Indian Motorcycle Company astounded

the industry in 1931. Before World War 1, IMC was the largest motorcycle

manufacturer in the world producing over 20000 bikes per year.

INCREASING POPULARITY:

The popularity of the vehicle grew especially after 1910, in 1916; the Indian

motorcycle company introduced the model H racer, and placed it on sale. During

World War 1, all branches of the armed forces in Europe used motorcycles principally

for dispatching. After the war, it enjoyed a sport vogue until the Great Depression

began in motorcycles lasted into the late 20th century; weight the vehicle being used

for high-speed touring and sport competitions. The more sophisticated of a 125cc

model. Since then, an increasing number of powerful bikes have blazed the roads.

HISTORICAL INDUSTRY DEVELOPMENTS:

Indian is the second largest manufacturer and producer to two wheelers in the World.

It stands next only to Japan and China in terms of the number of V produced and

domestic sales respectively. This destination was achieved due to variety of reason

like restrictive policy followed by the government of India towards the passenger car

industry, rising demand for personal transport, inefficiency in the public

transportation system etc. The Indian two-wheelers industry made a small beginning

in the early 50s when Automobile products of India (API) started manufacturing

scooters in the country. Until 1958, API and Enfield were the sole producers.


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The two wheelers market was opened were opened to foreign competition in the

mid-80s. And the then market leaders-Escorts and Enfield were caught unaware by

the onslaught of the 100cc bikes of the four Indo- Japanese joint ventures. With the

availability of fuel-efficiency low power bikes, demand swelled, resulting in Hero

then the only producer of four stroke bikes (100cc category), gaining a top slot.

The first Japanese motorcycles were introduced in the early eighties. TVS Suzuki and

Hero brought in the first two-stroke and four-stroke engine motorcycles respectively.

These two players initially started with assembly of CKD Kits, and later on

progressed to indigenous manufacturing.

The industry had a smooth ride in the 50s, 60s and 70s when government prohibited

new entries and strictly controlled capacity expansion. The industry saw a sudden

growth in the 80s. The industry witnessed a steady of 14% leading to a peak volume

of 1.9 mn vehicles in 1990.

In 1990 the entire automobile industry saw a drastic fall in demand. This resulted in a

decline of 15% in 1991 and 8% in 1992, resulting in a production loss of 0.4mn

vehicles. Barring Hero , all the major producers suffered from recession in FY93 and

FY94. Hero showed a marginal decline in 1992.

The reason for recession in the sector were the incessant rise in fuel prices, high input

costs and reduced purchasing power due to significant like increased production in

1992, due to new entrants coupled with recession in the industry resulted in

companies either reporting losses or a fall in profits.


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CORPORATE PROFILE

Hero MotoCorp Ltd. (Formerly Hero 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.

Today, every second motorcycle sold in the country is a Hero bike. Every 30

seconds, someone in India buys Heros top-selling motorcycleSplendor.

Vision

The Hero story began with a simple visionthe vision of a mobile and an empowered

India, powered by Hero . This vision was driven by Heros commitment to customer,

quality and excellence, and while doing so, maintaining the highest standards of ethics

and societal responsibilities. Hero believes that the fastest way to turn that dream into

a reality is by remaining focused on that vision.

Strategy

Heros key strategy has been driven by innovation in every sphere of activity

building a robust product portfolio across categories, exploring new markets,

aggressively expanding the network and continuing to invest in brand building

activities.

Manufacturing

Hero bikes are manufactured across three globally benchmarked manufacturingfacilities. 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 Uttrakhand.


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Technology

In the 1980s Hero pioneered the introduction of fuel-efficient, environment friendly

four-stroke motorcycles in the country. Today, Hero continues to be technology

pioneer. 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.

Products

Hero '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 2006. Hero offers large no. of products and caters to wide variety of

requirements across all the segments.

Distribution

The company's 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 's extensive

sales and service network now spans close to 4500 customer touch points. These

comprise a mix of authorized dealerships, Service & Spare Parts outlets, and dealer-

appointed outlets across the country.

Brand

The company has been continuously investing in brand building utilizing not only the

new product launch and new campaign launch opportunities but also through

innovative marketing initiatives revolving around cricket, entertainment and ground-

level activation.

Hero has been actively promoting various sports such as hockey, cricket and golf.

Hero was the title sponsor of the Hero FIH Hockey World Cup that was played in

Delhi during Feb-March 2010. Hero also partners the Commonwealth Games Delhi

2010.

2010-11 Performance

Total unit sales of 54,02,444 two-wheelers, growth of 17.44 per cent

Total net operating income of Rs. 19401.15 Crores, growth of 22.32 per cent

Net profit after tax at Rs. 1927.90 Crores.


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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

2009-10 Performance

Total unit sales of 46,00,130 two-wheelers, growth of 23.6 per cent. Total net

operating income of Rs. 15860.51 Crores, growth of 28.1 per cent. Net profit after tax

at Rs. 2231.83 Crores, growth of 74.1 per cent. Final dividend of 1500% or Rs. 30 per

share on face value of each share of Rs. 2. EBIDTA margin for the year 17.4 per cent

EPS of Rs. 111.77, growth of 74.1 per cent.

HERO MISSION

Heros mission is to strive for synergy between technology, systems and human

resources, to produce products and services that meet the quality, performance and

price aspirations of its customers. At the same time maintain the highest standards of

ethics and social responsibilities.

This mission is what drives Hero to new heights in excellence and helps the

organization forge a unique and mutually beneficial relationship with all its stake

holders.

HERO 'S MANDATE

Hero is a world leader because of its excellent manpower, proven management,

extensive dealer network, efficient supply chain and world-class products with cutting

edge technology from Motor Company, Japan. The teamwork and commitment are

manifested in the highest level of customer satisfaction, and this goes a long way

towards reinforcing its leadership status


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BOARD OF DIRECTORS

No. Name of the Directors Designation

1 Mr. Brijmohan Lall Munjal Chairman & Whole-time Director

2 Mr. Pawan Munjal Managing Director & C.E.O.

3 Mr. Sumihisa Fukuda Technical Director

4 Mr. Sunil Kant Munjal Non-Executive Director

5 Mr. Suman Kant Munjal Non-Executive Director

6

Mr. Pradeep Dinodia

Non-executive & Independent

Director

7 Gen. (Retd.) V. P. MalikNon-executive & IndependentDirector

8 Mr. Analjit SinghNon-executive & IndependentDirector

9 Dr. Pritam SinghNon-executive & IndependentDirector

10 Mr. M. DamodaranNon-executive & IndependentDirector

11 Mr. Ravi NathNon-executive & Independent

Director12 Dr. Anand C. Burman

Non-executive & IndependentDirector


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BRIEF PROFILE OF DIRECTORS

MR. BRIJMOHAN LALL MUNJAL

Mr. Brijmohan Lall Munjal is the founder Director and Chairman of the Companyand the $ 3.2 billion Hero Group. He is the Past President of Confederation of Indian

Industry (CII), Society of Indian Automobile Manufacturers (SIAM) and was a

Member of the Board of the Country's Central Bank (Reserve Bank of India). In

recognition of his contribution to industry, Mr. Munjal was conferred the Padma

Bhushan Award by the Union Government.

Mr. Brijmohan Lall Munjal is currently on the board of the following companies:

No. Name of Company Nature of Office

1 Hero Motors Limited Chairman and Whole-time Director

2 Hero Finlease Limited Chairman and Director

3 Munjal Showa Limited Chairman and Director

4 Easy Bill Limited Director

5 Rockman Industries Limited Director

6 Shivam Autotech Limited Director

KEY MILESTONES OF HERO

Year Event

1983 Joint Collaboration Agreement with Motor Co. Ltd. Japan signedShareholders Agreement signed

1984 Hero Motors Ltd. Incorporated

1985 First motorcycle "CD 100" rolled out

1987 100,000th motorcycle produced

1989 New motorcycle model - "Sleek" introduced

1991

New motorcycle model - "CD 100 SS" introduced

500,000th motorcycle produced


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1992Raman Munjal Vidya Mandir inaugurated - A School in the memory offounder Managing Director, Mr. Raman Kant Munjal

1994New motorcycle model - "Splendor" introduced1,000,000th motorcycle produced

1997

New motorcycle model - "Street" introduced

Hero 's 2nd manufacturing plant at Gurgaon inaugurated

1998 2,000,000th motorcycle produced

1999New motorcycle model - "CBZ" introducedEnvironment Management System of Dharuhera Plant certified with ISO-

2000

4,000,000th motorcycle producedEnvironment Management System of Gurgaon Plant certified ISO-14001 by

2001New motorcycle model - "Passion" introducedOne million production in one single year

2002New motorcycle model - "Dawn" introduced

New motorcycle model - "Ambition" introduced

2003Becomes the first Indian Company to cross the cumulative 7 million salesmark

2004New motorcycle model - "Ambition 135" introducedHero became the World No. 1 Company for the third consecutive year.

2005Hero is the World No. 1 for the 4th year in a row

New motorcycle model - "Super Splendor" introduced

2006Hero is the World No. 1 for the 5th year in a row15 million production milestone achieved

2007Hero is the World No. 1 for the 6th year in a row

New 'Splendor NXG' launched

2008Hero Haridwar Plant inauguration

New 'Pleasure' launched

2009 Hunk' (Limited Edition) launchedSplendor completed 11 million production landmark

PROMINENT AWARDS TO THE COMPANY

Year Awards & Recognitions

2011 Two-wheeler Manufacturer of the Year award by Bike India magazine.

Adjudged the "Bike Manufacturer of the Year" at the Economic Times

ZigWheels Car and Bike Awards.

- CNBC Awaaz - Storyboard special commendation for "Effective

rebranding of a new corporate entity" by CNBC Awaaz Consumer Awards

- "Most Recommended Two-Wheeler Brand of the Year" award by


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2010

CNBC Awaaz Consumer Awards

- Colloquy Loyalty Awards "Innovation in Loyalty Marketing

International 2011" for Hero GoodLife

"Best Activity Generating Short or Long-Term Brand Loyalty" by the

Promotion Marketing Award of Asia Order of Merit for Hero Good Life

- Ranked No 1 brand in the Auto (Two-Wheelers) category in the Brand

Equity "Most Trusted Brand" 2011 survey

Company of the Year awarded by Economic Times Awards for Corporate

Excellence 2008-09.

CNBC TV18 Overdrive Awards 2010 'Hall of Fame' to Splendor

NDTV Profit Car & Bike Awards 2010

Two-wheeler Manufacturer of the Year

CnB Viewers' Choice Two-wheeler of the Year (Karizma ZMR)Bike Maker of the Year by ET-ZigWheels Car & Bike of the Year

Awards 2009

2009 'Two-wheeler Manufacturer of the Year' by NDTV Profit Car & Bike

Awards 2009 and Passion Pro adjudged as CNB Viewers' Choice two-

wheeler

Top Indian Company under the 'Automobile - Two-wheelers' sector by the

Dun & Bradstreet-Rolta Corporate Awards

Won Gold in the Reader's Digest Trusted Brand 2009 in the 'Motorcycles'

category

NDTV Profit Business Leadership Awards 2009 - two-wheeler category


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2008 NDTV Profit Business Leadership Award 2008 - Hero Wins the Coveted

"NDTV Profit Business Leadership Award 2008"

TopGear Design Awards 2008 - Hunk Bike of the Year Award

NDTV Profit Car India & Bike India Awards -NDTV Viewers Choice

Award to Hunk in Bike category

IndiaTimes Mindscape and Savile Row ( A Forbes Group Venture )

Loyalty Awards - Customer and Brand Loyalty Award in Automobile

(two-wheeler) sector

Asian Retail Congress Award for Retail Excellence (Strategies and

Solutions of

business innovation and transformation) - Best Customer Loyalty Program in

Automobile category

NDTV Profit Car India & Bike India Awards - Bike Manufacturer of the

year

Overdrive Magazine - Bike Manufacturer of the year

TNS Voice of the Customer Awards:

No.1 executive motorcycle Splendor NXG No.1 standard motorcycle CD Deluxe No. premium motorcycle CBZ Xtreme

2007 The NDTV Profit Car India & Bike India Awards 2007 in the following


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category:

Overall "Bike of the Year" - CBZ X-treme "Bike of the Year" - CBZ X-treme (up to 150 cc category) "Bike Technology of the Year" - Glamout PGM FI

"Auto Tech of the Year" - Glamout PGM FI by Overdrive Magazine.

"Bike of the Year" - CBZ X-treme by Overdrive Magazine.

Ranked CBZ X-treme "Bike of the Year" - by B S Motoring Magazine

Most Trusted Company , by TNS Voice of the Customer Awards 2006.

CD Deluxe rated as "No 1 standard motorcycle" by TNS Voice of the

Customer Awards 2006.

2006 Adjudged 7th Top Indian Company by Wallstreet Journal Asia (Top Indian

Two Wheeler Company).

One of the 8 Indian companies to enter the Forbes top 200 list of worlds

most reputed companies.

No. 1 in automobile industry by TNS Corporate Social Responsibility

Award.

Best in its class awards for each category by TNS Total Customer

Satisfaction Awards 2006:

Splendor Plus (Executive) CD Deluxe (Entry) Pleasure (Gearless Scooters)


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Splendor & Passion - Top two models in two wheeler category by ET Brand

Equity Survey 2006.

Adjudged 7th Top Indian Company by Wallstreet Journal Asia (Top IndianTwo Wheeler Company).

Top Indian company in the Automobile - Two Wheeler sector by Dun &

Bradstreet - American Express Corporate Awards 2006.

Hero Splendor rated as India's most preferred two-wheeler brand at the

Awaaz

Consumer Awards 2006.

Certificate of Export Excellence for outstanding export performance during

2003-04 for two-wheeler & three- wheelers - Complete (Non SSI) by

Engineering Export Promotion Council.

The NDTV Profit Car India & Bike India Awards 2006 in the following

category:

Bike Maker of the Year Bike of the Year - Achiever Bike of the Year - Achiever (up to 150 cc category) Bike of the Year - Glamour (up to 125 cc category) NDTV Viewers' Choice Award to Glamour in the bike category

CORPORATE SOCIAL RESPONSIBILITY (CSR)

STAKEHOLDER TIES AT THE GRASSROOTS

Hero Motors takes considerable pride in its stakeholder relationships,

especially ones developed at the grassroots. The Company believes it has managed to


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bring an economically and socially backward region in Dharuhera, Haryana, into the

national economic mainstream.

An Integrated Rural Development Centre has been set up on 40 acres of land

along the Delhi-Jaipur Highway. The Centre-complete with wide approach roads,

clean water, and education facilities for both adults and children-now nurtures a

vibrant, educated and healthy community.

The Foundation has adopted various villages located within vicinity of the

Hero factory at Dharuhera for integrated rural development. This includes:

Installation of deep bore hand pumps to provide clean drinking water. Constructing metalled roads and connecting these villages to the National

Highway (NH -8).

Renovating primary school buildings and providing hygienic water and toiletfacilities.

Ensuring a proper drainage system at each of these villages to prevent water-logging.

Promoting non-conventional sources of energy by providing a 50 per centsubsidy on biogas plants.

The Raman Munjal Vidya Mandir began with three classes (up to class II)

and 55 students from nearby areas. It has now grown into a modern Senior Secondary,

CBSE affiliated co-educational school with over 1200 students and 61 teachers. The

school has a spacious playground, an ultra-modern laboratory, a well-equipped audiovisual room, an activity room, a well-stocked library and a computer centre.

The Raman Munjal Sports Complex has basketball courts, volleyball courts, and

hockey and football grounds are used by the local villagers. In the near future, sports

academies are planned for volley ball and basket ball, in collaboration with National

Sports Authority of India.

Vocational Training Centre


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In order to help local rural people, especially women, Hero has set up a

Vocational Training Centre. So far 26 batches comprising of nearly 625 women have

been trained in tailoring, embroidery and knitting. The Company has helped women

trained at this centre to set up a production unit to stitch uniforms for Hero employees.

Interestingly, most of the women are now self-employed.

Adult Literacy Mission

This Scheme was launched on 21st September, 1999, covering the nearby

villages of Malpura, Kapriwas and Sidhrawali. The project started with a modest

enrolment of 36 adults. Hero is now in the process of imparting Adult Literacy

Capsules to another 100 adults by getting village heads and other prominent villagers

to motivate illiterate adults.

Marriages of underprivileged girls

Marriages are organized from time to time, particularly for girls from

backward classes, by the Foundation by providing financial help and other support to

the families.

Rural Health Care

Besides setting up a modern hospital, the Foundation also regularly provides

doorstep health care services to the local community. Free health care and medical

camps are now a regular feature in the Hero Group's community outreach program

KEY POLICIES AN ENVIRONMENTALLY AND SOCIALLY, AWARE

COMPANY

At Hero , 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

high-quality service to all of its customers, Hero takes a stand as a socially

responsible enterprise respectful of its environment and respectful of the important

issues.

Hero has been strongly committed not only to environmental conservation

programmers but also expresses the increasingly inseparable balance between the


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economic concerns and the environmental and social issues faced by a business. A

business must not grow at the expense of mankind and man's future but rather must

serve mankind.

PROFILE OF PHOENIX MOTORS

PHOENIX MOTORS PVT LTD is dealership type of business. PHOENIX

MOTORS PVT LTD. is established on 21st

march 2003. The business is running

by only one man. The owner name is ch .madhu mathi the firm is located at

habsiguda in Hyderabad.

Generally the sale will be either on cash basis or on institutional basis. Bank

like ICICI, HDFC and CENTURION are providing loans to customers.

Advertising strategy of phoenix motors:

They are giving the ads through newspapers, wall paintings, hoardings and

field staff. They are upgrading sales by introducing the schemes, group bookings,

institutional sales and customer door-to-door activities.

Categorization of Staff members:

Staff members are categorized for technicians, 25 members are allotted for

field staff, 5 members are recruited for sales for persons, 5 persons are placed for

evaluating for spare parts, 5 members are allotted for managerial accounts and another

3 persons for cash transaction and other members are allotted for remaining work.

Customer relationship:

They entertain the showroom providing a customers huge having pool game,

internet facility and television with home there system. They provide bile

maintenance programs on every week.

According to other dealers PHOENIX motors in first in sales and best in

service. They treat customer, is the very important person at PHOENIX motors

customer satisfaction is their motto, why because, they will satisfied customer is the

best advertisement. They provide better value for the customers and as well asemployees also. At PHOENIX motors the customer is the boss.


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SALES STRATEGY OF PHOENIX MOTORS:

Average they are selling 25 vehicles per day. PHOENIX motors PVT L.T.D is

the A.P s NO.1 dealership in sales and other activities? It is a QLAD (qualify leader

through quality dealer). At PHOENIX motor they gave the quality service to the

customers why because the cost is long forgotten but the quality is remembered for

ever. They treat quality has a...

Q Quest for excellence

UUnderstanding customers needs

AAction to achieve customers appreciation.

L Leadership determined to be a leader

I involving all the people

T Team spirit to work for a common goal

Y Yard sticks to measure programs.

WARRANTY ON PROPRIETARY ITEMS:

Warranty on proprietary items like Tyros, Tubes and Battery etc, will be

directly handled by the respective original manufactures (OEMs) except AMCO for

batteries and Dunlop and Falcon tires and Tubes. In case of any defect in proprietary

items, other than the above two mentioned OEMS the dealers must approach the

Brach office dealer of the respective manufacture. For AMCO batteries and Dunlop

and falcon tires, tubes claims will be accepted at our authorized dealerships per themutually agreed terms and conditions between HERO and of these two OEMs in

case the claim is not accepted for invalid reasons. Then the claim along with the

refusal note form the OEM can be sent to the warranty section at gorgon plan after

due to recommendation of the area service engineer. If any other six services or

subsequent paid services is not availed as per the recommended schedule given in the

owners manual. If HERO recommended engine oil is not used.


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To normal wear & tear components like bulbs, electric wiring, filters, spark

plug, clutch plates, braded shoes, fasteners, shim washers, oil seals, gaskets, rubber

parts (other than tyre and tube) plastic components, chain$ sprockets and in case of

wheel rim misalignment or bend.

If there is any damage due o modification or fittings of accessories other than

ones recommended by HERO . If the motor has been used in any competitive events

like tracking races or rallies. If there is any damage to the painted surface due to

industrial pollution or other extraneous factors. For clams made for any consequential

damage due to any previous malfunction. For normal phenomenon like noise,

vibration, oil seepage, which do not affect the performance of the motor cycles.

SOCIAL SERVICE ACTIVITIES

PHOENIX motors participate and conduct social service activities. Recently

the phoenix motors organized a BLOOD DONATION CAMP for the trust on 21st

January 2006.they motivated on the consumers to participated in this camp and also

provide certificate for the customers


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THE MARKETED BIKES OF PHOENIX (All Hero Moto Corp.)


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http://www.heromotocorp.com/pleasurehttp://www.heromotocorp.com/cddeluxehttp://www.heromotocorp.com/pleasurehttp://www.heromotocorp.com/cddeluxehttp://www.heromotocorp.com/pleasurehttp://www.heromotocorp.com/cddeluxehttp://www.heromotocorp.com/pleasurehttp://www.heromotocorp.com/cddeluxehttp://www.heromotocorp.com/pleasurehttp://www.heromotocorp.com/cddeluxe


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CUSTOMER RELATIONSHIP:

To entertain the customers the showroom providing a customers huge having pool

game, Internet facility and television with home theatre system. They provide bike

maintenance programs on every week. According to other dealers PHOENIX motors

in first in sales and best in service. They treat customer, is the very important person

at PHOENIX motors customer satisfaction is their motto, why because, the well

satisfied customer is the best advertisement. They provide better value for the

customers and as well as employees also. At PHONIX motors the customer is the

boss.

SOCIAL SERVICE ACTIVITIES

PHOENIX Motors participates in social service activities. The Phoenix

motors organize a BLOOD DONATION CAMP for the trust in every year. They

motivated on the customers to participated in this camp and also provide Certificate

for the customers.


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CUSTOMER SATISFACTION

Definition of Customer Satisfaction

Kotler (1997) defines customer satisfaction as a person's feelings of pleasureor disappointment resulting from comparing a Products perceived performance (or

outcome) in relation to his or her expectations.

Brown (1992) defines the state in which customer needs, wants and

expectations throughout the product or service's life are met or exceeded resulting in

repeat purchase, loyalty and favorable worth-of mouth.

According to Jones and Sasser (1995), four basic elements affect customersatisfaction. They are the basic elements of the product or service, basic support

services, a recovery process for counteracting bad experiences, and extraordinary

service. There are many definitions of the key elements of the services, but this one is

considered appropriate in the context of care or after sales services.

Satisfaction is a function of perceived performance and expectation. If the

performance matches the expectations the customer is satisfied. If the performance

exceeds the expectation the customer is highly satisfied and delighted. If the

performance does not match the expectations the customer is dissatisfied. Satisfaction

is a persons feelings of pleasure of disappointment resulting for comparing a

products perceived performance (out-come) in relation t his/her expectation. The link

between customer satisfaction and customer loyalty is proportional. Suppose customer

satisfaction is rated on a scale from 1 5. At a very low levels of customer

satisfaction.

Level-1, customers are likely to abandon.

Level-2 to 4, customers are fairly satisfied but still find tit easy to switch when a

better offer comes along.

Level-5, the customer is very likely to repurchase an even spread good word of mouth

about the company.


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The key to generating high customer loyalty is to deliver high customer value.

A companys value proposition is much more than its positioning on a single

attribute. Most of the successful companies are raising expectations and delivering

performances to match. These companies are aiming for TCS Total Customer

Satisfaction. Customer satisfaction is both a goal and a marketing tool. Companies

that achieve high customer satisfaction ratings make sure that their target market is

known.

After sales support management system is apart of ERP Enterprise Resource

Planning solution dealing with the support module after the sales of product. It creates

an advanced environment to the organization, which are in to technical support after

sales e.g. Companies offering electronic goods and motor vehicles etc.

Measuring customer satisfaction

Organizations need to retain existing customers while targeting non-

customers;. Measuring customer satisfaction provides an indication of how successful

the organization is at providing products and/or services to the marketplace.

Customer satisfaction is an abstract concept and the actual manifestation of the

state of satisfaction will vary from person to person and product/service toproduct/service.


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The state of satisfaction depends on a number of both psychological and

physical variables which correlate with satisfaction behaviors such as return and

recommend rate. The level of satisfaction can also vary depending on other factors the

customer, such as other products against which the customer can compare the

organization's products.

Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985

and 1988 delivered SERVQUAL which provides the basis for the measurement of

customer satisfaction with a service by using the gap between the customer's

expectation of performance and their perceived experience of performance. This

provides the researcher with a satisfaction "gap" which is semi-quantitative in nature.

Cronin and Taylor extended the disconfirmation theory by combining the

"gap" described by Parasuraman, Zeithaml and Berry as two different measures

(perception and expectation) into a single measurement of performance relative to

expectation.The usual measures of customer satisfaction involve a survey with a set of

statements using a Likert Technique or scale. The customer is asked to evaluate each

statement in terms of their perception and expectation of performance of the service

being measured.

Methodologies

American Customer Satisfaction Index (ACSI) is a scientific standard of

customer satisfaction. Academic research has shown that the national ACSI score is a

strong predictor of Gross Domestic Product (GDP) growth, and an even stronger

predictor of Personal Consumption Expenditure (PCE) growth. On the

microeconomic level, research has shown that ACSI data predicts stock market

performance, both for market indices and for individually traded companies.

Increasing ACSI scores has been shown to predict loyalty, word-of-mouth

recommendations, and purchase behavior. The ACSI measures customer satisfaction

annually for more than 200 companies in 43 industries and 10 economic sectors. In

addition to quarterly reports, the ACSI methodology can be applied to private sector

companies and government agencies in order to improve loyalty and purchase intent.


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Two companies have been licensed to apply the methodology of the ACSI for

both the private and public sector: CFI Group, Inc.applies the methodology of the

ACSI offline, and Foresee Results applies the ACSI to websites and other online

initiatives. ASCI scores have also been calculated by independent researchers, for

example, for the mobile phones sector.

The Kano model is a theory of product development and customer satisfaction

developed in the 1980s by Professor Noriaki Kano that classifies customer

preferences into five categories: Attractive, One-Dimensional, Must-Be, Indifferent,

Reverse. The Kano model offers some insight into the product attributes which are

perceived to be important to customers. Kano also produced a methodology for

mapping consumer responses to questionnaires onto his model.

SERVQUAL or RATER is a service-quality framework that has been

incorporated into customer-satisfaction surveys (e.g., the revised Norwegian

Customer Satisfaction Barometer) to indicate the gap between customer expectations

and experience.

J.D. Power and Associates provides another measure of customer satisfaction,

known for its top-box approach and automotive industry rankings. J.D. Power and

Associates' marketing research consists primarily of consumer surveys and is publicly

known for the value of its product awards.

Other research and consulting firms have customer satisfaction solutions as

well. These include A.T. Kearney's Customer Satisfaction Audit process, which

incorporates the Stages of Excellence framework and which helps define a companys

status against eight critically identified dimensions.

For Business to Business (B2B) surveys there is the InfoQuest box. This has

been used internationally since 1989 on more than 110,000 surveys (Nov '09) with an

average response rate of 72.74%. The box is targeted at "the most important"

customers and avoids the need for a blanket survey.


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Improving Customer Satisfaction

Published standards exist to help organizations develop their current levels of

customer satisfaction. The International Customer Service Institute (TICSI) has

released The International Customer Service Standard (TICSS). TICSS enables

organizations to focus their attention on delivering excellence in the management of

customer service, whilst at the same time providing recognition of success through a3rd Party registration scheme. TICSS focuses an organizations attention on

delivering increased customer satisfaction by helping the organization through a

Service Quality Model.

TICSS Service Quality Model uses the 5 P's - Policy, Processes, People,

Premises, Product/Services, as well as performance measurement. The

implementation of a customer service standard should lead to higher levels of

customer satisfaction, which in turn influences customer retention and customer

loyalty.

The functional features include:

1. Customer complaints tracking2. Service engineers information tracking3. Job scheduling for the complaints


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4. Spares management5. Online support

6.

Reports

Customer complaints tracking

Complaint is the start point of any technical support system. With out a client request

the technical support is not initiated. Complaint tracking is done as follows:

1. Client may come down or make a phone call or complaint online2. The client is validated. The client may have an annual maintenance

contract or may have a product in warranty or of warranty.

3. The intensity of the complaint is to be estimated to allocate resources.4. Expected service type has to be finalized. It may be online assistance

indoor or onsite assistance.

Service Engineers information tracking:

Information about the engineers is inevitable in job scheduling. Information

about the engineers has to be added, deleted or modified in the database. It may

contain the following: the name, id of the engineer; the skill set of the manager; the

status of the engineer.

Job scheduling for the complaints:

Job scheduling means sequencing the request to its intensity, assignment of a

service engineer and creating a job card. It is done to optimize the technical resources

and to render the best service to the customer. Minor problem are processed by

technicians requests are handled by the expert team.


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The job card includes the following:

The compliant id, the assigned engineer id, the data and time of service, the

spare details, no. of man hours required etc.

1. The spare part name and serial number2. The available quantity of each spare part3. The prize, warranty and other specifications4. The supplier information.

Online support:

The service is done online also. The client may visit the website to obtain

basic support information about the product and FAQ. He can chat with the service

engineer on phone or online.

Report:

The report reflects the current status of the system. The reports that can be

generated are as follows:

1. Customer request report status of the system. The reports that can be requests.2. Service engineer report provides the information about the skills and strengths

of the support team.

3. Job scheduling report states the allotment of engineers to jobs.4. Spares report discloses the availability of all the shapes in the system.5. Receipts and payments report gives information about the cash flow in the

system.

6. Bills generation.


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Customer satisfaction tracking:

Customer satisfaction is the key concept to dictate the future of the

organization. In order to maximize the customer satisfaction along with quick

response and efficient service some other activities are to be performed.

They may be as follows:

1. Reception of the customer with hospitality.2. Entertaining environment to the customer.3. Providing guidance about the usage and maintenance of the product.4. Offering gift and discounts.


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Operationalization of Customer Satisfaction

As customer needs and expectations are changing all the time, this will lead to

a situation whereby customers keep setting ever higher standards, and therefore to

achieve perfection is impossible. Markets should be seen as a group of individual

companies, and each of them must be treated individually with different requirements,

experiences, commitments, and relationships. Implementing customer satisfaction

philosophy means identifying customers, then identifying their needs and expectations

and finally, measuring their perceptions. Knowing the needs of the customer makes it

easier to anticipate the ideal set of products and services. A major flaw for all the

companies has proved to be their inability to understand other ways that customers

can be satisfied. By implementing direct and continuous employee contacts with the

customers, the customers' requirements and expectations can be determined. This

employee-customer connection additionally conveys the message that the company

cares about their customers.

Customer needs can be determined through marketing research, customer

interviews, reading customer concerns, or involving customers in the design of

services and service deliveries. In order to decide if the service can be provided at a

profit, it is necessary to link value equation to the strategic service vision. Working

together with both supplier and customer can increase profitability by expanding

margin potential.

A customer satisfaction study should begin by asking about the factors

affecting customer satisfaction, how important those factors are for the whole, and the

level of customer satisfaction. A problem with customer satisfaction surveys

(Naumann, 1994) is that a poor customer satisfaction programme yields vague dataand raises customer expectations. If customer expectations are raised and a company's

performance remains the same, the customer's overall satisfaction will decrease.


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Business Definition for: After-sales Service

In some cases, after-sales service can be almost as important as the initial

purchase. The manufacturer, retailer, or service provider determines what is included

in any warranty (or guarantee) package. This will include the duration of the warranty

traditionally one year from the date of purchase, but increasingly two or more years

maintenance and/or replacement policy, items included/excluded, labor costs, and

speed of response. In the case of a service provider, after-sales service might include

additional training or helpdesk availability. Of equal importance is the customer's

perception of the degree of willingness with which a supplier deals with a question or

complaint, speed of response, and action taken.

After Sales Excellence

After Sales Excellence is a key driver for customer satisfaction and loyalty but

also a very important source of revenues and profits throughout a vehicle lifecycle.

Our after sales experts support our clients in all relevant areas of after sales service to

improve the internal cost base, the retail attractiveness as well as customer

satisfaction. Our results are measurable - significant improvements on key indicators

such as warranty costs, service quality, and fixed first visit rate.

Supply Chain Excellence

Our Supply Chain Excellence service enables you to realize substantial

improvements in your supply chain performance in terms of cost, efficiency, lead

times, demand management, customer service and working capital requirements. We

measure, improve and qualify supply chain organizations and processes and support

our clients by identifying and rapidly implementing cost and efficiency savings in the

entire supply chain. This can be achieved with the comprehensive, cross-functional

redesign of all logistics processes leveraging the entire supply chain including

customers and suppliers. With our proven Integrated Supply Chain Excellence Audit

we quickly identify gaps to proven best practices and benchmarks within, and beyond,

the Automotive Industry.


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Value Chain Design

Constantly reviewing the companies value chain in a rapidly evolving

environment; deriving required core competencies and partnerships is a key

management responsibility. We help our clients design their value chain in terms of a

global engineering footprint, production and service network, thereby improving

efficiency and customer satisfaction in alignment with corporate strategy.

Customer Contacts and Relationships

In all cases, the supplier had been involved with the customer since the

beginning of the network building. It is difficult to distinguish whether some of the

changes in customer-supplier relationship were due to the duration of the relationship

between the two parties and whether some of the changes were caused by changes in

the customer's needs resulting from the customer's new position in the network life

cycle curve. For the results of this research, that question in terms of the underlying

factors has not addressed, but for future studies, it would be relevant to clarify which

of these two factors is the more significant or in fact, whether they can be

distinguished.

Relation of the Care to Customer Satisfaction

Innis and La Londe (1994) discovered that several customer satisfaction

variables significantly affect a customer's total customer satisfaction. Customer

service attributes received high ratings for the importance of customer satisfaction.

Attributes for physical distribution of customer service were rated higher than many

marketing attributes.

Most Important Services

Barsky (1995) proposed that what is important for one customer may not be

important for another. Barsky proposes this in the area of priority marketing, and the

idea was applied to different services in general. When a buyer considers closer

integration with a supplier, they may consider that it will most likely limit the number

of potential suppliers and fear that the partner may take advantage of this by

increasing prices or delivering poorer quality or poorer service.


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Interlocking with the supplier can limit the opportunity to acquire innovations

if the supplier lacks the capability of being a leading-edge supplier. Research has

shown that there are frequently differences between the views of the supplier's

management on customer value and the customers' views on what they say they value.

This was studied in the present study as well.


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Q. No.1. What is the model of BIKE used by customers?

Table No-1

Figure No.1

Interpretation:

From the above graph it is observed that 37% of the total respondents use

SPLENDER+, 37% of the respondents use PASSION+,13% of the respondents use

HERO GLAMOUR,10% of the respondents use HERO CBZ-XTREM and last 03%

of respondents use HERO KARIZMA model.

37 37

1310

3

0

5

10

15

20

25

30

35

40

SPLENDER + PASSION + GLAMOUR CBZ X-TREME KARIZMA

percentageo

frespondents

Models

Percentage of respondents

S.No Models No. ofRespondents

Percentage ofrespondents

1 SPLENDER + 37 37%

2 PASSION + 37 37%

3 GLAMOUR 13 13%

4 CBZ X-TREME 10 10%

5 KARIZMA 03 03%

Total 100 100%


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Q. No.2.Which type of BIKE have you bought?

Table No-2

Figure no. 2

Interpretation:

From the above graph it is observed that 94% of the respondents purchased new

bikes and 6% of the respondentspurchased Pre Owned bikes.

94%

6%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

New Pre Owned

Percentageo

frespondents

Buyers


S.No Buyers No. ofRespondents

Percentage ofrespondents

1 New 94 94%

2 Pre Owned 66%

Total 100 100%


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Q. No.3. Whether the price of the Vehicle is?

Table No-3

Figure no.3

Interpretation:

From the above graph it is observed that 85% of the people feel that the price

of vehicle is affordable, and 15% of people feel that the price of vehicle is not

affordable.

85%

15%

0%

10%

20%

30%

40%50%

60%

70%

80%

90%

Affordable Not Affordable

Percentageo

frespondents

Price


S.No PriceNo. of

Respondents

Percentage of

respondents

1 Affordable 85 85%

2 Not Affordable 15 15%

Total 100 100%


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Q. No.4.What is the purpose of buying this BIKE?

Table No-4

Figure no.4

Interpretation:

From the above graph it is observed that 87% of the customers use their

vehicle for personal use, 13 % of the buyers use for other use.

87%

13%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Personal use Other use

Percentageo

frespondents

Pupose of buying


S.No Purpose of buyingNo. of

Respondents

Percentage of

respondents

1 Personal use 87 87%

2 Other use 13 13%

Total 100 100%


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Q. No.5. Who influenced in buying this BIKE?

Table No-5

Figure no.5

Interpretation:

From the above graph it is observed that 48% is influenced by themselves,

32% feel that the family place a vital role to purchase their vehicle, and then comes to

friends 12% and then advertisement 8%.

48%

32%

12%8%

0%

20%

40%

60%

Your self Family Friends AdvertisementPercentageo

frespondents

Influenced by


S.No Influenced byNo. of

Respondents

Percentage of

respondents

1 Your self 48 48%

2 Family 32 32%

3 Friends 12 12%

4Advertisement 8 8%

Total 100 100%


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Q. No.6. What does this BIKE convey?

Table no.6

Figure no.6

Interpretation:

From the above graph it is concluded that 24% of the consumers purchase the

vehicle to maintain the status, where as 54% of the consumers purchase the vehicle

because of their necessity. 18% of the consumers purchases as it give comfort, 4% of

the consumer purchase the vehicle for other reason.

24%

54%

18%

4%

0%

10%

20%

30%

40%

50%

60%

Status Necessity Comfort OtherPercentageo

frespondents

Bike conveys


S. No bike ConveysNo. of

Respondents

Percentage of

respondents

1 Status 24 24%

2 Necessity 54 54%

3 Comfort 18 18%

4 Other 04 04%

Total 100 100%


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Q. No.7. What are the reasons for buying this BIKE?

Table no.7

Figure no.7

Interpretation:

From the above graph it is concluded from the study that 34% of them say that

price is crucial, 53% of them say mileage and 7% & 6% of them say service and

brand image.

34%

53%

7% 6%

0%

20%

40%

60%

Price Mileage Service Brand Imagepercentageo

fresponde

nts

Crucial


S.No CrucialNo. of

Respondents

Percentage of

respondents

1 Price 34 34%

2 Mileage 53 53%

3 Service 7 7%

4 Brand Image 6 6%

Total 100 100%


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Q. No.8. You use your BIKE mostly for?

Table no.8

Figure no.8

Interpretation:

From the above graph it was observed that 44% of the respondents use their

vehicle for going to office, 45% of the respondents use their vehicle to take their

family out and 2% and 9% of the respondents use their vehicle of shopping and long

drives.

44% 45%

9%

2%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

Office Family Long Drives Shopping

Percentageo

frespondents

Bike used for


S.No Bike used forNo. of

Respondents

Percentage of

respondents

1 Office 44 44%

2 Family 45 45%

3 Long Drives 9 9%

4 Shopping 2 2%

Total 100 100%


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Q. No.9. How long you will use this vehicle?

Table no.9

Figure no.9

Interpretation:

From the above graph it is observed that 5% and 15% of the consumer keep

their vehicle 1-2 years and 2-4 years and 68% and 12% of consumers keep their

vehicle for 4-8 years and 8 years &above.

5%

15%

68%

12%

0%

10%

20%

30%

40%

50%

60%

70%

80%

1-2 years 2-4 years 4-8 years 8 years &

above

Percentageo

frespondents

How long you will use


S. NoHow long you will

use

No. of

Respondents

Percentage of

respondents

1 1-2 years 5 5%

2 2-4 years 15 15%

3 4-8 years 68 68%

48 years & above 12 12%

Total 100 100%


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Q. No.10. Rate your satisfaction for the service provided by the Organization?

Table no. 10

Figure no.10

Interpretation:

From the above graph it is concluded that satisfied level at service center show

at X-axis and No. of Respondents at Y-axis. 7 % of the consumers said excellent, 61%

said good and 24% and 8% of the consumers said ok and poor.

7%

61%

24%

8%

0%

10%

20%

30%

40%

50%

60%

70%

Excellent Good OK PoorPercentageo

frespondents

Satisfaction level at service station


S.NoSatisfaction

level at serviceNo. of

Respondents

Percentage of

respondents

1 Excellent 7 7%

2 Good 61 61%

3 OK 24 24%

4Poor 8 8%

Total 100 100%


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Q. No.11. Are you satisfied with mileage give by your bike?

Table no.11

Figure no.11

Interpretation:

From the above graph it is observed that 81% of the respondents are satisfied

with mileage given by there bike and 19% are not satisfied with mileage given by

their BIKES.

81%

19%

0%

10%

20%

30%

40%50%

60%

70%

80%

90%

Yes NO

Percentageo

fr

espondents

Satisfaction with mileage


S.NoSatisfied with

mileage

No. of

Respondents

Percentage of

respondents

1 Yes 81 81%

2 NO 19 19%

Total 100 100%


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Q. No.12. Express your satisfaction level on performance of your Vehicle?

Table no.12

Figure no.12

Interpretation:

From the above graph it was observed that 80% of customers are satisfied on

the overall performance of the vehicle and 20% of the customers are Neutral.

80%

20%

0%0%

10%

20%

30%

40%

50%

60%70%

80%

90%

Satisfied Neutral Not satisfied

Percentageo

frespond

ents

Performance of your vehicle


S.NoPerformance of your

vehicle

No. of

Respondents

Percentage of

respondents

1 Satisfied 80 80%

2 Neutral 20 20%

3 Not satisfied 0 0%

Total 100 100%


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Q. No.13. Comment on the prices charged at service station?

Table no.13

Figure no.13

Interpretation:

From the above graph it was observed that 8% of the respondents feel that the

prices charged at service station was high and 36% feel it is medium and 54% of the

respondents feel that the prices are reasonable cost and 2% feel that the prices are low.

8%

36%

54%

2%

0%

10%

20%

30%

40%

50%

60%

High Medium Reasonable Low

Percentageo

frespondents

Comment on prices


Percentage of

respondents

S.No Comment on pricesNo. of

Respondents

Percentage of

respondents

1 High 8 8%

2 Medium 36 36%

3 Reasonable 54 54%

4 Low 2 2%

Total 100 100%


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Q. No.14. How is the performance of the executives?

Table no.14

Figure no.14

Interpretation:

From the above graph it is observed that 8% of the respondents feel that performance

of executives is excellent, 62% of the respondents said that performance of the

executives is good, 23% the respondents said the performance of the executives is ok

and 7% of the respondents said that performance of the executives is poor.

8%

62%

23%

7%

0%

10%

20%

30%

40%

50%

60%

70%

Excellent Good O.K Poor

Percentage of

respondents

Performance of executives

Percentage of Respondents

S.NoPerformance

of

Executives

No. of

Respondents

Percentage of

Respondents

1 Excellent 8 8%

2 Good 62 62%

3 O.K 23 23%

4 Poor 7 7%

Total 100 100%


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Q. No.15. Would you like to change your bike?

Table no.15

S.NO

CHANGING BIKE NO. OFRESPONDENTS

PERCENTAGE OFRESPONDENTS

1 Yes 98 98%

2 No 2 2%

100 100%

Figure no.15

Interpretation:

From the above graph it is conclude that 2% of the customers wanted to

change their bike and 98% of the customers said not regarding the idea to change their

choice from Hero to others competitors .

98%

2%

0%

20%

40%

60%

80%

100%

120%

Yes No

Percentageo

frespondents

changing bike

PERCENTAGE OF RESPONDENTS


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Q. No.16. If YES, What is your rating factor for Bike which you will give

Table no.16

RATING GOOD FAIR BAD

Quality 62 4 1

Price 46 20 1

Longevity 55 12 0

Figure no.16

Interpretation:

From the above graph it know that out of 100 respondents 67% have used the

Hero. Out of 67% respondents 62% people rated good quality, 4% respondents rated

fair quality and remaining 1% respondents rated bad quality.

Out of 67% respondents 46% respondents rated good price, 20% respondents

rated fair quality and remaining 1% respondents rated bad price.

Out of 67% respondents 55% of respondents rated good longevity and 12%

respondents rated fair longevity.

0

10

20

30

40

50

60

70

GOOD FAIR BAD

Rating factor for reliance products

QUALITY

PRICE

LONGEVITY


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Q. No.17. If YES, how do you heard about HERO Products

Table no.17

Response Electronicmedia Print media Sales person others TOTAL

No. ofrespondents

17 56 16 11 100

Percentageof

17% 56% 16% 11% 100%

Figure no.17

Interpretation:

From the above graph we can analyze that most of response came from news paper

promotion is 56%,

Through electronic media is 17%, sales persons is 16% and 11% by others, by this we

known that paper ads are best than others.

17%

56%

16%11%

0%

10%

20%

30%

40%

50%

60%

Electronic

media

Print media Sales person others

Percentageo

frespondents

Response


Percentage of

respondents


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Q. No.18.What way you think promotion of HERO MOTO CORP Products

Should be done

Table no.18

Promotions

to be done

No. of

respondents

Percentage of

respondents

Offers 8 8%

Advertisementand offers

10 10%

Advertisement 19 19%

Free Service 52 52%

Free serviceand offers

5 5%

All the above 6 6%

Total 100 100%

Graph no.18

Interpretation:

From the above graph we know that the promotions should be done by free serviceand advertisement.

8% 10%19%

52%

5% 6%

0%

10%

20%

30%

40%

50%

60%

Percenta

gesofrespondents

Promotions to be done



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Q. No.19.Is the appointment system useful to you?

Table no.19

S. No Options No. Of respondents Percentage ofrespondents

1 Completely 25 25%

2 Useful 73 73%

3 Not useful 2 2%

TOTAL 100 100%

Figure no.19

Interpretation

From the above graph it is know that among the 100 customers when a

question was raised regarding the usefulness of service appointment system 25% of

the respondent said completely useful, 73% said useful and 2% said not useful.

25%

73%

2%

0%

10%

20%

30%

40%

50%

60%

70%

80%

Completely Useful Not useful

Percentageo

fresp

ondents

Options



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Q. No.20. Do you get the information from service advisor on the services to be

performed?

Table no.20

S. NoInformation from

service advisorNo. of Respondents

Percentage of

respondents

1 Completely 37 37%

2 Adequately 54% 54%

3 Partially 9 9%

TOTAL 100 100%

Figure no.20

Interpretation:

From the above graph we come to conclusion that 37% of the customers are

getting complete information from service advisor and 54% are getting adequately

and 9% of the customers are getting partial information regarding the services to be

performed.

37%

54%

9%

0%

10%

20%

30%

40%

50%

60%

Completely Adequately Partially

Percentageo

frespondents

Information from service advisor



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FINDINGS

1. Most of the buyers are professionals and business people using the HeroMotoCorp Ltd bikes.

2. 94% of the respondents purchase new bikes only.3. Nearly about 85% of the customers feel that the price of vehicle is affordable.4. About 87% of the respondents use Hero MotoCorp Ltd bikes for their

personal use.

5. The reason for purchase only Hero MotoCorp Ltd is necessity for 54% of thecustomers, 24% of the consumers feels status and 18% feel comfortable.

6. Many of the respondents are satisfied with regard to mileage, price.7. 45% of the respondents use their vehicle to take their family out and 44% use

for going to office.

8. 61% of the respondents were satisfied with service provided by the dealer atthe service center, 24% and 7% of the respondents said ok and excellent, and

8% of the respondents were not satisfied with service at service station.

9. Above 56% of the respondents feel the prices are reasonable at the servicecenter. Where 8% and 38% of the respondents feel that the prize are high and

medium respectively.

10.62% of the respondents feel that the overall performance of the vehicle isgood, 8% and 23% of the respondents feel that the performance of the vehicle

is excellent and o.k.


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SUGGESTIONS

1. It is suggested that some more place should be provided for luggage.2. To provide better service to customers at work shop3. To make the vehicle more spacious inside4. To improve the comfortness in the vehicle5. Skilled and experienced persons should be provided at service center, so that

problems of the vehicle should be resolved completely.

6. Engine capacity should be increase, this leads to increase mileage and pickup7. To increase the place of parking at work shop.


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CONCLUSION

The global business environment is buzzing with the single most important

issue of Building a competitive edge by creating and retaining a large number of

customers than their goods and services every organization is therefore seized of the

task of establishing sustaining its worth to the customer, who has been rendered

unpredictable by competition

Therefore every business is making a continuous effort for achieving customer

effort for achieving customer loyalty

In short it is total organizational culture and brand equity, which face

challenge. So that there is a perennial struggle amongst organizations to sustain their

existence in the market place, and hence in order to sustain the stiff competition the

company has to take up market Research frequently to know the changing needs &

preference of the customers.

This helps the company to reframe the policies in providing cutting edge

technology to satisfy the customer & retain him for a life time.


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BIBLIOGRAPHY

REFERENCES

BOOKS

Principles of Marketing : Philip Kotler & Gary Armstrong Marketing Research : G.C.Beri Consumer Behavior : Leon G. Shiftman Services Marketing : Adlarian Palmer

MAGAZINES

Auto India Business Today

JOURNALS

ICFAI General of Marketing Retail Marketing

WEB SITES

www.hero.com www.autofinlimited.com www.google.com
http://www.hero.com/http://www.hero.com/http://www.autofinlimited.com/http://www.autofinlimited.com/http://www.google.com/http://www.google.com/http://www.google.com/http://www.autofinlimited.com/http://www.hero.com/


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QUESTIONNAIRE

Name of Respondent: ___________________________________________________

Designation:________________________ Income: ___________________________

Address: _____________________________________________________________

Phone No._________________ Email id: ___________________________________

1) What is the model of bikes used by customers?a. SPLENDER + b. PASSION +

c. GLAMOUR d. CBZ X-TREME

e. KARIZMA

2) Which type of bike have you bougha. New b. Pre Owned

3) Whether the price of the Vehicle is?a. Affordable b. Reasonable

4) What is the purpose of buying this bike?a. Personal use b. Rental use

c. Other use d. None

5) Who influenced in buying this bike?a. Yourself b. Family

c. Friends d. Advertisement

6) What does this bike convey?a. Necessity b. Comfort

c. Status d. Other

7) What are the reasons for buying this biker?a. Price b. Mileage

c. Service d. Brand Image

8) You use your bike mostly for?a. Office b. Family

c. Long drives d. Shopping

9) How long you will use this vehicle?a. 1-2 years b. 2-4 years

c. 4-8 years d. 8 years & above

10)Rate your satisfaction for the service provided by the Organization?a. Excellent b. Good

c. Average d. Poor


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11)Are you satisfied with mileage give by your bike?a. Yes b. No

12)Express your satisfaction level on performance of your Vehicle?a. satisfied b. Average

c. Not satisfied

13)Comment on the prices charged at service station?a. High b. Medium

c. Reasonable d. Low

14)How is the performance of the executives?a. Excellent b. Good

c. Average d. Poor

15)Would you like to change your bike?a. Yes b. No

16)YES, What is your rating factor for Bike which you will give

17)IfYES, how do you heard about Hero MotoCorp Ltd Productsa. Electronic media b. Print mediac. Sales person d. others

18)What way you think promotion ofHero MotoCorp Ltd Products Should be donea. Offers b. Advertisement

c. Free Service d. others

19)Is the appointment system useful to you?a. Completely b. Useful

c. Not useful

RATING

FACTORGOOD FAIR BAD

Quality

Price

Longevity

Others (_)


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20)Do you get the information from service advisor on the services to be performed?a. Completely b. Adequately

c. Partially

21)Suggestions for the company?

customer satisfaction at phonex motors (heromoto corp)

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