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Study of customer satisfaction and services[Special reference to Honda Two Wheeler Agencies,

Korba (C.G.)]A

Industrial Visit ReportSubmitted to

Guru Ghasidas University, Bilaspur (C.G.)In partial fulfilment of requirement for the award of

POST GRADUATE DIPLOMA IN BUSINESS MANAGEMENT

2010-11

Under the guidance of Submitted byMr. A.K. Soni Ajay KumarBarethAsst. professor & HOD Enrollment No-

GDBM/10/03Of Business Department

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Study of customer satisfaction and services[Special reference to Honda Two Wheeler Agencies,

Korba (C.G.)]A

Industrial Visit ReportSubmitted to

Guru Ghasidas University, Bilaspur (C.G.)In partial fulfilment of requirement for the award of

POST GRADUATE DIPLOMA IN MANAGEMENT

2010-11

Under the guidance ofSubmitted byMr. A.K. Soni AjayKumar BarethAsst. professor & HODEnrollment No-Of Business DepartmentGDBM/10/03

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DECLARATIONI declare that this project entitled Customer Satisfaction and Services in Honda twowheeler agencies korba (C.G.) has been prepared by me during the session 2010-11under the audience of Mr. A.K.Soni Asst. prof. and HOD of businessmanagement/commerce, kamla Nehru college korba (C.G.)

I here by declare that this project report has not been producedor submitted at any institute/university for the award of any degree or diploma.

Enrollment No- GDBM/10/03Place-Korba (Ajay Kumar Bareth)Date- 05/02/2011

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CERTIFICATEThis is to certify that Ajay Kumar Bareth is a student of PGDBM. The report entitled

Customer Satisfaction and Services special reference with Honda two wheeler agencies,korba (C.G.) has been prepared for the examination under guidance. The project reportsubmitted in the original work of the co ordinate.

SignaturePlace- Korba---------------------------Date- 05/02/2011 Asst. prof.Deparment of

businessmanagement

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ACKNOWLEDGEMENTI am thankful of everyone without whom it was very difficult to complete this projectreport.First of all thankful to for giving me this opportunity.I am thankful to my internalguide Mr. Manoj Sharma for his help and valuable suggestions.I am also thankful to Mr.Manager of HERO-HONDA MOTORS. It was very difficult tocomplete this project withouthis guidance and support.Finally, I am thankful to all my friends who have directly or

indirectly helped me to completethis project.

TopicStudy of Customer Satisfaction and Services

With special reference to: Honda two wheeler agencies, korba(C.G.)

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CONTENTSCHAPTER- 1 INTRODUCTIONGeneral introduction of subject matterObjective of the study

Importance of the studyScope of the studyResearch methodologyLimitation of the study

CHAPETR- 2 DISTRICT AND COMPANY PROFILE2.1 District profileCompany profile

CHAPTER- 3 THEORITICAL PERCEPECTIVE OF TOPIC3.1 Introduction and definition of customer satisfaction and services3.2 Importance of the customer satisfaction3.3 Measuring customer satisfaction3.4 Tools for measuring customer satisfaction3.5 General concept of customer services3.6 8 Rules for good customer services

CHAPTER- 4 DATA ANALYSIS AND ITERPRETATION4.1 Tabulation, Analysis and Interpretation

CHAPTER- 5 CONCLUSION AND RECOMMENDATION5.1 Problems5.2 Suggestion5.3 conclusion

APPENDIXScheduleBibliography

CHAPTER 1INTRODUCTION

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1.1 General Introduction of subject matter1.2 Objective of the study1.3 Importance of the study1.4 Scope of the study1.5 Research methodology

1.6 Limitation of the study

1General Introduction Of Subject Matter :

Satisfaction is a person feeling of pleasures or disappointment resulting from comparinga product perceived performance in relation to his or her expectation. Satisfaction is afunction of perceived performance and expectation. If the performance falls short of theexpectation of the customer, the customer is dissatisfied. If the performance exceedsthe expectation , the customer is highly satisfied or delighted. Many companies areaiming for high satisfaction and service because customer who are just satisfied stillfind it easy to switch, when a better offer comes along. Those who are highly satisfiedare much less ready to switch. High satisfied or delight creater an emotional affinitywith the brain not just a rational preference.

Honda Motor is a world manufacture of two wheeler. It is the companyof japan. Honda is the manufactures of two wheeler as well as manufacture of cars.Honda has consistently grown at double digits since inception and today every secondmotorcycle sold in the country is a Honda every two minutes someone in India busyHonda top selling motorcycles shine. Honda extensive sales and service network nowIndia over 4000 customer touch points. These comprise a mix of dealership, service andspare point, spare parts stockists and authorized representive of dealers located acrossdifferent geographies. Honda value its relationship with customer and has also createda loyal community of brand ambassadors.

Having reached an unassailable pole position in the Indian two wheeler market.Honda is constantly working towards consolidating its position in the market price. The

company believes that changing demographic profile of India increasing urbanizationand empowerment rural India will add millions of new families to the economicmainstream.

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2Objective of the study:

The objective of the study is to identify the factors given consideration while buying amotorbikes and the satisfaction level towards their expectation and experience. Thereare several objective as following are:

To determine the factor influencing customer satisfaction regarding services.To know the expectation and requirement of all customer regarding service.Determine how well the company is satisfying these expectation and requirement.To find the service standards of the company level.

To give the appropriate suggestion to the company regarding their performance.To know the customer perception launch of new bikes services.To determine the factors influencing the choice of customer regarding bikes and

repeat purchasing.

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3Importance of the study:

In this present scenario the usage of vehicles participating in two wheeler on road bythe people is increasing day by day. For the past four year the two wheeler industry hadseen a tremendous growth in Indian market. This indicates its increasing usage. Due toincrease in usage the company have to fulfil the needs of their customer, so they

introduce new model in the market. There are several important as following are:It is important because customer satisfied of their purchasing product.Product important is another aspect of customer satisfaction.It helps the organization for profit making increasing of sales volume.Honda changes their product spares parts for attracting of customer.It helps the organization for what changes should be required for customer

satisfaction.Customer getting a proper service by the company.Providing different techniques for customer service and solving their problems.

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4Scope of the study:

The scope of the study including current market potential of composite insulators withspecial reference to Honda motors. The research is useful for the company to takenecessary step for maintaining and improving composite insulators market.

This study is useful to analyse the market performance of composites insulators.Information about consumer perception on different brands of composite insulators.This study gives information about consumer awareness on Honda motors.This study is useful to know the impact of brand advertisement and consumers.To find out market potential based on age and qualification.This study is useful to know the satisfaction level with different attributes of Honda

motors.The study is useful to know the consumer preference with their reason to prefer

Honda motors.

5

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Research Methodology:

The report has been prepared on the basis of information collected from different

sources. In order to achieve the objective of the project proper research method was

applied.. After giving through brain storming session, objectives were selected and the

set on the base of these objectives, A questionnaire was designed major emphasis ofwhich was gathering new ideas or insight so as to determine and bind out solution to

the problems.

Data collection source :

Research included gathering both primary and secondary data :

Primary data :

Primary Data was very crucial to collect so as to know various past & present consumer

views about bikes and to calculate the market share of this brand in regards to other

brands. Fresh primary data was collected by taking direct feed back from customer

which involved face to face interview with the customer as well as through telephonic

interview with the customer , all the FZ customer who visited the dealer ships how room

for the service of their bikes were questioned in order to find out the customer

satisfaction level.

Secondary data :These are those which has been collected by some one else and whichalready have been passed through statistical process. Secondary data has been taken

from internet, newspaper, magazines and companies web sites. . Filling the number of

questionnaires schedule to customer of Honda for getting enough knowledge and

getting data for last four years.

Research approch:some research approach as following are:

Survey method :The research approach used was survey method which is a widely

used method for data collection and best suited for descriptive type of research survey

includes research instrument like questionnaire which can be structured and

unstructured.

6Target population is well identified and various methods like personal interviews and

telephone interviews are employed.

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Red men and man define research as a Systematized effort to gain knowledge

Data collection method : To accomplish the objective of the study, descriptive research design isadopted to collect the data from the consumers of the different brands.Descriptive researches simply describe things such as demography characteristicsof consumers who use the product. The descriptive study is typically

concerned with determining frequency with which same thing occurs. This study istypically guided by initial hypothesis. For any research these two types of data arenecessary:1. Primary data2. Secondary data

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CHAPTER 2

DISTRICT AND COMPANY PROFILE2.1 District profile2.2 company profile

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DISTRICT PROFILE

9Introduction of power city korba historical background:Korba district was earlier a part of Bilaspur district. Bilaspur district was formed in theyear 1861. The British Govt. announce that it would take under its control the land ofzamindar and as a result of the pelttion of sir swed temple.all land came under thecontrol of the deputy commissioner in1864. Before this the whole of the chhattisgarhwas divided into district and zamindars. In 1872, 14 others zamindars at korba wereseparated form sakti and kawardha and were given the status of a kingdom under ascheme formulated by J.W.CHISHOM. In 1935 the population of korba was just 300. Busservices first started in 1952. This place was connected by rail in 1954.

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The district korba is blessed with rich miniral deposits and has attracted largescale investment in aluminium, coal and power sector. There investment have enabledkorba to emerge as a major industrial hub in central India.

The industrial department of korba has well developed industrial area spread in100 acres where various types of industries and ancillary unit are functioning also someefforts are going on to acquire more land for this purpose. Korba city was accorded thestatus of a district on 25/05/1998. This place is rich in mineral deposits forest wealthand wild animals. The original inhabitants of this place are the korba scheduled tribewho even now reside in different development blocks. On this basis this place wasnamed as korba by shri ram rai a landlord.

Korba is situated on the banks of the confluence of river Hasdeo and Ahiran.Korba last ruler was Dhanraj Kunwar Devi in whose place the kamla Nehru isoperational.

Climates and weather:Korba owning to its geographical enjoy varied climates and weathers. The climates ofthe area is dry to moist tropical with defined summer from april to june, rainy seasonfrom july to September and winter from November to February. The temperature rise toa maximum of about 48c in may and drops to minimum of about 7c in December. Theaverage rain fall is 1265mm. The wind direction is generally westerly to south westerlywith wind velocity ranging from 0.57 to 9.30 kmph. The relative humidity range from70% to 94% during monsoon and 17% to 78% during summer.

Minerals:Korba is rich in minerals deposits and coal attracting Govt. and multinational companyto explore its vast range of deposits across different region with still large area to beexplored it promises further cheap power generation and minerals excavationopportunities. The place is also rich in forest wealth and wild animals.

10River and forest:The main river which flowing throw korba district is the Hasdeo river start from pantherin the valley of chhota nagar. The total length of this river is 233kms. Its tributaries aregagechori, tan and ahiran.

Forest play an important role in the social and financial structure of korba. Thisdistrict is rich in forest wealth. Korba district has two forest division korba and katghora.

Inhabitants:The person of korba come under different religious, social and cultural background. Themain inhabitants are tribal constitute the majority of the total population. The mainschedule tribes belongs in korba districts are pahadi, korwa, binjwar, dhanuhar etc. satname ganda, panka etc. are comes under schedule cast the main occupation isagriculture. The language is chhattisgarh.

Cultures:Korba district is also famous for its social and cultural diversities. The main people ofthis district mainly celebrates holi, dashahra, Christmas and diwali. The main adiwasi

festival are devuthni, pola, cherchera, karma, harelip etc. rawat nacha, karmanacha,suva nacha are the traditional dance of the adiwasis of this district.

Korba railway station:

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I managed by the south east central railway and it located in the town center.Computerized reservation provides instant ticketing booking facilities. The neareststation (junction) is champa and is on the howrah-nagpur-mumbai line.It is situated in heart of korba town. The station operates regular service to all majortourist place in the district such as pali(58km), kudurmal(15km), kanki(20km), tumman,siyamani, madwarani, sarvamangala and kosgaigarh. Inter district and inter statesbuses are available to major places such as bilaspur, janjgir, champa, raigarh, sarguja,puri, pune and Mumbai.

The nearest is located in raipur. The city of raipur is located atdistance of about 200km from the city of the korba. Korba is often referred as theindustrial that of chhattisgarh. The district within itself in eciched with all essential rawmaterial needed for power generation namely coal and water. The four thermal poweras following are:

11

KSTPS 2100MWBCPP 270MWCSEB(WEST) 840MWCSEB(EAST) 440MW

Together generation 3650mw of electricity besides these there is a hydro electric powerstation situated at Bango. Coal is also abundant in the district. The SECL at profitmaking coal company under coal India limited has many of its important mines in korbadistrict. BALCO aluminium is major based in this district.

No. of following companies going to establish project in korba as following are:

NAME OF THE PLANT MW

1.VANDANA POWER PLANT 540

2. SWASTIK SPUNJ & POWERLTD.

50

3. DHERU POWER JAIN 530

4. CSEB(WEST) 500

5. BALCO 300

6.LANCO POWERPRIVATE LTD.

1320

7. NTPC 500

8. ARYAN COALBENIFICATION

30

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12KORBA DISTRICT FACTS/FIGURES

1. DISTRICT ESTABLISHMENT 23 MAY 1998

2. POPULATION 1012121MALE- 515486

FEMALE- 4966353. EDUCATED 544369

MALE- 332910

FEMALE- 201459GEOGRAPHICAL AREA 4258.15KM SQUARE

SEEING PLACE MADVARANI,SARVAMAGLA, KOSGAI,SAPTDEV.

PICNIC SPOT LEMURU,DEVPAHAHRI,BANGO,CHAITURGARH

BUS STAND KORBA, KATGHORA

TOTAL VILLAGES 792(APPROX)

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13

COMPANY PROFILE

14History of the company:Company founder Soichiro Honda, after working at Art Shokai, developed his own design for

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piston rings in 1938. He attempted to sell them to Toyota and after two years of work he won a

contract with Toyota. He constructed a new facility to supply Toyota, but soon after, during World

War II, the Honda piston manufacturing facilities were almost completely destroyed. Soichiro

Honda created a new company with what he had left. The Japanese market was decimated by

World War II; his country was starved of money and fuel, but was still in need of basic

transportation. Honda, utilizing his manufacturing facilities, attached an engine to a bicycle which

created a cheap and efficient method of transport. He gave his company the name Honda Giken

K gy Kabushiki Kaisha which translates to Honda Research Institute Company Ltd. Despite its

grandiose name, the first facility bearing that name was a simple wooden shack where Mr.

Honda and his associates would fit the engines to bicycles. The official Japanese name for Honda

Motor Company Ltd. remains the same in honor of Soichiro Honda's efforts. On 24 September

1948 the Honda Motor Co. was officially founded in Japan. Honda began to produce a range of

scooters and motorcycles and Soichiro Honda quickly recovered from the losses incurred during

the war. Honda's first motorcycle to be put on sale was the 1947 A-Type (one year before the

company was officially founded). However, Honda's first full-fledged motorcycle on the marketwas the 1949 Dream D-Type. It was equipped with

a 98cc engine producing around 3 horsepower. This was followed by other highly popular scooters

throughout the 1950s.

Honda is the world's largest manufacturer of 2-wheelers. Its

symbol, the Wings, represents the company's unwavering dedication in achieving goals that are

unique and above all, conforming to international norms. These wings are now in India as Honda

Motorcycle & Scooter India Pvt. Ltd. (HMSI), a wholly owned subsidiary of Honda Motor Company

Ltd., Japan. These wings are here to initiate a change and make a difference in the Indian 2-wheeler industry. Honda's dream for India is to not only manufacture 2-wheelers of global quality,

but also meet and exceed the expectations of Indian customers with outstanding after sales

support. Official Name- Honda Motorcycle & Scooter India Pvt. Ltd.

Established- 20th Aug, 1999

Place- Manesar, District Gurgaon, Haryana, India

Investment- Rs. 300 Crore

Representative- Mr. Shinji Aoyama, President & CEO

Factory Location- Manesar, District Gurgaon, Haryana, India

Production Capacity- 10,000,00 Units per Year

15Weakness:

1.Less number of service center.

2 Market share very less as compare to there competitor.

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3 Spares parts are not easily available.

4 Low product range.

5 Maintenance cost is very high.

Opportunity:

1 Increase in product range.

2 Untapped market above 180 cc in motorcycles.

3 More maturity and movement towards higher-endmotorcycles.

4 Honda can be use brand image of Hero Honda.

Threats:1 There is high competition in the market.

2 Threat of cheap imported motorcycles and componentsfrom China.

Marketing Strategy:1. Honda strategy was strength on technology. It should be the newest oneand always one step before competitors.2. Honda followed principle of developing market step by step.3. Knowing clients needs Honda :4. Offer a multi product line5. Took leadership in product innovation

6. Exploit opportunities for economies of mass production.7. company is living in productivity more than the actual needs just to bf sure that theycan grow factor then compition and can follow market potential if needed.8. Honda starts a highly automotive plant with a capacity 10 times in excess of demand.9. Honda becomes the most innovative company in whole motorcycle industry companywhich lead change and create/identify new untapped market segments.

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Some bikes details of Honda :Some details of Honda bikes as following are:

Honda active (100CC):Honda active is a family two wheeler and feature a higher load carring capacity than

similarscooter.At the showroom this scooter around Rs 38000with on an road price of aroundRs 43000 currently.Delhi has the lowest and Mumbai has the highest on the road price forHonda active. Honda active price vary upon the two wheeler dealers location.

Honda shine(spoke wheel 125CC):An inspiring piece in the 125ccc motorcycle segment the Honda shine deliver excellent

power superior technology and awesome looks. New bikes have showroom price of

aroundRs 40400 and on road price of around Rs 45000 at ahmedabad currently. . Delhi has thelowest and Mumbai has the highest on the road price for Honda shine. Bikes price vary

uponthe two wheeler dealers location.

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Shine (alloy wheel 125CC):This bikes sets new bunch marks in the 125cc segment by its engine efficiency, aestheticsandlow maintenance cost new bikes in the series have showroom price ranging from aroundRs47000 to around Rs53000 including of all charges like insurance, octori, RTO, etc.

Honda

shine price vary with new two wheeler dealers location.

Honda unicorn (spoke wheel 150CC):This bikes is the first motorcycle developed by the Honda motorcycle and scooter India

pvt. Ltd.At the showroom this bikes price of around Rs55000 with on a road price of around

Rs51500.This includes standard ancillary charges also. Delhi has the lowest and Bangalore has the

higheston the road price for Honda unicorn.

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Honda unicorn (alloy wheel 150CC): This bikes is marked for its cutting edge technology adequate power and monosuspension at rear. The unicorn is now available at a showroom price of aroundRs60000 with on an road priceof around Rs63700 including supplementary charges. Currently delhi has lowest andbanglore has highest on road price for Honda.

Honda stunner CBF self disc alloy:The Honda stunner cbf is truly a stunning bike from Honda falling in the 125cc series, it is

themost attractive bike in India. It has eye catching looks and striking feature that surveyentic prospective customer to buy this bikes. It is available in three variants- kick start

withdrum brakes and drum brum brakes and alloy wheels and self start with disc brakes andalloy wheels.

Honda dio:The honda dio is named after dyonisiac or cupid the Greek god of love and son of venuesstunning looks and performance makes the Honda dio a scooter to covet. Distinct style

withan extensive use of resin finish and vedge shaped areobynamic body design gives the

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Honda dio abreathtaking appearance power and sleek with the inwards of an active packed into a

shing fiberbody the Honda dio is poised to make the owner proud of his/her possession. The cost ofthis scooter is 40776.

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Chapter- 3THEORETICAL PERSPECTIVE OF TOPIC

Introduction & definition of customer satisfaction and servicesImportance of customer satisfactionMeasuring customer satisfaction

Tools for measuring customer satisfactionGeneral concept of customer service8 rules for good customer service

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Introduction of customer satisfaction and services:Customer satisfaction is one of the main objectives of any organization. Everyorganization tries to know the customer satisfaction about their products. So astudy on customer satisfaction helps the organization as well as me to gain avast knowledge over the real world tastes and preferences of customer Whether thebuyer is satisfied after purchase depends on the offers performance in relation to thebuyers expectations. In general satisfaction is a persons feelings of pleasure ordisappointment resulting from comparing a products perceived performance inrelation to his or her expectations. As this definition makes clear, satisfaction is afunction of perceived performance and expectations. If the performance fal ls shortof expectations, the customer is dissatisfied. If the performance matches theexpectations, the customer is satisfied.I f the performance exceeds expectations, the customer is highly satis f ied or delighted. Many companies are aiming for high satisfaction becausecustomers who are just satisfied still find it easy to switch when a better offer comesalong. Those who are hig hly sat isf ied are much les s ready to swi tch . Highsa ti sf ac ti on or de l ig ht creates an emotional bond with the brand, not just arational preference. The result is high customer loyalty. Xeroxs senior managementbelieves that a very satisfied door delighted customer is worth 10 times as

much to the company as a sa ti sf ied customer. A very satisfied customer islikely to stay with Xerox many more years and buy more than a satisfied customer will.How do buyers form their expectations? From past buying experience, friends andassociates advice and marketers and competitors information and promises.If marketers raise expectations too high, the buyer is likely to be disappointed,For example, Holiday Inn ran a campaign a few years ago called No SurprisesYet hotel guests still encountered a host of problems, and Holiday Inn had to with drawthe campaign. However, if the company sets expectations too low, it wont attractenough buyers (although it will satisfy thosewhodobuy).Some of todays most successful companies are raising expectations and de l ivering performances to match. These companies are

aiming for TCS- to ta l customer satisfaction. Xerox for example, guaranteestotal satisfaction and will replace at its expense any dissatisfied customersequipment within a period of three years after purchase. Cigna advertisesWell never be 100% satisfied until you are, too. And one of Hondas adssays: One reason our customers are so satisfied is that we arent. Nissan invitespotential infinity buyers to dropin for a guest drive (not a test driv e) becaus e t he Japan ese word f orcustomer Is honoured guest. Look at what high satisfaction can do Saturn In thelate 1980s, Saturn

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(General Motors newest car division) changed the whole buyer seller relationship withaNew Deal for car buyers There would be a fixed price (none of the traditional haggling);a 30-day guarantee or money back; salespeople on salary, not on commission (none ofthe traditional hard sell). Once a sale is made, the sales staff surrounds the new

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owner for commemorative photo, with everyone smiling. The companys fifthanniversary celebration at the Tennessee headquarters was attended by more than4000 Saturn from all across the country. Said Saturns president: Saturn is more than acar its a whole new way of doing things, of working with our customers and with oneanother. A customers decision to be loyal or to defect is the sum of many smallencounters with the company. Consulting firm Forum Corporation says that inorder for all these small encounters to add up to customer loyalty, companiesneed to create a branded customer experience.

Assuring Customer Satisfaction: "Those who enter to buy,support me. Those who come to flatter, please me. Those who complain, teach mehow I may please others so that more will come. Only those who hurt me aredispleased but do not complain. They refuse me permission to correct my errors andthus improve my service." - Marshall Field. The attitude of the professional issummed up in this statement. It establishes the cus tomer as the person towhom you are responsible. Customers support you; therefore, they deserveVIP treatment. When your customers are happy, you are happy. When theycomplain, you are unhappy, but you examine the complaint calmly and see itas an opportunity to learn as well as satisfy their needs. The quote echoes the

fear that customers wil l not vocalize their dissatisfaction, 5but instead take theirbusiness elsewhere. There's another quote that's even more important tosalespeople and companies immediately upon making a sale--"The Sale BeginsWhen the Customer Says. Yes. "In the old days, It used to be, "The Sale BeginsWhen the Customer Says. NO, "but that's a totally Inappropriate attitude toembrace in today's customer-driven business environment.

Keeping Your Customers Happy Since you r f i rst con cern iscustomer satisfact ion you should be aware of someemotional stumbling blocks in your path: selectiv e perception, user error an d buyer's remorse. Selective perception is the process in which a personsees only selected details from the entire picture. This attention to detail is

sometimes petty. For example, a cust omer may have a ne w copyi ng mach inethat works like a charm, but he is irritated by the sound of the motor. Hefocuses only on what is wrong rather than what is right. This occurs becausebuyers expect their purchases to be perfect. Regardless of the purchase price, theyfigure that for what they spent, they deserve perfection.

21When you encounter someone who practices selective perception, evaluate thesituation to determine if the complaint is reasonable or exaggerated. If it isexaggerated, try to resolve the problem by pointing out benefits and features thatcompensate. Put the negative detail in a different perspective for your client so that it

becomes one small part of the total picture. Many sales involve the installation of a newsystem or piece of equipment, and the buyer or thei r emp loyees mus t betrained to use it . Thei r success fu l use of the equipment depends upon theeffectiveness of the training, and it is imperative that the salesperson followsthrough after the training period to make sure the client uses the purchaseproperly. It is not uncommon for people to forget 75 percent of what they hearafter two days. This can cause "user error", which will significantly affect theoutcome of your test and may prevent your client from reaching his success criteria.Handling Customer Complaints Whether your customer's complaint is legitimate or not,follow it up with a service call. Whenever possible, do it personally instead ofsending someone from the customer service department. It provides thepersonal service that your customer appreciates and it may obviate the need for atechnician or serviceman to call. A san alternative, both of you can go together tohandle customer complaints. Keep the following guidelines in mind:1. Don'tprocrastinate making the call. Often the problem is not as serious as it sounds. Some

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customers "read the riot act "when they call about a complaint. A delay inresponding wil l only irritate your client more.2. Admit mistakes and apologize. Justbecause you made the sale does not mean you can become defensive aboutyour company, product or service. Even the most reputable companiesmake mistakes and have problems with their products.

You may want to resta te the customer's complaint toshow that you are listening and have an understanding of the problem.3. Showcompassion for your customer. Whether the complaint proves to be true or false, showyour customer that you are concerned and will investigate the problem immediately.Help the customer calm down by saying, "I can understand why you feel the way youdo."4. Actively listen to your customer's complaint. Talking will make him feel lessanxious about it. Let your customer "vent" hisfeelings before you react to the situation. Be sympathetic and encourage the customer to "blow up." Afterward, he'll feel better; this means he'll bein a better frame of mind.5. Don't pass the buck to your company or someone elsewithin it. This may take the blame off you, but it undermines the integrity andorganization of the company, and your customer will lose confidence in your firm.

22Maintaining Customer Satisfaction The philosophy behind maintaining yourcustomers is simple; now that you have them, maintain them. When you considerthe amount of time and money investedi n t h e m , y o u c a n n o t a f f o r d t o l o s e t h e m . T h i s i n v e s t m e n t g o e s be y o n d y o u r personal expenditures. It also includes your firm's advertising andmarketing coststo reach that part icular market segment. Your customers, therefore,should be treated as if the life of your business depended on them - which it does!

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Importance of the customer satisfaction:The importance of customer satisfaction is apparent when you realize that, withoutcustomers, you don't have a business. A single unsatisfied customer can send morebusiness away from your company than 10 satisfied customers. The more you focus oncustomer retention and customer support, the more long-term business you'll get. It'sworth it to focus on customer satisfaction strategies, no matter how large or small your

company is.Understanding the needs of the customer the critical:Business relationship, just like any other relationship, relies on both people getting theirneeds met. No matter what type of business you are in, all customers want the samething. They want to feel welcomed and appreciated by you and your staff. They don'twant to get the impression that they are just being used by you for money. Smallinteractions like "Thank you" and a nice smile can go a long way toward customersatisfaction.

2. Makesure your employees operates with same principle:A big part of customer satisfaction is reliability. If customers come to expect a certain

mode of behaviour from you and your employees, you should deliver it to them eachand every time. Customers want to be able to rely on you. They expect consistentdelivery times (if applicable) and support. By training your employees to treat allcustomers with the same respect, your customers will all have the same experiencewith your company, which will increase customer satisfaction.

3. Be honest when you dont meet expectation:Customer satisfaction is at its most important when something goes wrong in the chainof delivery. Whether a customer was double charged or didn't receive what she ordered,your employees need to handle the situation with the utmost care. Your employeeshould apologize and take steps to rectify the situation. The phrase "the customer isalways right" is at the core of a good customer satisfaction strategy. It doesn't matter

whether or not the customer misread the instructions or made the mistake; youremployee should take steps to make the customer happy.

4. Customer satisfaction is the foundation of a god business:Satisfied customers will make a great foundation for return business, and they may alsobring in their friends and associates. Remember that customers are the heart of anybusiness. Keep them satisfied, and encourage them to tell their friends about theirexperiences with your business.

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24

MEASURING CUSTOMER SATISFACTION:Organizations are increasingly interesting in retaining existing customers while

targeting non-customers measuring customer satisfaction provides an indication of howsuccessful the organization is at providing products and/or services to the marketplace.

Customer satisfaction is an ambiguous and abstract concept and the actual

manifestation of the state of satisfaction will vary from person to person and

product/service to product/service. The state of satisfaction depends on a number of

both psychological and physical variables which correlate with satisfaction can also vary

depending on other options the customer may have and other products against which

the customer can compare the organizations products.

Important to measures customer satisfaction:While is it is critical to be in sync with the overall business objectives of theorganization, it is also critical to be in tune with information requirements of users, andthe value they find in services provided by the info center. In order to be perceived asintegral assets to their organizations, most information professionals are concerned withexpanding their activities, and serving more customers better. Building on a loyalcustomer or user base is the best and easiest way to grow your business. Just ascompanies find it costs approximately five times more to acquire new customers than itcosts to keep a customer, Info Centers will find it most cost effective to grow by building

on the services now provided to loyal, committed customers. To continue earning thatcustomer loyalty, information professionals must keep tabs on the satisfaction levelsand perceptions of value held by Info Center users. Strategies to develop the newbusiness should always be balanced by strategies to retain existing business and ensureongoing satisfaction of existing customers. There is an also real bottomline reason formeasuring customer satisfaction. Positive results from customer satisfactions studieswill make a strong statement in support of continued funding for Info Center activities.

25Tools for measuring customer satisfaction:1. Complain and suggestion system:

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A customer-centered organization makes it easy for customers to register suggestionsand complaints. Companies also using web sites and e-mail for quick, two-waycommunication.

2. Customer satisfaction survey:Responsive companies measure customer satisfaction directly by conducting periodicsurveys.

3. Ghost shopping:Companies can hire people to pose as potential buyers to report on strong and weakpoints experienced in buying the companys and competitors products. These shopperscan even test the companys sales personnel handle various situations.

4. Lost customer analysis:Companies should contact customers who have stopped buying or who have switchedto another supplier to learn why this happened.

5. Focus group:Focus groups can be held on an informal or formal basis. On an informal basis, considerhaving a group of users meet for coffee or lunch to discuss their satisfaction withservices being evaluated. On a more formal basis, a facilitator with experience inleading focus groups can work with personnel to plan questions and activities to elicitperception of value and satisfaction from participants.

6. Customer satisfaction sur vey:Study show that although customers are dissatisfied with one out of every fourpurchases, less than five percent of dissatisfied customers will complain. Mostcustomers will buy less or switch to other supplier. Complaint levels are thus not goodmeasure of customer satisfactions responsive companies measure customersSatisfaction directly by conducting periodic survey. They send questionnaire or maketelephonic calls to a random sample of recent customers. They also solicit burger viewson there competition performance. Which collecting customer satisfaction data it is alsouseful to asked additional question to measure repurpose intention this will normally behigh.

26

It is also useful to measure likelihood or willingness to recommend the company andbrand to others. A high positive word of mouth score indicate that the com. customerany is producing high customer satisfaction. Customer satisfaction helps the companyin knowing the wants, needs and expectation of customer. It also helps to collectfeedback about product. This will assist company in new product development.

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27

Customer services:Customer service is the provision ofservice to customers before, during and after a

purchase.

According to Jamier L. Scott. (2002), Customer service is a series of activities designed

to enhance the level of customer satisfaction that is, the feeling that a product or

service has met the customer expectation."

Its importance varies by product, industry and customer; defective or broken

merchandise can be exchanged, often only with a receipt and within a specified time

frame. Retail stores will often have a desk or counter devoted to dealing with returns,

exchanges and complaints, or will perform related functions at the point of sale.

Customer service may be provided by a person (e.g., sales and service representative),
http://en.wikipedia.org/wiki/Service_(economics)%20%5C%20Service%20(economics)http://en.wikipedia.org/wiki/Customer%20%5C%20Customerhttp://en.wikipedia.org/wiki/Customer%20%5C%20Customerhttp://en.wikipedia.org/wiki/Service_(economics)%20%5C%20Service%20(economics)

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or by automated means called self-service. Examples of self service are Internet sites.

However, In the Internet era, a challenge has been to maintain and/or enhance the

personal experience while making use of the efficiencies of online commerce. Writing

in Fast Company, entrepreneur and customer systems innovator Micah Solomon has

made the point that "Online customers are literally invisible to you (and you to them),

so it's easy to short change them emotionally. But this lack of visual and tactile

presence makes it even more crucial to create a sense of personal, human-to-human

connection in the online area."

Customer service is normally an integral part of a companys customer value

proposition. In their book Rules to Break and Laws to Follow, Don Peppers and Martha

Rogers, Ph.D. write that "customers have memories. They will remember you, whether

you remember them or not." Further, "customer trust can be destroyed at once by a

major service problem, or it can be undermined one day at a time, with a thousand

small demonstrations of incompetence."

From the point of view of an overall sales process engineering effort, customer service

plays an important role in an organization's ability to generate income and

revenue. From that perspective, customer service should be included as part of an

overall approach to systematic improvement.

Some have argued that the quality and level of customer service has decreased in

recent years, and that this can be attributed to a lack of support or understanding at the

executive and middle management levels of a corporation and/or a customer servicepolicy.

28

"Service system" is a term very frequently used in the service management, service

operations, services marketing, service engineering, and service design literature. While

the term frequently appears, it is rarely defined. Given the growing importance of this

term in the literature, this entry begins to organize historical usages, examples, and

inferred definitions. A service system worldview is a system of systems that interact via

value propositions. or customer satisfaction levels, and other KPIs. A service

system (or customer service system, CSS) is a configuration of technology and

organizational networks designed to deliver services that satisfy the needs, wants, or

aspirations of customers.
http://en.wikipedia.org/wiki/Fast_Company_(magazine)%20%5C%20Fast%20Company%20(magazine)http://en.wikipedia.org/wiki/Customer_value_proposition%20%5C%20Customer%20value%20propositionhttp://en.wikipedia.org/wiki/Customer_value_proposition%20%5C%20Customer%20value%20propositionhttp://en.wikipedia.org/wiki/Sales_process_engineering%20%5C%20Sales%20process%20engineeringhttp://en.wikipedia.org/wiki/Service_management%20%5C%20Service%20managementhttp://en.wikipedia.org/wiki/Services_marketing%20%5C%20Services%20marketinghttp://en.wikipedia.org/wiki/Service_design%20%5C%20Service%20designhttp://en.wikipedia.org/wiki/System_of_systems%20%5C%20System%20of%20systemshttp://en.wikipedia.org/wiki/Service_(economics)%20%5C%20Service%20(economics)http://en.wikipedia.org/wiki/Fast_Company_(magazine)%20%5C%20Fast%20Company%20(magazine)http://en.wikipedia.org/wiki/Customer_value_proposition%20%5C%20Customer%20value%20propositionhttp://en.wikipedia.org/wiki/Customer_value_proposition%20%5C%20Customer%20value%20propositionhttp://en.wikipedia.org/wiki/Sales_process_engineering%20%5C%20Sales%20process%20engineeringhttp://en.wikipedia.org/wiki/Service_management%20%5C%20Service%20managementhttp://en.wikipedia.org/wiki/Services_marketing%20%5C%20Services%20marketinghttp://en.wikipedia.org/wiki/Service_design%20%5C%20Service%20designhttp://en.wikipedia.org/wiki/System_of_systems%20%5C%20System%20of%20systemshttp://en.wikipedia.org/wiki/Service_(economics)%20%5C%20Service%20(economics)

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29

8 Rules for good customer services:Good Customer Service Made Simple

Good customer service is the lifeblood of any business. You can offer promotions andslash prices to bring in as many new customers as you want, but unless you can getsome of those customers to come back, your business won't be profitable for long. Goodcustomer service is all about bringing customers back. And about sending them awayhappy - happy enough to pass positive feedback about your business along to others,who may then try the product or service you offer for themselves and in their turnbecome repeat customers. If you're a good salesperson, you can sell anything toanyone once. But it will be your approach to customer service that determines whetheror not youll ever be able to sell that person anything else. The essence of good

customer service is forming a relationship with customers a relationship that thatindividual customer feels that he would like to pursue. How do you go about formingsuch a relationship? By remembering the one true secret of good customer service andacting accordingly; "You will be judged by what you do, not what you say." I know thisverges on the kind of statement that's often seen on a sampler, but providing good

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customer service IS a simple thing. If you truly want to have good customer service, allyou have to do is ensure that your business consistently does these things:

1.Answer your phone: Get call forwarding. Or an answering service. Hire staffifyou need to. But make sure that someone is picking up the phone when someone

calls your business. (Notice I say "someone". People who call want to talk to a liveperson, not a fake "recorded robot".) For more on answering the phone, see PhoneAnswering Tips to Win Business.

2. Dont make promise unless you keep them: Not plan to keep them. Willkeep them. Reliability is one of the keys to any good relationship, and good customerservice is no exception. If you say, Your new bedroom furniture will be delivered onTuesday, make sure it is delivered on Tuesday. Otherwise, don't say it. The same rule

applies to client appointments, deadlines, etc.. Think before you give any promise -because nothing annoys customers more than a broken one.

30

4.

Listen to yours customer: Is there anything more exasperating than tellingsomeone what you want or what your problem is and then discovering that that personhasn't been paying attention and needs to have it explained again? From a customer'spoint of view, I doubt it. Can the sales pitches and the product babble. Let yourcustomer talk and show him that you are listening by making the appropriateresponses, such as suggesting how to solve the problem.

4. Deal with complaints: No one likes hearing complaints, and many of us havedeveloped a reflex shrug, saying, "You can't please all the people all the time". Maybenot, but if you give the complaint your attention, you may be able to please this oneperson this one time - and position your business to reap the benefits of good customerservice.

5. Be helpful even if thers no immediate profit in it : The other day Ipopped into a local watch shop because I had lost the small piece that clips the piecesof my watch band together. When I explained the problem, the proprietor said that he

thought he might have one lying around. He found it, attached it to my watch band and charged me nothing! Where do you think I'll go when I need a new watch band oreven a new watch? And how many people do you think I've told this story to?
http://sbinfocanada.about.com/od/humanresources/a/hiringemployees.htmhttp://sbinfocanada.about.com/cs/management/qt/telephonetips.htmhttp://sbinfocanada.about.com/cs/management/qt/telephonetips.htmhttp://sbinfocanada.about.com/od/humanresources/a/hiringemployees.htmhttp://sbinfocanada.about.com/cs/management/qt/telephonetips.htmhttp://sbinfocanada.about.com/cs/management/qt/telephonetips.htm

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6. Train your staff to be always helpful, courteous and knowledge:Do it yourself or hire someone to train them. Talk to them about good customer serviceand what it is (and isn't) regularly. Most importantly, give every member of your staffenough information and power to make those small customer-pleasing decisions, so henever has to say, "I don't know, but so-and-so will be back at..."

31

7. Take the extra step: For instance, if someone walks into your store and asksyou to help them find something, don't just say, "It's in Aisle 3". Lead the customer tothe item. Better yet, wait and see if he has questions about it, or further needs.Whatever the extra step may be, if you want to provide good customer service, take it.They may not say so to you, but people notice when people make an extra effort andwill tell other people.

8. Throw in something extra: Whether it's a coupon for a future discount,additional information on how to use the product, or a genuine smile, people love to getmore than they thought they were getting. And dont think that a gesture has to belarge to be effective. The local art framer that we use attaches a package of picturehangers to every picture he frames. A small thing, but so appreciated. If you applythese eight simple rules consistently, your business will become known for its goodcustomer service. And the best part? The irony of good customer service is that overtime it will bring in more new customers than promotions and price slashing ever did!

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32

CHAPTER- 4DATA ANALYSIS AND INTERPRETATION

TABULATION, ANALYSIS AND INTERPRETATION

33

Process of customer satisfaction in Honda two wheeler:Honda using different process for satisfying of the customer as following are:

Customer entering:A customer who want to purchase a Honda bikes he first enter to Honda agencies anddiscuss with sale executor or another executor and meet with them.

2. Details:

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After customer meeting with dealers they showing the all details of particular bikeswhatever they want such as mileage, quality, pick up etc. all there advantages.

3. Colour specification:After choosing a bikes by a customer a sales executive showing different colours of aparticular bikes and choose a particular colour of bikes and fixed to them.

4. Sales:Choosing a particular bikes by a customer a sales executive fixed a bike of them sale

with cash, cheque, etc. for their satisfaction and better services for customer asfollowing are:

cash:Honda two wheeler agencies providing cash system as direct cash. A customer whohave cash money he can pay at cash counter and takes bike happily.

Cheque:Agencies takes cheque or providing cheque facilities as account base of the customer.A customer can pay their amount through cheque mode.

Finance:Finance system are also providing by the company for purchasing of customer. A

customer can finance of amount for purchasing of bikes which is provided by theagencies. There are different types of financer are available there such as ALF, SHRIRAM FINANCER, FALL EARTEN.Demonstration and services provided by Vishal Honda two wheeler agencies atdifferent areas as following are:Basant melaSBI chunchuniUrga chowkNTPC chowk

34Table No- 1

SALES VOLUME OF SOME HONDA BIKES IN YEAR OF 2007 AND GRAPHICAL ANALYSIS:2007

S.NO. BIKES NAME TOTAL SALES PERCENTAGES

1. HONDA ACTIVA 500/1000 50

2. HONDA SHINE 550/1000 55

3. HONDA DIO 20/100 20

4. HONDA UNICORN 100/500 20

TOTAL 1170/2600 45

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INTERPRETATION:50% Of sales volume of Honda activa target is 1000 with 50% and same in Honda shinewith 55%. Honda dio sales volume is 20% is very low and final unicorn is 20% of salesvolume. Then total sales volume in 2007 is 45%.

35Table No- 2

SALES VOLUME OF HONDA BIKES IN YEAR OF 2008 AND GRAPHICAL ANALYSIS:

2008S.NO. BIKES NAME TOTAL SALES PERCENTAGES


2. HONDA SHINE 600/1000 60

3. HONDA DIO 10/50 20


TOTAL 1510/2850 52.98

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INTERPRETATION:In the year of 2008 sales of active is 70% and same in Honda shine with 60%. Honda diosales volume is 20% and final unicorn is 25% of sales volume. Then total sales volumein 2008 is 52.98%.

36Table No- 3

SALES VOLUME OF HONDA BIKES IN YEAR OF 2009 AND GRAPHICAL ANALYSIS:2009



2. HONDA SHINE 500/1000 50

3. HONDA DIO 10/50 20


TOTAL 760/2850 26.67

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INTERPRETATION:In the year of 2009 sales of active sales volume is 5% and Honda shine with 50%.Honda dio is again low with 20% and final unicorn is 25% of sales volume. Then totalsales volume of company bikes in 2009 is 26.67%.

37Table No- 4

SALES VOLUME OF HONDA BIKES IN YEAR OF 2010 AND GRAPHICAL ANALYSIS2010



2. HONDA SHINE 700/1000 70

3. HONDA DIO 30/100 30


TOTAL 1570/2600 60.35

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INTERPRETATION:In the year of 2010 sales of active sales volume is hiked with 72% and Honda shine with70%. Next Honda dio increased with 30% and unicorn is 24% of sales volume. Thentotal sales volume of company bikes in 20010 is 60.35%.

38Q.1H o w w o u l d y o u r a t e H o n d a p v t . L t d . S e r v i c e ?1 . E x c e l l e n t 2 . G o o d 3 . Fa i r 4 . P o o r

Table No- 1

OPTION NO.OF RESPONDENTS PERCENTAGESEXCELLEN 35 70

GOOD 10 20FAIR 4 8

POOR 1 2TOTAL 50 100

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INTERPRETATION:70 % o f t he cus tomer responded tha t the ir ove ra ll exper ience i sexce l lent and 20% says i t i s good. 8% of the customer says i t i s fa i rand f inal 2% is not satisf ied so they said that service i s poor.

3 9Q.2 Which one of the fol lowing factors inf luence you most while takingthe decision?1. Pr ice 2. Service 3. Advert isement 4. Cant say

Tabl e No- 2

INTERPRETATION:50% of the customer are inf luenced by pr ice for taking decis ion. 30%cu st ome r re sp on de d t ha t s erv ic e of t he a ff ec t t he m. Nex t 1 4%

cu st ome r a re i nf lu en ce d b y a dv er ti se me nt a nd f ina l 6% of t hecustomer cant say any thing about this.

OPTION NO.OF RESPONDENTS PERCENTAGESPRICE 25 50

SERVICE 15 30

ADVERTIESMENT 7 14

CANT SAY 3 6TOTAL 50 100

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4 0Q.3 Which types of Honda bikes do you l ike most ?1. Family bikes 2. Sports bikes 3. Both 4. Cant say

Tabl e No- 3

INTERPRETATION:80% of th e c us tomer wa nt f ami ly bi ke s a nd n ex t 1 0% c us tome rresponded that we want sports b ikes. Next 8% customer are need both

types of bikes and f inal 2% cust omer cant say about choose of bikes.

4 1Q.4 What is the t ime taken to attend your complain ?1. Few hours 2. One day 3. two days 4. More than one day

Table No- 4

OPTION NO.OF RESPONDENTS PERCENTAGESFAMILY BIKES 40 80SPORTS BIKES 5 10

BOTH 4 8


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INTERPRETATION:60% of the cust omer resp onded tha t they take f ew hour s f orcomplaints . Next 30%customer says one days and 6% customer saysmore than one days and f inal 4% customer says they take two days forattending the complaints.

4 2Q. 5 Whether service charged being levied ?

1. High cost 2. Reasonable 3. Low cost 4. Cant say

Tabl e No- 5

OPTION NO.OF RESPONDENTS PERCENTAGESFEW HOURS 30 60

ONE DAY 15 30

TWO DAYS 3 6

MORE THAN TWO DAYS 2 4

TOTAL 50 100

OPTION NO.OF RESPONDENTS PERCENTAGESHIGH COST 5 10

REASONABLE 20 40

LOW COST 15 30

CANT SAY 10 20

TOTAL 50 100

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INTERPRETATION:10% of the customer said that service charges le ived high cost . Next40% says this charges are acceptabl e or reasonable and 30% customersays i t i s a l ow cos t and f inal 20% cus tomer can t say about thi sservice charges.

4 3Q.6 What are your option on price of the Honda bikes ?1. Very high 2. High 3. Reasonable 4. low

Tabl e No- 6

OPTION NO.OF RESPONDENTS PERCENTAGESVERY HIGH 23 46

HIGH 15 30

REASONABLE 12 24

LOW - -TOTAL 50 100

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INTERPRETATION:

46% Customer opinion towards pr ice is very high. Next 30% customerare sa id h igh and 24% customer says b ikes pr ice are acceptable orreasonable but no one said about company bikes price.

4 4Q. 7 Does company webs i te prov ide the k ind of in format ion that youneed?1. Excellent 2. Good 3. Satisf ied 4. Dissatisf ied

Tabl e No- 7

INTERPRETATI:

50% of the customer responded that company providing information isexce llent . Next 40% cus tomer says good. Next 10% customer are

sa ti sf ie d o f th is i nf orma ti on an d n o on e s ay d is sa ti sf ie d a bo utproviding information.

OPTION NO.OF RESPONDENTS PERCENTAGESEXCELLENT 25 50

GOOD 20 40SATISFIED 5 10

DISSATISFIED - -TOTAL 50 100

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4 5Q.8 Which advert isement media is attracted to you most ?1. Journals 2. News letter 3. Own websites 4. B2B portals

Tabl e No- 8

INTERPRETATION:

24% cus tomer responded that they are a t tracted through journalmedia. Next 26% says news le t ter and 22% customer says companywebsites and f inal 28% are attracted by b2b portals.

OPTION NO.OF RESPONDENTS PERCENTAGESJOURNALS 12 24

NEWS LETTER 13 26

OWN WEBSITES 11 22

B2B PORTALS 14 28TOTAL 50 100

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4 6Q.9 Does company adopt new technology for i mportant services ?1.Yes 2. No 3. Cant say

Tabl e No- 9

INTERPRETATION:74% of the cus tomer says yes adopting new technology for bet terserv ices and 20% customer says no and f ina l 6%customer cant sayabout this service.

4 7Q.10 What is your opinion towards safety and comfort ?1. Satisf ied 2. Extremely satisf ied 3. neither satisf ied & dissatisf ied4. Dissatisf ied

Tabl e No - 1 0

OPTION NO.OF RESPONDENTS PERCENTAGESYES 37 74NO 10 20

CANT S AY 3 6

TOTAL 50 100

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INTERPRETATION:

46% Customer are complete satisf ied towards safety and comforts.Next 24% customer are extremely satisf ied and 20% customer neithersatisf ied or dissatisf i ed and 10% customer are dissatisf ied towardsbikes safety and comforts.

4 8Q.11 What is your option towards Honda bikes design ?1. Extremely satisf ied 2. Satisf ied 3. Neutral 4. Dissatisf ied

Table NO- 11

OPTION NO.OF RESPONDENTS PERCENTAGESSATIESFIED 23 46

EXTREMELY SATISFIED 12 24

NEITHER SATIESFIED ORDISSATIESFIED

10 20

DISSATIESFIED 5 10TOTAL 50 100

OPTION NO.OF RESPONDENTS PERCENTAGESEXTREMELY SATIESFIED 10 20

SATIESFIED 20 40

NEUTRAL 14 28

DISSATIESFIED 6 12TOTAL 50 100

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INTERPRETATION:

20% of the customer responded that they are extremely satisf ied. Next40% customer says they are satisf ied. 28% customer are assit ies andfinal 20% are dissatisf ied of Honda bikes design.

4 9Q.12 Do you think that behaviour of retai ler affect thecustomer satisfaction ?1. Yes 2. No 3. cant say

Tabl e No - 12


CANT S AY 5 10

TOTAL 50 100

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INERPRETATION:

60% Customer says behaviour of retai ler aff ects the customersatisfaction and 30% customer says no affect to us and f inal 10%customer cant say any thing.

5 0Q.13 Are you aware about Honda pvt. Ltd. Services ?1. Yes 2.No 3.Can t say

Tabl e No - 13

INTERPRETATION:

50% Of the customer says that they are aware about Honda servicesand 40% customer says no idea about this and f inal 10% customercant say any thing.


CANT S AY

5 10

TOTAL 50 100

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5 1Q. 14 Do you have any gap be tween service expected and se rvicedelivered ?1. Yes 2.No 3. Cant say

Tabl e No - 14

INTERPRETATION:

20% Of the customer responded that serv ice expected and servicedel iver and f inal 80% of the customer says there is no gap between of them and no one say any thing.

5 2

OPTION NO.OF RESPONDENTS PERCENTAGESYES 310 20

NO 40 80CANT S AY - -

TOTAL 50 100

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Q.15 Handling of complaints cal l is ?1. Good 2. Fair 3. Poor 4. Cant say

Table NO- 15

INTERPRETATION:

40% Of the customer responded that their over al l experience is good.Next 30% says i t is fa ir and next 10% says i t is poor and f inal 20% isnot say any thing.

5 3

OPTION NO.OF RESPONDENTS PERCENTAGESGOOD 20 40

FAIR 15 30POOR 5 10


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CHAPTER- 5

RECOMMENDATION AND CONCLUSION

1.Problem2.Suggest ion3.Conclusion

54PROBLEM

1. On the bases of data analysis and interpretation researcher has reached tothe finding of the study which are follow as:2. Inconvenience in the collection of all relevant data.3. It needs consistent guidelines.4. It is very expensive.5. Unable to understand the strategies and of regarding company.6. Limitation of information.7. Due to the lack of the grip in the language used in the project.8. The next problem is the lack of proper studies regarding institution.

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5 5S UGGE S T ION

The da ta col lec ti on t hrough vari ous s ource a re of l essresemblance, so the data col lected must be analyzed so thattheir degree of truth can be known.

Some i tem i t may be d i ff i cu l t to obtain cons is tent guidel inefrom the teacher as wel l as f rom the manager of theregarding organisat ion(agencies) due to their engagement invarious programme.

Since student have to reach to the manager and to the teachersat a part icular t ime and date which is al lotted to them.

Since of the locat ion of the agenc ies is fur ther away f rom thehome town then there is no increments in the cost duo to thevisit of that a inst itute stay and travel there.

The re i s l ack o f i nformation due to the information in thecompany broachers due to unab le to books recording thetopics.

I n th is probl em th e c ompa ny b roa cher s a nd i nf orma ti on

avai lable in the internet. Thus i t may leads to thepresentation of incorrect data in the project.

The next problem is the location of the company at the far placefor the home. Th is is the one of important factor that af fectthe degree of col lect ion data.

The next one i s the lack o f the gr ip in the language used tocomplete the p ro ject . Thi s p roblem can be solved by theusing language In which the grip o f the candidates i s themost.

The nex t probl em i s t he l ack of proper stud y rega rdi nginst i tution. This may leads to the presentation of wrong facts

and data of the pro ject th is problem can be cured throughpopped study of the matter available and incase of any doubtit must be cleared.

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56CONCLUSION

From the survey it can be concluded that Honda two wheeler company hasalways been trusted with quality and styles. The company believes that stylingwill constitute to earth new potential for sales from new segments.

Honda two wheeler company is a reliable partnerproviding customer with quality product through an e- sales portal sites andinformation exchanges. Today the consumer needs every thing in their bikeslikes power, look and style, mileage and riding comfort at an economic price.

Company always try to satisfy their customer and providing better service timeto time. customer needs good quality, mileage, pick up and family pack bikesthen company tries to make this types of bikes. To know the satisfaction levelthey use different techniques such as questionnaires, test marketing, telephonicinterview and providing service in different areas as a campaign, demonstrationetc.

5 7

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APPENDIXSchedule

Bibl iography

5 8S C H E D U L E A N A LY S I S

Study of Customer Satisfaction and Services [special reference with Honda two wheeler agenci es korba

(C.G.)]

Name- ---------------------Post - - ---------- -----------E l ig ibi l i ty- - - - - - - - - - - - - - - - - - - - - - -Department- ---------------------

(Gett ing knowledge by you is only use for study)1.How would you rate Honda pvt. Ltd. Service?1. EXCELLENT 2. SERVICE 3. ADVERTIESMENT 4. CANTSAY

Q.2 Which one of the fol lowing factors inf luence you most while takingthe decision?1. Pr ice 2. Service 3. Advert isement 4. Cant say

Q.3 Which types of Honda bikes do you l ike most ?1. Family bikes 2. Sports bikes 3. Both 4. Cant say

Q.4 What is the t ime taken to attend your complain ?1. Few hours 2. One day 3. two days 4. More than one day

Q. 5 Whether service charged being levied ?1. High cost 2. Reasonable 3. Low cost 4. Cant say

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Q.6 What are your option on price of the Honda bikes ?1. Very high 2. High 3. Reasonable 4. Low

Q. 7 Does company webs i te prov ide the k ind of in format ion that youneed?1. Excellent 2. Good 3. Satisf ied 4. Dissatisf ied

Q.8 Which advert isement media is attracted to you most ?1. Journals 2. News letter 3. Own websites 4. B2B portals

5 9Q.9 Does company adopt new technology for i mportant services ?1.Yes 2. No 3. Cant sayQ.10 What is your opinion towards safety and comfort ?1. Satisf ied 2. Extremely satisf ied 3. neither satisf ied & dissatisf ied4. Dissatisf ied

Q.11 What is your option towards Honda bikes design ?1. Extremely satisf ied 2. Satisf ied 3. Neutral 4. Dissatisf ied

Q.12 Do you think that behaviour of retai ler affect thecustomer satisfaction ?1. Yes 2. No 3. cant say

Q.13 Are you aware about Honda pvt. Ltd. Services ?1. Yes 2.No 3.Can t say

Q.14 Do you have any gap between service expected and servicedelivered ?1. Yes 2.No 3. Cant say

Q.15 Handling of complaints cal l is ?1. Good 2. Fair 3. Poor 4. Cant say

Q.16 Behaviour of sales executer is ?1. Good 2. Fair 3. Poor 4.Cant say

Q.17 Do you to your Honda bikes?1. Yes 2. No

Q.18 Any suggestion for Honda two wheeler?1. Yes 2.No 3. Cant say

Q.19 Do you know dif ferent Honda bikes advantages anddisadvantages?1. Yes 2. No 3. Cant say

6 0Q.20 Whats the different between Honda and oth er bikes?1. Pr ice 2. Pick up 3. Average 4. Payment mode

Q.21 Do you l ike other companies bikes?

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1. Yes 2. No 3. Cant say

Q.22 Any special service for improved Honda service?1. Yes 2. No

Q.23 How do you come ac ross th is b rand name in your day to dayact iv it ies?1. Very often 2. Quite often 3. Seldom

Q.24 You know this brand name because?1. Of i t advantages 2. You are us ing i ts products and happy 3. Youareusing its product and are unhappy 4. Word of mouth

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BIUBLIGRAOHY

6 2B O O K S N A M E -CONUMER BEHAVIOUR, RAJU M.S. AND XARDEL DOMINIQUE, 2004

VIKAS PUBL ISHING HO USE PVT. LTDCONUMER BEHAVIOUR, LEON G. SCHIFFMAN AND LESLIE LAZAR

KANUK, 8T H ED. 2004,PRENTICE HALL.

I N T E R N E T :WWW. G OOGLE.CO MWWW. WIKKI PEDIA.COMWWW. HONDA2WHEELER.COM

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