satisfaction level

7/28/2019 satisfaction level

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A

Summer Training Report

On

Customer Feedback Especially for the Paid up Service

Submitted to

Shree M. H. Kadakia of Management & Computer Studies

In Partial Fulfilment of the Requirement of the Award for the Degree of MBA

(Gujarat Technological University)

Under the Guidance of

Mr. R. K. Mishra Mr. Harshesh Patel

General Manager of Anas Motorcrop Lecturer

Presented By

Rajdeep Sindha

Enrollment No.:- 11771092022

MBA Semester 2

Year: 2012

Shree M. H. Kadakia of Management & Computer Studies, Ankleshear.


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A

Project Report

On

"Customer Feedback Especially For The Paid up Service

In The Area of Marketing For

Submitted to

Shree M. H. Kadakia of Management & Computer Studies, Ankleshear.

Presented By

(Rajdeep Sindha)

MBA -SEMESTER II


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DECLARATION

I, RAJDEEPSINH P SINDHA, hereby declare that the project report on Market

Survey on Customer feedback analysis on free Service and specially for paid service at Anasmotors PVT LTD submitted to Gujarat Technological University. in partial fulfillment and

the requirement of Degree of Master of Business Administration (Marketing) Under guidance

of Mr. Harshesh Patel, Lecturer in marketing M.B.A. programmer, (Shri Manilal Harilal

Kadakia College of Management and Computer Study, Ankleshwar) and that it is not formed

the basis for award from any degree or similar title to any candidate of any collage Affiliated

to Gujarat Technological University.

Place: ANKLESHWAR RAJDEEPSINH.P.SINDHA

Date : __________ (F.Y.M.B.A., 2nd SEM)


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PREFACE

It is rightly said that experience is the best teacher. In order to achieve excellence in any field,

theoretical knowledge supplement with practical knowledge is necessary.

Among numerous interesting things, such practical training plays an important role in the

development student. As per the requirement & course curriculum of Master of Business

Administration, students are required to carry out a suitable project as per the specialization

adopted. The main objective of this training is imparting practical knowledge about business

practices.

I have opted for marketing & hence we, marketing students are required to study its various

aspects in real field. Marketing research is a function which links the customer & public to

the marketers through information. This information is used to identify & define marketingopportunities, problems & also to generate, refine & evaluate marketing option to be

undertaken by marketers.

The project is on Market survey on Customer feedback analysis on free Service and

specially for paid service at Anas motors PVT LTD which has been prepared for Anas

motors Pvt. Ltd, I have undergone this training in this firm for six weeks, which has helped

me a lot in getting practical experience by implementing theoretical knowledge gained at the

institute.

I once again thank everyones.

Name: RAJDEEPSINH P SINDHA.

Place: Ankleshwar.

ACKNOWLEDGEMENT


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I wish to thank-ANAS MOTORS PVT.LTD For giving me an opportunity to do

the project work for their company. Special thank to Mr. R.K Mishra from Anas motors

PVT.LTD, who guided me all throughout the completion of the work.

I would also like to give special thanks to my project guide, Mr. Harshesh Patel and

Dr. Nimesh Joshi without whose precious guidance this work could not have been completed.

At the same time, I will thank all those people, who always had the time to talk to me

and always added anew fact to my study. It is due to their help, moral support and guidance

that this training has been smooth in all situations.

Mr. RAJDEEPSINH P SINDHA.

M.B.A (MARKETING)

M.B.A (Sem-2nd)

Ankleshwar.

EXECUTIVE SUMMARY


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This Reserach Project report is made with an objective, CUSTOMAR FEEDBACK

ESPECIALLY FOR THE PAID UP SERVICE at Anas Motors Pvt Ltd.

Initial satge of the report emphases on the introduction of the organization, its history and its

market share. It specifies the reserach objective.

This reserach report includes the reserach methodology of the whole survey conducted for the

analysis and conclusion. It also covers the profitability aspect, and the companys growth

aspect in the world market.

This report will enable the reader to understand the customer feedback and Problem faced by

the customer with the paid up service.

INDEX


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SR NO. PARTICULARS PAGE NO.

CHAPTER 1 INTODUCTION 05-31

Introduction of industry

Introduction of company

CHAPTER 2 PRODUCT PROFILE 32-46

CHAPTER 3 LITERATURE REVIEW 47-52

CHAPTER 4 RESEARCH METHODOLOGY 53-57

Research objectives Research design

Data collection method

Data collection tool

Sampling plan

Research area

Project period

Limitation

Scope of study

CHAPTER 5 DATA ANALYSIS & INTERPRETATION 58-73

CHAPTER 6 FINDINGS 74-78

Conclusion

Recommendations

Bibliography &Webliography

CHAPTER 7 APPENDICES 79-81


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INTRODUCTION


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1.1INTRODUCTION OF INDUSTRIES

History of the motorcycle started at the time of invention of a wheel only but in true sense it

started from mid 1800 by using a steam power the brief history is as follows.

Mid 1800

Early cycles were simply sat on and Paddled with the riders feet, but by the mid-1800s

pedals started to appear. In 1869 the American roper steam powered cycle appeared, driven

by a Charcoal-fired, twin-cylinder engine. It arrived at roughly the same time as Frenchman L

G Perrier patented a similar machine. Whichever was first, 1869 has gone down in history as

the

Birth of the motorcycle, despite neither model managing to travel any useful distance or

protect the rider from burning steam early motorcycles were wooden framed with metal-

rimmed wooden wheels and rightly deserved the nickname boneshakers.


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1885

Despite the early steam-powered Inventions, many claim the true father of the motorcycle

was German inventor Gottlieb Daimler. His petrol-divan single Cylinder bike arrived in

1885- a wooden. Framed machine with the engine in the Middle beneath the saddle. The

machine actually had four wheels two smaller stabilizers were used to help the rider keep

the bike upright. With a top speed of just 12mph it wasnt massively quick, but given its

bone-shaking design that was probably more than fast enough. Inventing the first petrol-

driven motorcycle was one of many automotive firsts by Gottlieb Daimlerhe was also a

pioneer of the motor car and combustion engine.

Early 1900

At the end of the 1800s approached, motorcycle production was very much in the

experimental stage there was no money to be made in these primitive machines. In 1895,

however, count Albert de Dion and Georges Button revealed a new engine that would begin a

new era in motorcycling. The French inventors developed a reliable single cylinder engine

that could be fitted to a pedal cycle frame, would be motorcycle manufacturers were able to

make the motorcycle more widely available during the early 1900s.


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1983

Joint Collaboration Agreement with Honda Motor Co. Ltd. Japan signed

1984

The Company was incorporated on 19th January, at New Delhi. The Company Manufacture

motor cycles up to 100 cc capacity. The Company was promoted by Hero Cycles (P) Ltd.

(HCPL).

The Company entered into a technical-cum-financial collaboration agreement with Honda

Motor Co. Ltd., Japan (HML). As per this collaboration agreement, HML was to furnish

complete technical information and know-how and trade secrets and other relevant data.

Hero Honda CD-100 is the first four stroke motorcycle to be introduced in India in 100cc

range. Its most attractive features are fuel efficiency and its light weight. CD-100 will be

equipped Electronic ignition system, illuminated speedometer, 4 speed gear box, neutral and

flasher indicators, etc.

15 No. of equity shares subscribed for by the promoters, etc. In November, 119, 99,985 No.

of equity shares issued at par of which 71, 99,985 shares reserved for allotment as under:

(i) 31,19,998 shares to Hero Cycles (P) Ltd., Hero Investments (P)Ltd., and Bahadur Chand

Investments (P) Ltd.

(ii) 31, 20,000 shares to Honda Motor Co. Ltd., Japan and

(iii) 9, 59,987 shares to friends and association of promoters. Out of the balance 48, 00,000

shares, 2, 40,000 shares were reserved for subscription by the employees of the Company and

96,000 shares by business associates. The remaining 44, 64,000 shares were offered at Par

for public subscription during November.

1985

The Company embarked on its 2nd phase of expansion of increasing its Installed capacity

from 1, 20,000 to 1, 50,000 vehicles per annum by the addition of several critical aluminum

and steel components.

1986

- 36, 00,000 rights equity shares issued at par in prop. 3:10.

1987


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The Company offered 6, 00,000 - 15% secured redeemable non-convertibleDebentures of Rs

100 each for cash at par on rights basis in the proportion 1 debenture: 18 equity shares.

Another 3, 00, 000 - 15% debentures were allotted to retain oversubscription. The

debentures were to be redeemed at a premium of Rs 5 per debenture on the expiry of the 7th

year from the date of allotment of the debentures.

3, 75,000 rights equity shares issued at par in prop. 3:10.

1989

- The Company introduced a new model Sleek during July.

- 850 No. of equity shares forfeited.

1990

The Company was planning to launch a new model motor cycle-CD 100 SS Suitable to semi-

rural conditions. In the domestic market the Company was reported to have a market share of

46%.

850 forfeited shares reissued.

1994

The Company proposed to expand the capacity of existing plant at Dharuhera to 2, 40,000

nos. per annum. Another plant with an installed capacity of 1, 50,000 nos. per annum at

Gorgon Industrial Estate was being set up.

The Company issued 39, 79,500 bonus shares to the existing shareholders in the ratio of 1:4.

The Company also issued 28,557 numbers of fractional coupons representing 14,250 shares

against which shares shall be allotted to presenting the same for consolidation and allotment.

The Company's production and turnover increased to 1, 83,490 motorcycles and Rs.483.85

cores respectively due to growth in demand for two wheelers and declining inflation.

1995

14,420 bonus shares issued by way of consolidation of fractional coupons.

A new Technical Collaboration Agreement has been signed with Honda Motor Co. Ltd.,

Japan for period up to the year 2004 which includes technology related to models of higher

Engine displacement.

The Company allotted 39,79,500 No. of Equity Shares of Rs. 10/- each as Bonus shares on

7th February, by way of capitalization of General Reserves.

The Company had issued 28557 No. of Fractional Coupons representing 14.250 shares

against which the Shares shall be allotted on presenting the same for consolidation and

allotment.


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1997

Hero Honda Motors has launched its newest motorcycle, the Street, a 100 cc bike

designed for use in congested urban traffic conditions.

Hero Honda Motors Ltd (HHML) has set up a new motorcycle plant in Gorgon, near

Delhi for the manufacture of the Honda Super Cub 100 cc stepthro bike.

Hero Honda has set up a new state-of-the-art plant, heralding a new phase of development

of motorcycle industry in India, to provide the most modern and technologically advanced

production facilities.

Hero Motors of the Rs.1,600 corer Hero group, as part of its globalization plan, has set up

a plant in Brazil for manufacturing hero winner scooters.

A new step thru model `Street-100' with unique feature was launched on 24th January.

1998

The company proposes to increase the share capital to 5 crore equity shares of Rs. 10

each, 4 lakh cumulative redeemable preference shares of Rs. 100 each and 4 lakh cumulative

convertible preference shares of Rs. 100 each with power to increase or reduce it from time to

time.

The company further proposes to capitalize Rs. 19, 96, 87,500 from general reserve to

share capital through issue and allotment of bonus shares. Altogether, 1,99,68,750 fully paid

bonus shares will be allotted and distributed to members of the company holding equity

shares of the company in the proportion of one bonus share for every Fully paid equity shares

of Rs.10 each.

Motorcycles major Hero Honda is considering entry into scooters in collaboration with

partners, Honda Motors, after the Japanese company decided to walk out of Kinetic Honda,

their scooter venture with the Firodias of Pune.

Honda Motors recently pulled out of its joint venture with the Firodias in which it held a

51 per cent equity stake.

Honda Motor Company Ltd of Japan (Honda) and Kinetic Honda Motor Ltd (KHML)

have signed a five-year license and technical assistance agreement under which KHML will

continue to receive the technical knowhow, critical vehicle parts and access to Honda's

markets even after the sale of Honda stake in KHML to Kinetic Engineering Ltd (KEL).

The Company changed the paradigm in two-wheelers by launching the most powerful andfast bike- CBZ (ee) with a unique feature of Transient Power Fuel Control (TPEC) system.


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23,962,500 bonus shares issued in prop. 1:1.

1999

Hero Honda Motors Ltd (HHML) and 20th Century Finance Corporation LtdHave signed

a Memorandum of Understanding (MoU) for financing of Hero Honda motorcycles.

The company, a joint venture between Honda Motor Company of Japan and Hero group of

India to produce four-stroke motorcycles also aims to increase its share by 1 per cent to 38.6

per cent during the current fiscal.

Leading two-wheelers manufacturer Hero Motors has formed a joint venture with Briggs

Stratton of US to develop and manufacture four-stroke engines for mopeds and scooters in

India, a top company.

Honda Motor Company of Japan has decided to re-enter the scooter market in India as

also foray into three-wheelers in a joint initiative with its existing joint venture company

Hero Honda Motors Ltd.

2000

Hero Honda Motors Ltd. and Tata Finance Ltd. have signed anationaltie-up agreement.

The Company is the largest manufacturer of motorcycles in the country.The Company will

relaunch its step thru Stree Smart on Baisakhi13thApril.

Hero Honda Motors Ltd (HHML), has launched an upgraded version of the existing step-

through motorcycle - the Hero Honda Street.

The Company was ranked as the 9th Highest Value Creator among 12 industry groups

within the Bombay Stock Exchange top 100 companies over a five year period (1994-99).

2001

Hero Honda Motors Ltd. has launched a new 100cc motorcycle named `Passion'.

The Company has secured shareholders' approval for splitting one equity share of Rs 10

each into five equity shares of Rs 2 each in the ratio of 1:5.

Hero Honda Motors Ltd. has become the largest seller of motorcycles amongst all Honda

companies and ventures in the world by selling one million motorcycles during the current

financial year.

Credit rating Agency Crisis has reaffirmed outstanding `AAA' rating assigned to the

proposed Rs 15 crore non-convertible debenture issues, Rs 16 crore commercial paper

programmed and fixed deposit programmed of Hero Honda Motors.


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Promoter-Chairman of the countrys largest motorcycle manufacturing company, Hero

Honda Ltd, BrijmohanLall Munjal has bagged the prestigious Ernst & Young Entrepreneur of

the Year (EOY) award here on September 27.

2002

Company included in the 30 companies Bombay Stock Exchange index (Sensex)

Becomes the world's largest two wheeler company by selling 1.3 million vehicles in 2001

Japanese automaker Honda Motor for the first time decides to source motorcycles from its

Indian joint venture Hero Honda to sell as 'Honda' brand name in Vietnam.

Royalty to the Japanese parent, Honda Motor Co, hiked to Rs 630 per vehicle as compared

to the flat royalty of Rs 200 on existing models like Splendor and Passion.

Approves Foreign Institutional Investors (FIIs) to increase their stake from the present 24

per cent to 40 per cent.

Comes out as the most profitable two-wheeler company in the country during the trailing

four quarters by overtaking second-largest player, Bajaj Auto

Launches Ambition, a 133 cc 11 BHP vehicle

Unveils Smart, a 75 cc step-thru

Comes out with a free insurance scheme worth Rs 1,000 for all its bikes

Bajaj Auto goes ahead of Hero Honda in market capitalization (m-cap) growth in the last

fifteen months

2003

Achieves a landmark sales turnover of over Rs 5,000 crore during2002-03

Launches its cheapest 100cc motorbike 'CD Dawn'

Hikes production capacity at two of its manufacturing facilities to three lakh units

Hero Honda and SBI Cards launch co-branded credit card for Hero Honda's customers

Achieves milestone by producing five million bikes from its Dharuhera plant in Haryana

Launches its new 223-cc, 16.8 BHP Karizma at Rs 79,000

Joins hands with Small Industries Service Institute (SISI) to train the unemployed youth

who have finished diplomas

Initiates a new dealer credit system which will bring down its receivable levels to around

seven days and save the company Rs 100 crore

Introduces Passion Plus, new version of Passion motorcycle

Forges marketing pact with Aprilia, the Italian bike maker, to introduce its range of moto

scooters and top-end motorcycles in India

The company has bagged two Total Customer Satisfaction (TCS) Awards.


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Hero Honda Karizma bags BBC Bike of the Yr Award

2004

Hero Honda retreats Ambition

Hero Honda unveils new version of Ambition

Hero Honda's Dawn emerges as largest entry-level bike.

Hero Motors introduces 'Sting' new 4-stroke bike

Hero Motors has announced a licensing agreement with Austria-based Bombardier-Rotax

that will provide 125cc-175cc engines for the upcoming `Hero Aprilia' range of scooters.

Hero Honda renews alliance with Honda Motor

Two-wheeler major Hero Honda and SBI Card, the credit card arm of State Bank of India,

have joined hands to launch India's firstco-branded credit card in the two-wheeler industry

2005

New product launches widen HHML's product portfolio

Two-wheeler major Hero Honda on October 5 announced launch of its first scooter

'Pleasure'

Hero Honda rolls out 150-cc motorcycle Achiever

2006

Hero Honda launches CBZ variant X-treme

Hero Honda announced the launch of two new variants the new 'Glamour' and 'PassionPlus' limited edition.

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

achieved

2007

Hero Honda Motors Ltd. has appointed Mr. Yutaka Kudos as Director and Wholetime

Director of the Company in the category of Executive Director w.e.f. April 1, 2007.

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

New 'Splendor NXG' launched

New 'CD Deluxe' launched

New 'Passion Plus' launched

New motorcycle model 'Hunk' launched

20 million production milestones achieved

2008

Hero Honda Motors Ltd has informed that Mr. Arum NathMaira. Has been appointed as

an Additional Director in the category of Nonexecutive and Independent Director w.e.f.

December 20, 2008 by the Board of Directors by way of passing a resolution by circulation. Hero Honda Hardwar Plant inauguration


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New 'Pleasure' launched

Splendor NXG launched with power start feature

New motorcycle model 'Passion Pro' launched

New 'CBZ X-treme' launched

25 million production milestone achieved

CD Deluxe launched with power start feature

New 'Glamour' launched

New 'Glamour Fi' launched

2009

Hero Honda Motors Ltd has appointed Mr. Ravi Nath as an Additional Director in the

category of Non Executive and Independent Director W.e.f. October 14, 2009 by the Board

of Directors by way of passing a resolution by circulation on October 14, 2009.

Hunk' (Limited Edition) launched

Splendor completed 11 million production landmarks

New motorcycle model 'Karizma - ZMR' launched

Silver jubilee celebrations

2010

New Models of Hero Honda motorcycle Splendor Pro and New Hero Honda motorcycle

Hunkand New Hero Honda Motorcycle Super Splendor launched.

2011

New Models of Hero Honda motorcycles Glamour, Glamour FI, CBZ Extreme, and

Karizma launched. New licensing arrangement signed between Hero and Honda. August--

Hero and Honda part company, thus forming Hero Motocorp and Honda moving out of the

Hero Honda joint venture. November-- Hero launched its first ever Off Road Bike NamedHero "Impulse".
http://en.wikipedia.org/wiki/Hero_Honda_Hunkhttp://en.wikipedia.org/wiki/Hero_Honda_Hunkhttp://en.wikipedia.org/wiki/Hondahttp://en.wikipedia.org/wiki/Hondahttp://en.wikipedia.org/wiki/Hero_Honda_Hunkhttp://en.wikipedia.org/wiki/Hero_Honda_Hunk


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HISTORY OF HERO MOTOCORP LTD,

Hero is the brand name used by the Munjal brothers for their flagship company Hero

Cycles Ltd. A joint venture between the Hero Group and Honda Motor Company was

established in 1984 as the Hero Honda Motors Limited at Dharuhera India. Munjal family

and Honda group both own 26% stake in the Company. In 2010, it was reported that

Honda planned to sell its stake in the venture to the Munjal family.

During the 1980s, the company introduced motorcycles that were popular in India for their

fuel economy and low cost. A popular advertising campaign based on the slogan 'Fill it - Shut

it - Forget it' that emphasised the motorcycle's fuel efficiency helped the company grow at a

double-digit pace since inception. The technology in the bikes of Hero Honda for almost 26

years (19842010) has come from the Japanese counterpart Honda.

The company has a stated aim of achieving revenues of $10 billion and volumes of 10 million

two-wheelers by 2016-17. This in conjunction with new countries where they can now

market their two-wheelers following the disengagement from Honda, Hero MotoCorp hopes

to achieve 10 per cent of their revenues from international markets, and they expected to

launch sales in Nigeria by end-2011 or early-2012. In addition, to cope with the new demand

over the coming half decade, the company was going to build their fourth factory in South

India and their fifth factory in Western India. There is no confirmation where the factories

would be built.
http://en.wikipedia.org/wiki/Dharuherahttp://en.wikipedia.org/wiki/Hondahttp://en.wikipedia.org/wiki/Hero_Honda_Splithttp://en.wikipedia.org/wiki/Hondahttp://en.wikipedia.org/wiki/Hondahttp://en.wikipedia.org/wiki/Hero_Honda_Splithttp://en.wikipedia.org/wiki/Hondahttp://en.wikipedia.org/wiki/Dharuhera


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(A) LATEST MARKET SHARE:

PARTICULERSALES(UNITS)

JAN-12 JAN-11

HERO 523465 472055

BAJAJ 223526 275622

TVS 177412 172061

HMIS 103203 129110

SUZUKI 75129 78598

YAMAHA 27050 28597

TOTAL 1129785 1156043


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Here the seen chart in two years of sales unit are here 2011 and 2012 in how many

company have capture The market share in january2011 and 2012 two year in

comparison to hero, Bajaj ,TVs, HIMS, Suzuki, and Yamaha. The highest the hero company has capture the market &523465 unit sales the in

2012.total Growth 51410 in compare the 2011. Bajaj has compare the 2011 And 2012 in

20948 unit is low sales in compare to 2012. And TVs increase the 5351 Units, HIMS

decrease the sales units 25907, SuZuki and Yamaha are no more decreasing to compare

the 2011.

523465

296570

177412

103203

75129

27050

472055

275622

172061

129110

78598

28597

0

100000

200000

300000

400000

500000

600000

HERO BAJAJ TVS HMIS SUZUKI YAMAHA

Jan-12

Jan-11


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Hero motocorp sold 523465 units in January 2012 (Up by 50% over last year) India'smotorcycle maker Hero Honda said that its sales increased 50 percent at 523465 units during

January 2011 as against 472055 during the same period of 2011.

"Our strong sales for January have provided an excellent start to the new year and also helped

continue the sales momentum of the last calendar year," said Anil Dua, senior vice president

(marketing and sales) Hero Honda Motors, in a statement. "This is the ninth consecutive

month of four lakh-plus sales, coming on the back of five-lakh plus sales each in October and

December 2011," he added. The cumulative sales of the company in the financial year so far -

April 2011 to January 2012 - increased 16 percent at 44,14,537 units as compared to

38,03,396 units over the corresponding period.


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Bajaj Auto sold 223526 units of two-wheelers in January 2011 (Up by 15% over last

year)

Bajaj Auto today reported a 15 per cent jump in sales during January, 2011, driven by smart

growth in demand for the company's popular Pulsar and Discover motorcycle models.

In the motorcycles segment, the company sold 223526 units in January, 2012, a 15 per cent

decrease from units in the same month of the previous year, it said. Furthermore, Bajaj Auto's

commercial vehicle sales decrease by 15 per cent to 223526 units in January, 2012, from

275622 units in the year-ago period. In addition, the company witnessed a 44 per cent decline

in exports during the month. The company sold 103,526 units in overseas markets in January,

2012, as against 27562 units in the same month of the previous year.


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TVS Motor sold 177412 units of two-wheelers in January 2012 (Up by 21% over last

year)

Chennai-based TVS Motor Company has reported its two-wheeler sales increased by 21 per

cent in January, 2011, to 177412 units, compared to 172061 units in the same month of theprevious year, it added.

Motorcycle sales of the company rose by 21per cent in January this year to 67,721 units from

54,698 units in the year-ago period, it said. Scooter sales grew by 30 per cent in January,

2012, to 40,736 units, as against 25,509 units in the same month last year. Domestic two-

wheeler sales in January, 2012, stood at 177412 units, up 30 per cent in comparison to

172061 units in the same month of 2011. The company said two-wheeler exports rose to

19,498 units during the month from 16,074 units in January, 2011. Three-wheeler sales also

saw a two-fold increase to 3,427 units last month from 1,710 units in the same month of

2011, the statement added.


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Honda Motorcycle & Scooter India has sold 103203 units of two-wheelers in January2012 (down by 9% over last year)

Two-wheeler manufacturer Honda Motorcycle & Scooter India (HMSI) today reported an

8.89 per cent decline in sales at 129110units in January 2011. The company's total sales stood

at units in the corresponding month of the previous year, HMSI said in a statement.

Motorcycle sales jumped 22.06 per cent to 58,365 units in January this year as against

103203units in January 2010, it added. The company reported a marginal decline in scooter

sales to 70,745 units in the last month compared to 70,756 units a year ago during the same

month.


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Suzuki Motorcycle India has sold 75129units of two-wheelers in January 2012 (downby

8% over last year)

Two-wheeler maker Suzuki Motorcycle India today reported 8 per cent decline in January

sales to 75129units. In the same month last year, the company had sold 78598 units, Suzuki

Motorcycle India (SMI) said in a statement.

A subsidiary of Suzuki Motor Corporation of Japan, Suzuki Motorcycle India has scooter and

motorcycle models like Access 125, SlingShot, GS150R, Hayabusa 1300 and Bandit 1250S

in its portfolio.


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Yamaha India sold 27050 units of two-wheelers in January 2012 (down by 8% over last

year)

Two-wheeler maker Yamaha Motor India today reported 7.62 per cent decrease is in its total

sales in January 2011 at 28,597 units. The company had sold 27050 units in the same month

last year, India Yamaha Motor said in a statement.

Exports of India Yamaha rose by 37.69 per cent to 6,623 units from 4.810 units in the year-

ago period; it added "2011 has been a favorable year for us and We Are upbeat about

continuing with a strong show this year as well. With the launches of SZ, SZ-R, SZ-X, and

YBR 125 last year, We Are well-positioned to increase of our presence in the Indian market,

"Yamaha Motor India Director (Sales and Marketing), Koji Arai said


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HISTORY OF HERO MOTOCORP

Hero motocorp Limited was established in 1984, as a joint venture between Indias hero

group (worlds largest bicycle manufacturers) and Japans Honda motor company. In 1985

production began with the launch of its first motorcycle, the CD100, which gave 80 km to the

liter. In 1987 the engine plant was started and in 1989 the company produced its 3,00,000

motorcycle. In 2001 hero Honda manufactured its 50,00,000 motorbikes. Hero Honda has a

reputation of being the most fuel-efficient and the worlds single largest two wheeler

company. Shri Brij mohanLall Munjal is the chairman and managing director of this

company. Both the manufacturing plants are located in Haryana, one at Dharuhera (district

Rewari) and the other in Gurgaon.

Hero is the brand name used by the Munjal brothers for their flagship company Hero

Cycles Ltd. A joint venture between the Hero Group and Honda Motor Company was

established in 1984 as the Hero Honda Motors Limited at Dharuhera India. Munjal family

and Honda group both own 26% stake in the Company. In 2010, it was reported that

Honda planned to sell its stake in the venture to the Munjal family.

We, as a company, are also in the middle of a transition. Last week, we have

signed the new licensing agreements with Honda. We are also close to finalizing

the location for our fourth plant. We will shortly be making an announcement in

this regard even as we keep adding further capacities at our existing three plants.
http://en.wikipedia.org/wiki/Dharuherahttp://en.wikipedia.org/wiki/Hondahttp://en.wikipedia.org/wiki/Hero_Honda_Splithttp://en.wikipedia.org/wiki/Hero_Honda_Splithttp://en.wikipedia.org/wiki/Hondahttp://en.wikipedia.org/wiki/Dharuhera


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Type : Public company BSE: Hero motocorp

Founded : January 19, 1984 in Gurgaon, Haryana, India.

Headquarters : Haryana, India

Key people : Om Prakash Munjal, founder

Mr. Brij mohanLall Munjal, chairman.

Mr. Toshiaki Nakagawa, joint managing director.

Mr. Pawan Munjal, Managing Director, CEO

Industry : Automotive

Products : Motorcycles, Scoters


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(C) SWOT ANALYSIS:

[1] STRENGTH:-

Achievement:

Retained the coveted position of World No.1 Two-wheeler Company for the seventh

consecutive year.

High Sales Growth:

Hero Honda experienced great growth throughout its early days. The Munjal family started a

modest business of bicycle components. By 2002 Hero Group had sold 86 million bicycles

producing 16000 bicycles a day. Today Hero Honda has an assembly line of nine different

models of motorcycles available. It holds the record for most popular bike in the world by

sales for Its Splendor model. Hero Honda Motors Limited was established in joint venture

with Honda Motors of Japan in 1984, to manufacture motorcycles. It is currently the largest

producer of Two Wheelers in the world. It sold 3 million bikes in the year 2005-2006.

Recently it has also entered in scooter manufacturing, with its model PLEASURE mainly

aimed at girls. HUNK is the latest offering from the HHML stable.

Fuel economy:

Over all fuel consumption by its products is less in compare to other brands product. They

have so far been able to give better mileage output. Because of this Hero Honda splendor has

magical sales record.

Quality policy:

Total quality management is the chore philosophy of the company and it is thus always

focused on product innovation and performance


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[2] Weakness:

Less promotion:

The promotions and ads of Hero Honda are very less as compared to its competitors.

High maintenance:

Some of the products of hero Honda like Karizma require high maintenance.

Lack of recycling scrap:

It expected that by 2020 scrap generated by end of life vehicles in India would be about 2.5

million tones and 40% of it will come from two-wheeler. But hero Honda is not capable

enough to recycle the scrap generated and may impose environmental threat. TVS Company

has this facility and is future threat to this company as it can affect the future sales as well. .

[3] Opportunities:

High GDP & increasing income level of consumer:

Supported by strong demand impulses, especially in the manufacturing and service sector,Indias gross domestic product grew at 8.9 per cent. This is the fourth successive year in

which the countrys growth has exceeded 8 per cent growth, and India is now in a select club

of 12 countries with a trillion dollar plus economy.

As a nation, India has prospered. People living in households with incomes ranging from

2lakh10lakh a year has grown from 15 million in 1991 to 100 million in 2005-06. Not

surprisingly, therefore, between 1991 and now, the two wheeler market has grown more than

four times.


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Urban India is growing at a rapid pace. NCAER data for top 24 cities in India shows

migration to higher income levels growing at over 40 per cent per annum. Prosperity in rural

India is also a significant phenomenon, with 43 per cent of households in middle and the high

income groups coming from rural India.

Good will of the company:

If the company utilizes the good will they have gained so far from their customers, they can

increase the sales performance by economizing the cost and few technical renovation of the

product. With new launch they can be benefited at present market scenario like Karizma,

Hunk has huge attraction towards the younger generation because of its style, sporty look,

and high accelerating power and is stable at its feet even at high speeds.

[4] Threats:

Finance assistance:

Easy availability of finance is the main cause of sales growth and any restriction will hamper

its growth prospects.

Inflation:

If inflation increases cost of raw material used in production will go high and selling price

may go high that may decrease demand of the two-wheeler.

Technical renovation aspect:

Competitor bike like pulsar and apache are threat to Hero Honda product like Karizma and

Hunk in respect to fuel economy. So if they dont short out in the new launches and givesomething extra in its engineering performance it may affect in demand of this company

product.


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[A] COMPANY PROFILE

Background of Anas Motors

Anas Motors Private Limited is belongs to mega group which is engaged in automobile

dealership, petroleum dealership, octroi contact and contact business.

Anas motors were started in September 1998. Mr. S. M. Baig is founder of the organization.

It is accompany form of organization. Today the territory of Anas motors in Ankleshwar,

Hansot, Jhagadia, Valia and Dediapada taluka. Previously it was the only authorized dealer of

Bharuch district but now there are two dealers.

The average sale of Anas motors is 800 motorbikes per month.

Anas motors also provide four types of after sales service:

1. Free service

2. Paid service

3. Accidental service

4. Quick service

Anas motors have 20 ramps for different kind of service.

Total no. of work staff 72, that included officers 25 and mechanics 47.

Awards won by Anas motors

National award for excellence in customer satisfaction 2002-03

ICICI bank two wheeler star performer for 2003-04

Hero Honda Vision, Mission, Strategy

Talking about the company's future plans, he added , "We are committed to continue our

world class performance, by delivering even better value to the customers in the years ahead

by offering products with the latest technology, styling and performance. Several new and

exciting product launches are lined up for the future."

HERO HONDA STRENGTHENS ITS PATRONAGE WITH CRICKET


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Showcases the ICC Champions Trophy for members of the Hero Honda family in Jallandher

Hero Honda, the 'World No.1' two-wheeler company and the Global Partner for all ICC

cricket tournaments till 2007, has taken forward its association with cricket with the

sponsorship off the ICC Champions Trophy to be held shortly. The company had on display

for members of the Hero Honda family, the ICC Champions Trophy at Hotel in Jallandher.

Many cricket enthusiasts came to have a glimpse of the trophy, which was looking sparkling

and terrific in its form.

MISSION

Hero Hondas mission is to strive for synergy between technologies, 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.

VISION

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

India, powered by Hero Honda. This vision was driven by Hero Hondas commitment tocustomer, quality and excellence, and while doing so, maintaining the highest standards of

ethics and societal responsibilities. Hero Honda believes that the fastest way to turn that

dream into a reality is by remaining focused on that vision.

STRATEGY

Hero Hondas 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.


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PRODUCTPROFILE


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(1) NEWKARIZMA ZMR :

Engine Type:- 4 Stroke Single Cylinder OHC, Oil Cooled, PGM Fi

Displacement:-223cc

Maximum Power:- 17.6 Bhp@7000 rpm

Maximum Torque:- 18.35 Nm@6000 rpm

Cylinder Bore :- 65.5

Stoke :- 66.2

Ignition:-DC - FTIS (Full Transistorized Ignition System)

Wheel Base:-1350mm

Tyre Size :- Front 80/100x18-47P-Tubeless Tyre, Rear 100/90x18-56P-Tubeless

Tyre Wheel Type & 5 Spoke Alloy Wheel.

Fuel Efficiency:-35 kmpl

Fuel Capacity:-16 ltr

Fuel Reserve:-2.5 ltr

Fuel Type:-Petrol

Gear Box:-5Speed Constant Mesh


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2. HERO HONDA KARIZMA:

Engine Type:- 4Stroke Single Cylinder Air-cooled OHC

Displacement:- 223 cc

Compression Ratio:- 9.0:1

Maximum Power:- 17.0@7000 BHP@RPM

Maximum Torque:- 18.35@6000 Nm@rpm

Cylinder Bore:- 65.5 mm

Stoke:- 66.2 mm Ignition:- AMI Advance micro prcessing ignition

Starting :- Self Start

Wheel Base:- 1355 mm

Tyre Size:- Front 2.75 x 18, 42P, Rear 100/90 x 18, 56P

Wheel Type:- ALLOYS

Fuel Efficiency:- 40 kmpl

Fuel Capacity:- 15 litre

Fuel Reserve:- 2 litre

Fuel Type:- Petrol

Gear Box:- 5Speed

(3). HERO HONDA CBZ X-TREME :


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Engine Type :_ 4Stroke Single Cylinder Air-cooled OHC

Displacement :- 149.2 cc

Compression Ratio :- 9.1:1


Maximum Torque :- 12.8@6500 Nm@rpm


Stoke :- 57.8 mm

Ignition :- AM Advance microprcessing ignition



Fuel Capacity:- 12.3 litre

Fuel Reserve:- 1.5 litre

Fuel Type:- Petrol


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(4). HERO HONDA HUNK :

Engine Type :- Air Cooled, 4 Stroke

Displacement :- 149.2cc

Maximum Power:- 14 Bhp @ 8500 rpm

Maximum Torque :- 12.80 Nm @ 6500 rpm

Cylinder Bore:- 57.3

Stoke:- 57.8

Ignition:- CDI

Starting:- Self start Wheel Base:- 1325 mm

Tyre Size:- Front 2.75x18-42P, 100/90 mm x 18-56P (with tuff up tube)

Wheel Type:- Alloy

Fuel Efficiency:- 53 KMPL

Fuel Capacity:- 12.40 ltrs

Fuel Reserve:- 2.2 Ltrs Reserve

Fuel Type:- Petrol


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(5). HERO HONDA GLAMOUR:

Engine Type:-4Stroke Single Cylinder Air-cooled OHC

Displacement:- 124.8 cc





Stoke :- 57.9 mm

Ignition:- FTI

Starting:- Self Start


Tyre Size:- Front 2.75 X 18 - 4 PR / 42P, Rear 3.00 X 18 - 52P / 6 PR

Wheel Type:- Alloy




Fuel Type :- Petrol


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(6).HERO HONDA super splendor:

Engine Type:- 4 Stroke OHC, Single Cylinder, Air Cooled






Stoke:- 57.8 mm

Ignition:- Advanced Micro Processor Ignition (AMI) System



Tyre Size:- Front 2.75 X 18 - 4 PR / 42P, Rear 2.75 X 18 - 6 PR / 48P

Wheel Type:- Alloy, Spoke



Fuel Reserve:-1 LTR

Gear Box:- 4 Speed constant mesh


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(7). HERO HONDA passion PRO:

Engine Type :- Single cylinder

Displacement: - 97.2cc

Compression Ratio :- 9.0:1

Maximum Power :- 7.37 HP (5.4 kW)) @ 8000 RPM

Maximum Torque :- 7.95 Nm (0.8 kgf-m or 5.9 ft.lbs)

Cylinder Bore :- 50 mm

Stoke :- 49.50

Ignition :- DC-Digital CDI with TCIS- Throttle Controlled Ignition System


Wheel Base :- 1235

Tyre Size :- 2.75 x 18 - 4 PR / 42P, 3.00 x 18 - 6 PR / 52P

Wheel Type :- 18 x 1.60 -Spoke Wheel & Alloy Wheel

Fuel Efficiency:- 69 KMPL

Fuel Capacity:- 12.80 ltrs

Fuel Reserve:- 1ltr

Fuel Type:- Petrol

(8). HERO HONDA splendor pro:


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Engine Type:- Air-cooled, 4-stroke Single cylinder, OHC

Displacement:- 97.2cc

Maximum Power:- 7.4BHP @ 8000 rpm/5.5kw

Maximum Torque:- 7.95 N-m @ 5000rpm

Starting:- SELF, KICK


Tyre Size:- Front 2.75 x 18 - 4 PR / 42P, Rear 2.75 x 18 - 6 PR / 48P Wheel Type:- Alloy


Fuel Capacity:- 11 L

Fuel Reserve:- 1 ltr

Fuel Type:- Petrol

Gear Box:- 4 Speed


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(9). HERO HONDA Splendor Plus :






Cylinder Bore:- 50 mm

Stoke:- 49.5 mm

Ignition:- Electronic

Starting:- Kick Start





Fuel Type:- Petrol

Gear Box:- 4Speed


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(10). HERO HONDA Splendor NXG:







Stoke:- 49.5 mm

Ignition:- CDI




Wheel Type:- Alloy




Fuel Type:- Petrol

Gear Box:- 4Speed


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(11). HERO HONDA CD Deluxe:







Stoke:- 49.5 mm

Ignition:- CDI

Starting:- Self, Kick Start



Wheel Type:- Alloy, Spoke




Fuel Type:- Petrol

Gear Box:- 4Speed


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(12). HERO HONDA CD Down:







Stoke:- 49.5 mm

Ignition:- CDI


Wheel Base :- 1235 mm


Wheel Type:- Spokes




Fuel Type:- Petrol

Gear Box:- 4Speed


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(13).HERO HONDA pleasure:


Displacement:- 102 cc





Stoke:- 52 mm

Ignition:- CDI



Tyre Size:- Front 3.50 x 10 - 4RP / 51J, Rear 3.50 x 10 - 4RP / 51J

Wheel Type:- Alloy

Fuel Efficiency:- 55* kmpl

Fuel Capacity:- 5 ltre

Gear Box:- C.D.I


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(14) HERO MAESTRO

Powerful 109cc engine

Combined Braking System for simultaneous application of front and rear brakes

Digital Analog Combo Meter Console with Service Due Indicator

Multi-lever key with Magnetic head and shutter

Bold trapezoidal multi-focal reflector headlamp and striking front visor

Combination tail lamp and clear lens winkers

Comfortable wide seat

Stylish rear grab rails

Maintenance free battery Viscous Paper Pleated Air Filter

Large storage space


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Literature

Review


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LITERATURE REVIEW

MEANING

About the study customer satisfaction.

Customer satisfaction is the key to success. Getting your customers to tell you whats

good good about your product or services and where you need improvement helps

you to ensure that your business measures up to their expectations. The attached file

contains a customer satisfaction survey from designed to help you gather this

important information it was designed to make it easy for customer to fill out & to

make it easy for you to quickly customize to exactly match your companys activities.

It also includes suggestions for distributing the form, ensuring that customer willreturn the form and following up on comments.

CUSTOMER SATISFACTION DEFINED.

The reason for a business firm to come into being is the existence of a customer who

has unfilled needs and wants. Hero Honda has advantage of having the widest product

range in all market segments in which it operates, putting itself in a unique position of

providing just product, but the best economic solution to their customer thus fulfilling

the unfilled needs. Hero Honda keeps itself abreast of the new and emerging

technologies and adopting them to deliver high quality and high performance vehicles

to their end customers. Customer satisfaction has been conceptualized in several

ways.It consists of expectations, performance interaction, pleasured/displeasure, and

the evaluation of the benefits of consumption.

Consumer satisfaction is result of confirmation of expectation. Hero Honda has been

focusing on the improvement & Excellency in processes, which it uses to satisfy there

to accomplish, this it has focused on improving customer-orientation and value chain

integration. Thus meeting of customer expectation.

Satisfaction of a consumer want is an essential part of the marketing operation.

Fundamentally, a person buys (acquires) a product for the satisfaction it will provide.


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Customer Satisfaction Research helps the businesses in building stronger

relationships with customer. Market research enables one to define what the best

service for customer is. The information gained through customer satisfaction

research allows you to target limited resource in improving services.

Gone are those days when producers would be kings: today the consumer is the king.

The key to entry-exit of companies is in the hands of the consumer.

Today, the major driver of a companys proftability depens on customer satisfaction

level. With morw & more easy availability of opyion, the consumers are riding a high

wave.

We at Todays carry out market research and industry analysis to determine the level

of customer satisfaction. We lay emphasis on customer relationship & evaluate the

changes as per the choice of the consumers. Based on the feedback, we advice

companies to customize market offerings, services, programs, messages & media.

CUSTOMER SATISFACTION

Related Quick Links Support Customer Service Technical Support Services Training FAQ

Warranty Registration Engineering Services Customer Satisfaction Customer Satisfaction

Form Customer FeedbackWarranty

Anas Motor pvt ltd has adopted ISO 9001:2000 system and the main aim is to take care of

the CUSTOMER SATISFACTION.
http://www.kiwipumps.com/support.htmlhttp://www.kiwipumps.com/customer-service.htmlhttp://www.kiwipumps.com/technical-support.htmlhttp://www.kiwipumps.com/services.htmlhttp://www.kiwipumps.com/training.htmlhttp://www.kiwipumps.com/faq.htmlhttp://www.kiwipumps.com/warranty-registration.htmlhttp://www.kiwipumps.com/engineering-services.htmlhttp://www.kiwipumps.com/customer-satisfaction.htmlhttp://www.kiwipumps.com/customer-satisfaction-form.htmlhttp://www.kiwipumps.com/customer-satisfaction-form.htmlhttp://www.kiwipumps.com/customer-feedback.htmlhttp://www.kiwipumps.com/warranty.htmlhttp://www.kiwipumps.com/warranty.htmlhttp://www.kiwipumps.com/customer-feedback.htmlhttp://www.kiwipumps.com/customer-satisfaction-form.htmlhttp://www.kiwipumps.com/customer-satisfaction-form.htmlhttp://www.kiwipumps.com/customer-satisfaction.htmlhttp://www.kiwipumps.com/engineering-services.htmlhttp://www.kiwipumps.com/warranty-registration.htmlhttp://www.kiwipumps.com/faq.htmlhttp://www.kiwipumps.com/training.htmlhttp://www.kiwipumps.com/services.htmlhttp://www.kiwipumps.com/technical-support.htmlhttp://www.kiwipumps.com/customer-service.htmlhttp://www.kiwipumps.com/support.html


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SPECIAL REQUIREMENT OF CUSTOMER:

In addition to our regular products, request for special products are received. It is the

endeavor of the company to see that special characteristics are in built into the products, to

satisfy the specific requirement of the customer. Some of the special requests are:-

- Size of end connection.

- Special packaging requirement.

- Special colors of paints used etc.

CUSTOMER GRIEVANCES:

As with the business, certain grievances would also be arising. Prompt action is taken to

remove any irritants so that grievances are reduced at the first place. Main grievances that the

unit gets are:

Supply of material at short notice period in the season. We do inform, the customers,

the minimum time required to supply the materials.

Quality related problems are very few and the reasons are

1. Quality raw materials are used.

2. Proper processes are adopted at different stages of manufacture etc.

CUSTOMER FEEDBACK:As a part of ISO-9001:2000 system, the company collects feedback from the customers at

regular intervals. Such feedbacks are by various methods, viz.,

- By sending a standard format & collecting the data.

- From our marketing personnel, while they interact with customers during tours.

- As and when the customers visit the unit.

We also send the information, such as ACTION TAKEN, based on the feedback receivedfrom various sources.

The company receives CUSTOMER PROPERTY, such as LABLES, INSTRUCTION

BOOKLETS which are too used before dispatching the products. The company takes care of

keeping such property, safely.


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\

CUSTOMER COMMUNICATION

It is very important to have good communication between the unit & the CUSTOMERS for

the growth of the business. Various steps are taken to achieve the above goal.

PRODUCT LITERATURE:

Each of our distributor / dealer are given PRODUCT LITERATURE, which explains various

factors, such as type of materials used, performance characteristics, prices etc. which will

help in understanding the product quality and also compare with similar products available in

the market.

PRODUCT DATA:

In addition to the above, related product data, i.e. how to install, how to maintain, related

materials required to install & use our products etc. are provided.

SERVICE INFORMATION:

Installation & maintenance booklet gives broad guidelines and helps in carrying out minor

service requirements. In case of major problem, the dealer distributor will help in carrying outthe services. It required, the company also helps in providing services of special


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CALL BACK SERVICES:

The type of product is such that CALLBACK SERVICES are in general not required. In case

of any manufacturing defect, the company does the necessary rectification, free of charges.

WARRANTY:

In general the company offers warranty for the products for a period of one year, for any kind

of manufacturing defects. Most of the time, it is observed that the products fails due to 1)

Low voltage and 2) Improper installation.


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RESEARCH&

METHOLOGY


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RESEARCH METHODOLOGY

RESEARCH OBJECTIVE:

PRIMARY OBJECTIVE

The objectives of the primary data are as follows:

The objective of study is to find out the factors affecting services especially for the

paid up service rendered by the Anas Hero Motor Privet limited. And to find out the

level of customer satisfaction to services.

The objective is also to find out the ways to improve the service quality at Anas Hero

Motor Privet limited. To get consumers general view about their association withsome of the technical and non-technical attributes related to Hero Motor vehicless

services.

SECONDARY OBJECTIVE

The objective of the secondary data is as follows:

The data collected by means of a field survey to achieve the objectives of this market

research.

To undrestand the behaviour of front line supervisor whit customer.

This project was giving me from the Anas Hero Motor Privet limited, which is authorized

dealer of Hero Motor vehicles in Ankleshwar. Anas Hero Motor Privet limited is one of the

leading dealers of Hero Motorcrop two-wheelers in Ankleswar. Anas Hero Motor Privet

limited gives me full co-operation in my study.

RESEARCH DESING:

The American management Association defines Marketing Research as The systematic

gathering of data problems relating to marketing of goods and services.

The process of marketing research is to provide information which will facilitate the

identification of an opportunity of problem situation and to assist the management in arriving

at the best possible decision, which such situation encountered objectively accuracy are

therefore required of such studies, as they form the best basis of decision making. Using

scientific method one can reduce to a large extent the errors that might be caused due to

inappropriate decisions.


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The design selected was Descriptive type; the descriptive study is typically concerned with

determining frequency with which something occurs on how two variables vary together.

The study was designed to have a clearer picture of the market condition.

In the present study, there was measuring customer satisfaction towards the Hero Motor two-wheeler services at Anas Hero Motor Privet limited. Customer gives how much importance to

each vehicles service attributes like fuel-economy, price, maintenance, etc. The advantage of

using Descriptive design in the present study is that it is not based on judgment & intuition

but on the actual data collection & therefore more accurate in generalizing.

SAMPLING PLAN:

(1)The universe:

The universe is the entire group of items that the researcher wishes to study & about he plansto generalize.

A researcher should decide the target population that will be sampled. In this study the target

population is customers of Anas Hero Motor Privet limited. During the training period that is

6 weeks.

(2) Sample Size:

Total 100 respondents have been interviewed. The sample size is each Hero Motor pvt ltd.

(3)Sampling method:

As the customers names & mobile no. were available, it was possible to go in for

probability sampling method. But in this research, the convenience non-probability sampling

technique has been used to make the sample that can represent the universe.

RESEARCH INSTRUMENT AND CONTACT METHOD:

Research Instrument:

Instrument used in research is questionnaire, which was prepared to get relevant informationfrom customer. Questionnaire of both Structured & unstructured question was used for the

survey.

Questionnaire was prepared taking in consideration objective of study & for that the

researcher Collected information. In order to collect the information questionnaires were

prepared was directed to collected information regarding workshop services provided by

Anas Hero Motorcrop Privet limited. This Questionnaire contains 12 Questions. It included

question, which enabled to get information regarding Services by customer from Anas Hero

Motorcrop Privet limited, service staff approach the quality of services etc.

Contact Method:


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Here the contact method used is personal interview. The personnel interviews were

conducted mostly at Anas Hero Motorcrop Privet limited workshop.

DATA COLLECTION METHOD:

The data were collected by means of a field survey to achieve the adjectives of this marketresearch.

For collection of the primary data, a questionnaire was designed for the customers/users of

the motorbikes.

Data collection method adopted was through survey of Ankleshwar city only. For this

purpose questionnaire was structured and the technique applied of conducting research was

Non-disguised structured technique. As such the different Hero Motor two-wheeler moped

& motorcycles have different attributes & every one specific image in customers mind with

regard to services attributes. Present study was conducting for purpose of different HeroMotor vehicles.

So for this purpose well-structured questionnaire was prepared & done survey of the owner &

users of Hero Motor two-wheelers.

The questionnaire was duly pre-tested & modified it was used in the actual survey.

LIMITATIONS OF RESEARCH STUDY:

We cant generalize the results available from this research project because of some of the

assumptions & other limitations.

In spite of maximum efforts by the researcher there are some unavoidable limitations in the

research. They are listed as below.

Time:

Of all the constraints, the short time duration of weeks was very inadequate. The time

constraint is one of the major reasons why the sample size is not larger.

Representativeness:

The Representative of the small sample size of 100 customers is about of total service

customers. Hence it is difficult to generalize.

Area

This survey is limited to Ankleshwar city only, so result can not be generalise with Indias

overall scenario.

Personnel bias:


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For respondents do not give their proper response thinking that the information would

misuse. This will lead into delay & one will not be able to receive adequate information,

which may be used in this project.

The research was restricted to Ankleshwar city only.

As the survey was done during vacation period, many customers were not available,

as they had gone out of Ankleshwar.

As the method of data collection was telephonic interview, the customers whos not proper

all the discussion & cost are very highly.


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DATA

ANALYSIS

And

INTERPRETATION


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PERSONAL DETAIL:

[1] GENDER:

PARTICULAR NO OF RESPONDENTS. % OF RESPONDENTS.

Male 77 77

Female 23 23

TOTAL 100 100

CHART FOR GENDER.

Interpretation:

From the above chart we can say that most of the respondents are male i.e. 77% and

remaining are female i.e. 23%

77%

23%

GENDER.

Male

Female


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[2] AGE.

PARTICULAR NO OF RESPONDDENTS. % OF RESPONDENTS.

18 TO 24 YEARS 41 41

25 TO 34 YEARS 23 2335 TO 44 YEARS 16 16

45 TO 54 YEARS 13 13

MORE THAN 55 YEARS 7 7

TOTAL 100 100

CHART OF AGE:

Interpretation:

From the above chart we can see that most of the part is covered by the age group of 18 to 24years and 25 to 34 years.

41%

23%

16%

13%7%

AGE.

18 TO 24 YEARS

25 TO 34 YEARS

35 TO 44 YEARS

45 TO 54 YEARS

MORE THAN 55 YEARS


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[3] EDUCATION QUALIFICATION.


Under Graduate 22 22

Graduate 41 41

Post Graduate 27 27

Professional 7 7

Other 3 3

TOTAL 100 100

CHART FOR EDUCATION QUALIFICATION.

Interpretation:

In this case most of the respondents are Graduate and 27% of respondents are Post Graduate,

and 22% are Under Graduate.

22%

41%

27%

7%

3%

EDUCATION QUALIFICATION.

Under Graduate

Graduate

Post Graduate

Professional

Other


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Q-1 which bike/moped do you have?


Splendor 23 23

Super Splendor 3 3

Passion 20 20

CD Delux 4 4

Hunk 7 7

CBZ 13 13

Karizma 7 7Pleaser 23 23

TOTAL 100 100

CHART FOR BIKE OR MOPED.

Interpretation:

From the above chart there is equal number of customer for Splendor & Pleaser i.e. 23%,

Passion covers 20% of customer. There is only 3% customer who used Super Splendor.

23%

3%

20%

4%7%

13%

7%

23%

BIKE OR MOPED.

Splendor

Super Splendor

Passion

CD Delux

Hunk

CBZ

Karizma

Pleaser


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Q-2 Since, how long you been using hero bike?


1 to 6 Months 0 0

6 to 12 Months 0 012 to 18 Months 7 7

18 to 24 Months 22 22

More than 24 Months 71 71

TOTAL 100 100

CHART FOR TIME OF USING HERO BIKE.

Interpretation:

By looking in to above chart we can say that most of the portion is covered by more than 24

Months it means that 71% respondents uses hero bike from 2 years.

0% 0%

7%

22%

71%

TIME OF USING HERO BIKE.

1 to 6 Months

6 to 12 Months

12 to 18 Months

18 to 24 Months

More than 24 Months


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Q-3 how much free service you are attempt or using?

PARTICULAR NO OF RESPONDDENTS % OF RESPONDDENTS

1 service 0 0

2 service 0 0

3 service 0 0

4 service 0 0

5 service 7 7

6 service 93 93

TOTAL 100 100

CHART FOR SARVICE ATTEMPT

Interpretation:

From the above chart we can say that most of the all respondents have attempted all six free

services, and little has attempt five free services.

1 service 2 service 3 service 4 service 5 service 6 service

0 0 0 07

93

0 0 0 07

93

ATTEMT OF FREE SERVICE

NO OF RESPONDDENTS % OF RESPONDDENTS


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Q-4 Rate your satisfaction level as below for free service.

PARAMETERS. HighlyDissatisfied

Dissatisfied Moderate Satisfied HighlySatisfied

TOTAL

Responses for

appointment forservice

0 2 27 68 3 100

Satisfaction level 0 5 18 75 2 100

Explanation aboutwork to be done

0 0 7 92 1 100

Actual work to bedone after service

0 3 3 90 4 100

Technical advice forsmooth running

0 3 12 83 2 100

Time of workshop 0 2 9 88 1 100

CHART FOR SATISFACTION LEVEL FOR FREE SERVICE.

Interpretation:

From the above chart we can say that most of the customers are satisfied with all the

parameters. And no one is highly dissatisfied with any parameters.

01020304050607080

90100

SATISFACTION LEVEL FOR FREE SERVICE.

Highly Dissatisfied

Dissatisfied

Moderate

Satisfied

Highly Satisfied


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68

Q-5 How much paid up service you are attempt or using?


0 service 7 7

1 service 28 282 services 47 47

3 services 7 7

4 services 3 3

5 services 8 8

TOTAL 100 100

CHART FOR ATTEMT OF PAID SERVICE.

Interpretation:

Here in this case nearer to half of respondents have attempt only two paid services and7% respondents have not attempt any paid service.

7%

28%

47%

7%

3%

8%

ATTEMT OF PAID SERVICES.

0 service

1 service

2 services

3 services

4 services

5 services


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Q-6 Rate your satisfaction level as below for paid up service.

PARAMETERS. HighlyDissatisfied

Dissatisfied Moderate Satisfied HighlySatisfied

TOTAL

Responses for

appointment forservice

0 2 18 68 5 93

Satisfaction level 0 5 7 73 8 93

Explanation aboutwork to be done

0 0 21 69 3 93

Actual work to bedone after service

0 3 22 64 4 93

Technical advice forsmooth running

1 6 24 61 1 93

Time of workshop 0 12 34 44 3 93

CHART FOR SATISFACTION LEVEL FOR PAID UP SERVICE.

Interpretation:

From the above chart we can say that most of the customers are satisfied at all parameters

with paid up service. Here total respondents are 93 because 7 customers have not attempt any

paid up service.

Responses for

appointment

for service

Satisfaction

level

Explanation

about work

to be done

Actual work

to be done

after service

Technical

advice for

smooth

running

Time of

workshop

0 0 0 0 1 025

0 36

1218

7

21 22 24

34

6873

6964 61

44

5 8 3 4 1 3

SATISFACTION LEVEL FOR PAID UP SERVICE

Highly Dissatisfied Dissatisfied Moderate Satisfied Highly Satisfied


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Q-7 Rate your satisfaction level as below.

PARAMETERS.

Highly

Dissatisfied

Dissatisfied Moderate Satisfied Highly

Satisfied

TOTAL

Cost of Service 0 5 22 73 0 100

Clean and polishof bike

0 0 9 81 10 100

Time to be taken 0 9 11 80 0 100

Supervisors

behaviour0 2 23 75 0 100

CHART FOR SATISFACTION LEVEL

Interpretation:

From the above chart we can say that at all the parameters most of the customers are satisfied

and little is on the level of moderate.

Highly

Dissatisfied

Dissatisfied Moderate Satisfied Highly Satisfied

05

22

73

00 0

9

81

10

0

9 11

80

00 2

23

75

0

SATISFACTION LEVEL.

Cost of Service Clean and polish of bike Time to be taken Supervisors behaviour


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Q-8 What are the reason for not giving preference to Anas Motors for paid up service?


Poor timing 17 11.41

Recommended by friends &relatives

08 05.37

High price of spare parts 28 18.79

Delay in service 11 07.38

Perception of high billamount

77 51.68

Dissatisfaction from freeservice

05 03.36

Not easily available 03 02.01

Low quality of spare parts 00 00

Interpretation:

From the above charts we can say that the most of the customer are faced the problem of

perception of high bill amount and there is no scope of low quality of spare parts.

12% 5%

19%

7%

52%

3%

2%

0%

Reason Behind not giving preference for paid

up service

Poor timing

Recommended by friends &

relatives

High price of spare parts

Delay in service

Perception of high bill amount

Dissatisfaction from free service

Not easily available


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Q-9 Do you get full value of money for paid up service?


Yes 74 79.56

No 19 20.44TOTAL 93 100

CHART FOR MONEY VALUE OF PAID UP SERVICE.

Interpretation:

From the above chart we can say that most of the customer says that they get full value of

money for their paid up service.

0

10

20

30

40

50

60

7080

Yesno

74

19

79.56

20.44

NO OF RESPONDDENTS % OF RESPONDDENTS


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Q-10 what are the improvements in service that you need from Anas motors?


Service in time 6 6

Well trained mechanics 0 0Reliable service 73 73

Less labour charges 21 21

TOTAL 100 100

CHART FOR IMPROVEMENTS TO ANAS MOTORS.

Interpretation

Here most of the respondents suggest Anas motors for reliable service.

6%

0%

73%

21%

SUGGESTION TO ANAS MOTORS.

Service in time

Well trained mechanics

Reliable service

Less labour charges


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Q-11 Do you think the person who attempt to you & accept your vehicle for service was able

to understand the vehicle issues & also answered all your queries appropriately?


Excellent 34 34Good 57 57

Fair 7 7

Poor 2 2

TOTAL 100 100

CHART FOR RESPONSE OF SUPER VISOR.

Interpretation:

By looking in the above chart we can see that the response or behaviour of the super visor is

good to the respondent. 34% respondents say that response of super visor is excellent.

34%

57%

7% 2%

RESPONCE OF SUPER VISOR.

Excellent

Good

Fair

Poor


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Q-12 Based on your overall experience would you visit the service center again? & also

would you recommend your friends & relatives?


yes 73 73no 27 27

TOTAL 100 100

CHART FOR CUSTOMER FEEDBACK.

Interpretation:

From the above chart we can say that most of the customers are interested in visit to service

center again and also recommend their friends and relatives to visit the service center.

73%

27%

CUSTOMER FEEDBACK.

yes

no


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FINDINGS


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FINDINGS

1) In this research I have found that, 23% respondent used Splendor, 20% respondent

used Passion, 23% respondent used Pleaser, 4% responent used CD-Deluxe, 13%respondent used CBZ, 7% respondent used Karizma, 7% respondent used hunk and

3% respondent used Super Splendor.

2) In this Research I have found that, 72% respondents used hero bikes since more than

24 months.

3) In this Research I have found that, 93% respondent completed 6 free service, 7%

respondent completed 5 free service.

4) In this Research I have found that, most of the respondents are satisfied with the free

service provided by Anas motors.

5) I found that 47% respondents have attempt only 2 paid up services. 7% respondents

have not attempt any paid up service because they already have 1 free service is

remaining.

6) In this Research I have found that, most of the respondents are satisfied with the paid

up service provided by Anas motors.

7) I have noticed that 52% of customers do not give preference to anas motors for paid

up service due to their perception of high bill amount & 16% thinks about to the high

cost of spare parts.

8) Most of the customers are satisfied with the clean & polish of their bike and little are

dissatisfied with time of work shop.

9) A Research I have found that, 53% respondent do not get full value of money for paid

up service and 47% respondent are get their value of money for paid up service.

10)73% of respondents suggest Anas Motors for reliable service and 20% of respondents

suggest for less labour charges, No one give any suggestion about mechanics

11)In this research I have found that 57% of respondents things that response of

supervisor is good and 34% respondents says that response is excellent.

12)The overall satisfaction level is 73% which is positive and 23% is negative.


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RECOMMENDATION

(1)Anas Motor should more focus on time, Because of more customers not satisfied with

them.

(2)Workshops staff should be increased so that at a time more vehicles can be taken for

service.

(3)Adequate spare parts stock must be maintained in the service station.

(4)Anas motor should introduce bunch of services. First two services are free than

second two services are paid and so on. After completed all twelve services than all

the responsibility of problems in engine is in the hands of service center.

(5)Advance booking facility should provide by Anas motors. By calls or By SMS.

(6)The employees at the showroom should have either a dress code or an identity card so

that one can differentiate between customers and employees and it generates respect

from the customers.


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CONCLUSION

After analyzing the data collection through survey, I have concluded that most of the

customers do not give preference to anas motors for paid up service because of theirperception of high bill amount, high cost of spare parts. Some of the respondents do not give

preference for the reason of poor timing.

In case of workshop services, Most of the customers are satisfied with the free service

provided by the show room. On the other hand, some of the customers are highly satisfied

with the cleanness and polish of their bike.

In case of workshop paid up services, Most of the customers are at the moderate level

of their satisfaction level. The response of super visor with the customer is one of the

important factor in any organisation. And anas motors has maintain it very well, theirresponse is good as well as excellent with the customers.

After careful analysis of data collection on the working style of Anas motors PVT

LTD, The researcher has identified various factors affecting the goodwill of Anas motors

PVT LTD. The feedback of the customers had also helped to identify the remedied. All the

remedies have been listed as recommendations of these remedies should earn back the

goodwill and customers and further enhance the progress of Anas motors PVT LTD.


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BIBLIOGRAPHY & WEBLIGRAPHY

BIBLIOGRAPHY

Philip. Kotler

Marketing management

Millenium Edition

Prentice Hall of India Pvt.,

New Delhi.

Gupta S.P & Gupta M.P

Business statistics

3rd edition

Sultan Chand & sons,

New Delhi-1979

Annual report of Hero motocorp.

WEBILOGRAPHY

www.herohonda.com

www.google.com

www.heromotocrop.com
http://www.herohonda.com/http://www.google.com/http://www.google.com/http://www.herohonda.com/


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APPENDICES

Customer Feedback

Personal Details

Name-:__________________________________

Contact no.-:_____________________________

Gender:

Male Female

Age:

18-24 35-44 55 or above

25-34 45-54

Education Qualification Under-graduate Post-graduate

Graduate Professional

Other, please Specify________________

Occupation

Professional Agriculture Business

Service Other, please specify________

Q-1 Which Bike\Moped do you have?

Splendor CD deluxe Karizma Super Splendor Hunk Pleaser

Passion CBZ Other, pleasespecify_____

Q-2 Since, how long you been using hero Bike? 1 to 6 Month 12 to 18 Month 25 or above 6 to 12 Month 18 to 24 Month

Q-3 How much free service you are attempt or using? 1 3 5 2 4 6

Q-4 Rate your satisfaction level as below for Free Service.

(A) Highly Dissatisfied (C) Moderate (E) Highly satisfied(B) Dissatisfied (D) Satisfied

Sr.no.

Parameters A B C D E

1 Responses for appointment for service of your bike

2 Satisfaction from free service

3 Explanation about work to be done

4 Explanation about actual work done after service5 Technical advice for smooth running


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Q-5 How much paid up service you have attempt or using? 0 2 4 1 3 5 or more

Q-6 Rate your satisfaction level as below for paid up service.


Sr.no.


1 Responses for appointment for service of your bike

2 Satisfaction from paid service

3 Explanation about work to be done

4 Explanation about actual work done after service5 Technical advice for smooth running

6 Time of workshop

Q-7 Rate your satisfaction level as below.


Sr.no.


1 Cost of Service

2 Clean & polish of your bike

3 Time to be taken4 Supervisors behaviour

Q-8 What are the reasons for not giving preference to Anas Motors for paid up service?

Poor timing Perception of high bill amount Recommended by Friends & Relatives Dissatisfaction from free

service High price of spare parts Not easily available

Delay in service Low quality of spare parts Any other, please

specify__________________________________________

Q-9 Do you get full value of money for paid up service?

Yes No

Q-10 What are the improvements in service that you need from Anas Motors?

Service in time Reliable service Well trained mechanics Less labour charges

Other, please specify___________________


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Q-11 Do you think the person who attempt to you & accept your vehicle for service wasable to understand the vehicle issues & also answered all your queries appropriately?

Excellent Fair Good Poor

Q-12 Based on your overall experience would you visit the service center again? & Alsowould you recommend your friends & relatives?

Yes No

satisfaction level

Documents