A project report on “A STUDY ON CUSTOMER SATISFACTION TOWARDS TANSI HONDA” At
SUBMITTED IN PARTIAL FULFILLMENT OF THE
REQUIREMENTS FOR THE AWARD OF THE DEGREE OF
BACHELOR OF BUSINESS ADMINISTRATION,
BANGALORE UNIVERSITY
BY
Mr. AMARDEEP K
(Reg. no. 14VFC26007)
UNDER THE GUIDANCE OF
Ms. DIVYASHREE S
Asst. Professor
NEW HORIZON COLLEGE
A Study on Customer Satisfaction towards Tansi Honda.
INTRODUCTION
Marketing management
Marketing is a social and managerial process by which individuals and groups obtain what they want and need through creating, offering and exchanging products of value with others. A human need is a state of deprivation of some basic satisfaction people require, such as food, clothing, shelter safety belonging, esteem etc. for survival.
They are not created by society or by marketers. They exist in the very texture of human biology and the human condition. Demands are wants for specific products that are backed by an ability and willingness to buy them. Wants become demands when purchasing power becomes the consideration. Many people want a Mercedes, but only a few are able and willing to buy one.
Companies must therefore measure not only how many people notice their product but also more important how many would actually be willing and able to buy it.
Marketing management is the process of planning and executing the concept, pricing, promotion and distribution, of services and ideas to create exchanges with target groups that satisfy customers and organizational objectives.
Marketing management can occur in an organization in connection with any of its market. Marketing work for sales managers formally carry out the customer, sales people, advertising and promotion managers, Marketing researchers, customer service managers, product and brand managers etc. Marketing management has the task of influencing the level, timing and composition of demand in a way that will help the organization achieve its objectives. Marketing management is essentially a demand management.
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Marketing consists of all activities by which a company adapts itself to its environment creativity and profitably. It is the whole business seen from the point of view of its final result that is from customer’s point of view. Basically business’s job is to convert societal needs into profitable opportunities. Marketing is an attempt to anticipate satisfies the needs, wants and demands of the consumers or the society.
Philip Kotler has said “Marketing is determining the needs and wants of target markets and delivering the desired satisfaction more effectively and efficiently than competitors”. Thus goes to show that consumer is the key to the success to any company’s Marketing services.
Evolution of Marketing
The development of Marketing concept is evolutionary i.e. gradual rather than revolutionary i.e. sudden. The evolution of Marketing is one of the oldest professions of the world.
Marketing is both philosophy and a technology. As a philosophy, it guides and directs the business thinking i.e. whether to produce or not to produce. As a technology it is concerned with deciding what should be produced, how and when products could be most efficiently distributed among the customer. Hence we can say that producers have to face the changing conditions caused by human behavior. The entire history at development accounts for the changes caused by change in human behavior and it with the Marketing concepts is due to change inhuman behavior
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Characteristics of Marketing
1. In order to achieve results, a manager must think and act. Therefore it is operational.
2. A Marketing firm is called a keen observer of which focuses its attention on customer needs. Therefore it is customer oriented.
3. Mutuality of benefits persists between two parties to exchange goods and services during business.
4. Profit making organizations are not the only ones covered under Marketing but even non-profit organizations are covered here.
Objectives of Marketing
1. Marketing helps to apply intelligent and effective modern Marketing policies in order to minimize wastes and maximize returns for a firm.
2. As change is a continuous pre-occupation in the markets of a firm, Marketing helps to develop a market field.
3. For the yield of better results in a firm, innovative guiding policies are developed and implemented.
4. Marketing helps to identify problems relating to it in a firm and also suggests suitable solutions to help a manager in various aspects.
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Role of Marketing
With the help of the two wheels production and consumption of Marketing, the flow of goods and services are done from producers to customers and the flow of money is found between the customers to producers. It is found that if Marketing is neglected, then, the economy is kept underdeveloped. With the division of specialized production, labour and mass the need of Marketing grows in which the firm can achieve maximum margin of profits. There are two distinct captions under which the role of Marketing can be studied namely: Benefits and Costs.
Functions of Marketing
1. Marketing helps a firm to assess various Marketing opportunities in order to identify company goals and earn profits.
2. The function of planning is an integral part of Marketing and helps a firm to plan various Marketing activities.
3. As Marketing has a very innovative and dynamic nature, it helps a firm have interactions with the environment to develop Marketing discipline.
4. In order to make the firm adjust with the changing environment, the Marketing manager must continuously evaluate and adjust the market efforts.
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Importance of Marketing
The importance of Marketing can be described in the following ways:
1. Marketing helps the business to know the exact target audience who can generate the leads the business is looking for.
2. It helps as guidelines to the business in order to attract the target audience.
3. It helps to advertise the products and services not only on various media like newspapers, magazines, etc. but also on the internet.
4. As there is no use only cresting customers. It is also necessary to satisfy their needs, as it would be a plus point on the Marketing skills of the business.
Scope of Marketing
The core concepts of Marketing are consumer wants, values and satisfaction. It is strategically concerned with the performance and scope of long term activities by the organization to obtain competitive advantage. The organization within its changing environment applies its resources to satisfy customer needs and to meet stakeholder expectation.
The scope of Marketing thus can be stated as, to manage Marketing complexity, customer and stakeholder expectations and to reconcile the influences of a changing environment in the context of a set of resource capabilities.
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The Marketing mix
Marketing decisions generally fall into the following four controllable categories:
Product Price Place (distribution) Promotion
The term "Marketing mix" became popularized after Neil H. Borden published his 1964 article, The Concept of the Marketing Mix. Borden began using the term in his teaching in the late 1940's after James Culliton had described the Marketing manager as a "mixer of ingredients". The ingredients in Borden's Marketing mix included product planning, pricing, branding, distribution channels, personal selling, advertising, promotions, packaging, display, servicing, physical handling, and fact finding and analysis. E. Jerome McCarthy later grouped these ingredients into the four categories that today are known as the 4 P's of Marketing, depicted below:
Product
The product is the physical product or service offered to the consumer. In the case of physical products, it also refers to any services or conveniences that are part of the offering.
Product decisions include aspects such as function, appearance, packaging, service, warranty, etc.
Price
Pricing decisions should take into account profit margins and the probable pricing response of competitors. Pricing includes not only the list price, but also discounts, financing, and other options such as leasing.
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Place
Place (or placement) decisions are those associated with channels of distribution that serve as the means for getting the product to the target customers. The distribution system performs transactional, logistical, and facilitating functions.
Distribution decisions include market coverage, channel member selection, logistics, and levels of service.
Promotion
Promotion decisions are those related to communicating and selling to potential consumers. Since these costs can be large in proportion to the product price, a break-even analysis should be performed when making promotion decisions. It is useful to know the value of a customer in order to determine whether additional customers are worth the cost of acquiring them.
Promotion decisions involve advertising, public relations, media types, etc.
Extended Marketing mix (3 P’s)
More recently, three more Ps have been added to the Marketing mix namely People, Process and Physical Evidence. This Marketing mix is known as Extended Marketing Mix.
People
All people involved with consumption of a service are important. For example workers, management, consumers etc. It also defines the market segmentation, mainly demographic segmentation. It addresses particular class of people for whom the product or service is made available.
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Process
Procedure, mechanism and flow of activities by which services are used. Also the 'Procedure' how the product will reach the end user.
Physical Evidence
The Marketing strategy should include effectively communicating their satisfaction to potential customers.
Brand Awareness
Branding
Consumers view a brand as an important part of a product Branding can add value to a product. For example, most consumers would perceive a battle of white linen perfume as a high quality, expensive product. But the same perfume in an unmarked battle would likely viewed as lower in quality even if the fragrance where identify.
Branding has becomes a major issue in product strategy on the one hand, developing a brand product requires a great deal of long Marketing investment, especially you advertising, promotion and packaging.
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Introduction Branding
Perhaps the most distinctive skill of professional marketers is their ability to create, maintain, protect and enhance brands. A brand is name term, sign, Symbol or design or combination of these indented to identify the products or services of one of the seller in group of seller and to differentiate them those of competitors. Thus a brand identifies a market in selling a product. A brand is a sellers promise to deliver consistently a specific set of features, benefits and services to buyers. The best hands convey a warranty of quality. According to a Marketing Executive, a brand can deliver up to four levels of meaning.
a) Attributes b) Benefits c) Values d) Personality
Market Survey
Market survey is conducted to know the customers opinion about the product and the future plans like in future what all the charges they will be expecting from the company. It also helps in making out how well company is doing in the mark with respect to their competitors.
CUSTOMER SATISFACTION
How do we build strong and innovative organizations that can survive and prosper during times of great change? In recent years, we have learned much about successful organizations. The success of such organizations can be understood by how well the organization handles three key ingredients. Satisfaction is a person’s feelings of pleasure (or) is appointment resulting from comparing a products, perceived performance in relation to his (or) her expectation.
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Satisfaction is a function of perceived performance and expectations. If the performance falls short of expectation, the customer is dissatisfied. If the performance matches the expectations, the customer is satisfied. If the performance exceeds expectations, the customer is highly satisfied (or) delighted.
Observation on customer satisfaction
1. Customer satisfaction will be lower in industries where the industry offers a homogenous product to a heterogeneous market. On the other hand. Industries that supply a high quality homogenous product to homogenous market will register high satisfaction. 2. Customer satisfaction is lower an industries where repeal buyer faces high switching costs. They have to but from the supplier even through their satisfaction is low. 3. Industries which depend upon repeat business generally, create a higher level of customer satisfaction. 4. As the company increase its market share customer satisfaction call fall. This is because more customers with heterogeneous demands are drawn into buying a fairly homogenous product.
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STEPS IN CUSTOMER SATISFACTION
1. Pre sales:
During this stage, the customer’s expectation are developed through the various information sources like advertisement, word of mouth and so on.
2. During sales:
When the customer is engaged in experiencing on how to deal to enquiries and sell products.
3. After Sales period:
This refers to the period when the customer has started using the product.
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Customer satisfaction and Business Results
Licensing to BrandsVoice of the customer
Service Quality
Service Quality Customer Customer
Satisfaction Retention Product Quality
Competitive Innovation Growth Rate Market Share
Shareholder Profitability Value Creation
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CONSUMER BEHAVIOUR
Consumer behavior is defined as the behavior that consumers display in searching for purchasing, using evaluating and disposing of products, services and ideas that they expect will satisfy their needs.
Consumer behavior is the study of how individuals make decisions to spend their available resources (time, money, effort) on consumption related times. It includes the study of what they buy, why they buy it, where they buy, how often they buy it and how often use it.
Consumer behavior refers to the buying behavior of final consumers-individuals households who buy goods and services for final consumption. All of these final consumers combined make up the consumer market.
Definition of consumer behavior
1. “Buyer’s behavior is all physiological, social and physical behavior or potential customers as they become aware of evaluate, purchase, consume a and tell other people products and services” – Webster 2. “Customer behavior is the process whereby individuals decide what, when to purchase goods and service”-Walters and Paul.
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CLASSIFICATION OF TWO WHEELERS
Two wheelers are generally classified as motorcycles, scooters and mopeds.
Motorcycles: The motorcycles segments grew by 28% in terms of sales in 1995, which is remarkable by all standards.
In the eighties, the only available motorcycles in the Indian market were the conventional indigenously built rajdoot, Bullet and Yezdi. This changed drastically when Japanese introduced their 100 cc Motor Cycles in Indian Market. The superior styling and better ergonomics led to increase in market share. The motor cycles made in colloboration with Japanese technology by Bajaj auto and Hero Honda account for a 58% of the Motor Cycle market. They are not only fuel efficient because of the four stroke engines, but also well styled for Indian customer. Apart from Bajaj and Hero Honda, the other two brands belonging to the segments are escorts Yamaha and HONDA MOTORS COMPANY
Scooters: In 1994-95 the scooter segment accounted for 46.08% of two wheelers industry and crossed the one million mark. As such the scooter segment has grown by 34.33% which is one of greatest achievement of industry. The most important contributor to the segment is Bajaj Auto, with an installed capacity of Lakhs scooter per annum. In fact, the company is the largest manufacture of two- wheeler in the country and fourth largest in the world. Other companies which are involved in manufacturer of scooter are LML with a capacity of 20,000 Scooters per annum and Honda. In both the companies (HTE Ltd, Honda) foreign partners enjoy a majority stake.
Mopeds: In 1972, Indian consumers were introduced to the model of two wheelers, which was popularly known as the mopeds. This segment was dominated by Luna, which became virtually to generic name for mopeds and came to be identified with lower middle class of the country because it was the cheapest available two wheeler with maximum offered. Mopeds account for this smallest chunk in the industry. However this segment has failed to grow especially compared to Motor Cycles and scooters.
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During the eighties, mopeds were quite popular in the first half of the eighties, the sector showed a phenomenal growth of 65% during 81-85. During 94, mopeds, registered a growth of just 13%. Engineering is one of the leading producers of mopeds in India. The company came into the lime light with indigenously build Luna. Beside this, the company has five models in the moped section-Super, Spark, Magnum and TFR. With domestic competition hooting up better models have hit Indian roads, which have eaten into the market share of this company.
MARKETING IN AUTOMOBILE INDUSTRY
Automobile is one of the largest industries in global market. Being the leader in product and process technologies in the manufacturing sector, it has been recognized as one of the drivers of economic growth. During the last decade, well¬-directed efforts have been made to provide a new look to the automobile policy for realizing the sector's full potential for the economy. This is one of the fastest growing Industries and there is great scope for the product in the Indian market. In India people will go more for two wheeler compared to western countries where in people will go for four wheelers, as it is economical, low maintenance cost.
The major competitors of HONDA:
1. VESPA
2. Kawasaki
3. Bajaj
4. Yamaha
5. Suzuki
6. Mahindra
7. Royal Enfield
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INTRODUCTION
Honda Motor Company, Ltd.
Is a Japanese public multinational conglomerate corporation primarily known as a manufacturer of automobiles, aircraft, motorcycles, and power equipment.
Honda has been the world's largest motorcycle manufacturer since 1959, as well as the world's largest manufacturer of internal combustion engines measured by volume, producing more than 14 million internal combustion engines each year. Honda became the second- largest Japanese automobile manufacturer in 2001. Honda was the eighth largest automobile manufacturer in the world behind Toyota, Volkswagen Group, Hyundai Motor Group, General Motors, Ford, Nissan, and Fiat Chrysler Automobiles in 2015.
Honda was the first Japanese automobile manufacturer to release a dedicated luxury brand, Acura, in 1986. Aside from their core automobile and motorcycle businesses, Honda also manufactures garden equipment, marine engines, personal watercraft and power generators, and other products. Since 1986, Honda has been involved with artificial intelligence/robotics research and released their ASIMO robot in 2000. They have also ventured into aerospace with the establishment of GE Honda Aero Engines in 2004 and the Honda HA-420 Honda Jet, which began production in 2012. Honda has three joint- ventures in China (Honda China, Dongfeng Honda, and Guangqi Honda).
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HISTORY OF HONDA
From a young age, Honda's founder,Soichiro Honda (November 17, 1906 – August 5, 1991) had a great interest in automobiles. He worked as a mechanic at a Japanese tuning shop, Art Shokai, where he tuned cars and entered them in races. A self-taught engineer, he later worked on a piston design which he hoped to sell to Toyota. The first drafts of his design were rejected, and Soichiro worked painstakingly to perfect the design, even going back to school and pawning his wife's jewelry for collateral. Eventually, he won a contract with Toyota and built a factory to construct pistons for them, which was destroyed in an earthquake. Due to a gasoline shortage during World War II, Honda was unable to use his car, and his novel idea of attaching a small engine to his bicycle attracted much curiosity. He then established the Honda Technical Research Institute in Hamamatsu, Japan, to develop and produce small 2-cycle motorbike engines. Calling upon 18,000 bicycle shop owners across Japan to take part in revitalizing a nation torn apart by war, Soichiro received enough capital to engineer his first motorcycle, the Honda Cub. This marked the beginning of Honda Motor Company, which would grow a short time later to be the world's largest manufacturer of motorcycles by 1964.
The first production automobile from Honda was the T360 mini pick-up truck, which went on sale in August 1963. Powered by a small 356 cc straight-4 gasoline engine, it was classified under the cheaper Kei car tax bracket The first production car from Honda was the S500 sports car, which followed the T360 into production in October 1963. Its chain driven rear wheels point to Honda's motorcycle origins
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COMPANY PROFILE
Type : Public company Industry : Automotive Aviation Founded : 24 September 1948 Founder(s) : Soichiro Honda Takeo Fujisawa Headquarters : Minato, Tokyo, Japan Area served : Worldwide Key people : Takanobu Ito (President, CEO,& Representative Director) Products : Automobiles, Motorcycles, Scooters, A Honda, Electrical generators, Water pumps, Lawn and Garden equipment, Tillers, Outboard motors, Robotics, Jets, Jet engines, Thin-film solar cells Revenue : US$ 107.82 billion (2016) Operating income : US$ 6.87 billion (2016) Net income : US$ 6.44 billion (2016) Total assets : US$ 139.61 billion (2016) Total equity : US$ 53.69 billion (2016) Employees : 179,060 (2016) Subsidiaries : Acura Li Nian Honda Aircraft Company Website : world.honda.com
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Key Persons
Name Position held
Koichi Kondo Chairman, Vice President, Compliance Officer, Compliance Officer of Government & Industrial Affairs and Director
Takanobu Ito Chief Executive, President, Chief Operating Officer of Automobile Operations and Director
Akio Hamada Executive Vice President, Chief Operating Officer of Production Operations, Executive Officer and Director
Tetsuo Iwamura Senior Managing Officer, Chief Operating Officer for Regional Operations - North America, President of American Honda Motor Co Inc, Director of American Honda Motor Co Inc, President of Honda North America Inc and Director of Honda North America Inc
Manabu Nishimae Managing Officer, Chief Operating Officer for Regional Operations - Europe the Middle &Near East and Africa, President of Honda Motor Europe Ltd and Director of Honda Motor Europe Ltd
TatsuhiroOyama Senior Managing Officer, Chief Officer of Driving Safety Promotion Center, Chief Operating Officer of Motorcycle Operations and Director
Fumihiko Ike Senior Managing Officer, Chief Operating Officer for Business Management Operations, Risk Management Officer, General Supervisor of Information Systems and Director
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ShoMinekawa Managing Officer, Chief Operating Officer for Regional Sales Operations - Japan, President of Honda Automoveis do Brasil Ltd, Director of Honda Automoveis do Brasil Ltd, President of Moto Honda Amazonia Ltd, Director of Moto Honda Amazonia Ltd, President of Honda South America Ltd and Director of Honda South America Ltd
Masahiro Takedagawa Operating Officer, Chief Operating Officer for Regional Operations - Latin America, President of Honda South America Ltd, President of Honda Automoveis do Brazil Ltd President of Honda Canada Inc, Director of Honda Canada Inc, President of Moto Honda Amazonia Ltd and Director of Moto Honda Amazonia Ltd
Takuji Yamada Operating Officer, Chief Operating Officer of Power Product Operations and Director
Masahiro Yoshida Operating Officer, Chief Operating Officer for Business Support Operations and Director
TomohikoKawanabe Senior Managing Officer and Director
Hidenobu Iwata Managing Officer, President of Honda of America MfgInc and Director of Honda of America MfgInc
MichimasaFujino Operating Officer, President of Honda Aircraft Co and Director of Honda Aircraft Company Inc
Hiroshi Kobayashi Managing Officer, Chief Operating Officer for Regional Operations Asia & Oceania, President of Asian Honda Motor Co Ltd and Director of Asian Honda Motor Co Ltd
Takashi Nagai Operating Officer, President of Honda Siel Cars India Ltd, President of Honda Motor India Private Ltd, Director of Honda Siel Cars India Ltd and Director of Honda Motor India Private Ltd
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Takashi Sekiguchi Operating Officer, President of Honda Canada Inc and Director of Honda Canada Inc
Hiroshi Sasamoto Operating Officer, Chief Executive Officer of Honda Engineering Co Ltd, President of Honda Engineering Co Ltd and Director of Honda Engineering Co Ltd
Yoshiharu Yamamoto Managing Officer, Director, Chief Executive officer of Honda R&D Co Ltd, President of Honda R&D Co Ltd and Director of Honda R&D Co Ltd
Soichiro Takizawa Operating Officer, President of Honda of the U K Manufacturing Ltd and Director of Honda of the U K Manufacturing Ltd
Takeo Fukui Advisor and Representative Director
Nobuo Kuroyanagi Advisor and Director
Hirotake Abe Corporate Auditor
Tomochika Iwashita Corporate Auditor
Other Board Members on Board Name (Connections) Primary Company
Toru Onda Honda Motor Co., Ltd.
Fumihiko Saito Honda Motor Co., Ltd.
Hideki Okada Honda Motor Co., Ltd.
Kensaku Hogen Honda Motor Co., Ltd.
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MODEL Variants
BIKES CBR 150R CBF Stunner Dazzler CB Unicorn 150cc CB Unicorn 160cc CB Hornet CB Shine CB Twister CB Trigger X Blade Honda yuga Twister Stunner
SCOOTER ACTIVA (new) AVIATOR DLX NAVI DIO GRAZIA
CARS Honda City — 1998-Present.
Honda Accord — 2001-Present.
Honda Jazz — 2009-Present.
Honda Brio — 2011-Present.
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Honda CR-V — Imported Since 2003; 2013 Model Locally Assembled.
Honda Amaze — April 2013-Present.
Honda BR-V — 2017-Present.
Honda WR-V — March 2017-Present
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A BRIEF PROFILE ON TANSI HONDA
Authorized Honda Bike Dealer in Bangalore
Tansi Honda is an authorized Honda dealership for bikes and scooters in Bangalore. Established with an aim to offer excellent customer services to its esteemed two-wheeler consumers in Bangalore, the dealership brings modern and innovative auto services. Offering the latest range of Honda bikes and scooters at very attractive prices, the dealership also provides repair & other services, finance & insurance deals, quick quotes and test drive facility. Backed by a team of highly-efficient professionals, the dealership is ready to deliver outstanding auto services and set a new benchmark in the dealership world
TANSI HONDA is one of the most popular and full fledge dealer in the automobile section in Bangalore , Tansi honda is operated and managed by MR.TILAK who is MD of the company there are 25 people working in the service department and total working is almost 45,who creativity work for the welfare and growth of the company. The tansi honda has strongly made very strong and vital impression among the people for the two-wheeler section in Bangalore
Tansi Honda commenced its operation on 2012 Tansi Honda has caused an inevitable position for itself in Honda family by virtue of being one of Honda’s most successful dealers.
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TANSI HONDA SHOWROOM
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History, Growth and Development
HONDA Motors Company was formerly known as TANSI HONDA a leading two wheeler company began with the vision of the founder ,and Tilak of the Tansi Clayton Group to design, develop and produce an affordable moped for Indian family‟. This vision was realized in 1980 when HONDA India’s first two seated moped rolled out of the factory at BANGALORE in KARNATAKA , southern India.
A byword for ruggedness and reliability, the HONDA proved to be a promising success and paved the way for many successes for HONDA Motors Company ever since. The HONDA CBR, a proven much sought after moped, likewise the HONDA CB 150/160CC and the CB shine, were created for those who want economy fused with sporty looks. And now the new ACTIVA with a 125cc high-tech power pack is all set to re define the category of mopeds in the country. Along with the economy two wheeler ranges, it has constantly worked on innovating the motorcycle segment as well.
The HONDA UNICORN was launched for the time conscious urban commuter. The HONDA HORNET was engineered for those who demanded strength and ruggedness. The HONDA SHINE was for those who wanted raw power.
Today HONDA Motors Company continues to keep one step ahead. The HONDA SCOOTY, Navi a 125cc SCOOTERETTE is yet another example of the company pioneering a new category and emerging as a market leader in it.
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HONDA Motors Company has registered a 60% growth in its turnover for the first five months of the current fiscal year. Sales jumped to Rs 1,094 crores from 682 crores in the corresponding period of the previous year.
In the terms of volume the company has sold 4.54 lakh units (3.09 lakh units Previous year) a growth of 47 percent. The Motorcycle volume doubled to 2.77 lakh units during the April-August period. HONDA ACTIVA(NEW MODELS), the company’s trump card crossed over 2,00,000 units within a year of its launch
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TITLE OF THE STUDY A Study on customer satisfaction towards tansi Honda.
STATEMENT OF THE PROBLEM
Marketing any product in today’s competitive market is a tedious and tough task. Marketing of broadband is no exception to this.
Now days, new companies are emerging in the broadband industry, so, the competition among these companies tends to be more complicated. Hence the necessity of information becomes more for the companies decision-making to cope with the market changes.
To frame effective Marketing strategies HONDA Company and its dealers should have better knowledge of the market environment, since the customer satisfaction plays a vital role in the market. This particular study is organized to explore the same.
OBJECTIVES OF THE STUDY
To study the customer satisfaction towards HONDA. To easily segment and target the potential market. To analyze the quality services given by the organization. To evaluate the factors affecting customer satisfaction. To give suggestions and recommendations for the improvement of HONDA. To study the profile of Two-wheeler Industry in India. To study the marketing activities of Honda Motors. To study the Dealership profile of Honda. To study the customer handling practices prior to sale, during sale and after sale and assesses the satisfaction levels of customers. To offer suggestion for improving the customer satisfaction
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RESEARCH METHODOLOGY Research methodology is a systematic method to solve the research problem. It is necessary to the researcher to know the methodology of the research conducted. The present study depends only up on primary data collection from the customers in Bangalore. The research methodology describes the method of data collection, sample size, population, and sampling technique and so on.
Research Type Research is a process to search for information, Marketing research is a function that links the marketer to consumers and the public through information. It is used to identify and Marketing opportunities and problems to generate, refine and evaluate Marketing actions, to monitor Marketing performance and to improve understanding of the Marketing process. Descriptive research is conducted to arrive at certain fact findings. The questionnaire and personnel interview method is used to collect relevant information.
RESEARCH DESIGN
This research work is basically a descriptive research as it is involved with the study of attitudes, aspirations, expectations and problems of the people who are using motorcycles manufactured by HONDA MOTORS COMPANY.
The study is also casual in some measure to the extent that it deals with research on customer demand. It is impossible to meet all the people who are using HONDA motorcycles and to know their attitudes, aspirations, expectations about the brand. Naturally drawing conclusion about a large group on the basis of small sample has become very popular and so this study is also and exception
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Research Instrument
The questionnaire used for this study is highly structured, it was given a final shape after pilot study. The questionnaire consisted of twenty questions, all to be answered by the respondent.
The respondents were also assured that the information given by them will be treated as confidential and would be used for research purposes.
The research instruments used for the survey were structured questionnaires and direct interview.
Sampling Sampling is concerned with the selection of a subset of individuals from within a statistical population to estimate characteristics of the whole population.
Sampling Techniques Sampling technique used to conduct the study was non probability sampling method convenience sampling method. 1. Non-probability Sampling Non-probability sampling is any sampling method where some elements of the population have no chance of selection (these are sometimes referred to as 'out of coverage'/'under covered'), or where the probability of selection can't be accurately determined.
2. Convenience Sampling A statistical method of drawing representative data by selecting people because of the ease of their volunteering or selecting units because of their availability or easy access.
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Sample Size The sample size was taken as 100 which include customers from various places in Bangalore district
Duration of the Study The study was conducted for a period of 4 weeks
Sampling unit The study was carried out in Bangalore. The data was collected from the existing customers of HONDA, Bangalore.
SCOPE OF THE STUDY 1. Increases the productivity of organization. 2. Helps for diversification & expansion of business. 3. It helps to attain return on investment for each segment. 4. Enhances for further researches. 5. The research study is conducted to collect the information regarding the present status of the firm in the competitive market of the honda brands. 6. The study will also throw light on the factor influencing the competitive market of different brands of HONDA mopeds. It will also give us a clear picture of market strategy followed by the various players in the market 7. The information collected is very useful to company, student and to the customer. Projection made will help the company to amend or modify its market strategy based . on the present scenario of the market
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A Study on Customer Satisfaction towards Tansi Honda.
REVIEW OF LITERATURE Customer satisfaction as a construct, has been fundamental to Marketing for over three decades. As early as 1960, Keith (1960) defined Marketing as satisfying the needs and desires of the consumer. Hunt (1982) reported that by the 1970s, interest in customer satisfaction had increase to such an extent that over 500 studies were published this trend continued and by 1992, Peterson and Wilson estimated the amount of academic and trade articles on consumer satisfaction to be over 15000. Several studies have shown that it costs about five times to gain a new customer as it does to keep an existing customer (Naumann, 1995) and this result into more interest in customer relationships. Thus, several companies are adopting customer satisfaction as their operational goal with a carefully designed framework. Hill and Alexander
(2000) wrote in their book that companies now have big investment in database Marketing, relationship management and customer planning to move close to their customer. Jones and Sasser (1995) wrote that achieving customer satisfaction is the main goal for most service firms today. Increasing customer satisfaction has been shown to directly affect companies market share, which leads to improved profits, positive recommendation, lower Marketing expenditures (Reichheld 1997) and greatly impact the corporate image and survival ( Pizam and Ellis, 1999)
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Tools of Analysis:
1. Primary Data Primary data consist of original information collected for specific purpose. Primary data were collected to know the effectiveness of the customer satisfaction of HONDA, Bangalore. These were collected fresh and preceded through various tools to be unique at definite inference. Primary data required for the research is collected through structured questionnaires containing open ended questions from the potential customers in Bangalore.
2. Secondary Data Secondary data consist of information that already exists somewhere have been collected for some other purpose. Secondary data required for the research were collected from company journals, brochures, magazines and internet.
LIMITATIONS OF THE STUDY
The response provided by the respondents may be biased. The allotted time was a constraint in conducting an extensive study and so the sample size was limited to 100 customers Any sample study will have its own limitations inherently imposed by the sample process. The study is restricted to Bangalore city. Time duration in conducting the research is very low. The study is limited to Honda Motors Customers who have purchased or come for service to Honda at Bangalore Since a convenient sampling method is adopted, the sample may not be representing all types of customers. As the study is conducted for a limited period and hence it may not be exhaustive
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Chapter Scheme: Chapter - 1 The first chapter is the introduction to the study. It provides basic information about the study and the theoretical background of the study. It describes in brief the various elements of Marketing management and customer satisfaction.
Chapter – 2 The second chapter is about the design of the study. It gives an outline about the project such as the statement of the problem, needs, its objectives, scope, sampling methods, data collecting, data analysis, limitations and chapter scheme of the project.
Chapter – 3 The third chapter is the profile of respondents. It gives a detailed description about the company profile of HONDA.
Chapter – 4 The fourth chapter is the data analysis and interpretation. It gives description about the tabulation, interpretation, and analysis of the primary data collected by the use of the questionnaire for the survey.
Chapter – 5
The fifth chapter is the summary of conclusions and recommendations. It gives a brief summary of findings, suggestions and conclusions about the project undertaken.
Bibliography and Annexure: The bibliography from where information was gathered and appendices section contains the questionnaire, which was used to collect the data from the respondents
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OBJECTIVES OF THE RESEARCH
1. To analyze the customer satisfaction. 2. To analyze the customer preference. 3. To analyze after sales services of bikes. 4. To study the behavioral factors of consumers in motor bikes. 5. To suggest various factors to improve sales.
Sales: The record of the sales in Tansi Honda is incomparable. The sales of the vehicle in Tansi Honda are 800 vehicles per month and out of that 250 vehicles are ACTIVA and 100 is DIO, 125 are CB unicorn, 125 are CB Shine, 150 are Hornet and the remaining units consists of different motorcycles, however sales increases monthly on an uprising scale.
Service: Honda is engineered by the first Japan precision and strong technological know-how has large service’s compared to its counterparts. However Tansi Honda enjoys distinctive features and reputation of leading the expertise in service or in repairs of two wheelers of all makes. Their after-sales service has been absolutely commendable in their efforts at keeping respect complaints in check. The commitment and case shown to the product and the customer is explained and has drawn quite a few accordance from corporate client and individual alike. In the true Tansi Honda spirit of acknowledging, rewarding and encouraging outstanding performance, they have instituted best performance award in various area of criteria’s like skill initiative, attitude, attendance, quality, personal presentation, corporation, friendliness etc. They work on a philosophy that “We finally believe in culture that it requires a great team to make a great office. Every person in a team in their encouragement and contribute his/her might to make the work place congenial, conductive and yet a professional setup”.
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TABLE-1 DEMOGRAPHICS (GENDER)
SL NO SEGMENT (Gender) NO OF RESPONSE PERCENTAGE (%)
1 MALE 73 73
2 FEMALE 27 27
TOTAL 100 100
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GRAPH-1 DEMOGRAPHICS (GENDER)
80 73 70
60
50
40 Series1 30 27
20
10
0 MALE FEMALE
Interpretation: The table shows that 73% of the respondents are male and 27% of the respondents are female.
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TABLE-2 Age of the respondent
SL NO SEGMENT NO OF PERCENTAGE RESPONDENTS 1 18-25yr 52 52% 2 26-30yr 34 34% 3 31-35yr 10 10% 4 35yr Above 04 4% TOTAL 100 100%
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GRAPH-2 Age of the respondent
Percentage
35 Above 4%
31-35 10%
26-30 34%
18-25 52%
0% 10% 20% 30% 40% 50% 60%
Interpretation: The table shows that 52% of the respondents fall under the age brackets 18- 25 group, 34% of the respondents belongs to 26–30 age bracket, 10% of the respondents are in the bracket of 31-35 age, and the remaining 4% of the respondents come under the bracket of 35& above age.
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TABLE -3 Analysis on basis of Occupation?
SL NO SEGMENT NO OF PERCENTAGE RESPONDENTS 1 Student 26 26% 2 Professional 28 28%
3 Employee 33 33% 4 House wife 10 10% 5 Other 03 3% TOTAL 100 100%
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GRAPH-3 Analysis on basis of Occupation?
35%
30%
25%
20% 33% 15% 28% 26%
10%
10% 5% 3% 0% Student Professional Employee House wife Other
Interpretation: The table shows that 26% of the respondents are engaged in student, 28% of the respondents are in proffessional,33% of the respondents are employee, 10% of the respondents are housewife and only 3% of the respondents are in other group
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TABLE-4 Which two wheeler of Honda do you use?
SL NO SEGMENT NO OF PERCENTAGE RESPONDENTS 1 Activa 33 33% 2 CB unicorn 23 23% 150/160cc 3 CB Hornet 12 12% 4 CBR 02 2% 5 CB Shine 13 13% 6 Navi 13 13% 7 Other 04 4% TOTAL 100 100%
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GRAPH-4 Which two wheeler of Honda do you use?
35 33 30 25 23 20 15 12 13 13 10 Series1 4 5 2 0
Interpretation: The table shows that 33% of the respondents are using the Activa, 23% of the respondents are using CB unicorn, 12% of the respondents are using the CB Hornet, 2% of the respondents are using the CBR, 13% of the respondents are using the CB Shine ,13% of the respondents are using the Navi, 4% of the respondents are others .
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TABLE-5 5. What influenced your decision to purchase the two-wheeler from Honda?
SL.NO SEGMENT NO OF PERCENTAGE RESPONDENTS
1 Appearance 24 24%
2 Price 22 22% 3 Performance 48 48%
4 After sales service 03 3%
5 Other 03 3%
TOTAL 100 100%
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GRAPH-5 5 what influenced your decision to purchase the two wheeler from Honda?
Percentage Series1 60%
50% 48%
40%
30% 24% 22% 20%
10%
3% 3% 0% Appearance Price Performance After sales service Other
Interpretation: The table shows the reasons why people opt for Honda two-wheelers because, 48% of the respondents looks performance, 24% of the respondents were looks their appearance , 22%of the respondents were looks price, 3% of the respondents were looking after sales service and 3% of the respondents are looking for other decision
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TABLE-6 6 From where do you get your two wheeler serviced?
SL.NO SEGMENT NO OF PERCENTAGE RESPONDENTS
1 Company 88 88% authorized service station
2 Unauthorized 08 8% service station (Road side mechanic)
3 Other 04 4%
TOTAL 100 100%
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GRAPH-6 6 From where do you get your two wheeler serviced?
PERCENTAGE
100%
90% 88% 80%
70%
60%
50%
40%
30%
20%
10% 8% 4% 0% Company authorized service station Unauthorized service station (Road side Other mechanic) Series1
Interpretations: The following graph and table shows the representation of the Honda two-wheeler users of how they get their vehicle serviced, according to the data its shown that 88% of the users prefer to go for an authorized service station by Honda for maintenance of their vehicle, and also 8% of the users prefer to go to unauthorized service stations like first choice, and the remaining 4% of users prefer it to for road side mechanics
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TABLE-7 7 How often did you avail the free maintenance services given by the company?
SL NO SEGMENT NO OF PERCENTAGE RESPONDENTS
1 Every time 53 53%
2 A few time 37 37%
3 Difficult to say 06 6%
4 None 01 1%
5 Other 03 3%
TOTAL 100 100%
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GRAPH-7
7 How often did you avail the free maintenance services given by the company?
PERCENTAGE
60%
50% 53%
40%
37% 30%
20%
10%
6% 1% 3% 0% Every time A few time Difficult to say None Other
Series1
Interpretation: The table shows that 53% of the respondents are every time,37% of the respondents belongs few time,6% of the respondents to difficult to say, 1% and 3% of the respondents for other
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TABLE-8
8 How often do you get any SMS/MAILS/REMINDERS from the company, as reminders for you two wheeler service?
SL.NO SEGMENT NO OF PERCENTAGE RESPONDENTS 1 Always 37 37% 2 Often 38 38% 3 Sometimes 18 18% 4 Rarely 02 2% 5 Never 04 4% 6 Other 01 1% TOTAL 100 100%
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GRAPH-8
8 How often do you get any SMS/MAILS/REMINDERS from the company, as reminders for you two wheeler service?
Percentage 40%
38% 35% 37%
30%
25%
20%
18% 15%
10%
5%
2% 4% 1% 0% Always Often Sometimes Rarely Never Other
Series1
Interpretations: The table shows that 37% of the respondents are always,38% of the respondents to often ,18% of the people for sometimes, 4% of the respondents for never and 1% is for other reasons
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TABLE-9
9 How often do you get your two wheeler serviced?
SL.NO SEGMENT NO OF PERCENTAGE RESPONDENTS
1 Once a month 10 10%
2 Once in every 2 72 72% month
3 Once in 6 month 16 16%
4 Never 02 2%
TOTAL 100 100%
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GRAPH-9
9 How often do you get your two wheeler serviced?
Percentage
Never 2%
Once in 6 month 16%
Once in every 2 month 72%
Once a month 10%
0% 10% 20% 30% 40% 50% 60% 70% 80%
Series1
Interpretations: The following tabular data and graph represents the duration of how the users get their vehicle serviced. 10% of the users prefer to get it serviced on a monthly basis, 72% of the users prefer to do it once in every two months, 16% of the users prefer to do it once in 6months.
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TABLE-10
10 Why do/ would you get you your two-wheeler serviced company authorized service station?
SL.NO SEGMENT NO OF PERCENTAGE RESPONDENTS 1 Warranty 05 5% 2 Guarantee 06 6% 3 Original parts 12 12% 4 Peace of mind 17 17% 5 Availability of latest 01 1% equipment 6 Trust 04 4% 7 Annual maintenance 36 36% contract (AMC) 8 Near to residence 19 19% TOTAL 100 100%
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GRAPH-10 10 Why do/ would you get you your two-wheeler serviced company authorized service station?
40 36 35
30
25
20 19 17
15 12
10 6 5 5 4 1 0
Interpretation: The following information shows us the reason as to why people prefer getting their vehicle serviced. 5% of the users prefer it due to warranty period, 6% due to guarantee, 12% for the genuine parts, 17% due to peace of mind, 1% do it because of the availability of material and equipment, 4% due to the trust maintained between them, 36% prefer it due to AMC, 19% due to service station being closer to their residence.
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TABLE-11
11) After getting your two-wheeler serviced at company “authorized service station, what is your satisfaction level?
SL NO. SEGMENT NO OF PERCENTAGE RESPONDENTS
1 Excellent 31 31%
2 Good 59 59%
3 Difficult to say 06 6%
4 Poor 03 3%
5 Very bad 01 1%
TOTAL 100 100%
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GRAPH-11 11) After getting your two-wheeler serviced at company “authorized service station, what is your satisfaction level?
1%
3% 6%
31%
Excellent Good Difficult to say Poor Very bad
59%
Interpretation: The following shows the satisfaction level of the consumers after getting their vehicle serviced from authorized dealer, 31% say it as excellent, 59% say its good, 6% say its average. 3% say it as poor, and the remaining gave it as very bad.
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TABLE-12
12) Why would /would you get your two-wheeler serviced from unauthorized service station (road side mechanic)?
SL NO SEGMENT NO OF PERCENTAGE RESPONDENTS
1 Peace of mind 36 36%
2 Less time consuming 17 17%
3 Near to home / office 36 36%
4 Cheaper price 04 4%
5 Special offers 02 2%
6 Credit facility 02 2%
7 Others 03 3%
TOTAL 100 100%
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GRAPH-12 12) Why would /would you get your two-wheeler serviced from unauthorized service station (road side mechanic)?
40 36 36
35
30
25
20 17 Series1
15
10
4 5 3 2 2
0 Peace of Less time Near to Cheaper Special Credit Others mind consuming home / price offers facility office
Interpretation: The following information shows us the reason as to why people prefer getting their vehicle serviced. 36% of the users prefer it due to peace of mind, 17% due to less time consuming, 36% for being it near their home/office, 4% cheaper price, 2% due to special offers, 2% due to credit facility, 3% due to other reasons.
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TABLE-13
13) After getting your two-wheeler serviced at “non-authorized” service station, what is your satisfaction?
SL.NO SEGMENT NO OF PERCENTAGE RESPONDENTS
1 Excellent 34 34%
2 Good 47 47%
3 Difficult to stay 14 14%
4 Poor 03 3%
5 Very bad 01 1%
6 Other 01 1%
TOTAL 100 100%
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GRAPH-13
13) After getting your two-wheeler serviced at “non- authorized” service station, what is your satisfaction?
PERCENTAGE 50% 47%
45%
40%
35% 34%
30%
25%
20%
15% 14%
10%
5% 3% 1% 1% 0% Excellent Good Difficult to stay Poor Very bad Other
Interpretation: The following shows the satisfaction level of the consumers after getting their vehicle serviced from non -authorized dealer, 34% say it as excellent, 47% say its good, 14% say its average. 3% say it as poor,1% gave it as very bad, and the remaining as other.
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TABLE-14
14) Did you buy ANNUAL MAINTANCE CONTRACT (AMC) with company authorized service station? If yes kindly rate the experience of AMC on scale of 1-5?
SL NO SEGMENT NO OF PERCENTAGE RESPONDENTS
1 1(POOR) 4 4%
2 2 3 3%
3 3 13 13%
4 4 35 35%
5 5(EXCELLENT) 44 44%
TOTAL 100 100%
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GRAPH-14
14) Did you buy ANNUAL MAINTANCE CONTRACT (AMC) with company authorized service station? If yes kindly rate the experience of AMC on scale of 1-5?
5(EXCELLENT) 44
4 35
3 13
2 3
1(POOR) 4
0 5 10 15 20 25 30 35 40 45 50
Interpretations: The following shows the satisfaction level of the consumers after getting their AMC, 44% say it as excellent, 35% say its good, 13% say its average. 3% say it as poor,4% gave it as very bad.
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TABLE-15
15) Which offer/schemes did you receive while getting your two wheeler serviced from company authorized service station?
SL NO SEGMENT NO OF PERCENTAGE RESPONDENTS
1 Discount on spares 33 33%
2 Discount on labor 07 7%
3 Free wash 45 45%
4 Extended warranty 10 10%
5 Free breakdown 02 2% service
6 Other 03 3%
TOTAL 100 100%
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GRAPH-15 15) Which offer/schemes did you receive while getting your two wheeler serviced from company authorized service station?
Other 3%
Free breakdown service 2%
Extended warranty 10%
Free wash 45%
Discount on labor 7%
Discount on spares 33%
0% 5% 10% 15% 20% 25% 30% 35% 40% 45%
Interpretations: The following data shows us about various schemes offered while servicing of the two- wheeler, 33% received discount on spares, 7% on discount on labor, 45% on free wash, 10% extended warranty, 2% for free breakdown service and the remaining 3% for other reasons
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TABLE-16
16) Do you use the company website to book your appointment for after sales service?
SL NO SEGMENT NO OF PERCENTAGE RESPONDENTS
1 Yes 62 62%
2 No 30 30%
3 Maybe 05 5%
4 Other 03 3%
TOTAL 100 100%
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GRAPH-16
16) Do you use the company website to book your appointment for after sales service?
PERCENTAGE
Other 3%
Maybe 5%
No 30%
Yes 62%
0% 10% 20% 30% 40% 50% 60% 70%
Interpretation: From the following graph we can interpret that majority of customers preferred to use company’s website to book the appointment for the service of their vehicle. Company must focus on encouraging customers to do so in order to save time and effort.
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TABLE-17
17) How much you will rate Honda among the following?
SL.NO SEGMENT NO OF RESPONDENTS PERCENTAGE (%)
1 1(very bad) 2 2
2 2 4 4
3 3 11 11
4 4 21 21
5 5(excellent) 62 62
TOTAL 100 100
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GRAPH-17
17) How much you will rate Honda among the following?
70 62
60
50
40
30 21 20 11 10 4 2
0 1(very bad) 2 3 4 5(excellent)
Interpretation: The mean value is 5 this shows that the respondents are satisfied with service provided by Honda,4 is shown for very good ,3 is also shown as good,2 shown poor,1 is for very bad
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FINDINGS Performance is the most important aspect that attracts customers to HONDA Bikes Offers provided by HONDA are not reached up to the customer’s hope. HONDA has very good public relation; it has played a very important role in the growth of the organization. Most of the customers are highly satisfied with HONDA's customer relation and after sales services. Among 100 customers 72% are highly satisfied with the vehicle condition of HONDA. It was noted that some people are not satisfied with the availability of spare parts. According to the research it was found that HONDA is still the preferred brand by the average INDIAN user to commute, due to HONDA being one of the most affordable segment in the industry HONDA has also achieved the status of being an idealistic brand due to its various offerings across various segments The cost of maintaining the automotives by Honda is also considered to be at par with its competitors in the same segment but with better quality HONDA provides door-to-door servicing of the vehicle along with home pickup and drop HONDA provides with a substitute vehicle when your vehicle is totaled or have gone for servicing, which is unique when compared to its competitors
SUGGESTIONS Company can give more importance on spare part’s availability
Among 100 customers 29% of the customers are not satisfied with the availability of spare parts. So company can give more importance for the availability of spare parts
Company can try to provide better offers.
Most of the customers are highly interested with getting offers. There is no doubt that if the company provides better offers to customers the sales of the company will increase more and more.
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Service department may care the customers little more.
A few customers have a complaint with service of HONDA. So service department may try to care the customers little more. Customers are highly satisfied with HONDA’S performance is and company should try to keep it up.
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CONCLUSION
The project titled “A study on customer satisfaction towards HONDA in Bangalore” was an earnest attempt to find out the factors that influenced the customers to buy the bike of HONDA, which will help to understand the plus points of the organization.
It was found that customers are highly satisfied with HONDA’s service compared to other bike companies. One of the important plus point of HONDA is their public performance. It has to play a very important role in the growth of the organization. However many of respondents are not satisfied with the offers of the firm. So company can concentrate give more offers a. It may help the organization to improve their sales.
The study reveals majority of customers are satisfied with the facilities provided by the organization. The management is give high concentrate for customer satisfaction. That creates more customer satisfaction.
The study reveals that the market of Honda is higher than the other companies. The market is very competitive. Advertisements and promotional campaigns act as a major role in creating awareness and preference. The company should extended better services and maintain a good rapport with customers. Relationship marketing plays a vital role in this industry. So it can be concluded that a company, which provides attractive schemes and good services, will flourish.
.
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BIBLIOGRAPHY
1. www.honda.com 2. www.honda2wheelersindia.com 3. www.tansihonda.com 4. www.twowheeler.com 5 www.world.honda.com/group/India
WEB LINKS http://world.honda.com/group/India/ http://yes.honda.co.in/honda-motorcycle-scooter.aspx http:// tansihonda.com
BOOKS Philip Kotler: Introduction of Marketing Philip Kotler- Marketing Management
JOURNALS AND MAGAZINES: HONDA: THE BOY WHO DREAMED OF BIKE TIMES OF INDIA AUTO INDIA OVERDRIVE TOP GEAR POWERDRIFT
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A STUDY ON CUSTOMER SATISFACTION ON TANSI HONDA QUESTIONNAIRE
1. Name :
2. Gender : Male
Female
3. Age (Years) : 18-25 25-30
30-35 35 above
3. Occupation : Student
Professional
Employee
Housewife
Other
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4. Which Two Wheeler of Honda do you Use?
ACTIVA
CB unicorn 150/160cc
CB hornet
CBR
CB shine
NAVI
Other
5. What influenced your decision to purchase the Two Wheeler from Honda?
Appearance
Price
Performance
After Sales Service
Other
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6. From where do you get your two wheeler serviced?
Company Authorized Service Station.
Unauthorized Service Station (Road side Mechanic)
Other
7. How Often did you avail the free maintenance services given by the company?
Every time
A Few Times
Difficult to say
Other
8. How Often do you get any SMS / Mails / Reminders from the company, as reminders for your two wheeler service? Always
Sometime
Often
Rarely
Never
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9. How often do you get your two wheeler serviced?
Once in month
Once in every 2 month
Once in a year
Never
10. Why do / would you get your two wheeler serviced from Company Authorized Service Station? Warranty
Guarantee
Original parts
Peace of mind
Special offers
Availability of latest equipment
Trust
Annual maintenance contract
Near to residence
Other
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11. After getting your two wheeler serviced at company "authorized" service station, what is your satisfaction level?
Excellent
Good
Difficult to say
Poor
Very bad
12. Why do / would you get your two wheeler serviced from Unauthorized Service Station (Road side Mechanic)?
Peace of mind
Less time consuming
Near to home/office
Cheaper price
Special offers
Trust
Credit facility
Other
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13. After getting your two wheeler serviced at "non authorized" service station, what is your satisfaction level?
Excellent
Good
Difficult to say
Poor
Very bad
14. Did you buy an Annual Maintenance Contract with Company Authorized Service Station? If yes kindly rate the Experience of AMC on scale of 1 – 5?
1 poor
2
3
4
5 excellent
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15. Which offer/schemes did you receive while getting your two-wheeler serviced from Company Authorized Service Station? Discount on Spares.
Discount of Labor.
Free Wash
Extended warranty
Free Break down service
Other
16. Do you use the company website to book your appointments for after sales service? Yes
No
May be
17. How much you will rate Honda among the following? 1 poor
2
3
4
5 excellent
NEW HORIZON COLLEGE, BANGALORE Page 81
CHAPTER – 1 Theoretical background of the study
CHAPTER – 2 Industry and company profile
CHAPTER – 3 RESEARCH DESIGN
CHAPTER – 4 Data analysis and Interpretation
CHAPTER – 5 Findings, suggestions and conclusions
ANNEXTURE