A PROJECT REPORTON “A STUDY ON CUSTOMER SATISFACTION ON HERO MOTOCORP” Submitted in partial fulfillment of the requirement of the award of the degree of “bachelor of Business management’’ of Bangalore University Submitted by MR. P.HARISH KUMAR (Reg.no.13VFC24067) Under the Guidance of MRS.MANJULA NEW HORIZON COLLEGE MARATHALLI BANGALORE -560103 2015-2016 `STUDENT DECLARATION I, P.HARISH KUMAR student of bachelor of business management, NEW HORIZON COLLEGE BANGALORE, bearing registration number 13VFC24067 declare this project entitled “A STUDY ONCUSTOMER SATISFACTION ON HERO MOTOCORP” was prepared by me during by me during the year 2015-2016 and was submitted in partial fulfillment for the award of bachelor of business management to Bangalore University, I also declare that this project is original and genuine and has not been submitted to any other university/ institution for the award of any degree, diploma or other similar titles or purposes Place: Bangalore Name:P.HARISH KUMARDate: Reg.no.13VFC24067 GUIDE CERTIFICATE Certified that the project report entitled“A STUDY ON CUSTOMER SATISFACTION ON HERO MOTOCORP’ submitted by MR.P.HARISHKUMAR bearing registration no. 13VFC24084 to bangalore university in partial fulfillment for the award of “Bachelor of Business Management” of Bangalore University, Bangalore is a record of independent project work under taken by him, under my supervision and guidance and the project has not be submitted either in part or whole for the award of any other degree or diploma of any university. Place: Bangalore MRS. SREEJA NAIR Date: (Assistant Professor HOD CERTIFICATE This is to certify that P.HARISH KUMAR(13VFC24084) isbonafide student of bachelor of business management. The project work entitle “ A STUDY ON CUSTOMER SATISFACTION ON HERO MOTOCORP’’ is bonafide work carried out by P.HARISH KUMAR (13VFC24067) on partial fulfillment of the requirement for the award of degree in business management of Bangalore university during the year 2015-2016. It is to certify that all corrections/suggestions have been incorporated in the project report and a copy is deposited in the department library. This project work as been approved as it satisfies the academic requirement for the award of bachelors of business management degree. Place: Bangalore PRASANNA PRAKASH Date: (HOD) PRINCIPAL CERTIFICATE This is to certify thatP.HARISH KUMAR (13VFC24067) bonafide student of this college. The project work entitled“ A STUDY ON CUSTOMERSATISFACTIO ON HERO MOTOCORP’is bonafide work carried out by P.HARISH KUMAR (13VFC24067) in partial fulfillment of requirement for the award of degree in business management of Bangalore University during the year 2015-2016. Place: Bangalore DrR.BODHISATVAN Date: (principal) ACKNOWLEDGEMENT I would like to thank all those persons who have contributed towards the successful completion of the project work. I am glad to say that working on this project was illuminating and enjoyable for me. I take this opportunity to thank our respected chairmanSri.MohanManghnani, and our beloved principal Dr. Bodhi Sathvanfor their generosity and kindness to embrace us in, New Horizon College, Bangalore university. I have deep sense of gratitude to PRASANNA PRAKASH professor and head of the department. And Mrs. MANJULA, my internal project guides for her encouragement, guidance and valuable suggestions throughout the project. I would like to thank all the faculty members of BBM and my friends who directly and indirectly helped me to complete this project. Words fail me in expressing my deep sense of gratitude and affection to my parents, for their constant love and moral support without them I could not have been what I am. P.HARISH KUMAR (13VFC24067) CONTENTS CHAPTER No. CHAPTER NAME Pg.no Chapter-1 INTRODUCTION 1-13 INDUSTRY PROFILE AND COMPANY Chapter-2 PROFILE 14-40 Chapter-3 RESEARCH DESIGN 41-50 DATA ANALYSIS AND 51-78 Chapter-4 INTERPRETATION FINDINGS SUGGESTIONS AND 79-81 Chapter-5 CONCLUSIONS BIBLIOGRAPHY 82 ANNEXURE 83-84 LIST OF TABLES SL.NO LIST OF TABLES PAGE NO: 4.1 Showing type of Hero two wheeler models 51 owned 4.2 showing the source of information about Hero 53 4.3 showing the influenced people for buying Hero 55 4.4 Showing the preference of capacity &color 57 4.5 showing the responses on Vehicle delivery time 59 4.6 showing availability test drive during on 61 showroom visit 4.7 showing the reliability of Vehicle 63 4.8 showing level of Service Satisfaction 65 4.9 showing the brand name influence in purchase 67 4.10 showing the reason for preference 69 4.11 showing how long customer using hero two 71 wheelers 4.12 showing the area thatCustomer demanding to 73 improve in service 4.13 showing theproblems face at the time of service 75 4.14 showing therating of Service Performance of Hero Motors 77 LIST OF CHARTS SL.NO LIST OF GRAPHS PAGE NO : 4.1 Showing type of Hero two wheeler models owned 52 in % 4.2 showing the source of information about Hero 54 4.3 showing the number people influenced for buying 56 4.4 showing the preference of capacity 58 4.5 showing the responses on Vehicle delivery time 60 4.6 showing availability test drive during on showroom 62 visit 4.7 showing the reliability of Vehicle 64 4.8 showing level of Service Satisfaction 66 4.9 showing the brand name influence in purchase 68 4.10 showing the reason for preference 70 4.11 showing how long customer using hero 72 4.12 showing the area that Customer demanding to 74 improve in service 4.13 showing the problems face at the time of service 76 4.14 showing the rating of Service Performance of Hero 78 Motors A Study On Customer Satisfaction On Hero Moto Crop EXECUTIVESUMMARY In this project, an attempt has been made to ―study on customer satisfaction in Hero Moto Crop‖ This study has been conducted to analyze the customer‘s satisfaction level with special reference to Hero Moto Crop in Bangalore. Customer satisfaction includes factors like quantity, quality, products and service, Cost etc., they have large number of customers all over India, but this study has been conducted with special reference to customers in Bangalore only. The study was conducted among the population of 120 where the sample size of 100 was drawn from the population. The sampling technique used in this study is stratified simple random sampling. The research design used for the study is descriptive research design. A questionnaire was used to interview the 100 respondents. The secondary data was collected through company website. Percentage analysis and statistical tools like chi-square for data analysis and interpretation. The analysis and inferences were made according to varied opinions of the respondents regarding their quality of service and their behavior customers towards the Hero Moto Crop and also their opinion towards the competition of two wheelers vehicles. The attributes that influence the customers quality,service availability of spares value of money offered etc. The customer has given excellent rating for Hero Moto Crop in Domlur based on the inference till conclusion points towards their recommendations for satisfaction among the customers and there by the company to attract more numbers of customers. A Study On Customer Satisfaction On Hero Moto Crop INTRODUCRTION The project is all about measuring the customer satisfaction in Hero motors. For the past few years every company is trying to satisfy its customers. The emphasis is on ways of retaining customers, then on attracting new customers. It is easy to attract new customers then to retain old customers. So, companies are trying to focus on this aspect of customer‘s satisfaction. The sale of a product does not end with the sale transaction but it is the point at which the original marketing concept starts. The marketer has to see that whether the customer satisfied with that particular product/service or not. The post purchase behavior is important for a marketer. If there is any cognitive dissonance in the minds of the customers then that is enough to lose a customer. Keeping this in mind the companies are giving more importance to customer satisfaction. This project work has been done to find out whether a customer is satisfied or dissatisfied, also to measure the level of the customer satisfaction and provide this feedback to the company. The first phase of the project involves the collection of information from the customers for interpreting the characteristics based on which the customer feels satisfied or dissatisfied. This information is collected by preparing a structured questionnaire. The questionnaire consists of both open-ended and closed-ended questions. The questionnaire is designed in such a way that a customer feels convenient to answer. The collated information through the questionnaire is analyzed and presented in a statistical form. The findings are listed and suggestions to solve problems faced have been given in the suggestion part. NEW HORIZON COLLEGE Page 1 A Study On Customer Satisfaction On Hero Moto Crop Introduction to Customer Satisfaction Whether the buyer is satisfied after purchase depends on the offers performance in relation to the buyer expectation. In general satisfaction are a person‘s feelings of pleasure or disappointment resulting from comparing a products perceived performance relation to his/her expectations. If the performance falls short of expectation, the customer is dissatisfied. If the performance matches the expectation customer is satisfied. If the performance exceeds the expectation the customer is highly satisfied. Customer satisfaction cannot be very difficult. After all you either satisfied with the services you receive or you are not. If you don‘t you are not. If it is that easy, then obtaining people's opinion about how satisfied they are with relatively straight forward matter- or is it? Customer satisfaction is a marketing tool and a definite value added benefit.