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CONTENTS

CHAPTER 1

TITLE INTRODUCTION NEED FOR THE STUDY SCOPE OF THE STUDY OBJECTIVES OF THE STUDY AREA OF STUDY RESEARCH METHODLOGY LIMITATIONS OF THE STUDY

PAGE NO

2 3 4 5 6

COMPANY PROFILE THEORETICAL OUTLOOK DATA INTERPRETATION FINDINGS& SUGGESTIONS CONCLUSION APPENDIX BIBLIOGRAPHY QUESTIONNAIRE

List of tables

Seria l no
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16

Topic name Users of motor bike No. of. Years of using bikes Decision maker Most preferred bikes Features for purchasing bikes Preferring of brand Procedural formalities Helpful sales person Time taken for delivery of new bikes After sales services Service charges Time taken for delivery of bikes after service Facilities provided by surya honda Rating of surya honda Performance of Honda bikes Overall satisfaction level

Pag e no

List of charts

Seria l no
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16

Topic name Users of motor bike No. of. Years of using bikes Decision maker Most preferred bikes Features for purchasing bikes Preferring of brand Procedural formalities Helpful sales person Time taken for delivery of new bikes After sales services Service charges Time taken for delivery of bikes after service Facilities provided by surya honda Rating of surya honda Performance of Honda bikes Overall satisfaction level

Pag e no

CHAPTER NO :1

INTRODUCTION NEED FOR THE STUDY SCOPE OF THE STUDY AREA OF THE STUDY OBJECTIVES OF THE STUDY RESEARCH METHODOLOGY LIMITATIONS OF THE STUDY

INTRODUCTION

The creation of market was a purposeful invention of business people who had to achieve their goal viz, profit, profit of course is the end result but is dependable on how best the unlimited and respective consumer wants could be satisfied. Marketing may be explained as business function entrusted with the creation and satisfaction of customers. To achieve customer satisfaction, products must be made available in the form, on the right time, at the right place and in the right manner that would tempt the consumer to obtain the possession. NEED FOR STUDY The study was undertaken in fulfillment of the degree of bachelor of business administration. The need of the study was to have personnel touch with the customers and go through their ideas as how long they have been satisfied by adopting and using the Anchor branded electrical accessories and other electrical products. SCOPE OF THE STUDY:

The study conducted can throw up some useful suggestions to the organization. It will reveal what the customers thinks about various bikes of their company

AREA OF THE STUDY: The area of study is in the field of Marketing with reference to customer satisfaction. (Surya Honda )

OBJECTIVES OF THE STUDY

Primary objectives:

To gauge the extent of customer satisfaction towards the Honda bikes. Secondary objectives: To get the feedback from the consumers on the companys various bikes. To find out the qualities and features that attracted the people towards Honda bikes. To provide suggestive measures if any, for improving customer satisfaction.

RESEARCH METHODOLOGY
MEANING OF RESEARCH
The advanced learners dictionary of current English lays down the meaning of research as, a careful

investigation or enquiry especially through search for new facts in any branch of knowledge. Research is thus, an original contribution to the existing stock of knowledge making for its advancement. It refers to the systematic method consisting hypothesis, of enunciating the the facts problem, and formulating a collecting reaching certain

conclusions either in the form of solutions towards the concerned problem or in certain generalization for some theoretical formulation. According to Clifford Woody research comprises defining and redefining problems, formulating hypothesis or suggested solutions: collecting, organizing and evaluating data: making deductions and reaching conclusions: and at last carefully testing the conclusions to determine whether they fit the formulating hypothesis. Research can be defined as the manipulation of things, concepts or symbols for the purpose of generalizing to extend, correct or verify knowledge, whether that knowledge aids in construction of theory or in the practice of an art SOURCES OF DATA The sources of data collection methods are as follows.

a)

Primary data:-

The primary data is that which details we collect first time from the market and also used first time in the research. We also say that the information is first time in the research decision. To collect the primary data questionnaire is prepared and issued to customers
b)

Secondary data:-

Secondary data are those data which are already collected by someone for some purpose and are available for the present study; secondary data are already collected by the companys records and other librarys books, magazines, internet etc.

Sampling size: Sampling size refers to the number of respondents in the sample size. The sample size used for this is 100

ANALYSIS OF THE DATA


The analysis of data requires a number of closely related operations such as establishment of categories, the application of these categories to raw data through tabulation and then drawing statistical influences.

PERCENTAGE ANALYSIS
In case of multiple choice questions the responses were categorized based on the nature and percentage is calculated for each category. To find the percentage of responses in each category, the number of responses for each category is used. The percentage is calculated by dividing the number of responses by the total number of respondents. Percentage = number of respondents * 100 Total

TABLES AND CHART


Various kinds of tables and charts are used to represent the survey findings and results, charts like pie diagram, bar diagram etc are used.

BAR DIAGRAM
It is a popular form of diagrammatic representation .This diagram consists of a series of rectangular bars standing on a common base .the bars are of equal width and equal spaced. The lengths of then bars are proportional to their magnitude.

The comparisons among the bars are based only on lengths. This type of diagram is called one dimensional diagram.

PIE DIAGRAM
A pie diagram is a pictorial representation of a statistical data with several subdivisions in circular forms. Component bar diagrams can also be drawn for such a data. A pie diagram consists of a circle subdivided into several sectors by radius. The areas of the sectors are proportional to the values of components are expressed in degrees taking the whole values as 360 degree.

LIMITATIONS

The survey was carried only in Surya Honda. Hence minimum number of people met.

The sample of 100 respondents may constitute a limitation due to its smallest nature of sample Few customers hesitate to give the real information. The period of survey was restricted to one month hence information collected were limited.

Language was a limiting factor

CHAPTER NO:2

PROFILE OF THE COMPANY

PROFILE OF THE COMPANY Honda was founded in the late 1940s as Japan struggled to rebuild following the second World War. Company founder Soichiro Honda first began manufacturing piston rings before turning his attention to inexpensive motorcycles. Mr. Honda always had a passion for engineering, and this became evident by the wild sales success of his motorcycles in the 1960s and by competing head-to-head against the worlds best on racetracks.

Today, Honda is a juggernaut, offering class-leading machines in most every category.

Honda Motor Co., Ltd. operates under the basic principles of "Respect for the Individual" and "The Three Joys" commonly expressed as The Joy of Buying, The Joy of Selling and The Joy of Creating. "Respect for the Individual" reflects our desire to respect the unique character and ability of each individual person, trusting each other as equal partners in order to do our best in every situation. Based on this, "The Three Joys" expresses our belief and desire that each person working in, or coming into contact with our company, directly or through or products, should share a sense of joy through that experience. In line with these basic principles, since its establishment in 1948, Honda has remained on the leading edge by creating new value and providing products of the highest quality at a reasonable price, for worldwide customer satisfaction. In addition, the Company has conducted its activities with a commitment to protecting the environment and enhancing safety in a mobile society. The Company has grown to become the world's largest motorcycle manufacturer and one of the leading automakers. With a global network of 501* subsidiaries and affiliates accounted for under the equity method, Honda develops, manufactures and markets a wide variety of products, ranging from small general-purpose engines and scooters to specialty sports cars, to earn the Company an outstanding reputation from customers worldwide. Company Name

Honda Motor Co., Ltd. Head Office 1-1, 2-chome, Minami-Aoyama, Minato-ku, Tokyo 107-8556, Japan Tel: +81-(0)3-3423-1111 Established September 24, 1948 President & CEO Takanobu Ito Capital 86 billion (as of March 31, 2009) Sales (Results of fiscal 2008) Consolidated: 10,011,241 million Unconsolidated: 3,404,554 million Total number of employees Consolidated: 181,876 (as of March 31, 2009) Unconsolidated: 26,471 (as of March 31, 2009) Consolidated subsidiaries 396 subsidiaries (as of March 31, 2009)

SURYA HONDA

OBJECTIVE OF THE COMPANY


To satisfy the needs of consumer by providing better price and models. To maintain good quality. To sell the product according to the group and convenience of the customer.

To provide better employment opportunities.

OPERATIONS
The following operations take place in the company The sale of Honda range of vehicles Service and repair of Honda vehicles Sale of Honda genuine spare parts VARIETY OF MODELS ACTIVA AVIATOR UNICORN DIO SHINE STUNNER TWISTER

WORKING HOURS
The working hours of the company are from 9.00 a.m to 1.00p.m and from 1.30 p.m to 5.30 p.m AREA AND FACILITIES

M/s Surya Honda is stretched out to a vast area which is filled in by A vehicle show room A service station A work shop A pre-delivery inspection area A test drive area A spare parts storage division And also it is equipped with latest sophisticated technologies

BRANCHES H.O: 173,Mount Poonamalle Road, Kattupakkam, Poonamalle, Chennai-600056 Branch office:17/5, Bye-Pass Road, Periya kuppam, Thiruvallur-602001 E-mail: suryahonda@rediffmail.com

CHAPTER NO:3

THEORETICAL OUTLOOK
THEORETICAL OUTLOOK
MARKETING-DEFINITION:
According to clark and clark-market is an area which is force leading to exchange of title to a particular product operate and towards which and form which actual good tends to travel.

Marketing is an integrating system. The ultimate aim of marketing is to satisfy human wants. In others words marketing is consumer oriented. Marketing process begins with recognition of customers.

MARKETING MANAGEMENT:
Marketing is the process of planning and executing the conception, pricing, promotion and distribution of ideas, goods and services to create exchanges, then satisfy individual and organizational goals.

MARKETING IS CONSUMER ORIENTED:


A business exists to satisfy human needs. Therefore business must first find out what the consumer want and then produce goods according to the needs of the consumes. Only such product should be produced which best satisfies consumer needs and at the profit of the market, under consumer oriented marketing, it is highly essential to know what the consumers really wants.

CUSTOMER SATISFACTION:
Satisfaction is the level of person resulting from campaign products perceived performance on relational to peoples exception. Satisfaction is the function of differences between perceived performance and exception. So the respondents can make a list of problems that they had with the offer and list of

improvements they suggest. Satisfaction is the function of perceived performance and exception. If the performance falls short of exceptions, the customer is dissatisfied. If the performance exceeds exception the customer is highly satisfied or delighted. Satisfaction is an important element in an evaluate stage. Satisfaction refers to the buyers state of being adequately rewarded in a buying situation for the sacrifice he has made. Adequacy of satisfaction is a result of matching actual past purchase and consumption experience with he expected reward from the band in terms of its anticipated potential to satisfy the consumers motives. HUNT has defined customer satisfaction as a Satisfaction is a kind of sleeping away from an experience and evaluating it, one could have a pleasurable experience that caused dissatisfaction even though pleasurable, it wasnt as pleasurable to be. So, satisfaction is not an emotion, its the evaluation of emotion. Once consumers purchase and use a product, they may then become either satisfied or dissatisfied. Research was uncovered several determinants variables, expectations and other factors. The more confidence one has in purchase decision-making and the more competence in a given product area the greater ones satisfaction tends to be. The result of satisfaction to the consumer from the purchase of product of services that more favorable post purchase attitudes, highest purchase intensions and brand

loyalty are likely to be exhibited. (i.e.) the same behavior is likely to be exhibited in a similar purchasing situation, thus as long as a positive reinforcement takes place the consumer will tend to continue to purchase the same brand. Major attributes of customer satisfaction can be summarized as: Product Quality Product Packaging Keeping delivery commitments Price Responsiveness and ability to resolve complaints and reject reports Overall communication, accessibility and attitude Customer satisfaction being the target of any company is essential for the long run of the company. Satisfaction is persons feeling of pleasure resulting from comparing products perceived performance in relation to their exception. Customer is people who buy goods or hire service for consideration paid or promised

What is a customer?

A customer is the most important person in any business acting. A customer is not dependent on us, we are dependent on him. A customer is not an interruption of our work. He is purpose of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so. A customer is not someone to argue with. Nobody ever won argument with a customer. A customer is a person who brings his wants. It is our job to handle. ATTRACTING CUSTOMERS: Today customers are harder to please. They are smarter, more price conscious, more demanding, less forgiving and they are approached by many competitors with equal or better offers. The challenge is to produce delighted and loyal customers.

BENEFITS OF CUSTOMER SATISFACTION: Although every company wants to provide a service that satisfies that customers, this isnt the only goal. Companies cant lose sight of other basic business goals such as achieving a competitive advantage or making a profit. Higher level of customer satisfaction leads to greater customer loyalty. It is more profitable to keep good customers than to constantly attract and develop new customers to replace the one who leave. Highly satisfaction is an insurance policy against something going wrong. Completely satisfied customers believe that a company thoroughly understands and addresses their own personal preference, need, expectation and problems. Companies must continually listen to customers and find new ways to delight them.

DELIVERING HIGH CUSTOMER VALUE: The key to generating high customer loyalty is to deliver high customer value. According to Michael lanning, in his delivering profitable value, a company must design a

competitively superior value proposition aimed at a specific market segment, backed by a superior value-delivery system.

Customer Satisfaction in 7 Steps:


It's a well known fact that no business can exist without customers. In the business of Website design, it's important to work closely with your customers to make sure the site or system you create for them is as close to their requirements as you can manage. Because it's critical that you form a close working relationship with your client, customer service is of vital importance. What follows are a selection of tips that will make your clients feel valued, wanted and loved. 1. Encourage Face-to-Face Dealings: This is the most daunting and downright scary part of interacting with a customer. If you're not used to this sort of thing it can be a pretty nerve-wracking experience. Rest assured, though, it does get easier over time. It's important to meet your customers face to face at least once or even twice during the course of a project. My experience has shown that a client finds it easier to relate to and work with someone they've actually met in person, rather than a voice on the phone or someone typing into an email or messenger program. When you do meet them, be calm, confident and above all, take time to ask them what they need. I believe that if a potential client spends over half the meeting doing the talking, you're well on your way to a sale. 2. Respond to Messages Promptly & Keep Your Clients Informed: This goes without saying really. We all know how annoying it is to wait days for a response to an email or phone call. It might not always be practical to deal with all customers' queries

within the space of a few hours, but at least email or call them back and let them know you've received their message and you'll contact them about it as soon as possible. Even if you're not able to solve a problem right away, let the customer know you're working on it. A good example of this is my Web host. They've had some trouble with server hardware which has caused a fair bit of downtime lately. At every step along the way I was emailed and told exactly what was going on, why things were going wrong, and how long it would be before they were working again. They also apologised repeatedly, which was nice. Now if they server had just gone down with no explanation I think I'd have been pretty annoyed and may have moved my business elsewhere. But because they took time to keep me informed, it didn't seem so bad, and I at least knew they were doing something about the problems. That to me is a prime example of customer service. 3. Be Friendly and Approachable: A fellow SitePointer once told me that you can hear a smile through the phone. This is very true. It's very important to be friendly, courteous and to make your clients feel like you're their friend and you're there to help them out. There will be times when you want to beat your clients over the head repeatedly with a blunt object - it happens to all of us. It's vital that you keep a clear head, respond to your clients' wishes as best you can, and at all times remain polite and courteous. 4. Have a Clearly-Defined Customer Service Policy: This may not be too important when you're just starting out, but a clearly defined customer service policy is going to save you a lot of time and effort in the long run. If a customer has a

problem, what should they do? If the first option doesn't work, then what? Should they contact different people for billing and technical enquiries? If they're not satisfied with any aspect of your customer service, who should they tell? There's nothing more annoying for a client than being passed from person to person, or not knowing who to turn to. Making sure they know exactly what to do at each stage of their enquiry should be of utmost importance. So make sure your customer service policy is present on your site -- and anywhere else it may be useful. 5. Attention to Detail (also known as 'The Little Niceties'): Have you ever received a Happy Birthday email or card from a company you were a client of? Have you ever had a personalised sign-up confirmation email for a service that you could tell was typed from scratch? These little niceties can be time consuming and aren't always cost effective, but remember to do them. Even if it's as small as sending a Happy Holidays email to all your customers, it's something. It shows you care; it shows there are real people on the other end of that screen or telephone; and most importantly, it makes the customer feel welcomed, wanted and valued. 6. Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out: Sometimes this is easier said than done! However, achieving this supreme level of understanding with your clients will do wonders for your working relationship.

Take this as an example: you're working on the front-end for your client's exciting new ecommerce endeavour. You have all the images, originals and files backed up on your desktop computer and the site is going really well. During a meeting with your client he/she happens to mention a hard-copy brochure their internal marketing people are developing. As if by magic, a couple of weeks later a CD-ROM arrives on their doorstep complete with high resolution versions of all the images you've used on the site. A note accompanies it which reads: "Hi, you mentioned a hard-copy brochure you were working on and I wanted to provide you with large-scale copies of the graphics I've used on the site. Hopefully you'll be able to make use of some in your brochure." Your client is heartily impressed, and remarks to his colleagues and friends how very helpful and considerate his Web designers are. Meanwhile, in your office, you lay back in your chair drinking your 7th cup of coffee that morning, safe in the knowledge this happy customer will send several referrals your way. 7. Honour Your Promises: It's possible this is the most important point in this article. The simple message: when you promise something, deliver. The most common example here is project delivery dates. Clients don't like to be disappointed. Sometimes, something may not get done, or you might miss a deadline through no fault of your own. Projects can be late, technology can fail and sub-contractors don't always deliver on time. In this case a quick apology and assurance it'll be ready ASAP wouldn't go amiss.

CHAPTER NO:4

DATA ANALYSIS & INTERPRETATION

DATA ANALYSIS & INTERPRETATION


Analysis and interpretation refers to the tasks of drawing influences from the collected facts. It is an attempt to organize and summarize data in order to increase result use fullness in such a manner that enables researchers to relate critical points with the study objectives sometimes, this organizing and summarizing dispersion. The reliability of those summary estimates is required to be determined.

The task of interpretation has two major concepts that is The efforts of establish continuity research though linking the results of a given study with those of another. The establishment of some explanatory concepts.

USERS OF MOTOR BIKE


Table showing the users of motor bike

Responses Yes No Total

No of respondent 80 20 100

Percent (%) 80 20 100

INFERENCE:
From the above table,

80% of the customers say they own a bike. 20% of the customers say they do not own a bike.

Chart showing the users of motor bike

RESPONDENT

80 80 60 40 20 20 0 RESPONDENT

Yes

No

YEARS OF USING BIKES


Table showing no.of. years of using bikes

Number of years using bikes 6 months 1 yrs 2 yrs 3yrs Total

Frequency 25 35 30 10 100

Percent (%) 25 35 30 10 100

INFERENCE:
From the above table, 35% of the customers have been using for 1 yrs 30% of the customers have been using for 2 yrs 25% of the customers have been using for 6 months 10% of the customers have been using for 3 yrs

Chart showing no. of .years of using bikes

Respondent

30 1 year 35 25 10 2 year 6 months 3 year 35

DECISION MAKER
Table showing the decision making for purchase of Bike in the family

Responses Father Self Mother Others Total

No of respondent 46 42 10 2 100

Percent (%) 46 42 10 2 100

INFERENCE:
From the above table,

46% of the customers say that father takes the decision 42% of the customers say that they themselves take decision 10% of the customers say that mother takes the decision 2% of the customers say that other family members take decision

Chart showing the decision making for purchase of Bike in the family

No of respondents

Others Mother 10%2% Father 46% Self 42%

Father Self Mother Others

MOST PREFERRED BIKES


Table showing most preferred Honda bikes by customers

Attributes Activa Stunner Shine Unicorn Total

No of respondents 40 20 15 25 100

Percent (%) 40 20 15 25 100

INFERENCE:
From the above table, 40% of the customers prefer activa 20% of the customers prefer stunner 15% of the customers prefer shine 25% of the customers prefer unicorn

Chart showing most prefered Honda bikes by

customers

40 20 25 15 No of respondents

Activa

Stunner

Shine

Unicorn

FEATURES FOR PURCHASING BIKES

Table showing the features considered for purchase of A bike Attributes Mileage Excellent Good Average Poor 40 30 25 25 20 20 20 26 12 10 5 14 8 Total 100 100 100 100

Design&looks 50 Comforts Brand reputation 35 60

INFERENCE: From the above table, Mileage:


40% customers say mileage is excellent 30% customers say mileage is good 20% customers say mileage is average 10% customers say mileage is poor

Design& looks :
50% customers say design &looks is excellent 25% customers say design &looks is good 20% customers say design &looks is average 5% customers say design &looks is poor

Comforts: 35% customers say comforts is excellent 25% customers say comforts is good 26% customers say comforts is average 14% customers say comforts is poor Brand reputation: 60% customers say brand reputation is excellent 20% customers say brand reputation is good 12% customers say brand reputation is average 8% customers say brand reputation is poor

Chart showing the feature considered for purchase of A bike

60 50 40 30 20 10 0 Mileage Design&looks Comforts Brand reputation Excellent Good Average Poor

PREFERRING OF BRAND

Table showing why customers prefer this brand


Attributes Excellent quality Latest technology Goodwill Mechanic recommendation Total 10 100 10 100 No of respondents Percent (%) 35 35 25 30 25 30

INFERENCE:
From the above table, 35% of the customers prefer this brand for excellent quality 25% of the customers prefer this brand for latest technology 30% of the customers prefer this brand for goodwill

10% of the customers prefer this brand for mechanic recommendation

Chart showing why customers prefer this brand

No of respondents 40 35 30 25 20 15 35 10 5 0 Excellent quality

25

30 10 Mechanic recommendation

No of respondents

PROCEDURAL FORMALITIES
Table showing the procedural formalities of surya

Latest technology

Goodwill

honda

Responses Easy Hard Total

No of respondent 70 30 100

Percent (%) 70 30 100

INFERENCE:
From the above table, 70% of the customers feel that procedural formalities is easy 30% of the customers feel that procedural formalities is hard

Chart showing the procedural formalities of surya honda

No of respondents 80 70 60 50 40 30 20 10 0 Easy Hard 30 No of respondents 70

HELPFUL SALES PERSON


Table showing the how helpful are sales person of Surya honda

Responses Responsive Not responsive Neutral Total

No of respondents 65 20 15 100

Percent (%) 65 20 15 100

INFERENCE:
From the above table, 65% of the customers feel that sales person are responsive 20% of the customers feel that sales person are not responsive 15% of the customers feel that sales person are neutral

Chart showing how helpful are sales person of surya honda

No of respondents

Neutral

15

Not responsive

No of respondents

20

Responsive

65

10

20

30

40

50

60

70

TIME TAKEN FOR DELIVERY OF NEW BIKES


Table showing the time taken for delivery of new bikes

Responses 1day 2-3days 5days More than a week Total

No of respondent 20 45 20 15 100

Percent (%) 20 45 20 15 100

INFERENCE:
From the above table,

45% of the customers say that bike is delivered within 2-3 days 20% of the customers say that bike is delivered within a day 20% of the customers say that bike is delivered within 5days 15% of the customers say that bike is delivered more than a week

Chart showing the time taken for delivery of new bikes

No of respondents 50 40 30 20 10 0 1day 2-3days No of respondents 5days More than a week 20 20 15 No of respondents 45

AFTER SALES SERVICE


Table showing the after sales service of surya honda bikes

Responses Prompt service Delayed service Lack of service Not called so far Total

No of respondent 38 27 23 12 100

Percent (%) 38 27 23 12 100

INFERENCE:
From the above table,

38% of the customers feel service is prompt 27% of the customers feel the service is delayed 23% of the customers feel it lack of service

12% of the customers feel they have not called so far

Chart showing the after sales service of surya honda bikes

38 40 35 30 25 20 15 10 5 0 No of respondents 12

27 23 Prompt service Delayed service Lack of service Not called so far

SERVICE CHARGES
Table showing the rates of service charges

Responses High Reasonable Low Total

No of respondents 30 60 10 100

Percent (%) 30 60 10 100

INFERENCE:
From the above table,

60% of the customers find that service charges are reasonable 30% of the customers find that service charges are high 10% of the customers find that service charges are low

Chart showing the rates of service charges

60 60 50 40 30 20 10 0 No of respondents 10 30 High Reasonable Low

TIME TAKEN FOR DELIVERY OF BIKES AFTER SERVICE

Table showing the delivery of bikes after service


Responses 1day 2-3days 5 or more days Total No of respondents 60 30 10 100 Percent (%) 60 30 10 100

INFERENCE:
From the above table, 60% of the customers feel that bike is delivered within a day 30% of the customers feel that bike is delivered in 2-3 days

10% of the customers feel that bike is delivered in 5 or more days

Chart showing the delivery of bikes after service

No of respondents 70 60 50 40 30 20 10 0 1day 2-3 days 5 or more days No of respondents

FACILITIES PROVIDED BY SURYA HONDA

Table showing the awareness of the facilities provided

Attributes Insurance Extended warranty Finance Genuine accessories


INFERENCE:

Yes 100 50 80 55

No 0 50 20 45

Total 100 100 100 100

From the above table, 100% customers are aware of insurance facility 50% customers are aware of extended warranty facility 80% customers are aware of finance facility 55% customers are aware of genuine accessories facility

Chart showing the awareness of the facilities provided By surya honda

100 90 80 70 60 50 40 30 20 10 0 Yes No Insurance Extended warranty Finance Genuine accessories

RATING OF SURYA HONDA ON FOLLOWING PARAMETER

Table showing the rating of surya honda Attributes Agree Disagree Strongly Neither Total disagree agree nor disagree 45 30 15 10 100

Display of merchandise is attractive Availability of the product Vehicle in good condition Attractive discounts offered Offered a test drive

60

10

15

15

100

80

10

100

50 70

20 10

10 10

20 10

100 100

INFERENCE
From the above table,

Display of merchandise is attractive: 45% of customers agree 30% of customers disagree 15% of customers strongly disagree 45% of customers neither agree nor disagree

Availability of the product: 60% of customers agree 10% of customers disagree 15% of customers strongly disagree 15% of customers neither agree nor disagree

Vehicle in good condition: 80% of customers agree 10% of customers disagree 5% of customers strongly agree 5% of customers neither agree nor disagree

Attractive discounts offered:

50% of customers agree 20% of customers disagree 10% of customers strongly agree 20% of customers neither agree nor disagree

Offered a test drive: 70% of customers agree 10% of customers disagree 10% of customers strongly agree 10% of customers neither agree nor disagree

Chart showing the rating of surya honda

90 80 70 60 50 40 30 20 10 0 0 1 2 3 4 5 6 Strongly disagree Neither agree nor disagree Agree Disagree

PERFORMANCE OF HONDA BIKES


Table showing the performance of Honda bikes

Attributes Excellent Good Not Satisfactory Average Total

No of respondents 48 28 4 20 100

Percent (%) 48 28 4 20 100

INFERENCE:
From the above table,

48% of the customers feel that performance of bike is excellent 28% of the customers feel that performance of bike is good

4% of the customers feel that performance is not satisfactory 20% of the customers feel that performance of bike is average

Chart showing the performance of Honda bikes

No of respondents

Ave ra ge Not sa tisfa ctory

20 4 No of respondents 48 28

Ex ce lle nt

Good

OVERALL SATISFACTORY LEVEL


Table showing satisfactory level about Honda bikes

Attributes

No. of. respondents

Percent

Highly satisfied Satisfied

50

50

30

30

Dissatisfied

10

10

Neutral Total

10 100

10 100

INFERENCE: From the above table, 50% of customers are highly satisfied 30% of customers are satisfied 10% of customers are dissatisfied 10% of customers are neutral Chart showing satisfactory level about Honda bikes

Respondents

50 40 30 20 10 0 Highly satisfied Satisfied Dissatisfied Netural Respondents

CHAPTER NO:5

FINDINGS & SUGGESTIONS

FINDINGS

80% Of customers own a bike.

35% of customers are using bike for 1yrs

46%says father makes a decision for purchase of a bike 40% customers says active is most preferred bikes

60% consider brand reputation as a features of a bike 70% say the procedure is easy 65% say the sales person are responsive 45% say new bikes are delivered within 2-3 days 38% say the service is prompt service 60% say the service charges are reasonable 100% are aware of the insurance facility 50% are aware of extended warranty 80% are aware of finance facility 55% are aware of genuine accessories

48% say the performance of Honda bikes is excellent

SUGGESTIONS

1. Honda should introduce a low price moped 2. For the promotion, company should make roadshow that will .Increase the sales. 3. The company should give more concentrate on the advertisement. 4. Honda Company should implement a new strategy to reduce the competition and lead into the bike market. . 5. The company should concentrate on services after Sales services 6. As people expect more mileage per kilometer, Company should increase the mileage of the Honda bike

CHAPTER NO:6

CONCLUSION

CONCLUSION

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.

ANNEXURES BIBLIOGRAPHY QUESTIONNAIRE

BIBLIOGRAPHY

PRINCIPLES OF MARKETING PHILIP KOTLER

MARKETING- DR.L.NATRAJAN. MARKETING RESEARCH D.D.SHARMA. www.google.com www.pakistanmba.jimbo.com www.scribd.com www.honda.com

QUESTIONNAIRE
My name is Naresh.s .I am a final year B.B.A student of D.G. VAISHNAV COLLEGE Arumbakkam,Chennai. I would

request you to kindly spare some of your valuable time and answer the following questions. Thank you

1.Customer profile: (A) Name (C) Age (E) Address (B) Occupation (D) Income

2. Do you have a bike? (A) Yes (B) No

3. How many years you have been using your bikes? (A) 1yrs (C) 6 Months (B) 2 yrs (D) 3 yrs

4.Who is the decision maker for purchasing bike in your family (A) Father (C) Self (B) Mother (D) Others

5.Which model of Honda bikes you prefer most? (A) Activa (C) Stunner (B) Shine (D) Unicorn

6.Which factor you considered the most during your purchase of motor bikes.? (A) Mileage (C) Comforts (B) Design (D) Brand reputation

7.Indicate the mode of payment accepted by surya honda (A) Cash (C) Both (B) Cheque

8.How do you find procedural formalities undertaken by surya Honda (A) Easy (B) Hard

9.How helpful are the sales person of surya Honda towards customers? (A) Responsive (C) Neutral (B) Not responsive

10.Mention the period of time taken by surya Honda for delivery of new bikes.? (A)1 day (C) 5 days (B) 2-3 days (D) More than a week

11.How do you find the after sales service of surya honda (A) Prompt service (C) Lack of service (B) Delayed service (D) Not called so far

12. How do you find the service charges? (A) High (C ) Reasonable (B) Low

13. Time taken for delivery of bikes after service (A) 1day (C ) 5or more days (B) 2-3day

14. Are you aware of the following facilities provided by surya Honda? (A) Insurance (C ) Finance (B) Extended warranty (D) Genuine accessories

15.How is the performance of the Honda bikes? (A) Excellent ( C )Not satisfactory (B) Good (D) Average

16.What is your overall satisfactory level about Honda ? (A) Highly satisfied (C ) Dissatisfied 17.Give your suggestion (B) Satisfied ( D) Neutral