WINTER TRAINING PROJECT REPORT

ON
A COMPRATIVE STUDY OF CUSTOMER SATISFACTION
WITH SPECIAL REFERENCE OF TWO WHEELERS
COMPANIES (MAHINDRA V/S HERO)
SUBMITTED TO
KANPUR INSTITUTE OF MANAGEMENT STUDIES
(AFFIALED TO A P J ABDUL KALAM TECHNICAL
UNIVERSITY, LUCKNOW)
IN PARTIAL FULLFILMENT OF THE REQUIREMENTS FOR THE
AWARD OF THE DEGREE MASTER OF BUSINESS
ADMINISTRATION
UNDER THE GUIDANCE OF
(MS. RANU CHAUBEY)
SUBMITTED BY:
(SHIV KUMAR)
ROLL NUMBER - 1471470161
MBA 2014-16
1

CERTIFICATE

This is to certify that Mr. SHIV KUMAR, Roll number 1471470161, a student of MBA in
Kanpur Institute of Management Studies, has carried out the winter Training Project work
presented in this report titled A COMPRATIVE STUDY OF CUSTOMER SATISFACTION
WITH SPECIAL REFERENCE OF TWO WHEELERS COMPANIES (MAHINDRA V/S
HERO) for the award of MASTER OF BUSINESS ADMINISTRATION for the academic
batch 2015-2016 under my guidance.

NAME OF PROJECT GUIDE:

MS. RANU CHAUBEY

(Assistant Professor)

H.O.D.
MR. ANKUR JAUHARI
Kanpur Institute of Management Studies
Unnao.
Date:

DECLARATION

I, (SHIV KUMAR), hereby declare that the project work entitled AN COMPRATIVE
STUDY OF CUSTOMER SATISFACTION WITH SPECIAL REFERENCE OF TWO
WHEELERS COMPANY LTD (MAHINDRA V/S HERO DREAM YOGA
submitted towards MBA Certificate is my original work and the dissertation has not formed the
basis for award of any degree, associate ship, fellowship or any similar title to the best of my
knowledge.

Place:

(SHIV KUMAR)

Date:

Roll No.1471470161

ACKNOWLEDGEMENT
I have lots of word to express my gratitude to Mahindra motors authorized dealer: Mahindra
two wheelers Ltd. For providing me a valuable chance to undergo my winter training in their
prestigious organization. I would like to thank Mr. Om Kant Payday manager
AN COMPRATIVE STUDY OF CUSTOMER SATISFACTION WITH SPECIAL
REFERENCE OF TWO WHEELERS COMPANY LTD (MAHINDRA V/S HERO
DREAM YOGA
for their cooperation and needed guidance in the successful accomplishment of this project. It
would be great privilege to express my sincere and deep sense of gratitude to MS. RANU
CHAUBEY
(Assistant Professor) whose inspiring guidance, pain taking efforts and untiring supervision, I
went through the training and project.
I wish to record my sincerer regarded to my course Director Dr. P.N BAJPAI and all my faculty
members who built a concrete platform for me before sending me for the training so that I would
stand firmly in all aspects.
At last but not the last, I feel indebted to my parents, colleagues for giving me the time, support
and inspiration to accomplish this work.

PREFACE
M.B.A program is one of the most reputed professional courses in the field to Management. This
course includes both theory and its implications as its concepts of curriculum. Summer training
is an integral part of the Master of Business.

Administration (MBA) at KANPUR INSTITUTE OF MANAGEMENT STUDIES

SINGHRAUSI UNNAO

Each student is requires to undergo practical training in an industrial organization for a period of
6 to 8 weeks. The purpose of this training is to expose the student to practical fronts.

I was fortunate enough to have the opportunity to undergo training at AN COMPRATIVE

STUDY OF CUSTOMER SATISFACTION WITH SPECIAL REFERENCE OF TWO
WHEELERS COMPANY LTD ( MAHINDRA V/S HERO DREAM YOGA
, KANPUR. As complementary to training; every student has to prepare and submit a report on
the working of organization as well as the project work conducted by the student during the
period .This report is in continuation of that tradition.

It is an attempt to present the report on account of little practical knowledge observed and
gathered during the training period.

TABLE OF CONTENT:

S.NO
1.

Description
MAHINDRA Motorcycle Global History

2.

MAHINDRA Motorcycle India History

Company profile

3.

Product of Mahindra Motorcycle

4.

Demonstration of MAHINDRA product

5.

Hero Motorcycle Indian History

6.

Company Profile

7.

IR

8.

Product of Hero Monocarps

9.

Demonstration of Hero product

10.

Major Competitors

11.

Objective of the study and hypothesis

12.

Industrial relationship

13.

Research Mythology

14.

Research Design

15.

Finding and recommendation

16.

Conclusion

Page no.

History of Mahindra Motors

MAHINDRA MOTORS
AUTHORISED DEALER: MAHINDRA TWO WHEELERS LTD
is an Indian conglomerate holding headquartered in Mumbai, Maharashtra, India. The company
operates in five major segments: exploration and production, refining and marketing,
petrochemicals, retail and telecommunications.
M Motors is the second-largest publicly traded company in India by market capitalization and is
the second largest company in India by revenue after the state-run Corporation. The company is
ranked No. 99 on the Fortune Global 500 list of the world's biggest corporations, as of 2013. M
Motors contributes approximately 14% of India's total exports.

History
Mahindra Two Wheelers Limited (MTWL) is a group venture owned by Mahindra &
Mahindra Limited(M&M) which manufactures scooters and

motorcycles. Mahindra Two

Wheelers Limited was founded in 2008, when Mahindra & Mahindra Limited acquired the
business assets of Kinetic Motor Company Limited MTWL has partnered with Taiwan's Anyang
Industry Company(SYM) to help develop its scooter portfolio, and with Italy-based Engines
Engineering for research and product design.
Contents

2 Products

3 Awards

4Refereces

5 External Links
8

Facilities
The company has a manufacturing facility at Pithampur, near Indore in Madhya Pradesh.
Mahindra Two Wheelers Limited has a Research and Development unit located at Chinchwad.
Pune, equipped with necessary design and development facilities right from renderings to
prototype manufacture and testing. It has invested 100 crore (US$15 million) to make it
functional.
The company has a 200 strong vendor network spread across the nation with more than 300
dealers creating 700 touch points.
Products
Mahindra Two Wheelers currently has 5 scooters:

Duro DZ

Flyte

Kine

Gusto

Rodeo UZO (2014)

Rodeo UZ (2012)

Centuro

Mojo300cc

Mahindra Group, is foraying into the 110cc scooter segment with Gutso. Mahindra Two
Wheelers sells 13,445 units during December 2014 indtoday.com
Awards

Mahindra Duro was declared the Scooter of the Year at the annual NDTV Car & Bike
Awards in 2010

Mahindra Rodeo won the Best Website Award - Automotive at Campaign Indias Digital
Media Awards.

MAHINDRA MOTORCYCLES INDIA HISTORY

MAHINDRA Motorcycle India Pvt, Ltd. Engges in manufacturing two wheelers. The
companys products include motorcycle and scooters. It offers its products through a
network of dealers. The company motorcycle india Pvt, Ltd. Operates as the subsidiary of

MAHINDRA motor corp.

MAHINDRA motor corporation (SMC), a global giant of motorcycle manufacturing is
headquartered in Japan. It holds major stake in its Indian subsidiary, MAHINDRA
motorcycle India Privat Limited (SMIL). SMIL was set up after Suzukis re-entry into the
Indian two-wheeler market after it severed ties with partner TVS in 2000-01.
MAHINDRA was then the technology provider in the erstwhile joint venture TVS

MAHINDRA.
MAHINDRA motorcycle India Pvt Ltd (SMIPL) is the largest entry into the already
crowded Indian two-wheeler segment with players like Hero Honda, Bajaj Auto, Honda,
and TVS. SMIPL have started their Indian operations with a 125-cc mass market
motorcycle. It has made an initial investment of Rs. 200 crores to start their Indian

operations.
Company sources have revealed that MAHINDRA would follow up this 125cc bike with
a high performance 150-cc sibling sometime next year. And for the budget segment,

10

another100cc bike is expected in the frist quarter of 2006. Mass market is the initial aim

with plans to entyer all the segments rapidly. They have their facilities locted in Gurgaon.
MAHINDRA had launched bike by diwali, which is the auspicious time for buying a bew
vehicle in Indian families. Their setup in Gurgaon has the capabilities of manufacturing
one lakh motorcycle and they are ready to step that up massively if the situation arises.
They already have setup 40 dealership around the country stations to provide serc=vice

stations to provide services to the customers.

The parent company happens to be one of the largest manufactures of two wheelers in the
world with more than 20 lakh bikes sold per annum. They are popular for their range of
high performance road machines, lightweight super bikes, dirt bikes, steet bikes, and
motocross and fun bikes globally.In 1909, Michio MAHINDRA (18871982) founded
the MAHINDRA Loom Works in the small seacoast village of Hamamatsu,

Japan. Business boomed as MAHINDRA built weaving looms for Japan's giant silk
industry.In 1929, Michio MAHINDRA

invented a new type of weaving machine, which was exported overseas. The company's
first 30 years focused on the development and production of these machines.

Despite the success of his looms, MAHINDRA believed that his company would benefit
from diversification and he began to look at other products. Based on consumer demand,
he decided that building a small car would be the most

practical new venture. The project began in 1937, and within two years MAHINDRA had
completed several compact Prototype cars. These first MAHINDRA motor vehicles were
powered by a then-innovative, liquid-cooled, four-stroke,

four-cylinder engine. It had a cast aluminium crankcase and gearbox and generated 13
horsepower (9.7 kW) from a displacement of less than 800cc.

11

With the onset of World War II, production plans for MAHINDRA's new vehicles were
halted when the government declared civilian passenger cars a "non-essential
commodity." At the conclusion of the war, MAHINDRA went back to producing looms.
Loom production was given a boost when the U.S. government approved the shipping of
cotton to Japan. MAHINDRA's fortunes brightened as orders began to increase from
domestic textile manufacturers. But the joy was short-lived as the cotton market
collapsed in 1951.Faced with this colossal challenge, MAHINDRA's returned to the

production of motor vehicles. After the war, the Japanese had a great need for affordable,
reliable personal transportation. A number of firms began offering "clipon" gas-powered
engines that could be attached to the typical

Bicycle. MAHINDRA's first two-wheeled vehicle was a bicycle fitted with a motor
called, the "Power Free." Designed to be inexpensive and simple to build and maintain,
the 1952 Power Free had a 36 cc, one horsepower, two-stroke engine. The new doublesprocket gear system enabled the rider to either pedal with the engine assisting, pedal

without engine assist, or simply disconnect the pedals and run on engine power alone.
The patent office of the new democratic government granted MAHINDRA a financial
subsidy to continue research in motorcycle engineering.

By 1954, MAHINDRA was producing 6,000 motorcycles per month and had officially
changed its name to MAHINDRA Motor Co., Ltd. Following the success of its first
motorcycles, MAHINDRA created an even more successful automobile: the

1955 MAHINDRA sold with front-wheel drive, four-wheel independent suspension and
rack-and-pinion steering, which were not common on cars until three decades later.

12

Mahindra industries

13

Type

Private

Traded as

BSE: 500520

Industry

Automotive

Headquarters Pune, India

Area served
Products

Worldwide
Scooters, Motorcycles

Website
m a h i n d r a 2 w h e e l e r s . c o m

Company Profile
14

Sector: Consumer Discretionary

Industry: Retail - Discretionary
Sub-Industry: Automotive Retailers
Mahindra Two Wheelers Ltd. manufactures automobiles. The Company produces two wheel
products such as motorcycles and scooters. Mahindra Two Wheelers markets to customers
throughout India.
Corporate Information
Address:

Mahindra Towers, Media Cube

G M Bhosale Marg, Worli
Mumbai, 400 018
India
Phone: 91-22-2490-1441 Fax:
Web url: www.mahindra.com

Mahindra Bolero

15

Mahindra Bolero is one of the most successful and popular utility vehicle of the M & M groups.
The car is robust in appearance and it has been elegantly designed keeping in mind the condition
of the Indian roads.
Mahindra Bolero is also amongthe best fuel efficient cars of India as the manufacturer has
equipped it wi th a 2500cc disel engine with 5. speed transmission.

Mahindra Scarpio
Mahindra and Mahindra limited launched Mahindra scarpio as its first spert utility vehicle in
India in 2002 this suv has redefined the expectation for the design of suv with its study looks
and power ful performance. The sophisticated interior design add to the further glory to the
appearance.

Mahindra Ingenio
Mahidra and Mahindra is planning to launch a new multi- purpose vehicle to take on the Toyota
Innovo and the and the chevrolet Tavera in both individual buyer and taxi segments.
Mahindra has currently named the project ingenious the vehicle is expected to hit the market in
2009.

Mahindra Renault Logan

16

much awaited Mahindra Renault Logan has been launched in India this compact sedan is a
spacious practical and affordable vehicle the outlook of Logan is impressive and the basic
version is value for money however top and versions is value for money however top and
versions are bit high on price the promised feature of this car is its Performance interior and
economy.

Mahindra XYLO
Mahindra and Mahindra limited launched their lasts multi utility vehicle Mu v XYLO In India on
January 13.2009 the car basis of heaving all the luxurious features that are seen in today sedans.
With the ample space of a utility vehicle XYLO musalor stance contributes to its commanding
road presence fully packed with the latest features the MU v is sure to impress Indian consumers
and pravide a stiff competition to the other vehicle with its c loss.

Performance of Mahindra XYLO

under the hood of Mahindra XYLO lies 14 Cylinder turbocharged m eagle diesel engine which
geereratews a power of 112 bhp @ 3800 rpm & a peak lorque of 24kgm@ 1800-3000rpm the
powerful engine developed on the nef CRD e platform and is mated 5 years manual
transmission, the car accelerate from rest to 60 kmh injust 5.8 seconds.
Mahindra & Mahindra was set up as a steel trading company in 1945 in Ludhiana as Mahindra &
Mohammed by brothers K.C. Mahindra and J.C. Mahindra and Malik Ghulam Mohammed After
India gained independence and Pakistan was formed, Mohammed emigrated to Pakistan. The
company changed its name to Mahindra & Mahindra in 1948 It eventually saw business
opportunity in expanding into manufacturing and selling larger MUVs, starting with assembly
under licence of the Willis Jeep in India. Soon established as the Jeep manufacturers of India, the
company later commenced manufacturing light commercial vehicles (LCVs) and agricultural
tractors Today, Mahindra & Mahindra is a key player in the utility vehicle

17

Manufacturing and branding sectors in the Indian automobiles industry with its flagship
Mahindra XUV500 and uses Indias growing global market presence in both the automotive and
farming industries to push its products in other countries. Over the past few years, the company
has taken interest in new industries and in foreign markets. They entered the two wheeler
industry by taking over kinetic Motors in India. M&M also has controlling stake in REVA
Electric Car Company and acquired south Koreas Ssangyong Motor Company in 2011. In the
2010-11 M&M entered in micro Drip irrigation with the takeover of EPC Industries Ltd, Nasik.

18

ARUN NANDA
Chairman
Mahindra Holidays & Resorts India Limited (MHRIL)

BOARD OF DIRECTORS

19

The Group Executive Board (GEB) displays the breadth and depth of our talented human capital. Made up of people from all segments of industry, the GEB explores synergies between all our businesses to unite our goals and forge strategic plans. Working together, we create value while staying true to our common purpose and values.
Meet the people whose extraordinary efforts enable us to Rise .
R a j e e v
A n a n d

M a h i n d r a

D u b e y

Group President - HR & Corporate Services, CEO - Aftermarket Sector

Chairman & Managing Director Mahindra & Mahindra

P a w a n

G o e n k a

Executive Director - Mahindra & Mahindra, Group President (Auto and Farm Sector)

Group President and CEO - Aerospace & Defence Sector

U l h a s

Y a r g o p

Group President - IT Sector, Group CTO

Group President Strategy

A n i t a

Zhooben

A r j u n d a s

Bhiwandiwala

Managing Director & CEO - Mahindra Lifespaces, President - Real Estate Sector

Managing Partner - Mahindra Partners, President - Group Legal

D u r g a s h a n k a r

P .

President - Group M&A, Corportate Accounts, Group Secretarial

Managing Director & CEO - Tech Mahindra

President - Group Communications & Ethics, Chief Brand Officer

Managing Director - Mahindra & Mahindra Financial Services, President - Financial Services Sector

R a j e s h

J e j u r i k a r

President & Chief Executive - Farm Equipment & Two Wheeler

Managing Director - Mahindra Intertrade

V . S .

P a r t h a s a r a t h y
20

Group CFO, Group CIO, President - Group Finance and M&A

President & Chief Executive Automotive

A s h o k

K a v i n d e r

S h a r m a

President & Chief Executive - Agri, Africa & South Asia Operations

Managing Director & CEO - Mahindra Holidays and Resorts, President - Leisure & Hospitality Sector

J o h n g - s i k
R a j a n

S i n g h

C h o i

W a d h e r a
President and CEO- Ssangyong Motor Co.

President & Chief Executive - Truck & Powetrain, Head - Mahindra Research Valley

ORGANIZATION PROFILE

Type

Public (BSE: 500520)

Industry

Automotive
Farm Equipment

Founded

1945

Headquarters Mumbai, Maharashtra, India

Key people

Keshub
Mahindra, Chairman; Anand
Mahindra, Vice Chairman &
Managing Director

Revenue

23,803.24 crore (US$5.31

billion)(2011).

Net income

2,871.49 crore (US$640.34

21

million)(2010).
Employees

119,900

Parent

Mahindra Group

Website

Mahindra.com

PRODUCT OF MAHINDRA MOTORCYCLE

22

Mahindra models

Mahindra Centuro
Commuter
15 reviews

Mahindra Gusto
Scooter
18 reviews

Mahindra Rodeo UZO

Scooter
10 rev

23

Upcoming models of Mahindra

Mahindra Arro
Commuter
Latest Mahindra news

Mahindra to Launch Mojo in MidOctoberPrashant Singh, 25-09-2015

Mahindra Mojo to be launched in next two

monthsPrashant Singh, 29-06-2015

Mahindra launches Centuro front disk

variant at INR 51,300Prashant Singh, 15-06-2015

24

DEMONSTRATION OF MAHINDRA PRODUCT

4-STEP DEMO PROCESS
LETS 112.8cc SCOOTER:
1. SITTING
A) Longer Seat for comfortable ride
B) Comfortable sitting position
C) Cutaway foot board good for short people and safe
D) Large meter console easy to read while riding
2. FRONT
A) Large multi-reflector headlight with pilot (city) lamp
B) Built-in Turn Indicator for stylish looks and less maintenance
C) Maintenance free Battery
D) Small front fender designed for the youth
E) Telescopic suspensions for a comfortable ride
F) Tubeless Tyres
3. RIGHT SIDE
A) Large Foldable Bag Hook Easy to hang Ladies purses and shopping bags; Safe
B) Single key operation (Lock, Unlock, Ignition, Under seat lock and Shutter lock).
C) Optional Utility box of 8.6 Ltrs with D.C Socket
D) Ground Clearance 160mm for less maintenance
E) Higher Wheelbase of 1250mm for better stability
F) Kerb Weight : 98Kgs
G) Fuel Capacity 5.2 ltrs
H) Underseat Storage 15 Ltrs
4. REAR
A) Stylish Tail Lamp with Indicator
B) Aluminum Grab Bar
C) Easily accessible Air filter
5. TECHNOLOGY
A) 112.8cc Centralized engine
B) Power: 8.7bhp@7500rpm ; Torque: 9NM@6500rpm
C) SEP Technology (MAHINDRA Eco Performance) Excellent mileage of 63kmpl
D)
E)
F)
G)
H)
I)
J)

with more power, performance and Less Maintenance.

High geared CVT (Continuous Variable Transmission)= gives higher mileage.
Two ignition mode = Below 50kmph-good mileage; Above50kmph-Instant pick-up.
SJCS (MAHINDRA Jet Cooling System) Doesnt allow overheating of the engine
Auto Decompression Easy kick start boon for lady customers and old age people
PAIR (Pulsed-secondary AIR injection system) Less Pollution
Total servicing schedule 4free, 4paid and 1 bonus = 09 servicing
Complementary accessories side stand and rear view mirrors

25

ACCESS / SWISH 125 cc SCOOTER:

1. SITTING
A) Longer Seat for comfortable ride
B) Comfortable sitting position
C) Stylish meter console
2. FRONT
A) Large multi-reflector headlight
B) Built-in Turn Indicator for stylish looks and less maintenance
C) Maintenance free Battery (Normal Battery in Swish)
D) Telescopic suspensions for a comfortable ride
E) Tubeless Tyres (Tube Tyres in Swish)

3. RIGHT SIDE
A) Foldable Bag Hook More space to keep bigger items and safe.
B) Single key operation (Lock, Unlock, Ignition, Underseat lock and Shutter lock).
C) Ground Clearance 160mm for less maintenance
D) Higher Wheelbase of 1250mm for better stability
E) Fuel Capacity 6 ltrs
F) Underseat Storage 20 Ltrs
G) Helmet hook
H) Stylish pillion foot rest
4. REAR
A) Smiling Tail Lamp with Indicator
B) Aluminum Grab Bar
C) Large rear fender Avoids mud splash

5. TECHNOLOGY
A) 124cc Cetralized engine
B) Power: 8.58bhp@7000rpm ; Torque: 9.8Nm@5000rpm
C) XTP Technology (eXtra Torque Performance) Good torque resulting in excellent
initial pick-up and better weight carrying capacity.
D) SJCS (MAHINDRA Jet Cooling System) Doesnt allow overheating of the engine
E) Auto Decompression Easy kick start boon for lady customers and old age people
26

F) PAIR (Pulsed-secondary AIR injection system) Less Pollution

G) Total servicing schedule 2free, 2paid, 2free, 2paid, 2free and 2paid = 12 servicing
H) Complementary accessories Ladies footrest, side stand, floor mat and rear view
mirrors
HAYATE 112.8cc MOTORCYCLE:
1. SEATING
A) Longer Seat
B) Comfortable sitting position
C) Stylish Fuel tank
2. FRONT
A) Multi-reflector headlight for better visibility
B) Black Alloy wheels for stylish looks
C) Tubeless tyres
3. RIGHT SIDE / TECHNOLOGY
A) 112.8 cc Aluminium engine
B) Power: 8.40bhp@7500rpm ; Torque: 8.8NM@5500rpm
C) XTP Technology (eXtra Torque Performance) Good initial Pick-up, Less vibration
on higher speed and No knocking
D) PAIR (Pulsed-secondary AIR injection system) Less Pollution
E) Maintenance Free battery
F) Ground clearance: 165mm
G) Wheelbase: 1260mm
H) Kerb Weight: 112kg
I) 5 step adjustable suspensions Adjust the suspensions as per road conditions
4. REAR
A) Compact and bright tail light sport looks and less maintenance
B) Large Rear Fender
C) Helmet hook below the seat
D) Total servicing schedule 4free, 3paid, 2free and 6paid = 15 servicing
E) Complementary accessories Ladies footrest, Saree guard and Leg guard
GIXXER 155cc MOTORCYCLE:
1. SEAT
A) Step-up seat with lower back support
B) Comfortable riding posture
C) ABS (Acrylo-nitrile Butadine Styrene) fuel tank of 12 Ltrs divided in 3 parts Stylish
looks, can easily replace the damage part of fuel tank. (Reserve-2.4 Ltrs)
D) Full electronic meter console having Speedometer, RPM Meter, RPM Indicator, Fuel
Indicator, Gear Indicator, Tripmeter(A&B), Clock.
2. FRONT
A) GSX-R Inspired Headlight with pilot (city) Lamp
B) 41mm thick telescopic suspensions
C) Small front fender designed for youth
D) Y-shape alloy wheels for stylish looks and less maintenance
E) Large disc brakes
27

F) Tubeless Tyres
3. RIGHT SIDE / TECHNOLOGY
A) Maintenance Free Battery
B) Kerb Weight 135Kg (Lightest in its class of carbureted 150cc motorbikes)
C) Ground Clearance 160mm
D) Wheel base 1330mm for better stability
E) 7-step adjustable Mono suspensions Adjust the suspensions as per road conditions
F)
G)
H)
I)

and stylish looks

155cc Aluminum Engine designed by the experience of MotoGP engineers
Power: 14.8ps@8000rpm; Torque: 14Nm@6000rpm
0-60kmph in 4.4sec which is the highest pick-up in its category
SEP Technology (MAHINDRA Eco Performance) Excellent mileage of 63.5kmpl

with more power, performance and Less Maintenance.

J) SJCS (MAHINDRA Jet Cooling System) Doesnt allow overheating of the engine
K) Auto Decompression Easy kick start boon for lady customers and old age people
L) PAIR (Pulsed-secondary AIR injection system) Less Pollution
M) TPS (Throttle Positioning Sensor) Maintains the ignition timing
N) Engine Balancer Shaft Less engine vibrations at low to high rpm
O)
4. REAR
A) LED Tail light with flexible Indicators Bright and less on maintenance
B) Detachable rear fender for stylish looks
C) 140mm thick Radial tubeless tyres for better grip and style
D) Stylish grab bar
E) O-ring sealed chain for less maintenance
F) Helmet holder below the seat

28

HERO MOTORCYLE INDIAN

HISTORY

HERO MOTORCYLE INDIAN HISTORY

Hero Motocorp Ltd., formerly Hero Honda, is an Indian motorcycle (<250cc)
and scooter manufacturer based in New Delhi, India. The company is the largest two wheeler
manufacturer in India. In India, it has a market share of about 46% share in 2-wheeler
category. The 2006 Forbes 200 Most Respected companies list has Hero Honda Motors ranked at
#108. On 31 March 2013, the market capitalisation of the company was INR 308 billion (USD
5.66 billion)Hero Honda started in 1984 as a joint venture between Hero Cycles (sometimes
29

called Hero Group, not to be confused with the Hero Group food company of Switzerland) of
India and Honda of Japan. In 2010, when Honda decided to move out of the joint venture, Hero
Group bought the shares held by Honda. Subsequently, in August 2011 the company was
renamed Hero MotoCorp with a new corporate identity.
In June 2012, Hero MotoCorp approved a proposal to merge the investment arm of its parent
Hero Investment Pvt. Ltd. into the automaker. The decision comes after 18 months of its split
from Hero Honda. "Hero" is the brand name used by the Munjal brothers for their flagship
company, Hero Cycles Ltd. A joint venture between the Hero Group and Honda Motor Company
was established in 1984 as the Hero Honda Motors Limited at Dharuhera, India. Munjal family
and Honda group both owned 26% stake in the Company.
During the 1980s, the company introduced motorcycles that were popular in India for their fuel
economy and low cost. A popular advertising campaign based on the slogan 'Fill it Shut it
Forget it' that emphasised the motorcycle's fuel efficiency helped the company grow at a doubledigit pace since inception. In 2001, the company became the largest two-wheeler manufacturing
company in India and globally It maintains global industry leadership till date. The technology in
the bikes of Hero Motocorp (earlier Hero Honda) for almost 26 years (19842010) has come
from the Japanese counterpart Honda.

Hero Motocorp Ltd

30

"Hum Mein Hai Hero"

Type

Public company

Traded as

BSE: 500182
NSE: HEROMOTOCO
BSE SENSEX Constituent

Industry

Automotive

Founded

January 19, 1984

Founder

Dr. Brijmohan Lall Munjal

Headquarters

New Delhi, India

Key people

Dr. Brijmohan Lall

Munjal (Chairman Emeritus)
Pawan Munjal (Chairman, MD &
CEO)[1]

Products

Motorcycles, Scooters
241.66

Revenue

billion (US$3.6 billion) (2013)[2]

33.22

Operating
income

billion (US$490 million) (2013)

[3]

21.18

Net income

billion (US$310 million) (2013)

[2]

Total assets

53.08
billion (US$780 million) (2013)

Number of

5,842[2]
31

employees
Parent

Hero Cycles

Website

www.heromotocorp.com

PROFILE OF DIRECTORS

Mr. Sunil Kant Munjal

Jt. Managing Director

Mr.Munjal is the Jt. Managing Director of Hero MotoCorp Ltd.and Chairman of Hero Corporate
Service Ltd. Recognised by India Today Indias largest English newsmagazine, as one of the
Faces of the Millennium for business
He is responsible for developing growth strategy and implementation of new business plans for
the Group.

32

Mr Sunil Kant Munjal has received Glob Scot Award from the Scottish Government in Sept.,
2012. His name has been inscribed on The Royal Society of Medicines Wall of Honour at
London in recognition of his contribution in Affordable Healthcare as President of Dayanand
Medical College & Hospital, Ludhiana in February, 2013.He is also the President of the
Ludhiana SanskritikSamagam, an organisation that promotes performing arts across North India.
He is also the Founder Chairman of BML Educorp Services and is the guiding force behind the
BML Munjal University and is playing a key role in helping create a unique Higher Education
Initiative.
He is an Advisory Board Member of the UK India Business Council.
He is on the boards of the Indian School of Business at Hyderabad and Mohali. He is Member of
the Board of Governors of IIT, Ropar in Punjab. He also serves on the Presidents Council at the
University of Tokyo. He has been appointed by the Punjab Govt as Chairman of the Board of
Governors of Punjab Technical University, Jalandhar in October, 2012.
Mr. Munjal was President of Confederation of Indian Industry (CII). He is currently a member of
Prime Ministers Council on Trade & Industry that regularly interacts with the Indian Prime
Minister on economic issues.
Mr. Munjal is currently on the board of the following Public Limited Companies:
JT. MANAGING DIRECTOR
Hero MotoCorp. Ltd.

CHAIRMAN

33

Hero Corporate Services Limited

CHAIRMAN
Hero Management Service Limited.

CHAIRMAN
BML Educorp Services

CHAIRMAN
Board of Governors of Punjab Technical University

CHAIRMAN
Shivam Autotech Limited.

DIRECTOR
Hero Realty Limited.

DIRECTOR
34

Easy Bill Limited.

DIRECTOR
Hero InvestCorp Limited.

DIRECTOR
Hero Mindmine Institute Limited.

DIRECTOR
Hero Realty & Infra Limited.

DIRECTOR
Rockman Industries Ltd.

DIRECTOR
Satyam Auto Components Limited.

DIRECTOR
35

Hero Future Energies Limited.

HERO PRODUCT

36

Karizma ZMR

Karizma

Passion XPRO

37

Splendor PRO

Maestro Edge

Pleasure

38

IR
HIM602V Hero Photodiode, Ir Receiver, Vertical

Product Description
HIM602V Hero Photodiode Ir Receiver Vertical
Product Details
Operating Temperature Max:

75C
-25C

Operating Temperature Min:

LISTING DETAIL

39

When making a purchase from any of our eBay listings you are entering into a contract governed
by our terms & conditions. Please ensure you have read these before making your purchase.
We are based in the UK and all electrical items that require a plug are shipped with a 3 pin UK
plug unless otherwise stated.
Images shown are for demonstration purposes.
Product will match description but may vary from images shown.
For any concerns about how a product looks please contact us before ordering.

PAYMENT AND POSTAGE

We accept payment via PayPal , any credit/debit card (via Paypal) or direct bank transfer (contact
us for details once you have comitted to buy an item).
All our listings include VAT at the current rate.
We dispatch orders Monday to Friday. Orders received on Weekends/Bank Holidays are
dispatched next working day.
We aim to dispatch all orders requiring courier delivery on the same day as long as payment is
received & the order is confirmed by 15:00.
We aim to dispatch all other orders that have been paid & confirmed before 16:00 on the same
day.
Orders received after these times will be dispatched on the next working day.

40

Requests for courier delivery to UK addresses that involve a sea crossing are subject to a further
charge, which we will contact you about if you place an order.
Any order placed using an unconfirmed PayPal delivery address may be subject to checking
delays or cancellation.
For overseas orders of more than 1 item we can normally achieve a price of 1.00 per extra item
in addition to the initial postage charge for the first item but this does depend on the weights of
products ordered & the service being used. eBay will show you any discount that is due in the
listing & you can also see the postal charge due by adding the items you want to your basket.
For full details please check our Terms and Conditions.

CUSTOMER SERVICE
We pride ourselves on making sure each and every customer is satisfied before, during and after
a sale is completed. If you have any questions about any of our items for sale or any order you
have placed please send us an eBay message.
We have a dedicated team who monitor & respond to eBay messages 7 days a week.
Due to the large number of feedback we receive each day, we rely on eBay's automated system
for leaving feedback on receipt of feedback left.
If you are considering leaving negative feedback or low detailed seller ratings please contact us
before doing so to allow us to rectify your concerns & reason for leaving such feedback.

41

WARRANTY AND RETURN

Unless stated all items are supplied with a 12 month return to base warranty.

If you change your mind about your purchase you may request a return for refund within 7 working days from
receipt of your order.

If you receive an item that is incorrect or faulty on first use we will cover the cost of returning the product to us for
replacement or refund.

If a product develops a fault in the warranty period please contact us for diagnostic help and returns if required.

All returns must be authorised before being sent back so that the return is received at the correct address and can be
dealt with by our returns department in the the most efficient manner.

Please contact us by eBay messages to receive authorisation for all returns. During that process you will be issued
with an RMA number.

Please ensure any item returned is sufficiently packaged as items damaged in transit not reported before return will
invalidate your warranty.

Please obtain a proof of posting if using Royal Mail.

Please put your own return address on the back of the package in case there is any problem delivering to us.

Please ensure the parcel you send back has the RMA number clearly marked on the outside of the package.

All postage costs associated with returning unwanted items are the responsibility of the customer.

For full details please check our Terms and Conditions.

42

COMPARATIVE ANALYSIS OF MAHINDRA TWO WHEELERS

V/S HONDA

Compare Mahindra Centuro v/s Honda Dream Yuga 2015 by

Features

Mahindra Centuro Rockstar

V/S Honda Dream Yoga 2015 Self-

Drum-Alloy

Mahindra Centuro Engine vs. Honda Dream Yuga 2015 Engine

Displacement

106 Cc

109.19 Cc

43

No. of cylinders

Engine Type

Configuration

Maximum Powe

8.4bhp at 7500rpm

8.25Bhp @ 7500rpm

Maximum Torque

8.5Nm at 5500rpm

8.63Nm @ 5500rpm

Fuelling

Valves per Cylinder

Cooling type

Engine Oil Capacity

1000 ml

Not Available

Mileage

85 Kmpl

72 Kmpl

Bore x Stroke

SOHC

SOHC

Single Cylinder

Carburetor

Single Cylinder

Carburetor

Air

Air

52.4 x 49.5 mm

50.0 x 55.6 mm

Mahindra Centuro Transmission vs. Honda Dream Yuga 2015 Transmission

Type

No. of Gears

Drivetrain Type

Chan

Chain

Clutch Type

Wet

Wet

Manual

Manual

44

Mahindra Centuro Dimensions vs. Honda Dream Yuga 2015 Dimensions

Length

2031 mm

2022 mm

Width

780 mm

733 mm

Height

1111 mm

1095 mm

Seat Height

800 mm

820 mm

Wheelbase

1265 mm

1285 mm

Ground Clearance

173 mm

169 mm

Unladden/Kerb Weight

120 Kg

108 Kg

Fuel Tank Size

12 litre

8 litre

Reserve Fuel Capacity

2 litre

2 litre

Mahindra Centuro Chassis and Suspension vs. Honda Dream Yuga 2015 Chassis and
Suspension

Frame Type

Front Suspension

Rear Suspension

Double Cradle

Diamond

Telescopic and coil spring Telescopic Suspension

Swing arm and shock absorber with coil spring

Sups

45

5 Step Adjustable

Mahindra Centuro Brakes vs. Honda Dream Yuga 2015 Brakes

Front Type

Drum

Drum

Rear Type

Drum

Drum

Front Disc/Drum Size

130 mm

130 mm

Rear Disc/Drum Size

130 mm

130 mm

Mahindra Centuro Tyres and Wheel vs. Honda Dream Yuga 2015 Tyres and Wheel

Wheel Type

Tyre Size (Front)

Not Available

80/100-18

Tyre Size (Rear)

Not Available

80/100 - 18

Wheel Size

18 inches

18 inches

Alloys

Alloys

Mahindra Centuro Electricals vs. Honda Dream Yuga 2015 Electricals

Start Type

Electric

Kick, Electric

Headlamp Type

Halogen

Halogen

Battery

Dry

Dry

Tail Lamp Type

LED

Crystal

Turn Indicators Type

Crystal

Crystal

46

Mahindra Centuro Body type vs. Honda Dream Yuga 2015 Body type

Body type

Commuter

Commuter

Mahindra Centuro Equipment Listing vs. Honda Dream Yuga 2015 Equipment Listing

Find Me Lamps

Available

Not Available

Guide Lamp

Available

Not Available

Service Reminder

Available

Not Available

Flip key

Choke lever

Available

Not Available

Height Adjustable Seat

Available

Not Available

Front Fuelling

Available

Not Available

Mobile Charging Point

Available

Not Available

Illuminated Storage Space

Available

Not Available

Maintenance Free Battery

Available

Not Available

Stop-Start Technology

Available

Not Available

Under-seat storage

Available

Not Available

Available

Not Available

Compare Honda CB Shine v/s Mahindra Centuro by features

47

HERO CB Shine CBS

V/S Mahindra Centuro Rockstar

Honda CB Shine Engine vs. Mahindra Centuro Engine

Displacement

No. of cylinders

Engine Type

Configuration

Maximum Power

124 Cc

106 Cc

SOHC

Single Cylinder

SOHC

Single Cylinder

10.57Bhp @ 7500rpm

8.4bhp at

10.30Nm @ 5500rpm

8.5Nm at

7500rpm

Maximum Torque
5500rpm

Fuelling

Valves per Cylinder

Carburetor

Carburetor

2
48

Cooling type

Engine Oil Capacity

Not Available

1000 ml

Mileage

65 Kmpl

85 Kmpl

Bore x Stroke

Air

Air

52.4 x 57.8 mm

52.4 x 49.5 mm

Honda CB Shine Transmission vs. Mahindra Centuro Transmission

Type

No. of Gears

Drivetrain Type

Clutch Type

Manual

Manual

Chain

Chain

Wet

Wet

Honda CB Shine Dimensions vs. Mahindra Centuro Dimensions

Length

2012 mm

2031 mm

Width

762 mm

780 mm

Height

1090 mm

1111 mm

Seat Height

790 mm

800 mm

Wheelbase

1266 mm

1265 mm

Ground Clearance

157 mm

173 mm

49

Unladden/Kerb Weight

123 Kg

120 Kg

Fuel Tank Size

10.5 litre

12 litre

Reserve Fuel Capacity

Not Available

2 litre

Honda CB Shine Chassis and Suspension vs. Mahindra Centuro Chassis and Suspension

Frame Type

Front Suspension

Rear Suspension

Diamond

Double Cradle

Telescopic

Telescopic and coil spring

Spring loaded hydraulic type

Swing arm and shock absorber with

coil spring
Honda CB Shine Brakes vs. Mahindra Centuro Brakes

Front Type

Rear Type

Ventilated Disc

Drum

Drum

Drum

Front Disc/Drum Size

240 mm

130 mm

Rear Disc/Drum

130 mm

130 mm

Honda CB Shine Tyres and Wheel vs. Mahindra Centuro Tyres and Wheel

Wheel Type

Tyre Size (Front)

Alloys

Alloys

80/100-1847P

50

Not Available

Tyre Size (Rear)

Wheel Size

80/100-18 54P

18 inches

Not Available

18 inches

Honda CB Shine Electricals vs. Mahindra Centuro Electricals

Start Type

Kick, Electric

Electric

Headlamp Type

Halogen

Halogen

Battery

Tail Lamp Type

Crystal

LED

Turn Indicators Type

Crystal

Crystal

Dry

Dry

Honda CB Shine Instrument Console vs. Mahindra Centuro Instrument Console

Speedometer

Tachometer

Fuel Gauge

MID (Multi Info Display)

Eco Mode Indicator

Analogue

NA

Analogue

Analogue

Analogue

Analogue

Not Available

51

Gear Shift Indicator

Trip Meter

Clock

Distance to Empty Indicator

Side Stand Indicator

Odometer

Yes, Analog

Not

Mahindra Gusto v/s Honda Activa v/s TVS Jupiter Spec Comparison
We compare the numbers of the Mahindra Gusto against its established rivals the Honda Activa
and the TVS Jupiter.

52

RECOMMENDATIONS

Mahindra Gusto: 1,500km Long Term Review.

Mahindra Go Gusto Rides takes foodies on a gastronomical journey.

2014 ET ZigWheels Award: Readers' Choice Two-Wheeler of the Year Mahindra Gusto.

With the scooters showcasing tremendous growth every major two-wheeler manufacturer in
our country is focusing its attention on the segment. Though Mahindra Two Wheeler is
present in the 125cc scooter market, it has been missing out on the 110cc scooter market,
which consists of a major chunk of scooter sales in India. For this purpose it has launched its
first indigenously developed 110cc scooter, christened Gusto. We pit the Mahindra Gusto against
the two of the most formidable forces in the Indian gearless scooter space the
Honda Activa and the TVS Jupiter.

53

Features:

The
Gusto being

Mahindra offering

is loaded with features,

first

for

some of which are a

Scooters in our market. The biggest talking point about the Mahindra Gusto

is the manual seat height adjustable option. The seat height can be raised or lowered manually by
35mm, which is beneficial to riders of different height. Another clever feature on the Gusto is the
self-locking mechanism on the seat that maintains the seat in an upright position without the
rider having to hold it manually. This feature is useful while accessing the under seat storage
space and when refuelling the scooter.
Below the instrument console is a spring loaded storage where rider can store various
knickknacks like a mobile phone, wallet etc. Parking brake is standard on the Mahindra Gusto
and TVS Jupiter. The Mahindra Gusto also gets a remote flip key which is a first for any scooter
in our country.

54

The highlight about the TVS Jupiter is its conveniently positioned external fuel filler cap,
Which save the rider from the tiring drill of getting off the scooter to Access the under seat fuel
filler cap. The TVS Jupiter also gets equipped with a pass light (first for any scooter in India) and
an eco and power mode indicator to extract better fuel efficiency. Like the Mahindra Gusto, the
TVS Jupiter has a kick start lever directed towards the rider which means unlike conventional
scoters the rider can sit on the scooter and kick start it.
The Honda Activa has the least amount of features in comparison to the Mahindra Gusto and
TVS Jupiter. The Honda Activa sports an anti-theft key shutter as seen on the TVS Jupiter and
the useful Combi braking system. Another noticeable feature on the Honda Activa is the
convenient lift-up independent cover (CLIC mechanism) that enables the rider to lift up the
entire rear body cover easily to access the engine.

55

DEMONSTRATION OF HERO PRODUCT

4-STEP DEMO PROCESS

LETS 112.8cc SCOOTER:

6. SITTING
E) Longer Seat for comfortable ride
F) Comfortable sitting position
G) Cutaway foot board good for short people and safe
H) Large meter console easy to read while riding
7. FRONT
G) Large multi-reflector headlight with pilot (city) lamp
H) Built-in Turn Indicator for stylish looks and less maintenance
I) Maintenance free Battery
J) Small front fender designed for the youth
K) Telescopic suspensions for a comfortable ride
L) Tubeless Tyres
8. RIGHT SIDE
I) Large Foldable Bag Hook Easy to hang Ladies purses and shopping bags; Safe
J) Single key operation (Lock, Unlock, Ignition, Under seat lock and Shutter lock).
K) Optional Utility box of 8.6 Ltrs with D.C Socket
L) Ground Clearance 160mm for less maintenance
M) Higher Wheelbase of 1250mm for better stability
N) Kerb Weight : 98Kgs
O) Fuel Capacity 5.2 ltrs
P) Underseat Storage 15 Ltrs
Q) Helmet hook
R) Mega phonic silencer
S) Rear Inner Fender
9. REAR
D) Stylish Tail Lamp with Indicator
E) Aluminum Grab Bar
56

F) Easily accessible Air filter

10. TECHNOLOGY
K) 112.8cc Centralized engine
L) Power: 8.7bhp@7500rpm ; Torque: 9NM@6500rpm
M) SEP Technology (MAHINDRA Eco Performance) Excellent mileage of 63kmpl
N)
O)
P)
Q)
R)
S)
T)

with more power, performance and Less Maintenance.

High geared CVT (Continuous Variable Transmission)= gives higher mileage.
Two ignition mode = Below 50kmph-good mileage; Above50kmph-Instant pick-up.
SJCS (MAHINDRA Jet Cooling System) Doesnt allow overheating of the engine
Auto Decompression Easy kick start boon for lady customers and old age people
PAIR (Pulsed-secondary AIR injection system) Less Pollution
Total servicing schedule 4free, 4paid and 1 bonus = 09 servicing
Complementary accessories side stand and rear view mirrors

ACCESS / SWISH 125 cc SCOOTER:

6. SITTING
D) Longer Seat for comfortable ride
E) Comfortable sitting position
F) Stylish meter console
7. FRONT
F) Large multi-reflector headlight
G) Built-in Turn Indicator for stylish looks and less maintenance
H) Maintenance free Battery (Normal Battery in Swish)
I) Telescopic suspensions for a comfortable ride
J) Tubeless Tyres (Tube Tyres in Swish)

8. RIGHT SIDE
I) Foldable Bag Hook More space to keep bigger items and safe.
J) Single key operation (Lock, Unlock, Ignition, Underseat lock and Shutter lock).
K) Ground Clearance 160mm for less maintenance
L) Higher Wheelbase of 1250mm for better stability
M) Fuel Capacity 6 ltrs
N) Underseat Storage 20 Ltrs
O) Helmet hook
P) Stylish pillion foot rest
9. REAR
D) Smiling Tail Lamp with Indicator
E) Aluminum Grab Bar
57

F) Large rear fender Avoids mud splash

10. TECHNOLOGY
I) 124cc Cetralized engine
J) Power: 8.58bhp@7000rpm ; Torque: 9.8Nm@5000rpm
K) XTP Technology (eXtra Torque Performance) Good torque resulting in excellent
initial pick-up and better weight carrying capacity.
L) SJCS (HERO Jet Cooling System) Doesnt allow overheating of the engine
M) Auto Decompression Easy kick start boon for lady customers and old age people
N) PAIR (Pulsed-secondary AIR injection system) Less Pollution
O) Total servicing schedule 2free, 2paid, 2free, 2paid, 2free and 2paid = 12 servicing
P) Complementary accessories Ladies footrest, side stand, floor mat and rear view
mirrors
HAYATE 112.8cc MOTORCYCLE:
5. SEATING
D) Longer Seat
E) Comfortable sitting position
F) Stylish Fuel tank
6. FRONT
D) Multi-reflector headlight for better visibility
E) Black Alloy wheels for stylish looks
F) Tubeless tyres

7. RIGHT SIDE / TECHNOLOGY

J) 112.8 cc Aluminium engine
K) Power: 8.40bhp@7500rpm ; Torque: 8.8NM@5500rpm
L) XTP Technology (eXtra Torque Performance) Good initial Pick-up, Less vibration
on higher speed and No knocking
M) PAIR (Pulsed-secondary AIR injection system) Less Pollution
N) Maintenance Free battery
O) Ground clearance: 165mm
58

P) Wheelbase: 1260mm
Q) Kerb Weight: 112kg
R) 5 step adjustable suspensions Adjust the suspensions as per road conditions
8. REAR
F) Compact and bright tail light sport looks and less maintenance
G) Large Rear Fender
H) Helmet hook below the seat
I) Total servicing schedule 4free, 3paid, 2free and 6paid = 15 servicing
J) Complementary accessories Ladies footrest, Saree guard and Leg guard

GIXXER 155cc MOTORCYCLE:

5. SEAT
E) Step-up seat with lower back support
F) Comfortable riding posture
G) ABS (Acrylo-nitrile Butadine Styrene) fuel tank of 12 Ltrs divided in 3 parts Stylish
looks, can easily replace the damage part of fuel tank. (Reserve-2.4 Ltrs)
H) Full electronic meter console having Speedometer, RPM Meter, RPM Indicator, Fuel
Indicator, Gear Indicator, Tripmeter(A&B), Clock.
6. FRONT
G) GSX-R Inspired Headlight with pilot (city) Lamp
H) 41mm thick telescopic suspensions
I) Small front fender designed for youth
J) Y-shape alloy wheels for stylish looks and less maintenance
K) Large disc brakes
L) Tubeless Tyres
7. RIGHT SIDE / TECHNOLOGY
P) Maintenance Free Battery
Q) Kerb Weight 135Kg (Lightest in its class of carbureted 150cc motorbikes)
R) Ground Clearance 160mm
S) Wheel base 1330mm for better stability
59

T) 7-step adjustable Mono suspensions Adjust the suspensions as per road conditions
and stylish looks
U) 155cc Aluminum Engine designed by the experience of MotoGP engineers
V) Power: 14.8ps@8000rpm; Torque: 14Nm@6000rpm
W) 0-60kmph in 4.4sec which is the highest pick-up in its category
X) SEP Technology (HERO Eco Performance) Excellent mileage of 63.5kmpl with
more power, performance and Less Maintenance.
Y) SJCS (HERO Jet Cooling System) Doesnt allow overheating of the engine
Z) Auto Decompression Easy kick start boon for lady customers and old age people
AA)
PAIR (Pulsed-secondary AIR injection system) Less
Pollution
AB)

TPS (Throttle Positioning Sensor) Maintains the

ignition timing
AC)

Engine Balancer Shaft Less engine vibrations at low to

high rpm
AD)
8. REAR
G) LED Tail light with flexible Indicators Bright and less on maintenance
H) Detachable rear fender for stylish looks
I) 140mm thick Radial tubeless tyres for better grip and style
J) Stylish grab bar
K) O-ring sealed chain for less maintenance
L) Helmet holder below the seat

MOJOR COMPETATIOR
60

1) HERO HONDA MOTORS LIMITED

Hero Honda Motors Limited was established in 1984, as a joint venture between Indias Hero
group (worlds largest bicycle manufactures) and Japans Honda Motors Company. In 1985
production began with the launch of its first motorcycle, the CD100, which gave 80 km to the
liter. In 1987 the engine plant was started and in 1989 the company produced its 3,00,000th
motorcycle. In 2001 Hero Honda manufactured its 50,00,000th motorbike. Hero Honda has a
reputation of being the most fuel- efficient and the worlds single largest two wheeler company.
Shri Brijmohan Lall Munjal is the Chairman and managing director of this company.

During 80s, Hero Honda became the frist company in India to prove that it was possible to drive
a vechicle without polluting the roads.
The unique fratures like fuel conservation, sagety riding courses and mobile workshops helped
the proup reach in the interiors of the country. Well entrenched in the domestic market, Hero
Honda Motors Ltd. Turned its attention overseas, and exports have been steadily on the rise.

2) BAJAJ AUTO LIMITED

61

Since 1986, there is a technical tie-up of Bajaj Auto Ltd. With Kawasaki Heavy Industries of
Japan to manufacture state-of- art range of latest two- wheelers in India. The JV has already
given the Indian market the KB series, 4S and 4S Champion, Boxer, the Caliber series, and
Wind 125 Kawasaki Heavy Industries is a Fortune 500 company with a turnover of USD 10
billiob (Rs. 45,840 crore). It has crafted new technologies for more than hundred years.
The technologi9es of KHI have redefined space system, aircrafts, jet engines, ships,
locomotive. Energy plants, automation system, construction machinery, and of causes high
reliability two-wheelers KHI has given the world its legendary series of 600-1200cc Ninja
and 1600 Vulcan bikes. Straight frim its design boards, the Kawasaki Bajaj Eliminator,
Indias first

real cruiser bike, redefines the pleasure of biking in looks as well as

performance.
Bajaj is the first Indian two wheeler automobile company in the market since 1945 with the
nameM/s Bacharj trading corporation private limited change its name as Bajaj Auto Ltd.
Bajaj Auto obtains license firm the government of India to manufacture two- three- wheelers
vehicles in 1959.

62

3) TVS MOTORS LIMITED

TVS Motor is a leading and trusted two wheelers company began with the vision of TVS scooty
the founder of the Sundaram Clayton Group, the late T.S. Srinicasan- to design, develop and
produce an afforadable moped for the Indias continually worked on innovationn family. This
vision was realized in 1980 when TVS 50, Indians frist two seater moped rolled out of the
factory at Hosur in Tamil Nadu, Southern India. The company has been kmown for its
reggedness and reliability.
TVS Motor has continually worked on innovation of the motorcycle segment along with two
wheeler range. The MAHINDRA Shaolin, developed by TVS MAHINDRA is Indias frist 5speed, 140 cc motorcycle. Another example of the company success is TVs Scooty, a 60 cc
scooterette which keep one step ahead of its time in India. The company is the third largest two
wheeler was the first in India to lauch 2-seater 50cc moped and 100cc indo-Japanese
motorcycles. At present TVs Apache, TVs Victjor, TVS scooty, TVS Centra and TVS Fiero are
the popular bikes in Indian market.

4) YAMAHA MOTORS LIMITED

63

Yahama made its intial foray into India in 19785. Subsequently, it entered into a 50:50 joint
venture with the Escorts Group in 1996. However, in August 2001, Yahama acquired its
remaning stake as well, bringing the Indian operations under its complete control as a 100%
subsidiary of Yahama Motor Co, Ltd, Japan. Indian Yahama motor operates from its state of
the-art-manufacturing units at Faridabed in Haruana and Surajpur in Utter Pradesh and produces
motorcycle both for domestic and export markets. With a strong workforce of 2000 employees,
Indian Yahama motor is highly customer-driven and has a country wide network of over 400
dealers.

The company pioneered the volume bike segmebt with the launch is its 100 cc 2-stock
motorcycle RX100. Since then, it has introduce an entire range of 2-stoke and 4-stoke bikes in
India. Presently, its product portfolio includes Crux (100cc), Alba (106cc) and Gladiator (125cc).

64

CUSTOMER SATISFACTION

INTRODUCTION

65

may be easily satisfied most of the time and the other might be hard to please but
was pleased on this occasion. A methods exist to measure customer satisfaction.
Periodic surveys can track customer satisfaction directly. Respondents can also be
asked additional questions to measure repurchase intention and the likelihood or
willingness to recommend the company and brand to others. Companies that do achieve
high customer satisfaction ratings make sure Satisfaction is a persons feelings of pleasure
of disappointment resulting from comparing Products perceived performance (or
outcome) in relation to his or her expectations. Whether the buyer is satisfied after
purchase depends on the offers performance in relation to the buyers expectations.
If the performance falls short of the expectations, the customer is dissatisfied. Of
the performance matches the expectations, the customer is satisfied. If the
performance exceeds expectations the customer is highly satisfied or delighted. A
company would be wise to measure customer satisfaction regularly because one key
to customer retention is customer satisfaction. A highly satisfied customer generally
stays loyal longer, buys more as the company introduces new products and upgrades
existing product, talks favorably about the company and its products, pays less
attention to competing brands and is less sensitive to price, offers product or service
ideas to the company, and costs less to serve than new customers because
transactions are routine. When customers rate their satisfaction with an element of
ecompanysperformance- say, delivery. It could mean early delivery, on-time
deliver, order completeness, and so on. The company Must also realize that two
customer can report being highly satisfied for different reasons. One their target
market knows it. For customer centered companies, customer satisfaction is both a goal and a
marketing tool. Although the customer- centered firm seeks to create high customer satisfaction
that is not its ultimate goal. If the company increases customer satisfaction by lowering its price
of increasing its services, the result may be lower profit. The company might be able to increase
66

satisfaction (for example, by improving manufacturing process Spending more to increase

customer satisfaction might divert funds from increasing the satisfaction of other
partners. Ultimately, the company must operate on the philosophy that it is trying to deliver a
high level of customer satisfaction subject to delivering acceptable levels of satisfaction to the
other stakeholders, given its total resources.

CUSTOMER SATISFACTIN IN 7 STEPS

It's a well known fact that no business can exist without customers. In the business
of website design, its important to work closely with your c ustomers 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 c l o s e w o r k i n g r e l a t i o n s h i p w i t h
y o u r c l i e n t , c u s t o m e r s e r v i c e i s o f v i t a l 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
c u s t o m e r. I f You r e n o t u s e d t o t h i s s o r t o f t h i n g i t c a n b e a p r e t t y n e r v e
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 d u r i n g t h e c o u r s e o f a
p r o j e c t . M A H I N D R A b e l i e v e s t h a t i f a p o t e n t i a l c l i e n t spends over half the
meeting doing the talking, you're well on your way to sale. In SMPIL always face to face dealing
with customer.

2. RESPOND TO MESSAGES PROMPTLY & KEEP YOUR CLIENTS INFORMED:

T h i s g o e s w i t h o u t s a y i n g r e a l l y. We a l l k n o w h o w a n n o y i n g i t i s t o w a i t
message and you'll contact them about it as soon as possible. Even if 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
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their you're not able to solve a problem right away, let the customer know you're working on it.
MAHINDRA alw ays lis ten customer pr oblem and solve his queries and
A l w a y s have communications with customers.
3. BE FRIENDLY AND APPROACHABLE:
It's very important to be friendly, courteous and to make your clients feel like y o u ' r e t h e i r
f r i e n d a n d y o u ' r e t h e r e t o h e l p t h e m o u t . T h e r e w i l l b e t i m e s 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 c l i e n t s ' w i s h e s a s b e s t y o u
c a n , a n d a t a l l t i m e s r e m a i n p o l i t e a n d courteous. In MAHINDRA showroom all
workers are trained and well behave with customer. MAHINDRA showrooms staff very friendly
with clients.
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 -- .

ATTENTION TO DETAIL (ALSO KNOWN AS THE LITTLE NICETIES):

Have you even received a Happy Birthday email of card from a company you were a client of?
Have ever had a personalized sigh-up confirmation email for a service that you could tell was
typed from scratch? These little niceties can be time consuming and arent always cost effective,
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but remember to do them. Even if its as small as sending a Happy Holidays email to all your
customers, its something. It shows you care; it shows there are real people on the other end of
that screen of telephone; and importantly, it makes the customers feel welcomed, wanted and
valued, MAHINDRA has keep detail of all customers and make them happy on specific
occasion.

5. ANTICUIPATE YOUR CLIENTS 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 will do wonders for your working relationship. MAHINDRA always tries to know
about customer need and make the product according to them.

6. HONOUR YOUR PROMISES:

Its possible this is the most important point in this article. Simple message: when you promise
something, deliver. The most common example here is project delivery dates. Clients do not 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 do
not deliver on time.

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OBJECTIVE OF THE STUDY

To know the perception of customer satisfaction about Mahindra and Hero Two wheelers.
Finalize the category which follow the satisfaction level of customesr of Mahindra and
Hero Two wheelers.

HYPOTHESIS
(NIL) Basically this research is based on Secondary data and for the result, I have to
collected last 5 years record perception of customer satisfaction as well as category
which follow the satisfaction level of customer of Mahindra two wheelers. Specially
from the year 2010, 2011 , 2012, 2013, 2014, 2015,.

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RESEARCH METHOLODOGY

RESEARCH METHODOLOGY
The process used to collect information and data for the purpose of making business decisions.
The methodology may

include publication research, interviews, surveys and

71

other

research techniques,

and

could

include

both

present

and

historical

information.

RESEARCH METHODS AND RESEARCH METHODOLOGY

Is there any difference between research methods and research methodology? Research methods
are the various procedures, schemes and algorithms used in research. All the methods used by a
researcher during a research study are termed as research methods. They are essentially planned,
scientific and value-neutral. They include theoretical procedures, experimental studies, numerical
schemes, statistical approaches, etc. Research methods help us collect samples, data and find a
solution to a problem. Particularly, scientific research methods call for explanations based on
collected facts, measurements and observations and not on reasoning alone. They accept only
those explanations which can be verified by experiments.
Research methodology
is a systematic way to solve a problem. It is a science of studying how research is to be carried
out. Essentially, the procedures by which researchers go about their work of describing,
explaining and predicting phenomena are called research methodology. It is also defined as the
study of methods by which knowledge is gained. Its aim is to give the work plan of research.
TYPES OF RESEARCH

Research is broadly classified into two main classes:

1. Fundamental or basic research
2. Applied research

Basic Research Basic

research is an investigation on basic principles and reasons for occurrence of a particular event
or process or phenomenon. It is also called theoretical research. Study or investigation of some
natural phenomenon or relating to pure science are termed as basic research. Basic researches
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some times may not lead to immediate use or application. It is not concerned with solving any
practical problems of immediate interest. But it is original or basic in character. It provides a
systematic and deep insight into a problem and facilitates extraction of scientific and logical
explanation and conclusion on it. It helps build new frontiers of knowledge. The outcomes of
basic research form the basis for many applied research. Researchers working on applied
research have to make use of the outcomes of basic research and explore the utility of them.

Applied Research
In an applied research one solves certain problems employing well known and accepted theories
and principles. Most of the experimental research, case studies and inter-disciplinary research are
essentially applied research. Applied research is helpful for basic research. A research, the
outcome of which has immediate application is also termed as applied research. Such a research
is of practical use to current activity. For example, research on social problems have immediate
use. Applied research is concerned with actual life research such as research on increasing
efficiency of a machine, increasing gain factor of production of a material, pollution control,
preparing vaccination for a disease, etc. Obviously, they have immediate potential applications.

Normal and Revolutionary Researches

Basic and applied researches are generally of two kinds: normal research and revolutionary
research. In any particular field, normal research is performed in accordance with a set of rules,
concepts and procedures called a paradigm, which is well accepted by the scientists working in
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that field. Normal research is something like puzzle-solving: interesting, even beautiful, solutions
are found but the rules are remain same. In this normal research sometimes unexpected novel
results and discoveries are realized which are inconsistent with the 8 existing paradigm. Among
the scientist, a tense situation then ensues, which increases in intensity until a scientific
revolution is reached. This is marked by a paradigm shift and a new paradigm emerges under
which normal scientific activity can be resumed

Nil of the study : the study is conducted on

The problem: this study mainly four on two category ,like -

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Determining the specific Information needed: - In general the producer, the manufacturer, the
wholesaler and the retailer try to find out four things namely:-

(1)

What to sell

(2)

When to sell

(3)

Where to sell

(4)

How to sell

(4) Determine the sources of information:(a)Primary Data: - Primary datas are those which are gathered specially for the project at hand,
directly e.g. through questionnaires & interviews. Primary data sources include company
75

salesman, middleman, consumers, buyers, trade associations executives & other businessman &
even competitors.
(b)Secondary Data: - These are generally published sources, which have been collected
originally for some other purpose. Source are internal company records, government publication,
reports & publication, reports & journals, trade, professional and business associations
publications & reports.
(5)Decide Research methods for collecting data: - If it is found that the secondary data cannot
be of much use, collection of

primary data become necessary. Three widely used methods of

gathering primary data are

A) Survey
B) Observation
C) Experimentation
A) Survey Method: - In this method, information gathered directly from individual
respondents, either through personal interviews or through mail questionnaires or
telephone interviews.

B) Observation Method: - The research data are gathered through observing and
recording their actions in a marketing situation. This technique is highly accurate. It is
rather an expensive technique.

C) Experimental Method: - This method involves carrying out a small scale trial
solution to a problem, while at the same time, attempting to control all factors relevant to
the problem. The main assumption here is that the test conditions are essentially the same
as those that will be encountered later when conclusions derived from the experiment are
applied to a broader marketing area.
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D) The Panel Research: - In this technique the same group of respondents is contacted
for more then one occasion; and the information obtained to find out if there has been any
in their taste demand or they want any special quality, color, size, packing in the product.

a) Preparation of questionnaire
b) Presetting of questionnaire
(6)

Tabulate, Analysis and Interpret the Data :-

The report must give/contain the following information:-

a) The title of research

b) The name of the organization for which it has been conducted
c) The objectives of research
c) The methodology used
d) Organization and the planning of the report
e) A table of contents along
f)The main report containing the findings
g) Conclusion arrived at end recommendations suggested
h)

Appendices (containing questionnaire / forms used sample design, instructions.)

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RESEARCH DESIGN

RESEARCH DESIGN
78

The research design refers to the overall strategy that you choose to integrate the
different components of the study in a coherent and logical way, thereby, ensuring you
will effectively address the research problem; it constitutes the blueprint for the
collection, measurement, and analysis of data.

The designing decisions happen to be in respect of:

(i) What is the study about?
(ii) Why is the study being made?
(iii) Where will the study be carried out?
(iv)What type of data is required?
(v) Where can the required data be found?
Split the overall research design into the following parts:
(a) sampling design
the method of selecting items to be observed;
(b) observational design
the conditions under which the observations are to be made;
(c) statistical design
79

the question of how many items are to be observed and how the

information and data gathered are to be analyzed.

(d) operational design
the techniques by which the procedures specified in the sampling,

statistical and observational designs can be carried out.

The important features of a research design
(i) a plan
specifies the sources & types of information relevant to the research
problem

(ii) a strategy
which approach will be used for gathering and analyzing the data.
(iii) the time and cost budgets
most studies are done under these two constraints

The various concepts relating to designs

1. Dependent and independent variables
A concept which can take on different quantitative values (a variable)
Qualitative phenomena (or the attributes) are also quantified
If one variable depends upon or is a consequence of the other variable --- a

dependent variable,
the variable that is antecedent to the dependent variable --- an independent
variable.

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FINNDING AND
RECOMMENDATION

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FINDINGS AND RECOMMENDATIONS:

These 7 weeks of my internship was a good learning experience for me. I was exposed to the
practical aspects of Marketing and Retailing. While carrying out this project work at Kanpur, I
got the opportunity to gain a substantial knowledge about the Retail market Scenario. After
completing this project, there were certain suggestions and recommendations in my mind which
would help in the promotion of the product in a better way. They are:
Visibility of the products should be increased.
Since not much promotional activity is undertaken by the Company, product and brand
awareness is very low among the masses. There are no promotional advertisements on
television. While its major competitor JUMBO had very earlier aired its advertisements
on television. Proper promotional activity should be undertaken in order to enhance the
visibility of the product.
Advertisements should be given on the high circulation newspapers of the region.
Services of Mahindra should be improved.
As per the customers feedback, many of the people were not satisfied with product as
well as the customer service provided by the Mahindra. This was one of the few reasons,
why people were reluctant to buy Mahindra product.

Close link should be established with customers through customer relations programs
and try to meet their requirement regarding product and services and to make them aware
about both product and promotions.
.

Come with promotion in vernacular languages.

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In order to counter challenges of home delivery service by local retailers, channelize

among customers the idea of getting acquainted with more variety of products when they
visit store. And come with more promotional offers on weekends and holidays.

Promote the areas where Mahindra Digital stores, have an upper hand like correct weight
and measures, values packs of goods, quality service and ambience.
In minds of consumers, Mahindra Digital has two basic features:(i) The product is live experience
(ii) The price is lower when compared with the local markets and other competitors.
Rightsizing is desired in certain stores. A large area is occupied by categories like
apparels which have very limited sales but rent has to be paid for the area.

Long queues too often discourage people to shop in Mahindra Digital store especially the
customers who purchase smaller quantities of good product. So number of tills in each
store should be between depending upon factors like and stateside. In rush hour i.e..
Between 5pm 9pm reserve at least one till (bill counter) for small quantity purchases.

Differentiate the Mahindra Digital stores in clusters themselves in their appearance (i.e..
Colour combination store furniture etc.) In order to generate consumer interest. Also keep
on changing after certain time.

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Marketing Policies used by Mahindra Company :

Maruti Company uses some theoretical concepts of Marketin Mix which are
Meaning and Definition
Marketing Mix means to collect and mix the resources of marketing in the manner that objects of
the enterprise may be achieved and maximum satisfaction may be provided to the consumers.
The term marketing mix is used to describe a combination of four elements the product, price,
physical distribution and promotion. These are popularly known as Four Ps. A brief
description of the four elements of marketing mix (Four Ps) is.

Product: The product itself is the first element. Products most satisfy consumer needs.
The management must, first decide the products to be produced, by knowing the needs of
the consumers.

Price: The second element to affect the volume of sales is the price. The market or
announced amount of money asked from a buyer is known as basic value placed on a
product.

Promotion: The product may be known to the consumers. Firms must undertake
promotion work-advertising, publicity, personal selling etc. which are the major
activities.

Place: Physical distribution is the delivery of products at the

rights time and at the right

place. The distribution mix is the combination of decisions relating to marketing

channels, storage facility, inventory control, location transportation warehousing etc.

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And for using this marketing mix Maruti Company have to study the consumer buying
behaviour which is :

What is Consumer Buying Behaviors?

Definition of Buying Behaviour,
Buying Behaviour is the decision processes and acts of people involved in buying and using
products.
Need to understand:
Why consumers make the purchases that they make?
What factors influence consumer purchases?
The changing factors in our society.
Consumer Buying Behaviour refers to the buying behaviour of the ultimate consumer. A firm
needs to analyze buying behaviour for:

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CONSUMER BEHAVIOR

Consumer behaviour is the study of individuals, groups, or organizations and the processes they
use to select, secure, use, and dispose of products, services, experiences, or ideas to satisfy needs
and the impacts that these processes have on the consumer and society.

Buying Motives of consumers:

Factors Influences Consumer Behavior
Consumers behavior is influenced by cultural, social, personal, and psychological factors.
Cultural factors exert the broadest and deepest influence.
Cultural Factors: Culture, subculture, and social class are important in buying behavior.
Culture: Culture is the most fundamental determinant of a persons wants and behavior through
his or her family and other key insinuations. A child growing up in the United States
is exposed to the following values : achievement and success, activity, efficiency
and practicality, progress, material comfort, individualism, freedom, external
comfort, humanitarianism and youthfulness.
Subculture: Each culture consists of smaller that provide more specific identification and
socialization for their members. Subculture includes nationalities, religions,
racial groups and geographic regions. Many subcultures make up important
market segments, and marketers often design products and marketing
programs tailored to their needs.
Social Class: Virtually all-human societies exhibit social stratification. Stratification sometimes
takes the form of a caste system where the members of different castes are
reared for certain roles and cannot change their caste membership.

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Social factors:

In addition to cultural factors, a consumers behavior is influenced by

suchsocial factors as reference groups, family, and social roles and statuses.

Reference Groups: A persons reference groups consist of all the groups that have a direct (faceto-face) or indirect influence on the persons attitudes or behavior.

Family: The family is the most important consumer buying organization in society, and it has
been researched extensively. Family members constitute the most influential
primary reference group. We can distinguish between two families in the
buyers life.
Roles and Statuses: A person participates in many groups family, clubs, and organizations.
The persons position in each group can be defined in terms of role and status.

Personal Factors
A buyers decisions are also influenced by personal characteristics. These include the buyers age
and stage in the life cycle, occupation, economic circumstances, lifestyle and personality and
self-concept.
(i)Age and stage in the cycle:
People buy different goods and services over a lifetime. They ear baby food in the early years,
most foods in the growing and mature years, and special diets in the later years. Taste in clothes,
furniture and recreation is also age related. Consumption is shaped by the family lifecycle. Some
recent work has identified psychological life-cycle stages. Marketers pay close attention to
changing life circumstances divorce, widowhood, remarriage and their effect on consumption
behavior.
(ii)Occupation and economic circumstances:
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Occupation also influences a persons consumption pattern. A blue-collar worker will buy
clothes, work shoes, and lunchboxs.

(iii)Lifestyle:
People from the same subculture, social class and occupation may lead quite different lifestyles.
A lifestyle is the persons pattern of living in the world as expressed in activities, interests and
opinions.
(iv)Personality and self concept:
Each person has a distinct personality that influences buying behavior.
(v)Psychological Factors:
A persons buying choices are influenced by four major psychological factors-motivation,
perception, learning and beliefs and attitudes.

(vi)Motivation:
A person has many needs at any given time. Some needs are biogenic; they arise from
physiological states of tension such as hunger, thirst, discomfort.
(vii)Perception:
A motivated person is ready to act. How the motivated person actually acts is influenced by his
or her perception of the situation.

(viii)Learning:
When people act, they learn. Learning involves changes in an individuals behavior arising from
experience. Most human behavior is learned. Learning theorists that learning is produced through
the interplay of drives, stimuli, cues, responses, and reinforcements.

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(ix)Beliefs and Attitudes:

Through doing and acquire beliefs and attitudes. These in turn influence buying behavior. A
belief is a descriptive thought that the person holds about something.
Stages of the Consumer Buying Process
Six Stages to the Consumer Buying Decision Process (For complex decisions). Actual
purchasing is only one stage of the process. Not all decision processes lead to a purchase. All
consumer decisions do not always include all 6 stages, determined by the de2ree of
complexity...discussed next. The 6 stages are:

1. Problem Recognition (awareness of need)--difference between the desired state and the
actual condition. Deficit in assortment of products. Can be stimulated by the marketer through
product information-- I.E., see a commercial for a new pair of shoes, stimulates your recognition
that you need a new pair of shoes.

2. Information search-Internal search, memory.

External search if you need more information. Friends and relatives (word of mouth). Marketer
dominated sources; comparison shopping; public sources etc.A successful information search
leaves a buyer with possible alternatives.

3.Evaluation of Alternatives needs to establish criteria for evaluation features the buyer wants
or does not want. Rank/weight alternatives or resume search. May decide that you want to eat
something spicy. If not satisfied with your choices then return to the search phase. Can you think
of another alternative? Look in the yellow pages etc. Information from different sources may be
treated differently. Marketers try to influence by "framing" alternatives.
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4. Purchase decision--Choose buying alternative, includes product, package, store, method of

purchase etc.

5. Purchase May differ from decision, time lapse between 4 & 5, product availability.

6. Post-Purchase Evaluation--outcome: Satisfaction or Dissatisfaction. Cognitive Dissonance,

have you made the right decision. This can be reduced by warranties,

after sales

communication etc.

Types of Consumer Buying Behaviour

Types of consumer buying behavior are determined by:

Level of Involvement in purchase decision. Importance and intensity of interest in a product in a
particular situation.

Buyer's level of involvement determines why he/she is motivated to seek information about a
certain products and brands but virtually ignores others.
High involvement purchases--Honda Motorbike, high priced goods, products visible to others,
and the higher the risk the higher the involvement.
Types of risk:
1-Personal risk
2-Social risk
3-Economic risk

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The four type of consumer buying behavior are:

Routine Response Programmed Behavior -- buying low involvement frequently purchased
low cost items; need very little search and decision effort; purchased almost automatically.
Examples include soft drinks, snack foods, milk etc.
Limited Decision Making buying product occasionally --When you need to obtain
information about unfamiliar brand in a familiar product category, perhaps. Requires a moderate
amount of time for information gathering. Examples include Clothes know product class but not
the brand.
Extensive Decision Making/Complex high involvement, unfamiliar, expensive and/or
infrequently bought products. High degree of economic performance/psychological risk.
Examples include cars, homes, computers, and education. Spend a lot of time seeking
information and deciding. Information from the companies MM; friends and relatives, store
personnel etc. Go through all six stages of the buying process.

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SWOT ANALYSIS

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SWOT ANALYSIS OF MAHINDRA DIGITAL

STRENGTH:
You get live experience about Electronic Durables. You can Touch and feel the
products.Employees are expert in sales. Supervisors in the store are well educated and have skill
qualities. The store is open 365 days for their customer welfare. Here customers are treated as
Most important Atithi.
WEAKNESS:
There is lack of awareness about incentives given to the employees, it is not satisfactory for
them. Employees are not satisfied regarding their promotions. Sometimes delay of stock also
affect the performance of overall store. Some offer/schemes are not easy to understand by the
customers arrive in the store.
OPPORTUNITIES:
A good place to learn about electronic durables and other technical terms. In retail sector,
Mahindra Digital is one of the major players, so growth opportunities are there always and Retail
Sector is a growing sector.
THREATS:
In this competitive scenario other major players in Electronic Retail like Croma, E zone, Next
etc. are also growing well. These players are the threats to Mahindra Digital.Now days, customer
prefer online shopping without going anywhere. This is also a threat to retail store.

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RESEARCH OBJECTIVE
Research Objectives:

Research is one of the most vital part of the survey and is related to collection of information
and knowledge. Marketing Research is defined as the systematic design, collection, analysis,
and reporting of data and findings relevant to a specific marketing situation facing the
company. .
My main research objectives were as follows:
1. Building knowledge base on customers, competitors and markets for Mahindra store and
transferring that knowledge between strategic business unit and among key managers.

2. Conducting primary market research for Mahindra Digital Kanpur to ensure that projects
meet there objectives, are cost effective and avoid duplication of other work.
3. To measure the no. of customers visiting Mahindra Digital and their conversion ratio.
4. To explore the catchment area of Mahindra Digital Kanpur
5. To calculate the average amount of purchasing/day of the customers.
6. To get the concept of retailing and other related terms in context with Mahindra store.
7. To understand the consumer response and their preferences.
8. To understand the method of dissemination of information in the various management
stratus of Mahindra Digital.
9. To anticipate prospective consumers for the store.

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CONCLUSIONS

95

CONCLUSIONS
This study was a learning experience for me and I came to know the training and development
programs in Mahindra and Mahindra, Kanpur was positive in response but still more training and
development is needed in Mahindra and Mahindra. So that the employees are motivated time by
time and they should know their strength & weakness so that they can work on it & improve
their knowledge & skills for the betterment of their organization.

In the last but not the least I conclude that all the training and development programs of company
are highly effective & beneficial to the employees in giving their best contribution to their
personal growth & development as well to meet the organizational object

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BIBLIOGRAPHY

Philip cotter books

www.google.com
www.wikipedia.com
Mahindra and mahindra official website
www. Businessword.com
www.autoword.com
www.to gear.com
www.gaddi.com

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