Study of customer satisfaction and ser vices

[Special r efer ence to Honda Two W heeler Agencies, Korba (C.G.)] A Industrial Visit Repor t Submitted to Gur u Ghasidas Univer sity, Bilaspur (C.G.) In par tial fulfilment of r equir ement for the awar d of POST GRADUATE DIPLOMA IN BUSINESS MANAGEMENT

2010-11

Under the guidance of Mr. A.K. Soni Bar eth Asst. pr ofessor & HOD Of Business Depar tment

Submitted by Ajay Kumar Enr ollment NoGDBM/10/03

Study of customer satisfaction and ser vices

[Special r efer ence to Honda Two W heeler Agencies, Korba (C.G.)] A Industrial Visit Repor t Submitted to Gur u Ghasidas Univer sity, Bilaspur (C.G.) In par tial fulfilment of r equir ement for the awar d of POST GRADUATE DIPLOMA IN MANAGEMENT

2010-11

Under the guidance of Submitted by Mr. A.K. Soni Kumar Bar eth Asst. pr ofessor Enr ollment NoOf Business GDBM/10/03

Ajay & HOD Depar tment

DECLARATION
I declare that this project entitled Customer Satisfaction and Services in Honda two wheeler agencies korba (C.G.) has been prepared by me during the session 2010-11 under the audience of Mr. A.K.Soni Asst. prof. and HOD of business management/commerce, kamla Nehru college korba (C.G.) I here by declare that this project report has not been produced or submitted at any institute/university for the award of any degree or diploma.

Enrollment No- GDBM/10/03 Place-Korba Date- 05/02/2011

(Ajay Kumar Bareth)

CERTIFICATE
This is to certify that Ajay Kumar Bareth is a student of PGDBM. The report entitled Customer Satisfaction and Services special reference with Honda two wheeler agencies, korba (C.G.) has been prepared for the examination under guidance. The project report submitted in the original work of the co ordinate.

Place--------------------------Date- 05/02/2011 Deparment of management

Signature Korba Asst. prof. business

ACKNOWLEDGEMENT
I am thankful of everyone without whom it was very difficult to complete this project report.First of all thankful to for giving me this opportunity.I am thankful to my internal guide Mr. Manoj Sharma for his help and valuable suggestions.I am also thankful to Mr. Manager of HERO-HONDA MOTORS. It was very difficult tocomplete this project without his guidance and support.Finally, I am thankful to all my friends who have directly or indirectly helped me to completethis project.

Topic
Study of Customer Satisfaction and Services With special reference to: Honda two wheeler agencies, korba(C.G.)

CONTENTS CHAPTER- 1 INTRODUCTION

General introduction of subject matter Objective of the study Importance of the study Scope of the study Research methodology Limitation of the study

CHAPETR- 2
2.1 District profile Company profile

DISTRICT AND COMPANY PROFILE

CHAPTER- 3

THEORITICAL PERCEPECTIVE OF TOPIC

3.1 Introduction and definition of customer satisfaction and services 3.2 Importance of the customer satisfaction 3.3 Measuring customer satisfaction 3.4 Tools for measuring customer satisfaction 3.5 General concept of customer services 3.6 8 Rules for good customer services

CHAPTER- 4 CHAPTER- 5
5.1 Problems 5.2 Suggestion 5.3 conclusion

DATA ANALYSIS AND ITERPRETATION CONCLUSION AND RECOMMENDATION

4.1 Tabulation, Analysis and Interpretation

APPENDIX
Schedule Bibliography

CHAPTER 1 INTRODUCTION

1.1 1.2 1.3 1.4 1.5 1.6

General Introduction of subject matter Objective of the study Importance of the study Scope of the study Research methodology Limitation of the study

1
General Introduction Of Subject Matter :
Satisfaction is a person feeling of pleasures or disappointment resulting from comparing a product perceived performance in relation to his or her expectation. Satisfaction is a function of perceived performance and expectation. If the performance falls short of the expectation of the customer, the customer is dissatisfied. If the performance exceeds the expectation , the customer is highly satisfied or delighted. Many companies are aiming for high satisfaction and service because customer who are just satisfied still find it easy to switch, when a better offer comes along. Those who are highly satisfied are much less ready to switch. High satisfied or delight creater an emotional affinity with the brain not just a rational preference. Honda Motor is a world manufacture of two wheeler. It is the company of japan. Honda is the manufactures of two wheeler as well as manufacture of cars. Honda has consistently grown at double digits since inception and today every second motorcycle sold in the country is a Honda every two minutes someone in India busy Honda top selling motorcycles shine. Honda extensive sales and service network now India over 4000 customer touch points. These comprise a mix of dealership, service and spare point, spare parts stockists and authorized representive of dealers located across different geographies. Honda value its relationship with customer and has also created a loyal community of brand ambassadors. Having reached an unassailable pole position in the Indian two wheeler market. Honda is constantly working towards consolidating its position in the market price. The company believes that changing demographic profile of India increasing urbanization and empowerment rural India will add millions of new families to the economic mainstream.

Objective of the study:

The objective of the study is to identify the factors given consideration while buying a motorbikes and the satisfaction level towards their expectation and experience. There are several objective as following are: To determine the factor influencing customer satisfaction regarding services. To know the expectation and requirement of all customer regarding service. Determine how well the company is satisfying these expectation and requirement. To find the service standards of the company level. To give the appropriate suggestion to the company regarding their performance. To know the customer perception launch of new bikes services. To determine the factors influencing the choice of customer regarding bikes and repeat purchasing.

3
Importance of the study:
In this present scenario the usage of vehicles participating in two wheeler on road by the people is increasing day by day. For the past four year the two wheeler industry had seen a tremendous growth in Indian market. This indicates its increasing usage. Due to increase in usage the company have to fulfil the needs of their customer, so they introduce new model in the market. There are several important as following are: It is important because customer satisfied of their purchasing product. Product important is another aspect of customer satisfaction. It helps the organization for profit making increasing of sales volume. Honda changes their product spares parts for attracting of customer. It helps the organization for what changes should be required for customer satisfaction. Customer getting a proper service by the company. Providing different techniques for customer service and solving their problems.

4
Scope of the study:
The scope of the study including current market potential of composite insulators with special reference to Honda motors. The research is useful for the company to take necessary step for maintaining and improving composite insulators market. This study is useful to analyse the market performance of composites insulators. Information about consumer perception on different brands of composite insulators. This study gives information about consumer awareness on Honda motors. This study is useful to know the impact of brand advertisement and consumers. To find out market potential based on age and qualification. This study is useful to know the satisfaction level with different attributes of Honda motors. The study is useful to know the consumer preference with their reason to prefer Honda motors.

Research Methodology:
The report has been prepared on the basis of information collected from different sources. In order to achieve the objective of the project proper research method was applied.. After giving through brain storming session, objectives were selected and the set on the base of these objectives, A questionnaire was designed major emphasis of which was gathering new ideas or insight so as to determine and bind out solution to the problems.

Data collection source :

Research included gathering both primary and secondary data :

Primary data :
Primary Data was very crucial to collect so as to know various past & present consumer views about bikes and to calculate the market share of this brand in regards to other brands. Fresh primary data was collected by taking direct feed back from customer which involved face to face interview with the customer as well as through telephonic interview with the customer , all the FZ customer who visited the dealer ships how room for the service of their bikes were questioned in order to find out the customer satisfaction level.

Secondary data :
These are those which has been collected by some one else and which already have been passed through statistical process. Secondary data has been taken from internet, newspaper, magazines and companies web sites. . Filling the number of questionnaires schedule to customer of Honda for getting enough knowledge and getting data for last four years.

Research approch: Survey method :

some research approach as following are:

The research approach used was survey method which is a widely used method for data collection and best suited for descriptive type of research survey includes research instrument like questionnaire which can be structured and unstructured.

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Target population is well identified and various methods like personal interviews and telephone interviews are employed.

Red men and man define research as a Systematized effort to gain knowledge

Data collection method :

To accomplish the objective of the study, descriptive research design is adopted to collect the data from the consumers of the different brands. Descriptive researches simply describe things such as demography characteristics of consumers who use the product. The descriptive study is typically concerned with determining frequency with which same thing occurs. This study is typically guided by initial hypothesis. For any research these two types of data are necessary: 1. Primary data 2. Secondary data

CHAPTER 2 DISTRICT AND COMPANY PROFILE

2.1 District profile 2.2 company profile

DISTRICT PROFILE

Intr oduction of power city korba historical backg r ound:

Korba district was earlier a part of Bilaspur district. Bilaspur district was formed in the year 1861. The British Govt. announce that it would take under its control the land of zamindar and as a result of the pelttion of sir swed temple.all land came under the control of the deputy commissioner in1864. Before this the whole of the chhattisgarh was divided into district and zamindars. In 1872, 14 others zamindars at korba were separated form sakti and kawardha and were given the status of a kingdom under a scheme formulated by J.W.CHISHOM. In 1935 the population of korba was just 300. Bus services first started in 1952. This place was connected by rail in 1954.

The district korba is blessed with rich miniral deposits and has attracted large scale investment in aluminium, coal and power sector. There investment have enabled korba to emerge as a major industrial hub in central India. The industrial department of korba has well developed industrial area spread in 100 acres where various types of industries and ancillary unit are functioning also some efforts are going on to acquire more land for this purpose. Korba city was accorded the status of a district on 25/05/1998. This place is rich in mineral deposits forest wealth and wild animals. The original inhabitants of this place are the korba scheduled tribe who even now reside in different development blocks. On this basis this place was named as korba by shri ram rai a landlord. Korba is situated on the banks of the confluence of river Hasdeo and Ahiran. Korba last ruler was Dhanraj Kunwar Devi in whose place the kamla Nehru is operational.

Climates and weather:

Korba owning to its geographical enjoy varied climates and weathers. The climates of the area is dry to moist tropical with defined summer from april to june, rainy season from july to September and winter from November to February. The temperature rise to a maximum of about 48c in may and drops to minimum of about 7c in December. The average rain fall is 1265mm. The wind direction is generally westerly to south westerly with wind velocity ranging from 0.57 to 9.30 kmph. The relative humidity range from 70% to 94% during monsoon and 17% to 78% during summer.

Minerals:
Korba is rich in minerals deposits and coal attracting Govt. and multinational company to explore its vast range of deposits across different region with still large area to be explored it promises further cheap power generation and minerals excavation opportunities. The place is also rich in forest wealth and wild animals.

10 River and forest:

The main river which flowing throw korba district is the Hasdeo river start from panther in the valley of chhota nagar. The total length of this river is 233kms. Its tributaries are gagechori, tan and ahiran. Forest play an important role in the social and financial structure of korba. This district is rich in forest wealth. Korba district has two forest division korba and katghora.

Inhabitants:
The person of korba come under different religious, social and cultural background. The main inhabitants are tribal constitute the majority of the total population. The main schedule tribes belongs in korba districts are pahadi, korwa, binjwar, dhanuhar etc. sat name ganda, panka etc. are comes under schedule cast the main occupation is agriculture. The language is chhattisgarh.

Cultures:
Korba district is also famous for its social and cultural diversities. The main people of this district mainly celebrates holi, dashahra, Christmas and diwali. The main adiwasi festival are devuthni, pola, cherchera, karma, harelip etc. rawat nacha, karmanacha, suva nacha are the traditional dance of the adiwasis of this district.

Korba railway station:

I managed by the south east central railway and it located in the town center. Computerized reservation provides instant ticketing booking facilities. The nearest station (junction) is champa and is on the howrah-nagpur-mumbai line. It is situated in heart of korba town. The station operates regular service to all major tourist place in the district such as pali(58km), kudurmal(15km), kanki(20km), tumman, siyamani, madwarani, sarvamangala and kosgaigarh. Inter district and inter states buses are available to major places such as bilaspur, janjgir, champa, raigarh, sarguja, puri, pune and Mumbai. The nearest is located in raipur. The city of raipur is located at distance of about 200km from the city of the korba. Korba is often referred as the industrial that of chhattisgarh. The district within itself in eciched with all essential raw material needed for power generation namely coal and water. The four thermal power as following are:

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KSTPS BCPP CSEB(WEST) CSEB(EAST) 2100MW 270MW 840MW 440MW

Together generation 3650mw of electricity besides these there is a hydro electric power station situated at Bango. Coal is also abundant in the district. The SECL at profit making coal company under coal India limited has many of its important mines in korba district. BALCO aluminium is major based in this district. No. of following companies going to establish project in korba as following are: NAME OF THE PLANT 1.VANDANA POWER PLANT 2. SWASTIK SPUNJ & POWER LTD. 3. DHERU POWER JAIN 4. CSEB(WEST) 5. BALCO 6.LANCO POWER PRIVATE LTD. 7. NTPC 8. ARYAN COAL BENIFICATION MW 540 50 530 500 300 1320 500 30

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KORBA DISTRICT 1. DISTRICT ESTABLISHMENT 2. POPULATION 3. EDUCATED GEOGRAPHICAL AREA SEEING PLACE PICNIC SPOT BUS STAND TOTAL VILLAGES FACTS/FIGURES 23 MAY 1998 1012121 MALE- 515486 FEMALE- 496635 544369 MALE- 332910 FEMALE- 201459 4258.15KM SQUARE MADVARANI,SARVAMAGLA, KOSGAI, SAPTDEV. LEMURU,DEVPAHAHRI, BANGO,CHAITURGARH KORBA, KATGHORA 792(APPROX)

13

COMPANY PROFILE

Histor y of the company:

14

Company founder Soichiro Honda, after working at Art Shokai, developed his own design for

piston rings in 1938. He attempted to sell them to T oyota and after two years of work he won a contract with T oyota. He constructed a new facility to supply T oyota, but soon after, during World War II, the Honda piston manufacturing facilities were almost completely destroyed. Soichiro Honda created a new company with what he had left. The Japanese market was decimated by World War II; his country was starved of money and fuel, but was still in need of basic transportation. Honda, utilizing his manufacturing facilities, attached an engine to a bicycle which created a cheap and efficient method of transport. He gave his company the name Honda Giken Kgy Kabushiki Kaisha which translates to Honda Research Institute Company Ltd. Despite its grandiose name, the first facility bearing that name was a simple wooden shack where Mr. Honda and his associates would fit the engines to bicycles. The official Japanese name for Honda Motor Company Ltd. remains the same in honor of Soichiro Honda's efforts. On 24 September 1948 the Honda Motor Co. was officially founded in Japan. Honda began to produce a range of scooters and motorcycles and Soichiro Honda quickly recovered from the losses incurred during the war. Honda's first motorcycle to be put on sale was the 1947 A-T ype (one year before the company was officially founded). However, Honda's first full-fledged motorcycle on the market was the 1949 Dream D-T ype. It was equipped with a 98cc engine producing around 3 horsepower. This was followed by other highly popular scooters throughout the 1950s. Honda is the world's largest manufacturer of 2-wheelers. Its symbol, the Wings, represents the company's unwavering dedication in achieving goals that are unique and above all, conforming to international norms. These wings are now in India as Honda Motorcycle & Scooter India Pvt. Ltd. (HMSI), a wholly owned subsidiary of Honda Motor Company Ltd., Japan. These wings are here to initiate a change and make a difference in the Indian 2wheeler industry. Honda's dream for India is to not only manufacture 2-wheelers of global quality, but also meet and exceed the expectations of Indian customers with outstanding after sales support. Official Name- Honda Motorcycle & Scooter India Pvt. Ltd. Established- 20th Aug, 1999 Place- Manesar, District Gurgaon, Haryana, India Investment- Rs. 300 Crore Representative- Mr. Shinji Aoyama, President & CEO Factory Location- Manesar, District Gurgaon, Haryana, India Production Capacity- 10,000,00 Units per Y ear

15 Weakness:
1.Less number of service center. 2 Market share very less as compare to there competitor.

3 Spares parts are not easily available. 4 Low product range. 5 Maintenance cost is very high.

Opportunity:
1 Increase in product range. 2 Untapped market above 180 cc in motorcycles. 3 More maturity and movement towards higher-end motorcycles. 4 Honda can be use brand image of Hero Honda.

Threats:

1 There is high competition in the market. 2 Threat of cheap imported motorcycles and components from China.

Marketing Strategy:
1. Honda strategy was strength on technology. It should be the newest one and always one step before competitors. 2. Honda followed principle of developing market step by step. 3. Knowing clients needs Honda : 4. Offer a multi product line 5. Took leadership in product innovation 6. Exploit opportunities for economies of mass production. 7. company is living in productivity more than the actual needs just to bf sure that they can grow factor then compition and can follow market potential if needed. 8. Honda starts a highly automotive plant with a capacity 10 times in excess of demand. 9. Honda becomes the most innovative company in whole motorcycle industry company which lead change and create/identify new untapped market segments.

Some bikes details of Honda : Some details of Honda bikes as following are: Honda active (100CC): Honda active is a family two wheeler and feature a higher load carring capacity than similar scooter.At the showroom this scooter around Rs 38000with on an road price of around Rs 43000 currently.Delhi has the lowest and Mumbai has the highest on the road price for Honda active. Honda active price vary upon the two wheeler dealers location. Honda shine(spoke wheel 125CC): An inspiring piece in the 125ccc motorcycle segment the Honda shine deliver excellent power superior technology and awesome looks. New bikes have showroom price of around Rs 40400 and on road price of around Rs 45000 at ahmedabad currently. . Delhi has the lowest and Mumbai has the highest on the road price for Honda shine. Bikes price vary upon the two wheeler dealers location.

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Shine (alloy wheel 125CC): This bikes sets new bunch marks in the 125cc segment by its engine efficiency, aesthetics and low maintenance cost new bikes in the series have showroom price ranging from around Rs47000 to around Rs53000 including of all charges like insurance, octori, RTO, etc. Honda shine price vary with new two wheeler dealers location. Honda unicor n (spoke wheel 150CC): This bikes is the first motorcycle developed by the Honda motorcycle and scooter India pvt. Ltd. At the showroom this bikes price of around Rs55000 with on a road price of around Rs51500. This includes standard ancillary charges also. Delhi has the lowest and Bangalore has the highest on the road price for Honda unicorn.

17 Honda unicor n (alloy wheel 150CC): This bikes is marked for its cutting edge technology adequate power and mono suspension at rear. The unicorn is now available at a showroom price of around Rs60000 with on an road price of around Rs63700 including supplementary charges. Currently delhi has lowest and banglore has highest on road price for Honda. Honda stunner CBF self disc alloy: The Honda stunner cbf is truly a stunning bike from Honda falling in the 125cc series, it is the most attractive bike in India. It has eye catching looks and striking feature that survey entic prospective customer to buy this bikes. It is available in three variants- kick start with drum brakes and drum brum brakes and alloy wheels and self start with disc brakes and alloy wheels. Honda dio: The honda dio is named after dyonisiac or cupid the Greek god of love and son of venues stunning looks and performance makes the Honda dio a scooter to covet. Distinct style with an extensive use of resin finish and vedge shaped areobynamic body design gives the

Honda dio a breathtaking appearance power and sleek with the inwards of an active packed into a shing fiber body the Honda dio is poised to make the owner proud of his/her possession. The cost of this scooter is 40776.

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Chapter- 3 THEORETICAL PERSPECTIVE OF TOPIC

Introduction & definition of customer satisfaction and services Importance of customer satisfaction Measuring customer satisfaction Tools for measuring customer satisfaction General concept of customer service 8 rules for good customer service

19 Intr oduction of customer satisfaction and ser vices:

Customer satisfaction is one of the main objectives of any organization. Every organization tries to know the customer satisfaction about their products. So a study on customer satisfaction helps the organization as well as me to gain a vast knowledge over the real world tastes and preferences of customer Whether the buyer is satisfied after purchase depends on the offers performance in relation to the buyers expectations. In general satisfaction is a persons feelings of pleasure or disappointment resulting from comparing a products perceived performance in relation to his or her expectations. As this definition makes clear, satisfaction is a function of perceived performance and expectations. If the performance falls short of expectations, the customer is dissatisfied. If the performance matches the expectations, the customer is satisfied. I f t h e p e r f o r m a n c e ex c e e d s ex p e c t a t i o n s , t h e c u s t o m e r i s h i g h l y s a t i s f i e d o r delighted. Many companies are aiming for high satisfaction because customers who are just satisfied still find it easy to switch when a better offer comes along. Those who a re h i g h l y s a t i s f i e d a re m u c h l e s s re a d y t o s w i t c h . H i g h s a t i s f a c t i o n o r d e l i g h t creates an emotional bond with the brand, not just a rational preference. The result is high customer loyalty. Xeroxs senior management believes that a very satisfied do o r d e l i g h t e d c u s t o m e r i s w o r t h 1 0 t i m e s a s m u c h t o t h e c o m p a n y a s a s a t i s f i e d customer. A very satisfied customer is likely to stay with Xerox many more years and buy more than a satisfied customer will. How do buyers form their expectations? From past buying experience, friends and associates advice and marketers and competitors information and promises. If marketers raise expectations too high, the buyer is likely to be disappointed, For example, Holiday Inn ran a campaign a few years ago called No Surprises Yet hotel guests still encountered a host of problems, and Holiday Inn had to with draw the campaign. However, if the company sets expectations too low, it wont attract enough buyers (although it will satisfy those whodobuy).S o m e o f t o d a y s m o s t s u c c e s s f u l c o m p a n i e s a re r a i s i n g ex p e c t a t i o n s a n d d e l i v e r i n g p e r f o r m a n c e s t o m a t c h . T h e s e c o m p a n i e s a re a i mi n g f or TC S - t o t a l customer satisfaction. Xerox for example, guarantees total satisfaction and will replace at its expense any dissatisfied customers equipment within a period of three years after purchase. Cigna advertises Well never be 100% satisfied until you are, too. And one of Hondas ads says: One reason our customers are so satisfied is that we arent. Nissan invites potential infinity buyers to drop in for a g u e s t d r i v e ( n o t a t e s t d r i v e ) b e c a u s e t h e J a p a n e s e w o r d f o r c u s t o m e r I s honoured guest. Look at what high satisfaction can do Saturn In the late 1980s, Saturn

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(General Motors newest car division) changed the whole buyer seller relationship with a New Deal for car buyers There would be a fixed price (none of the traditional haggling); a 30-day guarantee or money back; salespeople on salary, not on commission (none of the traditional hard sell). Once a sale is made, the sales staff surrounds the new

owner for commemorative photo, with everyone smiling. The companys fifth anniversary celebration at the Tennessee headquarters was attended by more than 4000 Saturn from all across the country. Said Saturns president: Saturn is more than a car its a whole new way of doing things, of working with our customers and with one another. A customers decision to be loyal or to defect is the sum of many small encounters with the company. Consulting firm Forum Corporation says that in order for all these small encounters to add up to customer loyalty, companies need to create a branded customer experience. Assuring Customer Satisfaction: "Those who enter to buy, support me. Those who come to flatter, please me. Those who complain, teach me how I may please others so that more will come. Only those who hurt me are displeased but do not complain. They refuse me permission to correct my errors and thus improve my service." - Marshall Field. The attitude of the professional is summed up in this statement. It establishes the c u s t o m e r a s t h e p e r s o n t o w h o m y o u a re re s p o n s i b l e . C u s t o m e r s s u p p or t y o u ; therefore, they deserve VIP treatment. When your customers are happy, you are happy. When they complain, you are unhappy, but you examine the complaint calmly and see it as an opportunity to learn as well as satisfy their needs. The quote echoes the fear that customers will not vocalize their dissatisfaction, 5but instead take their business elsewhere. There's another quote that's even more important to salespeople and companies immediately upon making a sale--"The Sale Begins When the Customer Says. Yes. "In the old days, It used to be, "The Sale Begins When the Customer Says. NO, "but that's a totally Inappropriate attitude to embrace in today's customer-driven business environment. Keeping Your Customers Happy S i n c e y o u r f i r s t c o n c e r n i s customer satisfaction you should be a w a re of some e m o t i o n a l s t u m b l i n g b l o c k s i n y o u r p a t h : s e l e c t i v e p e rc e p t i o n , u s e r e r r o r a n d buyer's remorse. Selective perception is the process in which a person sees only selected details from the entire picture. This attention to detail is sometimes petty. For example, a c u s t o m e r m a y h a v e a n e w c o p y i n g ma c h i n e t h a t w o r k s l i ke a c h a r m , b u t h e i s irritated by the sound of the motor. He focuses only on what is wrong rather than what is right. This occurs because buyers expect their purchases to be perfect. Regardless of the purchase price, they figure that for what they spent, they deserve perfection.

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When you encounter someone who practices selective perception, evaluate the situation to determine if the complaint is reasonable or exaggerated. If it is exaggerated, try to resolve the problem by pointing out benefits and features that compensate. Put the negative detail in a different perspective for your client so that it becomes one small part of the total picture. Many sales involve the installation of a new system or piece of equipment, and the b u y e r o r t h e i r e m p l o y e e s m u s t b e t r a i n e d t o u s e i t . T h e i r s u c c e s s f u l u s e o f t h e equipment depends upon the effectiveness of the training, and it is imperative that the salesperson follows through after the training period to make sure the client uses the purchase properly. It is not uncommon for people to forget 75 percent of what they hear after two days. This can cause "user error", which will significantly affect the outcome of your test and may prevent your client from reaching his success criteria. Handling Customer Complaints Whether your customer's complaint is legitimate or not, follow it up with a service call. Whenever possible, do it personally instead of sending someone from the customer service department. It provides the personal service that your customer appreciates and it may obviate the need for a technician or serviceman to call. A san alternative, both of you can go together to handle customer complaints. Keep the following guidelines in mind:1. Don't procrastinate making the call. Often the problem is not as serious as it sounds. Some

customers "read the riot act "when they call about a complaint. A delay in responding will only irritate your client more.2. Admit mistakes and apologize. Just because you made the sale does not mean you can become defensive about y o u r c o m p a n y , p ro d u c t o r s e r v i c e . E v e n t h e m o s t re p u t a b l e c o m p a n i e s m a ke m i s t a ke s a n d h a v e p ro b l e m s wi t h t h e i r p r o d u c t s . Yo u ma y w a n t t o re s t a t e t h e customer's complaint to show that you are listening and have an understanding of the problem.3. Show compassion for your customer. Whether the complaint proves to be true or false, show your customer that you are concerned and will investigate the problem immediately. Help the customer calm down by saying, "I can understand why you feel the way you do."4. Actively listen to your customer's complaint. Talking will make him feel less anxious about it. Let your customer "vent" his f e e l i n g s b e f o re y o u re a c t t o t h e s i t u a t i o n . B e s y mp a t h e t i c a n d e n c o u r a g e t h e customer to "blow up." Afterward, he'll feel better; this means he'll be in a better frame of mind.5. Don't pass the buck to your company or someone else within it. This may take the blame off you, but it undermines the integrity and organization of the company, and your customer will lose confidence in your firm.

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Maintaining Customer Satisfaction The philosophy behind maintaining your customers is simple; now that you have them, maintain them. When you consider the amount of time and money invested in them, you cannot afford to lose them. This investment goes b e y o n d y o u r personal expenditures. It also includes your firm's advertising and marketing costs t o re a c h t h a t p a r t i c u l a r m a r ke t s e g m e n t . Yo u r c u s t o m e r s , t h e re f o re , s h ou l d b e treated as if the life of your business depended on them - which it does!

23 Impor tance of the customer satisfaction:

The importance of customer satisfaction is apparent when you realize that, without customers, you don't have a business. A single unsatisfied customer can send more business away from your company than 10 satisfied customers. The more you focus on customer retention and customer support, the more long-term business you'll get. It's worth it to focus on customer satisfaction strategies, no matter how large or small your company is. Understanding the needs of the customer the critical: Business relationship, just like any other relationship, relies on both people getting their needs met. No matter what type of business you are in, all customers want the same thing. They want to feel welcomed and appreciated by you and your staff. They don't want to get the impression that they are just being used by you for money. Small interactions like "Thank you" and a nice smile can go a long way toward customer satisfaction. 2. Make sure your employees operates with same principle: A big part of customer satisfaction is reliability. If customers come to expect a certain mode of behaviour from you and your employees, you should deliver it to them each and every time. Customers want to be able to rely on you. They expect consistent delivery times (if applicable) and support. By training your employees to treat all customers with the same respect, your customers will all have the same experience with your company, which will increase customer satisfaction. 3. Be honest when you dont meet expectation: Customer satisfaction is at its most important when something goes wrong in the chain of delivery. Whether a customer was double charged or didn't receive what she ordered, your employees need to handle the situation with the utmost care. Your employee should apologize and take steps to rectify the situation. The phrase "the customer is always right" is at the core of a good customer satisfaction strategy. It doesn't matter whether or not the customer misread the instructions or made the mistake; your employee should take steps to make the customer happy. 4. Customer satisfaction is the foundation of a god business: Satisfied customers will make a great foundation for return business, and they may also bring in their friends and associates. Remember that customers are the heart of any business. Keep them satisfied, and encourage them to tell their friends about their experiences with your business.

24 MEASURING CUSTOMER SATISFACTION:

Organizations are increasingly interesting in retaining existing customers while targeting non-customers measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organizations products. Impor tant to measures customer satisfaction: While is it is critical to be in sync with the overall business objectives of the organization, it is also critical to be in tune with information requirements of users, and the value they find in services provided by the info center. In order to be perceived as integral assets to their organizations, most information professionals are concerned with expanding their activities, and serving more customers better. Building on a loyal customer or user base is the best and easiest way to grow your business. Just as companies find it costs approximately five times more to acquire new customers than it costs to keep a customer, Info Centers will find it most cost effective to grow by building on the services now provided to loyal, committed customers. To continue earning that customer loyalty, information professionals must keep tabs on the satisfaction levels and perceptions of value held by Info Center users. Strategies to develop the new business should always be balanced by strategies to retain existing business and ensure ongoing satisfaction of existing customers. There is an also real bottomline reason for measuring customer satisfaction. Positive results from customer satisfactions studies will make a strong statement in support of continued funding for Info Center activities.

25 Tools for measuring customer satisfaction:

1. Complain and suggestion system:

A customer-centered organization makes it easy for customers to register suggestions and complaints. Companies also using web sites and e-mail for quick, two-way communication. 2. Customer satisfaction sur vey: Responsive companies measure customer satisfaction directly by conducting periodic surveys. 3. Ghost shopping: Companies can hire people to pose as potential buyers to report on strong and weak points experienced in buying the companys and competitors products. These shoppers can even test the companys sales personnel handle various situations. 4. Lost customer analysis: Companies should contact customers who have stopped buying or who have switched to another supplier to learn why this happened. 5. Focus g r oup: Focus groups can be held on an informal or formal basis. On an informal basis, consider having a group of users meet for coffee or lunch to discuss their satisfaction with services being evaluated. On a more formal basis, a facilitator with experience in leading focus groups can work with personnel to plan questions and activities to elicit perception of value and satisfaction from participants. 6. Customer satisfaction sur vey: Study show that although customers are dissatisfied with one out of every four purchases, less than five percent of dissatisfied customers will complain. Most customers will buy less or switch to other supplier. Complaint levels are thus not good measure of customer satisfactions responsive companies measure customers Satisfaction directly by conducting periodic survey. They send questionnaire or make telephonic calls to a random sample of recent customers. They also solicit burger views on there competition performance. Which collecting customer satisfaction data it is also useful to asked additional question to measure repurpose intention this will normally be high.

26
It is also useful to measure likelihood or willingness to recommend the company and brand to others. A high positive word of mouth score indicate that the com. customer any is producing high customer satisfaction. Customer satisfaction helps the company in knowing the wants, needs and expectation of customer. It also helps to collect feedback about product. This will assist company in new product development.

27 Customer ser vices:

Customer service is the provision of service to customers before, during and after a purchase. According to Jamier L. Scott. (2002), Customer service is a series of activities designed to enhance the level of customer satisfaction that is, the feeling that a product or service has met the customer expectation." Its importance varies by product, industry and customer; defective or broken merchandise can be exchanged, often only with a receipt and within a specified time frame. Retail stores will often have a desk or counter devoted to dealing with returns, exchanges and complaints, or will perform related functions at the point of sale. Customer service may be provided by a person (e.g., sales and service representative),

or by automated means called self-service. Examples of self service are Internet sites. However, In the Internet era, a challenge has been to maintain and/or enhance the personal experience while making use of the efficiencies of online commerce. Writing in Fast Company, entrepreneur and customer systems innovator Micah Solomon has made the point that "Online customers are literally invisible to you (and you to them), so it's easy to short change them emotionally. But this lack of visual and tactile presence makes it even more crucial to create a sense of personal, human-to-human connection in the online area." Customer service is normally an integral part of a companys customer value proposition. In their book Rules to Break and Laws to Follow, Don Peppers and Martha Rogers, Ph.D. write that "customers have memories. They will remember you, whether you remember them or not." Further, "customer trust can be destroyed at once by a major service problem, or it can be undermined one day at a time, with a thousand small demonstrations of incompetence." From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization's ability to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to systematic improvement. Some have argued that the quality and level of customer service has decreased in recent years, and that this can be attributed to a lack of support or understanding at the executive and middle management levels of a corporation and/or a customer service policy.

28
"Service system" is a term very frequently used in the service management, service operations, services marketing, service engineering, and service design literature. While the term frequently appears, it is rarely defined. Given the growing importance of this term in the literature, this entry begins to organize historical usages, examples, and inferred definitions. A service system worldview is a system of systems that interact via value propositions. or customer satisfaction levels, and other KPIs. A service system (or customer service system, CSS) is a configuration of technology and organizational networks designed to deliver services that satisfy the needs, wants, or aspirations of customers.

8 Rules for good customer ser vices:

Good Customer Service Made Simple Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won't be profitable for long. Good customer service is all about bringing customers back. And about sending them away happy - happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers. If you're a good salesperson, you can sell anything to anyone once. But it will be your approach to customer service that determines whether or not youll ever be able to sell that person anything else. The essence of good customer service is forming a relationship with customers a relationship that that individual customer feels that he would like to pursue. How do you go about forming such a relationship? By remembering the one true secret of good customer service and acting accordingly; "You will be judged by what you do, not what you say." I know this verges on the kind of statement that's often seen on a sampler, but providing good

29

customer service IS a simple thing. If you truly want to have good customer service, all you have to do is ensure that your business consistently does these things:

1. Answer your phone: Get call forwarding. Or an answering service. Hire staff if you need to. But make sure that someone is picking up the phone when someone calls your business. (Notice I say "someone". People who call want to talk to a live person, not a fake "recorded robot".) For more on answering the phone, see Phone Answering Tips to Win Business.

2. Dont make pr omise unless you keep them: Not plan to keep them. Will keep them. Reliability is one of the keys to any good relationship, and good customer service is no exception. If you say, Your new bedroom furniture will be delivered on Tuesday, make sure it is delivered on Tuesday. Otherwise, don't say it. The same rule applies to client appointments, deadlines, etc.. Think before you give any promise because nothing annoys customers more than a broken one.

30

4. Listen to your s customer : Is there anything more exasperating than telling someone what you want or what your problem is and then discovering that that person hasn't been paying attention and needs to have it explained again? From a customer's point of view, I doubt it. Can the sales pitches and the product babble. Let your customer talk and show him that you are listening by making the appropriate responses, such as suggesting how to solve the problem.

4. Deal with complaints: No one likes hearing complaints, and many of us have developed a reflex shrug, saying, "You can't please all the people all the time". Maybe not, but if you give the complaint your attention, you may be able to please this one person this one time - and position your business to reap the benefits of good customer service.

5. Be helpful even if ther s no immediate pr ofit in it: The other day I popped into a local watch shop because I had lost the small piece that clips the pieces of my watch band together. When I explained the problem, the proprietor said that he thought he might have one lying around. He found it, attached it to my watch band and charged me nothing! Where do you think I'll go when I need a new watch band or even a new watch? And how many people do you think I've told this story to?

6. Train your staf f to be always helpful, cour teous and knowledge: Do it yourself or hire someone to train them. Talk to them about good customer service and what it is (and isn't) regularly. Most importantly, give every member of your staff enough information and power to make those small customer-pleasing decisions, so he never has to say, "I don't know, but so-and-so will be back at..."

31 7. Take the extra step: For instance, if someone walks into your store and asks you to help them find something, don't just say, "It's in Aisle 3". Lead the customer to the item. Better yet, wait and see if he has questions about it, or further needs. Whatever the extra step may be, if you want to provide good customer service, take it. They may not say so to you, but people notice when people make an extra effort and will tell other people.

8. T hrow in something extra: Whether it's a coupon for a future discount, additional information on how to use the product, or a genuine smile, people love to get more than they thought they were getting. And dont think that a gesture has to be large to be effective. The local art framer that we use attaches a package of picture hangers to every picture he frames. A small thing, but so appreciated. If you apply these eight simple rules consistently, your business will become known for its good customer service. And the best part? The irony of good customer service is that over time it will bring in more new customers than promotions and price slashing ever did!

32

CHAPTER- 4 DATA ANALYSIS AND INTERPRETATION

TABULATION, ANALYSIS AND INTERPRETATION

33 Pr ocess of customer satisfaction in Honda two wheeler :

Honda using different process for satisfying of the customer as following are: Customer entering: A customer who want to purchase a Honda bikes he first enter to Honda agencies and discuss with sale executor or another executor and meet with them. 2. Details:

After customer meeting with dealers they showing the all details of particular bikes whatever they want such as mileage, quality, pick up etc. all there advantages. 3. Colour specification: After choosing a bikes by a customer a sales executive showing different colours of a particular bikes and choose a particular colour of bikes and fixed to them. 4. Sales: Choosing a particular bikes by a customer a sales executive fixed a bike of them sale with cash, cheque, etc. for their satisfaction and better services for customer as following are: cash: Honda two wheeler agencies providing cash system as direct cash. A customer who have cash money he can pay at cash counter and takes bike happily. Cheque: Agencies takes cheque or providing cheque facilities as account base of the customer. A customer can pay their amount through cheque mode. Finance: Finance system are also providing by the company for purchasing of customer. A customer can finance of amount for purchasing of bikes which is provided by the agencies. There are different types of financer are available there such as ALF, SHRI RAM FINANCER, FALL EARTEN. Demonstration and services provided by Vishal Honda two wheeler agencies at different areas as following are: Basant mela SBI chunchuni Urga chowk NTPC chowk

34
Table No- 1 SALES VOLUME OF SOME HONDA BIKES IN YEAR OF 2007 AND GRAPHICAL ANALYSIS: 2007 S.NO. BIKES NAME TOTAL SALES PERCENTAGES 1. 2. 3. 4. TOTAL HONDA ACTIVA HONDA SHINE HONDA DIO HONDA UNICORN 500/1000 550/1000 20/100 100/500 1170/2600 50 55 20 20 45

INTERPRETATION:
50% Of sales volume of Honda activa target is 1000 with 50% and same in Honda shine with 55%. Honda dio sales volume is 20% is very low and final unicorn is 20% of sales volume. Then total sales volume in 2007 is 45%.

35
Table No- 2 SALES VOLUME OF HONDA BIKES IN YEAR OF 2008 AND GRAPHICAL ANALYSIS: 2008 S.NO. BIKES NAME TOTAL SALES PERCENTAGES 1. 2. 3. 4. TOTAL HONDA ACTIVA HONDA SHINE HONDA DIO HONDA UNICORN 700/1000 600/1000 10/50 200/800 1510/2850 70 60 20 25 52.98

INTERPRETATION:
In the year of 2008 sales of active is 70% and same in Honda shine with 60%. Honda dio sales volume is 20% and final unicorn is 25% of sales volume. Then total sales volume in 2008 is 52.98%.

36
Table No- 3 SALES VOLUME OF HONDA BIKES IN YEAR OF 2009 AND GRAPHICAL ANALYSIS: 2009 S.NO. BIKES NAME TOTAL SALES PERCENTAGES 1. 2. 3. 4. TOTAL HONDA ACTIVA HONDA SHINE HONDA DIO HONDA UNICORN 50/1000 500/1000 10/50 200/800 760/2850 5 50 20 25 26.67

INTERPRETATION:
In the year of 2009 sales of active sales volume is 5% and Honda shine with 50%. Honda dio is again low with 20% and final unicorn is 25% of sales volume. Then total sales volume of company bikes in 2009 is 26.67%.

37
Table No- 4 SALES VOLUME OF HONDA BIKES IN YEAR OF 2010 AND GRAPHICAL ANALYSIS 2010 S.NO. BIKES NAME TOTAL SALES PERCENTAGES 1. 2. 3. 4. TOTAL HONDA ACTIVA HONDA SHINE HONDA DIO HONDA UNICORN 720/1000 700/1000 30/100 120/500 1570/2600 72 70 30 24 60.35

INTERPRETATION:
In the year of 2010 sales of active sales volume is hiked with 72% and Honda shine with 70%. Next Honda dio increased with 30% and unicorn is 24% of sales volume. Then total sales volume of company bikes in 20010 is 60.35%.

38
Q.1 H o w w o u l d y o u r a t e H o n d a p v t . L t d . S e r v i c e ? 1. Excellent 2. Good 3 . Fa i r 4. Poor Table No- 1 OPTION E XC E L L E N GOOD FAI R POOR T O TA L N O. O F R E S P O N D E N T S 35 10 4 1 50 P E RC E N TAG E S 70 20 8 2 100

INTERPRETATION:
7 0 % o f t h e c u s t o m e r re s p o n d e d t h a t t h e i r o v e r a l l ex p e r i e n c e i s ex c e l l e n t a n d 2 0 % s a y s i t i s g o o d . 8 % o f t h e c u s t o m e r s a y s i t i s f a i r a n d f i n a l 2 % i s n o t s a t i s f i e d s o t h e y s a i d t h a t s e r v i c e i s p o o r.

39 Q.2 Which one of the following factors influence you most while taking the decision? 1 . Pr i c e 2 . S e r v i c e 3 . Ad v e r t i s e m e n t 4 . C a n t s a y Ta b l e N o - 2 OPTION PRICE S E RV I C E A DV E RT I E S M E N T C A N T S AY T O TA L N O. O F R E S P O N D E N T S 25 15 7 3 50 P E RC E N TAG E S 50 30 14 6 100

INTERPRETATION:
5 0 % o f t h e c u s t o m e r a re i n f l u e n c e d b y p r i c e f o r t a k i n g d e c i s i o n . 3 0 % c u s t o m e r re s p o n d e d t h a t s e r v i c e o f t h e a f f e c t t h e m . N ex t 1 4 % c u s t o m e r a re i n f l u e n c e d b y a d v e r t i s e m e n t a n d f i n a l 6 % o f t h e customer cant say any thing about this.

40 Q . 3 W h i c h t y p e s o f H on d a b i ke s d o y o u l i ke m o s t ? 1 . Fa m i l y b i ke s 2 . S p or t s b i ke s 3 . B o t h 4 . C a n t s a y Ta b l e N o - 3 OPTION FA M I LY B I K E S S P O RT S B I K E S BO T H C A N T S AY T O TA L N O. O F R E S P O N D E N T S 40 5 4 1 50 P E RC E N TAG E S 80 10 8 2 100

INTERPRETATION:
8 0 % o f t h e c u s t o m e r w a n t f a m i l y b i ke s a n d n ex t 1 0 % c u s t o m e r re s p o n d e d t h a t w e wa n t s p or t s b i ke s . N ex t 8 % c u s t o m e r a re n e e d b o t h t y p e s o f b i ke s a n d f i n a l 2 % c u s t o m e r c a n t s a y a b o u t c h o o s e o f b i ke s .

41 Q . 4 W h a t i s t h e t i m e t a ke n t o a t t e n d y o u r c o m p l a i n ? 1 . Fe w h o u r s 2 . O n e d a y 3 . t w o d a y s 4 . M o re t h a n o n e d a y Ta b l e N o - 4

OPTION FEW HOURS O N E DAY T WO DAY S M O R E T H A N T W O DAY S T O TA L

N O. O F R E S P O N D E N T S 30 15 3 2 50

P E RC E N TAG E S 60 30 6 4 100

INTERPRETATION:

6 0 % o f t h e c u s t o m e r re s p o n d e d t h a t t h e y t a ke f e w h o u r s f o r c o m p l a i n t s . N ex t 3 0 % c u s t o m e r s a y s o n e d a y s a n d 6 % c u s t o m e r s a y s m o re t h a n o n e d a y s a n d f i n a l 4 % c u s t o m e r s a y s t h e y t a ke t w o d a y s f or attending the complaints.

42 Q . 5 Wh e t h e r s e r v i c e c h a r g e d b e i n g l e v i e d ? 1 . H i g h c o s t 2 . Re a s o n a b l e 3 . L o w c o s t 4 . C a n t s a y Ta b l e N o - 5 OPTION HIGH COST R E A S O N AB L E LO W C O S T C A N T S AY T O TA L N O. O F R E S P O N D E N T S 5 20 15 10 50 P E RC E N TAG E S 10 40 30 20 100

INTERPRETATION:
1 0 % o f t h e c u s t o m e r s a i d t h a t s e r v i c e c h a r g e s l e i v e d h i g h c o s t . N ex t 4 0 % s a y s t h i s c h a rg e s a re a c c e p t a b l e o r re a s o n a b l e a n d 3 0 % c u s t o m e r says it is a low cost and final 20% customer cant say about this s e r v i c e c h a rg e s .

43 Q . 6 W h a t a re y o u r o p t i o n o n p r i c e o f t h e H o n d a b i ke s ? 1 . Ve r y h i g h 2 . H i g h 3 . Re a s o n a b l e 4 . l o w Ta b l e N o - 6 OPTION V E RY H I G H HIGH REASONABLE LO W T O TA L N O. O F R E S P O N D E N T S 23 15 12 50 P E RC E N TAG E S 46 30 24 100

I N T E R P R E TAT I O N : 4 6 % C u s t o m e r o p i n i o n t o w a r d s p r i c e i s v e r y h i g h . N ex t 3 0 % c u s t o m e r a re s a i d h i g h a n d 2 4 % c u s t o m e r s a y s b i ke s p r i c e a re a c c e p t a b l e o r re a s o n a b l e b u t n o o n e s a i d a b o u t c o m p a n y b i ke s p r i c e .

44 Q . 7 D o e s c o m p a n y w e b s i t e p ro v i d e t h e k i n d o f i n f o r ma t i o n t h a t y o u need? 1. Excellent 2. Good 3. Satisfied 4. Dissatisfied Ta b l e N o - 7 OPTION E XC E L L E N T GOOD S AT I S F I E D D I S S AT I S F I E D T O TA L N O. O F R E S P O N D E N T S 25 20 5 50 P E RC E N TAG E S 50 40 10 100

I N T E R P R E TAT I : 5 0 % o f t h e c u s t o m e r re s p o n d e d t h a t c o m p a n y p ro v i d i n g i n f o r ma t i o n i s ex c e l l e n t . N ex t 4 0 % c u s t o m e r s a y s g o o d . N ex t 1 0 % c u s t o m e r a re s a t i s f i e d o f t h i s i n f or m a t i o n a n d n o o n e s a y d i s s a t i s f i e d a b o u t p ro v i d i n g i n f or m a t i o n .

45 Q.8 Which advertisement media is attracted to you most ? 1 . J o u rn a l s 2 . N e w s l e t t e r 3 . O w n w e b s i t e s 4 . B 2 B p o r t a l s Ta b l e N o - 8 OPTION J O U R N AL S N E WS L E TT E R O WN W E BS I T E S B 2 B P O RTA L S T O TA L N O. O F R E S P O N D E N T S 12 13 11 14 50 P E RC E N TAG E S 24 26 22 28 100

I N T E R P R E TAT I O N : 2 4 % c u s t o m e r re s p o n d e d t h a t t h e y a re a t t r a c t e d t h r o u g h j o u rn a l m e d i a . N ex t 2 6 % s a y s n e ws l e t t e r a n d 2 2 % c u s t o m e r s a y s c o m p a n y w e b s i t e s a n d f i n a l 2 8 % a re a t t r a c t e d b y b 2 b p or t a l s .

46 Q.9 Does company adopt new technology for important services ? 1 . Ye s 2 . N o 3 . C a n t s a y Ta b l e N o - 9 OPTION YES NO C AN T S AY T O TA L N O. O F R E S P O N D E N T S 37 10 3 50 P E RC E N TAG E S 74 20 6 100

I N T E R P R E TAT I O N : 7 4 % o f t h e c u s t o m e r s a y s y e s a d o p t i n g n e w t e c h n o l o g y f or b e t t e r services and 20% customer says no and final 6%customer cant say a b ou t t h i s s e r v i c e .

47 Q . 1 0 W h a t i s y o u r o p i n i o n t o wa rd s s a f e t y a n d c o m f o r t ? 1 . S a t i s f i e d 2 . E x t re m e l y s a t i s f i e d 3 . n e i t h e r s a t i s f i e d & d i s s a t i s f i e d 4. Dissatisfied Ta b l e N o - 1 0

OPTION S AT I E S F I E D E XT R E M E LY S AT I S F I E D N E I T H E R S AT I E S F I E D O R D I S S AT I E S F I E D D I S S AT I E S F I E D T O TA L

N O. O F R E S P O N D E N T S 23 12 10 5 50

P E RC E N TAG E S 46 24 20 10 100

I N T E R P R E TAT I O N : 4 6 % C u s t o m e r a re c o m p l e t e s a t i s f i e d t o w a rd s s a f e t y a n d c o m f o r t s . N ex t 2 4 % c u s t o m e r a re ex t re m e l y s a t i s f i e d a n d 2 0 % c u s t o m e r n e i t h e r s a t i s f i e d o r d i s s a t i s f i e d a n d 1 0 % c u s t o m e r a re d i s s a t i s f i e d t o wa rd s b i ke s s a f e t y a n d c o m f o r t s .

48 Q . 1 1 W h a t i s y o u r o p t i o n t o wa rd s H o n d a b i ke s d e s i g n ? 1 . E x t re m e l y s a t i s f i e d 2 . S a t i s f i e d 3 . N e u t r a l 4 . D i s s a t i s f i e d Ta b l e N O - 1 1 OPTION N O. O F R E S P O N D E N T S E XT R E M E LY S AT I E S F I E D 10 S AT I E S F I E D 20 14 N E U T RA L D I S S AT I E S F I E D T O TA L 6 50 P E RC E N TAG E S 20 40 28 12 100

I N T E R P R E TAT I O N : 2 0 % o f t h e c u s t o m e r re s p o n d e d t h a t t h e y a re ex t re m e l y s a t i s f i e d . N ex t 4 0 % c u s t o m e r s a y s t h e y a re s a t i s f i e d . 2 8 % c u s t o m e r a re a s s i t i e s a n d f i n a l 2 0 % a re d i s s a t i s f i e d o f H o n d a b i ke s d e s i g n .

49 Q . 1 2 D o y o u t h i n k t h a t b e h a v i o u r o f re t a i l e r a f f e c t t h e customer satisfaction ? 1 . Ye s 2. No 3. cant say Ta b l e N o - 1 2 OPTION YES NO C AN T S AY T O TA L N O. O F R E S P O N D E N T S 30 15 5 50 P E RC E N TAG E S 60 30 10 100

I N E R P R E TAT I O N : 6 0 % C u s t o m e r s a y s b e h a v i o u r o f re t a i l e r a f f e c t s t h e c u s t o m e r satisfaction and 30% customer says no affect to us and final 10% customer cant say any thing.

50 Q . 1 3 A re y o u a wa re a b o u t H o n d a p v t . L t d . S e r v i c e s ? 1 . Ye s 2 . N o 3 . C a n t s a y Ta b l e N o - 1 3 OPTION YES NO C AN T S AY T O TA L N O. O F R E S P O N D E N T S 30 15 5 50 P E RC E N TAG E S 50 40 10 100

I N T E R P R E TAT I O N : 5 0 % O f t h e c u s t o m e r s a y s t h a t t h e y a re a wa re a b o u t H o n d a s e r v i c e s and 40% customer says no idea about this and final 10% customer cant say any thing.

51 Q . 1 4 D o y o u h a v e a n y g a p b e t w e e n s e r v i c e ex p e c t e d a n d s e r v i c e d e l i v e re d ? 1 . Ye s 2 . N o 3 . C a n t s a y Ta b l e N o - 1 4 OPTION YES NO C AN T S AY T O TA L N O. O F R E S P O N D E N T S 310 40 50 P E RC E N TAG E S 20 80 100

I N T E R P R E TAT I O N : 2 0 % O f t h e c u s t o m e r re s p o n d e d t h a t s e r v i c e ex p e c t e d a n d s e r v i c e d e l i v e r a n d f i n a l 8 0 % o f t h e c u s t o m e r s a y s t h e re i s n o g a p b e t w e e n o f them and no one say any thing.

52

Q.15 Handling of complaints call is ? 1 . G o o d 2 . Fa i r 3 . Po o r 4 . C a n t s a y Ta b l e N O - 1 5 OPTION GOOD FA I R POOR C A N T S AY T O TA L N O. O F R E S P O N D E N T S 20 15 5 10 50 P E RC E N TAG E S 40 30 10 20 100

I N T E R P R E TAT I O N : 4 0 % O f t h e c u s t o m e r re s p o n d e d t h a t t h e i r o v e r a l l ex p e r i e n c e i s g o o d . N ex t 3 0 % s a y s i t i s f a i r a n d n ex t 1 0 % s a y s i t i s p o o r a n d f i n a l 2 0 % i s not say any thing.

53

CHAPTER- 5 RECOMMENDATION AND CONCLUSION

1 . Pro b l e m 2.Suggestion 3.Conclusion

54 PROBLEM
1. the 2. 3. 4. 5. 6. 7. 8. On the bases of data analysis and interpretation researcher has reached to finding of the study which are follow as: Inconvenience in the collection of all relevant data. It needs consistent guidelines. It is very expensive. Unable to understand the strategies and of regarding company. Limitation of information. Due to the lack of the grip in the language used in the project. The next problem is the lack of proper studies regarding institution.

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SUGGESTION
T h e d a t a c o l l e c t i o n t h r o u g h v a r i o u s s o u r c e a re o f l e s s re s e m b l a n c e , s o t h e d a t a c o l l e c t e d m u s t b e a n a l y z e d s o t h a t t h e i r d e g re e o f t r u t h c a n b e k n o w n . Some item it may be difficult to obtain consistent guideline f ro m t h e t e a c h e r a s w e l l a s f ro m t h e m a n a g e r o f t h e re g a rd i n g o r g a n i s a t i o n ( a g e n c i e s ) d u e t o t h e i r e n g a g e m e n t i n v a r i o u s p ro g r a m m e . S i n c e s t u d e n t h a v e t o re a c h t o t h e m a n a g e r a n d t o t h e t e a c h e r s a t a p a r t i c u l a r t i m e a n d d a t e wh i c h i s a l l o t t e d t o t h e m . S i n c e o f t h e l o c a t i o n o f t h e a g e n c i e s i s f u r t h e r a wa y f ro m t h e h o m e t o w n t h e n t h e re i s n o i n c re m e n t s i n t h e c o s t d u o t o t h e v i s i t o f t h a t a i n s t i t u t e s t a y a n d t r a v e l t h e re . T h e re i s l a c k o f i n f o r m a t i o n d u e t o t h e i n f o r ma t i o n i n t h e c o m p a n y b ro a c h e r s d u e t o u n a b l e t o b o o k s re c o r d i n g t h e topics. I n t h i s p r o b l e m t h e c o m p a n y b roa c h e r s a n d i n f or m a t i o n a v a i l a b l e i n t h e i n t e rn e t . T h u s i t m a y l e a d s t o t h e p re s e n t a t i o n o f i n c o rre c t d a t a i n t h e p ro j e c t . T h e n ex t p ro b l e m i s t h e l o c a t i o n o f t h e c o m p a n y a t t h e f a r p l a c e for the home. This is the one of important factor that affect t h e d e g re e o f c o l l e c t i o n d a t a . T h e n ex t o n e i s t h e l a c k o f t h e g r i p i n t h e l a n g u a g e u s e d t o c o m p l e t e t h e p ro j e c t . T h i s p ro b l e m c a n b e s o l v e d b y t h e u s i n g l a n g u a g e I n wh i c h t h e g r i p o f t h e c a n d i d a t e s i s t h e most. T h e n ex t p ro b l e m i s t h e l a c k o f p ro p e r s t u d y re g a rd i n g i n s t i t u t i o n . T h i s ma y l e a d s t o t h e p re s e n t a t i o n o f w ro n g f a c t s a n d d a t a o f t h e p ro j e c t t h i s p ro b l e m c a n b e c u re d t h ro u g h popped study of the matter available and incase of any doubt i t m u s t b e c l e a re d .

56 CONCLUSION
From the survey it can be concluded that Honda two wheeler company has always been trusted with quality and styles. The company believes that styling will constitute to earth new potential for sales from new segments. Honda two wheeler company is a reliable partner providing customer with quality product through an e- sales portal sites and information exchanges. Today the consumer needs every thing in their bikes likes power, look and style, mileage and riding comfort at an economic price. Company always try to satisfy their customer and providing better service time to time. customer needs good quality, mileage, pick up and family pack bikes then company tries to make this types of bikes. To know the satisfaction level they use different techniques such as questionnaires, test marketing, telephonic interview and providing service in different areas as a campaign, demonstration etc.

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APPENDIX
Schedule B i b l i o g r ap h y

Study of Customer Satisfaction and Services [ s p e c i a l re f e re n c e w i t h H o n d a t w o w h e e l e r a g e n c i e s kor b a

(C.G.)] Name--------------------Po s t ---------------------E l i g i b i l i t y- - - - - - - - - - - - - - - - - - - - - - Department- --------------------(Getting knowledge by you is only use for study) 1.How would you rate Honda pvt. Ltd. Service? 1 . E XC E L L E N T 2 . S E RV I C E 3 . A DV E RT I E S M E N T 4 . C AN T S AY Q.2 Which one of the following factors influence you most while taking the decision? 1 . Pr i c e 2 . S e r v i c e 3 . Ad v e r t i s e m e n t 4 . C a n t s a y Q . 3 W h i c h t y p e s o f H on d a b i ke s d o y o u l i ke m o s t ? 1 . Fa m i l y b i ke s 2 . S p or t s b i ke s 3 . B o t h 4 . C a n t s a y Q . 4 W h a t i s t h e t i m e t a ke n t o a t t e n d y o u r c o m p l a i n ? 1 . Fe w h o u r s 2 . O n e d a y 3 . t w o d a y s 4 . M o re t h a n o n e d a y Q . 5 Wh e t h e r s e r v i c e c h a r g e d b e i n g l e v i e d ? 1 . H i g h c o s t 2 . Re a s o n a b l e 3 . L o w c o s t 4 . C a n t s a y

58 S C H E D U L E A N A LYS I S

Q . 6 W h a t a re y o u r o p t i o n o n p r i c e o f t h e H o n d a b i ke s ? 1 . Ve r y h i g h 2 . H i g h 3 . Re a s o n a b l e 4 . L o w Q . 7 D o e s c o m p a n y w e b s i t e p ro v i d e t h e k i n d o f i n f o r ma t i o n t h a t y o u need? 1. Excellent 2. Good 3. Satisfied 4. Dissatisfied Q.8 Which advertisement media is attracted to you most ? 1 . J o u rn a l s 2 . N e w s l e t t e r 3 . O w n w e b s i t e s 4 . B 2 B p o r t a l s

59
Q.9 Does company adopt new technology for important services ? 1 . Ye s 2 . N o 3 . C a n t s a y Q . 1 0 W h a t i s y o u r o p i n i o n t o wa rd s s a f e t y a n d c o m f o r t ? 1 . S a t i s f i e d 2 . E x t re m e l y s a t i s f i e d 3 . n e i t h e r s a t i s f i e d & d i s s a t i s f i e d 4. Dissatisfied Q . 1 1 W h a t i s y o u r o p t i o n t o wa rd s H o n d a b i ke s d e s i g n ? 1 . E x t re m e l y s a t i s f i e d 2 . S a t i s f i e d 3 . N e u t r a l 4 . D i s s a t i s f i e d Q . 1 2 D o y o u t h i n k t h a t b e h a v i o u r o f re t a i l e r a f f e c t t h e customer satisfaction ? 1 . Ye s 2. No 3. cant say Q . 1 3 A re y o u a wa re a b o u t H o n d a p v t . L t d . S e r v i c e s ? 1 . Ye s 2 . N o 3 . C a n t s a y Q . 1 4 D o y o u h a v e a n y g a p b e t w e e n s e r v i c e ex p e c t e d a n d s e r v i c e d e l i v e re d ? 1 . Ye s 2 . N o 3 . C a n t s a y Q.15 Handling of complaints call is ? 1 . G o o d 2 . Fa i r 3 . Po o r 4 . C a n t s a y Q . 1 6 B e h a v i o u r o f s a l e s exe c u t e r i s ? 1 . G o o d 2 . Fa i r 3 . Po o r 4 . C a n t s a y Q . 1 7 D o y o u t o y o u r H o n d a b i ke s ? 1 . Ye s 2 . N o Q.18 Any suggestion for Honda two wheeler? 1 . Ye s 2 . N o 3 . C a n t s a y Q.19 Do you know d i f f e re n t disadvantages? 1 . Ye s 2 . N o 3 . C a n t s a y Honda b i ke s advantages and

60
Q . 2 0 W h a t s t h e d i f f e re n t b e t w e e n H o n d a a n d o t h e r b i ke s ? 1 . Pr i c e 2 . Pi c k u p 3 . Av e r a g e 4 . Pa y m e n t m o d e Q . 2 1 D o y o u l i ke o t h e r c o m p a n i e s b i ke s ?

1 . Ye s

2. No

3. Cant say

Q . 2 2 A n y s p e c i a l s e r v i c e f o r i m p ro v e d H o n d a s e r v i c e ? 1 . Ye s 2 . N o Q.23 How do you come across this brand name in your day to day activities? 1 . Ve r y o f t e n 2 . Q u i t e o f t e n 3 . S e l d o m Q . 2 4 Yo u k n o w t h i s b r a n d n a m e b e c a u s e ? 1. Of it advantages 2 . Yo u a re u s i n g i t s p ro d u c t s a n d h a p p y a re u s i n g i t s p r o d u c t a n d a re u n h a p p y 4 . Wor d o f m o u t h 3 . Yo u

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BIUBLIGRAOHY

62 BOOKS NAMEC O N UM E R B E H AV I O U R , RA J U M . S . V I KA S P U B L I S H I N G H O U S E P V T. C O N UM E R B E H AV I O U R , L E O N G . KA N U K , 8 T H E D . 2 0 0 4 , P R E N T I C E AN D X A R D E L D O M I N I Q U E , 2 0 0 4 LT D SCHIFFMAN AND LESLIE L AZAR HALL.

I NTER NET:
W W W. G O O G L E . C O M W W W. W I K K I P E D I A. C O M W W W. H O N DA 2 WH E E L E R. C O M

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