HERO HONDA

EXECUTIVE SUMMARY
During the 80s, Hero Honda became the first company in India to prove that it was possible to drive a vehicle without polluting the roads. The company introduced new generation motorcycles that set industry benchmarks for fuel thrift and low emission. A legendary 'Fill it - Shut it - Forget it' campaign captured the imagination of commuters across India, and Hero Honda sold millions of bikes purely on the commitment of increased mileage.

In today world customer is the king irrespective of whatever the business may be ,wherever the operations may be .A good business organization is known by its strong customer loyalty, which turns to become a unified family.

The project assigned to me by the company was a market study on 100cc bikes among the dealers and customers with special reference to hero Honda dealer and loyalty of customers towards the bike. The objective of the study was to find out the dealers and customers opinion about the 100cc bikes with special reference to hero Honda dealer to understand how market fluctuations affect their strategic decision. The research methodology was descriptive in nature encompassing a sample of 200customers for in-depth analysis

It was observed that 80%of the respondents are interested to purchase Hero Honda motor vehicle .are in the age group of 18-35. A large part of respondents with majority of 60% are satisfied with the availability of spare part and remaining 40% says no. It was observed that the 92% resplendence are either highly satisfied are just satisfied and remaining 8% are dissatisfied. Different models Hero Honda vehicles can be introduced for ladies, with better comfort, speed and power, so that it can cater to the changing tastes of women. HERO HONDA

More service station should be established in every part of the city, so those customers have an easy accessibility. With a strong sales and service network of 650 Authorized dealership, 1500 authorized service centers and over 1000 certified service points, Hero Honda is growing from strength to strength. Hero Honda motor should also start producing other models and should add a different style and variety to their product line. This will surely attract more customers. This will help to increase the existing goodwill and position in the market.

The experience gained during the analysis and drawing inferences was an exiting and informative exercise under the guidance of unit head. HERO HONDA

COMPANY PROFILE
The joint venture between India's Hero Group and Honda Motor Company, Japan has not only created the world's single largest two wheeler company but also one of the most successful joint ventures worldwide. During the 80s, Hero Honda became the first company in India to prove that it was possible to drive a vehicle without polluting the roads. The company introduced new generation motorcycles that set industry benchmarks for fuel thrift and low emission. A legendary 'Fill it - Shut it - Forget it' campaign captured the imagination of commuters across India, and Hero Honda sold millions of bikes purely on the commitment of increased mileage. Over 20 million Hero Honda two wheelers tread Indian roads today. These are almost as many as the number of people in Finland, Ireland and Sweden put together! Hero Honda has consistently grown at double digits since inception; and today, every second motorcycle sold in the country is a Hero Honda. Every 30 seconds, someone in India buys Hero Honda's top -selling motorcycle - Splendor. This festive season, the company sold half a million two wheelers in a single montha feat unparalleled in global automotive history. Hero Honda bikes currently roll out from its three globally benchmarked manufacturing facilities.

WHERO ^ HONDA
Two of these are based at Dharuhera and Gurgaon in Haryana and the third state of the art manufacturing facility was inaugurated at Haridwar, Uttrakhand in April this year. These plants together are capable of producing out 4.4 million units per year. Hero Honda's extensive sales and service network now spans over 3000 customer touch points. These comprise a mix of dealerships, service and spare points, spare parts stockiest and authorized representatives of dealers located across different geographies. Hero Honda values its relationship with customers. Its unique CRM initiative - Hero Honda Passport Program, one of the largest programs of this kind in the world, has over 3 million members on its roster. The program has not only helped Hero Honda understand its customers and deliver value at different price points, but has also created a loyal HERO HONDA community of brand ambassadors. Having reached an unassailable pole position in the Indian two wheeler market, Hero Honda is constantly working towards consolidating its position in the market place. The company believes that changing demographic profile of India, increasing urbanization and the empowerment of rural India will add millions of new families to the economic mainstream. This would provide the growth ballast that would sustain Hero Honda in the years to come. As Brijmohan Lall Munjal, the Chairman, Hero Honda Motors succinctly points out, "We pioneered India's motorcycle industry, and it's our responsibility now to take the industry to the next level. We'll do all it takes to reach there.'' HeroHonda Mission Hero Hondas mission is to strive for synergy between technology, systems and human resources, to produce products and services that meet the quality, performance and price aspirations of its customers. At the same time maintain the highest standards of ethics and social responsibilities.

This mission is what drives Hero Honda to new heights in excellence and helps the organization forge a unique and mutually beneficial relationship with all its stakeholders.

HERO HONDA

PRODUCT PROFILE

WHERO ^ HONDA

General information Model: Year: Category: Rating: Hero Honda Passion Plus 2008 Sport 49.9 out of 100.

Show full ratina and compare with other bikes

Engine and transmission

Displacement:
Engine type: Stroke: Power:

97.50 ccm (5.95 cubic inches) Single cylinder 4 7.37 7.95 9.0:1 OHC CDI Kick Air 4-speed Chain Multiplate, wet Physical measures

Toraue: Compression:
Fuel control: Ignition: Starter: Cooling system: Gearbox: Transmission type final drive: Clutch:

HP (5.4 kW)) @ 8000 RPM Nm (0.8 kgf-m or 5.9 ft.lbs)

Weight incl. oil, gas, etc: Overall height: Overall length: Overall width: Ground clearance:

116.0 kg (255.7 pounds) 1,060 mm (41.7 inches) 1,980 mm (78.0 inches) 720 mm (28.3 inches) 159 mm (6.3 inches) 1,235 mm (48.6 inches) Chassis and dimensions

Wheelbase:
Frame type: Front tyre dimensions: Rear tyre dimensions: Front brakes: Front brakes diameter: Rear brakes: Rear brakes diameter:

Tubular double cradle 2.75-18 3.00-18 Expanding brake (drum brake) 130 mm (5.1 inches) Expanding brake (drum brake) 130 mm (5.1 inches) Speed and acceleration Other specifications

Fuel capacity: Reserve fuel capacity:

12.80 litres (3.38 gallons) 1.10 litres (0.29 gallons General information Hero Honda CBZ X-TREME 2007 Sport 79.7 out of 100.

Model: Year: Category: Rating:

Show full rating and compare with other bikes

HERO HONDA Displacement:

Engine type: Stroke: Power: 149.20 ccm (9.10 cubic inches) Single cylinder 4

WHERO ^ HONDA
Engine and transmission

Torque: Compression: Bore x stroke:

Fuel system: Fuel control: Ignition: Starter: Cooling system: Gearbox: Clutch:

HP (10.4 kW)) @ 8500 RPM 12.80 Nm (1.3 kgf-m or 9.4 ft.lbs) @ 6500 RPM
14.21 9.1:1 53.3 x 57.8 mm (2.1 x 2.3 inches) Carburettor OHC AMI- Advanced Microprocessor Ignition System Electric & kick Air 5-speed Multiplate wet Physical measures

Dry weight: Overall height: Overall length: Overall width: Ground clearance:

141.0 kg (310.9 pounds) 1,145 mm (45.1 inches) 2,080 mm (81.9 inches) 765 mm (30.1 inches) 145 mm (5.7 inches) 1,325 mm (52.2 inches) Chassis and dimensions

Wheelbase:
Frame type: Front Rear

Tubular Diamond Type Telescopic hydraulic Shock Absorbers Swing Arm with adjustable hydraulic Shock Absorbers 2.75-18 100/90-18 Single disc. Non Asbestoes type 240 mm (9.4 inches) Expanding brake (drum brake). Non Asbestoes type 130 mm (5.1 inches) Speed and acceleration

suspension: suspension:

Front tyre dimensions: Rear tyre dimensions: Front brakes: Front brakes diameter: Rear brakes: Rear brakes diameter:

Power/weight ratio:

0.1008 HP/kg

STATEMENT OF THE PROBLEM

To analyze the market for 100 cc bikes with special reference to HERO HONDA and to find out the dealers and customers opinion about the 100 cc bikes with special reference to HERO HONDA- to understand how market fluctuations affect their strategic decision.. HERO HONDA

WHERO ^ HONDA OBJECTIVES OF THE STUDY

CUSTOMER SECTOR To analyze the demographic factors of the customers who own a 100 cc bikes. To analyse the fuel efficiency of a 100 cc bikes they own. To analyse the promotional factors influencing and various features preferred by the custome at the time of purchase of the bike. To analyse the level of satisfaction on the various features of there 100 cc bikes. To findout the mode of purchase opted by the customer and opinion about various schemes of bike purchase. To analyse the various general complaints about the 100 cc bike and also to findout their opinion about the after sales service. To findout the awareness level of HERO HONDA 100 cc bike To findout the reasons for not purchasing the HERO HONDA bike.

DEALERS SECTOR
To analyse the general factors about 100 cc bike dealership. To findout the mode of sales of the dealers. To analyse the stock details of dealers and credit period offered by the company.

To analyse the dealers opinion about media effectiveness.

HERO HONDA To analyse the dealers opinion about customers preference on service. To findout the level of satisfaction on various services offered by the company. To findout the major areas on which the dealers receive complaints from customer.

WHERO ^ HONDA SCOPE OF THE STUDY

The research work was conducted in Andhra State randomly selecting 100 customers and 4 dealers. This study is based on the 100 CC bikes in Andhra State. This study mainly concentrates on the comparative study of 200 among the dealers and customers sector in Andhra state. HERO HONDA In the comparative field each company wants to know about their strengths and weaknesses. In each business customer is the king. The key to the customer retention is customer satisfaction. This project goes through a complete study on customers of various users of 100 CC bikes. The study will benefit HERO HONDA to form new strategies for increasing the sales of their existing products.

RESEARCH METHODOLOGY
A research design is purely and simply the framework or plan for a study that guides the collection and analysis of the data. It provides a scientific framework for conducting some research investigation.

In this research study descriptive research design has been followed where in it is typically concerned with determining frequency with which something occurs (or) how two variables vary together. This study is typically girded by an initial hypothesis.

Research Design
In the research study about the bikes a detailed descriptive research design was followed in order to

WHERO ^ HONDA
evaluate the performance of HERO HONDA bikes among the customers sector.

Descriptive design is used for the following purpose in this research study. 1. To describe the characteristics of certain groups example users of a product with
9

D VIA VI V3. Eng HERO HONDA different age, occupation, income etc. 2.

To estimate the proportion of people in a specified population who behave in ascertain way. Example, to point out purchasing HERO HONDA bikes by user.

3.

To determine whether certain variables are associated example, age level of bikes they own.

For analyzing the collected data an in-depth statistical research design was framed and various tools and techniques were also used for the same purpose.

Data source
i. Primary data required for conducting a survey, where in existing customers

were given questionnaire and the required data was thus collected. The different types of questions used for this research study are as follows. ii. iii. iv. v. vi. Open-ended Close-ended questions questions

Dichotomous questions Multiple-choice Secondary questions etc.

data required for conducting this research study has been

collected from various marketing research books, company brouchers, statistical books, journals, magazines, journals published by company and thorough literature review was conducted for the same.

Sampling plan
Before undertaking the survey, the sampling unit, sample size and sampling procedure are to be determined.

a. Population
HERO HONDA 8

WHERO ^ HONDA
All bike users in Andhra State was excluding for pilot survey.

b. Sampling method
In this study systematic random sampling method is used wherein every 5 th customer is selected and conducted survey in the RTA (Road Transport Authority) for customer sector. Further for the dealers sector too the sample size is determined by taking four major competitors of HERO HONDA.

c. Sample media
Sample media for the present research is conducted through personal interview guided by questionnaire design.

d. Sample unit
200 samples were collect from various users of 100 cc bike.

e. Sample size
The researcher decided a sample size of 10 for the customers sector and 4 for the dealers sector.

Statistical tools
Tools of analysis used for this study.

1.

Simple bar method: a simple bar diagram represents the magnitude of only one
HERO HONDA variable.

2.

Pie diagram: in this the circle is partition in to various sections representing the proportions
of various components.

WHERO ^ HONDA 3. Chi-square analysis

When certain observed value of a variable are to be compared with the expected value, the test statistic that is commonly used in x2 , which follows the chi-square distribution.

The null hypothesis state there does not exist significant different between the observed and the expected value.

For a given variable, if there are K categories having a number of observations as 0 P 02.... 0k or (0i such that I = 1,2...k) and the corresponding expected variable of the viable are given by Ep E2.... Ek or (Ei such that I = 1,2.k) the X2 statistical is given by

X2 = I ( Oi-Ei) 2/Ei I=1

This is the calculated value of X2. It is a compared with the tabulated value of X2 tab at a desired level of significance and (k-1) degree of freedom. If X2 cal < X2 tab the null hypothesis is accepted otherwise rejected at the desired level of significance. The X2 test for unvaried analysis can be used in the following situations.

i.

For the same set of data, difference between the observed and the expected value in

various categories can be checked. The expected values could be based on the date HERO HONDA of theoretical distribution.

ii.

For 2 different sets of data on the same number of respondents the differences in the

consumption pattern, expenditure pattered of preferences can be compared over both sets of the observed data.

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WHERO ^ HONDA Degree of association test

It X2 test is strong over for determining the existence of association between 2 variables. The degree of association can be estimated by using following formula.

C = X2 Cal. Value X2 Cal. Value + N

Analysis of variance
It is statistical techniques specially designed to test whether the means of more than 2 quantitative populations are equal. It consists of classifying and cross classifying statistically results and testing whether the means of a specified classification differ significantly.

One-way Classification
In one-way classification the data are classified according to only one criteria i.e., different levels of a single factor is controlled in the experiment. HERO HONDA The null hypothesis is Ho = m 1 = m 2 =.................................... m k H1 = m 1 = m 2 =..................................... m k

i.e., the arithmetic means of population from which the K sample were randomly drain are equal to one another.

The variance ratio that be

F = between column since With

11

WHERO ^ HONDA
in column since

KOLMOGOROV SMIRNOV Test (KS Test)

This test is gives for the distribution on an ordinal scale. The test is concern with the degree of agreement between that distribution some specified theoretical distribution. It determines whether the scores in the sample can be reasonable though have come from a popularize having the theoretical distribution.

In the test tabulated value calculates by following formula.

Tabulated value = 1.36 N Calculated value = Max value of the (O-E) column

Limitations of the study

The project definitely had its own limitations before going through the results of this research study. The limitations harping this research are given below: HERO HONDA

The area of study was comparatively small, that is restricted only in Andhra State. Hence the results may not be implemented for other areas.

Some of the respondent where reluctant to fill the demographic characteristics in the questionnaire.

Data was collected on the basis of primary data and hence there is a chance for a biased or misleading response from the respondents.

Traveling from place to place was more. Project duration is shorter and hence large sample size could not be taken.

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WHERO ^ HONDA
The following table shows the respondents according to age Age level classification of customers Table 1.1

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AGE WISE CLASSIFICATION OF RESPONDENTS

UHERO ^ HONDA
Below 30 years 31 - 40 N lumbe-waRe spondents years 83 QA

HERO HONDA

.41 %

Percentage 41.5 42 16.5 100

Below 30 years
42 %

Above 40 years Total

33 200

Inference:
Out of 200 respondents 42% of respondents are between 31 - 40 years, 41.5% of respondents are below 30 years and 16.5% of respondents are above 40 years.

From the above table we infer that most of the respondents (41.5%) are between 31 - 40 years. The following table shows the respondents according to occupation wise Occupation wise classification of customers Table 1.2 Occupation Business Number Of Respondents 49 Percentage 24.5

14

10 0 80 60 40 49

OCCUPATION WISE CLASSIFICATION OF RESPONDENTS HERO HONDA

UHEHO ^ HONDA
d4en4 ts 19 88 200 9.5 44 TOO

Profession 44

Number Of Respondents

22

Student ~19~| Employed 20 Busines Profession Student E Employe i d 0 ; Total

Inference:

Out of 200 respondents 44% of respondents are employed, 24.5% of respondents are businessmen, 22% are professionals and 9.5% of respondents are students.

From the above table we infer that most of the respondents (44%) are employed.

The following table shows the respondents according to income wise Income wise Income Below 5000 classification of customers Table 1.3 Number Of Respondents 32 Percentage 16

15

10 0 90 80 70 60 50 40 30 20 10 0

INCOME WISE CLASSIFICATION OF RESPONDENTS

HERO HONDA

UHERO ^ HONDA
28 44 12 lo0

5000 - 8000 800D^TjQ00g Below 5000 5000 - 8000 Above 10900 10000 10000 Total

Number Responders Of 88 ~24 200

Inference:
Out of 200 respondents 44% of respondents are having income level between 8000 - 10000, 28% of them were in the income level between 5000- 8000 and 16% of them were in income level below 5000 and 12% of them are in income level above 10000.

From the above table we infer that most of the respondents (44.5%) are the income level between 8000 - 10000. The following table shows the market share of various 100 cc bikes Market share of various bikes

Table 1.4 Bikes Yamaha Entizer Bajaj Pulsar TVS Apache Number Of Respondents 30 50 40 Percentage 15 25 20

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Yamaha Entizer Bajaj Pulsar TVS Apache

Inference:
From the above table it is found that market share of Hero Honda CBZ was 40%, TVS Apache was 20%, Bajaj Pulsar was 25%, Yamaha Entizer was 15%.

From the study the researcher infer that Hero Honda CBZ is having the first place in the market. The following table shows the information about the average distance traveled in 100 cc bikes per day. Average distance traveled per day Table 1.5 Daily average KMs the bike runs Below 50 km 50 - 60 km;s Number Of Respondents 73 93 Percentage 36.5 46.5

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AVERAGE DISTANCE TRAVELLED PER DAY

10 0 80 60 40

HO NDA Alove 60 km; Total

WHERO ^ HONDA
17 100

34 Number Of Respondents 200

20 Below 50 km50 - 60 km;s 0

Above 60 km's

Inference:
Out of 200 respondents 46.5% of respondents travel 50 - 60 km;s every day, 36.5% of travel below 50 kms and 17% of respondents travel above 60 kms. From the above table we infer that most of the respondents (46.5%) travel 50 - 60 kms per day.

The following table shows the fuel efficiency expected for 100 cc bike. Fuel efficiency expected for 100 cc bike Table 1.6 Fuel efficiency expected Below 60 60 - 70 Number Of Respondents 23 92 Percentage 11.5 46

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Below 60 60 - 70 Above 70

Inference:
From the above table it is clear that 46% of respondents expect 60 - 70 km fuel efficiency, 42.5% expect above 70 and 11.5% respondents expect below 60 kms.

From the above table we infer that most of the respondents expected (46%) the fuel efficiency between 60-70 kms per liter.

The following table shows the mileage getting at present for 100 cc bikes Mileage given by 100 cc bikes Table 1.7 Mileage you are getting at present Below 50 Percentage 25.5

Number Of Respondents 51

19

Inference:
Out of 200 respondents 47.5% are getting 50 - 60 km;s per liter, 27% are getting above 60 km;s, 25.5% of respondents are getting below 50 km;s from their bikes.

From the above table we infer that most of the respondents (47.5%) are getting 50 -60 km;s per liter..

The following table shows the respondents considered other bike at the time of purchase Considered other bike at the time of purchase Table 1.8
Considered other bike

Number Of Respondents

Percentage

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CONSIDERED OTHER BIKE AT THE TIME OF PURCHASE

WHERO ^ HONDA

HERO HONDA 4% 7 \ Yes s No 53% 10 6 Yes u %4 9 20 0 53 47 100

Total

Inference:
Out of 200 respondents 53% of respondents considered more other bikes at the time of purchase and 475 did not consider other bikes at time of purchase.

From the above table we infer that most of the respondents (53%) considered more than one bike at the time of purchase.

The following table shows the respondents done test drive in other bikes Test drive done in other bikes Table 1.9
Test drive in other bikes

Number Of Respondents

Percentage

21

RESPONDENTS TEST DRIVE IN OHTER BIKES

UHERO ^ HONDA

HERO HONDA
Y 53 % N T 47 % 93 Yes 10 - No 20 46.5 53.5 100

Inference:

ot al

Out of 200 respondents 53.5% of respondents did not done test drive and 46.5% of respondents done test drive in other bikes.

From the above table we infer that most of the respondents (53.5%) did not done test drive in other bikes. The following table shows the scheme influence to the respondents at the time of purchase of bike Scheme influence while purchasing the bike.

Table 1.10

22

SCHEMES INFLUENCED BY RESPONDENTS

Inference:
From the above table it is clear that 57% of respondents get influence schemes at the time of purchasing the bike and 43% of respondents did not influence any schemes at the time of purchasing the bike.

From the above table we infer that most of the respondents (57%) influence schemes at the time of purchase of bikes. The following table shows the type of schemes influence to the respondents at the time of purchase Type of schemes influence at the time of purchase Table 1.11

23

TYPE OF SCHEMES INFLUENCED FOR PURCHASE

UHEHO ^ HONDA

9 0 60 T 70 50 8 40 0 30 20 10 0

HER

OHONDA
Typf- of schemes Nc4(do>wi Number Of Respondents Number Of ym ent Respondents 54 "86" -40" 20 200 Percentage 27 43 20 10 100

No down payme nt

Free 0% interest Free gift

Exchange

Total

Inference:
From the above table it is clear that 43% influence 0% interest scheme, 27% no down payment, 20 free gift, 10 exchange scheme at the time of purchasing of bike.

From the above table we infer that most of the respondents (43%) influence 0% interest scheme at the time of purchase of bike. The following table shows the information about mode of payment Mode of purchase of vehicle

Table 1.12

24

MODE OF PURCHASE OF BIKE

10 0n

1ERO H ONDA
Nmmberwfeipondents 97 Hire Exchange nent purchase schemes fH Hire purchase Exchange schemes Total 89 14 200

UHERO ^ HONDA
Percentage 48.5 44.5 7 100

Inference:

From the above table it is clear that 48% of customers purchased their veichle in full payment, 44.5% on hire purchase and 7% on exchange schemes.

From the above table we infer that most of the respondents (48.5%) mode of purchase was full payment. The following table shows the promotional factor influence for purchasing the bikes Promotional factors influence for purchasing the bike

Table 1.13

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PROMOTIONAL FACTORS INFLUENCED FOR PURCHASE

UHEfiO ^ HONDA

4%HERO HONDA --------- 31%

Advertisement Reference: by friends Family decision Loan Number Of ExchRgsponden ts Mechanic Others 66 60 20 18 25 9 6 4 200 Percentage 33 30 10 9 12.5 4.5 3 2 100

9% w rr- 10%'

^Promoti^natfkgtbr Advert2i9s%ement Reference: by friends Family decision Self approach Loan Exchange offer Mechanic Others Total

Inference:
From the above table it is clear that 33% of respondents is influenced by advertisement at the time of purchase, 30% of respondents influenced by friends, 10% of respondents influenced by family decision at the time of purchase. From the above table we infer that most of the respondents (33%) said that advertisement is the promotional factor influence for purchasing the bike. The following table shows the level of satisfaction of customers regarding features of bike HERO HONDA

26

WHERO ^ HONDA
Table 1.14 Ratings Attributes^ Engine Design Handling Braking Mileage Rider and Pillion Comfort 0 30 0 0 12 1 0 1.5 0 0 6 0.5 9 18 20 48 55 5 4.5 9 10 24 27.5 2.5 30 107 62 94 101 80 15 53.5 31 47 50.5 40 147 66 105 46 27 104 73.5 33 52.5 3 13.5 52 14 6 13 12 5 10 7 3 6.5 6 2.5 5 200 200 200 200 200 200 HS % S % NN % D % HD % TOTAL

Inference:
From the above table it is reveal that most of respondents (73.5%) are dissatisfied on engine, 53.5% of respondents are neither satisfied nor dissatisfied on design, 52.5% are dissatisfied on handling of bike, 52% of respondents are dissatisfied about rider and pillion comfort on their bikes.

From the above table we infer that most of the respondents (73.5%) are dissatisfied on engine of the bikes.

Main considerations while purchasing the bike Table 1.15

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WHERO ^ HONDA
HERO HONDA Ratings 1 Attributes^ Price Performance Maintenance Fuel Efficiency Financial Schemes Resale Value 11 3 12 14 46 9 2 56. 5 6 7 23 4.5 1 53 28 13 92 13 0 26. 5 14 6.5 46 6.5 0 17 80 48 12 21 15 8.5 40 24 6 10. 5 7.5 9 49 68 24 15 32 4.5 24. 5 34 12 7.5 16 3 14 39 19 79 43 1.5 17 19.5 9.5 39.5 21.5 5 7 18 7 63 108 2.5 8.5 9 3.5 31.5 54 % 2 % 3 % 4 % 5r % 6 %

Inference
From the above table it is revealed that the customer look the various features at the time of purchase of the bike on price 56.5% then fuel efficiency 46%, performance 40%, maintenance 34%, financial schemes 39.5% and resale value 54%.

From the above we infer that most of respondents look price 56.5% at the time of purchase of bike.

Kolmogorov Smirnov Test

The following table shows the tabulation of ranking the features preferred by the customers at the time of purchase. HERO HONDA Ranking assigned to the features preferred by the Customers at the time of purchase. Table-

28

WHERO ^ HONDA
1.22 Rank^ Attributes! Price Performance Maintenance Fuel Efficiency Financial Schemes Resale value 1 113 12 14 46 9 2 2 53 28 13 92 13 0 3 17 80 48 12 21 15 4 9 49 68 24 15 32 5 3 14 39 19 79 43 6 5 17 18 7 63 108 Total 200 200 200 200 200 200

Hypothesis
Ho - There is no significant difference between ranking the features preferred by the customers at the time of purchase. HA - There is significant difference between ranking the features preferred by the customers at the time of purchase.

K.S Application
Ranking Weightage 1 6 2 5 3 4 4 3 5 2 6 1

Weightage x Respondents Total no. of respondents

29

WHERO ^ HONDA
HERO HONDA Price Performance Maintenance Fuel Efficiency Financial Schemes Resale value 678 72 84 276 54 12 265 140 65 460 65 0 68 320 192 48 84 45 27 147 204 72 45 96 6 28 78 38 158 86 5 17 18 7 63 108 Total 1049/200=5.25 724/200=3.62 641/200=3.21 901/200=4.51 469/200=2.34 347/200=1.73 20.7

Mean O= 0.25 0.17 0.16 0.22 0.11 0.08 Mean Total

Total Rank E= Total Mean 0.29 0.29 0.29 0.29 0.29 0.29 Total 0.04 0.12 0.13 0.07 0.18 0.21 0.75

|O-E |

Calculated value = Maximum of | O-E | = 0.21 Tabulated value = 1.36/Vn

= 1.36/V200 Where N = Number Of Samples = 1.36/ 14.14 = 0.1 HERO HONDA

Calculated value is > tabulated value Hence we reject null hypothesis.

30

WHERO ^ HONDA Inference

There is significant difference between ranking of attributes by the respondents and the features proffered by the customers at the time of purchase.

Kolomogorov Smirnov Test

The following table shows the tabulation for level of satisfaction on the features of customers bike. Level of satisfaction on the features of bike Table 1.23

Rank^ Attributes! Engine Design Handling HERO HONDA Braking 0 Mileage 12 1 Rider and Pillion Comfort

HS 1 0 3 0 48 55 5

S 2 9 18 20 94 101 80

NN 3 30 107 62 46 27 104

D 4 147 66 105 12 5 10

D 5 14 6 13 200 200 200

Total 200 200 200

Hypothesis

Ho - There is no significant difference between the various features of the bike and the level of satisfaction on the features of bike.

31

WHERO ^ HONDA
HA - There is significant difference between the various features of the bike and the level of satisfaction on the features of bike

K.S Application

Rating 1 Weightage 5 0 15 0 0 60 5

2 4 36 72 80 192 220 20

3 3 90 321 186 282 303 240

4 2 294 132 210 92 54 208

5 1 14 6 13 12 5 10 Total

Weightage Respondents Total no.

x of

respondents 434/200=2.17 546/200=2.73 489/200=2.45 578/200=2.9 642/200=3.21 483/200=2.415 15.9

HERO HONDA

Mean O= Mean Total 0.14 0.17 0.15 0.18 0.2 0.15 E=

Total Rank

|O-E |

Total Mean 0.31 0.31 0.31 0.31 0.31 0.31 Total 0.17 0.14 0.16 0.13 0.11 0.16 0.17

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WHERO ^ HONDA
Calculated value = Maximum of | O-E | =0.17

Tabulated value = 1.36/Vn

= 1.36/V200 Where N = Number Of Samples = 1.36/ 14.14 = 0.1

Hence calculated value is greater than tabulated value we reject null hypothesis.

Inference
There is significant difference between various features of the bike and satisfaction on the D VI A
35

VI V 3. E ng HERO HONDA features of the bike.

Kolmogorov Smirnov Test

The following table shows the tabulation on rating of the after sale service of the customer bike. 33

WHERO ^ HONDA
After sales service on the bike Table 1.24 Rate^ Attributes 1 Warranty Cost of spares Quality of service Prompt delivery Service Time 1 2 3 4 5 Total

1 0 5 3 5

23 100 72 81 78

131 84 100 92 88

35 11 17 17 19

10 5 6 7 10

200 200 200 200 200

34

UHERO ^ HONDA
HERO HONDA

Hypothesis

Ho - There is no significant difference between the various attributes of after sales service and rating given by the customers.

HA - There is significant difference between the various attributes of after sales service and rating given by the customers.

K.S.Application

Rating 1 Weightage 5 5 0 25 15 25

2 4 92 400 288 324 312

3 3 393 252 300 276 264

4 2 70 22 34 34 38

5 1 10 5 6 7 10 Total

Weightage Respondents Total no. respondents 570/200=2.85 679/200=3.4 653/200=3.27 656/200=3.3 649/200=3.24 16.1

x of

Mean O= E=

Total Rank

|O-E|

35

UHERO ^ HONDA
HERO HONDA Mean Total 0.18 0.21 0.203 0.21 0.2 Total Mean 0.31 0.31 0.31 0.31 0.31 Total 0.13 0.1 0.107 0.1 0.11 0.547

Calculated value = Maximum of | O-E | = 0.13

Tabulated value = 1.36/Vn

= 1.36/V200 Where N = Number Of Samples = 1.36/ 14.14 = 0.1

Since calculated value> tabulated value we reject the null hypothesis

Inference
There is significant difference between the various attributes of after sale service and rating given by the customers. HERO HONDA

36

UHERO ^ HONDA Chi-Square Test:

The following table shows the cross tabulation between the type of bike and the average distance traveled by the bike per day. Customers bike and the average distance traveled per day. Table 1.26 Bike Runs ^ Bikes I Yamaha Entizer Pulsar Apache CBZ Total < 50 Km 50-60 Km > 60 Km Total

18 9 18 28 73

27 30 22 14 93

5 11 10 8 34

50 50 50 50 200

Hypothesis

Ho - There is no significant relationship between the type of bike and the average distance traveled the bike per day. HERO HONDA HA There is significant relationship between the type of bike and the average distance traveled the bike per day.

The following table is obtained by using (|O-E |-0.5)2/E

37

UHERO ^ HONDA
O 18 27 5 9 30 11 18 22 10 28 14 8 Total E 18.3 23.3 8.5 18.3 23.3 8.5 18.3 23.3 8.5 18.3 23.3 8.5 (| O-E |-0.5)2 0.09 13.69 12.25 86.49 44.89 6.25 0.09 1.69 2.25 94.09 86.49 0.25 (|0-E|-0.5)2/E 0.004 0.59 1.44 4.73 1.93 0.74 0.004 0.072 0.264 5.14 3.71 0.029 18.686
.5 0. W O

0.3 3.7 3.5 9.3 6.7 2.5 0.3 1.3 1.5 9.7 9.3 0.5

C 2 = X (O - E) 2/E D.F. = (r-1) (c-1) = (4-1)(3-1) =6

Tabulated value for difference at 5% level of significance is = 12.6 HERO HONDA

Calculated value = 18.686 Tabulated value = 12.6

Calculated value is greater than the tabulated value at 5% level of significance.

Inference
Based on the above analysis the calculation value is higher than tabulated value, hence null hypothesis is rejected.

Hence, there is significant relationship between type of bike and the average distance 38

UHERO ^ HONDA
traveled per day.

Chi-Square Test
HERO HONDA The following table shows the cross tabulation between the cross tabulation between the cross tabulation between various bikes and the average fuel consumption getting.

Average fuel consumption getting from various bikes. Table 1.27 < 50 Km 50-60 Km > 60 Km Total

Fuel consumption getting ^ Bikes | Yamaha Entizer Pulsar Apache CBZ Total

30 4 14 3 51

19 22 29 25 95

1 24 7 22 54

50 50 50 50 200

39

UHERO ^ HONDA
Hypothesis

Ho - There is no significant relationship between the various type of bikes and the average fuel consumption of the bike.

HA - There is significant relationship between the various type of bikes and the average fuel consumption of the bike.

The following table is obtaining by using ( | 0-E |-0.5)2/E HERO HONDA

O 30 19 1 4 22 24 14 29 7 3 25 22 Total

E 12.8 23.8 13.5 12.8 23.8 13.5 12.8 23.8 13.5 12.8 23.8 13.5

(| O-E |-0.5)2 278.9 18.5 144.0 68.9 1.69 100.0 0.49 22.09 36.0 86.5 0.49 64.0

(|O-E|-0.5)2/E 21.8 0.8 10.7 5.38 0.071 7.40 0.03 0.93 2.7 6.8 0.02 4.74 58.7

.5 0. W O

16.7 4.3 12.0 8.3 1.3 10.0 0.7 4.7 6.0 9.3 9.7 8.0

C 2 = Z (O - E) 2/E

40

UHERO ^ HONDA
D.F. = ( r-1) (c-1) = ( 4-1) (3-1) =6

Tabulated value for 6 difference at 5% level of significance is = 12.6

Calculated value = 58.7 Tabulated value = 12.6

Calculated value is greater than the tabulated value at 5% level of significance. HERO HONDA

Inference

Based on the above analysis the calculated value is higher than tabulated value, hence null hypothesis is rejected.

Hence, there is significant relationship between the various type of bikes and the average fuel consumption of the bike.

41

UHERO ^ HONDA Chi-Square Test

The following table shows the cross tabulation between the customers traveled in bike and the fuel efficiency they expect.

Customers traveled in bike and fuel efficiency they expect HERO HONDA

Fuel efficiency expected ^ j Bikes Runs <50 50-60 >60 Total

< 60 Km

60-70 Km

> 70 Km

Total

12 7 4 23

42 35 15 92

19 51 15 85

73 93 34 200

Hypothesis

Ho - There is no significant relationship between distance traveled in bike and the fuel efficiency they expect.

HA _ There is significant relationship between distance traveled in bike and the fuel efficiency they expect.

42

UHERO ^ HONDA
The following table is obtained by using(|O-E |-0.5)2/E O E |O-E |-0.5 (| O-E |-0.5)2 (|0-E|-0.5)2/E

12 42 19 7 35 51 4 15 HERO HONDA 15 Total

8.4 33.6 31.0 10.7 42.8 39.5 3.9 15.6 14.5

3.1 7.9 12.5 4.2 8.3 11.0 0.4 1.1 0

9.61 62.41 156.25 17.64 68.9 121.0 0.16 1.21 0

1.14 1.9 5.04 1.64 1.61 3.063 0.041 0.1 0 14.53

C 2 = Z (O - E) 2/E

D.F. = (r-1) (c-1) = (3-1) (3-1) = 4

Tabulated value for 4 difference at 5% level of significance is = 9.49

Calculated value = 14.53 Tabulated value = 9.49

Calculated value is greater than the tabulated value at 5% level of significance.

Inference

Based on the above analysis the calculated value is higher than tabulated value, hence null hypothesis is rejected.

43

UHERO ^ HONDA
Hence there is significant relationship between distance traveled in bike and the fuel efficiency they expect. HERO HONDA

Chi-Square Test

The following table shows the cross tabulation between the various bikes own customers and the fuel efficiency expect by them. Customers bikes and the fuel efficiency they expect Table 1.29 < 60 Km Fuel consumption getting Bikes j Yamaha Entizer Pulsar Apache CBZ Total 60-70 Km > 70 Km Total

5 3 12 3 23

34 16 22 20 92

11 31 16 27 85

50 50 50 50 200

44

UHERO ^ HONDA
HERO HONDA

Hypothesis

Ho - There is no significant relationship between the various bikes owned by customers and fuel efficiency expected by them.

HA - There is significant relationship between the various bikes owned by customers and fuel efficiency expected by them.

The following table is obtained by using(|O-E |-0.5)2/E O 5 34 11 3 16 31 12 22 16 3 20 27 Total E 8.4 33.6 31.0 10.7 42.8 39.5 3.9 15.6 14.5 5.8 23.0 21.3 (| O-E |-0.5)2 1.7 110.25 116.64 10.9 56.25 84.64 32.49 2.25 33.64 10.9 12.25 27.04 (|O-E|-0.5)2/E 0.29 4.8 5.48 1.9 2.5 3.97 5.60 0.1 1.6 1.9 0.53 1.27 29.94

.5 0. W O

1.3 10.5 10.3 3.3 7.5 9.2 5.7 1.5 5.8 3.3 3.5 5.2

C 2 = X (O - E) 2/E HERO HONDA DF = (r-1) (c-1)

45

UHERO ^ HONDA
= (4-1)(3-1) = (3) (2) = 6

Tabulated value for 6 difference at 5% level of significance is = 12.6

Calculated value = 29.94 Tabulated value = 12.6

Calculated value is greater than the tabulated value at 5% level of significance

Inference
Based on the above analysis the calculated value is higher than tabulated value, hence null hypothesis is rejected

Hence there is significant relationship between the various bikes own by the customers and the fuel efficiency expected by them. HERO HONDA

CHISquare Test

The following able shows the cross tabulation between the monthly income and the mode of payment by the customers.

46

UHERO ^ HONDA
Respondents monthly income and the mode of payment Table 1.30 Mode of Payment ^ Monthly Incomej <5000 5000-8000 8000-10000 >10000 Total 11 26 43 17 97 18 28 36 7 89 3 2 9 0 14 32 56 88 24 200 Full Payment Hire Purchase Exchange scheme Total

Hypothesis
HERO HONDA Ho - There is no significant relationship between the monthly income and the mode of payment

HA - There is significant relationship between the monthly income and the mode of payment

The following table is obtained by using ( | O - E |-0.5)2/E

47

UHERO ^ HONDA
O 11 18 3 26 28 2 43 36 9 17 7 0 Total E 15.5 14.2 2.2 27.2 24.9 3.9 42.7 39.2 6.2 11.6 10.7 1.7 (|O-E I-0.5)2 25 10.9 0.1 2.9 6.8 5.8 0.04 13.7 5.29 24.01 17.64 4.84 (|O-E|-0.5)2/E 1.61 0.8 0.04 0.106 0.271 1.5 0.001 0.34 0.9 2.1 1.64 0.034 9.342
.5 0. W O

5 3.3 0.3 1.7 2.6 2.4 0.2 3.7 2.3 4.9 4.2 2.2

C 2 = X (O - E) 2/E F = (r-1) (c-1) = (4-1)(3-1) = (3) (2) =6 HERO HONDA

Tabulated value for 6 difference at 5 % level of significance is = 12.6

Calculated value = 9.342 Tabulated value = 12.6

Calculated value is greater than the tabulated value at 5% level of significance.

48

UHERO ^ HONDA Inference

Based on the above analysis the calculated value is higher than tabulated value, hence null hypothesis is rejected.

TYPES OF BIKE DEALING WITH

H o w 2

HO roA N

Hence there is significant relationship between monthly income and the mode of payment.
0 05 1 1 5

The2 following table shows the type of bikes dealing with dealers

Two strok e and four strok e Four stroke

Number Of Respondents

Types of bike dealing with Table 2.1 Type of bike Four stroke Two stroke and four stroke Total Number Of Respondents 2 2 4 100 Percentage 50 50

49

Inference

UHERO ^ HONDA

From the above table it was found that 50% of dealers are dealing with two stroke and four stroke bike and 50% of dealers are dealing with only four stroke bikes.

ESTABLISHMENT OF DEALERSHIP BUSINESS

From the above table we infer that most of the dealers are dealing with four stroke HE RO HONDA 2.5 2 1.5 1 0 . 5 0 Below 1 2 - 3 years 3 - 4 years Above 4 year yea rs dealership business The following table shows how long the dealers are in this dealership business Establishment o ----- 0 ---- , 2 and two stroke.

Number Of Respondents

Table 2.2 Dealership business Below 1 year 2 - 3 years 3 - 4 years Above 4 years Total

Number Of Respondents 0 2 1 1 4

Percentage 0 50 25 25 100

UHERO ^ HONDA Inference

From the above table it was found that 50% of dealers are established their business D VI A VI V
2.

E ng

54

UHERO ^ HONDA
HERO HONDA between 2 - 3 years and 25% are established between 3 - 4 years and 25% of the dealers are established their business above 4 years. From the above table we infer that most of the dealers (50%) established their business between 2 - 3 years.

SUMMARY OF RESULTS AND FINDINGS

Part-I CUSTOMERS SECTOR

Table NO.

1.1 The researcher found that most of the respondents (41.5%) are between 31-40 years. 1.2 The researcher found that most of the respondents (44.0%) are of employed. 1.3 The researcher found that most of the respondents are the income level between 800010000. 1.4 1.5 1.6 As per the study HERO HONDAS market share was in the 1st place. The researcher infers that most of the respondents (46.5%) travel 50-60 km per day. The researcher found that most of the respondents expected (46.0%) the fuel efficiency between 60-70 km/liter. 1.7 The researcher found that most of the respondents are getting 50-60 km/liter fuel efficiency from their bikes. 1.8 The researcher found that most of the respondents (53.0%) considered more than one bike at the time of purchase. 1.9 The researcher found that most of the respondents (53.5%) did not done test drive in other bikes before purchase of bike3. 1.10 The researcher found that most of the respondents (57.0%) influence purchase schemes at the time of purchase of the bike. 1.11 The researcher found that most of the respondents (40.36%) influence 0% interest scheme at the time of purchase of bike. D V[ A VI V HERO HONDA
2.

E ng

55

1.12 The researcher found that most of the respondents (48.5%) mode of purchase of their bike was full payment.

UHERO ^ HONDA
1.13 1.14 1.15 The researcher found that most of the respondents (71%) are aware of HERO HONDA. The researcher found that most of the respondents (75.0%) did not own a HERO HONDA. The researcher found that most of the respondents (64.7%) said that low mileage is the main reason for not purchasing of HERO HONDA. 1.16 The researcher found that most of the respondents (81.5%) have mileage problem from their bikes. 1.17 The researcher found that most of the respondents (33.0%) influenced advertisement is the promotional factor for purchase of their bike. 1.18 The researcher found that most of the respondents (73.5%) are dissatisfied on engine of the bikes. 1.19 The researcher found that most of respondents (56.5%) look price at the time of purchase the bike. 1.20 The researcher found that most of respondents said that CD DAWN is the better bike than other bikes. 1.21 The researcher found that most of respondents (65.5%) are satisfied with warranty of their bikes regarding after sale service. 1.22 With the help of kolmogorov smirnov test the researcher found that, there is significant difference between ranking of attributes by respondents and the features looked by the customers at the time of purchase. 1.23 With the help of kolmogorov smirnov test the researcher found that there is significant difference between the various features of the bikes and the level of satisfaction on the features of the bike. 1.24 With the help of kolmogorov smirnov test the researcher found that there is significant

difference between the various attributes of after sales service and rating HERO HONDA given by the customers. 1.25 With the help of chi-square test the researcher found that there is significant relationship between the type of bike and the average distance traveled the bike per day.

1.26

With the help of chi-square test the researcher found that there is significant relationship between. the various type of bike and the average fuel consumption of the bike.

53

UHERO ^ HONDA
1.27 With the help of chi-square test there is significant relationship between distance traveled in bike and the fuel efficiency they expect. 1.28 With the help of chi-square test the researcher found that there is significant relationship between the various bikes own by the customers and the fuel efficiency expected by them. 1.29 With the help of chi-square test the researcher found that there is significant relationship

between monthly income and the mode of payment by the customers HERO HONDA

PART - II
DEALERS SECTOR SUMMARY OF RESULTS AND FINDINGS

Table. No.

1.

From the table no.2.1, the researcher that most of the dealers (50%) are dealing with 4 stroke and 2 stroke bikes.

2.

From the table no.2.2, the researcher that most of the dealers (50%) established their business between 2-3 years.

WHERO

RHONDA
HERO HONDA

SUGGESTIONS AND RECOMMENDATIONS

54

1.

From the research it was found that most of the respondent who are using the 100 cc bikes is between 31-40 years and most of the people are working having an income level between 8000-10000. So the company should develop strategies in such a way to attract the above set segments to increase their sales.

2.

From the study we found that HERO HONDA was placed IInd in the market. The company should try to maintain the same and adopt suitable strategies to reach the No.1 position.

3.

From the study it was found that the customers expect a fuel efficiency of between 60-70 kms/litre in a 100 cc bikes and also it was found that the average travel per day is 50-60 km/litre. So the company should produce bikes giving a fuel efficiency of 60-70 km/litre.

4.

Most of the respondents prefer 0% interest scheme and also prefer to purchase the bike on full payment. So the company should float 0% schemes on being up with leading finance. Companys and give sufficient advertisement to attract the customers and also offer cash and additional service discount in schemes for these purchase the bike on full payment.

5.

Most of the customers are dissatisfied with the comfort ness of pillion rider and also about the engine quality. So the company should design their bike in such a way that it should

satisfy the above said needs of the customer. HERO HONDA 6. Most of the customers purchase their bikes are influenced the advertisements given by the company. So the company should plan attractive advertisement which will increase the companys image as well as the sales for the company and also the theme of the advertisement should be clearly mentioning the fuel efficiency of the bike. Since most of the customers preferred fuel efficient bikes. 7. Most of the customers complaint about the engine noise problem, mileage problem and chain problem and also when customers enquired about after sale service most of them are neither satisfied nor dissatisfied. So the company should take the above said problems into consideration and try to reduce the above said problems and also try to improve the quality of service, which will increase the companies image and also increase the sales for the company.

8.

Most of the people are aware of HERO HONDA but not purchased it due to low mileage 55

UHERO ^ HONDA
problem. So the company should change the mind set of the customers by introducing high mileage bikes and also increase the awareness of mileage by developing suitable advertisements.

9.

Most of the dealers prefer brand image as the main factor for availing the dealership. In fact way the HERO HONDA had a good brand image and this factor should be taken in a positive side and company should increase the dealer base in semi -Urban and rural areas.

10.

Most of the dealers said their vehicle only through financiers. So the company should develop strategies to the up with all the financiers and also can develop a preferred financial mark, which will increase the sales for the dealers.

11.

From the survey it was found the dealers were given only 15 days credit and also they stock only 26-50 bikes at any point of time. In the metro cities where they said more than 250 bikes per month the dealer faces their stock out situation and the customers are asked to

wait for more than one week to two weeks for delivery. And HERO HONDA the main reason for this the low credit period offered by the Company. So the company should develop better credit policies to increase the credit period which will increase the stockage level and also the customers will be satisfied on immediate delivery.

12.

From the dealers view point advertising on Newspapers and magazines were found to be effective. So the company should plan the areas, which will increase the sales for the dealers.

13.

The dealers are satisfied with the various services offered by the company but they stayed neutral only on the delivery period of the vehicles. So the company should develop appropriate strategies to deliver the vehicles in time.

14.

Most of dealers received complaints on registration and delivery of the vehicle. So the dealer has to deliver the vehicle with registration on the promised time. For which the

56

UHERO ^ HONDA
company has to create appropriate information system about the delivery promised and delivered date there by it can reduce the customers complaints. HERO HONDA

CONCLUSION The results and findings of this research study clearly exemplifies the fact that an in-depth market research study has been conducted and all the objectives set for the research work has been fully accomplished and the analysis is also performed to the maximum extent possible.

The study says that HERO HONDA is laying behind in occupying the marked in regard with four stroke bike models. An in-depth study has been made on the aspects that influence the lagging of the company in capturing the market.

HERO HONDA bikes customers are satisfied with the various features provided by the company.

It was clear from the study that HERO HONDA MOTOR INDIA LIMITED has a good image in the minds of the public. In addition to positive attribute, proper sales promotional strategies, frequent and attractive advertisements, frequent visits by knowledgeable sales officers and improved product attributes would attract more consumers, there by, increasing the intention level of consumers to opt for HERO HONDA Bikes. HERO HONDA

57

UHERO ^ HONDA
BIBLIOGRAPHY

1.

Goel B.S., Marketing Research, Meerut, Pragathi Prakashan, 1996.

2.

Gross, Banting, Meeredith & Ford, Business Marketing, U.S.A., Houghton Mifflin Company, 1998.

3.

Gupta S.P.,Statistical Methods, New Delhi, Sultan Chand and Sons Publishers, 1998.

4.

Harper W. Boyd, Jr. Ralph Westfall, Stanley F.Starch, Marketing Research, New Delhi, A.I.T.B.S., Publishers & Distributors (Regd), 1996.

5.

Kothari C.R., Research Methodology, New Delhi, Vikas Publishing House Pvt. Ltd., 1978.

6.

Philip Kotler, Marketing Management - The Millennium Edition, New Delhi, Prentice Hall of India Private Limited, 2001.

58


HERO HONDA

UHERO ^ HONDA

APPENDIX - 1 CUSTOMER QUESTIONNAIRE Name of the customers: Address :

2 Age: a) c) e)

Below 20 yrs 31-40yrs

b) d)

21-30 yrs 41-50 yrs

51-& above

3 Occupation: a)

Business d )

b)

Profession Employed

c) Student e) Others ______

59

rP
HERO HONDA 4.

un CD

a)

UHERO ^ HONDA
c) b) 8000-10000 5000-8000 10000-& above

Monthly Income Below 5000

d)

5.

Which bike do you own? a) Yamaha entizer b) c) TVS Apache d)

Baja Pulsar Hero Honda CBZ

6 When did you purchase the bike a) Month _________________

b) Year

7.

Mention the daily average KM, Your bike runs a) Below 50 b) 50-60 c) Above 60

8.

What is the fuel efficiency you expect? a) Below 60 b) 60-70 c) Above 70

9.

Mention the average fuel consumption you are getting at present? a) Below 50 b) 50-60 c) Above 60

Did you considered any other bike as an alternative at the time at purchase a) Yes b) No If yes which bike 10. Did you test drive any other bike? a) Yes b) No If yes, which bike ___

60


HERO HONDA

11. Please mention your level of satisfaction with respect to the following features of your bike Features Highly Satisfied Dissatisfied Highly Neither Satisfied dissatisfied satisfied nor Engine Design Handling Braking Mileage Rider $ Pillion Comfort 12. What Promotional factors influenced you to purchase your bike a) Advertisement c) Family Decision e) Attractive Loan g) Mechanic b) Reference by friends and relative d) Self Approach f) Exchange offer h) other dissatisfied

13. Rank the features you look for at the time of purchase (Rank from [1-6]) Price Performance

61

____
HERO HONDA Maintenance

i-i

Fuel efficiency Finance scheme Resale value

14.

Did any schemes influence you while purchasing a bike a) If a) Yes b) No yes what types of schemes influence you ? No down payment b) 0% interest Free gifts d) Exchange

c) Other specify 15.

Mention the mode of purchase you opted for purchasing your bike

a) Full payment b) Hire purchase exchange scheme d) others(specify) 17. Rank the following bikes according to its features ( rank from 1-4) Features/Bikes Entizer Apache Pulsar CBZ Style and Build Engine and Gear Box Handling Fuel Efficiency Comfort Over Performance 18. Rate the following attributes regarding after sale service of your bike (please tick the relevance) S.No. Excellent Very Good Fair Poor After sale Good service 1 Warranty 2 Cost of

62

HERO HONDA spares 3 Quality service 4 Prompt delivery 5 Service time

UHERO ^ HONDA

of

19. Did you face the following complaints (please tick the relevance) Attributes Yes No Starting problem Oil Leakage Engine Sound Maintenance Chain Problem Mileage Problem If you would like any changes made in your bike, what would you like it to be a) Yes b) No If yes please specify 20. Suggestions if any

63

HERO HONDA

APPENDIX - II DEALERS QUESTIONNAIRE Name of the brand dealt with : Name of the dealer Address : :

1) Please mention the type of bikes you are dealing with 2 Stroke b) 4 Stroke c) Both Please, specify the vehicles 2 Strokes 1. 2. 3. 4. 4 Strokes 1 2 3 4

2)

Please, mention how long are you in this business ?

a) Below 1 year b) 2-3 Years

c) 3-4 years d) 5 years & above

3.

Specify the reasons for selecting this particular brand of bike dealership

iCiiETao

HERO HONDA a) Brand image c) High Market

64

b) Investment Capacity d) If other specify

4.

Please mention the various ways by which you sell your more no: of bikes a) Cash down scheme c) Through financiers

b) Easy & monthly installments d) Bike Exchange Meal

65