CHAPTER – 1

INTRODUCTION

1
 INTRODUCTION

Hero MotoCorp Ltd. (Formerly Hero Honda Motors Ltd.) is the world's largest manufacturer
of two-wheelers, based in India. In 2001, the company achieved the coveted position of being
the largest two-wheeler manufacturing company in India and also, the 'World No.1' two-
wheeler company in terms of unit volume sales in a calendar year. Hero MotoCorp Ltd.
continues to maintain this position till date.
Hero MotoCorp two wheelers are manufactured across three globally benchmarked
manufacturing facilities. Two of these are based at Gurgaon and Dharuhera which are located
in the state of Haryana in northern India. The third and the latest manufacturing plant is based
at Haridwar, in the hill state of Uttarakhand.
In the 1980's the Company pioneered the introduction of fuel-efficient, environment friendly
four-stroke motorcycles in the country. It became the first company to launch the Fuel
Injection (FI) technology in Indian motorcycles, with the launch of the Glamour FI in June
2006.
Its plants use world class equipment and processes and have become a benchmark in leanness
and productivity. Hero MotoCorp, in its endeavor to remain a pioneer in technology, will
continue to innovate and develop cutting edge products and processes. Hero MotoCorp offers
wide range of two wheeler products that include motorcycles and scooters, and has set the
industry standards across all the market segments.
The Company's growth in the two wheeler market in India is the result of an intrinsic ability
to increase reach in new geographies and growth markets. Hero MotoCorp's extensive sales
and service network now spans over to 5000 customer touch points. These comprise a mix of
authorized dealerships, service & spare parts outlets and dealer-appointed outlets across the
country.
The new Hero is rising and is poised to shine on the global arena. Company's new identity
"Hero MotoCorp Ltd." is truly reflective of its vision to strengthen focus on mobility and
technology and creating global footprint. Building and promoting new brand identity will be
central to all its initiatives, utilizing every opportunity and leveraging its strong presence
across sports, entertainment and ground- level activation.
Total unit sales of 54,02,444 two-wheelers, growth of 17.44 per cent
Total net operating income of Rs. 19401.15 Corers, growth of 22.32 per cent
Net profit after tax at Rs. 1927.90 Corers

2
Total dividend of 5250% or Rs. 105 per share including Interim Dividend of Rs. 70 per share
on face value of each share of Rs. 2 each
EBIDTA margin for the year 13.49 per cent
EPS of Rs. 96.54
Hero MotoCorp Ltd formerly Hero Honda is an Indian motorcycle and scooter manufacturer
based in New Delhi, India. Hero Honda started in 1984 as a joint venture between Hero
Cycles of India and Honda of Japan. The company is the largest two wheeler manufacturer
in India. The 2006 Forbes 200 Most Respected companies list has Hero Honda Motors
ranked at 108.

BOARD OF DIRECTORS:
MR. PAWAN MUNJAL

Chairman, Managing Director & CEO

MR. PRADEEP DINODIA

Non Executive & Independent Director

GEN. (RETD.)V. P. MALIK

Non Executive & Independent Director

MR. SUMAN KANT MUNJAL

Non Executive Director

MR. PAUL EDGERLEY

Non Executive & Independent Director

DR. ANAND C. BURMAN

Non Executive & Independent Director

MR. M. DAMODARAN

3
Non Executive & Independent Director

DR. PRITAM SINGH

Non Executive & Independent Director

MR. RAVI NATH

Non Executive & Independent Director

MS. SHOBANA KAMINENI

Non-Executive and Independent Director

MR. VIKRAM KASBEKAR

Executive Director Operations (Plants)

Growth table of Automobile sector

Figure No. 1

4
Market share chart of Automobile sector

Figure No. 2

5
 PRODUCTS

Figure No. 3
 HF DELUXE CCR ALLOY
 HF DELUXE CCR (SELF) AHO
 HF DELUXE CCR (SELF) I3S
 HF DELUXE ECO DRS CCR
 SPL PLUS SELF AHO I3S
 SPL PLUS SELF AHO
 SPL ISMART 110CC
 PASS PRO DRS AHO I3S
 PASS PRO DSS AHO
 SUP SPLENDOR I3S AHO
 GLAMOUR DRS SV
 GLAMOUR DSS SV
 GLAMOUR DSS CFI
 ACHIEVER DRS I3S
 ACHIEVER DSS I3S
 X-TREME SPORTS DSS
 X-TREME SPORTS DRS

6
  PLEASURE
 DUET VX
 MAESTRO EDGE VX
 MAESTRO EDGE ZX

HF DELUXE CCR ALLOY

CC 100
Ex showroom 38885
I3S technology Yes
Alloy wheel Yes
Disc brake No
Self start No
Spokes wheel Yes
Table No. 1

7
HF DELUXE CCR (SELF) AHO ANDHF DELUXE CCR
(SELF) I3S

CC 100
Ex showroom 46926
I3S technology Yes
Alloy wheel Yes
Disc brake No
Self start Yes
Spokes wheel No
Table No. 2

HF DELUXE ECO DRS CCR

CC 100
Ex showroom 46975
I3S technology Yes
Alloy wheel Yes
Disc brake No
Self start Yes
Spokes wheel No
Table No. 3

8
SPL PLUS SELF AHO I3S AND SPL PLUS SELF AHO
CC 100
Ex showroom 51409
I3S technology Comes in both variant spl plus
I3S and without I3S
Alloy wheel Yes
Disc brake No
Self start Yes
Spokes wheel No
Table No. 4

SPL ISMART 110CC

CC 110
Ex showroom 55605
I3S technology Yes
Alloy wheel Yes
Disc brake No
Self start Yes
Spokes wheel No
Table No. 5

9
PASS PRO DRS AHO I3S AND PASS PRO DSS AHO
CC 100
Ex showroom 54292
I3S technology Yes
Alloy wheel Yes
Disc brake comes in both variant disc and
non disc
Self start Ye
Spokes wheel No
Table No. 6

SUP SPLENDOR I3S AHO

CC 125
Ex showroom 55921
I3S technology Yes
Alloy wheel Yes
Disc brake No
Self start Yes
Spokes wheel No
Table No. 7

10
GLAMOUR DRS SV, GLAMOUR DSS SV AND GLAMOUR
DSS CFI
CC 125
Ex showroom 70172
I3S technology Yes
Alloy wheel Yes
Disc brake comes in both variant disc and
non disc
Self start Yes
Spokes wheel No
Table No. 8

ACHIEVER DRS I3S AND ACHIEVER DSS I3S

CC 150
Ex showroom 65770
I3S technology Yes
Alloy wheel Yes
Disc brake comes in both variant disc and
non disc
Self start Yes
Spokes wheel No
Table No. 9

11
X-TREME SPORTS DSS AND X-TREME SPORTS DRS
CC 150
Ex showroom 46926
I3S technology Yes
Alloy wheel Yes
Disc brake comes in both variant disc and
non disc
Self start Yes
Spokes wheel No
Table No. 10

PLEASURE
CC 102
Ex showroom 46856
I3S technology No
Alloy wheel Yes
Disc brake No
Self start Yes
Spokes wheel No
Table No. 11

12
DUET VX
CC 110
Ex showroom 50811
I3S technology No
Alloy wheel Yes
Disc brake No
Self start Yes
Spokes wheel No
Table No. 12

MAESTRO EDGE VX AND MAESTRO EDGE ZX

CC 110
Ex showroom 53077
I3S technology No
Alloy wheel Yes
Disc brake No
Self start Yes
Spokes wheel No
Table No. 13

13
 CHAPTER-2
LITERATURE REVIEW

14
 LITERATURE REVIEW

Brand trust report 2011

According to brand trust report 2011 Hero Honda (Hero MotoCorp Ltd.) ranked as a top 13th
brand among the world’s brand
The brand trust report is out and quite comforting for Indian Automobiles Manufacturers as 4
of the top 15 brands are automobiles manufacturers in whole or part.
The biggest pie here goes to Tata (No.2) which continues to be a trusted brand in India
through is diversified interests from salt to power. Maruti (No. 7) is the top solely automobile
brand closely followed by 2 wheeler giants Bajaj (No. 12) and Hero Honda (Hero MotoCorp
Ltd.) (No.13).

Article on Hero Honda (Hero MotoCorp Ltd.) 2011

Literature Review Automobile Industry Abhijeet Singh and Brijesh Kumar (2011) Hero
Honda Motors Ltd, is running a program called Good life Passport to Relationship Reward,
with an objective to create an innovative environment for interaction between Hero Honda
and its customers. Members of this program are given a magnetic card in which all
information is stored and this card is swiped when using any service at a showroom or
workshop and it works like a loyalty benefit card.

Business Insider India July 2 2017 (Hero motorbikes to cost less. Here’s why)
The country's largest two-wheeler maker Hero MotoCorp has reduced prices of its mass
selling models by up to Rs 1,800 to pass on GST benefits to its customers."The quantum of
reduction ranges from Rs 400 to Rs 1,800 on mass-selling models," the company said in a
statement.
The actual benefit varies from state to state, depending on the pre- and post-GST rates, it
added.
Some of the premium segment models would see a reduction of up to Rs 4,000 in certain
markets, Hero MotoCorp said."In one or two states, such as Haryana, where the pre-GST
rates were lower than the post-GST rate, the prices of a few models may go up marginally,"

15
Business Insider India May 8 2017 (Sales of two-wheeler is on a rise, here’s why)
Before the advent of easy auto loans and affordable hatchbacks , India's personal transport
industry was ruled by scooters, a trend that seems to be coming back with the rise in scooter
sales.
India, which is world's biggest two-wheeler market, now has one scooter in every three two
wheelers sold, reflecting a turnaround for the scooter industry after
trailingbehindmotorcyclesfor about 25 years.The reason for this shift towards trendy and
gender-neutral scooters is the urban consumer, belonging to metros like Mumbai, Delhi,
Bangalore, Hyderabad and Chennai, and also aspiring metros like Pune, Ahmedabad and
Lucknow.
It was long back, in mid-1980s, when there was a craze amongst Indians to buy scooters,
which actually had months-long waiting lists. However, since motorcycles started to offer
better fuel efficiency, people shifted their preferences against scooters, more so after India's
Hero Group and Japan's Honda joined hands. Motorcycles were also able to better negotiate
India's poor roads filled with holes, being considered safer because of their bigger wheel-
base.
However, today, scooters come with automatic transmission, India has somewhat better
roads, and more and more women are learning to ride two-wheelers. All these reasons
combined have led to the share of scooters in the Indian two-wheeler market growing from
7820% to 33% in the last five years. Motorcycles, on the other hand, have their sales
expanded in low single digits over the same period. The claims are supported by data as well,
since in FY17, Activa , from the house of Honda Motorcycle and Scooter India, has become
the top seller in the country's overall two-wheeler market, overtaking Hero Splendor , which
ruled two-wheeler space for years because of its proven fuel economy.

The Hindu Business Line October 20 2017 (Hero MotoCorp sells over 3 lakh units on
Dhanteras)
NEW DELHI, OCT 20:
The country’s largest two-wheeler maker Hero MotoCorp today said it has sold a record over
3 lakh units in a single day on Dhanteras — October 17.

The company claimed it is the first entity to have achieved such a sales milestone globally.

16
“This festive season has been a blockbuster for Hero MotoCorp. The highest-ever single day
retail sales of well over three lakh units on Dhanteras comes on the back of what has been a
season of new global records for Hero,” a senior company official told PTI.

The company had sold a record 7 lakh units in September, the highest-ever monthly sales by
any company and also sold over two million units in the second quarter, the official added.

It has recently surpassed 75 million units of two-wheelers in cumulative sales since its
inception. Hero MotoCorp sold 20, 22,805 units of two-wheelers in the second quarter, a
growth of 11 per cent, over the same period of the previous fiscal.

Evaluation of purchase intention of customers in two wheeler automobile segment:

AHP and TOPSIS
By Kottala Sri Yogi
Department of Industrial & Production Engineering
-
Institute of
Technology, Guru GhasidasVishwavidyalaya
(A Central University)
, Bilaspur– 495009 Chhattisgarh, India.
Email:kottalasriyogi@gmail.com

Using AHP and analysis of results it has been observed that high pick up during overtaking
(HPUDO) Suitable and effective beam of light(SEBL),petrol saving(PS),ease of changing
gears(ECG) high trade value (HTV) are been top decision criteria as outputs of AHP
whilepurchasing two wheelers automobile in Indian markets as per respondents in his study.
However,our methodology to evaluate the purchase intention of customers in two
wheelers using both AHPas well as TOPSIS to implicate more crisp results, We have used
the AHP output decision criteria(HPUDO, SEBLS, PS, ECG and HTV) as inputs for
TOPSIS to better understand and suggest thetwo wheeler automobile manufacturer’s
which models are preferred during purchase intention, from TOPSIS application by
respondents considering the Minimization parameters: Price, weight andmaximization
parameters : cylinder capacity, mileage, brake horsepower as objective functions. Ithas

17
been found that Hero model (HERO HF DELUXE, HERO HF DAWN, HERO
SPLENDERPLUS) were top ranked output from TOPSIS. Thus this study made an attempt to
suggest customerpurchase intentions as criterion and customer’s attitude towards
purchasing two wheelerautomobiles that are available in Indiahas been presented.
This work could be used as path finder for product designers, R&D engineers of Indian
two wheeler automobile manufacturers forsustainable business growth.Use of
TOPSIS method is observed to be quite capable andcomputationally easy
toevaluate and select the properprioritized criteriafrom a given set ofalternatives. This
method uses the measures of the considered criteria with their relative importancein order to
arrive at the final ranking of the alternativetwo wheeler automobile models

18
 CHAPTER-3
RESEARCH OBJECTIVES
&
RESEARCH METHODOLOGY

19
 RESEARCH OBJECTIVES

 To know the consumer opinions about the “Hero MotoCorp Ltd.”

 To evaluate the factors which influence consumer to buy “Hero MotoCorp Ltd. ”

20
 RESEARCH METHODOLOGY

Research Methodology is the systematic, theoretical analysis of the methods applied to a field
of study. It comprises the theoretical analysis of the body of methods and principles
associated with a branch of knowledge.

Research Methodology is the way in which research problems are solved systematically. It is
a science of studying how research is conducted scientifically.

Business research can be defined as a systematic and objective process of gathering,

recording and analysing data that provides information to guide business decision.

Any honest attempt to study a problem systematically or to add to knowledge of a problem

may be regarded as research.

21
 RESEARCH DESIGN

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

Research Design is a set of advanced decisions that make up the master plan specifying the
methods and procedures for collecting and analysing the needed information.

22
 TYPES OF RESEARCH

Descriptive Research

Descriptive research is a study designed to depict the participants in an accurate way. More
simply put, descriptive research is all about describing people who take part in the study.

There are three ways a researcher can go about doing a descriptive research project, and they
are:

 Observational, defined as a method of viewing and recording the participants

 Case study, defined as an in-depth study of an individual or group of individuals
 Survey, defined as a brief interview or discussion with an individual about a specific
topic.

23
 CLASSIFICATION OF DESCRIPTIVE RESEARCH

There are two types of descriptive research:

 Cross-sectional design and

 Longitudinal design.

Cross-sectional studies measure units from a sample of the population at only one point in
time.

Longitudinal studies repeatedly measure the same sample units of a population over time.

Longitudinal studies often make use of a panel which represents sample unit who have agreed
to answer questions at periodic intervals.

24
 CROSS-SECTIONAL DESIGN

The cross-sectional study is the most frequently used descriptive design in marketing
research. Cross-sectional designs involve the collection of information from any given
sample of population elements only once.

They may be either single cross-sectional or multiple cross-sectional.

 In single cross-sectional designs only one sample of respondents and information is

obtained from this sample only once. These designs are also called sample survey
research designs.

 In multiple cross sectional designs, there are two or more samples of respondents,
and information from each sample is obtained only once. Often, information from
different samples is obtained at different times.

25
 SAMPLE DESIGN

A sample design is a definite plan for obtaining a sample from a given population. It refers to
the technique or the procedure the researcher would adopt in selecting items for the sample.
Sample design may as well lay down the number of items to be included in the sample i.e.,
the size of sample. Sample design is determined before date are collected.
The process of selecting the right individuals, objects or events for the study is known as
Sampling.
Sampling involves the study of a small number of individuals, objects chosen from a large
group.

Sample size

I have taken the sample size of 76 individuals for the research.

Sample Unit

The target population that will be sampled. Once the sampling unit is determined sampling
frame has to be prepared so that each and every one in the target population has an equal
chance of being sampled.

Sampling Area

The sample area of my research project was peoples live in Bareilly and nearby Bareilly.

Data Analysis

The data analysis is done with the help of graphs and pie charts.

26
 TYPE OF DATA COLLECTION

Primary Data

In primary data collection, the data is collected using methods such as interviews and
questionnaires. It is important to prepare a tabulation plan and based on it design the
questionnaire to make sure that no table will be left out. There are cases when tables cannot
be produced because questionnaires were designed without having a tabulation plan in place.

Primary data is received from first hand sources such as: Direct Observation, interview,
survey, and questionnaire etc.

The primary data are those which are collected a fresh and for the first time and thus happen
to be original in character.

Collection of Primary Data

There are several methods of collecting primary data, particularly in surveys and descriptive
researches. Important once are:-

a. Observation Method
b. Interview Method
c. Through Questionnaires
d. Through Schedules

27
 SECONDARY DATA

Secondary data refers to data that was collected by someone other than the user. Common
sources of secondary data for social science include censuses, information collected by
government departments, organisational records and data that was originally collected for
other research purposes.

Secondary data is received from secondary sources such as Printed material and Published
material etc.Secondary data is used to increase the sampling size of research studies and is
also chosen for the efficiency and speed that comes with using an already existing resource.

28
 TECHNIQUE OF SAMPLING

There are two types of sampling techniques:-

1. Probability sampling technique

2. Non- Probability sampling technique

The technique used for the research is non-probability sampling technique.

1. Probability sampling technique

Probability sampling uses random sampling techniques to create a sample. It is based on the
fact that every member of a population has a known and equal chance of being selected. In
this method, the selection of sampling units depends entirely on the personal judgment of the
investigation.

2. Non-probability sampling technique

Non-probability sampling techniques use non-random processes like researcher judgment or
convenience sampling.It represents a group of sampling techniques that help researchers to
select units from a population that they are interested in studying. Collectively, these units
form the sample that the researcher studies [see our article, Sampling: The basics, to learn
more about terms such as unit, sample and population].

29
 QUESTIONNAIRE METHOD

Questionnaires can be classified as both, quantitative and qualitative method depending on

the nature of questions. Specifically, answers obtained through closed-ended questions with
multiple choice answer options are analysed using quantitative methods and they may involve
pie-charts, bar-charts and percentages, whereas answers obtained to open-ended
questionnaire questions are analysed using qualitative methods and they involve discussions
and critical analyses without use of numbers and calculations.

Advantages of questionnaires include increased speed of data collection, low or no cost

requirements, and higher levels of objectivity compared to many alternative methods of
primary data collection.

Sampling

Research Design: Descriptive

Sample Area: Bareilly (U.P)

Sample Unit: Individual (both male and female)

No. of Respondent: 70 Respondents

Sample Technique: Random

Data Collection: Primary data (structured by questionnaire)

Secondary data (it is collected from internal source i.e.
Article, Research papers, journals & internet)

30
 Chapter-4
Data Analysis

31
 DATA ANALYSIS

Do you have a bike?

Have Bikes No.ofRespondent
YES 70
NO 13

Table No.14

Figure No. 4

Data Interpretation

Out of 100%, 16.5% respondentshare that they doesn’t have bike and 83.5% respondentshave
bikes.

32
The two-wheeler you own belongs to which company?
The two-wheeler you own belongs to which No.ofRespondent
company?
HERO MOTO CORP 40
BAJAJ AUTO 11
TVS 7
HONDA 8
YAMAHA 6
ROYAL ENFIELD 6
OTHERS 0

Table No. 15

Figure No. 5

Data Interpretation
Out of 100%, 51.3% respondent have hero bikes, 14.1% respondent have bajaj bikes, 9%
respondent have TVS bikes, 10.3% respondent have Honda bikes, 7.7% respondent have
Yamaha bikes and 7.7% respondent have royal enfield bikes.

33
Which marketing scheme of the Hero attracts you the most?
Which marketing scheme of the Hero attracts No.ofRespondent
you the most?

Special offer 21
Cash offer 19
Festival offer 12
Others 23

Table No. 16

Figure No. 6

Data Interpretation

Out of 100%, 26.4% respondents are attracted towards special offers, 26.4% respondent are
attracted towards cash discount, 16.7 % respondents are attracted towards festival gifts and
30.6% respondents are attracted towards Other offers.

34
Which feature of the Hero bike attracts you the most?
Which feature of the Hero bike attracts you No.ofRespondent
the most?
Designing 19
Fuel efficiency 15
Price 9
Low maintenance 12
Mileage 13
All the above 7

Table No. 17

Figure No. 7

Data Interpretation

Out of 100%, 25.3% respondents are attracted towards the designing, 20% respondents are
attracted towards fuel efficiency, 12% respondents are attracted towards price, 16%
respondents are attracted towards the low maintenance feature, 17.3% respondents are
attracted towards the mileage feature and 9.3% respondents like all the features.

35
How do you rate the Pre sale service provided by Hero?
How do you rate the Pre sale service No.ofRespondent
provided by Hero?
Excellent 25
Good 32
Average 16
Bad 0
Poor 0
Table No.18

Figure No.8

Data Interpretation

Out of 100%, 34.2% respondents thinks that pre sales service of hero is excellent, 43.8%
respondents thinks it is good and 21.9% respondents thinks that the pre sales service of hero
it is average.

36
How would you rate the after sale services of Hero Moto corp Ltd?
How would you rate the after sale services of No.ofRespondent
Hero Moto corp Ltd?

Excellent 20
Good 39
Average 11
Bad 1
Poor 2

Table No. 19

Figure No. 9

Data Interpretation

Out of 100%, 27.4% respondents think that after sales service of hero is excellent, 53.4%
respondent think it is good, 15.1% respondents thinks it is average, 1% of them thinks it is
bad and 2% of them thinks that it is poor.

37
How is the availability of spare parts of the Hero Moto corp Ltd?
How is the availability of spare parts of the No.ofRespondent
Hero Moto corp Ltd?

Easily available 65
Hardly available 7
Not available 1

Table No. 20

Figure No. 10

Data Interpretation

Out of 100%, 89% respondent’s say that parts of hero are easily available, 9.6% respondents
thinks that parts are hardly available, 1.4% and rest of them thinks that parts are not available.

38
From where do you get your two wheeler serviced?
From where do you get your two wheeler No.ofRespondent
serviced?

Company authorized service station 54

Unauthorized service station(road side 5
mechanic)
Both 15

Table No. 21

Figure No. 11

Data Interpretation

Out of 100%, 73% respondents get done there bike service from company authorised service
station, 6.7% respondents get done it from unauthorised service stations and 20.3%
respondents get done there bike service from both the stations authorised and unauthorised .

39
Do you get any SMS / Mails / Reminders from the company, as reminders
for your two wheeler service? If yes what was the frequency?
Do you get any SMS / Mails / Reminders No.ofRespondent
from the company, as reminders for your two
wheeler service? If yes what was the
frequency?
1 15
2 22
3 13
4 9
5 9

Table No. 22

Figure No. 12

Data Interpretation

Out of 100%, 22.1%respondents receives SMS, mails or calls only 1 time for the reminder of
their two wheeler service, 32.4% respondents get only 2 time , 19.1% respondents get 3
times, 13.2% respondents get 4 times and 13.2% respondents got 5 times reminder.

40
After getting your two-wheeler serviced at company authorised service
station, what is your satisfaction level?
After getting your two-wheeler serviced at No.ofRespondent
company authorised service station, what is
your satisfaction level?

Excellent 25
Good 39
Average 7
Bad 2
Poor 1

Table No. 23

Figure No. 13
Data Interpretation

Out of 100%, 33.8% respondents are fully satisfied from the service and rated the service
excellent, 52.7% respondents rated the service good, 9.5% rated the service as average,
2.6%respondents rated the service as bad and rest of them rated as poor.

41
How often do you get your two wheeler serviced?
How often do you get your two wheeler No.ofRespondent
serviced?

One month 13
Two month 20
Three month 28
Four month 12

Table No. 24

Figure No. 14

Data Interpretation

Out of 100%, 17.8% respondents get there service done Once a month, 27.4% respondents
get there service done in Two month, 38.4% respondents get there service done in Three
month and 16.4% respondents get there service done in 4 month.

42
Why do / would you get your two wheeler serviced from Company
Authorised Service Station?
Why do / would you get your two wheeler No.ofRespondent
serviced from Company Authorised Service
Station?

Warranty 12
Guarantee 11
Original parts 8
Peace of mind 9
Special offer 1
Trust 14
All the above 20

Table No. 25

Figure No. 15

Data Interpretation
Out of 100%, 16% respondents get there service done from authorised service station only for
warranty, 14.7% respondents get I done for guarantee, 10.4% respondents get it done for
original parts, 12% of them get it done for peace of mind, 18.7% get it done because of trust
and most of respondents get it done because of all the offers.

43
Which offer/schemes did you receive while getting your two-wheeler
serviced from Company Authorised Service Station?
Which offer/schemes did you receive while No.ofRespondent
getting your two-wheeler serviced from
Company Authorised Service Station?

Discount on spares 22
Discount on labour 15
Free wash 25
Extended warranty 10

Table No. 26

Figure No. 16
Data Interpretation

Out of 100%, 30.6% respondents get discount on spares, 20.8% respondents get discount on
labour, 34.7% respondents got free wash and 13.9% respondents got extended warranty.

44
Will you recommend the products and services of Hero Moto corp Ltd to
your friend?
Will you recommend the products and No.ofRespondent
services of Hero Moto corp Ltd to your
friend?

Yes 60
No 2
Some how 11

Table No. 27

Figure No. 17

Data Interpretation
Out of 100%, 82.2% respondents say that they will prefer hero bikes to others, 2.7%
respondents says that they will not suggest it to others and 15.1% respondents say somehow
they will suggest to others.

45
 Chapter-5
FINDINGS, SUGGESTION
&
CONCLUSION

46
 FINDINGS

 The main reason behind get done the service from authorised service station is
warranty, original parts, peace of mind and trust.
 We get to know that out of 10 every 4th person owns Hero MotoCorp Ltd. bikes

 The main reason behind preferring Hero MotoCorp products is there prices, fuel
efficiency and mileage.

 Most of respondents like the pre and post services of Hero MotoCorp Ltd.

 We get to know that other schemes of Hero is mostly liked by the consumers and
festival gift scheme of Hero capture a small share in market.
 We get to know that one forth of people in Bareilly like the design of Hero bikes and
few peoples are only attracted towards the price feature.
 Hero MotoCorp Ltd. Is the most recommended company by the respondents
 From the survey we get to know that out of 10 every 5th person rated good for the
after sale service of Hero and approx 1% of people rated as poor.

47
 SUGGESTIONS

 By survey we find that HeroMotoCorp Ltd. Should work on theirprices.

 According to me company should work on their SMS/ Mails/ Remindersfrom the

company, as reminders for two wheeler service?Company should increase the number

of reminder for their customers.

 Company should more focus on the spare parts section.

 The contribution for the social welfare must be increased.

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 CONCLUSION

By doing the project I came to the point that the sale of scooters in the market has been
increased if four 2 wheelers are sold in a day then 1 or 2 of them are scooters.
I also find that Hero MotoCorp Ltd. is more focusing on the sale of scoters.
Through this report I find that services provided by Hero MotoCorp Ltd. are appreciated by
public.
I also get to know that company has to do more work on their spare section.
This study also helps me to understand the customer relationship management of Hero
MotoCorp Ltd.
From this report I find that bikes of Hero MotoCorp Ltd. are liked by public because of their
new design.

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LIMITATIONS

50
 LIMITATIONS

This study has some limitation which I had to follow throughout the study, most of this
limitation related to the regions but these limitations were not hurdle in my study. So I would
like to describe this below:

 The sample area was restricted to Bareilly.

 The data is collected from a small of 70 to 80 individual.
 Personal bias and prejudices of the respondent could have affected the result
of the study.
 Time period in which the data is collected was very less.
 Convenient sampling technique has been used and hence the samples are not
the true representation of the universe.

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BIBLIOGRAPHY

52
 BIBLIOGRAPHY

 BOOK PREFERRED

 KOTHARI C.R. (2005) “RESEARCH METHODOLOGY” New age international

limited, fifth edition.

 WEBSITES

 www.heromotocorp.in
 http://www.businessinsider.in
 https://papers.ssrn.com

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APPENDICES

54
 QUESTIONNAIRE

Q1 Do you have a bike?

a. Yes b. No

Q2. The Two-wheeler you own belongs to which company?

a. Hero Moto Corp b. Bajaj Auto

c. TVS d. Honda

e. Yamaha f. Royal Enfield

g. Others

Q3. Which marketing scheme of the Hero attracts you the most?

a. Special offers b.Cash discounts

c. Festival gifts d. Other

Q4. Which feature of the Hero bike attracts you the most?

a. Designing b. Fuel efficiency

c. Price d. Low Maintenance

e. Mileage

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Q5.How do you rate the Pre sale service provided by Hero?

a. Excellent b. Good

c. Average d. Bad

e. Poor

Q6. How would you rate the after sale services of Hero Moto corp Ltd?

a. Excellent b. Good

c. Average d. Bad

e. Poor

Q7. How is the availability of spare parts of the Hero Moto corp Ltd?

a. Easily available b. hardly available

c. Not available

Q8. From where do you get your two wheeler serviced?

a. Company Authorised Service Station

b. Company Authorised Service Station

c. Both

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Q9. Do you get any SMS / Mails / Reminders from the company, as reminders for your two
wheeler service? If yes what was the frequency?

a. 1 b. 2 c. 3

d. 4 e. 5

Q10. After getting your two-wheeler serviced at company authorised service station, what is
your satisfaction level?

a. Excellent b. Good

c. Average d. Bad

e. Poor

Q11. How often do you get your two wheeler serviced?

a. One Month b. Two Month

c. Three Month d. Four Month

Q12. Why do / would you get your two wheeler serviced from Company Authorised Service
Station?

a. Warranty b. Guaranty

b. Original Parts d. Peace of Mind

c. Special Offer f. Trust

g. All The Above

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Q13. Which offer/schemes did you receive while getting your two-wheeler serviced from
Company Authorized Service Station?

a. Discount on spares b. Discount on labours

c. Free wash d. Extended warranty

Q14. Will you recommend the products and services of Hero corp Ltd to your friends?

a. Yes

b. No

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