A project report on customer satisfaction at basaveshwara motors

CUSTOMER SATISFACTION AT BASAVESHWARA MOTORS

CONTENTS

Executive summary

Introduction

Hero Honda auto limited

Martad motors & group of companies

Organization summary

Sales procedure

Market share of two wheelers

Profile of town

Town details

Investments

Customer Satisfaction (theory)

Methodology & research design

Data analysis & interpretation

Summary of findings, conclusions & Recommendations &

limitations of the study

Annexure

Bibliography

Babasabpatilfreepptmba.com - 1 -


Executive summary

I have conducted a study on “Customer Satisfaction”

by studying the overall administration.

During the course of my studies, I got detailed

information about Basaveshwara Motors; its organization &

administration. I have analyzed the sales & service procedure

of the company. I have collected the data by random

sampling method. I have placed conclusions with some

recommendations. Because of time constraint I have judged

the customer satisfaction with limited ratios & study of

problem in brief.

OVERVIEW OF TWO- WHEELERS MOTORS

History:



The Britannica Encyclopedia describes a motorcycle

or tricycle propelled by an internal- combustion engine (or

less often by an electric engine).

The motors as mini bikes, scooters, & mopeds or

motorized velocipedes, are usually air-cooled and range from

100 to 250 cc (1.5 to 15 cubic inches) in displacement, the

multiple-cylinder motorcycles have displacements of more

then 1300 cc.

The automobile was the reply to the 19 th century

dream of self-propelling the horse-drawn carriage. Similarly

the invention of the motorcycle created the self-propelled

bicycle. The first commercial design was a three wheeler

built by Edward Butler in Great Britain in 1884. This

employed a horizontal single-cylinder gasoline mounted

between two steer able front wheels and connected by a drive

chain to the rear wheel.

The 1900s saw the conversion of many bicycles, or

pedal cycle by adding small, centrally mounted spark ignition

engines. There was then felt the need for reliable



constructions. This led to road trail tests & competition

between manufacturers. Tourist trophy (TT) races were held

on the Isle of Man in 1907 as reliability or endurance races.

Such were the proving ground for many new ideas from two-

stroke-cycle designs to supercharge, multivalve engine

mounted on aerodynamic, carbon fiber reinforced bodywork

Origin of Motor - Scooters.

Edward Butler, an Englishman, built the 1st motor

tricycle in 1884. The 1st gasoline-engine motorcycle to



appear publicly was built by Gottlieb Daimler, of Bad

Cannstatt, Germany in1885. The French and Belgians,

followed by British, German, Italian, & American makers,

designed the 1st practical engines and motorcycles.

The popularity of the vehicle grew, especially after

1910. During World War I all branches of the armed forces

in Europe, principally for dispatching, used the motorcycle.

After the war it enjoyed a sport vague until the Great

Depression began in 1929. After World War II a revival of

interest in motorcycles lasted into the late 20th century, with

the vehicle being of high-speed touring & sport competitions.

The practice of attaching auxiliary engines to bicycles

in Western Europe & parts of US led to the development

during the 1950s of a new type of light motorcycle, the

moped. Originating in Germany as a 50 cc machine with

simple controls & low initial costs, it was largely, free of

licensing and insurance regulations except in Great Britain.

The more sophisticated motor scooter

originated in Italy soon World War II, led by

manufacture of a 125cc mode. Despite strong



competition from West Germany, France,

Austrian, & Britain, the Italian scooters

maintained the lead in the diminishing market. The

scooter has small wheels from 20 to 36 cm (8 to 14

inches) in diameter, and the rider sits inside the

frame. Power units are placed low & close to the

rear wheel, which does level gearing or chain drive.

Capacities vary from 100 to 250 cc & four- speed

gearing is common.

INTRODUCTION TO HERO HONDA AUTO LTD

The HERO HONDA Group came into existence

during the turmoil & the euphoria of India’s freedom



struggle. Jamnalal j, founder of the HERO HONDA group,

was a confidant & disciple of Mahatma Gandhi, & was

deeply involved in the effort for freedom. The integrity

dedication resourcefulness & the determination and to

succeed which are the characteristics of the company today,

are often tracked back to its births during those long days of

relentless devotion to a common cause.

Kamalnayan, the eldest son of Jamnalalj, succeeded

his father in 1942, at the age of twenty-seven. Putting the

nation before business, he devoted himself to the latter only

after India achieved Independence in 1947, but when he did

so, put his heart and soul into it. Within a short while, he not

only consolidated the Group, but also diversified into various

manufacturing activities, elevating the Group to the status it

enjoys till this day.

Rahul today heads the Group. He has been the Chief

Executive Officer of Hero Honda since 1968 and is

recognized as one of the most outstanding business leaders in

India. As dynamic and ambitious as his illustrious

predecessors, he has been recognized for his achievements at

various national and international forums.

Hero Honda is currently India’s largest two and three-

wheeler manufacturer and one of the biggest in the world.



Hero Honda has long left behind its annual turnover of Rs.72

million (1968), to currently register an impressive figure of

Rs.42.16 billion (US$ 936 million).

Board of Directors

Rahul Sharma Chairman



Madhur Guptha Vice Chairman & Whole –

Time Director

Rajiv jain Managing Director

Sanjiv K Executive Director

Kantikumar.R.Podar Director

Shekar Khanna Director

D.J. Balaji Rao Director

D.S.Mehta Whole – Time Director

J.N.Godrej Director

S.H.Khan Director

Mrs. Suman Kirloskar Director

Naresh Chandra Director

Nanoo Pamnani Director

Rarun Das Director

Manish Kejriwal Director

Committee of the Board

Audit Committee

S.H.Khan Chairman



J.N.Godrej

Nanoo Pamnani

D.J. Balaji Rao

Naresh Chandra

Shareholders & Investors Grievance Committee

D.J. Balaji Rao Chairman

J.N.Godrej

Naresh Chandra

Remuneration Committee

D.J. Balaji Rao Chairman

S.H.Khan

Naresh Chandra

Registered under the Indian Companies Act, VII of 1913

REGISTERED OFFICE Akurdi, Pune 411 035

WORKS Akurdi, Pune 411 035

Hero honda Nagar, Waluj Aurangabad

Chakan Industrial Area,

Chakan, Pune.

INTERNATIONAL MARKETING

Based on our on brand of globalization, we have built

our distribution network over sixty countries worldwide and



multiplied our exports from 1% of total turnover in Fiscal

1989-90 to over 5% in Fiscal 1996-97.

The countries where our products have a large market are

USA, Argentina, Colombia, Peru, Bangladesh, Sri Lanka,

Italy, and Sweden, in Urguay with 30% of the motorcycle

market and in Bangladesh with 95% of the three- wheeler

market.

Several new models are being developed specially for

global markets and with these we will progressively

endeavour to establish our presence in Europe too.

In countries where we perceive a good market potential, we

seek a tie up with one of the major industrial establishment,

which would be in a position to invest in the project and

which would also entire manufacturing activities apart from

marketing, distribution after sales services through well-

established nation-wide network.

We offer a full range of services to such business partners.

Training in sales, service and spare parts management based

on the Hero Honda Distribution system. Active in setting up

manufacturing facilities overseas including of technical know

how.

Assistance in setting up an assembly plant for assembly of

vehicles from completed knocked down (CKD) how.



Select machinery and equipment, training of technical

personal, all in a phased manner as required by the regulation

in the recipient country.

ACCOMPLISHMENT:

Hero honda Auto continued to be India’s largest exporters of

two. During 2004-05 it exported 1, 96,710 two & three

wheelers which represented a growth of 26% over 2003-04.

Export now consists 11% in volumes terms & 12% of its

value of net sales.

R & D OBJECTIVES AND SET-UP

The objective of Hero honda Auto’s R&D is to

contribute towards making life a better experience for society



as a whole. At Hero honda auto, we intend to achieve this

objective by giving priority to environmental concerns,

which include minimizing toxic emissions and optimizing the

use of natural resources while also keeping in mind the exact

requirements of the customers in a fast changing world

racing towards modernization.

We intend to use R&D not only to develop products better

and faster, but also to evolve technologies that are eco-

friendly, more fuel efficient and cost effective.

Our strength in R&D comprises 500 dedicated professionals

who work as team members on a platform concept. These

platforms comprise of engineers skilled in product

engineering, manufacturing engineering, component

development, project management and quality assurance. The

primary objective of these platform is to develop newer,

better, more efficient and less polluting vehicles for both

Indian and International market.

Hero honda foreign technology partners, like Kawasaki,

Kubota and Tokyo R&D, collaborate closely with the

platform teams, with transfer of latest technology and R&D

assistance. Our designs are also subjected to an exacting a

critical assessment from our technology partners.



INTRODUCTION TO BASAVESHWARA

MOTORS

(AUTO SERVICE CENTER) ILKAL.

BASAVESHWARA MOTORS is an authorized

Service dealer of HERO HONDA COMPANY LTD for the

marketing of spares, services, repairs of Hero honda vehicles.

Basaveshwara motors commenced operation from 4th

April 2009 at Ilkal with a goal to sell Hero honda vehicles

and Hero honda Genuine parts and to provide the top quality

after sale service to their customers.

Basaveshwara motors at Ilkal have a 2240 Sq.m land

opposite to J B HOSPITAL in Joshi Galli with spares

department and state of the art workshop.

ORGANIZTION CHART


PROPRIETOR

MANAGERSUPERVSORSR.MECHANICSKILLED

LABOURSHELPER

CLERK/COMPUTER OPERATOR

STORE KEEPER


STRENGTH

SALES MANGER ONE

SERVICE ENGINEER ONE

SPARES INCHARGE ONE

SENIOR MECHANIC THREE

SPARES ASSISTANT ONE

SKILLED LABOURS TWO

HELPER THREE

WASHER TWO

TOTAL FOURTEEN

DEALERSHIP & OPENING OF THE

SERVICE STATION



BASAVESHWARA MOTORS have got the

dealership for a “HERO HONDA AUTHORISED SERVICE

STATION” on 30th JAN 2009 through the Hero honda Auto

Ltd., and started Service Station in the presence of Mr. B.M.

Kulkarni and Mr. Umesh Chandratre.

Some of the memorable moments of the opening ceremony

of service station are below,

SALE PROCEDURES

1) Showroom & field sales



Showroom field executive attends inquiry of

customers entering in to the showroom & field executive

visit the customers & handle inquiry & supplying the

required & demanded information to them.

If required they give demonstration of vehicles &

distribute vehicles catalogue sent by Hero honda Company

limited. They then follow the

procurement of order & where as the field sales executive co-

ordinates between the customer and the company.

Then they meet the owner of vehicles including

their customers & explain them about spares availability &

service facility in the company & convince them bring their

vehicle to the workshop for service/repair.

2) Issue of Pro-forma invoice:

Customers are given pro-form invoice if needed by

sales executive with explanation about different models,

colours places & booking procedures, delivery procedures

& time.

3) Booking of Vehicles:

At the time of booking customers comes with the

payment order booking form will be filled up by the sales



executive with the customer details, giving a vehicle

allotment number, payment and vehicle details taking

customers signature on it one copy of the same & the copy

of payments acknowledgement receipt will be given to the

customer. Their other copies, along with the letter from

bank /financial & customers proof address will be kept in

the customer’s file.

4) Procurement of vehicles:

Funds will be remitted to Hero honda Company as and

when required. The vehicles will be lifted against L.C. after

receiving vehicles from Hero honda Company; all the details

will be entered in to vehicles receipt registered & also fed

into the computer. All new vehicles undergo pre-delivery

inspection before delivery to customers.

5) Allotting of vehicles & sending intimation to

customers:

Vehicle will be allotted to the customers & then

intimation letter is sent to them, which would contain vehicle

delivery date, expected documents & balance payment to be

paid.

5) Delivery of vehicles:



Invoice, sale letter & gate pass will be prepared &

customers signature is taken on the sale letter at the time of

delivery.

Required help will be provided in case of registration

of the vehicle & also in case of insurance, as special services

provided to the customers.

Lastly, new vehicle delivery note is filled &

customers signature is taken on it, when the customers takes

actual delivery of the vehicle.

6) Post-delivery follow-up:

Tele-marketing executive will call up local

customers to check for the responses are recorded accordingly.

Any complaints received will be referred immediately to the

concerned department head.

Service Procedure



Service activities start with the entry of customer into

the front office workshop Department. The customers have to

handle their queries with concerned workshop staff with

opening of job card & the vehicle is booked for service

depending upon the workload.

The vehicles will be then thoroughly inspected

properly in front of the customers & then the requirements

will be explained to the customers with fault severity. Then

the job cards are opened & the repairs/service demanded by

the customers is entered. The estimated cost & the estimated

delivery time shall be clearly explained to the customers.

If in case there is a detection of any fault in the

vehicle, that needs repairs, then the same will be done at

extra cost & extra delivery time, by intimating priory to the

customer vesbally or through mail.

BASAVESHWARA MOTORS

SERVICE



In the beginning very few numbers of services per day,

but slowly with hi-tech services are increased highly.

Below is the chart, which shows you the service in

station per month.



INFRASTRUCTURE, HIRARCHEY OF

THE SERVICE STATION…

As ILKAL is a growing town, also built a service

station to meet all the needs of BASAVESHWARA

MOTORS customers. BASAVESHWARA MOTORS

service station is located in the heart of the town near by the

NH 13 opposite to the J B HOSPITAL campus.

Basaveshwara motors have built up service station in

a total area of 5000 sq ft. & in that the built up area is 2500

sq ft.

PROFILE OF ILKAL TOWN



About 30 years ago ILKAL known for the handloom

silk sarees where every house had handloom industry. This

saree is a prime requirement in all marriage in northern part

of Karnataka and some parts of Maharastra. By the time the

whole world was fascinated by lustrous and unmatched look

of Balakundi pink granite. Initially only few companies who

are pioneer in granites have started exploration & export of

granites. Slowly people got awareness about granite

quarrying export market and high profit margin have entered

into granite quarrying. Now there are about 150 quarries

situated around ILKAL town & contributing more then 30%

share of total granite export of INDIA. Hence ILKAL is

well-progressed town since its name is well known in the

international market.

Besides there are about 30 to 40 granite tile cutting

and polishing factories at outskirts of ILKAL & nearby

villages. As all the quarries are situated at interior places.

Four wheelers cannot go to operating areas hence two

wheelers have become inevitable of all quarry owners.

Besides all these the population of the town is more

then 85000 & it is the major growing town in Hungund taluk



Due to above all, life standards of people is above average

& hence has a better purchase capacity. And ILKAL is

attached to about 15 major villages and thereby floating

population is highly appreciable. Hence ILKAL is the

proposed town of taluk therefore there is a strong feeling

with public that there is a huge scope for sales promotion of

Hero honda vehicles and hence good opportunity for after

sales service and sales.

At present there are two dealers of

motor vehicle at ILKAL, one is BAJAJ sales and service

showroom and another one is TVS SUZUKI sub dealer.

Therefore it is an opportunity for us to

people in a better way through HERO HONDA (i.e. DESH

KI DHADKAN).

TOWN DETAILS



1. Population of Town : 100,000 (Approx)

2. Status of Town : Major town in Hunagund

Taluk

3. No. of two wheelers in town & : 18,000 (Approx)

surrounding areas

4. Other two-wheeler dealers in Ilkal : Bijjal Dealer

TVS Suzuki Dealer (sub)

5. Nearby places : Alamatti, Aminagad,

Balakundi, Dotihal,

Kushtagi, Gajendraged,

Hanamasagar,

Nandawadagi, Mudgal,

Lingasugur, Hunnagund,

Gudur.

6. Floating population : 15,000 (Approx)

7.General occupation : Granite Quarrying,

Granite tiles factory,

Handloom industries,

Power looms, Agriculture,

Government officials

working in Ilkal..

MARKET SHARE OF TWO-WHEELERS

HONDA HERO TVS YAMAHA OTHERS TOTAL



HONDA

2880 2880 720 360 360 7200

Market share has been increased to 5% within a period of 8 months.

HONDA HERO

HONDA

TVS YAMAHA OTHERS TOTAL

4500 4500 500 300 200 10000

Customer Satisfaction



Defining customer value & satisfaction. Over 38 years

ago, Peter Dhuker observed that a company’s first task is “To

create customers” However, customers face a vast array of

products and brand choices, price & suppliers. How do they

make their choices?

We believe that our customers estimate which offer

will deliver the most value. Customer are value maximizes

within the bounds rich costs & limited knowledge, whether

or not the offer lives up to value expectation affects both

satisfaction and repurchase probability.

Customer Perceived Value:

Our premise is that customer will buy from the firm

that they see as offering the highest perceived value.

Customer perceived value (CPV) is the difference between

the prospective customers evaluation of all the benefits and

all the costs of an offering & the perceived alternatives. Total

customer value is the perceived monetary value of the bundle

of economic, functional & psychological benefits customers

expect from a given market offering.



Total customers cost is the bundle of costs customers

expect to incur in evaluating, obtaining, using & disposing of

the given market offering.

Total Customer Satisfaction:

Whether the buyer is satisfied after the purchase

depends on the offer’s performance in relation to the buyer’s

expectations. In, general satisfaction is a person’s feeling of

pleasure or disappointment resulting from compiling a

product’s perceived performance (or outcome) in relation to

his or her expectations. If the performance falls short of

expectations, performance matches the expectations, the

customer is satisfied. If the performance exceeds

expectations, the customer is highly satisfied or delighted

The link between customer satisfaction and customer

loyalty is not proportional. Suppose customer satisfaction is

rated on a scale from one to five. At a very low level of

customer satisfaction (level one), customers are likely to

abandon the company and even bad mouth it. At levels two

to four, customers are fairly satisfied but still find it easy to

switch when a better offer comes along. At level five, the

customer is very likely to repurchase & even spread good



word or delight creators an emotional bond with the brand or

company not just a rational preference.

Measuring satisfaction although the customer centered

firm seek to create high customer satisfaction, that is not its

main goal. If the company increases customer satisfaction by

lowering its price or increasing its service, the result may be

lower profits.

The company may be able to increase its profitability

by means other than increased satisfaction (for example, by

improving manufacturing processes or investing more in

R&D) Also, the company has many stake holders including

employers, dealers, suppliers, & stock holder. Spending more

to increase customer satisfaction might divert funds from

increasing the satisfaction of their “Partners”. Ultimately, the

company must operate on the philosophy that it is trying to

deliver a high level of customer satisfaction subject to

delivering acceptable levels of satisfaction to the other

stakeholders, given its total resources.



Attracting customers:

Today customers are becoming harder to please. They

are smarter, more price conscious, more demanding, less

forgiving, & they are approached by many more competitors

with equal or better offers. The challenge, according to Jeffery

Gitomer is not to produce statistical customers; several

competitors can do this. The challenge is to produce delighted

& loyal customers.

Companies seeking to expand their profits & sales

have to spend considerable time and resources searching for

new customer. To generate leads, the company develops ads &

places them in media that will reach new prospects, it sends

direct mail & makes phone calls to possible new prospects; its

sales people participate in made shows where they might find

new leads; & so on. All this activity produces a list of

suspects.

To motivate its employees to serve the customers

well, it displays the following poster prominently around its

office.



Who is a customer?

A customer is the most important person ever in this

office……. In personal by mail.

A customer is not dependent on us…….. We are dependent on

him

A customer is not an interruption at our work ……. He is the

purpose of it.

We are not doing a favor by serving him …….. he is doing a

favor by giving us the opportunity to do so.

A customer is not someone to argue. Or match wins with.

Nobody ever won an argument with the customer.

A customer is a person who brings us his wants. It is our job to

handle them profitably & to ourselves.

Forming strong customer bonds: The Basics

Companies that want to form strong customer bonds

need to attend to the following basics.

Get cross-departmental participation in planning and

managing the customer satisfaction and retention process.

Integrate the voice of the customers in all business

decisions.

Create superior products, services, and experiences for

the target market.



Organize & make accessible a database of information

on individual customer needs, preferences, contacts, purchase

frequency & satisfaction.

Make it easy for customer to reach appropriate

company personnel and express their needs perceptions and

complaints.

Tools for tracking & measuring customer satisfaction:

-Complaint & suggestion systems:

A customer-centered organization makes it easy for

customer to register suggestion and complaints. Some

customer-centered companies- P&G, General Electric, and

Whirlpool- establish hotlines with toll free numbers.

Companies are also using web & E-mail for quick, two- way

communication.

-Customer satisfaction surveys:

Studies show that although customers are dissatisfied

with one out of every four purchases, less than 5% will

complain, most customers will buy test or switch suppliers.

Responsive companies measure customer satisfaction directly

by conducting periodic surveys while collecting C.S data, it is

also useful to ask additional questions to measure repurchase



intention & to measure the likelihood or willingness to

recommend the company and brand to others.

Host shopping:

Companies can hire people to pose as potential buyers

to report on strong & weak points experienced in buying the

company’s & competitor products. These shoppers can even

test how the companies’ sales person handles various

situations. Managers themselves should leave their offices

from time to time, entire company and competitors sales

situations where they are unknown, & experience first hand

treatment they receive. A variant of this is for managers to

phone their own company with questions & complaints to see

company with questions & complaints to see how the calls are

handled.

Lost customer analysis:

Companies should contact customers who have

switched to another supplier to learn why this happened. Not

only this, it is also important to conduct exit interviews when

customers first stop buying, it is also necessary to monitor the

customer lost rate.



DETERMINANTS OF CUSTOMER DELIVERED VALUE

METHODOLOGY

A) TOOLS

OF DATA

COLLECTION:


Customer delivered value

Total customer value Total customer cost

Monetary costProduct value

Service value Time cost

Personnel value Energy cost

Image value Psychic cost


The data collected for the purpose of analysis include

both primary and secondary data.

Primary data

The primary data has been collected at first hand

through direct personnel interviews, using unstructured

questionnaires. The information is collected from sampling that

allows concentrating upon relatively small number of people &

hence devoting more energy to ensure that the information

collected is accurate one.

Secondary data

The manuals, periodicals of the company, financial

statements published in the annual report of the company & some

text books constituted the source of secondary data.

B) Tools for data analysis

Sampling:

* Population

It includes all the customer of Basaveshwara motors,

Ilkal sample frame. Customers of Basaveshwara motors residing in

Ilkal & Hungund.

*Sample size:

50 customers of Basaveshwara motors.

*Businessmen – 25 , *Professions – 15, *Students – 10, Total – 50

DATA ANALYSIS



1) Which Hero honda vehicle do you own?

Model Customer respondent Percentage (%)

a) CD DELUX 16 24

b) SPLENDOR 14 16

c) GLAMOR 8 32

d) CBZ Xtreme 3 12

e) Others 9 16

Total 50 100

2) Who influenced during the purchase of vehicles?



Attributes Respondents Percentage (%)

a) Own 13 52

b) Family members 23 12

c) Friends 5 20

d) Dealers 5 0

e) Advertisement 4 16

Total 50 100

From the above chart 52% of the customers have taken their own decision, 20%

of the customers have influenced by friends & 16% of the customers have

influenced by advertisements & 12% of the customers have influenced by family

members, surprisingly dealers or sales persons influence no customers.



3) What do you look during the purchase of vehicle?

Factors Respondents Percentage

a) Style 18 32

b) Mileage 14 56

c) Price 5 0

d) Powerful engine 5 4

e) Brand name & service 13 20

f) Total 50 100

56% of the customers prefer mileage, 32% of the customers prefer style

of the vehicle, 20% of customers prefer brand name & service provided by the

company, 4% of the customers prefer powerful engine during purchase of

vehicles.



5) Rate of Hero honda auto services:


a) Excellent 24 16

b) Good 11 44

c) Ok 8 32

d) Poor 7 8

Total 50 100

Above chart shows that 44% of customers have rated good, 32% of

customers have rated ok, 16% of the customers have rated excellent & 8% of the

customers said poor.



6) What do you think about Hero honda advertisements?


Enthusiastic 15 20

Good 25 60

Poor 8 4

Neutral 2 16

Total 50 100

From above chart 60% of customers said good, 20% of the

customers said enthusiastic 16% of customers told neutral & 4% of the customers

said poor. Overall the effect of Hero honda advertisements is good.



6) Rate your purchasing experience with Basaveshwara motors.

Rating Respondents Percentage (%)Excellent 23 12Good 15 60Fair 6 24Poor 6 4Total 50 100

60% of the customers said good, 24% of customers said fair, 12% of customers said excellent & 4% of customers Said poor.



7) Problems faced while purchasing of new vehicle.

Problems Customers Percentage (%)

Non availability of models

10 4

Non availability of finance

15 4

Lack of timely delivery 8 0

No problem 22 92

Total 50 100

It’s surprising that 92% of customers not have any problems while purchasing of new vehicles, only 4% of customers faced non-availability of models & non-availability of finance.



8) Recommend factors to purchase of Hero honda vehicles.

Factors Customers Percentage (%)

Definitely recommend 22 88

Probably recommend 15 0

Definitely not recommend

13 12

Total 50 100

From the above chart we can say 88% of customers recommend definitely & 12% of customers will not recommend definitely.



9) Rate the Basaveshwara motors sales procedure.

Attributes Customers Percentage (%)

Excellent 17 28

Good 20 32

Ok 10 40

Poor 3 0

Total 50 100

The above chart conclude that 40% of customers rated as ok, 32% of customers rated as good, 28% of customers said excellent.



FINDINGS

From survey around 32% customers have purchased Hero honda splendor, 24% of the customers purchased CD-DLX because of its new model& mileage & remaining customer purchase other vehicles of Hero honda.

Around 52% of customers have taken their own decision during the purchase of vehicle. The family influenced is 12% & 20% of the customers influenced by friends & dealers influenced only 16% of people influenced by advertisements & not a single percent of customers.

44% of customers said service provided by Hero honda motors is good, 32% of them said ok, 16% of customers said excellent & remaining 8% of customers said poor.

The Hero honda advertisements are very attractive 60% of customers said good 20% of the customer said enthusiastic, 16% of people said neutral & remaining 4% of customers said poor.

Around 60% of customers are highly satisfied & 24% of customers said it is ok & 4% of customers said it is poor.

Around 88% of customers are definitely recommend to others to purchase Hero honda vehicles & 12% of customers will not recommend to others to purchase.



Sales procedure of Hero honda motors is good.



OBJECTIVES

1 Our one of the important objective is to introduce mobile service to the urban areas ,

2 Our second objective is to provide the Hero Honda bike which preferred by the customer according to there model, color , etc.

3 Customer satisfaction is our main motive

4 Attracting more number of customes through media,advertisement, news papers etc

5 To find different areas that can measure customer satisfaction

6 to find all the possible areas where customer can be increased.





Conclusions

From the overall study it can be concluded that company is working efficiently & effectively in sales & service procedure, but not yet customers are satisfied fully. From the study it is revealed that salespersons influence is more important in present days hence it is better to improve the performances of the sales persons. Customers prefer still more personal attention during purchase & after purchase & lastly customers expect good & efficient services.



RECOMMENDATIONS

On the basis of findings & analysis of data collected in regard to satisfaction level of customers of Basaveshwara motors.

Sales procedure is yet to be improved to the level of 100% excellent.

Sales persons need better training to influence the customers during the purchase.

Still more personal care is needed to be taken of customers during purchase & also after purchase.

Provide better post-services to customers.

Provide accessories & any materials if possible at the time of purchasing the vehicle.

Customers expect delivery at promised period of time & spare parts are maintained in stock.

There should be proper advertising of an introducing or issue the new scheme of the company.



Limitations

The study is confined to ILKAL only. Any changes

in this portray an exact result to other places &

customers differ from one place to another place.

Some respondents might have biased during the

survey.

The main limitation is short period of time i.e. 30

days.

Non-availability of customer during the fieldwork.

Customer refuses to answer the questions.



Bibliography

Marketing management – 11th edition – Philip kotler.

Marketing research – D.D.Sharma

WWW.Hero hondaauto.Com (Internet downloads)

Annual report of the organization

Handbook of the project.



QUESTIONNARIES

Name:Address:Occupation:Annual income:Phone number:

1) Which Hero honda vehicle do you own?a) CD Deluxb) Splendorc) Glamord) CBZ Xtremee) Karzima

2) Who influenced you to purchase the vehicle?a) Ownb) Family membersc) Friendsd) Dealerse) Advertisements

3) What do you look for during the purchase of

vehicle?a) Style b) Mileagec) Priced) Powerful enginee) Brand name & service



4) How would you rate your purchase experience for the recently purchased Hero honda vehicle

a) Excellentb) Goodc) Faird) Poor

5) Rate the Basaveshwara motors sales procedure.a) Excellentb) Goodc) Okd) Poor

6) Please rate the sales person who sold you new vehicle on the following attributes

Attributes poor Fair Good Best

e) Sales persons appearancef) Courtesy & friendlinessg) Overall honestyh) Knowledge of competitive

Vehiclesi) Knowledge of model & features

6) Rate the following attributes regarding your purchase vehicle.

Attributes Excellent Good Fair Poor

a) Price b) Maintenance c) Mileaged) Stylee) Service



7) Would you recommend any friend / relative to

purchase vehicle at Basaveshwara motors Hero honda

8) What do you think about Hero honda advertisement?

a) Poor b) Enthusiasticc) Goodd) Neutral

9) Please mark which of the following problem faced by during purchase?

a) Non-availability of models for selection.b) Timely deliveryc) Dealers tried to sell me a vehicle I didn’t wantd) Non availability of financee) No problem


YES NO


10) Any other details or suggestions regarding sales & service at Basaveshwara motors Hero honda (opinion about Basaveshwara motors Hero honda motors)

Signature K.P.HARIHAR

THANKING YOU


