customer satisfaction on yamaha

8/12/2019 customer satisfaction on yamaha

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CHAPTER - 1

INTRODUCTION

1.1 INTRODUCTION

MEANING

Customer satisfaction means taking complete care of customer by giving them

complete knowledge about the product and about all the feature of that particular product

Customer satisfaction is the end result of your interaction with the customer.

By giving the best customer service and making sure that the customer was given the best

resolution at the end of the call, then we can say that the customer is satisfied even if it's

not verbally said.

According to me customers are those who pay (salary). atisfaction is the key to

hold the customer for future business. Complete knowledge must be given! each and

every "uery must be clarified by the seller. #f a customer remembers you for future

business then we can say that customer is satisfied.

DEFINITION

According to $arold % %dmondson &Customer satisfaction is defined as the

number of customers, or percentage of total customers, whose reported eperience with a

firm, its products, or its services (ratings) eceeds specified satisfaction goals..

Customer satisfaction is defined by whether the customer chooses to do business

with you or your company in the future. *any factors play a role in customer


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satisfaction, including customer service, product "uality and the ease of doing business.

Companies must consider customer satisfaction as an important role in the lifetime value

of a customer.

Customer satisfaction, a term fre"uently used in marketing, is a measure of how

products and services supplied by a company meet or surpass customer epectation. #n a

survey of nearly + senior marketing managers, - percent responded that they found a

customer satisfaction metric very useful in managing and monitoring their businesses.

#t is seen as a key performance indicator within business and is often part of a Balanced

corecard. #n a competitive marketplace where businesses compete for customers,

customer satisfaction is seen as a key differentiator and increasingly has become a key

element of business strategy.

SEVEN STEPS:

%ncourage face/to/face dealings.

0espond to messages promptly and keep yours clients informed.

Be friendly and approachable.

$ave a clearly/1efined customer service policy.

Attention to details.

Anticipate your client2s needs and go out of your way to help them out.

$onor your promise

MEANING OF CUSTOMER SERVICE
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erving your customer with a smile on your face, even when things don2t go right.

DEFINITION OF CUSTOMER

A person, company or other entity which buys goods and services produced

by another person, company or other entity.

3ne who regularly or repeatedly makes purchases of a trader, a purchase a

buyer.

DEFINITION OF CUSTOMER SERVICE

According to 4ack peer &%cellent customer service is the process by which your

organi5ation delivers its services or products is way that allows the customer to access

them in the most efficient, fair, cost effective and humanly satisfying and pleasurable

manner possible.

Customer service is a common term we are familiar with which means one who

aids or provides helps to the purchase of goods and service.

Customer satisfaction

SIX COMPETITIVE ADVANTAGES TROUG CUSTOMER SATISFACTION:

6ew product innovation

3ne stops shopping


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7ord or month

8oyalty in crises

$igher price

0epeat buying

Corporate performance

9rowth

:rofit


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ADVANTAGE

Customer comments, suggestions and response about a company2s products,

business practices and customer service orientation are one of the biggest advantages of

customer feedback surveys. Critical input and answer can help a company to develop

better customer relation programs.

DISADVANTAGE

Customer feedback surveys and "uestionnaires can sometimes be too scientific

and methodical to capture to humane instincts and traits of consumer. 0igorous analysis

and interpret ion of feedback and answers provided by customers might not provide the

right kind insights that business not to better serve customer.

IMPORTANCE

ince sales are the most important goal of any commercial enterprise. #t become

necessary to satisfy customer for customer satisfaction it is necessary to establish and

maintain certain important characteristics like;


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atisfaction is the feeling of pleasure or disappointment attained from comparing

a product perceived performance (outcome) in relation to his or her epectations. >he

customer is dissatisfied. #f the performance matches the epectation, the customer

satisfied. #f the performance eceeds epectations the customer is highly satisfied.

!ENEFITS

1.2 OBJECTIVE OF RESEARCH

>o tudy about ?amaha *otors.

>o tudy the Customer :reference towards ?amaha 0@.

>o %valuate the atisfactory level of Customers towards ?amaha *otors with

special reference to ?amaha 0@.

>o tudy about the factors influencing the selection of 0@ bikes.

1.3 SCOPE OF THE STUDY

>he 0esearch was carried out to find the factors which influence Customer

atisfaction level to a maimum level.


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>he study proects that Customer atisfaction level change with the change in

various factors like evaluating and change during the delivery of vehicles and

after sale evaluation.

>he study mainly on ?amaha 0@ bike with the comparison brought out which

shows the range of 0@.


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CHAPTER - 2

LITERATURE REVIEW

Customer satisfaction is defined as a result of a cognitive and affective evaluation, where

some comparison standard is compared to the actual perceived performance. #f the

perceived performance is less than epected, customers will be dissatisfied. 3n the other

hand, if the perceived performance eceeds epectations, customer will be satisfied.

Customer satisfaction is a critical issue in the success of any business system traditional

or online. #n a turbulent commerce environment, in order to sustain the growth and

market share, companies need to understand how to satisfy customers, since customer

satisfaction is critical for establishing long term client relationships (:aterson et al.,

-). >o understand satisfaction, we need to have a clear understanding of what is meant

by customer satisfaction.

otler (+) defined satisfaction as a person2s feeling of pleasure or disappointment

resulting from comparing a products2 perceived performance (or outcome) in relation to

his or her epectations. 7hen customers become satisfied about the value that is offered

and sometimes his or her epectation is met and eceeded, can generate many benefits

for a firm. :ositive word of mouth from eisting and satisfied customers sometimes can

translate into more new customers to the firm. Also, satisfied current customers often buy

more products more fre"uently and are less likely to defect to competitors than are

dissatisfied customers. =irms that have high degree of customer satisfaction, also seem to

have the capacity to shield off competition particularly price competition.

According to 1rucker (@D), the principle purpose of a business is to create satisfied

customers. #ncreasing customer satisfaction has been found to lead to higher future

profitability (Anderson, =ornell, and 8ehmann D), lower costs related to defective

goods and services (Anderson, =ornell, and 0ust -), increased buyer willingness to

pay price premiums, provide referrals, and use more of the product (0eichheld E!


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Anderson and *ittal +), and higher levels of customer retention and loyalty (=ornell

+! Anderson and ullivan F! Bolton G). #ncreasing loyalty, in turn, has been

found to lead to increases in future revenue (=ornell +! Anderson, =ornell, and

8ehmann D) and reductions in the cost of future transactions (0eichheld E!

rivastava, hervani, and =ahey G). All of this empirical evidence suggests that

customer satisfaction is valuable from both a customer goodwill perspective and an

organi5ation2s financial perspective.

According to otler (+) it is important to measure customer satisfaction regularly

through survey to determine customers2 level of satisfaction. $e said this is because firms

may think that they are getting a sense of customer satisfaction through customer

complaints. $owever, in reality, @ percent of dissatisfied customers do not make any

complaint and they ust leave. As a result it is important for firms to make it easy for the

customer to complain. About @D to - percent dissatisfied customers who usually

complain, will continue to do business again with the organi5ation if their complaints are

taken care of and resolved.


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T"O#"EE$ER MAR%ET SI&E AND GRO"T

#n terms of volume D,EF,DFE units of two/wheelers were sold in the country in

*=?+ with +,@E,-E@ units eported. >he total two/wheeler sales of an #ndian

industry accounted for around --.@H of the total vehicles sold in the period mentioned.

>he increase in sales volume of this industry is proof of its high growth. #n -,

sales were around . million units per annum. But by G, this figure had risen to F

million units per annum. imilarly, capacities of production have also increased from

about .+ million units of annual capacity in the seventies to more than D million units in

the last nineties.

DEMAND DRIVERS

>he 1emand for two/wheelers has been influenced by a number of tractors over

the past five years. >he 1emand 1rivers for the growth of two/wheeler industry are as

follows;

#nade"uate public transportation system, especially in the semi/urban and rural

areas.

#ncreased availability of cheap consumer financing in past F/D years.

#ncreasing availability of fuel/efficient and low/maintenance models.


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#ncreasing urbani5ation which creates a need for personal transportation.

Changes in 1emographic profile.

1ifference between two/wheelers and passenger car prices, which makes two/

wheelers the entry/level vehicles.

teady increase in per capita income over the past five years.

#ncreasing number of models with different features to satisfy consumer needs.

TOP TEN P$A'ERS IN INDIAN AUTO MO!I$E SECTORS

*aruti u5uki #ndia

$ero *otors 8imited

>ata 9roup

Baa Auto 8imited

*ahindra 9roup

Ashok 8eyland

?amaha *otor #ndia

$yundai *otors #ndia 8imited

>oyota irloskar *otor :rivate 8imited

$onda *otor #ndia :rivate 8td.


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CAPTER # (

RESEARC METODO$OG'

MEANING OF RESEARC

0esearch is composed of two syllables, a prefi re and a verb search.

0e means again, anew, over again.

earch means to eamine closely and carefully, to test and try, to probe.

>he two words form a noun to describe a careful and systematic study in some

field of knowledge, undertaken to establish facts or principles.

0esearch is an organi5ed and systematic way of finding answers to "uestions.

RESEARC DEFINITION

0esearch is a process of steps used to collect and analy5e information to

increase our understanding of a topic or issue. #t consists of three steps; :ose a "uestion,

collect data to answer the "uestion, and present an answer to the "uestion.

RESEARC PROCESS

Choosing the research problem

0eview of related literature


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Collection of data

#nterpretation of data

:reparing the research report

METODS OF RESEARC

istorica) met*o+; to reconstruct the past obectively and accurately, often in

relation to the tenability of a hypothesis.

Descri,ti-e met*o+; to describe systematically a situation or area of interest

factually and accurately.

De-e)o,menta) met*o+:to investigate patterns and se"uences of growth andIor

change as a function of time.

RESEARC METODO$OG'

:rocedures used in making systematic observations or otherwise obtaining data,

evidence, or information as part of a research proect or study (6ote; 1o not confuse with

0esearch 1esign, which refers to the planning and organi5ation of such procedures).

3bective and the purpose of the study

>o understand the customer satisfaction level of yamaha 0@

=eatures and the benefits of the >wo/7heeler considered as important

factor of customer satisfaction.

>o know people perception towards 0@available.


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SIGNIFICANCE OF TE STUD'

Varia.)es un+er stu+/

1ependent variable ; customer satisfaction.

#ndependent variable ; price, after sales services.

DEFINITION OF RESEARC DESIGN

A re se ar ch de si gn is th e determination and statement of the general

research approach or strategy adoptedIor the particular proect. #t is the heart of planning.

#f the design adheres to the research obective, it will ensure that the client's needs will be

served.

DESIGN

T/,es of Researc* Desi0n %ploratory 0esearch 1esign

Source of Data / :rimary data ; urvey method

/ econdary data ; #nternet, *aga5ines, 6ews papers

Researc* E1ui,ment echni"ue J 0andom Convenience

sampling method

Sam,)e Si2e @ amples with + 1ealer services

Area of Researc* $osur and 1harmapuri

DESCRIPTIVE RESEARC


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>his method is undertaken when the researcher is interested in knowing about the

characteristics of certain groups such as age, se, educational level, income, the

relationship between two or more variable.

>his method was the most suitable in my research work

DATA CO$$ECTION

>here may be different types of information and data, some of the information

may be unpublished, some is complete and some is incomplete, some is reliable data and

some is based, it is necessary for researcher to know the information which is usually

employed in marketing research work and the types of sources from which it is generally

collected. >he research problem decides the nature of the sources of data. >hey may be ,

:rimary data

econdary data

METODS OF DATA CO$$ECTION

34 PRIMAR' DATA

:rimary data is being collected during the course of asking "uestions by

performing surveys. :rimary data is obtained either through respondent, either through

"uestionnaire or through personal interview.

# have collected the data through both personal interview and "uestionnaire.

54 SECONDAR' DATA

econdary data are the data already available in the form of print material,

website, ournals, etc! # have used some maga5ines, news papers, websites and course

materials for that purpose.


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RESEARC TOO$

# have used the structured "uestionnaire in my research process which has

carefully designed keeping the entire obective in mind.

SAMP$ING P$AN

>he process of collecting observation from the elements of a large population may

be epensive, time consuming and difficult. #t will be cheaper and "uicker to collect

information from a sample plan of the population.

A sample is a subset of population through a valid statistical procedure so that it

can be regarded as representative of the entire population. >he valid statistical procedure

of drawing sample from the population is called sampling. ampling plan consists of the

following elements;

SAMP$E UNITS

*y sample units were,

1ealers

Customer

:otential Customers

SAMP$E FRAME


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>he entire list of sample unit is known as sample frame. #n this proect my sample

frame was $osur and 1harmapuri town.

SAMP$E SI&E

#n this proect being aware of time and cost constraints sample si5e was limited to

dealer and @ customers.

SAMP$E METOD

#n my research # have used Convenient ampling.

CONTACT METOD

Contact method used in this proect is personal interview. >he methods of

collecting information through personal interviews are usually carried out in a structured

way.

FIE$D SURVE'

# have started the survey for accuracy of data # picked my sampling unit from

some parts of the city and then went on to analysis and report making part.

CHAPTER - 5


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DATA ANALYSIS

Ta.)e 3

A0e 6ise c)assification of t*e Res,on+ents

$EVE$ OPTIONSNO4OF

RESPONDENTS7 OF RESPONDENTS

38#59 39

59#5( 3 ;9

5(#;9 5 9

;9 AND A!OVE 39

TOTA$ 9 399

Source: Primar/ Data

Inference

=rom the above table it is inferred that, @H of the 0espondents are above the

age group +D/F.

Ta.)e 5

Geo0ra,*ica) e


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$EVE$ OPTIONS NO4OF RESPONDENTS 7 OF RESPONDENTS

RURA$ 5 (

UR!AN 3= ;8

SEMI#UR!AN ;9 89

TOTA$ 9 399

Inference

=rom the above table it is inferred that, EH of the 0espondents are from

emi/urban regions, FEH were from urban and DH 0ural imilarly.

Ta.)e ;


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C)assification of Res,on+ents .ase+ on a6areness a.out 'ama*a Motors an+ its

Pro+ucts4

OPTION

NO4OF

RESPONDENTS 7 OF RESPONDENTS

'ES (> ?(

NO ; 8

TOTA$ 9 399

Source: Primar/ Data4

Inference

=rom the above table it is inferred that, DEH of the 0espondents are aware

about ?amaha and its products while EH are unaware.

Ta.)e (


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C)assification of t*e Res,on+ents .ase+ on t*e

%no6)e+0e to6ar+s 39cc s,orts .i@e

'ama*a R34

OPINION NO4OF RESPONDENTS 7 OF RESPONDENTS

'ES ;9 89

NO 59 (9

TOTA$ 9 399


Inference

=rom the above table it is inferred that, EH of the 0espondents have

knowledge about #ndia2s first @cc sports bike ?amaha 0@.

Ta.)e


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C)assification of Customers c*oice

of ,reference to6ar+s .i@es4

OPTIONSNO4OF


'AMAA 3 ;9

ONDA 33 55

!ABAB = 38

TVS 35 5(

SU&U%I ( =

TOTA$ 9 399


Inference

=rom the above table it is inferred that, FH of the Customers choice are

towards ?amaha while ++H towards $onda, EH Baa, +DH >K and GH u5uki

similarly.

Ta.)e 8


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C)assification of t*e Res,on+ents .ase+ on t*e .etter c*oice of .i@e4

OPTIONSNO4OF


'AMAA 39 59

ONDA 3( 5=!ABAB = 38

TVS 35 5(

SU&U%I 8 35

TOTA$ 9 399


Inference

=rom the above table it is inferred that, +GH of the Customers choice of

consuming a better bike goes to $onda while +DH on >K and +H on ?amaha.


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Ta.)e >

Customers satisfaction )e-e) on 'ama*a4

OPTIONS

NO4OF

RESPONDENTS

7 OF RESPONDENTS

'ES (; =8

NO > 3(

TOTA$ 9 399

Source: Primar/ Data4

Inference

=rom the above table it is inferred that, GEH of the are satisfied with ?ahama.


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Ta.)e =

C)assification of customers .ase+ on t*e ,reference to6ar+ 'ama*a .i@es4

OPTIONSNO4OF


R3 33 55

CRUX 59 (9

$I!ERO 5 (

F& = 38

FA&ER ? 3=

TOTA$ 9 399


Inference

=rom the above table it is inferred that, DH of the Customers prefer Cru

while only H of customers preferences are towards 0@.


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Ta.)e ?

C)assification of res,on+ents on t*e .asis of Preference to R34

OPINIONNO4OF

RESPONDENTS

7 OF

RESPONDENTS

'ES (9 =9

NO 39 59

TOTA$ 9 399


Inference

=rom the above table it is inferred that,GH of the 0espondents are saying 63,

so it clearly defines that, customers prefer 0@ bikes.


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Ta.)e 39

Factors inf)uencin0 t*e Res,on+ents in Preferrin0 'ama*a R34

OPINIONNO4OF


SPEED 5= 8

MI$EAGE 9 9

DESIGN 35 5(

MODE$ 39 59

TOTA$ 9 399


Inference

=rom the above table it is inferred that, @EH of the 0espondents prefer 0@ on

basis of peed while +DH on basis of 1esign and +H on *odel respectively.


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Ta.)e 33

Res,on+ents c*oice of .u/in0

OPINION

NO4OF


SPEED ;9 89

MI$EAGE 9 9

DESIGN 39 59

MODE$ = 38

TOTA$ 9 399


Inference

=rom the above table it is inferred that, EH of the 0espondents are consuming

0@ with peed as its special feature.


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Ta.)e 35

O,inion of t*e Customers .ase+ on factors t*at inf)uence in se)ection of R34

OPINION

NO4OF

RESPONDENTS

7 OF

RESPONDENTS

SPORTS !I%E 5; (8

TOP SPEED 3= ;8

ATTRACTIVE

$OO%? 3=

TOTA$ 9 399


Inference

=rom the above table it is inferred that, DEH of the 0espondents select 0@ on

basis of ports bike while FEH touches with >op speed and GH on Attractive look

similarly.


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Ta.)e 3;

O,inion of t*e Customers .ase+ on t*e satisfaction )e-e) to6ar+s R34


IG$'

SATISFIED> 3(

SATISFIED ;3 85

AVERAGE 39 59

DISSATISFIED 5 (

TOTA$ 9 399


Inference

=rom the above table it is inferred that, E+H of the 0espondents are satisfied

with their 0@2s and DH go through with highly satisfied.


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Ta.)e 3(

O,inion of t*e Customers 6it* t*eir Preference to6ar+s .ra@es4

OPINION

NO4OF


DISC !RA%E (8 ?5

ORUM !RA%E ( =

TOTA$ 9 399


Inference

=rom the above table it is inferred that,+H of the 0espondents prefer using

1isc brake than an 3rum brake.


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Ta.)e 3

O,inion of t*e Customers a.out Preference to6ar+s 6*ee)s4

OPINIONNO4OF

RESPONDENTS

7 OF

RESPONDENTS

SPO%E "EE$ = 38

A$$O' "EE$ (5 =(

TOTA$ 9 399


Inference

=rom the above table it is inferred that, GDH of the customers prefer to

consume alloy wheels when only EH prefer spoke wheels.


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Ta.)e 38

Satisfactor/ $e-e) of t*e Res,on+ents re0ar+in0 Ser-ices offere+ ./ t*e +ea)ers4

OPINIONNO4OF


IG$'

SATISFIED; 8

SATISFIED (; =8

DISSATISFIED ( =

TOTA$ 9 399


Inference

=rom the above table it is inferred that, GEH of the customers are getting

satisfied with the services that are offered by the dealers.


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Ta.)e 3>

O,inion of Res,on+ent on t*e .asis of ,reference 6it* Version4

OPINIONNO4OF


VERSION 349 5= 8

VERSION 549 3 ;9

!OT > 3(

TOTA$ 9 399


Inference

=rom the above table it is inferred that, @EH of the 0espondents prefer to take

Kersion . when FH prefers Kersion +. and DH both relatively.


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Ta.)e 3=

O,inion of Res,on+ents re0ar+in0 t*e !etter ,erformance4


VERSION 349 5; (8

VERSION 549 3> ;(

!OT 39 59

TOTA$ 9 399


Inference

=rom the above table it is inferred that, DEH of the customers chosen Kersion

. as a better performer while compared with Kersion +..


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Ta.)e 3?

O,inion of Res,on+ents re0ar+in0 t*e Price of R34

OPINIONNO4OF

RESPONDENTS

7 OF

RESPONDENTS

EXPENSIVE ;( 8=

TOO

EXPENSIVE39 59

REASONA!$E 8 35

TOTA$ 9 399


Inference

=rom the above table it is inferred that,EGH of the customers says that the price

of 0@ is epensive while +H says >oo epensive, similarly +H with reasonable.


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Ta.)e 59

O,inion of Res,on+ents on .asis of !u/in0 unit4

OPINION

NO4OF


"ORT' (9 =9

NOT "ORT' ; 8

TO SOME

EXTENT> 3(

TOTA$ 9 399


4

Inference

=rom the above table it is inferred that,GH of the respondent denies that its

worth in buying whereas EH says not worthy and DH to some etent.


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Ta.)e 53

O,inion of Res,on+ents to6ar+s consumin0 6*en t*e ,rice fa))

OPINION

NO4OF


FOR SURE ;= >8

MA'!E 39 59

NOT AT A$$ 5 (

TOTA$ 9 399


Inference

=rom the above table it is inferred that,-EH of the respondent prefer to buy

0@ if the price comes down and +H respondents state that they may while DH were not

interested in preferring.


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CHAPTER - 6

DISCUSSION OF RESULT

>he study finds that out of @ respondents the maority of respondents belong to the

age group between +D/F while the rest are between E/+, +/+D and F and

above respectively.

#t is inferred that the maority of respondents are from emi/Lrban regions while FEH

were from Lrban and DH 0ural similarly.

>he survey states that out of @ respondents DEH of them are aware about the product

while EH are unaware.

>he table states that EH of the respondents have knowledge about #ndia2s first @cc

sports bike ?amaha 0@.

=rom the study it is inferred that maority of customers choice are towards ?amaha

while few towards $onda, Baa, >K and u5uki respectively.

#t is found that only +H of customers consume ?amaha whereas $onda leads in

consumption.

>he research states the satisfaction level of customers are high toward ?amaha.

>he study infers that the maority of customers prefer Cru than 0@.

>he survey infers that most of the respondents shows interest in preferring 0@ bikes.


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RECOMMENDATION AND CONC$USION

RESU$TS OF TE STUD'

>he study states that customers prefer 0@ on the basis of speed. EH of respondents

are coming out with peed as their buying feature.

=rom the study it is found that most of the customers prefer 1isc brake rather than

3rum2s. >he same way Alloy wheels rather than pokes.

>he research results in GEH of respondents getting satisfied by the services that are

offered by ?amaha dealers.

>he study infers that out of @ respondents maority shares their opinion that they

prefer Kersion . the most.

>he main finding of the study relates with price factor. #t is inferred that most of the

respondents says that 0@ is too epensive while few says it2s reasonable.

=rom the research it is found that GH of respondents denies its worth in buying

while ust EH says not worthy and DH to some etent.

>he study finally finds that , if the price of 0@ comes down more than -EH of

respondents shows interest in preferring 0@.

RECOMMENDATIONS


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#ntroduction to 6ew Brand / ?amaha should introduce new bikes in the market. #t will

definitely make the market oligopolistic but will improve the condition of

?amaha.

Bike in @ cc segment J ?amaha does not have many successful bike in this

segment. ?amaha needs to introduce a bike in this segment which can compete

with the other brands on price, power pickup, mileage and style.

>he company should also launch some cheaper models so that the students can buy

more..

=ocus should be on teenagers, young and eecutives as they represent largest portion

of the bike users segment.

#ndian customers generally do not use bike for fashion but as a necessity so mileage

should be a concern. o it needs to create a better image in the mind of its

customers regarding mileage.

:rovide better sales follow up which almost every brand lacks J the research has

showed that the bike users of all brands are dissatisfied with their after sales

eperience. >his is a big loop hole which ?amaha can use to improve its brand

image and to gain more customers.

#t has been found from the research that ?amaha has got the most loyal customers.

But when it comes to ?amaha people still talk about 0M. ?amaha should

develop a bike like 0M, and this time mileage and style should also be

considered.

>he company should follow an aggressive selling concept.


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CONC$USION

After the completion of proect # have seen the different aspects of this final

0esearch proect. Also # have gained some knowledge and new eperiences about the

consumer research. 7hile surveying # have met a large number of people, with different

perceptions, with different nature, and as a result of this # have learnt a lot of things like

how to talk with different people with different behavior.

After the separation the *ain focus of ?amaha has been to capture the #ndian

*arket through its products which are best in terms of style N design and is trying to

achieve the target of DH which it has laid down for the coming years its recent launched

bike 0@ have shaken the market leader like Baa N $ero $onda and is giving them a

tough competition and soon going to launch few more bikes in the market. But in a

country like #ndia, where customer generally appreciates mileage it becomes necessary

for a company like ?amaha which produces bikes whose prices are towards the higher

end to focus on other factors too which influence the consumer choice of product like

:rices, after sale servies and many more.

$IMITATIONS OF TE STUD'

:resent research is geographically restricted to $osur and 1harmapuri town only.

$ence the result cannot be eploited to other places.

3ne of the biggest limitations with the proect work is the >ime factor.

Another limitation was with the 8anguage. ince the people # interviewed were both

literate and also illiterate there was a problem in language in making them

understand.

>he sample si5e is small due to insufficient time allotment.


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>he seriousness of the respondent and the ability to ustify the answers were also one

among the limitations.

>he study is restricted only to the organi5ed sector of two/wheeler industry.


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REFERENCE !I!$IOGRAP'

!oo@s

0esearch *ethodology written by C.0.othari.

*arketing *anagement written by :hilip otler.

Consumer Behavior written by chiffman N anuk.

Ne6s ,a,ers Ma0a2ines

Business 8ine

>he %conomics >ime

>he #ndian %press

Business >oday

"e.sites

www.google.com

www.yamahamotors.co.in

[email protected]
http://www.google.com/http://www.yamahamotors.co.in/http://www.yamahar15.co.in/http://www.google.com/http://www.yamahamotors.co.in/http://www.yamahar15.co.in/


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ANNEXURE

UESTIONNIRE

A STUD' ON CUSTOMER SATISFACTION $EVE$ TO"ARDS 'AMAA

MOTORS "IT SPECIA$ REFERENCE TO 'AMAA R3

UESTIONNAIRE

6ame ;

Address ;

Age ;

:hone no ;

1riving eperience ;

8ocation

O P 0ural O P Lrban O P emi urban

1o you own a two/wheelerQ

O P ?es O P 6o

Are you aware of ?amaha motors and its productsQ

O P ?es O P 6o

$ave you seen #ndia2s first @cc sports bike ?amaha 0@Q


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O P ?es O P 6o

7hich company2s bike would you like to purchaseQ

O P ?amaha O P $onda O P Baa O P >vs O P u5uki

O P 3thers (specify)RRRRRRRRR.

7hich one you think to be better and whyQ

O P ?amaha O P $onda O P Baa O P >vs O P u5uki

Are you satisfied with ?amahaQ

O P ?es O P 6o

7hich bike you prefer in ?amahaQ

O P 0@ O P Cru O P 8ibero O P =S O P =a5er

7ould you like to prefer ?amaha 0@Q

O P ?es O P 6o

#f yes then on what basisQ

O P peed O P *ileage O P 1esign O P *odel

7hich feature you would like to prefer the most while purchasingQ

O P peed O P *ileage O P 1esign O P *odel

7hich factor influenced you in selection of ?amaha 0@Q

O P ports bike O P >op speed O P Attractive look


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$ow is your satisfactory level towards 0@Q

O P $ighly satisfied O P atisfied O P Average O P 1issatisfied

7hich type of brake you prefer the mostQ

O P 1isc brake O P 3rum brake

7hich type of wheel you prefer the mostQ

O P poke wheel O P Alloy wheel

Are you satisfied with the dealer services of ?amaha CompanyQ

O P $ighly satisfied O P atisfied O P 1issatisfied

7hich version of 0@ you preferQ

O P Kersion . O P Kersion +. O P Both

7hich version performs betterQ

O P Kersion . O P Kersion +. O P Both

7hat do you think about the price of 0@Q

O P %pensive O P >oo epensive O P 0easonable

#s it worth in buying this bikeQ

O P 7orthy O P 6ot worthy O P >o some etent O P 6ot at all

#f the price value of 0@ comes down will you prefer to buyQ

O P =or sure O P *aybe O P 6ot at all


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uggestions I feedback and comments about your ?amaha

[email protected].

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Documents

customer satisfaction on yamaha