ANNEXURE 2

Customers’ perception towards attributes of Hero Honda- Ranking Analysis

Table A 2.1
Attributes Rank1 Rank2 Rank3 Rank4 Rank5 Rank6
Style 13 27 15 12 15 16
Mileage 32 15 17 13 12 10
Performance 24 23 16 18 27 10
Comfort 11 12 20 19 14 19
Price 04 08 17 20 21 20
Brand Name 16 15 15 18 11 25
Total 100 100 100 100 100 100

This table shows the respondents ranking to the various attributes of the Hero Honda
Motorcycles. Here Rank 1 is attributed to Mileage, Rank 2 for Style, Rank 3 for comfort,
Rank 4 for Price, and Rank 5 for Performance and Rank 6 for Brand Name.

From the analysis we can infer that the respondents attribute Mileage, style and comfort
as the reasons to purchase Hero Honda Motorcycles.

The users of Hero Honda bikes generally falls into the category of middle income group
hence they have preferred fuel efficiency as the most preferred feature.
The second most preferred feature is the stylish looks that the Hero Honda bikes are
having because the users are mostly youngsters.
This is Chi-Square test has been conducted to analyze the consumer perception towards
service offered by Hero Honda.

H0: The expert mechanics do not have any influence on customer satisfaction after
sales

H1: The expert mechanics have an influence on customer satisfaction after sales.

Expert Mechanics
After
Sales
Satisfaction Yes No Total

Yes 62 38 100

No 38 62 100

100 100 200

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After Expert Mechanics
Sales
Satisfaction Yes No
Yes 50 50
No 50 50

The above table shows the expected frequencies calculated using the observed
frequencies from the formula:

Expected frequency = Row Total * Column Total

Grand Total

(O- (O-E)^2 [(O-E)^2]/E

E)
12 144 2.88
-12 144 2.88
-12 144 2.88
12 144 2.88
TOTAL 11.52

Calculated, Chi-Square value is = 11.52

Degrees of Freedom = (Row -1)*(Column -1)

(2-1)*(2-1)

Level of significance = 0.05

Table, Chi-Square value = 3.841

Since, calculated value (11.52) > table value (3.841) hence reject H0 and accept H1
which is the expert mechanics have an influence on customer satisfaction after sales.

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