CUSTOMER SATISFACTION

OF
YAMAHA RAVI AUTOMOBILES PVT LTD
(SUMMER TRAINING REPORT SUBMITTD TOWARDS
PATIAL FULFILLMENT OF B.COM PROFFESSIONAL)

ACADEMIC SESSION
2016-2017
SUBMITTED TO: SUBMITTED BY:
PROF: JYOTI KANCHAN
B.COM (PROF.)
5TH SEM 1429337

DIPS IMT, RAMNEEK AVENUE

1
DECLARATION

I, hereby declare that this report is the report of authentic work carried out by use during the

academic year 2016-2017 and has been submitted to any other university or institute towards the

award of any degree.

2
ACKNOWLEDGEMENT

It is pleasure to record my thanks and gratitude to parsons and organization whose generous help

and support enabled me to complete this project within stipulated time period. My special thanks

are due to Mr. Dinesh sir, manager, Yamaha Ravi automobiles pvt ltd., for his active help

and support in making me understand Indian two wheeler industry. Who guided me at each step

during my training period and without whom preparation of this report would not have been

possible. I would like to thanks Ms. Jyoti, project guide, DIPS Institute of management

technology, who guided me for industrial training.

I am greatly included to all those persons who have helped me in some way or other in the

completion of the project.

3
INDEX

S NO. PAGE NO.

CONTENT
1 INTRODUCTION
1.ABOUT YAMAHA COMPANY 5-6

2 REVIEW OF LITERATURE
8-12

3 COMPANY PROFILE
1. PRODUCT 13-26
2. SWOT ANALYSIS
4 MEANING, DEFINITION , ADVANTAGES
OBJECTIVES 27-32

5 RESEARCH METHODOLOGY
33-34

6 DATA INTERPRETATION
35-50

7 FINDING OF RESEARCH, LIMITATION,

SUGGETIONS 51-52

8 CONCLUSION
53

4
 INTRODUCTION
TO
YAMAHA COMPANY

5
 INTRODUCTION

YAMAHA COMPANY

India is one of the largest manufacturers and producers of two-wheelers in the world. India

stands next to Japan and China in terms of the number of two-wheelers produced and domestic

sales respectively. This difference was achieved due to many reasons like restrictive policy

followed by the Government of India towards the passenger car industry, growing demand for

personal transport, ineffectiveness in the public transportation system etc. The Indian two-

wheeler industry made a minute establishment in the early 50s when Automobile Products of

India (API) started manufacturing scooters in the country. In the last few years, the Indian two

wheelers industry has been spectacular growth the country stands next to china and Japan in

terms of production and sales respectively. Majority of Indians especially the youngster prefer

motorbikes rather than cars. Capturing a large share in the two wheelers industry, bikes and

scooters cover major segment. Bikes are large variety of two wheelers that are available in the

market, known for the most recent technology and improved mileage Indian bikes, mopeds stand

for style and class for everyone in India.

6
HISTORY OF YAMAHA

The motorcycle division Yamaha was founded in 1955, and was headed by farshid. Yamaha’s

initial product was a 125cc two-cycle, single cylinder motorcycle, the YA-1, which was a copy

of a German DKW RT125. The YA-1 was a competitive success at the racing from the

beginning, winning not only the 125cc class in the Mt. Fuji Ascent, but also sweeping the

podium with first, second and third place in the Japan Auto bike Endurance Road Race that same

year. Early success in racing set the tone for Yamaha, as competition in many varieties of

motorcycle racing has been a key endeavor of the company throughout its history, often fueled

by a strong rivalry with Japanese manufactures.

Yamaha began competing internationally in 1956 when they entered the Catalina Prix, again

with the YA-1 at which they placed sixth. The YA-1 was followed by the YA-2 of 1957, another

125cc two stroke, but with significantly improved frame and suspension. The YD-1 of 1957 was

a 250cc two-stroke twin cylinder motorcycle, resembling the YA-2, but with a larger and more

powerful motor. A performance vision of the bike, the YDS-1 housed the 250cc two-stroke twin

in double down tube cradle frame and offered the first five- speed transmission in a Japanese

motorcycle. This period also saw Yamaha offer its first outboard marine engine.

7
 REVIEW
OF
LITERATURE

8
REVIEW OF LITRERATURE

M Abdul Haneef, M Edwin Gnanadhas, Mr. BA Abdul Karim, Mr. Vikas

Singhal (2006):

In his study of automobile Industry sector he has mentioned that the two-wheeler segment has

recorded significant change in the past 4-5 years. The market for motorcycles is growing and its

sale rose by 27 percent annually during the last four years. He pointed out that while the market

for motorcycles is growing that for mopeds and geared scooters is shrinking. This change in the

taste of the consumers is possibly due to the technological change. Also most of the

manufacturers like Hero Honda, Bajaj and TVS had reduced the prices of their entry level

motorcycles in order to capture a bigger share of the market.

Mr. Subhadip Roy (2006) SR Mohnot (2002):

In his study of two and three wheelers he out from the standpoint of means of personal transportation.

The two-wheeler has become an expression of the owners' personality. The (customer in making his

choice does evaluate the product in terms of utility, fuel economy, reliability, maintenance, affordability,

performance, good after-sales service at reasonable cost. Spare parts at: economical prices, looks, safety

and comfort and ease of riding for driving. Total sales of two-'wheeler in first eight months of 200 1-02

had increased to 2.70 million units from 1.33 million units in the corresponding period of the preceding

year.

Siddhartha and S Mukherjee (2002):

The Study reveals that, the two-wheelers in India are used for variety of work such as visiting people,

carrying loads, outdoor jobs like selling and buying. In rural areas it helps people to travel more

frequently to nearby towns to their daily needs. The two-wheeler has become a valuable support for

9
increasing productivity and in turn the profit, besides helping as a personal mode of transportation.

Rajmani Singh and AS Yasso (2001):

He also pointed out that a major part of growth in the two-wheeler industry has come from motor cycles,

which are considered fuel efficient, reliable and its suitability on rough roads. As per his study, TVS-

Suzuki, Hero: Honda, Bajaj dominates the two wheeler scene. The study also says that due to stiff

competition from automobile major Bajaj which is a largest producer of scooters the LML is facing

considerably stiff competition. However, dominance of this category has been declining because of shift

in customer preference towards motor bikes.

Lutz (1981):
In this study a perspective into consumer behavior is motivated by a desire to understand the relationship

between attitude and behavior (* M. Sathish ** A. Pughazhendi Volume: 1 | Issue: 3 | December 2011)

His research paper is aimed to determine the customer’s perception towards the YAMAHA SZ-X

motorbike. The study has been conducted in Burdwan, a district town of West Bengal, India. In total 100

respondents filled the questionnaire. The respondents were distributed on the, basis of their age and

income group. The degree of satisfaction of the customers for Yamaha SZ-X motor bike has been

measured on the basis of scale (excellent, good, average, moderate, low, very poor etc.). Results reveal

that consumers are very satisfied after using the product. Further results show that there is a significant

relation between the brand name and the preference of customers. Hence, it has been recommended that

the company should focus on fuel economy, servicing cost of the bike inside the show room and spare

parts prices of the bike.

International Research Journal of Management And Commerce R. Nair Suja

(2000):

the success of the firm will be determined by how effective it h a s been in meeting the diverse us tome

needs an d wants by treating each customer as unique and offering products and services to suit his/her

10
needs. Dr.N.Chandrasekaran investigated the wants of the customer are carefully studied by conducting

surveys on consumer behavior. The study also helps to know various marketing variables such as price

and product features. This study will help gain knowledge about the influence of consumer to prefer a

particular brand and the problems faced by them using such brands. Dr.S.K.Sinha&Ajay Wagh

examined that India is one of the fastest growing telecommunication markets of the twenty first

century.

The common man, artisans, agricultural labors, vendors and workers from every walk of life are

comfortably using the services provided by telecom industries. The potential of capturing market

segment will surely depend upon understanding dynamics of customer’s preference. According

to Lewis &Boom service quality is considered as a measure of how well the service delivered

matches customers’ expectations on providing a better service than the customer expect

organizational brand promotional strategies should be based on developing innovative offers

&products, developing cost friendly value driven packages and tariffs, offering quality services

after sales service & ability to make calls without getting cut off &also to provide cheaper cost of

calls to other networks.

The Evolution and Future of National Customer Satisfaction Index Models1 by Michael D.

Johnsona2, Anders Gustafson, Tor Walling Andreessen, Line Lervikc, Jaesung Chaa University

of Michigan Business School, Ann Arbor, Michigan 48109-1234, USA b University of Karlstad,

Service Research Center, 651 88 Karlstad, Sweden c Norwegian School of Management BI, P.O.

Box 580, N-1301 Sandvika, Norway December 2000. Psyc INFO classification: 3920 JEL

classification: E21 Keywords: Customer satisfaction; Loyalty; National barometers.

11
Abstract:

A number of both national and international customer satisfaction barometers and indices have

been introduced in the last decade. For the most part, these satisfaction indices are embedded

within a system of cause and effect relationships or satisfaction model. Yet there has been little

in the way of model development. Of critical importance to the validity and reliability of such

indices is that the models and methods used to measure customer satisfaction and related

constructs continue to learn, adapt, and improve over time. The primary goal of this research is

to propose and test a number of modifications and improvements to the national index models.

Using survey data from the Norwegian Customer Satisfaction Barometer (NCSB), we find

general support for the proposed modifications. 1. Introduction Customer satisfaction has taken

on national and international significance with the development of national satisfaction

barometers and indices in Sweden (Fornell, 1992), the United States (Fornell et al., 1996) and

Norway (Andreessen and Lindestad, 1998a). Indices have also been pilot tested in New Zealand,

Austria, Korea and the European Union. Yet it remains to be seen whether these indices will

develop on a global level and, importantly, in what form. Of critical importance to the validity

and reliability of such indices is that the models and methods used to measure customer

satisfaction and related constructs continue to learn, adapt, and improve over time. The goal of

this research is to facilitate this learning, adaptation and improvement process. As a consequence

of this work and in keeping with current return on quality research (Rust, Zahorik and

Keiningham, 1995) we position customer loyalty as the key

12
COMPANY

PROFILE

13
COMPANY PROFILE

YAMAHA COMPANY

CORPORATE NAME: Yamaha Motor Co. Ltd

FOUNDED: July 1, 1955

HEADQUARTERS: 2500 shanghai, Iwata, Shizuoka 438-8501, Japan

PRESIDENT: Hiroyuki Yanagi

CAPITAL: 85, 739 million yen

NUMBER OF SHARES: Authorized basis: 900,000,000

Non-consolidated basis: 10,377
NUMBER OF EMPLOYEES: consolidated basis: 52,662

Non- consolidated basis: 10377

LINES OF COMPANIES: motorcycles, scooters, electrically power assisted

Bicycles, boats, sailboats, utility boats, fishing boats,

Golf cars, industrial-use unmanned helicopters,

Snowmobiles, generators, electrical power wheel

Chair, automobile engine.

GROUP COMPANIES: NO. Of consolidated subsidiary: 104

NO. Of non-con subsidiary accounted for the equity

Method: 4

14
We put customers first in everything we do. We take decision keeping the customers in

mind.

Challenging Spirit

We strive for excellence in everything we do and in the quality of goods & services we provide.

We work hard to achieve what we commit & achieve results faster than our competitors and we

never give up.

Team- work

We work cohesively with our colleagues as a multi- cultural team built on trust, respect,

understanding, &mutual co-operation. Everyone’s contribution is equity important for our

success.

Frank & Fair Organization

We are honest, sincere, open minded, fair & transparent in our dealings. We actively listen to

others participate in healthy & frank discussions to achieve the organization’s goals.

Manufacturing Process

IYM’s manufacturing facilities comprises of 2 state-of-the-art plants at Faridabad and Surajpur.

Currently 10 models roll out of the two Yamaha plants.

The infrastructure at both the plants supports production of motorcycles and its parts for the

domestic as well as overseas market. At the core are the 5-5 and TPM activities that fuel our

15
agile manufacturing process. We have in house facility for machining. Welding processes as well

as finishing processes of electro planting and painting till the assembly line.

The stringent quality assurance norms ensure that our motorcycles meet the reputed international

standard in every sphere. As environmentally sensitive organizations we have the concept of

“Environment friendly technologies” ingrained in our corporate philosophy.

16
CORPORATE PHILOSOPHY

-CORPORATE MISSION-
Kando Creating Company

Offering new excitement and a more fulfilling life for people all over the world Yamaha Motor
strives to realize peoples’ dreams with ingenuity and passion, and to always be a company
people look to for the next exciting product or concept that provides exceptional value and deep
satisfaction.

-Management principles-

1. Creating value that surpasses customer expectations

To continue to produce value that moves we must remain keenly aware of the customer’s

evolving needs. We must strive to find success by always surpassing customer

expectations with safe, high-quality products and services.

2. Establishing a corporate environment that fosters self-esteem

We must build a corporate culture that encourages enterprise and enhances corporate

vitality. The focus will be on nurturing the creativity and ability of our employees

with an equitable system of evaluation and rewards.

3. Fulfilling social responsibilities globally

As a good corporate citizen, we act from a worldwide perspective and in accordance

with global standards. We must conduct our corporate activities with concern for the

environment and communities and fulfill our social responsibility with honesty and

sincerity

17
YAMAHA PRODUCT
MOTORCYCLE

MT-09 Ray MT-03 YZF R15

Fasino YZF-R25 YZF-R1S

Motorcycle plays a familiar and vital role in the lives of people around the world, their

applications spanning from pure utility, such as the transportation of goods, to personal

enjoyment and sports. The Yamaha Motor group satisfies these needs with its diverse product

line up. Yamaha motorcycles are made to a variety of specifications, each type featuring unique

technologies serving its particular use; scooters, used primarily for day to day mobility, such as

commuting and shopping trips, sports and cruiser models, used widely in urban areas and for

long-distance touring; trail models for off-road excursions and racing machines for road racing,

motocross and other competitions.

18
BACKGROUND OF THE BUSINESS

During world war ||, Nippon Gakki Co., Ltd. The company, from which Yamaha motor was later

spun off, was assigned to apply its technologies in musical instrument manufacturing to the

production of propellers for military aircraft. After the war ended, the company sought ways to

use its manufacturing facilities for peaceful ends. Eventually, is entered the motorcycle business

as the motorcycle manufacturing division of Nippon Gakki. The company’s first motorcycle

model, the YA-1

CURRENT BUSINESS AND MARKET CONDITIONS

JAPAN

Looking at the market as whole, scooters with an engine displacement of 50cc and under

(class1), which are used primarily for computing and work-related activities, occupy over half of

all unit sales. Motorcycles with an engine capacity of 51cc larger fall into a number of

categories, from scooters to large motorcycles and sports model for personal enjoyment.

INDIA

In India, the world’s largest motorcycle market where domestic demand for new motorcycles has

exceeded 16 million units annually, motorcycles with an engine capacity of around 125cc are

19
most common. India is seeing rapid growth of its motorized population and until now, Yamaha

had adopted a strategy of building its brand image by rolling out high-value added model, but is

now working to expand its product line up with affordably priced models.

Sales europe
japan 3%
north america
2% 2%

rest of the
world
10%

asia
83%

20
PERSONAL WATERCRAFT

VX Deluxe FX Cruiser SHO Yamaha FX SHO

Yamaha SX 192

PRODUCT PROFILE

Personal watercraft comes in two varieties; one that requires the rider to stand and another that is

ridden from a seated position. PWC mount a small engine, but rather than using a propeller for

propulsion they draw in water from the intake section at the bottom of the hull and shoot it out

from the back with a jet-propulsion mechanism. The Yamaha 242 limited S is a sport boat that

uses a same kind of propulsion system.

CURRENT BUSINESS AND MARKET CONDITION

Yamaha PWC feature a highly stable and streamlined body built on technologies Yamaha motors

Developed for boats and compact lightweight, yet power engine utilizing the company’s

21
Motorcycles and marine engine technologies. The models meet environmental regulation in USA

and Japan, the markets, which includes U.S EPA regulations and Japan Marine industries

association voluntary regulations.

Sales

rest of the world

36%

U.S.A
64%

22
ELECTRICAL WHEELCHAIR

Yamaha wheelchair

PRODUCT PROFILE
Wheelchairs, which facilitate the mobility of the elderly and persons with disabilities, are

broadly divided into manually and electrically powered type. Yamaha motors joy wheel series

which brings a new dimension to the world of wheel chair by combining the light weight and

flexibility of manual wheel chair with the power and ease of using of electrically powered

models, includes both electrical power units and completely assembled electric chairs.

-ELECTRIC POWER TYPE-

These units and electric power to facilitate the use of manual wheelchair while retaining manual

chair convenience of being able to hold and carry. The unit consists of a joystick for operation,

two wheels with a built in motor and clutch system, and a compact, light weight battery.

23
The power units can be attached to a variety of wheelchair models, for smooth operation using a

single joystick.

BACKGROUND OF BUSINESS_-

Applying its proprietary control and drive technologies to contribute to the health and social

welfare of an aging population, Yamaha motor began limited area marketing of power units for

manual wheelchairs in 1995.

Since then, we have applied for our proprietary advance control and drive technologies to offer

electric wheelchairs that are comfortable and convenient for users, and also minimize the effort

required by caregivers.

PRODUCTION

Name of company(site) Location

Yamaha Motor Co., Ltd. Hamamatsu, Shizuoka, Japan

(Hamamatsu IM Site)

24
Swot analysis

Strengths:

 Yamaha products extend from land to sea and even into the skies, with manufacturing

and business operations that includes everything from motorcycles, PSA elctro-hybrid

bikes, marine and power products to automotive engines.

 Continuously does product improvement in accordance with demanding customers.

 The distribution network of Yamaha Motors is very wide and spends across the country.

Weakness:

 Narrow product lines in terms of motorcycles.

 Yamaha’s strategy is on right alleyway, but somewhere down the lane,

 They are still relaying on conventional model which no longer in use.

 Yamaha despite the promise has failed to deliver and is still an under log in the race to

top.

 A series of unsuccessful and flops bikes have eroded the legacy of RX100 and RD350.

Opportunities:

 The motorcycle market has been growing at a phenomenal rate and there has been a shift

in the consumer preference from 2 stroke bikes. Yamaha motors have best R&D

facilities. So they can tap customers with new technologies in motorcycles designs and

manufacturing.

25
  There lies lot of potential in 150cc and above segment and Yamaha has not made enough

inroads in this segment.

Threats:

 Continuous divisions of customer segment have made conventional bikes which was the

strength of Yamaha customers.

 Constant demand for price reduction from customers.

 Bajaj Auto and TVS have taken large part of the market share from Yamaha.

 Growing competition in the industry, both in the terms of new model and price

undercutting, too is a matter of concern as both the sales realization and operation

margins may come under pressure.

26
Meaning, Definition
And
Advantages

27
 Customer satisfaction

Meaning
Customer satisfaction means taking complete care of customer by giving them complete

knowledge about product and about all the features of the 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 the customers are those who can pay. Satisfaction is key to hold the customer

for future business. Complete knowledge must be given; each and every query must be clear by

the seller. If a customer remembers you for future business then we can say that the customer is

satisfied.

Definition

According to Harold E Edmondson “customer satisfaction” is defined as the numbers of

customers, or percentage of total customers, whose reported experience with a firm, its product,

or its service exceeds specified satisfaction goals.

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

your company in future. Many factors play a role in customer satisfaction, including customer

service, product quality and ease of doing business. Companies must consider customer

satisfaction as an important role in the lifetime value of customer.

28
 Seven steps:

 Encourage face-to-face dealings.

 Respond to messages promptly and keep yours clients informed.
 Be friendly and approachable.
 Have a clearly-Defined customer service policy.
 Attention to details.
 Anticipate your client’s needs and go out of your way to help them out.
 Honor your promise.
Meaning of customer service

 Serving your customer with a smile on your face, even when things don’t go right.
Definition of customer

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

person, company or other entity.

 One who regularly or repeatedly makes purchases of a trader, a purchase a buyer.

Definition of customer service

According to Jack speer” excellent customer service is the process by which your

organization 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”

29
 competitive advantages through customer
satisfaction
 It’s leading indicator of consumer purchase intentions and loyalty-

Customer satisfaction is the best indicator of how likely a customer will make a purchase in

future. Asking customer to rate their satisfaction on a scale of 1-10 is good way to see if they

will become repeat customers or even advocates.

Any customer give you 7 or above considered satisfied. Customers who give you rating of 9-

10 are your potential customer advocates. That’s why its one of the leading metrics

businesses uses to measure consumer repurchase and customer loyalty.

 It’s point of differentiation-

In a competitive marketplace where businesses compete for costumers; customer satisfaction

is seen as a key differentiator. Businesses who succeed in these cut-throat environments are

ones that make customer satisfaction a key element of their business strategy.

Not only can customer satisfaction help you keep a finger on the pulse of your existing

customers, it can also act as a point of differentiation for new customers.

 It reduces customer churn

Customer satisfaction is the metric you can use to reduce to customer churn.

By measuring and tracking customer satisfaction you can put new processes in new place to

increase the overall quality of your customer service.

 It increases customer life time value

Successful businesses understand the importance of customer life time value.

If you CLV, you increase the return on your marketing dollar.

30
 Customer satisfaction is beneficiary of high customer satisfaction and good customer

retention.

 It reduces negative worth of mouth

Customer satisfaction is tightly linked to revenue and repeat purchases. What often gets

forgotten is how customer satisfaction negatively impacts your business.

It’s one thing to loose a customer because they are unhappy. To eliminate bad word of

mouth you need to measure customer satisfaction on an ongoing basis.

Tracking changes in satisfaction will help you identify if customers are actually happy

with your product or service.

 It’s cheaper to retain customers than acquire new ones

This is probably the most publicized customer satisfaction statics out there. It costs six to

seven times more to acquire new customers than it does to retain existing customers.

Here are some customer retention strategies to get you thinking:

o Use blogs to educate customers

o Use emails to send special promotion

o Use customer satisfaction surveys to listen

o Delight customers by offering personalized experiences.

31
 Objectives of the Study

This study was carried out to find the customer satisfaction level towards Yamaha two wheeler

vehicles and to raise the maximum level. The customer satisfaction level depends up on the

various factors, like millage, price, etc. Foe instant research factors such as looks, style, brand

image, technology, time delivery of the documents and proper information about the product was

concerned.

Source of Data

Primary Data:

Data has collected by the online survey by sending the questionnaires through mails.

Secondary Data:

Data is collected through some journals, company website.

32
 RESEARCH

METHODOLOGY

33
 Research Methodology
The data has been collected on the basis of the different sources in order to achieve the object of

the project

Research problem
to view the satisfaction level of the customers of two wheeler vehicles in Yamaha.

With regarding to parameters like occupation, age, gender, monthly income, source of

information, free service etc.

Research process:
A questionnaire is developed and sent to various samples and collected the data and analyzed

the data based on various parameters which we previously stated.

Research design:
Questionnaire is being prepared and corrected the mistakes in it.

Sent it to sample customers

Got 100 responses

Analyzed the data and kept it in a format

Interpreted the data and drawn the outputs

The final data is stated in the form of graphs

34
 DATA ANALYSIS

AND INTERPRETATION

35
 Data Analysis And Interpretation

Table 1: Occupation of Yamaha bike users

The above result shows that the students are interested in Yamaha bikes.

36
 Table 2: Which age people are using it

Criteria of age No. of bike riders

18-22 6
23-26 74
27-30 9
Above 30 years 5

It shows that the consumers between the age group of 23-26 are mostly using bikes

37
 Table 3: Customers based on income level
C level of monthly income No. of persons
-------- 50
Below 18000 21
18000-22000 11
22000-27000 8
Above 27000 10

From the previous statistics we found that mostly students and people aging from 23-26 are

using Yamaha bikes more who mostly will not have jobs because they are still studying

38
 Table 4: On what source they came to know about Yamaha.

Source Numbers
Family 37
Friends 21
Media 8
Others 31

Friends are the major source of buying decision

39
 Table 5: Awareness about free services

Awareness about free service Numbers

No. of aware people 88
No. of unaware people 12

Mostly people know about this but 12% is also not a small population should focus on this.

40
 Table 6 : service rating

Service rating Numbers

Worst 8
Bad 19
Average 18
Very good 53
Excellent 2

Rating towards service was good

41
 Table 7: Availability of spare parts

Spare parts availability No

Yes 84
No 16

In almost all showrooms spare parts are available and the result was almost positive towards
Yamaha

42
 Table 8: Is paid and free servicing are given same importance?

Paid service and free service is same Numbers

Yes 81
No 19

These statistics show that there is little bit of negative impression.

43
 Table 9: Satisfaction for price:

Satisfaction price Numbers

Highly dissatisfied 1
Dissatisfied 3
Neutral 15
Satisfied 74
Highly satisfied 7

Customers are satisfied towards the price.

44
 Table 10: Availability

Satisfaction towards availability Numbers

Highly dissatisfied 1
Dissatisfied 6
Neutral 8
Satisfied 67
Highly satisfied 18

The availability is not that much good should change a little bit.

45
 Table 11: Mileage

Satisfaction towards mileage Numbers

Highly dissatisfied 6
Dissatisfied 14
Neutral 29
Satisfied 34
Highly satisfied 17

The customers are not mostly satisfied with mileage

46
 Table 12: Performance

Satisfaction with performance Numbers

Highly dissatisfied 1
Dissatisfied 4
Neutral 6
Satisfied 41
Highly satisfied 48

The customers of Yamaha were highly satisfied in performance

47
 Table 13: Satisfaction after sales:

Satisfaction after sales Numbers

Highly dissatisfied 4
Dissatisfied 9
Neutral 16
Satisfied 45
Highly satisfied 26

45% customers are satisfied with the after sale services

48
 Table 14: Suggesting to others

Do you suggest Yamaha to others Numbers

Yes 85
No 15

Most of the customers suggest Yamaha to others

49
 Table 15: overall satisfaction

Overall satisfaction Numbers

Highly dissatisfied 1
Dissatisfied 3
Neutral 16
Satisfied 42
Highly satisfied 38

By analyzing the above things the satisfaction of customers towards Yamaha is

good

50
FINDING OF RESEARCH,
LIMITATION
AND
SUGGESTIONS

51
 Findings of Research

From this survey it is found that the satisfaction level of customers in various categories like

different age group, gender, income levels, and factors influencing them to buy Yamaha and

satisfaction level on various factors.

coming to the satisfaction based on mileage the result was bad towards Yamaha.

the performance was good and as well as servicing is also good.

Service is not good as almost half gave other than good responses.

Friends are the major influencers in buying decision making process.

Limitations and Suggestions

Limitations

We have done this research through online mode, and the result may vary a little bit.

Suggestions:

Launch of new and different brands may turn the market oligopolistic but we definitely

increase the market share.

Looks and style must not be over stressed as compared to quality and mileage

360 degrees marketing approach with aggressive promotional campaigning’s should be

followed.

Focus more on mileage bikes as the style and performance are playing the major role.

52
 Conclusions

We conclude that from the survey we have done the Yamaha bikes are well known for their

designs and performance and the satisfaction is high towards all other factors except mileage.

Youth is the target for Yamaha, if Yamaha satisfied its customers with the mileage and free

service.

53
54