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THE ICFAI UNIVERSITY DEHRADUN

Management thesis- 2
on (Comparative study of customer satisfaction between hero Honda &bajaj bikes)

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Management thesis -2 On
(Comparative study of customers satisfaction between hero Honda &bajaj bikes)

Submitted to: Mr Gurudev (Faculty guide) Icfai university dehradun

Submitted by Neha bajaj Mba(2009-11)

ACKNOWLEDGEMENT
A formal statement of acknowledgement will hardly meet the ends of justice in the matter of expressing my deep sense of gratitude and obligation to all those who helped me in the completion of this thesis. I am indebted to my project guide Mr Gurudev singh whose versatility of creativeness, interest and enthusiasm gave a new dimension to my work with a motto- to seek, to strive, and not to yield. I would also like to thanks customers of hero Honda and bajaj their unfailing guidance and encouragement made me understand and solve my problems. For successfully accomplishment of task apart from hard work the most important requisite is the right direction and guidance and for a student these become the major part of the study.

Last but not the least, I express my gratitude to my parents who financed this project and who have been a moral support to throughout my life.

CONTENTS
SL.No 1 2 3 4 5 6 7 8 9 10 EXECUTIVE SUMMARY INTRODUCTION COMPANIES PROFILE STUDY DESIGN SAMPLE DESIGN LIMITATION INTRODUCTION TO CUSTOMER SATISFACSION SAMPLING DATA ANALYSIS AND INTERPRETATION FINDING Page. No

11 SUGGESTION 12 QUESTIONNAIRE 13 BIBILOGRAPHY

EXECUTIVE SUMMARY
Someone has rightly said that practical experience is far better and closer to the real world than mere theoretical exposure. The practical experience helps the students to view the real business world closely, which in turn widely influences their perceptions and arguments their understanding of the real situation. The phenomenon of creation is a long process requiring time, energy and dedications well as skill and experience of those people engaged in the task, ultimately in the outcome as the final form of embodiment of the creators vision. Research work constitutes the backbone of any management education program. A management student has to do research work quite frequently during his/her entire span. The research work entitled study about the customers satisfaction regarding Hero Honda and Bajaj Bikes. MBA is a stepping stone to management career in order to reach practical and concrete results. Our contemporary lives have been influenced by the advancement and growth in industry.

INTRODUCTION
Consumer satisfaction
1. Encourage Face-to-Face Dealings This is the most daunting and downright scary part of interacting with a customer. If you're not used to this sort of thing it can be a pretty nervewracking experience. Rest assured, though, it does get easier over time. It's important to meet your customers face to face at least once or even twice during the course of a project. 2. Respond to Messages Promptly & Keep Your Clients Informed This goes without saying really. We all know how annoying it is to wait days for a response to an email or phone call. It might not always be practical to deal with all customers' queries within the space of a few hours, but at least email or call them back and let them know you've received their message and you'll contact them about it as soon as possible. Even if you're not able to solve a problem right away, let the customer know you're working on it. 3. Be Friendly and Approachable A fellow Site Pointer once told me that you can hear a smile through the phone. This is very true. It's very important to be friendly, courteous and to make your clients feel like you're their friend and you're there to help them out. There will be times when you want to beat your clients over the head repeatedly with a blunt object - it happens to all of us. It's vital that you keep a clear head, respond to your clients' wishes as best you can, and at all times remain polite and courteous.

4. Have a Clearly-Defined Customer Service Policy This may not be too important when you're just starting out, but a clearly defined customer service policy is going to save you a lot of time and effort in the long run. If a customer has a problem, what should they do? If the first option doesn't work, then what? Should they contact different people for billing and technical enquiries? If they're not satisfied with any aspect of your customer service, who should they tell? There's nothing more annoying for a client than being passed from person to person, or not knowing who to turn to. Making sure they know exactly what to do at each stage of their enquiry should be of utmost importance. So make sure your customer service policy is present on your site -and anywhere else it may be useful 5. Attention to Detail (also known as 'The Little Niceties') Have you ever received a Happy Birthday email or card from a company you were a client of? Have you ever had a personalized sign-up confirmation email for a service that you could tell was typed from scratch? These little niceties can be time consuming and aren't always cost effective, but remember to do them. Even if it's as small as sending a Happy Holidays email to all your customers, it's something. It shows you care; it shows there are real people on the other end of that screen or telephone; and most importantly, it makes the customer feel welcomed, wanted and valued.

6. Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out

Sometimes this is easier said than done! However, achieving this supreme level of understanding with your clients will do wonders for your working relationship. 7. Honour Your Promises It's possible this is the most important point in this article. The simple message: when you promise something, deliver. Clients don't like to be disappointed. Sometimes, something may not get done, or you might miss a deadline through no fault of your own. Projects can be late, technology can fail and sub-contractors don't always deliver on time. In this case a quick apology and assurance it'll be ready ASAP wouldn't go a miss.

ABOUT COMPANIES

Bajaj Auto limited is one of the largest two wheeler manufacturing company in Indiaapart from producing two wheelers they also manufacture three wheelers. The companyhad started way back in 1945. Initially it used to import the two wheelers from outside,but from 1959 it started manufacturing of two wheelers in the country. By the year 1970Bajaj Auto had rolled out their 100,000th vehicle. Bajaj scooters and motor cycles havebecome an integral part of the Indian milieu and over the years have come to representthe aspirations of moder n India. Bajaj Auto also has a technical tie up with Kawasakiheavy industries of Japan to produce the latest motorcycles in India which are of worldclass quality The Bajaj Kawasaki eliminator has emerged straight out of the drawing board of Kawasaki heavy industries. The core brand values of Bajaj Auto limited includesLearning, Innovation, Perfection, Speed and Transparency.Bajaj Auto has three manufacturing units in the country at Akurdi, Waluj and Chakan inMaharashtra, western India, which produced 2,314,787 vehicles in 2005-06. The sales areb a c k e d b y a n e t w o r k o f a f t e r s a l e s s e r v i c e a n d m a i n t e n a n c e w o r k s h o p s a l l o v e r t h e country.Bajaj Auto has products which cater to every segment of the Indian two wheeler marketB a j a j C T 1 0 0 D l x o f f e r s a g r e a t v a l u e f o r m o n e y a t t h e e n t r y l e v e l . S i m i l a r l y B a j a j Discover 125 offers the consumer a great performance without making a big hole in the pocket.6 Bajaj AutoBajaj Auto was one of the earliest two wheeler manufacturers in India and is now one of the worlds largest two-wheeler and three-wheeler manufacturers. MOTORCYCLES Bajaj has redefined both the value and the premium segmentswith its motorcycles offering unique features not seen in their competitors in those classes.The entry level Platina features push to cancel indicators, uniquethrottle control, chrome graphics, fuel gauge and alloy wheelswhich are not seen on more expensive executive class machinesof its competitors.The Bajaj XCD 125 offers an excellent value proposition withits larger engine, LED tail lamp and Digital meter at the pricepoint of 100cc vehicles from its competitors.The Discover 135 is available in Disc and Drum brake variants falls between theexecutive and premium segments and is ideal for those looking for a bit of additionalpower without sacrificing too much on fuel effeciency. Recently a Sport variant has beenannounced which is expected to hit the markets shortly.In the premium segment the Bajaj range includes the Pulsar 150, 200 and 220cc variantsin the sports segment and the Avenger 200 in the cruiser segment. SCOOTERS With the launch of the Kristal, Bajaj Auto have reentered the autogeared scooter segmentand borrows a lot of technologies from the successful motorcycle range such as DTSi,ExhausTec and SNS suspension.

COMPANY HISTORY
B a j a j A u t o c a m e i n t o e x i s t e n c e o n N o v e m b e r 2 9 , 1945a s M / s B a c h r a j T r a d i n g Corporation Private Limited. It started off by selling imported two- and three-wheelers in10 India. In1959, it obtained license from theGovernment of Indiato manufacture two- and threewheelers and it went public in1960. In1970, it rolled out its 100,000th vehicle. In 1977, it managed to produce and sell 100,000 vehicles in a single financial year. In1985, it started producing at Waluj inAurangabad. In1986, i t m a n a g e d t o p r o d u c e a n d s e l l 500,000 vehicles in a single financial year. In1995, it rolled out its ten millionth vehicleand produced and sold 1 million vehicles in a year. Timeline of new releases 1971- three-wheeler goods carrier 1972-Bajaj Chetak 1976-Bajaj Super 1977- Rear engineAutorickshaw 1981-Bajaj M-50 1986-Bajaj M-80,K awasaki Bajaj KB100 1990-Bajaj Sunny 1994-Bajaj Classic 1995-Bajaj Super Excel 1997-Kawasaki Bajaj Boxer , Rear Engine Diesel Autorickshaw 1998-Kawasaki Bajaj Caliber ,Legend(India's first four-stroke scooter) 2000-Bajaj Saffir e 2001- Eliminator, Pulsar 2003-Caliber115, Bajaj Wind125,Bajaj Pulsar 2004-B a j a j C T 100, N e w B a j a j C h e t a k 4 - s t r o k e w i t h Wonder Gear ,Bajaj Discover DTS-i 2005-Bajaj Wave,Bajaj Avenger ,Bajaj Discover

2006-Bajaj Platina 2007-Bajaj Pulsar-200 Some of the models that Bajaj makes (or has made) are: Scooters Bajaj Sunny Bajaj Chetak Bajaj Cub Bajaj Super Bajaj Wave Bajaj Legend Motorcycles Kawasaki Eliminator Bajaj Pulsar Bajaj Kawasaki Wind 125 11 Bajaj Boxer Bajaj CT 100 Bajaj Platina Bajaj Caliber Bajaj Discover Bajaj Avenger Upcoming Models Bajaj Pulsar 220 DTS-Fi Bajaj Krystal Bajaj Blade Bajaj Sonic New Image The company, over the last decade has successfully changed its image from a scooter manufacturer to a two wheeler manufacturer, product range ranging from Scooterettes toScooters to Motorcycle. Its real growth in numbers has come in the last 4 years after successful introduction of a few models in the motorcycle segment.The company is headed by Rahul Baja jwho is worth more than US$1.5 billion.

Details of some bikes

Bajaj Platina

Style and fuel economy at a bargain price. The Bajaj Platina offers features not yetfound on more expensive models in the 100cc rangUsing the 97.2cc, 8.2BHP powerplant that does duty on the

CT100 the Bajaj Platinagives excellent mileage.Alloy Wheels and chrome decals make it one of the best looking 100cc motorcyclesaround.Optoprism headlamp for better lighting and safety.Spring in Spring rear suspension built to handle the rough Indian roads. Price on Road Individual : Rs. 39,500 Company : Rs. 44,350 Fuel Efficiency (Kmpl) City : 60 +/- 10% Normal : 70 +/- 10% Delivery Time 3 to 7 Days

Bajaj Discover 135 ES Add some big bike muscle without breaking the bank with the Bajaj Discove 135.With over 13BHP on tap, Disc brakes and broad rubber this is a mean machine.The bike is fully equipped with a self start, front disc brakes, six spoke alloy wheelsand a tachometer Improved handling thanks to gas charged rear shock absorbers and a broad 100/90rear tyre. Price on Road Individual : Rs. 57,60013 Company : Rs. 64,800 Fuel Efficiency (Kmpl) City : 45 +/- 10% Normal : 60 +/- 10% Delivery Time 2 to 4 Days

Bajaj Pulsar 150 ES DTSi Upgrade The Pulsar 150 in its latest avtaar sports alloy wheels, digital meters, led tail lampsand sporty side cowls along with a revised gear box and retuned engine.Power output has been upped to 13.9 BHP with torque figures also going up to 12.76Nm5 Speed gearbox now with the

standard one down rest up pattern.Digital speedo console with dual trip meters and over rev warning.Gas charges Nitrox shock absorbers aid handling Price on Road Individual : Rs. 67,550 Company : Rs. 76,100 Fuel Efficiency (Kmpl) City : 45 +/- 10% Normal : 55 +/- 10%14 Delivery Time 2 to 4 Days

Bajaj Pulsar 200 DTSI Powered by the smoothest engine of the Bajaj Pulsar range with perhaps the mostattractive looks in the Pulsar range this performance motorcycle never fails toimpress.Delivering almost 20 BHP the engine delivers great performance without seemingstressed.Gas filled shock absorbers and broad tubeless tyres and a well sorted chassis makefor excellent handling. Price on Road Individual : Rs. 81,050 Company : Rs. 90,850 Fuel Efficiency (Kmpl) City : 30 +/- 10% Normal : 40 +/- 10% Delivery Time 7 to 15 Days

Bajaj Pulsar 220 DTS Fi With the Pulsar 220 the engineers at Bajaj Auto have pushed the envelope andintroduced the Indian motorcycle market to the world of performance biking.The 20PS engine has fuel injection for optimum performance.Oil cooler keeps the oil maintain the right viscosity for better lubrication.Front and rear disc brakes, tubeless tyres and powerful headlights for improvedsafety. Price on Road Individual : Rs. 98,150 Company : Rs. 110,100 Fuel Efficiency (Kmpl) City : 30 +/- 10% Normal : 40 +/- 10% Delivery Time 7 to 15 Days

Bajaj Avenger 200 Put your feet up and relax, enjoy the padded seat and watch the scenery as you eatthe miles away.Featuring a slightly detuned version of the 200cc powerplant that does duty in thePulsar 200 this bike develops a healthy 17.5 PS.Oil cooler ensures that the lube retains its optimum viscosity for longer engine lifeand performance.Broad tyres and disc brakes for a safe and steady ride. Price on Road Individual : Rs. 78,550 Company : Rs. 88,100 Fuel Efficiency (Kmpl) City : 30 +/- 10% Normal : 40 +/- 10% Delivery Time 7 to 15 Days

India has the largest number of two wheelers in the world with 41.6 millionvehicles. India has a mix of 30 percent automobiles and 70 percent two wheelers in thecountry. India was the second largest two wheeler manufacturer in the world starting inthe 1950s with the birth of Automobile Products of India (API) that manufacturedscooters. API manufactured the Lambrettas but, another company, Bajaj Auto Ltd.surpassed API and remained through the turn of the century from its association withPiaggio of Italy (manufacturer of Vespa).The license raj that existed between the1940s to1980s in India, did not allow foreigncompanies to enter the market and imports were tightly controlled. This regulatory maze,before the economic liberalization, made business easier for local players to have asellers market. Customers in India were forced to wait 12 years to buy a scooter fromBajaj. The CEO of Bajaj commented that he did not need a marketing department, only adispatch department. By the year 1990, Bajaj had a waiting list that was twenty-six timesits annual output for scooters.The motorcycle segment had the same long wait times with three manufacturers; RoyalEnfield, Ideal Jawa, and Escorts. Royal Enfield made a 350cc Bullet with the only fourstroke engine at that time and took the higher end of the market but, there was littlecompetition for their customers. Ideal Jawa and Escorts took the middle and lower end of the market respectively.In the mid-1980s, the Indian government regulations changed and permitted foreigncompanies to enter the Indian market through minority joint ventures. The two-wheeler market changed with four Indo-Japanese joint ventures: Hero Honda, TVS Suzuki, BajajKawasaki and Kinetic Honda. The entry of these foreign companies changed the Indianmarket dynamics from the supply side to the demand side. With a larger selection of two-wheelers on the Indian market, consumers started to gain influence over the products theybought and raised higher customer expectations. The industry produced more models,styling options, prices, and different fuel efficiencies. The foreign companies newtechnologies helped make the products more reliable and with better quality. Indiancompanies had to change to keep up with their global counterparts..Hero Honda has a wide variety of models ranging from the CD Deluxe in the value for money market to the recently upgraded Karizma R which has set the new norm in theperformance segment.Old favourites like the Splendor + and Passion + have been upgraded and joined byvariants such as the Splendor NXG.In the growing 125cc segment the Super Splendor and Glamour sport the new 125ccQuantum Core engine and are gaining popularity.The Hero Honda CBZ

Xtreme and its sibling the Hunk compete with each other in the performance segmnt

HEADQUARTERS
Hero Honda Motorcycles Limited is an Indian manufacturer of motorcycles andscooters. Hero Honda is a joint venture that began in 1984 between the Hero group of IndiaandHondafromJapan. It has been the world's biggest manufacturer of 2-wheeled motorized vehicles since 2001, when it produced 1.3 million motorbikes in a single year.Hero Honda's Splendor is the world's largest selling motorcycle citation needed Its 2 plants arein Dharuhera and Gurgaon, both inHaryana, India. It specializes in dual use motorcyclesthat are low powered but very fuel efficient

Content
1 Models o1.1 Bikes 2 CompanyProfile o2.1 Just-in-Time o2.2 Ancillarisation o2.3 Dealer Networ k o2.4 Financial Planning o2.5 Quality o2.6 Diversification 3 External links [ Models ] Bikes Hero HondaSplendor Plus

Hero Honda Passion Plus Hero Honda Karizma Hero Honda CBZ Hero Honda Super Splendor Hero Honda CD Dawn Hero Honda CD Deluxe Hero Honda Achiever Hero Honda Glamour Hero Honda Ambition

Company Profile
Hero, is the brand name used by the Munjal brothers in the year 1956 with the flagshipcompany Hero Cycles. The two-wheeler manufacturing business of bicycle componentshad originally started in the 1940s and turned into the worlds largest bicyclemanufacturer today. Hero, is a name synonymous with two-wheelers in India today. TheMunjals roll their own steel, make free wheel bicycle critical components and havediversified into different ventures like product design. The Hero Group philosophy is:To provide excellent transportation to the common man at easily affordable prices and toprovide total satisfaction in all its spheres of activity. The Hero group vision is to buildlong lasting relationships with everyone (customers, workers, dealers and vendors). TheHero Group has a passion for setting higher standards and Engineering Satisfaction isthe prime motivation, way of life and work culture of the Group.In the year 1984, Mr. Brijmohan Lal Munjal, the Chairman and Managing Director of Hero Honda Motors (HHM), headed an alliance between the Munjal family and HondaMotor Company Ltd. (HMC). HHM Mission Statement is: We, at Hero Honda, arecontinuously striving for synergy between technology, systems, and human resources toprovide products and services that meet the quality, performance, and price aspirations of our customers. While doing so, we maintain the highest standards of ethics and societalresponsibilities, constantly innovate products and processes, and develop teams that keepthe momentum going to take the company to excellence in the new millennium. Thisalliance became one of the most successful joint ventures in India, until the year 1999when HMC had announced a 100% subsidiary, Honda Motorcycle & Scooter India(HMSI). This announcement caused the HHM stock price to decrease by 30 percent thatsame day. Munjal had to come up with some new strategic decisions as, HMSI and other foreign new entry companies were causing increased intensity of rivalry for HHM. == Growth == The business growth of Hero Honda has been phenomenal throughout itsearly days. The Munjal family started a modest business of bicycle components. HeroGroup expanded so big that by 2002 they had sold 86 million bicycles producing 16000bicycles a day. Today Hero Honda has an assembly line of 9 different models of motorcycles available. It holds the record for most popular bike in the world by sales for Its Splendor model. Hero Honda Motors Limited was established in joint venture withHonda Motors of Japan in 1984, to manufacture motorcycles. It is currently the largestproducer of Two Wheelers in the world. It sold 3 million bikes in the year 2005-2006.Recently it has also entered in scooter manufacturing, with its model PLEASURE mainlyaimed at girls. The Hero Group has done

business differently right from the start and thatis what has helped them to achieve breakthrough in the competitive two-wheeler market.The Group's low key, but focused, style of management has earned the company plauditsamidst investors, employees, vendors and dealers, as also worldwide recognition.The growth of the Group through the years has been influenced by a number of factors: [ Just-in-Time ]

The Hero Group through the Hero Cycles Division was the first to introduce the conceptof just-in-time inventory. The Group boasts of superb operational efficiencies. Everyassembly line worker operates two machines simultaneously to save time and improveproductivity. The fact that most of the machines are either developed or fabricated in-house, has resulted in low inventory levels. In Hero Cycles Limited, the just-in-timeinventory principle has been working since the beginning of production in the unit and isfunctional even till date.. This is the Japanese style of production and in India; Hero isprobably the only company to have mastered the art of the just-in-time inventoryprinciple. [ Ancillarisation ] An integral part of the Group strategy of doing business differently was providingsupport to ancillary units. There are over 300 ancillary units today, whose production isdedicated to Hero's requirements and also a large number of other vendors, which includesome of the better known companies in the automotive segment. Employee Policy:Another Striking feature within the Hero Group is the commitment and dedication of itsworkers. There is no organized labor union and family members of employees find readyemployment within Hero. The philosophy with regard to labor management is "Hero isgrowing, grow with Hero." When it comes to workers' benefits, the Hero Group is knownfor providing facilities, further ahead of the industry norms. Long before other companiesdid so, Hero was giving its employees a uniform allowance, as well as House RentAllowance (HRA) and Leave Travel Allowance (LTA). Extra benefits took the form of medical check-ups, not just for workers, but also for the immediate family members . [ Dealer Network ] The relationship of Hero Group with their dealers is unique in its closeness. The dealersare considered a part of the Hero family. A nation-wide dealer network comprising of over 5,000 outlets, and have a formidable distribution system in place. Sales agents fromHero travels to all the corners of the country, visiting dealers and send back dailypostcards with information on the stock position that day, turnover, fresh purchases,anticipated demand and also competitor action in the region. The manufacturing unitshave a separate department to handle dealer complaints and problems and the firstresponse is always given in 24 hours.

[ Financial Planning ] The Hero Group benefits from the Group Chairman's financial acumen and his grasp ontechnology, manufacturing and marketing. Group Company, Hero Cycles Limited has oneof the highest labor productivity rates in the world. In Hero Honda Motors Limited, thefocus is on financial and raw material management and a low employee turnover.

[ Quality ]

Quality at Hero is attained not just by modern plants and equipment and through latesttechnology, but by enforcing a strict discipline. At the Group factories, attaining qualitystandards is an everyday practice - a strictly pursued discipline. It comes from anamalgamation of the latest technology with deep-rooted experience derived from nearlyfour decades of hard labor. It is an attitude that masters the challenge of growth andchange - change in consumers' perceptions about products and new aspirations arisingfrom a new generation of buyers.Constant technology up gradation ensures that the Group stays in the global mainstreamand maintains its competitive edge. With each of its foreign collaborations, the Groupgoes onto strengthen its quality measures as per the book. The Group also employs theservices of independent experts from around the world to assist in new design andproduction processes. [ Diversification ] Throughout the years of enormous growth, the Group Chairman, Mr. Lall has activelylooked at diversification. A considerable level of backward integration in itsmanufacturing activities has been ample in the Group's growth and led to theestablishment of the Hero Cycles Cold Rolling Division, Munjal and Sunbeam Castings,Munjal Auto Components and Munjal Showa Limited amongst other component-manufacturing units.Then there were the expansion into the automotive segment with the setting up of Majestic Auto Limited, where the first indigenously designed moped, Hero Majestic,went into commercial production in 1978. Then came Hero Motors which introducedHero Puch, in collaboration with global technology leader Steyr Daimler Puch of Austria.Hero Honda Motors was established in 1984 to manufacture 100 cc motorcycles.The Hero Group also took a venture into other segments like exports, financial services,information technology, which includes customer response services and softwaredevelopment. Further expansion is expected in the areas of Insurance andTelecommunication.The Hero Group's phenomenal growth is the result of constant innovations, a close watchon costs and the dynamic leadership of the Group Chairman, characterized by a culture of entrepreneurship, of right attitudes and building stronger relationships with investors,partners, vendors and dealers and customers.

DETAILS OF SOME BIKES OF HERO HONDA

Hero Honda Splendor Plus The world best selling motorcycle keeps its commitment of a trouble free, economicalcommuter.The Splendor Plus is constantly evolving and features bright multireflector headlight, taillight and indicators for improved safety.Die Cast Alloy wheels are now standard and the updated graphics provide acontemporary look to this proven performer. Price on Road Individual : Rs. 49,550 Company : Rs. 56,350 Fuel Efficiency (Kmpl) City : 60 +/- 10% Normal : 75 +/- 10% Delivery Time 4 to 7 Days

Hero Honda Passion Plus One of the most attractive bikes in the executive segment the Passion Plus integratesthe proven 100cc power mill of the Splendor in a body that exudes style.The Passion Plus has always been a stunner with its two tone graphics, bodycoloured mirrors and large instrument cluster.New bright multi-reflector headlight, tail light and indicators provide improvedsafety while the updated graphics and black finish alloy wheels and engine provide acontemporary look to this proven performer. Price on Road Individual : Rs. 51,300 Company : Rs. 58,250 Fuel Efficiency (Kmpl) City : 55 +/- 10% Normal : 70 +/- 10% Delivery Time 4 to 7 Day

Hero Honda Passion Plus One of the most attractive bikes in the executive segment the Passion Plus integratesthe proven 100cc power mill of the Splendor in a body that exudes style.The Passion Plus has always been a stunner with its two tone graphics, bodycoloured mirrors and large instrument cluster.

New bright multi-reflector headlight, tail light and indicators provide improvedsafety while the updated graphics and black finish alloy wheels and engine provide acontemporary look to this proven performer. Price on Road Individual : Rs. 51,300 Company : Rs. 58,250 Fuel Efficiency (Kmpl) City : 55 +/- 10% Normal : 70 +/- 10% Delivery Time 4 to 7 Days

Hero Honda Hunk Muscular styling and aggressive lines matched with a powerful 14.2 PS engine mqkefor an attractive machine.Gas filled shock absorbers provide excellent suspension and great handling.Three dial instrument console has painted dials that match the muscular over allsporty styling of the bike. Price on Road Individual : Rs. 68,100Company : Rs. 77,050 Fuel Efficiency (Kmpl) City : 40 +/- 10 Normal : 50 +/- 10% Delivery Time 4 to 7 Days

Hero Honda Pleasure Easy to handle and attractively packaged this scooter from Hero Honda hastremendous appeal for ladies.102cc engine with excellent reliability and adequate power for most applications.Light weight ABS body in a wide variety of attractive colours.Body coloured mirrors and large speedo console add to the looks.Tuffup tube that immediately seals the tube in case of a puncture. Price on Road Individual : Rs. 44,150 Company : Rs. 49,400 Fuel Efficiency (Kmpl) City : +/- 10%Normal : +/- 10% Delivery Time 15 to 20n days

Hero Honda Splendor NXG The new generation Splendor NXG has more contemporary styling and increased power output backed by impeccable pedigree.The engine has been fine tuned and now delivers 7.7PS without sacrificing on mileage.Smart angular fairing, sporty tank lines and attractive 5 spoke cast alloy wheels add to theattractive styling of the motorcycle. Price on Road Individual : Rs. 48,700 Company : Rs. 55,250 Fuel Efficiency (Kmpl) City : 60 +/- 10% Normal : 75 +/- 10% Delivery Time 4 to 7 Day

Hero Honda Karizma R Easily the most comfortable big bike in India the Karizma is a great motorcycle toeat away the miles.The 223cc engine develops 17 BHP and is super smooth through the rev range.Aided by a refined gearbox the powerplant never feels stressed.A long wheelbase (1355 mm), good suspension and excellent brakes aid the stabiltiyand handling of this motorcycle.The speedo console housed in its attractive fairing features a digital speedometer,trip meter and clock. Price on Road Individual : Rs. 87,100 Company : Rs. 98,050 Fuel Efficiency (Kmpl) City : 30 +/- 10% Normal : 40 +/- 10% Delivery Time 7 to 10 Days

IMPACT OF RECESSION ON THE TWO WHEELER INDUSTRY

Two Wheelers registered minor growth of 1.85 % during April December 2008.However, Two Wheelers sales recorded 15.43 percent fall in December 2008 over thesame month last year. In two wheeler segment, Hero Honda has witnessed 10% fall(215,931 units in Dec 2008) in sales as compared to December 2007 (240,532 units).Bajaj Automobile has registered 33% fall in its over all two wheeler sells, compared tolast year. The company has reported 37% negative growth in bike sells.Due to the recession, the medium class which is the ultimate target customer of the twowheeler industry lost their job. So they started saving money and cancelled there plan of taking the new vehicles, which affected the two wheeler industry as the production isgoing on but the demand is short. In the above described record the two major firms inthis sector are facing problem regarding their sales.It is sacrilege to say that the world economy has been undergoing with the huge crisis.And automobile industry is not far behind in league. Undoubtedly, the coming timewould be a challenge for the automobile industry. Bike manufacturers have alreadystarted facing the problems, loan & finance for new bike is not available easily in semiurban & rural market. Banks and other financial institutions have baked out from finance.The result of layoff due to the recession affected the whole world a lot and every sector isfacing the problem in form of declining sales. Indian auto mobile industry of noexception is also affected by it. The car manufacturers are delaying their new productlaunch and waiting for the condition of the economy to get stabilize so that they canlaunch the new product.Due to the shortage of demand the production is getting affected which is affecting theindustries so they are forced to opt for the cost cutting measures resulting in the layoff.

STUDY DESIGN
RESEARCH METHODOLOGY
It is well known fact that the most important step in marketing research process isto define the problem. Choose for investigation because a problem well defined is half solved. That was the reason that at most care was taken while defining various parametersof the problem. After giving through brain storming session, objectives were selected andthe set on the base of these objectives. A questionnaire was designed major emphasis of which was gathering new ideas or insight so as to determine and bind out solution to theproblems. DATASOURCE Research included gathering both Primary and Secondary data. Primary data Is the first hand data, which are selected a fresh and thus happen to be original in character.Primary Data was crucial to know various customers and past consumer views aboutbikes and to calculate the market share of this brand in regards to other brands. Secondary data Are those which has been collected by some one else and which already have been passed through statistical process. Secondary data has been taken frominternet, newspaper, magazines and companies web sites. RESEARCH APPROACH The research approach was used survey method which is a widely used methodfor data collection and best suited for descriptive type of research survey includesresearch instrument like questionnaire which can be structured and unstructured. Targetpopulation is well identified and various methods like personal interviews and telephoneinterviews are employed. SAMPLING UNIT It gives the target population that will be sampled. This research was carried in dehradun(UK) These were 100 respondents. DATACOMPLETIONANDANALYSIS After the data has been collected, it was tabulated and findings of the project werepresented followed by analysis and interpretation to reach certain conclusions.

SCOPE OF THE STUDY

My project is based on the comparative Study of Bajaj & Hero Honda and the data will be taken in DEHRADUN. This study is helpful in -: 1. Formulating new strategies about product promotion and customer Satisfaction/attention. 2 .Recommending innovative ideas about product development for the companies studies. 3.Suggest new strategies to satisfy the customers.

LIMITATIONS

1. Research work was carried out in DEHRADUN only the finding may not be applicable to the other parts of the country because of social and cultural differences. 2. The sample was collected using connivance-sampling techniques. As such result maynot give an exact representation of the population. 3. Shortage of time is also reason for incomprehensiveness. 4. The views of the people are biased therefore it doesnt reflect true picture

DATA ANALYSiS AND INTERPRETATION

Q1) Which Bike do you have? Hero Honda 38 Bajaj 37 Any Other 15

15 38 HERO HONDA BAJAJ 37 ANY OTHER

From the above data it evident thatfrom 100 people 38 people prefer Hero Honda bikes 37 Bajaj and 15 people prefer other bikes.

Q2) Which Model do you have? Hero Honda: Splendor Passion Karizma Other

13 10 8 7

HERO HONDA
7

13 SPLENDER PASSION KARISMA 10 OTHER

Bajaj: CT 100 Discover Pulsar Other

20 10 25 7

BAJAJ
7 20 CT100 DISCOVER 25 10 PULSAR OTHER

From above data it evident that most people prefer Bajaj bikes. Q3) In which Family Income do you Fall? 100000-200000 22 200000-300000 45 300000-400000 23 Above 400000 10

10 23

22 100000-200000 200000-300000 300000-4000000 45 ABOVE 400000

From above data it evident that 22% people fall in the income level of 100000200000.45% people in 200000-300000 ,23% in 300000-4000000,10% in above 400000.

Q4) for how long do you own a Bike? 0-1 year 34 1-2 year 29 2-3 year 26 Above 3 years 11

11 26

34 0-1 year 1-2 year 2-3 year 29 above 3 years

Q5) For what purpose do you use your Motor Bike? Office Purpose Joy Personal Purpose Other 60 13 20 7

13

7 office purpose

20

60

personal purpose joy other

Q6) How do you come to know about this Motor Bike? Newspaper Television Magazines Friends/Relatives 20 45 15 20

20

20 newspaper

15

television magazines 45 friends

Q7) Does Advertisement Influence your decision in choosing a Motor Bike? Yes No Cant say 50 32 18

18 50 32 yes no can't say

Q8) Do you have full knowledge about Bikes before buying? Yes No 65 35

35

yes 65 no

Q9) Which factor below influence your decision? Price Mileage Quality Resale Value Status Symbol 30 20 25 10 15

15 10

30 price mileazge quality

25

20

resale status

Q10) How would you rate the following factors of bikes with respect to different companies? Hero Honda Bajaj 1. Mileage Hero Honda Bajaj 2. Price Hero Honda Bajaj 3. Pick up Hero Honda Bajaj 4.Maintenance Hero honda Bajaj 5. Look/Shape Hero Honda Bajaj 6. Brand Image Hero Honda Bajaj

80 70 60 50 40 30 20 10 0 mileage price maintenance pick up hero honda bajaj

Q11) In new bike with good feature comes in, then would you like to change your bikes? Yes 60 No 20 Cant say 30

30 yes 60 20 no can't say

CONCLUTION
1. Most of the Pulsar, CBZ & Karizma are purchased by young generation 18 to 30because they prefer stylish looks and rest of the models of Hero Honda are purchasedmore by daily users who needs more average of bikes than looks. 2. . Hero Honda is considered to be most fuel-efficient bike on Indian roads. 3. Service & Spare parts are available throughout India in local markets also.

4. While buying a motorcycle, economy is the main consideration in form of maintenance cost, fuel efficiency. 5. Majority of the respondent had bought their motorcycle more than 3 years. 6. Most of the people prefer bajaj bikes because look and shape of the bikes. 7. The price of the bajaj bikes are high in coparision with hero Honda.

RECOMMENDATIONS
Bajaj should introduce some more models having more engine power. Hero Honda should think about fuel efficiency in case of upper segment bikes. More service centers should be opened.

Maintenance cost and the availability of the spare parts should also be givendue importance. They also introduce some good finance/discount schemes for students.

The price should be economic.

QUESTIONNAIRE
NAME: - CONTACT NO. AGE:15-20 20-25 25-30 Above 30 OCCUPATION: Businessman Student Employee Other

Q1) Which Bike do you have? Hero Honda Bajaj Any Other Q2) Which Model do you have? Hero Honda: Splendor Passion Karizma Other Bajaj: CT 100 Discover Pulsar Other Q3) In which Family Income do you Fall? 100000-200000 200000-300000 300000-400000 Above 400000

Q4) For how long do you own a Bike? 0-1 year 1-2 year 2-3 year above 3 years Q5) For what purpose do you use your Motor Bike? Office Purpose Personal Purpose Joy Other Q6) How do you come to know about this Motor Bike? Newspaper Television Magazines Friends/Relatives

Q7) Does Advertisement Influence your decision in choosing a Motor Bike? Yes No Cant say Q8) Do you have full knowledge about Bikes before buying? Yes No

Q9) Which factor below influence your decision? Price Mileage Quality Resale Value Status Symbol

Q10) How would you rate the following factors of bikes with respect to different companies? Hero Honda Bajaj 1. Mileage Hero Honda Bajaj 2. Price Hero Honda Bajaj 3. Pick up Hero Honda Bajaj 4.Maintenance Hero honda Bajaj 5. Look/Shape Hero Honda Bajaj 6. Brand Image Hero Honda Bajaj Q11) In new bike with good feature comes in, then would you like to change your bikes? Yes No Cant say Q12) Any Suggestions for Company

References
1. 2. 3. 4. 5. 6. The Economic times. www.bajajauto.com. www.herohonda.com. www.google.com. www.twowheeler.com www.extrememachines.com

Words of thanks

I take the opportunity to pay hearty regards to Mr. Gurudev singh sir for for providing me their kind support for completion of my report. I am grateful to all those who directly or indirely supported me in completion of this project wheather it was moral support,financial or providing appropriate support during different phases of the report. As a result I could accomplish my project successfully.