A PROJECT REPORT ON

A survey on Customer Satisfaction of Hero Honda and Bajaj bikes

FOR

MASTER OF MANAGEMENT STUDIES (MMS) UNIVERSITY OF KALYAN

SUBMITTED TO SAKET GYANPEETS

SAKET COLLEGE OF MANAGEMENT

KALYAN(E)

UNDER THE GUIDANCE OF PROF. SIDDHI MADDHALKAR SUBMITTED BY

BRIJESH R. CHAUHAN
MMS- IV Roll No 10 Marketing

CERTIFICATE

This is to certify that __________________________________has successfully completed the project work as a part of academic fulfillment of Masters of Management Studies (M.M.S.) semester IV examination.

Name & Signature of Project Guide

Date : _________________

DIRECTOR SAKET COLLEGE OF MANAGEMENT

DECLARATION

I, Brijesh R. Chauhan of Master of Management Studies Semester IV of Saket College of Management, hereby declare that I have successfully completed this Project on A survey on Customer satisfaction of Hero Honda and Bajaj Bikes in the academic year 2011-12 The information incorporated in this project is true and original to the best of my knowledge.

_____________________________ Signature

Contents
Sr.no 1 2 3 3. 1 3. 2 3. 3 4 5 6 8 7 8 9 Products Distribution network Market Share Key Findings HUL in Rural Recommendations Conclusion 15 34 40 47 59 70 71 History 9 Present stature: 7 Topic Executive Summery Objectives of Project About HUL Company profile 4 Page no. 2 3

Executive Summary
Title of the project: A survey on Customer Satisfaction of Hero Honda and Bajaj bikes. Project Guide: Prof. Siddhi Maddhalkar OBJECTIVES :
1. 2. 3. 4. To analyze the customer satisfaction. To analyze the customer preference To analyze after sales services of bikes. To study the behavioral factors of consumers in motor bikes.

Summary of the Project:

India has the largest number of two wheelers in the world with 41.6 million vehicles. So it is much necessary to find out the level of satisfaction amongst the customers using bikes. In India many two wheeler manufacture are present, but Hero Honda and Bajaj automobiles are the major players. In this project research has been conducted in Kalyan city,so as to find out the level of the satisfaction amongst the consumers, this research also shows the factors influencing the purchase decision of the customer,their preferences towards the bikes,and their valuable suggestions. Brief history of Hero Honda and Bajaj automobiles has been included Primary data in this research was obtained through questionnaires and direct interview. Findings and observations are obtain through this project, are fully explained with the help of the graphs, pie charts. Hero Honda is considered to be most fuel-efficient bike on Indian roads.Service & Spare parts are available throughout India in local markets also.While buying a motorcycle, economy is the main consideration in form of maintenance cost, fuel efficiency.

OBJECTIVES

1. To analyze the customer satisfaction. 2. To know the customer satisfaction towards both Hero Honda and Bajaj bikes. 3. To analyze the customer preference. 4. To know the features in the bikes, that attracts the customers. 5. To analyze after sales services of bikes. 6. To know the satisfaction level of the customer while taking after sales service. 7. To study the behavioral factors of consumers in motor bikes. 8. To know the factors which influence the buying decision of the customers.

Statement of the Problem:

The knowledge of post purchase consumer perception of a product and level of satisfaction with a product is essential for the manufacturers of a product in order to get an idea about what the general consumer perceives about the product. This helps the manufacturer to know where his product is lacking as compared with a competitor. Now-a-days the competitors are Suzuki, Yamaha, Honda and TVS, in the twowheeler market. It is much important to any manufacturer to understand the level of satisfaction to their product and they should manufacture and provide the services to their customers in such a way that it should provide complete satisfaction to its customers. Then only they can compete in this competitive world. Hence today study aims at analysis of Consumer Satisfaction towards Hero Honda and Bajaj bikes.

RESEARCH METHODOLOGY
It is well known fact that the most important step in marketing research process is to 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 parameters of the problem. After giving through brain storming session, objectives were selected and the 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 the problems.

DATA SOURCE 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 about bikes 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 from internet, newspaper, magazines and companies web sites.

RESEARCH APPROACH The research approach was used survey method which is a widely used method for data collection and best suited for descriptive type of research survey includes research instrument like questionnaire which can be structured and unstructured. Target population is well identified and various methods like personal interviews and telephone interviews are employed.

SAMPLING UNIT It gives the target population that will be sampled. This research was carried in Kalyan. These were 100 respondents.

DATA COMPLETION AND ANALYSIS

After the data has been collected, it was tabulated and findings of the project were presented followed by analysis and interpretation to reach certain conclusions.

Scope of the Study: The study covers the overall consumer opinion survey on Hero Honda and Bajaj bikes and is restricted to Kalyan only. The study is done to analyses the consumer satisfaction towards the Hero Honda and Bajaj bikes.

METHODOLOGY OF THE STUDY

Sources of Data Primary Sources. Secondary Sources.

Primary Sources: Primary sources are original sources directly collected data that have not been previously collected. Primary data in this research was obtained through questionnaires and direct interview. to collect information on responses requiring an explanation and also information vital to the study but not covered in the questionnaires.

Secondary Sources: These are sources containing data that have been collected and compiled for another purpose. Secondary data for the study is obtained through the companys brochure and information from library and through internet source

DATA PROCESSING AND ANALYSIS:

Validation: The researches routinely checked some proportion of questionnaire in order to check, whether an accurate sample was obtained.

Editing: In the second step the researches edited the data and some of the questions were found not necessary in order to extract the relevant information. Hence the questions prepared are modified in order to extract the relevant information.

Coding: Pre coding is done which involves identification and classification of each response.

Transcription: Since direct tabulation from the edited data is difficult the researcher used the transcription process [in a long work sheet] rather than obtain tabulation directly.

Literature Review
INTROUDCTION TO AUTOMOBILE INDUSTRY History of two wheelers: The Britannica Encyclopedia describes a motorcycle as a bicycle or tricycle propelled by an internal-combustion engine (or, less often, by an electric engine). The motors on mini-bikes, scooters, and mopeds, or motorized velocipedes, are usually air-cooled and range from 25 to 250 cubic cm (1.5 to 15 cubic inches) in displacement; the multiple-cylinder motorcycles have displacements of more than 1,300 cubic cm. The automobile was the reply to the 19th-century dream of self-propelling the horse drawn carriage. Similarly, the invention of the motorcycle created the selfpropelled bicycle. The first commercial design was a three-wheeler built by Edward Butler in Great Britain in 1884. This employed a horizontal single-cylinder gasoline engine mounted between two steer able front wheels and connected by a drive chain to the rear wheel. The 1900s saw the conversion of many bicycles, or pedal cycles by adding small, centrally mounted spark ignition engines. There was then felt the need for reliable constructions. This led to road trial tests and competition between manufacturers. Tourist Trophy (TT) races were held on the Isle of Man in 1907 as reliability or endurance races. Such were the proving ground for many new ideas from early two-stroke-cycle designs to supercharged, multivalent engines mounted on aerodynamic, carbonfiber reinforced bodywork.

Invention of Two Wheelers

The invention of the first two-wheeler is a much-debated issue. "Who invented the first motorcycle?" may seem like a simple question, but the answer is quite complicated. Two-wheelers owe their descent to the "safety" bicycle, i.e., bicycles with front and rear wheels of the same size, with a pedal crank mechanism to drive the rear wheel. Those bicycles, in turn descended from high-wheel bicycles. The high-wheelers descended from an early type of pushbike, without pedals, propelled by the rider's feet pushing against the ground. These appeared around 1800, used iron-banded wagon wheels, and were called "bone-crushers," both for their jarring ride, and their tendency to toss their riders. Gottlieb Daimler (who later teamed up with Karl Benz to form the Daimler-Benz Corporation) is credited with building the first motorcycle in 1885, one wheel in the front and one in the back, although it had a smaller spring-loaded outrigger wheel on each side. It was constructed mostly of wood, the wheels were of the iron-banded wooden-spoke wagon-type, and it definitely had a "bone-crusher" chassis! This two-wheeler was powered by a single-cylinder Otto-cycle engine, and may have had a spray-type carburetor. (Wilhelm May Bach, Daimler's assistant, was working on the invention of the spray carburetor at the time). If two wheels with steam propulsion can be called a motorcycle, then the first one may have been American. One such machine was demonstrated at fairs and circuses in the eastern US in 1867. This was built by one Sylvester Howard Roper of Roxbury, Massachusetts. There is an existing example of a Roper machine, dated 1869. A charcoal-fired two-cylinder engine, whose connecting rods directly drive a crank on the rear wheel, powers it. This machine predates the invention of the safety bicycle by many years, so its chassis is also based on the "bone-crusher" bike.

History of
India has the largest number of two wheelers in the world with 41.6 million vehicles. India has a mix of 30 percent automobiles and 70 percent two wheelers in the country. India was the second largest two wheeler manufacturer in the world starting in the 1950s with the birth of Automobile Products of India (API) that manufactured scooters. API manufactured the Lambrettas but, another company, Bajaj Auto Ltd. surpassed API and remained through the turn of the century from its association with Piaggio of Italy (manufacturer of Vespa). The license raj that existed between the1940s to1980s in India, did not allow foreign companies to enter the market and imports were tightly controlled. This regulatory maze, before the economic liberalization, made business easier for local players to have a sellers market. Customers in India were forced to wait 12 years to buy a scooter from Bajaj. The CEO of Bajaj commented that he did not need a marketing department, only a dispatch department. By the year 1990, Bajaj had a waiting list that was twenty-six times its annual output for scooters. The motorcycle segment had the same long wait times with three manufacturers; Royal Enfield, Ideal Jawa, and Escorts. Royal Enfield made a 350cc Bullet with the only four-stroke engine at that time and took the higher end of the market but, there was little competition 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 foreign companies to enter the Indian market through minority joint ventures. The two-wheeler market changed with four Indo-Japanese joint ventures: Hero Honda, TVS Suzuki, Bajaj Kawasaki and Kinetic Honda. The entry of these foreign companies changed the Indian market 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 they bought and raised higher customer expectations. The industry produced more models, styling options, prices, and different fuel efficiencies. The foreign companies new technologies helped make the products more reliable and with better quality. Indian companies had to change to keep up with their global counterparts.

BOARD OF DIRECTORS
No. Name of the Directors 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 Mr. Brijmohan Lall Munjal Mr. Pawan Munjal Mr. Toshiaki Nakagawa Mr. Takao Eguchi Mr. Satyanand Munjal Mr. Om Prakash Munjal Mr. Tatsuhiro Oyama Mr. Masahiro Takedagawa Mr. Narinder Nath Vohra Mr. Pradeep Dinodia Gen.(Retd.) Ved Prakash Malik Mr. Analjit Singh Dr. Pritam Singh Ms. Shobhana Bhartia Dr. Vijay Laxman Kelkar Designation Chairman & Whole-time Director Managing Director Jt. Managing Director Whole-time Director Non-executive Director Non-executive Director Non-executive Director Non-executive Director Non-executive & Independent Director Non-executive & Independent Director Non-executive & Independent Director Non-executive & Independent Director Non-executive & Independent Director Non-executive & Independent Director Non-executive & Independent Director

COMPANY PROFILE
Hero, is the brand name used by the Munjal brothers in the year 1956 with the flagship company Hero Cycles. The two-wheeler manufacturing business of bicycle components had originally started in the 1940s and turned into the worlds largest bicycle manufacturer today. Hero is a name synonymous with two-wheelers in India today. The Munjals roll their own steel, make free wheel bicycle critical components and have diversified into different ventures like product design. The Hero Group philosophy is: To provide excellent transportation to the common man at easily affordable prices and to provide total satisfaction in all its spheres of activity. The Hero group vision is to build long lasting relationships with everyone (customers, workers, dealers and vendors). The Hero Group has a passion for setting higher standards and Engineering Satisfaction is the 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 Honda Motor Company Ltd. (HMC). HHM Mission Statement is: We, at Hero Honda, are continuously striving for synergy between technology, systems, and human resources to provide 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 societal responsibilities, constantly innovate products and processes, and develop teams that keep the momentum going to take the company to excellence in the new millennium. This alliance became one of the most successful joint ventures in India, until the year 1999 when HMC had announced a 100% subsidiary, Honda Motorcycle & Scooter India (HMSI). This announcement caused the HHM stock price to decrease by 30 percent that same 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 its early days. The Munjal family started a modest business of bicycle components. Hero Group expanded so big that by 2002 they had sold 86 million bicycles producing 16000 bicycles 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 with Honda Motors of Japan in 1984, to manufacture motorcycles. It is currently the largest producer 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 mainly aimed at girls. The Hero Group has done business differently right from the start and that is what has helped them to achieve break-through in the competitive two-wheeler market. The Group's low key, but focused, style of management has earned the company plaudits amidst 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 concept of just-in-time inventory. The Group boasts of superb operational efficiencies. Every assembly line worker operates two machines simultaneously to save time and improve productivity. 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-time inventory principle has been working since the beginning of production in the unit and is functional even till date.. This is the Japanese style of production and in India; Hero is probably the only company to have mastered the art of the just-in-time inventory principle.

Dealer Network
The relationship of Hero Group with their dealers is unique in its closeness. The dealers are 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 from Hero travels to all the corners of the country, visiting dealers and send back daily postcards with information on the stock position that day, turnover, fresh purchases, anticipated demand and also competitor action in the region. The manufacturing units have a separate department to handle dealer complaints and problems and the first response is always given in 24 hours.

Financial Planning
The Hero Group benefits from the Group Chairman's financial acumen and his grasp on technology, manufacturing and marketing. Group Company, Hero Cycles Limited has one of the highest labor productivity rates in the world. In Hero Honda Motors Limited, the focus 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 latest technology, but by enforcing a strict discipline. At the Group factories, attaining quality standards is an everyday practice - a strictly pursued discipline. It comes from an amalgamation of the latest technology with deep-rooted experience derived from nearly four decades of hard labor. It is an attitude that masters the challenge of growth and change - change in consumers' perceptions about products and new aspirations arising from a new generation of buyers. Constant technology up gradation ensures that the Group stays in the global mainstream and maintains its competitive edge. With each of its foreign collaborations, the Group goes onto strengthen its quality measures as per the book. The Group also employs the services of independent experts from around the world to assist in new design and production processes.

Diversification Throughout the years of enormous growth, the Group Chairman, Mr. Lall has actively looked at diversification. A considerable level of backward integration in its manufacturing activities has been ample in the Group's growth and led to the establishment 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 introduced Hero 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 software development. Further expansion is expected in the areas of Insurance and Telecommunication. The Hero Group's phenomenal growth is the result of constant innovations, a close watch on 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.

Bikes Models

Hero Honda Splendor 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

History of Bajaj

Bajaj Auto limited is one of the largest two wheeler manufacturing company in India apart from producing two wheelers they also manufacture three wheelers. The company had 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 1970 Bajaj Auto had rolled out their 100,000th vehicle. Bajaj scooters and motor cycles have become an integral part of the Indian milieu and over the years have come to represent the aspirations of modern India. Bajaj Auto also has a technical tie up with Kawasaki heavy industries of Japan to produce the latest motorcycles in India which are of world class 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 includes Learning, Innovation, Perfection, Speed and Transparency. Bajaj Auto has three manufacturing units in the country at Akurdi, Waluj and Chakan in Maharashtra, western India, which produced 2,314,787 vehicles in 2005-06. The sales are backed by a network of after sales service andnmaintenance workshops all over the country. Bajaj Auto has products which cater to every segment of the Indian two wheeler market Bajaj CT 100 Dlx offers a great value for money at the entry level. Similarly Bajaj Discover 125 offers the consumer a great performance without making a big hole in the pocket.

PROFILE:
Founder Year of Establishment Industry Business Group Listings & its codes Presence Jamnalal Bajaj 1926 Automotive - Two & Three Wheelers The Bajaj Group BSE Code: 500490; NSE - Code: BAJAJAUTO Distribution network covers 50 countries.

Dominant presence in Sri Lanka, Bangladesh, Columbia, Guatemala, Peru, Egypt, Iran and Indonesia. Joint Venture Registered & Head Office Kawasaki Heavy Industries of Japan Akurdi Pune - 411035 India Tel.: +(91)-(20)-27472851 Fax: +(91)-(20)-27473398 Works

Akurdi, Pune 411035 Bajaj Nagar, Waluj Aurangabad 431136 Chakan Industrial Area, Chakan, Pune 411501 rahulbajaj@bajajauto.co.in www.bajajauto.com

E-mail Website

Bajaj Auto came into existence on November 29, 1945 as M/s Bachraj Trading Corporation Private Limited. It started off by selling imported two- and three-wheelers in India. In 1959, it obtained license from the Government of India to manufacture two- and three-wheelers and it went public in 1960. In 1970, it rolled out its 100,000th vehicle. In 1977, it managed to produce and sell 100,000 vehicles in a single financial year. In 1985, it started producing at Waluj in Aurangabad. In 1986, it managed to produce and sell 500,000 vehicles in a single financial year. In 1995, it rolled out its ten millionth vehicle and 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 engine Autorickshaw 1981 - Bajaj M-50 1986 - Bajaj M-80, Kawasaki 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 Saffire 2001 - Eliminator, Pulsar 2003 - Caliber115, Bajaj Wind 125, Bajaj Pulsar 2004 - Bajaj CT 100, New Bajaj Chetak 4-stroke with Wonder Gear, Bajaj Discover DTS-i 2005 - Bajaj Wave, Bajaj Avenger, Bajaj Discover 2006 - Bajaj Platina 2007 - Bajaj Pulsar-200 Scooters

Bajaj Sunny

Bajaj Chetak Bajaj Cub Bajaj Super Bajaj Wave Bajaj Legend Motorcycles Kawasaki Eliminator Bajaj Pulsar Bajaj Kawasaki Wind 125 Bajaj Boxer Bajaj CT 100 Bajaj Platina Bajaj Caliber Bajaj Discover Bajaj Avenger Bajaj Pulsar 220 DTS-Fi Upcoming Models

Bajaj Krystal Bajaj Blade Bajaj Sonic Bajaj XCD String

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 Scooters 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 Bajaj who is worth more than US$1.5 billion.

Anaiysis and Interpretation

Pie Chart showing age group of the respondents:

10 12

4 >20 yrs 20-30 yrs 66 30-40 yrs < 50 yrs

It can be inferred that most of the respondents are of the age group between 20-30. ANALYSIS: Above table shows that 66 percent of the respondents fall under the age group of 20 30 years, 12 percent of the respondents fall under the age group of 40 50 years, 10 percent of respondents fall under the age group of 30 40 years, 8 percent of the respondents fall under the age group of 50 years and above, 4 percent of respondents fall under the age group of below 20 years.

Marital Status
Marital Status

80% 60% 40% 20% 0%

62% 38%

Married Unmarried

INFERENCE: Hence, we can infer that most respondents are married. Graph Showing customers profession:

35% 30% 25% 20% 15% 10% 5% 0% 20% 12% 4% 34% 30%

Series1

INFERENCE: Hence, we can say that majority of respondents are employees

Graph Showing Income level of the consumers:

Y axis is in percentage

INTERPRETATION: - The maximum numbers of customers that are using these bikes fall in the income group of 200000-300000. While this ratio is minimum in case of customers whose income level fall between 300000-400000

Graph Showing customers with their respective bikes

25% 40% Hero honda Bajaj 35% Others

Graph Showing Preference of the Consumers towards Hero Honda Bikes:

39% 40% 30% 20% 10% 0% Splendor Passion Series1 Karizma Others 7% Series1 32% 22%

INTERPRETATION: - Most of the consumers prefer Splendor, followed by Passion

Graph Showing Preference of the Consumers towards Bajaj Bikes:

40% 30% 20% 10% 0% Platina Discover 14% 21%

35% 30%

Series1

Series1 Pulsar Other

INTERPRETATION: - Most of the consumers prefer Pulsar

Graph Showing the period for which customers has their bikes:

11% 34% 26% 0-1 yr 1-2yrs 2-3yrs 29% above 3yrs

INTERPRETATION: - It is observed that mostly the customers are having new bikes.

Graph Showing the Purpose of the Consumer towards purchasing the bike:
35% 30% 25% 20% 15% 10% 5% 0% Office purpose Personal purpose Joy purpose Other Hero Honda Bajaj

INTERPRETATION:- The customers are using their bikes mostly for official and personal purpose. Customers mostly prefers Hero Honda bikes for office purpose while Bajaj is prefered for the enjoyment purpose.

Does Advertisement Influence your decision in choosing a Motor Bike?

80% 60% 40% 20% 0%

67%

23% 10% Yes No Can't say Series1

Series1

Out of the sample size of customers, 67% customers agree with the fact that advertisements play a very significant role in influencing their behavior to choose the bike. On the other hand 23% customers do not agree to this fact. While remaining 10%customers are not sure about it.

Graph showing Consumer Satisfaction:

10% 25% Yes 65% No Can't say

INTERPRETATION:- Out of the sample size of 100 customers, 65 customers says that they are satisfied with the performance of their bikes. On the other hand 25 customers are not satisfied with the performance of the bikes that they are having. While the remaining 10 customers are unable to say anything.

Graph shows Factor Influence their purchase decision:

Hero Honda
30% 25% 20% 15% 10% 5% 0% Price Mileage Quality Resale value Status Symbol 15% 26% 18% 11% 30% Hero Honda

INTERPRETATION:- In Hero Honda bikes the mileage of the bike and the value that it adds to the status symbol of the customers influences the decision criteria of most of the customers.

Bajaj
25% 20% 15% 10% 5% 0% Price Mileage Quality Resale value Status Symbol 25% 18% 19% 14% 24%

Bajaj

INTERPRETATION:- In Bajaj bikes customers gets more influenced by the price and quality of the bike and also they think that it adds value to their prestige.

Graph Showing features considered while purchasing bikes:

90% 80% 70% 60% 50% 40% 30% 20% 10% 0%

Hero Honda Bajaj

INTERPRETATION: - It is observed that in rating of different features of different bikes people give maximum rating to the look and shape of the bike. At the second level they give their rating to the pick up. At the third level they rate mileage. And at the fourth level they give points to maintenance. At last they rate price and brand image.

Would you like to recommend others to buy

45% 40% 35% 30% 25% 20% 15% 10% 5% 0% Hero Honda Bajaj Other 41% Series1 30% 29%

INTERPRETATION: - Most of the respondent recommends Hero Honda,while 30% recommends Bajaj bikes

How satisfied with the after sales service you received for your vehicle?

70% 60% 50% 40% 30% 20% 10% 0%

64%

30% Series1

6% Satisfied Unsatisfied cant say Series1

INTERPRETATION: - Majority of the customers are satisfied with the after sales serivce. While 6% customers just now purchase their bikes,not able to say anything.

Graph Showing Most Valuable Brand:

Most Valuable Brand

39%

61%

Hero Honda Bajaj

INTERPRETATION: - Majority of the respondents thinks that Hero Honda is the most valuable brand and second prefernce gives to Bajaj bikes

Findings
During this research project I came in to contact with many customers who are having bikes. It has been found that in Hero Honda mostly the customers are having splendor while the ratio of the customers using Passion, Karizma and other bikes are comparatively low. In Bajaj the customers are giving more preference to Discover and Pulsar models. The maximum numbers of customers that are using these bikes fall in the income group of 200000-300000. Customers below the age group of 20 years mostly prefers Pulsar. It has been observed that the customers are using their bikes mostly for official and personal purpose. It is observed that the awareness of Hero Honda bikes mostly comes from friends while of Bajaj and the awareness comes from newspapers and televisions. When the customers are asked that are they satisfied with the performance of their bikes then most of them agrees to the fact. It has been seen that In Hero Honda bikes the mileage of the bike and the value that it adds to the status symbol of the customers influences the decision criteria of most of the customers.

 In Bajaj bikes customers gets more influenced by the price and quality of the bike and also they think that it adds value to their prestige. It is observed that in rating of different features of different bikes people give maximum rating to the look and shape of the bike. At the second level they give their rating to the pick up. At the third level they rate mileage. It is observed that the customers of Hero Honda bikes are not ready to change their bikes even if a new bike comes in with good features. While majority of the customers of Bajaj and TVS are ready to change their bikes if new bike provides some good features to them.

LIMITATIONS
1. Research work was carried out only in Kalyan, 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 may not give an exact representation of the population.

3.

Shortage of time is also reason for incomprehensiveness. The views of the people are biased therefore it doesnt reflect true picture.

4.

RECOMMENDATIONS
In order to attract non users promotional strategies like advertising, free- test drive camps, demonstration camps may be made use of. Most of the respondents feel the free-service period is not sufficient so the company can look into this factor. The company should Decrease the price of spare parts because it is considered expensive by the respondents. Splendor must try to hold on to the respondents of the age group of 20 30 years and try to capture the market of younger generation. This can be done by changing the design making it more sleek, modern and stylish. Hero Honda should think about fuel efficiency in case of upper segment bikes. They also introduce some good finance/discount schemes for students.

More service centers should be opened

CONCLUSIONS
Most of the Pulsar, CBZ & Karizma are purchased by young generation 18 to 30 years because they prefer stylish looks and rest of the models of Hero Honda, and Bajaj are purchased more by daily users who needs more average of bikes than looks. Hero Honda is considered to be most fuel-efficient bike on Indian roads. Service & Spare parts are available throughout India in local markets also. While buying a motorcycle, economy is the main consideration in form of maintenance cost, fuel efficiency. Majority of the respondent had bought their motorcycle more than 3 years.

QUESTIONNAIRE
1. Name :

2. Age: 4

> 20 yr 0-50yr

20-30yr <50yr

30-40yr

Marital Status:

Married

Unmarried

Educational Qualification: No formal Education PUC 5. Occupation: Student Employed Business Matriculation Graduation and above

Professional Others 6. In which Family Income do you Fall? 100000-200000 200000-300000 300000-400000 Above 400000 7. Which Bike do you have? Hero Honda Bajaj Other 8. For how long do you own a Bike? 0-1 year 2-3 year

1-2 year above 3 years

9. Which Model do you have? Hero Honda: Splendor Karizma Bajaj: CT 100 Pulsar

Passion Other Discover Other

10. For what purpose do you use your Motor Bike? Office Purpose Personal Purpose Joy Purpose Other 11. How do you come to know about this Motor Bike? Newspaper Television Magazines Friends/Relatives 12. Are you satisfied with the performance of the bike that you are currently having? Yes No Cant say 13. Does Advertisement Influence your decision in choosing a Motor Bike? Yes No Cant say 14. Do you have full knowledge about Bikes before buying? Yes No Cant say

15. Which factor below influence your decision? Price Mileage Resale Value Status Symbol

Quality

16. How would you rate the following factors of bikes with respect to different companies? Hero Honda Bajaj Mileage Price Pick up Maintenance Look/Shape Brand Image 17. If new bike with good feature comes in, then would you like to change your bikes? Yes No Cant say 18. Would you like to recommend others to buy .. Hero Honda 19. Bajaj Other

Which brand according to you is Most valuable brand? Hero Honda Bajaj

20.

How satisfied with the after sales service you received for your vehicle? Fully satisfied Satisfied

Unsatisfied 21. Any Suggestions for Company Date:

Signature: