CHAPTER-I Introduction 1.1.

About the Study

Industrialization has brought vast changes in the automobile industry, because growth and development of any area requires appropriate transportation facilities. Automobile industry is one of the fastest growing sectors in our country. The rapid growth of middle class section is the primary reason for the growth of two wheeler industry. People in rural and semi urban areas are trying to elevate their life style and people in metropolitan cities are completely disappointed with the public transport system. India is the third largest manufacturer and second largest consumer of two wheelers in the world. This has been achieved due to the variety of reasons like restrictive policy of the government of India and rising demand for personal transport. The Indian two-wheeler industry made a small beginning in the early 1950s when automobile products of India (API) started manufacturing scooters in the country. Until 1958, API and Enfield were the sole producers.

In 1960, Bajaj Company set up a plant to manufacture them in technical collaboration with Piaggi of Italy.

In the mid 1980s the two wheeler market was opened to foreign competition and the market leaders-Escorts and Enfield were caught unaware by the on knight of the 100cc bikes of the fur Indo-Japanese joint ventures, with the availability of fuel efficient low power bikes. Demand swelled, resulting in Hero-Honda then the only producer of four stock bikes (100cc category), gaining a top slot. Hero Honda has tried it best by launching the new CBZ xtreme and by cosmetic changes on the new Karizma R, Suzuki also has made some cosmetic add one like alloys and new graphics on it 125cc range. Here is the latest from the other Japanese bikes. Honda and Yamaha.

Honda
Honda Motor Company, Japan with its headquarters in Tokyo, has manufacturing operation in 32 countries with 109 production bases. In 1999, Honda Motorcycle & Scooter India Pvt. Ltd was established in India. The factory is located in Manesar, in Gurgaon district in Haryana state. Its capital is 300 crore. Honda Motor cycle Pvt. Ltds production capacity is 7, 50, 000 units per year.

About Honda Motorcycle & Scooter India Pvt.Ltd.

Honda is the worlds largest manufacturer of two-wheelers, its symbol wings, represents the companys unwavering dedication in achieving goals that are unique and above all, conforming to international norms. These wings are now in India as Honda Motorcycle & Scooters India Pvt.Ltd (HMSI), a wholly owned subsidiary of Honda Motor Company Ltd., Japan. These wings are here to initiate change and make a difference in the Indian Two-wheelers industry. Hondas dream for India is not only manufacture two-wheelers of global quality, but also to meet and exceed the expectation of Indian customers with outstanding after sales support. Honda Motor Company, Japan has business division namely Twowheelers, Four wheelers and Power Products, Apart from HMSI that manufacturing two wheelers, the other business divisions in India include Honda Siel cars India Limited (HSCI) and Honda Siel Power Limited (HSPL). The Company has won three awards for its two-wheeler version ETERNO. The companys other versions are:

UNICORN. DIO. ETERNO. ACTIVA.

The principle of Honda Motors Company is dedication for supplying products of the highest quality yet at a reasonable price for worldwide customer satisfaction. The HMSI has exporting its two wheelers to 21 countries. Some of the countries are:
South Africa, Switzerland, Germany, England, Newzeland, France and etc.,

1.3Objectives of the study

The main objectives of the study are as follows:
To determine which the Honda shine respondents are satisfied.

To find out the satisfaction level in performance of Honda shine.

To identify the problem while using.

To suggest for the further improvement in the level of performance of

Honda shine.

1.5 Scope of the Study:

Successful business planning requires information about potential

target market, the competition prevailing in the market, the individual and their reactions towards the services.
This study covers the satisfaction of customers of Honda shine two-

wheelers in Coimbatore. It helps the users to reveal their opinions about the services provided by the dealer of Nobel Honda.
These views and suggestions will provide gainful information to the

manufacturer and dealers for decision making in future.

1.6 Limitations of the Study:

This survey has been limited to Coimbatore, so that may not be

generalized.
The study has undertaken only to Honda shine bikes and it may not

generalized to others bikes.

Due to times constraint, only 100 respondents are taken for the study.

1.2 STATEMENT OF THE PROBLEM

There are several numbers of Two-wheeler manufacturers producing different types and models of bike. They are playing a major role in fulfilling the transportation needs of the buyers. Many new companies, which have established name in the field of business, have also emerged as manufactures of new models of bike. The customer has certain expectation from Two wheeler Two interms of its fuel efficiency, low cost of maintenance, resale value, availability of spare parts etc., in the Two wheeler market, different brands of Bike with different types of capacity are available. Each one is having its own special features and consumers are in a dilemma to select any one of companies like Daewoo, General Motors, Mercedes Honda Honda, Tvs, Yamaha,etc. The present study is undertaken to determine the customer awareness of Honda shine bike models, to identify the factors which influence the purchase decision of the buyers of Honda shine bike models and to measure the level of satisfaction about Honda shine models.

1.7 CHAPTER SCHEME CHAPTER SCHEME:

This study has been presented in five chapters detailed below:

CHAPTER I:
This chapter deals with Introduction of e study.

CHAPTER II:
This chapter deals with About the Honda Shine Bike..

CHAPTER III:
This chapter deals with Review of Literature.

CHAPTER IV:
This chapter deals with Analysis and Interpretation of Data.

CHAPTER V:
This chapter contains findings, suggestions and conclusion of the study.

1.4 RESEARCH METHODOLOGY

The study is based on primary data. Interviewing the respondents with the help of pre-tested interview schedule to collect the primary data. First, a pilot study was conduct on a sample of respondents (that is 10% in the sample size). While having services pilot some questions were added and some modifications were made in some questions, that followed redrafting of the interview schedule in its final forms.

Research Design
Research design is purely simple frame work of the study that guides the collection and analysis of data. Research design used in this study is descriptive type of research since it seeks to measure the satisfaction level of Honda Shine.

Area of the Study

This study on customer satisfaction in Honda Shine has been limited to the customers located in Coimbatore.

Sample size
Data collection is based on the primary data. The samples of 100 respondents are taken for this study.

Sampling techniques:
Sampling techniques means, where the researcher obtain a sample from one of the population. The sampling techniques used in this study are Non-probability convenient Sampling.

Data collection tool

Interview schedules with pre-tested questions are used as data collection tool. The researcher interviews the respondents and information is filled by the researcher in interview schedule.

Nature of the data

In this study both primary as well as secondary data were used. The primary data were collected through interview schedule, which are collected first hand or and the secondary data were collected from various magazines, journals, newspapers, books, published reports in web sites.

Period of Study
The study was undertaken the period During from December 2009.

Tabulation
The data collection were put into a master table, based on that, different tables were prepared. These tables were helpful in the analysis of data.

Data analysis
The data were analyzed by using some statistical tools, analysis test. The results are represented through tables and charts.

STATISTICAL TOOLS
Simple percentage Analysis Chi-square analysis Weighted average score analysis

Chi-square analysis:
It is used to analysis the relationship between level of satisfaction and different variables. The formula for Chi-square test: Chi-square = Where O = observed data E = Expected data Expected data is calculated as follows: Row total x column total E = -------------------------------------Grand total Degree of freedom = (R - 1) x (C- 1) Where R = Number of Rows C = number of Columns (O E) 2 E

WEIGHTED AVERAGE INDRODUCTION

The analysis is made with the help of weighted average.

FACTORS
The factors used for weighted average score analysis are: Look / style Pick up Riding comfort Seating comfort Mileage Shock absorbers Display of models Availability of colors and new models Availability choice of models Trial rides Customers preference Visual merchandising