A

RESEARCH REPORT
ON

“A COMPARATIVE STUDY OF CUSTOMER

SATISFACTION TOWARD PERFORMANCE OF HERO
HONDA, TVS AND BAJAJ BIKES”
(A CASE OF BAREILLY CITY)

SUBMITTED FOR APPROVAL FOR CONDUCT OF FIELD

RESEARCH FOR PARTIAL FULLFILLMENT OF THE MASTER IN
BUSINESS ADMINISTRATION DEGREE FROM U.P. TECHNICAL
UNIVERSITY, LUCKNOW

Under the Kind Guidance of: Submitted By:

Mr. PANKAJ DIXIT DESH RAJ SINGH
Co-ordinator Management M.B.A. IV - Sem
R.B.M.I. Bareilly Roll No. :-0701670033

SUBMITTED TO:
DEPARTMENT OF BUSINESS ADMINISTRATION
RAKSHPAL BAHADUR MANAGEMENT INSTITUTE,
BAREILLY (U.P.)
 DECLERATION

I, Desh Raj Singh, student of M.B.A IV sem (university roll no.0701670033)

at RBMI; hereby declare that I have completed my research report on the topic titled
“A COMPARATIVE STUDY OF CUSTOMER SATISFACTION TOWARD
PERFORMANCE OF HERO HONDA, TVS AND BAJAJ BIKES” as a compulsory
part of my course curriculum.

The information provided in the report is original and has not been copied
from anywhere.

This report is not submitted to any other university/institute for the award of
any other degree/diploma.

DESH RAJ SINGH

MBA IV Sem.
Roll No. 0701670033
 ACKNOWLEDGEMENT

“NO MAN IS COMPLETE IN KNOWLEDGE BUT SINGLE

RAY OF KNOWLEDGE CAN BE HELPFUL TO MAN”.

The research on “A COMPARATIVE STUDY OF CUSTOMER

SATISFACTION TOWARD PERFORMANCE OF HERO HONDA, TVS AND BAJAJ
BIKES” has been given to me as part of the curriculum in Two-Years Masters Degree
in Business Administration.

I have tried my best to present this information as clearly as possible using

basic terms that I hope will be comprehended by the widest spectrum of researchers,
analysts and students for further studies.
I have completed this study under the able guidance and supervision of Mr.
Pankaj Dixit; I will be failed in my duty if I do not acknowledge the esteemed
scholarly guidance, assistance and knowledge. I have received from them towards
fruitful and timely completion of this work.

Mere acknowledgement may not redeem the debt I owe to my parents for their
direct/indirect support during the entire course of this project.

“GUIDANCE IS THE BEST IN THE WAY

PROGRESS”.

I also thankful to my friend who helped me a lot in the completion of this

project.

DESH RAJ SINGH

 CONTENTS

1. HISTORY OF BAJAJ

 Profile

 Key Person

 Bajaj Introduction

 Company History

 Timeline Of New Release

2. HISTORY OF HERO HONDA

 Board Of Directors

 Company Profile

3. HISTORY OF TVS
4. OBJECTIVES OF THE RESEARCH

5. RESEARCH METHODOLOGY

 Data Source
 Research Approach
 Sampling Unit
 Data Completion And Analysis
 Scope

6. LIMITATION OF RESEARCH STUDY

7. ANALYSIS AND INTERPRETATION

8. FINDINGS

9. CONCLUSION

10. RECOMMENDATION

11. BIBLIOGRAPHY

12.QUETIONNAIRE
 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 and maintenance work
shops 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 Jamnalal Bajaj

Year of Establishment 1926

Industry Automotive - Two & Three Wheelers

Business Group The Bajaj Group

Listings & its codes BSE – Code: 500490; NSE - Code: BAJAJAUTO

Presence Distribution network covers 50 countries.

Dominant presence in Sri Lanka, Bangladesh,
Columbia, Guatemala, Peru, Egypt, Iran and
Indonesia.

Joint Venture Kawasaki Heavy Industries of Japan

Registered & Head Office 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

E-mail rahulbajaj@bajajauto.co.in

Website www.bajajauto.com

KEY PERSONS:
Board of Directors

Rahul Bajaj Chairman

Madhur Bajaj Vice Chairman & Whole-Time Director

Rajiv Bajaj Managing Director

Sanjiv Bajaj Executive Director

D.S. Mehta Whole-Time Director

Kantikumar R. Podar Director

Shekhar Bajaj Director

D.J. Balaji Rao Director

J.N. Godrej Director

S.H. Khan Director

Mrs. Suman Kirloskar Director

Naresh Chandra Director

Nanoo Pamnani Director

Manish Kejriwal Director

P Murari Director

Niraj Bajaj Director

Committees of the Board

Audit Committee

S.H. Khan Chairman

D.J. Balaji Rao

J.N. Godrej

Naresh Chandra

Nanoo Pamnani
Shareholders’ & Investors’ Grievance committee

D.J. Balaji Rao Chairman

J.N. Godrej

Naresh Chandra

S. H. Khan

Remuneration committee

D.J. Balaji Rao Chairman

S.H. Khan

Naresh Chandra

Registered under the Indian Companies Act, VII of 1913

REGISTERED OFFICE Akurdi, Pune 411 035

WORKS Akurdi, Pune 411 035

Bajaj Nagar, Waluj Aurangabad 431 136
Chakan Industrial Area, Chakan, Pune 411 501
Bajaj Autos Ltd.

Bajaj Auto Limited

Type Public

Founded 1945

Headquarters Pune, India

Key people Rahul Bajaj (Chairman)

Revenue Rs. 1,01,063 billion (2006) or USD 1.87 billion

Net income Rs. 17,016 billion

Employees ???

Website www.bajajauto.com

Bajaj Auto is a major Indian automobile manufacturer. It is India's largest and the
world's 4th largest two- and three-wheeler maker. It is based in Pune, Maharashtra,
with plants in Waluj near Aurangabad, Akurdi and Chakan, near Pune. Bajaj Auto
makes motorscooters, motorcycles and the auto rickshaw.

COMPANY'S HISTORY
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 Scooterettes
to 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.

 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 1950’s 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 seller’s 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 Designation

1 Mr. Brijmohan Lall Munjal Chairman & Whole-time Director

2 Mr. Pawan Munjal Managing Director

3 Mr. Toshiaki Nakagawa Jt. Managing Director

4 Mr. Takao Eguchi Whole-time Director

5 Mr. Satyanand Munjal Non-executive Director

6 Mr. Om Prakash Munjal Non-executive Director

7 Mr. Tatsuhiro Oyama Non-executive Director

8 Mr. Masahiro Takedagawa Non-executive Director

9 Mr. Narinder Nath Vohra Non-executive & Independent Director

10 Mr. Pradeep Dinodia Non-executive & Independent Director

11 Gen.(Retd.) Ved Prakash Malik Non-executive & Independent Director

12 Mr. Analjit Singh Non-executive & Independent Director

13 Dr. Pritam Singh Non-executive & Independent Director

14 Ms. Shobhana Bhartia Non-executive & Independent Director

15 Dr. Vijay Laxman Kelkar Non-executive & Independent Director

Hero Honda Motorcycle Ltd.

Type Public company BSE:HEROHONDA M

Founded January 19, 1984 in Gurgaon, Haryana, India

Headquarters Haryana, India

Om Prakash Munjal, Founder

Key people Mr. Brijmohan Lall Munjal, Chairman

Mr. Toshiaki Nakagawa, Joint Managing Director

Mr. Pawan Munjal, Managing Director

Industry Automotive

Products Motorcycles, Scooters

Revenue U$ 2.8 billion

Website http://www.herohonda.com/site/home/home.asp

HERO HONDA HEADQUARTERS

Hero Honda Motorcycles Limited is an Indian manufacturer of motorcycles and
scooters. Hero Honda is a joint venture that began in 1984 between the Hero group of
India and Honda from Japan. 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. Its 2
plants are in Dharuhera and Gurgaon, both in Haryana, India. It specializes in dual use
motorcycles that are low powered but very fuel efficient.

[ Models ]
Bikes

 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

Hero Honda "Splendor" Model

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 1940’s and turned into the world’s 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.

GROWTHThe 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.

Ancillarisation

An integral part of the Group strategy of doing business differently was providing
support to ancillary units. There are over 300 ancillary units today, whose production
is dedicated to Hero's requirements and also a large number of other vendors, which
include some of the better known companies in the automotive segment. Employee
Policy:

Another Striking feature within the Hero Group is the commitment and dedication of
its workers. There is no organized labor union and family members of employees find
ready employment within Hero. The philosophy with regard to labor management is
"Hero is growing, grow with Hero." When it comes to workers' benefits, the Hero
Group is known for providing facilities, further ahead of the industry norms. Long
before other companies did so, Hero was giving its employees a uniform allowance,
as well as House Rent Allowance (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
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
TVS MOTOR COMPANY

The TVS group was established in 1911 by Shri. T. V. Sundaram Iyengar. As

one of India’s largest industrial entities it epitomizes Trust, Value and Service. It all
began way back in 1984 when Sundaram Clayton Limited (A TVS Group company)
introduced its 50 CC mopeds in the arena of road racing, notching up unbelievable
speeds of 105 kmph. Since then, there has been no looking back for TVS Motor
Company. TVS Racing was established in 1987 with the objective of improving the
performance of its bikes. Over the years it has provided valuable data, design inputs,
development of reliable motorcycle models, excellent vehicle dynamics & handling
etc. The true evidence of it is seen in today's TVS Victor and TVS Fiero. Today, there
are over thirty companies in the TVS Group, employing more than 40,000 people
worldwide and with a turnover in excess of USD 2.2 billion.

With steady growth, expansion and diversification, TVS commands a strong

presence in manufacturing of two-wheelers, auto components and computer
peripherals. We also have vibrant businesses in the distribution of heavy commercial
vehicles passenger cars, finance and insurance.

TVS Motor Company Limited, the flagship company of the USD 2.2 billion
TVS Group, is the third largest two-wheeler manufacturer in India and among the top
ten in the world, with an annual turnover of over USD 650 million.

The year 1980 is one to be remembered for the Indian two-wheeler industry,
with the roll out of TVS 50, India's first two-seater moped that ushered in an era of
affordable personal transportation. For the Indian Automobile sector, it was a
breakthrough to be etched in history. TVS Motor Company is the first two-wheeler
manufacturer in the world to be honoured with the hallmark of Japanese Quality –
The Deming Prize for Total Quality Management.
MANY FIRSTS TO THE AUTOMOTIVE INDUSTRY IN
INDIA

TVS has been at the forefront in bringing a revolution in the way personal
commutation was happening, way back in the 1980s. Beginning with launching a
simple, easy-to-use moped for the middle class in India in the 1980s to launching 7
new bikes in a single day (first time in the history of the automotive industry in the
world), TVS has often taken the unbeaten path to innovation.

Ushering in the personal transportation revolution

1980 Launched TVS 50, India's first 2 seater 50 cc moped

1984 First Indian company to introduce 100 cc Indo - Japanese motorcycles

Launched India's First indigenous scooterette (sub - 100 cc variomatic) -
1994
TVS Scooty
Introduced India's first catalytic converter enabled motorcycle, the 110 cc
1996
Shogun
1997 Introduced India's first 5 speed motorcycle, Shaolin

2000 Launched India's first 150 cc, 4 stroke motorcycle - The Fiero
Launched India's first fully indigenously designed and manufactured
2001
motorcycle.
Launched the revolutionary VT-I engine for the best in class mileage in
2004
TVS Centra
2006 Launched TVS Apache - first bike to win 6 awards in a row
Apache RTR - first two wheeler in India to have racing inspired engine and
2007
features.
TVS Flame, TVS Scooty Electric Vehicle and Three wheeler TVS King
2008
launched.
 TVS MOTORS LIMITED.

TVS Motors

Type Private Conglomerate (BSE)

Founded in 1911 by Shri.T V Sundaram Iyengar

Headquarters Chennai, Tamilnadu, India

Key people Mr.Venu Srinivasan Chairman

Products Motorcycles,Mopeds,Ungeared scooters, Automotive components

Revenue USD 2.2 billion (FY 2006)

Employees 5,633 (2007)

Website www.tvsmotor.in

TV Sundaram Iyengar and Sons Limited (TVSs) is the holding company for the
TVS Group of companies engaged in the manufacturing of almost all kinds of
automotive components, best two wheelers and a few other industrial products. They
are also into the financial services sector. The turnover of the entire group was close
to $2 billion in 2003.TVS was founded by T. V. Sundaram Iyengar in 1911.

It is the only automotive manufacturer in India to get the prestigious Deming Prize.
One of its subsidiaries Sundaram Clayton was the first company in India to receive
the Deming allowed by Sundaram Brake Linings also getting the Deming Prize. This
prize is "given to organizations or divisions of organizations that have achieved
distinctive performance improvement through the application of TQM in a designated
year." Sundaram Clayton went on to be awarded the Japan Quality Medal.

The TVS group of companies is mainly situated in Padi, Tamil Nadu, in the outskirts
of Chennai (formerly Madras).

TVS MOTORS

TVS Motor Company has its origin in SUndaram CLayton Limited, Moped Division,
started in 1980. The factory was started in Hosur, Tamilnadu in southern India. The
first product launched was a 50 cc moped, which appealed to the masses because of
its capability to carry two people. In the same location, the same promotors started
another company in 1984, in collaboration with Suzuki Motor Corporation of Japan,
for the manufacture of 100 cc motorcycles under the brand name of Ind-Suzuki
Motorcycles. Subsequently in the moped division was bought by Ind Suzuki
Motorcycles in 1987 and the company changed its name to TVS Suzuki Ltd. Even
though the company started producing all kinds of two wheelers like mopeds, scooters
and motorcycles, the collaboration with Suzuki continued for the motorcycles only.
The collaboration with Suzuki Motor Corporation ended in 2001 and since then the
name of the company changed to TVS Motor Company. The company now develops
all types of two-wheelers through its own in house R&D facility and manufactures in
three locations in India, Hosur in Tamlnadu, Mysore in Karnataka and Baddi in
Himachal Pradesh. It has recently started a new manufacturing plant in Indonesia to
cater to the South east Asian market. The Chairman and Managing Director of the
Company is Mr. Venu Srinivasan who is the grandson of TV Sundaram Iyengar.

TVS Group Companies

  Sundaram Brake Linings
 Sundaram Fastners
 Southern Roadways
 Sundaram Finance
 Sundharams Private Limited
 Brakes India Limited

THE MAJOR PRODUCTS

Motorcycles

 TVS Ind Suzuki AX 100

 TVS MAX 100
 TVS MAX R 100
 TVS Supra
 TVS Suzuki Samurai
 TVS Suzuki Shogun
 TVS Suzuki Shaolin
 TVS Suzuki Fiero
 TVS Fiero
 TVS Star
 TVS Star City
 TVS Star city deluxe
 TVS Star Sport
 TVS Fiero F2
 TVS Fiero FX
 TVS Centra
 TVS Victor (110 cc)
 TVS Victor GLX (125 cc)
 TVS Victor EDGE (125 cc)
 TVS Flame (125 cc,ccvti technology)
 TVS Apache (150 cc,13.7 Ps @8500rpm)
 TVS Apache RTR 160
 TVS Apache RTR 160 EFI (Electronic Fuel Injection)
 TVS Flame
Scooterettes

 TVS Scooty ES (60 cc)

 TVS Scooty KS (60 cc)
 TVS Scooty Pep (75 cc)
 TVS Scooty Pep + (90 cc)
 TVS Teenz
 TVS Teenz Electric

Mopeds

 TVS XL 50(50 cc)

 TVS XL (60 cc
 TVS Eco
 TVS Astra
 TVS XL Super (60 cc)
 TVS XL Super Heavy Duty
 TVS Champ (60 cc)
 TVS Super Champ (60 cc)
BAJAJ PULSAR 150

Price (ex-showroom, Mumbai)

Rs 49,400-53,000

Top speed 107kph

0-60kph 6.25sec

Kpl 59.6 (overall)

HERO HONDA CBZ X-TREME

Price Rs 56000

Displacement 150 cc

Weight: 141 Kgs (Kick Start) /

143 Kgs (Electric Start)

4-stroke single cylinder

Idle engine speed 1400 rpm

TVS APACHE

Price: Rs.58,600/- (Pune)

Displacement 150 cc

Good Balance, Good brakes

4-stroke single cylinder

Electric start & kick start

option

Six-spoke black alloy wheels

OBJECTIVES OF THE RESEARCH

1. To analyze the customer satisfaction.

2. To analyze the customer preference.

3. To know which manufacturer is providing better services.

4. To analyze after sales services of bikes.

5. To study the behavioral factors of consumers in motor bikes.

6. To suggest various factors to improve sales.

 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
Bareilly (Distt Bareilly).

These were 90 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

My project was based on the A COMPARATIVE STUDY OF CUSTOMER

SATISFACTION TOWARD PERFORMANCE OF HERO HONDA, TVS AND
BAJAJ BIKES and data was taken in the City Bareilly only.
 LIMITATIONS

1. Research work was carried out in one Distt of U.P. (BAREILLY) 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

may not 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 doesn’t reflect true picture.
 Q1) Which bike do you have?

Hero Honda 30

Bajaj 30

Any other 30

INTERPRETATION: - Out of the sample size of 90 customers, 30 customers are of

Hero Honda, 30 are of Bajaj and 30 customers of TVS bikes are taken into
consideration.
Q2) Which Model do you Have?

Hero Honda Bajaj TVS

Splender 13 CT 100 5 Flame 4

Passion 5 Discover 11 Star City 9

Karizma 2 Pulsar 10 Apache 7

Any other 10 Any other 4 Any other 10

HERO HONDA
INTERPRETATION: - In Hero Honda mostly the customers are having splendor
while the ratio of the customers using Passion, Karizma and other bikes are
comparatively low.

BAJAJ

INTERPRETATION: - In Bajaj the customers are giving more preference to Discover

and Pulsar models.

TVS
 INTERPRETATION:- In TVS Bikes the customers are givig more preference
to the other models rather than Flame,Starcityand Apache.

Q3) In which family Income level do you Fall?

100000-200000 22

200000-300000 45

300000-400000 23

above 400000 10
 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.

Q4) For how long do you own a bike?

0-1 year 34

1-2 year 29

2-3 year 26

above 3 year 11
 INTERPRETATION: - It is observed that mostly the customers are having
new bikes.

Q5) For what purpose do you use your Motor Bike?

Hero Honda Bajaj TVS

Office Purpose 13 42 38

Personal purpose 17 15 27
 Joy Purpose 10 18 10

Other 40 15 15

INTERPRETATION:- The customers are using their bikes mostly for official and
personal purpose.
 Q6) How do you come to know about this Motor Bike?

Hero Honda Bajaj TVS

Newspaper 28 33 22

Television 22 28 18

Magazine 8 16 28

Friends & Relative 37 13 22

INTERPRETATION: - It is observed that the awareness of Hero Honda bikes

mostly comes from friends while of Bajaj and TVS the awareness comes from
newspapers and televisions.
 Q7) Does Advertisement Influence your decision in choosing a Motor
Bike?

Yes 65

No 15

Can’t say 10

INTERPRETATION: - Out of the sample size of 90 customers, 65 customers agrees

with the fact that advertisements play a very significant role in influencing their
behavior to choose the bike. On the other hand 15 customers do not agree to this fact.
While remaining 10 customers are not sure about it.
 Q8 Are you satisfied with the performance of the bike that you are
currently havin?

Yes 55

No 28

Can’t say 7

INTERPRETATION:- Out of the sample size of 90 customers, 55 customers says that

they are satisfied with the performance of their bikes. On the other hand 28 customers
are not satisfied with the performance of the bikes that they are having. While the
remaining 10 customers are unable to say anything.
Q9) Do you have full knowledge about Bikes before buying?

Hero Honda Bajaj

TVS

42 34

Yes 37

37 27

No 22

Can’t Say 11 29

31
 INTERPRETATION:- It is observed that most of the customers are having full
knowledge of the bike before purchasing.

Q10) Which Factor below Influence your decision?

Hero Honda Bajaj TVS

Price 17 22 28

Mileage 28 15 15

Quality 11 20 16

Resale Value 12 14 17

Status symbol 32 19 14

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
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.

TVS

INTERPRETATION: - In TVS bike the economic price of the bikes influences the
buying behavior of the customers.

Q11) How would you rate the following factors of Bikes with respect to different
company?

Hero Honda Bajaj TVS

74% 72%
Mileage 68%

Price 68% 65% 47%

Pick up 70% 80% 62%

Maintenance 58% 62% 74%

Look & Shape 85% 80% 72%

Brand Image 53% 55% 69%

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.
 Q12) If new Bike with good features comes in, then would you like to change your bike?

Hero Honda Bajaj TVS

Yes 10 16 14

No 16 11 11

Can’t say 4 3 5

INTERPRETATION:- 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.
 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 and in case of TVS Bikes the customers are givig more preference to
the other models rather than Flame,Starcityand Apache. The maximum numbers of
customers that are using these bikes fall in the income group of 200000-300000.

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 TVS the awareness comes from
newspapers and televisions. Out of the sample size of 90 customers, 65 customers
agree with the fact that advertisements play a very significant role in influencing their
behavior to choose the bike. On the other hand 15 customers do not agree to this fact.
While remaining 10 customers are not sure about it.

When the customers are asked that are they satisfied with the performance of
their bikes then most of them agrees to the fact. Out of the sample size of 90
customers, 55 customers says that they are satisfied with the performance of their
bikes. On the other hand 28 customers are not satisfied with the performance of the
bikes that they are having. While the remaining 10 customers are unable to say
anything. It is observed that most of the customers are having full knowledge of the
bike before purchasing

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. While in
case of TVS bike the economic price of the bikes influences the buying behavior of
the customers.

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.
 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.
 Conclusion

1. Most of the Flame, Apache, 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, TVS and Bajaj are purchased more 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.
 RECOMMENDATIONS

1. Bajaj should introduce some more models having more engine power.

2. Hero Honda should think about fuel efficiency in case of upper segment

bikes.

3. More service centers should be opened.

4. Maintenance cost and the availability of the spare parts should also be

given due importance.

5. They also introduce some good finance/discount schemes for students.

6. The price should be economic.

BIBLIOGRAPHY

1. www.herohonda.com

2. www.google.com

3. www.bajaj.com

4. www.twowheeler.com

5. www.extrememachines.com
 QUESTIONNAIRE
NAME: - ………………………………………………

CONTACT NO ……………………………………….

AGE:- 15-20 20-25

25.30 Above 30

OCCUPATION:- Businessman Employee

Student Other

Q1) Which Bike do you have?

Hero Honda Bajaj TVS

Q2) Which Model do you have?

Hero Honda: - Splendor Passion

Karizma Other

Bajaj: - CT 100 Discover

Pulsar Other

TVS:- Flame Apache

Star city 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 Purpose Other

Q6) How do you come to know about this Motor Bike?

Newspaper Television

Magazines Friends/Relatives

Q7) Are you satisfied with the performance of the bike that you are currently having?

Yes No Can’t say

Q8) Does Advertisement Influence your decision in choosing a Motor Bike?

Yes No Can’t say

Q9) Do you have full knowledge about Bikes before buying?

Yes No Can’t say

Q10). Which factor below influence your decision?

Price Mileage Quality

Resale Value Status Symbol

Q11) How would you rate the following factors of bikes with respect to different companies?

Hero Honda Bajaj

TVS

Mileage

Price

Pick up

Maintenance

Look/Shape

Brand Image

Q12) If new bike with good feature comes in, then would you like to change your bikes?

Yes No Can’t say

Q13) Any Suggestions for Company

…………………………………………………………………………………………………
…………………………………………………………………………………………………
…………………………………………………………………………………………………

Date: (Signature)