1

A STUDY ON
“CUSTMER SATISFACTION’’
WITH REFERENCE TO
SRI VARALAKSHMI MOTORS P.V.TLTD,VIZIANAGARAM
A Project Report submitted inPartial Fulfillment of requirements of the award of
the degree in
MASTER OF BUSINESS ADMINISTRATION

Submitted by
T.JANARDHAN
(Regd. No.2085480011)

Under the esteemed guidance of

Mr.K.V.SOMANADH,
M.com, PGDIM, PGDMM, M.B.A., M.PHIL.
Teaching Associate,
Andhra University Campus, Vizianagaram.

DEPARTMENT OF MANAGEMENT STUDIES

ANDHRA UNIVERSITY CAMPUS,
VIZIANAGARAM
(2008-2010)
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DEPARTMENT OF MANAGEMENT STUDIES

CERTIFICATE

This is to certify that this project work entitled

‘WORKING CAPITAL MANAGEMENT in VARAM POWER PLANT P.V.T

LTD,CHILAKAPALAM’ is a bonafied work done and submitted by,

ARAVIND KUMAR PYDISETTI(2008-2010) in partial fulfillment of the

requirement for the award of the degree of “MASTER OF BUSINESS

ADMINISTRATION” by the ANDHRA UNIVERSITY.

K.V.SOMANADH
M.COM. PGDIM, PGDMM, MBA,
M.Phil
Teaching associate,
Andhra University Campus,
Vizianagarams
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DECLARATION

I, ARAVIND KUMAR PYDISETTI pursuing MBA in

DEPARTMENT OF MANAGEMENT STUDIES hereby declare that the

project work entitled “WORKING CAPTIAL MANAGEMENT” in “VARAM

POWER PLANT P.V.T LTD” Submitted to “ANDHRA UNIVERSITY” in

partial fulfillment of the requirements for the award of the degree of “MASTER

OF BUSINESS ADMINISTRATION”, is a bonafied work done by me under the

guidance of Mr. K.V.SOMANADH, Teaching Associate to the best of my

knowledge, the work reported there in does not form part of any thesis or work

on the basis of which a degree or award was conferred on an earlier

occasion.

(P.ARAVIND KUMAR)
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ACKNOWLDGEMENT

I would like to express my sincere thanks to Mr.K.V.SOMANADH

garu, Teaching Associate Andhra University Campus, Vizianagaram for giving

me this opportunity to do the Project work in partial fulfillment of the requirement

for the award of the degree of MASTER OF BUSINESS ADMINISTRATION. And

i express my sincere thanks to him for rendering his valuable assistance and

guidance while doing my Project Work

Finally, I would like to express my gratitude to the Management of

VARAM POWER PLANT P.V.T LIMITED, for granting me the permission and I

would also like to thank in particular the following officers namely: K.Hari Babu,

Regional Manager for guiding me and extending their help and inspiration during

this crucial period.

P. ARAVIND KUMAR
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INTRODUCTION

The demand for two – wheelers in India is dependent upon factors like availability

of finance, increase in income levels, and restricted growth in public

transportation and movement in petrol prices. Expect petrol prices, all other

factors have positive correlation with the demand affects the demand for two-

wheelers, due to the increase in the running cost of a vehicle marketing, more

than any other business function, deals with customers. Understanding, creating,

communicating and delivering customer value and satisfaction are the heart of

marketing thinking practice.

“Marketing is the delivery of customer satisfaction at a profit”

Today marketing must be understood not in the old sense of marketing a sale

“Telling and selling” but in the new sense of satisfying customer needs.

Marketing continues through out the product lifecycle trying to find new

customers and keep current customers by improving product appeal and

performance learning from product sales results and managing repeat

performance Consumers usually face a bard array of products and service that

might satisfied a given need.

Consumer make buying choices based on their perception of the value that

various products and services deliver.Customer value is the difference between

the values the customer gains from owning and using a product and the costs of

obtaining the product.

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CUSTOMER SATISFACTION :

Customer satisfaction depends on a products perceived performance in

Delivering value relative to buyer’s expectations. If the products performance falls

short of the customers expectations the buyer is dissatisfied. If performance

matches expectations of the buyer is satisfied. If performance matches the

expectations of the buyers is satisfied. If performance exceeds expectations the

buyer is delighted.

Customers from their expectations on the basis of message received from

seller’s friends, and their past buying experiences, the opinions of friends and

associates, and Marketer and competitor and promises.

Satisfied customers make repeat purchases, and they tell others about their

Good experience with the product. The key is to match customer expectations

with Company performance.

The customer focused definitions saddest that a company has achieved total

quality only when its products or services meet or exceed customer expectations.

Thus the fundamental aim of today’s total quality management has become total

customer satisfaction. Quality begins with needs and with customer satisfaction.
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Almost all major purchases result in cognitive dissonance, or discomfort caused

by post purchase conflict. After the purchase consumers are satisfied with the

benefits of the chosen brand and are glad to avoid the drawbacks off the brands

not brought. However every purchase involves compromise. Consumers feel

uneasy about the acquiring the drawbacks of the chosen brand and about losing

the benefits of the brands not purchased.

Thus, consumers feel at least some post purchase dissonance for every

purchase.

Why is it so important to satisfy the customer? Such satisfaction is important

because company sales come from two basic groups-new customers and

retained customers. It usually costs more to attract new customer than to retain

current ones, and the best way to retain current customers is to keep them

satisfied. Customer’s satisfaction is a key to making lasting connections with

consumer to keeping and growing customers and reaping their customer lifetime

value. Satisfied customers buy a product again, talk favorably to others about the

product, pay less attention to competing brands and advertisement, and buy

other products from the company. Many marketers go beyond merely meeting

the expectations of the customers-they aim to delight the customer.A delighted

customer is even more likely to purchase again and to talk favorably about the

product and the company.

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A dissatisfied customer responds differently, whereas, on average, a satisfied

customer till three people about a good product experience, a dissatisfied

customer grips to eleven people. Clearly, bad word of mouth and can quickly

damage customer attitudes about a company and its products.

Therefore, accompany would be wise to measure customer satisfaction regularly.

It cannot simply rely on dissatisfied customers to volunteer their complaints when

they are dissatisfied. Some 96% of unhappy customers never tell the company

about their problems. Companies should setup systems that encourage

customers to complaint. In this way the company can learn how well it is doing

how it can improve. The 3M Company claims that over two thirds of its new

product ideas come from listening to customers complaints. But listening is not

enough the company also must respond constructively to the complaints it

receives.

Highly satisfied customer produces several benefits for the company. Satisfied

customers are fewer prices sensitive, talk variably about the company and its

products, and remain loyalty for long period. However, the relationship between

customer satisfaction and loyalty varies greatly across industries and competitive

situations Marketers alone cannot deliver superior customer value and

satisfaction. Although it plays a leading role, marketing can be only a partner in

attracting, keeping, and grow customers.

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NEED FOR THE STUDY :

The standard of living in India is improving year by year. People are able to afford

for luxury items for self-satisfaction and need fulfillment. In these scenario

automobiles, it is gaining its share because of new innovations and inventions in

automobile industry. Due to this motor vehicles are in full demand.

By looking at the demand number of companies started producing these

consumer durables, and wanted to capture good share in the market by offering

qualitative products.

With the opening up of the Indian economy and the liberalization policies of the

central government many leading international players have entered the Indian

market with their latest technology and international products. With the entry of

leading MNC’s into the market brands. But the consumers will buy only those

brands which will satisfy his requirements. Keeping other factors in mind such as

good quality, price, after sales service and other factors the consumer makes his

preference towards a particular brand.

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OBJECTIVES :

The study has been under taken to analyze the customer opinion of various

motor cycles in twin cities with a special reference to the hero Honda motors, the

other objectives are:

 To know the Merits and Demerits of the Hero Honda motor

cycles

 To know the Perception towards Brand. And after sales

service offer to buy hero Honda motors.

 To find the importance of brand name for launching of new

product.

 To offer suggestions, in improving the customer satisfaction.

The company sales and profitability and image to increase

the brand level.

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SCOPE OF THE STUDY:

The person who makes a product purchase is not always the user, or the only

users, of the product in question. Nor is the purchaser necessarily the person

who makes the product decision clearly, buyers are not always the users, or the

only users, of the product they buy nor or they necessarily the persons who make

the product selection decision.

Market must decide at whom to direct the promotional efforts. The buyer of the

user for some products, they must identify the person who is most likely to

influence the decision. Some markets believe that the buyer the product is the

best prospect, other believe it is the user of the product, which still other play its

safe by directing there promotional efforts to both buyers and users.

It is important for us to recognize why and how individuals make their

consumption decisions, so that we can make better strategic marketing decision.

It marketers understand consumer behavior, they are able to predict how

consumers are likely to react to various environmental uses, and are able to

shape their marketing strategies accordingly. Without doubt, marketers who

understand consumer behavior have great competitive advantage in the market

place.

Consumer is influenced by a variety of factors while making purchasing decision

Sociological, environmental, psychological, and cultural factors influence the

consumer buying decision making. The impact of these factors on consumer

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decision making process differ from product to product depending on that

production features and its utility. For instance, if a consumer wants to buy a

can, he is much influenced by the sociological factor because a car is a status-

symbol and while purchasing it, he thinks of

his image in the society and how far that decision enhance his image. He is less

bothered about economy.

Many other aspects like reference groups subcultures, family have also great

effect on the consumer buying decisions. For a product which is useful to all the

members of family like refrigerator or a television set, opinions of all the family

members have to be taken into consideration.

So, understanding the consumer behavior is quite essential for the markets. So

that he can segment his market aptly, he can correctly finds out his target

consumer, he can effectively communications with his target audience, he can

be able to know the growing needs of the customer and can effort to satisfy the

customer if not delight.

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RESEARCH METHODOLOGY

RESEARCH METHOD :

Two broad research methodologies can be used to answer any research

question. They are Experimental research and Non experimental research. In

experimental research, there is control over the extraneous variables and

manipulation of at lest one variable by the investigator. In Non experimental

research, there is no intervention beyond that needed for the purposes of

measurement.

RESEARCH DESIGN :

A research design is a statement or specification of the methods and procedures

used for acquiring the information needed for the solution of some specific

problems. It provides a scientific frame work for conducting a research.

Although research designs may be classified by many criteria, the most useful

one concerns the major purpose of the investigation. On this basis, research

design can be classified into three classes – Exploratory, Descriptive and

Causal. If no formal design or structural questionnaires are used, exploratory

design is used. If a person is conversant with the problem environment, or is

conducting the research for some specific purpose using structural questionnaire

to gather information, the research design is descriptive. Causal research design

is used to establish cause and effect relationships. For descriptive studies and
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also casual studies, data analysis and project output are critical aspects of

research planning. This study uses descriptive design.

DATA COLLECTION METHODS:

The following steps are involved in the data collection process:

1. Finding out the type of information required in the investigation process.

2. Establishing the facts that are available at present and the additional facts

required.

3. Identification of the sources from where the information can be available.

4. Selection of appropriate information collection method.

5. The data required from this study is collected from primary and secondary

sources.

6. The data collected are both qualitative and quantitative

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PRIMARY SOURCES :

The primary source used for gathering data required for this survey is –Survey

method.

In the survey method a Survey of the consumer’s behavior towards two-wheeler

is done. A Planned effort is made using structured questionnaires to interview

the respondents. The respondents are the owners of two-wheelers, who are

interviewed, are chosen using non probability sampling method. The surveys

can be done through personal interviews. In this study the respondents are

interviewed personally so that the errors involved in gathering the primary data

are minimized.

SECONDARY SOURCES:

The secondary sources used for collecting the data are:

1. Internal Sources

Company reports.

Company publications.

2. External Sources

Business dailies like – The Economic Times, The business Line etc. News

papers like – The Times of India, The Indian Express, The Hindu etc.
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Information was also gathered from magazines like – Business Today, Business

World, A&M etc.

Other than these sources information was also gathered from internet.

SAMPLING PROCESS:

Taking into account the practical considerations (such as time, limit, cost, etc.)

the study a sample survey as the means of gathering primary information. A

sample survey allows a person to concentrate his attention upon a relatively

small number of people and hence, to devote more time and energy to ensure

that the information collected from them is more accurate.

DEFINING THE POPULATION:

The first thing that a sample plan must include is the definition of the population

to be investigated. The population should be defined as clearly as possible. The

population chosen for the study, taking into consideration the objectives of the

study are defined as, all the consumers of two-wheelers.

SAMPLE DESIGN:

Sample design is the heart of the sample planning process. A sample design

involves specifications of the type of sample used, the appropriate sampling unit,

and the sample size.

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TYPE OF SAMPLE:

The study uses non-probability sampling. Most of the sampling in marketing

research is non-probability in nature. Of the various non-probability methods,

convenience sampling method is used in this study rather than using a table of

random numbers as in probability sampling. Convenience sampling means that

the sampling units are accessible, convenient and easy to measure. The

advantage of choosing a non-probability sampling methods is that the sampling

error will be lesser when compare to probability sampling.

SAMPLING UNIT:

The sampling unit forms the basis of the entire sampling procedure. It is that

which is actually chosen by the sampling process. The sampling unit may

contain one or more population elements. The sampling unit in the study

consists of the employees private and government, business people and

students.

SAMPLE SIZE:

The sample consists of 100 customers selected from the vizianagaram district

using convenience sampling method. Out of the customers selected fro the

study, some did not own two-Wheelers and some had no responded will. Hence

they had to be replaced by other customers.

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INTRODUCTION TO AUTOMOBILE INDUSTRY

Automobile have become of the order of the present life-style of the society.

Almost every one is influenced by one or other motor vehicles in his/her day to

day life. Life becoming more and more complex with less time available and

solutions to our needs. Our motor vehicles are such medium which has proved

its usefulness as compared to other means.

Present Market is flooded with number of brands. Unfortunately all of them do

not meet all the requirements sought by the customers. These days customer is

quite aware of the innovation made in the field of automobiles and also knows

what are the features in the different brands. As our economy is developing

major section of our society has acquired the capacity to afford motor vehicles.

Obviously this very fact brings many competitors into the field to capture the

potential market. But the customers actually seeks from his/her

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PLAN OF THE STUDY

Chapter 1 includes introduction

Chapter 2 includes review of literature

Chapter 3 includes company profile

Chapter 4 includes data analysis and interpretation

Chapter 5 includes summary and conclusions

Chapter 6 include recommendations

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LIMITATIONS OF STUDY

Taking the market conditions into consideration the survey, which includes a

sample of 100, was a respective one.

• Due to the limitation of span of time and limited resource survey was

conducted for a period of 8 weeks.

• The geographic region covered for the survey was limited to the

boundaries of the vizianagaram city.

• Since the survey was conducted at the residential localities and the

person who owns a Hero Honda Vehicle.

• Improper response from customers and buyers, but it was mini

• Scientific methods of post testing could not be conduct

• Minimal possible bias in administrating the questions at the survey

conducted areas.

• The reaction and attitudes are subjected to changes according to needs

and time.
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CHAPTER - 3

REVIEW OF LITERATURE-1

CUSTOMER SATISFACTION : AS CORE COMPETENCE

Author: Parimal Vyas.

OVERVIEW:

Time was when one had to wait for months, even year to buy a car in India The

options of Indian drivers were limited to just a few home made and heavy cars

such as the Ambassador, Premier Padmini etc. The collaboration of the

Japanese car giant Suzuki with in Indian car maker maruti completely changed

the market. Maruti 800 a small family car became a priced possession for Indians

but now that two seems ancient in the current glut of new cars of Indian roads. It

is Honda, Hyundai and other models that have become the pride of Indian roads.

The Marketing Discipline is undergoing fresh reappraisal in the light of the vast

global, technological, economic and social challenges facing today’s companies

and countries. Marketing at its best is about value creation and raising world’s

living standards. Today’s winning companies are those who succeed most in

satisfying, indeed delighting their target customers.

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SCOPE AND PERIOD:

Although attempts have been made to define satisfaction in marketing and

related literatures, no consensus exists. Because meaning is influenced by

context, the concept often differs according to the particular setting and purpose

of a theory.

In the field of medical care, Patient satisfaction has been defined as “a

generalized positive attitude on the part of the patient toward the medical care

delivery system (Goemet, undated), which implies that “Satisfaction is a

measurable attitude”.

CONCLUSION:

Customers’ satisfaction can be considered as one of the key indicator of

company’s future profits. The development of satisfaction theory has led to the

emergence of two perspectives viz (i) The study of customers’, satisfaction

through product performance and (ii) The study of customers’, satisfaction as its

own construct.

FINDINGS:

The perspective of “Consumer-Oriented” marketing championed in the early

1960s by academics McCarthy (1960) and Philip Kotler (1967 & 1996) is based

on determining what a target group of customers want and the maximizing their

satisfaction with the product or service. Customers ‘satisfaction is at the very

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heart of the particular of marketing. Unfortunately marketers in the 1990s seem

to have developed a form of “Satisfaction Myoa” too often focusing on the

tangible attributes of their offering rather then the benefit delivered to target

prospects.

In general satisfaction is a person’s feelings of pleasure or disappointment

resulting from comparing a product’s perceived performance or outcome in

relation to his or her expectations. According to a comprehensive review

conducted by Yi Voujae (1993) customer’s satisfaction has been defined in two

basic ways: As either an outcome or as a process. Customers satisfaction has

been” Legitimized” by the Baldrige Award criteria. Customers satisfaction is the

leading criterion for determining the quality actually delivered to customers

through the product/service. Customers’ satisfaction has long-reaching impact

on the current and future viability of an organization.

SOURCE

Book: The Indian Journal of Marketing

Volume: XXIX

Period: April June, 1999

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REVIEW OF LITERATURE - 2

CUSTOMER SATISFACTION

Author: vimal sukumar

In the new economy, producing more, however efficiently, is not necessarily

better. There is a pressing need to augment current approaches to evaluating

the financial health of individual firms. To understand more fully the modern

economy, we must measure the quantity of economic output as well as the

quality.

Companies of every size run harder and faster, striving to become 110 percent

customer-sensitive in order to attain this illusive level of performance. They

make every conceivable concession and offer every possible value-added

service in order to retain those who do business with them. But customers still

leave. The “customers for life” concept is a myth—a pleasant one to be sure, but

a myth nonetheless. Fit is what every CEO wants to believe exists. Yet, in

reality, it is nothing more than a sinister delusion portraying an unattainable goal.

No customer is for life. Rather, they exist for measurable periods of time--and

even then, customer loyalty is never 100 percent. Whether they are consumers

or purchasing agents, today’s buyers are selective

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FINDINGS:

Contributes to the profitability of the firm by allowing firms to charge higher

prices, by reducing advertising expenditure, by reducing the number of product

faults, and by enhancing the firm’s reputation.

The concept of limited loyalty opens the door to reaching attainable, useful goals

and meeting achievable expectations. Here are 20 ways to increase customer

loyalty and improve the prospects of keeping customers longer. Individually, no

listed item is particularly potent. Only when they are used to in significant

clusters do they make a noticeable impact. The goal is to implement as many as

possible.

CONSLUSIONS:

Every business can offer a desirable guarantee, one that makes sense to its

customers. A hair transplant clinic guarantees that each micro graft will grow for

the remainder of the patient’s life. By putting reputation on the line, it separates

itself from several dozen competitors. There are those who continue to argue that

800 numbers are impersonal, suggesting that companies are not local. Not

today. An 800 telephone number is simply a way of saying, “We want you so

much, we’re willing to make it easy for you to communicate with us. It’s like

saying, “Welcome.” Like the JTM people.

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Chapter-4

COMPANY PROFILE

HISTORY

The Legend of Hero Honda

What started out as a Joint Venture between Hero Group, the World’s largest

bicycle manufacturers and the Honda Motor Company of Japan, has today

become the world’s single largest two wheeler Company. Coming into existence

on January 19, 1984, Hero Honda Motors Limited gave India nothing less than a

revolution on to-wheels made even more famous by the ‘Fill it – Shut it – Forget

it’ campaign. Driven by the trust of over a 5 million customers, the Hero Honda

product range today commands a market share of 48% making it a veritable

giant in the industry. Add to that technological excellence, an expansive dealer

network, and reliable after sales service, and you have one of the most

customer-friendly companies.
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This is proved by the company’s sales over the years:

1985-86 43,000 Units

1989-90 96,200 Units

1998-99 5,30,600 Units

1999-00 7,61,210 Units

2000-01 10,29,555 Units

2001-02 14,25,195 Units

2002-03 15,75,537 Units

2003-04 16,73,421 Units

2004-05 17,84,124 Units

2005-06 18,13,015 Units

2006-07 19,25,107 Units

2007-08

Customer satisfaction, a high quality product, the strength of Honda technology

and the Hero group’s dynamism have helped NHML scale new frontiers and

exceed limits.

In the Words of Mr.Brij Mohal Lall Munjal, the Chairman and Managing

Director, “We will continue to make every effort required for the development of

the motorcycle industry, through new product development, technological

innovation, and investment in equipment and facilities and through the though

efficient management.
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The Hero group of company’s is the first generation entrepreneur of 1950’s.

Today the group produces five million bicycles and one million two-wheelers

annually. It has committed work force over 15,000. Hero group has accomplished

this consistently since the inception.

The four-stroke of Hero Honda aimed at maximizing quality, design, riding

comfort, fuel efficiency and service and resale value.

Hero Honda had another philosophy common with Honda motors that of taking

care of the distribution network and sharing. Profits with share holders and

dealers. Because dealers are the direct interface for customers (in fact they are

the first level of customers) most crucial link in the supply chain. Only a highly

motivated dealer can satisfy and care for the customer.

Hero Honda has emerged as the leading motor cycle; company has reached the

prospective market share of 50% in the current financial year after the first

quarter results. And, records one of the fastest growth trend in the world’s

achieving 4 million plus motor cycles owners in a short span of 15 years.

The new millennium augurs a new dream and makes the beginning of the

second 50 years of Honda. Thereafter the company declared year 2000 as the

“year of the customers”

Mr.Brij Mohan Lall Munjal, Chairman of Hero Honda motors limited was the

recipient of the sir Jehangir Gandhi Medal for industrial peace, at the 44 th
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Convocation of XLRI (Xavier Labor Research Institute), Jamshedpur, on 1st

March, 2000.

The finance has agreed a national tie up under which the finance company will

offer attractive financing schemes to the customers for the complete range of

hero Honda motor cycles on a preferential status.

It has of 26% of hero Honda group, 26% of hero group and 48% of pubic limited

finance, with the share price of 10 Rupees. March 7th 2000 shipments of motors

cycles adhering to Y2K, norms have begun clearly demonstrating the company’s

commitment to extraordinary standards of quality yin their products. The Y2K

norms or India 2000 norms or Euro norms are standards laid down by the

Ministry of Environment with record to emission and noise levels in two –

wheelers. The company has achieved this remarkable compliance well ahead of

the rest of the auto industry.

The company has already advised all its dealers to ensure compliance. With the

above notification by ensuring delivery of the first aid kid to the customers as well

as obtain a receipt on their particular aspects.

Institutional preference for hero Honda bikes has continued with increasing

momentum primarily due to company’s commitment to reliability customer

satisfaction, world class quality , superior technology and out standing serving

stands with more institutional customers preferring the hero Honda brands for

their bulk purchase, the company it self has given market a high priority.
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Keeping varied customers segments and their needs in mind, her Honda offers

the widest range of motor cycles in the country today. The endeavor is to make

the people favorite her Honda bikes accessible to them virtually at their door

step. This is the reflect vast dealer network of 427 strong and till growing.

Hero Honda cannot leave a single stone unturned to provide our customers with

the most competitive maintained services and to ensure that the customers get

full value for their money. Hero Honda has over 550 workshops with trained

machines and the latest equipment. Apart from technical training, the service

staff is groomed and sensitized to the need for providing prompt, courteous

service.

At Hero Honda they are committed to provide their customers access to genuine

spare parts at a reasonable price. Towards this end, they have 10 dedicated

spare parts stockiest, apart from the 500 plus authorized dealers and outlets. A

state-of-the-art spare parts center is being inaugurated at Gurgon. And all hero

Honda spare parts carry a tamper proof hologram, so the customers can

purchase with confidence.

Splendor’ one of the motor cycles hero Honda motors limited has become the

largest selling motor cycle in India and treated as world’s no.1 two-wheeler

brand.

Hero Honda motors Limited is World’s no.1 Motor cycles company. It first

introduced the concept of fuel-efficient 7-stroke motor cycle in India. They

 32

revolutionized the industry not only in the state-of-the-art but also with some of

the most environment friendly vehicles in the world. They have the commitment

and care for a better environment. Now, it has a range with an optimal mix of

power, economy, style and latest technology. It has set a new trend of stylish and

power bikes with the launch of CBZ. It was declared as “Motor cycle of the year”

by over drive, the popular auto magazines.

Hero Honda performance in the Motorcycles segment improved due to the

launch of new models. This includes CBZ launched last year directly urban

customers.

Hero Honda received many awards and Accolade from various association for

achieving there results in the industry and in the country.

Believe work is worshipping karma hi puja hai. I see the same philosophy and

passion in these young men as “desh ki dhadhkan”

On 22nnd March 2001: Hero Honda reaffirmed it undisputed leadership by

achieving “OM”. On the occasion of a successful completion the record sales of a

one million plus bikes in a financial year. This comes in the wake of series of

spectacular results achieved last year, in terms of sales value, turn over and

profits and this growth is all the more significant when viewed against the current

sluggish market conditions. With such a commanding market presents, hero

Honda id the undisputed “desh ki dhadhkan”

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Hero Honda has used a clearly defined product strategy, which caters to different

segments to different segments among pricing, fuel efficiency, four-stroke

engines, styling reliability and riding comfort. Hero Honda has managed to stay in

the two wheeler sweepstakes from the catch line fill it, shut it an forget it. Hero

Honda has traversed the distance of embed itself in the customers mental space

with new slogan

“desh ki dhadhkan”. Supplying Baja auto’s Jingoistic “hamara bajaj” jingle most

effectively.

Initiated to focus an environment conservation and awareness, Hero Honda’s

popular “We care’ programmed now extends its influence to multi dimensional

activities, for the social-economic betterment of society. Hero Honda believes in

providing the best of service, as reflected in their corporate “We care ‘

philosophy. An extension of this is the passport program, popular known as

“suhana safar” this unique program aims to build long term relationship with

customers. This passport program membership benefits the customers in a

number of ways. With accidentally insurance cover worth of 1lakh and many

more reward cum discounts on spare parts and to get many prices.

COMPANY PERFORMANCE
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Sales Performance

It is may privilege to share with you the fact that by the end of the calendar year

2001, Hero Honda became the largest single tow-wheeler manufacturer in the

country and also in the world. The leading edge got consolidated by the close of

financial 2001-02 with a record sale of 1.43 million units. This equivalent to

35.2% growth on the previous year sale of 1.03 million units. In the same

manner, the market share of the company increased to 48% and 33% in

motorcycle and two-wheeler, respectively.

Last year, two new models were launched, namely Passion and Joy to address

super-style and economy segments. Passion has found its position firm amongst

Indian models, only next to Splendor, the largest selling bike in the world in

terms of sales performance. Joy was re launched as Dawn, in April 2002, with

changes and value additions to cater to specific needs of the customers.

Reportedly Dawn is doing well in its segments and has sold over 10,000 units in

the initial months itself.

Hero Honda has targeted a sale of over 1.8 millions bikes for the year 2002-03.

This effort is supplemented by two major launches this year, one in September

and the other coinciding with World Cup Series in early 2003, which is being

sponsored by Hero Honda Motors Ltd. These bikes will have some novel

features and will be in the 100cc plus range. There is an ambitious program of
 35

launching a new range of bikes with technical support from Honda in the coming

years.

With a slew of such measures the capacity available at present locations

can at best support two-million production targets at the existing plants. The

company, therefore, is looking at the possibility of setting up a third plant to meet

the future demand and for which techno-economic study is in progress.

 36

SALES PERFORMANCE

April’04 April’05 April’04- April’05

April’04 April’05

Domestic 192888 227007 192888 227007

Exports 3136 8415 3136 8415

(B) Financial Performance

As mentioned in my last years’ address the focus of the company has been on

the cost efficiency and the creation of shareholders value. The financial

performance during the year is a clear testimony of our resolve in achieving our

objective.

The turnover increased to R.4539.5 crores in 2001-02 as against Rs.3193

Crores in 2000-01, which is an increase of 42%. Similarly net profits went up to

Rs.463 Corers as against Rs.247 corers in the same period thereby recording

an impressive year on year growth of 88%. On the basis of good sales

performance and efficient management of resources all the parameters of

performance such as economic value added (EVA), Return on average Capital

Employed (ROACE) and Free Cash Flows (FCFs) have shown remarkable

improvements.
 37

Hero Honda begins 2004 in the 5th Gear!

Records phenomenal January Sales Retails expected to cross the 21 lakh

motorcycle mark in the month Growth of 35% in Sales during January 2004.

Continuing with its incredible performance over the past many months. Hero

Honda, the ‘World No.1’ two-wheeler company has begun the New Year with a

leap! While the company sold 1, 95,982 motorcycles in January, the retails are

expected to be more than 2-Lakh motorcycles. This is the third instance in the

last four months when the company has come close to, or exceeded the 2-lakh-

motorcycle mark.

The company achieved a solid growth of 35% as compared with sales recording

during the January, 2003.

The cumulative sales of the company for the period April, 2003- January 2004

are 16, 73,421 motorcycles, a notable jump from 14, 27,052 units sales achieved

during the corresponding period last year (April 2002- January 2003). This

reflects a growth of 17% in the cumulative sales of the company.

Following the highly successful launches in the past few months, Hero Honda

has just strengthened its premium segments range with the launch of Ambition

135. It is an ideal model for consumers wanting a combination of contemporary

style and power, with good fuel efficiency. Ambition 135 has a styling which his

very close to CBZ. It provides the customers a great blend of Style and Power.
 38

Repeating the Success of October 2003, Hero Honda, the ‘World No.1’ two-

wheeler company has sold over 2 lakhs motorcycle units a month, for two

consecutive months. Hero Honda motorcycle sold 2, 04,533 units in November,

registering a superb growth of 26%.

The success has been well spread across all major motorcycle segments. The

Splendor + and Passion Plus duo together consolidated the company’s

leadership in the executive segments. Launched in mid-April 2003, CD Dawn

cemented its leadership in the entry segment. CD dawn is now the second

highest selling motorcycle model in the country, after the Hero Honda Splendor.

Hero Honda Motor Ltd., the country’s largest two-wheeler marker, finished the

year 2002-03 with the total motorcycle sales of 1,677,535 units; a growth of 18%

over last year’s sales of 1,425,302 motorcycles.

For the month of March 2003, the company posted sales of 115,722 motorcycles

compared to 135,164 in March 2002. As reported earlier, the economic

slowdown, as a consequent of drought in certain parts of the country, and low

agricultural production, affected the demand for a whole lot of durables including

motorcycles. Lack of clarity on VAT issues also impacted sales.

The company achieved a significant landmark in exceeding its sales turnover

target of Rs.5000 crores during the year; up from Rs.4539.49 crores in the

previous year.
 39

Sponsorships:

The association of Hero Honda with sports began in 1993, with the sponsorship

of the India-Sri lanka Test Series, followed by the hero cup in November 1993.

Hero Honda come forward to sponsor the challenger cricket tournament the NKP

S love trophy as an annual even in a unique bid to stimulate competitive

environment for the countries cricket talent to share there skills and prepare for

the international competitors. The challenger tournament will also be the testing

ground for new comers to the first class cricket.

Hero Honda has appointed Hritik Roshan a successful hero in the field of Hindi

film industry and Saurav Ganguly, Indian Cricket Team captain and a best player

in the Indian Cricket team as brand ambassadors. Welcoming them to hero

Honda family, Mr.Brij Mohan Lall Munjal Chairman of hero Honda said.

DISTRIBUTOR PROFILE

VARALAKSHMI MOTORS (P) LTD.

Varalakshmi Motors was established on 21st March 2003 by the golden

hands of Hero Honda Managing Director Mr.Brij Mohan Lall Munjal.

 40

Conquering Greater Heights

Varalakshmi, in mythology is an enhancing bird and a symbol of immortality.

Taking this is an inspiration, we, at Varalakshmi Motors, set-out to chart new

frontiers. And we have done so in style, with a track record that speaks for itself.

We ensure maximum customer satisfaction, while maintaining a success streak

that is unparalleled.

Our Distinctions:

One of the largest authorized dealers for Hero Honda Motors. Record sales in

the first year of operation.

Partners in progress:

The Varalakshmi Motors as a centralized air conditioned showroom of hero

Honda its kind in Andhra Pradesh, spread gracefully and decorated elegantly

over an impressive 7,300 sq.ft at Vizianagaram being equipped with affable Front

office staff and adept professional Technicians, provide a perfect of quality

Service and Reliability.

In a very short stint, this one stop of hero Honda housing sales, service and

spares has also the hearts of many proud owners of Hero Honda with its

Customized Care and Service, it switch the gears and become connotation of

Hero Honda in Chennai.

Space friendly:
 41

The interior are aimed at making you feel completely at ease, in luxury. Because

for us the customer is king, one who deserves a regal offering. The setting is apt

for times when you need switch into a relaxed state of mind.

Service with commitment:

Our dedicated team of mechanical specialties offers expert treatment for your

vehicle. We ensure consistency in performance each time, without fail.

Attention to details:

We provide genuine spare parts and accessories to ensure exceptional

performance. Every single aspect related to your vehicle is taken care of at our

premises.

Dealing made Convenient:

It is a part of our commitment policy to give advantage to the customer at every

juncture. We offer assistance of every kind at our premises itself, which makes it

a one stop facility.

Expert guidance at every step:

Our sales team give utmost priority to your satisfaction. When you need help to

make the right choice, it is ensured that the result is beyond your expectations.

Thus making it a point that you get the best in both luxury and comfort always.
 42

Models

Hero Honda has been launching various models of motorcycles from the year

1984, keeping in mind the quality, design, riding comfort, fuel-efficiency, and

service and resale value. These form a formidable force that gives our customers

the pride and the joy of value forever. What drives hero Honda is

• Leadership

• Commitment

• Any an eye for appropriate technology

Since 1984, when Hero Honda first began producing motor cycle, hero Honda

have been engaged in a single-minded endeavor to bring you bikes that are not

only state-of-the art, but are also some of the most environment-friendly vehicles

in this world-a reflection of our commitment and care, for better environment.

PROMOTINAL ACTIVITIES:

The promotional activities adopted by Varalakshmi Motors are

1) Advertising in Newspapers

2) Free Campaign
 43

3) Test Rides

4) Gift Schemes

5) Hoarding and Wall Paintings

6) Mileage Contents

Promotional expenses have been borne by both Varalakshmi Motors and Hero

Honda, shares in advertisement cost.

SERVICE OFFERED:

The services offered to the customer in Varalakshmi Motors are

Six free Services and paid services after sale of motor cycles.

• Free Checkup Campaigns

• Finance through banks

• Demonstrations for new products.

• Acceptance of warranty claims

WORKING TIME:

Working hours in Varalakshmi Motors are 12 hours per day commencing from

9AM to 9PM with one hours break for lunch.

PRODUCT AVAILABLE AT VARALAKSHMI MOTORS:

 44

Varalakshmi Motors has franchise of Hero Honda Company .Hero Honda

Company manufacturers various types of motor cycles.

These are

Hero Honda CD Dawn

Hero Honda CD Deluxe

Hero Honda Splendor +

Hero Honda Super Splendor

Hero Honda Passion Plus

Hero Honda CBZ*.X TREME

Hero Honda Karizma

Hero Hunk

PRICE LIST OF HERO HONDA MOTOR CYCLES IN VARALAKSHMI

MOTORS

MOTOR CYCLES PRICES (Rs.)

Hero Honda CD Dawn 31,900

 45

Hero Honda CD Deluxe 36,500

Hero Honda Splendor + 40,090

Hero Honda Super Splendor 45,000

Hero Honda Passion Plus 43,850

Hero Honda CBZ*.XTREME 57,601

Hero Honda Karizma 74,001

Hero Honda Hunk 54,008

Taken to analyze the customer opinion of various motor cycles.

Chapter-5

DATA ANALYSIS & INTERPRETATION

 46

For the purpose of study, data has been collected from the consumers who use

two-dealer through survey. After that data has been analyzed and interpreted

accordingly.

TWO-WHEELER USERS

Table-01

PARTICULARS NO.OF RESPONDENTS PENCENTAGE

HERO HONDA 55 55%

TVS 13 13%
BAJAJ 24 24%
OTHER 8 8%
TOTAL 100 100%

CHART-01
 47

60

50

40

30

20

10

0
Herohanda Tvs Bajaj Others

INTERPRETATION:

• The above table shows the users of different types of two- Wheelers

• In the survey out of 100 customers, 55 customers i.e., 55% of customers

are using HERO HONDA.

 48

• 13 customers i.e., 13% of customers are using TVS.

• 24 customers i.e., 24% of customers are using BAJAJ.

• 08 customers i.e., 08% of customers are using OTHER

MODE OF PURCHASE

TABLE-02

PARTICULARS NO.OF PERCENTAGE

RESPONDENTS
CASH 76 76%
FINANCE 24 24%
TOTAL 100 100%

CHART-02
 49

80
70
60
50
40
30
20
10
0
Cash Finance

INTERPRETATION:

• The above table shows the mode of purchase Customers.

• In the survey out of 100 customers, 76 customers i.e.,76% of customers

have bought the two-wheeler.

• Through direct cash payment 24 customers i.e., 24% of customers have

bought the two-wheeler through finance.

 50

CUSTOMER’S PREFERENCE WHILE PURCHASING

TABLE -03

PARTICULARS NO.OF PERCENTAGE

RESPONDENTS
STYLE 30 30%
MILEAGE 38 38%
COMFORT 20 20%
PICK-UP 7 7%
PRICE 5 5%
TOTAL 100 100%

CHART-03
 51

40
35
30
25
20
15
10
5
0
Style Mileage Comfort Pick-up Price

INTERPRETATION:

• The above table shows the customer’s preference while purchase of the

vehicle

• In the survey 38 customers i.e., 38% customers are giving preference to

mileage

• In the survey out of 100 customers, 30 customers i.e. 30% of customers

are giving preference to style

• 20 customers, i.e. 20% of customers are giving preference to comfort

• 07 customers i.e. 07% of customers are giving preference to pick-up

• 05 customers i.e. 05% of customers are giving preference to price.

 52

CUSTOMER SATISFACTION ON THE COST OF VEHICLE

TABLE-04

NO.OF

PARTICULARS RESPONDENTS PERCENTAGE

YES 95 95%
NO 5 5%
TOTAL 100 100%

CHART-04
 53

100
90
80
70
60
50
40
30
20
10
0
Yes No

INTERPRETATION:

• The above table shows the customer satisfaction with the cost of the

vehicle

• In the survey out of 100 customers, 95 customers i.e., 95% of customers

are satisfied with the cost of there vehicle

• 05 customers i.e., 05% of customers are not satisfied with the cost of

there vehicle
 54

CUSTOMER SATISFACTION WITH MILEAGE OF THE VEHICLE

TABLE-05

PARTICULARS NO.OF PERCENTAGE

RESPONDENTS
YES 78 78%
NO 22 22%
TOTAL 100 100%

CHART-05
 55

80

70

60

50

40

30

20

10

0
Yes No

INTERPRETATION

• The above table shows the customer satisfaction with the mileage of the

vehicle.

• In the survey out of 100 customers, 78 customers i.e., 78% of customers

are satisfied with the mileage of there vehicle.

• 22 customers i.e., 22% of customers are not satisfied with the mileage of

there vehicle.
 56

CUSTOMER SATISFACTION WITH THE SERVICE CENTRE

TABLE-06

PARTICULARS NO.OF PERCENTAGE

RESPONDENTS
YES 87 87%
NO 13 13%
TOTAL 100 100%

CHART-06
 57

90
80
70
60
50
40
30
20
10
0
Yes No

INTERPRETATION:

• The above table shows the customer satisfaction with the service centre.

• In the survey out of 100 customers, 87 customers i.e, 87% of customers

are satisfied with the service centre of their vehicle

• 13 customers i.e., 13% of customers are not satisfied.

 58

BUYING INFLUENCES OF THE VEHICLE

TABLE-07

PARTICULARS NO.OFRESPONDENTS PERCENTAGE

BRAND 55 55%
FAMILY & FRIEND 25 25%
ADVERTISEMENT 15 15%
OFFERS 5 5%
TOTAL 100 100%

CHART-07
 59

60

50

40

30

20

10

0
Brand Frand&Friend Advertisement Offers

INTERPRETATION:

• The above table shows the influencing the customer’s buying

influence to purchase of the vehicle.

• In the survey out of 100 customers, 55 customers i.e, 55% of

customers are influenced by brand name to buy the vehicle.

• customers i.e., 25% of customers are influenced through family and

friends to buy the vehicle.

• 15 customers i.e. 15% of customers are influenced through

advertisements to buy the vehicle.

 60

• 05 customers i.e. 05% of customers are influenced through offers

to buy the vehicle.

ROLE OF ADVERTISEMENT IN DECISION MAKING

TABLE -08

PARTICULARS NO.OF PERCENTAGE

RESPONDENTS
YES 87 87%
NO 13 13%
TOTAL 100 100%

CHART-08
 61

90
80
70
60
50
40
30
20
10
0
Yes No

INTERPRETATION:

• The above table shows the role of advertisement in decision-

making

• In the survey out of 100 customers, 87 customers i.e, 87% of

customers agreed that advertisement play an important role in

decision making.

• customers i.e., 13% of customers have not agreed that

advertisement play an important role in decision making.

 62

CUSTOMER’S BRAND RATING

TABLE-09

PARTICULARS NO.OF RESPONDENTS PERCENTAGE

HERO HONDA 65 65%
TVS 9 9%
BAJAJ 16 16%
OTHER 10 10%
TOTAL 100 100%

CHART-09
 63

70

60

50

40

30

20

10

0
Herohonda Tvs Bajaj Others

INTERPRETATION:

• The above table shows the rating of brands by customers.

• In the survey out of 100 customers, 60 customers i.e, 60% of customers

have rated HERO HONDA as a no.1 brand

• customers i.e., 12% of customers have rated TVS as a No.4 brand.

• 16 customers i.e 18% of customers have rated BAJAJ as a No.2 brand

• 10 customers i.e 10% of customers have rated OTHER BRANDS as a

no.3 brand.
 64

VEHICLE SERVICE

TABLE -10

PARTICULARS NO.OFRESPONDENTS PERCENTAGE

Once In 6 Months 43 43%
Once in a Year 30 30%
Oncein18Months&Above 27 2%
TOTAL 100 100%

CHART-10
 65

45
40
35
30
25
20
15
10
5
0
6months 1year 18months&ahove

INTERPRETATION:

• The above table shows the duration of the customer’s vehicle gets

repaired.

• In the survey out of 100 customers, 39 customers i.e, 39% of

customer get repaired their vehicles once in every 6 month

• customers i.e., 31% of customers get repaired their vehicles once

in a year.

• 30 customers i.e 30% of customers get repaired their vehicles once

in every 18 months and above.

 66

AVAILABILITY OF SPARE PARTS

TABLE -11

NO.OF PERCENTAGE

PARTICULARS RESPONDENTS
YES 93 93%
NO 7 7%
TOTAL 100 100%

CHART – 11
 67

100
90
80
70
60
50
40
30
20
10
0
Yes No

INTERPRETATION:

• The above table shows customer satisfaction on availability of spare parts.

• In the survey out of 100 customers, 93 customers i.e, 93% of customer

have satisfied on availability of spare parts.

• customers i.e., 07% of customers have not satisfied on availability of

spare parts
 68

COST OF SPARE PARTS

TABLE – 12

PARTICULARS NO. OF PERCENTAGE

RESPONDENTS
VERYCOSTLY 12 12%
COSTLY 23 23%
REASONABLE 61 61%
LOW 4 4%
TOTAL 100 100%

CHART-12
 69

70

60

50

40

30

20

10

0
Verycostly Costly Reasonable Low

INTERPRETATION:

• The above table shows the response of customer on cost of spare parts.

• In the survey out of 100 customers, 12 customers i.e, 12% of customers

felt that spare parts are very costly.

• customers i.e., 23% of customers felt that the cost of spare parts are

costly.

• 61 customers i.e 61% of customers felt that the cost of spare of parts is

reasonable.

• 04 customers i.e., 04% of customers felt that spare parts are low in cost.
 70

Chapter-6

FINDINGS

1. It has found that 55% of the respondents are using Hero Honda bikes,13%

of the respondents are using TVS bikes,24% of them are using Bajaj bikes

and the rest 18% are using other vehicles.

 71

2. It has been found that 76% of the respondents have brought the vehicle

through cash and the rest 24% of the respondents have brought the

vehicle through finance..

3. It has been found that 30% of the respondents are giving preference to

style,38% for mileage ,20% for comfort,7% for pick up and 5% of them are

giving preference for style.

4. It has been found that 95% of the respondents are satisfied the cost of the

vehicle and rest 5% of the respondents are not satisfied with price.

5. It has been found that 78% of the respondents are satisfied with the

mileage of the vehicle and 22% of the respondents are not satisfied with

the mileage of the vehicle.

6. It has been found that 55% of the respondents are influenced by brand

name to buy the vehicle, 25% of customers are influenced through family

and friends to buy the vehicle 15% of customers are influenced through

advertisements to buy the vehicle. 05% of customers are influenced

through offers to buy the vehicle.

7. It has been found that 87% of the of customers agreed that advertisement

play an important role in decision making 13% of customers have not

agreed that advertisement play an important role in decision making.

8. It has been found that , 60% of customers have rated HERO HONDA as a

no.1 brand, 12% of customers have rated TVS as a No.4 brand, % of

customers have rated BAJAJ as a No.2 brand and 10% of customers

have rated OTHER BRANDS as a no.3 brand.

 72

9. It has been found that the survey out of 100 customers, 39 customers i.e,

39% of customer get repaired their vehicles once in every 6 month, 31%

of customers get repaired their vehicles once in a year,30% of customers

get repaired their vehicles once in every 18 months and above.

10. It has been found that 93% of customers have satisfied on availability of

spare parts, 07% of customers have not satisfied on availability of spare

parts.

11. It has been found that 12% of the respondents felt that the spares parts

are very costly, 23% of the customers felt that the cost of the spare parts

are costly,61% of the customers felt that the cost of the spare parts are

reasonable and 4% of the customers felt that the spare parts are low in

cost.

Summary and Conclusions

After analyzing the findings, the following suggestions have been

prepared. Great care has been taken in making his suggestion for the

improvement of customer satisfaction :

 73

• There is a heavy demand for hero Honda motor cycles in the

market, so there supply has drastically improved so as to

meet the demand of the customers.

• The price of some of the hero Honda motor cycles are high

which are considered to be not suitable for the Indian

economy, that are not affordable by the middle class people.

• The market. So the process have to be reduced and the

stocks of such spare parts have to be maintained.

• The promotional activities are concern, there is a very less

advertising for the hero Honda motor cycles, so the

advertising has to be done repeatedly so that the brand

loyalty could be maintained and new customers are attracted

so that the market share could be increased.

 74

• The after sale services has to be improved and make

availability of servicing centers even in rural areas so as to

fact the competition existing in the motor cycle segments.

Chapter-7

SUGGESTIONS AND RECOMMENDATIONS

 75

On the basis of the theoretical information and data gathered by

administrating schedules to customers which is analyzed, with the

following observations are made:

• Hero Honda motor cycles rank s the first in the choice of

performance compared to other motor cycle Brands.

• Consumers prefer Hero Honda motor cycles because they

are considered to be more economical in terms of mileage,

design and quality and less pollution to the environment.

• The customers though the various advertisements given in

televisions know most of the information about the features

of the motor cycles.

• The best media for advertisement is electronic media.

EX: Television..

• Through the survey it has been found that the model design

and attractiveness of the brands should be are comfortable

to the Indian roads.

• Most of the customers are satisfied with the supply of the

motor cycle.
 76

• Most of the customers are not satisfied with the existing after

sales service provided by the company.

Questionnaire

Name: ________________________________ Age ______________________

 77

Address: _________________________________________________________

________________________________________________________________

Phone No: ______________________ Occupation: _______________________

Email: _____________________________________

1. Which two wheeler you own?

_____________________________________________________________

________

02. Mode of Purchase

a) Cash [ ] b) Finance [ ]

03. Rate the following you like in your vehicle?

1 2 3 4 5
Style
 78

Mileage

Comfort

Pick-up

Price

04. Are you satisfied with the cost of vehicle?

a] Yes [ ] b] No [ ]

05. Are you satisfied with mileage of the vehicle?

a] Yes [ ] b) No [ ]

06. Are you satisfied with the service centre?

a] Yes [ ] b] No [ ]

07. What influenced you to purchase the vehicle?

a] Brand [ ] b) Family & Friends [ ]

 79

c] Advertisement [ ] d] Offers [ ]

08. Did advertising play any role in decision making?

a] Yes [ ] b] No [ ]

09. How do you rate the following brands?

1 2 3 4 5 6 7
Bajaj

Yamaha

Hero Honda

TVS
 80

LML

HONDA

OTHER

10. How often your vehicle get repaired?

a] Once in 6 months [ ] b] Once in a year [ ]

c] Once in 18 months [ ]

11. Are you satisfied with the availability of spare parts?

c] Yes [ ] b) No [ ]

12. Comment on the cost of spare parts?

a] Yes [ ] b) No [ ]\

13. Since, how long you are using two wheeler?

 81

_____________________________________

14. Income:

a] <5,000 b] 5,001-10,000

c] 10, 001-20,000 d] >20,000

15. From how many years you are using our bike?

a.1 year b.3 years

c.5 year. d more than 5 years.

16. Again will you prefer to buy HERO HONDA bike?

a. Yes b.No

17. Any suggestions you want to give?

________________________________
 82

BIBILOGRAPHY

BOOKS AUTHORS

1. MARKETING MANAGEMENT : PHILIP KOTLER

2. MARKETING RESEARCH : G.C. BERRI

D.D.SHARMA

3. CONSUMER Behaviour : LOUDON & DELLA

BITTA
 83

WEBSITE:

www.herohonda.com

www.google.co.in

www.wikipedia.com
84