Presentation on customer satisfaction of Hero Honda Service

Definition of customer satisfaction:

The extent to which a customers expectations of product quality, service quality, and price are met.

Industry Profile:
India has the largest number of two wheeler in the world with 41.6 million vehicles. India has a mix of 30 percent automobile and 70 % two wheeler in the country. India was the second largest two wheeler manufacture in the world starring in 1950s with the British automobiles product of India (API) that manufactured the scooter. The Indian two-wheeler industry is dominated by three players, Bajaj, Hero Honda and TVS Suzuki, who account for 80 percent of the total two-wheeler market. Hero Honda is the market leader in the motorcycles segment and in the segment of mopeds.

Market Share of Two-Wheelers in India:

Hero Honda Bajaj TVS Yamaha LML Kinetic Royal Enfield Majetic

Company Profile:
Hero is the brand name used by the Munjal brothers for their flagship company Hero Cycles Ltd. A joint venture between the Hero Group and Honda Motor Company was established in 1984 as the Hero Honda company, India. 25-years old joint venture with Japans Honda Motor, deadline in 2014. A popular advertising campaign based on the slogan 'Fill it Shut it - Forget it' that emphasized the motorcycle's fuel efficiency helped the company grow at a double-digit pace since inception. Hero Honda has three manufacturing facilities based at Dharuhera and Gurgaon in Haryana and at Haridwar in Uttarakhand. These plants together are capable of churning out 3.9 million bikes per year. Hero Honda's has a large sales and service network with over 3,000 dealerships and service points across India.

Product Profile:
Achiever Ambition 133, Ambition 135 CBZ, CBZ Star, CBZ Xtreme CD 100, CD 100 SS, CD Dawn, CD Deluxe, CD Deluxe (Self Start) Glamour, Glamour F.I Hunk Joy Karizma, Karizma R, Karizma ZMR FI Passion, Passion+, Passion Pro Pleasure Street Splendor, Splendor+, Splendor+ (Limited Edition), Super Splendor, Splendor NXG

CUSTOMER SERVICE:
Hero Honda keeps on taking always-new initiatives to maintain its leadership on service as well as enhance customer satisfaction level on an ongoing basis. Some of the new initiatives related to customer service are as follows: Service Advisors at Dealerships Service Plus Scheme for customers Automated Mobile Service Workshops Mega Millennium Camps On the Job Training Programmes

Need for study:

To know the service efficiency of the Hero Honda company. To know the customer satisfaction regarding the service provided by the Hero Honda Service Centre.

Scope of the Study:

The main scope of the study is limited to Nellore city. It also analysis the benefits accruing to the company as a result of those service. This study has been made to find the level of satisfaction of Customer regarding the service provided by the Hero Honda Company.

Objectives of Customer Satisfaction:

To determine the factors influencing customers satisfaction regarding service. To know the expectations and requirements of all customers regarding service. Determining how well the company is satisfying these expectations and requirements. To find the service standards of the company. To give the appropriate suggestion to the company regarding their performances.

RESEARCH METHODOLOGY:
DATA COLLECTION METHODS

Primary Data Secondary Data

STATISTICAL TOOL:

Percentage Method

LMITATIONS OF STUDY:
When the Customers are busy we cant get accurate data from them. According to the time limit of my project I covered only some areas in Nellore city. During survey some respondents may not give answer in proper manner.

DATA ANALYSIS

1.How the customers are rating the technology used in the service centre?

TECHNOLOGY USED IN SERVICE CENTRE

120 100 80 60 40 20 0 excellent verygood good fair poor

no of respondents

% of respondents

2.How the customers are rating the quality of services provided by the service centre?
QUALITY OF SERVICES PROVIDED
120 100 80 60 40 20 0 excellent verygood good fair poor

no of respondents

% of respondents

Findings:

Findings:
Mostly people between 21-30 yrs(36.7%) are using twowheelers. 52.5% of people are visiting service centre whenever needed. 48.3% of customers felt that man power quality of service centre is good. 57.5% of customers felt that technology used in the service centre is good. 60% of customers are satisfied with the work done on their vehicles. 38.3% of customers felt that quality of service provided by the service centre is good. 46.7% of customers are satisfied with the overall service experience at the service centre.

Suggestions:
Service centre has to recruit skilled man power for service. More service centers should be opened. Company has to open service centers in rural areas also. Service centre should deliver the vehicle in promised time. The price charging for service should be economic. Service centre has to introduce new schemes for old bikes too.

Conclusion

Thank you!