CHAPTER - I

INTRODUCTION:
The two wheeler industry has been expanding rapidly. Gone are the days
when processing a two wheeler was seen as a
luxury. Now a day it is viewed as a mere necessity. Prior, sale of two wheelers
was mainly confined to urban areas but
lately in rural areas the bicycles are being replaced by power driven two
wheelers such as scooters and motorcycles. Not
only this, the industry has also customers ranging from all demographic
segments. It has been common that even school
going children are driving two wheelers. The women customers are also
increasing due to increase in women literacy and
employment. If getting a new customer is difficult, then retaining a current
customer is more difficult one and not only that
it is estimated that the cost of attracting a new customer is five times
retaining the current customer. It requires a great
deal of effort to induce satisfied customer to switch away from their current
preference. Thus customer attitude is been
given top priority in todays competitive world.

NEED FOR THE STUDY:

After globalizations, number of two wheeler markets have entered Indian Mar
ket. Newcompanies have been set up with fore
ign, specially Japanese Collaboration by alreadyestablished companies.
Honda motors Japan has set up subsidiary
company at Gurgaon , India to offer state of the art Honda two wheelers to
Indian makes Honda motors with its wide

product range has achieved a respectful market shone with strong dealer
network and excellent after sales services. Even
though there is waiting period for some products, some are available across
the shelf dealerships are upon not only at
metros, but also at urban and semi urban areas. This is to provide
prompt after sales services .it has opened class of art
show rooms and work shops at all the places. There is a need to study to
efforts put in by the Company, Dealers and
Service network to study the extent to which customers are satisfied with the
product, service and allied services etc.
Hence it is proposed to study the Customer Satisfaction levels of Honda
Customers with respect to the product
performance, after sales service and other allied services like finance facility,
availability of spares and accessories etc.

OBJECTIVES OF THE STUDY:

To study the profile of Two wheeler Industry in India.

To study the marketing activities of Honda Motors.

To study the Dealership profile of Vishnu Honda.

To study the customer handling practices prior to sale, during sale and after
sale and assesses the satisfaction levels of customers.

To offer suggestion for improving the customer satisfaction.

LIMITATIONS OF THE STUDY:

The study is limited to Honda Motors Customers who have purchased or
come for service to

KRISHAA Honda at SHIRUR-PUNE. Since a convenient sampling method is

adopted, the sample may not be
representing all types of customers.- As the study is conducted for a limited
period and hence it may not
be exhaustive.

METHODOLOGY:
The study is conducted basing on Primary and Secondary Data Primary data
is collected by administering
a structured questionnaire to customers who visit the dealer for purchase
and service. Data is also
collected through personal discussions with the dealer, sales and service
staff and personal observation
made during sale and service. Secondary data is obtained from company
records, web site, published
articles etc.

SAMPLING:
Convenient Sampling method is adopted for selecting the
respondents. Care is taken to cover
customers of all types of products and age groups etc.

CHAPTER II
CUSTOMER SATISFACTION
INTRODUCTION:
Satisfaction is a persons feelings of pleasure (or) is appointment resulting
from comparing a products,
perceived performance in relation to his (or) her expectation. Satisfaction is
a function of perceived
performance and expectations. If the performance falls short of expectation,
the customer is dissatisfied. If the performance matches the expectations,
the customer is satisfied. If
the performance exceeds expectations, the customer is highly satisfied (or)
delighted. Customer

satisfaction is both a goal and a marketing tool. Companies that achieve

high customer satisfaction
ratings make sure that their target market knows it. Actual performance by
the firm
Customer Satisfaction = ---------------------------------Customer Expectations.

1.CUSTOMER & HIS IMPORTANCE :

The essence of the marketing concept is that organizations must adopt
customer oriented features and
focus their attention of building programs, offering and strategies that satisfy
customer needs and
wants. Many organizations maintain their focus on operations or product or
sales effort sand thereby ;
get dislocated by mistaking the means for the end. Successful
marketing involves companywide
transformations in attitude beliefs and perceptions of the people in how they
view the
customer. Deep commitment to the customer
is what distinguishes successful marketers from Lag
gards. The excellent companies really close to their customers, other
companies top about it, excellent
companies really close to their customers, other companies to about it,
excellent companies do it. The
companies, which show extra ordinary concern for the customer,
include. American express, Mc
Donalds, Citibank, IBM who go to the smallest dealers also Never forget
the customers attitude is the
hull mark of their service strategy. Hence Customers are:

1.The most important people in any business.

2. They are not dependent of a business, But business is dependent on them.

3.They are not an interruption to own work, they are the purpose of it.

4.They are doing us favor when they come in, we are not doing them favor
by serving them.

5.They are part of our business, they are not outsiders.

6. They are not just statistic. The customers are human beings with flesh and
blood having feelings and emotions.

7.People come to us with their needs and wants. It is our job to fulfill them.

8.They are the lifeblood of every business without whom the door of
the business would have been closed.

9.Non customer functions in particular must be made customer

oriented. Customer needs and requirements should be tracked on regular
basis.

2.CUSTOMER SATISFACTION PROCESS:

Companies seeking to win in todays market must track their customers
expectations perceived company
performance and customer satisfaction not only for them but for their
competitions as well. Brand loyalty
and Customers satisfaction on the other hand are almost synonymous and
their impact on market share
is statistically verifiable. The relationship between market

share profitability as well as profitability and share holder value creation hav
e been the subject of consid
erable research over the years and the linkages have been proven many
times.

A.Customer satisfaction and Business Results:

Licensing to Brands Voice of the customer Service Quality
Service Quality
Customer Customer Satisfaction Retention Product
QualityCompetitiveInnovationGrowth RateMarket ShareSharehold
erProfitabilityValue Creation.

It has been found that some customers are, by native tendency, more likely
to move while others are not. Therefore even
for some level of satisfaction or dissatisfaction, some customer will remain
with the brand they are loyal to while others
will switch. Simply because they are
more prone to taking risks and more easily susceptible to the blandishments
of competitors andinherently more fickle. This
can be represented in four way matrix as given below High
1. Safe Customer Habitual Switches Satisfaction with 3. The Patient ones
High rise Production Low Customer Classification by
Satisfaction and Mobility1.The Safe Customers are those who are satisfied
and not likely to move.
2.The habitual switches are happy and still likely to switch.
3.The patient ones will stay on regardless but should not be taken for
granted. Their satisfaction can be improved profitably
as they are inherently less likely to switch. Todays customers are global and
have high degree of need for contrition,
recognition, approval and respect. So many companies believe that customer
satisfaction can make the company
more profitable to some extent as
It as a more process aimed at enhancing customer share.
It builds goodwill in the market, which in turn generates additional traffic to
the outlet.
It is a real experience and a rich insight is to customers min to hit the bulls
eye with carefully designed marketing
strategies
A highly effective technique is to keep of buying habits, intentions, self
image,
spending patterns, customer develops a sense of belonging in then and a sof
t corner for thecompany itself.

Higher customer retention index, customer lifetime

value, loyalty and satisfaction level increase transactions with the
same customers again and again.
A highly effective system of communication helps in developing positive
attitude in customer mind about the company its
Offerings which customers can enquire make suggestion, or
complaints. Their information flows provides these companies
with many good ideas and enable them to act more rapidly to resolve
problems.

B.Customer satisfaction surveys:

A company must not conclude that it can get a full picture of customer satisf
action anddissatisfaction by simply relaying on
a complaint and suggestion system. Studies show that customer are
dissatisfied with one out of every four purchases and
less than 5% of dissatisfied customers will complaint customer may feel that
their complaints are minor, and they will be
made to feel stupid or that no remedy will be offered. Most customers will by
less or switch the supplier

than complaint. The result is that the company has needlessly lost
customers. Therefore, companies cant use complaint
level as a measure of customer satisfaction. Responsive companies obtain a
direct measure of customer satisfaction by
conducting periodic surveys. They send questionnaire or make telephone
calls to random sample of their recent
customers to find out how they feel about various aspects of the companys
performance. Customer satisfaction can
be measure in a number of ways. It can be measured directly by asking
indicate how satisfied you are with service on
the following scale, highly dissatisfied ,indifferent satisfied, highly satisfied
(Directly reported satisfaction). Respondents
can be asked as well as to rate how much they expected
of a certain attribute and also much. They experienced (desired
dissatisfaction) still another method to ask respondents to list any problems
they had with the offer and to list any
improvements they could suggest (Problem analysis) finally, companies
could ask respondents to rate various elements of
the offer in items of the importance of the each of and how were the
organization performed each element
(important performance ratings). Its last method helps the company to know
if it is under performing onimportant
elements and over performing on relatively unimportant elements.

C.Ghost shopping:
Another useful way to gather a picture of customers satisfaction is to hire
persons to pose
as potential buyers to report their finds on strong and weak points they expe
rienced in buying the companys and
competitors products

D.Lost Customer Analysis:

Companies should contact who stopped buying or who have switch
to another supplier to learn why this happened. When
IBM loses a customer, they amount through effort or learn where they failed
is their price too high, their service deficient
their products unreliable and so on. Not only it is important to conduct exit
interviews but also to monitor the customer
loss rate, which if its increasing clearly indicated that the company is failing
to satisfy customers.

E. Lost Customer Analysis:

Companies should contact who stopped buying or who have switch to other
supplier to learn why this
happened. When IBM loses a customer, they amount through effort or learn
where they failed is
their price too high, their service deficient their products unreliable and so
on. Not only it is important to
conduct exit interviews but also to monitor the customer loss rate, which if it
increasing clearly
indicated that the company is failing to satisfy customer.

F.Some caution in Measuring Customers Satisfaction:

When customers rate their satisfaction with an element of the companys pe
rformance saydelivery, we
need to recognize that customers will vary in how they define food delivery;
it could mean early

delivery on time; delivery order completeness and so on. Yet if the company
had to sell out very element
in detail customers would face huge questionnaire.
Companies should also note that managers and sales persons could
manipulate their ratings on customer
satisfaction. They can be especially nice to customers just before the
survey. They can also try excluding
unhappy customers from being included in the survey. Some customers may
want to express high
dissatisfaction in order to receive more concession.

G.Post Purchase Action

The Customers satisfaction or dissatisfaction with the product will influence
subsequent behavior. If the customer
is satisfied, he or she will exhibit a higher probability of purchasing
the product main. The satisfied customer will also tend
to say good things about the brand to others. Marketers lay or best
advertisements is the satisfied customer. A
dissatisfied consumer responds differently. The dissatisfied consumer will
try to reduce
thedissolvance because a human being strives to establish internal harmony
consistency or congruity among his opinions,
knowledge
values. Marketers should be aware of the full range of ways consumers
handle dissatisfaction. Consumers have a choice
between taking and not taking any action. If the former, they can
take public action or private action. If the former, they can take public action
or private action. If the former, they can take
public action or private action. Public action includes complaining to the
company going to lawyer or complaining to other

groups that might help the buyer gets satisfaction. Such as a business
private or government agencies or the buyer
might simply stop buying the product or warn friends. In all these cases the
seller losses in having done a poor job of
satisfaction to the customer.

H.System for complaints handling & service recovery:

Studies of Customer dissatisfaction show that customer are dissatisfied with
their purchases about 25% of the time. But
surprising finding is that only about 5% complain. The other 95%either feels
that it is not worth the effort to complain or
that they dont know how to whom to complain .Of the 5% of customers who
complain, only about 50% report a
satisfactory problem resolution. Yet they need to resolve a customer
problem in a satisfactory manner is critical where as
on average a satisfied customers tells three people about a good product
experience dissatisfied customer groups to
people. If each of them tells still other people the number of exposed to bad
work of mouth may grow exponentially.

CHAPTER III
Profile of Honda
HONDA MOTOR COMPANY LTD:
Honda has been the world's largest motorcycle manufacturer since 1959 as
well as the world's largest manufacturer of

internal combustion engines measured by volume, producing more than14

million internal combustion engines each year.
Honda surpassed Nissan in 2001 to become the second-largest Japanese
automobile manufacturer As of August 2008,
Honda surpassed Chrysler as the fourth largest automobile manufacturer in
the United States Honda is the sixth largest
automobile manufacturer in the world. Honda was the first Japanese
automobile manufacturer to release a dedicated
luxury
brand,Acura, in 1986. Aside from their core automobile and motorcycle busin
esses, Honda alsomanufactures garden
equipment, marine engines, personal watercraft and power
generators,amongst others. Since 1986, Honda has been involved with artifi
cial intelligence/roboticsresearch and
released their ASIMO robot in 2000. They have also ventured into Aero space
withthe establishment of GE Honda Aero Engines in 2004 and the Honda HA420HondaJet,scheduled to be released in 2011.
Honda spends about 5% of its revenues into R&D.

HISTORY:
From a young age, Honda's founder, Soichiro Honda (November 17, 1906
-August 5, 1991) had a great interest in
automobiles. He then established the Honda Technical Research Institute in
Hamamatsu, Japan, to develop and produce small 2-cycle motorbike engines.
Calling upon18,000 bicycle shop owners
across Japan to take part in revitalizing a nation torn apart by war, Soichiro
received enough capital to engineer his first
motorcycle, the Honda Cub. This marked15 the beginning of Honda Motor
Company, which would grow a short time later to
be the world's largest manufacturer of motorcycles by 1964.

PHILOSOPHY:
HMSI operates on a principle, which is followed worldwide by all Honda
companies. Maintaining a global viewpoint, we are
dedicated to supplying products of the highest quality, yet at a reasonable
price for worldwide customer satisfaction.
Honda's philosophy is based on the company's guiding principle and
advocates 2 fundamental beliefs:
During the 1960s, when it was a small manufacturer, Honda broke out of the
Japanesemotorcycle market and began
exporting to the U.S. Taking Hondas story as an archetype of the smaller
manufacturer entering a new
market already occupied by highly dominant competitors ,the story of their
market entry, and their subsequent huge
success in the U.S. and around the world, has been the subject of some
academic controversy. Competing explanations
have been advanced to explain Hondas strategy and the reasons for their
success. The first of these explanations was put
forward when, in 1975, Boston Consulting Group (BCG)was commissioned by
the UK government to write a report
explaining why and how the British motorcycle industry had been outcompeted by its Japanese competitors.
The report concluded that the Japanese firms, including Honda, had sought a
very high scale of production (they had made
a large number of motorbikes) in order to benefit from economies of scale
and learning curve effects. It blamed the
decline of the British motorcycle industry on the failure of British managers
to invest enough in their businesses to profit
from economies of scale and scope. The second explanation was offered in
1984 by Richard Pascale, who had interviewed
the Honda executives responsible for the firms entry into the U.S. market.
As opposed to the tightly focused strategy of

low cost and high scale that BCG accredited to Honda, Pascale found that
their entry into the U.S. market was a story of
miscalculation, serendipity, and organizational learning in other words,
Hondas success was due to the adaptability and
hard work of its staff, rather than any long term strategy. For example,
Hondas initial plan on entering the U.S. was to
compete in large motorcycles, around 300 cc. It was only when the team
found that the scooters they were using to get
themselves around their
U.S. base of San Francisco attracted positive interest from consumers that
they came up with the idea of selling the Super
cub.

AWARDS:
2011"Indian Motorcycle of the Year 2011 (IMOTY) Jury: BS Motoring , Bike
India , BBC Top Gear , Overdrive , Auto Bild India ."17
Bike of the Year CNBC TV18 Overdrive Awards 2011Bike of the Year Bloomberg/UTV Auto car Award 2011Viewers Choice
Award: Bike of the Year - Bloomberg / UTV Auto car Awards 2011.

CB Twister:
The Most Awarded Motorcycle of the Year - 2011"Bike of the Year - BS
Motoring Award 2011 .Bike of the Year up to 110CC Bike India .
Motorcycle up to 110CC - NDTV Car & Bike Awards 2011.
Premium 100CC Motorcycle Zing wheels Awards. Entry Level Motorcycle of
the Year - Auto Bild Golden Steering Awards.

CB Unicorn Dazzler:
Motorcycle up to 160CC NDTV Car & Bike Awards 2011.Sporty Motorcycle
up to 180CC Zig wheels Awards .Premium
Motorcycle of the Year - Auto Bild Golden Steering Awards.

VFR 1200F
Superbike of the Year Top Gear Automotive Technology of the Year Zig
wheels Awards.

Brand Honda:
" Most Reliable Brand - Advanced Technology Brand by Auto India Best Brand
Survey Awards 2011"

Motorsport:
Honored for Promoting 2 Wheeler racing in India 2010

Brand:
" Most Reliable Brand- Advance Technology- Quality By Apollo Auto India Best
Brand Awards 2010" Trusted Brand Award
(Gold) for Two-wheeler: Readers' Digest.
CB1000R Import Two - Wheeler of the Year NDTV Profit Car & Bike Awards
2010.

CB1000R Import Bike of the Year Auto Car Awards 2010.

CBR1000RR Fire blade Performance Bike of the Year - CNBC TV 18 Overdrive
Award 2009

CBF Stunner Bike of the Year - NDTV Profit Award 2009

Aviator Scooter of the Year - NDTV Profit Award 2009

Activa Scooter of the Year - ET Zing Wheels Awards 2009

Customers Satisfaction No.1 - CNBC TV18 - Auto Car "Auto Awards 2008.

Brand-Well Made Bike 2008 ,Advanced Technology 2008-Overall 2008,HondaEco-Friendliness 2008-Resale Value 2008 By Apollo Tyres - Auto India "Best
Brand Survey Awards 2008.

Enter no Best automobile brand of India 2007 (Plan man Media) Activa Best
automobile brand of India 2007 (Plan man Media)

Shine TNS Voice of The customer Award 2006 (TNS)

Unicorn Motorcycle of the Year 2005 (B.S. Motoring & auto car)Unicorn TNS
Voice of the Customer Award (TNS)Enter no Scooters of the Year
2005 (B.S. Motoring & Overdrive)

Enter no Best Scootes of the Year 2014 (B S. Motoring & ICICI Bank,
Overdrive Magazine)

Dio Scooter of the Year 2003 (BBC)

Activa Scooter of the Year 2002 by Overdrive Magazine.
Activa Scooter of the Year 2001 (BS Motoring).
Tokyo, April 28, 2010--- Honda Motor Co., Ltd. today announced its
consolidated financial results for the fiscal Fourth
quarter and the fiscal year ended March 31, 2010.

Fourth Quarter Results

Hondas consolidated net income attributable to Honda Motor Co.,

Ltd. for the fiscal fourth quarter ended March 31, 2010 amounted
to JPY 72.1 billion (USD 776 million), an increase of JPY 252.1
billion from the same period in 2009. Basic net
income attributable to Honda Motor Co., Ltd. per common share
for the quarter amounted to JPY 39.78 (USD 0.43),
anincrease of JPY 138.95 from the corresponding period last year.
One Honda AmericanDepository Share represents one common
share. Consolidated net sales and other operating revenue (herein
referred to as revenue) for the quarter amounted to JPY 2,279.5
billion (USD 24,501 million), an increase of 27.8% from the same
period in 2009, due primarily to increased revenue in all of the
business segments and currency translation effects. Honda
estimates that had the exchange rates remained the same
from the corresponding period in 2009, revenue for the
quarter would have increased by approximately
25.4%.Consolidated operating income for the quarter amounted t
o JPY 96.0 billion (USD1,033million), an increase of JPY368.2 billion
from the same period in 2009, due primarily
toincreased profit attributable to increased revenue, reduction in
vehicle costs as a result of increased production and decreased
SG&A expenses. Consolidated income before income taxes and
equity in income of affiliates for the quarter amounted to JPY 93.5
billion (USD 1,006 million), an increase of JPY 392.2 billion from
the same period in 2009.
Equity in income of affiliates amounted to JPY 23.8 billion (USD
257 million) for the quarter, an increase of JPY 21.1 billion from
the corresponding period last year.
Fiscal Year Results:
Hondas consolidated net income attributable to Honda Motor Co., Ltd. for
the fiscal year ended March 31, 2010 totaled JPY

268.4 billion (USD 2,885 million), an increase of 95.9%from the previous

fiscal year. Basic net income attributable to
Honda Motor Co., Ltd. Per common share for the period amounted to JPY
147.91 (USD 1.59), an increase of JPY 72.41from the
previous fiscal year. Consolidated revenue for the period amounted to JPY
8,579.1 billion (USD 92,210 million),
adecrease of 14.3% from the previous fiscal year, primarily due to unfavorab
le currencytranslation effects and decreased
revenue in the automobile business. Honda estimates that had the exchange
rate remained the same as the previous fiscal
year, revenue for the period would have decreased by approximately
7.5%.Consolidated operating income for the period
totaled JPY 363.7 billion (USD 3,910
million),anincrease of 91.8%, due primarily to decreased SG&A expenses an
d R&D expenses andcontinuing cost reduction
efforts, despite decreased profit attributable to decreased revenue ,the
unfavorable impact of currency effects and the
increase in fixed costs per vehicle as a result of reduced production.
Consolidated income before income taxes and equity
in income of affiliates for the period totaled JPY 336.1 billion (USD 3,613
million), an increase of 107.9% from the previous
fiscal year. Equity in income of affiliates amounted to JPY 93.2 billion (USD
1,003 million) for the period, decrease of 5.8%
from the previous fiscal year.

Racing.
Honda has always played an important role in motor sports, believing it to be
the springboard for technological
advancement. It has also been an aggressive force in the endurance,
motocross and trial races held around the world. We

at Honda, are not allowing this momentum to let up, as we pursue even
greater achievements. Honda has always loved racing, ever since Sochiro
Honda took his company into
motorcyclecompetition, sometime in the 1950s. Hondas engineers have test
ed themselves on theinternational stage,
proving their technology to be the best in the world. These technologies are
tested in the extreme conditions of
motorcycle racing, to adapt them for use in vehicles that ply on roads today.
In the past, Honda has powered some of the
all time great racers, including Redman, Hail wood, Spencer, Gardner,
Capirossi and Doohan, to 39 riders titles. Even today,
some of the greatest motorcycle racers, like Alex Baros, Max Biaggi, Nicky
Hayden ride on Honda bikes, at the races. Honda
enters the Isle of Man TT Races in 1959 Honda is an active participant in
many off-road races Michael Doohan riding Repsol
Honda's NSR 500.Technologies like these are not just for the race tracks, but
are also incorporated in our everyday
vehicles. They are first tested, refined and proven under the trying
conditions in the races, and then finally adapted in the
vehicles, so that two wheelers like Activa and Dio can utilise and benefit from
such technologies.

PROFILE OF KRISHAA HONDA.

HISTORY:
KRISHAA Honda motors Authorized dealer of Honda Company in SHIRURPUNE. Operation in March 2016. which is now
popularly known as Krishaa Honda From Monthly Sale of 250 Two wheelers
initially it has reached a monthly sales
volume250nos. (3000 per annum). This spectacular growth is mainly due to
aggressive, clear he added management and

with sheer hard work of every staff member and above all out standing
customer support. Krishaa Honda captured 40% of
Shirur two and wheelers market successfully standing with the challenges
from competition. As of now Krishaa Honda
has a work force of 30 members, with an annual turnover of Rs.12
crores. They have also opened a separate service
station for better customer care.

PROMOTIONAL ACTIVITIES OF KRISHAA H0NDA:

The promotional activities adopted by Krishaa Honda motors are:
1.Test Rides.
2.Exchange Melas.
3.Mileage Contest.
4.Loan Melas.
5.Harding & Wall Paintings.
6.Sponsoring youth Events.
7.Financing in the spot.
8.Distributing pamphlets.
9.Advertising in news paper Out put Sols of Spare parts work shop of Honda
Show Room out side Mechanics and Customers .Total Spare Parts above
11,000 Parts.

FINANCE LEVEL:
The Krishaa Honda Provides sum finance facility to the customer The finance
facility Banks are

1.HDFC Financed.
2.Sriram Financed.
Fulletron The finance lever provides interest rate Rs. 1per 100. The customer
paid minimum 30% of theVehicle Amount. The
finance facility taken by the above 200 people of them.

SALES TEAM:
Sales Manager and four executives monthly they are sold 200 vehicle. They
provide 12% Interest rate. Incentive given
by company per vehicle 1000to 1500 Rupees of them. The demand is very
more for Honda Bikes there are 50% of Bikes
Purchase by spot cash 50%Vehicle side Finance Purchase. They are not
giving any offer to vehicle some times company
giving insurance offer. More sales for Activa, Shine, Unicorn, etc

ACHIEVEMENTS
They are good in Customer Dealership Enquiries and giving good facilities to
Customer.

ORGANISATION STRUCTURE

PROPRIETOR CHIEF EXECUTIVGENER MANAGER SALES

Dept.Accts. DeptWork Dept.Spares Dept.Group Leaders Accts Works Manager
spare in ChargeSales ExecutiveserviceManager Asst. SparesSupervisorsMech
anics.

CHAPTER IV

ANALYSIS OF STUDY AGE:

Age Group Number of Respondents *18-25% * 36-45% *
26-45%
From this table, we can infer that 43% of the two wheeler users are between
18 to 25 years of age and another 14% are
between 36 to 45 years of age. 15% of the bike users are between 26 to45
years of age. 26%users are above 46 years of
age.

INCOME NUMBER:
TOTAL of Respondents Below 50K * 51 K - 1 Lakh *
1 Lake - 2 Lakh *2 Lakes - 5 Lakhs *Above 5 Lakhs.
It is surprising to note that 95% of the bike owners are having annual income
less than 2 lakhs. In this 5% are having
income between 2 lakhs to 5lakhs. Though this looks un reliable, generally
respondents do not reveal their real
incomes. They have quoted their incomes as per the Ration Cards they
possess.

OCCUPATION:
Occupation Number of Respondents % * Students *
Employee * Business * Any other
80% of the bike owners are students and 17% are business people. Only 3%
are any other.

Duration of Usage of the Vehicle:

Duration Number of Respondents % * Less than 1 year
* 1 year to 2 years * 2 years to 5 years *
5 years to 10 years *Above 10
37% of the vehicle owners are using the vehicle from less than a year. 17%
are using the vehicle since 5 years. 46% of the
users are using a vehicle for a maximum of 5 years.

REASONS FOR CHOSING HONDA:

REASON Number of Respondents % * Price * Promotion *
Appearance * Technology
* Any other

REASON FOR CHOSING THE DEALER:

REASON Number of Respondents % * Local Dealer *
Service Dealer * Schemes * Finance Facility * Any other
58% of the customers have brought the vehicle from the particular dealers
because he is alone dealer. 42% have
preferred because the dealer is also a service dealer. Schemes and finance
facility have no impact on dealer choice.

INFLUENCER:
Person Number of Respondents % * Self * Family members
* Friends * Any other
92% of the customers have decided to buy Honda Vehicle influenced by their
friends. 4% are influenced by their family
member While choosing Honda and a particular model, the customers are
influenced by the price of the bike. Limited importance is given to
Appearance of the vehicle.

COST OF SPARES & SERVICING:

Number of Respondents% * High * Slightly High *
Reasonable * Cheap
79% of the customers perceive the cost of service and spares slightly high.
Only 6% and 14% are felt that it is high and
reasonable.

LOYALTY TO DEALER:
* Yes * No
75%of the customers are satisfied with service of Krishaa Honda.
They also get Paid service from this dealers after free services.

CHAPTER-V
SUMMARY AND SUGGESTIONS
SUMMARY:
Honda is a major player in Two wheeler market. In India almost every second
motor cycle sold is from Honda. It is has many
award to its credit How strong the brand may be, every organization has to
strive to improve customer satisfaction. With
increasing competition and customer expectations, Customer Satisfaction is
the key to success of any organization.
Dealers play a very important role in the marketing of any product. Their role
is vital mainly in the case of consumer
durables in general and automobiles in particular. Unlike majority
of consumer durables, automobiles need periodic
maintenance. Two wheelers have a peculiar feature as they are used by
common man who hardly has any knowledge of the
functioning or repairing of the vehicle, dealers role is very
important. Dealers can enhance or tarnish the image of the
company and the product how ever good it may be. The strength of Honda
motors is its channel partners, and service
availability every where.The findings of the study are summarized below:

Majority of the Honda customers are in the age group of 18 to 25 years.

Majority of them are under graduates.

Honda two wheeler customers are middle class and upper middle class.

Normally a customer uses a Honda vehicle to a maximum period of 10

years.

Activa, Unicorn and Shine brands are bread winners to Honda.

Customers buy Honda for its technical features like mileage,

easy maintenance, superior technology etc.

Customers buy Honda influenced by their friends.

Customers normally prefer local dealers and service dealers for buying a
vehicle.

The dealer at KRISHAA Honda motors is rated high by the,

customers for service and are not loyal to them for after free services are
over

Cost of spares and service is slightly high.

SUGGESTIONS:
Regular availability of all models should be ensured. Efforts have to be taken
to ensure no stock outs for Activa, Unicorn
and Shine. Dealer has to put efforts to improve quality of after sales service
as majority opined that they would not prefer
the dealer after free services. Dealer and Company should ensure availability
of flagship brand Activa. Due to non
availability,majority of the prospective customers are shifting to other
company brands. Customers are suspecting the

dealers role in sticking to booking schedule. Efforts to be taken to ensure

transparency in booking. Customer feedback
system after sale and service would improve the image of the dealer. Dealer
has to tie up with banks to provide finance at
competitive interest rates. Dealer has to be aggressive in marketing the
vehicles as they face a very tough competition
from local TVS Dealer i.e. Jupiter Honda Dealer as well as the company has
to put all efforts to enhance the image of
the brand as well as the dealership.

CHAPTER-VI
QUSTIONNARIES
Name: Town/Village. Reg. No. Model Year of Manufacture:
1. Age ( Years):
A) 18-25 B) 35-45 C) 25-35 D) 45 Above

2. Qualification:
A) Under Graduate B) Graduate C) Post Graduated D) Any Other

3. Family annual Income:

A) below 50,000 B) 50,000 to 1,00,000 C) 1-2lakhs D) 2-5lakhs E) above

five lakhs.

4. Occupation:
A) Student B) Government Employee C) Private Employee D) Business E)
Any Other (Specify).

5. What type of two wheeler do you own?

A) Scooter B) Motorbike C) Any Other(specify)..

6. Since how long are you using the particular two

wheeler?
A) Less than 1 year B) 1-2 years C) 2-5years D) 5-10years E) Above 10
years

7. Specify the brand of two wheeler do you own?

A) Activa B) Dio C) Aviator D) Shine
H) Dream Yuga I) CBR250

E)

Unicorn F)

Dazzler G) Hornet

8. You preferred the particular brand because of ?

A)
Price B) Promotion C) Appearance D) Technical Factors
(Specify)..

E)

Any Other

9. Who influenced you to purchase the two wheeler ?

A) Self B) Family

C) Friends

D) Advertisement

E) Any Other (Specify)

10. Why did you choose KRISHAA Honda?

A) Local dealer B)Service dealer

Any Other (Specify)

C) Schemes

D) Finance availability

E)

11. Are you satisfied with the Vehicle ?

A) Yes B) NO

12. If No. The reason is:

A) More petrol consumption/less Mileage B) Less Pick
availability of spares D) Any other (Specify)

Up.

C)

Non

13. How would you rate service offered by KRISHAA

Honda for your two wheeler?
A) Excellent B) Good C) Average D) Not satisfied

14. How do you rate the cost of spares and service

charges charged by KRISHAA Honda:
A) High B) Reasonable C) Competitive

15. Do you prefers to get your Vehicle

KRISHAA Honda after free services also?

serviced

A) Yes B) NO

CHAPTER-VII
BIBLIOGRAPHY
Philip Kotler Principals of Marketing ,Prention-Hall of India. Pvt .Ltd New
Delhi(1999).
Jagdish.N.Sheth Atul Parvatiyar

at

Relationship Marketing:
A division of stage publication New Delhi.(2000).
Philip Kotler
Marketing Management:
(In India, Bangladesh, Nepal).Pearl, Jack & Robyn.
Marketing Channels:
A Division of Holt, Rinehart & Weston(1978)
.V.V.RamaSwamy, S.Namakumari.
Marketing Management:
(Planning & Implementation &Control)
Rajiv Beri for Macmillan Indian Ltd .
New Delhi(2002).

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