The Project

Entitled

“A STUDY ON CUSTOMER SATISFACTION

IN HERO BIKE”
At
ILAKSHI AUTOMOBILE PVT LTD

Submitted
For the Award of the Degree of
Master of Business Administration
Under the Faculty of Management

Submitted by
MR. BHARAT DATTU GADADHE

Under the Guidance of

DR. R.K. PARDESHI

Submitted To
“SAVITRIBAI PHULE PUNE UNIVERSITY”
In Partial Fulfillment Of The Requirement
For The Award Of The Degree Of
MASTER OF BUSINESS ADMINISTRATION (M.B.A)
THROUGH

INSTITUTE OF BUSINESS MANAGEMENT AND RURAL DEVELOPMENT

VILAD GHAT, AHMEDNAGAR
(2018-2019)
 DECLARATION

I undersigned, hereby declare that the project report entitled “A study on customer
satisfaction in Hero Bike” in “ILAKSHI AUTOMOBILE PVT LTD” At
Ahmednagar” Written and submitted by me to the “SAVITHRI BAI PUNE
UNIVERSITY” in partial fulfillment of the requirements for the award of the degree
of Master of Business Administration under the guidance of Dr. R. K. Pardeshi Is
my original work & conclusions drawn there is based material collected by myself.

Mr. Bharat Dattu Gadadhe

 ACKNOWLEDGEMENT

This acknowledgement is not merely a catalogue of names but an expression

of deep sense of gratitude to all those who helped me in this project & for giving their

assistance for completing the project successfully.

I feel my immense pleasure in expressing my sincere and profound sense of

gratitude to Mr.G.P.SUPE sir Sales Manager of ILAKSHI Automobile Pvt Ltd

and for their inspiring and affectionate guidance, unending benevolence and constant

encouragement during the course of summer project.

I express my heartfelt gratitude to the Director of Dr. Arun Ingle that had

spared no pain in bringing out the project report in the present form with their

overwhelming and expert advice.

It is pleasure to acknowledge my sincere thanks to Mr.Ganesh Anthre (faculty

guide) for his encouragement and guidance throughout the project.

Indeed words fail to express my profound sense of gratitude and heartfelt

indebtedness to my beloved parents.

I am also thankful to all of them who are directly or indirectly involved in

driving this project to a success.

( Bharat Dattu Gadadhe)

SR. TOPIC PG.
NO NO.
CHAPTER 1 INTRODUCTION 1 to 9
1.
1.1. Executive summary 2
1.2. Meaning/Definition. 3
1.3. Importance of study. 4
1.4. Research objective. 5
6
1.5. Scope of study.
7
1.6. Research methodology.
8
1.7. Methods of data collection. 9
1.8. Limitation. 10
1.9. Summary.

CHAPTER 2 COMPANY PROFILE 11 to 29

2.
2.1. Introduction of company. 12
2.2. Historical development. 13
2.3 Vision, mission, & objective of the company. 15
2.4. Product information. 18
2.5. Dealer Profile 29
3. CHAPTER 3 DATA ANALYSIS 30 to 45
4.1 Data Analysis 31
4.2 Data Analysis Process 35

CHAPTER 4 DATA INTERPRETATION 46 to 58

4. 4.1 Questioner 47

CHAPTER 5 FINDING, SUGGESTIONS&CONCLUSIONS 59 to 66

5. 5.1 Findings
5.2 Suggestions 60
5.3 Conclusion 61
5.4 Bibliography 62
5.5 Annexure 63
64
 INDEX OF TABLES

TABLE TABLE NAME PAGE

NO.
NO.
1. Awareness of Hero Model 47

2. Price level Customer Satisfaction 48

3. Faculties of payment mode 49

4. Performance level Customer Satisfaction 50

5. Mileage level Customer Satisfaction 51

6. Major robust of hero bike 52

7. Distance of travel by customer 53

8. Source of know of the hero model 54

9. Proper information getting about opinion 55

10. Satisfaction about the service 56

11. Satisfaction about Sale after service 57

12. Satisfaction about Regarding the delivery of hero 58

bike
 INDEX OF GRAPHS
GRAPH GRAPH NAME PAGE
NO.
NO.
1. Awareness of Hero Model 47

2. Price level Customer Satisfaction 48

3. Faculties of payment mode 49

4. Performance level Customer Satisfaction 50

5. Mileage level Customer Satisfaction 51

6. Major robust of hero bike 52

7. Distance of travel by customer 53

8. Source of know of the hero model 54

9. Proper information getting about opinion 55

10. Satisfaction about the service 56

11. Satisfaction about Sale after service 57

12. Satisfaction about Regarding the delivery of hero 58

bike