A MAJOR PROJECT REPORT

ON

CONSUMER SATISFACTION & ANALYSIS

OF HERO MOTOCORP

Submitted
In the fulfillment of the Degree of
Bachelor of Business Administration

Semester - VI

BY

Shakil khan (2017BBA009)

Submitted To :

(Prof.) Sumedha Sharma

Jagran Lakecity Business School,

Jagran Lakecity University

Bhopal

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 ACKNOWLEDGEMENT

I would like to express my special thanks of gratitude to my mentor

Prof. Sumedha Sharma , who gave me the golden opportunity to do
this wonderful study on Consumer Satisfaction Hero Motocop,
which also helped me in doing a lot of Research and i came to know
about so many new things I am really thankful to her/him,

Secondly i would also like to thank my friends and Classmates who

helped me a lot in finalizing this project within the limited time frame
and completing it within time, gathering information from different
sources, collecting and guiding me time to time for making this
report, despite of there busy schedule they give me enough ideas to
make a unique report.

Thank you.

Shakil khan
BBA VI semester

DECLARATION

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I, SHAKIL KHAN hereby declare that this project report is the
record of authentic work carried out by me during the period from
JANUARY TO MARCH 2020
The information/data presented herein is correct and has not been
submitted to any other University or Institute for any purpose.

Mentor Signature Student Signature

Name : PROF.SUMEDHA SHARMA Name : SHAKIL KHAN

Date : JLU01957

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 TABLE OF CONTENT

SERIAL. Title Page No.

1. Front Page 1
2. Acknowledgement 2
3. Declaration 3
4. Table of Content 4-5
5. Executive Summary 6-7
6. CHAPTER 1 : Introduction 8-16
1.1 Introduction of the Study
1.2 Introduction of the Company
1.3 About the Conpany
1.4 History of the Company
7. CHAPTER 2 : Objective of the Study 17-19
2.1 Scope of the Study
2.2 Need of the Study
8. CHAPTER 3 : Industry Profile 20-22
9. CHAPTER 4 : Organizational profile 23-31
4.1 Product Profile
4.2 Vision
4.3 Mission
4.4 Strategy
4.5 Organizational Structure
4.6 Award & Achievements
10. CHAPTER 5 : Theoritical Background 32-38
5.1 Review of Literature
5.2 Fundamental Concept
11. CHAPTER 6 : Research Methodology 39-42
6.1 Research Design
6.2 Statement of Problem

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 6.3 Sources of Data Collection
6.4 Sampling Description
6.5 Analytical & Statistical Techniques

12. CHAPTER 7 : Data Analysis & 43-49

Interpretation
13. CHAPTER 8 : Research Finding 50-51
14. Suggestion & Recommendation 52-53
15. Conclusion 54
16. Limitations of the Study 55
17. Bibliography 56
18. Questionnaire 57-61

EXECUTIVE SUMMARY

Hero Motocorp Ltd. Is started as Hero Honda is an Indian motorcycle and

scooter manufacturer based in New Delhi, India. Hero Honda started in 1984 as
a joint venture between Hero Cycles of India and Honda of Japan. The
company is thelargest two wheeler manufacturer in India. The 2006 Forbes 200
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Most Respectedcompanies list has Hero Honda Motors ranked at 108. In 2010,
When Honda decided to move outof the joint venture, Hero Group boughtthe
shares held by Honda. Subsequently, in August 2011 the company was
renamedHero MotoCorp with a new corporate identity. On 4th June 2012,Hero
Motocorpapproved a proposal to merge the investment arm of its parent-Hero
Investment Pvt.Ltd. into the automaker. The decision comes after 18 months of
its split from HondaMotor. Termination of Honda joint ventureMain article:
Hero Honda splitIn December 2010, the Board of Directors of the Hero Honda
Group have decided toterminate the joint venture between Hero Group of India
and Honda of Japan in a phasedmanner. The Hero Group would buy out the
26% stake of the Honda in JV Hero Honda.Under the joint venture Hero Group
could not export to international markets (except Sri Lanka) and the termination
would mean that Hero Group can now export. Since the beginning, the Hero
Group relied on their Japanese partner Honda for the technology in their bikes.
So there are concerns that the Hero Group might not be able to sustain the
performance of the Joint Venture alone. Hero MotoCorp The new brand
identity and logo, Hero MotoCorp, was developed by the London firm
WolffOlin’s. The logo was revealed on 9 August 2011 in London, the day
before the third test match between England and India. Hero Moto Corp can
now export to Latin America, Africa and West Asia. Hero is free to use any
vendors for its components instead of just Honda-approved vendors. Company
performance.
During the fiscal year 2008-09, the company sold 3.7 million bikes, a growth of
12% overlast year. In the same year, the company had a market share of 57% in
the Indian market. Hero Honda sells more two wheelers than the second, third
and fourth placed two-wheeler companies put together. Hero Honda's bike hero
splendor pro sells more than one million units per year. On 1st June 2012, Hero
MotoCorp reported its highest ever monthly sales at5, 56,644 units in May,
registering a growth of 11.28%.According to my experience I found that

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overview about Hero motors. Different types ofsales promotion & techniques
used to promote & increase growth level of Hero Motocorp.

Chapter 1 : Introduction

1.2 Introduction to the Project

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The project is all about developing the customer satisfaction in Hero
motocorp. For the past years even company is trying to satisfy its customers.
The emphasis is on ways of taking customers, then on attracting new
customers. It is easy to attract new customers then to retake old customers. So,
companies are trying to focus on this aspect of customer’s satisfaction and
needs.

The sale of a product doesnt end with the sale transaction but it is the point at
which the original marketing concept starts. The marketer has to see that
whether the customer satisfied with that particular product/service or not. The
post purchase behavior is important for a marketer that what is the behavior of
the consumer after buying a bike. If there is any cognitive dissonance in the
minds of the customers then that is enough to lose a customer. Keeping this in
mind the companies are giving more importance to customer satisfaction.

This project work has been done to find out whether a customer is satisfied or
dissatisfied, also to measure the level of the customer satisfaction and provide
this feedback to the company. The first phase of the project involves the
collection of information from the customers for interpreting the characteristics
based on which the customer feels satisfied or dissatisfied. This information is
collected by preparing a structured questionnaire. The questionnaire consists of
both open-ended and closed- ended questions. The questionnaire is designed in
such a way that a customer feels convenient to answer.

The collated information through the questionnaire is analyzed and presented

in a statistical form. The findings are listed and suggestions to solve problems
faced have been given in the suggestion part.

Perdormance :
Whether the buyer is satisfied after purchase depends on the offers performance

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in relation to the buyer expectation. In general satisfaction are a person’s feelings
of pleasure or disappointment resulting from comparing a products perceived
performance relation to his/her expectations. If the performance falls short of
expectation, the customer is dissatisfied. If the performance matches the
expectation customer is satisfied. If the performance exceeds the expectation the
customer is highly satisfied.
Defination of Consumer satisfaction
Cocotte, woodruff and Jenkins (1987) define customer satisfaction as
"conceptualized as a feeling developed from an evaluation of the experience."
HERE, the timing of satisfaction response is driving consumption.
BUT there is general agreement with kotler (2003) that "customer satisfaction is
a person's feeling of pleasure or disappointment resulting from comparing a
products perceived performance in relation to his or her expectation." In short
customer satisfaction is "The provision of goods or services which fulfill the
customer expectation in terms of quality and service, in relation to price paid."

Importance of Consumer Satisfaction

It costs at least 7 times more to source a new customer than it does to retain
existing one a 'satisfied' customer tells 5-7 people in a year whilst a 'dissatisfied'
customer will tell 14-15 people.
Companies can boost profits anywhere from 25% to 125% by retaining a mere
5% more of their exciting customers.
Totally satisfied customers were 6 times more likely to use that services and
commend it than ' satisfied' customers.
Customers who have a bad experience with you and do not complain are only
37% likely to still do business with you.
Customers who have an opportunity to complain and the complaint is achieved
are 95% likely to still do business with you.

Factors of Consumer Satisfaction :

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 1. Service of quality
2. reliability of service
3. knowledge of the staff
4. Being kept informed of progress
5. The way service kept its promises
6. The way the service handled any problem Friendliness of staff
7. How sympathetic staff were to your needs
8. Speed of enquiries
9. Number of time had to contact the service.

1.2 Introduction to the company

Hero MotoCorp is the World's single largest two–wheeler motorcycle company.

Motor Company of Japan and the Hero Group entered a joint venture to setup
Hero Motors Limited in 1984. The joint venture between India's Hero Group
and Motor Company, Japan has not only created the world's single largest two
wheeler company but also one of the most successful joint ventures worldwide.

During the 80s, Hero became the first company in India to prove that it was
possible to drive a vehicle without polluting the roads. The company introduced
new generation motorcycles that set industry benchmarks for fuel thrift and low
emission. A legendary 'Fill it – Shut it – Forget it' campaign captured the
imagination of commuters across India, and Hero sold millions of bikes purely
on the commitment of increased mileage.

Over 20 million Hero two wheelers tread Indian roads today. These are almost
as many as the number of people in Finland, Ireland and Sweden put together.
Hero has consistently grown at double digits since inception; and today, every

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second motorcycle sold in the country is a Hero. Every 30 seconds, someone in
India buys Hero's top –selling motorcycle – Splendor. This festive season, the
company sold half a million two wheelers in a single month—a feat
unparalleled in global automotive history.

Hero became the first company in the country to introduce four–stroke

motorcycles and set the standards for fuel efficiency, pollution control and
quality. It has an excellent distribution and service network spread throughout
the country.

Having reached an unassailable pole position in the Indian two wheeler market,
Hero is constantly working towards consolidating its position in the market
place. The company believes that changing demographic profile of India,
increasing urbanization and the empowerment of rural India will add millions
of new families to the economic mainstream. This would provide the growth
ballast that would sustain Hero in the years to come. As Brijmohan Lall
Munjal, the Chairman, Hero Motors succinctly points out, 'We pioneered India's
motorcycle industry, and it's our responsibility now to take the industry to the
next level. We'll do all it takes to reach there.''

1.3 About the Company :

“Hero” is the brand name used by the Munjal brothers for their flagship company ,It
is a public company under HEROMOTOCO the industry is automotive founded in
19 January 1982, the headquarters of Hero are in New delhi and is founded by Brij
Mohan Munjal the total revenue of the company Hero Cycles Ltd is US$ 5 billion,
and the total assets are sum up to 62 billion in 2019, the number of employees work
in the Hero are 5,842. A joint venture between the Hero Group and Honda Motor
Company was established in 1984 as the Hero Honda Motors Limited at

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Dharuhera, India. Munjal family and Honda group both owned 26% stake in
the Company.

During the 1980s, the company introduced motorcycles that were popular in
India for their fuel economy and low cost. 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. In 2001, the company became the largest two-wheeler
manufacturing company in India and globally it maintains global industry
leadership till date.The technology in the bikes of Hero Motocorp (earlier Hero
Honda) for almost 26 years (1984–2010) has come from the Japanese counterpart
Honda.

1.4 History of the Company

 1956—Formation of Hero Cycles in Ludhiana(majestic auto limited)

 1975—Hero Cycle becomes largest bicycle manufacturer in India.
 1983—Joint Collaboration Agreement with Honda Motor
Co. Ltd. Japan signed Shareholders Agreement signed
 1984—Hero Honda Motors Ltd. incorporated
 1985—Hero Honda motorcycle CD 100 launched.
 1989—Hero Honda motorcycle Sleek launched.
 1991—Hero Honda motorcycle CD 100 SS launched.
 1994 – Hero Honda motorcycle Splendor launched.
 1997—Hero Honda motorcycle Street launched.
 1999 – Hero Honda motorcycle CBZ launched.
 2001 – Hero Honda motorcycle Passion and Hero Honda Joy launched.
 2002—Hero Honda motorcycle Dawn and Hero Honda motorcycle
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 Ambition launched.
 2003—Hero Honda motorcycle CD Dawn, Hero Honda
motorcycle Splendor plus, Hero Honda motorcycle Passion
Plus and Hero Honda motorcycle Karizma launched.
 2004—Hero Honda motorcycle Ambition 135 and Hero Honda
motorcycle CBZ Star launched.
 2005—Hero Motocorp SuperSplendor, Hero Honda motorcycle CD
Deluxe, Hero Honda motorcycle Glamour, Hero Honda motorcycle
Achiever and Hero Honda Scooter Pleasure.
 2007—New Models of Hero Honda motorcycle Splendor NXG, New
Models of Hero Honda motorcycle CD Deluxe, New Models of Hero
Honda motorcycle Passion Plus and Hero Honda motorcycle Hunk
launched.
 2008—New Models of Hero Honda motorcycles Pleasure, CBZ Xtreme,
Glamour, Glamour If and Hero Honda motorcycle Passion Pro launched.
 2009—New Models of Hero Honda motorcycle Karizma: Karizma –
ZMR and limited edition of Hero Honda motorcycle Hunk launched
 2010—New Models of Hero Honda motorcycle Splendor Pro and New
Hero Honda motorcycle Hunk and New Hero Honda Motorcycle Super
Splendor launched.
 2011—New Models of Hero Honda motorcycles Glamour, Glamour FI,
CBZ Xtreme, Karizma
launched. New licensing arrangement signed between Hero and Honda. In
August Hero and Honda parted company, thus forming Hero MotoCorp
and Honda moving out of the Hero Honda joint venture. In November,
Hero launched its first ever Off Road Bike Named Hero "Impulse".
 2012-New Models of Hero Motocorp Maestro the Musculine scooter and
Ignitor the young generation bike are launched.

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  2013-Hero MotoCorp unveiled line-up of 15 updated products including
Karizma R, ZMR, Xtreme, Pleasure, Splen. dor Pro, Splendor iSmart, HF
Deluxe ECO, Hero Motocorp SuperSplendor, Passion Pro and Xpro,
Glamour and Glamour FI etc. It also introduced three new technologies-
Engine Immobilizer in new Xtreme, Integrated Braking System (IBS) in
new Pleasure and i3S (Idle Stop and Start System) in new Splendor
iSmart
 2014-HERO MOTOCORP AUGMENTS LEADERSHIP WITH
HIGHEST-EVER CALENDAR YEAR SALES IN 2014. SELLS
RECORD 6.64 MILLION UNITS IN 2014
 2015-Spent 738 crore on research and development
 2016- Hero MotoCorp launched the new Splendor iSmart 110 the first
motorcycle to be developed completely in-house with Hero's own
technology.
 2018-19 -Hero MotoCorp has officially come out with its sales
numbers for the financial year 2018-19, during which the company
breached the 7.8 million unit sales milestone in India. Between
April 2018 and March 2019, the company sold 7,820,745 units of
motorcycles and scooters during the 12-month period.

Sepration of Hero from Honda :

In December 2010, the board of directors of the Hero Honda Group had decided
to terminate the joint venture between Hero Group of India and Honda of Japan
in a phased manner. The Hero Group would buy out the 26% stake of the Honda
in JV Hero Honda..

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Under the joint venture Hero Group could not export to international markets
(except Sri Lanka and Nepal) and the termination would mean that Hero Group
can now export. Since the beginning, the Hero Group relied on their Japanese
partner Honda for the technology in their bikes. So there are concerns that the
Hero Group might not be able to sustain the performance of the joint venture
alone.

The Japanese auto major will exit the joint venture through a series of offmarket
transactions by giving the Munjal family—that held a 26% stake in the
company—an additional 26%. Honda, which also has an independent fully
owned twowheeler subsidiary—Honda Motorcycle and Scooter India (HMSI)—
will exit Hero Honda at a discount and get over $1 billion for its stake. The
discount will be between 30% and 50% to the current value of Honda's stake as
per the price of the stock after the market closed on Wednesday.

The rising differences between the two partners gradually emerged as an

irritant. Differences had been brewing for a few years before the split over a
variety of issues, ranging from Honda's reluctance to fully and freely share
technology with Hero (despite a 10-year technology tie-up that expires in 2014)
as well as Indian partner's uneasiness over high royalty payouts to the Japanese
company. Another major irritant for Honda was the refusal of Hero Honda
(mainly managed by the Munjal family) to merge the company's spare parts
business with Honda's new fully owned subsidiary Honda Motorcycle and
Scooter India (HMSI).

As per the arrangement, it will be a two-leg deal. In the first part, the Munjal
family, led by Brijmohan Lal Munjal group, will form an overseas- incorporated
special purpose vehicle (SPV) to buy out Honda's entire stake, which will be
backed by bridge loans. This SPV would eventually be thrown open for private
equity participation and those in the fray include Warburg Pincus, Kohlberg

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Kravis Roberts (KKR), TPG, Bain Capital, and Carlyle Group.Honda will
continue to provide technology to Hero Honda motorbikes until 2014 for
existing as well as future models

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 CHAPTER 2 : OBJECTIVE OF THE STUDY

This study was conducted keeping the following objectives in mind.

 To study the factors which influence the purchase of Hero two- wheelers?
 To know the customer level of awareness of Hero two-wheelers.
 To know the various factors, which influence customers
in purchasing, they’re two - wheelers?
 To find the after sales service offered by Hero MotoCorp Ltd.
 To know the customer level of satisfaction of Hero two-wheelers with
respect to Hero MotoCorp Ltd.
 To find the profile of Hero MotoCorp Ltd two-wheeler customers.
 To understand two wheeler sector in India.
 How the split with Honda has affected Hero motors ?
 How the financial system of the Hero Motocorp Works ?
 To Examine the Companies performance under ther yerars of
observation.
 To know about the capital and there uses in the company & the Shares
and the Expansion of the Industry.
 Understanding about the Operation of the Hero & the International Hands
of the Company..
 Feasibility and the running of the company.
 New Norms related to sales of the two wheeler industry by Government
of india.

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2.1 Scope of the Study

 This study helps the organizations to increase their service and product
quality and in turn increase the market share, top and bottom line of the
company and to know the Adequate Financial ways

2.2 Need For The Study

Marketing starts with identifying the needs of customers and ends in satisfying
those wants. The goal of marketing is to attract new customers by promising
superior value and to keep current customers by delivering satisfaction based on
their preferences retaining them.

Without customer, no market exists. As the customers are regarded as the

superiors in today’s market, the level of satisfaction and their preferences should
be keenly studied.

The two-wheeler industry has been expanding rapidly. Gone are the days when
possessing a two-wheeler was seen as a luxury. Now days, 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, motorcycles.

Not only this, this industry has also customers ranging from all demographic
segments. It has been common sights that even school going children are
driving two-wheelers. The women customers are also increasing due to increase
in women literacy and employment.

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Getting a new customer is difficult, than retaining a current customer is a more
difficult one and not only that it is estimated that the cost of attracting a new
customer is five times the cost of retaining current customer. It requires a great
deal of effort to induce satisfied customer to switch away from their current
preference. Thus, customer satisfaction is been given top priority in today’s
competitive world.
Therefore, keeping the above stated objective in mind, this study was
conducted to ascertain the customer’s satisfaction towards Hero two- wheelers
in Hero MotoCorp Ltd. .

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 CHAPTER 3 : INDUSTRY PROFILE

The Indian two-wheeler contributes the largest volume amongst all the segments
in automobile industry. Though the segment can be broadly categorized into 3
sub-segments viz. scooters, motorcycles and mopeds; some categories introduced
in the market are a combination of two or more segments e.g. scooters and
step-thru. The market primarily comprises five players in the two-wheelers
segment with the most of the companies having foreign collaboration with well-
known Japanese firms earlier. But most of the companies are now planning
100% subsidiaries in India. and growth anticipated is higher than the 16 percent
achieved in the past 10 years
The automobiles sector is divided into four segments-two wheelers(mopeds,
scooters, motorcycles, electric two-wheelers), passenger vehicles (passenger cars,
utility vehicles, multi-purpose vehicles),
commercial vehicles (light and medium-heavy vehicles), and three wheelers
(passenger carriers and good carriers).
The industry is one of the key drivers of economic growth of the nation. Since
the globalization of the sector in 1991 and the subsequent opening up of 100
percent FDI through automatic route, Indian automobile sector has come a long
way. Today, almost every global auto major has set up facilities in the country.
The world standings for the Indian automobile sector, as per the Confederation
of Indian Industry, are as follows:
 Largest three-wheeler market
 Second largest tow-wheeler market
 Tenth largest passenger car market
 Fourth largest tractor market
 Fifth largest commercial vehicle market

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  Fifth largest bus and truck segment
The sector has shown a sluggish growth of 12 percent. The trend is likely to stay
with a 10 percent growth outlined citing high ownership costs (fuel costs, cost
of registration, excise duty, road tax) and slow rural income growth. Solid but
cautious growth is expected over the next few years. However, from a long-term
perspective, rising incomes, improved affordability and untapped markets
present promising opportunities for automobile manufactures in India.
According to Macquarie equities research, sale of passenger vehicles is expected
to double in the next four years.

Two Wheeler & its role in Indian Context:

As the cities grow & suburbs expand, transportation needs becoming more &
more acute, with mounting pressure on its public transportation for which two
wheelers are ideal.
The two-wheeler Industry today has a significant role in the Indian economy,
with an annual turnover of Rs. 9000 crores and compounded average growth of
10%. In recent years, it is of the few industrial sectors in the growth phase today
considers personal transportation as one of the basic needs.
The two-wheeler industry basically comprises mopeds, scooters, scooters and
motorcycles. Mopeds are basic entry-level products aimed at lower/middle
income groups, offering company.

Changes in the Era :

Hero MotoCorp is now world’s largest manufacturer of two-wheelers. The

company has benefited from the demand shift to motorcycles, as it focuses solely
on this product segment (although has a product called Pleasure in Scooter
segment). With fuel efficiency and riding comfort as the main selling points,
HMC has been able to address a wide market and post robust sales growth even
after its separation from the Japanese major Honda.

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The coming years will see increasing competition due to the parity in products
and price. The only differentiators will be technology, quality, product range and
service. Imaginative marketing will emphasize relationship building, customer
satisfaction and relationship. All is exploring new techniques such as direct
marketing and institutional sales. Some of them are taking the vehicle actually to
the customer’s doorstep. Now the customer is the king.

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 CHAPTER 4 : ORGANIZATIONAL PROFILE

Hero MotoCorp Ltd. (Formerly Hero Honda Motors Ltd.) is the world's largest
manufacturer of two - wheelers, based in India.
In 2001, the company achieved the coveted position of being the largest two-
wheeler manufacturing company in India and also, the 'World No.1' two-wheeler
company in terms of unit volume sales in a calendar year. Hero MotoCorp Ltd.
continues to maintain this position till date.
HeroMotoCorp is now world’s largest manufacturer of two-wheelers. The
company has benefited from the demand shift to motorcycles, as it focuses solely
on this product segment (although has a product called Pleasure in Scooter
segment). With fuel efficiency and riding comfort as the main selling points,
HMC has been able to address a wide market and post robust sales growth even
after its separation from the Japanese major Honda.

4.1 Product Profile :

 Hero MotoCorp Limited is a two-wheeler manufacturer. The Company

manufactures and sells motorized two wheelers up to 350 cubic
centimeters (cc) engine capacity, spare parts and related services. Its
products include Karizma ZMR, Karizma, Xtreme Sports 200s-r,
Xtreme, Hunk, Xpulse, Impulse, Achiever, Ignitor, Glamour
Programmed FI, Glamour, Super Splendor, Passion XPRO, iSmart
110, Passion PRO, Passion PRO TR, Splendor iSmart, Splendor PRO
Classic, Splendor PRO, Splendor+, HF Deluxe ECO, HF Deluxe, HF
Dawn, Duet, Maestro Edge 123, Maestro and Pleasure. It offers over
20 products comprising 100 cubic centimeters (CC), 110CC, 125CC,
150CC, 225CC and scooter category. Its manufacturing plants are
located in Dharuhera, Haryana; Gurgaon, Haryana; Haridwar,

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 Uttarakhand; Neemrana, Rajasthan, and Villa Rica, Colombia. Its
research and development center is located in Jaipur, Rajasthan. It has a
Global Parts Centre for manufacturing and supplying the parts at local
and global markets at Neemrana, Rajasthan

4.2 VISION
The story began with a simple vision – the vision of a mobile and an
empowered India, powered by its bikes. Hero MotoCorp Ltd., company’s new
identity, reflects its commitment towards providing world class mobility
solutions with renewed focus on expanding company’s footprint in the global
arena.

4.3 MISSION
Hero MotoCorp's mission is to become a global enterprise fulfilling its
customers' needs and aspirations for mobility, setting benchmarks in technology,
styling and quality so that it converts its customers into its brand advocates. The
company will provide an engaging environment for its people to perform to
their true potential. It will continue its focus on value creation and enduring
relationships with its partners.

4.3 STRATEGY
Hero MotoCorp's key strategies are to build a robust product portfolio across
categories, explore growth opportunities globally, continuously improve its
operational efficiency, aggressively expand its reach to customers, continue to
invest in brand building activities and ensure customer and shareholder delight.

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Manufacturing :

Hero MotoCorp. two wheelers are manufactured across three globally

benchmarked manufacturing facilities. Two of these are based at Gurgaon and
Dharuhera which are located in the state of Haryana in northern India. The third
and the latest manufacturing plant are based at Haridwar, in the hill state of
Uttrakhand.

Technology :

In the 1980's the Company pioneered the introduction of fuel-efficient,

environment friendly four-stroke motorcycles in the country. It became the first
company to launch the Fuel Injection (FI) technology in Indian motorcycles,
with the launch of the Glamour FI in June 2006.
Its plants use world class equipment and processes and have become a
benchmark in leanness and productivity.
Hero MotoCorp, in its endeavor to remain a pioneer in technology, will
continue to innovate and develop cutting edge products and processes

Distribution :

The Company's growth in the two wheeler market in India is the result of an
intrinsic ability to increase reach in new geographies and growth markets.
Hero MotoCorp's extensive sales and service network now spans over to 5000
customer touch points. These comprise a mix of authorized dealerships, service
& spare parts outlets and dealer-appointed outlets across the country.

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Supply chain management :
As the Company prepares to produce a wider range of products, efforts are
being taken to align the supply chain and prime up its supplier base. During the
year, the Company kick-started the process of migrating its existing brands to
the new brand. The exercise is expected to be completed during 2012-13.
During the year, the Company also commenced the process of working with its
vendors to develop new parts. The Company’s Supply Chain Management
function is built on three planks:
 Cost
 Quality
 Sustainability
Tracking inventory cost effectively and efficiently is known to be a key source of
competitive advantage in the automobile industry. Hence, it comes as no
surprise that cost leadership is the Company’s prime focus area. Continual
pressure on margins forced the Company and its supply chain partners to find
innovative and alternate ways to combat inflation. Considerable attention was
given to managing component inventory in the system, with double-digit growth
in inventory turnover. To align HR processes with the supply chain, top two HR
consulting firms in India are working with supply chain partners. The exercise is
aimed at improving robustness of people processes and resulting in a direct
impact on quality, cost, productivity, delivery and reliability. The move will
enable supply chain partners move to the next orbit of operational excellence.
The Company initiated more than 30 quality improvement projects with supply
chain partners to provide better quality products to customers.

BRAND :
The new Hero is rising and is poised to shine on the global arena. Company's
new identity "Hero MotoCorp Ltd." is truly reflective of its vision to strengthen
focus on mobility and technology and creating global footprint. Building and

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promoting new brand identity will be central to all its initiatives, utilizing every
opportunity and leveraging its strong presence across sports, entertainment and
ground- level activation.

4.5 Organizational Structure

 Founder Director and Chairman : Dr. Brijmohan Lall Munjal

 Managing Director and CEO : Mr. Pawan Munjal.

Board of Directors

No. Name of the Directors Designation

1 Mr. Brijmohan Lall Munjal Chairman & Whole-time Director
2 Mr. Pawan Munjal Managing Director & C.E.O.
3 Mr. Toshiaki Nakagawa Joint Managing Director
4 Mr. Sumihisa Fukuda Technical Director
5 Mr. Sunil Kant Munjal Non-Executive Director
6 Mr. Suman Kant Munjal Non-Executive Director
7 Mr. Takashi Nagai Non-Executive Director
8 Mr. Yuji Shiga Non-Executive Director
9 Mr. Pradeep Dinodia Non-executive & Independent
Director
10 Gen. (Retd.) V. P. Malik Non-executive & Independent
Director
11 Mr. Analjit Singh Non-executive & Independent
Director
12 Dr. Pritam Singh Non-executive & Independent
Director
13 Ms. Shobhana Bhartia Non-executive & Independent
Director
14. Mr. M. Damodaran Non-executive & Independent
Director
15. Mr. Ravi Nath Non-executive & Independent
Director

27
 16. Dr. Anand C. Burman Non-executive & Independent

Dr. Brijmohan Lall Munjal

Mr. Munjal is the founder Director and Chairman of the

Company and the
$3.2 billion Hero Group. He is the Past President of
Confederation of Indian Industry (CII), Society of Indian
Automobile Manufacturers (SIAM) and was a Member of
the Board of the Country's Central Bank (Reserve Bank of
India). In recognition of his contribution to industry, Mr.
Munjal was conferred the Padma Bhushan Award by the
Union Government

Corporate Governance
At Hero MotoCorp, it is the firm’s belief that the essence of Corporate
Governance lies in the phrase ''Your Company''. It is ''Your'' Company
because it belongs to you - the shareholders. The Chairman and
Directors are ''Your'' fiduciaries and trustees. Their objective is to take
the business forward in such a way that it maximizes ''Your'' long-term
value.

This Company is committed to benchmarking itself with global

standards for providing good Corporate Governance. It has put in place
an effective Corporate Governance System which ensures that the
provisions of Clause 49 of the Listing Agreement are duly complied
with.

The Board has also evolved and adopted a Code of Conduct based on
the principles of Good Corporate Governance and best management

28
 practices being followed globally.

Headquarter and Branches

 Corporate & Registered Office :
Hero MotoCorp Ltd.
34, Community Centre, Basant Lok, Vasant Vihar, New Delhi - 110057, India.
Tel: +91-11-26142451, 26144121
Fax: +91-11-26143321, 26143198

 Zonal Offices :
East Zone
Hero MotoCorp Ltd
3F, Neelamber Building, 28B, Shakespeare Sarani, Third Floor, Kolkata -
700017, India.
Tel: +91-33-22810926 22810927, 22808922, 22811185
Fax: +91-33-22808923
Email: kolkata@heromotocorp.com

West Zone
Hero MotoCorp Ltd.
15-A, Bhale Estate, Rear Wing, Third Floor, Pune-Mumbai Road, Wakadewali,
Pune - 411 003, India.
Tel: +91-20-25511577, 25512161, 56012990-91
Fax: +91-20-25511266
Email: pune@heromotocorp.com

North Zone

29
Hero MotoCorp Ltd.
F-126, Katwaria Sarai, Opp. Qutab Institutional Area, New Delhi -110016,
India.

4.6 Award and Achievements :

 Two-wheeler Manufacturer of the Year award by Bike India magazine.

Adjudged the "Bike Manufacturer of the Year" at the Economic Times
ZigWheels Car and Bike Awards.
 CNBC Awaaz - Storyboard special commendation for "Effective
rebranding of a new corporate entity" by CNBC Awaaz Consumer
Awards
 "Most Recommended Two-Wheeler Brand of the Year" award by
CNBC Awaaz Consumer Awards
 Colloquy Loyalty Awards "Innovation in Loyalty Marketing
International " for Hero Good Life
 "Best Activity Generating Short or Long-Term Brand Loyalty" by the
Promotion Marketing Award of Asia Order of Merit for Hero Good
Life
 Ranked No 1 brand in the Auto (Two-Wheelers) category in the Brand
Equity "Most Trusted Brand"
 2018. Best launch – Two wheeler at the CNB Auto Expo Awards for
Excellence 2018.
 2017. Hero Glamour - Commuter Motorcycle Of The Year - NDTV
Car and Bike awards 2017.
 2016. Overdrive - Scooter of the Year - Hero Maestro Edge.
 2014. Motorbeam - Bike Manufacturer of the year.

30
 CHAPTER 5 : THEORITICAL BACKGROUND

5.1 Review of Literature :

31
Planning for the future to achieve the long-term objective is integral to the
survival and growth of every business. Strategic planning today has to
take into cognizance the rapid changes in technology, increased
competitiveness and the turbulent business environment, also with the
world becoming one big global village.

Strategy covers every aspect of business from business reengineering, new

business development, product development and brand positioning to
advertisements promotional campaigns, media and publicity. It is a game of
innovation.

In fact, marketing people are involved in marketing 10 types of entities;

goods, services, experience, events, persons, places, properties, organizations,
information and ideas. Marketing management is the art and science of
choosing target markets and getting, keeping and growing customers through
creating, delivering and communicating superior customer value.

India is second largest manufacturer and producer of two-wheelers in the

world. It stands next to Japan and China in terms of the number of two
wheelers produced and domestic sales respectively.

Indian two-wheelers industry made small beginning in early 50’s when

Automobile products of India (API) started manufacturing scooter in India.

Hero was established on 13th of April 1984. The Indian two wheelers
Industry can be broadly classified as scooter, motorcycles and
mopeds/scooters. In last six years domestic two-wheelers has seen structural
charges. This can be seen from the change in composition of two wheeler
sales, where the motorcycles have gained market share from the scooter and
moped or scooters segments.

The consumer is now faced with proliferation of brand models. Getting new
32
 customers as well as retaining them is an important task of manufacturers. So
service after sales is very important. A satisfied customer brings in more
name and goodwill to the company, which is why customer satisfaction is
given more importance in today’s competitive world. A study on this aspect
with Hero two-wheelers at Hero MotoCorp Ltd was made.

5.2 Fundamental Concepts

Brij mohan munjal, chairman of motorcycle manufacturer Hero Honda Motors,

Ltd., and his son, Pawan Munjal, the company's managing director and CEO,
speak about the part innovation & Fundamental Concepts that has played in the
company's to rise up.

Innovation Helps Hero Honda Ride to No. 1 Spot

A question for motorcycle fans around the world: Where is largest manufacturer
of motorcycles located? Japan? Germany? Italy? The answer is India, where
Hero Honda Motors became the largest single-entity manufacturer of two-
wheelers in 2001, shipping 1.4 million motorcycles -- seizing a dominant 48-
percent share of the domestic market in the process. In 2002 it plans to increase
shipments further to 1.8 million.

The New Delhi-based company is a joint venture between India's Hero Group and
Japan's giant Honda Motor Company. Established in 1984, it came about when
Honda chose Hero Cycles as its partner to set up a motorcycle operation in India
after the Indian government relaxed foreign investment and import regulations on
two-wheel motorized technology up to 100 cc. Hero Cycles was then, and still is,
the world's largest maker of bicycles, selling over 5 million cycles annually.
Another Hero company, Hero Majestic, had also established a moped
manufacturing business. This combination of mass-production know-how and a
33
large distribution network proved crucial to Honda's decision to join Hero,
despite being ardently courted by a number of other Indian manufacturers.

"Honda saw that we had similar business philosophies," "We were careful with
capital investment, and made efficient use of equipment and manpower. Honda
also saw how Hero had created a strong relationship with the entire stakeholder
community, whether it was with the employees, Hero dealers and customers. So
it all clicked."

Hero made the bold decision to bet on four-stroke motorcycle technology, when
two-stroke scooters were by far the most popular form of transport in India at the
time. After talking with potential customers around the country, Hero engineers
worked with Honda to come up with a design for an extremely fuel-efficient two-
wheeler adapted for the Indian environment. In 1985 Hero launched its first
motorcycle, the CD100, which gave 80 km to the liter.

"The four-stroke engine is more fuel efficient and cleaner”. "There was nothing
like the CD100 being built in India. Scooters were not getting more than 40 km
to the liter. So this was a breakthrough product, and we rode on its success in the
early years."

Hero has since fine-tuned its process for finding out just what a diversified
customer base across the length and breadth of India wants. It does this by
regularly conducting vast market surveys that question up to 70,000 people at a
time. What comes back are specific customer requirements and preferences.
These are then translated by Hero's marketing and R&D teams into basic
specifications, which are sent on to Honda's R&D group in Japan. Honda comes
up with a prototype design, and Hero takes this back into the market to sound out

34
customers for possible further refinement, until a winning design is eventually
arrived at for Hero to build.

Reaching Out With Mobile Workshops

Given the country's one billion population and large area, it is impractical for
Hero to establish sales and maintenance outlets in every town. So it's come up
with the fresh idea of mobile service workshops: a complete workshop
incorporated into trucks that travel predetermined routes, visiting small towns and
villages where existing Hero customers reside.

"Customers are informed a workshop will be coming, so that they don't have to
travel hundreds of kilometers to an authorized workshop for servicing or
repairs,", CEO of Hero Honda, has taken over the daily running of the company
from his father.

These mobile workshops also double as sales outlets and spare-part distributors.
The concept has been so successful that some of Hero's largest distributors have
adopted the idea and send out their own workshops to supplement Hero's efforts.

At the same time Hero has brought innovation into its authorized dealerships. To
reduce the amount of manual labor involved in repairs and maintenance, it has
introduced pneumatic tools to replace hand tools, while hydraulic ramps now
position bikes for easy inspection. It has also installed automatic ventilation
systems in repair shops to remove engine exhaust fumes.

35
Passport to Customer Loyalty

Last April Hero launched the Hero Honda Passport, a program designed to increase
customer loyalty. Customers who sign up are issued "passports," and they receive
points when purchasing parts or referring new customers. "This helps us in getting
to know our customers better," "Hero have 600,000 members in the program, and
Hero also organize events where they can meet sports stars and film stars. This
creates loyalty in our customers."
But to create loyal customers, a company must first have loyal employees.
"Fortunately, Honda has a good name, Hero has a good name, so it attract very good
people,", who at 79, still continues to put in a full day's work as chairman. "With its
long experience they have created a friendly atmosphere. there door is never closed,
so anyone can walk in at any time."

As a reward for becoming the world's largest motorcycle manufacturer, the

Munjals took the managers (along with their wives) who had contributed most to
this success on a vacation to Switzerland last year. "hero conducted a seminar on
top of a Swiss mountain to symbolize our success," .
"They also invited a professor from Harvard University to come and give them a
talk on howthey must now compete and sustain ourselves at this new level."

Hero IT Strategy
With the Indian motorcycle market opening up to overseas competitors and more
fierce domestic competition, Hero decided it needed to overhaul its various
computer systems and create a single integrated IT system. Rather than continue to
use computers merely for data processing, it sought to use IT to integrate business
operations such as product planning, materials resource planning, financials and
36
sales and distribution. It was also looking to automate its internal supply chain,
reduce overall costs, and create a transparent information system that would help
managers make decisions more quickly. To do all this it teamed up with SAP in
June 2000 to implement the system, and went live in February 2001.

"Now they can look at the same information, when earlier they had three or four
different versions, which didn't always match," . "Now wthey can all look at the
same costs, for example, because all the information is up there on the screen.
Nothing is hidden, everything is transparent. So there are no arguments over figures
now, which used to waste time and hold up decision-making."

There are improvements on the factory floor too, now that manufacturing has been
brought into the new IT system. In the past there was no accurate way of checking
the consumption of raw materials and inventory in general. So excess stocks in some
areas became inevitability. "Nowthey know what should be there and what is there”,
At the same time, defective parts and materials are no longer accepted, forcing
suppliers to upgrade their quality.
"The next step is to get dealers and suppliers online, so that orders can be taken
directly by the suppliers”. This will eliminate any wastage that is still left in our
supply chain."

37
 CHAPTER 6 : RESEARCH METHODOLOGY

Methodology is a way to systematically solve the research problem. It may be

understand as a science of studying how research is done scientifically. Research
Methodology is a step by step study of a problem.

Physical activities involved in the study are:

• Developing the questionnaire regarding the customer satisfaction of the product.
• Optimum respondents as a sample size are chosen for the activity to resemble the
entire population.
• Get the questionnaire filled by the customers in the place through personal
interaction.
• Analysis of data on computer with special market research statistical package
.
In this research questionnaire is framed in such a way management wants to know
how the customers are taking things that they had done to them and to find out the
expectation of the customers thus it will impact in policy making of the firm in the
current fiscal year. The questionnaire designed had closed question to find the
respondents actual feeling as well as their opinion rating about the satisfaction
regarding the product.

The methodology followed for conducting the study includes the specification of
research design, sample design, questionnaire design, data collection and statistical
tools used for analyzing the collected data.

38
6.1 Research Design:

The project is more of a qualitative than quantitative study. The project aims at the
perception of consumers regarding the consumers. Explorative Research:
Explorative Research includes surveys and fact-finding enquiries of different
kinds.

The major purpose of description of the state of affairs it exists at present. In social
science and business research we quite often use the term expost factor research for
descriptive research studies. A Main characteristic of this method is that the
researcher has no control over the variables; he can only report what has happened
or what is happening.

6.2Statement of the Problem :

This Project has been titled “A comprehensive study Post purchase buyer behavior
and satisfaction towards Hero Motors Bikes after the split with Honda."

To study the new market of Hero motors after the split with Honda, the consumer
response to the bike and needed improvement aria

The study would help to understand the consumer satisfaction to their expectation.

6.3 Sources of Data Collection:

The information required for this study obtained was basically through two sources.

 Primary Data:
39
Primary Data has been gathered by a survey through a structured questionnaire.
The Data has been collected from 100 customers, through questionnaires, by using
simple random sampling of the people riding there product. In addition
interaction with the staff of Hero MotoCorp Ltd has also given some information.
 Secondary Data:
Secondary Data comprises of information obtained from annual reports, brochures,
manuals websites etc.
Secondary data used in this project is records of Human Resource Department for
the service file of the separating staffs, various HR Journals, projects and research
papers of different scholars both national and international.

6.4 Sampling Description:

Targeted Population- The Target population under this survey are the consumers
Who have Two Wheeler and the People who are riding Hero Motocorp Bikes &
Scooter. The target population is limited
Sample Size - The sample size included 100 related people in various different
location. Search process was done by online Questionnaire & interacting with
number of customers during the activities performed, which included, markets,
Parking of the malls theaters Etc. It Consists of the Questionnaire related to the
Hero & the peole preference over other.

6.5 Analytical & Statistical Techniques :

The main statistical tools used for the collection and analyses of data in this project
are: Questionnaire • Bar Diagrams 3.5 Limitations The project has been
successfully completed with certain inherent limitations, which are as follows:

40
This Project report is based on the secondary sources for data collection and no
Primary data has been used, due to which there is lack of practical knowledge.
Time and work constraints were also there Limited information & Respondent’s
unavailability. Time pressure and fatigue on the part of respondents and
interviewer.
Courtesy bias & the behavior of the customer while approaching them to fill the
questionnaire was unpredictable. Lack of customer’s cooperation was a major
constraint. Majority of the customer were too aggressive & Cohesive in nature.

41
 CHAPTER 7 : DATA ANALYSIS & INTERPRETATION

Table- 7.1 Showing type of Hero two wheeler models owned

Number No. of
Name of Hero two wheeler
respondents
1 SPLENDOR PLUS 29
PASSION 18
3 GLAMOUR 9
4 MAESTRO Edge 125 4
5 PLEASURE 3
6 HF DAWN 16
7 XPULSE 1
8 XTREME 200S 2
9 DUET 2
10 ISMART 13
Total 100

Inference:- From the above table it is inferred that, 30% of respondents held For
Splennder,18% of respondents held Passion, Glamour 9%, and Masestro edge 4%,
pleasure 3%, HF dawn 16% ,Xpulse 1% , Duet 2%, 2% Xtreme 2% etc The table
is inferred that some of the models are very less in market. This formed the basis of
the study.

42
Chart 7.1 Showing type of Hero two wheeler models owned in %:

SPLENDOR PLUS; 29

PASSION; 18

Total; 100 GLAMOUR; 9

MAESTRO Edge 125; 4

PLEASURE; 3
HF DAWN; 16
XPULSE; 1
XTREME 200S; 2
DUET; 2
ISMART; 13

Table- 7.2 showing the influenced people for buying Hero:

Influenced people No. of respondents

Family 34

Myself 16

Friend 35

Sales representative 15

43
 Total 100

Inference: -

From the above table it is observed that, the buying behavior people mostly
influenced by family and friends the other factor is have less level of influence. The
people how using bike mostly youth & middle class people and they are influenced
by their friends and family respectively. The above table showing that 35% of
people influenced by their friends 34% people through family 16% people is
buying on their need. 15% because of sales representative.

Chart 7.2 showing the number people influenced for buying

44
 40

35

30

25

20

15

10

0
family Myself friend Sales representative

Table- 7.3 showing the preference of capacity & colour.

Capacity No. of Preference of No. of

respondents color respondents
100cc 17 Blue 23

125cc 28 Red 24

150cc 35 Black 39

45
 200cc 20 Other 14

Total 100 Total 100

Inference: -

From the above table it is observed that, the bike ‘cc’ preference is deferent
customer to customer but the 35% people like 150cc bike and 28% like 125cc,
200cc bike 20% others 100cc.e preference of color ‘BLACK’ is rating at near to
40% of people after that 24% like Red color 23% Blue also . Other color like white
getting less importance in selection.

Table- 7.4 showing the responses on Vehicle delivery time :

respondents No. of respondents

Yes (on time) 78

NO (not on time) 22

Total 100

Inference: -
From the above table it is observed that,

 78% of respondents got delivery of their vehicle on time

 22% says that the delivery of vehicle got delay
 After enquire about the 22% it’s showing that they asked for very
demand vehicle like PASSION & SPLENDOR bikes and some of
them ask new scooters like Maestro

46
Table- 7.5 showing level of Service Satisfaction

Respondents No. of respondents

Completely satisfied 34

satisfied 39

dissatisfied 12

Not at all satisfied 15

Total 100

Inference:-

The above table shows the satisfaction towards Hero bike on the time of
Service 34% of respondents are completely satisfied with the service provide
by the company and 39% customers are satisfied and 12% dissatisfied, 15%
is not at all satisfied with the service provide by the company the following
chart shows it more clearly..

Chart 7.5 showing level of Service Satisfaction :

40

35
Completely satisfied

30 47
satisfied
25

20
 15

10 Not at all satisfied

Chart 7.6 Showing the most preferable Hero bike by the Respondent

Consumer's Prefer the Most

Xpulse
8%
Ismart
6%

Passion
17% splenndor
52%

Glamour
5%

Hf Deluxe
12%

RESEARCH FINDINGS

 The Hero MotoCorp is leading the market. The difference is too big to
cope up with, for any manufacturer in short span. With proven
products and many people having faith in brand, it is quite a difficult
task for others to take the Hero’s number one position.
 Hero MotoCorp India’s no. 1 two wheeler companies have posted
 growth of 11.28% in the month of May 2012 compared to May 2011.
 Ability to understand customer’s needs and wants, maintenance cost is
low.
 Passion Pro, Splendor Plus, are the two models that Hero MotoCorp
selling a big number.

48
 The TV promotions are more influence the customer behavior of two
wheeler sector.
 The purchase desiccations of consumers are influence by friends and
family.
 Blue, Red, Black color bike with 150 cc to 200cc is fast moving.
 Most of the despondences are agree that the bikes are delivering proper
time
 The service provide by Hero MotoCorp is satisfied by more than 70%
of customers.
 Brand name of Hero is still good in market after split with Honda,
74% of people like the brand “HERO"
 Quality, price, Brand image, Fuel efficiency is getting equal importance
in satisfaction
 The research showing that consumer want to get more service
satisfaction.
 82% of the customer likes to recommend Hero two wheeler to their
friends, its shows they are satisfied with the bike.

49
 SUGGESTIONS AND RECOMMENDATIONS

It is very hard to hold the pulse of a customer in the market. Customer’s

satisfaction is different for different people at different situations;

 Majority of the respondents were still unaware about different versions

of Hero bikes. Therefore I suggest the company personals should take
initiative to create awareness about these versions.
 Few of the customers expressed concern over frequency of the
maintenance & service problems faced by their vehicle and expressed
‘high satisfaction’ over it. Therefore, I suggest them to re look at the
vehicle & re-develop in order to stop the frequency of these problems.
50
  Hero MotoCorp want to give more importance in there service part its
include timely service, and quality of service.
 Hero want to develop more promotion for there some models like
sports bike and gear less scooter.
 Hero bikes want to increase their export market.
 Hero MotoCorp Ltd should try to give more advertisements in news
paper, bill boards in that area to enable easy recall of the people for
Hero MotoCorp Ltd.
 It is suggested that some more place should be provided for luggage.
 To provide better service to customers at work shop
 To make the vehicle more spacious inside
 To improve the comfort ness in the vehicle
 Skilled and experienced persons should be provided at service center, so that
problems of the vehicle should be resolved completely.
 Engine capacity should be increase, this leads to increase mileage and
pickup
 To increase the place of parking at work shop.
CONCLUSION

Customer satisfaction is a marketing tool and a definite value added benefit. It is

often perceived by customers as important as the primary product or service your
organization offers.
For making a better relationship with customer they always use genuine parts in
their product. And after selling they have the services and maintenances. Their
constant endeavor is to support the company's mandate of providing highest level
of customer satisfaction by taking good care of customer’s two-wheeler service
51
and maintenance through their vast network of more than 2100 committed dealers
and service outlets spread across the country.
Apart from that hero MotoCorp Ltd focused on cleanliness and other aesthetics of
the service stations and add such air conditioned waiting area, internet surfing,
coffee shops etc to enhance the in house experience of the customers at those
“customer touch point”. To ensure that millions of customers in the rural area are
not left waiting for adequate service as it is impossible for the company to introduce
service station at every nook and corner of the country, mobile service stations are
regularly arranged with prior intimation to public about the rout that the mobile
workshop would take when passing through that region so that customers can come
and get their two wheelers serviced. All these activities are aimed to increase the
customer loyalty and thus retaining customers.

LIMITATIONS OF THE STUDY

I have observed the following limitations in the course of my study.

 The areas which were selected were limited only to BHOPAL & GUNA i.e.,
the findings are regional and do not represent the state or country.

 Time constraints hampered the study.

52
  Since the study involved in gathering information was from upper to higher-
middle class people, interaction with them became difficult.
 There may be respondent’s bias.

 Even though utmost care has been taken in conducting the survey, the findings
may sometimes differ from the population.

 The study is conducted of academic nature

 The study not giving the long run result of Hero Motors Bikes,but gives the
Provided data

 The data sometimes collapse with Honda company which is the reason of
the rejuvenation of the data.

BIBLIOGRAPHY

In this project report, while finalizing and for analyzing quality problem in details
the following Books, Magazines/Journals and Web Sites have been referred. All

53
the material detailed below provides effective help and a guiding layout while
designing this text.
 BOOKS
 Principal of management Philip Kotler
 Gary Armstrong Marketing Research
 G.C.Beri Consumer Behavior
 Leon G. Shiftman Services Marketing
 Adlarian Palmer Principles of Marketing
 MAGZINES
 Auto India
 Business Today
 JOURNALS
 ICFAI General of Marketing
 Retail Marketing
 WEBSITES
 www.HERO.com
 www.autofinlimited.com
 www.google.com

QUESTIONNAIRE

Name of Respondent:
54
 Ocupation:
Phone No. Email id:

Question :
1.What is the model of bikes used by customers?
a. SPLENDER +

b. PASSION +

c. GLAMOUR

d. X-TREME 200s

e. MAESTRO

2.Which type of bike have you bought ?

a) New

b) Pre Owned

3.Whether the price of the Vehicle is?

a) Affordable

b) Not Affordable

4.What is the purpose of buying this bike?

a) Personal use

b) Rental use

55
 c) Other use

5.Who influenced in buying this bike?

a) Your self

b) Family

c) Friends

d) Advertisement

6.What does this bike convey?

a) Status

b) Necessity

c) Comfort

7.What are the reasons for buying this biker?

a) Price

b) Mileage

c) Service

d) Brand Image

8.You use your bike mostly for?

a) Office

b) Family
56
 c) Long drives

d) Shopping

9.How long you will use this vehicle?

a) 1-2 years

b) 2-4 years

c) 4-8 years

d) 8 years & above

10.Rate your satisfaction for the service provided by the Organization?

a) Excellent

b) Good

c) Satisfactory

d) Poor

11.Are you satisfied with mileage give by your bike?

a) yes

b) no

12.Comment on the prices charged at service station?

a) High

57
 b) Medium

c) Reasonable

d) Low

13.How is the performance of the executives?

a) Excellent

b) Good

c) Satisfactory

d) Poor

14.Would you like to change your bike?

1) Yes 2) No

15.If YES, how do you heard about Hero MotoCorp Ltd Products
a) Electronic media b) Print media

c) Sales person d) others ( )

16.What way you think promotion of Hero MotoCorp Ltd Products Should be
done ?
a) Offers b) Advertisement

c) Free Service d) others ( )

58
17.Is the appointment system useful to you?

1) Completely 2) Useful 3) Not useful

18.Do you get the information from service advisor on the services to be
performed?

1) Completely2) Adequately 3) Partially

19.Suggestions for the company?

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59