A Study On Consumer Satisfaction Towards Royal Enfield at Bhavani Motors 2019-20

A STUDY ON CONSUMER SATISFACTION TOWARDS ROYAL ENFIELD AT BHAVANI MOTORS 2019-20
ABSTRACT
Buyer behavior occupies a pivotal place in marketing research. This study made a attempt, major
objective of this study is to find out the determinants which affect the purchase of Royal Enfield
bikes. There are various types of bikes which are playing a major role in fulfilling the various
types of needs of the customer now a day's almost each and every individual has a desire to own
a Royal Enfield but there are some factors which affect the purchase decision of the customer
because there are lot of choices for the customers to go with among them Royal Enfield is one of
the well known brand in India. So this study tells about factors that affect the purchase decision
of the Royal Enfield bikes.
PRESIDENCY UNIVERSITY Page 1

CHAPTER-1
INTRODUCTION TO THE INDUSTRY
INTRODUCTION
Indian automobile industry, especially the two-wheeler segment has undergone tremendous
change from the earlier times, when two-wheelers were more or less about the scooters and bikes
were the odd one out. Over the years, consumer behavior has changed drastically and it has
become all the more dynamic, changing on a regular basis. This makes it necessary for the
organizations to understand the impact that consumer behavior has on the marketing plans and
strategies. If the same is left out then it can lead to a dangerous situation. With this the
automobile industry is moving at a rapid pace whereby increasing the number of vehicles on
roads which includes all the fore-wheelers, three wheelers and two-wheelers. India is global
major in the two-wheeler industry producing motor cycles, scooters and mopeds principally of
engine capacities below 200cc.
The Indian auto industry became the 4th largest in the world with sales increasing 9.5 per cent
year-on-year to 4.02 million units (excluding two-wheelers) in 2017. It was the 7th largest
manufacturer of commercial vehicles in 2017.
The Two-wheelers segment dominates the market in terms of volume owing to a growing middle
class and a young population. Moreover, the growing interest of the companies in exploring the
rural markets further aided the growth of the sector.
India is also a prominent auto exporter and has strong export growth expectations for the near
future. Automobile exports grew 15.54 per cent during April 2018-February 2019. It is expected
to grow at a CAGR of 3.05 per cent during 2016-2026. In addition, several initiatives by the
Government of India and the major automobile players in the Indian market are expected to
make India a leader in the two-wheeler and fore-wheeler market in the world by 2020.

MARKET SIZE
Domestic automobile production increased at 7.08 per cent CAGR between FY13-18 with 29.07
million vehicles manufactured in the country in FY18. During April 2018-January 2019,
automobile production increased 9.84 per cent year-on-year to reach 26.26 million vehicle units.
Overall domestic automobiles sales increased at 7.01 per cent CAGR between FY13-18 with
24.97 million vehicles getting sold in FY18. During April 2018-January 2019, highest year-on
year growth in domestic sales among all the categories was recorded in commercial vehicles at
22.79 per cent followed by 14.79 per cent year-on-year growth in the sales of three-wheelers.
Premium motorbike sales in India crossed one million units in FY18. During January-September
2018, BMW registered a growth of 11 per cent year-on-year in its sales in India at 7,915 units.
Mercedes Benz ranked first in sales satisfaction in the luxury vehicles segment according to J D
Power 2018 India sales satisfaction index (luxury). Sales of electric two-wheelers are estimated
to have crossed 55,000 vehicles in 2017.
In order to keep up with the growing demand, several auto makers have started investing heavily
in various segments of the industry during the last few months. The industry has attracted
Foreign Direct Investment (FDI) worth US$ 20.85 billion during the period April 2000 to
December 2018, according to data released by Department of Industrial Policy and Promotion
(DIPP).
Some of the recent/planned investments and developments in the automobile sector in India are
as follows:
• Ashok Leyland has planned a capital expenditure of Rs 1,000 crore (US$ 155.20 million)
to launch 20-25 new models across various commercial vehicle categories in 2018-19.
• Hyundai is planning to invest US$ 1 billion in India by 2020. SAIC Motor has also
announced to invest US$ 310 million in India.
• Mercedes Benz has increased the manufacturing capacity of its Chakan Plant to 20,000
units per year, highest for any luxury car manufacturing in India.

• As of October 2018, Honda Motors Company is planning to set up its third factory in
India for launching hybrid and electric vehicles with the cost of Rs 9,200 crore (US$ 1.31
billion), its largest investment in India so far.
• In November 2018, Mahindra Electric Mobility opened its electric technology
manufacturing hub in Bangalore with an investment of Rs 100 crore (US$ 14.25 million)
which will increase its annual manufacturing capacity to 25,000 units.
The Government of India encourages foreign investment in the automobile sector and allows 100
per cent FDI under the automatic route.
Some of the recent initiatives taken by the Government of India are -
• The government aims to develop India as a global manufacturing center and an R&D
hub.
• Under NATRIP, the Government of India is planning to set up R&D centers at a total
cost of US$ 388.5 million to enable the industry to be on par with global standards.
• The Ministry of Heavy Industries, Government of India has shortlisted 11 cities in the
country for introduction of electric vehicles (EVs) in their public transport systems under
the FAME (Faster Adoption and Manufacturing of (Hybrid) and Electric Vehicles in
India) scheme. The government will also set up incubation center for start-ups working in
electric vehicles space.
• In February 2019, the Government of India approved the FAME-II scheme with a fund
requirement of Rs 10,000 crore (US$ 1.39 billion) for FY20-22.
ACHIEVEMENTS
Following are the achievements of the government in the past four years:
• Number of vehicles supported under FAME scheme increased from 5,197 in June 2015 to
192,451 in March 2018. During 2017-18, 47,912 two-wheelers, 2,202 three-wheelers,
185 four-wheelers and 10 light commercial vehicles were supported under FAME
scheme.
• Under National Automotive Testing And R&D Infrastructure Project (NATRIP),
following testing and research centers have been established in the country since 2015 are

International Center for Automotive Technology (ICAT) Manesar, National Institute for
Automotive Inspection, Maintenance & Training (NIAIMT) Silchar, National
Automotive Testing Tracks (NATRAX) Indore, Automotive Research Association of
India (ARAI) Pune, Global Automotive Research Center (GARC), Chennai.
• SAMARTH Udyog – Industry 4.0 centers: ‘Demo cum experience’ centers are being set
up in the country for promoting smart and advanced manufacturing helping SMEs to
implement Industry 4.0 (automation and data exchange in manufacturing technology).
The two-wheeler industry in India has grown at a compounded annual growth rate of
more than 15%during the last five years and Indian two-wheelers comply with some of the most
stringent emission and fuel efficiency standards maintained worldwide. Motorcycle is basically a
two-wheeler mechanism with an engine used basically for the purpose of conveyance. It is not
only the consumer itself, but there is also a lot of internal and external stimuli, including
demographic factors, economic factors, and sociological factors and psychological factors etc.
which resemble the complete picture of consumer behavior. Through this conceptual review
based paper efforts has been made to get insight about the factors responsible for attracting
consumer’s to buy motorcycles as well as factors resulting in consumer satisfaction and
dissatisfaction as well.
The feeling of freedom and being one with the nature comes only for riding a two-
wheeler. Indians prefer the two-wheelers because of their small manageable size, low
maintenance, and pricing and easy loan repayment. Motorized two-wheelers are seen as a symbol
of status by the populace. The marketing concept is consumer oriented and deemphasizes more
on the consumer rather than on the product. The essence of modern marketing lies in building of
profit along with creating meaningful value satisfaction for the costumers, whose needs and
desires have to be coordinated with the set of products and production programmers. Therefore,
marketing success an enterprise depends as its ability to create a community of satisfied
consumers. All the business activities
The main motive of this study is to find out the determinants which affect the customer’s
decision while purchasing two-wheelers in general and with special reference to royal enfield.
This project is undertaken by successful completion of the internship. There are various types of
two-wheelers which are playing a major role in fulfilling the needs of the customers and

satisfying the customers who are more dynamic in their thinking these days. Needs and wants
change from one person to another and also preferences change based on present socio-economic
situation so the success of the two-wheelers manufacturing companies lies in customer’s
satisfaction. So satisfying the customers occupies the most important position in business
management. The companies has to identify the wants of the customers how they would like to
see the two-wheelers in what style they need the two-wheelers they need to see the customers
comfort and then they need to manufacture the bikes.
So this study is to identify what respondents think about the brand called royal enfield and
difference between royal enfield and other bikes and also the which factor affects customers
more while purchasing two-wheelers, Royal Enfield bikes are one of the oldest bikes that exists
in India it has a greater demand nowadays because of its reliability and its build quality no other
bikes can match royal enfield in quality and reliability.
INDUSTRY PROFILE
The Indian automobile is the biggest industries in the world. Automobile industry consisting as a
major revenue and job creating sector in the world, and it drive the economies of some
superpower of the global of the India the liberalization helps the vehicle company to developed
by bounds of the bound the introduction on in the liberalization with the help of liberalization
the auto mobile industry and two wheeler sector has grown-up by leap and bound. In these
decades in India the automobile industry was controlled to scooty and later hero directing to the
bazaar. At that time near were very limited choices of the products vacant as to motorbike and
Enfield bullets and Rajdoot controlled to bazaar The 80s to Japanese country company. Any
entering into the Indian bazaar at that time the scooter Bajaj and LML were dominated the
market with their brand name and products at that time. With the of liberalization the Japanese
companies are produced new products and technology in India. .The flouring central class take
the countless taste for and the bike sale in India created a growth
Leading two wheeler market and the excise duty reduce 12% on two wheeler these factor
affecting the rising fuel price and the tw0 wheeler industry becomes the back bone 0f the
autom0bile in India. And two wheeler industries is major chunk of automobiles produced in

India. Indian automobile manufacturer measurements of the time 2009-10 double wheeler
include 76.49% of market place segment between to vehicle manufactured in India.
Dualistic wheeler industries produces the highest automobiles producing in India. And then
India become the 4th Asian largest country to export automobiles just behind of Japan. The
Indian auto mobile sector has growing 540 billion and it has grown at 8% per year from the last
5 years. In India the automobile products have always demand is there beside without the
another biggest populous motherland.

CHAPTER 2
COMPANY PROFILE
The George Townsend & Co.'s secure opened its doors inside the tiny village of Hunt
quit in Red ditch's Worcestershire town in the 19th century. The company has specialized in mac
hine parts and needles for sewing. It's shifting one opportunity to another at the first company.
From then it remained opening of the manufacture of a fable rapidly George Townsend&
Company where produced his individual bikes then brands in 1893 its goods began toward
diversion of a name ‘Enfield below the object Enfield Developed Business Incomplete by the
symbol ‘Completed Comparable a Gun.
INDUSTRY : Motorcycles, Lawnmowers

INHERITOR : Royal Enfield Motors
FOUNDED : 1893 Enfield Business Company limited.
ESTABLISHED : 1955
MAINQUATERS : Red ditch Worcestershire England
KEYPEOPLE : Albert Eddie& Robert Walker Smith.

PROFILE OF THE BUSINESS IN INDIA:
Royal Enfield has the well-known bullet product in India. This company is the oldest bike
company Royal Enfield established in 1955 in India Royal Enfield at Red ditch it’s from British
Manufacturer, in Chennai the Royal Enfield eats its head 0office now India Royal Enfield
motorbikes and well-known intended for their power rugged looks, then stability and sound.
This ongoing in India used for Military 350cc this bike was purchased from UK and assembled
in Chennai and later at the time of Jawaharlal Nehru the business ongoing manufacturing bullets
cutting-edge India then additional 500cc bullet and then the bullet become popular in India.
This bullet become popular for power rugged looks and stability it seems tailor made for Indian
road. The bullet bike is especially favorite for Military and Police persons. Happening 1990 the
Kingly Enfield collaborated crazy about Etcher a no one automotive group in India and merged
with in the 1994 separately from bikes Etcher group is manufacturing of tractors and automotive
gears.
1.4 PROMOTERS:
SIDDHARTHA LAL : Head of the Management Board
RUDRATEJSINGH : Chief Executive of Finance
B.GOVINDARAJAN : President, Chief Operating Officer Royal Enfield
SUDHAKAR BHAGAVATULA : Principal Info Officer. Royal Enfield
1.5 VISION MISSION AND QUALITY APPROACH:
 Vision
To end up a world class organization for minding and charming the clients with great quality
items and present day benefits around household and global market with forceful improvement
and conveying better monetary execution.
 Mission

Regal Enfield close by with the joint wander organization will be a completely incorporated
organization of investigation and generation, refining and showcasing; concentrating on upgrade
of efficiency, quality and productivity.
 Quality approach
Our quality approach is to accomplish and support a control for quality in the national level
market and in addition universal market with offering great nature of items and administrations
that required to the clients, and keeping up a quality administration framework in the association
based global measures.
1.6 PRODUCT PROFILE:

 Thunderbird
 Rider Mania
 Bullet Electra
 Machismo 500lb
 Bullet 350
 Thunderbird 500
 Classic 350
 Classic 500
 Himalayan
 Continental GT

ROYAL ENFIELD conventional 350
ROYAL ENFIELD THUNDERBIRD 350X
ROYAL ENFIELD CLASSIC 350 SIGNALS

1.7 AREA OF OPERATION

NORTH ZONE:
 Himachal Pradesh
 Punjab
 Uttar Khanda
 Uttar Pradesh
EAST ZONE:
 Bihar
 Orissa
 Jharkhand
 West Bengal
WEST ZONE:
 In the Rajasthan
 In the Gujarat
 In the Goa
 Maharashtra
SOUTH ZONE:
 Andhra Pradesh
 Karnataka
 Kerala
 Tamil Nadu
Headquarter in Chennai
Tiruvottiyur high road
Phone: 91444204 Tiruvottiyur
Chennai, 600019 India.

1.8 INFRASTRUCTURE FACILITIES:

The Royal enfield has the good infrastructure facility once compare to its competitors
infrastructure. And the most important thing is that is the friendly to all employees.
And the company has the
 Rest room facility
 Canteen facility
 Parking
 Store room
 Service hall
 Effective reception center
COMPETORS INFORMATION:
 TVS
 SUZUKI
 HONDA
 YAMAHA
 BAJAJ
 KAVASAKI
 MAHINDAR MOTORS
1.9 SWOT ANALYSIS:
 STRENGTHS:
1. Imperial Enfield has the solid brand name in the market.

2. Illustrious Enfield bicycle has great notoriety in remote nations.
3. An expertise to perceive client's styles and form.
4. Very much characterized channel of market circulation.
5. High emphasis on R & D.
6. Established brand and market channel.

 WEAKNESSES:
1 The bicycle has substantial weight that can be issue for the clients.
2. Mileage of these bicycles isn't great with contrasting with the other.
 OPPORTUNITIES:
1. The Indian to wheeler showcase has the most developing business sector.
2. Imperial Enfield could build interest for new models and deals.
3. Target market expansion.(including women) 4. Increasing income that is dispensable. And the
first advantage of moving.
 THREATS:
1. The Honda and Hero MotoCorp is the expansive contenders.

2. The bike advertise portion has substantial number of contenders.
1.10 FUTURE GROWTH AND PROSPECTS:
Feasible Arrangements:
 Royal Enfield organization has created there generation limit from 4000 units to 6000
units.
 The organization gets ready for making 150000 units for the principal stage in the up and
coming 5-7 years.
 The Royal Enfield organization has presenting the new diesel motor bicycle and it has the
fuel productivity around 80 Kmpl.
 Royal Enfield presenting the new bicycle of 500cc this bicycle has part of interest in the
global market and in India.

 The Indian car industry is required to develop from the present dimension of
$10 billion out of 2009 to $40 billion by 2015. The business is relied upon to
contribute 10 percent of the nation's GDP by 2016. With in excess of 3 million
workers, the industry creates more than 11mn vehicles a year.
Two wheeler sector recent trends:
 According to international trends, double-wheeler market growth will continue for a

while. In terms of value, the BRIC motorcycle marketplace grew by way of 14.7
percentage between 2006 and 2010 to reach a cost of $32.four billion (Brazil alone
growing with the aid of 32 percentage pa). The marketplace is projected to be worth
$54.7 billion by 2013.
 The Indian market is, of course, completely unique, with the portion below 150 cc being t
he predominant section. This is not normal for the created world, where the market volum
es are governed by the bigger bicycles.Indian use is also prone to move towards universal
patterns altogether, butinside an affordable time-frame, it's miles the smaller bicycles in
order to continue to be the backbone.
 Currently, the same number of bicycles as 72% is in the fragment section (characterised
as seventy five to 125 cc) and 27% within the respectable section (characterized as 125-
250 cc). simplest 1 percent of the bicycles inside the top notch section.

ORGANIZATIONAL STRUCTURE:
GENERAL
MANAGER
(PROPRIETOR)
Sales manager Manager of Services Manager of Services
In charge of the Supervisor of the

Accountant
showroom service
Manager of the Service personnel Computable

team
assistant
Sales
1.11 Financial Statement/Balance Sheet Of Bhavani Motors For The Year 2016-19
Particulars March 2017 March 2018 March 2019
Total income
Income 35,00,000 34,00,000 45,00,000
Excise duty ---- ---- ----
Net sale 35,00,000 34,00,000 45,00,000
Other income 60,000 90,000 100,000

Total 70,60,000 68,90,000 91,00,000

Expenditures
Raw material 30,00,000 30,00,000 34,00,000
Cost of employment 72,000 82,000 100,000
Admin and selling expenses 6,000 9,000 11,000
Other manufacturing expenses 7,000 10,000 12,000
Fuel cost 22,000 22,000 42,000
Miscellaneous expenses 38,000 40,000 52,000
Adjustment of stock -7,600 -2,300 -4400
Depreciation 12,000 13,000 20,000
Operating profit 39,10,600 37,16,300 54,67,400

Total expenses
Profit 28,000 1,28,000 2,45,000
Tax rate 9,22,000 6,12,000 5,69,000

Interest 27,000 57,000 1,92,000

CHAPTER 3
RESEARCH DESIGN
STATEMENT OF THE PROBLEM

Consumer loyalty assumes a critical part in empowering an association to change and create with
clients. Keeping the current client fought is for the most part considerably simpler, takes less
time and includes les cost. The purpose behind this is it requires greater investment to discover
new planned client. In this setting study is led with exceptional reference to consumer loyalty.
An organization can procure more benefits just when it has solid client mind towards item and
administrations offered by the organization. So to have solid client are it needs to give an
aggressive cost assist advertisement publicizing to increment.
NEED OF STUDY
Traditions is one for whom you fulfill a Will or need consequently hr some of payment. The
installment might be cash. Might be time, or may he altruism however there is sort: type of
installment. Fulfillment is the level of individual felt state by commas item: saw in connection to
the individual's understanding.
The level of compliance is the capacity of the extraordinary between the execution of the saw all
the wishes. In case the execution loses the mark of the wishes. The customer is not satisfied. If
the execution coordinates the wishes, client is extremely satisfied. If the performance of the feet
is beyond your desire, the client is excited.
Client' fulfillment is client positive or negative feeling about the esteem that was seen because of
utilizing specific associations offering in particular utilized response to a progression of
utilization Situation encounter. As per dwindle F. Ducker. The reason for business is to make
and after that hold I wished client. A general public backings hotness since they serve it: part's
by entering to their necessities and level them satisfied. On the off chance that the business
disappointed its client's ltd not just these clients slop howling administration cottage society
everywhere will denounce. The firm and may even punish it to the point of its termination.

OBJECTIVES OF THE STUDY
 To know after - sales customer satisfaction.
 To understand the barriers in purchase of royal Enfield.
 To understand after sale service of royal Enfield.
 To understand impact of features, performanceand price on the sale of royal Enfield.
 To know about the impact of comfort driving on the sale of royal Enfield.
SCOPE OF THE STUDY
 This survey helps to know the customers perception about the sales service of the Royal
Enfield.
 The study helps that to collect the information about customer’s feedback or opinion of
the Royal Enfield.
 The study covers the customers of Royal Enfield In Bidar.
 The study helps to the company to examine the level of customer satisfaction.
 The study assists the business to develop their promotional activity.

RESEARCH METHODOLOGY – TOOLS AND TECHNIQUES USED
METHODOLOGY STUCTURE AND RESEARCH
Research Region : Bidar

Research Approach : Survey system
Sampling procedure : Random sample
Contact technique : Personal.
Sample Component : Users of Royal Enfield
Research Instruments : Questionnaires
Sample size : 75
TOOLS OF DATA COLLECTION
The applicable information from the look at become derived from primary statistics amassed
through survey method, which alone become not enough. consequently, secondary data were
collected for successful take a look at.
PRIMARY DATA
As well as taking customer data from the customer data register of the dealership, through telex c
alling I contacted some of the customers. I interviewed them and talked to the showroom staff an
d the Royal Enfield staff about the research report
SECONDARY DATA
Secondary information gathering included web look, perusing magazines, papers, and articles
and papers identified with the bike business in India. Various points - related papers and books
were likewise perused to comprehend the elements of the business.

PLAN OF ANALYSIS
Table help was utilized to classify the crude information. From the tables, idea, examination and
inductions are drawn, which thus was utilized for understanding. In light of this, these diagrams
were set up to improve the pictorial comprehension of the examination.
Conclusion has been drawn from the set of inferences and interpretation, followed by suggestion
s, keeping the goals in mind throughout the study.

CHAPTER 4
DATA INTERPRETATION
Table no 4. 1: Respondent information age?

Age No Of Respondents Percentage
20-24 30 40
25-29 19 26
30-34 14 18
above 35 12 16
Total 75 100
35
30
25
20
15
10
0
20 -24 25 -29 30 -34 above 35
Figure 4.1 Figure showing respondent information age

ANALYSIS:
 The table above, unmistakably 40% of respondents are somewhere in the range of 20 and
24 years of age. 26% between 25 to 29, 18% between 30 to 34 and just 16% are more
than 35 years of age.
INTERPRETATION:
 It turns out that the dominant parts of the respondents are in the 20 and 29year neighborh
ood. From this we can close younger and middle aged people might be more intrigued by
the fact that Royal Enfield is where they start to acquire.

Table 4.2: Table showing the respondent profile based on Gender?
Gender No Of Respondents Percentage
Male 69 92
Female 6 8
Total 75 100
No Of Respondents
80
70
60
50
40
30
20
10
0
Male Female
Figure 4.2 Figure showing respondent information age
ANALYSIS:
 From the previous table, no doubt, 92% of respondents were interviewed men and
women who made up only 8% of global reactions.
INTERPRETATION:
 Unequivocally the vast majority of Royal Enfield's customers are mostly boys because of
the masculine aspect of the bikes.

Table no 4. 3:Showing the respondent's occupation?
Occupation N0 of Respondents Percentage

Student 33 44
G0vernment 05 6
Ex-servicemen 03 4
Pr0fessional 21 28
Self- empl0yed 13 18
T0tal 75 100
N0 of Respondents
35
30
25
20
15
10
0
Student G0vernment Ex-servicemen Pr0fessional Self- empl0yed
Figure 4.3 Figure showing the respondent occupation

ANALYSIS:
 From the table above, obviously 44% of respondents were substitutes who looked for
after graduation or graduation and 28% were specialists. 18 "of the respondents were
utilized autonomously: 4% were previous recipients and 6% had a spot with citizen
driven associations.
INTERPRETATION:
 Plainly customers are generally Professional folks. 20-35 years of age are including a
couple of understudies because of the looks and vitality of the bike.

Table no 4.4: Table showing the respondents ' annual income group?
Income group No Of Respondents Percentage

Less than 1,20,000 39 52
1,20,000 - 3,60,00 10 14
3,60,000 - 7,20,00 14 18
Above 7,20,000 12 16
Total 75 100
No Of Respondents
45
40
35
30
25
20
15
10
5
0
Less than 1,20,000 1,20,000 - 3,60,00 3,60,000 - 7,20,00 Above 7,20,000
Figure 4.4 Figure showing the respondent' annual income group

ANALYSIS
 As indicated by the table above, 52% of respondents had a yearly pay of under 1.20.000,
18% had a pay of somewhere in the range of 3.60.001 and 7.200, 16% had a yearly pay
of more than 720.000 and 4% had a yearly salary of somewhere in the range of 12.000
and 3.60.000.

Table no 4.5 Which model of Royal Enfield do you by and by claim?
Model No Of Respondents Percentage

Bullet 39 52
classic500/350 10 14
Bullet Electra 14 18
Others 21 16
Total 75 100
40
35
30
25
20
15
10
5
0
Bullet classic500/350 Bullet Electra Others
Figure 4.5
Figure showing the respondent Which model of Royal Enfield do you by and by claim
ANALYSIS:
 It is clear from the above that 14°.' Bullet 500 is owned by the respondents, 10% owned b
y Thunder 81rd. 20°» Bullet Electra's own. Eight percent own 500 Machismo. 2|"Bullet 3
50 and 23°" owned by Bullet Classic.
INTERPRETATION :
 It plainly demonstrates that clients are not Amsted to just a single specific model because
of the variations accessible and in light of the fact that the Classic 500/350 models are
recently downloaded, moved quickly to this point

Table No 4.6 How did u purchase the bikes?
Purchased No Of Respondents Percentage

Cash 54 72
Loan 21 28
Total 75 100
60
50
40
30
20
10
0
Cash Loan
Figure 4.6
Figure showing the respondent How did u purchase the bikes
ANALYSIS:
From the table it manifestly well-knownshows that the aftereffects of Royal Enfield are within
the palatable esteem amplify. as must be evident that acquiring method for the 72% respondents
are riding inside the cash element and 28% on layaway premise. clients are set up to pay for
better offices and development and that they feel that each one bikes merit: that esteem which
Royal Enfield is advancing.
INTERPRETATION:
 Unequivocally, customers effectively manage the cost of Royal Enfield bicycles and do
not feel very distressed with the sum.

Table No. 4.7: Did you consider purchasing the Royal Enfield bike as another motorcycle?
Particular No of Respondents Percentage

Yes 27 36
No 48 64
Total 75 100
No of Respondents
60
50
40
30
20
10
0
Yes No
Figure 4.7 Did you consider purchasing the Royal Enfield bike as another motorcycle
ANALYSIS:
 It is clear from the table that 36% of respondents considered or checked an elective bike a
nd 64% did not consider any other cruiser when they purchased their Royal Enfield bicyc
le.
INTERPRETATION:
 Unmistakably larger piece of the customers explicitly picked Royal Enfield as their
motorcycle and dint even watch the nearest non-obligatory bike and this indicates the
commitment of the customers towards the logo Royal Enfield.

Table no. 4.8 Specify your Royal Enfield awareness source when you purchase your bike?
Particular No Of Respondents Percentage

News papas 39 52
Magazines 10 14
Friends 14 18
Others 12 16
Total 75 100
45
40
35
30
25
20
15
10
5
0
News papas Magazines Friends Others
Figure 4.8 Figure showing the respondent:

Specify your Royal Enfield awareness source when you purchase your bike
ANALYSIS:
 From the above table 39 of respondents are consciousness of news paper .From the table
shows 10 of respondents come know the Magazines
INTERPRETATI0N:
 It shows that ads are rarely reviewed and are exceptionally ineffective among non-Bullet
users. Obviously, Enfield should focus on its promotional effort to reach customers.

Table no 4.9:Please specify the mileage for your bike?

45km /lit & above 07 10
40-45 14 18
35-40 33 44
Below30 21 28
Total 75 100
No Of Respondents
35
30
25
20
15
10
0
45km /lit & above 40-45 35-40 Below30
Figure 4.9 Figure showing the respondent : Please specify the mileage for your bike
ANALYSIS:
 Of the total table, 26 of the respondents are 35-40 indicate the mileage of their bicycle.
Among over 18 respondents aged under 30, indicate the mileage of your bik
INTERPRETATION:
 Obviously, it shows that the mileage of the Royal Enfield bicycles is conservative and the
mileage in the vicinity of 35 and 40 even on the roads of India with substantial activity is
an extraordinary arrangement.

Table no 4. 10.Which location did you prefer not to buy your Royal Enfield bike?
Place of Purchases No of respondents Percentage

Show room 48 64
direct second hand 22 30
used vehicles dealership 5 6
Total 75 100
60
50
40
30
20
10
0
Showroom Direct second hand Used vehicles dealership
Figure 4.10
Figure showing the respondent:Which location did you prefer not to buy your Royal Enfield bike
ANALYSIS:
 From the above table showing that 48 respondents are showrooms to purchase their ' Roy
al: Enfield Bicycle '
 It shows that the 22 respondents purchase second -hand Direct bikes from the table above
INTERPRETATION:
 On the table to show that the most extreme interviewees are Showrooms, buy your Royal
Enfield bicycle
 And less than the interviewees are buying a direct second-hand bike

Table no 4.11How about spare parts availability?

Readily availability 51 68
Don‘t get them readily 8 10
Don‘t have good spares supply 12 16
Major headache 4 6
Total 75 100
60
50
40
30
20
10
0
Readily available Don‘t get them Don‘t have good Major headache
readily spares supply
Figure 4.11
Figure showing the respondent: How about spare parts availability
ANALYSIS
 From the table above to show that 48 of the respondents are showrooms to buy their
'Royal Enfield bicycle'
 The table above shows that the 22 respondents buy second-hand bikes directly
INTERPRETATION
 On the table to show that the most extreme interviewees are Showrooms, buy your Royal
Enfield bicycle.
 And less than what respondents are buying a second-hand direct bicycle

Tableno4.12
How many stars are you going to rate for your power satisfaction level and pick up the
Royal Enfield yarn bike?

Poor 4 6
Average 8 10
Good 20 26
Excellent 43 58
Total 75 100
50
40
30
20
10
0
Poor Average Good Excellent
Figure4.12
How many stars are you going to rate for your power satisfaction level and pick up the Royal
Enfield yarn bike
ANALYSIS:
 the above table demonstrates that 20 of respondents are Good given rate for your
fulfillment level regarding force and get of yarn Royal Enfield bicycle
 from the above table to demonstrate the 43 of respondents are offered phenomenal to
Royal Enfield bicycle
INTERPRETATION:
 Above the diagram demonstrates that most extreme respondents are happy with amazing.
 And other least respondents are happy with great towards power and get.

Table no 4.13. What do you believe is the greatest obstruction for non slug riders not
purchasing illustrious Enfield bicycles?
High maintenance 25 33
poor after sale and service 19 25
high price 16 22
low mileage 15 20
Total 75 100
major barrier
35
30
25
20
15 major barrier
10
5
0
High poor after sale high price low mileage
maintenance and service
Figure 4.13
Figure showing the respondent: What do you believe is the greatest obstruction for non slug
riders not purchasing illustrious enfield bicycles
ANALYSIS:
 · From the table above to show the 23 High maintenance major barrier for non -
bullet riders not to buy royal Enfield bikes.
 And the remaining 18 respondents Poor after - sales service major barrier to non -
bullet riders buying royal Enfield bikes.
INTERPRETATION:
 Above the graph shows the maximum High maintenance major barrier for non -
bullet riders not to buy royal infield bikes.

Table no 4.14. Where are you serving your Enfield royal bike?
Place of service No of responds Percentage

Showroom 34 45
Well know bullet mechanic 29 38
Nearby garage 4 6
Self service 8 11
Total 75 100
where do the service

40
35
30
25
20
15
10
5
0
showroom machanic nea garage self
Figure 4.14
Figure showing the respondent Where are you serving your Enfield royal bike
ANALYSIS:
 The above the graph to shows the 34 responds of toto service our bike in an showroom as
royal Enfield bullet riders to gives showroom. And al so 29 respond are know the well
bullet mechanic bike service.
INTERPRETATION:
 The above graph maximum of responds service made in the showroom. And the
minimum responds made service in nearby garage.

Table no 4. 15. Do you agree that the company is taking action on customer complaints?
Yes / no No of responds Percentage

Yes 62 82
N0 13 18
T0tal 75 100
complaints
70
60
50
40
30
20
10
0
YES NO
Figure 4.15 Figure showing the respondent

Do you agree that the company is taking action on customer complaints
ANALYSIS:
 Over Table 62 Of Responds agree that the Company shall take action against the Custom
ers ' Complaints.
INTERPRETATION:
 · Maximum number of respondents agree that the Company shall take action against Cust
omer complaints.
 Maximum number of respondents No respondents agree that the company is taking action
against Customer complaints.

CHAPTER 5
FINDINGS, SUGGESTION AND CONCLUSION
5.1 FINDINGS:
 It turns out that most of clients are somewhere in the range of 20 and 29 years of age.
From this we can close more youthful ages and the Middle Ages is more interested by
Royal Enfield who can be perplexing here is the place they begin to get themselves.
 It is clear that the vast majority of Royal Enfield's customers are men mainly for the
male aspect of bicycles.
 Users are for the most part experts. 20 - 35 years, including a few substitutes because of
the appearance and vitality of the bike.
 Royal Enfield is putting his articles on the correct execution of the value. As the general
population of this payment level of less than 120,000 can bear the cost of this bicycle
without much effort.
 Customers are not pulled in to a solitary explicit model because of available varieties and
with the contention that the exemplary 500/350 is the as of late downloaded dry model
that moves rapidly to this point.
 Customers effectively manage the cost of Royal Enfield bicycles and do not feel much of
a problem with the amount and method of acquisition for a large portion of customers
who drive in the real money area.
 Most customers chose Royal Enfield as their bicycle and Clint also observed the nearest
elective bicycle, which demonstrates the reliability of customers to the Royal Enfield
brand.

 From the survey it was found that most of the respondents are aware about total number
of free services providing by the Bhavani Motors.
 Maximum numbers of Royal Enfield user are satisfied with respect to addressing their
complaints. This indicates that Bhavani Motors proper has given care on solving
customer problems.
 Most of the customers are satisfy with the after sales service of the Bhavani Motors.
5.2 CONCLUSION:
 The examine helped Royal Enfield vendors comprehend if clients are fulfilled or not. If
not, what is the fundamental clarification behind the client's mistake towards the broker
and what are the techniques to improve the dimension of client consistence with the
dealer.
 We can close the youthful age and middle age is increasingly motivated by Royal
Enfield. Acquiring conduct is fantastically regulated by the necessity of intensity and
regard for the popular brand and clients are normally proficient men, matured 20 to 35,
including a few substitutes. Countless access the as of late downloaded 350/500 great,
what's more, clients successfully deal with the expense of Royal Enfield bikes and clients
are amazingly faithful to the Royal Enfield brand.
 Imperial Enfield must concentrate on its promoting endeavors to achieve clients, the
mileage of Royal Enfield bikes is uncommonly functional and by far most of them like to
purchase their bicycle simply expelled from the showroom with extra parts available in
the window without exertion.
 Imperial Enfield has a high level of customer satisfaction for its energy. get, consolation.
Security and with subsequent benefits.

 Of course, Royal Enfield examines the groups recruited by their customers in their
normal locations to maintain their image, and the Royal Enfield owner is thrilled by
Royal Enfield fans.
5.3 SUGGESTIONS:
 Aggressive offering The Company ought to take after a forceful offering idea. A non-
forceful offering idea which is obviously unmistakable in its publicizing effort which
does not hit on the client rather plans to give data in an unobtrusive way.
 Promotional campaign The Royal Enfield advancements seal on digital and print media
are completely pulled returned from the Indian lifestyle and point of view. An Indian
consumer self reliant in their repayment degree has a sat? Comer for traditions and
culture of India hence. all associations consisting of market pioneers like Hero Honda and
Bajaj advantage by using this direct of clients and format their commercial fights
recollecting India.
 Weak follow up from businesses It was seen in the midst of the examination that Royal
Enfield was feeble in making up for lost time with imminent customers
 Measures to improve its business Showrooms are low in estimation and don't mirror the
quality and size of Royal Enfield available.
 Should enhance the adjust deals benefit during the overview it w found that Royal
Enfield isn't fulfilling every one of their clients in after deals administrations.
Representatives at dealership some of the time utilize brutal words and progress toward
becoming

BIBLIOGRAPHY
1. Marsha Peter (2014) A theoretical model for the study of product importance perception
“journal of marketing “ Vol 47 Issue 3 page no 69-81.
2. James Y L Thong (2016) Unified theory of acceptance and use of technology “journal of the
association for information systems Vol 17 Issue 5 page no 328 -376.
3. Marshal L Richens (2003) The mediating effects of trust and emotions “journal of service
research Vol 10 Issue 3 page no 269-281.
WEBSITE:
• www.en.wikipedia.org
• www.scribd.com
• Www. Royalenfield.com
• www.bartleby.com
• www.klabin.com
• www.researchgate.net

QUESTIONNAIRE
General Information of the respondents:
1. Age
a) 20-24 (b) 25-29

(c) 29-35 (d) 35-above
2. Gender?
(a) Male (b) female
3. Occupation
(a) Student (b) Government Service
(c) Professional (d) Others
4. Annual income
(a) Less than 1, 20,000 (b) 1, 20,000-3, 60,000
(c) 3, 60,001 -7, 20,000 (d) Above 7.20.000
5. Which model of Royal Enfield do you presently own?

(a) Shot 500 (b) classic500/350
(c) Slug Electra (d) Others
6. How did u purchase the bikes?

(a) Cash (b) Loan
7. Did u consider other motorcycle while buying the Royal Enfield bike?
(a) Indeed (b) No

8. Please specify your source of awareness of Royal Enfield while buying your bike?
(a) News dads (b) Magazines
(c) Companions (d) Others
9. Please specify your bike's mileage?

(a) 45km/lit &above (b) 40-45
(c) 35-40 (d) Below30
10. Which place did you prefer for purchase your' Royal Enfield bike?
(a) Showroom (b) Coordinate second hand
(c) Utilized vehicles dealership
11. How about the availability of spare parts?

(a)Promptly accessible (b) try not to get them promptly
(c) significant migraine (d) Try not to have great extras supply
12. How many stars will you rate for your satisfaction level with respect to power and pick up of
yarn Royal Enfield bike?
(a) Poor (b) average
(c) good (d) excellent
13. What do you think is the major barrier for not purchasing Royal Enfield bikes by non bullet
riders?
(a) High maintenance (b) poor after sale and service
(c) high price (d) low mileage
14. Where do you service your royal Enfield bike?

(a)Showroom (b) Well know bullet mechanic
(c) Nearby garage (d) self service

15. Do you agree that company takes action towards the complaints lodged by the customers?
(a) Yes (b) No
THANKING YOU

A Study On Consumer Satisfaction Towards Royal Enfield at Bhavani Motors 2019-20

Uploaded by

Document Information

Original Description:

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

A Study On Consumer Satisfaction Towards Royal Enfield at Bhavani Motors 2019-20

Uploaded by

Copyright:

Available Formats

A STUDY ON CONSUMER SATISFACTION TOWARDS ROYAL ENFIELD AT BHAVANI MOTORS 2019-20

PRESIDENCY UNIVERSITY Page 1

PRESIDENCY UNIVERSITY Page 2

PRESIDENCY UNIVERSITY Page 3

PRESIDENCY UNIVERSITY Page 4

PRESIDENCY UNIVERSITY Page 5

PRESIDENCY UNIVERSITY Page 6

PRESIDENCY UNIVERSITY Page 7

INDUSTRY : Motorcycles, Lawnmowers

PRESIDENCY UNIVERSITY Page 8

PROFILE OF THE BUSINESS IN INDIA:

1.5 VISION MISSION AND QUALITY APPROACH:

PRESIDENCY UNIVERSITY Page 9

1.6 PRODUCT PROFILE:

PRESIDENCY UNIVERSITY Page 10

ROYAL ENFIELD conventional 350

ROYAL ENFIELD THUNDERBIRD 350X

ROYAL ENFIELD CLASSIC 350 SIGNALS

PRESIDENCY UNIVERSITY Page 11

1.7 AREA OF OPERATION

PRESIDENCY UNIVERSITY Page 12

1.8 INFRASTRUCTURE FACILITIES:

1.9 SWOT ANALYSIS:

1. Imperial Enfield has the solid brand name in the market.

PRESIDENCY UNIVERSITY Page 13

1. The Honda and Hero MotoCorp is the expansive contenders.

1.10 FUTURE GROWTH AND PROSPECTS:

PRESIDENCY UNIVERSITY Page 14

Two wheeler sector recent trends:

 According to international trends, double-wheeler market growth will continue for a

PRESIDENCY UNIVERSITY Page 15

Sales manager Manager of Services Manager of Services

In charge of the Supervisor of the

Manager of the Service personnel Computable

Particulars March 2017 March 2018 March 2019

Income 35,00,000 34,00,000 45,00,000

Excise duty ---- ---- ----

Net sale 35,00,000 34,00,000 45,00,000

Other income 60,000 90,000 100,000

PRESIDENCY UNIVERSITY Page 16

Total 70,60,000 68,90,000 91,00,000

Raw material 30,00,000 30,00,000 34,00,000

Cost of employment 72,000 82,000 100,000

Admin and selling expenses 6,000 9,000 11,000

Other manufacturing expenses 7,000 10,000 12,000

Fuel cost 22,000 22,000 42,000

Miscellaneous expenses 38,000 40,000 52,000

Adjustment of stock -7,600 -2,300 -4400

Depreciation 12,000 13,000 20,000

Operating profit 39,10,600 37,16,300 54,67,400

Tax rate 9,22,000 6,12,000 5,69,000

PRESIDENCY UNIVERSITY Page 17

STATEMENT OF THE PROBLEM

PRESIDENCY UNIVERSITY Page 18

OBJECTIVES OF THE STUDY

 To know after - sales customer satisfaction.

 To understand the barriers in purchase of royal Enfield.

 To understand after sale service of royal Enfield.

 To understand impact of features, performanceand price on the sale of royal Enfield.

SCOPE OF THE STUDY

 The study covers the customers of Royal Enfield In Bidar.

 The study assists the business to develop their promotional activity.