CHAPTER-I

INTRODUCTION

1.1 INTRODUCTION

Automobile sector is one of the evergreen part in everyone life. India is one of the biggest
manufacturer and producer of two-wheelers in the world. It stands next only to Japan and China
in terms of the number of two-wheelers produced and domestic sales respectively. The Indian
two-wheeler industry made a small beginning in the early 50s when Automobile Products of
India (API) started manufacturing scooters in the country. Customer satisfaction is the degree of
satisfaction provided by the goods or services of a company as measured by the number of repeat
customers. The main objective of the study is to find out the customer satisfaction and loyalty
towards Yamaha bike FZ. Descriptive research is followed in this research. The universe of the
population includes the respondents who are the customers of Yamaha bike FZ, located at
Colachel. The samples (i.e. sample size 50) were selected among the customers of Yamaha bike
FZ, located at Colachel for this research. The major findings of the study are, Most (92%) of the
respondents opined that Yamaha has improved after Yamaha FZ bike and Majority (60%) of the
respondents said that they are using bike for fun riding and it is recommended that the Yamaha
bike FZ may try to keep all types of models and all brands as per the requirement of local people
in that locality. From the research, it is concluded that the demographic variables such as age
group, gender and occupation are having less impact on the factors of customer's satisfaction.
The research outcome also indicates that, most of the customers are satisfied towards Yamaha
bike FZ with respect to the chosen factors.

1.2 INDUSTRY PROFILE:

The world's automakers face a rate of alteration unlike that the any other time in the
industry's past. Digitalization, connectivity, increasing power train technologies, tougher
regulations, and shifts in the buyer attitudes have shaped a unprecedented challenges as well as
opportunities. In pursuit of the sales development, international automakers have invested
deeply in the emerging markets, but slower demand, especially in the China, has highlighted the
risks of the investments. Exactly assessing economic conditions in specific markets has become
more significant than ever for automakers.

Annual global sales of the light vehicles, which include the passenger cars and lights trucks, total
about 80million, According to the data compiled by Scotia bank. Industry watchers expect global
light vehicle sales to increase slightly more than the 3% in 2018. Demand in China will lead to
global growth but is slowing amid a cooling economy. Strong economic growth and rising
average vehicle age in the North America and in Europe are expected to help drive moderate
sales growth. Leading countries for car manufacturing include China, Germany, Japan, South
Korea, and the US. Unit sales are highest in China, North America, and Western Europe.

HISTORY OF THE AUTOMOBILES:

History of the automobile industry first origin in the year 1769 it was the formation of
steam engine. In the year 1806 the very first case powered by an inside combustion engine
running on gas fuel arrived in 1885 introduction of ubiquitous modern gasoline or petrol filled
internal combustion engine, In the 20th century first introduced the power electric cars. History
of the bikes era begins in the 2nd semi of the 19th centuries. Bikes are the most sink from the
"safety cycles" the bicycle with the rear and front wheels of the same size and the pedal head of
the mechanism to ride the rear wheel. Despite some previous benchmarks in its Evolution, the
motorcycle is the very less rigid birth that can be found back to a single machine or idea.. Instead
of the idea seems to have occurred to high engineers and inventors in Europe at around the same
period.

1.3 COMPANY PROFILE

Yamaha motor Pvt Ltd as made up in India in the year 1985 as the joint venture in the
year 2001, in august Yamaha motor company limited has became a 100(%) percent subsidiary in
2008 Mitsui and company has made an contract with Yamaha company to turn out to be a joint
investor in India. Yamaha motor company is extremely customer-driven and has a universal
network of over 2300 customer touch point and it was with the 500 dealers.
Type - public company.

Industry - Automobiles industry.

Predecessor - YAMAHA MOTOR PVT LTD.

Headquarters (HQ) - Iwata and Japan

Key persons - Hiroyuki Yanagi

Product - Automobiles

Returns - 410.4 Billon JPY

Net income - 22.9 Billion JPY

1.4 MISSION, VISION, AND GOALS

VISION: To be a leader in the market.

MISION: To attain better level of service to buyers.

VALUES: To buyer forced behavior carrying for the buyer integrity.

1.5 PRODUCT AND SERVICE PROFILE

Yamaha FZ S FI

About FZ S FI

Yamaha FZ S FI is a commuter bike available in 2 variants in India. Its lowest version

starts from a price of ₹1, 03,986 (ex-showroom) and the top version from a price of ₹1, 05,495
(ex showroom). Yamaha FZ S FI generates 12.2 bhp of power and 13.6 nm of torque from its
149cc engine. Single cylinder engine of FZ S FI has a 5 speed manual gearbox. With both rear
and front disk brake, the top variant of Yamaha FZ S FI also has an anti-locking braking system.
This 137 kg bike is available in 5 colors.

The FZ is the model that revived Yamaha’s fortunes in India, and since its launch, it has
been the gold standard for the 150cc sporty commuter, as far as the sales figures are concerned.
It offered a number of new technologies like radial tyres and a centralized fuel tank, at the time
of its launch. It is also one of the pioneers of fuel injection, having made the entire FZ range FI at
a time when its competitors were still depending heavily on carburetted variants.

The next generation of the FZ-S is here, and it is not a major update. Single-channel ABS
has been added, which is now compulsory, an LED headlamp, and the instrument cluster with
white backlighting. The fuel injection has been tweaked to offer better midrange but the peak
power output remains the same at 13bhp and 12.8Nm. The split seat has strangely regressed to a
single-seat, despite the overall design becoming a little more aggressive. The only difference
between the FZ and FZ-S is the presence of a belly pan on the latter. It bumps up the price of the
bike by Rs 2000, ex-showroom.

In the latest update, the company has launched the BS-VI variant of the motorcycle that
now gets a BS-VI compliant power plant. The engine continues to be the same 149cc single-
cylinder air-cooled unit with fuel-injection that now produces 12.2bhp at 7,250rpm and 13.6Nm
at 5,500rpm. Transmission duties continue to be handled by a five-speed gearbox.The FZ-S
competes with other commuter-oriented sporty motorcycles in the 150-160cc segment like the
Honda X-Blade, Bajaj Pulsar NS160, Suzuki Gixxer and TVS Apache RTR 160 4V.

Yamaha YZF R15 V3

About YZF R15 V3

Yamaha YZF R15 V3 is a sports bike available in 3 variants in India. Its lowest version
starts from a price of ₹1, 48,759 (ex-showroom) and the top version from a price of ₹1, 50,860
(ex-showroom). Yamaha YZF R15 V3 generates 18.3 bhp of power and 14.1 nm of torque from
its 155cc engine. Single cylinder engine of YZF R15 V3 has a 6 speed manual gearbox. With
both rear and front disk brakes, the top variant of Yamaha YZF R15 V3 also has an anti-locking
braking system. This 142 kg bike is available in 3 colours.

The YZF-R15 changed the 150cc segment in the Indian market the way the CBZ did
when it was launched. It was an everyday motorcycle that could genuinely be used as a track day
tool. The second version of the R15 traded practicality for more focused performance, but the
advent of the KTM RC200 meant that a far better performance was available for the sport bike
enthusiasts at a similar price. The R15 Version 3.0 reduces that gap significantly with
technology. On the list is now a BS6 engine with a few more ccs, but featuring variable valve
timing which takes the maximum power output to nearly 18.3bhp with a peak torque output of
14.1Nm. It also gets all-LED lamps and an all-digital LCD instrument cluster that displays a
wealth of information, including when the Variable Valve Actuation switches to the different
camshaft profile.

While the global model gets goodies like upside down forks, the domestic version
features conventional telescopic forks to keep the costs in check. The pillion seat seems to be
positioned a little lower, at least visually, which should address some of the pillion complaints.
The rear side panels have a Ducati Panigale-style gap which looks attractive when viewed from
behind. Grab handles for the pillion have also been cleverly integrated, which was given a miss
in the Version 2.0. The motorcycle features disc brakes at both ends and is now equipped with
dual-channel ABS as standard equipment. Meanwhile, with the BS6 version, the motorcycle now
features a radial tyre as standard for the rear, side-stand engine cut-off switch and dual-tone
horns. The R15 Version 3.0 BS6 is available in three colour shades of Racing Blue, Thunder
Grey, and Dark night.
Yamaha MT 15

About MT 15

Yamaha MT 15 is a commuter bike available in 2 variants in India. Its lowest version

starts from a price of ₹1, 40,740 (ex-showroom) and the top version from a price of ₹1,41,735
(ex-showroom). Yamaha MT 15 generates 18.2 bhp of power and 13.9 nm of torque from its
155cc engine. Single cylinder engine of MT 15 has a 6 speed manual gearbox. With both rear
and front disk brakes, the top variant of Yamaha MT 15 also has an anti-locking braking system.
This 138 kg bike is available in 3 colours.

The MT-15 is a naked street bike from Yamaha that is based on the company’s MT
series. The MT-15 shares most of its underpinnings with its fully-faired sibling, the YZF R15
V3.0. It features a transformer-style front fairing with an LED projector headlamp, sculpted tank
with tank extensions, a wide handlebar and a petite tail section.

For 2020, Yamaha is offering a new white paint scheme which comes with orange wheels
alongside the metallic black and dark matte blue colours. The motorcycle also gets a BS6-
compliant version of the 155cc, single-cylinder engine that produces 18.2bhp of power at
10,000rpm; 0.2bhp lesser than the 2020 YZF-R15 V3 which also uses the same motor.
Furthermore, it also gets a side-stand engine inhibitor. Besides this, the MT-15 remains the same
and comes equipped with telescopic forks up front and a monoshock at the rear mounted on to a
box-type swing arm. For braking, the motorcycle employs disc brakes at both ends but with only
single-channel ABS for the front. In terms of competition, the Yamaha Mt-15 goes up against the
KTM 125 Duke in India.

Yamaha FZ25

About FZ25

Yamaha FZ25 is a commuter bike available in 2 variants in India. Its lowest version starts
from a price of ₹1, 52,783 (ex-showroom) and the top version from a price of ₹1,57,785 (ex-
showroom). Yamaha FZ25 generates 20.5 bhp of power and 20.1 nm of torque from its 249cc
engine. Single cylinder engine of FZ25 has a 5 speed manual gearbox. With both rear and front
disk brakes, the top variant of Yamaha FZ25 also has an anti-locking braking system. This 153
kg bike is available in 5 colors.

Yamaha has updated its quarter-litre naked roadster motorcycle, the FZ 25 to comply
with the BS6 emission norms. Unlike its predecessor, the FZ 25 is now available in two variants
– standard and S. The FZ 25 is priced at Rs 1,52,100 while the FZS 25 will be available for Rs
1,57,100 (ex-showroom Delhi).

The underpinnings, engine and hardware are identical on both variants of the FZ 25
series. The updated model range is powered by a BS6-compliant 249cc, air-cooled, SOHC,
single-cylinder engine that produces 20.5bhp of power at 8,000rpm and 20.1Nm of torque at
6,000rpm.Standard features on models include LED day time running lamp, LED headlight,
negative LCD instrument cluster, under cowling and side stand with engine cut-off switch. The
FZS 25 further benefits from additional hardware like a long visor, brush guards on the handle
grips and golden alloy wheels.

The motor comes mated to a five-speed gearbox. The suspension is taken care of by
telescopic forks for the front and a mono-shock at the rear while braking is done by single discs
at both ends along with a dual-channel ABS. The FZ 25 is designed targets the buyers who want
a quick commuter that is refined and can sit comfortably at 100kmph all day long. The FZ 25
rivals the likes of Suzuki Gixxer 250 and the Bajaj Dominar 250 in the Indian market.

Yamaha Ray ZR 125

About Ray ZR 125

Yamaha Ray ZR 125 is a scooter available in 3 variants in india. Its lowest version starts from a
price of ₹71,410 (ex-showroom) and the top version from a price of ₹75,411 (ex-showroom).

Yamaha Ray ZR 125 generates 7.9 bhp of power and 9.7 nm of torque from its 125cc
engine. Single cylinder engine of Ray ZR 125 has an automatic gearbox. Both rear and front
brakes of Yamaha Ray ZR 125 are drum brakes. This 99 kg scooter is available in 7 colours.

The Yamaha Ray ZR 125 is a completely new model in the manufacturer’s Indian
portfolio. In terms of styling, the new Ray ZR 125 Fi is similar to the smaller sibling but gets a
more pronounced appeal due to the ‘Armored Energy ‘styling concept. The lines are edgier with
sharper contours giving the scooter a more defined form.

It gets a Y-shaped LED position lights and individually mounted turn signal lamps. The
Ray ZR 125 is available in two versions, drum and disc, wherein the latter also gets a digital
instrument cluster. Yamaha is offering the scooter with a choice of five colour options which
include Dark Matte Blue, Metallic Black, Cyan Blue, Matte Red Metallic and Reddish Yellow
Cocktail.

The Ray ZR 125 is built around a new chassis weighing 99kg, 4kg lesser than its
predecessor. Powering it is an all-new BS6 compliant 125cc single-cylinder engine with
Yamaha’s Blue Core technology that is now capable of churning out 8bhp of max power and
9.7Nm of peak torque. That’s a 30 per cent hike over the 110cc version of the Ray ZR. With this
motor, the company claims a mileage of 58kmpl which is about 16 per cent more than the 110cc
motor. In terms of features, the scooters come with side stand engine cut-off function, Multi-
function key with seat opener and 21-litre large under-seat storage. As for cycle parts, the
scooters are equipped with telescopic forks up front and monoshock at the rear. Braking is done
by drum brakes on the base variant and a disc-drum set up of the higher-spec Ray ZR 125.
1.6 SWOT ANALYSIS

STRENGTH, WEAKNESS, OPPORTUNITIES AND THREATS.

STRENGTHS:

✓ Yamaha and their quality and customized product.

✓ Yamaha firm has 40k workers.

✓ High level of marketing.

✓ Promoting circulation of the Yamaha bikes through international.

✓ It was one of the significant brand moto GP and world superbike.

✓ Yamaha is producing 50 to 1900 cc bikes.

✓ It has reached the organization by a great degree.

✓ Innovative offer and scheme are provided.

WEAKNESS:

✓ Yamaha R1 are entirely costly

✓ Street safety is less.

✓ Extra parts of the Yamaha motorcycles are costly.

OPPORTUNITIES:

✓ promoting eco-friendly bikes designed to less pollution

✓ A segment of two wheeler is a fast rising industry.

✓ Motorcycle export is limited that is the international market is untapped.

Threats:
✓ Hard race in India as well as international products.

✓ Government policies & rules.

✓ Public transport by govt. is straight affective.