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Customer Perception About HONDA A Case Study On Bathinda Automobiles
Customer Perception About HONDA A Case Study On Bathinda Automobiles
Customer Perception About HONDA A Case Study On Bathinda Automobiles
On
Customer perception about HONDA
A Case Study on BATHINDA AUTOMOBILES
Submitted By
Manoj
Kumar
MBA(IC) 2ND
Roll no. 721
PUNJABI UNIVERSITY
TALWANDI SABO
BATHINDA
INDEX
1. CERTIFICATE
2. ACKNOWLEDGEMENT
3. DECLARATION
4. PREFACE
ACKNOWLEDGEMENT
Manoj Kumar
DECLARATION
I Manoj Kumar hereby declared that the work which is being presented in the
project report “CONSUMER PERCEPTION ABOUT HONDA” is the record of
authentic out by me under the supervision of Mr. Raja ram, Sales Manager
BATHINDA AUTOMOBILES PVT. LTD. INTERNATIONAL HONDA, Bathinda
submitted fulfillment of the award of degree Master of Business administration
(integrated course) to the University School of Business Studies, Guru Kashi Campus
(Punjabi University) Talwandi Sabo, (Bathinda). Any literature, data or works done
by others and cited within this dissertation has been given due acknowledgement and
listed in the reference section.
----------------------------
Signature
PREFACE
COMPANY PROFILE
1.
COMPANY PROFILE
In 2013, Honda invested about 5.7% (US$ 6.8 billion) of its revenues in
research and development. Also in 2013, Honda became the first Japanese automaker
to be a net exporter from the United States, exporting 108,705 Honda and Acura
models while importing only 88,357
History
2.
Over the next few decades, Honda worked to expand its product line and
expanded operations and exports to numerous countries around the world.
3.
The company has assembly plants around the globe. These plants are located
in China, the United States, Pakistan, Canada, England, Japan, Belgium, Brazil,
México, New Zealand, Malaysia, Indonesia, India, Philippines, Thailand, Vietnam,
Turkey, Taiwan, Peru and Argentina. As of July 2010, 89 percent of Honda and Acura
vehicles sold in the United States were built in North American plants, up from 82.2
percent a year earlier. This shields profits from the yen's advance to a 15-year high
against the dollar. Honda Racing Corporation (HRC) is Honda's motorcycle racing
division.
Honda has also created joint ventures around the world, such as Honda Siel
Cars , Guangzhou Honda and Dongfeng Honda in China, Boon Siew Honda in
Malaysia and Honda Atlas in Pakistan.
Honda headquarters building in Minato, Tokyo
Honda Motorcycle and Scooter India, Private Limited (HMSI) is the wholly owned
Indian subsidiary of Honda Motor Company, Limited, Japan. Founded in 20 August,
1999, it was the fourth Honda automotive venture in India, after Hero Honda, Kinetic
Honda Motor Ltd and Honda Siel Cars India. It started Indian operations in May,
2001 at
4.
IMT Manesar (Haryana) and has acquired over 12 Million happy customers in its 12th
year of successful operations. Today, HMSI is recognized as the fastest growing 2
wheeler company in India. HMSI’s brand ambassador is Akshay Kumar.
INDUSTRY – Automotive
WEBSITE – www.honda2wheelersindia.com
HMSI have main office in Haryana. HMSI have currently 5 regional offices. These
are East regional office, KOLKATA, Central regional office, LUCKNOW, North
regional office, GURGAON, South regional office, BANGLORE, West regional
office, MAHARASTRA
Growth:
During FY 2012-13, HMSI achieved record breaking sales of 27.54 lac units
and became the 2nd largest 2Wheeler Company in Indian two-wheeler market with a
significant 31% growth. Overall, in current fiscal 2013-14, HMSI aims to sell 39.3 lac
units and register a phenomenal 43% growth over previous year.
Expansion:
5.
Network:
In the end of FY 2012-13, HMSI Sales & Service network stood at over 1950
outlets (includes 654 Dealers, 670 Branches/Sub dealers, 565 service set-ups) across
India. Further, New Zonal offices were inaugurated at Ahmadabad, Chennai, Bhopal,
Mohali and Bhubaneswar for amassing local market intelligence, strategizing and
implementing regional approach faster. In current FY’2013-14, we target to add a
total of 500 more outlets and provide service closer to customer with a network of
2500 sales and service outlets.
Safety Promotion:
6.
Awards:
On the product front too, Honda’s first truly mass motorcycle for India –
‘Dream Yuga’ has been the proud recipient of 6 key awards including “Viewer’s
Choice of the Year”, “Motorcycle up to 110cc”, & “AAA Creative TV Commercial of
the Year” at the NDTV Car & Bike Awards 2013 and “Motorcycle of the Year up to
115cc” at Bike India Awards, “Compact Bike of the Year” at CNBC Tv18 Overdrive
Awards and “Motorcycle of the Year up to 110cc” at the ET ZigWheels Awards.
HMSI PHILOSOPHY
CORPORATE PHILOSOPHY
It is the contribution from each individual in the company that has made our company
what it is today and that, which will take us into the future.
Everyone has a dream, some goal or activity that gives their life deeper
meaning and sparks passion .when we pursue our dreams we feel empowered. This
power, in turn connects us to other who share the same dreams. It gives us the
strength to overcome the great challenges. It inspires us to spread the joy of our
dreams to other people .Ultimately, the power of borne of a dream is creative force,
capable of producing revolutionary ideas. Honda encourages all its associates to
pursue their dreams. That’s why we are saying we are a company built on dreams.
The power of Honda’s dreams will continue to lead new insights and technologies in
motorcycle and other fields of mobility. And Honda will spread the philosophy of the
power of dreams across INDIA. A country where a billion people carry their dreams
in their hearts, this philosophy brought alive by
HMSI PLANTS
Annual 16 lac units (at full 12 lac units (at full 12 lac units
Production production) production) (production started)
Capacity Additional 6 lac units
* (by FY’14 end)
8.
HMSI Sales Plan (Domestic + Export)
2001- 2002- 2003- 2004- 2005- 2006- 2007- 2008- 2009- 2010- 2011- 2012-
02 03 04 05 06 07 08 09 10 11 12 13
HM SC 55,500 166,30 341,40 486,15 499,90 546,70 629,09 666,45 751,90 907,42 1,242,9 1,462,9
SI 0 0 0 0 0 0 0 0 1 75 18
Sale MC 0 0 0 64,950 100,70 168,60 278,11 403,75 520,00 750,63 864,22 1,291,6
s 0 0 0 0 0 2 6 66
Total 55,000 166,30 341,40 551,10 600,60 715,30 907,20 1,070, 1,271,9 1,658,0 2,107,2 2,754,5
0 0 0 0 0 0 200 00 53 01 84
Gro 100% 202% 105% 61% 9% 19% 27% 18% 19% 30% 27% 31%
wth
Industry 3,321, 5,053, 7,948, 6,576, 7,580, 8,482, 8,087, 8,481, 10,569, 13,397, 15,805, 15,811,
000 000 000 000 000 000 000 000 000 606 000 405
Market 1% 3% 4% 8% 8% 8% 11% 13% 12% 13% 13% 17%
Share
Honda launched the all new Honda Eco technology in 2013, making the Most Fuel
Efficient 2W in India!
The new Honda Eco Technology boosts fuel efficiency of Honda’s products
resulting in a Dream Mileage (Mileage based on internal Honda test ride mode that is
close to actual city riding conditions). This revolutionary mileage benchmark is yet
another milestone from Honda.
Improved combustion with highly ignitable nickel spark plug and optimized inlet
port.
By Optimizing Pulley converter ratio & driving force, the power has been maintained
& mileage has been increased.
9.
10.
HMSI VEHICLES
CHAPTER – II
HONDA PRODUCTS
12.
HONDA PRODUTS
HONDA ACTIVA
HONDA ACTIVA
13.
HONDA AVIATOR
HONDA AVAITOR
HONDA DIO
HONDA DIO
14.
The Indian version has a 6-litre fuel tank, of which one liter is reserve, and the
Japanese version has a 4-litre fuel tank with no reserve. In 2012, HMSI launched a
new Dio at Auto Expo in India. It has a new 110 cc engine which also runs Honda's
Activa and Aviator. It also has a new look and new headlight. Its other specifications
are Engine: 4-stroke, single cylinder, Displacement: 110 cc, Combi breaks, Tyres:
tubeless. It comes in 4 colors and its price is 45545 rupees in showroom.
HONDA UNICORN
HONDA UNICORN
15.
A two-way air jacket and a diamond frame. The first version of the bike featured
spoke wheels and kick start only. Honda claimed the Unicorn accelerated from 0 to
60 km/h (0 to 37 mph) in 5 seconds. Honda released this motorcycle to compete with
the Bajaj Pulsar and the TVS Apache. A limited Moto GP "Unicorn Grand Prix"
edition had the guise of a Repsol Honda RC211V.
HMSI sold 720,000 Unicorns in 2007.In 2010, a premium, sporty and stylish
Variant of the Unicorn, the Unicorn Dazzler, was launched. Except its styling and
presence of disc brake at rear, the other features and specifications are same as that of
the original Unicorn. From 2010, the letters of CB attached for Unicorn model and
other variants of motorcycles from Honda.
It has 4-stroke engine, single cylinder, displacement is 149.1cc and tyres are
tubeless. Its price in show room is rupees 64363.
16.
HONDA CBR150R
HONDA CBR150R
17.
HONDA CBR250R
HONDA CBR250R
18.
Honda CB Trigger
HONDA CB TRIGGER
HONDA CB TWISTER
19.
HONDA CB SHINE
The CB Shine is a 125cc motorcycle developed by Honda for the mass market
segment. The Honda CB Shine launched here in 2006 and was well received in our
market, going on to set new records across India, and worldwide. CB Shine is not
only the number one selling 125cc motorcycle in India but also the world. It has
124cc single cylinder air-cooled engine. The CB Shine has weight of 120kg which is
pretty decent for a 125cc motorcycle. It gives average 69.6kmpl in the city and
76.7kmpl on my occasional ride out of town.
The Honda CB Shine is sold in five colors – Force Silver Metallic, Black,
Grey Metallic, Rebel Red Metallic and Monsoon Grey Metallic. Its price in
showroom is rupees 48241 to rupees 55057.
20.
Honda Motorcycle and Scooter India have launched the Dream Neo
motorcycle. Part of Honda’s Dream series, the Neo is the manufacturer’s first
motorcycle to come equipped with Honda Eco Technology (HET).
The Dream Neo is the most affordable motorcycle in Honda India’s range.
Being a Honda, the built quality of the Neo is slightly better than the competition. The
bike looks very similar to the Dream Yuga, only the graphics are different and it has a
more basic tail section. The Dream Neo derives power from the very refined 110cc
engine. The fuel tank capacity of the Neo is eight liter and Honda claims it has an
efficiency of 74kpl.It comes in 6 colors. Its price in showroom is rupees 43114 to
rupees 47250.
21.
CHAPTER-III
REVIEW
OF
LITERATURE
22.
Aaker (2000) assess that brand awareness plays a vital role in consumer perception
especially when their buying pattern is not defined. Branded items give the feeling of
familiarity. Media and advertisement are effective tools for awareness.
Nandagopal and Chinnaiyan (2003) conclude that the mode of purchase of product
also effecting buying pattern and so perception of consumer.
(Nor Khasimah Alimana and Md Nor Othman, 2007) Price is regularly taken as a
leading factoring guiding choice when it comes to making a buy decision. Price
normally has constantly been a determinant factor on consumers’ brand choice when
choosing a product or service. It is understood that when a consumer is facing a
buying decision for product purchase then he/she is so much concern about the prices
of the product and observe prices keenly. This helps them to maximize their direct
utility that they gain from the purchase. However, when consumer faces brand with
fluctuating prices and perceived quality levels, they would have to make decision
about the preference they make on the basis of attributes of the product.
23.
Factors can influence our perception, causing it to change in certain ways. For
example, repeated exposure to one kind of stimuli can either make us oversensitive or
desensitized to it. Additionally, the amount of attention we focus on something can
cause a change in our perception of it. A brand, or a brand name, is the attempt to
impose some kind of identifying feature on a product or service so that it is easily
recognized by the general public. A brand is oftentimes associated with an image, a
set of expectations or recognizable logo. A marketing concept that encompasses
a customer's impression, awareness and/or Consciousness about a company or its
offerings. Customer perception is typically affected by advertising, reviews, public
relations, social media, personal experiences and other channels.
Customer satisfaction ratings can have powerful effects within organizations;
they focus employees on the importance of fulfilling customers’ expectations.
Furthermore, when these ratings dip, they warn of problems that can affect sales and
profitability Customer satisfaction, a term frequently used in marketing, is a measure
of how products and services supplied by a company meet or surpass customer
expectation. As such, many cell phone plan contracts have a lot of fine print with
provisions that they would Never get away if there were, say, a hundred cell phone
plan providers, because customer Satisfaction would be way too low, and customers
would easily have the option of leaving for a better contract offer.
24.
A high-performing product will provide the customer base with basic benefits, while
adding spare parts, technical assistance, and skill training will offer enhanced
properties to create a total package with increased appeal to consumers.
Human beings, in general, are complex creatures who often do not seem even
to know their own minds. It is easy, and sometimes impossible, to generalize about
human behavior. Each individual is a unique product of heredity, environment and
experience. Predicting such a strange behavior of people is a difficult and complicated
task.. Accurate predictions can yield vast Fortunes and inaccurate predictions can
result in the loss of millions of rupees. Today, business around the world recognizes
that “the consumer is the king‟. Knowing why and how people consume products
helps marketers to understand how to improve existing products, what types of
products are needed in the market place, or how to attract consumers to buy their
products. The era of liberalization, privatization and globalization has brought
changes in society and lifestyle of people.
Marketers can justify their existence only when they are able to understand
consumer’s wants and satisfy them. The modern marketing concept for successful
management of a firm requires marketers to consider the consumer as the focal point
of their business activity. Although it is important for the firm to understand the buyer
and accordingly evolve its marketing strategy, the buyer or consumer continues to be
an Enigma - sometimes responding the way the marketer wants and on other
occasions just refusing to buy the product from the same marketer. For this reason, the
buyer’s mind has been termed as a black box, which should be opened by the seller to
be a successful marketer. The study of consumer behavior also includes an analysis of
factors that Influence purchase decisions and product use. Understanding how
consumers make purchase decisions can help marketing managers in several ways.
For example, if a manager knows through research that fuel mileage is the most
important attribute for a certain target market, the manufacturer can redesign the
product to meet that criterion. If the firm cannot change the design in the short run, it
can use promotion in an effort to change consumers‟ decision making criteria. For
example, an automobile manufacturer can advertise a car’s maintenance-free feature
while downplaying fuel mileage.
25.
CHAPTER – IV
RESEARCH
METHODOLOGY
26.
RESEARCH METHODOLOGY
Interview
Questionnaire design
27.
The research design is a master plan specifying the method and procedures for
collecting and analyzing needed information. The research design in this project is
DESCRIPTIVE and Descriptive research includes surveys and fact-finding inquiries
of different kinds. Casual research is used to know the cause and effect relationship.
Primary data has been collected directly from sample respondents through interview
Method and with the help of structured questionnaire.
(b) Secondary Sources:
There are the various sources for secondary data like books, and small notes
Sheet, sales records, written material available in the company. The secondary data
was collected after choosing the topic, which is very practical and theoretical to the
research. It was collected from the company brochure and documents.
80 Respondents
Bathinda 28.
The data collected through survey was analyzed with help of simple percentages.
Tabular and graphic methods, which included pie charts and bar graphs, are used to
analyze data. To understand the importance of advertising effectiveness in automotive
industry, I had covered almost 80 Customers in Bathinda.
29.
CHAPTER – V
DATA
INTERPRETATION
AND
ANALYSIS
30.
Male 52 65.0
Female 28 35.0
Total 80 100.0
INTERPRETATION
Graph:-1
65%
70%
60%
50%
40% 35%
30%
20%
10%
0%
Male
Female
ANALYSIS:
From the data collected regarding the gender of the respondents, it is clearly
understand by the data collected are that 65% of respondents were male and 35% of
the respondents were female.
31.
Above 50 12 15.0
Total 80 100.0
INTERPRETATION
Graph:-2
18% 20%
18-28 years
29-39 years
40-50 years
27% above 50
35%
ANALYSIS
From the data of sample collected regarding the age of the respondents, it is clearly
understandable by the data collected that 20% of the Honda bike users lie in the age
between 18 to 28 yrs, 30% lies in the 29 to 39 yrs, 35% lies in the 40 to 50 yrs and
only 15% customers lies in the age above to 50. So it is clear very clear that maximum
user is lying in the age between 40 to 50.
32.
Student 8 10.0
Others 24 30.0
Total 80 100.0
INTERPRETATION
Graph:-3
10%
30%
student
Business man
35% service man
others
25%
ANALYSIS - From the data collected from the respondents regarding the occupation
of the customers, it is clearly understandable that the student doing the part time job
can also buy the Honda bike, and the percentage of Honda customers in the Bathinda
zone as a student is 10%, The maximum customers of the Honda bike are business
man by profession. It has covered 35% of the total customers. 25% of customers are
servicemen and 30% of the total customers are doing other work/job.
33.
Up to 10000 4 5.0
10001-20000 16 20.0
20001-30000 28 35.0
30001-40000 24 30.0
INTERPRETATION
Graph: 4
40%
35%
35%
30%
30%
25%
20%
20%
15%
10%
10%
5%
5%
0%
0%
up to 10000 10001-20000 20001-30000 30001-40000 above 40000 none
ANALYSIS - From the data collected by this survey regarding the income profile of
the existing customers of the Honda bikes, it is clear that the maximum number of
Honda customer’s earnings lies in 20k to 30k and minimum number of Honda
customers earns up to 10k per month. The customer who earns between 10k to 20k is
20%. And the customer who earns between 30k to 40 is 30%. Only 10% of the Honda
customers earn more than 40k.
34.
Graduation 35 43.75
Others 14 17.5
Total 80 100.0
INTERPRETATION
GRAPH: 5
50%
45% 44%
40%
35%
30%
25%
23%
20%
18%
15% 16%
10%
5%
0%
High school Graduation Master's degree Others
ANALYSIS - From the data collected from the respondents regarding their education
level. It is clear that the 44% of the Honda customers are graduated and 23% of the
Honda customers have completed master degree. 34% of the Honda customers have
done diploma level course or high school level study and others study.
35.
Married 48 60.0
Unmarried 28 35.0
Separated 4 5.0
Total 80 100.0
INTERPRETATION
GRAPH: 6
9820%
8
7
6
5
4
3
2
1 35%
0 5%
Married Unmarried Separated
ANALYSIS - From the data collected by the primary source regarding respondent’s
marital status, it is clear that 60% of the total customers were married and the 35% of
the customers were unmarried, 5% of the respondents were married but separated. So
it is clear that most of the customer buy the Honda bikes for his family.
36.
1-3 16 20.0
4-5 28 35.0
Total 80 100.0
INTERPRETATION
GRAPH: 7
20%
45%
1 to 3
4 to 5
More than 5
35%
ANALYSIS - Data collected related to the family size of the customer , it is clear that
45% of the customers have more than 5 member in his/her family, 35% of the
customers have 4 to 5 members in his/her family, and only 20% customers have 1 to 3
members in his /her family. Maximum number of total Honda customers has more
than 5 members.
37.
Model Activ Dio Stunne Aviato Twiste Drea Trigge Shin Other
a r r r m neo r e s
Response 15 3 13 15 15 5 2 3 9
INTERPRETATION
Graph: 8
14%
12.00% 12.00% 12.00%
12%
10.40%
10%
8% 7.20%
6%
4.00%
4%
2.40% 2.40%
2% 1.60%
0%
Activa Dio Stunner Aviator Twister Dream Neo Trigger Shine Others
ANALYSIS - All the data related to the, which Honda brand bike is owned by more
customers in the Batinda, collected from the respondents and collected from the
internal sales records at company, stated that most of the customers Activa, Aviator
and Twister. their percentage of users in the Bathinda is 12% each. After these bikes,
the most selling bike is Stunner, and its users are 10.40%.
38.
Q9. Rank the features what you more expect to have in your car?
8 10 10 11 16
INTERPRETATION
GRAPH: 9
25%
20%
15%
10% 20%
0%
Size and shape Technology Brand image Power Fuel efficiency
ANALYSIS - From the data collected from the respondents regarding to the
customers expectation related to the features for which they go first, it is very clear
that 20% of total customers expects good fuel efficiency which expectation is higher
than other expectations. 12% of the customers only go for the brand name whereas
10% of the customers expect a good sized and shaped Bike to have.13% of people see
the technology and 12% people see the power of engine.
39.
Features 20 25.0
Price 12 15.0
Total 80 100.0
INTERPRETATION
GRAPH: 10
30%
30% 25%
25%
20% 15%
15%
10%
5%
0%
Features Price after sale services
ANALYSIS - The data collected from the respondents and from the company
regarding the factor which attracts more customer to buy Honda bikes is simply stated
that after sale services provided by the company.30% customers buy Honda bike only
because of its after sale services and safety availability in the bike. 25% of the
customers are attracted by features available in the Honda bike. Only 15% of
customers buy the Honda bike because of low price, or thinks of price of the bike.
40.
Q11. Do the dealers inform you about the new changes in the services?
Yes 76 95.0
No 4 5.0
Total 80 100.0
INTERPRETATION
GRAPH: 11
100%
90%
80%
70%
60% 95%
50%
40%
30%
20%
10%
0% 5%
Yes
No
ANALYSIS - The data collected from the respondents and from the complaint
directory available in the company regarding, Does Honda dealers inform them or not
about the new changes in the service or scheme represents that, 95% of customers
given their feedback as ‘yes’ whereas 5% of customers says ‘no’.
41.
2 to 4 yrs 24 30.0
4 to 5 yrs 22 27.5
Total 80 100.0
INTREPRETATION
GRAPH: 12
18%
25%
Less then 1 yrs
2 to 4 yrs
4 to 6 yrs
28% More than 5 yrs
30%
42.
Q13.On the scale given below how would you rate your level of overall satisfaction
with the Honda Company?
Satisfied 40 50.0
Neutral 16 20.0
Dissatisfied 6 7.5
Total 80 100.0
INTERPRETATION - GRAPH: 13
60%
50% 50%
40%
30%
20% 20% 20%
10% 8%
0% 3%
Extremely satisfied Satisfied Neutral Dissatisfied Extremely dissatisfied
ANALYSIS - All the data from primary source and secondary source regarding the
customers’ satisfaction level tells that, 50% of the Honda existing customers are
satisfied by the services provided by the company whereas 20% of the customers are
extremely satisfied and said they are giving 10/10 for the Honda services. 20% of
customers were neutral neither satisfied nor dissatisfied whereas 10% of the
customers are dissatisfied in which 3% are extremely dissatisfied. But the ratio of
satisfied customer is more.
43.
CHAPTER - VI
FINDINGS OF THE
RESEARCH
44.
FINDINGS
Customers always expects for a better quality of service from the automotive
dealers, so that they will not suffer any loss because of them. While surveying,
I find that all customers have not the same expectations, and they are not same
by economically or geographically. So the behavior pertaining while dealing a
Bike / Scooter, all customers do not behave in the same way. Some of them
want more discount, some of them want a better service after sale.
About 80% of bike users are using the brand Honda. They have faith on
Honda.
The analysis report says that most of the users are using Honda scooters.
The analysis report says that their bikes are popular in the market because of
some its special features like, look, features, price, availability, mileage etc.
Company has created goodwill among the customers which will help them to
recommend bikes to friends and relatives.
45.
CHAPTER – VII
CONCLUSION
46.
CONCLUSION
The survey conducted for among various players in the small bike segment
automobile industry led to the conclusion that consumers do not usually go for feature
rich bikes. Most often the companies fail to communicate those features to the
audience. Like in case of Honda CBR250 which was one of top feature rich product
but not in the minds of consumers, Consumers did not take CBR250 to the level that
was expected by the company when they introduced it in the market
They are often not marketed as common to all bikes. Its prime focus is
youth. As per the consumer analysis of Indian automobile sector, it shows the Indian
buying behavior is influenced largely by the family. The first preference of an Indian
people is to buy a bike for the whole purposes
Pricing has been a big concern for the small bikes. The clutter present
in this segment makes it extremely difficult to price it according the competitor which
might be providing better performance, style and comfort at the same price.
Outer look was one of the parameter on which different brands were
surveyed .With the competitors providing better look at the same price brand, Honda,
the leading brand in this segment was seen lagging to other players.
It has been observed that Indian apart from the outer looks; prefer to
buy a bike with mileage. This is also seen as a big reason why less mileage bikes are
not considered for long distance travelling.
47.
CHAPTER – VIII
SUGGESTIONS
48.
SUGGESTIONS
Company should try to know the exact expectations of the customers so that
they can achieve the organizational goal by providing them a better service
which matched with the customers’ expectations.
They should implement all the promotional and customer attracting strategies
to attract more and more customers.
All customers have not the same expectations, because of their life style,
economic condition, geographical area, and religions etc. so company should
try to know the all expectations and welcome them in different way.
49.
CHAPTER - IX
LIMITATIONS OF
RESEARCH
50.
LIMITATIONS OF RESEARCH
This is a time consuming research method & the respondents did not have
People also did not give proper response for Questionnaire & interview,
The people in high income band are not easily approachable under this
CHAPTER – X
S.W.O.T. ANALYSIS
OF
HMSI
52.
STRENGTH
WEAKNESSES
OPPORTUNITIES
THREATS
BIBLIOGRAPHY
55.
BIBLIOGRAPHY
WEBSITES
http://en.wikipedia.org/wiki/Honda_Aviator
http://en.wikipedia.org/wiki/Honda_Activa
http://en.wikipedia.org/wiki/Honda_CB_Twister
http://en.wikipedia.org/wiki/Honda_CBR150R
http://en.wikipedia.org/wiki/Honda_CBR250R_(2011)
http://en.wikipedia.org/wiki/Honda_Dream_Yuga
http://en.wikipedia.org/wiki/Honda_Shine
http://en.wikipedia.org/wiki/HMSI
http://en.wikipedia.org/wiki/Honda
http://www.honda2wheelersindia.com/
http://yes.honda.co.in/honda-motorcycle-scooter.aspx
http://www.freeswotanalysis.com/automobile/88-honda-swot-
analysis.html
http://www.skirec.com/images/download/apjrbm/APJRBM-DEC-10/3.pdf
http://www.ijoart.org/docs/Consumer_Perception_and_Buying_Decisions.
pdf
http://www.vsrdjournals.com/MBA/Issue/2011_3_March/2_Vivek_Srivast
ava_Research_Article_Mar_2011.pdf
http://www.academia.edu/7886745/Study_of_Customer_Perception_after_
seperation_of_Hero_and_Honda_-_Study
http://www.rediff.com/expctations/automobile/dealers
BOOKS
56.
ANNEXURE
57.
QUESTIONNARIE
Respected Sir/ Madam
Q1. Gender?
a) Male b) Female
Q2. Age ?
18-28 years
29-39 years
40-50 years
Above 50
Q3. Occupation?
Response
58.
Response
Q5. Highest level of education you have completed?
Response
a) Married
b) Unmarried
c) Separated
a) 1-3
b) 4-5
c) More than 5
59.
Respons
e
Q9. Which features what you more expect to have in your Bike / Scooter?
Particulars Response
Features
Price
Q11. Do the dealers inform you about the new changes in the services?
Particulars Response
Yes
No
60.
Particulars Response
2 to 4 yrs
4 to 5 yrs
Q13.In the given table below, how would you rate your level of overall satisfaction
with the Honda Company?
Particulars Response
Extremely satisfied
Satisfied
Neutral
Dissatisfied
Extremely dissatisfied
61.