New Microsoft Office Word Document

c

?????????????????????????????????????????????? ?
` ? ?
The two Wheeler industry is entering a crucial phase in which the

fortunes of many a producer is being decided by the emerging
consumer preferences for vehicle offering high fuel economy and low
maintenance.
Powered two wheelers are the most important mode of personal

transportation in the country. In this respect, India differs from
industrialized nations where the automobile holds the price of place.
The new products are almost always interest they usually add to the
quality of life. Safety, convince, elegance and pleasure are all consumer
needs which cater to these needs at the right price have every chance of
winning the consumers favour.
Since marketing starts with the determination of consumer wants

and ends with the satisfaction of those wants. It is important to study
about consumer the nature, needs, motives, personality, learning,
G.F.G.C.HOSADURGA 1
c

attitudes, perceptions, awareness, and family, cultural economic,

business and social influence.
This study is undertaken to understand and highlight the

consumer perception, consumer needs, behavior, tastes, satisfaction
etc. towards hero Honda in Bangalore city. It enables to understand the
sales, service of the product
G.F.G.C.HOSADURGA 2
c

i
? ??
?? ? ? ?
D
͞A Market is an area for potential exchanges. Thus market is a group of

buyers and sellers interested in negotiation the terms of purchase sales
of goods/services. The negotiations work may be direct or indirectly
conducted. In the market ownership and possession of products would
be transferred from the seller to the buyer as per sale contract.
G.F.G.C.HOSADURGA 3
c

D ` ?
͞Marketing is a social and managerial process by which individuals and

groups obtain what they need and want through creating, offering and
exchanging products and services of that value with others͟.
???????????????????????????????????????????????????????? ?
iD ?
A person who purchase or has the capacity to purchase the goods

of service often for sale by the marketing firm in order to satisfy
personal need and desires.?
?
G.F.G.C.HOSADURGA 4
c

Perception is the sensing of stimuli external to the individual

organism the act or process of comprehending the world the world in
which the individual exists.
Perception has been defined by social psychologists as the͟

Complex process͟ by which people select organize and interpret sensory
stimulation in to a meaningful and coherent picture of the work.
?
i

?
?
G.F.G.C.HOSADURGA 5
c

MARKETING RESEARCH:-
?

?
iD ? ?
c !

?????????????????????????????????????????????????????????????????????????????????????? ? ? ?
G.F.G.C.HOSADURGA 6
c

?
?
?
? ? an English man, built the first motor tricycle in

1884. The first gasoline engine motorcycle to appeal publicly was built
by Gottlieb Daimler of Bad Germany in1885. The first practical engines
& motorcycles were designed by the French, Belgians, followed by
British German, Italian and American markers.
The popularity of the vehicles grew, especially after 1910. During

World War I the motorcycle was I the motorcycle was used by all
branches of the armed forces in Europe, Principally for dispatching.
After the war it enjoyed as port vogere until the great depression began
in 1927. After World War II a revival of interest in motorcycle lasted into
the 20th century. With the vehicle being used for high-speed touring and
sport competitions.
G.F.G.C.HOSADURGA 7
c

" #

$

%

%

1948 September : Honda co.ltd , established and the capital invested was
1illion yen

&

i

'(
D ?i ?
? ?i ?
? ?????????????????
G.F.G.C.HOSADURGA 8
c

1949August : Product of two cycle D-Type motor cycle (98cc )

commence 1st fall fledged motorcycle with engine and
frame to be produced by manufactured, marketing start of
Honda͛s history as a pioneer.
1951 October : E-type 4 cycle motorcycle (146cc) announced
1955 October : E-type 4 cycle motorcycle (146cc) announced
1955 September : Honda take the lead in annual domestic motorcycle

production
1960 July Research and development division separated from the

Honda motor company and re-established has Honda R&D
company ltd.
1961 June Honda sweeps 1st to 5th place in 125 cc and 150cc classes
and captures customers champion ships
1963 August T360 light truck markeled
1965 September Honda (OK)ltd, established
1972 July Honda civic marketed incorporation of CVCC low pollution

in been technology response to the demand for the a
vehicle with loan exhaust emissions
1974 may Technical collaboration agreement concluded with

standard company of the Yugoslavia
September International association of Traffic and safety sciences

(IATSS) established
1977 December Honda foundation established to promote to the creatively

and contribute to society
1979 December Technical collaboration agreement concluded with a

British Leyland (BL) limited.
1984 Joint production agreement for motorcycle concluded with

hero cycle private limited of India
1985 august Join production agreement for power product conducted

with a SRI of India
1988 December Honda plans new recreation education facility called
G.F.G.C.HOSADURGA 9
c

metegi mobility world.
1990 February Honda president jadasshi kume named (automotive

industries) magazines
Company crossed the 3,00,000 motor cycle production in

September 1989, in 1988 the accounting year was changed from 30th
June to 31st march
1998 2000000 motor cycle produced
2000 Splendor declared world No.1largest selling

single two wheeler model of 40,000 the motor
cycle produced.
2001 New motor cycle model passion introduced

and joy. One million production in one single
year
2003-04 Hero Honda become a world͛s No.1 company

for 3rd consecutive year .splendor +,passion +,
CD Deluxe bikes introduced in this year
2005 Splendor world͛s largest selling motor cycle

crossed the 5 million mark
Total sale crossed a record of 10 million motor

cycle
G.F.G.C.HOSADURGA 10
c

2006 Hero Honda in the world No. 1 for the 4th year
in now
2006-07 Hero Honda company was eight new product

launches across segments, including CBZ X-
treme, New Karizma, Glamour FI, Glamour
with alloy wheels, , CD Dawn, Passion Plus
2007 Super splendor ʹ, achiever and pleasure these

bike was introduced by in this year
2008 Current year hero Honda company introduced

to ͞ &splendor +NXG bikes
2009 In this year hero Honda company introduced

to ? bikes
??
i ? i `?
i?
?? ?
The consumer market consists of all the individuals and

households who buy or acquire goods and services for personal
c

consumption. Consumers range tremendously in age, income, education

level, mobility pattern, tastes etc.
Consumers generally have some notion in their mind about the

product before buying it. This may be of price, quality, color, durability,
status, prideness, good performance or service etc. After purchase of
the product which are well decided the products perceived performance
could be expected level of the consumer which influence the market.
Keeping this in view the study has been embarked upon to analyze
consumer perception towards hero Honda. The study also includes the
level of satisfaction of the consumer brand.
???
? ?
?? ?
c

j ?To analyze consumer perception towards HERO HONDA

SPLENDAR PLUS motorcycle in general.?
?To analyze consumer perception towards the sales process
and service of the HERO HONDA SPLENDAR PLUS and
companies motor cycle performance.?
?To get feedback on what consumer expects from the HERO
HONDA SPLENDAR PLUS.?
4)?To find the factor responsible for opting HERO HONDA
motorcycle.
5)?To find out consumers perception with respect to dealer
effectiveness.
6)?To come out with appropriate conclusion and
recommendation as based on analysis and interpretation of
data.
7)?To analyze the seller performance of Hero Honda Splendor
plus by M.M motors
i ?
?? ?
c

The study helped in knowing about awareness and satisfaction of

customers towards ͞Hero Honda Splendor plus bike͟. As those products
has a very good reputation in the market, the feedback, perception and
awareness of this product been easy to gather. It also helps us to
increase our practical knowledge towards marketing of a company.
A study on consumer perception of Hero Honda Splendor+ has

been carried out in Hosadurga. This study is targeted towards the
consumer of Hero Honda.
Scope of study extents to discover consumer reaction towards the

product performance and physical characteristic performance with
respect to quality price, advertising and company good will. As
motorbike is used as mean of transport this study will help the
consumer to understand:-
ù?The present profile of consumer towards Hero Honda.

ù?It analyzes the brand awareness and preference towards
Hero Honda.
ù?It helps to know the opinion of Hero Honda.
The study helps to know the major attributes which influence the
owners of the vehicles and who are ready and have the intention to buy
c

the two wheelers, and to determine as to which media influence on the

respondents.
The consumers need, preferences, usage habits, and purchase

action very luckily which in turn gives the study wide scope for analysis.
The study helps both the company to take quick decision regarding
to further improvement and to know the potential demand, and if any
alternates have to be adopt, this study helps the company.
By this study, the company can derive the following Benefits:
To understand the needs of the customers
To make emphasis on the weakness if any
To enhance further improvement in the ͞After Sales
Services͟,
?
?
?D? ? ?
D ` ?
c

͞Marketing is a social and managerial process by which individuals and

groups obtain what they need and want through creating, offering and
exchanging products and services of that value with others͟.
???????????????????????????????????????????????????????? ?
iD ?
A person who purchase or has the capacity to purchase the goods

of service often for sale by the marketing firm in order to satisfy
personal need and desires.?
?
Perception is the sensing of stimuli external to the individual

organism the act or process of comprehending the world the world in
which the individual exists.
c

Perception has been defined by social psychologists as the͟

Complex process͟ by which people select organize and interpret sensory
stimulation in to a meaningful and coherent picture of the work.
???????D ?
????????The research was carried out through survey method. Field work
was
Carried out in order to collect data. Data was collected through questionnaire and
interview. The analysis of the data was done through simple statistical technique such as
drawing of percentage for generalization, construction of tables for tabulation the primary
data. The use of diagram to have a better understanding adopted in study.
)

&

% %

*
%

c

?
???????????????? ?
c

? ?
? i?
?? ?
"

"

There are basically two methods of data collecting
a)?Primary data
b)?Secondary data
In observation the researcher personally collects the data where as in
the Primary method data originates from the persons on whom the
research is being introduced.
Questioning is the process of data collect used in the Primary

method.
Questioning as its name suggests asking questions to people who are

through to have the desired information.
c

? ?
Primary data consists of original information for the specific

purpose at hand. It is first hand information for the direct users of
respondents. The tools used to collect the data may vary depend can be
collected through various methods.
i ? ?
i

"

"

*

?
!?"#$%
"%?
Another aspect which forms a part of research process is the

sampling plan. When the marketing research has decided to carry out a
field survey, he has to decide whether it is to be a census or sample
survey.
Sampling is a systematic approach for selecting a few elements

from the entire collection of in order to make some inference about the
total period.
c

It is small specimen as a segment of the whole population representing

its general qualities as far as possible.
?& ?
A total of 175 consumers were administered to gather information to

accomplish objectives to find satisfaction of consumers of hero Honda
Splendor +
Structured questionnaire:-
"

*

*

+ "

*

??
Close-end questionnaire
Open-end questionnaire
? ?
c

c ( *

*

? ?
R(*

*

+ ,

*

%

*

c (*
&R(
*

The questionnaire is designed based as on market condition to

create awareness, knowledge and to get feedback from the respondent.
The questionnaire was developed for the industrial sector, domestic
sector and the premise market.

c

Technique of analysis:-
"*

*

%

(
*

"
*

& &

?
?? ??
1)?In this study it was not possible to collect the opinion of all the
customers owing to personal constraints. So assumptions were
made that the respondents will provide correct information
2)?As the other are areas were untouched the report may not be
applicable for those area
3)?There was lack of interest from some consumers
c

4)?The sample size for conducting survey was considerably small

and confined to Bangalore city limit only.
?Analysis of the data from the questionnaire was done on the

assumption that the respondents gave correct information@?
?$'%"?$'%%?(?? )?
CHAPTER-1
INTRODUCTION :
1. GENERAL INTRODUCTION
2. SPECIFIC INTRODUCTION
CHAPTER-2
RESEARCH METHODOLOGY:
c

This chapter gives an insight to the research design of the study. It
states the problem, which is studied. The objectives, scope and
limitations are discussed. The methodology sources and tools for data
collection, sampling plan of analysis are stated, operational definitions
terms are given.
CHAPTER-3
COMPANY PROFILE:
In this chapter the profile of the company is disussed. Intoduction,
Establishment of DIC, Organizational structure, objectives, functions and
training schemes of DIC͛s are discussed.
CHAPTER-4
ANALYSIS AND INTERPRETATION:
This chapter consists of the data collected, analysis, interpretation
and inference.
c

CHAPTER-5
SUMMARY OF FINDINGS, CONCLUSIONS AND SUGGESTIONS:
In this chapter, the interpretated data and used to find the results.
The summary of the findings is listed in this chapter, conclusions are
drawn on the basis of the processed data and the suggestions are made.
CHAPTER-6
ANNEXURES:
- Questionnaire
- Bibilography
c

CHAPTER 3
??
?
? ?
?
??
"
(

#

#

%

All the four segments, Motor Cycles, Scooters, Scooerettes and

Mopeds have witnessed capacity additions in the last one year and it
will continue in the upcoming period as and when the foreign
companies opens a local subsidiary. Over this period as and when the
foreign companies opens a local subsidiary. Over this period, only the
Motor Cycle segment is expected witness higher demand vice-versa
supply, while the Scooters, Scooterettes and Mopeds supply will
outstrip demand.
c

As incomes grew and people felt the need to own a private means
of transport, sale of two-wheelers raised. Penetration of the two-
wheelers is? expected to increase approximately to more than 30%by
2008.
The Motor Cycle segment will continue to lead the demand for
two-wheelers in the coming years. Motor Cycle sales are expected to
increase by 20% as compared to 1% growth in the Scooter market and
3% by Scooterttes and Moped sales respectively for the next two-years.
The Indian two and three wheeler industry produced and sold
about 6.5million units in 2009-2010. Like any other Indian Industry, the
policy environment guided and controlled this segment of the industry
as well. Licensing norms ruled the day till mid 80͛s. Access to foreign
technology inputs and foreign investment were strictly government
controlled.
Since mid 80͛s, the Indian automobile industry was administered

select doses of liberalization. Foreign collaborations with equity up to
c

26%, fresh licenses and conditional CKD imports, etc. were allowed. This
liberalization coupled with the Indian market potential attracted world
majors like Honda, Yamaha, Suzuki and Piaggio setup their Joint
Ventures during mid 80͛s in India. From 1991 onwards, the industry was
de-licensed. Automatic approvals for foreign equity up to 51% and
equity participation in excess of 51% with specific approvals entered the
rulebook. Honda converted one of its Joint Ventures to a 51% subsidiary

R

c

- )

-

.//.

.//0,

,

1223
The four-stroke Motor Cycle has added new dimensions to the

two-wheeler segment. The major players in the Motor Cycle market are
Bajaj Auto Ltd. with its Pulsar DTS-i, Hero Honda Co. with its Hero Honda
Karizma.& Hero Honda splendor + Competition is intense in all
segments of the two-wheeler industry with fuel efficiency and price
being crucial considerations for success. In the recent past, a
manufacturer͛s ability at product innovation and opening new market
niches have also been crucial for the growth of the industry. Bajaj Auto
c

Ltd. entered the Motor Cycle segment in the mid 80͛s. Since then it has
won market shares increasing indigenization and by opening new
market niches for their products. Bajaj has emphasized its higher safety
and superior quality. Fuel efficiency allowed Hero Honda to dominate
the 100cc Motor Cycle segment for most of the last eight years. Bajaj
Auto Ltd. has gained considerable market share in this segment since it
also launched a four-stroke Motor Cycle two years ago. The 100-cc
segment is further power (dominated by Bajaj Pulsar DTS-i), fuel
economy and sub-segments. The semi-urban and rural markets will
increase in importance in the future and all manufacturers͛ plan to
launch heavier bikes with stronger suspensions.
The relatively affordable and stable prices of Bajaj Motor Cycles

backed by flexible loan options have caused other Motor Cycles to
continuously lose market share to them in the previous few years.
"#*'?#+?'%??$#!,?
The Legend of Hero Honda:-
What started out as a Joint Venture between Hero Group, the

world͛s largest bicycle manufacturers and the Honda Motor Company of
c

Japan, has today become the World͛s single largest two wheeler
Company. Coming into existence on January 19, 1984. Hero Honda
Motors Limited gave India nothing less than a revolution on two-wheels
made even more famous by the ͚fill it ʹ shut it ʹ forget it͛ campaign.
Driven by the trust of over 5 million customers, the HERO HONDA
product range today commands a market share of 48% making it a giant
in the industry. Add to that technological excellence, an expansive
dealer network, and reliable after sales service, and you have one of the
most customer-friendly companies.
This is proved by the company͛s sales over the years:
c

./45(40 67222

./4/(/2 /0122

.//4(// 572002

j 30.1.2

j .21/555

j .615./5

.033573

./50630

1730745

145/107

7770350

622.173

60.2475

?
?
?
?
?
?
?
?
?
??? !?"#?
c

From rolling 60 cycles a day, the Hero Group chairman has steered
his group to becoming India͛s largest two wheeler maker.
(Yoshihide Munekuni, Chairman ʹ and representative, Honda

Motor Company Ltd., Japan, announced that HERO HONDA has
emerged as the largest two wheeler company in the world having sold
13 million motor cycles during 2001. It was a proud movements for Brij
Mohan Lal the patriarch of the Munjal family, which controls the HERO
Group for Lal a Businessman who is said to have ruled his sprawling
family (he has several brothers and nephews) with an iron fist,
accolades have pouring in for years. In the late eighties, the group
became the largest producer of bicycles in the world. Hero Cycles, with
the capacity to produce 6.2 million bicycles per annum, continues to be
the world͛s largest bicycles manufacturer.
Its closest competitor is a company called Giant which produces at

various location including Taiwan, China and U.S.A. but, it͛s total
capacity does not add to more that 5 million,͟ sources said. This has
found the Hero group a place in the Guinness book of world records.
c

The Munjals of Ludhiana have come a long way since their first
venture Hero cycles was set up in 1956. At that time, the company used
to manufacture 60 cycles a day. Now, it churns out over 18,500 cycles
every day. In a fully integrated scale of operations, the Munjals role
their own steel and still and make critical components like free wheels
for their bicycles. In their early years the Munjal realized that it was
important to build long lasting relationships with workers, dealers and
vendor. This was to pay which dividends so on. In their early 1980͛s
Honda of Japan had decided to set a shop in India and was on they look
out for a partner it has received over tunes from the Who͛s who of India
business. At the end of the long list was the name of Munjals. Even in
their reckoning, The Munjals saw little chances of walking the altar with
Honda. So they were pleasantly surprised when one day they received a
summons from Honda to link the deal. In Japan, the Munjal͛s were told
by the Honda brass that they along had a way of doing business that
was akin to that of the Japanese.
Hero Honda motors Ltd is the undisputed leader in the country is

Motorcycle market. Its share is the largest two wheeler markets in the
world (after china).Is close to 50 percent. It͛s best selling brand includes
Splendor + CBZ and Passion+. Its is the largest selling
c

motorcycle in India. Hero Honda is also looking at sourcing cheap

components from china to produce low cost motor cycles.
Once a small time Businessman from Ludhiana. Lal has done it all.
He͛s Wealthy through he lives modestly ʹ crowned a stellar business
crone with the presidency of the confederation of Indian Industry.
Famous quote of Mr.Brijmohan Lal Munjal is ͞ ? Di? ?
iD `?
? ? DD ?
D? i ? ? ?
` ?
c

?
?
??i ??
Hero Honda splendor + gat something for everyone. It is a

complete bike. The more hearts you reach. The more heart you touch. A
philosophy derived ͞Kanto͟ a Japanese word that defines our own
contribution to the society by creating production that touch the hearts
of the consumers ͚splendor +͛ in as success might from the word go
Mainly splendor + in 3 types
c

0? Hero Honda splendor +

0? Hero Honda super splendor
0? Hero Honda splendor NXG
Hero Honda splendor + cost 44.095. Hero Honda splendor sold rural
and urban side. Hero Honda splendor + a largest selling bike in India
Hero Honda splendor + is a sporty look. Most of the people attracted

towards hero Honda splendor + bike. It looks very good and nice. It
attracts millions of people.
'%?%$ ?+%"%?#+?'%?'%"#?'#!

?%!
%"?-
?
??
The board seat give you long riding comfort and keeps the
pillion rider comfortable seated.
c

????
Now you don͛t have the hassle of shifting to neutral gear to

start the bike.
?? ?
Adjustable shockers are designed for comfort the shockers give

you smooth raiders on the terrains
?
The hero Honda splendor + has 7,5Bhp, 0, 80 Kgfm & Digitally

controlled ignition what͛s more it is naturally environment friendly.
?? ?
Mounted on to the silence, it makes that the feel of the pillion

rider are absolutely safe.
c

??
?
5the unique double cradle frame gives your perfect balance

and unmatched maneuverability
? ?? ?
The steepler auto tensioner mechanism gives longer chain and

engine life.
? ???? ?
Cancel indicator lights with a simple push of button for your

convenience and easy operation.
? ?
? ?
Suffice to say, you can͛t really ask for a better fuel economy
??i?
c

Hero Honda splendor + Comes with a round with square

headlights land indicators and chrome styling, making it a truly classic
bike.
At present hero Honda splendor + is available in attractive

colors are
0? Red
0? Midnight black
0? Pearl silver
0? Blue
0? Green
?
? ?
?? ? ? ?? ? ? )
1)? One yea/ three years free personal accident insurance covers
worth 1 lakh.
2)? Exclusive rewards and gifts on accumulation of points.
3)? Chance to win hero Honda splendor + motor cycle or Rs.40000 in
cash
4)? Discount on hero Honda Genuine spare part.
c

5)? Chance to be invited for exclusive entertainment events such as

movie shows, musical nights and carnivals
6)? Regular update on H.H products and program related activity.
?i
?
? ??i ??
????
???????????????????????????????????!? ?? ? ?
??????????????????????"#@?
? ??????????????????????? ?!"@ ??
??????????????????? ?@DD?? @ DD?
c

D?D ?????????????????????????????#@??$% ??
D? ??????????????????????????????? @% ?$& ?
???????????????????????????????!???
D??????????????????????????????????%??
???????????
c

??????????????????????????????????????j? @??
??????????????????????????????????j ?? ???D??
????????????????????????????????????j? ?j ?
?
?????????????????????????????j? j ?? ?! ?
???
????????????????????'??????????????????? ???
c

? ????????????'????????????????????j"# # j ! ?
??????????????'????????????????????j ??
` ????'????????????????????????j"?
???????????????'??????????????????????j "??
ii i ?
?????????????????????'?????????????????? ?
? ??
???????????????????????'??????????????????? ??@ ??
c

??????????????????????'???????????????????@#j% ?!? ?
??????????????????????'????????????????????@#j%@!? &? ?
????????????????
??
?????????????????????'??????????????????j ?? ?
??????????????????????????????????????????j ? ?
?
???????????????'????????????????jj??
c

? ????????????????'???????????????? "??
? ?'???????????????j@!??
i ?
?D@D?D ?
M.M motors is the no.1 dealer for Hero Honda in Chitradurga

district. The company was started in 1998 as a company and has raised
to its current strength on a foundation of customers commitment and
quality.
i ??
?D@D?
The showroom is equipped with a modern service, facility as well

as a stock house of genuine spares. The workshop is fully automated
and ultra modern, while the accent is on quick quality service. Our
motto is to complete delivery after servicing, to the customer at the
earliest. Our service team tries to ensured delivery within a time span of
2-6 hours. Only if there are complications, then some extra time is
taken. Care is taken to ensure the customer leaves our premises
completely satisfied.
c

The motorcycle ramp is pneumatic & functions as a fully equipped

test day. To facilitate the maintenance of rigorous quality and
inspection standards the company is renowned for the service area is
equipped with a separate inspection day.
c

?!?
i i?(? ?
? @?j?
ii?
? ? i i? `?? ??` ?` i???
? ? ? ? ?@
? ?? )??
? ??
. 8 (12 18 10%
2 21-30 52 30%
3 31-40 66 38%
c

4 41-above 39 22%
TOTAL 175 100%
?INTERPRETATION: -
It has been observed from the above analysis 38%of respondents are
in the age groups of 31-40 years, 30% of respondents are in the age
group 21 -30years.from this we can concluded that nearly 70%of the
respondents users of H H splendor +bike in belongs to 20-40 years age
groups
Graph: 1
c

i i?
?` ?` i?
10%
22%
30% 1 Below-20
2 21-30
3 31-40
38% 4 41-above
????????
? ?
c

Table No. 2
?
? ? i i?
? @?

? )?
? i i?
i i?
BUSINESS 80 46%
9 :R 99 56 32%
STUDENT 21 12%
OTHERS 18 10%
????????????? j# j )
i '

INTERPRETATION: -
The above analysis shows that 46% of respondents were
businessman, 32% were service holders and 12% were student.
c

Graph: 2
c

?
? ? i i
180
160
140
120
100
175 NO. OF RESPONDENTS

80
60
40 80
56
20
21 18
0
1 2 3 4 5
????? ?????
c

? @??
SOURCES OF AWARENESS OF HERO HONDA SPLENDOR+
i ? @
? i i? )
?
i i?
ADVERTISEMENT 60 34%
FRIENDS 46 26%
RELATIVES 19 11%
OTHERS 50 29%
? j#? j )?
i ? ?@?
c

INTERPRETATION: -
These statistics reveal that greater part of respondents have got the
information from T.V and advertisement other than friends & relatives about an
important role in influencing them to opt for.

"

i:9;<R)

#

Graph: 3
c

i i?
? ii?
? ??
i
%OF RESPONDENTS
34%
29%
26%
11%
1 2 3 4
c

? @?!?
SATISFACTION ABOUT PRODUCT BRIEFING
i i
? @
? i i? )?
? i i?
YES 161 92%
NO 14 08%
? j#? j )?
i ? ?@
INTERPRETATION: -
"

i

/1=

c

Graph 4
c

i i
?? ?
`
NO.OF RESPONDENTS
161
14
YES NO
c

???
D ?
? i ?
D ?
?
? )?
? i i?
i ? i i?
FINANCE 115 66%
CASH 60 34%
? j#? j )?
i ? ?@
INTERPRETATION: -
c

"

,

00= 76=

Graph 5
c

D ?
? i
FINANCE CASH
34%
66%
? @?&?
c

CUSTOMER PERCEPTION TOWARDS SALES PROCESS BY M.M MOTORS
? @?
? )?
? i i?
i i?
VERY GOOD 70 40%
GOOD 80 46%
FAIR 25 14%
POOR 00 00%
? j#? j )?
i ? ?@
INTERPRETATION: -
The study reveals that the consumer perceives the dealer͛s sales process
as very good and good with the percentage being 40% and 46% respectively.
c

Graph 6
c

?i?i i? ii??D@D?

Di
% OF RESPONDENTS
100%
46%
40%
14%
0%
1 2 3 4 5
c

? @?#?
i"%i,c"%R;8R""9i")%<9
i i
? @?
? )?
? i i?
i i?
YES 160 92%
NO 15 08%
? j#? j )?
i ? ?@
INTERPRETATION: -
The statistic indicates that the greater part of respondents is satisfied
about sales service with a majority of 92%.
c

Graph 7
c

i i
?? i?
8%
92%
c

? @?%?
iD ? ? i? ? i ? ?

D ?
? @?
? )?
? i i?
i i?
VERY GOOD 70 40%
GOOD 77 44 %
FAIR 28 16%
POOR 00 0%
? j#? j )?
i ? ?@
INTERPRETATION: -

#

c

"

??
Graph 8
c

iD ? ?i? ?

i ??
D
VERY GOOD GOOD FAIR POOR
0%
16%
40%
44%
c

? "?
iD ? ?i? i ?
ii?
? @?
? )?
? i i?
i i?
VERY GOOD 62 36%
GOOD 88 50%
FAIR 25 14%
POOR 00 0%
? j#? j )?
?i ? ?@
INTERPRETATION: -
"

#

c

70=
52=

Graph 9
c

iD ? ?i?
i ?
ii
% OF RESPONDENTS
50%
36%
14%
0%
1 2 3 4
c

? @?j ?
iD ? ?
D? ??i ??
i
? @?
? )?
? i i?
i i?
MORE POWER 26 15%
STYLE 31 18%
PRICE REDUCTION 42 24%
MORE COLOURS 39 22%
FREE ACCESSORIES 37 21%
? j#? j )?
i ? ?@
c

INTERPRETATION: -
,

16="

11= 1.=

Graph 10
c

iD ? ?
D? ??
i ?
MORE POWER STYLE PRICE REDUCTION MORE COLOURS FREE ACCESSORIES
15%
21%
18%
22%
24%
c

? @?jj?
i i? ?? ? ?

? ?i ? ?
?
? ??i ??
? @?

? )?
? i i?
i i?
VERY GOOD 43 25%
GOOD 61 35%
FAIR 41 23%
POOR 30 17%
? j#? j )?
i ? ?@
c

INTERPRETATION: -
The above statistic reveals that majority of the respondents are quite
pleased and satisfied with the availability of spare parts of Hero Honda
splendor + while 19% of respondents feel that the company should work
on this front.
????????
Graph 11
c

i i? ?? ? ?

? ?i ? ?
? ? ??
i ??
% OF RESPONDENTS
35%
25%
23%
17%
1 2 3 4
?
??
c

? @?j?
CONSUMER PREFERANCE FOR HERO HONDA SPLENDOR

+V/S OTHER MOTOR OF HERO HONDA
i? @?
? )?
? i i?
i i?
SLPENDER 39 23%
SPLENDER+ 73 41%
PASSION PLUS 21 12%
CD DAWN 22 13%
KARIZMA 9 5%
C.B.Z 6 3%
AMBITION135 5 3%
? j#? j )?
i ? ?@
c

INTERPRETATION: -
"

#i

6.=

17=.1=.7=7=

Graph 12
c

iD ?
?
? ???
i ?i? ?D?
? ?

% OF RESPONDENTS
41%
23%
12% 13%
5%
3% 3%
1 2 3 4 5 6 7
c

??? @?j
i?
? i `? ??i ??
)9iR; @?
? )?
? i i?
i i?
PERFORMANCE 80 46%
STYLE 25 14%
PRICE 29 17%
BRAND IMAGE 41 23%
? j#? j )?
i ? ?@
INTERPRETATION: -
The study reveals that Hero Honda splendor+ is chosen by respondents
mainly due to its performance & brand image.
c

??
Graph 13
c

i?
? i `? ??
i ?
PERFORMANCE STYLE PRICE BRAND IMAGE
23%
46%
17%
14%
c

?j!@?
? ?
?
? ? ? ? ? ? ?
@?
Brand No.of respondents % of respondents

Hero Honda 90 51 %
Bajaj 40 23 %
TVS 20 12%
Yamaha 25 14%
??i ? ?@
Interpretation:
The statistic reveals that Hero Honda is the first preference of the
consumers with 51% of respondents opting for it followed by
percentages being 23% ,12%,14%, respectively.
c

Graph 14.
c

???????????????????????
?
?
? ? ? ? ?
? ?@
No.of respondents
90
40
25
20
Hero Honda Bajaj TVS Yamaha

????????????
Table 15
Consumer feeling about the engine design of Hero Honda
splendor +
c

Feeling No. of % of respondents

respondents
Leads to smooth 164 94%
driving
Not so advance 11 06 %
Total 175 100%
??i ? ?@
??????????? ??
The study reveals that Hero Honda splendor + is chosen by

respondents mainly due to its leads to smooth riding.
c

Graph 15
c

?
? ????
?
? ? ?
Leads to smooth driving Not so advance
6%
94%
c

CHAPTER 5
RECOMMENDATIONS & SUGGESTIONS
ù?? has to identify those dealers who are facing the
problem with sales and take adequate measures to keep up the
so far created brand image.?
ù????? has to use more promotional techniques to
improve the sales in future. It has to conduct more road
shows/public display by which the consumer is given with much
detailed information about the product and more public
awareness is created.
ù?Many existing customers have stated that the splendor+ be

provided with self Starter and disc brakes. So the company
should focus on those factors. ?
ù?Company should reduce that cost of spare parts as it

found that customers are not satisfied with the price of
spare parts. If company will reduce that cost of spare
c

parts, it is result to low maintenance cost and that will
lead to more customer satisfaction.
ù? The company should take necessary steps to avoid

delay in delivery of serviced motorcycle.
ù? Company should reduce the service charges.
ù? Company should think about offering attractive feature
in the motorcycles.
ù? Company should take some steps on seat

Splendor + as in survey it is found that many
Customers are not satisfied with seat
c

ù?Company should be added with more power, mileage and given

with more colors in? +?
?
?
?
?
HERO HONDA is one of the leading two wheeler producer in the globe.
It holds an important place in the minds of consumer by providing
efficient service and better products. Product efficiency and innovations
are the method they live up today. Their engineering is comprehensive.
c

Consumer perception towards HERO HONDASPLENDOR +

motorcycles is very good. It has created a very good brand image for
itself through providing low maintenance, fuel efficient, sleek looking
models along with efficient after sales service. It has attracted every
class customers.
In today͛s competitive business environment, it is only due to

the positive perception of the consumer that the company is being able
to compete in the market with its other competitors.
Hero Honda bucked the industry growth trend, posting better than
industry results in the last quarter Its market share in motorcycles in the
domestic market has grown upwardof50%
c

New Delhi, October 18, 2007: Hero Honda Motors Ltd., the world's
largest two-wheeler manufacturer, reiterated its undisputed leadership
by reporting better-than performance in Q2 (FY 2008-09).
QUESTIONNAIRE
Dear customer
c

First and foremost accept my congratulation on being the

proud owner of a HERO HONDA motor cycle. I heartily welcome you to
the family of HERO HONDA users.
I, Karnakumar.V final year B.B.M. student of the Govt. First Grade

collage of Hosadurga. I doing a project work on ͞ ? ?
? ? i ? i? ? ? ? for my academic
purpose. I request you to kindly fill this questionnaire & oblige.
Thanking you,
Sincerely yours,
Karnakumar.V
c

1. Your name: -
2. Address:-
3. Occupation:-
Business [ ] Employee [ ]
Student [ ] Others [ ]
4. Which motorcycle of HERO HONDA you have purchased?
Splendor+ [ ] Passion+ [ ]
CD-Dawn [ ] C.B.Z [ ]
c

Ambition 135 [ ] Karizma [ ]
5. While purchasing two wheeler which of the following brand comes to
your mind?
Hero Honda [ ] Bajaj [ ]
T.V.S [ ] Yamaha [ ]
6. What is your opinion about overall sales process?
Very good [ ] Good [ ]
Fair [ ] Poor [ ]
7. Did you buy your motorcycle through finance or cash?
c

Finance [ ] Cash [ ]
8. Why did you choose HERO HONDA SPLENDAR PLUS motorcycle?
Performance [ ] Style [ ]
Price [ ] Brand Image [ ]
9. Are you satisfied with product?
Yes [ ] No [ ]
10. Monthly house hold income
Bellow-5000 [ ] 5000-10000 [ ]
10000 -150000 [ ] 15000-above [ ]
c

11. How did you come to know about the product?
Friends [ ] Advertising [ ]
Relatives [ ] Others [ ]
12. What do you consider while purchasing a two wheelers
Brand name [ ] price [ ]
Fuel efficiency [ ] Look [ ]
13. Did you take test ride?
Yes [ ] No [ ]
c

14. Are you satisfied with the after sales service provided by M.M
motors?
Yes [ ] No [ ]
15. How do you feel about the engine design of Hero Honda Splendar +?
Leads to smooth riding [ ] Not so advanced [ ]
16. Where do you get your vehicle serviced?
From the showroom [ ]
From the authorized dealer [ ]
17. What is your opinion about the complaint recognition by service

personnel?
Fair [ ] Poor [ ]
c

18. What is your opinion about the performance of HERO HONDA

SPLENDOR PLUS bikes?
Fair [ ] Poor [ ]
19. What do you feel regarding the availability of spare parts of the
HERO HONDA splendor +?
Fair [ ] Poor [ ]
20. Suggest your opinions about the improvement of the product.
a)
b)
c

c)
21. How do you compare Hero Honda splendor + v/s other company
brand for the following feature
Excellent [ ] Good [ ]
Satisfactory [ ] poor [ ]
22. What are the specification (Quality, attributes, etc.) do you expect
from HERO HONDASPLENDAR PLUS?
More power [ ] Style [ ]
More colors [ ] Price reduction [ ] Free

accessories [ ]
23. Since how long you are using Hero Honda splendor + bike?
Past one year [ ]
c

Past 6 months [ ]
??
? ?
?
ù?c 8 ' >i

9
'
122/
ù?9

';)i i
9
'
1224
ù?
'

9
'
122/

'
È?8

È?
%
?
??
??
c

È?
È?"
%
??
?? ? @ ? @ ?
?? ? @ @ ?
@
@ ?
??

New Microsoft Office Word Document

Uploaded by

Copyright:

Available Formats

You might also like

New Microsoft Office Word Document

Uploaded by

Document Information

Original Description:

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

New Microsoft Office Word Document

Uploaded by

Copyright:

Available Formats

c 

??????????????????????????????????????????????  ?

The two Wheeler industry is entering a crucial phase in which the

Powered two wheelers are the most important mode of personal

Since marketing starts with the determination of consumer wants

attitudes, perceptions, awareness, and family, cultural economic,

This study is undertaken to understand and highlight the

͞A Market is an area for potential exchanges. Thus market is a group of

͞Marketing is a social and managerial process by which individuals and

A person who purchase or has the capacity to purchase the goods

Perception is the sensing of stimuli external to the individual

Perception has been defined by social psychologists as the͟

     

iD ?  ?

c      !       

? ? an English man, built the first motor tricycle in

The popularity of the vehicles grew, especially after 1910. During

1949August : Product of two cycle D-Type motor cycle (98cc )

1951 October : E-type 4 cycle motorcycle (146cc) announced

1955 October : E-type 4 cycle motorcycle (146cc) announced

1955 September : Honda take the lead in annual domestic motorcycle

1960 July Research and development division separated from the

1963 August T360 light truck markeled

1965 September Honda (OK)ltd, established

1972 July Honda civic marketed incorporation of CVCC low pollution

1974 may Technical collaboration agreement concluded with

September International association of Traffic and safety sciences

1977 December Honda foundation established to promote to the creatively

1979 December Technical collaboration agreement concluded with a

1984 Joint production agreement for motorcycle concluded with

1985 august Join production agreement for power product conducted

1988 December Honda plans new recreation education facility called

metegi mobility world.

1990 February Honda president jadasshi kume named (automotive

Company crossed the 3,00,000 motor cycle production in

1998 2000000 motor cycle produced

2000 Splendor declared world No.1largest selling

2001 New motor cycle model passion introduced

2003-04 Hero Honda become a world͛s No.1 company

2005 Splendor world͛s largest selling motor cycle

Total sale crossed a record of 10 million motor

2006-07 Hero Honda company was eight new product

2007 Super splendor ʹ, achiever and pleasure these

2008 Current year hero Honda company introduced

2009 In this year hero Honda company introduced

The consumer market consists of all the individuals and

consumption. Consumers range tremendously in age, income, education

Consumers generally have some notion in their mind about the

j ?To analyze consumer perception towards HERO HONDA

The study helped in knowing about awareness and satisfaction of

A study on consumer perception of Hero Honda Splendor+ has

Scope of study extents to discover consumer reaction towards the

ù?The present profile of consumer towards Hero Honda.

the two wheelers, and to determine as to which media influence on the

The consumers need, preferences, usage habits, and purchase

By this study, the company can derive the following Benefits:

To understand the needs of the customers

To make emphasis on the weakness if any

c

?????????????????????????????????????????????? ?

iD ? ?

c !

? ? an English man, built the first motor tricycle in

)

? ?

?Analysis of the data from the questionnaire was done on the

'%?%$ ?+%"%?#+?'%?'%"#?'#!

?? ?

? ?? ?

???????????????????????????????????!? ?? ? ?

? ??????????????????????? ?!"@ ??

??????????????????? ?@DD?? @ DD?

D?D ?????????????????????????????#@??$% ??

D? ??????????????????????????????? @% ?$& ?

???????????????????????????????!???

??????????????????????????????????????j? @??

??????????????????????????????????j ?? ???D??

????????????????????????????????????j? ?j ?

? ????????????'????????????????????j"# # j ! ?

??????????????'????????????????????j ??

???????????????????????'??????????????????? ??@ ??