CHAPTER - I

INTRODUCTION AND DESIGN OF THE STUDY

1.1 ABOUT THE TWO WHEELER INDUSTRY:

Business always starts and closes with customers and hence the customers must be
treated as the king of the market. All the business enhancements, profit, status, image etc of
the organization depends on customers.

Customer satisfaction is a part of customer’s experience that exposes a supplier’s

behaviour on customer’s expectation, this depends on how efficiently it is managed and how
prompt services are provided.

The satisfaction could be related to various business aspects like marketing, product
manufacturing, engineering, quality of products and services, responses customer’s problems
and queries, completion of project, post delivery services complaint management etc...

Higher the satisfaction level, higher is the sentimental attachment of customers with
the specific brand of product and also with the supplier.

This helps in making a strong and healthy customer – supplier bonding. This bonding
forces the customer to be tied up with that particular supplier and chances of defection very
less.

Hence customer satisfaction is very important panorama that every supplier should
focus onto establish a renounced position in the global market and enhance business and
profit.

Here are the top six reasons why customer satisfaction is so important:

 It is leading indicator of consumer repurchases intentions and loyalty.

 It is point of differentiation.
 It reduces customer churn.
 It increases customer lifetime value.
 It reduces negative word of mouth.
 It is cheaper to retain customers than acquire new ones.

1
 Honda has been calling the Activa the reigning 'King Of Scooters' since the last 15
years and they aren't exaggerating. Since its launch in 2000, the Scooter has been the top -
selling scooter in India.

India will in the process, take over from Indonesia and Vietnam as Hondas biggest two
-wheeler market over next five years.

As for the bigger goal of 30 % share in its global business, Honda's annual two -
wheeler volumes here would have to be in region of 10 million units annually observes
believe this could become a reality by 2020.

2
1.2 Objectives of the study:

 To find the factors of customer satisfaction towards Honda Scooters.

 To analyze the effectiveness of customer service provided by Honda
Scooters.
 To find the problems faced by customer of Honda Scooters.
 To find satisfaction level of women users in Honda Scooters.

3
1.3 SCOPE OF THE STUDY:

The study focuses on customer satisfaction towards the Honda two wheeler and its
includes to find the socio economic relationship of the respondent with their satisfaction
level, to study the customer's awareness towards the product to know the reason for becoming
an Honda customer, to find the effectiveness of services provided by the dealers, the
problems faced by the customer if any at Honda Scooters and to give the suitable suggestions.

4
1.4 STATEMENT OF THE PROBLEM:

The company also involve in certain risk in the business operation such as liquidity
risk, credit risk, operational risk and market risk. The increasing in cost attributable have
affected the operating expenses rise, aim to gain more revenue in the business operations.

Honda found that its working capital gather from cash generated by business
operations and bank loans. Honda invested in commercial paper, short - term notes, bonds
and securitization of finance receivables.

Honda has exposed three types of credit risk which develop on consumer and dealer
financial receivables and equipment on lesser credit risk on consumer finance receivables in
Honda is affected by the world economic situation such as an increase in unemployment.

This creates huge demand and the majority of them are purchased the vehicle. It
makes trouble some to the government of India to supply sufficient of energy (fuel) resources
(Petrol) to the public and at the same time, the prices of fuel are raising day to day to
compensate with the world market cost. Hence the consumers are ready to exchange the
vehicle which provides minimum fuel consumption and give more mileage.

5
1.5 RESEARCH METHODOLOGY:

Research is an original contribution to the existing stock of knowledge. It is the

pursuit of truth with the help of study observation, comparison and experiments. The search
for knowledge through objectives and systematic method of finding solution to a problem is
research

RESEARCH DESIGN:

Descriptive research design was used in this project. It embraces a large portion of
Marketing Research. The purpose is to provide an accurate snapshot of some aspects of the
marketing environment.

SAMPLE SIZE:

A simple size refers to the number of items to be selected from the population to
constitute a sample 200 respondents were selected as samples for survey.

SAMPLING TECHNIQUE:

The researcher has used non probability convenience sampling. This is based on the
convenience of the researcher and data was collected from the respondents from Perundurai
who own Honda scooters and her satisfaction of customers.

NATURE OF DATA:

While deciding about the method of data collection to be used for the study , the
researcher kept in mind for two types of data, i.e., primary data and secondary data.

The primary data are those which are collected as fresh and for first time and thus
happen to be original in character. Primary data were collected directly from the respondent.
The secondary data from the other hand are those which have already been collected from
someone else and which have been passed through the statistical process. Secondary data are
collected from various sources like pamphlets, book and journals etc.., In this study the
researcher had used both types of data collection method.

6
TOOLS FOR DATA COLLECTION:

Major tools used for collecting primary data include Questionnaires, interviews,
schedules and observation method. In this research the researcher had used questionnaire
method for collecting primary data and observation method. Secondary data is collected from
the internet, books ,magazines etc.

DATA ANALYSIS:

The data collected through the questionnaire as analyzed using Simple

Percentage method and Weighted Average.

PERCENTAGE ANALYSIS:

The statistical tool used in this study is Percentage Analysis. This is the
simplest way to analyses different types of data. In this method we found out the percentage
rate of each data with respect to total. Using this percentage rate we analyses data.

ℎ𝑁𝑜 𝑜𝑓 𝑟𝑒𝑠𝑝𝑜𝑛𝑑𝑒𝑛𝑡𝑠
Percentage of Respondents= *100
𝑇𝑜𝑡𝑎𝑙 𝑟𝑒𝑠𝑝𝑜𝑛𝑑𝑒𝑛𝑡𝑠

WEIGHTED AVERAGE AND RANKING METHOD:

The ranking analysis is a technique used for ranking of a category of factor

influenced over a particular statement. This analysis was to know the level of opinion of the
respondent over different aspects of opinion and satisfaction level.

𝑇𝑜𝑡𝑎𝑙
Weighted Average = * 100
𝑁𝑜 𝑜𝑓 𝑖𝑡𝑒𝑚𝑠 𝑋 𝑁𝑜 𝑜𝑓 𝑟𝑒𝑠𝑝𝑜𝑛𝑑𝑒𝑛𝑡

7
1.6 LIMITATIONS OF THE STUDY:

 This study is confine to the respondents of Perundurai city only.

Therefore condition derived would be fully valid only for Perundurai
city.
 The scope of the study has to be restricted to primary data, which were
supplied by the respondents.
 There may be personal bias of the respondent, which affects the result of
the study.
 The views and the preference of the people changes from time to time,
hence the result of the project may not be applicable in long run.

8
1.7 CHAPTER SCHEME:

 The First Chapter gives an Introduction of the study.

 The Second Chapter gives an overview about the company.
 The Third Chapter presents the data analysis and interpretation of the
study.
 The Fourth Chapter highlights the summary of key Findings,
Suggestions and Conclusion.

9
 CHAPTER - II

COMPANY PROFILE

COMPANY PROFILE:

Honda Scooter India Pvt, Ltd (HSI), the only Honda in India 2wheller industry is
the 100% subsidiary of Honda Motor Company Ltd, Japan, started its Indian operations at
Manesar in May 2001. Despite being one of the youngest players in the Indian two - wheelers
market, Honda's consistency of providing high quality products and services has won the
hearts of over 46 million happy Indian customers and catapulted HSI to become India's 2nd
largest two - wheeler company today.

The journey started with its first model "Activa"in 2001 which gave a new life to
scooter segment and stays strong India's favorite scooter even 20 years on. And today, Honda
provides pure Joy of riding to customers through its diverse portfolio of two -wheelers going
upto to 1800cc. From the trusted 110cc motorcycle for commuting to an array of scooters
that merge the best of technology with convenience from fun-to-ride dynamic sports models
to iconic global legends for discerning enthusiasts. Honda is led by its challenging spirit to
enrich the lives of its customers with innovative, technology enriched two-wheelers.

Honda Motor Company, the parent company, Shizoka, Japan was found on July
1, 1995. The company has worked to build products ,which stand among the very best in the
world through its constant pursuit of quality ;and the same time, through these products, it
has sought to contribute to the quality of life of people all over the world. Hero Honda began
manufacturing powerboats and outboard motors in 1960. Since then, we have used out engine
and FRP technology as a base to actively expand and diversify our areas of business. Today
our fields of influence extend from the land to the sea and even into the skies as our business
divisions have grown beyond our motorcycles operations to include Marine operations
,power product operations, Automotive engine .

In India, the establishment of the first technical assistance agreement between

the two companies in 1985, Chairman and Managing Director Mr. Rajan Nanda was the
person behind. The plant is located in suburbs of New Delhi. YMC and Escorts Limited have
built a cooperative relationship dedicated to the manufacture and sales of Honda brand
motorcycles in an environment of growing motorcycle demand in the Indian market.

10
HONDA ACTIVA :

The Honda Activa is a motor scooter made by Honda Motorcycle and

Scooter India (HMSI) . It was launched in India in May 1999. Production in Mexico began in
2004. It is a 109\125 cc, 7bhp (5.2 kW) scooter. The vehicle has the option of kick - and self -
start.

Honda began selling a new version of the Activa in the India market on 8
May 2009, with a new 109 cc (6.7 cu in) engine. In April 2014, Honda began an upgraded
model of Activa with a 125 cc (7.6 cu in) engine and rebranded the model as Activa 125.
Currently, both Activa - i and Activa 125 are sold in Indian along with traditional Honda
Activa.

Honda began selling the Activa - i in India, a cheaper and lighter version
of the Activa, in December 2013. It is powered by a110 cc (6.7 cu in) engine. On September
22,2015, Honda announced that they had sold over 1 million Activa’s in five months in the
Indian market, from April to August.

Honda launched their 5th generation of Honda Activa in 2018, and the
sixth - generation Honda Activa 6G have been launched in India with prices starting at Rs
63,912.

New Honda Activa 6G with 109cc engine with BS6 fuel emission
Standard in this new engine the carburetor has been replaced with FIS Technology ( Fuel
Injection System Technology). This engine produces 7.68bhp and 8.79nm of torque.

HONDA DIO :

The Honda Dio is a scooter manufactured by Honda and was

introduced in 1988. It was originally built in Japan, as a 2 - stoke model until 2001. It is now
assembled by Sundiro Honda Motorcycle Co., Ltd. in China.

The original Dio was equipped with the two - stroke 50 cc (3.1 cu in)
AF18E single - cylinder engine with electric start. It is superficially similar to the US -
market Honda "Elite S". The Honda Dio was sold in 17 different models, and used the model
code "AF" with numbers from 18 to 35 eg., AF28, it also has huge aftermarket support there

11
fire, has been widely known in the Asian Scooter scene. The model has a 4-litre (0.88 imp
gal; 1.1 US gal) fuel tank with no reserve.

In 2011, Honda introducing a 110 cc (NSC110) version of the long -

awaited Dio in Japan. It is also manufactured in China. It is also available in Australia and
New Zealand.

The Honda Dio (SCV110) is an Indian 110 cc (6.7 cu in) scooter

manufactured by Honda Motorcycle and Scooter India. It is being built at the plant in
Narsapura, Karnataka. It was introduced in 2001, which is India's best selling Scooter, and
has crossed 30 lakh sales milestone. Aside from the domestic market, the Dio is exported to
Nepal, Bangladesh, Sri Lanka, and Latin Amercia. A rebadged version is sold as the Honda
Lead in the European market.

The 2013 Dio had claimed improvements in fuel efficiency and

combined brakes. In 2017, Honda launched the revamped version of the Dio, complying with
Bharat Standard - IV (BS - IV) Emission regulations, featuring a redesigned speedometer
design, along with the inclusion of an LED headlight. later in 2018, Honda launched the Dio
Deluxe, featuring digital speedometer and power seats, while retaining the look of the 2017
model.

HONDA GRAZIA:

Honda Grazia, touted as the 'advanced urban scooter', was launched

starting from Rs 57,897 (ex-showroom Delhi). Placed higher than the Honda Activa series,
this new offering by Honda Motorcycle and Scooter India will be its next flagship scooter in
India after Honda Activa 125.

Honda Activa has been one of the best sellers for the company. The new
Grazia is based on the same Honda Activa but gets a new design, specially built to attract
youngsters. The popularity of this segment has been on the rise in tier-2 cities since the
launch of the original Activa in 2000.

Honda Grazia bears certain resemblances to its predecessor. For starters,

it runs on the same 124.9 cc fan-cooled, 4-stroke engine that used to drive the Honda Active
125. The engine makes 8.52 bhp of max power and 10.54 Nm of max torque. The engine is

12
coupled with a CVT automatic gearbox. This power-train can take Grazia to top speed of 85
kmph, as per the official spec list.

The Honda Grazia comes with black alloy wheels now - 12-inch in the
front and 10-inch in the rear - with tubeless tyres on both of them. The front wheel comes
with an optional disc brake. Honda Grazia also comes with Combi Brake System (CBS)
which equally distributes the brake force between the front and the rear brake when the lever
for the rear brake is pressed. This allows better handling and stability while riding the
scooter. The front suspension on Honda Grazia is a telescopic pair, whereas the rear
suspension being a spring-loaded hydraulic one.

13
 CHAPTER – III

DATA ANALYSIS AND INTERPRETATIONS

Table 3.1

AGE GROUP OF THE RESPONDENTS

S.NO Age No. Of Percentage(%)

Respondents
1 18-25 45 22
2 26-35 49 25
3 36-45 56 28
4 Above 45 50 25
Total 200 100
Source: Primary Data

INTERPRETATION:

The above table shows that the 28% of the respondents were 36 –
45 years old, 25% of the respondents were above 45 years old, 25% of the
respondents were 26 – 35 years old and 22% of the respondents were 18 – 25
years old.

It is concluded that, 28% of the respondents were within the Age

Group 36 – 45.

14
 CHART 3.1

AGE GROUP OF THE RESPONDENTS

30%

28%
25%
25% 25%

20% 22%
Percwntage

15%

10%

5%

0%
18 - 25 26 - 35 36 - 45 Above 45
Age

15
 TABLE 3.2

MARITIAL STATUS OF THE RESPONDENTS

S.NO Martial status No . of Percentage(%)

Respondents
1 Married 104 52
2 Unmarried 96 48
Total 200 100
Source: Primary Data

INTERPRETATION:

The above table shows that the 52% of the respondents are
married, 48% of the respondents are unmarried.

It is inferred that, 52% of the respondents are married.

16
 CHART 3.2

MARITIAL STATUS OF THE RESPONDENTS

Unmarried
48%
Married
52%

17
 TABLE 3.3

EDUCATIONAL QUALIFICATION OF THE RESPONDENTS

S.NO Qualification No. Of Percentage(%)

Respondents
1 Illiterate 10 5
2 School level 54 27
3 College level 90 45
4 Professional 46 23
Total 200 100
Source: Primary Data

INTERPRETATION:

The above table shows that the 45% of the respondents were
Under College level, 27% of the respondents had completed their School level,
23% of the respondents were Professional and 5% of the respondents were
illiterate.

It is inferred that 45% of the respondents had college level as

their Educational Qualification.

18
 CHART 3.3

EDUCATIONAL QUALIFICATION OF THE

RESPONDENTS
50%
45%
40% 45%
35%
Percentage

30%
25%
27%
20% 23%
15%
10%
5% 5%
0%
Illiterate School level College level Professionals
Education

19
 TABLE 3.4

OCCUPATION OF THE RESPONDENTS

S.NO OCCUPATION NO. OF PERCENTA

RESPONDENTS GE(%)
1 Private employee 41 21
2 Government employee 64 32
3 Self employee 30 15
4 Others 65 32
Total 200 100
Source: Primary Data

INTERPRETATION:

The above table shows that the 21% of the respondents were
indulged in Private employee, 32% of the respondents were Government
employee, 15% of the respondents were Self employee,32% of the respondents
were Others.

It is inferred that 32% of the respondents are doing

Government Employee.

20
 CHART 3.4

OCCUPATION OF THE RESPONDENTS

35% 32%
32%
30%
25% 21%
Percentage

20%
15% 15%
10%
5%
0%
Private
employee Self employee
Government
employee Others

Occupation

21
 TABLE 3.5

MONTHLY INCOME OF THE RESPONDENTS

S.NO Income No. Of Percentage(%)

Respondents
1 Below Rs.25,000 28 14
2 Rs.30,000 - Rs.35,000 90 45
3 Rs.25,000 – Rs.30,000 56 28
4 Above Rs.35,000 26 13
Total 200 100
Source: Primary Data

INTERPRETATION:

The above table shows that the 45% of the respondents were
Earning Rs.30,000 - Rs.35,000 per month, 28% of the respondents were
Earning Rs.25,000 – Rs.30,000 per month, 14% of the respondents were
Earning Below Rs.25,000 per month, 13% of the Respondents were Earning
Above Rs.35,000 per month.

It is inferred that 45% of the respondents are Earning Rs.30,000

- Rs.35,000 Per month.

22
 CHART 3.5

MONTHLY INCOME OF THE RESPONDENTS

13% 14%

Below Rs.25,000
Rs.30,000 - Rs.35,000
28% Rs.30,000 - Rs.35,000
Above Rs.35,000

45%

23
 TABLE 3.6

LOCALITY OF THE RESPONDENTS

S.NO Locality No. Of Percentage(%)

Respondents
1 Rural 80 40
2 Urban 70 35
3 Semi urban 50 25
Total 200 100
Source: Primary Data

INTERPRETATION:

The above table shows that 40% of the respondents were at

Rural locality, 35% of the respondents were at Urban locality, 25% of the
respondents were at Semi urban locality.

It is inferred that 40% of the respondents are at Urban

Locality.

24
 CHART 3.6

LOCALITY OF THE RESPONDENTS

40%
35%
30%
Percentage

25%
20%
15%
10%
5%
0%
Rural Urban Semi Urban
Locality

25
 TABLE 3.7

SOURCE TO KNOW ABOUT HONDA SCOOTER

S.NO Source No. Of Percentage(%)

Respondents
1 Friend 60 30
2 Family 40 20
3 Media 30 15
4 Advertisement 70 35
Total 200 100
Source: Primary Data

INTERPRETATION:

The above table shows that the 35% of the respondents have
source from Advertisement, 30% of the respondents have source from Friend,
20% of the respondents have source from Family, 15% of the respondents have
from Media.

It is inferred that, 35%of the respondents have source from

Advertisement.

26
 CHART 3.7

SOURCE TO KNOW ABOUT HONDA

SCOOTER

30%
35% Friend
Family
Media
Advertisement

20%
15%

27
 TABLE 3.8

MODEL PREFERENCE ON HONDA SCOOTER

S.NO Model No. Of Respondents Percentage(%)

Preference
1 Activa 85 42
2 Dio 65 33
3 Grazia 50 25
Total 200 100
Source: Primary Data

INTERPRETATION:

The above table shows that 42% of the respondents prefer

Activa, 33% of the respondents prefer Dio , 25% of the respondents prefer
Grazia.

It is inferred that 42% of the respondents prefer Activa.

28
 CHART 3.8

MODEL PREFERENCE ON HONDA SCOOTER

45%
40% 42%
35%
30% 33%
Percentage

25%
25%
20%
15%
10%
5%
0%
Activa Dio Grazia
Model

29
 TABLE 3.9

OPINION ABOUT HONDA SCOOTER

S.NO Opinion No. Of Respondents Percentage(%)

1 Look and Style 65 33
2 Power 80 40
3 Break 55 27
Total 200 100
Source: Primary Data

INTERPRETATION:

The above table shows that 40% of the respondents have a

good opinion about Power, 33% of the respondents have a average opinion
about Look and Style, 27% of the respondents have a Poor about Break.

It is inferred that 40% of the respondents have a good

opinion about Power.

30
 CHART 3.9

OPINION ABOUT HONDA SCOOTER

40%
35%
30%
Percentage

25%
20%
15%
10%
5%
0%
Look and Style Power Break
Opinion

31
 TABLE 3.10

SATISFACTION ON HONDA SCOOTERS

S.NO Satisfaction No. Of Percentage(%)

Respondents
1 Speed 94 47
2 Comfort 79 39
3 Mileage 27 14
Total 200 100
Source: Primary Data

INTERPRETATION:

The above table shows that 47% of the respondents had

satisfaction on Speed, 39% of the respondents had satisfaction on Comfort, 14%
of the respondents had satisfaction on Mileage.

It is interred that,47% of the respondents had satisfaction on

Speed.

32
 CHART 3.10

SATISFACTION ON HONDA SCOOTERS

Speed Comfort Mileage

14%

47%

39%

33
 TABLE 3.11

MILEAGE IN HONDA SCOOTERS

S.NO Mileage No. Of Percentage(%)

Respondents
1 Activa 70 35
2 Dio 55 27
3 Grazia 75 38
Total 200 100
Source: Primary Data

INTERPRETATION:

The above table shows that 38% of the respondents had

Mileage in Grazia Honda Scooter, 35% of the respondents had Mileage in
Activa Honda Scooter, 27% of the respondents Mileage in Dio Honda Scooter.

It is interred that,47% of the respondents had Mileage in

Grazia Honda Scooter.

34
 CHART 3.11

MILEAGE IN HONDA SCOOTERS

80% 75%

70%

60%

50%
percentage

40% 35%

30% 27%

20%

10%

0%
Activa Dio Grazia
Mileage

35
 TABLE 3.12

SERVICE IN HONDA SCOOTERS

S.NO Service No. Of Percentage(%)

Respondents
1 Excellent 69 35
2 Very good 94 47
3 Good 32 16
4 Poor 5 2
Total 200 100
Source: Primary Data

INTERPRETATION:

The above table shows that 47% of the respondents felt

Very good in Honda Service, 35% of the respondents felt Excellent in Honda
Service, 16% of the respondents felt Good in Honda Service, 2% of the
respondents felt Poor in Honda Service.

It is inferred that 47% of the respondents felt Very good in

Honda Service.

36
 CHART 3.12

SERVICE IN HONDA SCOOTERS

50% 47%
35%
40%
Percentage

30%
20%
16%
10%
0%
2%
Excellent
Very good
Good
Poor
Service

37
 TABLE 3.13

SATISFACTION ON MILEAGE IN HONDA SCOOTER

S.NO Satisfaction No. Of Percentage(%)

Respondents
1 Excellent 84 42
2 Good 69 35
3 Average 47 23
Total 200 100
Source: Primary Data

INTERPRETATION:

The above table shows that 42% of the respondents felt

Excellent in Mileage, 35% of the respondents felt Good in Mileage, 23% of the
respondents felt Average in Mileage.

It is inferred that 47% of the respondents felt Excellent in

Mileage.

38
 CHART 3.13

SATISFACTION ON MILEAGE IN HONDA

SCOOTER

50%

40%
Percentage

30%

20%

10%

0%
Excellant Good Average
Mileage

39
 TABLE 3.14

COLOR OF HONDA SCOOTERS

S.NO Color No. Of Percentage(%)

Respondents
1 White 75 38
2 Blue 40 20
3 Black 20 10
4 Grey 65 32
Total 200 100
Source: Primary Data

INTERPRETATION:

The above table shows that 38% of the respondents are using
White color of Honda Scooter, 32% of the respondents are using Grey color of
Honda Scooter, 20% of the respondents are using Blue color of Honda Scooter,
10% of the respondents are using Black color of Honda Scooter.

It is inferred that 38% of the respondents are using White

color of Honda Scooter.

40
 CHART 3.14

COLOR OF HONDA SCOOTERS

70%

60% 65%

50%
Percentage

40%
38%
30%

20%
20%
10%
10%
0%
White Blue Black Grey
Color

41
 TABLE 3.15

PAYMENT METHOD IN HONDA SCOOTER

S.NO Payment Method No. Of Percentage(%)

Respondents
1 Bank loan 85 43
2 Full payment 25 12
3 EMI 90 45
Total 200 100
Source: Primary Data

INTERPRETATION:

The above table shows that 45% of the respondents have EMI
in payment method,43% of the respondents have Bank loan in payment
method,12% of the respondents have Full payment in Payment method.

It is inferred that 45% of the respondents have EMI in

payment method.

42
 CHART 3.15

PAYMENT METHOD IN HONDA

SCOOTER
60%
40%
20%
0%

Bank loan
Full payment
EMI

Bank loan Full payment EMI

PAYMENT METHOD IN
43% 12% 45%
HONDA SCOOTER

43
 TABLE 3.16

LOCK SPECIALITY OF HONDA SCOOTERS

S.NO Lock Speciality No. Of Percentage(%)

Respondents
1 Excellent 40 20
2 Very Good 90 45
3 Good 60 30
4 Poor 10 5
Total 200 100
Source: Primary Data

INTERPRETATION:

The above table shows that 45% of the respondents had Very
good about Lock Speciality, 30% of the respondents had Good about Lock
Speciality, 20% of the respondents had Excellent about Lock Speciality, 5% of
the respondents had Poor about Lock Speciality.

It is inferred that 45% of the respondents had very good about

Lock Speciality.

44
 CHART 3.16

LOCK SPECIALITY OF HONDA SCOOTERS

45%
40%
35%
30%
Percentage

25%
20%
15%
10%
5%
0%
Excellent Very good Good Poor
Lock Speciality

45
 TABLE 3.17

AFTER SALE SERVICE OF HONDA SCOOTERS

S.NO After Sale Service No. Of Percentage(%)

Respondents
1 Excellent 85 43
2 Very Good 55 27
3 Good 40 20
4 Poor 20 10
Total 200 100
Source: Primary Data

INTERPRETATION:

The above table shows that 43% of the respondents had

Excellent in after sale service, 27% of the respondents Very good in after sale
service, 20% of the respondents had Good in after sale service, 10% of the
respondents had Poor in after sale service.

It is inferred that 43% of the respondents Excellent in after sale

service.

46
 CHART 3.17

AFTER SALE SERVICE OF HONDA

SCOOTERS
50%
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
Excellent Very good Good Poor
AFTER SALE SERVICE OF
43% 27% 20% 10%
HONDA SCOOTERS

47
 TABLE 3.18

BEST FEATURES IN HONDA SCOOTER

S.NO Features Score Rank

1 Design 870 IV
2 Riding Comfort 920 I
3 Pickup 888 III
4 Power 901 II
5 Weightless 840 V
Source: Primary Data

INTERPRETATION:

From the above table, shows the best features in Honda

Scooter in which Riding comfort was ranked as the 1st Features with the score
of 920, Power was ranked as the 2nd Features with the score of 901, Pickup was
ranked as the 3rd Features with the score of 888, Design was ranked as the 4th
Features with the score of 870, Weightless was ranked as the 5th Features with
the score of 840.

48
 CHART 3.18

BEST FEATURES IN HONDA SCOOTER

940

920

900

880

860

840

820

800
Design Riding comfort Pickup Power Weightless

49
 TABLE 3.19

TWO WAY TABLE ANALYSIS OF AGE GROUP AND

PREFERENCE OF MODEL

Preference Activa Dio Grazia Total Percentage(%)

Age
18 – 25 15 10 20 45 22
26 -35 20 19 10 49 25
36-45 26 20 10 56 28
Above 45 25 15 10 50 25
Total 85 65 50 200 -
Percentage 42 33 25 - 100
Source: Primary Data

INTERPRETATION:

(Age) From the above table shows that 28% of the respondents
are belong to 36 -45 years category, 25% of the respondents are two age people
26 -35 years & Above 45 years category, 22% of the respondents are belong to
18 – 25 category.

(Preference) From the above table shows that 42% of the

respondents have Activa, 33%of the respondents have Dio, 25 % of the
respondents have Grazia.

50
 CHART 3.19

TWO WAY TABLE ANALYSIS OF

AGE GROUP AND PREFERENCE OF MODEL

30
25
20
15
10
5
0
18 - 25 26 - 35 36 - 45 Above 45
Activa 15 20 26 25
Dio 10 19 20 15
Grazia 20 10 10 10

51
 TABLE 3.20

TWO WAY TABLE ANALYSIS OF EDUCATIONAND

SOURCE OF HONDA SCOOTER

Source Friend Family Media Advertis Total Percentage(%)

ement
Education
Illiterate 4 1 3 2 10 5
School level 10 9 17 18 54 27
College level 26 20 6 38 90 45
Professionals 20 10 4 12 46 23
Total 60 40 30 70 200 -
Percentage 30 20 15 35 - 100
Source: Primary Data

INTERPRETATION:

(Education) From the above table shows that 45% of the

respondents were at College level, 27% of the respondents were at School level,
23% of the respondents were at Professionals, 5% of the respondents were at
Illiterate.

(Source) From the above table shows that 35% of the

respondents have source from Advertisement , 30% of the respondents have
source from Friend, 20% of the respondents have source from Family, 15% of
the respondents have source from Media.

52
 CHART 3.20

TWO WAY TABLE ANALYSIS OF

EDUCATION AND SOURCE OF HONDA
SCOOTER
40
35
30
25
Source

20 Friend
15 Family
10 Media
5 Advertisement
0
Illiterate School level College level Professionals
Education

53
 TABLE 3.21

TWO WAY TABLE ANALYSIS OF LOCALITYAND

OPINION

Opinion Look & Power Break Total Percentage(%)

Style
Locality
Rural 35 30 15 80 40
Urban 10 40 20 70 35
Semi urban 20 10 20 50 25
Total 65 80 55 200 -
Percentage 33 40 27 - 100
Source: Primary Data

INTERPRETATION:

(Locality) From the above table show that 40% of the

respondents were at Rural locality, 35% of the respondents were at Urban
locality, 25% of the respondents were at Semi urban locality.

(Opinion) From the above table 40% of the respondents had

good opinion in power, 33% of the respondents had average opinion in Look &
Style, 27% of the respondents had poor opinion in Break.

54
 CHART 3.21

TWO WAY TABLE ANALYSIS OF

LOCALITY AND OPINION
45
40
35
30
Opinion

25
Look & style
20
Power
15
10 Break

5
0
Rural Urban Semi urban
Locality

55
 TABLE 3.22

TWO WAY TABLE ANALYSIS OF MONTHLY INCOME AND

SATISFACTION OF HONDA SERVICE

Satisfaction Excelle Very Good Poor Total Percentage(%)

nt good
Monthly income
Below 25,000 10 12 5 1 28 14
25,000 – 50 24 15 1 90 45
30,000
30,000 – 3 41 10 2 56 28
35,000
Above 35,000 6 17 2 1 26 13
Total 69 94 32 5 200 -
Percentage 34 47 16 3 - 100
Source: Primary Data

INTERPRETATION:

(Monthly Income) From the above table show that 45% of the
respondents were earning 25,000 – 30,000 per month, 28% of the respondents
were earning 30,000 –35,000 per month , 14% of the respondents were earning
Below 25,000 per month, 13% of the respondents were earning Above 35,000
per month.

(Satisfaction) From the above table show that 47% of the

respondents felt Very good in Honda Service, 34% of the respondents felt
Excellent in Honda Service, 16% of the respondents felt Good in Honda
Service, 3% of the respondents felt Poor in Honda Service.
56
 CHART 3.22

TWO WAY TABLE ANALYSIS OF MONTHLY

INCOME AND SATISFACTION OF HONDA
SERVICE
50
40
Satisfaction

30 Excellent
20 Very good
10 Good
0 Poor
Below 25,000 25,000 -30,000 30,000 - Above 35,000
35,000
Monthly Income

57
 TABLE 3.23

TWO WAY TABLE ANALYSIS OF OCCUPATIONAND

SATISFACTION ON MILEAGE OF HONDA SERVICE

Mileage Excelle Good Average Total Percentage(%)

nt
Occupation
Private 15 15 11 41 21
employee
Government 28 20 16 64 32
employee
Self employee 11 9 10 30 15
Others 30 25 10 65 32
Total 84 69 47 200 -
Percentage 42 34 24 - 100
Source: Primary Data

INTERPRETATION:

(Occupation) From the above table shows that the 32% of the
respondents were indulged in Government employee & Others, 21% of the
respondents were Private employee, 15% of the respondents were Self
employee.

(Mileage) From the above table shows that 42% of the

respondents felt Excellent in Mileage, 34% of the respondents felt Good in
Mileage, 24% of the respondents felt Average in Mileage.

58
 CHART 3.23

TWO WAY TABLE ANALYSIS OF

OCCUPATIONAND SATISFACTION ON
MILEAGE OF HONDA SERVICE
35
30
25
Mileage

20
15 Excellent
10 Good
5 Average
0
Private employee Government Self employee Others
employee
Occupation

59
 TABLE 3.24

TWO WAY TABLE ANALYSIS OF MONTHLY INCOME AND

PAYMENT METHOD OF HONDA SCOOTY

Payment Bank Full EMI Total Percentage(%)

method loan payment

Monthly
Income
Below 25,000 10 8 10 28 14
25,000 - 30000 33 12 45 90 45
30,000 – 35,000 39 2 15 56 28
Above 35,000 3 3 20 26 13
Total 85 25 90 200 -
Percentage 42 13 45 - 100
Source: Primary Data

INTERPRETATION:

(Monthly Income) From the above table show that 45% of the
respondents were earning 25,000 – 30,000 per month, 28% of the respondents
were earning 30,000 –35,000 per month , 14% of the respondents were earning
Below 25,000 per month, 13% of the respondents were earning Above 35,000
per month.

(Payment method) From the above table shows that 45% of

the respondents have EMI in payment method, 42% of the respondents have
Bank loan in payment method, 13% of the respondents have Full payment in
Payment method.

60
 CHART 3.24

TWO WAY TABLE ANALYSIS OF MONTHLY

INCOME AND PAYMENT METHOD OF HONDA
SCOOTY
50

40
Payment method

30
Bank loan
20
Full payment
10 EMI

0
Below 25,000 25,000 - 30000 30,000 – 35,000 Above 35,000
Monthly income

61
 TABLE 3.25

TWO WAY TABLE ANALYSIS OF AGE GROUP AND

COLOR OF HONDA SCOOTY

Color White Black Blue Grey Total Percentage(%)

Age
18 – 25 20 10 2 13 45 23
26 -35 25 10 3 11 49 24
36-45 25 5 5 21 56 28
Above 45 5 15 10 20 50 25
Total 75 40 20 65 200 -
Percentage 37 20 10 33 - 100
Source: Primary Data

INTERPRETATION:

(Age) From the above table shows that 28% of the

respondents are belong to 36 -45 years category, 25% of the respondents are
belong to Above 45 years category,23% of the respondents are belong to 18- 25
years category, 22% of the respondents are belong to 18 – 25 category.

(Color)From the above table shows that 37% of the

respondents are using White color of Honda Scooter, 33% of the respondents
are using Grey color of Honda Scooter, 20% of the respondents are using Black
color of Honda Scooter, 10% of the respondents are using Blue color of Honda
Scooter.

62
 CHART 3.25

TWO WAY TABLE ANALYSIS OF AGE GROUP

AND COLOR OF HONDA SCOOTY
25

20

15 White
Color

Black
10
Blue
5 Grey

0
18 – 25 26 -35 36-45 Above 45
Age

63
 TABLE 3.26

TWO WAY TABLE ANALYSIS OF LOCALITY AND

MILEAGE

Mileage Activa Dio Grazia Total Percentage(%)

Locality
Rural 45 25 10 80 40
Urban 10 10 50 70 35
Semi urban 15 20 15 50 25
Total 70 55 75 200 -
Percentage 35 28 37 - 100
Source: Primary Data

INTERPRETATION:

(Locality) From the above table show that 40% of the

respondents were at Rural locality, 35% of the respondents were at Urban
locality, 25% of the respondents were at Semi urban locality.

(Mileage) From the above table shows that 37% of the

respondents had Mileage in Grazia Honda Scooter, 35% of the respondents had
Mileage in Activa Honda Scooter, 28% of the respondents Mileage in Dio
Honda Scooter.

64
 CHART 3.26

TWO WAY TABLE ANALYSIS OF LOCALITY AND

MILEAGE
60

50

40
Mileage

30 Activa
Dio
20
Grazia
10

0
Rural Urban Semi Urban
Locality

65
 CHAPTER-IV

FINDINGS, SUGGESTIONS AND CONCLUSION

FINDINGS:

 28% of the respondents were within the Age Group 36 – 45.

 52% of the respondents are Married.
 45% of the respondents had College Level as their Educational
Qualification.
 32% of the respondents are doing Government Employee.
 45% of the respondents are Earning Rs. 30,000 – Rs. 35,000 per
month.
 40% of the respondents were at Rural Locality.
 35% of the respondents have Source from Advertisement.
 42% of the respondents Prefer Activa Model Scooter.
 40% of the respondents have a good Opinion about Power.
 47% of the respondents had Satisfaction on Speed.
 38% of the respondents had Mileage in Grazia Honda Scooter.
 47% of the respondents felt Very Good in Honda Service.
 42% of the respondents felt Excellent in Mileage.
 38% of the respondents are using White color of Honda Scooter.
 45% of the respondents have EMI in Payment Method.
 45% of the respondents had Very Good about Lock Speciality.
 43% of the respondents had Excellent in after Sale Service.

RANKING ANALYSIS :

 Riding Comfort was Ranked as the First Best Features in Honda

Scooter with the score of 920.

66
SUGGESTIONS:

 It is found in the research that engine power is one of the main

concerns of the customer.
 It is suggested to increase the engine power so as to increase the
satisfaction of the customer.
 It is suggested to improve the mileage of the vehicle for
increasing the satisfaction level of the users.
 It is suggested to reduce weight of the vehicle so as to give safety
and make convenience to women customer.
 Suspension of the vehicle can be improved by providing shake
absorbers at the front as well as rear. Normally the seats are made
narrow at the front and rear and broader at the centre.
 The broader portion of the seats causes discomfort, so the centre
portion of the seat can be slightly reduced in breadth.
 Most of the highways are in dilapidated condition. Potholes are
seen everywhere.
 Hence in order to have a safe and comfortable journey shake
absorber should be in a strong and fine condition.
 It is found in the research that facility for charging a cell phone in
some vehicles can be provided to help the riders.
 It is suggested that the level of the ground clearance can be

increased in mostly two wheelers.

67
Conclusion:

 Customer’s expectation and satisfaction are fulfilling by supplying them

superior quality product at reasonable price.
 Customer preference to a large extend depends on the brand. Customers
are annoyed of the mileage, resale value, easier to operate greater
mobility, cheap spares and loan on instalment facilities.
 Keeping pace with the increasing demand two wheelers companies are
factoring in the preferences and special needs of women while fine tuning
their marketing strategies.
 All companies will duly satisfy the customer, by offering high quality

products and services, which are new and traditional technologies as well
as creativity and artistry and continue to be a known, trusted on love
brand.

68