“COMPARITIVE STUDY OF CUSTOMER SATISFACTION

TOWARDS PERFORMANCE OF HERO TVS AND BAJAJ ”

PROJECT REPORT
Submitted to Punjab University, Chandigarh

In partial fulfilment for the degree of

Bachelor of Business Administration

(2018-2021)

Submitted To: Submitted By :

Mr. Sanjay Gupta Pulkit Jain

Assistant Professor 18045853

SRI AUROBINDO COLLEGE OF COMMERCE AND MANAGEMENT,

LUDHIANA

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 DECLARATION

I, PULKIT JAIN , a Student of BBA 2018-21 Batch, at Sri Aurobindo College of

Commerce and Management, Ludhiana hereby declare that the project on the
topic “COMPARITIVE STUDY OF CUSTOMER SATISFACTION
TOWARDS PERFORMANCE OF HERO TVS AND BAJAJ ” is my original
work and that it has not previously formed the basis for the award of any other
Degree, Diploma, Fellowship or other similar titles. It has been done under the able
guidance of Mr. Sanjay Gupta.

Pulkit Jain

Pupin No: 18045853

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 CERTIFICATE OF APPROVAL

This is to certify that the project work entitled “COMPARITIVE STUDY OF

CUSTOMER SATISFACTION TOWARDS PERFORMANCE OF HERO
TVS AND BAJAJ ” is a bona-fide work carried out by Pulkit Jain in partial
fulfilment for the degree of Bachelor of Business Administration at Sri Aurobindo
College of Commerce and Management, Ludhiana affiliated to Panjab University,
Chandigarh. The project report is approved here with.

Mr. Sanjay Gupta

Assistant Professor

SACCM, Ludhiana

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 ACKNOWLEDGEMENT

At the outset I bow my head before the ‘Almighty’ for the immense blessings
showered on me to carry out this project work successfully. Also, I must express
my deepest gratitude to all people along the way. No words can adequately express
my sense of gratitude; still I express my heartfelt thanks through words.

I express my deep sense of gratitude to my research supervisor Mr. Sanjay Gupta,

Assistant Professor, Sri Aurobindo College Of Commerce And Management for
her in valuable guidance for the right blend of flexibility and support, for
meticulous reading of the text, honest criticism and helpful feedback and for
always believing in me and encouraging me to set higher goals.

My sincere thanks to Dr. Ajay Sharma, Principal, Sri Aurobindo College Of

Commerce And Management for providing all necessary assistance during the
course of my research. I express my deep sense of gratitude to my loving and
supportive family. And a special word of thanks to all of my friends for their
guidance and support

Pulkit Jain

Mr. Sanjay Gupta

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 TABLE OF CONTENTS

- Declaration
- Certificate of Supervisor
- Acknowledgment
Page no.

Chapter 1 INTRODUCTION 6

Chapter 2 REVIEW OF LITERATURE 34

Chapter 3 RESEARCH METHODOLOGY 38

Chapter 4 DATA ANALYSIS AND INTERPRETATION 41

Chapter 5 FINDINGS AND CONCLUSION 59

BIBLIOGRAPHY

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 CHAPTER 1
INTRODUCTION

CONSUMER SATISFACTION

Customer satisfaction is defined as a measurement that determines how

happy customers are with a company’s products, services, and
capabilities. Customer satisfaction information, including surveys and
ratings, can help a company determine how to best improve or changes
its products and services.
An organization’s main focus must be to satisfy its customers. This
applies to industrial firms, retail and wholesale businesses, government
bodies, service companies, nonprofit organizations, and every subgroup
within an organization.

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WHAT DOES IT TAKE TO SATISFY THE CUSTOMER

Organizations should not assume they know what the customer wants.
Instead, it is important to understand the voice of the customer, using
tools such as customer surveys, focus groups, and polling. Using these
tools, organizations can gain detailed insights as to what their
customers want and better tailor their services or products to meet or
exceed customer expectations.

High-standard customer service can win your clients’ hearts and make you
recognisable within your target group. Nowadays when social media play such an
important role in making decisions it’s crucial to keep an eye on the quality of
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customer service you provide. If you don’t care about customers’ satisfaction, don’t
expect them to care about your services or products.

Why Customer Satisfaction is Important

#1. A Loyal Customer is a treasure you should keep and hide from the world
Some research says that it is 6-7 times more expensive to acquire a new customer
than it is to keep a current one. On average, loyal customers are worth up to 10
times as much as their first purchase.
Banks or mobile providers know it best, so they don’t have any problem with going
the extra mile for a customer who is not quite satisfied and often offer him
something special. Not only it is more expensive but also much more difficult to
keep existing and loyal clients (let alone keeping them fully satisfied and happy!)
than to gain some new ones.
#2. They can stop being your clients in a heartbeat
Is not rocket science, nowadays clients easily switch their love brands. It is often
caused by terrible customer service. Clients waiting for ages to get feedback or
comment from a brand? Unacceptable! But it still happens. And gaining clients’
trust takes up to 12 positive experiences to make up for one unresolved negative
experience.
“When customers share their story, they’re not just sharing pain points. They’re
actually teaching you how to make your product, service, and business better. Your
customer service organization should be designed to effectively communicate those
issues.”
#3. It’s (all) about the money, too
It shouldn’t be surprising, but customer satisfaction is also reflected in your
revenue. Customers’ opinion and feelings about the brand can affect, in both

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positive and negative way, the essential metrics – such as the number of mentions
and repeated transactions, and also customer lifetime value or customer churn.
Happy customers won’t look at your competitor’s offers – they will happily interact
with your brand again, make a purchase and recommend the product further. If you
meet all of their requirements and answer their needs while delivering the best
quality of your services, they will be fully satisfied.
Not to mention your brand will increase sales revenue!
Measuring customer satisfaction should become your daily habit – not something
you do from time to time and only if you’re about to face crisis management. If you
don’t know how to do it right, you can take a look at our guide to measuring
customer satisfaction to make things easier.
#4. Customer satisfaction is a factor that helps you stand out of the
competition
Kate Zabriskie once said that:
“Although your customers won’t love you if you give bad service, your
competitors will.” and we couldn’t agree more.
Your competitive rivals are just waiting for you to make a wrong move. What is
more, they can often play the role of an instigator. Being prepared for their
provocations is not enough if you don’t know how to deal with the negative
backlash.
#5. Great customer experience can take your brand places
The importance of customer experience should never be neglected. You should
consider it especially while planning your marketing and positioning campaigns.
Satisfied customers are more likely to share your content across social media.
They will also more keenly interact with your posts, leaving some delightful and
admirable comments. Later you can use it as the source for case studies and success

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stories. Being an example of a company that provides a ravishing customer
satisfaction? Every brand should aim for it.

CONSUMER BEHAVIOUR

Getting concept start with consumer needs. The real problem is to learn what
consumers take into consideration when he choose a particular brand. Such a study
is known as consumer behaviour. The consumer is the focus of every marketing
efforts. Consumer behaviour is highly dynamic process, it requires the marketers to
study, interpret the ever changing consumer behaviour for the purpose making
sound decisions in the field of marketing mix. It is consumer perception, attitude,
approach and behaviour which can run or ruin the marketing of a product.
Behaviour is the study of people and the products that helps to shape their
identities, there is diversity among consumers and at the same time there is
tremendous diversity among the marketers.

There are traditional retailers as well as mass merchandisers and big shopping
malls. Some consumer prefer to shop after large selection of merchandise and low
price, while other prefer to stores where they can get high quantity of service and
products and to which they are willing to pay a premium to save time.

As a consumer we use on regular basis food, clothing, shelter, transportation,

education, dishes, luxuries, vacations, and services, which play a vital role with
health and reputation of the economy which maybe local, national and
international. Decision that we make concerning a consumption behaviour affect
the different types of aunts, like the demand of raw materials, transportation

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production banking, insurance and employment opportunities. So consumer
behaviour is and integrate but of all types of business activities in the society
directly or individually.

Consumer behaviour is the study of how individuals make decisions to spend their
available reserves time, money and effort while doing purchases.

The concept of consumer behaviour can be defined as:

“Consumer behaviour refers to the action and decision processes of people who
purchase goods and services for personnel consumption.” — James. F. Engel

“Consumer behaviour is the process whereby individual decides, what, where,

when, how and from where to purchase goods and services.” —Prof. C. G.
Walter

“Consumer behaviour refers to the mental and emotional processes and the
physical activities of people who purchase and use goods and services to satisfy
particular needs.” —
Bearden

“Consumer behaviour is the decision process and physical activity, which

individuals engage in when evaluating, acquiring, using or disposing of goods and
services”.
— Lauden & Bitta
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Consumer Perception

Consumer perception is defined as a process by which consumers sense a

marketing stimulus, and organise, interpret, and provide meaning to it. The
marketing stimuli may be anything related to the product and/or brand, and any of
the elements of the marketing mix.

Consumer perception is defined as a process by which consumers sense a

marketing stimulus, and organise, interpret, and provide meaning to it. The
marketing stimuli may be anything related to the product and/or brand, and any of
the elements of the marketing mix. We can classify the marketing stimuli into two
types, namely primary or intrinsic and secondary or extrinsic.
The primary or intrinsic stimuli comprise the product and its components, namely
brand name, label, package, contents, and physical properties.
The secondary or extrinsic stimuli comprise the form in which the good or service
offering is represented through words, visuals, graphics, and the symbolism, or
through other cues such as price, outlet, salespeople, or marketing communication.

Definition:

The term ‘perception’ can be defined as the ability to derive meaning. In the
context of marketing, it refers to the manner in which a consumer gives meaning to
the marketing stimuli. The manner in which a consumer perceives the marketing
stimuli (i.e., any or all of the elements of the marketing mix) has a bearing on his
entire buying decision process, right from problem recognition or identification of
a need to post-purchase behaviour, and affects his overall behaviour. The marketing
stimuli could pertain to any and all of the elements of the marketing mix.

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The perceptual process comprises three components, namely the perceiver, the
target (stimulus), and the situation. The perceptual mechanism depicts a complex
and dynamic interplay of three processes, namely selection, organisation, and
interpretation. Perceptual selection is the process by which people select a
particular stimulus or a small portion of the stimuli to attend to, while screening out
the rest.

Perceptual organization is a cognitive process, which is responsible for organising

the stimuli and the surrounding cues, to develop a ‘whole picture’, according to
one’s physiological, sociocultural, and psychographic backgrounds, so as to give
some meaning to it. Perceptual interpretation involves extracting meaning out of
the ‘whole picture’. As processes, both perceptual organization and interpretation
are intertwined as both have to do with deriving sense and assigning meaning to the
stimulus to which a person has been exposed.

Because the characteristics of each of the components, perceiver, stimulus, and

situation, are different, the perceptual mechanism is impacted variedly. People
perceive things differently because of the perceptual mechanism that differs
between people. Perception is unique to each person, and this makes perception a
subjective process.

Indian Two-Wheeler Industry:

India has the largest number of two wheelers in the world with 41.6 million
vehicles. India has a mix of 30 percent automobiles and 70 percent two wheelers in
the country. India was the second largest two wheeler manufacturer in the world
starting in the 1950’s with the birth of Automobile Products of India (API) that

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manufactured scooters. API manufactured the Lambrettas but, another company,
Bajaj Auto Ltd. surpassed API and remained through the turn of the century from
its association with Piaggio of Italy (manufacturer of Vespa).
The license raj that existed between the1940s to1980s in India, did not allow
foreign companies to enter the market and imports were tightly controlled. This
regulatory maze, before the economic liberalisation, made business easier for local
players to have a seller’s market. Customers in India were forced to wait 12 years
to buy a scooter from Bajaj. The CEO of Bajaj commented that he did not need a
marketing department, only a dispatch department. By the year 1990, Bajaj had a
waiting list that was twenty-six times its annual output for scooters.
The motorcycle segment had the same long wait times with three manufacturers;
Royal Enfield, Ideal Jawa, and Escorts. Royal Enfield made a 350cc Bullet with the
only four-stroke engine at that time and took the higher end of the market but, there
was little competition for their customers. Ideal Jawa and Escorts took the middle
and lower end of the market respectively.
In the mid-1980s, the Indian government regulations changed and permitted
foreign companies to enter the Indian market through minority joint ventures. The
two-wheeler market changed with four Indo-Japanese joint ventures: Hero Honda,
TVS Suzuki, Bajaj Kawasaki and Kinetic Honda. The entry of these foreign
companies changed the Indian market dynamics from the supply side to the
demand side. With a larger selection of two-wheelers on the Indian market,
consumers started to gain influence over the products they bought and raised higher
customer expectations. The industry produced more models, styling options, prices,
and different fuel efficiencies. The foreign companies new technologies helped
make the products more reliable and with better quality. Indian companies had to
change to keep up with their global counterparts.

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BAJAJ AUTO HISTORY

Bajaj Auto limited is one of the largest two wheeler manufacturing company in
India apart from producing two wheelers they also manufacture three wheelers. The
company had started way back in 1945. Initially it used to import the two wheelers
from outside, but from 1959 it started manufacturing of two wheelers in the
country. By the year 1970 Bajaj Auto had rolled out their 100,000th vehicle. Bajaj
scooters and motor cycles have become an integral part of the Indian milieu and
over the years have come to represent the aspirations of modern India. Bajaj Auto
also has a technical tie up with Kawasaki heavy industries of Japan to produce the
latest motorcycles in India which are of world class quality The Bajaj Kawasaki
eliminator has emerged straight out of the drawing board of Kawasaki heavy
industries. The core brand values of Bajaj Auto limited includes Learning,
Innovation, Perfection, Speed and Transparency.
Bajaj Auto has three manufacturing units in the country at Akurdi , Waluj and
Chakan in Maharashtra, western India, which produced 2,314,787 vehicles in
200506. The sales are backed by a network of after sales service and maintenance
work shops all over the country.
Bajaj Auto has products which cater to every segment of the Indian two wheeler
market Bajaj CT 100 Dlx offers a great value for money at the entry level.
Similarly Bajaj Discover 125 offers the consumer a great performance without
making a big hole in the pocket.

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Bajaj Autos Ltd.

Bajaj Auto is a major Indian automobile manufacturer. It is India's largest and the
world's 4th largest two- and three-wheeler maker. It is based in Pune, Maharashtra,
with plants in Waluj near Aurangabad, Akurdi and Chakan, near Pune. Bajaj Auto
makes motorscooters, motorcycles and the auto rickshaw.

COMPANY'S HISTORY.
Bajaj Auto came into existence on November 29, 1945 as M/s Bachraj Trading
Corporation Private Limited. It started off by selling imported two- and three
wheelers in India. In 1959, it obtained license from the Government of India to
manufacture two- and three-wheelers and it went public in 1960. In 1970, it rolled
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out its 100,000th vehicle. In 1977, it managed to produce and sell 100,000 vehicles
in a single financial year. In 1985, it started producing at Waluj in Aurangabad. In
1986, it managed to produce and sell 500,000 vehicles in a single financial year. In
1995, it rolled out its ten millionth vehicle and produced and sold 1 million
vehicles in a year.

Timeline of new releases

• 1971 - three-wheeler goods carrier
• 1972 - Bajaj Chetak
• 1976 - Bajaj Super
• 1977 - Rear engine Autorickshaw
• 1981 - Bajaj M-50
• 1986 - Bajaj M-80, Kawasaki Bajaj KB100
• 1990 - Bajaj Sunny
• 1994 - Bajaj Classic
• 1995 - Bajaj Super Excel
• 1997 - Kawasaki Bajaj Boxer ,
• Rear Engine Diesel Autorickshaw
• 1998 - Kawasaki Bajaj Caliber , Legend(India's first four-stroke scooter)
• 2000 - Bajaj Saffire
• 2001 - Eliminator, Pulsar
• 2003 - Caliber115, Bajaj Wind 125, Bajaj Pulsar
• 2004 - Bajaj CT 100, New Bajaj Chetak 4-stroke with Wonder Gear, Bajaj
Discover DTS-i
• 2005 - Bajaj Wave, Bajaj Avenger, Bajaj Discover
• 2006 - Bajaj Platina
• 2007 - Bajaj Pulsar-200

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Scooters
• Bajaj Sunny
• Bajaj Chetak
• Bajaj Cub
• Bajaj Super
• Bajaj WavBajaj Legeen d Motorcycles
• Kawasaki Eliminator
• Bajaj Pulsar
• Bajaj Kawasaki Wind 125
• Bajaj Boxer
• Bajaj CT 100
• Bajaj Platina
• Bajaj Caliber
• Bajaj Discover
• Bajaj Avenger
• Bajaj Pulsar 220 DTS-Fi

Upcoming Models
• Bajaj Krystal
• Bajaj Blade
• Bajaj Sonic
• Bajaj XCD String

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TVS MOTOR COMPANY

The TVS group was established in 1911 by Shri. T. V. Sundaram Iyengar. As

one of India’s largest industrial entities it epitomizes Trust, Value and Service. It all
began way back in 1984 when Sundaram Clayton Limited (A TVS Group
company) introduced its 50 CC mopeds in the arena of road racing, notching up
unbelievable speeds of 105 kmph. Since then, there has been no looking back for
TVS Motor Company. TVS Racing was established in 1987 with the objective of
improving the performance of its bikes. Over the years it has provided valuable
data, design inputs, development of reliable motorcycle models, excellent vehicle
dynamics & handling etc. The true evidence of it is seen in today's TVS Victor and
TVS Fiero. Today, there are over thirty companies in the TVS Group, employing
more than 40,000 people worldwide and with a turnover in excess of USD 2.2
billion.
With steady growth, expansion and diversification, TVS commands a strong
presence in manufacturing of two-wheelers, auto components and computer
peripherals. We also have vibrant businesses in the distribution of heavy
commercial vehicles passenger cars, finance and insurance.
TVS Motor Company Limited, the flagship company of the USD 2.2 billion TVS
Group, is the third largest two-wheeler manufacturer in India and among the top ten
in the world, with an annual turnover of over USD 650 million.
The year 1980 is one to be remembered for the Indian two-wheeler industry,

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with the roll out of TVS 50, India's first two-seater moped that ushered in an era of
affordable personal transportation. For the Indian Automobile sector, it was a
breakthrough to be etched in history. TVS Motor Company is the first two-wheeler
manufacturer in the world to be honoured with the hallmark of Japanese Quality –
The Deming Prize for Total Quality Management.

MANY FIRSTS TO THE AUTOMOTIVE INDUSTRY IN

TVS has been at the forefront in bringing a revolution in the way personal
commutation was happening, way back in the 1980s. Beginning with launching a
simple, easy-to-use moped for the middle class in India in the 1980s to launching 7
new bikes in a single day (first time in the history of the automotive industry in the
world), TVS has often taken the unbeaten path to innovation.

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TV Sundaram Iyengar and Sons Limited (TVSs) is the holding company for the
TVS Group of companies engaged in the manufacturing of almost all kinds of
automotive components, best two wheelers and a few other industrial products.
They are also into the financial services sector. The turnover of the entire group
was close to $2 billion in 2003.TVS was founded by T. V. Sundaram Iyengar in
1911.

It is the only automotive manufacturer in India to get the prestigious Deming Prize.
One of its subsidiaries Sundaram Clayton was the first company in India to receive

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the Deming allowed by Sundaram Brake Linings also getting the Deming Prize.
This prize is "given to organizations or divisions of organizations that have
achieved distinctive performance improvement through the application of TQM in
a designated year." Sundaram Clayton went on to be awarded the Japan Quality
Medal.

The TVS group of companies is mainly situated in Padi, Tamil Nadu, in the
outskirts of Chennai (formerly Madras).

TVS MOTORS

TVS Motor Company has its origin in SUndaram CLayton Limited, Moped
Division, started in 1980. The factory was started in Hosur, Tamilnadu in southern
India. The first product launched was a 50 cc moped, which appealed to the masses
because of its capability to carry two people. In the same location, the same
promotors started another company in 1984, in collaboration with Suzuki Motor
Corporation of Japan, for the manufacture of 100 cc motorcycles under the brand
name of Ind-Suzuki
Motorcycles. Subsequently in the moped division was bought by Ind Suzuki

Motorcycles in 1987 and the company changed its name to TVS Suzuki Ltd. Even
though the company started producing all kinds of two wheelers like mopeds,
scooters and motorcycles, the collaboration with Suzuki continued for the
motorcycles only. The collaboration with Suzuki Motor Corporation ended in 2001
and since then the name of the company changed to TVS Motor Company. The
company now develops all types of two-wheelers through its own in house R&D
facility and manufactures in three locations in India, Hosur in Tamlnadu, Mysore in
Karnataka and Baddi in Himachal Pradesh. It has recently started a new

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manufacturing plant in Indonesia to cater to the South east Asian market. The
Chairman and Managing Director of the Company is Mr. Venu Srinivasan who is
the grandson of TV Sundaram Iyengar.

TVS Group Companies

• Sundaram Brake Linings

• Sundaram Fastners

• Southern Roadways

• Sundaram Finance

• Sundharams Private Limited

• Brakes India Limited

THE MAJOR PRODUCTS Motorcycles

• TVS Ind Suzuki AX 100

• TVS MAX 100

• TVS MAX R 100

• TVS Supra

• TVS Suzuki Samurai

• TVS Suzuki Shogun

• TVS Suzuki Shaolin

• TVS Suzuki Fiero

• TVS Fiero

• TVS Star

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 • TVS Star City

• TVS Star city deluxe

• TVS Star Sport

• TVS Fiero F2

• TVS Fiero FX

• TVS Centra

• TVS Victor (110 cc)

• TVS Victor GLX (125 cc)

• TVS Victor EDGE (125 cc)

• TVS Flame (125 cc, ccvti technology)

• TVS Apache (150 cc,13.7 Ps @8500rpm)

• TVS Apache RTR 160

• TVS Apache RTR 160 EFI (Electronic Fuel Injection)

• TVS Flame

Scooterettes

• TVS Scooty ES (60 cc)

• TVS Scooty KS (60 cc)

• TVS Scooty Pep (75 cc)

• TVS Scooty Pep + (90 cc)

• TVS Teenz

• TVS Teenz Electric

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Mopeds

• TVS XL 50(50 cc)

• TVS XL (60 cc )
TVS Eco
• TVS XL Super (60 cc)
• TVS XL Super Heavy Duty
• TVS Super Champ (60 cc)

HERO

HISTORY
Hero Honda started its operations in 1984 as a joint
venture between Hero Cycles (sometimes called Hero
Group, not to be confused with the Hero Group food
company of Switzerland) of India and Honda of Japan.
In June 2012, Hero MotoCorp approved a proposal to
merge the investment arm of its parent Hero Investment
Pvt. Ltd. with the automaker. This decision came 18
months after its split from Hero Honda.
"Hero" is the brand name used by the Munjal brothers
for their flagship company, Hero Cycles Ltd. A joint
venture between the Hero Group and Honda Motor
Company was established in 1984 as the Hero Honda
Motors Limited at Dharuhera, India. Munjal family and
Honda group both owned 26% stake in the Company.
During the 1980s, the company introduced motorcycles
that were popular in India for their fuel economy and
low cost. A popular advertising campaign based on the slogan 'Fill it – Shut it –
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Forget it' that emphasised the motorcycle's fuel efficiency helped the company
grow at a double-digit pace since inception. In 2001, the company became the
second largest two-wheeler manufacturing company in India and globally.[3] It
maintains global industry leadership to date.[3] The technology in the bikes of Hero
Motocorp (earlier Hero Honda) for almost 26 years (1984–2010) has come from
the Japanese counterpart Honda.

TERMINATION OF HONDA JOINT VENTURE AND THE REMAINING

By December 2010, the board of directors of the Hero Honda Group had decided to
terminate the joint venture between Hero Group of India and Honda of Japan in a
phased manner. The Hero Group would buy out the 26% stake of the Honda in JV
Hero Honda. Under the joint venture Hero Group could not export to international
markets (except Nepal, Bangladesh and Sri Lanka) and the termination would
mean that Hero Group could now export. From the beginning, the Hero Group
relied on their Japanese partner Honda for the technology in their bikes.
The Japanese automaker exited the joint venture through a series of off-market
transactions by giving the Munjal family—which held a 26% stake in the company
—an additional 26%. Honda, wanting to focus only on its independent fully owned
two-wheeler subsidiary—Honda Motorcycle and Scooter India (HMSI)—, exited
Hero Honda at a discount and get over ₹6,400 crore (equivalent to ₹120 billion or

US$1.6 billion in 2019) for its stake. The discount was between 30% and 50% to
the current value of Honda's stake as per the price of the stock after the market
closed on 16 December 2010.

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LISTING AND SHAREHOLDINGS
The equity shares of Hero MotoCorp are listed on the Bombay Stock Exchange,and
the National Stock Exchange of India,where it is a constituent of the NIFTY 50.
As on 31 December 2013, the promoters Munjal Family held around 40% equity
shares in Hero MotoCorp. Over 61,000 individual shareholders hold approx. 7.44%
of its shares.Foreign Institutional Investors hold approx. 30% shares in the
company.

AWARDS RECOGNITION
• The 2006 Forbes list of the 200 World's Most Respected Companies had
Hero Honda Motors ranked at #108.

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 • The Brand Trust Report published by Trust Research Advisory has ranked
Hero Honda in the 7th position among the most trusted brands in India.
• It received the 'Best Value for Money Bike Maker' and 'Best Advertising' in
Two Wheelers Category at the Auto India Best Brand Awards 2012.

Just-in-Time

The Hero Group through the Hero Cycles Division was the first to introduce the
concept of just-in-time inventory. The Group boasts of superb operational
efficiencies. Every assembly line worker operates two machines simultaneously to
save time and improve productivity. The fact that most of the machines are either
developed or fabricated in-house, has resulted in low inventory levels. In Hero
Cycles Limited, the just-in-time inventory principle has been working since the
beginning of production in the unit and is functional even till date.. This is the
Japanese style of production and in India; Hero is probably the only company to
have mastered the art of the just-in-time inventory principle.

Ancillarisation

An integral part of the Group strategy of doing business differently was providing
support to ancillary units. There are over 300 ancillary units today, whose
production is dedicated to Hero's requirements and also a large number of other
vendors, which include some of the better known companies in the automotive
segment. Employee Policy:
Another Striking feature within the Hero Group is the commitment and dedication
of its workers. There is no organized labor union and family members of
employees find ready employment within Hero. The philosophy with regard to

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labor management is "Hero is growing, grow with Hero." When it comes to
workers' benefits, the Hero Group is known for providing facilities, further ahead
of the industry norms. Long before other companies did so, Hero was giving its
employees a uniform allowance, as well as House Rent Allowance (HRA) and
Leave Travel Allowance (LTA). Extra benefits took the form of medical check-ups,
not just for workers, but also for the immediate family members.

Dealer Network

The relationship of Hero Group with their dealers is unique in its closeness. The
dealers are considered a part of the Hero family. A nation-wide dealer network
comprising of over 5,000 outlets, and have a formidable distribution system in
place. Sales agents from Hero travels to all the corners of the country, visiting
dealers and send back daily postcards with information on the stock position that
day, turnover, fresh purchases, anticipated demand and also competitor action in
the region. The manufacturing units have a separate department tohandle dealer
complaints and problems and the first response is always given in 24 hours.

Financial Planning

The Hero Group benefits from the Group Chairman's financial acumen and his
grasp on technology, manufacturing and marketing. Group Company, Hero Cycles
Limited has one of the highest labor productivity rates in the world. In Hero Honda
Motors Limited, the focus is on financial and raw material management and a low
employee turnover.

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Quality

Quality at Hero is attained not just by modern plants and equipment and through
latest technology, but by enforcing a strict discipline. At the Group factories,
attaining quality standards is an everyday practice - a strictly pursued discipline. It
comes from an amalgamation of the latest technology with deep-rooted experience
derived from nearly four decades of hard labor. It is an attitude that masters the
challenge of growth and change - change in consumers' perceptions about products
and new aspirations arising from a new generation of buyers.
Constant technology up gradation ensures that the Group stays in the global
mainstream and maintains its competitive edge. With each of its foreign
collaborations, the Group goes onto strengthen its quality measures as per the book.
The Group also employs the services of independent experts from around the world
to assist in new design and production processes.

Diversification

Throughout the years of enormous growth, the Group Chairman, Mr. Lall has
actively looked at diversification. A considerable level of backward integration in
its manufacturing activities has been ample in the Group's growth and led to the
establishment of the Hero Cycles Cold Rolling Division, Munjal and Sunbeam
Castings, Munjal Auto Components and Munjal Showa Limited amongst other
component-manufacturing units.
Then there were the expansion into the automotive segment with the setting up of
Majestic Auto Limited, where the first indigenously designed moped, Hero
Majestic, went into commercial production in 1978. Then came Hero Motors which

33
introduced Hero Puch, in collaboration with global technology leader Steyr
Daimler Puch of Austria. Hero Honda Motors was established in 1984 to
manufacture 100 cc motorcycles.
The Hero Group also took a venture into other segments like exports, financial
services, information technology, which includes customer response services and
software development. Further expansion is expected in the areas of Insurance and

Telecommunication.

The Hero Group's phenomenal growth is the result of constant innovations, a close
watch on costs and the dynamic leadership of the Group Chairman, characterized
by a culture of entrepreneurship, of right attitudes and building stronger
relationships with investors, partners, vendors and dealers and customer

34
 CHAPTER 2
LITERATURE REVIEW

Abdul karim (2007)', in his Article, "A study of two-wheeler consumer buyer behaviour in
Tirunelveli city" stated that that fuel economy, price and maintenance expenses are the
main factors influencing the buying decision of a particular two wheeler, followed by
brand name, style and after sales service. The study gives clear picture about brand
popularity that Hero Honda Splendor has occupied first place in four stroke two wheelers,
TVS Suzuki MaxlOOR in the two stroke two-wheelers, TVS Scooty & Scooty pep in the
scooterettes series, TVS champ in the mopeds series. In general TVS brand occupies first
place followed by Hero Honda and Bajaj. Most of the two wheeler buyers select the
models irrespective of their income and occupation.

Mahapatra Kumar and Chauhan (2010) mentioned a study on "customer satisfaction,

dissatisfaction and post purchase evaluation: an empirical study on passenger cars in India"
with the main objectives to examine the satisfaction and impact on future purchase
decision and explore the performance of different attributes in automobile in giving
satisfaction to customer with the sample size of 150 customers and they used the multiple
regression techniques and they revealed from this study that customers are highly satisfied
with the behaviour, service quality etc. and other attributes like quality, dealers facility
influence the consumer future purchase decisions and consumer give the more importance
to these factors.

Chandrasekaran Kathiravana (2010) ,in his article" The Competitive Implications Of

Consumer Evaluation Of Brand Image, Product Attributes, And Perceived Quality In
Competitive Two-Wheeler Markets Of India " stated that Two-wheeler segment is one of
the most important components of the automobile sector that has undergone significant
changes due to shift in policy environment. The two wheeler industry has been in existence
in the country since 1955. It consists of three segments viz. scooters, motorcycles and
mopeds. This high figure itself is suggestive of the importance of the sector. In the initial
years, entry of firms, capacity expansion, choice of products including capacity mix and
technology, all critical areas of functioning of an industry, were effectively controlled by
the State machinery .

35
Philip T. Kotler & Gary Armstrong, (2011) ,in his article " Principles of Marketing
Management‟ stated that investigates vital basic leadership from two points: he
demonstrates different ways to build relations and create skills that will strengthen these
relationships and he likewise analyses how to create and own new markets. The author
focuses on developing and maintaining relationship with customers as he considers it as
very noteworthy while planning and executing of a marketing plan. The author tries to
explain relationship marketing and competitive advantage with real time examples. The
author considers the advantages of significant worth of value added association and the
long term management of customers .

Rao and Kumar (2012) revealed study on"Customer satisfaction towards automobile sector
– A study on Passenger cars in India with the objectives to study the customer satisfaction
with the usage of vehicles, after sale service, key area of strength, service and quality. They
taken the sample of 100 respondents and used the percentage technique. They concluded
from the study that majority of customers are satisfied with the safety, dealer service,
customer relationship etc.

Shende V. (2014) studied consumer satisfaction towards passenger car segment in India.
The objective of this study was the identification of factors influencing customer’s
satisfaction for particular segment of car. Proper understanding of Customer satisfaction
will help the marketer to succeed in the market. Scenario of stagnancy in sales and
cultivate future demand for automobile car market was also attempted in this study.

Debasis Tripathy (2014) in his article "A Study on Consumer Satisfaction of Two Wheeler
Bikes" stated that Satisfaction is a person’s feelings of pleasure or disappointment resulting
from comparing a product’s perceived performance in relation to his or her expectation”.
As the definition makes it clear, satisfaction is a function of perceived performance and
expectations. If the performance falls short of the expectations of the customer, the
customer is dissatisfied. If the performance exceeds the expectations, the customer is
highly satisfied or delighted. Many companies are aiming for high satisfaction because
customers who are just satisfied still find it easy to switch, when a better offer comes
along. Those who are highly satisfied are much less ready to switch.

36
Priyanka Jain (2015) in her article " A Study of Customer Satisfaction of Two Wheelers on
Yamaha " stated that major part of growth in the two-wheeler industry has come from
motor cycles, which are considered fuel efficient, reliable and its suitability on rough
roads. As per his study, TVS-Suzuki, Hero: Honda, Bajaj dominates the two wheeler scene.
The study also says that due to stiff competition from automobile major Bajaj which is a
largest producer of scooters the LML is facing considerably stiff competition. However,
dominance of this category has been declining because of shift in customer preference
towards motor bikes. major part of growth in the two-wheeler industry has come from
motor cycles, which are considered fuel efficient, reliable and its suitability on rough
roads.

Basavaraj H. Huggi (2016) in his article " A Study on Customer Satisfaction Towards
After- Sales Service”, stated that that two wheeler customers are very much concerned
about the performance and quality of the bikes or scooters they intend to purchase than any
other attributes. Instead of getting lured by the advertisements, they have started collecting
information from all the available sources, with the help of which they make the most
logical and rational purchase decision. They consider the feedbacks obtained from existing
two-wheeler users, word of mouth review from their dear and near, ideas shared in social
media and the expert opinion from the two- wheeler mechanics as the most accurate,
unbiased and accurate sources of information for making the right choice of their two-
wheeler.

Nutan Sharma (2016) ,in his article" Customer Perception Towards Major Brands Of Two
Wheelers In Jaipur City And Its Impact On Buying Decision" stated In an era of increasing
global competition, “ Customer Perception” remains a research topic of strong interest. By
keeping in view that future disposable income of average household people will increase,
so in future their demand and need both increases. To meet their expectations it become a
prime importance to study various factors influencing their perceptions and hence impact
on purchase decision. In other words we can say that motorcycle is a common man vehicle.
Keeping in consideration that people have a criteria of preference in the minds before they
go to purchase a motorbike.

Dheeraj R (2016) ,in his article" A Study On Consumer Satisfaction Among Yamaha Two
Wheeler Users" stated that The essence of organization is the customer and not the product

37
shall be in the heart of the entire business system. Customer satisfaction plays a crucial and
critical role as it deals with customers and their needs. This research analyses the
satisfaction level of customers towards Yamaha vehicle. Yamaha two wheelers are well
known for their designs and performance. Youth is the target for Yamaha. And this research
have found the satisfaction level of customers in various categories like different age
group, gender, income levels, and factors influencing them to buy Yamaha vehicle and
most of its users are highly satisfied thus retaining customer loyalty.

K. P Najeemudeen (2016),in his article" Information Sources for Two-wheeler Purchase:

An Analytical Study with Special Focus on Malappuram District of Kerala " stated which
the marketers tamed the minds of the customers to their favour using colour full television
commercials with breathtaking visuals, pulsating punch lines and celebrity endorsement.
Modern day customers are very shrewd and highly rational. Technological advancements
have opened a wide variety of sources to them from which they can access information on
any product to their fingertips within Nano seconds. They cannot be deceived any more
with the graphical sorcery in the television commercials and the glittering promotional
materials, offers or any such things. Buying process starts when the buyer recognizes a
problem or need.

Dr. K. Mallikarjuna Reddy (2017) ,in his article" Consumers Behaviour Towards Two-
Wheeler Motor Bikes. " stated that The marketing concept is consumer oriented and the
emphasis is more on the consumer rather than on the product. The essence of modern
marketing lies in building of profit along with creating meaningful value satisfaction for
the costumers, whose needs and desires have to be coordinated with the set of products and
production programmes. Therefore, marketing success an enterprise depends as its ability
to create a community of satisfied consumers. All the business activities should be carried
out in ways which are directed towards the satisfaction of the consumer needs

38
 CHAPTER 3
RESEARCH METHODOLOGY

MEANING OF RESEARCH

It is well known fact that the most important step in marketing research
process is to define the problem. Choose for investigation because a problem well
defined is half solved. That was the reason that at most care was taken while
defining various parameters of the problem. After giving through brain storming
session,
objectives were selected and the set on the base of these objectives. A questionnaire
was designed major emphasis of which was gathering new ideas or insight so as to
determine and bind out solution to the problems.

DATA SOURCE
Research included gathering both Primary and Secondary data.

Primary data
It is the first hand data, which are selected a fresh and thus happen to be original in
character. Primary Data was crucial to know various customers and past consumer
views about bikes and to calculate the market share of this brand in regards to other
brands.

Secondary data
It which has been collected by some one else and which already have been passed
through statistical process. Secondary data has been taken from internet,
newspaper, magazines and companies web sites.

39
OBJECTIVES OF THE RESEARCH

1.To analyze the customer satisfaction.

2.To analyze the customer preference.
3.To know which manufacturer is providing better services.
4.To analyze after sales services of bikes.
5.To study the behavioural factors of consumers in motor bikes.
6.To suggest various factors to improve sales.

LIMITATIONS
1.Research work was carried out in Ludhiana only the finding may not be
applicable to the other parts of the country because of social and cultural
differences.
2.The sample was collected using connivance-sampling techniques. As such result
may not give an exact representation of the population.
3.Shortage of time is also reason for incomprehensiveness.
4.The views of the people are biased therefore it doesn’t reflect true picture.

SCOPE

My project was based on the A COMPARATIVE STUDY OF CUSTOMER

SATISFACTION TOWARD PERFORMANCE OF HERO HONDA, TVS AND
BAJAJ BIKES and data was taken in the City Ludhiana .

Duration of Study

The study was carried out for a period of one months .

40
SAMPLING
SAMPLING METHOD

The sampling used for the study is convenient sampling.

SAMPLING UNIT

Individuals in the nearest. Random people who are within the area of Ludhiana city
were selected for primary data.

SAMPLE SIZE

A Sample of 90 people both male and female drawn from Ludhiana district have
given back the duly filled up questionnaire. Out of the total population of
customers in Ludhiana 100 respondents have been taken as the sample size.

SAMPLE DESIGN

Data has been presented with the help of Bar graph and Pie charts.

41
 CHAPTER 4
ANALYSIS AND INTERPRETATION

42
43
44
45
 COMPARITIVE STUDY OF CUSTOMER SATISFACTION
TOWARDS PERFORMANCE OF HERO TVS AND BAJAJ

INTERPRETATION:

of the sample size of 90 customers, 30 customers are of Hero Honda, 30 are of

Bajaj and 30 customers of TVS bikes are taken into consideration.

46
HERO
INTERPRETATION: - In Hero Honda mostly the customers are having splendor
while the ratio of the customers using Passion, Karizma and other bikes are
comparatively low.

47
BAJAJ
INTERPRETATION: -

In Bajaj the customers are giving more preference to Discover and Pulsar models

INTERPRETATION:- In TVS Bikes the customers are giving more preference to

the other models rather than Flame, Starcityand Apache.

48
INTERPRETATION: -

The maximum numbers of customers that are using these bikes fall in the income
group of 200000-300000. While this ratio is minimum in case of customers whose
income level fall between 300000-400000.

49
INTERPRETATION: -

It is observed that mostly the customers are having new bikes.

50
INTERPRETATION:-

The customers are using their bikes mostly for official and personal purpose.

51
INTERPRETATION: -
It is observed that the awareness of Hero Honda bikes mostly comes from friends
while of Bajaj and TVS the awareness comes from newspapers and televisions.

52
INTERPRETATION: -

Out of the sample size of 90 customers, 65 customers agrees with the fact that
advertisements play a very significant role in influencing their behaviour to choose
the bike. On the other hand 15 customers do not agree to this fact. While remaining

10 customers are not sure about it.

53
INTERPRETATION:-

Out of the sample size of 90 customers, 55 customers says that they are satisfied
with the performance of their bikes. On the other hand 28 customers are not
satisfied with the performance of the bikes that they are having. While the
remaining 10 customers are unable to say anything.

54
INTERPRETATION:-

It is observed that most of the customers are having full knowledge of the bike
before purchasing.

55
INTERPRETATION:-
In Hero Honda bikes the mileage of the bike and the value that it adds to the status
symbol of the customers influences the decision criteria of most of the customers.

56
INTERPRETATION:-

In Bajaj bikes customers gets more influenced by the price and quality of the bike

and also they think that it adds value to their prestige.

INTERPRETATION: - In TVS bike the economic price of the bikes

influences the buying behaviour of the customers.

57
INTERPRETATION: - It is observed that in rating of different features of
different bikes people give maximum rating to the look and shape of the bike. At
the second level they give their rating to the pick up. At the third level they rate
mileage. And at the fourth level they give points to maintenance. At last they rate
price and brand image.

58
INTERPRETATION:- It is observed that the customers of Hero Honda bikes are
not ready to change their bikes even if a new bike comes in with good features.
While majority of the customers of Bajaj and TVS are ready to change their bikes
if new bike provides some good features to them.

59
 CHAPTER 5
FINDINGS AND CONCLUSION

FINDINGS

During this research project I came in to contact with many customers who are
having bikes. It has been found that in Hero Honda mostly the customers are
having splendor while the ratio of the customers using Passion, Karizma and other
bikes are comparatively low. In Bajaj the customers are giving more preference to
Discover and Pulsar models and in case of TVS Bikes the customers are givig more
preference to the other models rather than Flame,Starcityand Apache. The
maximum numbers of customers that are using these bikes fall in the income group
of 200000-300000.

It has been observed that the customers are using their bikes mostly for
official and personal purpose. It is observed that the awareness of Hero Honda
bikes mostly comes from friends while of Bajaj and TVS the awareness comes
from newspapers and televisions. Out of the sample size of 90 customers, 65
customers agree with the fact that advertisements play a very significant role in
influencing their behaviour to choose the bike. On the other hand 15 customers do
not agree to this fact. While remaining 10 customers are not sure about it.

When the customers are asked that are they satisfied with the performance of their
bikes then most of them agrees to the fact. Out of the sample size of 90 customers,
55 customers says that they are satisfied with the performance of their bikes. On
the other hand 28 customers are not satisfied with the performance of the bikes that

60
they are having. While the remaining 10 customers are unable to say anything. It is
observed that most of the customers are having full knowledge of the
bike before purchasing

It has been seen that In Hero Honda bikes the mileage of the bike and the
value that it adds to the status symbol of the customers influences the decision
criteria of most of the customers. In Bajaj bikes customers gets more influenced by
the price and quality of the bike and also they think that it adds value to their
prestige. While in case of TVS bike the economic price of the bikes influences the
buying behaviour of the customers.

It is observed that in rating of different features of different bikes people give

maximum rating to the look and shape of the bike. At the second level they give
their rating to the pick up. At the third level they rate mileage. And at the fourth
level they give points to maintenance. At last they rate price and brand image.

It is observed that the customers of Hero Honda bikes are not ready to change their
bikes even if a new bike comes in with good features. While majority of the
customers of Bajaj and TVS are ready to change their bikes if new bike provides
some good features to them.

61
Conclusion

• Most of the Flame, Apache, Pulsar, CBZ & Karizma are purchased by young
generation 18 to 30 years because they prefer stylish looks and rest of the models
of Hero Honda, TVS and Bajaj are purchased more by daily users who needs
more average of bikes than looks.
• Hero Honda is considered to be most fuel-efficient bike on Indian roads.
• Service & Spare parts are available throughout India in local markets also.
• While buying a motorcycle, economy is the main consideration in form of
maintenance cost, fuel efficiency.
• Majority of the respondent had bought their motorcycle more than 3 years.
• Bajaj should introduce some more models having more engine power.
• Hero Honda should think about fuel efficiency in case of upper segment
• bikes.
• More service centers should be opened.
• Maintenance cost and the availability of the spare parts should also be
• given due importance.
• They also introduce some good finance/discount schemes for students.
• The price should be economic.
• Most of the Pulsar, CBZ & Karizma are purchased by young generation 18 to 30
because they prefer stylish looks and rest of the models of Hero Honda are
purchased more by daily users who needs more average of bikes than looks.
• Hero Honda is considered to be most fuel-efficient bike on Indian roads. Service
& Spare parts are available throughout India in local markets also.
• While buying a motorcycle, economy is the main consideration in form of
maintenance cost, fuel efficiency.

62
• Majority of the respondent had bought their motorcycle more than 3 years. Most
of the Hero Honda bikes are used for joy purpose.
• Majority of the population influenced by advertisement of Hero Honda bikes
through television.
• Customers are very much aware of company and model before purchasing a bike.
• Mileage of the bike plays an important/influencing role in customer satisfaction.
Customers are very much satisfied with the mileage of BAJAJ bikes.
• Majority of the population is satisfied with the easy availability of spare parts of
Hero Honda bikes.

63
 BIBLIOGRAPHY

Rao and Kumar (2012) “Customer satisfaction towards automobile sector – A study on
Passenger cars in India with the objectives to study the customer satisfaction with the
usage of vehicles, after sale service, key area of strength, service and quality” South Asian
Journal of Marketing and Management Research, 2(4), 127-150.

Mahapatra, S., Kumar, J., & Chauhan, A. (2010). Customer Satisfaction, Dissatisfaction
and Post- Purchase evaluation: An empirical study on small size passenger cars in India.
International Journal of Business and Society, 2 (2), 97-108.

Shende V. (2014). Analysis of research in consumer behaviour of automobile passenger car

customer. International Journal of Scientific and Research Publications. 2014;4(2):1.

Abdul Karim (2007) A study of two wheeler consumer buying behaviour inTirunelveli
city"

Chandrasekaran Kathiravana (2010) ,-" The Competitive Implications Of Consumer

Evaluation Of Brand Image, Product Attributes, And Perceived Quality In Competitive
Two-Wheeler Markets Of India " Serbian Journal of Management

Philip T. Kotler & Gary Armstrong, (2011) ,- " Principles of Marketing Management‟
Interdisciplinary Journal of Contemporary Research in Business.

Debasis Tripathy (2014) -"A Study on Consumer Satisfaction of Two Wheeler Bikes"
Volume-4, Issue-4, International Journal of Engineering and Management Research
Available at: www.ijemr.net

Priyanka Jain (2015) -" A Study of Customer Satisfaction of Two Wheelers on Yamaha "
IOSR Journal of Business and Management (IOSR-JBM) Volume 17, Issue 8.Ver. II
www.iosrjournals.org

Basavaraj H. Huggi (2016) -" A Study on Customer Satisfaction Towards After- Sales
Service” South Asian Journal of Marketing and Management Research, Vol.2,
64
Nutan Sharma (2016) ,- " Customer Perception Towards Major Brands Of Two Wheelers
In Jaipur City And Its Impact On Buying Decision" Abhinav International Monthly
Refereed Journal of Research in Management & Technology

Dheeraj R (2016) ,- " A Study On Consumer Satisfaction Among Yamaha Two Wheeler
Users" International Journal Of Core Engineering & Management (IJCEM) Volume 3,
Issue 1"

K. P Najeemudeen (2016),- " Information Sources for Two-wheeler Purchase: An

Analytical Study with Special Focus on Malappuram District of Kerala " Universal Journal
of Industrial and Business Management .

Dr. K. Mallikarjuna Reddy (2017) ,- " Consumers Behaviour Towards Two-Wheeler Motor
Bikes. " Osmania Journal of Management.

65
 QUESTIONNAIRE

Respected Respondent,

Myself, PULKIT JAIN, Student in Sri Aurobindo College of commerce and

management, Jhande (Ludhiana) doing research work for the degree of BBA. I
humbly request you to spare your valuable time and cooperate by filling up the
questionnaire regarding A COMPARATIVE STUDY OF CUSTOMER
SATISFACTION TOWARD PERFORMANCE OF HERO , TVS AND BAJAJ
BIKES . The information collected is purely for academic purpose and will be kept
strictly confidential .

Thanking you for your co-operation.

Personal information

•NAME:

•AGE (years) :
a)18-25
b)26-35
c) 36 - 45
d) above 45

•GENDER:
a) female
b) male
c) other

•EDUCATIONAL QUALIFICATIONS
a) Higher secondary
66
 b) Undergraduate
c) Postgraduate
d) Other

•PROFESSION
a) Student
b) Professional
c) Business person
d) Service
e) Other

A COMPARATIVE STUDY OF CUSTOMER

SATISFACTION TOWARD PERFORMANCE OF HERO ,
TVS AND BAJAJ BIKES

•Which bike do you have?

a.Hero
b.Bajaj
c.Tvs

•Which model do you have?

•In which income category do you fall?

67
 a.1lakh-2lakh
b.2lakh-3lakh
c.3lakh-4lakh
d.Above 4lakh

•For long long do you own a bike?

a.0-1year
b.1-2 year
c.2-3 year
d.Above 3 year

•For what purpose do you use your motor bike?

a.Office purpose
b.Joy purpose
c.Personal purpose
d.Other

•How do you come to know of this motor bike?

a.Newspaper
b.Television
c.Magazine

68
 d.Friends/Relatives

•Are you satisfied with the performance of the bike that you are
currently having?

a.Yes
b.No
c.Can’t say

•Does advertisement influence your decision in choosing

motorbike?

a.Yes
b.No
c.Can’t say

•Do you have full knowledge about the bike before buying?

a.Yes
b.No
c.Can’t say

69
•Which factor below would influence your decision?

a.Price
b.Mileage
c.Quality
d.Resale value
e.Status Symbol

•How would you rate the following factors of bike with respect
to different companies? ( choose TVS, HERO, BAJAJ for every
option)

a.Mileage
b.Price
c.Pick Up
d.Maintenance
e.Look/ Shape
f.Brand image

•If new bike with good features comes, in, then would you like
to upgrade your current bike?

a.Yes

70
 b.No
c.Can’t say

•Any suggestions for the company?

71