Prem Kumar T Final Project Work

CERTIFICATE OF INTERNSHIP
This is to certify that MR. PREM KUMAR T, bearing Registration Number UUCMS:
U19CO21C0190 a student of ROYAL DEGREE COLLEGE CHINTAMANI, has
successfully completed an internship course from 25/03/2024 to 08/04/2024 at our
YAMAHA SHOWROOM.
Internship, Mr. PREM KUMART A worked in sales.
Department in marketing and sales department and gained experience From manager
SRINATH at M.G Road, Chintamani the following areas:
1. Market research and analysis
2. Sales support and coordination
3. Supply bikes and services to customers
His conduct during his stay with us was satisfactory. We wish him all the best for his future
endavours.
ADDRESS
Beside Bharath Gas Agency,
M. G Road, Chinthamani, (AUTHORIZED SEAL &SIGN)
Karnataka, 563125
Certificate of college
(IN THE COLLEGE LETTER HEAD)
ROYAL DEGREE COLLEGE, CHIKKABALAPUR, [D]
CHINTHAMANI-563125
DATE:
CERTIFICATE
This is to certify that Mr. PREM KUMAR T bearing Registered No.U19CO21C0190

UUCMS ID. is a student of VI SEM B COM of our College.
He has prepared Internship report entitled “A Study on CUSTOMER SATISFACTION

TOWARDS YAMAHA SHOWROOM, CHINTHAMANI. From 25/03/2024 to 08/04/2024
towards the partial fulfilment of the requirement of Bachelors of B com of Bengaluru North
University.
Principal
[Seal & Signature]

STUDENT DECLARATION
I the Mr. PREM KUMAR Reg. No. U19CO21C0190 UUCMS ID, hereby declare that this
report entitled “A Study on CUSTOMER SATISFACTION TOWARDS YAMAHA
SHOWROOM, CHINTHAMANI. During the summer vacation between the period from
25/03/2024 to 08/04/2024 YAMAHA SHOWROOM”.
under the supervision and guidance of NAVEEN SIR Associate professor of Commerce,
Royal degree collage.
Date: signature
Place:
ACKNOWLEDGEMENT
The successful completion of this internship report required significant
guidance and assistance from many individuals, and I am truly gratefulfor
their support throughout this journey.
Firstly, I would like to express my sincere appreciation to
Mr. SRINATH Stores Head of YAMAHA SHOWROOM Chinthamani

branch for providing me with the opportunity to intern at their esteemed
organization.
I am also deeply grateful to our faculty coordinator, NAVEEN and our

principal, Mr. FAYAZ PASHA for their unwavering support and for
granting me the valuable opportunity to intern, which has been
instrumental in my learning and exposure to the field of accountancy and
finance.
I would like to extend my heartful thanks to my parents for their permission
and constant encouragement throughout this internship. Additionally, I am
thankful to my friends for their support whenever I needed their assistance
during this project.
Lastly, I would like to express my profound gratitude to all individuals

who directly or indirectly contributed to the completion of this report.
TABLE OF CONTENTS
1 Execution Summary 1
2 Introduction 3-7
3 Description of the 9-13

Organization
4 Experiential Learning 15-22
5 Internship Outcomes 24-25

and Conclusion
6 Bibliography 26
A STUDY ON CUSTOMER SATISFACTION TOWARDS YAMAHA
SHOWROOM
Executive summary:
Customer experience as a contemporary strategic tool in marketing has its importance because
marketing is more challenging than ever due fragmented media, cleaver and articulated
consumers, and the rise of the free thinking consumer. Now–a-days many organizations putting
focus on customer and customer experience. Some organization used customer experience as
tool to create their customer forum. Customer experience is the internal and subjective response
customers have to any direct or indirect contact with a company. Direct contact generally
occurs in the course of purchase, use, and service and is usually initiated by the customer.
Indirect contact most often involves unplanned encounters with representations of a company’s
products, services, or brands and takes the form of word-of-mouth recommendations or
criticisms, advertising, news reports, reviews, and so forth. Customer experience is became a
strategy to increase number of customer, gaining more profit and to create good position in
market. With help of this tool organization can analyse its customer and understand their
demand. If organization is able to understand its customer then it is
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ROYAL DEGREE COLLEGE
SHOWROOM
CHAPTER 01: INTRODUCTION
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Chapter 01: Introduction:
My internship project report is on the topic ‘a study on customer satisfaction towards Yamaha
bike’. I have completed my internship in chintamani (Yamaha bike showroom). Previous to
my internship in chintamani, there having many questions were in my mind regarding the how
the showroom manages the customer, and also the questions about the Yamaha bikes are
satisfying the customer. The internship provides a realistic advantage to the college student. To
gain the knowledge and experience towards the chosen matter. Internship presents how
theoretical knowledge which observes on the working field.
INDUSTRY PROFILE:
The world's automakers face a rate of alteration unlike that the any other time in the industry's
past. Digitalization, connectivity, increasing power train technologies, tougher regulations, and
shifts in the buyer attitudes have shaped a unprecedented challenges as well as opportunities.
In pursuit of the sales development, international automakers have invested deeply in the
emerging markets, but slower demand, especially in the China, has highlighted the risks of the
investments. Exactly assessing economic conditions in specific markets has become more
significant than ever for automakers. Annual global sales of the light vehicles, which include
the passenger cars and lights trucks, total about 80million, According to the data compiled by
Scot in bank. Industry watchers expect global light vehicle sales to increase slightly more than
the 3% in 2018. Demand in China will lead to global growth but is slowing amid a cooling
economy. Strong economic growth and rising average vehicle age in the North America and in
Europe are expected to help drive moderate sales growth. Leading countries for car
manufacturing include China, Germany, Japan, South Korea, and the US. Unit sales are highest
in China.
Company profile:-
Yamaha motor Pvt Ltd as made up in India in the year 1985 as the joint venture in the year
2001, in august Yamaha motor company limited has became a 100(%) percent subsidiary in
2008 Mitsui and company has made an contract with Yamaha company to turn out to be a joint
investor in India. Yamaha motor company is extremely customer-driven and has a universal
network of over 2300 customer touch point and it was with the 500 dealers.
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Type - public company:
Industry - Automobiles industry.
Predecessor - YAMAHA MOTOR PVT LTD.
Headquarters(HQ) - Iwata and Japan
Key persons - Hiroyuki Yanagi Product - Automobiles
Returns - 410.4 Billon JPY
Net income - 22.9 Billion JPY
NEED FOR THE STUDY:
The main need to study about company is to know the company is satisfying the customer
needs and whether customer are satisfying with the service or not. This research study will
improve the customer service of the company.
* It helps to determine the post-purchase feedback of buyer to improve the delivery and service
of the product.
* It is a process of studying buyer satisfaction. It helps to figure long-term connection with

customer.
OBJECTIVES OF THE STUDY:
* To understand the satisfaction level of buyer towards Yamaha bike.
* To know the level of the buyer satisfaction.
* To know about diverse brands of the similar bikes sold in the area.
* To study the marketing strategy.
* To know about Yamaha motorcycles with regards in the specified customer view.
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SCOPE OF THE STUDY:
This study is directing towards providing Yamaha Motors with an insight into the success of
as well as the buyers response and consciousness towards the brand, products, and services of
the Yamaha. The information will be analysed and presented in a simple and in a exact way on
the basis of which pertinent recommendations have been made to the firm to improve the
services, policies, and strategies of the company.
* From the study, we can recognize the market of the other competitors and consequently
formulate a strategy to enhance the market.
* The study is exclusively conducted to collect the information about our customer satisfaction
towards Yamaha.
* The study is concerned only with Yamaha buyers.
THEORECTICAL BACKGROUND OF THE STUDY:
It is the study to attract the customers towards the Yamaha showroom by satisfying the
expectations of the customers and also understanding the demand and thinking etc. main aim
is how to satisfy and to make feel better at showroom and also helps to use all the data for
future perspective to improve satisfaction level. Customer satisfaction is the key to business to
earn the profit and to obtain the market leadership. The term indicates it is group of client that
are inquisitive about the resource According to the Philip Kotler, “A market contains of all the
possible customer of distribution a particular need or a want who is willing and able to engage
in exchange, to satisfy the need or want”. According to cour “The Economists is recognized by
the term market, not by any specific market place in which things are bought and vended, but
the full of any region in which purchaser and vendor are in such a free intercourse with one
other that the prices of the same purchaser and vendor are in such a free intercourse with one
other that the prices of the same goods tend to be at equity and quickly”. According to Pyle,
“The Market contains both the place and area in which venders are in the free competition with
one another” So, the extent of the market depends upon worth of person WHO has the unjoyful
wants , is doubtless skilled of playacting the exchange.
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REVIEW OF LITERATURE:
Ajens & Hassan (1991):
In this study this function is one of the most familiar of Sidgwick, the practical is really based
on the moral theory of utilitarianism, in this study of customer satisfaction the consumers
behaviour is entirely based on usefulness function when the choice rotates around the amount.
Bhatnagar (2000):
In the findings of the author has inspected that the consumers satisfaction many time influenced
by the availability of consumer goods and service, the delivery of quality buyers goods and
service has established a major concern of all trades. Consumer satisfaction is typically known
as a post-consumption finding judgment concerning an exact goods or service.
Bousch & Homer (1988):
In this findings Author designed about the trustworthy buyers satisfaction. True customers are
those who buys same brand goods in their shopping every time. They never bothered about the
value because they knew about quality will be maintained according to the price of the product.
A faithful customer is more important than 10 new customers to the company.
Csikszentmihalyi (2000):
In this findings of the author inspected that there are a connection between brand structure and
the consumer satisfaction about the product. It is agreed because if the grade of consumer
increase, the brand price increase and the degree of consumer satisfaction reduce then usually
brand value will reduce. It is related to each other.
Dailey & Femi (2000):
In the findings, author has inspected that evaluation reduced that the consumption experience
was at smallest as better as it was supposed to be in the customer's attitude towards the product.
D’essence (2001):
In this study, the author has studied about the position of the consumer attitude, Which is very
significant in gaining the customers, and this procedure is also known as the customer.
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Donthu & Garcia (1999):
In this study ,the author has well-defined that the influencing the buying process of the
customers, for eg friends, relatives, media, and ads. These kinds of factors impact the customer
to buy the products. These are the solid forces which make potential buyer.
Harrison & Albertsons (2001):
In this study , we can sign the worth of consumer’s response to the assessment of the perceived
discrepancy between past expectations and the definite performance of the goods and services
as perceived after its consumption.Heng patrick & Low kim (2006).In this study ,the author
has analyzed that buyers satisfaction is influenced by the obtain ability of consumer goods and
services, The provision of excellence of buyers service has developed a main. the worry of all
businesses. Consumer satisfaction is naturally defined as a post- consumption evaluative ruling
concerning a exact goods or service.
Torkzadeh & Dillion (2010).
The book exposes the main subjects in customer law and summarizes the standards governing
and they have also reflected the rules of governing customer contacts and policies minimizing
these rules.
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CHAPTER 02: DESCRIPTION OF

THE ORGANIZATION
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Chapter 02: Description of the organization:
Profile Of The Organization:
ABOUT INDIA YAMAHA MOTOR PVT. LTD. Yamaha made its initial foray into India in
1985. In August 2001, Yamaha Motor India became a 100% subsidiary of Yamaha Motor
Co., Ltd, Japan (YMC). In 2008, Mitsui & Co., Ltd. entered into an agreement with YMC to
become a joint-investor in the company "India Yamaha Motor Private Limited (IYM)".
IYM's manufacturing facilities comprise of 2 State-of-the-art Plants at Surajpur (Uttar
Pradesh) and Faridabad (Haryana). The infrastructure at both the plants supports production
of motorcycles and parts for the domestic as well as overseas markets. With a strong
workforce of more than 2,300 employees, IYM is highly customer-driven and has a
countrywide network of over 1200 customer touch-points including 400 dealers. Presently, its
product portfolio includes YZF-R15 Version 2.0 (149.8cc), Fazer (153cc), Fazer Version 2.0
(149cc), FZ-S (153cc), FZ-S FI Version 2.0 (149 cc), FZ(153cc), FZ FI Version 2.0 (149 cc),
SZ-S & SZ-RR (153cc), SZ - RR Version 2.0 (149 cc), Saluto (125cc), SS125 (123cc),
YBR125 (123cc), YBR110 (106cc), Crux (106cc) and Scooters Ray (113cc), Ray Z (113cc),
Alpha (113cc) and Fascino(113cc). Its import portfolio includes VMAX (1,679cc), YZF-
R1M (998 cc), YZF-R1 (998cc) and FZ1 (998cc).
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The other Yamaha Motor Group Companies in India include:
Yamaha Motor India Pvt. Ltd. (YMI) is a 100% subsidiary of YMC and functions as the
regional headquarters and corporate control body of India business operations for YMC. YMI
is responsible for Corporate Planning & Strategy, Business Planning & Business Expansion
and Quality & Compliance Assurance of Yamaha India Business.
Yamaha Motor India Sales Pvt. Ltd. (YMIS) is a 100% subsidiary of YMC. YMIS is
established by YMC to provide Sales & Marketing services to IYM. Headquartered in Chennai,
YMIS supports IYM to market and sell its motorcycles & scooters in domestic as well as export
markets. Yamaha Motor
Research & Development India Pvt. Ltd. (YMRI) is a 100% subsidiary of YMC. YMRI is
established by YMC to provide R&D and Product development services to IYM.
Headquartered in Surajpur, Gautam Budh Nagar (U.P.), YMRI is engaged in developing new
products for IYM for its domestic as well as export markets. YMRI is the fifth overseas R&D
headquarters for Yamaha Motor Group following Italy, Taiwan, China, and Thailand.
VISION:
We will establish YAMAHA as the "exclusive & trusted brand" of customers by "creating
Kando" (touching their hearts) - the first time and every time with world class products &
services delivered by people having "passion for customers".
MISSION:
We are committed to: Be the Exclusive & Trusted Brand renowned for marketing and
manufacturing of YAMAHA products, focusing on serving our customer where we can build
long term relationships by raising their lifestyle through performance excellence, proactive
design & innovative technology. Our innovative solutions will always exceed the changing
needs of our customers and provide value added vehicles. Build the Winning Team with
capabilities for success, thriving in a climate for action and delivering results. Our employees
are the most valuable assets and we intend to develop them to achieve international level of
professionalism with progressive career development. As a good corporate citizen, we will
conduct our business ethically and socially in a responsible manner with concerns for the
environment. Grow through continuously innovating our business processes
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for creating value and knowledge across our customers thereby earning the loyalty of our
partners & increasing our stakeholder value.
CORPORATE SOCIAL RESPONSIBILITY POLICY:
Corporate Social Responsibility (CSR) is strongly connected with the principles of

sustainability; an organization should take decisions based not only on financial factors, but
also on the social and environmental consequences. Therefore, it is the core corporate
responsibility of India Yamaha Motor Private Limited (hereinafter referred to as "the
Company") to practice its corporate values through its commitment to grow in a socially and
environmentally responsible way, while meeting the interests of its stakeholders. CSR is the
continuing commitment by business to perform ethically and contribute to economic
development while improving the quality of life of the workforce and their families as well as
of the local community and society at large. CSR is clearly on capacity building, empowerment
of communities, inclusive socio-economic growth, environment protection, promotion of green
and energy efficient technologies, development of backward regions, and upliftment of the
marginalized and under-privileged sections of the society. As a corporate entity, the Company
recognizes that its business activities have wide impact on the societies in which it operates,
and therefore an effective practice is required giving due consideration to the interests of its
stakeholders including shareholders, customers, employees, suppliers, business partners, local
communities and other organizations. The Company endeavour to make CSR a key business
process for sustainable development. The Company is responsible to continuously enhance
shareholders wealth and it is also committed to its other stakeholders to conduct its business in
an accountable manner that creates a sustained positive impact on society. The Company is
committed towards aligning with nature; and has adopted eco-friendly practices. Essentially,
CSR, which is deliberate inclusion of public interest into corporate decision making by
undertaking different projects for development of society, has the potential of contributing
significantly in the long run to socio-economic growth in the backward regions and other
sections of the society. The emerging concept of CSR goes beyondcharity and requires the
Company to act beyond its legal obligations and to integrate social, environmental and ethical
concerns into the Company's business process. In April 2013, IYM established 2 functionally
independent entities namely Yamaha Motor India Sales Pvt. Ltd. (YMIS) that will cater to the
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sales and marketing needs of the company and Yamaha Motor Research and Development
India Pvt. Ltd. (YMRI) that is intended to increase Yamaha's manufacturing competitiveness
through the establishment of an R&D headquarters in India.
History:
OVERVIEW - INDIAN AUTOMOBILE INDUSTRY
Over a period of more than two decades the Indian Automobile industry has been driving its
own growth through phases. The entry of Suzuki Corporation in Indian passenger car
manufacturing is often pointed asthe first sign of India turning to a market economy. Since then
the automobile sector witnessed rapid growth year after year. By late-90's the industry reached
self reliance in engine and component manufacturing from the status of large scale importer.
With comparatively higher rate of economic growth rate index against that of great global
powers, India has become a hub of domestic and exports business. The automobile sector has
been contributing its share to the shining economic performance of India in the recent years.
With the Indian middle class earning higher per capita income, more people are ready to own
private vehicles including cars and two wheelers. Product movements and manned services
have boosted in the sales of medium and sized commercial vehicles for passenger and goods
transport. Side by side with fresh vehicle sales growth, the automotive components sector has
witnessed big growth. The domestic auto components consumption has crossed rupees 9000
crores and an export of one half size of this figure Overview Of Automobile Industry The
Indian automobile industry is going through a technological change where each firm is engaged
in changing its processes and technologies to sustain the competitive advantage and provide
customers with the optimized products and services. Starting from the two wheelers, trucks,
and tractors to the multi utility vehicles,commercial vehicles and the luxury vehicles, the Indian
automobile industry has achieved tremendous amount of success in the recent years.
About India Yamaha Motor Pvt. Ltd:
Yamaha made its initial foray into India in 1985. Subsequently, itentered into a 50:50 joint-
venture with the Escorts Group in 1996. However, in August 2001, Yamaha acquired its
remaining stakebecoming a 100% subsidiary of Yamaha Motor Co., Ltd, Japan (YMC). In
2008, Mitsui & Co. , Ltd. entered into an agreement with YMC to become a joint investor in
the motorcycle manufacturing company "India Yamaha Motor Private Limited ( IYM)".
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IYM operates from its state-of-the-art manufacturing units at Surajpur in Uttar Pradesh and
Faridabad in Haryana and produces motorcycles both for domestic and export markets. With a
strong workforce of more than 2,000 employees, IYM is highly customer-driven and has a
countrywide network of over 400 dealers.
CORE COMPETENCIES:
Customer #1
We put customers first in everything we do. We take decisions keeping the customer in mind.
Challenging Spirit:
We strive for excellence in everything we do and in the quality of goods & services we provide.
We work hard to achieve what we commit & achieve results faster than our competitors and
we never give up.
Team-work:
We work cohesively with our colleagues as a multi-cultural team built on trust, respect,
understanding & mutual co-operation. Everyone's contribution is equally important for our
success.
Frank & Fair Organization:
We are honest, sincere, open minded, fair & transparent in our dealings. We actively listen to
others and participate in healthy & frank discussions to achieve the organization's goals.
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CHAPTER 03: EXPERIENTIAL

LEARNING
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CHAPTER III: EXPERIENTIAL LEARNING:
Research Methodology:
OBJECTIVES:
➢ To know the customer’s perception regarding launch of new bikes FZ & FZS by Yamaha.
➢ To determine the customer’s satisfaction regarding bikes and after sales service.
➢ To determine the factors influencing the choice of customers regarding bikes
➢ To know the market scenario of second hand bike industry.
SCOPE OF THE STUDY:
This study is aimed at providing India Yamaha Motors with an insight into the success of FZ
& FZS as well as the customer’s response and awareness towards the brand, products and
services of Yamaha. The data has been analysed and presented in a simple and precise way on
the basis of which pertinent recommendations have been made to the company to better the
services, policies and strategies of the company in India.
SURVEY METHOD: The research approach used was survey method which is a widely used
method for data collection and best suited for descriptive type of research survey includes
research instrument like questionnaire which can be structured and unstructured. Target
population is well identified and various methods like personal interviews and telephone
interviews are employed.
Types Of Research:
➢ Quantitative research:
Quantitative research is generally associated with the positivist/post positivist paradigm. It

usually involves collecting and converting data into numerical form so that statistical
calculations can be made and conclusions drawn.
➢ Qualitative research:
Qualitative research is the approach usually associated with the social constructivist paradigm
which emphasises the socially constructed nature of reality.
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It is about recording, analysing and attempting to uncover the deeper meaning and significance
of human behaviour and experience, including contradictory beliefs, behaviours and emotions.
Researchers are interested in gaining a rich and complex understanding of people’s experience
and not in obtaining information which can be generalized to other larger groups.
RESEARCH DESIGN:
This study is a mix of explorative and formal methodologies adopting monitoring and
observing to study the dealerships in Saharanpur and communication to elicit responses from
customers. This is a cross sectional study done during the months of June and July. For the
customer satisfaction study a questionnaire was formulated containing close ended questions
which were sent out for response through the internet and mainly through personal interviews
of customers at Yamaha dealerships. This data was later analyzed using SPSS through
performing the cross-tabulations on various involved variables. Results of this step formed the
basis of the recommendations given to the company. To know the Yamaha reputation and sales
promotion in motorcycle market, census method was chosen and all the dealership were
individually visited in the area of Saharanpur, Bawa Auto Sales(Hero Honda), I did a market
survey by taking open interviews to the dealers and brokers of the market.
DATA COLLECTION:
Research included gathering both primary and secondary data.
PRIMARY DATA - Primary Data was very crucial to collect so as to knowvarious past &
present consumer views about bikes and to calculate the market share of this brand in regards
to other brands. Fresh primary data was collected by taking direct feedback from customer
which involved face to face interview with the customer as well as through telephonic interview
with the customer , all the FZ customer who visited the dealership showroom for the service of
their bikes were questioned in order to find out the customer satisfaction level.
SECONDARY DATA- are those which has been collected by someone else and which already
have been passed through statistical process. Secondary data has been taken from internet,
newspaper, magazines and companies websites.
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LIMITATIONS OF THE STUDY:
➢ This research is geographically restricted to Saharanpur only. Hence the result cannot be
extrapolated to other places.
➢ The study is restricted only to the organized sector of two wheeler industry
➢ The seriousness of the respondents and their ability to justify their answers may also be a
limitation.
➢ The sample size is small due to the specified reasons.
➢ Findings are based on sample survey.
➢ All interview questions are undisguised or direct. Hence there is a scope for the respondents
to be biased or pretentious.
Conceptual Decision:
Review Of Literature
Research Paper on Two Wheeler Market in India. The Indian two wheeler market has a size of
over Rs 100,000 million. The Indian two wheeler segment contributes the largest volumes
amongst all the segments in automobile industry. Though the segment can be broadly
categorized into 3 sub segments viz; scooters, motorcycles and mopeds; some categories
introduced in the market are a combination of two or more segments e.g. scooterettes and step
thru’s. The market primarily comprises five players in the two wheeler segment with most of
the companies having foreign collaborations with well-known Japanese firms earlier. But most
of the companies are now planning 100% subsidiaries in India. In the last four to five years,
the twowheeler market has witnessed a marked shift towards motorcycles at the expense of
scooters. In the rural areas, consumers have come to prefer sturdier bikes to withstand the bad
road conditions. In the process the share of motorcycle segment has grown from 48% to 58%,
the share of scooters declined drastically from 33% to 25%, while that of mopeds declined by
2% from 19% to 17% during the year 2000-01. The Euro emission norms led the existing
players in the two stroke segment to install catalytic converters. All the new models are now
being replaced by 4-stroke motorcycles. Excise duty on motorcycles has been reduced resulting
in price reduction, which has aided in propelling the demand for motorcycles.
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Fierce competition has also forced players to cut prices in certain models.
CURRENT SCENARIO:
Motorcycle sales grew by an annual average of 27% over f 1995-2002,and constituted nearly
66% of total two wheeler sales in F2002, upfrom just 24% in F1995. Average monthly
motorcycle sales haveincreased five-fold since F1995 to almost 250,000 units in F2002. The
current share of the leading three companies is shown in the pie chart. And this clearly shows
that hero Honda is the current market leader with a 49% market share. Hero Honda has been
an early entrant in the 4 stroke segment of the two wheeler industry. With a right mix of product
styling and pricing the company helped garner a larger market chunk of the 4-stroke market as
compared to Bajaj Auto. A shifting consumer preference towards motorcycles also enabled the
fast growth of the company in the last few years. Hero Honda motorcycle sales jumped 40.6%
in April at 135,961 units from 96,672 units it sold in the corresponding month last year. The
change in product mix in favor of higher value products has resulted in improved realization
for the company the growing popularity of the passion model appears to be the key factor
behind improvement in unit realization. Taking into account the recent trend in performance,
the company appears well positioned to retain its top position in the motorcycle market and
also sustain the recent rate of growth. Bajaj auto ltd is the second biggest manufacturer of
motorcycles. The companies recent indigenous launch in 4-stroke segment viz; the 150 / 180
cc pulsar which has practically snatched the market share of the bikes like Hero Honda CBZ,
Suzuki Fiero, Lml adreno etc, and it appears that pulsar would rule this segment till the time
there are some new launches in this segment by other manufacturers, for bajaj pulsar has been
the major contributor for the rise in its motorcycle sales along with its other popular models
such as boxer, caliber croma etc. well coming to the third largest share holder in the motorcycle
segment which is the tvs motors, which has emerged as a ‘victor’ after the Suzuki break up,
riding high on the success, of it’s motorbike by the same name. Tvs victor is the first
indigenously produced motorcycle from tvs motors. Infact with a six week waiting period, even
six months after its launch, tvs motors plans to double its production capacity.
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CURRENT POSITIONING:
ECONOMY BOXER AT & CT AND CALIBER. DAWN, CD100, CD100SS, JOY. MAX
100, MAX 100 R EXECUTIVE CALIBER CROMA, PULSAR 150. SPLENDOR, PASSION.
SAMURAI, VICTOR PREMIUM PULSAR 180. CBZ.FIERO BAJAJ HERO HONDA TVS
Let us first identify the current market leaders in each category. In the economy segment Bajaj
is the leader with 46% of the market share with boxer being the largest selling bike in this
segment. In the executive segment Hero Honda is the clear leader with 67% market share with
splendor and passion leading the market in this segment and will continue to do so in the near
future well now we come to the most controversial segment which is the premium segment
since the current market leader according to the sales of the past few months is CBZ but then
pulsar has arrived and the consumer choice clearly shows that this place will be reserved for
pulsar for some time as a counter attack hero Honda too would be launching a bike in this
segment but it is too early to comment on that.
KEY FACTORS AFFECTING THE SALES OF MOTORCYCLES:
Government policy impact on petrol prices : petrol prices determine the running cost of two
wheelers expressed in rupees per kilometer. Petrol prices are the highest in India as GOI
subsidizes kerosene and diesel. But with the change in the GOI policy to reduce the subsidy,
the prices of petrol will remain constant at the current prices. Which will have a positive effect
on two wheelers market. This trend would actually affect positively the whole automotive
industry Improvement in disposable income: With the increase in salary levels due to entry of
multinationals following liberalization process the disposable income has improved
exponentially over the years. This will have a multiplier effect on demand for consumer
durables including two wheelers. This is already witnessed in improved demand two wheelers.
Implementation of mass transport system: many states have planned to implement mass
transport systems in state capitals in the future. This will have a negative impact on demand
for two wheelers in the long run. But taking into account the delays involved in the
implementation of such large infrastructure projects, we expect the demand to be affected only
five to seven years down the line. Availability of credit for vehicle purchase: The availability
and cost of finance affects the demand for two wheelers as the trend for increased credit
purchases for consumer durables have increased over the past few years.
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Well to sum it up on the whole there are great times ahead for the bike lovers in India. With
the decision of companies like Honda to set up base in India, the consumers will have a wide
range of choice and also the freedom to choose something more exciting than the usual.
Posting flat growth of 0.14 percent in June 2015, the largest two wheeler seller, Hero MotoCorp
sold 542,362 units (June 2014: 541,594). An official communication states “As the industry
had built up stocks due to the sluggish market, HMCL reduced inventories in Q1. The
company’s retails are currently better than dispatches,” which means that Hero has been
working on reducing its accumulated stock at the dealership as well as the factory level. Hero
rolled out two models – Passion Pro and Xtreme Sports – recently to boost its regional sales in
the motorcycle portfolio. While the company has planned a number of launches during the next
four-five months, it is also looking at adding a few new export destinations this fiscal. Honda
Motorcycle & Scooter India has shown decent domestic growth of 7.24 percent during June
2015, but this has come on the back of its rising scooter sales year-on-year. The company,
which had sold 309,374 units in June last year, sold an overall 331,782 units last month.
20
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Customer satisfaction:
A term frequently used in marketing, is a measure of how products and services supplied by a
company meet or surpass customer expectation. It is seen as a key performance indicator within
and is often part of a Balanced Scorecard. In a competitive market place where businesses
compete for customers, customer satisfaction is seen as a key differentiator and increasingly
has become a key element of business strategy.
SIX COMPETITIVE ADVANTAGES THROUGH CUSTOMER
SATISFACTION
Customer satisfaction
Profit
Growth
Corporate performance
New product innovation
One stops shopping
Word or month
Loyalty in crises
Higher price
Repeat buying
CURRENT ISSUES:
INDIA YAMAHA MOTOR REPORTS 15% DOMESTIC SALES GROWTH IN
AUGUST 2023
21
SHOWROOM
New Delhi, 01st September 2015:
India Yamaha Motor Pvt. Ltd. announced that it has registered a growth of 15% in domestic
sales in August 2015 as compared to the corresponding period last year. This can be attributed
to the company's innovative ongoing customer centric activities, exciting product line-up and
the addition of the YZFR3 super sports model launched recently. Further, the company went
aggressive on the dealership expansion drive across the nation.The company sold 61,440 units
in August 2015 as against 53,242 units sold in August last year in the domestic market thereby
registering a domestic sales growth of 15%.
New Development:
The much awaited YZF-R3 sports model from Yamaha hits the Indian Roads.
India Yamaha Motor Pvt. Ltd, today, launched yet another exciting offering - the YZF-R3
sports model.Yamaha Motor India Sales brings new Saluto with Disk Brake in Vibrant new
colors.
India Yamaha Motor Pvt. Ltd. (IYM), today announced the launch of its fascinating new
scooter 'Fascino' - a new fashionable scooter with the concept "Rich & Classy Modern Retro"
design for the Indian Market. Yamaha strengthens the 125cc segment with the launch of the
Economical and Practical - 'Saluto
22
SHOWROOM
CHAPTER 04: INTERNSHIP

OUTCOMES AND CONCLUSION
23
SHOWROOM
CHAPTER IV: INTERNSHIP OUTCOMES AND CONCLUSION
DATA ANALYSIS:
Methodology
Primary data collection: For primary data collection we designed a questionnaire to survey
various dealers and consumers. The objective of survey was to understand the consumer
preferences among various brands of motorcycles available in the market and the factors
affecting consumer buying process. The sample size for the survey was around 40-50.
Secondary data collection: Internet was the major source for secondary data. Apart from
understanding the bike industry in general and Bajaj in specific, our major task was to analyse
the consumer demand for Bajaj’s PULSAR’s brand and project the future sales for the
company. We have used the trend projection and exponential forecasting technique to predict
the sales.
FINDINGS OF THE STUDY:
The study reveals that majority of the customers age was between 18years to 29 years. The
target customers were mainly in middle class as well as upper middle class income group. Most
of the customers of Yamaha Two Wheelers were students and employees. Most of the
customers were employees followed by students. Out of total customers 40% of the customers
were graduates and only few customers were under graduates.
R15,FZS,SZX,SZR,Saluto,YBX,Crux,Facino,Ray z, Alpha are the brands mostly preferred by

Yamaha Motors Ltd. The Yamaha Two-Wheelers are mainly preferred because of the look &
style and brand image. Majority of the customers were self-influenced to purchase Yamaha
Two- Wheelers. The main reason to choose Yamaha Motors Ltd to buy their two wheeler was
due to their excellence service. Most of the customers of Yamaha Motors Ltd were satisfied
with their Two-Wheeler. Some people were not satisfied because spare parts costs are very
high and price of vehicle is also very high. Majority of customers rated good for service offered
by the Yamaha Motors Ltd. Majority of the customers of Yamaha Motors Ltd stated that the
future of the two-wheeler industry would be good.
24
SHOWROOM
CONCLUSION:
The study which we conducted on the two wheeler automobile sector is a very important topic
of automobile sector. Two wheeler automobile sector is the backbone of the automobile sector
in India. After deep research, analysis and getting information about companies as formulated
that the two wheeler automobile companies achieved success in the market. Throughout the
study we found the Two wheeler manufacturer having very new and modern technology in
their bikes, they have a good market share in India, many of MNC's like Honda, Yamaha
,Suzuki are also giving large competition. Concluding the performance of the company related
to two wheeler sector in India, getting their market share and growth and what are services
they are providing after sales. Hero Honda has managed to put in spectacular performance
going from strength despite increase in competition; the company's sales have witnessed an
uptrend, registering an average growth of 42% in the three years under review. Hero Honda
has managed to achieve this because its strong brand image and proven product quality
underpinned the performance growth in recent years. Apart from the strong brand "splendor"
the company's performance across the spectrum of the motorcycle market helped it exploit the
growing demand for 4-stroke motorcycle. At the lower end the company has CD 100 SS at
middle level splendor, passion and Dawn the CBZ Extreme/ Karizma range is targeted at
premium segment. Some years back Hero Honda are getting stiff competition because of Bajaj,
TVS and Yamaha have a presence in 125cc bikes segments where Hero Honda has not any
presence in this segment. Now this gap is filling up by Hero Honda's new Splendor NXG,
Glamour. But still there is a gap between 150cc to 225cc segment which is most preferable
segment by youth today. With newer and better models are coming up customer has better and
bigger choices to choose from. It is the competition on various aspects such as price, design
technology, after sales services and even purchases offers, which provides to both buyer and
seller. Even many dealers are in view that today Hero Honda and Bajaj, thrives on competition.
Right now it seems that the real war is between Hero Honda and Bajaj auto. But one cannot
discount the fact that there are other players, who are gaining strength day by day
25
SHOWROOM
SUGGESTIONS:
It is very hard to hold the pulse of a customer in the market. Customer’s satisfaction is different
for different people at different situations; the following were some of the suggestions given
to the Yamaha Motors Ltd to improve the sales of Yamaha Two –Wheelers. The cost of
accessories & spare parts of Yamaha Two-wheelers should be reduced. As a promotional
measure, Yamaha Motors Ltd may go for free service camps. This will increase the customer’s
loyalty. Cost of the Two-Wheelers is little bit high as compared to others. The sales have to be
motivated by providing better incentives. Direct contact with potential customer and explaining
the strength has and advantages by using their products will help in increasing the sales of the
company. As the location of the show room is ideally located with middle class population,
Yamaha Motors Ltd should try to give more advertisements in newspaper, bill boards in that
area to enable easy recall of the people for Yamaha Motors Ltd. It should conduct road shows
in colleges. Yamaha Motors Ltd. should constantly keep in touch with its customers and inform
them about the latest models/ finance schemes. It should employ Marketing Executives to go
and tap the Industrial belt employees rather than wait for customers to come to Yamaha;
Yamaha should go to prospective customers with the help of integrated market efforts. Yamaha
Motors Ltd. should track the movement of spare-parts and stock spare parts in advance
otherwise the fake parts would become popular. Yamaha Motors Ltd. should setup sub dealers
in remote localities in the area. Yamaha should conduct road shows in nearby districts.
BIBLIOGRAPHY:
BOOKS:
➢ Kotler Philip, Keller Lane Kvin "Marketing Management" 12th edition Pearson Education.
➢ Ramaswamy V.S., Namakumari S. "Marketing Management" 3rdedition 2020 Macmillan

Publications.
➢ Kumar Arun, Minakshi N. "Marketing Management" Vikash Publication 1st edition 2023.
➢ Kolter Philip, Koshy Abraham, "Marketin Management" 13thedition Pearson Education.
26
SHOWROOM
WEBSITES:
➢ www.google.com
➢ www.wiki.com
➢ www.yahoo.com
➢ www.yamahamotorindia.com
27

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CERTIFICATE OF INTERNSHIP

Internship, Mr. PREM KUMART A worked in sales.

1. Market research and analysis

2. Sales support and coordination

3. Supply bikes and services to customers

Beside Bharath Gas Agency,

M. G Road, Chinthamani, (AUTHORIZED SEAL &SIGN)

(IN THE COLLEGE LETTER HEAD)

ROYAL DEGREE COLLEGE, CHIKKABALAPUR, [D]

This is to certify that Mr. PREM KUMAR T bearing Registered No.U19CO21C0190

He has prepared Internship report entitled “A Study on CUSTOMER SATISFACTION

[Seal & Signature]

Firstly, I would like to express my sincere appreciation to

Mr. SRINATH Stores Head of YAMAHA SHOWROOM Chinthamani

I am also deeply grateful to our faculty coordinator, NAVEEN and our

Lastly, I would like to express my profound gratitude to all individuals

3 Description of the 9-13

4 Experiential Learning 15-22

5 Internship Outcomes 24-25

CHAPTER 01: INTRODUCTION

Type - public company:

Industry - Automobiles industry.

Predecessor - YAMAHA MOTOR PVT LTD.

Headquarters(HQ) - Iwata and Japan

Key persons - Hiroyuki Yanagi Product - Automobiles

Returns - 410.4 Billon JPY

Net income - 22.9 Billion JPY

NEED FOR THE STUDY:

* It is a process of studying buyer satisfaction. It helps to figure long-term connection with

OBJECTIVES OF THE STUDY:

* To understand the satisfaction level of buyer towards Yamaha bike.

* To know the level of the buyer satisfaction.

* To study the marketing strategy.

SCOPE OF THE STUDY:

* The study is concerned only with Yamaha buyers.

THEORECTICAL BACKGROUND OF THE STUDY:

Ajens & Hassan (1991):

Bousch & Homer (1988):

Dailey & Femi (2000):

Donthu & Garcia (1999):

Harrison & Albertsons (2001):

Torkzadeh & Dillion (2010).

CHAPTER 02: DESCRIPTION OF

Profile Of The Organization:

The other Yamaha Motor Group Companies in India include:

CORPORATE SOCIAL RESPONSIBILITY POLICY:

Corporate Social Responsibility (CSR) is strongly connected with the principles of

OVERVIEW - INDIAN AUTOMOBILE INDUSTRY

About India Yamaha Motor Pvt. Ltd:

Frank & Fair Organization:

CHAPTER 03: EXPERIENTIAL

➢ To determine the factors influencing the choice of customers regarding bikes

➢ To know the market scenario of second hand bike industry.

SCOPE OF THE STUDY:

Quantitative research is generally associated with the positivist/post positivist paradigm. It

Research included gathering both primary and secondary data.

➢ The sample size is small due to the specified reasons.

➢ Findings are based on sample survey.

KEY FACTORS AFFECTING THE SALES OF MOTORCYCLES:

SIX COMPETITIVE ADVANTAGES THROUGH CUSTOMER

New product innovation

One stops shopping

INDIA YAMAHA MOTOR REPORTS 15% DOMESTIC SALES GROWTH IN