A STUDY ON CUSTOMER

SATISFACTION OF HERO
HONDA CUSTOMERS
Prepared By:
Sijo Nath
Sudheesh.M.S
SYNOPSIS
Topic: A STUDY ON CUSTOMER
SATISFACTION OF HERO
HONDA CUSTOMERS
 Preamble
 Customer Satisfaction
◦ Is a measure of how product and services supplied
by a company meet or surpass customer
expectation
◦ It is a key performance indicator
 Key element of Business strategy
◦ In a competitive market place business compete
for customers
 Objectives
1. To study whether the customers of Hero
Honda 100cc Motorcycles are satisfied with
their product.
2. To derive the factors influencing a
satisfactory owning experience.
3. To study the company’s customer retention
programme
 Scope

 Customer satisfaction of Hero Honda 100cc

Motorcycle owners

 Study will be conducted in Alappuzha

 SIGNIFICANCE
 Two wheeler market is highly competitive,
whether Hero Honda’s customer loyalty
programme helps them to retain their market
leadership.
 VARIABLES EVALUATED
 Value for money
 Performance of the motor bike

◦ Mileage
◦ Power
◦ Safety factors
 Design of the bike
◦ Seating
◦ Instruments mounted are in convenient places
◦ Gear shifting
 After sales services
◦ Timely delivery after the service
◦ Availability of the spare parts
◦ Improvement in performance
◦ Knowledge of the service engineer
◦ Tool kit
 Conti…..
 How often you ride the bike
 Is there any health problems
 Back pain
 Research Methodology
 Research
◦ deals with application and utilisation of data
considering the research data, the study has
devised the survey method.

 Research conducted will be DESCRIPTIVE in

nature
Methods of data collection
 Two types of data collection methods are
used for this study
◦ Primary Data
 The data is collected primarily through interview with
structured Questionnaire on the topic under study
◦ Secondary Data
 Secondary data are those data which are collected from
published or unpublished sources
 Research Methods
 Sampling Size
◦ The number of sample units selected from the
population is called samples size
◦ The study has conducted among 30 customers of
Hero Honda

 Sampling Procedure
◦ Convenience Sampling is used
 Questionnaire
◦ Is a list of questions asked to the respondents by the
investigator for collecting the relevant data.
 In-Depth Interview
◦ Asking relevant questions to the respondents by
the investigator to collect data

 Scale Used
 Ratio Scaling
 Nominal Scaling
 Limitations of the study

1. The size of sample selected is relatively

small and that limits the scope of the study.
2. The study will be conducted within a short
period.
3. The response of the customer might be
incomplete.
4. Study is limited to Alappuzha only.
 Chapterisation
 The study has been organised into the
following chapters.

Chapter 1 – Introduction

Chapter 2 – Review of Literature

Chapter 3 – Customer Satisfaction of Hero

Honda customers
Chapter 4 – Analysis and interpretation of data

Chapter 5 – Findings, Suggestions and

Conclusion
Thank You