Presentation on customer

satisfaction of
Hero Honda Service
Definition of customer satisfaction:

“The extent to which a customer’s

expectations of product quality, service
quality, and price are met”.
Industry Profile:
 India has the largest number of two wheeler in the world
with 41.6 million vehicles. India has a mix of 30 percent
automobile and 70 % two wheeler in the country.
 India was the second largest two wheeler manufacture in the
world starring in 1950’s with the British automobiles product
of India (API) that manufactured the scooter.
 The Indian two-wheeler industry is dominated by three
players, Bajaj, Hero Honda and TVS Suzuki, who account for
80 percent of the total two-wheeler market.
 Hero Honda is the market leader in the motorcycles segment
and in the segment of mopeds.
Market Share of Two-Wheelers in
India:

Hero Honda
Bajaj
TVS
Yamaha
LML
Kinetic
Royal Enfield
Majetic
Company Profile:
 “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 company, India.
 25-years old joint venture with Japan’s Honda Motor,
deadline in 2014.
 A popular advertising campaign based on the slogan 'Fill it -
Shut it - Forget it' that emphasized the motorcycle's fuel
efficiency helped the company grow at a double-digit pace
since inception.
 Hero Honda has three manufacturing facilities based at
Dharuhera and Gurgaon in Haryana and at Haridwar in
Uttarakhand. These plants together are capable of churning
out 3.9 million bikes per year.
 Hero Honda's has a large sales and service network with over
3,000 dealerships and service points across India.
Product Profile:
 Achiever
 Ambition 133, Ambition 135
 CBZ, CBZ Star, CBZ Xtreme
 CD 100, CD 100 SS, CD Dawn, CD Deluxe, CD Deluxe (Self Start)
 Glamour, Glamour F.I
 Hunk
 Joy
 Karizma, Karizma R, Karizma ZMR FI
 Passion, Passion+, Passion Pro
 Pleasure
 Street
 Splendor, Splendor+, Splendor+ (Limited Edition), Super
Splendor, Splendor NXG
CUSTOMER SERVICE:
 Hero Honda keeps on taking always-new
initiatives to maintain its leadership on service as
well as enhance customer satisfaction level on an
ongoing basis. Some of the new initiatives related
to customer service are as follows: -
 · Service Advisors at Dealerships
· Service Plus Scheme for customers
· Automated Mobile Service Workshops
· Mega Millennium Camps
· On the Job Training Programmes
Need for study:
 To know the service efficiency of the Hero Honda
company.
 To know the customer satisfaction regarding the
service provided by the Hero Honda Service
Centre.
Scope of the Study:
 The main scope of the study is limited to Nellore
city.
 It also analysis the benefits accruing to the
company as a result of those service.
 This study has been made to find the level of
satisfaction of Customer regarding the service
provided by the Hero Honda Company.
Objectives of Customer Satisfaction:
 To determine the factors influencing
customers satisfaction regarding service.
 To know the expectations and requirements of
all customers regarding service.
 Determining how well the company is satisfying
these expectations and requirements.
 To find the service standards of the company.
 To give the appropriate suggestion to the
company regarding their performances.
RESEARCH METHODOLOGY:

 DATA COLLECTION METHODS

• Primary Data
• Secondary Data

 STATISTICAL TOOL:

• Percentage Method
LMITATIONS OF STUDY:
 When the Customers are busy we can’t get
accurate data from them.
 According to the time limit of my project I
covered only some areas in Nellore city.
 During survey some respondents may not
give answer in proper manner.
DATA ANALYSIS
1.How the customers are rating the
technology used in the service centre?

TECHNOLOGY USED IN SERVICE CENTRE

120
100
80
60
40
20
0
excellent verygood good fair poor

no of respondents % of respondents
2.How the customers are rating the
quality of services provided by the
service centre?

QUALITY OF SERVICES PROVIDED

120
100
80
60
40
20
0
excellent verygood good fair poor

no of respondents % of respondents
Findings:
Findings:
 Mostly people between 21-30 yrs(36.7%) are using two-
wheelers.
 52.5% of people are visiting service centre whenever
needed.
 48.3% of customers felt that man power quality of service
centre is good.
 57.5% of customers felt that technology used in the
service centre is good.
 60% of customers are satisfied with the work done on
their vehicles.
 38.3% of customers felt that quality of service provided
by the service centre is good.
 46.7% of customers are satisfied with the overall service
experience at the service centre.
Suggestions:
 Service centre has to recruit skilled man
power for service.
 More service centers should be opened.
 Company has to open service centers in rural
areas also.
 Service centre should deliver the vehicle in
promised time.
 The price charging for service should be
economic.
 Service centre has to introduce new schemes
for old bikes too.
Conclusion
Thank you!