ACKNOWLEDGEMENT

I take this opportunity to place on received my

grateful thanks and sincere gratitude to all faculty
members who have gave me valuable advice and
input for my studies.
I am also thankful to my Class Counselor Prof.
Sumedha Sharma for the completion of my project
work on study on CUSTOMER PERCEPTION ABOUT
AMUL ICE-CREAM.
Last but not the least, I would like to express my
thanks to my family who inspired me to put in my
best efforts for the project report.

Date:-

Submitted By:Rahul Jadwani

(2013BBA051)

A PROJECT REPORT ON

A STUDY OF CUSTOMER RELATIONSHIP

MANAGEMENT

SUBMITTED BY

VIKRAM SUKHWANI
2013BBA073

UNDER THE GUIDANCE

Mrs. SUMEDHA SHARMA

SUBMITTED TO

JAGRAN LAKECITY UNIVERSITY

IN THE PARTIAL FULFILLMENT OF THE REQUIREMENT FOR
THE AWARD OF THE DEGREE OF BACHELOR OF BUSINESS
ADMINISTRATION (BBA).

THROUGH
SCHOOL OF MANAGEMENT, JAGRAN LAKECITY
UNIVERSITY, BHOPAL

PREFACE
This Project Report has been prepared in partial fulfillment of the
requirement of the programme B.B.A in the academic year 201516. For preparing the project Report, I have visited the Surana
Honda company during the suggested duration for the period of 30
days, to avail the necessary information. The blend of learning and
knowledge acquired during my practical studies at the Surana
Honda company is presented in this project Report.

The rationale behind visiting the Surana Honda company and

preparing the Project Report is to study of analysing the consumer
buying behavior (with special reference to bikes customers in
Bhopal )

DECLARATION
I, Dinesh Tekwani, student of BBA 6th Semester, from The Jagran
Lakecity University, Bhopal (M.P).
I, hereby declare that the Research Work entitled Consumer
buying behaviour with special reference to bikes customers in
Bhopal is an original piece of research work carried out by me
under the guidance and supervision of Mrs. Sumedha Sharma.
The information has been collected from genuine & authentic
sources. I have put in all my efforts to make this project successful
and I would feel very much grateful for having such projects in
future also. I also declare that this Research Report has not been
submitted to any other university/Institute for the award of any
degree or any professional diploma. The work has been submitted
in partial fulfillment of Bachelor of Business Administration
(BBA)
Place Bhopal
Dinesh Tekwani
BBA 6th Semester
Jagran Lakecity University
Bhopal

CERTIFICATE
This is to certify that the Project Work Title [ Consumer
buying behaviour with special reference to bikes customers in
Bhopal ] is bonafide work of [Dinesh Tekwani], [2013BBA026]
undertaken for the partial fulfillment of Bachelor Of Business
Administration (BBA) Degree of Barkatullah University under
my guidance. This project work is original and has not been
submitted earlier for the award of any degree /diploma or associate
ship of any other University/Institution.

Signature of the Guide

Name & designation

CONTENTS
Chapter-1
1. Rationale of the project (why project )
2. Objectives of the study
a. primary
b. secondary
3. Methodology
a. source of information
b sampling method
c. sampling method
d. Tools used for analysis & interpretation
e. geographical area covered
f. limitations
Chapter : 2
1. Introduction to the topic
2. Profile of the organization (Honda, Hero, Yamaha, Bajaj)
Chapter -3
Data analysis
1. Data presentation and interpretation
Chapter -4
1. Major findings
2. Conclusion &suggestions
Bibliography
References
Websites
Annexure

CHAPTER -1
RATIONALE OF THE PROJECT

Selling of any product, there is needed to build relationship with

customer. For building a relationship there is need for knowing the
customer behavior and how will be they be satisfied? This project
is undertaken to know the customer behavior & satisfaction level
for Motorcycle in Bhopal (Also through this project get awareness
that which factors affect on the selling of bike mainly in the rural
area. Because the area where project was undergoing, it is urban
area and most population income depends on business activities or
its products. There were some limitations while doing the project.
The data was collected by personal interviews of the respondents.
It was very challenging to fill up the questionnaire as most of the
population was so busy. As it was the urban

area we were

supposed to explain each and every question of the questionnaire.

Also many of them did not show any interest in filling
questionnaires.

This study will help Honda to know the most popular way by
which they are providing services and quality to the customers and
to know various customers Perceptions. From the study, we found

that, the customers were highly satisfied with the products and
service of Honda, but there were some complaints regarding after
sales service and staff of

Honda. It was found that Honda

Motorcycle is having a good brand image in the market. Most of

the respondents considered Honda showroom is one of the best
places to purchase of Motorcycle. The present is the era of
customers. Customers are more knowledgeable than ever before
and because the customer is more knowledgeable, companies must
be faster, more agile and more creative than few years ago. So
companies should strive to enhance customer satisfaction through
knowing their expectations regarding products.

Honda should

improve on their after sales support, and have knowledgeable

support staff. Also Hero Honda should increase the range of its
targeted market.

OBJECTIVES OF THE STUDY

PRIMARY OBJECTIVES :
1. To know the buying behaviour of customers while
purchasing bikes .
2. To know the market position of bike brands in the market .

SOURCES OF DATA
The sources of data collection methods are as follows.

PRIMARY DATA :
Through quesstionnare method
:-The primary data is that which details we collect first timefrom
the market and also used first time in the research. We also say that
the information is first time in the research decision. To collect the
primary data questionnaire is prepared structure non-disguise
questionnaire is prepared .

LIMITATIONS OF THE STUDY

1 . When the buyer are busy we cant get the accurate data from
them .
2. I have only covered the Bhopal customers because of less time .
3. During survey many of the respondents were not ready to fill
questtionnare

METHODOLODY

SOURCES OF DATA
The sources of data collection methods are as follows.
a) Primary data-:
:-The primary data is that which details we collect first time from
the market and also used first time in the research. We also say that
the information is first time in the research decision. To collect the
primary data questionnaire is prepared structure non-disguise
questionnaire is prepared.
Questionnaire
A questionnaire is a research instrument consisting of a series
of questions and other prompts for the purpose of gathering
information from respondents. Although they are often designed
for statistical analysis of the responses

b) sampling method -: The sampling method which was used

was random sampling method

Sampling is concerned with the selection of a subset of individuals

from within a statistical population to estimate characteristics of
the whole population. Acceptance sampling is used to determine if
a production lot of material meets the governing specifications.
Two advantages of sampling are that the cost is lower and data
collection is faster than measuring the entire population.
C) sample size-:
Sample size was taken as 30 which consists of fifteen
students and 15 professionals
D) Tools used for analysis and interpretation :Mean :
The mean is the arithmetic average of a set of values, or
distribution; however, for skewed distributions, the mean is not
necessarily the same as the middle value (median), or the most
likely (mode)
Percentage :The percentage is used while making graphs .

Graphs
Graphical representation is also being done in order to understand
the buying behaviour of consumers .

e) geographical area covered :The geographical area covered while doing the research project
was Bhopal which includes Koh e Fiza Surana Honda BGS
Honda Berasia road

LIMITATIONS OF THE STUDY

1 . When the buyer are busy we cant accurate data from customers
2. I have only covered the Bhopal customers because of less time .
3. During survey many of the respondents were not ready to fill
questtionnare

CHAPTER-II
CONSUMER BUYING BEHAVIOUR
The main aim of marketing is meet and satisfy target customers
need and wants. Buying behaviour refers to the peoples or
organization conduct activities and together with the impact of
various influence on them towards making decision on purchase of
product and service in a market. The field of consumer buying
behaviour studies how individuals roups and organization select
ideas or experience to satisfy their needs and desires understanding
consumer behaviour and knowing customer are never simple . the
wealth of products and service produced in a country make oru
economy strong . The behaviour of human being during the
purchase is being termed as buyer behaviour . Customer says one
thing but do another . They may not be I touch with their deeper
motivations . They are responding to influences that change their
mind at the last minute . A buyer makes take a decision whether
save or spend the money .

DEFINITION OF BUYING BEHAVIOUR

Buying behviour is all psychological social an physical behaviours

of potential as they become aware of potential customers as they
become aware of evaluate ,purchase, consume and tell others about
the product and service .

Consumer Buying Decision Process There are following five

stages in consumer buying decision process.
1. Problem identification:The buying process starts when the buyer recognizes a problem
or need. The need can be triggered by internal or external
stimuli.Marketers need to identify the circumstances that trigger a
particular need. By gathering information from a number of consu
mers, Marketers can identify the most frequent stimuli that spark
an interest in a product category. They can then develop marketing
strategies that trigger consumer interest.
2. Information Search:The consumer tries to collect information regarding various produc
ts/service. Through gathering information, the consumer learns
about completing brands and their features. Information may be

collected

form

magazines,

catalogues,

retailers,

friends,

familymembers, business association, commercial, chamber of co

mmerce, telephone directory, trade fair etc. Marketers should
findout the source of information and their relative degree of impor
tance to the consumes.
Personal Sources:
Family, friends, neighbor, as quittances.
Commercial Source:
Advertising, sales persons, dealers, packaging, displays.
Public sources
Mass media, consumer, rating organizations.
Experimental sources
Handling. Examine, using the product.

YAMAHA :

Yamaha Motor Company Limited , is a Japanese motorized

vehicle-producing company. Yamaha Motor is part of Yamaha
Corporation and its headquarter is located in Iwata, Shizuoka.
Along with expanding Yamaha Corporation into the world's
biggest piano maker, then Yamaha CEO Genichi Kawakami took
Yamaha into the field of motorized vehicles on July 1, 1955. The
company's intensive research into metal alloys for use in acoustic
pianos had given Yamaha wide knowledge of the making of
lightweight, yet sturdy and reliable metal constructions. This
knowledge was easily applied to the making of metal frames and
motor

parts

for

motorcycles.

Yamaha

Motor

produces motorcycles, all-terrain vehicles, boats, marine engines

including outboards, automobile engines, personal watercraft and
snowmobiles.

The Yamaha corporate logo is composed of three tuning

forks placed on top of each other in a triangular pattern.

In 2000, Toyota and Yamaha Corporation made a capital alliance in

which Toyota paid Yamaha Corporation 10.5 billion for a 5 per

cent share in Yamaha Motor Company, while Yamaha and Yamaha

Motor each bought 500,000 shares of Toyota stock in return.
Yamaha Motor Company was founded by Torakusu Yamaha (in
Japanese Yamaha Torakusu); Yamaha means "mountain leaf".

HERO:
Hero Motocorp Ltd., formerly Hero Honda, is an Indian
motorcycle and scooter manufacturer based in New Delhi, India.
Hero Honda started in 1984 as a joint venture between Hero
Cycles of India and Honda of Japan.[4] The company is the largest
two wheeler manufacturer in India.[5] The 2006 Forbes 200 Most
Respected companies list has Hero Honda Motors ranked at #108.

In 2010, when Honda decided to move out of the joint venture,

[7]

Hero Group bought the shares held by Honda. [8] Subsequently, in

August 2011 the company was renamed Hero MotoCorp with a

new corporate identity.[9] On 4 June 2012,Hero Motocorp approved
a proposal to merge the investment arm of its parent Hero
Investment Pvt. Ltd. into the automaker. The decision comes after
18 months of its split from Honda Motors.[10

BAJAJ :

Bajaj Auto Limited is an Indian auothorized vehicle-producing

company. Bajaj Auto is a part of Bajaj Group. It was founded
by Jamnalal

Bajaj at Rajasthan in

in Pune, Mumbai,

with

plants

the

1930s.

It

is

inChakan (Pune),

based
Waluj

(near Aurangabad) and Pantnagarin Uttarakhand. The oldest plant

at Akurdi (Pune) now houses the R&D centre Ahead. Bajaj Auto
makes and exports automobiles, scooters, motorcycles and auto
rickshaws.
Bajaj Auto is the worlds third-largest manufacturer of motorcycles
and the second-largest in India.
The Forbes Global 2000 list for the year 2005 ranked Bajaj Auto at
1,946.[3] It features at 1639 in Forbes 2011 list.
The company has changed its image from a scooter manufacturer
to a two-wheeler manufacturer. Its product range encompasses
scooterettes, scooters and motorcycles. Its growth has come in the
last four years after successful introduction of models in the
motorcycle segment.

HONDA :

Honda has been the world's largest motorcycle manufacturer since

1959,as well as the world's largest manufacturer ofinternal
combustion engines measured by volume, producing more than 14
million internal combustion engines each year.In 2001, Honda
became

the

manufacturer.Honda

second-largest
was

the

Japanese
eighth

largest

automobile
automobile

manufacturer in the world behind General Motors, Volkswagen

Group, Toyota, Hyundai Motor Group, Ford, Nissan, and PSA in
2011.

1.

Which brand do you prefer for bikes ?

Honda

Bajaj

Yamaha

Hero

10

12

INTERPRETATION:
BAJAJ IS BEING PREFERED BY MOST OF THE
CONSUMERS .

2.

Which bike do you find comfortable?

Honda

Bajaj

Yamaha

Hero

25

3. Which motor bike provides you with good

after sale service ?
Honda

Bajaj

Yamaha

Hero

15

4. Which motor bike brand provides you with

better mileage?
Honda

Bajaj

Yamaha

Hero

15

10

5.

Which brand provides you with more

attributes or characteristics (suspension,
macwheels , horn )
Honda

Bajaj

Yamaha

Hero

18

12

6.

Which
motor
economical?

bike

brand

is

Honda

Bajaj

Yamaha

Hero

10

17

more

7.

Which bike brand do you think is more

environment friendly?
Honda

Bajaj

Yamaha

Hero

17

8. Kindly rate the brands as per your

knowledge (1 to 4)?
Yamaha

Hero

Bajaj

Honda

12

15

9. Which brand you think provides you more

stylish bikes ?
Yamaha

Hero

Bajaj

Honda

13

10. Which bikes brand advertisement attracted

you most ?
Yamaha

Hero

Bajaj

Honda

10

SUGGESTIONS
1.Hero should introduce a low price bike .
2.For the promotion, company should make road-show that will
3.Increase the sales. The company should concentrate more on the
advertisement.
4. Honda Company should implement a new strategy to reduce the
competition and lead into the bike market.
5.As people expect more mileage per kilometer, company should
increase the mileage of the hero Honda bike.
6. Yamaha should make a sports bike like to Kawasaki Suzuki
Hyabusa bikes which can run with maximum speeds.

BIBLIOGRAPHY

Books :
1.Marketing research, G.C.Beri, Third Edition, Tata McGrawHill
Publishing Company Limited, New Delhi, 2000
2.Marketing management, Philip Kotler, Twelth (Millennium)editi
on, Prentice-Hall of India Private Limited, New Delhi, 2003

Websites
3.www.herohonda.com
4 www.honda.com
5. www.yamaha.com
6.www.bajaj.com

A STUDY ON CONSUMER BUYING BEHAVIOUR

( WITH SPECIAL REFERENCE TO MOTORBIKE
customer of Bhopal)
Questionnaire
NAME :

AGE :
CONTACT- NO :

1. Which brand do you prefer for bikes ?

1 .Honda

2.Bajaj

3. Yamaha

4. Hero

2. Which bike do you find comfortable?

1. Hero

2.Honda

3. Bajaj

4.yamaha

3. Which motor bike provides you with good after

sale service ?
1. Honda
3. Hero

2.Yamaha
4. Bajaj

4. Which motor bike brand provides you with better

mileage?
1. Honda

2. Yamaha

3. Hero

4.bajaj

5. Which brand provides you with more attributes or

characteristics (suspension, macwheels , horn )
1. Honda

2.Yamaha

3. Hero

4. Bajaj

6. Which motor bike brand is more economical?

1. Yamaha
3. Bajaj

2. Hero
4. Honda

7. Which bike brand do you think is more

environment friendly?
1. Bajaj
Hero

2.

3. Honda
Yamaha

4.

8. Kindly rate the brands as per your knowledge (1 to

4)?
1. Yamaha
2. Hero
3. Bajaj

4. Honda

9. Which brand you think provides you more stylish

bikes ?
1. Yamaha
Hero

2.

3. Bajaj
Honda

4.

10. Which bikes brand advertisement attracted you

most ?
1. Honda
Bajaj
3. Yamaha
4.Hero

2.