Sardar Main Project

Consumer Satisfaction
CHAPTER-1
INTRODUCTION
ALLAGADDA INSTITUTE OF MANAGEMENT SCIENCE, ALLAGADDA 1

INTRODUCTION
A satisfaction is a feeling of pleasure or disappointments resulting from a
product’s preview performance (or out come) in relation to his/her expectation.
Therefore satisfaction is a function of perceived performance and expectation. If the
performance matches the expectation, the consumer is satisfied.
How do buyers form their expectation? – Their expectation is influenced by their

past buying experience, friends and associates advice, information and promise of
different competitors.1994 Saturn (general motors newest car division) invited all
Saturn owners to a weekend party any its Tennessee Head quarter show up, and its
amazement 28000 Saturn owners came to the party from all over the country to
celebrate.
It is only for the satisfying it’s owners. When Consumers satisfaction from a
product other potential consumers are attracted with it and by this companies are able
to make relationship with consumers.
The Consumer is satisfied. How do buyers form their expectation? – Their

expectation is influenced by their past buying experience, friends and associates advice,
information and promise of different competitors. 1994 Saturn (general motors newest
car division) invited all Saturn owners to a weekend party any its Tennessee Head
quarter show up, and its amazement 28000 Saturn owners came to the party from all.
Consumer Value And Satisfaction

Consumer delivered value is the difference between total consumer value and
total consumer cost. Total consumer value is the bundle of benefits consumers
expected form a given product or service. Total consumer cost is the bundle of costs
consumers expect to incur in evaluation, obtaining, using and disposing.

Michael Parter of Harvard proposed the generic value chain as a tool for
identifying ways to create more consumer value. Every firm is the collection of activities
that are performed to design, produce market, deliver and support its product. The
value chain identifies nine strategically relevant activities that create value and lost in
business. This nine creating activities, which consists of five primary activities and four
supporting activities.
The primary activities present the sequence of bringing materials into business
(inbound logistics), covering them into final products (operations), shipping out the final
products (outbound logistics), marketing them (marketing and sales) and serving them
(service). The support activities are procurement, technology development; human
resource management and firm infrastructure are handled in certain specialized
departments.

RESEARCH
METHODOLOGY

RESEARCH METHODOLOGY
Statement Of The Problem
Honda is a largest auto limited in the domestic & international markets, which
manufactures 2wheelers .
Honda is not a monopoly, so more number of companies are existing and

expected to enter into the market Honda is not a monopoly, so more number of
companies are existing and expected to enter into the market Honda need to study the
consumer satisfaction to fight against other manufactures and to be leader in the
market.
So Honda wants to examine its cost and performance in each value creating
activity and to look for ways to improve the company performance in tune with the
consumer needs and make the product best suited to them. There was a crucial need to
undertake a detailed study on the consumer satisfaction with the different activities.

Need For the Study
Marketing is a kingpin of all activities pertaining to the business. Due to the

changes in political, social, legal, international environment there is a change in
marketing. Added to the above factors there is an increase in number of sellers in
almost every market leading to competition further the consumers became more alert
and are not willing to take anything for granted.
Marketing research has come in handy in almost every industry and also the
present day market is characterized by competition in every field. There is variety of
brands having various prices, the dealer as well as consumer has very wide choice of
brands to select.
It is imperative that Honda has to take care of dealers in price fluctuations &
price variations. They should make communication network that completely satisfies the
dealers needs as well as consumers & consumers effectively which create demand for
the product.

Objectives of the Study
The survey is conducted with a view to ascertain how far the customers are
satisfied by usage of HONDA SHINE vehicle and to suggest the measures for improving
the sales of the HONDA SHINE .
The details of specified objectives of the study are as follows.
 To assess the customer satisfactory level.

 To know the position of the HONDA SHINE vehicle in market.
 To study the information resources that the customers using before
Purchasing the vehicle.
 To study the opinion of customers regarding HONDA SHINE features like mileage,
Price and pick up.
 To Study customer satisfaction levels on various aspects and new features in
corporate in the bike.
 To find how customer respond to innovations.
 To study respondents other brand preferences along with the present brands.

Research Design
This is a systematic way to solve the research problem and it is important

component for the study without which researches may not be able to obtain the
format.
MEANING OF RESEARCH DESIGN
The formidable problem that follows the task of defining the research
problem is the preparation of design of the research project, popularly known as the
research design, decision regarding what, where, when, how much, by what means
concerning an inquiry of a research study constitute a research design. A research
design is the arrangement of conditions for collection and analysis of data in a manager
that aims to combine for collection and analysis of data in a manager that aims to
combine relevance to the research purpose with economy in procedure. In fact, the
research design is the conceptual structure within which research is conducted; it
constitutes the blue print for the collection. Measurement and analysis data. As such the
design includes an outline of what the researcher will do from writing the hypothesis
and its operations implications to the final analysis of data. acts and figures of
customers.
Sources Of Data
Data was collected based on two sources.
 Primary data.
 Secondary data.
Primary data
The Primary data are those information’s, which are collected afresh and for the
first time, and thus happen to be original in character. The Survey method is adopted to
collect primary data. Survey research is the systematic gathering of data from

respondents through questionnaires. A questionnaire will contain a list of questions to

be answered in the survey. Questionnaire is administered by Personal interview,
Telephone interview.
Secondary data:
The Secondary data, are those which have already been collected by some other
agency and which have already been processed. The sources of Secondary data are
Company sources, Industry Sources, Annual Reports, Journals and Brochures.
1. Research Instrument
A questionnaire is administrated to know the customer satisfaction level Hero

vehicles. Data analysis is calculated on the basis of percentages. This data is not
adequate, so survey method used to get the in depth and level of satisfaction of the
customer.
1. Sampling Process
The aggregate of all the units pertaining to a study is called population. Apart of
the population is called as Sample. The process of drawing a sample from large
population is called Sampling.
Since all the customer Hero could not be included due to a large size of
population, facilities available and the time factor, it was decided to study a sample
of total population. Sampling process is broadly divided into three categories. They
are
 Sampling unit
 Sampling size
 Sampling technique
Sampling Unit

Sampling unit for the study is customers & dealers from various parts
ALLAGADDA Town.
Sampling Size
The Sample size consists of 100 respondents of Hero splendor pro,
Sampling Technique
Non-probability, convenient sampling is adopted.
DATA ANALYSIS
1. Quantitative Analysis
The data is collected through questionnaire with regard to the perception of the
respondents. The responses were analyzed quantitatively by tabulating the responses of
each factor under questionnaire system.
2. Quantitative Analysis
The data collected through questionnaire regarding the purpose of approval and
positive and negative aspects of existing system were analyzed quantitatively and
qualitatively and references were summarized.
3. Period of the Study
The data collection took about 6 weeks and analysis of the collected data took
another one week and the report was completed in one week.

Limitations of the Study
 Sample size was not large enough to represent the entire population and was
limited.
 A more intensive study would be necessary to arrive at exact conclusions.
 The time was only 8 weeks, which was insufficient to cover every respondent.
 All the respondents did not answer each and every question in the questionnaire.
 Inferences drawn will be based on perception of the majority in the sample size
 The survey is limited to ALLAGADDA town only.

CHAPTER-2
INDUSTRY PROFILE
COMPANY PROFILE

INDUSTRY PROFILE
Around the turn of the 20th century, bicycle racing was big in the USA Bicycles
would race around big curved tracks called velodromes aided by pacing machines
powered by internal combustion engines. These pacers were made in Europe and often
broke down.
A young designer named Oscar Hedstrom built his own American pacer. He met
up with a racer named George Hendee who had his own bicycle manufacturing plant in
Springfield, MA. The two combined forces and created a bicycle powered by an engine
developed by Hedstrom. Thus was born the Hendee Manufacturing Company and the
Indian motorcycle.
They chose the name Indian since it would signify an American product. George
Hendee became known as the Big Chief (B.C.) and Oscar Hedstrom became known as
the Medicine Man. The factory was called the Wigwam and the dealer network was
called the Tribe. The company finally changed its name from the Hendee Manufacturing
Company to the Indian Motorcycle Company in 1923.The first V-twins from Indian were
produced in 1907.
Hedstrom left the company after a dispute in 1913, never to work in the motorcycle
industry again. In another dispute within the newly formed company, Hendee also left
the company in 1916. The company grew at a rapid rate but had many competitors,
most notably Harley-Davidson. Indian competed with Harley-Davidson in the
showrooms, on the tracks, and on the streets to determine which brand was better.
The second part of this article gives details about this war for bragging rights.
The war continues to this day even though Indian was to go out of business for all
intents and purposes in 1954.

Indian began making motorcycles in 1901 as the Hendee Manufacturing

Company. The first production model was in 1902 and 143 units were produced.
In 1903, 376 motorcycles were sold. It continued production through 1953 when
it no longer made the classic Indian. In 1999 Indian motorcycles were again produced
this time by the Indian Motorcycle Corporation. This was not the same company but it
did have rights to the Indian name and trademarks.
Historical Industry Development
India is the second largest manufacturer and producer of two-wheelers in the

world. It stands next only to Japan and China in terms of the number of two-wheelers
produced and domestic sales respectively.
This distinction was achieved due to variety of reasons like restrictive policy
followed by the Government of India towards the passenger car industry, rising demand
for personal transport, inefficiency in the public transportation system etc.
The Indian two-wheeler industry made a small beginning in the early 50s when
Automobile Products of India (API) started manufacturing scooters in the country. Until
1958, API and Enfield were the sole producers.
In 1948, Bajaj Auto began trading in imported Vespa scooters and three-wheelers.
Finally, in 1960, it set up a shop to manufacture technical collaboration with Piaggio of
Italy. The agreement expired in 1971.
In the initial stages, API dominated the scooter segment; Bajaj Auto later
overtook it. Although various government and private enterprises entered the fray for
scooters, the only new player that has lasted till today is LML.

Under the regulated regime, foreign companies were not allowed to operate in
India. It was a complete seller market with the waiting period for getting a scooter from
Bajaj Auto being as high as 12 years.
The motorcycles segment was no different, with only three manufacturers viz
Enfield, Ideal Jawa and Escorts. While Enfield bullet was a four-stroke bike, Jawa
andthe Rajdoot were two-stroke bikes. The motorcycle segment was initially dominated
by Enfield 350cc bikes and Escorts 175cc bike.
The two-wheeler market was opened to foreign competition in the mid-80s. And
the then market leaders - Escorts and Enfield - were caught unaware by the onslaught
of the 100cc bikes of the four Indo-Japanese joint ventures. With the availability of fuel-
efficient low power bikes, demand swelled, resulting in Hero Honda - then the only
producer of four stroke bikes (100cc category), gaining a top slot.
The first Japanese motorcycles were introduced in the early eighties. TVS Suzuki
and Hero Honda brought in the first two-stroke and four-stroke engine motorcycles
respectively. These two players initially started with assembly of CKD kits, and later on
progressed to indigenous manufacturing. In the 90s the major growth for motorcycle
segment was brought in by Japanese motorcycles, which grew at a rate of nearly 25%
CAGR in the last five years.
The industry had a smooth ride in the 50s, 60s and 70s when the Government
prohibited new entries and strictly controlled capacity expansion. The industry saw a
sudden growth in the 80s. The industry witnessed a steady growth of 14% leading to a
peak volume of 1.9mn vehicles in 1990.
The entry of Kinetic Honda in mid-eighties with a variometric scooter helped in

providing ease of use to the scooter owners. This helped in inducing youngsters and
working women, towards buying scooters, who were earlier inclined towards moped

purchases. In the 90s, this trend was reversed with theintroduction of scooterettes. In
line with this, the scooter segment has consistently lost its part of the market share in
the two-wheeler market.
In 1990, the entire automobile industry saw a drastic fall in demand. This
resulted in a decline of 15% in 1991 and 8% in 1992, resulting in a production loss of
0.4mn vehicles. Barring Hero Honda, all the major producers suffered from recession in
FY93 and FY94. Hero Honda showed a marginal decline in 1992.
The reasons for recession in the sector were the incessant rise in fuel prices,
high input costs and reduced purchasing power due to significant rise in general price
level and credit crunch in consumer financing. A factor like increased production in
1992, due to new entrants coupled with the recession in the industry resulted in
companies either reporting losses or a fall in profits.
India is one of the very few countries manufacturing three-wheelers in the world.
It is the world's largest manufacturer and seller of three-wheelers. Bajaj Auto
commands a monopoly in the domestic market with a market share of above 80%, the
rest is shared by Bajaj Tempo, Greaves Ltd and Scooters India.
The total number of registered two-wheelers and three-wheelers on road in

India, as on March 31, 1998 was 27.9mn and 1.7mn respectively. The two-wheeler
population has almost doubled in 1996 from a base of 12.6mn in 1990.
There are 7 major manufacturers in Indian two-wheeler market and Vespa is the
newest entrant, being the 8th one. Out of it, if we look at the Bajaj sales, they are
declining continuously since April 2012. Reason might be that consumers are holding
their buying decision till Pulsar 200 NS and Discover 125 ST becomes available pan
India.

Also it’s a general trend that from June to Sep sales slows down a little as many
wait till festive season to buy their set of wheels at a good deal. Total sales of Bajaj
auto stood at 318377 units for June 2012. Same is the case with Hero Motocorp. Sales
figures are declining in trend with overall sales standing at 5, 34,091 units in June. But
the momentum of Honda Motorcycles and Scooters India (HMSI) is not bothered about
these things as their sales graph continues to grow by margins.The products that might
be behind in this situation are refreshed Dio and new entrant Dream Yuga commuter.
There is slight decline in scooters demand but Dream Yuga gave wings to bike sales for
Honda, giving total sales figure of 2,26,864 units.
After acquiring Kinetic, Mahindra and Mahindra has taken two wheeler business
very seriously. With current product lineup of 3 scooters namely Duro DZ, Flyte and
Rodeo RZ (while Rodeo RZ unveiled recently, not on sale yet pan India), Mahindra has
managed decent numbers of 11201 for June 2012 with Duro DZ being the big seller.
Mahindra recently announced about 3 bikes being launched this year and Duro micro
hybrid in the pipeline, so the trend might see an upward direction.
The newest entrant Piaggio Vespa with its LX-125 has not revealed their sales
figures. But we don’t expect it to be big in numbers as this scooter is placed as a
premium offering with premium price tag. Suzuki Motorcycles India is also betting big in
Indian two wheeler arena, with two new products launched already and the Dabanng
actor endorsing it.
They have not revealed the figures for June yet but it is expected to be around
34,000 mark making quarterly figure of above 1 lakh units.It appears that, very old
player TVS has lost its grip and is losing its market share day by day. Especially the bike
market is reflecting the continuous downwards trend for them. TVS managed to sell
165,438 units in June 2012.

New RTR series has been launched recently which may reflect in next month’s
figures. Yamaha on the other side has revealed their sales figures for May and June
together as 69,316 units, taking their quarterly figure over the 1 laky mark. Impressive
figures indeed from Yamaha considering Yamaha has not yet focused on entry level
commuter motorcycle and scooter market.

COMPANY PROFILE
Honda Motor Co., Ltd
Honda Motorcycle & Scooter India Pvt. Ltd.
Honda has been the world's largest motorcycle manufacturer since 1959 as
well as the world's largest manufacturer of internal combustion engines measured by
volume, producing more than 14 million internal combustion engines each year.
Honda became the second-largest Japanese automobile manufacturer in 2001.

Honda was the eighth largest automobile manufacturer in the world behind General
Motors, Volkswagen Group, Toyota, Hyundai Motor Group, Ford, Nissan, and PSA in
2011
Honda was the first Japanese automobile manufacturer to release a

dedicated luxury brand, Acura, in 1986. Aside from their core automobile and
motorcycle businesses, Honda also manufactures garden equipment, marine engines,
personal watercraft and power generators, amongst others. Since 1986, Honda has
been involved with artificial intelligence/robotics research and released
their ASIMO robot in 2000.
They have also ventured into aerospace with the establishment of Honda
Aero Engines in 2004 and the Honda HA-420 Honda Jet, which began production in

2012. Honda has three joint-ventures in China (Honda China, Dongfeng Honda,
and Guangqi Honda).
In 2013, Honda invests about 5.7% (US$ 6.8 billion) of its revenues in
research and development. Also in 2013, Honda became the first Japanese automaker
to be a net exporter from the United States, exporting 108,705 Honda and Acura
models while importing only 88,357.
HISTORY
As a young man, Honda's founder, Soichiro Honda (Honda Sōichirō) (17

November 1906 – 5 August 1991) had an interest in automobiles. He worked as a
mechanic at the Art Shokai garage, where he tuned cars and entered them in races.
In 1937, with financing from his acquaintance Kato Shichirō, Honda

founded Tōkai Seiki (Eastern Sea Precision Machine Company) to makepiston
rings working out of the Art Shokai garage. After initial failures, Tōkai Seiki won a
contract to supply piston rings toToyota, but lost the contract due to the poor quality of
their products.
After attending engineering school without graduating, and visiting factories

around Japan to better understand Toyota's quality control processes, by 1941 Honda
was able to mass-produce piston rings acceptable to Toyota, using an automated
process that could employ even unskilled wartime laborers.
Tōkai Seiki was placed under control of the Ministry of Commerce and
Industry (called the Ministry of Munitions after 1943) at the start of World War II, and
Soichiro Honda was demoted from president to senior managing director after Toyota
took a 40% stake in the company.
Honda also aided the war effort by assisting other companies in automating the
production of military aircraft propellers The relationships Honda cultivated with
personnel at Toyota, Nakajima Aircraft Company and theImperial Japanese Navy would
be instrumental in the postwar period.

AUS B-29 bomber attack destroyed Tōkai Seiki's Yamashita plant in 1944, and the
Itawa plant collapsed in the 1945 Mikawa earthquake, and Soichiro Honda sold the
salvageable remains of the company to Toyota after the war for ¥450,000, and used
the proceeds to found the Honda Technical Research Institute in October 1946.
With a staff of 12 men working in a 16 m2 (170 sq ft) shack, they built and sold
improvised motorized bicycles, using a supply of 500 two-stroke 50 cc Tohatsu war
surplus radio generator engines. When the engines ran out, Honda began building their
own copy of the Tohatsu engine, and supplying these to customers to attach their
bicycles.
This was the Honda Model A, nicknamed the Bata Bata for the sound the engine
made. In 1949, the Honda Technical Research Institute was liquidated for ¥1,000,000,
or about US$5,000 today; these funds were used to incorporate Honda Motor Co., Ltd.
At about the same time Honda hired engineer Kihachiro Kawashima, and Takeo
Fujisawa who provided indispensable business and marketing expertise to complement
Soichiro Honda's technical bent.
The close partnership between Soichiro Honda and Fujisawa lasted until they
stepped down together in October 1973.
The first complete motorcycle, with both the frame and engine made by Honda, was
the 1949 Model D, the first Honda to go by the name Dream. Honda Motor Company
grew in a short time to become the world's largest manufacturer of motorcycles by
1964.
The first production automobile from Honda was the T360 mini pick-up truck,
which went on sale in August 1963. Powered by a small 356-cc straight-4 gasoline
engine, it was classified under the cheaper Kei car tax bracket. The first production car
from Honda was the S500 sports car, which followed the T360 into production in
October 1963. Its chain-driven rear wheels pointed to Honda's motorcycle origins.

Over the next few decades, Honda worked to expand its product line and
expanded operations and exports to numerous countries around the world. In 1986,
Honda introduced the successful Acura brand to the American market in an attempt to
gain ground in the luxury vehicle market.
The year 1991 saw the introduction of the Honda NSX supercar, the first all-
aluminum monocoque vehicle that incorporated a mid-engine V6 with variable-valve
timing.
CEO Tadashi Kume was succeeded by Nobuhiko Kawamoto in 1990. Kawamoto

was selected over Shoichiro Irimajiri, who oversaw the successful establishment of
Honda of America Manufacturing, Inc. in Marysville, Ohio. Both Kawamoto and Irimajiri
shared a friendly rivalry within Honda, and Irimajiri would resign in 1992 due to health
issues.
Following the death of Soichiro Honda and the departure of Irimajiri, Honda
found itself quickly being outpaced in product development by other Japanese
automakers and was caught off-guard by the truck and sport utility vehicle boom of the
1990s, all which took a toll on the profitability of the company.
Japanese media reported in 1992 and 1993 that Honda was at serious risk of an
unwanted and hostile takeover byMitsubishi Motors, who at the time was a larger
automaker by volume and flush with profits from their successful Pajero and Diamante.
Kawamoto acted quickly to change Honda's corporate culture, rushing through

market-driven product development that resulted in recreational vehicles such as
theOdyssey. and the CR-V, and a refocusing away from some of the numerous sedans
and coupes that were popular with Honda's engineers but not with the buying public.
The most shocking change to Honda came when Kawamoto ended Honda's
successful participation in Formula One after the 1992 season, citing costs in light of the
takeover threat from Mitsubishi as well as the desire to create a more environmentally-
friendly company image.

Later, 1995 gave rise to the Honda Aircraft Company with the goal of producing
jet aircraft under Honda's name.
Leadership
Name Years
Soichiro Honda 1948–1973
Kiyoshi Kawashima 1973–1983
Tadashi Kume 1983–1990
Nobuhiko Kawamoto 1990–1998
Hiroyuki Yoshino 1998–2003
Takeo Fukui 2003–2009
Takanobu Ito 2009—present

Product profile:
2017 Honda CB Shine Price
Model Ex-showroom Delhi Price
Honda CB Shine Drum Brake Rs. 56,034
Honda CB Shine Disc Brake Rs. 58,360
Honda CB Shine Disc Brake with CBS Rs. 61,283
Prices of the BS4 Honda CB Shine start at Rs. 56,034 (ex-showroom

Delhi). The variant with front disc brake and Honda’s Combi Braking
System (CBS) costs Rs. 61,283 (ex-showroom Delhi).
2017 Honda CB Shine Specifications
Engine Displacement 124.73cc, Single Cylinder, Air Cooled
Power 10.16 bhp @ 7500 rpm
Torque 10.30 Nm @ 5500 rpm
Transmission 4-speed
Top Speed 93 km/h
Fuel System Carburetor
Front – 80/100-18 (Tubeless)

Tyre Size
Rear – 80/100-18 (Tubeless)

Front – Drum 130 mm/Disc 240 mm

Brakes
Rear- Drum 130mm
Front – Telescopic
Suspension
Rear – Spring loaded hydraulic type
The Honda CB Shine continues with the same engine. It puts out max
power of 10.16 BHP and a peak torque of 10.30 Nm. This engine is now
BS4 compliant. The new model Honda Shine continues with the optional

front disc brake. It also benefits from Honda’s Combi Brake System or CBS.
6-spoke black alloy wheels come as standard.
2017 Honda CB Shine Mileage
Model Estimated Overall Mileage

Honda CB Shine 65 KMPL
2017 Honda CB Shine Dimensions
Length 2012 mm
Width 762 mm
Height 1090 mm
Wheelbase 1266 mm
Ground Clearance 157 mm
Kerb Weight 123 KG
Fuel Tan Capacity 10.5 L

2017 Honda CB Shine Features
 BS4 Compliant
 AHO (Automatic Headlamp on)
 New Chrome cover for exhaust muffler
 Chrome Carburettor cover
 Front Disc brakes
 Alloy wheels
 CBS (Combi Brake System)

HONDA SHINE COLOURS
 Sports Red
 Rebel Red
 Pearl Amazing White
 Mapple Brown
 Geny Grey
 Black
 Athletic Blue
Sports Red
Rebel Red

Pearl Amazing White
Mapple Brown
Geny Grey
Black

Ahtletic Blue


HONDA PRODUCTS


CHAPTER - III
REVIEW OF LITERATURE

REVIEW OF LITERATURE
Customer Satisfaction Measurement: -
A basic and effective base line customer satisfaction survey program should
focus on measuring customer perceptions of how will the company delivers on the
critical success factors and dimensions of the business as defined by the customers:
For example:
 Service Promptness
 Courtesy of Staff
 Responsiveness
Understanding of the customer problem, etc.
The findings of the company performance should be analyzed both with all customers
and by key segments of the customer population.
The essential starting point for Customer Satisfaction Measurement (CMS) is

exploratory research. Since satisfaction is about an organization’s ability. To meet
customer requirement one has to start by clarifying with customers exactly what those
requirements are. This is done through exploratory research using focus groups or one
to one depth interviews.
Two main factors determine the accuracy of CMS. The first is the asking the right
question and the second is the asking them to the right people sample of customers
which accurately reflects the customer base.

Three things decide the accuracy of a sample. They are:
 It must be representative.
 It must be randomly selected.
 It must be adequate enough.
Customer satisfaction
Satisfaction:
Satisfaction is a person’s feelings of pleasure or disappointment resulting from

comparing a product’s perceived performance (out come).
In relation to his or her expectations:
As this definition makes clear, satisfaction is a function of perceived performance and

expectations. If the performance falls short of expectations, the customer is dissatisfied.
If the performance matches the expectations, the customer is satisfied. If the
performance exceeds 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 less ready to switch. High satisfaction or delight
creates an emotional affinity with the brand, not just a rational preference. The result is
high customer loyalty.
Some of today’s most successful companies are raising expectations and

delivering performances to match. These companies are aiming for TCS-Total Customer
Satisfaction Consumers from their expectations on the basis of messages received from
sellers, friends and other information sources within organizations, customer
satisfaction ratings can have powerful effects. They focus employees on the importance
of fulfilling customers’ expectations. Furthermore, when these ratings dip, they warn of
problems that can affect sales and profitability. These metrics quantify an important

dynamic. When a brand has loyal customers, it gains positive word-of-mouth marketing,
which is both free and highly effective
Customer satisfaction:
Customer satisfaction may be defined as a qualitative measure where a customer
experiences various degrees of satisfaction until the performance of the product
matches his expectations.
Customer satisfaction with a product depends on the products performance

relative to the buyer’s expectations. If the performance of the product falls short of his
expectations the customer is dissatisfied. If the performance of the product matches his
expectations the customer is satisfied. If the performance of the product exceeds his
expectations the customer is highly satisfied .customer satisfaction can be achieved
through quality, value and service.
For a customer - centered company customer satisfaction is both a goal as

well as a major factor in the company’s success. Companies that achieve high customer
satisfaction rating must make realize that highly satisfied customer produce several
benefits to the company. They are fewer prices –sensitive and they remain customer for
the longer period .they also talk favorably to the others about the company and its
product and services.
Although customer –centered firms seek to deliver a high level of customer

satisfaction than their competitors, they do not attempt to maximize the customer
satisfaction. A company can always increase customer satisfaction by lowering the price
and increasing its services.Profitability along with customer satisfaction by improving its
manufacturing or investing on the R &D.
Satisfaction is the customer fulfillment response. It is a judgment that a product
or service feature, or the product or service itself, provides a pleasurable level of
consumption – related fulfillment.

In less technical terms, we translate these definitions to mean that satisfaction is

the customer evaluation of product or services in terms of whether that product or
service has met their needs and expectations .failure to meet needs and expectations is
assumed to result in dissatisfaction with the product or service.
In addition to a sense of fulfillment in the knowledge that one’s needs have been
met, satisfaction can also be to other types of feelings, depending on the particular
context or type of service .for example, satisfaction can be viewed as contentment –
more of a passive response that consumer may associate with services they do not
think a lot about or services that they receive routinely over time. Satisfaction may also
be associated with feelings of pleasure for services that make the consumer feel good
or associated with a sense of happiness .for those services that really surprise the
consumer in a positive way, satisfaction may delight. And in some situation where the
removal of negative lead to satisfaction, the consumer may associate a sense of relief
with satisfaction.
It is also important to recognize that although we tend measure customer

satisfaction at particular point in time as if it were static. satisfaction is dynamic
,movingtarget that may evolve overtime influenced by a Varity of factors particularly
when product usage or the service experience takes place overtime , customer
satisfaction may be highly variable depending on which point in the usage or
experience cycle one is focusing on .similarly , in the case of very new services or a
service not previously experienced ,customer ,expectations may be barely forming at
the point of initial purchase ; these expectations will solidify as the process unfolds and
consumer begins to form his or her perception through the service cycle the customer
may have a variety of different experiences some good ,some not good and each will
ultimately impact satisfaction.
The importance of customer satisfaction diminishes when a firm has increased

bargaining power. For example, cell phone plan providers, such as AT&T and Verizon,

participate in an industry that is an oligopoly, where only a few suppliers of a certain

product or service exist. As such, many cell phone plan contracts have a lot of fine print
with provisions that they would never get away if there were, say, a hundred cell phone
plan providers, because customer satisfaction would be way too low, and customers
would easily have the option of leaving for a better contract offer.
There is a substantial body of empirical literature that establishes the benefits of

customer satisfaction for firms.
7 STEPS OF CUSTOMER SATISFACTION:
1. Encourage Face-to-Face Dealings:
This is the most daunting and downright scary part of interacting with a
customer. If you're not used to this sort of thing it can be a pretty nerve-wracking
experience. Rest assured, though, it does get easier over time. It's important to meet
your customers face to face at least once or even twice during the course of a project.
My experience has shown that a client finds it easier to relate to and work with
someone they've actually met in person, rather than a vision the phone or someone
typing into an email or messenger program. When you do meet them, be calm,
confident and above all, take time to them what they need. I believe that if a potential
client spends over half the meeting doing the talking, you're well on your way to a sale.
2. Respond to Messages Promptly & Keep Your Clients Informed
This goes without saying really. We all know how annoying it is to wait days for a
response to an email or phone call. It might not always be practical to deal with all
customers' queries within the space of a few hours, but at least email or call them back
and let them know you've received their message and you'll contact them about it as

soon as possible. Even if you're not able to solve a problem right away, let the customer
knows you're working on it.
A good example of this is my Web host. They've had some trouble with server
hardware which has caused a fair bit of downtime lately. At every step along the way I
was emailed and told exactly what was going on, why things were going wrong, and
how long it would be before they were working again. They also apologised repeatedly,
which was nice. Now if they server had just gone down with no explanation I think I'd
have been pretty annoyed and may have moved my business elsewhere. But because
they took time to keep me informed, it didn't seem so bad, and I at least knew they
were doing something about the problems. That to me is a prime example of customer
service.
3. Be Friendly and Approachable
A fellow Site Pointer once told me that you Hero a smile through the phone. This
is very true. It's very important to be friendly, courteous and to make your clients feel
like you're their friend and you're there to help them out. There will be times wh
you want to beat your clients over the head repeatedly with a blunt object - it
happens to all of us. It's vital that you keep a clear head, respond to your clients'
wishes as best you can, and at all times remain polite and courteous.
4. Have a Clearly-Defined Customer Service Policy
This may not be too important when you're just starting out, but a clearly
defined customer service policy is going to save you a lot of time and effort in the long
run. If a customer has a problem, what should they do? If the first option doesn't work,
then what? Should they contact different people for billing and technical enquiries? If
they're not satisfied with any aspect of your customer service, who should they tell?

There's nothing more annoying for a client than being passed from person to
person, or not knowing who to turn to. Making sure they know exactly what to do at
each stage of their enquiry should be of utmost importance. So make sure your
customer service policy is present on your site -- and anywhere else it may be useful.
5. Attention to Detail (also known as 'The Little Niceties')
Have you ever received a Happy Birthday email or card from a company you
were a client of? Have you ever had a personalized sign-up confirmation email for a
service that you could tell was typed from scratch? These little niceties can be time
consuming and aren't always cost effective, but remember to do them.
Even if it's as small as sending a Happy Holidays email to all your customers, it's
something. It shows you care; it shows there are real people on the other end of that
screen or telephone; and most importantly, it makes the customer feel welcomed,
wanted and valued
6. Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out
Sometimes this is easier said than done! However, achieving this supreme level
of understanding with your clients will do wonders for your working relationship.
Take this as an example: you're working on the front-end for your client's exciting new
ecommerce Endeavour. You have all the images, originals and files backed up on your
desktop computer and the site is going really well. During a meeting with your client
he/she happens to mention a hard-copy brochure their internal marketing people are
developing. As if by magic, a couple of weeks later a CD-ROM arrives on their doorstep
complete with high resolution versions of all the images you've used on the site. A note
accompanies it which reads:

"Hi, you mentioned a hard-copy brochure you were working on and I wanted to provide
you with large-scale copies of the graphics I've used on the site. Hopefully you'll be able
to make use of some in your brochure."
Your client is heartily impressed, and remarks to his colleagues and friends how very
helpful and considerate his Web designers are. Meanwhile, in your office, you lay back
in your chair drinking your 7th cup of coffee that morning, safe in the knowledge this
happy customer will send several referrals your way.
7. Honor Your Promises
It's possible this is the most important point in this article. The simple message:
when you promise something, deliver. The most common example here is project
delivery dates. Clientsdon't like to be disappointed. Sometimes, something may not get
done, or you might miss a deadline through no fault of your own. Projects can be
lattechnology can fail and sub-contractors don't always deliver on time. In this case a
quick apology and assurance it'll be ready ASAP wouldn't go amiss.
Measuring Customer Satisfaction:
Much has also been written on the topic of Customer Satisfaction. We’ve all filled
out survey card, or answered a series of questions over the phone. A typical question
might look like this:

On a scale of 1 to 10, with 10 representing the highest level of satisfaction, how

would you rate our service?
In some cases, the survey can be excruciatingly long and detailed; asking
questions that border on the ridiculous.
During your recent stay, how would you rate the cleanliness of the bathroom fixtures in
your hotel room?
 Unbelievably satisfied
 Believably satisfied
 Sort of satisfied
 Sort of unsatisfied
 Damned unsatisfied
 Your hotel sucks

While such surveys can provide insights as to your perceived value, they miss the mark
when it comes to truly understanding how your customers feel – being satisfied doesn’t
necessarily equate to being happy.
The Role of Happiness:
When working with a client on a customer satisfaction project I’ll ask them if
their customers are actually happy or not. The typical response is to pull out their
latestsurvey results, point to the number at the bottom of the page (often in the high
90′s) and exclaim, “Why of course they’re happy.”
That’s when I repeat the question, and they slowly realize that happiness is not a
number, but rather a feeling. Which begs the question, “How do you know if your
customers are truly happy if you’ve never asked them?”
While it may not be practical to speak with all your customers – imagine Amazon
trying to do that – it’s an easy task to interview some of your customers each month
and find out how they really feel. And while the temptation is to target your best
customers, don’t ignore those who are not spending a lot – there may be a good reason
they’re giving the majority of their business to the competition.

What determines customer satisfaction?

Customer satisfaction is influenced by specific product or service features and
by perception of quality as suggested. Satisfaction is also influenced by customers’
emotional responses their attributions and their perception of equality.
Product and service features:

Customer satisfaction with a product or service is influenced by significantly by
the customers evaluation of product or service features research as shown that
customer of services will make trade of among different service features (for example
price level versus quality versus friendliness o f personal versus level customization).
Depending on the type of service being evaluated and critically of service.
Customer emotions:
Customer emotions can also affect their perception of satisfaction with
product and services. This emotion can be stable, pre existing emotion.
Attributions for service success failure:

Attributions – the perceived causes of event –influences perception of
satisfaction as well. When they have surprised by an out comes, consumer tend to look
for reasons and their assessment of reasons can influence their satisfaction.
National customer satisfaction indexes:

Because of the importance customer satisfaction to firms and overall quality of
life many countries have a national index that measures and tracks customer
satisfaction at a macro level. Many public policy makers believe that these measures
could and should be used as tools for evaluating the health of the nation’s economy,
along with traditional measures of productivity and price.
Customer satisfaction indexes begin to get at the quality economic output;

various more traditional economic indicators tend to focus only on quality.

The American customer satisfaction index (ACSI):

The ACSI developed by researchers at the national quality research center at the
University of Michigan, is a measure of quality of goods and services as experienced by
consumers. The measure tracks customer perceptions across 200 firms representing all
major economic sectors, including government agencies .for each company
approximately receives an ACSI score computed from its customer s perceptions of
quality, vale, satisfaction, expectations, complaints, and future loyalty.
Customer expectations of service:

Customer expectations are belief about service delivery that function as
standards or reference points against with performance is judged .because customer
compare their perception of performance with these reference points when evaluating
service quality through knowledge about customer expectations each critical service
marketers knowing what the customer expects is the first and possibly most critical step
in delivering quality service. Being wrong about what customers want can mean
expending money, time, other resources on things that do not count the customers,
being wrong cannot even mean surviving fiercely competitive market.
Customer perceptions:
How customers perceive services, how they assess whether they have
experienced quality service, and whether they are satisfied. Customer perceives
services in terms of the quality of the service and how satisfied they are overall with
their experiences.
These customer oriented terms quality and satisfaction have been focus of
attention for executives and researchers alike over the last decade or more companies
today recognized that they can complete more effectively by the distinguishing
themselves with respect to service quality and improved customer satisfaction.

Satisfaction versus service quality:

Practitioners and writers in the popular press tend to use the terms satisfaction
and quality interchangeably, but researchers to attempted be more precise about the
meanings and measurements are the two concepts, resulting in considerable debate,
consensus is growing that the two concepts fundamentally different in terms of their
underlying causes and outcomes although the certain things in common satisfaction is
generally viewed as broader concept where as service quality assessment focuses
specifically on the dimension of the services . Based on this view, perceived service
quality is component of customer satisfaction.
Methods of measuring customer satisfaction:

A companies tools for tracking and measuring the customer satisfaction range from
primitative the sophisticated methods companies use following methods to measure
how much customer satisfaction they are creating
Complaint and suggestion systems:

A customer – centered organization would be make it easy for its ease customer
who delivers suggestions and delivers many restaurants and hotels provides from guest
to report their likes and dislikes. Some companies establish customer hot line with toll
free numbers to maximize the ease with which customers can inquires, make
suggestions or complaints. This inform action flows provide these companies with many
good ideas and enable then to active more rapidly to resolve problem .
Customer satisfaction survey:
A company may not conclude that it can get a full picture of customer satisfaction
and dissatisfaction by simply running a complaint and suggestion system. Companies
cannot use complaint level as measure of customer satisfaction responsive companies
obtain a direct measure of the customer satisfaction by conducting surveys. They send

questionnaires or may phone call to random simple off they recent customers to find
out how they feel about various aspects of companies performance. They will solicit by
us view on competitors. Customer satisfaction can be measured in number of ways .it
can be measure directly how satisfied you are with service X on the following scale.
Highly dissatisfied
 Dissatisfied
 In different
 Satisfied
 Highly satisfied
Respondents can be asked as well to rate how much they expected of a certain
attributes and also how much they expected it (derived satisfied). Another method is to
ask respondents to list any problems they have had with the offer and to list an any
improvements they could suggest. (Problem analysis).
Finally, companies could ask respondent to rate various elements of the offers in terms
of importance of each element and how well the organization performed each element.
(Importance and performance ratings). The last method helps the company to know if
it performance an important element and over performing on relatively unimportant
element.
While collecting customer satisfaction data it would be useful asking

additional questions to measure the customers re purchase intension. This will
normally be high if the customer satisfaction is high. It would be use full to measure the
likely hood or willing ness to the combined the company brand to other persons. A high
positive word or mouth score indicated that the company is producing high customer
satisfaction.

Ghost shopping:
Companies can hire persons to pose as potential buyers to report their
finding on strong and weak points they experienced in buying the companies and
competitors product.
Lost customer analysis:
Companies should contact customers who have stopped buying or have switched
to another supplier to learn why this happened.
The Benefits of Customer Satisfaction

CUSTOMER SATISFICATION IMAGE:
Measuring Customer Satisfaction
Much has also been written on the topic of Customer Satisfaction. We’ve all filled
out survey card, or answered a series of questions over the phone. A typical question
might look like this:
On a scale of 1 to 10, with 10 representing the highest level of satisfaction, how

would yorate our service?

In some cases, the survey can be excruciatingly long and detailed; asking questions
that border on the ridiculous.
During your recent stay, how would you rate the cleanliness of the bathroom fixtures in
your hotel room?
 Unbelievably satisfied
 Believably satisfied
 Sort of satisfied
 Sort of unsatisfied
 Damned unsatisfied
 Your hotel sucks While such surveys can provide insights as to your
perceived value, they miss the mark when it comes to truly
understanding how your customers feel – being satisfied doesn’t
necessarily equate to being happy.

CHAPTER-4
DATA ANALYSIS
&
INTERPRETATION

1. Which colour HONDA SHINE do you own?
TABEL: 1
Colours No.of.respondents Percentage

Maroon 30 30
Black 25 25
Gold 25 25
Blue 20 20
Total 100 100
GRAPH: 1
30 30
30
25 25 25 25
25
20 20 20
15 no.of.respondents
10 percentage
5
0
maroon black
gold
blue
Interpretation
In the above analysis 25% of respondents are using black colour, 30% of
respondents are using maroon colour, 25% of respondents are using gold colour and
20% of respondents are using blue colour.

2 Q. How would you rate HONDA SHINE?
TABLE: 2
comparison No.of.respondents Percentage
EXCELLENT 13 13%
Very good 56 56%
Good 21 21%
Bad 10 10%
Total 100 100
GRAPH : 2
56 56
60
50
40
No.of.respondents
30
21 21 PERCENTAGE
20 13 13
10 10
10
0
EXCELLENT Very good Good Bad
Inference:
From the above table, 13% of respondents has given excellent ,56% of
respondents has given very good,21% of respondents has given good and 10% Of
respondents has given average . It indicates that most of the customers are satisfied
with the over all rating of Honda shine

3Q) Whether the HONDA SHINE is comfort in riding ?
TABLE: 3
option No. of. Respondents Percentage (%)
YES 76 76%
NO 24% 24%
TOTAL 100 100
GRAPH:3
100 100
100
90
80 76 76
70
60
50 Respondents
40 Percentage
30 24 24
20
10
0
Yes No Total
Inference:
The table indicates that 76% of respondents felt comfort in riding, 24% of
respondents did not feel Comfort.

4Q) Do you feel it is necessary to improve the model for HONDA SHINE?
TABLE: 4
YES 68 68%
NO 32 32%
TOTAL 100 100
GRAPH: 4
100 100
100
90
80
68 68
70
60
50 Respondents
40 32 32 Percentage
30
20
10
0
Yes No Total
Inference:
The table indicates that 68% of respondents preferred, 32% of respondents are not
preferred.

5Q). Where did you come to know about HONDA SHINE?
Table: 5
AWARNES NO.OF.RESPONDENTS PERCENTAGE
Friends 54 54 %
News papers 04 04%
Television 20 20%
Magazines 04 04%
Relatives 14 14%
Others 04 04%
total 100 100

GRAPH: 5
No. of respondents Percentage
60
54
50
54
40
30
20
20
20 14
14
10
4 4 4 4 4 4
0
Friends News papers Televisions Magazines Relatives Others
Interpretation:
In the above analysis 54% of respondents come to know about it through

friends, 4% of respondents come to know about in news papers, 20% of respondents
come to know about in television, 4% of respondents come to know about in
magazines, 14% of respondents come to know about in relatives and 4% of
respondents come to know about in others

6. How effective do you think are the HONDA SHINE ads?
Table: 6
effective NO.OF.RESPONDENTS PERCENTAGE
Highly Effective 45 45%
Effective 24 24%
No Impact 11 11%
Poor Impact 14 14%
Very Poor Impact 06 06%
total 100 100%
Graph :6
45 45
45
40
35
30 24 24
25
20 14 14
15 11 11
10 6 6
5
0
Highly Effective No Impact Poor Very Poor
Effective Impact Impact
Interpretation:
In the above analysis effective HONDA SHINE ads 45% of respondents tell highly
effective, 24 % effective, 11 % no impact, 14 % poor impact, and 6%

7Q). Did you Consider purchasing other brands before you purchased HONDA
SHINE?
TABLE 7:
YES 31 31%
NO 69 69%
TOTAL 100 100
GRAPH 7:
75 75
80
70
60
50 YES
40 NO
25 25
30
20
10
0
No. of. Respondents PERCENTAGE
Inference:
From the table, 69 of respondents are not considered purchasing other brands
before Purchased HONDA SHINE and remaining respondents are considered.

8Q) Are you satisfied with after sales service?
TABLE 8:
Satisfactory 55 55%
Unsatisfactory 45 45 %
TOTAL 100 100
GRAPH 8 :
60 55 55
50 45 45
40
Satisfactory
30
Unsatisfactory
20
10
0
Inference:
From above table 55% of the respondents moderately satisfied with after sales service.

9) How would you rate the services provided for the HONDA SHINE ?
Table :9
Very good 32 32 %
Good 20 20%
Nether good nor bad 8 8%
Bad 28 28%
Very bad 12 12%
Total 100 100%
GRAPH :09
35 32 32
28 28
30
25
20 20
20
15 12 12
8 8
10
0
Very good Good Nether good Bad Very bad
nor bad
Interpretation:
In the above analysis rate the services provided for the HONDA SHINE very good by
32%, good 20 %,nither good nor bad 8%, bad 28%, very bad 12%

10. Which of these factors were influencing while choosing HONDA SHINE?
Table: 10
Features No.of.respondents Percentage
Pick-up 30 30%
performances 35 35%
Brand image 20 20%
Durability 9 9%
Design 6 6%
Total 100 100
Graph: 10
35 35
35
30 30
30
25
20 20
20
15
9 9
10 6 6
5
0
Pick-up performances Brand image Durability Design
Interpretation:
In the above analysis most of the respondents given first preference to

performances, pick-up second, preference for brand image third , design and durability
, while purchasing HONDA SHINE

11Q) Do you recommend HONDA SHINE to your friends/relatives?
TABLE: 11
YES 75 75%
NO 25 25%
TOTAL 100 100
GRAPH: 11
75 75
80
70
60
50 YES
40 NO
25 25
30
20
10
0
Inference:
The table indicates that 82% of respondents recommended and 18% of respondents
are not recommended.

12.. What is the level of satisfaction felt on usage of the HONDA SHINE by
you?
Table :2
Highly Satisfied 60 60 %
Satisfied 32 32%
Neither Satisfied nor 8 8%

Dissatisfied
Highly Dissatisfied 0 0%
Total 100 100%
Graph : 12
60 60
60
50
40 32 32
30
20
8 8
10 0 0
0
Highly Satisfied Satisfied Neither Satisfied Highly Dissatisfied
nor Dissatisfied
Interpretation:
In the above analysis level of satisfaction felt on usage of the HONDA SHINE no of
respondents Highly Satisfied 60%, Satisfied 32 %, Neither Satisfied nor Dissatisfied 8%,
Highly dissatisfied 0%

13Q. While Comparison of HONDA SHINE with competitors?
TABLE 13:
EXCELLENT 35 35%
Very good 29 29%
Good 25 25%
Bad 11 11%
Total 100 100%
GRAPH 13 :
35 35
35
29 29
30
25 25
25
20 No.of.respondents
15 PERCENTAGE
11 11
10
0
EXCELLENT Very good Good Bad
Inference:
The table indicates that 35% of respondents are Excellent, 29% of respondents are
Very Good, 25% of respondents are Good and 11% of respondents are Average

14). In what way you are selected the HONDA SHINE s suitable for you?
Table: 14
Engine capacity 45 45%
Mileage 20 20%
Stylish 20 20%
comfortable 15 15%
Total 100 100%
GRAPH 14 :
120
100 100
100
80
60 Respondants
45 45
Percentage
40
20 20 20 20
20 15 15
0
Engine Capacity Milage Stylish Comfortable Total
Inference:
From the table it is evident that 45% of respondents are Engine Capacity, 20% of
respondents are Mileage, 20% of respondents are Stylish and 15% of respondents are
comfortable with HONDA SHINE

15). How do you feel the HONDA SHINE prices when compare to other
competitors?
TABLE: 14
Compare of prices No. of. Respondents Percentage (%)
Equal 50 50 %
High 23 23%
Low 16 16%
Can’t say 11 11%
Total 100 100%
GRAPH:14
11
16
50 Equal
High
Low
23
Can’t say
Interpretation:
In the above analysis you feel the HONDA SHINE prices when compare to other
competitors no of respondents are equal 50%, high 23% ,low 16%, can’t say 11%

16. How is the overall performance of your HONDA SHINE?
TABLE 16:
Satisfactory 84 84%
Unsatisfactory 16 16%
TOTAL 100 100
GRAPH: 16
84 84
90
80
70
60
50 Satisfactory
40 Unsatisfactory
30
16 16
20
10
0
Inference:
From the above HONDA SHINE to the 84% of respondents has been satisfactory
level and 16% of respondents have been unsatisfactory.

CHAPTER -6
 FINDINGS
 SUGGESTIONS
 CONCULSION

FINDINGS
 84% of respondents are satisfied with the overall performance of Honda Shine.
 56% of respondents stated that the price is very good, 13% stated it is excellent,
21% stated it is good and 10% stated it is average.
 44% of the respondents are aware of the Honda Shine through Advertisements /
Web Sites, 36% of the respondents are from Dealers and the remaining through
others.
 67% of the respondents not considered purchasing other brands, because of
good features of Honda Shine 76% of the respondents felt comfort in riding. 24
% of the respondent did not fill comfort.
 68% of respondent preferred 32% respondents are not preferred.
 Majority of the respondents are not satisfied with pick up of. Honda Shine
 Among the total number of respondents 55% are moderately satisfied with the
after sales service.
 Among the total number of respondents are stated that the Honda Shine is
better than other bikes.

 82% of the respondents recommends and 18% respondent not recommends to
their friends and relatives .
 64% of respondent are highly satisfied, 24% of respondents are satisfied, 8% of
respondent average, 4% of respondent this satisfied with Honda Shine
 Competitors comparing 35 % are respondents excellent, 29% of respondent are
very good, 25% respondent are good, 11 % of respondent are average .

SUGGESTIONS
 For the Hero vehicles awareness, it is necessary to improve the advertising
and promotional activities.
 The Dealers of Hero are required to reduce the delivery process time.
 The Dealers of hero are to take some more effort in providing after sales service
 It is better than the Company creates a Positive Image in the Customer mind.
Indian market is price sensitive market, so the bikes’ prices have to be in such a way
that all level of people would be attractive

CONCLUSION
Customer Servies , like any aspect of business , is a practiced art takes time and effort
to master .All you need to achieve this is to stop and switch rolls with the customer
only the motorcycle segment is excepted witness higher demand vis – a-vis supply ,
while the scooters and mopeds supply will outstrip demand . As income grow and
people feel the need to own a private means of transport, sales of two wheelers will
rise and penetration is expected to increase. The motorcycle segment will continue to
lead the demand for two wheelers in the coming years.

CHAPTER -6
ANNEXURE
 QUESTIONNAIRE
 BIBLIOGRAPHY

QUESTIONNAIRE
Respected Sir/Madam,
Is.sardar student of Allagadda Institute of Management Science, Allagadda

Iam doing project work as part of MBA. Please express your suggestions and
feedback Honda shine bike
Name : Cell:
Address:
Age :
.1. Which colour HONDA SHINE do you own? [ ]
a) Maroon b) Black c) Gold d) Blue
2q) How would you rate HONDA SHINE? [ ]
(a)Excellent (b)Very Good
(c)Good d) Average
3q) whether that is comfort in riding? [ ]
a) Yes b) No
4q) Do you feel it is necessary to improve the model fo HONDA SHINE o? [ ]
a) Yes b) No
5q) where did you hear about Honda shine? [ ]
a) Friends b) news papers c) television d) magazines e) relatives f) others
6. How effective do you think are the HONDA SHINE ads [ ]
a) Highly Effective b) Effective c) No Impact d) Poor Impact
e)Very Poor Impact

7q) did you consider purchasing other brands before purchased HONDA shine ?
A) Yes (b) No [ ]
8q) Are you satisfied with the after sales service? [ ]
a) Satisfy (b) Un-Satisfy
9) How would you rate the services provided for the HONDA SHINE [ ]
A) Very good b) Good c) Nether good nor bad d) Bad 5) Very bad
10. Which of these factors were influencing while choosing HONDA SHINE [ ]
a) Pick-up b) performances c) Brand image d) Durability e0 Design
11q) Do you recommend HONDA SHINE to your friends/relatives? [ ]
(a) Yes (b) No
12) What is the level of satisfaction felt on usage of the HONDA SHINE by you? [ ]
(a) Highly Satisfied (b) Satisfied (c) Average (d) Dis-satisfied
13q) While comparison of HONDA SHINE with competitor? [ ]
(a) Excellent (b) Very Good (c) Good (d) Average
14) In what way you are selected the Honda shine is suitable for you? [ ]
(a) Engine capacity (b) Mileage (c) Stylish (d) Comfortable
15) how is the overall performance of your Honda shine sir? [ ]
(a) Satisfactory (b) Unsatisfactory
Place:
Date: Signature

BIBLIOGRAPHY
1. David Loudon & Albert J. Della Bitta[2002] “Consumer Behaviour”
4/E TATA McGraw Hill publishing company Ltd, New Delhi.
2. G C Beri[2000], “Research Methodology”, Marketing Research 3/E,
TATA McGraw Hill publishing company Ltd, New Delhi.
3. Kotler Philip [2003], “Retailer Perception”, Marketing
Management 8/E,Prentice hall of India (pvt) Ltd, New Delhi.
WEBSITES:
WWW.HONDAMOTORS.COM
www.google.com

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Consumer Satisfaction

ALLAGADDA INSTITUTE OF MANAGEMENT SCIENCE, ALLAGADDA 1

How do buyers form their expectation? – Their expectation is influenced by their

The Consumer is satisfied. How do buyers form their expectation? – Their

Consumer Value And Satisfaction

ALLAGADDA INSTITUTE OF MANAGEMENT SCIENCE, ALLAGADDA 2

ALLAGADDA INSTITUTE OF MANAGEMENT SCIENCE, ALLAGADDA 3

ALLAGADDA INSTITUTE OF MANAGEMENT SCIENCE, ALLAGADDA 4

Statement Of The Problem

Honda is not a monopoly, so more number of companies are existing and

ALLAGADDA INSTITUTE OF MANAGEMENT SCIENCE, ALLAGADDA 5

Need For the Study

Marketing is a kingpin of all activities pertaining to the business. Due to the

ALLAGADDA INSTITUTE OF MANAGEMENT SCIENCE, ALLAGADDA 6

Objectives of the Study

the sales of the HONDA SHINE .

The details of specified objectives of the study are as follows.

 To assess the customer satisfactory level.

ALLAGADDA INSTITUTE OF MANAGEMENT SCIENCE, ALLAGADDA 7

This is a systematic way to solve the research problem and it is important

MEANING OF RESEARCH DESIGN

Data was collected based on two sources.

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respondents through questionnaires. A questionnaire will contain a list of questions to

A questionnaire is administrated to know the customer satisfaction level Hero

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The Sample size consists of 100 respondents of Hero splendor pro,

Non-probability, convenient sampling is adopted.

3. Period of the Study

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Limitations of the Study

 A more intensive study would be necessary to arrive at exact conclusions.

 The survey is limited to ALLAGADDA town only.

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Indian began making motorcycles in 1901 as the Hendee Manufacturing

Historical Industry Development

India is the second largest manufacturer and producer of two-wheelers in the

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The entry of Kinetic Honda in mid-eighties with a variometric scooter helped in

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The total number of registered two-wheelers and three-wheelers on road in

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Honda Motor Co., Ltd

Honda Motorcycle & Scooter India Pvt. Ltd.

Honda became the second-largest Japanese automobile manufacturer in 2001.

Honda was the first Japanese automobile manufacturer to release a

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As a young man, Honda's founder, Soichiro Honda (Honda Sōichirō) (17

In 1937, with financing from his acquaintance Kato Shichirō, Honda

After attending engineering school without graduating, and visiting factories

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CEO Tadashi Kume was succeeded by Nobuhiko Kawamoto in 1990. Kawamoto

Kawamoto acted quickly to change Honda's corporate culture, rushing through

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Soichiro Honda 1948–1973

Kiyoshi Kawashima 1973–1983

Tadashi Kume 1983–1990

Nobuhiko Kawamoto 1990–1998

Hiroyuki Yoshino 1998–2003