A
PROJECT REPORT
ON
“A STUDY OF CUSTOMER SATISFACTION ON HONDA ACTIVA”
WITH SPECIAL REFERENCE TO
“PATTANSHETTI HONDA , SANGLI”
Submitted to
BHARATI VIDYAPEETH DEEMED UNIVERSITY, PUNE
Submitted in
Partial fulfillment of the requirement
For the award of degree of
MASTER OF BUSINESS ADMINISTARTION
Submitted by
MISS. MALI VIDYA ASHOK
Under the guidance of
Dr. PRATAP. R. DESAI
Through
BHARATI VIDYAPEETH DEEMED UNIVERSITY, PUNE
INSTITUE OF MANAGEMENT AND RURAL
DEVELOPMENT ADMINISTARTION,
SANGLI
2021-22
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BHARATI VIDYAPEETH DEEMED UNIVERSITY, PUNE
INSTITUTE OF MANAGEMENT AND RURAL DEVLOPMENT
ADMINISTRATION, SANGLI
CERTIFICATE
This to certify that the project entitled “A STUDY OF CUSTOMER SATISFACTION ON
HONDA ACTIVA” With special reference to “PATTANSHETTI HONDA, SANGLI” is a bona fide
work prepared by MISS. SNEHA SHANKAR MANE, under my guidance and direct supervision
and submitted to BHARATI VIDYAPEETH DEEMED UNIVERSITY, PUNE as a partial fulfillment
of the award of MASTER OF BUSINESS ADMINISTARTION.
To the best of my knowledge and belief, the matter presented in this report has not
been submitted earlier for the award of MBA or any other course of BHARATI VIDYAPEETH
DEEMED UNIVERSITY, PUNE or any other university.
Place:
Date:
Dr. PALLAVI JAMSANDEKAR
Director
Dr. P.R. DESAI
H. O. D.
Dr. P.R. DESAI
Project Guide
Internal Examiner:External Examiner:-
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DECLARATION
To,
THE DIRECTOR,
BHARATI VIDYAPEETH DEEMED UNIVERSITY, PUNE
INSTITUTE OF MANAGEMENT AND RURAL DEVELOPMENT ADMINISTRATION,
SANGLI
Respected sir,
I, Mali vidya ashok the undersigned hereby declare that the project report which is
entitled “A CUSTOMER SATISFACTON ON HONDA ACTIVA” with special reference to
“ PATTANSHETTI HONDA, SANGLI ” Written and submitted by me under the guidance of
Dr. PRATAP .R. Desai sir is my original work.
The information given in this report is based on the data collected by me during the
course of the project work. I have not copied from any other project report submitted for a
similar purpose.
I understand that any such copying liable to be punished in a way the institute
authorities deem fit.
PLACE:- SANGLI
DATE:-
MISS. MALI VIDYA ASHOK
ACKNOWLEDGEMENT
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It is indeed a pleasure to acknowledge the contribution of those who have helped me in
the preparation of this report.
I would like to take this opportunity to convey my gratitude and thank to the management,
officers and staff of the “PATTANSHETTI HONDA, SANGLI” and especially to Mr.
Sanjeev Pattanshetti and all the officers and staff working in the company for their kind cooperation and passion to undertake the study of their organization.
I am greatly indebted to my organizational guide Mr. Sanjeev Pattanshetti for his constant
guidance in making this project successful.
I would like to express my sincere gratitude to my research guide Dr. Pratap.R.Desai sir
honorable faculty members and staff of Bharati Vidyapeeth Deemed University, Pune for their
constant guidance and support. Finally, I wish to acknowledge the support given by my family
and friends during the course of study.
DATE:- SANGLI
PLACE: -
MISS. MALI VIDYA ASHOK
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INDEX
CHAPTERS
CHAPTER 1
CONTENTS
PAGE NO
1.1 INTRODUCTION
6-7
1.2 Need for the study
8
1.3 Objectives of the study
9
1.4 Scope of the study
10
1.5 METHODOLOGY ADOPTED
11 - 13
1.5.1 Data Collection
1.5.2 Statistical Tools
14 – 16
CHAPTER 2
REVIEW OF LITERATURE
CHAPTER 3
3.1 COMPANY PROFILE
17
3.2 Brand Portfolio
18
3.3 Product Portfolio
19 – 22
CHAPTER 4
DATA ANALYSIS AND INTERPERTATION
23 – 42
CHAPTER 5
5.1 FINDINGS
43
5.2 SUGGESTIONS
44
5.3 CONCLUSION
45
BIBLIOGRAPHY
46
ANNEXURE
47 – 49
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CHAPTER NO – 1
1.1 INTRODUCTION
The mini project report is to study the “ CUSTOMER
SATISFACTION ON HONDA ACTIVA SCOOTERS” with reference to Sangli
city. The respondents are the customers of Pattanshetti Honda , Sangli city.
The collected primary data through questionnaire has been further tabulated and
represented through pie-chart. At the end of this project , these data are interpreted
and concluded.
CUSTOMER SATISFACTION
Customer Satisfaction is a term frequently used in marketing. It is
a measure of how products and services supplied by a company meet the
customer expectation. Customer Satisfaction is defined as “ the number of
customers or percentage of total customers whose reported experience with
affirm, its products or its services(ratings) exceeds specified satisfaction goals.”
The goal for every company should be to make its customers satisfied. Satisfied
customers will come again and might stay as customers for a longer period. It is
important for the company to actually care and appreciate the customer. It is clear
that if the company can make the customer satisfied the customer will come back
again and the customers might tell to some of their friends about the good service
they got. So through satisfied customers it is possible to save in marketing
expenses.
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Customer satisfaction is the overall impression of customer about the supplier
and the products and services delivered by the supplier. Following are the
important factors that could affect customer satisfaction:
▪
Department wise capability of the supplier.
▪
Technological and engineering or re-engineering aspects of products and
services.
▪
Type and quality of response provided by the supplier.
▪
Supplier’s capability to commit on deadlines and how efficiently they are
met.
▪
Customer service provided by the supplier.
▪
Complaint management.
▪
Cost, quality, performance and efficiency of the product.
▪
Supplier’s personal facets like etiquettes and friendliness.
▪
Supplier’s ability to manage whole customer life cycle.
▪
Compatible and hassle free functions and operations.
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1.2 NEED FOR THE STUDY
The necessity for studying customer satisfaction arises because of the fact that in
today’s dynamic environment customers are the king and it is the customer who
determines the success or failure of any business organization. Customer
satisfaction leads to customer loyalty and product repurchase which is essential
for sustainability of any organization. This in turn enables the company to
enhance its stringent competitiveness in the auto components market.
• To know the satisfaction level of customers on HONDA ACTIVA in Sangli.
• To know the grievances of customer while using HONDA ACTIVA.
• The purpose of this study is to identify the customer behavior, customer
perception, how often they are using and what they are expecting from HONDA
ACTIVA.
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1.3 OBJECTIVES OF STUDY
The main objectives of the study are:
•
To find customer satisfaction level towards Honda Activa
•
To find out the customer satisfaction level to various groups of people towards Honda
Activa.
•
To understand the expectations and requirements of all your customers.
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1.4 SCOPE OF STUDY
•
It helps the marketer to understand the customers in the market and their expectations.
•
The study also helps the company to improve their standard of service & handle the
competition in the near future.
•
It also helps in putting in possible improvements, additions, and new strategies and
offers the customers.
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1.5 METHODOLOGY ADOPTED
Research Methodology is an essential aspect of any research or
investigation. It enables the investigator to look at the problem in a systematic, meaningful
and orderly way. This study is based on descriptive research. The data obtained from the
survey was out in a proper sequence for analysis purpose. The research design is probability
research design and is descriptive research. As such the design includes an outline of what
the researcher will do from writing the hypothesis and its operational implications to the
final analysis of data.
RESEARCH DESIGN
“The research design is the conceptual structure with in which research is conducted it consist
the blue print of the collection measurement and analysis of data”.
In this project the research design was adopted for the “Descriptive research study” the
exploratory research studies is that of formulating a problem for more operational point of
view.
The main purpose of the study was to tell the consumer satisfaction .The major emphasis was
on the discovery of the ideas and opinions of the customers at different levels in the existing
environment.
SAMPLE DESIGN
A sample design is a definite plan for obtaining a sample size from a given population. It refers
to the technique or the procedure the researcher would adopt in selecting items for the sample
.The sample design is determined before data are collected.
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RESEARCH PLAN
Sampling Unit The unit chosen for survey were related customers .
Sample Size 50
Research Instrument Questionnaire
Contact Method Through Google Forms
Sample Area Sangli city
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1.5.1 DATA COLLECTION
Data collection is an important aspect of any type of research study. The
type of information required for the study was satisfactory level of the consumers who own
Honda Activa. So data is collected through ‘personal interview method’ and some secondary
method . This method has helped in obtaining data on factors such as attitude, satisfaction level,
mode of purchase etc. by this method one can expect a reliable information, which is referred
to as quantitative research design method. The following methods were adopted for data
collection :
1. PRIMARY DATA COLLECTION
There are five useful methods for collecting data. These primary methods are
direct observation, indirect oral interviews, mailed questionnaires, schedule
method, and local agents.
2. SECONDARY DATA COLLECTION
Secondary data were collected from the following sources :
•
Books related to topic
•
Organizational Documents
•
Websites
•
Internet
1.5.2 STATISTICAL TOOLS
Statistical tools used in the project study are :
• Pie charts
• Graphs
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CHAPTER NO - 2
REVIEW OF LITERATURE
❖ Don O'Sullivan, John McCallig, (2012)2 "Customer satisfaction, earnings and firm
value", in their research the aim of this study is to examine the relationship between
customer satisfaction, earnings and firm value. A model borrowed from the accounting
literature – the Ohlson model – is used to consider the impact of customer satisfaction
on Tobin's q – a capital market-based measure of firm performance widely used in
marketing research. Data on firm performance is drawn from COMPUSTAT and
integrated with data on customer satisfaction from the American Customer Satisfaction
Index (ACSI).Results show that customer satisfaction has a positive impact on firm
value. Critically, the authors find that this impact is over and above the impact that
earnings has on firm value. They also find that customer satisfaction positively and
significantly moderates the earnings-firm value relationship. Findings are limited to
firms covered by the American Customer Satisfaction Index and subject to the
assumptions underpinning the Ohlson model. This study's demonstration of the
complementary relationship between earnings and customer satisfaction in determining
firm value should encourage managers to engage with satisfaction as a driver of
business performance and value
❖ Johra Kayeser Fatima, Mohammed Abdur Razzaque, (2013)4 "Roles of customer
involvement in rapport and satisfaction", The study investigates different roles
(antecedent, mediator and moderator roles) of customer involvement in rapport and
satisfaction. It is also designed to reveal the comparative impact of three types of
relational benefits (confidential, social and special treatment benefits) on customer
involvement. Structural equation modeling (using Amos) is used for analyzing the data,
collected from a survey of 212 sample respondents of the private commercial banking
sector. Results suggest that customer involvement does have antecedent and mediated
influence on rapport-satisfaction link while the moderation impact of customer
involvement is not supported. In contrast, social treatment benefit is found as the most
important relational benefit for developing customer involvement in Bangladesh
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followed by confidence and special treatment benefit. Findings will assist bank
management to set effective future strategies and to manage successful relationships
with customers in order to motivate customer satisfaction with the bank. But the study
may suffer from lack of generalization and poor sample representation as it focuses on
a single country (Bangladesh) and a single industry (banking sector).The paper for the
first time attempts to reveal antecedent, mediator and moderator role of customer
involvement in rapport and satisfaction. It also identifies the level of importance among
three relational benefits for Bangladeshi bank customers.
❖ Dima Jamali, (2007)5 "A study of customer satisfaction in the context of a public
private partnership” they explored that the purpose of this paper is to present the results
of an original satisfaction survey in the context of a new public private partnership
(PPP) in the Lebanese postal sector, highlighting traditionally overlooked linkages
between PPPs, quality management and customer satisfaction. The ascendancy of PPPs
in recent years has been attributed to key drivers including greater value for money, and
enhanced service quality. However, very few studies to date have investigated the
success of service performance improvement in the PPP context, by gauging customer
satisfaction. The paper is a literature review and customer satisfaction survey. The
findings in this paper suggest a good level of satisfaction with the quality of services
received through the PPP in question but mixed results concerning the impact of
consumer characteristics on satisfaction ratings. In this paper, the relationship between
customer satisfaction and quality is reviewed. Customer satisfaction is measured in the
PPP context and a neglected dimension in customer satisfaction measurement
addressed namely, whether ratings of satisfaction vary systematically on the basis of
customer characteristics.
❖ Manuela Vega-Vazquez, María Ángeles Revilla-Camacho, Francisco J. CossíoSilva, (2013)6 "The value co-creation process as a determinant of customer
satisfaction", the purpose of their study is the greater part of the academic literature
coincides in highlighting the positive influence that consumer participation has on the
value created in service delivery. In this sense, research stands out which studies the
consumer's role as a value co-creator in the service. However, there are few studies,
which analyze the consequences of co-creation behavior from the customer perspective.
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This research aims to fill this gap. service experience. To verify the hypothesis
proposed, adults over 18 were personally interviewed. They had to be regular users of
firms in the beauty parlor and personal care sector. The data collection finished with
547 duly completed questionnaires. The SPSS 20 and AMOS 20 statistical programs
were used for the data analysis. Regarding the causal model proposed, the data confirm
the relationship set out in the hypothesis. It can therefore be stated that there is a positive
relation between value co-creation and customer satisfaction
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CHAPTER NO - 3
3.1 COMPANY PROFILE
Pattanshetti Honda , Sangli
Pattanshetti Honda has been established as Motorcycle dealer
company in Sangli , Maharashtra. Pattanshetti Honda started business in Sangli
in 2015 to provide products of Pattatnshetti Honda for all ages of people.
Pattanshetti Honda at Sangli having lots of different types of motorcycles
avaible for all types of people from boys to girls and man to woman.
Business Information
Company Name: Pattanshetti Honda
Address: S. No.127/232, Plot No – 76, “Pattanshetti Landmark” Golden Park Area,
Bypass , Madhavnagar Road, Sangli, Maharashtra . 416416.
Products: Two Wheeler Bikes & Scooters
Contact No.: 0233-2322000 ,2322001
Email Id: pattanshettihonda@gmail.com
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3.2 Brand Portfolio
• HONDA
Honda is the world's largest manufacturer of 2-wheelers. Its symbol, the Wings,
represents the company's unwavering dedication in achieving goals that are unique and above
all, conforming to international norms. These wings are now in India as Honda Motorcycle &
Scooter India Pvt. Ltd. (HMSI), a wholly owned subsidiary of Honda Motor Company Ltd.,
Japan.
Honda Activa is the first scooter model of HMSI for the Indian market. It has
revitalized the Indian scooter market after its launch in the year 2000. Within the 1st year of its
launch it has been awarded the 'Scooter of the Year' by Overdrive magazine and also the
'Readers Choice Award' for the best scooter by Auto India Magazine. The Honda Activa has
set a new standard for new era of scooters in India. It has been developed exclusively for the
Indian market after closely examining the changing lifestyles, wants and needs of the
consumers.
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3.3 PRODUCT PORTFOLIO
Honda Activa 125 :-
Honda Activa 125 is a scooter available in 5 variants and 8 colours . The Honda
Activa 125 is powered by 124cc BS6 engine which develops a power of 8.18 bhp and a torque
of 10.3Nm. with both front and rear drum brakes, Honda Activa 125 comes up with combined
braking system of both wheels. This Activa 125 scooters weighs 111kg and has a fuel tank
capacity of 5.3liters.Its seat height is about 712mm.the Activa gives the mileage of 47kmpl.
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Honda Activa 4G :-
Honda Activa 4G is a scooter with tubeless tyre type. The Honda Activa 4G is
powered by109.2ccwhich develops a power of 8bhp and a Torque of 9Nm.This Activa 4G
scooter weighs about 108 kg and has a fuel tank capacity of 5.3 litres. This scooter gives the
mileage about 50kmpl. The height of the scooter is 765mm.
The Activa 4G rides on trailing link suspensions at the front and a mmonoshock at the
rear. It gets 10-inch steel wheels at both ends shod with tubeless tyres. Brake setup consists of
130mm drum brakes front and rear . This system automatically activates the front brake every
time the rear brake is used. The Activa 4G is Available in 7 paint schemes. The Electric start
system of the scoote is about 12V DC. The Battery of the scooter is 12V,3AH .The fuel type
the scooter is petrol.
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Honda Activa 5G :-
Honda Activa 5G is a scooter available in 5 variants and 8 colours . The
Honda Activa 5G is powered by 109.19cc BS6 engine which develops a power of 7.96 bhp and
a torque of 9Nm. with both front and rear drum brakes, Honda Activa 5G comes up with
combined braking system of both wheels. This Activa 5G scooters weighs 109kg and has a fuel
tank capacity of 5.3liters.Its seat height is about 712mm.the Activa gives the mileage of
60kmpl. The Battery capacity of Activa 5G is 12V/3Ah.
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Honda Activa 6G :-
The Honda Activa 6G is powered by a109.51cc air cooled engine which produces of power.
It has a fuel tank of 5.3 litres. It is available in2 variants. The Honda Activa 6G is powered by
109.19cc BS6 engine which develops a power of 7.79 bhp and a torque of 8.79Nm. with both
front and rear drum brakes, Honda Activa 6G comes up with combined braking system of both
wheels. This Activa 6G scooters weighs 109kg and has a fuel tank capacity of 5.3liters. Its seat
height is about 712mm. The Activa gives the mileage of 60kmpl. The Battery capacity of
Activa is 12V/3Ah.
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CHAPTER NO – 4
DATA ANALYSIS & INTERPRETATION
Q.1. Gender Analysis of the usage of the Honda Activa Scooter.
Table No : 1
Gender
Respondents
Percentage (%)
Male
Female
Total
26
24
50
52
48
100
Graph No :- 1
Interpretation :-
According to the table out of 50 Respondents shows that 52% of the respondents
belongs to Male and 48% of the respondents belongs to Female.
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Q.2 . Age Group:-
Table No:- 2
Age
Respondents
Percentage
20-30
32
64
31-40
13
26
41-50
4
8
above 50
1
2
Total
50
100
Graph No:- 2
Interpretation :-
Above table and chart shows that 64% of the respondents are from 20-30 age and
26% of the respondents are from each 31-40 age group and 8% of the respondents are from 4150 age group and 1% of the respondent is above 50 age.
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Q.3. Occupation Analysis of the Customers.
Table No:- 3
Occupation
Respondents
Percentage (%)
Student
30
60
Professional
10
20
Business
6
12
Others
4
8
Total
50
100
Graph No:- 3
Interpretation :-
Above table and graph shows that 60% of the respondents are Students field ,
20% of the respondents are Professional field and 20% of the respondents are in Business
fields. There are 8% of the respondent is from other field.
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Q.4 . Monthly Family Income Analysis :-
Table No :- 4
Family Income
Respondents
Percentage (%)
less than 20,000
3
6
20,001 - 30,000
7
14
30,001 - 40,000
6
12
above 40,001
34
68
Total
50
100
Graph No:- 4
Interpretation :-
Above table and graph shows that 6% of the respondents are having less than
20,000 monthly income, 14 % of the respondents having 20,001- 30,000 and 12% of the
respondents having 30,000 - 40,001 and 68 % of the respondents having above 40,000 monthly
income.
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Q.5. Which model of Honda Activa do you presently have?
Table No:-5
Model
Respondents
Percentage (%)
Honda Activa 125
9
18
Honda Activa 4G
19
38
Honda Activa 5G
14
28
Honda Activa 6g
8
16
Total
50
100
Graph No:-5
Interpretation :Above table and graph shows that 18% of the respondents that are presently
having Honda Activa 125 Model, 38 % of respondents that are presently having Honda Activa
4G Model and 28 % of respondents that are presently having Honda Activa 5G Model and 16%
of the respondents that are presently having Honda Activa 6G Model.
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Q.6. Which feature of Honda Activa do you like ?
Table No :- 6
Feature
Respondents
Percentage (%)
Quality
16
32
Mileage
26
52
Design
3
6
Comfort
5
10
Total
50
100
Graph No :- 6
Interpretation :-
Above table and graph shows that 32% of the respondents likes the Quality feature
of Activa, 52 % of respondents likes the Mileage feature of Activa and 6 % of respondents
likes the Design feature of Activa and 10% of the respondents likes the Comfort feature of
Activa .
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Q.7 . Honda Activa provides good road grip .
Table No : 7
Road Grip
Respondents
Percentage (%)
Agree
41
82
Neutral
9
18
Disagree
0
0
Total
50
100
Graph No :- 7
Interpretation :-
Above table and graph shows that 82% of the respondents are agree with good
road grip, 18 % of the respondents are neutral with good road grip and none of the respondents
are disagree .
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Q.8 . How do you rate the design of Honda Activa ?
Table No :- 8
Design
Respondents
Percentage (%)
Excellent
17
34
Good
30
60
Average
3
6
Poor
0
0
Total
50
100
Graph No:- 8
Interpretation :Above table and graph shows that 34 % of the respondents rated design of Honda
Activa is excellent, 60 % of the respondents rated as Good, 6 % of the respondents rated as
average, and none of the respondents rated as poor.
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Q.9 . Give your response on comfort of Honda Activa .
Table No :- 9
Comfort
Respondents
Percentage (%)
Excellent
20
40
Good
26
52
Average
3
6
Poor
1
2
Total
50
100
Graph No :- 9
Interpretation :-
Above table and graph shows that 40 % of the respondents rated comfort level
is excellent, 52% of the respondents rated as Good, 6% of the respondents rated as
average, 2 % of the respondent rated as poor.
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Q.10. Give your response on mileage of Honda Activa .
Table No :- 10
Mileage
Respondents
Percentage (%)
Excellent
22
44
Good
23
46
Average
5
10
Poor
0
0
Total
50
100
Graph No :- 10
Interpretation :Above table and graph shows that 44 % of the respondents said that mileage
of Honda Activa is Excellent , 46 % of the respondents said that mileage of Activa is Good ,
10 % of the respondents said that mileage of Activa is Average and none respondents are rated
for Poor.
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Q. 11. Give your response on engine performance of Honda Activa .
Table No :- 11
Engine Performance
Respondents
Percentage (%)
Excellent
15
30
Good
35
70
Average
0
0
Poor
0
0
Total
50
100
Graph No :- 11
Interpretation :Above table and graph shows that 30 % of the respondents rated engine
performance of Honda Activa is Excellent, 70 % of the respondents rated as Good, none of
the respondents rated as Average, none of the respondent rated as poor.
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Q. 12 . Give your response on breaking system of Honda Activa .
Table No :- 12
Breaking System
Respondents
Percentage (%)
Excellent
Good
Average
Poor
Total
7
39
4
0
50
14
78
8
0
100
Graph No :- 12
Interpretation :-
Above table and graph shows that 14 % of the respondents rated the breaking
system of Honda Activa is Excellent, 78 % of the respondents rated as Good, 8 % of the
respondents rated as Average, and none of the respondents rated as poor.
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Q. 13 . . Give your response on electric start of Honda Activa .
Table No :- 13
Electric start
Respondents
Percentage (%)
Excellent
15
30
Good
25
50
Average
10
20
Poor
0
0
Total
50
100
Graph No :- 13
Interpretation :Above table and graph shows that 30 % of the respondents rated the electric
start of Honda Activa Excellent, 50 % of the respondents rated as Good, 20 % of the
respondents rated as Average, and none of the respondents rated as poor
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Q. 14 . How do you rate on pickup of Honda Activa .
Table No :- 14
Pickup
Respondents
Percentage (%)
Excellent
8
16
Good
37
74
Average
4
8
Poor
1
2
Total
50
100
Graph No :- 14
Interpretation :Above table and graph shows that 16 % of the respondents rated the pickup of
Honda Activa Excellent, 74 % of the respondents rated as Good, 8 % of the respondents rated
as Average, and 2 % of the respondents rated as poor
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Q. 15. Which feature of Honda Activa would you preferred most while
purchasing .
Table No :- 15
Feature
Respondents
Percentage (%)
Brand
8
16
Design
11
22
Mileage
19
38
Power
12
24
Total
50
100
Graph No :- 15
Interpretation :Above table and graph shows that 16 % of the respondents preferred the Brand
feature of Honda Activa while purchasing , 22 % of the respondents preferred the Design
feature , 38 % of the respondents preferred the Mileage feature and 24 % of the respondents
preferred the Power feature.
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Q. 16 . Are you comfortable while riding Honda Activa .
Table No :- 16
Comfortable while
riding
Respondents
Percentage (%)
Yes
49
98
No
1
2
Total
50
100
Graph No :- 16
Interpretation :Above table and graph shows that 98 % of the respondents respond that they
are comfortable while riding Honda Activa and 2 % of the respondents respond that they are
not comfortable while riding Honda Activa.
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Q. 17 . What are the sources that created awareness about Honda Activa ?
Table No :- 17
Sources that created
awareness
Respondents
Percentage (%)
Newspaper
16
32
Television
16
32
Showroom
18
36
Magazines
0
0
Total
50
100
Graph No :- 17
Interpretation :Above table and graph shows that 32 % of the respondents are created by the
source of Newspaper , 32 % of the respondents are created by the source of Television , 36 %
of the respondents are created by the source of Showroom and none of the respondents are
created by the source of Magazine .
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Q. 18 . How was the experience of using Honda Activa ?
Table No :- 18
Experience
Respondents
Percentage (%)
Excellent
12
24
Good
34
68
Satisfactory
3
6
Not good
1
2
Total
50
100
Graph No :- 18
Interpretation :Above table and graph shows that 24 % of the respondents have Excellent
experience of using Honda Activa , 68 % of the respondents have Good experience of using
Honda Activa , 6 % respondents have Satisfactory experience of using Honda Activa and 2 %
respondents had not good experience .
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Q. 19 . What is the one thing you would like to improve in Honda Activa ?
Table No :- 19
Improvement
Respondents
Percentage (%)
Look
18
36
Mileage
8
16
Speed
6
12
No need of change
18
36
Total
50
100
Graph No :- 19
Interpretation :Above table and graph shows that 36 % of the respondents like the change in
look of Honda Activa , 16 % of the respondents like the improvement in mileage , 12% of
respondents like the improvement in the speed and 36 % of respondents doesn’t need any
change .
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Q. 20 . Overall Satisfaction with regards to the use of Honda Activa ?
Table No :- 20
Overall Satisfaction of
Honda Activa
Respondents
Percentage (%)
Excellent
20
40
Good
26
52
Satisfactory
3
6
Not- Satisfactory
1
2
Total
50
100
Graph No :- 20
Interpretation :-
Above table and graph shows that the overall satisfaction level of 40 % of the
respondents are Excellent, 52 % of the respondents are rated as Good, 6 % of the respondents
are satisfactory, 2 % of the respondents are not satisfactory.
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CHAPTER NO – 5
FINDINGS , SUGGESTIONS AND CONCLUSIONS
5.1 FINDINGS
❖ Pattanshetti Honda Dealer Company Occupy prime position with 68% of
sample size good experience with dealers for Honda Activa two wheelers.
❖ 52 % of the customers were male and 48 % of them were female.
❖ 64 % of the customers were in the age group of 20 – 30 and 26 % of them were
in the age group of 31 - 40 .
❖ 60 % of the customers were students and 20 % of them were professionals.
❖ Indian market is full of middle class customers and most of the customers
owning Activa belonged to middle class category.
❖ 56.67% of the customers told that they would purchase another Honda Activa
in future for their family members or for their relatives.
❖ 70% of the customers said that they purchased Activa for its travelling comfort.
❖ 82 % of the customers said that they were mutually agreed with the road grip of
Honda Activa.
❖ 44 % of the customers said that the mileage of the Honda Activa is Excellent.
❖ 60% of the customers felt that the design of Honda Activa was good.
❖ 70% of the customers felt that the engine performance was good.
❖ 74% of the customers felt that the pick-up and 50% felt that the electric start of
Honda Activa was good.
❖ 36%customers got aware of Honda Activa largely through Showroom.
❖ 38%of customers preferred the mileage feature while purchasing of Honda
Activa.
❖ 98% of customers felt comforatable while riding Honda Activa.
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5.2 SUGGESTIONS
This study is aimed at analyzing customer satisfaction with sample of 50 members, which has
helped in getting an overall view of customer satisfaction towards Honda Activa considering
different criteria. It was evident from the study that most of the respondents are satisfied with
their Honda Activa. However some of the respondents were dissatisfied. Base on the study
following suggestions can be considered.
❖ Providing more techno-driven, sophisticated exteriors keeping track of present
situation.
❖ To increase the mileage efficiency
❖ To provide mobile servicing a should be able to reach the spot in case of any
breakdown
❖ To bring down the cost of spares and to improve genuinely.
❖ To change shape or body design of Omni so as to increase road safety especially during
swift turns.
❖ To give more ads on to drive slowly and safely.
❖ Sales executives should constantly review the present, the past and the future
objectives and there by evaluate their performance.
❖ Gathering and processing data through electronic data processing system there by time
spent on information evaluation feed back can be reduced.
❖ Building satisfaction: sales person should reassure the customer regarding decision
taken by him while ordering product/service.
❖ They should constantly provide adequate solutions for purchasing a product.
❖ Final buyer relation: sales personnel who are in contact with final buyer should be
courteous, friendly and competent in their jobs.
❖ Customer care is best way to build long-term relation, because they also have
emotional and psychological needs when they purchase a car.
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5.3 CONCLUSION
This study concludes that improved product and process quality will result in customer
satisfaction. The age group of the usage of the Honda Activa should increase. The overall
monthly income of the family is good of the customer. Except students others should increase
the usage of the Activa. The design feature of Honda Activa should change for the customers.
And it incorporates learned and best practices from global automotive industry leads to
additional confidence for global souring that provides a global quality system approach in the
supply chain for subcontractor development and consistency. It may result in reduction in
variation, waste and increased efficiency that provides a common language for worldwide
quality system requirements.
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BIBLIOGRAPHY
Books:
❖ Principles of Marketing Management By Philip Kotler.
❖ Research Methodology By C.R.Kothari.
Websites :
1. www.hondamotors.com
2. www.wikipedia.com
3. www.honda.com
4. www.honda2wheelersindia.com
5.
ANNEXURE
A STUDY ON “CUSTOMER SATISFACTION OF HONDA ACTIVA” IN
SANGLI CITY.
QUESTIONNAIRE
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1. Name : ____________________________
2. Gender : Male
Female
3. Age group (in years):
a) 20-30
4. Occupation
b) 31-40
c) 41-50
d) above 51
:
a) Student
b) Professional
c) Business
d) Others
5. Monthly Family Income (In Rupees) :
a) Less than 20000
b) 20001 to 30000
c) 30001 to 40000
d) Above 40000
6. Which model of Honda Activa do you presently have ?
a) Honda Activa 125
b) Honda Activa 4G
c) Honda Activa 5G
d) Honda Activa 6G
7. Which feature of Honda Activa do you like ?
a) Quality
b) Mileage
c) Design
d) Comfort
8. Honda Activa provides good road grip
a) Agree
b) Neutral
c) Disagree
9. How do you rate the design of Honda Activa scooter ?
a) Excellent
b) Good
c) Average
d) Poor
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10. Give you response on comfort of Honda Activa.
a) Excellent
b) Good
c) Average
d) Poor
c) Average
d) Poor
11. Give you response on mileage of Honda Activa .
a) Excellent
b) Good
12. Give you response on engine performance of Honda Activa .
a) Excellent
b) Good
c) Average
d) Poor
13. Give you response on breaking system of Honda Activa .
a) Excellent
b) Good
c) Average
d) Poor
14. Give you response on electric start of Honda Activa.
a) Excellent
b) Good
c) Average
d) Poor
c) Average
d) Poor
15. Give you response on pickup of Honda Activa .
a) Excellent
b) Good
16. Which feature of Honda Activa would you preferred most while purchasing ?
a) Brand
b) Design
c) Mileage
d) Power
17. Are you comfortable while riding Honda Activa ?
a) Yes
b) No
18. What are the sources that created awareness ?
a) Newspaper
b) Television
c) Showroom
d) Magazines
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19. How was the experience of using Honda Activa ?
a) Excellent
b) Good
c) Satisfactory
d) Not good
20. What is the one thing you would like to improve in Honda Activa ?
a) Look
b) Mileage
c) Speed
d) No need to change
21. Overall Satisfaction with regards to the use of Honda Activa
a) Excellent
b) Good
c) Satisfactory
d) Not-satisfactory
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