INDEX
CHAPTER
NO.
1
CHAPTER NAME
PAGE
NO.
HISTORY OF INDUSTRY
1.1
HISTORY OF INDUSTRIES
2
1.2
HISTORY OF THE COMPANY
8
1.3
COMPANY PROFILE
9
2
INTRODUCTION OF THE CUSTOMER SATISFACTION
2.1
WHAT IS MARKETING
14
2.2
MARKETING MANAGEMENT
15
2.3
CUSTOMER SATISFACTION THEORY
16
3
RESEARCH METHODOLOGY
3.1
MEANING OF THE RESEARCH
23
3.2
OBJECTIVE OF RESEARCH
24
3.3
NATURE OF RESEARCH
25
3.4
TYPES OF RESEARCH
26
3.5
RESEARCH DESIGN
27
3.6
SAMPLING DESIGN
28
3.7
METHOD OF DATA COLLECTION
34
4
DATA ANALYSIS & INTERPRETATION
39
5
LIMITATION
53
6
FINDINGS & SUGGESTIONS
54
7
CONCLUSION
56
8
BIBLIOGRAPHY
57
1
1.1 History of Two Wheeler Industries
The market of two-wheeler is very wide and because of technology, new
product (two- wheeler) with new feature is introduced day by day. The level of
competition is also very high in two wheeler’s market. So, because of this
competition the companies have to invest much more in research area for survival
and success. The invention of the first two-wheeler is a much-discussable issue.
"Who invented the first motorcycle?" this seems like a simple question, but the
answer is quite complicated.
Two-wheelers originated from the "safety" bicycle that is the bicycles with front
and rear wheels of the same size with a pedal crank mechanism to drive the rear
wheel. Those bicycles, in turn origin from high-wheel bicycles The high-wheelers
origin from an early type of pushbike, without pedals, propelled by the rider's feet
pushing against the ground These appeared around 1800, used iron-banded wagon
wheels, and were called "bone-crushers," both for their jarring ride, and their
tendency to toss their riders.
Edward Butler, an Englishman, built the first motor tricycle in 1884. The first
gasoline-engine motorcycle to appear publicly was built by Gottlieb Daimler, of Bad
Cannstatt, Germany, in 1885.
Gottlieb Daimler, who later teamed up with Karl Benz to form the Daimler-Benz
Corporation is credited with building the first motorcycle in 1885, one wheel in the
front and one in the back, although it had a smaller spring-loaded outrigger wheel on
each side.
It was constructed mostly of wood, the wheels were of the iron-banded
wooden-spooked wagon-type, and it definitely had a "bone-crusher" chassis!
This two-wheeler was powered by a single-cylinder Otto-cycle engine, and
may have had a spray-type carburetor.
2
One of this type of machine was demonstrated at fairs and circuses in the
eastern US in 1867. The first practical engines and motorcycles were designed by
the French and Belgians, followed by British, German, Italian, and American makers.
The popularity of the vehicle increased, especially after 1910. During World
War FIRST the motorcycle was used by all branches of the armed forces in Europe,
principally for dispatching. After the war it enjoyed a sport craze until the Great
Depression began in 1929. After World War II motorcycles are being used for highspeed touring and sport competitions.
During the 1950s with the help of Western Europe and parts of the United
States, the development of a new type of vehicle that is light weighted motorcycle is
become possible, later on it is known as moped. The first moped Originating in
Germany as a 50-cubic-centimetre machine with simple controls and low initial cost,
it was largely free of licensing and insurance regulations except in Great Britain.
The more sophisticated motor scooter originated in Italy after World War II,
led by manufacture of a 125-cubic-centimetre model. Even with strong competition
from West Germany, France, Austria, and Britain, the Italian scooters maintained the
leading position in the diminishing market
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 started manufacturing scooters in the country.
In 1948, Bajaj Auto began trading in imported Vespa scooters and threewheelers. Finally, in 1960, it set up a shop to manufacture them in technical
collaboration with Piaggio of Italy. The agreement expired in 1971.
3
In the initial stages, Automobile Products of India (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.
Because of government regulation, foreign companies were not allowed to
operate in Indian market. It was a complete seller market with the waiting period for
getting a scooter from Bajaj Auto being as high as 12 years.
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.
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 Indian government regulations changed and permitted foreign companies
to enter the Indian market through minority joint ventures. The two-wheeler market
changed with four Indo-Japanese joint ventures: Hero Honda, TVS Suzuki, Bajaj
Kawasaki and Kinetic Honda. The entry of these foreign companies changed the
Indian market dynamics from the supply side to the demand side. With a larger
selection of two-wheelers on the Indian market, consumers started to gain influence
over the products they bought and raised higher customer expectations. The industry
produced more models, styling options, prices, and different fuel efficiencies. The
foreign companies new technologies helped make the products more reliable and
with better quality. Indian companies had to change to keep up with their global
counterparts.
The industry had a smooth ride in the 50s, 60s and 70s when the Government
prohibited new entries and strictly controlled capacity expansion. The Indian two-
4
wheeler industry made a small beginning in the early 50s when Automobile Products
of India started manufacturing scooters in the country. The industry saw a sudden
growth in the 80s. Till mid 1980, there was very little choice before the Indian
customers as far as motorcycle were concerned. It was limited to a few models,
which were technologically outdated and less fuel-efficient.
The two-wheeler market was opened to foreign competition in the mid-80s.
And then the market leaders - Escorts and Enfield - were caught unaware by the
attack of the 100cc bikes of the four Indo-Japanese joint ventures. With the new
feature 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.
5
Joint venture in the Indian two-wheeler industry
Indian
Foreign
First model
companies
collaborators
Year
Bajaj auto
Kawasaki-Japan
1986
KB100
TVS motors
Suzuki- Japan
1983
Ind-suzuki
Kinetic motors
Honda motor-Japan
1985
KH100
Hero motors
Honda motor-Japan
1984
CD 100
Escorts
Yamaha motor-
1985
RX 100
1984
Vespa/scooter
Japan
LML
Piggio-italy
The days are gone when the Indian companies had to depend on foreign
partners for technological help. Now a day the Indian companies are technologically
strong enough. Success in the domestic market promoted some of the leading Indian
companies such as Bajaj Auto and TVS Motors to set up manufacturing facilities in
the immensely competitive south East Asian and Latin American market.
India has the largest number of two wheelers in the world with around 41.6
million vehicles. India has a mix of 30 percent automobiles and 70 percent two
wheelers in the country.
The two-wheeler market was opened to foreign competition in the mid-80s.
And then the market leaders - Escorts and Enfield - were caught unaware by the
attack of the 100cc bikes of the four Indo-Japanese joint ventures. With the new
feature 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.
6
The entry of Kinetic Honda in mid-eighties with a barometric 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 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.
Excluding Hero Honda, all the major producers suffered from recession. Hero
Honda showed a marginal decline in 1992.The reasons for recession in the sector
were the constant rise in fuel prices, high input costs and reduced purchasing power
due to significant rise in general price level and credit crisis in consumer financing.
Factors like increased production in 1992, due to new entrants joined with the
recession in the industry resulted in companies either reporting losses or a fall in
profits.
7
1.2 History of Company
The Group Chairman, Mr. Brijmohan Lall has actively looked at diversification.
A considerable level of vertical integration in its manufacturing activities has been
present in the Group's growth and led to the establishment of the Hero Cycles Cold
Rolling Division, Munjal and Sunbeam Castings, Munjal Auto Components and
Munjal Showa Limited amongst other component-manufacturing units.
Expansion into the automotive segment started with the setting up of Majestic
Auto Limited, where the first moped designed entirely in India, Hero Majestic, went
into commercial production in 1978. Hero Motors, in collaboration with Steyr Daimler
Puch of Austria introduced the which introduced another moped, the Hero Puch, in
1980. Hero Honda Motors was established in 1984 to manufacture 100 cc
motorcycles.
8
1.3 Company Profile
“Hero” is the brand name used by the Munjal brothers for their flagship
company Hero Cycles Ltd. A joint venture between the Hero Group and Honda
Motor Company was established in 1984 as the Hero Honda company, India.
During the 1980s, the company introduced motorcycles that were popular in
India for their fuel economy and low cost. A popular advertising campaign based on
the slogan 'Fill it - Shut it - Forget it' that emphasized the motorcycle's fuel efficiency
helped the company grow at a double-digit pace since inception.
Hero Honda has three manufacturing facilities based at Dharuhera and
Gurgaon in Haryana and at Haridwar in Uttarakhand. These plants together are
capable of churning out 3.9 million bikes per year. Hero Honda's has a large sales
and service network with over 3,000 dealerships and service points across India.
Hero Honda's customer loyalty program, the Hero Honda Passport Program, claims
to be one of the largest programs of its kind in the world with over 3 million members.
The 2006 Forbes 200 Most Respected companies list has Hero Honda Motors
ranked at 108.Hero Honda’s mission is to strive for synergy between technology,
systems and human resources, to produce products and services that meet the
quality, performance and price aspirations of its customers. At the same time
maintain the highest standards of ethics and social responsibilities. This mission is
what drives Hero Honda to new heights in excellence and helps the organization
forge a unique and mutually beneficial relationship with all its stake holders.
Hero Honda is a world leader because of its excellent manpower, proven
management, extensive dealer network, efficient supply chain and world-class
products with cutting edge technology from Honda Motor Company, Japan. The
teamwork and commitment are manifested in the highest level of customer
satisfaction, and this goes a long way towards reinforcing its leadership status.
9
PROMINENT AWARDS TO THE COMPANY:2009: ET Awards for Corporate Excellence - Hero Honda is the winner of the
"Company of the Year" award for 2008 - 09.
2008: NDTV Profit Business Leadership Award 2008 - Hero Honda Wins the
Coveted "NDTV Profit Business Leadership Award 2008".
 Top Gear Design Awards 2008 - Hunk Bike of the Year Award.
 India Times Mindscape and Savile Row (A Forbes Group Venture)
Loyalty Awards - “Customer and Brand Loyalty Award” in Automobile (twowheeler) sector.
2007: The NDTV Profit Car India & Bike India Awards 2007 in the following
category:
 Overall "Bike of the Year" - CBZ X-termed


"Bike of the Year" - CBZ X-termed (up to 150 cc category)
"Bike Technology of the Year" – Glam out PGM FI
10
2006: Adjudged 7th Top Indian Company by Wall street Journal Asia (Top Indian
Two Wheeler Company).
 One of the 8 Indian companies to enter the Forbes top 200 list of world’s most
reputed company.
 No. 1 in automobile industry by TNS Corporate Social Responsibility
Award.
 Best in its class awards for each category by TNS Total Customer
Satisfaction Awards 2006:

Splendor Plus (Executive)

CD Deluxe (Entry)

Pleasure (Gearless Scooters)
2005:Awaaz Consumer Awards 2005 - India's most preferred two-wheeler brand by CNBC
in the 'Automobiles' category..
 Bike Maker of the Year Award by Overdrive Magazine.
 10th Motilal Oswal Wealth Creator Award for as the most consistent wealth
creator for the period 1991-2005.
2004: Winner of the Review 200 - Asia's Leading Companies Award (3rd
Rank amongst the top 10 Indian companies).
 Adjudged as the Best Value Creator - Large Size Companies 2003-04 by The
Outlook Money.
11
PROMINENT AWARDS TO THE CHAIRMAN
2006: 'Lifetime Achievement Award' for Translating Excellence in Corporate
Governance into Reality by. The Institute of Company Secretaries of India.
2005: Indian Automotive Hall of Pride by Overdrive.
 CNBC TV18 Commendation of Business Leadership displaying extraordinary
Corporate Leadership and Entrepreneurial Spirit.
 Padma Bhushan' by Government of India.
 Doctor of Letters (Honoris Causa) by Hemwati Nandan Bahuguna Garhwal
University, Srinagar Garhwal.
 Lifetime Achievement Award' by ET Awards for Corporate Excellence
2004: Life Time Achievement Award for Management by All India Management
Association.
 D. Litt. (Honoris Causa) by Banaras Hindu University.
 Lifetime Achievement Award by Amity Business School.
12
2002: Entrepreneur of the Year Award by Business Standard.
 Giants International Award to the Chairman in the field of Business & Industry.
 Business Leadership Award by Madras Management Association.
2001: Entrepreneur of the Year Award by Ernst & Young.
2000: Sir Jahangir Ghandy Medal for Industrial Peace - by XLRI, Jamshedpur.
1998: Business Leader of the Year by Business Baron.
1997: Distinguished Entrepreneurship Award by PHD Chambers of Commerce &
Industry.
13
2.1 WHAT IS MARKETING?
The American Marketing Association offers the following formal definition:
Marketing is an organization function and set of process for creating,
communication and delivering value to customer and for managing customer
relationship in ways that benefit the organization and its stock holders.
Social definition that servers our purpose: “Marketing is social process by
which individual and groups obtain that they need and want through creating,
offering and freely exchanging products and service of value with other
For a managerial definition, marketing has often been described as “the art of
selling products,”
Peter Drucker, there will always, one can assume, be need for some selling.
But the aim of marketing is to make selling superfluous. The aim of marketing is to
know and understand the customer so well that the product of service fits him and
sells itself. Ideally, marketing should result in a customer who is ready to buy. All that
should be needed then is to make the product of service available
14
2.2 MARKETING MANAGEMENT
Marketing management is the branch of total management and is concerned
with the direction those activities towards attainment of marketing goals like
customers satisfaction, increase in sales volume and increase in sales volume and
increase in organizational profit. Marketing is considered as one of the most
important activity of business unit.
Marketing is the art & science of choosing target markets and getting, keeping
& growing customers through creating, delivering and communicating superior
customer value Marketing is therefore considering being the important or the core
part of business.
Marketing management servers as the back bond in the world of commerce
where the customer is Supremes. Marketing is not just selling but it is something
more than selling. It is the process of management of marketing programs for
accomplishing the organizational goals and objective. Function known as planning,
implementation and control of programs to achieve their determine objective.
“Marketing management is the marketing concept in an action”
-William. J. Stanton
15
2.3 CUSTOMER SATISFACTION
Whether the buyer is satisfied after purchase on the offer’s performance in
relationship to the buyer’s expectation, and whether the buyer interprets any
deviation between the two. In general satisfaction is a person’s feeling of pleasure
or disappointment that result form comparing a product’s perceived performance (or
outcome) to their expectation.
Customer is the king; this is all the more apt for today’s business environment
where, all other factors remaining more or less constant, it is the value addition to the
customer that is making all the difference.
Customer satisfaction depends on the performance relative to a expectations.
All business firms have realized that marketing is a core element of
management philosophy & the key to its success lies in focusing more & more on the
customers. That is, it will be the customer who will decide where the firm is heading.
Thus the challenge before the marketer is to ensure that they should satisfy every
customer.
Satisfaction is an important element in the evaluating stage. Satisfaction
refers to the buyers state of being adequately rewarded in a buying situation for the
sacrifices he has made one the customer purchase & use the product they may then
become either satisfy or dissatisfied.
The result of satisfaction to customer form the purchase of the product or
services is that more favorable post-purchase attitude, higher purchase intention &
brand loyalty to be exhibited that the same behavior is likely to be exhibited in a
similar purchasing situation. The term ‘consumer’ is a typically used to refer to
someone who regularly purchase from a particular store or company.
Two customers can report being “highly satisfied” for different reasons. One may be
easily satisfied most of the time and other might be hard to please but was pleased
on this occasion. Companies should also note that managers and
16
Salespeople can manipulate their ratings on customer satisfaction. They can
be especially nice just before the survey. They can also try to exclude unhappy
customers from the survey. Another danger is that if customers will know that the
company will go out of its way to please customers, some customers may express
high dissatisfaction (even if satisfied) in order to receive more concession.
Customers are people who are happy with the product & services & are willing
to come back & pay for it again.
Today the firms aim to give satisfaction to the customer through marketing
concepts. The firm try to help the buyers in the solving the problem then competitors.
The marketers must see that consumers with purchasing power constitute a
potentials buyers are identified. It is essential for the marketer to carry out the
business in such a way that they give satisfaction to consumers needed. When a
firm markets a product or service it should aim to enjoy consumer’s satisfaction &
profit maximization.
17
CONCEPT & NEED FOR STUDYING CUSTOMER SATISFACTION
Consumer behavior can be said to be the study of how individual make
decision on how to spend their available resourced (time, money, effort) on various
consumption related items. This simple definition of consumer behavior tells the
markets to resolve every activity around the ultimate consumers & gauge their
behavior by specially focusing on:
 Who buys products or services?
 How do they buy products or services?
 Where do they buy them?
 How often they buy them?
 Why do they buy them?
 How often they use them?
These questions will help in understanding better what factors influences the
decision making process of the customers. The decision making process identifies
the number of people who are involve in this process & describes a role to them like
users, decides, influences & buyers.
It is believed that consumers or customers make purchase decision on the
basis of receipt of a small number of selectivity chosen pieces of information. Thus it
will be very important to understand what & how much them to evaluate the goods &
services offering
Measuring Customer Satisfaction
There are several ways to gather input from customers. The simplest way to find out
how customers feel and what they want is to ask them. If you have only 20
customers, you can talk to each one personally. The advantage of this approach is
that you’ll get a personal “feel” for each customer. The disadvantage is that you’ll
gather different information from each customer depending on how the conversation
goes.
18
Customer surveys with standardized survey questions insure that you will collect the
same information from everyone. Remember that few of your customers will be
interested in “filling out a questionnaire”. It’s work for them without much reward. By
launching a customer survey as an attempt to find out “how we can serve you better”
— your customers will feel less put upon.
Here are a few of the possible dimensions you could measure:
quality of service
speed of service
pricing
complaints or problems
trust in your employees
the closeness of the relationship with contacts in your firm
types of other services needed
your positioning in clients’ minds
Customer satisfaction, a term frequently used in marketing, is a measure of how
products and services supplied by a company meet or surpass customer
expectation. Customer satisfaction is defined as "the number of customers, or
percentage of total customers, whose reported experience with a firm, its products,
or its services (ratings) exceeds specified satisfaction goals."[1] In a survey of nearly
200 senior marketing managers, 71 percent responded that they found a customer
satisfaction metric very useful in managing and monitoring their businesses.
It is seen as a key performance indicator within business and is often part of a
Balanced Scorecard. In a competitive marketplace where businesses compete for
19
customers, customer satisfaction is seen as a key differentiator and increasingly has
become a key element of business strategy.
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.[1]
Therefore, it is essential for businesses to effectively manage customer satisfaction.
To be able do this, firms need reliable and representative measures of satisfaction.
In researching satisfaction, firms generally ask customers whether their product or
service has met or exceeded expectations. Thus, expectations are a key factor
behind satisfaction. When customers have high expectations and the reality falls
short, they will be disappointed and will likely rate their experience as less than
satisfying. For this reason, a luxury resort, for example, might receive a lower
satisfaction rating than a budget motel—even though its facilities and service would
be deemed superior in “absolute” terms.
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.
Purpose
20
A business ideally is continually seeking feedback to improve customer satisfaction.
Customer satisfaction provides a leading indicator of consumer purchase intentions
and loyalty. Customer satisfaction data are among the most frequently collected
indicators of market perceptions. Their principal use is twofold
Within organizations, the collection, analysis and dissemination of these data send a
message about the importance of tending to customers and ensuring that they have
a positive experience with the company’s goods and services
Although sales or market share can indicate how well a firm is performing currently,
satisfaction is an indicator of how likely it is that the firm’s customers will make
further purchases in the future. Much research has focused on the relationship
between customer satisfaction and retention. Studies indicate that the ramifications
of satisfaction are most strongly realized at the extremes. On a five-point scale,
individuals who rate their satisfaction level as “5” are likely to become return
customers and might even evangelize for the firm. (A second important metric
related to satisfaction is willingness to recommend. This metric is defined as "The
percentage of surveyed customers who indicate that they would recommend a brand
to friends." When a customer is satisfied with a product, he or she might recommend
it to friends, relatives and colleagues. This can be a powerful marketing advantage.)
Individuals who rate their satisfaction level as “1,” by contrast, are unlikely to return.
Further, they can hurt the firm by making negative comments about it to prospective
customers. Willingness to recommend is a key metric relating to customer
satisfaction.
21
22
3.1 INTRODUCTION OF RESEARCH
Meaning of Research:Research is common parlance refers to a search for knowledge. One can also
define research as a scientific and systematic search for pertinent information on
specific topic. In fact, research is an art of scientific investigation.
According to Advanced Learner’s Dictionary of current lays down research as
“a careful investigation or inquiry especially through for new facts in any branch of
knowledge” Some people consider research as movement from known to unknown.
It is actually a voyage of discovery. It is main purpose is to get more specific
knowledge.
Research is an academic activity and as such the term should be used in a
technical sense. According to Clifford Woody “research comprises defining as
rendering problems, formulating hypothesis or suggested solutions; collecting,
organizing and evaluating data; making deductions and reaching to conclusions and
at last carefully testing the conclusions to determine whether they fit the formulating
hypothesis”. D. Slesinger and M. Stephenson in the Encyclopedia of Social
sciences define research as “ the manipulation of things, concepts or symbols for the
purpose of generalizing to extend,
correct or verify knowledge, whether that
knowledge aids in construction of theory or in the practices of an art”.
Research is thus, an original contribution to the existing stock of knowledge
making for its advancements. It is pursuit truth with the help of study, observation,
comparison and experiment. As such the research refers to the systematic method
consisting of enunciation the problem , formulating the hypothesis , collecting the
facts or data, analyzing the facts and reaching to the conclusions either in the form of
solutions towards the connected problem or in certain generalizations for some
theoretical formulations.
23
3.2 OBJECTIVE OF RESEARCH
The purpose of the research is to discover answers to questions through the
application of scientific procedures. The main aim of research is to find out the truth
which is hidden and which has not been discovered as yet. Though each research
study has its own specific purpose, we may think of research objectives as falling
into a number of following broad groupings:
1. To gain familiarity with a phenomenon or to achieve insights into it.
(Exploratory or formulative research).
2. To portray accurately the characteristics of a particular individual, situation or
a group. (Descriptive research).
3. To determine the frequency with which something occurs or with which it is
associated with something else. (Diagnostics research).
4. To test a hypothesis of actual relationship between variables. (Hypothesistesting Research).
24
3.3 NATURE OF RESEARCH
Research is an academic activity and such the term should be use in a
technical sense. Research is an original contribution to the exiting stock of
knowledge making for its advancement.
It is the pursuit of truth with the help of study, observation comparison and
experiment. In short, the research for knowledge thought objective and systematic
method of finding solution to a problem is research the systematic approach
concerning generalization and the formulation is also research.
The research study can be described as under for its proper classification the
problem defines and the hypothesis made require description of states of affairs. It
has been a process of recording of the findings in a description manner. This non
experimental from of study based on response of respondent conduct with
questionnaire.
25
3.4 TYPES OF RESEARCH
Research methods including all the techniques that are adopted for
conducting research
DESCRIPTIVE VS ANALYTICAL:Descriptive research compeer’s survey and fact-finding enquires of different
types. The main objective of research is describing the state of affirms as it prevails
at time of study.
APPLIED VS FUNDAMENTAL:Research can also be applied or fundamental research. An attempt to find a
solution to an immediate problem encountered by a firm, an industry, a business
organization, or the society is known as applied or fundamental research.
QUANTITATIVE VS QUALITATIVE:Quantitative research is based on the measurement of quantity or amount. It
is applicable to phenomena that can be expressed in terms on quantity research, on
the other hand, is concert with quality phenomena or involving quality or kind.
CONCEPTUAL VS EMPARICAL:Conceptual Research is that related to some abstract ides or reinterpret
existing once on the other hand, empirical research relies on experience or
observation alone, often without due regarded for system and theory
26
3.5 RESEARCH DESIGN
Research design is needed because it faceplate the smooth sailing of various
research operation, there by making research as efficient as possible.
Yielding maximal information with minimum expenditure of effort, time and
money
The formable problem that the flows the task of the defining the research
project popular known as the “research design”.
A Research design is the armament of condition for molestation and analysis
of data in manner that aims to combing relevance to the research purpose with
economy in producer.
27
3.6 SAMPLING DESIGN
First of all we have to understand what is sample and census before deciding
sampling design. Census is whole ‘universe’ or ‘population’ and complete
enumeration of all the items in the ‘population’ is known as the census inquiry. A
sample is the small part of the census.
It is practically not possible to do census survey. For this research work the
sample survey is appropriate. The respondent should be selected as the
representative of the total population. The selected respondents constitute what is
technically called ‘sample’ and the survey so conducted is called ‘sample survey’.
 Implications Of Sampling Design
A sample design is the definite plan for obtaining a sample from given
population. It refers to the techniques or the procedure the researcher adopt in
selecting items of sample. Sample design may as well lay down the number of items
to be included in the sample i.e. the size of sample. Sample design is determined
before data are collected. There are many sample designs from which a researcher
can choose. Some designs are relatively more precise and easier to apply than
others. Researcher must select/prepare a sample design which should be reliable
and appropriate for his research study.
28


STEPS IN SAMPLING DESIGN:
Type of Universe :
This is the first step of sampling design. In this the researcher has to clearly
define the set of objects, technically called ‘Universe’. Universe may be finite or
infinite. For this research work the universe of is finite.

Sampling Unit :
Next step is to decide the sampling unit before selecting sample. Sampling unit
may be geographical area such as state, district, village etc, or a construction unit
such as house, flat.

Source List :
It is also known as “sampling frame’ from which sample is to be drawn. It contains
the names of all items of a universe. If source list is not available the researcher has
to prepare it. Such list should be comprehensive, correct, reliable and appropriate.

Sample Size:
This refers to the number of items to be selected from the universe to constitute a
sample. This is a major problem before researcher. The size of sample should
neither be excessively large, nor too small. It should be optimum.

Parameters of Interest :
In determining the sample design, one must consider the question of the specific
population parameters which are of interest. There may also be important subgroups in the population about whom we would like to make estimates.

Budgetary Constraints :
29
Cost considerations, from practical point of view, have major impact upon
decisions relating to not only the size of the sample but also the type of sample.
These facts can even lead to the use of a non-probability sample.

Sampling Procedure :
Finally the researcher must decide the type of sample he will use i.e. he must
decide about the technique to be used in selecting items from the sample. In fact this
technique or procedure stands for the design itself.
30
Types of Sampling Design:-
There are different types if Sampling Designs as shown In Figure. But here
we discuss only two types of important sampling designs.

Probability Sampling:Probability sampling is also known as the ‘Random Sampling’ or ‘Chance
Sampling’ under this sampling design, every items of the universe has an equal
chance of inclusion in the sample. The implications of this Sampling are:
(a) It gives each element in the population an equal probability of getting into
the sample; and all choices are independent of one another.
(b) It gives each possible sample combination an equal probability of being
chosen.

SIMPLE RANDOM SAMPLING:
31
This procedure gives each item an equal probability of being selected. It is
also known as chance sampling. In this design every item of universe has an equal
chance of inclusion in sample e.g. lottery method

CLUSTER SAMPLING:
It involves grouping the population and than selecting the groups or clusters
rather than individual elements for inclusion in sample.

SYSTEMATIC SAMPLING:
In some instances the most practical way of sampling is to select every 15 th name
on a list, every 10th House on one side of street and so on. Sampling of this type is
known as systematic sampling.
 STRATIFIED SAMPLING:
In this technique the population is stratified in to a number of non overlapping
sub-populations or strata and samples item are selected from each stratum is based
on sample fandom sampling. The entire procedure is first stratification and then
simple random sampling is known as stratified random sampling.
2. Non Probability Sampling:It is that sampling procedure which does not afford any basis for estimating
the probability that each item in the population has of being included n the sample.
Non-probability sampling is also known by different names such as deliberate
sampling, purposive sampling and judgmental sampling.

CONVENIENCE SAMPLING:
When population elements are selected for inclusion in samples based on
ease of access, it can be called convince sampling.
32

JUDGMENT SAMPLING:
Here researcher’s judgment is used for selecting items, which he considers as
representative of population.

QUOTA SAMPLING:
Here interviewers are given quota to be filled from different strata, the actual
selection of items for sample being left on the interviewer’s judgment.
33
3.7 METHOD OF DATA COLLECTION
There are basically two types of data in research :(1) Primary Data (2) Secondary Data.
(1) PRIMARY DATA:The primary data are those data which are collected afresh and for the first
time, and thus happened to be original. For this research the primary data are
collected.
Collection of Primary Data:We collect primary data during the course of doing experiments in an
experimental research. But in case of descriptive research or sample survey the
primary data are collected through observation or through direct communication with
the respondents or through personal interviews. It means there are several methods
of data collection which are given in the following chart.
(A) OBSERVATION METHOD:
Under this method, information is sought by way of investigator’s own direct
observations without asking anything to respondents. Observation method may be
structured, un-structured, participant, Un-participant, Non –participant, disused,
controlled or un-controlled.
34
(B) INTERVIEW METHOD:
This method of collecting data involves oral – verbal stimuli and replies in
items of oral – verbal responses are taken. There are two types of Interview
methods.
(a) TELEPHONE INTERVIEW:
This method of collecting information consists in contacting respondents on
Telephone itself.
(b) PERSONAL INTERVIEW:
It requires person known as interviewer asking questions generally face to face
contact to other persons or personal interview may be structured.
(C) COLLECTION OF DATA BY A QUESTIONNAIRE METHOD:
Here Questionnaire is sent to concerned person with a request to answer the
questions and return the same dully filled and signed. The Questionnaire consists of
number of Questions types in a definite order on a form. Then it is mailed to and
they are expected to read and understand the questions and write down the reply in
the space meant for that purpose in the Questionnaire itself. This method of data
collection is quite popular and easy too.
(D) COLLECTION OF DATA THROUGH SCHEDULE:
This method of data collection is much like the data collection of data through
Questionnaire with little difference, which lies in the fact that schedules are being
filled in by enumerators who are specially appointed for the purpose.
35
SOME OTHER METHODS OF PRIMARY DATA COLLECTION:

Warranty cards Method.

Distributor or store audit Method.

Pantry audits Method.

Consumer Panels Method.

Use of mechanical device Method.

Projective technique Method.

Deep Interviews Method.

Content Analysis Method.

Case Study Method.
(2) SECONDARY DATA:The secondary data are those data which have already been collected by
someone else and which have already passed through statistical process.
Collection of Secondary data:
Secondary data means the data which are already available. When the
researcher uses the secondary data then he has to look into various sources from
where he can obtain them. Secondary data may either published or unpublished
data.

Various publications of central, state and local governments.

Various publications of foreign government or of international bodies and their
subsidiary organization.

Technical and trade journals.

Books, magazines and news papers.

Reports, periodicals by research scholars, universities, Economists etc. of
different fields.

Public records and statistics, historical documents, and other sources by
published information’s.

The source of un-published data like diaries, letters and un-published biographics etc.
36
For my research work the appropriate method is:
 QUESTIONNAIRE :1. Type of data:
 Primary Data
2. Type of Sampling:
 Non-probability convenience, this has been done instead of pure random
sampling method (Probability Sampling) because of time and money
constraints.
 Execution of sampling process:
We have collected data from users of motorcycle.
3. Type of Survey Method
 Questionnaire Survey
Data Collection through Questionnaire:
This method of data collection is quite popular. It is being adopted by private
individuals, research workers, private and public organizations and even by
governments. In this method a questionnaire is sent to the persons with a request to
answer the questions and return the questionnaire. A questionnaire consists of a
number of a questions printed or typed in a definite order on a form or set of a form.
37
Merits of Questionnaire: There is low cost even when the universe is large and widely spread
geographically.
 It is free from the bias of the interviewer; answers are in respondent’s own
words.
 Respondents have adequate time to give well thought out answers.
 Respondents, who are not easily approachable, can also be reached
conveniently.
 Large samples can be made use of thus the results can be made more
dependable and reliable.
4. Sample Size
50 Respondents
38
Tabulation
and
Analysis
of
Data
QUESTIONNARIE are given here under:
39
of
the
Questions asked
in
the
QUESTIONS ASKED IN THE QUESTIONNAIRE:
1) Which two wheeler bike you are using?
Name of
CD-
Splendor+
Bikes
No. of
Respondents
Percentage
Deluxe
Passion
Super
Other Hero
Splendor
Honda bike
20
10
5
5
10
40%
20%
10%
10%
20%
ANALYSIS OF USING BIKES
NUMBER OF
RESPONDEDNT
25
20
20
15
10
10
10
5
5
Passion
Super Splendor
5
0
Splendor+
CD-Deluxe
Other Hero Honda
bike
NAME OF BIKES

Above graph indicates that the use of splendor+ is 40%, CD- Deluxeis 20%,
Passion is 10%, Super Splendor is 10%, and other Hero-Honda bike is 20%.

So we can say that the splendor+ bike is more sales in Bhavnagar city
because of its good average and more efficient than other bike.
40
2) Are you satisfied with the performance of the bike you are
using?
Option
Yes
No
No. of respondents
43
7
percentage
86%
14%
No. of respondents
SATISFACTORY PERFORMENCE OF THE BIKES
50
45
40
35
30
25
20
15
10
5
0
43
7
Yes
No
 From above graph we can say that the 86% people are satisfied with
performance of the bike they are using.
 Only 14% people are not satisfied with the performance of the bike.
41
3) Are you satisfied with the price of bike?
Option
Yes
No
No. of respondents
32
18
percentage
64%
36%
SATISFACTION WITH PRICE
No. of respondents
35
32
30
25
18
20
15
10
5
0
Yes

No
With the help of this diagram we can say that the 64% people are satisfied
with price of the bike

And only 36% people are not satisfied with the price of the bike.
42
4) Are you satisfied with the quality of bike?
Option
Yes
No
No. of respondents
45
5
percentage
90%
10%
No. of respondents
SATISFACTION WITH QUALITY
50
45
40
35
30
25
20
15
10
5
0
45
5
Yes

No
From the above diagram we can say that the 90% people are satisfied with the
quality of bike.

Only 10% people are not satisfied with the quality of bike.
43
5) Are you satisfied with the model of the bike?
Option
No. of respondents
percentage
Yes
No
37
13
74%
26%
SATISFACTION WITH MODEL
40
37
No .of respondents
35
30
25
20
13
15
10
5
0
Yes

No
From above diagram we can say that the 74% people are satisfied with the
model of bike.

Remaining 26% people are not satisfied with the model of the bike.
44
6) Are you satisfied with the design & color of the bike?
Option
No. of respondents
percentage
Yes
No
33
17
66%
34%
SATISFACTION WITH DESIGN & COLOUR
33
35
No. of respondents
30
25
20
17
15
10
5
0
Yes

No
From above graph it is seen that the 66% people are satisfied with design
& color of bike.

And 34% people are not satisfied with design & color of bike
45
7) Are you satisfied with the average given by bike?
Option
No. of respondents
percentage
Yes
No
38
12
76%
24%
SATISFACTION WITH AVERAGE
40
38
No. of respondents
35
30
25
20
15
12
10
5
0
Yes

No
From the above diagram we can say that, the 66% people are satisfied with
the average of bike

Only 6% people are not satisfied with the average of bike.
46
8) Compared to other products what do you think of the price of
bike?
Price
No. of
respondents
Percentage
Vary
High
High
Average
Low
Vary Low
1
7
40
2
0
2%
14%
80%
4%
0%
COMPARISON OF PRICES
45
40
No. of respondents
40
35
30
25
20
15
7
10
5
2
1
0
0
Vary High

High
Average
Low
Vary Low
From above diagram we can say that, the compare to other product the HeroHonda bike’s price are average.

Because 74% people are say price is average.

10% people are saying that the price is high.

2% % people are saying that the price is low.

Only 1% people are saying that the price is very high.
47
9) Is it easily available to your nearest place?
Option
No. of respondents
percentage
Yes
No
39
11
78%
22%
ANALYSIS OF PURCHASING PLACE
45
No. of respondents
40
39
35
30
25
20
15
11
10
5
0
Yes

No
From above graph I can say that the 78% people easely avalable bike in his
nearest place

And 22% say that they has not avalable bike in his nearest place
48
10) Do the bike give you smooth riding?
Option
No. of respondents
percentage
Yes
No
47
3
94%
6%
No. of responedents
SATISFACTION THE SMOOTH RIDING
50
45
40
35
30
25
20
15
10
5
0
47
3
Yes
No

From above graph according to

94% people are satisfied with the bike riding

And 6% people are not satisfied with the riding of bike
49
11) Are you using after sales service provided by HERO-HONDA?
Option
No. of respondents
percentage
Yes
No
47
94%
3
6%
No. of responedents
PROVIDE USING AFTER SALES SERVICE
50
45
40
35
30
25
20
15
10
5
0
47
3
Yes
No

From above graph according to

94% people are use the sales after service

And 6% people are not use the hero-hond’s sales after service
50
12) Are you satisfied with the after sales service?
Option
No. of respondents
percentage
Yes
No
33
17
66%
34%
SATISFACTION WITH THE AFTER SALES SERVICE
No. of respondents
35
33
30
25
20
17
15
10
5
0
Yes
No

Show the above graph 36% people are satisfy the sales after service

And 34% people are not satisfy the sales after service
51
13) Give your opinion about after sales service?
Excellent
Average
Satisfactory
Not
satisfactory
No. of
respondents
17
15
3
15
Percentage
34%
30%
6%
30%
option
OPINION AFTER SALES SERVICE
18
17
15
No. of respondents
16
15
14
12
10
8
6
3
4
2
0
Excellent
Average
Satisfactory
Not satisfactory

34% people are saying that the sales after service are Excellent

And 30% are average and, 6% are satisfy, and 30% are not satisfy the sales
after service
52
5. LIMITATION
This research work has some limitation, because of it is done through
questionnaire method limitations are:

The sample size is limited.

Bhavnagar city is very large area, so I cannot cover each and every customer
of Hero Honda.

My survey is very limited; it is only in Bhavnagar city.

Respondents don’t give the correct information and co-operation of the
respondents is highly required. After some time

It is very expensive.

Questionnaire method is very time consuming.
53
6. FINDINGS & SUGGESTIONS
6.1 Findings

38% people are using splendor + bike so this bike is very popular in
Bhavnagar city.

Most of the people are satisfied with the performance of the bike.

The satisfaction level of consumer in terms of price, colour, quality and model
is very high.

Many people are not satisfied with the design of bike.

Majority of the respondent say that in comparison of other product the price of
hero Honda bike is average.

Many respondents say that the hero Honda bike is easily available to the
nearest place.

Many respondents are using the after sales service.
54
6.2 SUGGETION
Many customers are not satisfied with the colour of the bike, so they can
provide new colours in the same product. Company can also change the model of
the bike they can improve the quality bike. So many customers are not satisfied with
the design of the bike, so they can improve the design of the bike.
So many customers are not satisfied with the after sales provided by hero
Honda, so they can improve its after sales. Overall the customers are satisfied with
the hero Honda bike. It is good for the company. The overall performance the bike is
good. Company provides a digital meter in bike.
55
7. CONCLUSION
It is great pleasure to take training in the PATEL AUTOMOBILES. Till now I
was having the theoretical knowledge regarding business but, through this training I
saw selling of hero Honda bikes, this was really good experience. I would like to
highlight here that hero Honda Patel automobiles has bright and prosperous future.
Hero Honda Patel automobiles always invites suggestions from the employees to
give full opportunity to develop their career.
The company maintains high quality of goods and in the market, zero
complaints against them. They provide high quality goods at low price rate. At the
end of my research work, I found that the consumers are highly satisfied with the
hero Honda bike they are using. In this research I got the idea that some factors of
bike are unfavorable.
56
8. BIBLOGRAPHY
Philip kotler, “MARKETING MANAGEMENT” person education, 13th Edition
C.R.kothari, “RESEARCH METHODOLOGY”
New age international publishers, 2nd
Edition
Web References:www.google .com
http://en. Wikipidia.org/wiki/main page
http://en. Wikipidia.org/wiki/marketing_ research
http://en. Wikipidia.org/wiki/customer satisfaction
57