INTRODUCTION

The project is all about measuring the customer satisfaction in Hero motors. For the past few years every company is trying to satisfy its customers. The emphasis is on ways of retaining customers, then on attracting new customers. It is easy to attract new customers then to retain old customers. So, companies are trying to focus on this aspect of customers satisfaction. The sale of a product does not end with the sale transaction but it is the point at which the original marketing concept starts. The marketer has to see that whether the customer satisfied with that particular product/service or not. The post purchase behavior is important for a marketer. If there is any cognitive dissonance in the minds of the customers then that is enough to lose a customer. Keeping this in mind the companies are giving more importance to customer satisfaction. This project work has been done to find out whether a customer is satisfied or dissatisfied, also to measure the level of the customer satisfaction and provide this feedback to the company. The first phase of the project involves the collection of information from the customers for interpreting the characteristics based on which the customer feels satisfied or dissatisfied. This information is collected by preparing a structured questionnaire. The questionnaire consists of both open-ended and closed-ended questions. The questionnaire is designed in such a way that a customer feels convenient to answer. The collated information through the questionnaire is analyzed and presented in a statistical form. The findings are listed and suggestions to solve problems faced have been given in the suggestion part.

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INTRODUCTION TO CUSTOMER SATISFACTION

Whether the buyer is satisfied after purchase depends on the offers performance in relation to the buyer expectation. In general satisfaction are a persons feelings of pleasure or disappointment resulting from comparing a products perceived performance relation to his/her expectations. If the performance falls short of expectation, the customer is dissatisfied. If the performance matches the expectation customer is satisfied. If the performance exceeds the expectation the customer is highly satisfied. Customer satisfaction cannot be very difficult. After all you either satisfied with the services you receive or you are not. If you dont you are not. If it is that easy, then obtaining people's opinion about how satisfied they are with relatively straight forward matteror is it? Customer satisfaction is a marketing tool and a definite value added benefit. It is often perceived by customers as important as the primary product or service your organization offers. It looks at what is involved from 3 different angles, the first is from the view of an organization wishing to understand, and measures, how satisfied its customer are with the products and services they receive from it. The second is from the perspective of a research agency that has been asked to obtain feedback from customers and about their experiences when dealing with companies. Finally it considers the issue from the perspective of consumers who participate in surveys, including both business customers and members of general public

MEANING OF CUSTOMER SATISFICATION Customer satisfaction is a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and part of the four prospective of balanced score card. In a competitive market place were businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy customer satisfaction drives successful private sector business. High performing businesses have developed principles and strategies for achieving customer satisfaction. This paper presents a framework or set of ideas for using customer
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satisfaction principles and strategies to improve the quality responsiveness, and possibility of public sector privately provided services in vulnerable communities The framework suggested that resident who live in tough neighborhoods can be supported through customer satisfaction strategies to become empowered individuals who informed perspectives influence decisions about what, how, when, and where services are available to them. Customer satisfaction is the customers response to the evaluation of the perceived discrepancy between prior expectation and the actual performance of the product as perceived after its consumption.

DEFINITION Cocotte, woodruff and Jenkins (1987) define customer satisfaction as "conceptualized as a feeling developed from an evaluation of the experience." HERE, the timing of satisfaction response is driving consumption. BUT there is general agreement with kotler (2003) that "customer satisfaction is a person's feeling of pleasure or disappointment resulting from comparing a products perceived performance in relation to his or her expectation." In short customer satisfaction is "The provision of goods or services which fulfill the customer expectation in terms of quality and service, in relation to price paid."

IMPORTANCE OF CUSTOMER SATISFACTION It costs at least 7 times more to source a new customer than it does to retain existing one a 'satisfied' customer tells 5-7 people in a year whilst a 'dissatisfied' customer will tell 1415 people. Companies can boost profits anywhere from 25% to 125% by retaining a mere 5% more of their exciting customers.
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Totally satisfied customers were 6 times more likely to use that services and commend it than ' satisfied' customers. Customers who have a bad experience with you and do not complain are only 37% likely to still do business with you. Customers who have an opportunity to complain and the complaint is achieved are 95% likely to still do business with you.

FACTORS OF CUSTOMER SATISFACTION 1. Service of quality 2. reliability of service 3. knowledge of the staff 4. Being kept informed of progress 5. The way service kept its promises 6. The way the service handled any problem Friendliness of staff 7. How sympathetic staff were to your needs 8. Speed of enquiries 9. Number of time had to contact the service.

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3. INDUSTRY PROFILE
The Indian two-wheeler contributes the largest volume amongst all the segments in automobile industry. Though the segment can be broadly categorized into 3 sub-segments viz. scooters, motorcycles and mopeds; some categories introduced in the market are a combination of two or more segments e.g. scooters and step-thru. The market primarily comprises five players in the two-wheelers segment with the most of the companies having foreign collaboration with wellknown Japanese firms earlier. But most of the companies are now planning 100% subsidiaries in India. And growth anticipated is higher than the 16 percent achieved in the past 10 years The automobiles sector is divided into four segments-two wheelers(mopeds, scooters, motorcycles, electric two-wheelers), passenger vehicles (passenger cars, utility vehicles, multipurpose vehicles), commercial vehicles (light and medium-heavy vehicles), and three wheelers (passenger carriers and good carriers). The industry is one of the key drivers of economic growth of the nation. Since the globalization of the sector in 1991 and the subsequent opening up of 100 percent FDI through automatic route, Indian automobile sector has come a long way. Today, almost every global auto major has set up facilities in the country. The world standings for the Indian automobile sector, as per the Confederation of Indian Industry, are as follows: Largest three-wheeler market Second largest two-wheeler market Tenth largest passenger car market Fourth largest tractor market Fifth largest commercial vehicle market Fifth largest bus and truck segment
The sector has shown a sluggish growth of 12 percent in 2013. The trend is likely to stay with a 10 percent growth outlined for 2014 citing high ownership costs (fuel costs, cost of registration, excise duty, road tax) and slow rural income growth. Solid but cautious growth is expected over the next few years. However, from a long-term perspective, rising incomes, improved affordability and untapped Page 5

markets present promising opportunities for automobile manufactures in India. According to Macquarie equities research, sale of passenger vehicles is expected to double in the next four years

Two Wheeler & its role in Indian Context: As the cities grow & suburbs expand, transportation needs becoming more & more acute, with mounting pressure on its public transportation for which two wheelers are ideal. The two-wheeler Industry today has a significant role in the Indian economy, with an annual turnover of Rs. 9000 crores and compounded average growth of 10%. In recent years, it is of the few industrial sectors in the growth phase today considers personal transportation as one of the basic needs. The two-wheeler industry basically comprises mopeds, scooters, scooters and motorcycles. Mopeds are basic entry-level products aimed at lower/middle income groups, offering company. This category dominated by TVS SUZUKI, which has a market share of 50% today. The other major players in this segment include KINETIC ENGG., HERO MOTORS and BAJAJ AUTO. Scooters, which found largest segment in the industry (37 percent) is dominated by BAJAJ AUTO. It is however facing stiff competition from LML, which offers better style and technology to the Indian customers. However, dominance of this category has been declining because of shift in the customer preferences. Major part of the growth in the two-wheeler industry has come from motorcycle especially, the Indo-Japanese 100cc motorcycles, which are considered, fuel efficient, reliable and suited for rough roads. Scooters also growing at a fast phase and are being increasingly perceived as a better option providing convenience and motor style, by urban customers. In this category, TVS Scooty holds a dominant market share. With sales of over three million vehicles, India is the second largest two-wheeler market in the world. Vehicle has become a necessity for day-to-day busy life, with the
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accelerated industrial and business activity in a liberalized environment. However, given the limited purchasing power and to high cost of cars, majority of the middle class vehicle users prefer two wheelers. With sales of over million vehicles, India is the second largest two-wheelers market in the world. China is the market leader with around 51 percent of the Asia Market, India, Thailand; Indonesia & Taiwan are the other key markets for two-wheelers with market share of 19 percent, 10 percent, 9 percent and 5 percent respectively. In the last four to five years, the two-wheeler market has witnessed a market shift towards motorcycles at the expense of scooters. In the rural areas, consumers have come to prefer sturdier bikes to withstand the bad road conditions. In the process the share of

motorcycle segment has grown from 48% to 58%, the share of scooters declined drastically from 33% to 25%, while that of mopeds declined by 2% from 19% to 17% during the year 2000-01. The Euro emission norms effective from April 2000 led to the existing players in the two-stroke segment to install catalytic converters. 4-stroke motorcycles are now replacing all the new models. Excise duty on motorcycles has been reduced from 32% to 24%, resulting in price reduction, which has aided in propelling the demand for motorcycles. Fierce competition has also forced players to cut prices of certain models. Competition has intensified over the last couple of years altering the dynamics in the motorcycle segment with various companies planning to cash in on this spurt in demand by calling off their JVs like Suzuki Motors planning to break off with TVS. Recently, Honda Corporation of Japan announced its intentions to set up a 100% subsidiary to manufacture scooters and motorcycles. Other players in the two-wheeler industry include Bajaj Auto Ltd., Kinetic Motor Co.Ltd. LML and Escorts Yamaha. Low interest regime has helped in reducing cost of loans, which will help in boosting sales of 2-wheelers, since 80% of the two-wheelers are credit stimulated. The two-wheeler industry is passing through a critical but interesting phase. For many years, it was growing continuously but the turning point came in 1996=97 when it started slowing down. The impact was really (MI) felt in the next year when the overall growth was hardly two percent. This was also possible only because the motorcycle segment showed a
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healthy growth of 15 percent. The scooter segment went down by 3 percent and mopeds by 6 percent. Another highlight is that the motorcycle sales have surpassed the scooter sales for the first time in 1998-99. Until then, motorcycle sales were always trailing behind. The net result is that motorcycles now account for 41 percent of the two-wheeler market, while scooters account for 36 percent. Mopeds have been able to hold their own at about 21 percent.

GROWTH OF MOTORCYCLES It is therefore not surprising that every major player is trying to get into the Motorcycle market to have a piece of the cake. Hero MotoCorp Ltd is indisputable the leader with 38 percent share followed by Bajaj with 27 percent (includes M-80), TVS at 19 percent and Escorts at 13 percent. Now LML and Kinetic have announced their plans to manufacture motorcycles, which are likely to come in the market by next year. The battle is expected to be fierce but the consumer will be the greater beneficiary. The growth in motorcycles is slowly losing its hold. It is considered a family vehicle but perhaps there is competition from the second hand car markets where prices have fallen down rapidly. A1992 Maruti 800 is now available for just 70,000. The scooter manufactures have to watch this phenomenon and bring our many new product variants in the right price slots to sustain their shares in the market. The moped market has been steady with an average growth of 3 percent. It is dominated by TVS which holds 48 percent market share followed by Kinetic and Majestic Auto at 23 percent and 18 percent respectively. In each segment, there is a wide gap between the first two contenders, which makes their products positioning and marketing strategies most interesting. The two wheelers market
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seems to be maturing. There are the usual their conventional segment of scooters, mopeds and motorcycles. Two new segments are being created.

NEW SEGMENTS A Step is through segment like Kinetic K4-100, Honda Street, Bajaj M-80, which is quite close to the motorcycle segment. The other segment is scooterettes or mini scooters in which vehicles such as Kinetic SX/Style, TVS Scooty, Hero Winner, Bajaaj

Sunny/Sprite/Safire and LML trendy can be considered. These are vehicles under 75cc and largely targeted at the youth market such as college students, young boys and girls and new couples. They get the advantage of lower excise duty at 16 percent as compared to 24 percent applicable over 75 cc. The trend is towards push button start vehicles.

Among the majors in the two-wheeler industry, first quarter figure for the current year of some players has been encouraging. The company sold 313,303 units last month as compared to 325,360 units in the same month last year. With this, BAL has recorded as 87 percent growth in the motorcycle segment in the first quarter with sales of 130,577 units (93,631 units in the corresponding period last year) BAL estimates market share of the first quarter-Geared scooters 75.9%, unguarded scooters- 16.5%, Step-thrus-72.3% and motorcycle-20.5%. In the scooters segment, sales of Bajaj Sunny and Bajaj Spirit increased by 170 percent to 7,876 units. First quarter sales registered an impressive 78 percent growth with sales of 19,562 (10,995 units). The overall sales grew by 9.3 percent in the quarter when the company sold 3.24 lakh vehicles. BAL however reported a decline in sales of scooters by 15.6 percent in the first quarter. The company hopes to increase the share of motorcycle in its product basket from 18 percent last year to 30 percent by 2003-04. Hero MotoCorp Ltd enjoys tremendous brand equity in the motorcycle segment. Kinetic Motors, another important player, managed to grow in 1999-2000, when the scooters segments a whole slipped by around 5 percent. TVS Suzuki, a motor two-wheeler
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market, has reported a growth of 13 percent in the first quarter period and sold 2.19 lakh units. Sales of motorcycles and scooters were up by 18 percent and that of mopeds by 8 percent over the same period last year. The current year therefore promises to be a testing time for the two-wheeler industry. Industry pundits feel that an overall growth rate of 5 percent should be possible as against 9 percent projected earlier. The sales volume therefore is expected to be around 3.8 million in 2000-2001.
DRAMATIC CHANGES: HeroMotoCorp is now worlds largest manufacturer of two-wheelers. The company has

benefited from the demand shift to motorcycles, as it focuses solely on this product segment (although has a product called Pleasure in Scooter segment). With fuel efficiency and riding comfort as the main selling points, HMC has been able to address a wide market and post robust sales growth even after its separation from the Japanese major Honda. The coming years will see increasing competition due to the parity in products and price. The only differentiators will be technology, quality, product range and service. Imaginative marketing will emphasize relationship building, customer satisfaction and relationship. All is exploring new techniques such as direct marketing and institutional sales. Some of them are taking the vehicle actually to the customers doorstep. Now the customer is the king. HISTORICAL DEVELOPMENT OF TWO WHEELER INDUSTRY India is the second largest manufacturer and producer of two-wheelers in the world. It stands next 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 as if respective policy followed by the Government of India towards the passenger car industry, rising demand for personal transport, inefficiency in the public transportation system etc., In 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.
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In 1948, Bajaj Auto began trading in imported Vespa scooters and three wheelers. Finally, in 1980, it setup a shop to manufacture them in technical collaboration with Piaggio of Italy. The agreement expired in 1971. In the initial stages, API it was later overtaken by Bajaj Auto dominating the scooter segment. Although various Government and Private enterprises entered the fray for scooters, the only new player that has lasted until 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 via Enfield, Ideal Jawa and Escorts. While Enfield bullet was a four-stroke bike, Jawa and the Rajdoot were two-stroke bikes. Enfield 350cc bikes and Escorts 175cc bike initially dominated the motorcycle segment. The two-wheeler market was opened to foreign competition in the mid 80s. And then the market leaders-E5corts and Enfield- were caught unaware by the onslaught of the 100 cc bikes of the four IndoJapanese joint ventures. With the availability of fuel-efficiency low power bikes, demand swelled resulting in Hero Honda the only producer of four-stroke bikes (100cc category), gaining a top slot. The first Japanese motorcycles were introduced in the early eighties. TYS 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 and70s 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 1.9mm vehicles in 1990.

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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 line with this, the scooter segment has consistently lost its part of the market share in the two~whee1er market. The reasons for recession in the sector were the incessant rise in fuel price, high input costs and reduced purchasing power due to significant rise in general price level and credit crunch in consumer financing. Factors as if increased production in 1992, due to new entrants coupled with the recession in the industry resulted in either company reporting losses or fail in profits.India is one of the very few countries manufacturing three wheelers in the world. It is the worlds largest manufacturer and seller of three wheelers. Bajaj Auto commands a monopoly in the domestic market with a market share of above 80%; Bajaj Tempo, Greaves Ltd and Scooters in India share the rest. The total number of registered two-wheelers and three-wheelers on road in India, as on March 1998 was 27.9nm and 1 .7nin respectively. The two-wheeler population has almost doubled in 1996 from a base of 12.6mn in 1990. PENETRATION OF TWO-WHEELERS: On a base of around 28mn vehicles on Indian roads and around 175mn households, there were only 160 motorized two-wheelers per thousand households in FY98. This compares poorly with countries like Thailand where it is around 600 per thousand households. Also with a household size of 5.5 persons and more than one wage earner in about 60% of the households, the potential for a second vehicle demand is also good. The number of households in the low-income group has fallen since FY86 and has been more pronounced in the post-reform period. On the other hand, the number of households in the middle, upper middle and high-income groups that form the consumer base for twowheelers, have increased. Their share of the total number of households has increased from 10.6% in FY88 to 20.5% inFY96. This rising income profile however, has, been more pronounced in the urban areas as average annual growth in industry surpassed that of agriculture in the period FY93 to FY96.
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The Indian two-wheeler industry is highly concentrated, with four players-

Hero Motocorp motors Ltd., (HMML), Bajaj Auto Ltd., (Bajaj Auto) TVS Motor Company Ltd., (TVS) Honda Motor Ltd.,(HML)

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4. COMPANY PROFILE
Hero MotoCorp Ltd. (Formerly Hero Honda Motors Ltd.) is the world's largest manufacturer of two - wheelers, based in India. In 2001, the company achieved the coveted position of being the largest two-wheeler manufacturing company in India and also, the 'World No.1' two-wheeler company in terms of unit volume sales in a calendar year. Hero MotoCorp Ltd. continues to maintain this position till date. HeroMotoCorp is now worlds largest manufacturer of two-wheelers. The company has benefited from the demand shift to motorcycles, as it focuses solely on this product segment (although has a product called Pleasure in Scooter segment). With fuel efficiency and riding comfort as the main selling points, HMC has been able to address a wide market and post robust sales growth even after its separation from the Japanese major Honda.

VISION
The story began with a simple vision the vision of a mobile and an empowered India, powered by its bikes. Hero MotoCorp Ltd., companys new identity, reflects its commitment towards providing world class mobility solutions with renewed focus on expanding companys footprint in the global arena.

MISSION
Hero MotoCorp's mission is to become a global enterprise fulfilling its customers' needs and aspirations for mobility, setting benchmarks in technology, styling and quality so that it converts its customers into its brand advocates. The company will provide an engaging environment for its people to perform to their true potential. It will continue its focus on value creation and enduring relationships with its partners. STRATEGY Hero MotoCorp's key strategies are to build a robust product portfolio across categories, explore growth opportunities globally, continuously improve its operational efficiency,

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aggressively expand its reach to customers, continue to invest in brand building activities and ensure customer and shareholder delight. MANUFACTURING Hero MotoCorp two wheelers are manufactured across three globally benchmarked manufacturing facilities. Two of these are based at Gurgaon and Dharuhera which are located in the state of Haryana in northern India. The third and the latest manufacturing plant are based at Haridwar, in the hill state of Uttrakhand.

TECHNOLOGY In the 1980's the Company pioneered the introduction of fuel-efficient, environment friendly four-stroke motorcycles in the country. It became the first company to launch the Fuel Injection (FI) technology in Indian motorcycles, with the launch of the Glamour FI in June 2006. Its plants use world class equipment and processes and have become a benchmark in leanness and productivity. Hero MotoCorp, in its endeavor to remain a pioneer in technology, will continue to innovate and develop cutting edge products and processes DISTRIBUTION The Company's growth in the two wheeler market in India is the result of an intrinsic ability to increase reach in new geographies and growth markets. Hero MotoCorp's extensive sales and service network now spans over to 5000 customer touch points. These comprise a mix of authorized dealerships, service & spare parts outlets and dealer-appointed outlets across the country.

Supply chain management

As the Company prepares to produce a wider range of products, efforts are being taken to align the supply chain and prime up its supplier base. During the year, the Company kick-started the

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process of migrating its existing brands to the new brand. The exercise is expected to be completed during 2012-13. During the year, the Company also commenced the process of working with its vendors to develop new parts. The Companys Supply Chain Management function is built on three planks: Cost Quality Sustainability

Tracking inventory cost effectively and efficiently is known to be a key source of competitive advantage in the automobile industry. Hence, it comes as no surprise that cost leadership is the Companys prime focus area. Continual pressure on margins forced the Company and its supply chain partners to find innovative and alternate ways to combat inflation. Considerable attention was given to managing component inventory in the system, with double-digit growth in inventory turnover. To align HR processes with the supply chain, top two HR consulting firms in India are working with supply chain partners. The exercise is aimed at improving robustness of people processes and resulting in a direct impact on quality, cost, productivity, delivery and reliability. The move will enable supply chain partners move to the next orbit of operational excellence. The Company initiated more than 30 quality improvement projects with supply chain partners to provide better quality products to customers. BRAND The new Hero is rising and is poised to shine on the global arena. Company's new identity "Hero MotoCorp Ltd." is truly reflective of its vision to strengthen focus on mobility and technology and creating global footprint. Building and promoting new brand identity will be central to all its initiatives, utilizing every opportunity and leveraging its strong presence across sports, entertainment and ground- level activation.

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Directors
Founder Director and Chairman Managing Director and CEO Board of Directors Name of the person Mr. Sunil Kant Munjal Mr. Suman Kant Munjal Mr. Paul Edgerley Mr. Pradeep Dinodia Gen. (Retd.) V. P. Malik Mr. Analjit Singh Dr. Pritam Singh Mr. M. Damodaran Mr. Ravinath Dr. Anand C.Burman Nature of the Office Non Executive Director Director Non Executive Director Director Director Director Director Director Director Director : : Dr. Brijmohan Lall Munjal Mr. Pawan Munjal .

Dr. Brijmohan Lall Munjal Mr. Munjal is the founder Director and Chairman of the Company and the $3.2 billion Hero Group. He is the Past President of Confederation of Indian Industry (CII), Society of Indian Automobile Manufacturers (SIAM) and was a Member of the Board of the Country's Central Bank (Reserve Bank of India). In recognition of his contribution to industry, Mr. Munjal was conferred the Padma Bhushan Award by the Union Government

Corporate Governance At Hero MotoCorp, it is the firms belief that the essence of Corporate Governance lies in the phrase ''Your Company''. It is ''Your'' Company because it belongs to you - the shareholders.

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The Chairman and Directors are ''Your'' fiduciaries and trustees. Their objective is to take the business forward in such a way that it maximizes ''Your'' long-term value.

This Company is committed to benchmarking itself with global standards for providing good Corporate Governance. It has put in place an effective Corporate Governance System which ensures that the provisions of Clause 49 of the Listing Agreement are duly complied with. The Board has also evolved and adopted a Code of Conduct based on the principles of Good Corporate Governance and best management practices being followed globally. Headquarter and Branches

Corporate & Registered Office Hero MotoCorp Ltd. 34, Community Centre, Basant Lok, Vasant Vihar, New Delhi - 110057, India. Tel: +91-11-26142451, 26144121 Fax: +91-11-26143321, 26143198

Zonal Offices East Zone Hero MotoCorp Ltd 3F, Neelamber Building, 28B, Shakespeare Sarani, Third Floor, Kolkata - 700017, India. Tel: +91-33-22810926 22810927, 22808922, 22811185 Fax: +91-33-22808923 Email: kolkata@heromotocorp.com

West Zone Hero MotoCorp Ltd. 15-A, Bhale Estate, Rear Wing, Third Floor, Pune-Mumbai Road,
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Wakadewali Pune - 411 003, India. Tel: +91-20-25511577, 25512161, 56012990-91 Fax: +91-20-25511266 Email: pune@heromotocorp.com

North Zone Hero MotoCorp Ltd. F-126, Katwaria Sarai, Opp. Qutab Institutional Area, New Delhi -110016, India. Tel: +91-11-26533981-2, 47619300 Fax: +91-11-26533983 Email: delhi@heromotocorp.com

South Zone Hero MotoCorp Ltd. No - 294, 2nd Floor, 6th Main, Off 100 ft Road, HAL 2nd Stage, Indira Nagar, Bangalore 560038, India. Tel: +91-80-25550430, 25584436, 25582436, 25321139 Fax: +91-80-25594036 Email: bangalore@heromotocorp.com

GRADING POSITIVES Market leadership, strong brand equity, professional management, high operating efficiency and established scale economies. Strong financial profile characterized by healthy margins, high profitability and cash generation. Potential upsides to our estimates: (1) HMCL sustains its current market share, leveraging its brand equity, product performance and distribution strengths; (2) industry growth exceeds our estimates over the medium term despite existing concerns on macro-economic scenario; (3) HMCL betters the margins estimated by us via
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sustained business growth and increases in operating efficiency even in the face of competitive and cost pressures.

GRADING SENSITIVITIES Key sensitivities to our estimates include: (1) Inflation in input costs not being neutralized by price increases because of competitive pressures; (2) High concentration on Executive segment; (3) Intensifying competition from global players; (4) Ability to develop in-house technical capability or form alternate technical tie-ups with external institutions.

Company History - Hero Moto Corp 1983 1984 1985 First motorcycle "CD 100" rolled out Hero Honda Motors Ltd. Incorporated Joint Collaboration Agreement with Honda Motor Co. Ltd. Japan signed Shareholders Agreement signed

1987 100,000th motorcycle produced1989New motorcycle model - "Sleek" introduced

1991 New motorcycle model - "CD 100 SS" introduced 500,000th motorcycle produced
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1992 Raman Munjal Vidya Mandir inaugurated - A School in the memory of founder Managing Director, Mr. Raman Kant Munjal 1994 1997 1998 1999 New motorcycle model - "CBZ" introduced Environment Management System of Dharuhera Plant certified with ISO-14001 by DNV Holland Raman Munjal Memorial Hospital inaugurated - A Hospital in the memory of founder Managing Director, Mr. Raman Kant Munjal 2000 2001 2002 New motorcycle model - "Dawn" introduced New motorcycle model - "Ambition" introduced
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New motorcycle model - "Splendor" introduced 1,000,000th motorcycle produced

New motorcycle model - "Street" introduced Hero Honda's 2nd manufacturing plant at Gurgaon inaugurated

2,000,000th motorcycle produced

4,000,000th motorcycle produced Environment Management System of Gurgaon Plant certified ISO-14001 by DNV Holland Splendor declared 'World No. 1' - largest selling single two-wheeler model "Hero Honda Passport Programme" - CRM Programme launched

New motorcycle model - "Passion" introduced One million production in one single year New motorcycle model - "Joy" introduced 5,000,000th motorcycle produced

Appointed Virender Sehwag, Mohammad Kaif, Yuvraj Singh, Harbhajan Singh and Zaheer Khan as Brand Ambassadors

2003 Becomes the first Indian Company to cross the cumulative 7 million sales mark Splendor has emerged as the World's largest selling model for the third calendar year in a row (2000, 2001, 2002) New motorcycle model - "CD Dawn" introduced New motorcycle model - "Splendor +" introduced New motorcycle model - "Passion Plus" introduced New motorcycle model - "Karizma" introduced

2004 2005 2006 2007 Hero Honda is the World No. 1 for the 6th year in a row
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New motorcycle model - "Ambition 135" introduced Hero Honda became the World No. 1 Company for the third consecutive year. Crossed sales of over 2 million units in a single year, a global record. Splendor - World's largest selling motorcycle crossed the 5 million mark New motorcycle model - "CBZ*" introduced Joint Technical Agreement renewed Total sales crossed a record of 10 million motorcycles

Hero Honda is the World No. 1 for the 4th year in a row New motorcycle model - "Super Splendor" introduced New motorcycle model - "CD Deluxe" introduced New motorcycle model - "Glamour" introduced New motorcycle model - "Achiever" introduced First Scooter model from Hero Honda - "Pleasure" introduced

Hero Honda is the World No. 1 for the 5th year in a row 15 million production milestone achieved

2008 2009 2010 2011 -

New 'Splendor NXG' launched New 'CD Deluxe' launched New 'Passion Plus' launched New motorcycle model 'Hunk' launched 20 million production milestone achieved

Hero Honda Haridwar Plant inauguration New 'Pleasure' launched Splendor NXG lauched with power start feature New motorcycle model 'Passion Pro' launched New 'CBZ Xtreme' launched 25 million production milestone achieved CD Deluxe lauched with power start feature New 'Glamour' launched New 'Glamour Fi' launched

Hero Honda GoodLife Program launched Hunk' (Limited Edition) launched Splendor completed 11 million production landmark New motorcycle model 'Karizma - ZMR' launched Silver jubilee celebrations

New model Splendor Pro launched Launch of new Super Splendor and New Hunk

New licensing arrangement signed between Hero and Honda (Hero Honda is renamed as Hero) Launch of new refreshed versions of Glamour, Glamour Fi, CBZ Xtreme, Karizma Crosses the landmark figure of 5 million cumulative sales in a single year

2012 Page 23

45% market share in the domestic two-wheeler market 56% market share in the domestic motorcycle market Declared a dividend of 2,250% in 2011-12, i.e. 45 per equity share of the face value of 2 per share

Awards & Recognitions on 2011 Two-wheeler Manufacturer of the Year award by Bike India magazine. Adjudged the "Bike Manufacturer of the Year" at the Economic Times Zig Wheels Car and Bike Awards. CNBC Awaaz - Storyboard special commendation for "Effective rebranding of a new corporate entity" by CNBC Awaaz Consumer Awards "Most Recommended Two-Wheeler Brand of the Year" award by CNBC Awaaz Consumer Awards Colloquy Loyalty Awards "Innovation in Loyalty Marketing International 2011" for Hero Good Life "Best Activity Generating Short or Long-Term Brand Loyalty" by the Promotion Marketing Award of Asia Order of Merit for Hero Good Life Ranked No 1 brand in the Auto (Two-Wheelers) category in the Brand Equity "Most Trusted Brand" 2011 serve

Profile of target customer Hero MotoCorp basically targets the every each and segments of the market. So there are some products like splendor, CD- dawn (rs40000-50000) they made for lower segment of the market and glamour, passion, CBZ, karizma (rs above 50000) for the upper segment of the market. And now they are trying to target the young people of the market. Indias Hero MotoCorp, the worlds largest producer of motorcycles and scooters, has announced its intention to expand globally, with plans to sell vehicles on three continents and nearly double its unit sales within five years. The company, whose family shareholders bought

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out its former partner Honda Motor this year, said it would invest about $1bn to expand internationally in south-east Asia, Africa, and Central and Latin America.

Customer Relationship Activity

For making a better relationship with customer they always use genuine parts in their product. And after selling they have the services and maintenances. Their constant endeavor is to support the company's mandate of providing highest level of customer satisfaction by taking good care of customers two-wheeler service and maintenance through their vast network of more than 2100 committed dealers and service outlets spread across the country. Apart from that hero motocorp focused on cleanliness and other aesthetics of the service stations and add such air conditioned waiting area, internet surfing, coffee shops etc to enhance the in house experience of the customers at those customer touch point. To ensure that millions of customers in the rural area are not left waiting for adequate service as it is impossible for the company to introduce service station at every nook and corner of the country, mobile service stations are regularly arranged with prior intimation to public about the rout that the mobile workshop would take when passing through that region so that customers can come and get their two wheelers serviced. All these activities are aimed to increase the customer loyalty and thus retaining customers.

Good life: Customer Loyalty Program

Good Life is a Customer Relationship Program introduced a decade ago, which Endeavours to enhance customer satisfaction and initiate increased levels of member engagement. The main objective of this Program is to make our customers our Brand Ambassadors to generate referral sales and boost service visits. The Good Life Program has enabled the Company build a consolidated base of 10 million plus loyal customers; in the process, a new distribution platform has emerged. GoodLife now contributes a huge 14% to the Companys overall sales (purely through referrals), in addition to incremental sales. Good Life has emerged as the largest Customer Relationship Program in
Page 25

India, witnessing additions of 0.38 million members each month. During the year, the Programs member base shot up 16%, with new 4.51 million transactions being undertaken. Besides aiming to increase the number of customers and volume of transactions, the Program seeks to enhance revenue opportunities for dealers as well. Different levels of engagement have been in-built into the Program with the aim of increasing its people engagement initiatives. Some of these are: transaction-based rewards, exclusive event invites, personal accidental insurance, service continuity bonus, transaction benefits on special occasions (birthdays, anniversaries), quarterly newsletters and interaction through a program website. The Program began with a member transaction booklet, a replica of the Passport Booklet, which helps in engaging with customers. However, the Program has been e-enabled now to improve its geographical reach and efficiency level. It runs on the backbone of a robust and engaging front-end and a sound, solid and technical back-end. The Program includes customized technology, combining a mix of Magnetic Swipe/Bar Code. Personalized Membership Cards are shared with Good Life members, which are easy to carry, transact and earn/redeem rewards. Online member profiling and real-time customer feedback module (via questionnaires) are some more salient features of the Program. During the year, Good Life has been the recipient of several accolades and awards on national and international platforms. Some of these were: Order of Merit in PMAA awards 2011 under Best Activity Generating Short or Long Term Brand Loyalty category Colloquy Award under Innovation in Loyalty Marketing (International) category Qualified as ECHO Finalist (5th place) in 2011 DMA International ECHO Awards competition Loyalty Award under Auto Sector

PORTFOLIO OF PRODUCTS Hero MotoCorp offers wide range of two wheeler products that include motorcycles and scooters, and has set the industry standards across all the market segments.

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100cc Bike category SPLENDOR PLUS SPLENDOR NXG SPLENDOR PRO PASSION PRO PASSION XPRO MAESTRO PLEASURE HF DAWN HF DELUXE

125cc Bike category GLAMOUR SUPER SPLENDOR IGNITOR Glamour PGM FI

150cc Bike category ACHIEVER KARIZMA KARIZMA ZMR IMPULSE

Page 27

HUNK XTREME

Termination of Honda joint venture

In December 2010, the board of directors of the Hero Honda Group has decided to terminate the joint venture between Hero Group of India and Honda of Japan in a phased manner. The Hero Group would buy out the 26% stake of the Honda in JV Hero Honda. Under the joint venture Hero Group could not export to international markets (except Sri Lanka) and the termination would mean that Hero Group can now export. Since the beginning, the Hero Group relied on their Japanese partner Honda for the technology in their bikes. So there are concerns that the Hero Group might not be able to sustain the performance of the Joint Venture alone. The Japanese auto major will exit the joint venture through a series of off market transactions by giving the Munjal familythat held a 26% stake in the companyan additional 26%. Honda, which also has an independent fully, owned two wheeler subsidiaryHonda Motorcycle and Scooter India (HMSI)will exit Hero Honda at a discount and get over $1 billion for its stake. The discount will be between 30% and 50% to the current value of Honda's stake as per the price of the stock after the market closed on Wednesday. The rising differences between the two partners gradually emerged as an irritant. Differences had been brewing for a few years before the split over a variety of issues, ranging from Honda's reluctance to fully and freely share technology with Hero (despite a 10-year technology tie-up that expires in 2014) as well as Indian partner's uneasiness over high royalty payouts to the Japanese company. Another major irritant for Honda was the refusal of Hero Honda (mainly managed by the Munjal family) to merge the company's spare parts business with Honda's new fully owned subsidiary Honda Motorcycle and Scooter India (HMSI). As per the arrangement, it will be a two-leg deal. In the first part, the Munjal family, led by Brijmohan Lal Munjal group, will form an overseas-incorporated
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special purpose vehicle (SPV) to buy out Honda's entire stake, which will be backed by bridge loans. This SPV would eventually be thrown open for private equity participation and those in the fray include Warburg Pincus, Kohlberg Kravis Roberts (KKR), TPG, Bain Capital, and Carlyle Group. Honda will continue to provide technology to Hero Honda motorbikes until 2014 for existing as well as future models.

FUTURE INVESTMENT:

Hero Motocorp Ltd formed a joint venture with Magneti Marelli to develop and manufacture new fueling systems.

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MARKET SHARE OF THE COMPANY AS PER MARCH 2013

42.12

20.4

19.53 12.74 5.21

Hero motocorp

Bajaj

Honda

TVS

Others

HERO MOTOCORP shows that its a market leader for the march 2013. Though it lost 3.23% of its share for the year ended December 2013, is a market leader in india.

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REVIEW OF LITERATURE
Planning for the future to achieve the long-term objective is integral to the survival and growth of every business. Strategic planning today has to take into cognizance the rapid changes in technology, increased competitiveness and the turbulent business environment, also with the world becoming one big global village. Strategy covers every aspect of business from business reengineering, new business development, product development and brand positioning to advertisements promotional campaigns, media and publicity. It is a game of innovation. In fact, marketing people are involved in marketing 10 types of entities; goods, services, experience, events, persons, places, properties, organizations, information and ideas. Marketing management is the art and science of choosing target markets and getting, keeping and growing customers through creating, delivering and communicating superior customer value. India is second largest manufacturer and producer of two-wheelers in the world. It stands next to Japan and China in terms of the number of two wheelers produced and domestic sales respectively. Indian two-wheelers industry made small beginning in early 50s when Automobile products of India (API) started manufacturing scooter in India. Hero was established on 13th of April 1984. The Indian two wheelers Industry can be broadly classified as scooter,

motorcycles and mopeds/scooters. In last six years domestic two-wheelers has seen structural charges. This can be seen from the change in composition of two wheeler sales, where the motorcycles have gained market share from the scooter and moped or scooters segments. The consumer is now faced with proliferation of brand models. Getting new customers as well as retaining them is an important task of manufacturers. So service after sales is very important. A satisfied customer brings in more name and goodwill to the company, which is why customer satisfaction is given more importance in todays competitive world. A study on this aspect with Hero two-wheelers at Hero MotoCorp Ltd was made.

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NEED FOR THE STUDY

Marketing starts with identifying the needs of customers and ends in satisfying those wants. The goal of marketing is to attract new customers by promising superior value and to keep current customers by delivering satisfaction based on their preferences retaining them. Without customer, no market exists. As the customers are regarded as the superiors in todays market, the level of satisfaction and their preferences should be keenly studied. The two-wheeler industry has been expanding rapidly. Gone are the days when possessing a two-wheeler was seen as a luxury. Now days, it is viewed as a mere necessity. Prior, sale of two-wheelers was mainly confined to urban areas but lately in rural areas the bicycles are being replaced by power driven two-wheelers such as scooters, motorcycles. Not only this, this industry has also customers ranging from all demographic segments. It has been common sights that even school going children are driving two-wheelers. The women customers are also increasing due to increase in women literacy and employment. Getting a new customer is difficult, than retaining a current customer is a more difficult one and not only that it is estimated that the cost of attracting a new customer is five times the cost of retaining current customer. It requires a great deal of effort to induce satisfied customer to switch away from their current preference. Thus, customer satisfaction is been given top priority in todays competitive world. Therefore, keeping the above stated objective in mind, this study was conducted to ascertain the customers satisfaction towards Hero two-wheelers in Hero MotoCorp Ltd. In view of this, a detailed study of customer preferences, levels of satisfaction and their complaints and suggestions was undertaken.

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STATEMENT OF THE PROBLEM

This Project has been titled A study of customer satisfaction towards Hero motors Bikes after the split with Honda." To study the new market of Hero motors after the split with Honda, the consumer response to the bike and needed improvement area The study would help to understand the consumer satisfaction to their expectation.
OBJECTIVES

To measure the satisfaction levels of customers of Hero Motocorp. To know services rendered by the dealer. To suggest various measures necessary to improve the service. To compare satisfaction level of bikes with other brands

LIMITATIONS I have observed the following limitations in the course of my study. 1. The areas which were selected were limited only to Nandyal i.e., the findings are regional and do not represent the state or country. 2. Time constraints hampered the study. 3. There may be respondents bias. 4. The split happened 2 years before, the study not giving the long run result of Hero Motors Bikes

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METHODOLOGY OF THE STUDY

The information required for this study obtained was basically through two sources. Primary Data: Primary Data has been gathered by a survey through a structured questionnaire. Secondary Data: Secondary Data comprises of information obtained from annual reports, brochures, manuals websites etc.

Research design Research approach Research instrument: Sample size Sample technique Statistical tool

: :

Descriptive research Survey Method Structured Questionnaire

: : :

100 Convenience Sampling CHI-square test, Percentage analysis, bar charts, pie-charts.

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DATA ANALYSIS AND INTEPRETATION 1. SHOWING TYPE OF HERO TWO WHEELER MODELS OWNED

Num

Name of Hero two wheeler 1 2 3 4 5 6 7 8 9 10 11 12 13 14 SPLENDOR PLUS SPLENDOR PRO PASSION PRO HUNK GLAMOUR KARIZMA ZMR KARIZMA MAESTRO SUPER SPLENDOR SPLENDOR NXG PLEASURE HF DAWN PASSION XPRO IMPULSE Total

No. of respondents 25 10 30 2 3 2 1 3 2 5 6 1 9 1 100

Page 35

35

30

25

20

15

10

Inference: - From the above table it is inferred that, 30% of respondents held Passion Pro and 25% of respondents held Splendor Plus, Splendor Pro 10%, and Passion Xpro 9%. The remaining two wheelers are very less in %. The table is inferred that some of the models are very less in market. This formed the basis of the study.

Page 36

2. AGE OF RESPONDENTS

AGE(years) 18-25 25-30 > 30

No. of respondents 30 29 41

45 40 35

41

30
30 25 20 15 10 5 0

29

18-25

25-30

>30

Inference: From the above table it is inferred that 41% of the people are morethan 30, 29% are of 25-30 and 30% are 18-25.

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3. INCOME PER ANNUM

IINCOME Lessthan 2 lakhs 2-3 lakhs 3-4 lakhs Greaterthan 5 lakhs

No. of respondents 24 26 40 10

40

24

26

10

< 2 lakhs

2-3 lakhs

3-4 lakhs

> 5 lakhs

Inference: From the above table it is observed that, 40 % of people are earning 3-4 lakhs, 24% below 2 lakhs, 26% 2-3 lakhs and 10% are > 5 lakhs.

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4. SATISFACTION LEVELS OF CUSTOMERS REGARDING MILEAGE

SATISFACTION LEVEL Satisfied Highly satisfied Indifferent Dissatisfied Highly dissatisfied

No. of respondents 48 33 02 11 06

33

23

11 6 2

satisfied

highly satisfied

indifferent

dissatisfied

highly dissatisfied

Inference From the above table it is inferred that 81% are satisfied with the mileage and 17% are dissatisfied.

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5. SATISFACTION LEVELS OF CUSTOMERS BASED ON STYLE:

SATISFACTION LEVEL Satisfied Highly satisfied Indifferent Dissatisfied Highly dissatisfied

No. of respondents 42 13 15 16 14

42

13

15

16

14

satisfied

highly satisfied

indifferent

dissatisfied

highly dissatisfied

Inference: From the above table it is observed that, 42% of respondents satisfied with the style of bikes 13% says that they are highly satisfied. Morethan 30% are dissatisfied with the style of different bikes.

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6. PERFORMANCE LEVEL OF BIKE COMPARING WITH OTHER COMPANY BIKES:

SATISFACTION LEVEL Satisfied Highly satisfied Indifferent Dissatisfied Highly dissatisfied

No. of respondents 45 28 0 11 16

45

28

16 11

satisfied

highly satisfied

indifferent

dissatisfied

higghly dissatisfied

Inference: From the above table it is observed that, 73% of respondents are satisfied with the performance of hero bikes compared to other and 27% are dissatisfied with the performance.

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7. SATISFACTION LEVEL ON PICKUP /SPEED OF VEHICLE

SATISFACTION LEVEL Satisfied Highly satisfied Indifferent Dissatisfied Highly dissatisfied

No. of respondents 32 24 13 16 15

32

24

16 13

15

satisfied

highly satisfied

indifferent

dissatisfied

higghly dissatisfied

Inference: The above table inferred that 56% are satisfied, 31% are dissatisfied and 16% indifferent towards the pickup or speed of Hero bikes.

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8. OPINION OF CUSTOMERS ON PRICES OF HERO MOTOCORP BIKES:

SATISFACTION LEVEL Satisfied Highly satisfied Indifferent Dissatisfied Highly dissatisfied

No. of respondents 62 14 03 16 05

62

14 3

16 5

satisfied

highly satisfied

indifferent

dissatisfied

higghly dissatisfied

Inference:From the above table it is observed that, 76% of respondents are satisfied with the prices of bikes. 21% feel that prices are not at all satisfactory. 3% feel indifferent regarding prices.

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9. SATISFACTION LEVELS ON WARRANTY OF VEHICLE

SATISFACTION LEVEL Satisfied Highly satisfied Indifferent Dissatisfied Highly dissatisfied

No. of respondents 43 10 0 42 05

43

42

10 5 0

satisfied

highly satisfied

indifferent

dissatisfied

higghly dissatisfied

Inference:From the above table, we can say that Only 53% are satisfied with the warranty and 47% are dissatisfied with the warranty that the company is providing.

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10. OPININION ON PRICES OF SPARE PARTS:

SATISFACTION LEVEL Reasonable Affordable Costly High cost

No. of respondents 57 10 19 14

57

19 14 10

Reasonable

Affordable

Costly

High cost

Inference:From the above table it is observed that, 57% of the respondents feel reasonable 10% feel affordable 19% feel they are costly and 14% feel high cost on spare parts of bikes.
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11. SATISFACTION LEVEL OF CUSTOMERS ABOUT PRE PURCHASE SERVICE

SATISFACTION LEVEL Satisfied Highly satisfied Indifferent Dissatisfied Highly dissatisfied

No. of respondents 31 27 07 22 13

31 27 22

13 7

satisfied

highly satisfied

indifferent

dissatisfied

higghly dissatisfied

Inference:From the above table it is observed that, 58% of customer says pre purchase service performance by Hero MotoCorp is satisfactory. Morethan 35% feel that they are not satisfied.

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12. SATISFACTION LEVEL OF CUSTOMERS ABOUT AFTER SALE SERVICE:

SATISFACTION LEVEL Good Excellent Average Poor

No. of respondents 43 06 29 22

43

29 22

Good

Exellent

Average

Poor

Inference:From the above table it is observed that, 43% feel good, 6% feel excellent, 29% feel average and 22% feel poor regarding after sale service.
Page 47

13. CUSTOMERS RECOMMEND OTHERS TO BUY HERO MOTOCORP:

No. of respondents Yes No 84 16

84

16

Yes

No

Inference:From the above table it is observed that, 84% said that they recommend hero bikes to others and 16% said that they wont refer.

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14. OVER ALL SATISFACTION LEVEL

SATISFACTION LEVEL Satisfied Highly satisfied Indifferent Dissatisfied Highly dissatisfied

No. of respondents 50 40 6 3 1

50 40

satisfied

highly satisfied

indifferent

dissatisfied

higghly dissatisfied

Inference:From the above table it is observed that, 90% said that they are satisfied with the overall performance of bikes Only 4% people are dissatisfied and 6% are indifferent.

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NULL HYPOTHESIS (HO)

There is no significant difference between MILEAGE and OVER ALL SATISFACTION of bikes.

Mileage

Overall satisfaction

Satisfied Dissatisfied Total

81 17 98

90 04 94

171 21 192

Observed(O) 81 17 90 4 Total

Expected(E) 87.28 10.71 83.71 10.28

(O-E)2/E 0.451 3.694 0.472 3.836

8.453
Page 50

DEGREES OF FREEDOM: (Row-1) (Column-1) = (2-1)(2-1) =1 degree At 5% level of significance, Table value of 1 degree @ 5% level of significance is 3.84.

INFERENCE
Calculated value is (8.453) greater than the table value (3.84) so (HO) rejected. There is significant difference between MILEAGE and OVER ALL SATISFACTION.

Page 51

FINDINGS

84% of people said that they recommend hero motocorp to others. It is observed that only 49% people feel good of after sale services. It is observed that only 56% are satisfied with the pickup of bikes. 47% are totally dissatisfied with the warranty of bikes.

Good to see 90% of people are satisfied overall performance. It is observed that 76% of the customers said that the prices of Hero Motocorp are fair. 30% of customers have odd opinions on the style or look of vehicles. 27% of customers said that they are dissatisfied with the performance of the bike compared to others.

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SUGGESTIONS

Company should focus on consumer preferences like Style of bikes should be improved further. After sale service should highly be improved. Their warranty levels for bikes to be improved. Almost half of the respondents are disappointed with the pickup/speed of the bike so it needs to be improved. Services should be done in time. Majority of customers are from middle class families, hence that segment should be taken care.

Page 53

CONCLUSION

For making a better relationship with customer they always use genuine parts in their product. And after selling they have low services and maintenances. Their constant endeavor is to support the company's mandate of providing highest level of customer satisfaction by taking good care of customers two-wheeler service and maintenance through their vast network of more than 2100 committed dealers and service outlets spread across the country. Apart from that Hero MotoCorp Ltd focused on cleanliness and other aesthetics of the service stations and add such air conditioned waiting area, internet surfing, coffee shops etc to enhance the in house experience of the customers at those customer touch point. To ensure that millions of customers in the rural area are not left waiting for adequate service as it is impossible for the company to introduce service station at every nook and corner of the country, mobile service stations are regularly arranged with prior intimation to public about the rout that the mobile workshop would take when passing through that region so that customers can come and get their two wheelers serviced. All these activities are aimed to increase the customer loyalty and thus retaining customers.

Page 54

QUESTIONAIRE
PERSONAL INFORMATION:

NAME:

GENDER: MALE ( ) AGE: 18-25 ( ) BETWEEN 25 TO 30 ( ) ABOVE 30( ) FEMALE ( )

OCCUPATION: BUSINESS ( ) EMPLOYEE ( ) STUDENT ( ) OTHERS ( )

TELEPHONE NO: _______________________ QUESTIONNAIRE: 1. What is the name of bike you use in HERO? _____________________________________________ 2. Level of satisfaction regarding mileage of your bike? ] A) Satisfied c) Indifferent b) Highly satisfied d) Dissatisfied e) Highly dissatisfied. [ ] [

3. Level of satisfaction style of your bike? A) Satisfied c) Indifferent b) Highly satisfied d) Dissatisfied

e) Highly dissatisfied.

Page 55

4. Performance level of your bike comparing with other companys? A) Satisfied c) Indifferent b) Highly satisfied d) Dissatisfied e) Highly dissatisfied

[ ]

5. How much you are satisfied with the quality of the product? a) Highly satisfied c) Dissatisfied b) satisfied d) highly dissatisfied

[ ]

6. Level of satisfaction speed/pickup of your bike? A) Satisfied c) Indifferent b) Highly satisfied d) Dissatisfied

[ ] e) Highly dissatisfied.

7. Level of satisfaction on prices of your hero bikes? A) Satisfied c) Indifferent b) Highly satisfied d) Dissatisfied e) Highly dissatisfied.

[ ]

8. Level of satisfaction on warranty of bikes? A) Satisfied c) Indifferent b) Highly satisfied d) Dissatisfied e) Highly dissatisfied.

[ ]

9. Opinion on prices of spare parts of hero bikes A) Reasonable c) Costly b) Affordable d) High cost

[ ]

10. Level of satisfaction on pre purchase service of HERO? A) Satisfied c) Indifferent b) Highly satisfied d) Dissatisfied

[ ] e) Highly dissatisfied.

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11. Level of satisfaction post sale service of HERO? A) Satisfied c) Indifferent b) Highly satisfied d) Dissatisfied e) Highly dissatisfied.

[ ]

12. What is your opinion on Advertising a) Good c) Average b) very good d) bad e) very bad

[ ]

13. Would you like to recommend hero bike to others a) Yes b) No

[ ]

14. Overall satisfaction regarding HERO bikes A) Satisfied c) Dissatisfied b) Highly satisfied d) highly dissatisfied

15. Any suggestions regarding bikes further improvements .

Page 57

BIBLIOGRAPHY

TEXT BOOKS
Philip Kotler (1999), 13th Edition MARKETING MANAGEMENT prentice all India Ltd., New Delhi. 2. Donald R. Cooper, Pamela S. Schindler (2006) 9th Edition, Business Research Methods Tata McGraw Hill Education Private Limited, New Delhi S.P.Gupta (1999) 2nd Edition, STATISTICAL METHODS Sultan Chand & Company Limited New Delhi.

WEBSITES

www.google.com www.hero motocorp.com

www.wikipedia.com www.motorbeam.com

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