Basheshwar Motar

CUSTOMER SATISFACTION AT BASAVESHWARA MOTORS
CONTENTS
Executive summary
Introduction
Hero Honda auto limited
Martad motors & group of companies
Organization summary
Sales procedure
Market share of two wheelers
Profile of town
Town details
Investments
Customer Satisfaction (theory)
Methodology & research design
Data analysis & interpretation
Summary of findings, conclusions & Recommendations &
limitations of the study
Annexure
Bibliography
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Executive summary
I have conducted a study on Customer Satisfaction

by studying the overall administration.
During the course of my studies, I got detailed
information about Basaveshwara Motors; its organization &
administration. I have analyzed the sales & service procedure
of the company. I have collected the data by random
sampling method. I have placed conclusions with some
recommendations. Because of time constraint I have judged
the customer satisfaction with limited ratios & study of
problem in brief.
OVERVIEW OF TWO- WHEELERS MOTORS
History:
The Britannica Encyclopedia describes a motorcycle

or tricycle propelled by an internal- combustion engine (or
less often by an electric engine).
The motors as mini bikes, scooters, & mopeds or
motorized velocipedes, are usually air-cooled and range from
100 to 250 cc (1.5 to 15 cubic inches) in displacement, the
multiple-cylinder motorcycles have displacements of more
then 1300 cc.
The automobile was the reply to the 19 th century
dream of self-propelling the horse-drawn carriage. Similarly
the invention of the motorcycle created the self-propelled
bicycle. The first commercial design was a three wheeler
built by Edward Butler in Great Britain in 1884. This
employed a horizontal single-cylinder gasoline mounted
between two steer able front wheels and connected by a drive
chain to the rear wheel.
The 1900s saw the conversion of many bicycles, or

pedal cycle by adding small, centrally mounted spark ignition
engines. There was then felt the need for reliable
constructions. This led to road trail tests & competition

between manufacturers. Tourist trophy (TT) races were held
on the Isle of Man in 1907 as reliability or endurance races.
Such were the proving ground for many new ideas from two-
stroke-cycle designs to supercharge, multivalve engine
mounted on aerodynamic, carbon fiber reinforced bodywork
Origin of Motor - Scooters.
Edward Butler, an Englishman, built the 1st motor

tricycle in 1884. The 1st gasoline-engine motorcycle to
appear publicly was built by Gottlieb Daimler, of Bad

Cannstatt, Germany in1885. The French and Belgians,
followed by British, German, Italian, & American makers,
designed the 1st practical engines and motorcycles.
The popularity of the vehicle grew, especially after
1910. During World War I all branches of the armed forces in
Europe, principally for dispatching, used the motorcycle.
After the war it enjoyed a sport vague until the Great
Depression began in 1929. After World War II a revival of
interest in motorcycles lasted into the late 20 th century, with
the vehicle being of high-speed touring & sport competitions.
The practice of attaching auxiliary engines to bicycles
in Western Europe & parts of US led to the development
during the 1950s of a new type of light motorcycle, the
moped. Originating in Germany as a 50 cc machine with
simple controls & low initial costs, it was largely, free of
licensing and insurance regulations except in Great Britain.
The more sophisticated motor scooter originated

in Italy soon World War II, led by manufacture of
a 125cc mode. Despite strong competition from
West Germany, France, Austrian, & Britain, the

Italian scooters maintained the lead in the
diminishing market. The scooter has small wheels
from 20 to 36 cm (8 to 14 inches) in diameter, and
the rider sits inside the frame. Power units are
placed low & close to the rear wheel, which does
level gearing or chain drive. Capacities vary from
100 to 250 cc & four- speed gearing is common.
INTRODUCTION TO HERO HONDA

AUTO LTD
The HERO HONDA Group came into existence

during the turmoil & the euphoria of Indias freedom
struggle. Jamnalal j, founder of the HERO HONDA group,
was a confidant & disciple of Mahatma Gandhi, & was
deeply involved in the effort for freedom. The integrity

dedication resourcefulness & the determination and to
succeed which are the characteristics of the company today,
are often tracked back to its births during those long days of
relentless devotion to a common cause.
Kamalnayan, the eldest son of Jamnalalj, succeeded
his father in 1942, at the age of twenty-seven. Putting the
nation before business, he devoted himself to the latter only
after India achieved Independence in 1947, but when he did
so, put his heart and soul into it. Within a short while, he not
only consolidated the Group, but also diversified into various
manufacturing activities, elevating the Group to the status it
enjoys till this day.
Rahul today heads the Group. He has been the Chief
Executive Officer of Hero Honda since 1968 and is
recognized as one of the most outstanding business leaders in
India. As dynamic and ambitious as his illustrious
predecessors, he has been recognized for his achievements at
various national and international forums.
Hero Honda is currently Indias largest two and three-
wheeler manufacturer and one of the biggest in the world.
Hero Honda has long left behind its annual turnover of Rs.72
million (1968), to currently register an impressive figure of

Rs.42.16 billion (US$ 936 million).
Board of Directors
Rahul Sharma Chairman

Madhur Guptha Vice Chairman & Whole
Time Director
Rajiv jain Managing Director
Sanjiv K Executive Director
Kantikumar.R.Podar Director
Shekar Khanna Director
D.J. Balaji Rao Director
D.S.Mehta Whole Time Director
J.N.Godrej Director
S.H.Khan Director
Mrs. Suman Kirloskar Director
Naresh Chandra Director
Nanoo Pamnani Director
Rarun Das Director
Manish Kejriwal Director
Committee of the Board

Audit Committee
S.H.Khan Chairman
J.N.Godrej
Nanoo Pamnani
D.J. Balaji Rao
Naresh Chandra
Shareholders & Investors Grievance Committee
D.J. Balaji Rao Chairman
J.N.Godrej
Naresh Chandra
Remuneration Committee
D.J. Balaji Rao Chairman
S.H.Khan
Naresh Chandra
Registered under the Indian Companies Act, VII of 1913
REGISTERED OFFICE Akurdi, Pune 411 035
WORKS Akurdi, Pune 411 035
Hero honda Nagar, Waluj Aurangabad
Chakan Industrial Area,
Chakan, Pune.
INTERNATIONAL MARKETING
Based on our on brand of globalization, we have built
our distribution network over sixty countries worldwide and
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multiplied our exports from 1% of total turnover in Fiscal

1989-90 to over 5% in Fiscal 1996-97.
The countries where our products have a large market are
USA, Argentina, Colombia, Peru, Bangladesh, Sri Lanka,
Italy, and Sweden, in Urguay with 30% of the motorcycle
market and in Bangladesh with 95% of the three- wheeler
market.
Several new models are being developed specially for
global markets and with these we will progressively
endeavour to establish our presence in Europe too.
In countries where we perceive a good market potential, we
seek a tie up with one of the major industrial establishment,
which would be in a position to invest in the project and
which would also entire manufacturing activities apart from
marketing, distribution after sales services through well-
established nation-wide network.
We offer a full range of services to such business partners.
Training in sales, service and spare parts management based
on the Hero Honda Distribution system. Active in setting up
manufacturing facilities overseas including of technical know
how.
Assistance in setting up an assembly plant for assembly of
vehicles from completed knocked down (CKD) how.
Select machinery and equipment, training of technical

personal, all in a phased manner as required by the regulation
in the recipient country.
ACCOMPLISHMENT:
Hero honda Auto continued to be Indias largest exporters of

two. During 2004-05 it exported 1, 96,710 two & three
wheelers which represented a growth of 26% over 2003-04.
Export now consists 11% in volumes terms & 12% of its
value of net sales.
R & D OBJECTIVES AND SET-UP
The objective of Hero honda Autos R&D is to

contribute towards making life a better experience for society
as a whole. At Hero honda auto, we intend to achieve this

objective by giving priority to environmental concerns,
which include minimizing toxic emissions and optimizing the
use of natural resources while also keeping in mind the exact
requirements of the customers in a fast changing world
racing towards modernization.
We intend to use R&D not only to develop products better
and faster, but also to evolve technologies that are eco-
friendly, more fuel efficient and cost effective.
Our strength in R&D comprises 500 dedicated professionals
who work as team members on a platform concept. These
platforms comprise of engineers skilled in product
engineering, manufacturing engineering, component
development, project management and quality assurance. The
primary objective of these platform is to develop newer,
better, more efficient and less polluting vehicles for both
Indian and International market.
Hero honda foreign technology partners, like Kawasaki,
Kubota and Tokyo R&D, collaborate closely with the
platform teams, with transfer of latest technology and R&D
assistance. Our designs are also subjected to an exacting a
critical assessment from our technology partners.
INTRODUCTION TO BASAVESHWARA
MOTORS
(AUTO SERVICE CENTER) ILKAL.
BASAVESHWARA MOTORS is an authorized

Service dealer of HERO HONDA COMPANY LTD for the
marketing of spares, services, repairs of Hero honda vehicles.
Basaveshwara motors commenced operation from 4th

April 2009 at Ilkal with a goal to sell Hero honda vehicles
and Hero honda Genuine parts and to provide the top quality
after sale service to their customers.
Basaveshwara motors at Ilkal have a 2240 Sq.m land

opposite to J B HOSPITAL in Joshi Galli with spares
department and state of the art workshop.
ORGANIZTION CHART
PROPRIETOR
CLERK/COMPUTE
MANAGER
SR.MECHANIC
SUPERVSOR
SKILLED
HELPER STORE KEEPER
R OPERATOR
STRENGTH
SALES MANGER ONE
SERVICE ENGINEER ONE
SPARES INCHARGE ONE
SENIOR MECHANIC THREE
SPARES ASSISTANT ONE
SKILLED LABOURS TWO
HELPER THREE
WASHER TWO
TOTAL FOURTEEN
DEALERSHIP & OPENING OF THE
SERVICE STATION
BASAVESHWARA MOTORS have got the

dealership for a HERO HONDA AUTHORISED SERVICE
STATION on 30th JAN 2009 through the Hero honda Auto
Ltd., and started Service Station in the presence of Mr. B.M.
Kulkarni and Mr. Umesh Chandratre.
Some of the memorable moments of the opening ceremony
of service station are below,
SALE PROCEDURES
1) Showroom & field sales
Showroom field executive attends inquiry of

customers entering in to the showroom & field executive
visit the customers & handle inquiry & supplying the
required & demanded information to them.
If required they give demonstration of vehicles &
distribute vehicles catalogue sent by Hero honda Company
limited. They then follow the
procurement of order & where as the field sales executive co-
ordinates between the customer and the company.
Then they meet the owner of vehicles including
their customers & explain them about spares availability &
service facility in the company & convince them bring their
vehicle to the workshop for service/repair.
2) Issue of Pro-forma invoice:

Customers are given pro-form invoice if needed by
sales executive with explanation about different models,
colours places & booking procedures, delivery procedures
& time.
3) Booking of Vehicles:
At the time of booking customers comes with the
payment order booking form will be filled up by the sales
executive with the customer details, giving a vehicle

allotment number, payment and vehicle details taking
customers signature on it one copy of the same & the copy
of payments acknowledgement receipt will be given to the
customer. Their other copies, along with the letter from
bank /financial & customers proof address will be kept in
the customers file.
4) Procurement of vehicles:
Funds will be remitted to Hero honda Company as and
when required. The vehicles will be lifted against L.C. after
receiving vehicles from Hero honda Company; all the details
will be entered in to vehicles receipt registered & also fed
into the computer. All new vehicles undergo pre-delivery
inspection before delivery to customers.
5) Allotting of vehicles & sending intimation to
customers:
Vehicle will be allotted to the customers & then
intimation letter is sent to them, which would contain vehicle
delivery date, expected documents & balance payment to be
paid.
5) Delivery of vehicles:
Invoice, sale letter & gate pass will be prepared &

customers signature is taken on the sale letter at the time of
delivery.
Required help will be provided in case of registration
of the vehicle & also in case of insurance, as special services
provided to the customers.
Lastly, new vehicle delivery note is filled &
customers signature is taken on it, when the customers takes
actual delivery of the vehicle.
6) Post-delivery follow-up:
Tele-marketing executive will call up local
customers to check for the responses are recorded accordingly.
Any complaints received will be referred immediately to the
concerned department head.
Service Procedure
Service activities start with the entry of customer into

the front office workshop Department. The customers have to
handle their queries with concerned workshop staff with
opening of job card & the vehicle is booked for service
depending upon the workload.
The vehicles will be then thoroughly inspected

properly in front of the customers & then the requirements
will be explained to the customers with fault severity. Then
the job cards are opened & the repairs/service demanded by
the customers is entered. The estimated cost & the estimated
delivery time shall be clearly explained to the customers.
If in case there is a detection of any fault in the

vehicle, that needs repairs, then the same will be done at
extra cost & extra delivery time, by intimating priory to the
customer vesbally or through mail.
BASAVESHWARA MOTORS
SERVICE
In the beginning very few numbers of services per day,

but slowly with hi-tech services are increased highly.
Below is the chart, which shows you the service in
station per month.
350
300
250
200
SERVICES
150 Series 1
100
50
0
Aug Sep Oct Nov Dec
M ONTHS
INFRASTRUCTURE, HIRARCHEY OF
THE SERVICE STATION
As ILKAL is a growing town, also built a service
station to meet all the needs of BASAVESHWARA
MOTORS customers. BASAVESHWARA MOTORS service
station is located in the heart of the town near by the NH 13
opposite to the J B HOSPITAL campus.
Basaveshwara motors have built up service station in
a total area of 5000 sq ft. & in that the built up area is 2500
sq ft.
PROFILE OF ILKAL TOWN
About 30 years ago ILKAL known for the handloom

silk sarees where every house had handloom industry. This
saree is a prime requirement in all marriage in northern part
of Karnataka and some parts of Maharastra. By the time the
whole world was fascinated by lustrous and unmatched look
of Balakundi pink granite. Initially only few companies who
are pioneer in granites have started exploration & export of
granites. Slowly people got awareness about granite
quarrying export market and high profit margin have entered
into granite quarrying. Now there are about 150 quarries
situated around ILKAL town & contributing more then 30%
share of total granite export of INDIA. Hence ILKAL is well-
progressed town since its name is well known in the
international market.
Besides there are about 30 to 40 granite tile cutting
and polishing factories at outskirts of ILKAL & nearby
villages. As all the quarries are situated at interior places.
Four wheelers cannot go to operating areas hence two

wheelers have become inevitable of all quarry owners.
Besides all these the population of the town is more
then 85000 & it is the major growing town in Hungund taluk
Due to above all, life standards of people is above average
& hence has a better purchase capacity. And ILKAL is
attached to about 15 major villages and thereby floating
population is highly appreciable. Hence ILKAL is the
proposed town of taluk therefore there is a strong feeling
with public that there is a huge scope for sales promotion of
Hero honda vehicles and hence good opportunity for after
sales service and sales.
At present there are two dealers of
motor vehicle at ILKAL, one is BAJAJ sales and service
showroom and another one is TVS SUZUKI sub dealer.
Therefore it is an opportunity for us to
people in a better way through HERO HONDA (i.e. DESH
KI DHADKAN).
TOWN DETAILS
1. Population of Town : 100,000 (Approx)
2. Status of Town : Major town in Hunagund
Taluk
3. No. of two wheelers in town & : 18,000 (Approx)
surrounding areas
4. Other two-wheeler dealers in Ilkal : Bijjal Dealer
TVS Suzuki Dealer (sub)
5. Nearby places : Alamatti, Aminagad,
Balakundi, Dotihal,
Kushtagi, Gajendraged,
Hanamasagar,
Nandawadagi, Mudgal,
Lingasugur, Hunnagund,
Gudur.
6. Floating population : 15,000 (Approx)
7.General occupation : Granite Quarrying,
Granite tiles factory,
Handloom industries,
Power looms, Agriculture,
Government officials
working in Ilkal..
MARKET SHARE OF TWO-WHEELERS
HONDA HERO TVS YAMAHA OTHERS TOTAL

HONDA
2880 2880 720 360 360 7200
PRE-DEALERSHIP PERIOD
HONDA
BAJAJ
TVS
YAMAHA
OTHERS
TOTAL
Market share has been increased to 5% within a period of 8 months.

HONDA HERO TVS YAMAHA OTHERS TOTAL
HONDA
4500 4500 500 300 200 10000
POST-DEALERSHIP PERIOD
HONDA
HONDA
BAJAJ
TVS
TOTAL YAMAHA
OTHERS
TOTAL
BAJAJ
OTHERS TVS YAMAHA
Customer Satisfaction
Defining customer value & satisfaction. Over 38 years

ago, Peter Dhuker observed that a companys first task is To
create customers However, customers face a vast array of
products and brand choices, price & suppliers. How do they
make their choices?
We believe that our customers estimate which offer
will deliver the most value. Customer are value maximizes
within the bounds rich costs & limited knowledge, whether
or not the offer lives up to value expectation affects both
satisfaction and repurchase probability.
Customer Perceived Value:
Our premise is that customer will buy from the firm

that they see as offering the highest perceived value.
Customer perceived value (CPV) is the difference between
the prospective customers evaluation of all the benefits and
all the costs of an offering & the perceived alternatives. Total
customer value is the perceived monetary value of the bundle
of economic, functional & psychological benefits customers
expect from a given market offering.
Total customers cost is the bundle of costs customers
expect to incur in evaluating, obtaining, using & disposing of
the given market offering.
Total Customer Satisfaction:

Whether the buyer is satisfied after the purchase
depends on the offers performance in relation to the buyers
expectations. In, general satisfaction is a persons feeling of
pleasure or disappointment resulting from compiling a
products perceived performance (or outcome) in relation to
his or her expectations. If the performance falls short of
expectations, performance matches the expectations, the
customer is satisfied. If the performance exceeds
expectations, the customer is highly satisfied or delighted
The link between customer satisfaction and customer

loyalty is not proportional. Suppose customer satisfaction is
rated on a scale from one to five. At a very low level of
customer satisfaction (level one), customers are likely to
abandon the company and even bad mouth it. At levels two to
four, customers are fairly satisfied but still find it easy to
switch when a better offer comes along. At level five, the
customer is very likely to repurchase & even spread good
word or delight creators an emotional bond with the brand or
company not just a rational preference.
Measuring satisfaction although the customer centered
firm seek to create high customer satisfaction, that is not its
main goal. If the company increases customer satisfaction by
lowering its price or increasing its service, the result may be
lower profits.
The company may be able to increase its profitability
by means other than increased satisfaction (for example, by
improving manufacturing processes or investing more in
R&D) Also, the company has many stake holders including
employers, dealers, suppliers, & stock holder. Spending more
to increase customer satisfaction might divert funds from
increasing the satisfaction of their Partners. Ultimately, the
company must operate on the philosophy that it is trying to
deliver a high level of customer satisfaction subject to

delivering acceptable levels of satisfaction to the other
stakeholders, given its total resources.
Attracting customers:
Today customers are becoming harder to please. They
are smarter, more price conscious, more demanding, less
forgiving, & they are approached by many more competitors
with equal or better offers. The challenge, according to Jeffery
Gitomer is not to produce statistical customers; several
competitors can do this. The challenge is to produce delighted
& loyal customers.
Companies seeking to expand their profits & sales
have to spend considerable time and resources searching for
new customer. To generate leads, the company develops ads &
places them in media that will reach new prospects, it sends
direct mail & makes phone calls to possible new prospects; its
sales people participate in made shows where they might find
new leads; & so on. All this activity produces a list of suspects.
To motivate its employees to serve the customers well,

it displays the following poster prominently around its office.
Who is a customer?
A customer is the most important person ever in this
office. In personal by mail.
A customer is not dependent on us.. We are dependent on
him
A customer is not an interruption at our work . He is the
purpose of it.
We are not doing a favor by serving him .. he is doing a
favor by giving us the opportunity to do so.
A customer is not someone to argue. Or match wins with.
Nobody ever won an argument with the customer.
A customer is a person who brings us his wants. It is our job to
handle them profitably & to ourselves.
Forming strong customer bonds: The Basics

Companies that want to form strong customer bonds
need to attend to the following basics.
Get cross-departmental participation in planning and

managing the customer satisfaction and retention process.
Integrate the voice of the customers in all business
decisions.
Create superior products, services, and experiences for
the target market.
Organize & make accessible a database of information
on individual customer needs, preferences, contacts, purchase
frequency & satisfaction.
Make it easy for customer to reach appropriate
company personnel and express their needs perceptions and
complaints.
Tools for tracking & measuring customer satisfaction:

-Complaint & suggestion systems:
A customer-centered organization makes it easy for
customer to register suggestion and complaints. Some
customer-centered companies- P&G, General Electric, and
Whirlpool- establish hotlines with toll free numbers.
Companies are also using web & E-mail for quick, two- way
communication.
-Customer satisfaction surveys:
Studies show that although customers are dissatisfied

with one out of every four purchases, less than 5% will
complain, most customers will buy test or switch suppliers.
Responsive companies measure customer satisfaction directly
by conducting periodic surveys while collecting C.S data, it is
also useful to ask additional questions to measure repurchase
intention & to measure the likelihood or willingness to
recommend the company and brand to others.
Host shopping:
Companies can hire people to pose as potential buyers
to report on strong & weak points experienced in buying the
companys & competitor products. These shoppers can even
test how the companies sales person handles various
situations. Managers themselves should leave their offices
from time to time, entire company and competitors sales
situations where they are unknown, & experience first hand
treatment they receive. A variant of this is for managers to
phone their own company with questions & complaints to see
company with questions & complaints to see how the calls are
handled.
Lost customer analysis:
Companies should contact customers who have
switched to another supplier to learn why this happened. Not
only this, it is also important to conduct exit interviews when

customers first stop buying, it is also necessary to monitor the
customer lost rate.
DETERMINANTS OF CUSTOMER DELIVERED VALUE

Customer delivered
value
Total customer value Total customer

cost
Product value Monetary cost
Service value Time cost
Personnel
Image value
value Energy cost
Psychic cost
METHODOLOGY
A) TOOLS OF DATA COLLECTION:
The data collected for the purpose of analysis include
both primary and secondary data.
Primary data
The primary data has been collected at first hand
through direct personnel interviews, using unstructured
questionnaires. The information is collected from sampling that
allows concentrating upon relatively small number of people &
hence devoting more energy to ensure that the information
collected is accurate one.
Secondary data
The manuals, periodicals of the company, financial
statements published in the annual report of the company & some
text books constituted the source of secondary data.
B) Tools for data analysis
Sampling:
* Population
It includes all the customer of Basaveshwara motors,
Ilkal sample frame. Customers of Basaveshwara motors residing in
Ilkal & Hungund.
*Sample size:
50 customers of Basaveshwara motors.
*Businessmen 25 , *Professions 15, *Students 10, Total 50
DATA ANALYSIS
1) Which Hero honda vehicle do you own?
Model Customer respondent Percentage (%)

a) CD DELUX 16 24
b) SPLENDOR 14 16
c) GLAMOR 8 32
d) CBZ Xtreme 3 12
e) Others 9 16
Total 50 100
2) Who influenced during the purchase of vehicles?
100
90
80
a) own
70
60 b) Family members
50 c) Friends
40 d) Dealers
30 e) Advertisement
20
Total
10
0
Respondents
Attributes Respondents Percentage (%)

a) Own 13 52
b) Family members 23 12
c) Friends 5 20
d) Dealers 5 0
e) Advertisement 4 16
Total 50 100
From the above chart 52% of the customers have taken their own decision, 20%
of the customers have influenced by friends & 16% of the customers have
influenced by advertisements & 12% of the customers have influenced by family
members, surprisingly dealers or sales persons influence no customers.
3) What do you look during the purchase of vehicle?
100
90 Style
80
mileage
70
60 price
50
40 powerful engine
30
brand name &
20
service
10
total
0
Respondents
Factors Respondents Percentage

a) Style 18 32
b) Mileage 14 56
c) Price 5 0
d) Powerful engine 5 4
e) Brand name & service 13 20
f) Total 50 100
56% of the customers prefer mileage, 32% of the customers prefer style
of the vehicle, 20% of customers prefer brand name & service provided by the
company, 4% of the customers prefer powerful engine during purchase of
vehicles.
5) Rate of Hero honda auto services:
100
90
80
70
Excellent
60
Good
50
Ok
40
Poor
30
Total
20
10
0
Respondents

a) Excellent 24 16
b) Good 11 44
c) Ok 8 32
d) Poor 7 8
Total 50 100
Above chart shows that 44% of customers have rated good, 32% of
customers have rated ok, 16% of the customers have rated excellent & 8% of the
customers said poor.
6) What do you think about Hero honda advertisements?
100
90
80
70
60 Enthusiastic
50 Good
40 Poor
30 Neutral
20 Total
10
0
Respondents

Enthusiastic 15 20
Good 25 60
Poor 8 4
Neutral 2 16
Total 50 100
From above chart 60% of customers said good, 20% of the

customers said enthusiastic 16% of customers told neutral & 4% of the customers
said poor. Overall the effect of Hero honda advertisements is good.
6) Rate your purchasing experience with Basaveshwara motors.
100
90
80
70
60 Excellent
50 Good
40 Fair
30 Poor
Total
20
10
0
Respondents
Rating Respondents Percentage (%)

Excellent 23 12
Good 15 60
Fair 6 24
Poor 6 4
Total 50 100
60% of the customers said good, 24% of customers said fair,

12% of customers said excellent & 4% of customers Said poor.
7) Problems faced while purchasing of new vehicle.
100
Non availability of
80 models
Non availability of
60 finance
Lack of timely
40 delivery
No problems
20
Total
0
customers
Problems Customers Percentage (%)
Non availability of 10 4
models
Non availability of 15 4
finance
Lack of timely delivery 8 0
No problem 22 92
Total 50 100
Its surprising that 92% of customers not have any problems while
purchasing of new vehicles, only 4% of customers faced non-availability of
models & non-availability of finance.
8) Recommend factors to purchase of Hero honda vehicles.
100
80 Definitely
recommend
60
Probably
recommend
40
Definitely not
20 recommend
Total
0
Customers
Factors Customers Percentage (%)
Definitely recommend 22 88
Probably recommend 15 0
Definitely not 13 12
recommend
Total 50 100
From the above chart we can say 88% of customers recommend

definitely & 12% of customers will not recommend definitely.
9) Rate the Basaveshwara motors sales procedure.
100
90
80
70
Excellent
60
Good
50
OK
40
Poor
30
Total
20
10
0
Customers
Attributes Customers Percentage (%)
Excellent 17 28
Good 20 32
Ok 10 40
Poor 3 0
Total 50 100
The above chart conclude that 40% of customers rated as ok,

32% of customers rated as good, 28% of customers said excellent.
FINDINGS
From survey around 32% customers have purchased

Hero honda splendor, 24% of the customers purchased
CD-DLX because of its new model& mileage &
remaining customer purchase other vehicles of Hero
honda.
Around 52% of customers have taken their own

decision during the purchase of vehicle. The family
influenced is 12% & 20% of the customers influenced
by friends & dealers influenced only 16% of people
influenced by advertisements & not a single percent of
customers.
44% of customers said service provided by Hero

honda motors is good, 32% of them said ok, 16% of
customers said excellent & remaining 8% of
customers said poor.
The Hero honda advertisements are very attractive

60% of customers said good 20% of the customer said
enthusiastic, 16% of people said neutral & remaining
4% of customers said poor.
Around 60% of customers are highly satisfied & 24%

of customers said it is ok & 4% of customers said it is
poor.
Around 88% of customers are definitely recommend

to others to purchase Hero honda vehicles & 12% of
customers will not recommend to others to purchase.
Sales procedure of Hero honda motors is good.
OBJECTIVES
1 Our one of the important objective is to introduce mobile
service to the urban areas ,
2 Our second objective is to provide the Hero Honda bike

which preferred by the customer according to there model,
color , etc.
3 Customer satisfaction is our main motive
4 Attracting more number of customes through media,

advertisement, news papers etc
5 To find different areas that can measure customer

satisfaction
6 to find all the possible areas where customer can be

increased.
Conclusions
From the overall study it can be concluded that
company is working efficiently & effectively in sales &
service procedure, but not yet customers are satisfied fully.
From the study it is revealed that salespersons influence is
more important in present days hence it is better to
improve the performances of the sales persons.
Customers prefer still more personal attention during
purchase & after purchase & lastly customers expect good
& efficient services.
RECOMMENDATIONS
On the basis of findings & analysis of data collected
in regard to satisfaction level of customers of
Basaveshwara motors.
Sales procedure is yet to be improved to the level of

100% excellent.
Sales persons need better training to influence the

customers during the purchase.
Still more personal care is needed to be taken of

customers during purchase & also after purchase.
Provide better post-services to customers.
Provide accessories & any materials if possible at the

time of purchasing the vehicle.
Customers expect delivery at promised period of

time & spare parts are maintained in stock.
There should be proper advertising of an introducing

or issue the new scheme of the company.
Limitations
The study is confined to ILKAL only. Any changes

in this portray an exact result to other places &
customers differ from one place to another place.
Some respondents might have biased during the

survey.
The main limitation is short period of time i.e. 30

days.
Non-availability of customer during the fieldwork.
Customer refuses to answer the questions.
Bibliography
Marketing management 11th edition Philip kotler.
Marketing research D.D.Sharma
WWW.Hero hondaauto.Com (Internet downloads)
Annual report of the organization
Handbook of the project.
QUESTIONNARIES
Name:
Address:
Occupation:
Annual income:
Phone number:
1) Which Hero honda vehicle do you own?

a) CD Delux
b) Splendor
c) Glamor
d) CBZ Xtreme
e) Karzima
2) Who influenced you to purchase the vehicle?

a) Own
b) Family members
c) Friends
d) Dealers
e) Advertisements
3) What do you look for during the purchase of

vehicle?
a) Style
b) Mileage
c) Price
d) Powerful engine
e) Brand name & service
4) How would you rate your purchase experience for

the recently purchased Hero honda vehicle
a) Excellent
b) Good
c) Fair
d) Poor
5) Rate the Basaveshwara motors sales procedure.

a) Excellent
b) Good
c) Ok
d) Poor
6) Please rate the sales person who sold you new vehicle on the
following attributes
Attributes poor Fair
Good Best
e) Sales persons appearance

f) Courtesy & friendliness
g) Overall honesty
h) Knowledge of competitive
Vehicles
i) Knowledge of model & features
6) Rate the following attributes regarding your

purchase vehicle.
Attributes Excellent Good
Fair Poor
a) Price
b) Maintenance
c) Mileage
d) Style
e) Service
7) Would you recommend any friend / relative to

purchase vehicle at Basaveshwara motors Hero
honda
8) What do you think about Hero honda

advertisement?
a) Poor
b) Enthusiastic
c) Good
d) Neutral
9) Please mark which of the following problem faced

by during purchase?
a) Non-availability of models for selection.

b) Timely delivery
c) Dealers tried to sell me a vehicle I didnt want
d) Non availability of finance
e) No problem
10) Any other details or suggestions regarding sales &

service at Basaveshwara motors Hero honda
(opinion about Basaveshwara motors Hero honda
motors)
Signature
K.P.HARIHAR
THANKING YOU

Basheshwar Motar

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CUSTOMER SATISFACTION AT BASAVESHWARA MOTORS

I have conducted a study on Customer Satisfaction

OVERVIEW OF TWO- WHEELERS MOTORS

The Britannica Encyclopedia describes a motorcycle

The 1900s saw the conversion of many bicycles, or

constructions. This led to road trail tests & competition

Origin of Motor - Scooters.

Edward Butler, an Englishman, built the 1st motor

appear publicly was built by Gottlieb Daimler, of Bad

The more sophisticated motor scooter originated

West Germany, France, Austrian, & Britain, the

INTRODUCTION TO HERO HONDA

The HERO HONDA Group came into existence

deeply involved in the effort for freedom. The integrity

million (1968), to currently register an impressive figure of

Rahul Sharma Chairman

Committee of the Board

multiplied our exports from 1% of total turnover in Fiscal

Select machinery and equipment, training of technical

Hero honda Auto continued to be Indias largest exporters of

R & D OBJECTIVES AND SET-UP

The objective of Hero honda Autos R&D is to

as a whole. At Hero honda auto, we intend to achieve this

BASAVESHWARA MOTORS is an authorized

Basaveshwara motors commenced operation from 4th

Basaveshwara motors at Ilkal have a 2240 Sq.m land

BASAVESHWARA MOTORS have got the

1) Showroom & field sales

Showroom field executive attends inquiry of

2) Issue of Pro-forma invoice:

executive with the customer details, giving a vehicle

Invoice, sale letter & gate pass will be prepared &

Service activities start with the entry of customer into

The vehicles will be then thoroughly inspected

If in case there is a detection of any fault in the

In the beginning very few numbers of services per day,

PROFILE OF ILKAL TOWN

About 30 years ago ILKAL known for the handloom

Four wheelers cannot go to operating areas hence two

HONDA HERO TVS YAMAHA OTHERS TOTAL

Market share has been increased to 5% within a period of 8 months.

OTHERS TVS YAMAHA

Defining customer value & satisfaction. Over 38 years

Customer Perceived Value:

Our premise is that customer will buy from the firm

Total Customer Satisfaction:

The link between customer satisfaction and customer

deliver a high level of customer satisfaction subject to

To motivate its employees to serve the customers well,

Forming strong customer bonds: The Basics

Get cross-departmental participation in planning and

Tools for tracking & measuring customer satisfaction:

Studies show that although customers are dissatisfied

only this, it is also important to conduct exit interviews when

DETERMINANTS OF CUSTOMER DELIVERED VALUE

Total customer value Total customer

Product value Monetary cost

Service value Time cost

Model Customer respondent Percentage (%)

2) Who influenced during the purchase of vehicles?

Attributes Respondents Percentage (%)

3) What do you look during the purchase of vehicle?

Factors Respondents Percentage