A

SUMMER TRAINING
REPORT ON
CUSTOMER SATISFACTION ON HONDA BIKES

Submitted In Partial Fulfillment Of The Requirement For

Bachelor Of Business Administration (2015-2018)

Under The Guidance Of

Ms. VIJAYA

Assistant Professor, FIMT

SUBMITTED BY

AAKASH JANGRA

ENROLLMENT NO

35151401715

BBA (G) 5th SEMESTER

FAIRFIELD INSTITUTE OF MANAGEMENT & TECHNOLOGY

Affiliated To Guru Gobind Singh Indraprastha University, Delhi

FIMT Campus, Kapashera, New Delhi-110037

1
 STUDENT DECLARATION

I hereby declare that the project entitled CUSTOMER SATISFACTION ON HONDA

BIKES under the guidance of Ms. VIJAYAsubmitted in the partial fulfillment of degree of
bachelor of business administration 5thsemester from FAIRFIELD INSTITUTE OF
MANAGEMENT and TECHNOLOGY,New Delhi. This is my original work and this project
work has not formed the basis for the award of any degree to the best of my knowledge.

AAKASH JANGRA

2
 CERTIFICATE OF THE GUIDE

This is to certify that project title CUSTOMER SATISFACTION ON HONDA BIKES is

the original work of AAKASH JANGRA 35151401715 student of BBA (G) 5thsemester and
has been duly completed his project under my guidance and supervision up to my satisfactory
level.

This work has been done in partial fulfillment of the requirement for the award of the degree of
Bachelor of Business Administration From Fairfield Institute Of Management & Technology ,
New Delhi and has not been submitted anywhere in any other university for the award of any
degree.

Signature of Guide

Ms. VIJAYA

Asst. Professor. , FIMT

3
 ACKNOWLEDGEMENT

It is pleasure to acknowledge many people who knowingly and unwittingly helped me, to
complete my project. First of all let me praise God for all the blessings, which carried me
through all those years?

I am particularly indebted to Director Dr. R. K. GARG Fairfield Institute Of Management and

Technology which inculcated in me utmost respect for human values and groomed me up in the
field of software technology to take on the challenges of the competitive world.

First & foremost, I would like to express my regards to Ms. VIJAYA for her constant
encouragement and support. I would also like to express my immense gratitude towards all the
lecturers of our college for providing the invaluable knowledge, guidance, encouragement
extended during the completion of this project.

I extend my sincere gratitude to all my teachers and guide who made unforgettable contribution.

Due to their sincere efforts I was able to excel in the work entrusted upon me.

AAKASH JANGRA

4
 CONTENT

S.NO. TOPICS PAGE

NO.

1 Student declaration 2

2 Certificate of the guide 3

3 Acknowledgement 4

4 About the industry 8-12

5 History of Honda 13-20

6 Objectives of the research 21-22

7 Research methodology 23-25

8 Data analysis and interpretation 26-37

9 Findings and suggestions 38-40

10 Conclusion 41-42

11 Bibliography 43-44

12 Annexures 45-48

5
LIST OF TABLES

Table Title Page

number number

1 Type of HONDA bikes own by the respondents 22

2 For what purpose the respondent buy a HONDA bike 23

3 How long the respondent using the bike 24

4 Factors considered by respondent for choosing HONDA 25

5 Rate for comfort, safety, mileage and maintenance by the 26

respondents

6 Satisfaction of respondents towards HONDA bike(s) 27

7 Other bikes owned by the respondents 28

8 Respondents opinion about the service of HONDA bikes 29

compared to other bikes

9 Color of the bike that respondent likes 30

10 Respondents rate towards HONDAs parameter mentioned 31

11 Rate of respondents towards the time spent by employees with 32

the respondents

6
LIST OF CHARTS

Chart Title Page

number number

1 Type of HONDA bikes own by the respondents 22

2 For what purpose the respondent buy a HONDA bike 23

3 How long the respondent using the bike 24

4 Factors considered by respondent for choosing HONDA 25

5 Rate for comfort, safety, mileage and maintenance by the 26

respondents

6 Satisfaction of respondents towards HONDA bike(s) 27

7 Other bikes owned by the respondents 28

8 Respondents opinion about the service of HONDA bikes 29

compared to other bikes

9 Color of the bike that respondent likes 30

10 Respondents rate towards HONDAs parameter mentioned 31

11 Rate of respondents towards the time spent by employees with the 32

respondents

7
 CHAPTER 1

ABOUT THE INDUSTRY

8
Introduction
The Indian auto industry is one of the largest in the world. The industry accounts for 7.1 per cent
of the country's Gross Domestic Product (GDP). The Two Wheelers segment with 81 per cent
market share is the leader of the Indian Automobile market owing to a growing middle class and
a young population. Moreover, the growing interest of the companies in exploring the rural
markets further aided the growth of the sector. The overall Passenger Vehicle (PV) segment has
13 per cent market share.
India is also a prominent auto exporter and has strong export growth expectations for the near
future. In April-March 2016, overall automobile exports grew by 1.91 per cent. PV, Commercial
Vehicles (CV), and Two Wheelers (2W) registered a growth of 5.24 per cent, 16.97 per cent, and
0.97 per cent respectively in April-March 2016 over April-March 2015. In addition, several
initiatives by the Government of India and the major automobile players in the Indian market are
expected to make India a leader in the 2W and Four Wheeler (4W) market in the world by 2020.
Market Size
The sales of PVs, CVs and 2Ws grew by 9.17 per cent, 3.03 per cent and 8.29 per cent
respectively, during the period April-January 2017.
Investments
In order to keep up with the growing demand, several auto makers have started investing heavily
in various segments of the industry during the last few months. The industry has attracted
Foreign Direct Investment (FDI) worth US$ 15.79 billion during the period April 2000 to
September 2016, according to data released by Department of Industrial Policy and Promotion
(DIPP).
Some of the major investments and developments in the automobile sector in India are as
follows:

Electric car maker Tesla Inc. is likely to introduce its products in India sometime in the
summer of 2017.
South Koreas Kia Motors Corp is close to finalizing a site for its first factory in India,
slated to attract US$1 billion (Rs 6,700 crore) of investment. It is deciding between
Andhra Pradesh and Maharashtra. The target for operationalizing the factory is the end of
2018 or early 2019.

9
 Several automobile manufacturers, from global majors such as Audi to Indian companies
such as Maruti Suzuki and Mahindra & Mahindra, are exploring the possibilities of
introducing driverless self-driven cars for India.
BMW plans to manufacture a local version of below-500 CC motorcycle, the G310R, in
TVS Motors Hosur plant in Tamil Nadu, for Indian markets.
Honda Motorcycle and Scooter India (HMSI) has inaugurated its 900th Honda
Authorised Exclusive Dealership in India, thereby taking its total dealership network to
4,800 across the country and further plans to increase its network to 5,300 by end of
2016-17.
Hero MotoCorp Ltd seeks to enhance its participation in the Indian electric vehicle (EV)
space by pursuing its internal EV Programme in addition to investing Rs 205 crore (US$
30.75 million) to acquire around 26-30 per cent stake in Bengaluru-based technology
start-up Ather Energy Pvt Ltd.
JustRide, a self-drive car rental firm, has raised US$ 3 million in a bridge round of
funding led by a group of global investors and a trio of Y Combinator partners, which
will be utilised to amplify JustRides car sharing platform JustConnect and Yabber, an
internet of things (IoT) device for cars that is based on the companys smart vehicle
technology (SVT).
Ford Motor Co. plans to invest Rs 1,300 crore (US$ 195 million) to build a global
technology and business centre in Chennai, which will be designed as a hub for product
development, mobility solutions and business services for India and other markets.
Cummins has plans to make India an export hub for the world, by investing in top
components and technologies in India.
Suzuki Motor Corporation, the Japan-based automobile manufacturer, plans to invest Rs
2,600 crore (US$ 390 million) for setting up its second assembly plant in India and an
engine and transmission unit in Mehsana, Gujarat.
Mr Masayoshi Son, Chief Executive Officer, SoftBank Group, has stated that Ola Cabs
may introduce a fleet of one million electric cars in partnership with an electric vehicle
maker and the Government of India, which could help reduce pollution and thereby
transform the electric mobility sector in the country.

10
 Chinas biggest automobile manufacturer, SAIC Motor, plans to invest US$ 1 billion in
India by 2018, and is exploring possibilities to set up manufacturing unit in one of three
states Maharashtra, Andhra Pradesh and Tamil Nadu.
Suzuki Motorcycle India Pvt Ltd has started exports of made-in-India flagship bike
Gixxer to its home country of Japan, which will be in addition to current exports to
countries in Latin America and surrounding countries.
General Motors plans to invest US$ 1 billion in India by 2020, mainly to increase the
capacity at the Talegaon plant in Maharashtra from 130,000 units a year to 220,000 by
2025.
FIAT Chrysler Automobiles has recently invested US$280 million in its Ranjangaon
plant to locally manufacture Jeep Compass, its new compact SUV which will be launched
in India in August 2017.

Government Initiatives
The Government of India encourages foreign investment in the automobile sector and allows 100
per cent FDI under the automatic route.
Some of the major initiatives taken by the Government of India are:

The Government of India plans to introduce a new Green Urban Transport Scheme with a
central assistance of about Rs 25,000 crore (US$ 3.75 billion), aimed at boosting the
growth of urban transport along low carbon path for substantial reduction in pollution,
and providing a framework for funding urban mobility projects at National, State and
City level with minimum recourse to budgetary support by encouraging innovative
financing of projects.
Government of India aims to make automobiles manufacturing the main driver of Make
in India initiative, as it expects passenger vehicles market to triple to 9.4 million units by
2026, as highlighted in the Auto Mission Plan (AMP) 2016-26.
The Government plans to promote eco-friendly cars in the country i.e. CNG based
vehicle, hybrid vehicle, and electric vehicle and also made mandatory of 5 per cent
ethanol blending in petrol.
The government has formulated a Scheme for Faster Adoption and Manufacturing of
Electric and Hybrid Vehicles in India, under the National Electric Mobility Mission 2020

11
 to encourage the progressive induction of reliable, affordable and efficient electric and
hybrid vehicles in the country.

Road Ahead
Indias automotive industry is one of the most competitive in the world. It does not cover 100 per
cent of technology or components required to make a car but it is giving a good 97 per cent, as
highlighted by MrVicentCobee, Corporate Vice-President, Nissan Motors Datsun.
Leading auto maker Maruti Suzuki expects Indian passenger car market to reach four million
units by 2020, up from 1.97 million units in 2014-15.
Mr. Young Key Koo, Managing Director, Hyundai Motor India Ltd, has stated that India is a key
market for the company, not only in terms of volumes but also as a hub of small products for
exports to 92 countries.
Mr. Joachim Drees, Global CEO, MAN Trucks & Bus AG, has stated that India has the potential
to be among the top five markets, outside of Europe, by 2020 for the company, which is reflected
in the appointment of its most experienced managers to India for increasing volumes and exports
out of India.
The Indian automotive aftermarket is estimated to grow at around 10-15 per cent to reach US$
16.5 billion by 2021 from around US$ 7 billion in 2016. It has the potential to generate up to
US$ 300 billion in annual revenue by 2026, create 65 million additional jobs and contribute over
12 per cent to Indias Gross Domestic Product#.
According to Mr. Guillaume Sicard, president, Nissan India Operations, the income tax rate cut
from 10 per cent to 5 per cent for individual tax payers earning under Rs 5 lakh (US$ 7,472) per
annum will create a positive sentiment among likely first time buyers for entry level and small
cars.

12
CHAPTER 2

HISTORY

OF

HONDA

13
From a young age, Hondas founder,Soichiro Honda (November 17, 1906 August 5, 1991) had
a great interest in automobiles. He worked as a mechanic at a Japanese tuning shop, Art Shokai,
where he tuned cars and entered them in races. A self-taught engineer, he later worked on a
piston design which he hoped to sell to Toyota. The first drafts of his design were rejected, and
Soichiro worked painstakingly to perfect the design, even going back to school and pawning his
wifes jewelry for collateral. Eventually, he won a contract with Toyota and built a factory to
construct pistons for them, which was destroyed in an earthquake. Due to a gasoline shortage
during World War II, Honda was unable to use his car, and his novel idea of attaching a small
engine to his bicycle attracted much curiosity. He then established the Honda Technical Research
Institute in Hamamatsu, Japan, to develop and produce small 2-cycle motorbike engines. Calling
upon 18,000 bicycle shop owners across Japan to take part in revitalizing a nation torn apart by
war, Soichiro received enough capital to engineer his first motorcycle, the Honda Cub. This
marked the beginning of Honda Motor Company, which would grow a short time later to be the
worlds largest manufacturer of motorcycles by 1964.

The first production automobile from Honda was the T360 mini pick-up truck, which went on
sale in August 1963. Powered by a small 356 cc straight-4 gasoline engine, it was classified
under the cheaper Kei car tax bracket The first production car from Honda was the S500 sports
car, which followed the T360 into production in October 1963. Its chain driven rear wheels point
to Hondas motorcycle origins

14
 PROFILE

Type : Public company

Industry : Automotive

Aviation

Founded : 24 September 1948

Founder(s) : Soichiro Honda

Takeo Fujisawa

Headquarters : Minato, Tokyo, Japan

Area served :Worldwide

Key people : Takanobu Ito (President, CEO,& Representative Director)

Products : Automobiles, Motorcycles, Scooters, ATVs, Electrical generators,

Water pumps, Lawn and Garden equipment, Tillers, Outboard motors,

Robotics, Jets, Jet engines, Thin-film solar cells

Revenue : US$ 107.82 billion (2011)

Operating income : US$ 6.87 billion (2011)

Net income : US$ 6.44 billion (2011)

Total assets : US$ 139.61 billion (2011)

15
Total equity : US$ 53.69 billion (2011)

Employees : 179,060 (2011)

Subsidiaries : Acura

Li Nian

Honda Aircraft Company

Website : world.honda.com

16
 Key Persons

Name Position hold

Koichi Kondo Chairman, Vice President, Compliance Officer, Compliance

Officer of Government & Industrial Affairs and Director

Takanobu Ito Chief Executive, President, Chief Operating Officer of

Automobile Operations and Director

Akio Hamada Executive Vice President, Chief Operating Officer of

Production Operations, Executive Officer and Director

Tetsuo Iwamura Senior Managing Officer, Chief Operating Officer for

Regional Operations North America, President of
American Honda Motor Co Inc, Director of American Honda
Motor Co Inc, President of Honda North America Inc and
Director of Honda North America Inc

Manabu Nishimae Managing Officer, Chief Operating Officer for Regional

Operations Europe the Middle &Near East and Africa,
President of Honda Motor Europe Ltd and Director of Honda
Motor Europe Ltd

TatsuhiroOyama Senior Managing Officer, Chief Officer of Driving Safety

Promotion Center, Chief Operating Officer of Motorcycle
Operations and Director

Fumihiko Ike Senior Managing Officer, Chief Operating Officer for

Business Management Operations, Risk Management
Officer, General Supervisor of Information Systems and
Director

ShoMinekawa Managing Officer, Chief Operating Officer for Regional

Sales Operations Japan, President of Honda Automoveis
do Brasil Ltd, Director of Honda Automoveis do Brasil Ltd,
President of Moto Honda Amazonia Ltd, Director of Moto

17
 Honda Amazonia Ltd, President of Honda South America
Ltd and Director of Honda South America Ltd

Masahiro Takedagawa Operating Officer, Chief Operating Officer for Regional

Operations Latin America, President of Honda South
America Ltd, President of Honda Automoveis do Brazil Ltd
President of Honda Canada Inc, Director of Honda Canada
Inc, President of Moto Honda Amazonia Ltd and Director of
Moto Honda Amazonia Ltd

Takuji Yamada Operating Officer, Chief Operating Officer of Power Product

Operations and Director

Masahiro Yoshida Operating Officer, Chief Operating Officer for Business

Support Operations and Director

TomohikoKawanabe Senior Managing Officer and Director

Hidenobu Iwata Managing Officer, President of Honda of America MfgInc

and Director of Honda of America MfgInc

MichimasaFujino Operating Officer, President of Honda Aircraft Co and

Director of Honda Aircraft Company Inc

Hiroshi Kobayashi Managing Officer, Chief Operating Officer for Regional

Operations Asia & Oceania, President of Asian Honda Motor
Co Ltd and Director of Asian Honda Motor Co Ltd

Takashi Nagai Operating Officer, President of Honda Siel Cars India Ltd,
President of Honda Motor India Private Ltd, Director of
Honda Siel Cars India Ltd and Director of Honda Motor
India Private Ltd

Takashi Sekiguchi Operating Officer, President of Honda Canada Inc and

Director of Honda Canada Inc

Hiroshi Sasamoto Operating Officer, Chief Executive Officer of Honda

Engineering Co Ltd, President of Honda Engineering Co Ltd
and Director of Honda Engineering Co Ltd

18
Yoshiharu Yamamoto Managing Officer, Director, Chief Executive officer of
Honda R&D Co Ltd, President of Honda R&D Co Ltd and
Director of Honda R&D Co Ltd

Soichiro Takizawa Operating Officer, President of Honda of the U K

Manufacturing Ltd and Director of Honda of the U K
Manufacturing Ltd

Takeo Fukui Advisor and Representative Director

Nobuo Kuroyanagi Advisor and Director

Hirotake Abe Corporate Auditor

Tomochika Iwashita Corporate Auditor

Other Board Members on Board

Name (Connections) Primary Company

Toru Onda Honda Motor Co., Ltd.

Fumihiko Saito Honda Motor Co., Ltd.

Hideki Okada Honda Motor Co., Ltd.

KensakuHogen Honda Motor Co., Ltd.

19
MODELS

Bike

CBR250R
CBF Stunner
Dazzler
Unicorn
Shine
CB Twister

SCOOTER

Activa (old)
Activa (new)
Aviator DLX
Dio

CARS

Honda city
Honda Accord
Honda Civic
Honda Jazz
Honda Brio

20
CHAPTER 3

OBJECTIVES

OF THE

RESEARCH

21
 OBJECTIVES OF THE RESEARCH

1. To analyze the customer satisfaction.

2. To analyze the customer preference.
3. To analyze after sales services of bikes.
4. To study the behavioral factors of consumers in motor bikes.
5. To suggest various factors to improve sales.

22
 CHAPTER 4
RESEARCH
METHODOLOGY

23
RESEARCH METHODOLOGY
It is well known fact that the most important step in marketing research process is to define the
problem. Choose for investigation because a problem well defined is half solved. That was the
reason that at most care was taken while defining various parameters of the problem. After
giving through brain storming session, objectives were selected and the set on the base of these
objectives. A questionnaire was designed major emphasis of which was gathering new ideas or
insight so as to determine and bind out solution to the problems.
4.1 DATA SOURCE
Research included gathering both primary and secondary data. Primary data is the first hand
data, which are selected a fresh and thus happen to be original incharacter. Primary Data was
crucial to know various customers and past consumerviews about bikes and to calculate the
market share of this brand in regards to otherbrands.
Secondary data is that which has been collected by someone else and which already have been
passed through statistical process. Secondary data has been taken from internet, newspaper,
magazines and companies web sites.
4.2 RESEARCH APPROACH
The research approach was used survey method which is a widely used method for data
collection and best suited for descriptive type of research survey includes research instrument
like questionnaire which can be structured and unstructured. Target population is well identified
and various methods like personal interviews and telephone interviews are employed.

4.3 SAMPLING UNIT

It gives the target population that will be sampled. This research was carried in Coimbatore
(District Coimbatore).
These were 50 respondents.

4.4 DATA COMPLETION AND ANALYSIS

After the data has been collected, it was tabulated and findings of the project were presented
followed by analysis and interpretation to reach certain conclusions.

24
4.5 LIMITATIONS OF THE STUDY

1. Research work was carried out in one District of Tamil Nadu only the finding may not be
applicable to the other parts of the country because of social andcultural differences.
2. The sample was collected using connivance-sampling techniques. As such result may not
give an exact representation of the population.
3. Shortage of time is also reason for incomprehensiveness.
4. The views of the people are biased therefore it doesnt reflect true picture.

25
 CHAPTER 5

DATA ANALYSIS

AND

INTERPRETATIONS

26
Table 1

Table showing the type of HONDA bikes own by the respondents

Type of bike No.of respondents Percentage

Unicorn 64 32

Shine 48 24

Twister 20 10

Stunner 36 18

Dazzler 12 6

Others 24 12

Chart 1

Chart showing the type of HONDA bikes own by the respondents showing the type of HONDA
bikes own by the respondents

No.of respondents
35
30
25
20
15 32
24
10 18
5 10 12
6
0
unicorn shine twister stunner dazzler other

Interpretation:-Table denotes that majority of the respondents are using the HONDAs Unicorn
bike.32% of the respondents are using the Unicorn bike.24% of the respondents are using
Hondas shine bike

27
Table 2

Table showing for what purpose the respondent buy a HONDA bike

purpose No.of respondents Percentage

Personal 80 40

Official 24 12

Others 96 48

Chart 2

Chart showing for what purpose the respondent buy a HONDA bike

Percentage

50 48
40
40

30

20
Percentage
12
10

0
Personal Percentage
Official
Others

Interpretation:-Table denotes that majority of the respondents rated A.Ms advertisement as

good as compared to other dealers.

28
Table 3

Table showing how long the respondent using the bike

Years No. of respondents Percentage

0-1 year 40 20

1-2 year 64 32

2-3 year 32 16

3-4 year 24 12

Above 4 40 20

Chart 3

Chart showing how long the respondent using the bike

percentage

20 20

0-1 year
12 1-2 year
2-3 year
32 3-4 year
16
Above 4

Interpretation:-Table denotes that majority of the respondents are using their bikes more years.

It shows the customer satisfaction towards the Honda.

29
Table 4

Table showing the factors considered by respondent for choosing HONDA

Factors No. of respondents Percentage

Price 40 20

Brand name 12 6

Safety 16 8

Style 8 4

Performance 124 62

Chart 4

Chart showing the factors considered by respondent for choosing HONDA

Percentage

70

60

50

40
Percentage
30

20

10

0
Price Brand name Safety Style Performance

Interpretation:-Table denotes that majority of the respondents rated HONDAs performance as

the main reason for buying Hondas bike.

30
Table 5

Table showing the rate for comfort, safety, mileage and maintenance by the respondents

Preference Excellent(f) Percentage Good(f) Percentage Moderate Percentage

(f)

Comfort 148 74 32 16 20 10

Safety 40 20 112 56 48 24

mileage 112 56 48 24 32 16

Maintenance 128 64 80 40 32 16

Chart 5

Chart showing the rate for comfort, safety, mileage and maintenance by the respondents

80 74

70 64

60 56

50
Excellent
40 Good
Moderate
30
20
20

10

0
Comfort Safety mileage Maintenance

Interpretation:-Table denotes that majority of the respondents rated HONDAs comfort

maintenance as excellent. Customers are satisfied with the safety and mileage also.

31
Table 6

Table showing the satisfaction of respondents towards HONDA bike(s)

No. of Percentage
respondents

Yes 152 76

No 48 24

Chart 6

Chart showing the satisfaction of respondents towards HONDA bike(s)

Percentage

80
70
60
50
Percentage
40
30
20
10
0
Yes No

Interpretation:-Table denotes that majority of the satisfied with the HONDA.76% customers
are satisfied with their Honda bike

32
Table 7

Table showing the other bikes owned by the respondents

Bikes No. of respondents Percentage

Hero Honda 8 4

Bajaj 24 12

TVS 8 4

Yamaha 40 20

None 120 60

Chart 7

Chart showing the other bikes owned by the respondents

Percentage

None 60

Yamaha 20

TVS 4 Percentage

Bajaj 12

Hero Honda 4

0 10 20 30 40 50 60

Interpretation:-Table denotes that majority of the respondents are not using any other
companys bike. It shows the customer satisfaction toward s Honda

33
Table 8

Table showing the respondents opinion about the service of HONDA bikes compared to other
bikes

Opinion No. of Percentage

respondents

Excellent 60 30

Good 92 46

Moderate 24 12

Unsatisfied 24 12

Chart 8

Chart showing the respondents opinion about the service of HONDA bikes compared to other
bikes

Percentage

50
45
40
35
30
25 Percentage
20
15
10
5
0
Excellent Good Moderate Unsatisfied

Interpretation:-Table denotes that majority of the respondents rated HONDAs service as

good compared to other companies.76% customers are satisfied with the Service provided by
Honda compared to other companies

34
Table 9

Table showing the color of the bike that respondent likes

No.of respondents Percentage

White 24 12

Blue 16 8

Red 56 28

Black 92 46

Other 12 6

Chart 9

Chart showing the color of the bike that respondent likes

Percentage

50

40

30
20
10
0
White
Blue Percentage
Red
Black
Other

Interpretation:-Table denotes that majority of the respondents likes the black colored bike
rather than others

35
 Table 10

Table showing the respondents rate towards HONDAs parameter mentioned

Strongly Disagree (%) Moderate (%) Agree (%) Strongly agree (%)
disagree (%)

Knowledgeable sales person 8 14 0 46 32

Availability of spare parts 12 26 12 16 34

Vehicle condition 6 20 2 0 72

price 4 12 8 52 24

Attractive discounts offered 44 24 16 16 0

Responds to complaints 10 12 6 52 20
quickly

Chart 10

Chart showing the respondents rate towards HONDAs parameter mentioned

80
60
40
20 Strongly agree Strongly diagree
Agree
0 Moderate
Disagree Disagree
Strongly diagree
Moderate
Agree
Strongly agree

Interpretation:-Table denotes that majority of the respondents rated HONDAs performance

is as good as compared to other dealers. The respondents are not satisfied with the offers
provided by the company.

36
Table 11

Table showing the rate of respondents towards the time spent by employees with the respondents

Time Strongly Disagree Moderate Agree Strongly Agree (%)

spent Disagree(%) (%) (%)
(%)

Before 8 6 16 18 12
sales

During 6 8 24 16 46
sales

After 32 16 8 18 26
sales

Chart 11

Chart showing the rate of respondents towards the time spent by employees with the respondents

50
46
45

40

35
Strongly Disagree
30
26 Disagree
24
25
Moderate
20 18 18 Agree
16 16 16
15 12 Strongly Agree

10 8 8
6
5

0
Before sales During sales After sales

Interpretation:-Table denotes that majority of the respondents rated HONDAs customer

relationship is good as compared .

37
CHAPTER 6
FINDINGS
AND
SUGGESTIONS

38
6.1 FINDINGS

Performance is the most important aspect that attracts customers to HONDA Bikes

Offers provided by HONDA are not reached up to the customers hope.

HONDA has very good public relation; it has to play very important role in the growth of the
organization.

Most of the customers are highly satisfied with HONDA's customer relation and after sales
services.

Among 50 customers 72% are highly satisfied with the vehicle condition of HONDA.

It was noted that some people are not satisfied with the availability of spare parts.

39
6.2 SUGGESTIONS

Company can give more importance on spare parts availability

Among 50 customers 44% of the customers are not satisfied with the availability of
spare parts. So company can give more importance for the availability of spare parts

Company can try to provide better offers.

Most of the customers are highly interested with getting offers. There is no doubt that if
the company provides better offers to customers the sales of the company will increase
more and more.

Service department may care the customers little more.

A few customers have a complaint with service of HONDA. So the service department
may try to care the customers little more.

Customers are highly satisfied with HONDAS performance is and

company should try to keep it up.

40
 CHAPTER 7

CONCLUSION

41
 The project titled A study on customer satisfaction towards HONDA in Coimbatore
was an earnest attempt to find out the factors that influenced the customers to buy the bike of
HONDA, which will help to understand the plus points of the organization.

It was found that customers are highly satisfied with HONDAs service compared to other bike
companies. One of the important plus point of HONDA is their public performance. It has to
play a very important role in the growth of the organization. However many of respondents are
not satisfied with the offers of the firm. So company can concentrate give more offers a. It may
help the organization to improve their sales. The study reveals majority of customers are satisfied
with the facilities provided by the organization. The management is give high concentrate for
customer satisfaction. That creates more customer satisfaction.

42
 CHAPTER - 8
BIBLIOGRAPHY

43
BIBLIOGRAPHY:

1. www.honda.com
2. www.google.com
3. www.yahoo.com
4. www.twowheeler.com
5. www.wikipedia.com

44
CHAPTER 9

ANNEXURES

45
QUESTINNARE

1. Name:

2. Age: [ ] 15-20 [ ] 20-25 [ ] 25 -30 [ ] 30 above

3. Gender: [ ] male [ ] female

4. Occupation:

[ ] Business man [ ] Employee [ ] Student [ ] other

5. Which HONDA bike do you own?

[ ] Unicorn [ ] Shine [ ] Twister [ ] Stunner [ ] Dazzler [ ] other

6. Which of the dazzling color do you like?

[ ] White [ ] Blue [ ] Red [ ] Black [ ] Other

7. .For what purpose you buy a HONDA bike?

[ ] Personal [ ] Official [ ] Both

8. How long you are using HONDA bike?

[ ] 0-1 years [ ] 1-2 years [ ] 2-3 years [ ] 3-4 years [ ] above 5 years

9. Factors do you consider the most in choosing HONDA bike?

[ ] Price [ ] Brand name [ ] Safety [ ] Style [ ] Performance

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10. Please rate the following benefits according follows:

Preference Excellent Good Moderate Cant say

Comfort
Safety
Mileage
Maintenance

11. Are you satisfied with HONDA bike(s)?

[ ] Yes [ ] No

If No, reason:

12. What are the other company bike(s) you owned?

[ ] Hero [ ] Bajaj [ ] TVS [ ] Yamaha [ ] Other [ ] None

13. What is your opinion about the service of HONDA bikes compared to other bikes?

[ ] Excellent [ ] Good [ ] Moderate [ ] Unsatisfied

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14. How would you rate HONDA on the following parameter?

Strongly Disagree Neither agree Strongly

agree agree
Disagree
Nor
disagree

Knowledgeable sales person

Employees spent enough time with

you: before sales

During sales

After sales

Availability of the spare parts

Vehicle in good condition

Prices

Attractive discounts offered

Responds to complaints quickly

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 BIBLIOGRAPHY

Book Reference

Powell. A Thomas; HTML: the complete reference The Complete Reference Series; 4,
illustrated; McGraw-Hill Professional, 2003.
Schifreen Robert; The Web Book: The ultimate beginner's guide to HTML, CSS, JavaScript,
PHP and MySQL

Website: http://www.google.co.in//w3school.com

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