SUMMER TRAINING REPORT

ON
A STUDY ON CUSTOMER LOYALTY
IN
HERO MOTO CORP.

Submitted to
Maharshi Dayanand University, Rohtak

In partial fulfillment of the requirement for the award of the degree of

Bachelor of Business Administration
V Semester

Under Supervision of: SUBMITTED BY:

MM CHANDA MANISH KUMAR
(FACULTY OF MANAGEMENT) ROLL NO. 11/BBA/16
REG NO. :1612200074

SESSION: 2016-2019
( WORLD COLLEGE OF TECHNOLOGY AND MANAGEMENT)
 DECLARATION

I hereby declare that the Summer Training on Marketing Customer Loyalty in HERO MOTO
CORP. , as undertaken by me and submitted to Maharshi DayanandUniversity, Rohtak in partial
fulfilment of the requirements for the Degree of Bachelor of Business Administration is my
original work and in the best of my knowledge the same has not been submitted for the award of
any other Degree.

MANISH KUMAR
Roll NO. 11/BBA/16
Reg No. 1612200074
 ACKNOWLEDGEMENT

I express my deep sense of gratitude and indebtedness to DR. HIMANI AVASTHI

Department of Management, World College of Technology & Management,
Gurgaon and my guide Prof. M.M. CHANDA (Faculty of Management) for their
keen interest, valuable guidance, constant inspiration and continuous encouragement during the
various phases of work.

I am immensely thankful and indebtedness to Brig. R K Kaushish, Director,

WCTM for his thoughtful advise and useful suggestion in selection of project
title and carrying out the work.

I also express my gratitude to all the Faculties of Department of Management, WCTM for their
extended cooperation and creative validation of my work as needed for its completion.

I also owe my obligation to the Librarian and the Staffs of Library, WCTM, who made available
to me quite a few of the information and data, books and journals I had wanted to go through for
preparation of this dissertation.

I cannot go without expressing my thanks to my all well-wishers, associated

with the project directly or indirectly, for providing support and cooperation
during the project.

MANISH KUMAR
Roll no. 11/BBA /16
REG NO. 1612200074.
 WORLD COLLEGE OF TECHNOLOGY AND MANAGEMENT
CERTIFICATE OF HOD

Mr. MANISH KUMAR , Roll No.11/BBA/16 REG. NO. 1612200074-a bonafide

student of BACHELOR OF BUSINESS ADMINISTRATION, World College of Technology &
Management, Gurgaon, an affiliated Institute of Maharshi Dayanand University Rohtak has
carried out the Summer Training on- CUSTOMER LOYALITY IN HERO MOTO CORP. in
partial fulfilment of the requirements for the
Degree of Bachelor of business administration under my supervision and
guidance.
I certify that this project report is a record of the work done by the candidate
himself/herself and that to the best of my knowledge the contents of this
project did not form a basis of award of any previous degree to anybody else.

DR. HIMANI AVASTHI

HOD
Department of management
WCTM, GURGAON

WORLD COLLEGE OF TECHNOLOGY AND MANAGEMENT

 CERTIFICATE OF GUIDE

Mr. Manish kumar ,Roll No.11/BBA/16 REG. NO. 1612200074 a bonafide

student of Bachelor of Business Administration , World College of Technology &
Management, Gurgaon, an affiliated Institute of Maharshi Dayanand
University Rohtak has carried out the Summer Training on customer loyalty
in partial fulfilment of the requirements for the Degree of Bachelor of Business
Administration -under my supervision and guidance.
I certify that this project report is a record of the work done by the candidate
himself/herself and that to the best of my knowledge the contents of this
project did not form a basis of award of any previous degree to anybody else.

PROF. MM CHANDA
Faculty of management
Department of management
WCTM

PREFACE
This training report gives brief study, on what are customer loyalty and the techniques of
achieving customer loyalty. It also provides significance of the conducting the customer loyalty
research and how and when to conduct it. Based on the topic, this project analyzes the “A Study
on Customer Loyalty with respect to Hero MotoCorp”.

To undertake the research the questionnaire is prepared so as to know how much the customers
are satisfied after using Hero MotoCorp, are they willing to be a loyal customers or do they
prefer other brands. The survey reflects the areas where the company needs to improve and the
areas where it from where it has gained its popularity.

CHAPTER-1, It gives a brief report on the profile of the Hero MotoCorp about its vision,
history, current status, and its achievements as a firm in the industry. The project also speaks on
its various product profiles and its future plans.

Significance and focus of the study under heading of Introduction in CHAPTER-2.

In CHAPTER-3, A Literature Review of my study has been explained.

Accordingly I have tried my best to discuss the objectives inCHAPTER-4.

InCHAPTER-5 contains the research methodology and the research design as adopted for
analysis which includes sampling size and technique.

Finding and Data analysis has been done and according to which Interpretations has been given
in CHAPTER-6.It shows what strategies the Hero MotoCorp has used for satisfying the
customers.

In CHAPTER-7, I gave some limitations and concluded my project work and suggested some
points to Hero MotoCorp to formulate suitable marketing strategies.

The main body of this summer training report is followed by Bibliography and Appendix.
 TABLE OF CONTENTS

Chapter 1Introduction
 Significance of the Study
 Focus of the Study

Chapter 2 Company Profile

Chapter3 Objective and research Methodology

 Research Design
 Sampling Method
 Method of Data Collection
 Sample Design
 Analysis Pattern

Chapter 4Literature Review
 Customer
 Customer Loyalty
 Customer Behavior
 Customer-Focused Marketing
 Customer Buying Behaviour
 Customer Loyalty
 Customer Perception
Chapter 5 Analysis &Findings
Chapter 6 Suggestion/Recommendation
Bibliography
 Appendix
o Questionnaire