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PROJECT ON

CUSTOMER SATISFACTION TOWARDS SALES AND
SERVICE PROVIDED BY AMIDEEP HONDA
PREPARED BY:
PRATIK BHALALA
OVERVIEW OF PRESENTATION
I.

INDUSTRIAL PROFILE

II. COMPANY PROFILE
III. SALES AND MARKET SHARE OF TWO-WHEELERS

IV. LITERATURE REVIEW
V. RESEARCH METHODOLOGY
VI. DATA ANALYSIS AND INTERPRETATION
VII.FINDINGS
VIII.CONCLUSION
IX. BIBLIOGRAPHY
I. INDUSTRIAL PROFILE
 The First Motorcycle
"Who invented the first motorcycle?" It seems like a simple question, but the answer
is a bit complicated. Just as the automobile was the answer to the 19th-century dream
of self-propelling the horse-drawn carriage, the invention of the motorcycle created
the self-propelled bicycle. Motorcycles are descendants of the "safety" bicyclebicycles with front and rear wheels of the same size, and with a pedal crank
mechanism to drive the rear wheel.

The first commercial design was a three-wheeler built by Edward Butler in Great
Britain in 1884. It employed a horizontal single-cylinder gasoline engine mounted
between two steerable front wheels and connected by a drive chain to the rear wheel.
However, it would perhaps be incorrect to call it a precursor of the two-wheeled genre
of vehicles.
The person credited with building the first motorcycle in 1885 is Gottlieb Daimler
(who later teamed up with Karl Benz to form the Daimler-Benz Corporation).
Continue . . .
 Further Development
Most of the development during the early phase concentrated on three- and fourwheeled designs since it was complex enough to get the machines running without
having to worry about them falling over. The next notable two-wheeler was the Millet
of 1892. It used a five-cylinder engine built as the hub of its rear wheel. The cylinders
rotated with the wheel and its crankshaft constituted the rear axle.

 Increasing Popularity
The popularity of the vehicle grew, especially after 1910. By 1900, many
manufacturers were converting bicycles, or pedal cycles as they were sometimes
called, by adding small, centrally mounted spark ignition engines. The need for
reliable constructions led to road trial tests and competition between manufacturers.
The original Tourist Trophy races were held on the Isle of Man in 1907 as reliability
or endurance Races. Such events have been the proving ground for many new ideasfrom the early two-stroke-cycle designs to the supercharged, multi-valve engines
mounted on aerodynamic, carbon fiber reinforced bodywork engines.
II. SALES AND MARKET SHARE OF
TWO-WHEELER
Market Share(%)-June 2013
Mahindra
1%
Suzuki
3%
Yamaha

Ranking as off Jun'13
Rank

company

scooter/bike

1

Hero Motocorp

Scooter+Bike

502279

557890

39.91

2

Bajaj Auto

Bike

254544

304780

20.23

3

Honda

Scooter+Bike

252114

229006

20.03

4

TVS

Scooter+Bike

157351

159346

12.50

5

Yamaha

Bike

49168

49460

3.91

6

Suzuki

Bike+Scooter

36000

38000

2.86

7

Mahindra

Scooter

7000

6000

0.56

1258456

1344482

100

Total

june'13

May'13

% Share

4%
TVS
12%
Hero
Motocorp
40%

Honda
20%

Bajaj Auto
20%

Source:
http://www.motorbeam.com/sales-figures/june-2013-two-wheeler-sales-figures-analysis/
III. COMPANY PROFILE
 Profile of Honda
Official Name

Honda Motorcycle & Scooter India Pvt. Ltd.

Type

Private Company

Founded

20 August 1999 in Manesar Gurgaon,Haryana,India.

Headquarters

Haryana,India

Key people

Keita Muramatsu, President and CEO

Industry

Automotive

Products

Motorcycles, Scooters

Parent

Honda Motor Company,Limited.

Production Capacity

10,00,000 Units per Year

Website

http://www.honda2wheelersindia.com
Continue . . .
 Profile of Amideep Honda
Company name
Established
Address

: Amideep Honda
: October, 2012
:Simada Naka, Near Amideep petrol Pump,Nana Varachha, Surat-395006.

Phone No.

: (0261) 2576000, 2570600

Mobile No.

: 9825960645

E-mail

: amideephonda@gmail.com

Owner Name

: Mr. Parbatbhai Kachhadiya

Manager Name

: Mr. Nikunj Jani

Authorised Dealer

: Honda company limited.

Number of employee

: 30

Our product

Shine, Unicorn, Dio, Twister, Aviator, Stunner, CBR, Activa, Dream yuga.
IV. LITERATURE REVIEW
 The A study conducted by Kavita Dua Savita (2013) on “Customer
Satisfaction With Reference To Tata Motor Passenger Vehicles”
Satisfaction is crucial concern for both customers and organizations. Satisfaction is a
subjective concept and therefore difficult to determine. It depends on many factors
and varies from person to person and product to product. The importance of customer
satisfaction in strategy development for customers and market oriented cannot be
underdetermined. Now a day it has become very important factor for each and every
organization to enhance the level of customer satisfaction. The overall study reveals
that It was found that the customer are mostly satisfied with price , design, safety,
mileage, interior space, status brand name, comfort level, spares part and after sale
service.
http://www.garph.co.uk/IJARMSS/Apr2013/7.pdf
Continue . . .
 A study conducted by Khaled Nawaser MBA – Marketing Management, University
of Pune, India June (2011) on “The Effects of Customer Service and Product
Quality on Customer Satisfaction and Loyalty”
In this research, Customer service quality, product quality, customer satisfaction and
loyalty can be measured at different stages, for example, at the beginning of the
purchase, and one or two years after purchase. The population of the study is all of
the Tata Indica car owners in Pune. Hypotheses of the study will be analyzed using
regression and ANOVA. Results of the study show that there are high positive
correlation between the constructs of customer service and product quality with
customer satisfaction and loyalty.
http://www.ijhssnet.com/journals/Vol._1_No._7_%5BSpecial_Issue_June_2011%
5D/33.pdf
Continue . . .
 A study conducted by Nazim Hussain & Waheed Akbar Bhatti Iqra University,
Pakistan (2011) on “An Empirical Analysis of After Sales Service and Customer
Satisfaction”
This is an empirical study on after sales quality of Pakistan’s automotive battery
manufacturer. The re-search measured the quality of service in Atlas Battery, selling
product with the brand name of AGS by using the Ser qual method. The data was
collected using an instrument from previous study to study the impact of quality of
after sales services on customer satisfaction. The main variables effecting customer
satisfaction are product quality and social responsibility. The results reveal that
customer satisfaction increases with better service delivery.
http://www.academia.edu/1114791/An_Empirical_Analysis_of_After_Sales_Serv
ice_and_Customer_Satisfaction
V. RESEARCH METHODOLOGY
 Marketing Research
Marketing research is defined as, “The systematic, objective and exhaustive research
for the study of facts relevant to any problem in the field of marketing.” It is
systematic search for information. It involves data collection, analysis and
interpretation.

 Statement of Problem
 Whether the customers are satisfied for sales & service provide by Amideep
Honda.
Customer satisfaction is positively related with product and service quality. The
present study will investigate the relationship among product and service
quality, customer satisfaction in the context of Amideep Honda
Continue . . .
 Need for the Study
 Customer is one for whom you satisfy a want or need in return for some of
payment. The payment may be money, may be time, or may be goodwill but there
is some form of payment. Satisfaction is the level of person felt state by comparing
products perceived in relation to the person’s expectations.
 Satisfaction level is function of difference between perceived performance and
expectations. If the performance falls short of expectation the customers
Dissatisfied. If the performance is beyond his expectations the customer is Highly
Satisfied.
 Customer satisfaction is customer’s positive or negative feeling about the value
that was perceived as a result of using particular organization’s offering in specific
used reaction to a series of use situation experience.
Continue . . .
 Scope for the Study
 This project is absolutely based for knowing sales & service. Satisfaction of Honda bike
owner from provide by Amideep Honda authorised dealer.
 The study is limited to the customer of Amideep Honda 2-wheeler buyers. The customer
includes who enter the showroom.
 This study will help us to understand customer’s preference and their needs expected from
the Amideep Honda.
 This study will not only help me as a student but is also assisting Amideep honda to
improve their service standards.

 Objective of the Study
 Primary objective :
To Study on Customer satisfaction for sales & service provide by Amideep Honda.
Continue . . .
 Secondary objective :
To know the company staff responded to customers at the time of sales discussion.
To analyse whether customers are satisfied or not after purchasing their bike.
To know the reason for dissatisfaction customer of Amideep Honda.
To find out suggestion from customer for improve customer satisfaction and improve quality
of service.

 Significance of the Study
The study will point the sales & service provided by Amideep Honda authorised dealer are
satisfaction or not?
It will reflect the reasons for the dissatisfactions of the customers.
The study will bring to know the suggestion of the customers, their needs & wants.
Continue . . .
 Research Design
The selected descriptive research design, as researcher wants to know the facts regarding the
sales and service satisfaction provided by Amideep Honda to customers. The research is useful
when the researcher intend to know certain character of the population.
Descriptive research

Cross-Sectional

Field Study

Longitudinal Study

Survey Method

In descriptive research, the selected cross sectional study with survey method. Because I
have to complete the study within 6 weeks short period and in the survey method, only a fix
number of responded are to be interviewed.
Continue . . .
 Pre testing of questionnaire
The rough questionnaire may not be 100% right so, I have taken 10 surveys as a pre-test of
questionnaire.

 Sampling Plan
Sampling Unit :
The selected sampling unit as customers of Amideep Honda.
Sample Size :
The sample size should be taken as 100.
Sampling Method :
The selected convenience simple random sampling method because of in simple random
sampling every member of the population has an equal chance of selection.

 Data Collection Method
Primary data collection method
Secondary data collection method
Continue . . .
 Research Measuring Instrument
I have used the method of questionnaire. The questionnaire is a list of all the questions to be
asked from the respondents. It also provides enough space for answers. I have used both close
ended as well as open-ended question. I have attached the questionnaire in the appendix of this
project report.

 Limitation of Study
The survey was limited only to the surat city
The time period of the survey being only 6 weeks it was not possible to conduct a highly in
depth and detailed study.
In some Cases, The response rate has not been so good as far as the survey work is
concerned.
VI. DATA ANALYSIS AND INTERPRETATION
1. Gender Wise Respondents

Gender wise Respondents
Female
4%

Gender

No. of Respondents Percentage

Male

96

96%

Female

4

4%

Total

100

100%
Male
96%
Continue . . .
Respondents

2. Occupation wise respondents

2% 2%
12%

Occupation

No. of
Respondents

Percentage

Student

12

12%

Business

49

49%

Service

35

35%

Housewife

2

2%

Other

2

2%

Total

100

100%

Student
Business
Service
Housewife
Other

35%

49%
Continue . . .
3. Age Wise Respondents

Age wise Respondents
60
49

N0. of Respondents

Percentage

50

18-24

21

21%

40

25-39

49

49%

40-54

23

23%

>55

7

7%

Respodent

Age

30

25-39

20
7

100

100%

40-54

10

>55
0
18-24

Total

18-24

23

21

25-39

AGE

40-54

>55
Continue . . .
4. Which is the honda bike you own?
Bike
Activa
Aviator
Dio
Shine
Unicorn
Twister
Stunner
Dream Yuga
CBR
Total

No. of Respondent
18
7
4
15
14
16
12
11
3
100

Percentage
18%
7%
4%
15%
14%
16%
12%
11%
3%
100%

Bike Wise Respondents

Activa
Aviator

11%

3%

Dio

18%

Shine
Unicorn

12%

7%
4%

Twister
Stunner
Dream Yuga

16%
15%

CBR
14%
Continue . . .
5. Was the sales consultant knowledgeable and able to understand
and answer your queries?
Satisfaction from Sales Person

No
9%

Answer

No. of Respondent

Percentage

Yes

91

91%

No

9

9%

Total

100

100%

Yes
91%
Continue . . .
6. Was test drive of the Honda bike readily available at this Amideep
Honda showroom?
Respondents

5%

Answer

No. of Respondent

Percentage

Yes

95

95%

No

5

5%

Total

100

100%

Yes
No
95%
Continue . . .
7. Was the Bike delivered to you at the promise date and
time?

Bike Delivery at the promise Date & Time

100

94%

90
80

Answer

No. of Respondent

70

Percentage

Yes
No
Total

94
6
100

94%
6%
100%

Respodent

60

Yes

50

No

40
30
20
6%

10
0
Yes

No
Answer
Continue . . .
8. Did this Amideep Honda showroom contact you after the
delivery of your new bike to ensure everything was
satisfactory?
No. of Respondent
Answer
Yes
No
Total

No. of Respondent
81
19
100

Percentage
81%
19%
100%

No
19%

If yes, how were you contacted?
Contacted
Phone
Letter
E-Mail
Personal visit
Totle

No. of Respondent
81
0
0
0
81

Percentage
100%
0
0
0
100%

Yes
81%
Continue . . .
9. How would you rate your overall experience with this
Amideep Honda from whom you purchase bike?
Consumer overall experience with Amideep Honda

Rate

No. of Respondent

Percentage

45
40

Excellent

34

34%

Good

42

42%

30

Fair

18

18%

25

Poor

6

6%

20

Total

100

100%

15

35

10

5
0

Percentage
Respondent

Excellent
34.00%
34

Good
42.00%
42

Fair
18.00%
18

Poor
6.00%
6
Continue . . .
10. Was the service advisor able to understand and explain
your service requirement and needs?
Respondents

Answer

No. of Respondent

Percentage

Yes

93

93%

No

7

7%

7%
Yes

Total

100

100%

No

93%
Continue . . .
11. At the time of writing repair order was an estimate of
charge given?
writing estimate charge given
90

Answer

No. of Respondent

Percentage

Yes

87

87%

70

No

13

13%

60

80

50

Total

100

100%

40
30
20
10
0

Respondent

Yes
87

No
13
Continue . . .
12. Do you think that the charges pay for service is
Reasonable?
Satisfaction with charges pay for service

Answer

No. of
Respondent

Percentage

Yes

84

84%

No

16

16%

Total

100

100%

No
16%

Yes
84%
Continue . . .
13. Was your bike service ready at the promise date & time?
Bike Serviced at promise date & time

Answer

No. of Respondent

Percentage

Yes

86

86%

No

14

14%

Total

100

No
14%

100%
Yes
86%
Continue . . .
14. Do you think the time taken for service/repair was
reasonable?
Respondent
90
82%
80

Answer
Yes

No. of Respondent Percentage
82

82%

No

18

18%

Total

100

100%

No. of Respondent

70
60
50

Yes
No

40
30
18%

20
10
0
Yes

No
Continue . . .
15. How do you rate the quality of washing and polishing of your
bike?
58
60

Rate

No. of Respondent

Percentage
50

14

14%

Good

58

58%

Fair

17

17%

Poor

11

11%

Total

100

100%

Respodent

Excellent

40
30
17

14
20

11

10
0

Excellent

Good

Rate

Fair

Poor

Excellent
Good
Fair
Poor
Continue . . .
16. Did you satisfy after the service of your bike?
Answer

No. of Respondent

Percentage

Yes

83

83%

No

17

17%

Total

100

Consumer Satisfaction after the
service

100%

If No, What was the reason behind your
dissatisfaction?
Reason
Poor service
Delayed Service
Ignorance of complain
Any other
Total

No. of Respondent
2
8
4
3
17

Percentage
12%
47%
23%
18%
100%

No
17%

Yes
83%

Reason for Dissatisfaction
18% 12%
Poor service
Delayed Service

23%
47%

Ignorance of complain
Any other
Continue . . .
17. How would you rate the overall performance of this Amideep
Honda workshop based on your service& repair experience?
workshop based on service & repair experience

No. of Respondent Percentage
27
27%
38
38%
23
23%
12
12%
100
100%

40
38

35

Respodent

Rate
Excellent
Good
Fair
Poor
Total

30

Excellent

27

25

Good

23

20

Fair

15

12

10
5
0

Excellent

Good

Fair

Rate

Poor

Poor
Continue . . .
18. Occupation Vs Consumer Overall experience with Amideep
Honda
Occupation Vs Consumer Overall
experience with Amideep Honda
Excellent

Good

Fair

Students

7

4

1

0

12

Businessmen

15

21

10

3

49

Servicemen

12

14

7

2

35

25

Poor Total

Housewife

0

2

0

0

2

Other

0

1

0

1

2

Total

34

42

18

6

100

No. of Respondnt

Occupation

21
20

15

15

10

5

0

10
7

14
12

Excellent
Good

7
4
10

3

Fair

2

2
0 00

occupation

Poor

0 1 01
Continue . . .
19. Occupation Vs Satisfaction from service
Occupation Vs Satisfaction from service

Occupation
Students
Businessmen
Servicemen
Housewife
Other
Total

Yes
12
40
28
2
1
83

NO
0
9
7
0
1
17

Total
12
49
35
2
2
100

No. of Respondent

40
40
35

28

30
25

Yes

20
15

12

9

10
5

NO

7

2 0

0

0

occupation

1 1
VII. FINDING
 According to survey in which the majority of respondents are male.
 According to survey more number of respondents are says the sales consultant are knowledgeable and
able to understand and answer their queries.
 According to survey more number of respondents are got their new bike delivery at promise date and
time from dealer.
 According to survey the consumer experience with Amideep Honda is found to be satisfactory.
Probably 76% (excellent & good) respondent looking happy.
 According to survey more respondents are satisfied from the service advisor.
 The generally 86% respondents are get their serviced bike at promise date and time.
 According to survey 84% respondents are satisfied with a service charge which is better response for
the company.
 According to survey 82% respondents are agree with the time taken for service is reasonable.
 According to survey 83% respondent are satisfied after the service and 17% respondents are
dissatisfied after the service due to the some reason like as poor service, delayed service, ignorance of
complain, & any other.
 The more number of respondents are given excellent & good rate to the overall performance of
Amideep Honda based on service.
VIII. CONCLUSION
 Completing this study Researcher found that, customers are satisfied for sales & service
provided by Amideep Honda. More respondents are given excellent & good rate to the
overall performance of Amideep Honda based on sales & service But Few respondents
are given fair & poor rate to the overall performance of Amideep Honda based on sales &
service. Because customers who are not satisfied from sales person. They are got late
delivery of their new bike from Amideep Honda. Consumers are dissatisfied for service
due to some reason like as poor service, Delayed service, Ignorance of complain and
other reason.
IX. BIBLIOGRAPHY
Reference Book :
Marketing research (3rd edition), G.C.Beri, Tata McGraw hill, 2000.
Marketing management (13th edition), Philip Kotler, Person Education,2009.

Websites :
 http://www.honda2wheelersindia.com/
 http://www.hondabike.com/
http://www.motorbeam.com/sales-figures/june-2013-two-wheeler-sales-figures-analysis/
 http://www.garph.co.uk/IJARMSS/Apr2013/7.pdf
 http://www.ijhssnet.com/journals/Vol._1_No._7_%5BSpecial_Issue_June_2011%5D/33.pdf
 http://www.academia.edu/1114791/An_Empirical_Analysis_of_After_Sales_Service_and_Customer_Satisfactio
 http://publications.theseus.fi/bitstream/handle/10024/23018/Makeeva_Ekaterina.pdf
http://www.academia.edu/2904342/A_HOLISTIC_APPROACH_TO_CUSTOMER_SATISFACTION_IN_SERVICE
S_THE_LITERATURE_PERSPECTIVE
 http://www.pomsmeetings.org/confpapers/011/011-0374.pdf
 http://www.cscanada.net/index.php/css/article/download/55/ 57
 http://zenithresearch.org.in/images/stories/pdf/2012/JUNE/ZIJMR/8_ZIJMR_VOL2_ISSUE6_JUNE2012.pdf
 http://shodh.inflibnet.ac.in/bitstream/123456789/266/3/03_literature%20review.pdf
PresentationCUSTOMER SATISFACTION TOWARDS SALES AND SERVICE PROVIDED BY AMIDEEP HONDA

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PresentationCUSTOMER SATISFACTION TOWARDS SALES AND SERVICE PROVIDED BY AMIDEEP HONDA

  • 1. PROJECT ON CUSTOMER SATISFACTION TOWARDS SALES AND SERVICE PROVIDED BY AMIDEEP HONDA PREPARED BY: PRATIK BHALALA
  • 2. OVERVIEW OF PRESENTATION I. INDUSTRIAL PROFILE II. COMPANY PROFILE III. SALES AND MARKET SHARE OF TWO-WHEELERS IV. LITERATURE REVIEW V. RESEARCH METHODOLOGY VI. DATA ANALYSIS AND INTERPRETATION VII.FINDINGS VIII.CONCLUSION IX. BIBLIOGRAPHY
  • 3. I. INDUSTRIAL PROFILE  The First Motorcycle "Who invented the first motorcycle?" It seems like a simple question, but the answer is a bit complicated. Just as the automobile was the answer to the 19th-century dream of self-propelling the horse-drawn carriage, the invention of the motorcycle created the self-propelled bicycle. Motorcycles are descendants of the "safety" bicyclebicycles with front and rear wheels of the same size, and with a pedal crank mechanism to drive the rear wheel. The first commercial design was a three-wheeler built by Edward Butler in Great Britain in 1884. It employed a horizontal single-cylinder gasoline engine mounted between two steerable front wheels and connected by a drive chain to the rear wheel. However, it would perhaps be incorrect to call it a precursor of the two-wheeled genre of vehicles. The person credited with building the first motorcycle in 1885 is Gottlieb Daimler (who later teamed up with Karl Benz to form the Daimler-Benz Corporation).
  • 4. Continue . . .  Further Development Most of the development during the early phase concentrated on three- and fourwheeled designs since it was complex enough to get the machines running without having to worry about them falling over. The next notable two-wheeler was the Millet of 1892. It used a five-cylinder engine built as the hub of its rear wheel. The cylinders rotated with the wheel and its crankshaft constituted the rear axle.  Increasing Popularity The popularity of the vehicle grew, especially after 1910. By 1900, many manufacturers were converting bicycles, or pedal cycles as they were sometimes called, by adding small, centrally mounted spark ignition engines. The need for reliable constructions led to road trial tests and competition between manufacturers. The original Tourist Trophy races were held on the Isle of Man in 1907 as reliability or endurance Races. Such events have been the proving ground for many new ideasfrom the early two-stroke-cycle designs to the supercharged, multi-valve engines mounted on aerodynamic, carbon fiber reinforced bodywork engines.
  • 5. II. SALES AND MARKET SHARE OF TWO-WHEELER Market Share(%)-June 2013 Mahindra 1% Suzuki 3% Yamaha Ranking as off Jun'13 Rank company scooter/bike 1 Hero Motocorp Scooter+Bike 502279 557890 39.91 2 Bajaj Auto Bike 254544 304780 20.23 3 Honda Scooter+Bike 252114 229006 20.03 4 TVS Scooter+Bike 157351 159346 12.50 5 Yamaha Bike 49168 49460 3.91 6 Suzuki Bike+Scooter 36000 38000 2.86 7 Mahindra Scooter 7000 6000 0.56 1258456 1344482 100 Total june'13 May'13 % Share 4% TVS 12% Hero Motocorp 40% Honda 20% Bajaj Auto 20% Source: http://www.motorbeam.com/sales-figures/june-2013-two-wheeler-sales-figures-analysis/
  • 6. III. COMPANY PROFILE  Profile of Honda Official Name Honda Motorcycle & Scooter India Pvt. Ltd. Type Private Company Founded 20 August 1999 in Manesar Gurgaon,Haryana,India. Headquarters Haryana,India Key people Keita Muramatsu, President and CEO Industry Automotive Products Motorcycles, Scooters Parent Honda Motor Company,Limited. Production Capacity 10,00,000 Units per Year Website http://www.honda2wheelersindia.com
  • 7. Continue . . .  Profile of Amideep Honda Company name Established Address : Amideep Honda : October, 2012 :Simada Naka, Near Amideep petrol Pump,Nana Varachha, Surat-395006. Phone No. : (0261) 2576000, 2570600 Mobile No. : 9825960645 E-mail : amideephonda@gmail.com Owner Name : Mr. Parbatbhai Kachhadiya Manager Name : Mr. Nikunj Jani Authorised Dealer : Honda company limited. Number of employee : 30 Our product Shine, Unicorn, Dio, Twister, Aviator, Stunner, CBR, Activa, Dream yuga.
  • 8. IV. LITERATURE REVIEW  The A study conducted by Kavita Dua Savita (2013) on “Customer Satisfaction With Reference To Tata Motor Passenger Vehicles” Satisfaction is crucial concern for both customers and organizations. Satisfaction is a subjective concept and therefore difficult to determine. It depends on many factors and varies from person to person and product to product. The importance of customer satisfaction in strategy development for customers and market oriented cannot be underdetermined. Now a day it has become very important factor for each and every organization to enhance the level of customer satisfaction. The overall study reveals that It was found that the customer are mostly satisfied with price , design, safety, mileage, interior space, status brand name, comfort level, spares part and after sale service. http://www.garph.co.uk/IJARMSS/Apr2013/7.pdf
  • 9. Continue . . .  A study conducted by Khaled Nawaser MBA – Marketing Management, University of Pune, India June (2011) on “The Effects of Customer Service and Product Quality on Customer Satisfaction and Loyalty” In this research, Customer service quality, product quality, customer satisfaction and loyalty can be measured at different stages, for example, at the beginning of the purchase, and one or two years after purchase. The population of the study is all of the Tata Indica car owners in Pune. Hypotheses of the study will be analyzed using regression and ANOVA. Results of the study show that there are high positive correlation between the constructs of customer service and product quality with customer satisfaction and loyalty. http://www.ijhssnet.com/journals/Vol._1_No._7_%5BSpecial_Issue_June_2011% 5D/33.pdf
  • 10. Continue . . .  A study conducted by Nazim Hussain & Waheed Akbar Bhatti Iqra University, Pakistan (2011) on “An Empirical Analysis of After Sales Service and Customer Satisfaction” This is an empirical study on after sales quality of Pakistan’s automotive battery manufacturer. The re-search measured the quality of service in Atlas Battery, selling product with the brand name of AGS by using the Ser qual method. The data was collected using an instrument from previous study to study the impact of quality of after sales services on customer satisfaction. The main variables effecting customer satisfaction are product quality and social responsibility. The results reveal that customer satisfaction increases with better service delivery. http://www.academia.edu/1114791/An_Empirical_Analysis_of_After_Sales_Serv ice_and_Customer_Satisfaction
  • 11. V. RESEARCH METHODOLOGY  Marketing Research Marketing research is defined as, “The systematic, objective and exhaustive research for the study of facts relevant to any problem in the field of marketing.” It is systematic search for information. It involves data collection, analysis and interpretation.  Statement of Problem  Whether the customers are satisfied for sales & service provide by Amideep Honda. Customer satisfaction is positively related with product and service quality. The present study will investigate the relationship among product and service quality, customer satisfaction in the context of Amideep Honda
  • 12. Continue . . .  Need for the Study  Customer is one for whom you satisfy a want or need in return for some of payment. The payment may be money, may be time, or may be goodwill but there is some form of payment. Satisfaction is the level of person felt state by comparing products perceived in relation to the person’s expectations.  Satisfaction level is function of difference between perceived performance and expectations. If the performance falls short of expectation the customers Dissatisfied. If the performance is beyond his expectations the customer is Highly Satisfied.  Customer satisfaction is customer’s positive or negative feeling about the value that was perceived as a result of using particular organization’s offering in specific used reaction to a series of use situation experience.
  • 13. Continue . . .  Scope for the Study  This project is absolutely based for knowing sales & service. Satisfaction of Honda bike owner from provide by Amideep Honda authorised dealer.  The study is limited to the customer of Amideep Honda 2-wheeler buyers. The customer includes who enter the showroom.  This study will help us to understand customer’s preference and their needs expected from the Amideep Honda.  This study will not only help me as a student but is also assisting Amideep honda to improve their service standards.  Objective of the Study  Primary objective : To Study on Customer satisfaction for sales & service provide by Amideep Honda.
  • 14. Continue . . .  Secondary objective : To know the company staff responded to customers at the time of sales discussion. To analyse whether customers are satisfied or not after purchasing their bike. To know the reason for dissatisfaction customer of Amideep Honda. To find out suggestion from customer for improve customer satisfaction and improve quality of service.  Significance of the Study The study will point the sales & service provided by Amideep Honda authorised dealer are satisfaction or not? It will reflect the reasons for the dissatisfactions of the customers. The study will bring to know the suggestion of the customers, their needs & wants.
  • 15. Continue . . .  Research Design The selected descriptive research design, as researcher wants to know the facts regarding the sales and service satisfaction provided by Amideep Honda to customers. The research is useful when the researcher intend to know certain character of the population. Descriptive research Cross-Sectional Field Study Longitudinal Study Survey Method In descriptive research, the selected cross sectional study with survey method. Because I have to complete the study within 6 weeks short period and in the survey method, only a fix number of responded are to be interviewed.
  • 16. Continue . . .  Pre testing of questionnaire The rough questionnaire may not be 100% right so, I have taken 10 surveys as a pre-test of questionnaire.  Sampling Plan Sampling Unit : The selected sampling unit as customers of Amideep Honda. Sample Size : The sample size should be taken as 100. Sampling Method : The selected convenience simple random sampling method because of in simple random sampling every member of the population has an equal chance of selection.  Data Collection Method Primary data collection method Secondary data collection method
  • 17. Continue . . .  Research Measuring Instrument I have used the method of questionnaire. The questionnaire is a list of all the questions to be asked from the respondents. It also provides enough space for answers. I have used both close ended as well as open-ended question. I have attached the questionnaire in the appendix of this project report.  Limitation of Study The survey was limited only to the surat city The time period of the survey being only 6 weeks it was not possible to conduct a highly in depth and detailed study. In some Cases, The response rate has not been so good as far as the survey work is concerned.
  • 18. VI. DATA ANALYSIS AND INTERPRETATION 1. Gender Wise Respondents Gender wise Respondents Female 4% Gender No. of Respondents Percentage Male 96 96% Female 4 4% Total 100 100% Male 96%
  • 19. Continue . . . Respondents 2. Occupation wise respondents 2% 2% 12% Occupation No. of Respondents Percentage Student 12 12% Business 49 49% Service 35 35% Housewife 2 2% Other 2 2% Total 100 100% Student Business Service Housewife Other 35% 49%
  • 20. Continue . . . 3. Age Wise Respondents Age wise Respondents 60 49 N0. of Respondents Percentage 50 18-24 21 21% 40 25-39 49 49% 40-54 23 23% >55 7 7% Respodent Age 30 25-39 20 7 100 100% 40-54 10 >55 0 18-24 Total 18-24 23 21 25-39 AGE 40-54 >55
  • 21. Continue . . . 4. Which is the honda bike you own? Bike Activa Aviator Dio Shine Unicorn Twister Stunner Dream Yuga CBR Total No. of Respondent 18 7 4 15 14 16 12 11 3 100 Percentage 18% 7% 4% 15% 14% 16% 12% 11% 3% 100% Bike Wise Respondents Activa Aviator 11% 3% Dio 18% Shine Unicorn 12% 7% 4% Twister Stunner Dream Yuga 16% 15% CBR 14%
  • 22. Continue . . . 5. Was the sales consultant knowledgeable and able to understand and answer your queries? Satisfaction from Sales Person No 9% Answer No. of Respondent Percentage Yes 91 91% No 9 9% Total 100 100% Yes 91%
  • 23. Continue . . . 6. Was test drive of the Honda bike readily available at this Amideep Honda showroom? Respondents 5% Answer No. of Respondent Percentage Yes 95 95% No 5 5% Total 100 100% Yes No 95%
  • 24. Continue . . . 7. Was the Bike delivered to you at the promise date and time? Bike Delivery at the promise Date & Time 100 94% 90 80 Answer No. of Respondent 70 Percentage Yes No Total 94 6 100 94% 6% 100% Respodent 60 Yes 50 No 40 30 20 6% 10 0 Yes No Answer
  • 25. Continue . . . 8. Did this Amideep Honda showroom contact you after the delivery of your new bike to ensure everything was satisfactory? No. of Respondent Answer Yes No Total No. of Respondent 81 19 100 Percentage 81% 19% 100% No 19% If yes, how were you contacted? Contacted Phone Letter E-Mail Personal visit Totle No. of Respondent 81 0 0 0 81 Percentage 100% 0 0 0 100% Yes 81%
  • 26. Continue . . . 9. How would you rate your overall experience with this Amideep Honda from whom you purchase bike? Consumer overall experience with Amideep Honda Rate No. of Respondent Percentage 45 40 Excellent 34 34% Good 42 42% 30 Fair 18 18% 25 Poor 6 6% 20 Total 100 100% 15 35 10 5 0 Percentage Respondent Excellent 34.00% 34 Good 42.00% 42 Fair 18.00% 18 Poor 6.00% 6
  • 27. Continue . . . 10. Was the service advisor able to understand and explain your service requirement and needs? Respondents Answer No. of Respondent Percentage Yes 93 93% No 7 7% 7% Yes Total 100 100% No 93%
  • 28. Continue . . . 11. At the time of writing repair order was an estimate of charge given? writing estimate charge given 90 Answer No. of Respondent Percentage Yes 87 87% 70 No 13 13% 60 80 50 Total 100 100% 40 30 20 10 0 Respondent Yes 87 No 13
  • 29. Continue . . . 12. Do you think that the charges pay for service is Reasonable? Satisfaction with charges pay for service Answer No. of Respondent Percentage Yes 84 84% No 16 16% Total 100 100% No 16% Yes 84%
  • 30. Continue . . . 13. Was your bike service ready at the promise date & time? Bike Serviced at promise date & time Answer No. of Respondent Percentage Yes 86 86% No 14 14% Total 100 No 14% 100% Yes 86%
  • 31. Continue . . . 14. Do you think the time taken for service/repair was reasonable? Respondent 90 82% 80 Answer Yes No. of Respondent Percentage 82 82% No 18 18% Total 100 100% No. of Respondent 70 60 50 Yes No 40 30 18% 20 10 0 Yes No
  • 32. Continue . . . 15. How do you rate the quality of washing and polishing of your bike? 58 60 Rate No. of Respondent Percentage 50 14 14% Good 58 58% Fair 17 17% Poor 11 11% Total 100 100% Respodent Excellent 40 30 17 14 20 11 10 0 Excellent Good Rate Fair Poor Excellent Good Fair Poor
  • 33. Continue . . . 16. Did you satisfy after the service of your bike? Answer No. of Respondent Percentage Yes 83 83% No 17 17% Total 100 Consumer Satisfaction after the service 100% If No, What was the reason behind your dissatisfaction? Reason Poor service Delayed Service Ignorance of complain Any other Total No. of Respondent 2 8 4 3 17 Percentage 12% 47% 23% 18% 100% No 17% Yes 83% Reason for Dissatisfaction 18% 12% Poor service Delayed Service 23% 47% Ignorance of complain Any other
  • 34. Continue . . . 17. How would you rate the overall performance of this Amideep Honda workshop based on your service& repair experience? workshop based on service & repair experience No. of Respondent Percentage 27 27% 38 38% 23 23% 12 12% 100 100% 40 38 35 Respodent Rate Excellent Good Fair Poor Total 30 Excellent 27 25 Good 23 20 Fair 15 12 10 5 0 Excellent Good Fair Rate Poor Poor
  • 35. Continue . . . 18. Occupation Vs Consumer Overall experience with Amideep Honda Occupation Vs Consumer Overall experience with Amideep Honda Excellent Good Fair Students 7 4 1 0 12 Businessmen 15 21 10 3 49 Servicemen 12 14 7 2 35 25 Poor Total Housewife 0 2 0 0 2 Other 0 1 0 1 2 Total 34 42 18 6 100 No. of Respondnt Occupation 21 20 15 15 10 5 0 10 7 14 12 Excellent Good 7 4 10 3 Fair 2 2 0 00 occupation Poor 0 1 01
  • 36. Continue . . . 19. Occupation Vs Satisfaction from service Occupation Vs Satisfaction from service Occupation Students Businessmen Servicemen Housewife Other Total Yes 12 40 28 2 1 83 NO 0 9 7 0 1 17 Total 12 49 35 2 2 100 No. of Respondent 40 40 35 28 30 25 Yes 20 15 12 9 10 5 NO 7 2 0 0 0 occupation 1 1
  • 37. VII. FINDING  According to survey in which the majority of respondents are male.  According to survey more number of respondents are says the sales consultant are knowledgeable and able to understand and answer their queries.  According to survey more number of respondents are got their new bike delivery at promise date and time from dealer.  According to survey the consumer experience with Amideep Honda is found to be satisfactory. Probably 76% (excellent & good) respondent looking happy.  According to survey more respondents are satisfied from the service advisor.  The generally 86% respondents are get their serviced bike at promise date and time.  According to survey 84% respondents are satisfied with a service charge which is better response for the company.  According to survey 82% respondents are agree with the time taken for service is reasonable.  According to survey 83% respondent are satisfied after the service and 17% respondents are dissatisfied after the service due to the some reason like as poor service, delayed service, ignorance of complain, & any other.  The more number of respondents are given excellent & good rate to the overall performance of Amideep Honda based on service.
  • 38. VIII. CONCLUSION  Completing this study Researcher found that, customers are satisfied for sales & service provided by Amideep Honda. More respondents are given excellent & good rate to the overall performance of Amideep Honda based on sales & service But Few respondents are given fair & poor rate to the overall performance of Amideep Honda based on sales & service. Because customers who are not satisfied from sales person. They are got late delivery of their new bike from Amideep Honda. Consumers are dissatisfied for service due to some reason like as poor service, Delayed service, Ignorance of complain and other reason.
  • 39. IX. BIBLIOGRAPHY Reference Book : Marketing research (3rd edition), G.C.Beri, Tata McGraw hill, 2000. Marketing management (13th edition), Philip Kotler, Person Education,2009. Websites :  http://www.honda2wheelersindia.com/  http://www.hondabike.com/ http://www.motorbeam.com/sales-figures/june-2013-two-wheeler-sales-figures-analysis/  http://www.garph.co.uk/IJARMSS/Apr2013/7.pdf  http://www.ijhssnet.com/journals/Vol._1_No._7_%5BSpecial_Issue_June_2011%5D/33.pdf  http://www.academia.edu/1114791/An_Empirical_Analysis_of_After_Sales_Service_and_Customer_Satisfactio  http://publications.theseus.fi/bitstream/handle/10024/23018/Makeeva_Ekaterina.pdf http://www.academia.edu/2904342/A_HOLISTIC_APPROACH_TO_CUSTOMER_SATISFACTION_IN_SERVICE S_THE_LITERATURE_PERSPECTIVE  http://www.pomsmeetings.org/confpapers/011/011-0374.pdf  http://www.cscanada.net/index.php/css/article/download/55/ 57  http://zenithresearch.org.in/images/stories/pdf/2012/JUNE/ZIJMR/8_ZIJMR_VOL2_ISSUE6_JUNE2012.pdf  http://shodh.inflibnet.ac.in/bitstream/123456789/266/3/03_literature%20review.pdf