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